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Paradise LeisureScapes (Saskatoon)

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Reviews Paradise LeisureScapes (Saskatoon)

Paradise LeisureScapes (Saskatoon) Reviews (1)

Complaint[redacted]Purchased new hot tub pump through Paradise Leisurescapes in December 2015. Attempted to install ourselves but broke a hose due to the extremely cold weather. Hired Paradise Leisurescapes to come fix the broken pipe and install the pump on Dec 21/15. They sent ([redacted]?) out for this on Dec 21. He was unable to complete the job due to lack of proper tools. Came back Dec 22 and said it was good to fill. Water poured everywhere b/c he didn't attach a couple of the hoses. The pump was also installed incorrectly and there was no way to close the cabinet. He did not install a shut off valve which was requested at the time of booking. Had requested everything be put back exactly was it was originally, which includes the shut off, have pictures to back this up and emailed the request to the manager [redacted]. In addition he broke one of my jet lines and the wiring for the LED light to that jet. [redacted] told me they would order a new one at no expense to me since their guy broke it. Sent a new guy on Dec 23 - [redacted]. He was able to install the pump properly but had to cut out all of the pipe the other guy had done. He couldn't get the pipes fixed before Xmas holidays so said he would winterize the tub for free and come back in January to fix the pipes. Came back February 12/16. Tub still not usable after this visit, pipes leaked, cover lifter had been unscrewed, panels were not put back. They came back March 10/16 and said the tub was usable now. Tried filling and water poured out again. They came back and finally fixed the leak, however they still just had the jet that they had broken plugged up with something so that water wouldn't come out of it if I filled the tub. Was told a new jet had been ordered and he had all the serial numbers etc that he needed and it should be here in a couple weeks. Finally they came back after that to put the cover on and most of the panels, forgot to do one...I asked when the light was coming in and he said that he had to order it, even though he had told me months before that it had been ordered. [redacted]. [redacted]Desired SettlementI want my tub fixed. [redacted]Business Response It is with concern that we've recently received a complaint from one of our customers. This complaint comes as a surprise to our office, as this complaint has never been brought to management's attention in our company until now. We sincerely apologize for the inconvenience and frustration the customer encountered. We assure that this complaint has been taken seriously and a proper investigation was undertaken to understand where the problems occurred. We have been in the process of fixing the customers spa since December 2015. The customer purchased a new pump through our store for their spa. After the customer attempted installation on their own and ran into difficulties, they contacted us to repair the damage of a broken hose/pipe and to properly install their pump. Unfortunately the customer owns a brand of spa we do not carry on-hand parts for. We were able to work with the parts we had available and repair the spa. However, the customer called back with complaints of the pump not being installed correctly, hoses being disconnected, and a broken jet with no LED lighting anymore. Our technician went out on December 23rd, 2015 to inspect the problems. He adjusted the original pump installation and ended up winterizing the spa at no charge because we were going to have to find a supplier to order the parts from. Once the customer and employees were back from holidays the parts that were ordered in the meantime were then brought and installed on February 12, 2016. Once the customer tried to fill the spa, the spa had a leak and she called the technician on his personal cell on a Sunday. He made himself available to go on Sunday to repair the leak in the hose and gave instructions to fill and monitor the hot tub. Once our technician did not hear back from the customer he contacted the customer himself to find the leak was repaired and the spa was not leaking any further, but she was still unable to use the spa because the cover was not installed and the panels were off. He was able to go out to her house promptly and install the panels and the coverlift. At that point, the spa was in working condition. The only problem that still remains is the jet, which still functions, but has no air and no LED lighting. The customer claims that we are the ones to have broken the jet. However, the jet was not near where the original work was being done on the pipes and pump. As mentioned before, we do not carry parts for this customer's spa and after a locally conducted search by us, no other dealers in Saskatoon carry this jet either, it would have to be sourced and ordered in from a distributor.Although we have been in the process of fixing this from December until now, our service coordinator has not had any communication with the customer since last December. The customer did not call and book another service call with our office, instead was contacting the technician on his cell. This caused miscommunication between the technician, service coordinator, and the customer. Our service coordinator receives calls and schedules all appointments accordingly. In this situation she was unable to do so because she was not hearing from the customer directly. We have made several trips out to the customer's house and provided services for her spa. The customer has not been billed for any parts or service that we have provided. Once we found out the customer was going to be away for the holiday season, we generously winterized the spa with no cost to them (regular $299+tax). We also repaired the jet as best we could so the spa can be used. As the customer mentioned, they were quoted for an initial one hour of labour, which we did not charge them for either.As for outsourcing parts for a brand of a spa that we do not carry, it is going to be difficult and take time. As mentioned above, no companies in Saskatoon at the time stocked this jet either. Our department has looked into matters further to help the customer and have found a supplier that has this jet. We would like to professionally and competently resolve this issue and following are two proposed options available to the customer: 1) As a gesture of good business practice, we are willing to perform a site visit to meet with the customer and ensure we collectively assess the remaining work outstanding as indicated by this formal complaint. While we understand the customer has had concerns about our services in the past, we will acknowledge these concerns by ordering the necessary parts to repair the spa and perform their installation at no charge. In addition to this gesture, we will honour the work that has been completed thus far without rendering the services billable and as such, not move towards any bill collections. We view these efforts as a means to address the customer's complaints and anticipate that the customer will equally acknowledge them as an attempt to earn their business in the future should the opportunity arise. 2) Should the customer choose to not deal directly with Paradise for the resolution of this complaint, they are able to go to the manufacturer and order the jet directly or be referred to a distributor that will sell to the public and have another company perform the replacement installation of the jet. In addition to this option, Paradise will honour the work that has been completed thus far without rendering the services or parts that we have provided since December 2015 billable and as such, not move towards any bill collections. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Yes I want the correct parts ordered and for my tub to be repaired free of charge.

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Description: Spas & Hot Tubs - Dealers, Spas & Hot Tubs - Service & Repair, Furniture - Outdoor, Fireplaces, Billiard Equipment & Supplies, Barbecue

Address: 2515 Millar Avenue, Saskatoon, Saskatchewan, Canada, S7K 5V2

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