The person who set up the service call and provided the information you are providing, is the one who provided the credit card when scheduling the service order. I spoke to you when you who called in to set up the order as well as to go over the fees and parts needed. This was the same person I can tell you that we only used the credit card the customer provided upon scheduling and claiming to be the owner
Mr***,The information regarding your *** rebate had been requested from you several timesWe could not have applied for the $rebate until you provided the requested informationYou failed to provide us with the request information, therefore, you are responsible for the $balance
on your stoveIf you feel you did not ask for this rebate, there is still a $balance on your accountPlease forward the $to us as soon as possible
Complaint: ***I am rejecting this response because: Once again this company is twisting facts to try to make themselves look righteousBefore getting into high end sales I was a sales associate for a company that sold a product that is subject to the day recision as we advertised in similar fashion to aquarecThe recision says nothing about paying a sales associate after days it is a right of refusal for the customer who changes their mindTo attack their customers and claim their statements are based on anger instead of fact is again insulting and very presumptuousThey believe they are smarter than everyone else which is far from accurateI wrote up many deals that I didn't get commission for because you don't pay an employee commission until the deal is done and the company gets paid firstI had many deals that applied for financing and were refused or a down payment was originally made and the balance was not paid in full in both cases you don't pay a commission to a sales associate or you would have to pull it back when the deal fell throughSo if your a company who claims to pay just after days passes even though the deal is not fully complete you are an it that will be out of business soonThat's like saying I pay my realtor for writing up an offer on one of my houses that is under contractThe truth is you don't pay commissions until the deal is completeIf this company paid someone prematurely for a deal that isn't finished that's their stupidity that's why I say we are not responsible for their bad business practicesThe worst part is this company doesn't realize they are dealing in luxury items not necessities, moreover we have a large following on social media that looks to us for contractors and businesses to deal with in the housing communityNeedless to say we wont be referring this companyThe real tragedy for these guys is they could have had a consistent business partner as we put a new hot tub, sauna, pellet stove, grill or patio furniture in every house we do as a perk for the new home ownerBut these guys don't care enough about their customers to attach our name to their companyJust an fyi for the it who thinks the customer should care about his companyWe don't need you their are other companies that provide the same servicesYou need us to keep your doors open so you should do whatever it takes to keep them happy if you want to stay in businessThe phase is the customer is always right not the company isAll I want to know is if we are getting a refund or if we should let our lawyer take care of it as we obviously are not going to agree on anything elseAnd yes I would love to see a copy of both of the contracts we signed with youJust for your clarification you sold the original tub we ordered out from under us that's why we chose another tubYou can scan the contracts and send them to ***@comcast.net Sincerely,*** ***
The price for each stove is $and an additional $for each additional minutesThat is how we quoteThe customer must have misunderstoodThe customer was charge $per stove for a total of $318.00, if there were additional time needed it would have been charged at a rate of
$per half hourI am sorry the customer misunderstood
Mr ***,In my last response I asked for the name the order was under, I cannot locate your name in our system, nor the address above in RochesterPlease provide the requested information so I can look into this
Complaint: ***I am rejecting this response because:
Aqua Rec's Hearth N' Home has not addressed any issue that we noted First, they should not be holding consumer's credit card information over multiple years Second, they should not attempt to charge a credit card without authorization, which they did attempt Finally, if a consumer provides all requested information about the product they want serviced over the phone when the appointment is made, give them the actual quote(i.ethe model & serial number, year, etc.), don't walk in the door, glance at the product and diagnose it for $ Then when we are not able to proceed with this higher expense, ask for $for the minute/glanced at (literally not touched) diagnosis Perhaps this is the repair required, however, you wouldn't know for sure - you never touched my fireplace
We would like our $back.
