Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***Please provide copies of all orders that have been signed by me [redacted] so that I know I viewed a particular piece of infoI also know that part of the sale with ***ttopher was that the kids bath had to be just like the master bath except for the med cabinet should be a mirror and the counter was to be a different color with the selected finnishAlso we reclined ur offer to bring the counter top down to u on the bases of we paid u to deliver becuase we have cars and not a way to transport this.to the threats I served no threat what so ever other than that if we didnt resolve this at store level I would have to be forced to go to the next stepI have provided all and everything that has been presented to me with reciepts of purchasesAll other changes made or none signature items we are not aware of
***, Agean have been in regular communication with you and your wifePlease understand we do not make the productWe are on your team and doing everything possible to get this problem fixed for you as fast as possibleWe know you head to [redacted] for the winter and want to use the new hot tub before you leaveI spoke to your wife on Saturday for minutes and we have everything worked outWhen your hot tub was delivered, it had a problem within hours, after it started operatingThe pump started working and after a period of time it would stop workingAfter you called us, the replacement pump was ordered and as soon as it arrived the service tech came out and installed the pump the next dayWhen you and the service tech were there (Friday 8/21) everything was working perfectlyWe both thought the problem was fixedYou called later that day, after you went out and found out that the problem came back with the same error codeYou left a message Friday night that you wanted the owner to callI called you wife just after AM Saturday morningWe spoke in detail about how we would get a tech out as soon as possibleI believe the plan is to have [redacted] (from [redacted] Spas factory team) to stop out Tuesday to work on the hot tubHe is going to check on the circuit board and the topside controlHe would of been out today but was not able to get a topside control until this afternoonHopefully the tub will be working perfect for you tomorrowWe have responded to every call within hours of receiving it and send a service tech within hours of having a partWe will get your hot tub going so you will be able to use it for years to comePlease do not hesitate to contact us if you need anything else Thanks, [redacted] Agean ###-###-####
On Monday service tech came to the house and hot tub was low on waterFilled hot tubRemoved air pocket from pumpHot tub was working perfectIt looked like a case of low water that sucked air into the pumpWaited a hour with no problemCustomer called Monday afternoonTech came to the house within a hourDid testing and narrowed the problem to the circuit board or electricTuesday morning the tech replaced the circuit boardTech had circuit board Monday but did not replace because we thought the air pocket was the problemCalled customer Tuesday evening hot tub working perfectCustomer used tub Wed morning no problemsFollowed up Thursday no problemsFinal follow up call Friday no problems We are sorry it took the time it did to fix the problemBecause the problem only happened periodically it was difficult to identify the problem because it would never happen when we were at the job siteWe were in constant contact with the customer and we were always at the customers house within hours of receiving a part Hot tub delivered August 11, August Customer called with pump problem August pump replaced August at customers house two times (air pocket, voltage testing, testing board, ozone, wiring) Hot tub working perfectly August
I am sorry I am having a very difficult time understanding the response from Mr [redacted] (the customer)I am going to do my best to respondThe first order started on 1/The second order started on 2/The text message was before Feb It was when we told the customer that a rope edge is not availableThey asked us to send pictures of other edgesThey decided on the beveled edgeWhen they ordered the second top they also ordered the beveled edgeWe provide multiple estimates for many customersAs you see on the estimate the customer provided on 2/he received a price for a 3/4" vanity top with a wave bowl and a standard square edgeWhen he placed the order on 2/he changed to a 1/2" top with a beveled edgeThe customer did not buy faucets from us so there is no way of knowing if he wants a 1", 4" 8", or 12" spreadWe try to ask as many questions as possibleIn the end we have to go with what the customer has orderedThe day after the customer received the item we offered if he brought the top back that we would drill the holes at no costUnfortunately, the customer threatened Agean and employeesAt that point we let the customer know he was not welcome to call or come to Agean in the futureAny communication would have to be in writingIf the customer would like to have someone else(besides himself) bring the tops back to Agean Monday- Friday between AM-PM we will drill the tops while they are hereIt will probably take between 10-minutesPer my conversation with the Revdex.com this is our final offerWe would ask if the customer is not willing to accept this, that the Revdex.com close the complaint
