Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
To be honest, Agean had no idea the top had a crack and the corner units were coming apart. Because their past response has always been lacking. It surely isn't from usage, only open it to put chemicals in. That is the reason I contacted Leisure Concepts. I sent Agean pictures of the ice melt and it wasn't passed on to the manufacturer (that is what they told me).Agean didn't measure the tub properly, the hot tub should be measured exactly from side to side and front to rear (82"), the factory always adds 1/2" for fit. This is Agean's fault. Agean tried to correct the hinge problem by adding spacers and that made the problem worse. Really I think if you really wanted to take care of this problem [redacted], you would take time with an open mind, and come and see and measure. And I want you to see what a mess it really is. All I want is my hot tub and smartop to work and look like the $8,000.00 unit I thought I was purchasing.The installation problems are Agean's fault. It is shameful for Agean to say they won't deliver and install the replacement cover when they never fullfilled the first installation properly. It is not my fault! I am willing to pay $129.00 for the upgraded smatop. And as I said before Agean should come to my house to measure the tub, I shouldn't be responsible. Thank you, [redacted]
I would like to send a rebuttal statement. Attached is 3 pictures. The first picture shows that the electrician installed 4 wires to the breaker box. The second picture shows that there are 4 wires in the breaker box and the 3rd picture is a picture of the instructions that were given to us when we bought the hot tub clearly showing that there is ONLY 3 wires needed. There is no communication with this company and if the company sends out a technician that clearly told me that he is NOT an electrician and does not do electron work, how would be possibly know that there is only 3 wires going from the breaker box? We were charged $200 because the owner said it was an electrical issue and the technician told me that the main component (the mother board) was going out but he couldn't fit anything because the owner said that he was told to tell us it was an electrical issue. When I told the technician the issues he continued to tell me "look, I am only doing what I am told. I know there are MAJOR issues with this unit. I am NOT an electrician so I have no clue what he is wanting, I am just repeating what he is telling me. Oh and by the way, he told me that if you DO NOT pay me, then he will cancel your warranty and then if I come back to fix it then you would have to pay me full price which is over $500." How can the owner know that it is an electrical issue when his technician is clearly saying that he is not an election and he knows nothing when it comes to that. The owner Gary would rather argue with me on the phone, than send someone to look at it that KNOWS about the electrical part.9/14 - Additional info provided by the customer:Here is a video that shows that there is an issue with the equipment. The tester is buzzing and nothing is plugged in.Thanks [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
In response to Agean's comments, I would like to say from the beginning things did not go well. The hot tub sat on our porch for several weeks with no cover. I even call the credit card company to dispute payment. They agreed. Soon after I heard from Agean so I let it go. They sent their Tec to install the cover, with no previous knowledge of how to install a smartop. When I saw it I knew we had problems. I could tell the cover wasn't seated correctly. I could put a fly swatter (or a ream of paper) between the hot tub top and the cover. Pictures which I sent to Agean. When I called to complain the person on the phone blamed the electrician, not knowing it was me. I am a master electrician. The Tec came back after awhile and said we needed two additional spacers on each side.... cover is too big for this hot tub. The fix they did not correct the problem. Again I call and finally [redacted] came down to try and fix the installations mistakes, there were a lot of holes in the panels. They did replace them. The smartop still doesn't fit and now has a crack in it. We did buy this cover because it was suppose to be energy efficient and it looked nice and last longer.I have kept in touch with the manufacture because of the lack of response from Agean. After studying the smartop instructions I found that Agean didn't measure the tub properly, so the cover we have will never fit.After speaking with Leisure Concepts ( the manufacturer) they said they would give a replacement cover with an upgrade that we will pay for and they would also pick up the delivery costs. That is all we wanted for Agean to help us with...... But I do think that Agean should be liable for new panels and installation,.In conclusion I know there are a lot of claims Agean made that I didn't address and feel that are untrue. I don't hold Smartop responsible for our troubles, it is Agean"s installation and lack of customer service. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The ONLY issues here are (1) They had pictures of the pre-prepared site, the street, the house, the driveway, the backyard, as well as the height of the house and the width of the driveway; (2) They knowingly sent out a crew and equipment insufficient to complete the job the first time; (3) They forced me to pay for the job to be completed in the manner that it should have been the FIRST TIME, at the rate that they had contracted with [redacted] for. So - no. I will not accept the response made by this business. EVER. Unless that response comes with a refund of the $300 I never should have been required to pay.Chris has done nothing but deny responsibility, change his story repeatedly and try to blame everyone else for what he ultimately should have handled. Sending the "smaller crane" to my house and then dropping a 2 ton spa JUST over my fence and telling me "We only had to get it INTO the backyard. If you have 14 strong friends you can move it yourself." was nothing short of irresponsible and unprofessional.The spa was not 50 miles away. Milford to Pleasant Ridge is less than a 10 mile drive. I have been to the prior owner's house TWICE. Even at rush hour, it took me approximately 30 minutes. But, yet again, that is just another lie amongst more lies that Chris will continue to throw out, rather than take responsibility.They did not offer a discount on the move to me or [redacted]. After taking 10-15 minutes to push the spa to the prepared site, I was told to pay $400. I told [redacted] that was ridiculous and he said he would take $300.Whether or not a got a good deal is not part of this debate. [redacted], the prior owner, was a kind and helpful person to work with. Agean offered to purchase the spa back from him, [redacted] chose to sell it to me. If Chris has a problem with that arrangement, that is not my concern.AGAIN: The ONLY issue here is that (1) They had the pictures of the site, the house, the driveway, street and backyard - as well as the measurements for the house and drive way (2) They knowingly sent out a crew and equipment insufficient to do the job (3) They gave me no option to pay them more than they contracted for to complete a job that they should have finished the first night.