Sincerely,*** ***
Complaint: ***
I am rejecting this response because: I have not received any notification as to the refund being processedI need written documentation that the full refund has been processed
Complaint: ***I am rejecting this response because: The details are very
specific and we have contacted the business many times to resolve this matterHowever to answer their question the original deal was signed by my wife *** *** at the fair when we lived at *** * St *** ** *** and our phone was ***-***-***We never cancelled or received anything for our $depositThe only response that would satisfy me at this point is a return of our $dollars and we go our separate waysSincerely,*** ***
***, I am sorry to hear of the issues you are having with the pellet stove. Last heard from you the stove was working properly after my tech left (see notes from service done in December). I would love to get my tech out to address any issues you are having with your pellet
stove. Feel free to call me at 253-682-1792. What number would you like me to call you at?Tech Notes;"Found hopper full of sawdust. It was causing the auger to jam and not allowing pellets to dropped. Cleaned and tested. Runs great. This is not a warranty related issues and normally billable." "Found loose connection at vacuum switch. Tightened connection and checked over other connections. Cycled unit three times with no issues. Unit working great"
I am writing in regards to the response/rejection from [redacted], as the response to the comments made are as follows:I will state Mr. [redacted]'s comments and then follow with a response:1. "they are not being truthful" response: this is simply not true, as Mr. [redacted] statements are based on his feelings and not liking the reality to what he/they agreed to.2. "First we did not buy the hot tub we put a down payment so to say they paid a full commission based on a down payment as compared to a final sale is bad business" response: It is apparent that Mr. [redacted] knows nothing about the "3 day right to refusal" for outside sales in the State of Washington and when that passes, we are required to pay commissions to our salesman, period. Which we did (those are REAL expenses) and for someone to call us unethical for not refunding their deposit (because they want us to feel for them) is a bit ironic in that they are not caring about our expenses. They are the ones that signed the contract. In essence, Mr. [redacted] is stating that we are bad business people for not caring about them losing out on money when they are obviously not caring about us losing money? Does it work both ways? As far as saying it is bad business, again that's just frustration on his part.3. "As they mentione* in their reply Wa. has a 3 day rescission period and I would love to see a copy of our contract that we were given stating such". response: NO PROBLEM. If you (the Revdex.com) want to see HARd COPIES of their signed contract, just let us know and we will send them right over. We not only have the original signed contract, we also have another signed copy showing the customer that they have a 3 right to cancel (we are the only know company I know in the spa industry that goes above and beyond to EXPLAIN to the customer their rights on another sheet. Most just put it fine print on their contracts, but we have always felt we wanted to be very upfront with our customers. I can send BOTH of those if you like, along with the two other contracts they signed when they moved from the original spa to different models. We keep our paperwork tight and have everything you need.4. "Secondly they did not store the hot tub we had a deposit on they sold it and we had to choose another hot tub" response: it's been over 3 years since this sale, and while I/we cannot recall the reason the customer change* models, it's irrelevant as we paid commissions on the original sale.5. "and third they sold the hot tub therefore mitigating any potential damage to their business so why would we be responsible for any commission they paid their employees when I'm sure they charged full price to the next customer. They are trying to get a bonanza at the expense of their customers". response: they signed a contract, they agreed to the terms, and commissions were paid on the original invoice (to that salesman). If the customer doesn't want the spa and tries to get out, we are not going to keep that particular spa forever. The spa was probably sold at a later date and then commissions were paid on that for a different salesperson. My main answer to his question of why would he be responsible? Answer: because HE signed a contract and we were VERY clear on the contract about what happens if he cancels, period. As far as his comment about a "bonanza", I am not sure what a "bonanza" is an* what he means, but it's just another apparent jab of frustration.6. " I'm in high end sales myself and to try have anyone with a brain believe you pay an employee on a deal before you are paid cash in full or by financing institution is insulting" response: Simply put, that's just not the way outside sales are done at events like the Fair. Not sure what they do in his high end sales, but it is obviously different.7. "We did ask for a little help from this company to fix our hot tub at a house we are listing on the market but we were listing 7 days away and not only could they not be bothered to send a representative to do a 10 min preview of what they would need to get my hot tub working but they said if they come by and don't have the parts which is likely it would take even longer. The company has multiple locations and they couldn't find a repair man to help us settle this issue" response: I am not sure how to respond to this....The [redacted]'s agreed to have their money down (as were trying to help) apply to a service call, which we tried to schedule but it was not quick enough for them. We run a fairly large service department an* our schedule is what the schedule it (if we have prior calls scheduled before the [redacted]'s wanted to be scheduled, then we are not going to cancel a prior scheduled service call in order to get him done). The fact that we have multiple locations is irrelevant, as ALL our service technicians are scheduled out of the Tacoma Store. and YES, if we would have come out to assess the situation, it would have been highly likely