Apollo Spas

Again, we will fix the leak when the customer contacts us to schedule an appt at no cost, since it was not completed correctly by the service technician, but we will not repair any damages, because this was not presented at the first time of service and neither side can prove the damages were caused by an Apollo Spas employee or an outside source.We are again awaiting the customer's call to Apollo Spas to schedule a service appt, should the customer decide that he wants Apollo Spas to repair the leakThanks, Apollo Spas Service Dept

If the customer wishes for us to fix the leak, we will fix the leak, but he will again need to call Apollo Spas for an appt, which he has acknowledged that he does not want to work on the spaTherefore, we need him to call and we will schedule an appt at the first available time, which is at least two weeks with our current heavy workload for our service techs.As far as the damages, these were not brought to our attention until two weeks later and we have no way to prove that the damages were or were not caused by an Apollo Spas employee or by another individual before or after the appt in early May Therefore, we will not pay for any damages, because it was not mentioned at original time of service

Complaint: ***
I am rejecting this response because:You are correct Ian did offer repairs at a discounted rate, however over a thousand dollars, I don't have that amount of money just laying aroundOur hot tub needed to be drained for him to do these repairs, plus Ian did not have the parts in his truck He was going to install something however it was a defective part, that had been rolling around his truckIan bounced around multiple issuesIan also told me someone would get ahold of us within a next couple weeks, never got contacted I called left a message and never got a call backI wanted to speak to Jennifer before any repairs were done, and I even tried calling her before Ian left I truly just want my hot tub to work. Over the entire time of owning our hot tub, we make several trips into spokane to talk to someone regarding our tub, but that must not of ever got documented into your systemIncluding during the years of no service calls that you are speaking ofI promise you, we reached out continuouslyWe tried everything and anything your staff recommended us to doJust because it wasn't documented that a service call was or wasn't needed does not mean that we didn't reach out to ApolloI have an email from Mr Skinner where I searched for warranty issues it took him over 6months and I never got a response from him I wish Apollo would put themselves in our shoes, we never owned or had any knowledge of hot tubs prior to this tub, we have countless times been told wrong informationCountless times told the wrong this to doBeen dealt some poor service calls Been ignored on warranty issuesGiven Onzone number because staff didn't have any knowledgeI just don't tell that someone should ever make such a big purchase to relax, and enjoy life, to be so stressed.
Sincerely,
*** And *** ***

This is so disappointing to hearThis company proves to be unethicalThe very 1st call I made to Apollo spas was to inform them of the damage there technicians caused and to inform them the leak was not fixedVery sad and sorry to hear this type of responseExtremely disappointingCustomer service is seriously lackingI had already waited two weeks for them to fix there shotty work, and they didn't show up? Then they want me to wait again !!! Totally unacceptablePlease just refund my card for the full amount charged on the last service call.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Apollo Spas has already agreed to pay the $250.00, so there is nothing to disputeCustomer does not need to remit any more funds