Regards,
[redacted]
Jim, the last time I was at your house the cover was tight and you were happy. After we replaced the side panels I never heard by phone, stopping in the showroom, or email that the cover was not tight. Lets try to move forward. You want the cover replaced. The manufacturer will replace the cover no charge. I have offered to deliver the cover no charge. All you have to do is provide the measurements you would like the cover made to and install the new cover. You can take the cover off before we arrive and we will take the old cover back. Problem (cover cracked/ not happy about size) Solution you are getting a new cover (whatever size you would like) and delivered for freeIf this is acceptable let us know what size you would like and we will get the cover on order with Smartop. Again the cover is made and warranted through Smartop. If you want to work directly with Smartop I have no problem with that also. Thanks,[redacted]Agean[redacted] There was several times we called [redacted] after the front and rear panels were replaced because of the loose straps. The straps would have to be moved down further which would mean more holes in the panel. Ican still put a fly swatted between the top and the cover.I need some guildence. I don't see Agean coming up to bat. [redacted]
After service tech came to the house and inspected the hot tub it was found that the electric was not hooked up properly. Upon initially looking at the hot tub it looked like the hot tub was connected properly. There were 4 wire (hot, hot, neutral, ground) connected into the hot tub. After doing...
further testing (voltage between lines) we knew something was wrong with the electric. When the electric was run (by the customers electrician) from the main breaker box to disconnect only three wires were run. Proper connections should have a neutral and ground wire but there was only one wire. The neutral and ground were split. The hot tub has items that run on 220v, 110v, and 12v. The hot tub per code and manufactures requirements needs a four seperate wires (2 hots, neutral, ground) . With the neutral line and ground line being split the gfci will not work correctly. Each line must be independent and not shared or split. The customer was told they need to have a electrician come back out and have the electric corrected from the main breaker to the disconnect box.
We did the swim spa move almost two months ago and have not heard anything from the customer since it was moved. We were hired by the original swim spa owner to move the swim spa as a favor, as he was moving and could not take it with him to Florida. The original owner paid us $1000. The cost...
include us hiring a crane to pick up the swim spa at original owners house. Agean transport the swim spa 54 miles to new house. Also hire a crane to unload it at the new customers location. The original owner of the swim spa was told the price was not set in stone and there were variables. Agean kept in contact with the original owner as that was the person who hired us. The crane company had one of their crane not working and they had to work us into their schedule. Both customers were aware of this. When we delivered the swim spa the crane was not able to get back far enough into the driveway and could not reach the swim spa to the final destination. We were able to lift the swim spa off of the truck and get it near the fence. Again we did have pictures and forwarded to the crane company but they cannot see everything in the pictures. The customer was given a estimate of $400 to physically push the swim spa to the back yard. The customer accepted the estimate and it was promptly scheduled.The facts are Agean did not get paid any extra as we waited all day the first day for the crane. We had employees and a truck tied up from 1PM to 10PM at night. The next day we blocked the morning for two employees and a truck. The complaining customer only paid Agean $400. They could of elected to get people and push the swim spa back themselves or hired another company. To call our employees half baked is completely unacceptable. The employees were nothing but nice and as helpful as possible.
