Good Morning,I am in receipt of the complaint from *** *** *** and we are reviewing the purchase details and follow up with the factory and the the documentation from the sale.Once that is complete, we will respond accordingly.Please note that all spa, swim spa and pool sales are final and as
such, the pick up and removal of the unit is not an option. If the unit is not operating properly, the factory warranty will be in effect and the repair of the spa will not cost *** *** any money.Thank you. Ted D***cc: *** ***
MsS***,The transaction was canceled months ago. A previous refund check was mailed months ago for $ 100.00.Another check was issued and mailed today for $ 100.00. The check was mailed t* *** *** *** *** ** ***We have closed our files on this account months ago and can do nothing else at this point as a check as been mailed to refund this money.Thank you. Ted D***
We are in receipt of your letter about Mr*** complaint.A check in the amount of $ was issued today and will be in tomorrow mail.We are considering this complaint per Mr***'s request for $ resolved once he receives the check and it clears out bank.We regret any
inconvenience regarding this matter. Ted D***President
Good Morning,The matter will be resolved in full this week.The person handling some of these matters was injured and has been out of work several details were dropped.We apologize for the inconvenience to this customer.Thank youTed D***
I have reviewed the response from Ms***.Regarding the same, please note the following.There are huge discrepancies regarding what "he said" or what "she said.The reality is that we have had and do have a replacement spa for Ms*** and it can be switched out within a time frame that works for all parties (the tub is sitting at the factory waiting for shipping instructions) and as courtesy, I will increase the cash release from $ to $ 300.00, but other than those details .nothing has changed.Ms*** can take the cash or take the new unit I appreciate the Revdex.com trying to help, but those are Ms***'s options ...Thank youTed D***
I am in receipt of your correspondence regarding Mr***Regarding the same, please note that Mr*** had his new hot tub delivered several weeks ago, and that included a new matching spa cover.Regretfully, a temporary cover was provided as the exact size new cover that is needed was
not delivered with his new spa when it arrived at our warehouse from Master Spas.We regret this inconvenience but will deliver Mr***'s proper and new spa cover as soon as it arrives which should be later this week or early next week.Please forward this response to Mr*** with our sincere apology.Please let Mr*** know that any continued dialogue regarding his Master Spa going forward should be sent to [email protected] or directed to our service contact number of 7554.Thank you for writing.Ted D***cc: Master Spa Customer Service
We became aware of this problem on Tuesday of this week and am waiting for the factory to ship a new board.We expect the board to arrive on Tuesday of next week so the plan is to schedule the repair on Wednesday thru Friday of next week.We apologize for any inconvenience, but parts are
running slow shipping wise due to the holidays. Thanks
To Ms***,I ame not discussing this matter any further.If you, (Ms***) want to pursue the matter in any manner that you feel appropriate to protect her and her family's interest, so be it.As a courtesy, I had continued a dialogue to perhaps bring closure for this customer, but for the second time (as of today) I have closed your file and will no longer discuss the matter in any way, shape or form.Thank you Ted D***
*** *** has two choices let us repair what he owns or let us replace with a new spa.This offer to replace will be on the table till June 1st at which time that offer will be rescinded and the repair per the manufacturers warranty will be in place till that expires.Thank you for your help.RegardsTed D***cc: *** *** ***
Consumer responded to Revdex.com via email:Hi Jennifer,Just wanted to let you know that we received the check in the mail today. Thank you for your help in resolving this matter.Best,Joe H[redacted]
Please note the following was forwarded to this customer this morning 10/27/2017. Good Morning,Regarding your email, please note that I have turned this over to the factory for review due to the filing of the Revdex.com complaint as we do with every complaint.Please contact the factory's...
customer service people at 800 860 7727 and please have your serial number available as that is the first thing they will want which provides whom you are speaking to with all details of your purchase and dates. I have forwarded our files here to them as well.They will address your problem and focus on the repairs as they fall within your warranty, staffing available locally to repair and a reasonable time frame.Please note that the matter at this point will be handled through the factory's customer service and not our company. I am sure they will contact us next week regarding the issues but from this point forward, any and all communication will be documented through the factory's customer service.I am also forwarding a company of this email to the local Revdex.com office in Cleveland responding to your filed complaint.Thank you.Ted D[redacted]
Please see the attached documents.The [redacted] hot tub was delivered in full on June 26th 2017 in the afternoon.We have closed the file on this delivery and regret any inconvenience that may have been caused by the late delivery.Thank you. Ted D[redacted]President
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 have attached a front and back copy of the contract we signed which clearly states it is for a NEW hot tub not a floor model and where you can also see there is no mention of 9.9% interest rate. I have also sent a copy of the letter Mr. D[redacted] had sent overnight Fed Ex back in November which he has made no attempt to follow through with. Six months later is it any wonder we just want the hot removed? We did NOT get what we ordered, what they sent us was dirty, damaged and does not filter or operate correctly. I know mistakes happen but here we are 6 months later and they have not made this right. They are not a company that I want to deal with or would recommend to anyone.