that we would have had to return given the age of the hot tub (if the [redacted] would have agreed to the costs of any repairs that would have had to be done. really, this is irrelevant to the complaint, as it's just further jabs at our company and integrity.8. "To give a good example of how well they take care of their customers just look at the ratings on their own site 2.8 out of 5.0 stars horrible". response: I always get a kick out of these type of statements, as when you look at the thousands of customers we take care of in any given year, I am proud of the people we have in our business, and we are very blessed by our employees. Yes, we live in an age where customers (and other businesses) can EASILY state whatever they want and bad mouth businesses with a "flick of a keyboard" rather than rationally getting their way. Yes, we live in a world where very few people want to take responsibility for their actions (as is in this case with [redacted] not taking responsibility of the contract THEY signed). And unfortunately on top of that, not only do people not want to take responsibility, they will then take their anger on the internet inflicting pain that way. Now, have we ever made mistakes or stubbed our feet: yes, BUT we make things right. This is indicated by our A+ rating with the Revdex.com. Again, this is another irrelevant jab and has nothing to do with the complaint, but rather another attempt at taking a jab because they do not like the answer.9. "We have never cancelled or refuse* delivery of product so they have no basis to keep our money and definitely have no right to charge us for a bogus commission they say they paid". response: "wow". How can someone make a statement when they have no clue of the truth. We did pay the commission (as we should have). The [redacted] are the ones who have decided to break the contract terms, not us. This is plain and simple.10. "Because of their untruthfulness and lack of customer service I don't want to do business with this company and just want our money back so we can go our separate ways". response: The customer signed a contract, agreed to the terms, decided to cancel the deal, and we are the ones being untruthful? They don't want to do business with us because we are not honest business and we lack customer service? This is the complete opposite!The facts are we have tried to work with the customer, we have explained our side of things and explained the "costs" we have incurred. The customer wants us to care about their loss, but they don't want to care about ours. It's funny how that works, as you would think someone in high end sales would have the perspective of both the business and the customer. The contract is clear that they signed. If you (the Revdex.com) want copies of the contracts, just say the word and I will have [redacted] scan and e-mail them to you at your request (if you don't already have them). We don't want any of our customers upset, but we will also not let a customer take advantage of us either.Sincerely,[redacted]Aqua Rec's, Inc.
Complaint: [redacted]
I am rejecting this response because: 4 technicians have attempted to resolve the issues. The stove shuts off and will not restart. The stove has to be hand fed pellets to get the stove to run properly. The company has had many phone call conversations with us and is up to date on the fact the stove was a lemon. They told us repeatedly that a new stove was on its way and there is absolutely no way, they ever thought the stove was running properly! We were hoping to get the new stove before Christmas, but were told that the truck was delayed because of weather. we were finally contacted and given a date for a new stove installation, of Dec. 27th at which time the new stove was put in. We were waiting on our vacation for them to install, we have had issues with this new one, but were told that it may need to "break in", thats where we are now....
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: They are not being truthful. First we did not buy the hot tub we put down a down payment so to say they paid a full commission based on a down payment as compared to a final sale is bad business. As they mentioned in their reply ** state has a 3 day rescision period and I would love to see a copy of our contract that we were given stating such. Secondly they didn't store the hot tub we had a deposit on they sold it and we had to choose another hot tub. And third they sold the hot tub therefore mitigating any potential damage to there business so why would we be responsible for any commission they paid their employees when Im sure they charged full price to the next customer. They are trying to get a bonanza at the expense of their customers. Im in high end sales myself and to try to have anyone with a brain believe you pay an employee on a deal before you are paid cash in full or by a financing institution is insulting. We did ask for a little help from this company to fix our hot tub at a house we are listing on the market but we were listing 7 days away and not only could they not be bothered to send a representative to do a 10 min preview of what they would need to get my tub working but they said if they come by and don't have the parts which is likely it would take even longer. This company has multiple locations and they couldn't find a repair man to help us settle this issue. To get a good example of how well they take care of their customers just look at the ratings on their own site 2.8 out of 5 stars horrible. We have never cancelled or refused delivery of product so they have no basis to keep our money and definitely have no right to charge us for a bogus commission they say they paid. Because of their untruthfulness and lack of customer service I don't want to do business with this company and just want our money back so we can go our own separate ways. Sincerely, [redacted]
My Lead Stove Technician visually inspected your stove and read over the issues you were having with your stove. Given the year, make, model he knew what would fix your stove. The tech happened to have the parts on his van to fix your stove that day. He asked your wife if...
she would approve the work to be done and she called you on the phone. You have declined the work needed to fix your stove. We would love to fix your stove but have to be given the go ahead to do the work.
