ThermoSpas Hot Tub Products

Had for 2 years excellent but I have a huge problem with the Floor mats, Head rest and foot mats all of them are falling apart. bad design. I called TermoSpa for help they blew me off. I filed a BBB report and looks like I need to get legal involved. shame its a good unit

[redacted] Thank you for the opportunity to work with you towards a resolutionAs discussed, we are in the process of replacing your hot tub with a completely new product built to your original order specificationsFulfillment has been expedited with an estimated delivery date of 9/15/ I will follow up personally when the hot tub ships and again to coordinate local delivery You have my cell phone number and are welcome to call me directly with any questions or concerns.Sincerely, Tom G [redacted] Delivery ManagerThermoSpas Hot Tubs

Our Sales Manager spoke to this customer on 11/11/and confirmed that a check refund will be issued and he will receive it no later than the end of November The customer was satisfied with this response We did however put in a request with our Accounts Payable department to rush this request and check# [redacted] was mailed to the customer on 11/14/so he will receive it this week Unfortunately the cancellation of this order was not communicated properly which delayed the refund to the customer We thank the customer for working with us to resolve this issue

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactoryThey said the spa will take or weeks to completeThey are just reviewing my original order at this timeSincerely, [redacted]

We have investigated the case internally and have confirmed that your two requests have been satisfiedSpecifically, the spa has been removed and all funds paid to ThermoSpas have been refunded and the $1,paid to the contractor has also been refunded.If there are any additional issues to discuss please contact us at ###-###-####We appreciate the opportunity to work with you on this issue

[redacted] Please accept our apologies for the delay in response and resolution to your hot tub issuesI have looked into your service history and see that a technician was sent on March 18, to your location for repairsAt that time it was determined that you need a new base for your hot tub which ThermoSpas will be providing at no cost with an installation to be scheduled on the week of April 11, 2016, schedules permittingI am happy to hear that you found our replacement offer agreeableIf there are additional issues in the future please call us our Technical Support team at ###-###-####We may be able to provide assistance by phone and will send a technician out again if necessary.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I am initially a commercial artist before I joined the [redacted] and trained to be a [redacted] so I know real well on color wheelsmixture , etcThe black corral that their sales rep showed me was not the same color I chose, you dont see gray color with white stripes on corral reefsIt's not my fault that they misrepresented themselves and has streaks within their color schemeInitially their representative didn't tell me that it was going to cost an outrageous amount for the electrical add on to run the spa ( it may be for them since that is what their selling but for the uninformed buyer, this should have been disclosed )Last time when John H [redacted] was here, we were suppose to have a conference call with Paul K [redacted] ( Regional Manager for the west coast division ) in which John H [redacted] set up before they came back to fix the tub again but Paul went on vacation...? so I ended up conferencing with their head technician as he was also confused with the set up, why its not generating a stronger jet output so with you folks at Revdex.com, you gave him two weeks to response but it took more than a month to elicit onePut yourself in my place, does this sound ethical...? The consumer suffers from lack ofr accountability on company such as this one and frankly, I gave them more than enough time...! Sincerely, [redacted]

[redacted] 255, 255);">Please accept our apologies for the delay in response and resolution to your hot tub issuesI have looked into your service history and see that a technician was sent on March 18, to your location for repairsAt that time it was determined that you need a new base for your hot tub which ThermoSpas will be providing at no cost with an installation to be scheduled on the week of April 11, 2016, schedules permittingI am happy to hear that you found our replacement offer agreeableIf there are additional issues in the future please call us our Technical Support team at ###-###-####We may be able to provide assistance by phone and will send a technician out again if necessary.Sincerely, [redacted]

We received confirmation from our Cancellation Department that the credit had been processed and the customer has been notifiedIt can take up to days for a credit to be processed and a notification is sent to the customer once completedWe apologize for any inconvenience caused by a miscommunication between the salesperson and main office and appreciate the customer taking the time to work with us to resolve this matter

Our customer service team has addressed the issues in this complaint. The customer is receiving the product they ordered and is not paying additional charges. The Director of Customer Service has alos authorized additional compensation and this agreed upon amount will be issued in the form of a check to the customer. They will receive this within 7-14 business days. We apologize for the inconvenience and appreciate the customer taking the time to work with us to resolve this matter.