Complaint: ***
I am rejecting this response because:Hello, I understand that the tub is out of warranty, I have never asked for warranty work everWhat happened was that the Spa tech that was sent out did not fix the issueAs soon as the tub was filled it started leaking again and whatever he did caused another problemIt should be fixedAdditionally in the response my name is misspelled, which is quite unprofessionalI find it terribly disappointing that several supervisors were listening to the call and would not help me, this furthers my complaint of very poor customer service, having said that it is even more frustrating to hear that supervisors were listening to the call because I asked repeatedly to speak with a supervisor or manager and was told none was availablesomething doesn't seem right here to meEither they are lying about being on the phone or lying that a supervisor was not available and that everyone should be aware of because it really breaks trust and honesty to all clientsIt is unacceptable to lie to clients and no matter what I now see that I don't know what to believeAnd yes I definitely did say I would not accept the appointment time given and that I would not be interested in doing business with Apollo Spas againHere is whytech come out makes repair - it is a faulty repair and causes further damage to the spaI call to get the issue resolved and am told I will receive a call - I receive nothingI call again and set up an aptfor the 27thI take a day off work to be there for the aptno one shows up - by the way this is like two weeks after the tech damaged my tub and made a faulty repair- that is just bad customer service, they should have corrected the issue immediatelyI talk to *** get left on hold and then hung up onI call back later and *** tells me directly that she will get someone out the next dayThen she calls me back and says the soonest she can get someone out is a week laterThat is just not acceptableIt is terrible customer serviceI really don't want to work with Apollo I have been treated so bad it is unthinkableBut the problem is I paid for a repair that was not madeAnd damage was done to my tub and I don't think it is fair that I should have to pay for there mistake and then pay again to have it fixedApollo should do the right thing and come out and make the repair or refund my money and I will use a different company, either option I am happy withIt just seems to me that they are OK with screwing people over and treating them badly
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:In response to Mr***' letter; I am not complaining on how long the spa took to come in. Merely stating the timeline. The spa does not have a small scratch, it is a large deep gouge. Mr*** nor his repair person has come to look at it only the salesman Eden, who said he would replace the spa with a whole new spa and look at the landscaping repair when the snow melted. Eden also stated to my son and I all the errors made during the delivery process after coming out to install site. I was not aware of the fact that a spa delivered damaged would be repaired at their discretion. My contractor has looked at the spa for repair and stated a router or sanding would not be the correct way to repair this damage. Their are other damages to the spa besides the large chunk of cedar missing that are not as visible and a picture does not show enough definition and contrast to the extent of damage. When Eden came to see install site he was made aware of the damage done to my deck, and yard, and visibly saw the damage to the spa. *** *** was told to use the cement carport down below driveway to bring spa. He was also told he could make a path. He was not told he could make ruts, and tear up a HOA landscaped yard. Mr*** stated I was being melodramatic when I informed him I purchased a new spa as a repeat customer and did not expect a repair on a brand new spa because of delivery damage. MrR*** tried to pressure me into in store credit and repair of spa. He is now accusing me of getting thousands of dollars from thisI paid cash for a new spa, and paid for delivery. I did not expect this to money making venture on my half nor cost me anymore than it already did. The tone of his response indicates his strong arm methods of resolving customer issues by accusing the customer of bad faith. Mr R*** has not physically seen in person the damage to speak like it is a 'small scratch'. He knows so little about the incident that *** *** is not my sons name. His solution is completely unacceptable, I did not buy a new spa to have repairs before it is even used. The repaired top rail of tub would never match the rest and look the same. I want the spa picked up and full refund, with my deck and landscaping repaired without further damage to my property

We do apologize for the customer's inconvenience in regards to this appt and with the technician quitting that previously worked on his spa. An appt was scheduled for 5/27/15 and it appears that it was deleted (by accident and we accept full responsibility for this mistake) and we are attempting to...

work with Mr [redacted] in regards to fixing the leak for a spa that is out of warranty and we have already agreed to waive the trip charge, but Mr [redacted] yesterday, in a stern voice on the phone and in the presence of two senior managers who were listening, said that he did not want Apollo Spas working on his spa at any time in the future and asked that there be no further communication from Apollo Spas in regards to this, as he was going to have it fixed by someone else. We are somewhat troubled by this complaint, as we have attempted to work with Mr [redacted] in effort to correct a mistake from a former employee, but he does not want us to work on his spa and has told us directly by phone. Now, it appears that he has reversed course and wants us to work on it, but he has not contacted us and told us yesterday via phone to not contact him again in regards to this problem and we are following his direct request. If Mr [redacted] still wants us to fix the problem, he will need to contact us and we will fix the spa leak, but we need to hear from directly. As far as the damage to the spa, we have no way to prove that was caused by an Apollo Spas employee or from an outside source, but we do acknowledge the leak in the spa, which we will fix.

If the customer wishes for us to fix the leak, we will fix the leak, but he will again need to call Apollo Spas for an appt, which he has acknowledged that he does not want to work on the spa. Therefore, we need him to call and we will schedule an appt at the first available time, which is at least two weeks with our current heavy workload for our service techs.As far as the damages, these were not brought to our attention until two weeks later and we have no way to prove that the damages were or were not caused by an Apollo Spas employee or by another individual before or after the appt in early May 2015. Therefore, we will not pay for any damages, because it was not mentioned at original time of service.

