Complaint: [redacted] I am rejecting this response because:It is not a single low spot in the pool The entire floor is uneven with spots serveral inches lower than the surrounding area When we were quoted an installation price we were told it would be a day job One day to remove the old pool and one day to install the new pool The entire process was completed in one day Obviously it was rushed and the install was not properly done We were never told that special equipment needed to save our water was an issue I did state that I did not want to waste the water but I was told they have tanks to store the water and it would be no problem The statement that I refused to work with [redacted] all along is completely falseThey expose their own lie by their admission that [redacted] missed multiple appointments with us If we were refusing to work with him why did we make all those appointments?The statement that I was told it was [redacted] or no one is also false By July of 2014, after missing the use of my very expensive pool for summers I had become quite frustrated Over the year and a half before that we have made many appointments with *** We have taken days off work and waited for him to show up He doesn't call to say he isn't coming After each no-show we would again have to make multiple phone calls to get a single returned call And the cycle starts again I would also like to point out that while family problems were the reason given for some missed appointments, being busy with new installs was just as often the reason We were ignored because they already had our money As a matter of fact I spoke to [redacted] on the phone this month and he stated that we were put on the back burner in favor of new installs and he apologized for that That's nice, but it is not enough.So yes, by July of I was done waiting for *** At that time we were told we could get a different crew At this point, since we had already lost the use of our pool for the 2nd summer, I was very upset and decided it would be a good time to take a step back and cool off In January of when I decided it was time to try dealing with A-Tex again, at this point is when I was told my only option for having the pool repaired was *** I have no confidence that this company will deliver on a promise and I want this pool out of my life for good.I reject the response from A-Tex Family Fun Center because it is full of statements Regards, [redacted]
A-Tex does not dispute that there was a problem with the installation of the *** pool It is not a structural issue, and does not affect in any way their ability to use the pool It is basically a divot underneath the pool liner, which creates a cosmetic defect As they
state, *** ***, our service department manager, came out and inspected the pool installation and agreed that repairs were necessaryA-Tex also does not dispute that there were some difficulties in scheduling the repairs Mr*** did indeed have some family situations that caused him to cancel some appointments he made with the ***s Another factor which complicated scheduling the repairs was the fact that the ***s wished to try to save as much water as possible from the pool when the repairs were done We respected their wishes, as we were very aware of the severe drought situation in the area But this did make scheduling the repairs more complicated, as special equipment would be needed to retain the water while we worked on the pool Lastly, as they state in their complaint, Mr*** correctly pointed out that the fall/winter season would not be a desirable time to do the repairs, as the pool liner requires warm weather to be pliable so that it can be installed with the least possible wrinkles.At some point during this chain of events, the situation became personal for the ***s They decided that Mr*** was the cause of all their troubles, and refused to deal with him any longer They did contact various A-Tex personnel, up to and including myself, the owner of A-Tex At every turn, they were informed that *** *** was the service manager, that he was the one with the expertise and skills necessary for the job, and that he would be the person they would need to deal with They continually balked at dealing with Mr***, saying that they did not want him on their property A-Tex does not employ any other person with the experience and skills needed to make these repairs - it's *** *** or no one.Finally, in about July of 2014, during a conversation between Mrs*** and myself, during which I once again explained that *** *** was a reputable person and an expert in his field, she agreed to consider allowing him to come out and repair the pool She stated that she and her husband were going on a trip out of the country in the next few days, but that she would discuss the situation with her husband and call me back with their decision Until the day I received this complaint, I never heard back form her again. To summarize, while A-Tex and our service manager *** *** have certainly not been as efficient as we could have been in making and keeping appointments to do the necessary repairs, we are and have been more than willing to do the work The ultimate obstacle has been the ***'s refusal to work with Mr***, the only person who can do the job
As Mr*** states, we attempted to fix the problem on his spa, but were unable to make the necessary repairs Dimension One decided that in this instance, the best course of action would be to replace the spa This situation very rarely occurs, but when it does, the decision to