On Monday service tech came to the house and hot tub was low on water. Filled hot tub. Removed air pocket from pump. Hot tub was working perfect. It looked like a case of low water that sucked air into the pump. Waited a hour with no problem. Customer called Monday afternoon. Tech came to the house within a hour. Did testing and narrowed the problem to the circuit board or electric. Tuesday morning the tech replaced the circuit board. Tech had circuit board Monday but did not replace because we thought the air pocket was the problem. Called customer Tuesday evening hot tub working perfect. Customer used tub Wed morning no problems. Followed up Thursday no problems. Final follow up call Friday no problems. We are sorry it took the time it did to fix the problem. Because the problem only happened periodically it was difficult to identify the problem because it would never happen when we were at the job site. We were in constant contact with the customer and we were always at the customers house within 24 hours of receiving a part. Hot tub delivered August 11, August 12 Customer called with pump problemAugust 18 pump replacedAugust 24 at customers house two times (air pocket, voltage testing, testing board, ozone, wiring)Hot tub working perfectly August 25
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] the company has not address the real problem with the top cover. It's not a warranty problem,they never ordered the right size cover and they tried to make it fit. I,m tired and I guess the Bibb has no more time for this
I did not receive copies of any paper work from [redacted] on the night of the spa move, nor on the day that they came back and pushed the spa into place. I believe I signed something showing the spa was received on the night of the initial move, but I am not sureI do have a copy of the cancelled check (attached). [redacted] told me the charge would be $400 and I responded "For 15 minutes worth of work, wow." and he said "Okay okay - $300 and we'll be outta here" so the check was written for $300.I want to clarify that the comment Chris keeps taking issue with of "half-baked" was not meant as an insult to anyone on his crew, directly, but was directed as to the way this entire process was handled. The definition is: "2. Informal a. Insufficiently thought out" which is exactly how this was handled. However, I am not going to go into a war of the words with him. He has already been very aggressive and inconsistent in his contact with me before I made this complaint to the Revdex.com. I was forced to block him on FB because of this.He has been flip-flopping on stories since the very beginning, which is what caused me to file this complaint. I got tired of feeling walked on and lie to. I have been told that pictures were provided, then that they weren't provided, etc. Nothing he is claiming is adding up.Regardless of what he states, I tried to work this out with him over the phone. He told me to take it or leave it (as in the spa in my drive way) if I didn't pay for the additional work. Furthermore, his company was not out the 9 hours of work that he claimed, as [redacted] was telling me (when I brought the guys out ice water because they looked exhausted). [redacted] was quick to tell us that they had been scheduled on three jobs prior to mine that day and would be glad for the day off that he had scheduled the next day.I appreciate all your help in this and am very surprised and pleased that this has been handled so promptly. I wouldn't have expected that filing a claim with the Revdex.com would be the most "pleasant" part of the transaction, but as Chris has been so horribly disagreeable, working with the Revdex.com has been the highlight.Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was told that $1200 was what [redacted] paid you, and that isn't my concern. I would like the $300 back that I was forced to pay to get the job completed to the extent that it should have been originally. [redacted] contracted with Agean to have the spa moved from his house to my specified location, of which pictures were provided ahead of time. If this was going to be a problem, I should have been advised of that going in, not told the night of the move when Tony pull up at my house "oh man, we can't do this!" I had no other option but to pay the $400 (reeduced to $300 after I complained repeatedly) to have the job completed as it was told to me that it would be. Nothing will resolve this complaint until the $300 is refunded to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Chris's response is entirely untrue. I have the sellers contact information and he will support my report. He took the day off because they were supposed to be there for the pick up and was contacting me quite often to determine if I had heard from them. I was in more direct contact with Michelle and Amy at Agean, while the seller advised me that they "wouldn't return his calls since he decided not to sell the spa back to them". The seller and I were advised that the crane was needed to get the spa onto my prpoetry, but if so then why didn't they bring the correct one. The fact that it was broken and they brought the small one which was inadequate is not something that I should be forced to pay for. That is a bad business decision on their part. The entire experience was a fiasco. I had to call to get updates (and the seller and I always got conflicting info), the crew was unprofessional when they showed up telling me immediately that they couldn't do the move because they didn't have the right equipment. As for "accepting" the additional $400 charge? I was told I could pay it or they were going to drop the spa in my driveway and I could move it myself. I told them that was unacceptable and [redacted] told us they would return it to the seller or we could "find 8 big friends and figure it out yourself". The seller was nothing but kind and helpful so returning to him was not an option, especially since he moved to Florida the next week. So if Chris wants to say I "accepted" what was forced upon me, I would like to remind him of the call I made to his company the day after the spa drop off. I tried then to work this out with him. He didn't care.As for the time I took before acting on this ... I am the daughter of two hard-working business owners. I didn't want to cause a problem for anyone. But the more I thought about it, the more I just can't let this go. The way we were treated was disrespectful and greedy. I don't care what his profit margin was in the job, that is his business to run (or run into the ground) as he chooses. What I do care about is that he out us in an impossible spot because of his lack of communication and his lack of preparation. And then forced us to pay for his mistake. That is uncalled for and unacceptable.A
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
There was several times we called [redacted] after the front and rear panels were replaced because of the loose straps. The straps would have to be moved down further which would mean more holes in the panel. Ican still put a fly swatted between the top and the cover.I need some guildence. I don't see Agean coming up to bat. [redacted]
[redacted], the cover warranty is through the manufacturer. The manufacturer warranty does not provide any labor. They provide a part or a replacement cover. See warranty below. Normally shipping from the manufacturer is a additional cost. Smartop has offered to ship the cover with other products to us no charge. Normally the cover would be picked up at our location. We have offered to deliver the cover to your house. This is a cost to us.We can order the cover the same size as before or if you would like smaller you can order the cover smaller. That is your choice. When you came into our showroom letting me know you were unhappy with the cover you never mentioned one time that your cover was defective. All we talked about was your returning the cover or replacing with a traditional foam cover. You were going to go home and talk with your wife and let me know. At some point after that time you contacted Smartop about a defective cover. As I said before the cover warranty is through Smartop. You filed a Revdex.com complaint against Agean. I have responded to you saying I never contacted Smartop on your behalf (I copied emails that I forwarded to them within 24 hours of receiveing), any problems with cover installation were fixed (straps/ locks adjusted, skirt panels replaced), we have been receptive to your concerns and offered options (replacing smartop with a foam cover- we get a used smartop you get a new high end cover). We keep going round and round. If you want a new cover I will order it the same size as last time, 83" x 83", or whatever you will specific. After the cover comes in I will have someone deliver to your houseat no cost. But I will not be able to put the cover on at no cost. So I would encourage you to let me know what size cover you would like so we can get the process started to replace your cover. You are welcome to contact Smartop if you would like. Performance Assurance Guarantee Non Pro-RatedIf the Smartop is found to be unserviceable due to defects in materials or workmanship within three years from date of purchase replacement parts or a replacement cover will be provided.