I have had a second opinion by anothe hot tub company and they believe the damage is directly related to the faulty repair. I will not be satisfied until the faulty repair is made correct and the damage caused fixed or I receive a full refund. Customer service has been extremely poor. I have been lied to and I just want to be treated right. I don't think that is toMuch to ask. [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]
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 insufficient. 
Regards,
[redacted]

Subject: Re: Revdex.com COMPLAINT # [redacted] VS APOLLO SPASHi [redacted] and thank you.Based on the previous claim (ID # [redacted]), this issue has been closed and honestly, I don’t ever see this ending with this lady so I’ll choose to live by the agreement that the Revdex.com see’s this as us doing everything we could to resolve her complaint and that it was closed. I’m not clear how a closed file could or should go to arbitration??I would like to understand that when you (Revdex.com) concludes a claim as you did, that the understanding is that it was in fact, concluded and you recognized the business did everything they could to resolve it. I find it ludicrous that someone can file a claim, the Revdex.com see it through and find the business did everything they could to resolve and then weeks later, the same claim be brought up AGAIN under a different number? If that is in fact true, then we as consumers can perpetuate these claims until we’re old and grey… I honestly [redacted], don’t have the time nor energy to focus on this anymore. I offered everything I could and yet she was still not interested in accepting my generous offer nor accept the fact that we asked her to not slander us on social media after meeting those demands which as you saw, is going to be her intent regardless. Regards,Steve R[redacted]Corporate Sales ManagerArctic Spas / Apollo Spas / Blue Falls Manufacturing[redacted]@goarctic.comCell: [redacted]

The letter by Ms [redacted] has many half truths and certainly is an oversimplified version of the facts. Let me start by saying that we were made aware that the spa had a small scratch on the wooden top rail during the delivery process. It is common practice that we have the right to either repair or...

replace the spa if damaged has occurred and it was clearly and quickly determined that a cosmetic piece of wood can easily be repaired by a professional. This was not a structural aspect of the spa that would warrant replacement. With regards to her suggestion of “6 weeks”, I’d like to be clear that the spa was ordered November 30, 2016, the spa came in January 3, 2017, she paid the balance by phone on Jan 4, 2017 and on the 5th of January, she requested a Jan 10th delivery. So to be clear, the spa took 4 weeks to arrive. If they are going to embellish facts to make some point at this stage, then I question her motive in this entire situation! There’s no need to lie to make a point! Even on Saturday February 11, 2017, in our phone conversation, she mentioned 4 weeks, so I’m disappointed to see that she’s needing to be dishonest to make her point. Immediately, the company that delivers our spas for us (subcontracted to [redacted] at [redacted]) who have done HUNDREDS of spa deliveries for us over the years, told Ms [redacted] that he has a professional wood worker (cabinet maker) that would come out and repair the damage. This wasn’t going to be some warehouse person with a sanding block that came out. After NUMEROUS conversations between them, Ms [redacted] and my staff, she told them that SHE has someone that was going to come out and look at it. We told her that if she wanted to go that route instead, that they could send us the bill and we would cover it. Ms [redacted]s son, [redacted], told [redacted] from [redacted] that he would let them know.We hadn’t heard from her until Saturday Feb 11, 2017 at which time I got involved after she phoned the Spokane store. I told her that I thought this had been looked after and we were just waiting on the bill from her repair guy.I explained that I was very sorry that this hadn’t been looked after being such a minor issue and that I personally would get this looked after and send our cabinet maker out to get this fixed. She went on to explain that she bought a new spa and not a damaged one which I totally understand but I explained that this minor cosmetic damage to a wooden piece was easily repairable which is always our first course of action. If a customer isn’t satisfied, we would certainly consider a credit or gift if need be to show good faith. After being questioned continually about this credit after I mentioned it, I suggested that not only would we obviously cover the cost of the repair, but also offer her a $500 in-store credit (over 2 years of Water Care products for free) for her time in an attempt to make this right. She was disgusted by this offer and it was then I realized that she was using this small issue to obtain a large amount of money (thousands of dollars) which I believe was vindictive and not productive in coming to a resolution for this small manor. She suggested 10-15% compensation. When I asked her how she came to this number, she became angry. How dare I question some number she arbitrarily picked out of the sky to provide her with compensation?! It certainly became clear that she wanted to take full advantage of this situation to the best of her abilities.With regards to her deck and the groves made in the yard, this was never mentioned until this past weekend to any of my staff and wasn’t mentioned to me until Ms [redacted] was discussing compensation. Upon hearing this, I called [redacted] and asked how that happened. [redacted] was given direction by Ms [redacted]s son, [redacted], on where to enter the yard with the machinery and we were given permission to do so. After spending 45 minutes on the phone with Ms. [redacted] on Saturday February 11, 2017, and realizing that she truly had no interest in a resolution but instead reaping thousands of dollars from us for a small wood repair, I  asked her to submit, by email, her request in writing so it was clear what her “demands” were. Instead, she chose to write to the Revdex.com, which is counter productive in my opinion and clearly shows that she has not the same interest in resolving this.My stance is now is that we will repair the wood piece by a professional of our choice and that this will conclude our obligation to Ms [redacted]. I am withdrawing my kind offer of an in-store credit.