replace the spa is always made by the manufacturer, not A-Tex At that point, the process is really out of our hands Dimension One orders a new spa to be built at the factory, and when it is completed they arrange for it to be shipped to us At that point, we can take over again and exchange the new spa for the defective one This is what happened in Mr***'s case - Dimension One had a new spa built for him It was completed and shipped last week, and we received it here at A-Tex today We will be contacting Mr*** today and arranging to swap the spas out this week We are sorry for the delays, but that is the time frame it took the manufacturer to process the warranty claim, build a new spa, and have it shipped to Austin We have been in communication with Mr*** throughout this process, and we have always given him updates to the best of our ability Unfortunately, while the spa was being built we were at the mercy of the manufacturer as to when it would be completed As he states, he called Dimension One and was not able to get a definite completion date himself That is the same situation we were in We did take the extra step of having the factory representative for Dimension One, Mr*** ***, contact Mr*** directly to make sure he was being taken care of and to assure him that both A-Tex and Dimension One were doing their best to expedite the process Having to replace a spa is an extremely rare situation, and we certainly understand Mr***'s frustrations However, we do want to make it clear that A-Tex has done everything it could during this time to keep him informed and make an unfortunate situation go as smoothly as possible for everyone
In a good-faith effort to amicably resolve this dispute, I called and spoke with both Mrand Mrs*** today, Friday February 20th We have agreed that I will come out to their home sometime during the next few weeks to meet with them and personally inspect their pool At that time, we will determine the proper course of action I will be contacting the ***s next week to set a exact date and time- *** ***
Complaint: [redacted]
I am rejecting this response because: This response from the vendor is all lies and punitive damages will be sought. They've lied about early billing and willfully charged my account while saying they'd hold charges until delivery. The representative of the A-Tex willfully represented that his company would deliver on time and A-Tex didn't deliver. There is no contract and no Invoice # on this bill of sales. There is no contract. I've filed complaints with the Attorney General of Texas, Consumer Division of Complaints and Capital One Visa. Better Business only protects their paying customers.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:It is not a single low spot in the pool. The entire floor is uneven with spots serveral inches lower than the surrounding area. When we were quoted an installation price we were told it would be a 2 day job. One day to remove the old pool and one day to install the new pool. The entire process was completed in one day. Obviously it was rushed and the install was not properly done. We were never told that special equipment needed to save our water was an issue. I did state that I did not want to waste the water but I was told they have tanks to store the water and it would be no problem. The statement that I refused to work with [redacted] all along is completely false. They expose their own lie by their admission that [redacted] missed multiple appointments with us. If we were refusing to work with him why did we make all those appointments?The statement that I was told it was [redacted] or no one is also false. By July of 2014, after missing the use of my very expensive pool for 2 summers I had become quite frustrated. Over the year and a half before that we have made many appointments with [redacted]. We have taken days off work and waited for him to show up. He doesn't call to say he isn't coming. After each no-show we would again have to make multiple phone calls to get a single returned call. And the cycle starts again. I would also like to point out that while family problems were the reason given for some missed appointments, being busy with new installs was just as often the reason. We were ignored because they already had our money. As a matter of fact I spoke to [redacted] on the phone this month and he stated that we were put on the back burner in favor of new installs and he apologized for that. That's nice, but it is not enough.So yes, by July of 2014 I was done waiting for [redacted]. At that time we were told we could get a different crew. At this point, since we had already lost the use of our pool for the 2nd summer, I was very upset and decided it would be a good time to take a step back and cool off. In January of 2015 when I decided it was time to try dealing with A-Tex again, at this point is when I was told my only option for having the pool repaired was [redacted]. I have no confidence that this company will deliver on a promise and I want this pool out of my life for good.I reject the response from A-Tex Family Fun Center because it is full of false statements.
Regards,
[redacted]
A-Tex stands by its prior response, as evidenced by the signed documents provided with that prior response. A-Tex continues to hold Mr. [redacted]'s spa for him, awaiting instructions as to where and when he would like it delivered.
Complaint: [redacted]I am rejecting this response because:Demension-1 called and took responsibility for their mistakes and lack of communication. They told me that they “want to make it right” A-Tex has not, and they continue to disappoint. Their service department called me on Monday (4/20/2015) and informed me that the new hot tub was in and ready to be delivered. The gentleman asked if I would like it delivered the next day (Tuesday) in the afternoon or Wednesday morning. I told him it did not matter to me. This same gentleman said he would call me back with which day it will be and they will get the hot tubs swapped out. It is now Wednesday afternoon. There has been no return phone call and our broken hot tub is still sitting in the same spot. I want A-Tex Family Fun Center to reimburse me for the two months our hot tub has sat empty and broke. We financed the hot tub and are continuing to make payments on something we have not been able to us. This should also be noted. At one time I was told I would need to talk to the owner of A-Tex. I said “why don’t you have the owner call me” I never received that call either. Regards,[redacted]
There are several inaccuracies in this complaint. Mr. [redacted] did come into our Burnet Road store on 4/27/17 and purchase a California Cooperage Model 380 spa from us. He gave us his credit card at that time, we ran the charge, and he signed the sales slip. (See attachment labeled...
