Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] & [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]The response from Mr. H[redacted] is attacking our professional and ethical character which is very offensive. My wife and I have worked very hard for our reputation in our small business that we have had for 20 years and my wife as well in her professional career and in her involvement as a community servant. I want to make it clear that I was never shown a 30 day refund policy, and not until recently did we even notice the 90 day return policy on the invoice. The reason for that is because I never thought I would need to return it. This was something my wife she had always wanted and due to the fact that we knew for at least a year that it was time for her to retire I wanted it for her as a retirement gift. The implication that we added bubble bath to the tub is again attacking our ethics. The only chemicals or additives from day one were the ones they added. They came and tested and retested numerous times, surely they could see exactly what was in the water, especially after having the water professionally tested. Initially they blamed the well water then the water hose. It was evident from early on that they were perplexed, but they still kept promising our complete satisfaction. The tub was drained numerous times including the replacement tub, and the results were always the same, murky, foul smelling foam with grey sludge along the edge that creates a ring. Mr. H[redacted] is correct that on two different occasions they did clear it up after draining, putting clean water in and adding chemicals, but within a day or two it would return to that same bad state again. My wife did get in initially when the tub first warmed up after delivery of the first tub, she was in for just a few minutes because she just wanted it to warm further. It did warm up and the problems began. Technicians came and went each time telling us we would love it and it would be remedied until toward the end when none of them could deliver what was promised , a clear, clean hot tub.We were surprised that not one person from management or administration made an attempt to even call until the technicians were beside themselves and could not do anything else to figure out the problem. At that point and only that point did Mr. H[redacted] come to take a look and take over. He ended up at a total loss as well finally telling me that he had no idea what was going on and it was cold so he was going home. The phone conversation on November 19th is when Mr. H[redacted] said he had decided to just let us keep the tub and that the problem is in the water and it is not his problem. I started to respond to find the line dead. The problem we have is that we have a $10,0000 dollar piece of equipment that can not be used and is of no value. This particular tub has never even been sat in, after reaching down in the tub I did discover two of the jets are not coming on, but other than that the tub is brand new. Mr H[redacted] could sell this tub and recover most if not all of his expense. Bottom line is that we are no different than All About Spas, we are at a complete loss and have no idea why this is happening. We were never told that tubs are not refundable or that if the water is not clear or does not clear up for whatever reason it is just too darn bad, and we would just have to live with a hot tub that can not be used and could even be dangerous to our health. We merely made a purchase in good faith. We have no intention of throwing stones or going through he said , she said we just want them to honor good customer service and admit that this is not our fault, and the tub just wont work for some unknown reason. They made promises that they did not fulfill. They need to come get their tub and refund our money.
All About Spas provides every
customer with the necessary chemicals along with detailed written instructions
regarding maintaining the water in the spa. The customer has now responded that
they never treated the water with any chemicals or additives which is likely
the cause of their issue. Spas, like pools, require treatment and monitoring.
All hot tubs require certain chemicals in order for the water to remain clear
and clean. We typically do not do more than a visit or two for a new customer’s
chemicals. In this case, we sent our technicians to the customer’s
location numerous times to determine that the source of the customer’s
complaints was a water chemistry issue. As the customer even confirms, our
technicians were able to keep the water clean when we serviced the spa with
chemicals. It is only when we stopped treating the water ourselves and
turned maintenance over to the customer that we received a call that there were
problems. Obviously, when the customer does not treat the water as
required, as admitted in the customer’s most recent response, it will not stay
clean and clear. It is the customer’s responsibility to maintain the
water with the appropriate chemicals and failure to do so is not a reflection
of the quality of the products sold or the services being provided by All About
Spas. If the customer would simply monitor and treat the water they could enjoy
the spa.
Additionally, the customer states
that the spa works properly and was even used. The fact that the spa was used
is reason enough to deny a return. However, even if unused, our policy provides
that spas, once delivered, are non-returnable. The customer states that he did
not review the return policy because he never thought he would need to return
it. Our Sales Agreement clearly states some items cannot be returned. The
Return and Refund policy states that spas and hot tubs are items that cannot be
returned once delivered. The customer’s signature on the Sale Agreement
approves and accepts the terms of the Sales Agreement as well as the Return
& Refund Policy. Our denial of their request to return the hot tub is in
compliance with our Return & Refund Policy. Again, the spa is operational
and works properly. It is the failure of the customer to treat the water that
is source of their complaints. In our opinion, this is a case of buyer’s
remorse and is beyond the purview of Revdex.com guidelines.