[redacted] To whom it may concern, The cover was tight when [redacted] came here. This statement is true, but, the panels for the front and rear were replaced and the hold downs were loose and your man didn't want to make more holes in the panels. This was in March. I called [redacted] at his office, he was busy, I left a message and he never returned my call. II went up to speak to [redacted] at Agean and he offered a cheaper foam top 3" thick, no refund for price difference. I will help [redacted] or one of his men measure for a new smartop, I will not put the new smartop on, but will supervise the installation. This is something that should have done in the beginning. I don't think I am asking too much!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted] has facetimed and called me. However I have had family members here that can verify every single phone call and can repeat what [redacted] said. He did call the people that he works with is and he did call my electrician an is. That is beyond unprofessional . [redacted] is refusing to work with us so I am requesting that we get a full refund, our $500 deposit back, what we paid the electrician back, and our $200 back that we had to pay the technician that he sent out and said it was our fault and it was not covered under warranty, however I have an email from [redacted] stating that they were in the wrong and we should not have been charged her $200. I will will continue to contact the Revdex.com until the issue is resolved. As of right now [redacted] is not willing to do anything to resolve this issue. Thanks!
Regards,
[redacted]
Agean cannot fix your issue until the electric is properly installed. We have told you, emailed you, used facetime, had a service tech on the job site and every single time have told you that your electric is not properly hooked up. Your hot tub must have a seperate neutral and ground bar. Until you get that fixed we cannot help you more. After the electric is corrected per manufacturers specifications we can assist you. Currently your hot tub is likely a safety issue as your electric is not correct.
Jim, I attached the email that you sent to me on 4/30 @ 3:45PM. You can see I forwarded it to Leisure Concepts on 5/1 @ 11:07AM. [redacted] has been to your house. I came out after you said you were unhappy. I personally adjusted the cover at your house. When I left everything was good. We did not hear about another issue until you called being unhappy about the efficiency. I did not hear from you again until you came into the showroom with your wife. At that point I tried make you happy and offer to give you a free foam cover. You never said a work at that time about your cover being cracked. The manufacturer does not pay labor to change a cover. To try to work with you I will deliver the new Smartop to your house for free. I will take the old cover back at that time. I will order the cover whatever size you would like and you can install the new cover on delivery. If you want a 82" cover I will order it that way, but I do not think it will fit. The tub does have slight bows to the size. It is a better to be big than small. Please let me know if you would like to get the new smartop on order.Thanks,[redacted]To be honest, Agean had no idea the top had a crack and the corner units were coming apart. Because their past response has always been lacking. It surely isn't from usage, only open it to put chemicals in. That is the reason I contacted Leisure Concepts. I sent Agean pictures of the ice melt and it wasn't passed on to the manufacturer (that is what they told me).Agean didn't measure the tub properly, the hot tub should be measured exactly from side to side and front to rear (82"), the factory always adds 1/2" for fit. This is Agean's fault. Agean tried to correct the hinge problem by adding spacers and that made the problem worse. Really I think if you really wanted to take care of this problem [redacted], you would take time with an open mind, and come and see and measure. And I want you to see what a mess it really is. All I want is my hot tub and smartop to work and look like the $8,000.00 unit I thought I was purchasing.The installation problems are Agean's fault. It is shameful for Agean to say they won't deliver and install the replacement cover when they never fullfilled the first installation properly. It is not my fault! I am willing to pay $129.00 for the upgraded smatop. And as I said before Agean should come to my house to measure the tub, I shouldn't be responsible.
Jim, sorry your unhappy. When we ordered the smartop and followed their instructions. We ordered it based on the shell size. A cover that is larger is better than a cover that is smaller because a small cover will not fit. The seal area is large and the whole seal area is hitting your shell top. Smartop web siteMeasurement A, B and hinge length measurements are in inches, rounded up to the nearest 1/2 inch increment. A spa cover that is a little larger than the acrylic shell will fit well, but a cover that is too small will be tight or may not fit at all. Dimensions must be taken from the outside of the acrylic spa shell (rather than the old cover).Until this complaint there was never a crack in your Smartop. We never even knew their was a crack in your smartop. All of the previous emails were about efficiency concerns. We forwarded every email and spoke to smartop. When we spoke to them they repeatedly said your cover was performing as it should. The panels on the tub should be very close to the current holes because you are not going to a different style cover (foam). We already replaced the panels at our cost. We corrected any installation mistakes. The manufacturers warranty does not pay us for delivery or labor. If you would like to pick up the new smartop and drop off the old one there would be no cost to you at all. We would charge for delivering the cover to you and the time to install the new Smartop.