"[redacted] receipt"). This completely contradicts his claim that we took his credit card info and said we would bill when the installation was complete. We do not deliver product without receiving payment in full beforehand - just like furniture stores, appliance stores, or any other store selling expensive merchandise. The product must be paid for before it is delivered. Mr. [redacted] says we promised delivery in one week to ten days. If you look at the delivery agreement signed by Mr. [redacted] (see attachment labeled "[redacted] delivery agreement) you will see at the top right that the space for "estimated delivery date" is left blank. This is because our normal procedure is to have our installation department contact the customer sometime after the sale and arrange a date and time for delivery. This was done in Mr. [redacted]'s case, and the date of May 11th was agreed upon. If we had made a commitment for a certain delivery time frame at the time of sale, we would have filled in that information on the delivery agreement.Mr. [redacted] called our store on May 8th and told us that he had sold the property where he was going to put the spa and didn't want it anymore, requesting a full refund. He was never placed on "indefinite hold". He was, however, told that our sales contracts clearly state that all deposits are non-refundable. (See attachment labeled "[redacted] contract" at the lower left, right above his signature.) At that point we offered Mr. [redacted] several options, including delivering the spa to an alternate location, holding the spa until he was ready for it, or letting him come pick up the spa himself if that is what he preferred. We are ready and willing to perform our responsibilities under the terms of the contract we made with Mr. [redacted]. We only ask that he do the same.
We sincerely apologize for any communication errors that may have occurred. When Wulf Vance, the service manager, called Mr. [redacted] to set up delivery of the new spa, he offered him the choice of Tuesday or Thursday. As he states in his complaint, Mr. [redacted] thought he offered Tuesday or Wednesday. We should have reiterated the dates to make absolutely sure we were all on the same page. In any case, when we were told that it didn't matter when we came (as Mr. [redacted] states that he told us), we scheduled the delivery for Thursday. This too should have been clearly communicated, and we apologize if it was not. The replacement spa was delivered Thursday, the old spa was removed, and Mr. [redacted] now has a brand new functioning hot tub in his yard. In addition, as a gesture of goodwill Dimension One has sent Mr. [redacted] a "care package" containing various accessories for his spa. We hope that Mr. [redacted] enjoys his new spa for many years to come. In an effort to never have any communication problems arise again in our relationship, the owner of A-Tex [redacted] invites Mr. [redacted] to contact him personally on his direct telephone line at ###-###-#### if he needs any assistance in the future.
Complaint: [redacted] I am rejecting this response because:It is not a single low spot in the pool The entire floor is uneven with spots serveral inches lower than the surrounding area When we were quoted an installation price we were told it would be a day job One day to remove the old pool and one day to install the new pool The entire process was completed in one day Obviously it was rushed and the install was not properly done We were never told that special equipment needed to save our water was an issue I did state that I did not want to waste the water but I was told they have tanks to store the water and it would be no problem The statement that I refused to work with [redacted] all along is completely falseThey expose their own lie by their admission that [redacted] missed multiple appointments with us If we were refusing to work with him why did we make all those appointments?The statement that I was told it was [redacted] or no one is also false By July of 2014, after missing the use of my very expensive pool for summers I had become quite frustrated Over the year and a half before that we have made many appointments with *** We have taken days off work and waited for him to show up He doesn't call to say he isn't coming After each no-show we would again have to make multiple phone calls to get a single returned call And the cycle starts again I would also like to point out that while family problems were the reason given for some missed appointments, being busy with new installs was just as often the reason We were ignored because they already had our money As a matter of fact I spoke to [redacted] on the phone this month and he stated that we were put on the back burner in favor of new installs and he apologized for that That's nice, but it is not enough.So yes, by July of I was done waiting for *** At that time we were told we could get a different crew At this point, since we had already lost the use of our pool for the 2nd summer, I was very upset and decided it would be a good time to take a step back and cool off In January of when I decided it was time to try dealing with A-Tex again, at this point is when I was told my only option for having the pool repaired was *** I have no confidence that this company will deliver on a promise and I want this pool out of my life for good.I reject the response from A-Tex Family Fun Center because it is full of statements Regards, [redacted]
A-Tex does not dispute that there was a problem with the installation of the *** pool It is not a structural issue, and does not affect in any way their ability to use the pool It is basically a divot underneath the pool liner, which creates a cosmetic defect As they
state, *** ***, our service department manager, came out and inspected the pool installation and agreed that repairs were necessaryA-Tex also does not dispute that there were some difficulties in scheduling the repairs Mr*** did indeed have some family situations that caused him to cancel some appointments he made with the ***s Another factor which complicated scheduling the repairs was the fact that the ***s wished to try to save as much water as possible from the pool when the repairs were done We respected their wishes, as we were very aware of the severe drought situation in the area But this did make scheduling the repairs more complicated, as special equipment would be needed to retain the water while we worked on the pool Lastly, as they state in their complaint, Mr*** correctly pointed out that the fall/winter season would not be a desirable time to do the repairs, as the pool liner requires warm weather to be pliable so that it can be installed with the least possible wrinkles.At some point during this chain of events, the situation became personal for the ***s They decided that Mr*** was