We received a letter dated
December 4, 2015 from the customers’ attorney regarding this matter. As a
result, we have retained counsel as well and will let the lawyers attempt to
resolve this dispute from here.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] & [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]The response from Mr. H[redacted] is attacking our professional and ethical character which is very offensive. My wife and I have worked very hard for our reputation in our small business that we have had for 20 years and my wife as well in her professional career and in her involvement as a community servant. I want to make it clear that I was never shown a 30 day refund policy, and not until recently did we even notice the 90 day return policy on the invoice. The reason for that is because I never thought I would need to return it. This was something my wife she had always wanted and due to the fact that we knew for at least a year that it was time for her to retire I wanted it for her as a retirement gift. The implication that we added bubble bath to the tub is again attacking our ethics. The only chemicals or additives from day one were the ones they added. They came and tested and retested numerous times, surely they could see exactly what was in the water, especially after having the water professionally tested. Initially they blamed the well water then the water hose. It was evident from early on that they were perplexed, but they still kept promising our complete satisfaction. The tub was drained numerous times including the replacement tub, and the results were always the same, murky, foul smelling foam with grey sludge along the edge that creates a ring. Mr. H[redacted] is correct that on two different occasions they did clear it up after draining, putting clean water in and adding chemicals, but within a day or two it would return to that same bad state again. My wife did get in initially when the tub first warmed up after delivery of the first tub, she was in for just a few minutes because she just wanted it to warm further. It did warm up and the problems began. Technicians came and went each time telling us we would love it and it would be remedied until toward the end when none of them could deliver what was promised , a clear, clean hot tub.We were surprised that not one person from management or administration made an attempt to even call until the technicians were beside themselves and could not do anything else to figure out the problem. At that point and only that point did Mr. H[redacted] come to take a look and take over. He ended up at a total loss as well finally telling me that he had no idea what was going on and it was cold so he was going home. The phone conversation on November 19th is when Mr. H[redacted] said he had decided to just let us keep the tub and that the problem is in the water and it is not his problem. I started to respond to find the line dead. The problem we have is that we have a $10,0000 dollar piece of equipment that can not be used and is of no value. This particular tub has never even been sat in, after reaching down in the tub I did discover two of the jets are not coming on, but other than that the tub is brand new. Mr H[redacted] could sell this tub and recover most if not all of his expense. Bottom line is that we are no different than All About Spas, we are at a complete loss and have no idea why this is happening. We were never told that tubs are not refundable or that if the water is not clear or does not clear up for whatever reason it is just too darn bad, and we would just have to live with a hot tub that can not be used and could even be dangerous to our health. We merely made a purchase in good faith. We have no intention of throwing stones or going through he said , she said we just want them to honor good customer service and admit that this is not our fault, and the tub just wont work for some unknown reason. They made promises that they did not fulfill. They need to come get their tub and refund our money.
All About Spas provides every
customer with the necessary chemicals along with detailed written instructions
regarding maintaining the water in the spa. The customer has now responded that
they never treated the water with any chemicals or additives which is likely
the cause of their issue. Spas, like pools, require treatment and monitoring.
All hot tubs require certain chemicals in order for the water to remain clear
and clean. We typically do not do more than a visit or two for a new customer’s
chemicals. In this case, we sent our technicians to the customer’s
location numerous times to determine that the source of the customer’s
complaints was a water chemistry issue. As the customer even confirms, our
technicians were able to keep the water clean when we serviced the spa with
chemicals. It is only when we stopped treating the water ourselves and
turned maintenance over to the customer that we received a call that there were
problems. Obviously, when the customer does not treat the water as
required, as admitted in the customer’s most recent response, it will not stay
clean and clear. It is the customer’s responsibility to maintain the
water with the appropriate chemicals and failure to do so is not a reflection
of the quality of the products sold or the services being provided by All About
Spas. If the customer would simply monitor and treat the water they could enjoy
the spa.
Additionally, the customer states
that the spa works properly and was even used. The fact that the spa was used
is reason enough to deny a return. However, even if unused, our policy provides
that spas, once delivered, are non-returnable. The customer states that he did
not review the return policy because he never thought he would need to return
it. Our Sales Agreement clearly states some items cannot be returned. The
Return and Refund policy states that spas and hot tubs are items that cannot be
returned once delivered. The customer’s signature on the Sale Agreement
approves and accepts the terms of the Sales Agreement as well as the Return
& Refund Policy. Our denial of their request to return the hot tub is in
compliance with our Return & Refund Policy. Again, the spa is operational
and works properly. It is the failure of the customer to treat the water that
is source of their complaints. In our opinion, this is a case of buyer’s
remorse and is beyond the purview of Revdex.com guidelines.
We received a letter dated
December 4, 2015 from the customers’ attorney regarding this matter. As a
result, we have retained counsel as well and will let the lawyers attempt to
resolve this dispute from here.