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American Hot Tub and Pool

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American Hot Tub and Pool Reviews (1)

Review: We purchased a new [redacted] and installed it July 2013. We have only been able to use it about 5 times. The tub runs constanly, over heats, heat loss 5 to 7 degrees, and has a thin spot were the light is. We have worked in good faith with [redacted] but have had little results in effecting the repair. He does not do follow up. Comes on to the property thrue a side gate with out coming to the front door. His finale response to us was that [redacted] had told him to replace the heat element need and the heat sensors. I tried to get the name of the [redacted] representative that he was working with and was told to check online. I did speak to [redacted] at [redacted] who said that [redacted] had contacted him twice but at this time there had been no such recomendation from [redacted]. The last time that [redacted] came onto my property was on the 28th of October or 29th, 2013 it was 1hr after his employee had come out to reset or adjust something. When [redacted] showed up he accused my mother of messing with the tub and told her to Shut Up (I have since been corrected in a Text by [redacted] that he was only telling my Girlfriend to Shut Up) I am a disabled Veteran and we purchased this tub to help with pain issues. I told [redacted] that we needed to come up with a solution for the tub, on October 30, 2013. He told me that he would contact [redacted] and get back with me on Nov 4, 2013. I never heard back from him left msgs on the 5th, 6th and then sent him a text on the 7th of Noveber. I told him that I had disconected the tub drained and placed into my heated Garage.. I am feed up with the lack of service, the run around and the accusations from [redacted].. The tub dosn't work. My Electric bill jumped 40 to 50.00 a month. I have additional logs of the Saga with dates and times which details the run around and lack of service, follow up or follow through.Desired Settlement: I would like a refund of the money that was spent on the hot tub and supplies.Totaling about 3800.00+ dollarsIf I have to take this to court I will only settle for the full purchase price, tax, supplies and court costs.But in good faith gesture I would settle at 3200.00 If we are able to resolve this with out going to court.

Business

Response:

December 12, 2013

Resolution Moderator

RE: ID [redacted]

Thank you for the opportunity to respond to this complaint.

As a point of fact, I never sold anything to the complainant. However, the tub in question was purchased in October 2012.

In compliance with the warranty with Viking Spas, I replaced a burned out control board, and continued to fulfill the Viking Spas warranty requirements to the best of our abilities, until the spa was disabled by the customer.

According to Viking Spas, with whom I have been working to satisfy this customer, “We cannot resolve any issues with his spa as long as it is disconnected and sitting in his garage.” [redacted], National Customer Service Manager of Viking Spas said, “I indicated that if he wishes to reinstall the spa, fill it and put it on line, we’ll be more than happy to work with our dealer until we can find a resolution to his problem.”

As you can see, I have been in contact with our representative to resolve this problem. We have indicated such to the complainant.

Thank you for your consideration. Please feel free to contact me with any questions about this matter.

American Hot Tub and Pool, LLC

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

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.

I will start by saying that I am not sure who [redacted] is unless he goes by [redacted]. We purchased our tub from [redacted] on the 16th or 17th of February 2013 at his show room in Cle Elum Washington. It was in the middle of winter here at the time and we told him that we would be unable to take delivery of the spa untill summer. He told us it was the spa he had on his show room floor and it would not be a problem storing it untill we were ready.. Just let him know when we were ready to have him deliver and set up. We did take delivery of our indoor infared Sauna (which was delivered and set up with in a few weeks). Please Note the copy of the cancelled check that was made out to [redacted] and dated February 17, 2013 and was cashed at US Bank on February 19, 2013. [redacted] told us his receipt machine was down and that he would provide us a receipt when he delivered tha sauna. He did not provide a receipt when he deliverd and set up the Infared Sauna or since then. We picked up the Tub in July becouse he was unable to deliver, We had everything hooked up and filled (We were told by [redacted] to have him come out to fire up and check) He came out installed the accesories chemicalls did a system check and charged us close to 700.00 Dollars. We filled out the warranty card and put the date we took delivery of the tub on the paper work and mailed it in. I have attached a type written documentation of events since the tub was hooked up and all the problems we have experienced, to include conversations, phone messages and texts with [redacted] and employees of his Company. Also the one time that I spoke to [redacted]t Viking is noted as well.