Good afternoon, the customer purchased a spa back in 2011 and we held a floor model spa they purchased for them. When they purchased the contract had info on the 3 day right to cancel and then we go one step further for all our sales and give them a second sheet that we had them sign regarding the 3 day right to cancel. Because they did not cancel we paid commissions on the purchase. We offered to work with them on the service on there existing spa about a month ago and they were fine until there house was closing and we did not have a service tech available right away.
Aqua Rec's Fireside Hearth N Home
Operations / Installs
[redacted] F[redacted]
[redacted]
[redacted]@aquarec.com
Complaint: [redacted]I am rejecting this response because: I have had many back and forth communications with Aqua Rec due to several complaints. No information has ever been requested from me regarding this rebate. I have no doubt the salesperson may have included it on the original invoice to try to alleviate some cost to me, but I was not made aware of it, and neither he, nor anyone else at aqua rec has ever contacted me via email, on the phone, or in writing requesting information regarding this rebate. And in fact, to this date, I have no idea what information it is that I didn't provide. The first and only notice I received was the letter from Dawn dated August 29th of 2015 and received by me on August 31st 2015. How many times, and by what method was I supposedly contacted? What information was supposedly requested of me that I did not provide? Perhaps I can write Aqua Rec an invoice for the materials they used that were mine to install my fireplace over 14 months ago, and then say that I have been repeatedly trying to contact them. My invoice for my materials, time, and inconvenience also come out to an even $200. Sincerely,[redacted]
I have spoken with our service department (Caleb), our service department up north (Clearwater Spas), and with Rick F[redacted] and everything has been serviced and that the spa is working 100% fine. As far as the complaints, I wanted to address them as well so we make sure everything is taken care...
of with our customer. 1.) The customer stated that he was told the spa would arrive in 1-2 weeks, yet it took 5 weeks. When I spoke with Rick about this complaint, he was not aware the customer ever brought this to his attention. In fact, on EVERY order we sell, Rick personally calls the customer before ordering and goes over the order (confirming colors, confirming options, and also discussing the length of time it takes for Aqua Rec's to receive the spa from the manufacturer). Rick told the customer it USUALLY takes 3-4 weeks to get the spa to Aqua Rec's from Bullfrog Spas, as we cannot control their manufacturing process). (as a sideline note, some of our other manufacturers are "out" approximately 8-10 weeks on orders so Bullfrog Spas is very good on lead times). When the spa arrived at Aqua Rec's, we installed the salt system and delivered it to to the customer. To my knowledge, this was all communicated with the customer on this, as Rick deals directly with every customer who orders a spa or stove. 2.) Yes, the spa had a leak, but it was not a major leak. Our service guy went out there and a union just needed to be tightened up. It was tightened and was taken care of quickly. As far as losing all the water, I do not think the spa drained, but we are going to give the customer extra chemicals to more than make up for any chemicals that were lost in any water that was lost with the pump union being a bit loosened up (possibly though shipping?). All spas are water tested prior to shipping so I am not sure why a union loosened up, but nonetheless we sent a service technician up right away and the issue was resolved quickly. 3.) As far as the salt system not having documentation, I talked with Rick and we will mail the customer the owners manual of the salt system. 4.) We sent another technician up to verify the salt system was working and the technician went to the site and the salt system was working as it should. 5.) The statement about the level of incompetence is a bit rough, but I also understand when customers get frustrated too. Aqua Rec's has been in business for over 41 years and the service technicians we have on staff ALL have been industry technicians for many years (some for over 20+ years) so they know what they are doing. We are here for our customers and if anything lese needs to be address for Mr. Myall, we will address it with professionalism, with swiftness, and he is a huge priority for Aqua Rec's, as is all our customers. Rick will follow up with the customer on the owners manual, along with getting them some extra chemicals for the loss of water on the PVC union. Thank you for your time. Sincerely In Service, Chris K[redacted]Aqua Rec's, Inc.