the cause of all their troubles, and refused to deal with him any longer They did contact various A-Tex personnel, up to and including myself, the owner of A-Tex At every turn, they were informed that *** *** was the service manager, that he was the one with the expertise and skills necessary for the job, and that he would be the person they would need to deal with They continually balked at dealing with Mr***, saying that they did not want him on their property A-Tex does not employ any other person with the experience and skills needed to make these repairs - it's *** *** or no one.Finally, in about July of 2014, during a conversation between Mrs*** and myself, during which I once again explained that *** *** was a reputable person and an expert in his field, she agreed to consider allowing him to come out and repair the pool She stated that she and her husband were going on a trip out of the country in the next few days, but that she would discuss the situation with her husband and call me back with their decision Until the day I received this complaint, I never heard back form her again. To summarize, while A-Tex and our service manager *** *** have certainly not been as efficient as we could have been in making and keeping appointments to do the necessary repairs, we are and have been more than willing to do the work The ultimate obstacle has been the ***'s refusal to work with Mr***, the only person who can do the job
As Mr*** states, we attempted to fix the problem on his spa, but were unable to make the necessary repairs Dimension One decided that in this instance, the best course of action would be to replace the spa This situation very rarely occurs, but when it does, the decision to
replace the spa is always made by the manufacturer, not A-Tex At that point, the process is really out of our hands Dimension One orders a new spa to be built at the factory, and when it is completed they arrange for it to be shipped to us At that point, we can take over again and exchange the new spa for the defective one This is what happened in Mr***'s case - Dimension One had a new spa built for him It was completed and shipped last week, and we received it here at A-Tex today We will be contacting Mr*** today and arranging to swap the spas out this week We are sorry for the delays, but that is the time frame it took the manufacturer to process the warranty claim, build a new spa, and have it shipped to Austin We have been in communication with Mr*** throughout this process, and we have always given him updates to the best of our ability Unfortunately, while the spa was being built we were at the mercy of the manufacturer as to when it would be completed As he states, he called Dimension One and was not able to get a definite completion date himself That is the same situation we were in We did take the extra step of having the factory representative for Dimension One, Mr*** ***, contact Mr*** directly to make sure he was being taken care of and to assure him that both A-Tex and Dimension One were doing their best to expedite the process Having to replace a spa is an extremely rare situation, and we certainly understand Mr***'s frustrations However, we do want to make it clear that A-Tex has done everything it could during this time to keep him informed and make an unfortunate situation go as smoothly as possible for everyone
In a good-faith effort to amicably resolve this dispute, I called and spoke with both Mrand Mrs*** today, Friday February 20th We have agreed that I will come out to their home sometime during the next few weeks to meet with them and personally inspect their pool At that time, we will determine the proper course of action I will be contacting the ***s next week to set a exact date and time- *** ***
Complaint: [redacted]
I am rejecting this response because: This response from the vendor is all lies and punitive damages will be sought. They've lied about early billing and willfully charged my account while saying they'd hold charges until delivery. The representative of the A-Tex willfully represented that his company would deliver on time and A-Tex didn't deliver. There is no contract and no Invoice # on this bill of sales. There is no contract. I've filed complaints with the Attorney General of Texas, Consumer Division of Complaints and Capital One Visa. Better Business only protects their paying customers.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:It is not a single low spot in the pool. The entire floor is uneven with spots serveral inches lower than the surrounding area. When we were quoted an installation price we were told it would be a 2 day job. One day to remove the old pool and one day to install the new pool. The entire process was completed in one day. Obviously it was rushed and the install was not properly done. We were never told that special equipment needed to save our water was an issue. I did state that I did not want to waste the water but I was told they have tanks to store the water and it would be no problem. The statement that I refused to work with [redacted] all along is completely false. They expose their own lie by their admission that [redacted] missed multiple appointments with us. If we were refusing to work with him why did we make all those appointments?The statement that I was told it was [redacted] or no one is also false. By July of 2014, after missing the use of my very expensive pool for 2 summers I had become quite frustrated. Over the year and a half before that we have made many appointments with [redacted]. We have taken days off work and waited for him to show up. He doesn't call to say he isn't coming. After each no-show we would again have to make multiple phone calls to get a single returned call. And the cycle starts again. I would also like to point out that while family problems were the reason given for some missed appointments, being busy with new installs was just as often the reason. We were ignored because they already had our money. As a matter of fact I spoke to [redacted] on the phone this month and he stated that we were put on the back burner in favor of new installs and he apologized for that. That's nice, but it is not enough.So yes, by July of 2014 I was done waiting for [redacted]. At that time we were told we could get a different crew. At this point, since we had already lost the use of our pool for the 2nd summer, I was very upset and decided it would be a good time to take a step back and cool off. In January of 2015 when I decided it was time to try dealing with A-Tex again, at this point is when I was told my only option for having the pool repaired was [redacted]. I have no confidence that this company will deliver on a promise and I want this pool out of my life for good.I reject the response from A-Tex Family Fun Center because it is full of false statements.