Per our conversation this morning. Any questions please contact me. Thanks you. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
To be honest, Agean had no idea the top had a crack and the corner units were coming apart. Because their past response has always been lacking. It surely isn't from usage, only open it to put chemicals in. That is the reason I contacted Leisure Concepts. I sent Agean pictures of the ice melt and it wasn't passed on to the manufacturer (that is what they told me).Agean didn't measure the tub properly, the hot tub should be measured exactly from side to side and front to rear (82"), the factory always adds 1/2" for fit. This is Agean's fault. Agean tried to correct the hinge problem by adding spacers and that made the problem worse. Really I think if you really wanted to take care of this problem [redacted], you would take time with an open mind, and come and see and measure. And I want you to see what a mess it really is. All I want is my hot tub and smartop to work and look like the $8,000.00 unit I thought I was purchasing.The installation problems are Agean's fault. It is shameful for Agean to say they won't deliver and install the replacement cover when they never fullfilled the first installation properly. It is not my fault! I am willing to pay $129.00 for the upgraded smatop. And as I said before Agean should come to my house to measure the tub, I shouldn't be responsible. Thank you, [redacted]
I would like to send a rebuttal statement. Attached is 3 pictures. The first picture shows that the electrician installed 4 wires to the breaker box. The second picture shows that there are 4 wires in the breaker box and the 3rd picture is a picture of the instructions that were given to us when we bought the hot tub clearly showing that there is ONLY 3 wires needed. There is no communication with this company and if the company sends out a technician that clearly told me that he is NOT an electrician and does not do electron work, how would be possibly know that there is only 3 wires going from the breaker box? We were charged $200 because the owner said it was an electrical issue and the technician told me that the main component (the mother board) was going out but he couldn't fit anything because the owner said that he was told to tell us it was an electrical issue. When I told the technician the issues he continued to tell me "look, I am only doing what I am told. I know there are MAJOR issues with this unit. I am NOT an electrician so I have no clue what he is wanting, I am just repeating what he is telling me. Oh and by the way, he told me that if you DO NOT pay me, then he will cancel your warranty and then if I come back to fix it then you would have to pay me full price which is over $500." How can the owner know that it is an electrical issue when his technician is clearly saying that he is not an election and he knows nothing when it comes to that. The owner Gary would rather argue with me on the phone, than send someone to look at it that KNOWS about the electrical part.9/14 - Additional info provided by the customer:Here is a video that shows that there is an issue with the equipment. The tester is buzzing and nothing is plugged in.Thanks [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
In response to Agean's comments, I would like to say from the beginning things did not go well. The hot tub sat on our porch for several weeks with no cover. I even call the credit card company to dispute payment. They agreed. Soon after I heard from Agean so I let it go. They sent their Tec to install the cover, with no previous knowledge of how to install a smartop. When I saw it I knew we had problems. I could tell the cover wasn't seated correctly. I could put a fly swatter (or a ream of paper) between the hot tub top and the cover. Pictures which I sent to Agean. When I called to complain the person on the phone blamed the electrician, not knowing it was me. I am a master electrician. The Tec came back after awhile and said we needed two additional spacers on each side.... cover is too big for this hot tub. The fix they did not correct the problem. Again I call and finally [redacted] came down to try and fix the installations mistakes, there were a lot of holes in the panels. They did replace them. The smartop still doesn't fit and now has a crack in it. We did buy this cover because it was suppose to be energy efficient and it looked nice and last longer.I have kept in touch with the manufacture because of the lack of response from Agean. After studying the smartop instructions I found that Agean didn't measure the tub properly, so the cover we have will never fit.After speaking with Leisure Concepts ( the manufacturer) they said they would give a replacement cover with an upgrade that we will pay for and they would also pick up the delivery costs. That is all we wanted for Agean to help us with...... But I do think that Agean should be liable for new panels and installation,.In conclusion I know there are a lot of claims Agean made that I didn't address and feel that are untrue. I don't hold Smartop responsible for our troubles, it is Agean"s installation and lack of customer service. [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The ONLY issues here are (1) They had pictures of the pre-prepared site, the street, the house, the driveway, the backyard, as well as the height of the house and the width of the driveway; (2) They knowingly sent out a crew and equipment insufficient to complete the job the first time; (3) They forced me to pay for the job to be completed in the manner that it should have been the FIRST TIME, at the rate that they had contracted with [redacted] for. So - no. I will not accept the response made by this business. EVER. Unless that response comes with a refund of the $300 I never should have been required to pay.Chris has done nothing but deny responsibility, change his story repeatedly and try to blame everyone else for what he ultimately should have handled. Sending the "smaller crane" to my house and then dropping a 2 ton spa JUST over my fence and telling me "We only had to get it INTO the backyard. If you have 14 strong friends you can move it yourself." was nothing short of irresponsible and unprofessional.The spa was not 50 miles away. Milford to Pleasant Ridge is less than a 10 mile drive. I have been to the prior owner's house TWICE. Even at rush hour, it took me approximately 30 minutes. But, yet again, that is just another lie amongst more lies that Chris will continue to throw out, rather than take responsibility.They did not offer a discount on the move to me or [redacted]. After taking 10-15 minutes to push the spa to the prepared site, I was told to pay $400. I told [redacted] that was ridiculous and he said he would take $300.Whether or not a got a good deal is not part of this debate. [redacted], the prior owner, was a kind and helpful person to work with. Agean offered to purchase the spa back from him, [redacted] chose to sell it to me. If Chris has a problem with that arrangement, that is not my concern.AGAIN: The ONLY issue here is that (1) They had the pictures of the site, the house, the driveway, street and backyard - as well as the measurements for the house and drive way (2) They knowingly sent out a crew and equipment insufficient to do the job (3) They gave me no option to pay them more than they contracted for to complete a job that they should have finished the first night.