[redacted], I have not received a call and or message that you had an issue with your pellet stove. I will call you today to get this resolved. Our phone number for service is 253-682-1792. The last time we service your unit was in December 2016. The unit itself was fine but the maintenance of the unit is what was causing the issue. Most issues are solved by going through the proper maintenance steps outlined in your manual. See Notes from my technician below12.2.16 "Found hopper full of sawdust. It was causing the auger to jam and not allowing pellets to dropped. Cleaned and tested. Runs great. This is not a warranty related issues and normally billable. We will waive fee this one time. Next service fully billable." ThanksCaleb
The person who set up the service call and provided the information you are providing, is the one who provided the credit card when scheduling the service order. I spoke to you when you who called in to set up the order as well as to go over the fees and parts needed. This was the same person I can tell you that we only used the credit card the customer provided upon scheduling and claiming to be the owner
Mr***,The information regarding your *** rebate had been requested from you several timesWe could not have applied for the $rebate until you provided the requested informationYou failed to provide us with the request information, therefore, you are responsible for the $balance
on your stoveIf you feel you did not ask for this rebate, there is still a $balance on your accountPlease forward the $to us as soon as possible
Complaint: ***I am rejecting this response because: Once again this company is twisting facts to try to make themselves look righteousBefore getting into high end sales I was a sales associate for a company that sold a product that is subject to the day recision as we advertised in similar fashion to aquarecThe recision says nothing about paying a sales associate after days it is a right of refusal for the customer who changes their mindTo attack their customers and claim their statements are based on anger instead of fact is again insulting and very presumptuousThey believe they are smarter than everyone else which is far from accurateI wrote up many deals that I didn't get commission for because you don't pay an employee commission until the deal is done and the company gets paid firstI had many deals that applied for financing and were refused or a down payment was originally made and the balance was not paid in full in both cases you don't pay a commission to a sales associate or you would have to pull it back when the deal fell throughSo if your a company who claims to pay just after days passes even though the deal is not fully complete you are an i
t that will be out of business soonThat's like saying I pay my realtor for writing up an offer on one of my houses that is under contractThe truth is you don't pay commissions until the deal is completeIf this company paid someone prematurely for a deal that isn't finished that's their stupidity that's why I say we are not responsible for their bad business practicesThe worst part is this company doesn't realize they are dealing in luxury items not necessities, moreover we have a large following on social media that looks to us for contractors and businesses to deal with in the housing communityNeedless to say we wont be referring this companyThe real tragedy for these guys is they could have had a consistent business partner as we put a new hot tub, sauna, pellet stove, grill or patio furniture in every house we do as a perk for the new home ownerBut these guys don't care enough about their customers to attach our name to their companyJust an fyi for the i
t who thinks the customer should care about his companyWe don't need you their are other companies that provide the same servicesYou need us to keep your doors open so you should do whatever it takes to keep them happy if you want to stay in businessThe phase is the customer is always right not the company isAll I want to know is if we are getting a refund or if we should let our lawyer take care of it as we obviously are not going to agree on anything elseAnd yes I would love to see a copy of both of the contracts we signed with youJust for your clarification you sold the original tub we ordered out from under us that's why we chose another tubYou can scan the contracts and send them to ***@comcast.net Sincerely,*** ***
The price for each stove is $and an additional $for each additional minutesThat is how we quoteThe customer must have misunderstoodThe customer was charge $per stove for a total of $318.00, if there were additional time needed it would have been charged at a rate of
$per half hourI am sorry the customer misunderstood
Mr ***,In my last response I asked for the name the order was under, I cannot locate your name in our system, nor the address above in RochesterPlease provide the requested information so I can look into this
Complaint: ***I am rejecting this response because:
This simply is not true
Sincerely,*** ***
Complaint: ***I am rejecting this response because:
Aqua Rec's Hearth N' Home has not addressed any issue that we noted First, they should not be holding consumer's credit card information over multiple years Second, they should not attempt to charge a credit card without authorization, which they did attempt Finally, if a consumer provides all requested information about the product they want serviced over the phone when the appointment is made, give them the actual quote(i.ethe model & serial number, year, etc.), don't walk in the door, glance at the product and diagnose it for $ Then when we are not able to proceed with this higher expense, ask for $for the minute/glanced at (literally not touched) diagnosis Perhaps this is the repair required, however, you wouldn't know for sure - you never touched my fireplace
We would like our $back.
Sincerely,*** ***
Complaint: ***
I am rejecting this response because: I have not received any notification as to the refund being processedI need written documentation that the full refund has been processed
Complaint: ***I am rejecting this response because: The details are very
specific and we have contacted the business many times to resolve this matterHowever to answer their question the original deal was signed by my wife *** *** at the fair when we lived at *** * St *** ** *** and our phone was ***-***-***We never cancelled or received anything for our $depositThe only response that would satisfy me at this point is a return of our $dollars and we go our separate waysSincerely,*** ***
***, I am sorry to hear of the issues you are having with the pellet stove. Last heard from you the stove was working properly after my tech left (see notes from service done in December). I would love to get my tech out to address any issues you are having with your pellet
stove. Feel free to call me at 253-682-1792. What number would you like me to call you at?Tech Notes;"Found hopper full of sawdust. It was causing the auger to jam and not allowing pellets to dropped. Cleaned and tested. Runs great. This is not a warranty related issues and normally billable." "Found loose connection at vacuum switch. Tightened connection and checked over other connections. Cycled unit three times with no issues. Unit working great"
Mr***,I will gather more information and get back to you
This was refunded back to the consumer's credit card on February 13, 2017.