Regards,
[redacted]
A-Tex stands by its prior response, as evidenced by the signed documents provided with that prior response. A-Tex continues to hold Mr. [redacted]'s spa for him, awaiting instructions as to where and when he would like it delivered.
Complaint: [redacted]I am rejecting this response because:Demension-1 called and took responsibility for their mistakes and lack of communication. They told me that they “want to make it right” A-Tex has not, and they continue to disappoint. Their service department called me on Monday (4/20/2015) and informed me that the new hot tub was in and ready to be delivered. The gentleman asked if I would like it delivered the next day (Tuesday) in the afternoon or Wednesday morning. I told him it did not matter to me. This same gentleman said he would call me back with which day it will be and they will get the hot tubs swapped out. It is now Wednesday afternoon. There has been no return phone call and our broken hot tub is still sitting in the same spot. I want A-Tex Family Fun Center to reimburse me for the two months our hot tub has sat empty and broke. We financed the hot tub and are continuing to make payments on something we have not been able to us. This should also be noted. At one time I was told I would need to talk to the owner of A-Tex. I said “why don’t you have the owner call me” I never received that call either. Regards,[redacted]
There are several inaccuracies in this complaint. Mr. [redacted] did come into our Burnet Road store on 4/27/17 and purchase a California Cooperage Model 380 spa from us. He gave us his credit card at that time, we ran the charge, and he signed the sales slip. (See attachment labeled...
"[redacted] receipt"). This completely contradicts his claim that we took his credit card info and said we would bill when the installation was complete. We do not deliver product without receiving payment in full beforehand - just like furniture stores, appliance stores, or any other store selling expensive merchandise. The product must be paid for before it is delivered. Mr. [redacted] says we promised delivery in one week to ten days. If you look at the delivery agreement signed by Mr. [redacted] (see attachment labeled "[redacted] delivery agreement) you will see at the top right that the space for "estimated delivery date" is left blank. This is because our normal procedure is to have our installation department contact the customer sometime after the sale and arrange a date and time for delivery. This was done in Mr. [redacted]'s case, and the date of May 11th was agreed upon. If we had made a commitment for a certain delivery time frame at the time of sale, we would have filled in that information on the delivery agreement.Mr. [redacted] called our store on May 8th and told us that he had sold the property where he was going to put the spa and didn't want it anymore, requesting a full refund. He was never placed on "indefinite hold". He was, however, told that our sales contracts clearly state that all deposits are non-refundable. (See attachment labeled "[redacted] contract" at the lower left, right above his signature.) At that point we offered Mr. [redacted] several options, including delivering the spa to an alternate location, holding the spa until he was ready for it, or letting him come pick up the spa himself if that is what he preferred. We are ready and willing to perform our responsibilities under the terms of the contract we made with Mr. [redacted]. We only ask that he do the same.
We sincerely apologize for any communication errors that may have occurred. When Wulf Vance, the service manager, called Mr. [redacted] to set up delivery of the new spa, he offered him the choice of Tuesday or Thursday. As he states in his complaint, Mr. [redacted] thought he offered Tuesday or Wednesday. We should have reiterated the dates to make absolutely sure we were all on the same page. In any case, when we were told that it didn't matter when we came (as Mr. [redacted] states that he told us), we scheduled the delivery for Thursday. This too should have been clearly communicated, and we apologize if it was not. The replacement spa was delivered Thursday, the old spa was removed, and Mr. [redacted] now has a brand new functioning hot tub in his yard. In addition, as a gesture of goodwill Dimension One has sent Mr. [redacted] a "care package" containing various accessories for his spa. We hope that Mr. [redacted] enjoys his new spa for many years to come. In an effort to never have any communication problems arise again in our relationship, the owner of A-Tex [redacted] invites Mr. [redacted] to contact him personally on his direct telephone line at ###-###-#### if he needs any assistance in the future.