Regards,
[redacted]
Jim, the last time I was at your house the cover was tight and you were happy. After we replaced the side panels I never heard by phone, stopping in the showroom, or email that the cover was not tight. Lets try to move forward. You want the cover replaced. The manufacturer will replace the cover no charge. I have offered to deliver the cover no charge. All you have to do is provide the measurements you would like the cover made to and install the new cover. You can take the cover off before we arrive and we will take the old cover back. Problem (cover cracked/ not happy about size) Solution you are getting a new cover (whatever size you would like) and delivered for freeIf this is acceptable let us know what size you would like and we will get the cover on order with Smartop. Again the cover is made and warranted through Smartop. If you want to work directly with Smartop I have no problem with that also. Thanks,[redacted]Agean[redacted] There was several times we called [redacted] after the front and rear panels were replaced because of the loose straps. The straps would have to be moved down further which would mean more holes in the panel. Ican still put a fly swatted between the top and the cover.I need some guildence. I don't see Agean coming up to bat. [redacted]
After service tech came to the house and inspected the hot tub it was found that the electric was not hooked up properly. Upon initially looking at the hot tub it looked like the hot tub was connected properly. There were 4 wire (hot, hot, neutral, ground) connected into the hot tub. After doing...
further testing (voltage between lines) we knew something was wrong with the electric. When the electric was run (by the customers electrician) from the main breaker box to disconnect only three wires were run. Proper connections should have a neutral and ground wire but there was only one wire. The neutral and ground were split. The hot tub has items that run on 220v, 110v, and 12v. The hot tub per code and manufactures requirements needs a four seperate wires (2 hots, neutral, ground) . With the neutral line and ground line being split the gfci will not work correctly. Each line must be independent and not shared or split. The customer was told they need to have a electrician come back out and have the electric corrected from the main breaker to the disconnect box.
I had 2 people work on the tub for 3 hours and it still does not work. The tub has never worked. The complaint stands.
We did the swim spa move almost two months ago and have not heard anything from the customer since it was moved. We were hired by the original swim spa owner to move the swim spa as a favor, as he was moving and could not take it with him to Florida. The original owner paid us $1000. The cost...
include us hiring a crane to pick up the swim spa at original owners house. Agean transport the swim spa 54 miles to new house. Also hire a crane to unload it at the new customers location. The original owner of the swim spa was told the price was not set in stone and there were variables. Agean kept in contact with the original owner as that was the person who hired us. The crane company had one of their crane not working and they had to work us into their schedule. Both customers were aware of this. When we delivered the swim spa the crane was not able to get back far enough into the driveway and could not reach the swim spa to the final destination. We were able to lift the swim spa off of the truck and get it near the fence. Again we did have pictures and forwarded to the crane company but they cannot see everything in the pictures. The customer was given a estimate of $400 to physically push the swim spa to the back yard. The customer accepted the estimate and it was promptly scheduled.The facts are Agean did not get paid any extra as we waited all day the first day for the crane. We had employees and a truck tied up from 1PM to 10PM at night. The next day we blocked the morning for two employees and a truck. The complaining customer only paid Agean $400. They could of elected to get people and push the swim spa back themselves or hired another company. To call our employees half baked is completely unacceptable. The employees were nothing but nice and as helpful as possible.