I am writing in regards to the response/rejection from [redacted], as the response to the comments made are as follows:I will state Mr. [redacted]'s comments and then follow with a response:1. "they are not being truthful" response: this is simply not true, as Mr. [redacted] statements are based on his feelings and not liking the reality to what he/they agreed to.2. "First we did not buy the hot tub we put a down payment so to say they paid a full commission based on a down payment as compared to a final sale is bad business" response: It is apparent that Mr. [redacted] knows nothing about the "3 day right to refusal" for outside sales in the State of Washington and when that passes, we are required to pay commissions to our salesman, period. Which we did (those are REAL expenses) and for someone to call us unethical for not refunding their deposit (because they want us to feel for them) is a bit ironic in that they are not caring about our expenses. They are the ones that signed the contract. In essence, Mr. [redacted] is stating that we are bad business people for not caring about them losing out on money when they are obviously not caring about us losing money? Does it work both ways? As far as saying it is bad business, again that's just frustration on his part.3. "As they mentione* in their reply Wa. has a 3 day rescission period and I would love to see a copy of our contract that we were given stating such". response: NO PROBLEM. If you (the Revdex.com) want to see HARd COPIES of their signed contract, just let us know and we will send them right over. We not only have the original signed contract, we also have another signed copy showing the customer that they have a 3 right to cancel (we are the only know company I know in the spa industry that goes above and beyond to EXPLAIN to the customer their rights on another sheet. Most just put it fine print on their contracts, but we have always felt we wanted to be very upfront with our customers. I can send BOTH of those if you like, along with the two other contracts they signed when they moved from the original spa to different models. We keep our paperwork tight and have everything you need.4. "Secondly they did not store the hot tub we had a deposit on they sold it and we had to choose another hot tub" response: it's been over 3 years since this sale, and while I/we cannot recall the reason the customer change* models, it's irrelevant as we paid commissions on the original sale.5. "and third they sold the hot tub therefore mitigating any potential damage to their business so why would we be responsible for any commission they paid their employees when I'm sure they charged full price to the next customer. They are trying to get a bonanza at the expense of their customers". response: they signed a contract, they agreed to the terms, and commissions were paid on the original invoice (to that salesman). If the customer doesn't want the spa and tries to get out, we are not going to keep that particular spa forever. The spa was probably sold at a later date and then commissions were paid on that for a different salesperson. My main answer to his question of why would he be responsible? Answer: because HE signed a contract and we were VERY clear on the contract about what happens if he cancels, period. As far as his comment about a "bonanza", I am not sure what a "bonanza" is an* what he means, but it's just another apparent jab of frustration.6. " I'm in high end sales myself and to try have anyone with a brain believe you pay an employee on a deal before you are paid cash in full or by financing institution is insulting" response: Simply put, that's just not the way outside sales are done at events like the Fair. Not sure what they do in his high end sales, but it is obviously different.7. "We did ask for a little help from this company to fix our hot tub at a house we are listing on the market but we were listing 7 days away and not only could they not be bothered to send a representative to do a 10 min preview of what they would need to get my hot tub working but they said if they come by and don't have the parts which is likely it would take even longer. The company has multiple locations and they couldn't find a repair man to help us settle this issue" response: I am not sure how to respond to this....The [redacted]'s agreed to have their money down (as were trying to help) apply to a service call, which we tried to schedule but it was not quick enough for them. We run a fairly large service department an* our schedule is what the schedule it (if we have prior calls scheduled before the [redacted]'s wanted to be scheduled, then we are not going to cancel a prior scheduled service call in order to get him done). The fact that we have multiple locations is irrelevant, as ALL our service technicians are scheduled out of the Tacoma Store. and YES, if we would have come out to assess the situation, it would have been highly likely that we would have had to return given the age of the hot tub (if the [redacted] would have agreed to the costs of any repairs that would have had to be done. really, this is irrelevant to the complaint, as it's just further jabs at our company and integrity.8. "To give a good example of how well they take care of their customers just look at the ratings on their own site 2.8 out of 5.0 stars horrible". response: I always get a kick out of these type of statements, as when you look at the thousands of customers we take care of in any given year, I am proud of the people we have in our business, and we are very blessed by our employees. Yes, we live in an age where customers (and other businesses) can