Tell us Thank you for reaching out to us Your Warranty has expired on May 11, 2016. Arctic Spas Warranty is as follows:Equipment & Plumbing is 5 Years & the Onzen System has a 2 year warranty. Your last service call before October 13, 2017 was on July 25, 2014 which was 3 years ago. When Ian...

was out on the last service call he offered you a discount on parts and free labor and you chose to decline that so at this time we are not willing to offer you anything further.   why here...

We are very aware of the issue surrounding this clients problem. We have been working diligently to correct this. My service manager in Spokane has even given the client her direct, personal cell phone number and there has been many communications surrounding this.This is not a common issue so we...

have a number of people looking in to why this is an issue. To be clear, this is NOT a situation where we have the client in the dark, not responded to the problem or dragged our feet. If the client were completely honest, they would suggest that we have made many trips out there in an attempt to fix it and it's not from lack of effort though we do understand the frustration as we too feel the same for this very uncommon problem.I'm not 100% sold on the fact that this could be a "house electrical issue" but as of this morning, we have our technical engineer from the factory involved and in direct communication with our local service tech in Spokane. We apologize that this has taken this long and we have been out multiple times replacing components in an attempt to fix it with no luck but we are not giving up and have been out there in consecutive days to try to do just that. I'm disappointed that this has gone to the Revdex.com as we have shown that we want to fix this and we are confident we, along with the help of electricians and engineers, will do exactly that.

Again, we will fix the leak when the customer contacts us to schedule an appt at no cost, since it was not completed correctly by the service technician, but we will not repair any damages, because this was not presented at the first time of service and neither side can prove the damages were caused by an Apollo Spas employee or an outside source.We are again awaiting the customer's call to Apollo Spas to schedule a service appt, should the customer decide that he wants Apollo Spas to repair the leak. Thanks, Apollo Spas Service Dept

Attached are pictures of the damage and an estimate.[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[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.
Ps atfer yesterday  Conversation with Steve I am not sure if this problem is solved. Waiting to here from the from the  contractor that is supposed to be doing the platform.

I have been a customer of Apollo Spas for several years. Their hot tubs and saunas are top of the line (own both) and their customer service is above and beyond. I have not had any issues. I live on a mountain side and their delivery team worked extra hard to get my hot tub right where I wanted it and sales associates even came up to help the delivery team (as it took a lot of man power). They gave me their cell phone numbers and said to call whenever I need whether I have issues or questions about my products. So far I have never had an issue with my spa or sauna. I would recommend this high-end company to anybody. [redacted] and [redacted] (the managers in the CDA/Spokane area) are extremely helpful, kind, and nice. They remember me when I come in to buy chemicals and filters and are over-the-top friendly.