On Monday service tech came to the house and hot tub was low on water. Filled hot tub. Removed air pocket from pump. Hot tub was working perfect. It looked like a case of low water that sucked air into the pump. Waited a hour with no problem. Customer called Monday afternoon. Tech came to the house within a hour. Did testing and narrowed the problem to the circuit board or electric. Tuesday morning the tech replaced the circuit board. Tech had circuit board Monday but did not replace because we thought the air pocket was the problem. Called customer Tuesday evening hot tub working perfect. Customer used tub Wed morning no problems. Followed up Thursday no problems. Final follow up call Friday no problems. We are sorry it took the time it did to fix the problem. Because the problem only happened periodically it was difficult to identify the problem because it would never happen when we were at the job site. We were in constant contact with the customer and we were always at the customers house within 24 hours of receiving a part. Hot tub delivered August 11, August 12 Customer called with pump problemAugust 18 pump replacedAugust 24 at customers house two times (air pocket, voltage testing, testing board, ozone, wiring)Hot tub working perfectly August 25
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] the company has not address the real problem with the top cover. It's not a warranty problem,they never ordered the right size cover and they tried to make it fit. I,m tired and I guess the Bibb has no more time for this
I did not receive copies of any paper work from [redacted] on the night of the spa move, nor on the day that they came back and pushed the spa into place. I believe I signed something showing the spa was received on the night of the initial move, but I am not sureI do have a copy of the cancelled check (attached). [redacted] told me the charge would be $400 and I responded "For 15 minutes worth of work, wow." and he said "Okay okay - $300 and we'll be outta here" so the check was written for $300.I want to clarify that the comment Chris keeps taking issue with of "half-baked" was not meant as an insult to anyone on his crew, directly, but was directed as to the way this entire process was handled. The definition is: "2. Informal a. Insufficiently thought out" which is exactly how this was handled. However, I am not going to go into a war of the words with him. He has already been very aggressive and inconsistent in his contact with me before I made this complaint to the Revdex.com. I was forced to block him on FB because of this.He has been flip-flopping on stories since the very beginning, which is what caused me to file this complaint. I got tired of feeling walked on and lie to. I have been told that pictures were provided, then that they weren't provided, etc. Nothing he is claiming is adding up.Regardless of what he states, I tried to work this out with him over the phone. He told me to take it or leave it (as in the spa in my drive way) if I didn't pay for the additional work. Furthermore, his company was not out the 9 hours of work that he claimed, as [redacted] was telling me (when I brought the guys out ice water because they looked exhausted). [redacted] was quick to tell us that they had been scheduled on three jobs prior to mine that day and would be glad for the day off that he had scheduled the next day.I appreciate all your help in this and am very surprised and pleased that this has been handled so promptly. I wouldn't have expected that filing a claim with the Revdex.com would be the most "pleasant" part of the transaction, but as Chris has been so horribly disagreeable, working with the Revdex.com has been the highlight.Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was told that $1200 was what [redacted] paid you, and that isn't my concern. I would like the $300 back that I was forced to pay to get the job completed to the extent that it should have been originally. [redacted] contracted with Agean to have the spa moved from his house to my specified location, of which pictures were provided ahead of time. If this was going to be a problem, I should have been advised of that going in, not told the night of the move when Tony pull up at my house "oh man, we can't do this!" I had no other option but to pay the $400 (reeduced to $300 after I complained repeatedly) to have the job completed as it was told to me that it would be. Nothing will resolve this complaint until the $300 is refunded to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Chris's response is entirely untrue. I have the sellers contact information and he will support my report. He took the day off because they were supposed to be there for the pick up and was contacting me quite often to determine if I had heard from them. I was in more direct contact with Michelle and Amy at Agean, while the seller advised me that they "wouldn't return his calls since he decided not to sell the spa back to them". The seller and I were advised that the crane was needed to get the spa onto my prpoetry, but if so then why didn't they bring the correct one. The fact that it was broken and they brought the small one which was inadequate is not something that I should be forced to pay for. That is a bad business decision on their part. The entire experience was a fiasco. I had to call to get updates (and the seller and I always got conflicting info), the crew was unprofessional when they showed up telling me immediately that they couldn't do the move because they didn't have the right equipment. As for "accepting" the additional $400 charge? I was told I could pay it or they were going to drop the spa in my driveway and I could move it myself. I told them that was unacceptable and [redacted] told us they would return it to the seller or we could "find 8 big friends and figure it out yourself". The seller was nothing but kind and helpful so returning to him was not an option, especially since he moved to Florida the next week. So if Chris wants to say I "accepted" what was forced upon me, I would like to remind him of the call I made to his company the day after the spa drop off. I tried then to work this out with him. He didn't care.As for the time I took before acting on this ... I am the daughter of two hard-working business owners. I didn't want to cause a problem for anyone. But the more I thought about it, the more I just can't let this go. The way we were treated was disrespectful and greedy. I don't care what his profit margin was in the job, that is his business to run (or run into the ground) as he chooses. What I do care about is that he out us in an impossible spot because of his lack of communication and his lack of preparation. And then forced us to pay for his mistake. That is uncalled for and unacceptable.A
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
There was several times we called [redacted] after the front and rear panels were replaced because of the loose straps. The straps would have to be moved down further which would mean more holes in the panel. Ican still put a fly swatted between the top and the cover.I need some guildence. I don't see Agean coming up to bat. [redacted]
[redacted], the cover warranty is through the manufacturer. The manufacturer warranty does not provide any labor. They provide a part or a replacement cover. See warranty below. Normally shipping from the manufacturer is a additional cost. Smartop has offered to ship the cover with other products to us no charge. Normally the cover would be picked up at our location. We have offered to deliver the cover to your house. This is a cost to us.We can order the cover the same size as before or if you would like smaller you can order the cover smaller. That is your choice. When you came into our showroom letting me know you were unhappy with the cover you never mentioned one time that your cover was defective. All we talked about was your returning the cover or replacing with a traditional foam cover. You were going to go home and talk with your wife and let me know. At some point after that time you contacted Smartop about a defective cover. As I said before the cover warranty is through Smartop. You filed a Revdex.com complaint against Agean. I have responded to you saying I never contacted Smartop on your behalf (I copied emails that I forwarded to them within 24 hours of receiveing), any problems with cover installation were fixed (straps/ locks adjusted, skirt panels replaced), we have been receptive to your concerns and offered options (replacing smartop with a foam cover- we get a used smartop you get a new high end cover). We keep going round and round. If you want a new cover I will order it the same size as last time, 83" x 83", or whatever you will specific. After the cover comes in I will have someone deliver to your houseat no cost. But I will not be able to put the cover on at no cost. So I would encourage you to let me know what size cover you would like so we can get the process started to replace your cover. You are welcome to contact Smartop if you would like. Performance Assurance Guarantee Non Pro-RatedIf the Smartop is found to be unserviceable due to defects in materials or workmanship within three years from date of purchase replacement parts or a replacement cover will be provided.