We contacted this customer on December 15, and customer confirmed that their hot tub had been repaired to their satisfaction and there were no outstanding issuesWe've extended this customer's warranty to reflect the date that their hot tub became fully operational and will be providing a letter outlining this for the customer's recordsWe thank this customer for allowing us to work with them to resolve their issues

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Our technician went to the customer's home on 11/3/to look at led lights not working on the spa and ordered the necessary partsAt that time, the technician took a photo with his cell phone of the original contract to verify the serial number, make and model The customer's credit application was under the pile of documentsThe customer expressed concern that the technician photographed her personal information while taking the photo of the contractWe take customer data security with the utmost importanceThermoSpas management has reviewed the photograph in question and no social security number was on this formWe do not keep credit applications, credit card numbers, or sensitive personal data in our systems for security reasonsThe technician has an outstanding service record with the company for over ten years and we have no reason to believe that there was malicious intent or actionOur Service Manager contacted the customer by phone to listen to her concern and offered several resolutions: ThermoSpas is ready to repair any defective merchandise with regards to the customer's spaThe product comes with warranty and the defective product issue with the cover that got ripped either in shipping, delivery or by the homeowner will be coveredThe customer also states that the latching devices use to keep the cover locked while not in use are brokenTypically they break when the cover gets lifted while in the locked positionWe are happy to replace the defective cover and clips regardless of how it happened and also repair and install the lighting that was not functioningThermoSpas cannot replace products without doing our due diligence to repair defective products firstWe currently have a work order and the materials ready to make the necessary repairsThe contractor contacted the customer and was refused access to the home to make the repairsWe are ready and willing to make this spa 100% perfect and just need to do the service ThermoSpas offered to pay for three years of premium Credit Checking and/or Identity Theft Insurance to set the client's mind at ease which was refusedAt this time ThermoSpas has offered several reasonable resolution attempts which have all been refused so no further action will be takenShould the client wish to accept our resolution offer or propose a comparable alternative we can be reached at ###-###-####

[redacted] I apologize for an inconvenience this issue with your hot tub has caused youWe strive to provide timely and efficient service for requests and acknowledge that there was an internal issue that caused the delayI have confirmed with our technicians that your leak was repaired under warranty on Friday, September 30, We will be sending out replacement filters and chemicals (over $value) for the inconvenienceYour satisfaction with your ThermoSpas product is a top priority for us at every level of the organizationWe have shared the problem that caused your delay internally and are taking measures to prevent future instancesIf there are any problems that come up with your hot tub in the future please feel free to contact me directly Sincerely, Mike T [redacted] National Service Director ThermoSpas Hot Tub Products,IncResearch Pkwy # Wallingford CT O: ###-###-#### x

Complaint: [redacted] I am rejecting this response because: let's "start with trust"! With out trust what do you have? With my experience so far I have lost all trustWhen you let someone into your home it's a very vulnerable situation to begin with so it should be their responsibility to make sure there's no question of impropriety and in this situation there wasSo maybe they can use this situation as a training tool and have their technicians not ask customers for personal paperwork and get their information from the company not the customerI know what I saw and I know how I feel So at this point it is his word against mineThis has been by far the worst experience and purchase of my lifeI work in customer service as well and we would never think to treat our customers this wayThey have made way too many mistakesI did not except the life lock (Credit protection) for years because when they offered it to me I had already set it up on my own months priorThey did not reach out to me at all and offer any kind of apology or compensation until I contacted them, asking them to take back the product and be done with their companyAt which time I got very emotional and started crying the manager told me that he needed to hang up, I was too emotional for him and I needed to have my husband call back so he could deal with him instead of me! I'm sorry I didn't know it was still! So in addition to their impropriety there also rude and sexist! I'm not sure what to do next? I think I will contact a lawyer and see if I have a case because I don't know what else to do I cannot deal with this company for the next years(year warranty on spa) Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]