Review: I called to have my hot tub started up for the year, filter change, leak repair, etc. the tech came out told me the repair was done and not to full tub for 24 hrs. So leak could seal. I waited about 4 days filled the tub it was still leaking. Called got run around told I would be called Monday as I called on a Saturday.

No one called. Finally I called Wednesday. I was told that the soonest I could see a tech was the 27th. The reason is one tech was let go or quit and they were down to two techs. But the travel charge would be waived. I was told I would receive a call the 27th between 830-10 am for the time of repair.

No one called. At 1030 I called and was left on hold for 20 min.

Then the phone was hung up. I called later in the afternoon and was told by [redacted] I would have a tech out the 28th. Then she called back and said the soonest I would see a tech is 4th or 6th. Of June. That is totally unacceptable. I said I was going to move on to a new company and [redacted] didn't seem to care. I have been a loyal customer for several years and I have never had a smooth experience.

On the last repair the tub was damaged. I large handle blew off and the tub doesn't run.Desired Settlement: I would like a tech out ASAP to repair the damage caused and the leak actually fixed at no charge to me as this as been a horrible horrible experience.

Business

Response:

We do apologize for the customer's inconvenience in regards to this appt and with the technician quitting that previously worked on his spa. An appt was scheduled for 5/27/15 and it appears that it was deleted (by accident and we accept full responsibility for this mistake) and we are attempting to work with Mr [redacted] in regards to fixing the leak for a spa that is out of warranty and we have already agreed to waive the trip charge, but Mr [redacted] yesterday, in a stern voice on the phone and in the presence of two senior managers who were listening, said that he did not want Apollo Spas working on his spa at any time in the future and asked that there be no further communication from Apollo Spas in regards to this, as he was going to have it fixed by someone else. We are somewhat troubled by this complaint, as we have attempted to work with Mr [redacted] in effort to correct a mistake from a former employee, but he does not want us to work on his spa and has told us directly by phone. Now, it appears that he has reversed course and wants us to work on it, but he has not contacted us and told us yesterday via phone to not contact him again in regards to this problem and we are following his direct request. If Mr [redacted] still wants us to fix the problem, he will need to contact us and we will fix the spa leak, but we need to hear from directly. As far as the damage to the spa, we have no way to prove that was caused by an Apollo Spas employee or from an outside source, but we do acknowledge the leak in the spa, which we will fix.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Hello, I understand that the tub is out of warranty, I have never asked for warranty work ever. What happened was that the Spa tech that was sent out did not fix the issue. As soon as the tub was filled it started leaking again and whatever he did caused another problem. It should be fixed. Additionally in the response my name is misspelled, which is quite unprofessional. I find it terribly disappointing that several supervisors were listening to the call and would not help me, this furthers my complaint of very poor customer service, having said that it is even more frustrating to hear that supervisors were listening to the call because I asked repeatedly to speak with a supervisor or manager and was told none was available.... something doesn't seem right here to me. Either they are lying about being on the phone or lying that a supervisor was not available and that everyone should be aware of because it really breaks trust and honesty to all clients. It is unacceptable to lie to clients and no matter what I now see that I don't know what to believe. And yes I definitely did say I would not accept the appointment time given and that I would not be interested in doing business with Apollo Spas again. Here is whytech come out makes repair - it is a faulty repair and causes further damage to the spa. I call to get the issue resolved and am told I will receive a call - I receive nothingI call again and set up an apt. for the 27th. I take a day off work to be there for the apt. no one shows up - by the way this is like two weeks after the tech damaged my tub and made a faulty repair. - that is just bad customer service, they should have corrected the issue immediately. I talk to [redacted] get left on hold and then hung up onI call back later and [redacted] tells me directly that she will get someone out the next day. Then she calls me back and says the soonest she can get someone out is a week later. That is just not acceptable. It is terrible customer service. I really don't want to work with Apollo I have been treated so bad it is unthinkable. But the problem is I paid for a repair that was not made. And damage was done to my tub and I don't think it is fair that I should have to pay for there mistake and then pay again to have it fixed. Apollo should do the right thing and come out and make the repair or refund my money and I will use a different company, either option I am happy with. It just seems to me that they are OK with screwing people over and treating them badly.