EASILY state whatever they want and bad mouth businesses with a "flick of a keyboard" rather than rationally getting their way. Yes, we live in a world where very few people want to take responsibility for their actions (as is in this case with [redacted] not taking responsibility of the contract THEY signed). And unfortunately on top of that, not only do people not want to take responsibility, they will then take their anger on the internet inflicting pain that way. Now, have we ever made mistakes or stubbed our feet: yes, BUT we make things right. This is indicated by our A+ rating with the Revdex.com. Again, this is another irrelevant jab and has nothing to do with the complaint, but rather another attempt at taking a jab because they do not like the answer.9. "We have never cancelled or refuse* delivery of product so they have no basis to keep our money and definitely have no right to charge us for a bogus commission they say they paid". response: "wow". How can someone make a statement when they have no clue of the truth. We did pay the commission (as we should have). The [redacted] are the ones who have decided to break the contract terms, not us. This is plain and simple.10. "Because of their untruthfulness and lack of customer service I don't want to do business with this company and just want our money back so we can go our separate ways". response: The customer signed a contract, agreed to the terms, decided to cancel the deal, and we are the ones being untruthful? They don't want to do business with us because we are not honest business and we lack customer service? This is the complete opposite!The facts are we have tried to work with the customer, we have explained our side of things and explained the "costs" we have incurred. The customer wants us to care about their loss, but they don't want to care about ours. It's funny how that works, as you would think someone in high end sales would have the perspective of both the business and the customer. The contract is clear that they signed. If you (the Revdex.com) want copies of the contracts, just say the word and I will have [redacted] scan and e-mail them to you at your request (if you don't already have them). We don't want any of our customers upset, but we will also not let a customer take advantage of us either.Sincerely,[redacted]Aqua Rec's, Inc.
Complaint: [redacted]
I am rejecting this response because: 4 technicians have attempted to resolve the issues. The stove shuts off and will not restart. The stove has to be hand fed pellets to get the stove to run properly. The company has had many phone call conversations with us and is up to date on the fact the stove was a lemon. They told us repeatedly that a new stove was on its way and there is absolutely no way, they ever thought the stove was running properly! We were hoping to get the new stove before Christmas, but were told that the truck was delayed because of weather. we were finally contacted and given a date for a new stove installation, of Dec. 27th at which time the new stove was put in. We were waiting on our vacation for them to install, we have had issues with this new one, but were told that it may need to "break in", thats where we are now....
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: They are not being truthful. First we did not buy the hot tub we put down a down payment so to say they paid a full commission based on a down payment as compared to a final sale is bad business. As they mentioned in their reply ** state has a 3 day rescision period and I would love to see a copy of our contract that we were given stating such. Secondly they didn't store the hot tub we had a deposit on they sold it and we had to choose another hot tub. And third they sold the hot tub therefore mitigating any potential damage to there business so why would we be responsible for any commission they paid their employees when Im sure they charged full price to the next customer. They are trying to get a bonanza at the expense of their customers. Im in high end sales myself and to try to have anyone with a brain believe you pay an employee on a deal before you are paid cash in full or by a financing institution is insulting. We did ask for a little help from this company to fix our hot tub at a house we are listing on the market but we were listing 7 days away and not only could they not be bothered to send a representative to do a 10 min preview of what they would need to get my tub working but they said if they come by and don't have the parts which is likely it would take even longer. This company has multiple locations and they couldn't find a repair man to help us settle this issue. To get a good example of how well they take care of their customers just look at the ratings on their own site 2.8 out of 5 stars horrible. We have never cancelled or refused delivery of product so they have no basis to keep our money and definitely have no right to charge us for a bogus commission they say they paid. Because of their untruthfulness and lack of customer service I don't want to do business with this company and just want our money back so we can go our own separate ways. Sincerely, [redacted]
My Lead Stove Technician visually inspected your stove and read over the issues you were having with your stove. Given the year, make, model he knew what would fix your stove. The tech happened to have the parts on his van to fix your stove that day. He asked your wife if...
she would approve the work to be done and she called you on the phone. You have declined the work needed to fix your stove. We would love to fix your stove but have to be given the go ahead to do the work.