So at the start of the Business response He states he didnt sell us the tub. But [redacted]l ([redacted]) [redacted] sold us the tub he even endoresed the check when he cashed it. Second he states that we purchase the tub Oct 2012. When in fact it was purchased in February 2013 as our canceled check made out endorsed and cashed by [redacted] on February 19, 2013 shows. Third I have attached documentation as to the length of time and the run around and lack of follow through that we expereinced from set up to now with the Hot tub this includes a very detailed day to day account as it happened. I am not sure what constitutes customer service or good warranty follow through, but I am sure my experience with American Hot Tub and Pool, LLC is not what other companys would use as a business model. [redacted]l ([redacted]) [redacted] states he has tried to resolve the issue according to Viking Spas, all I will say is that my detailed account of what has transpired shows that he has not.

Regards,

Business

Response:

Dear [redacted],

In regards to [redacted] additional comments on this matter, it is evident that he has very little actual recall of the events. As I said before, I did not sell the tub to him. It was sold to [redacted].

[redacted] is well aware that my given name is [redacted] and that I go by [redacted]. He also references me at one point as [redacted] for some reason.

According to my records, the tub was sold in October 2012. I stored the tub in my showroom for [redacted] until it could be delivered. Two of my employees will confirm that they did indeed deliver the tub to [redacted]’s address in [redacted]. [redacted] was responsible for the proper, legal installation of the electrical breaker and GFI, and hook-up for the tub.

The $700 she is referring to is the cost of the sauna that she also purchased from us at the same time. At no time were they charged for any warranty work, even when it was obvious that there was something beyond the electrical system of the tub that was the problem.

I am glad that she filled out the warranty and I hope that she will read it. I cannot perform any work on the tub while it is in her garage and not legally electrically hooked up. I will need to talk to the electrician that performed the installation of the breaker and GFI, and examine the permit the state has approved before I can progress.

For me to fulfill the warranty, she will need to reinstall the tub—this is what the Viking Spas customer service manager told her. Then she will need to contact her electrician to assure that all electrical outlets and breakers are working as they should. She will then need to contact Viking Spas to set up a warranty service call, and provide access to the tub for the electrician and American Hot Tub and Pool, LLC.

I have tried to accommodate this customer. I have advised her that surface temperature variations are normal, and those she has described are well within normal limits, according to Viking Spas criteria. I have provided instruction on optimal hot tub operation and maintenance, but fear that these instructions were not followed.

In August, I had to leave for Texas because my mother was dying, and I may not have been as responsive as this customer would have liked—although I told her several times that these minor problems would be taken care of when I returned.

I believe that I have operated in good faith with [redacted] and have tried at every turn to address her concerns. As stated above, they must legally reinstall the hot tub before I can proceed.

I have offered a solution to this issue and it is up to [redacted] to avail herself of this remedy.

This concludes my involvement in this matter with the Revdex.com. I suggest you contact Viking Spas for any further information about their warranty.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

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,

Consumer

Response:

I have sent documentation/proof to [redacted]. That shows the check that was used to purchase the Hot tub (In February). The check was made out to [redacted]. It was endorsed by [redacted] I also provided a receipt for additional charges when he came out to my property to finish the set up and start up. I provided a detail account of what we have gone through with this company. I have texts that I saved from him ([redacted] giving me the run around on getting resolution for the issues with the hot tub. I had to pay a contractor to pick up the hot tub because his company could not deliver as they said the would.

The company has provided nothing but excesses. They have not provided any documentation at all.

And I hope that no one else in the community that I live in has the misfortune of being ripped off for thousands of dollars by this excuse for a business.

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Description: Spas & Hot Tubs - Supplies & Parts

Address: Cle Elum, Washington, United States, 98922-1174

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Web:

www.napaautocare.com

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Shady, yet now dead: once upon a time this website was reported to be associated with American Hot Tub and Pool LLC, but after several inspections we’ve come to the conclusion that this domain is no longer active.



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