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] ***Please provide copies of all orders that have been signed by me [redacted] so that I know I viewed a particular piece of infoI also know that part of the sale with ***ttopher was that the kids bath had to be just like the master bath except for the med cabinet should be a mirror and the counter was to be a different color with the selected finnishAlso we reclined ur offer to bring the counter top down to u on the bases of we paid u to deliver becuase we have cars and not a way to transport this.to the threats I served no threat what so ever other than that if we didnt resolve this at store level I would have to be forced to go to the next stepI have provided all and everything that has been presented to me with reciepts of purchasesAll other changes made or none signature items we are not aware of
***, Agean have been in regular communication with you and your wifePlease understand we do not make the productWe are on your team and doing everything possible to get this problem fixed for you as fast as possibleWe know you head to [redacted] for the winter and want to use the new hot tub before you leaveI spoke to your wife on Saturday for minutes and we have everything worked outWhen your hot tub was delivered, it had a problem within hours, after it started operatingThe pump started working and after a period of time it would stop workingAfter you called us, the replacement pump was ordered and as soon as it arrived the service tech came out and installed the pump the next dayWhen you and the service tech were there (Friday 8/21) everything was working perfectlyWe both thought the problem was fixedYou called later that day, after you went out and found out that the problem came back with the same error codeYou left a message Friday night that you wanted the owner to callI called you wife just after AM Saturday morningWe spoke in detail about how we would get a tech out as soon as possibleI believe the plan is to have [redacted] (from [redacted] Spas factory team) to stop out Tuesday to work on the hot tubHe is going to check on the circuit board and the topside controlHe would of been out today but was not able to get a topside control until this afternoonHopefully the tub will be working perfect for you tomorrowWe have responded to every call within hours of receiving it and send a service tech within hours of having a partWe will get your hot tub going so you will be able to use it for years to comePlease do not hesitate to contact us if you need anything else Thanks, [redacted] Agean ###-###-####
On Monday service tech came to the house and hot tub was low on waterFilled hot tubRemoved air pocket from pumpHot tub was working perfectIt looked like a case of low water that sucked air into the pumpWaited a hour with no problemCustomer called Monday afternoonTech came to the house within a hourDid testing and narrowed the problem to the circuit board or electricTuesday morning the tech replaced the circuit boardTech had circuit board Monday but did not replace because we thought the air pocket was the problemCalled customer Tuesday evening hot tub working perfectCustomer used tub Wed morning no problemsFollowed up Thursday no problemsFinal follow up call Friday no problems We are sorry it took the time it did to fix the problemBecause the problem only happened periodically it was difficult to identify the problem because it would never happen when we were at the job siteWe were in constant contact with the customer and we were always at the customers house within hours of receiving a part Hot tub delivered August 11, August Customer called with pump problem August pump replaced August at customers house two times (air pocket, voltage testing, testing board, ozone, wiring) Hot tub working perfectly August
I am sorry I am having a very difficult time understanding the response from Mr [redacted] (the customer)I am going to do my best to respondThe first order started on 1/The second order started on 2/The text message was before Feb It was when we told the customer that a rope edge is not availableThey asked us to send pictures of other edgesThey decided on the beveled edgeWhen they ordered the second top they also ordered the beveled edgeWe provide multiple estimates for many customersAs you see on the estimate the customer provided on 2/he received a price for a 3/4" vanity top with a wave bowl and a standard square edgeWhen he placed the order on 2/he changed to a 1/2" top with a beveled edgeThe customer did not buy faucets from us so there is no way of knowing if he wants a 1", 4" 8", or 12" spreadWe try to ask as many questions as possibleIn the end we have to go with what the customer has orderedThe day after the customer received the item we offered if he brought the top back that we would drill the holes at no costUnfortunately, the customer threatened Agean and employeesAt that point we let the customer know he was not welcome to call or come to Agean in the futureAny communication would have to be in writingIf the customer would like to have someone else(besides himself) bring the tops back to Agean Monday- Friday between AM-PM we will drill the tops while they are hereIt will probably take between 10-minutesPer my conversation with the Revdex.com this is our final offerWe would ask if the customer is not willing to accept this, that the Revdex.com close the complaint