Good afternoon, the customer purchased a spa back in 2011 and we held a floor model spa they purchased for them. When they purchased the contract had info on the 3 day right to cancel and then we go one step further for all our sales and give them a second sheet that we had them sign regarding the 3 day right to cancel. Because they did not cancel we paid commissions on the purchase. We offered to work with them on the service on there existing spa about a month ago and they were fine until there house was closing and we did not have a service tech available right away.
Aqua Rec's Fireside Hearth N Home
Operations / Installs
[redacted] F[redacted]
[redacted]
[redacted]@aquarec.com
Complaint: [redacted]I am rejecting this response because: I have had many back and forth communications with Aqua Rec due to several complaints. No information has ever been requested from me regarding this rebate. I have no doubt the salesperson may have included it on the original invoice to try to alleviate some cost to me, but I was not made aware of it, and neither he, nor anyone else at aqua rec has ever contacted me via email, on the phone, or in writing requesting information regarding this rebate. And in fact, to this date, I have no idea what information it is that I didn't provide. The first and only notice I received was the letter from Dawn dated August 29th of 2015 and received by me on August 31st 2015. How many times, and by what method was I supposedly contacted? What information was supposedly requested of me that I did not provide? Perhaps I can write Aqua Rec an invoice for the materials they used that were mine to install my fireplace over 14 months ago, and then say that I have been repeatedly trying to contact them. My invoice for my materials, time, and inconvenience also come out to an even $200. Sincerely,[redacted]
I have spoken with our service department (Caleb), our service department up north (Clearwater Spas), and with Rick F[redacted] and everything has been serviced and that the spa is working 100% fine. As far as the complaints, I wanted to address them as well so we make sure everything is taken care...
of with our customer. 1.) The customer stated that he was told the spa would arrive in 1-2 weeks, yet it took 5 weeks. When I spoke with Rick about this complaint, he was not aware the customer ever brought this to his attention. In fact, on EVERY order we sell, Rick personally calls the customer before ordering and goes over the order (confirming colors, confirming options, and also discussing the length of time it takes for Aqua Rec's to receive the spa from the manufacturer). Rick told the customer it USUALLY takes 3-4 weeks to get the spa to Aqua Rec's from Bullfrog Spas, as we cannot control their manufacturing process). (as a sideline note, some of our other manufacturers are "out" approximately 8-10 weeks on orders so Bullfrog Spas is very good on lead times). When the spa arrived at Aqua Rec's, we installed the salt system and delivered it to to the customer. To my knowledge, this was all communicated with the customer on this, as Rick deals directly with every customer who orders a spa or stove. 2.) Yes, the spa had a leak, but it was not a major leak. Our service guy went out there and a union just needed to be tightened up. It was tightened and was taken care of quickly. As far as losing all the water, I do not think the spa drained, but we are going to give the customer extra chemicals to more than make up for any chemicals that were lost in any water that was lost with the pump union being a bit loosened up (possibly though shipping?). All spas are water tested prior to shipping so I am not sure why a union loosened up, but nonetheless we sent a service technician up right away and the issue was resolved quickly. 3.) As far as the salt system not having documentation, I talked with Rick and we will mail the customer the owners manual of the salt system. 4.) We sent another technician up to verify the salt system was working and the technician went to the site and the salt system was working as it should. 5.) The statement about the level of incompetence is a bit rough, but I also understand when customers get frustrated too. Aqua Rec's has been in business for over 41 years and the service technicians we have on staff ALL have been industry technicians for many years (some for over 20+ years) so they know what they are doing. We are here for our customers and if anything lese needs to be address for Mr. Myall, we will address it with professionalism, with swiftness, and he is a huge priority for Aqua Rec's, as is all our customers. Rick will follow up with the customer on the owners manual, along with getting them some extra chemicals for the loss of water on the PVC union. Thank you for your time. Sincerely In Service, Chris K[redacted]Aqua Rec's, Inc.
[redacted], I have not received a call and or message that you had an issue with your pellet stove. I will call you today to get this resolved. Our phone number for service is 253-682-1792. The last time we service your unit was in December 2016. The unit itself was fine but the maintenance of the unit is what was causing the issue. Most issues are solved by going through the proper maintenance steps outlined in your manual. See Notes from my technician below12.2.16 "Found hopper full of sawdust. It was causing the auger to jam and not allowing pellets to dropped. Cleaned and tested. Runs great. This is not a warranty related issues and normally billable. We will waive fee this one time. Next service fully billable." ThanksCaleb