[redacted] To whom it may concern, The cover was tight when [redacted] came here. This statement is true, but, the panels for the front and rear were replaced and the hold downs were loose and your man didn't want to make more holes in the panels. This was in March. I called [redacted] at his office, he was busy, I left a message and he never returned my call. II went up to speak to [redacted] at Agean and he offered a cheaper foam top 3" thick, no refund for price difference. I will help [redacted] or one of his men measure for a new smartop, I will not put the new smartop on, but will supervise the installation. This is something that should have done in the beginning. I don't think I am asking too much!
Revdex.com:
s and he did call my electrician an i
s. That is beyond unprofessional . [redacted] is refusing to work with us so I am requesting that we get a full refund, our $500 deposit back, what we paid the electrician back, and our $200 back that we had to pay the technician that he sent out and said it was our fault and it was not covered under warranty, however I have an email from [redacted] stating that they were in the wrong and we should not have been charged her $200. I will will continue to contact the Revdex.com until the issue is resolved. As of right now [redacted] is not willing to do anything to resolve this issue. Thanks!
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.
[redacted] has facetimed and called me. However I have had family members here that can verify every single phone call and can repeat what [redacted] said. He did call the people that he works with i
Regards,
[redacted]
Agean cannot fix your issue until the electric is properly installed. We have told you, emailed you, used facetime, had a service tech on the job site and every single time have told you that your electric is not properly hooked up. Your hot tub must have a seperate neutral and ground bar. Until you get that fixed we cannot help you more. After the electric is corrected per manufacturers specifications we can assist you. Currently your hot tub is likely a safety issue as your electric is not correct.
Jim, I attached the email that you sent to me on 4/30 @ 3:45PM. You can see I forwarded it to Leisure Concepts on 5/1 @ 11:07AM. [redacted] has been to your house. I came out after you said you were unhappy. I personally adjusted the cover at your house. When I left everything was good. We did not hear about another issue until you called being unhappy about the efficiency. I did not hear from you again until you came into the showroom with your wife. At that point I tried make you happy and offer to give you a free foam cover. You never said a work at that time about your cover being cracked. The manufacturer does not pay labor to change a cover. To try to work with you I will deliver the new Smartop to your house for free. I will take the old cover back at that time. I will order the cover whatever size you would like and you can install the new cover on delivery. If you want a 82" cover I will order it that way, but I do not think it will fit. The tub does have slight bows to the size. It is a better to be big than small. Please let me know if you would like to get the new smartop on order.Thanks,[redacted]To be honest, Agean had no idea the top had a crack and the corner units were coming apart. Because their past response has always been lacking. It surely isn't from usage, only open it to put chemicals in. That is the reason I contacted Leisure Concepts. I sent Agean pictures of the ice melt and it wasn't passed on to the manufacturer (that is what they told me).Agean didn't measure the tub properly, the hot tub should be measured exactly from side to side and front to rear (82"), the factory always adds 1/2" for fit. This is Agean's fault. Agean tried to correct the hinge problem by adding spacers and that made the problem worse. Really I think if you really wanted to take care of this problem [redacted], you would take time with an open mind, and come and see and measure. And I want you to see what a mess it really is. All I want is my hot tub and smartop to work and look like the $8,000.00 unit I thought I was purchasing.The installation problems are Agean's fault. It is shameful for Agean to say they won't deliver and install the replacement cover when they never fullfilled the first installation properly. It is not my fault! I am willing to pay $129.00 for the upgraded smatop. And as I said before Agean should come to my house to measure the tub, I shouldn't be responsible.
Jim, sorry your unhappy. When we ordered the smartop and followed their instructions. We ordered it based on the shell size. A cover that is larger is better than a cover that is smaller because a small cover will not fit. The seal area is large and the whole seal area is hitting your shell top. Smartop web siteMeasurement A, B and hinge length measurements are in inches, rounded up to the nearest 1/2 inch increment. A spa cover that is a little larger than the acrylic shell will fit well, but a cover that is too small will be tight or may not fit at all. Dimensions must be taken from the outside of the acrylic spa shell (rather than the old cover).Until this complaint there was never a crack in your Smartop. We never even knew their was a crack in your smartop. All of the previous emails were about efficiency concerns. We forwarded every email and spoke to smartop. When we spoke to them they repeatedly said your cover was performing as it should. The panels on the tub should be very close to the current holes because you are not going to a different style cover (foam). We already replaced the panels at our cost. We corrected any installation mistakes. The manufacturers warranty does not pay us for delivery or labor. If you would like to pick up the new smartop and drop off the old one there would be no cost to you at all. We would charge for delivering the cover to you and the time to install the new Smartop.