Sincerely,

Business

Response:

If the customer wishes for us to fix the leak, we will fix the leak, but he will again need to call Apollo Spas for an appt, which he has acknowledged that he does not want to work on the spa. Therefore, we need him to call and we will schedule an appt at the first available time, which is at least two weeks with our current heavy workload for our service techs.As far as the damages, these were not brought to our attention until two weeks later and we have no way to prove that the damages were or were not caused by an Apollo Spas employee or by another individual before or after the appt in early May 2015. Therefore, we will not pay for any damages, because it was not mentioned at original time of service.

Consumer

Response:

This is so disappointing to hear. This company proves to be unethical. The very 1st call I made to Apollo spas was to inform them of the damage there technicians caused and to inform them the leak was not fixed. Very sad and sorry to hear this type of response. Extremely disappointing. Customer service is seriously lacking. I had already waited two weeks for them to fix there shotty work, and they didn't show up? Then they want me to wait again !!! Totally unacceptable. Please just refund my card for the full amount charged on the last service call.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

Again, we will fix the leak when the customer contacts us to schedule an appt at no cost, since it was not completed correctly by the service technician, but we will not repair any damages, because this was not presented at the first time of service and neither side can prove the damages were caused by an Apollo Spas employee or an outside source.We are again awaiting the customer's call to Apollo Spas to schedule a service appt, should the customer decide that he wants Apollo Spas to repair the leak. Thanks, Apollo Spas Service Dept

Consumer

Response:

I have had a second opinion by anothe hot tub company and they believe the damage is directly related to the faulty repair. I will not be satisfied until the faulty repair is made correct and the damage caused fixed or I receive a full refund. Customer service has been extremely poor. I have been lied to and I just want to be treated right. I don't think that is to

Review: I contacted Apollo Spas to repair a spa at my house that I purchased from them in Silverdale, WA before that store closed. It was an Artic Fox spa and is still under warranty. I called them on the phone and talked with their representative and asked her how much it was going to cost for them to send a technician to my house in Port Townsend, WA to get my spa up and running. They told me I was lucky because the spa was still under warranty and all I would have to pay for was a $99 service charge. The service was performed and when I received the bill via email it was for approximately $320.00. I was totally shocked and replied back to them. They had charged me for the repairman's hourly charges, for chemicals used and for a new filter, plus the $99 service fee. Their response was that chemicals are not covered under warranty and that I needed to attend a special "Spa School" so I could learn how to care for my spa properly! I was very upset with their response and it was terrible customer service. I feel Apollo Spas should honor their original quote of $99 and honor their word. You can't tell a customer one thing and then tack on additional charges at whim! I have all the email exchanges if needed.Desired Settlement: I want to only pay $99 service fee.

Business

Response:

Mr [redacted] called out store and requested a drain clean and refill. The trip charge to come out to his house or should I say ex wife house is $99.00 which does not include labor. Upon arriving at the spa [redacted] had found the spa was heavily infested with slugs and water mold so he drained it cleaned it and left chemicals with instructions to get rid of the water mold.

I received a call from our service scheduler that Mr [redacted] was not paying his bill. I emailed him and explained to him about the slugs and water mold problem and I was sorry the service tech left the chemicals and I would not charge him for the chemicals but he was responsible for the remaining balance. her are all the emails that corresponded I think his biggest problem is his ex wife or soon to be...

I'm not paying the labor charge! NO WAY! $334 is a long way from

[redacted]'s quote to me for $99! Terrible customer service. When a customer calls

and asks for the total amount that he/she will be charged to get the tub up and

running and is delighted when he is told that it is under warranty and will only

cost $99. Then that's what I believed and that's what I will pay! You can't

just add a bunch of charges to the quote he received over the phone!!!!!!! I

will report you to the Revdex.com and give a terrible review of your service efforts

also! Fix it NOW!