Regards,
[redacted]
August 9th, 2016
Revdex.com of Cleveland
2800 Euclid Ave.
Cleveland, OH 44115 - 2408
Attention: [redacted]
Re: [redacted]Dear Ms. [redacted],
Please be advised that per our conversation regarding Mr. [redacted]’s filed complaint I have outlined my position below.
The reason for...
my action is as follows:
We were engaged to open the [redacted]’s pool in early May of 2016, taking over from a previous pool company.
The condition of the pool when we arrived was deplorable, the water level was down about 3 feet, the pool cover had fallen in due to the low water level and there was a “ton of leaves, debris and wildlife” in the pool itself.
We provided the [redacted]’s with exactly what we had outlined and opened the pool removing the cover and the debris on the cover but told both Mr. and Mrs. [redacted] that we would NOT vacuum the leaves from the pool … which we never do but we would run our sump trash pump and remove a lot of the debris, which we did. We did not empty the pool, which was my suggestion, as they were concerned about the pool floating AND the cost of water. If we had not trash pumped a large amount of the debris, they would NOT been able to clean up the pool at all … there was that much material in the pool.
The pool was work agreed to was completed and we sent a bill .. and another bill and a third and fourth bill with no response and no comments that they were not going to pay or were dissatisfied.
Several weeks ago I left a message on Mrs. [redacted]’s voice mail telling her that the matter was going to Small Claims Court by if I was not paid by that Friday, at which time Mr. [redacted] called and spoke to me personally as I answered the phone.
The irony was that Mr. [redacted] said this and that about the pool opening and what my son had NOT done … while the reality was that it was I who supervised the opening and it was I who spoke in length with his wife about what, when how etc.
Mr. [redacted] then filed with your agency, which in effect does nothing to resolve a matter, but in fact exasperates the matter from my perspective.
While I appreciate Mr. [redacted]’s offer of $ 77.00 to “settle” the matter, I have decided that his explanation is not acceptable and more importantly not true …
In the interest of avoiding a court appearance and wasting a late afternoon, I will settle the matter for half or $ 175.00. If in fact that does not take place, I will file suit in Small Claims Court and let a magistrate decide what will happen by August 30th 2016.
Thank you for writing.
Regards,
Ted D[redacted]President
TAD/dmm
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.
Regards,
[redacted]
Consumer stated to Revdex.com that the warranty period was to be 5 years from June 2013. Consumer contacted the warranty company and was told the warranty period started in January of 2013 and the warranty is now expired. Consumer did not even own the tub when the warranty started. Consumer had to pay for the repairs that should have been under the five year warranty. Consumer would like to be reimbursed for the repairs that should have been considered under warranty.
The photos that the [redacted]'s forwarded show a slight offset to two patio blocks and two uprights.To say they are making a mountain out of a mole hill is an understatement.The adjustment to those patio blocks might take five minutes and the upright is even less time. The [redacted]'s should know that they may have to make those adjustments every year .... as due to the freeze/thaw cycle we have in Cleveland, those items can shift and could, if the customer is so inclined, be adjusted, as we did for the [redacted]'s on one occasion.To note that the pool is at risk of collapsing is not reality.Mr. and Mrs. [redacted] can pursue any avenue they feels so compelled to explore and (as noted previously) as much as I regret their displeasure, there is nothing wrong the installation that cannot be adjusted in a few minutes and for a very low cost, their request $ 1,500.00 in refunds, certainly their prerogative, is not going to happen.Ted D[redacted] cc: file
The warranty for Mr. [redacted]s hot tub was provided by the factory, [redacted], and was included with his purchase in writing. He can review the details of the warranty provided on the factory's web site at [redacted] under Resources. Any changes or additions to that written warranty would have to come from the factory to us in writing as there are never any verbal or other warranties provided by the factory or this company with any spa purchase.We are pleased that Mr. [redacted] has had his hot tub repaired but we will not be providing any service to Mr. [redacted] at any time in the future and certainly not reimbursing Mr. [redacted] for any repairs completed, now or in the future. Thank you. Ted D[redacted]President Ted D[redacted]
Thank you for your response.I have photocopied the file and forwarded to you. [redacted]'s file is very clean. He bought the tub, financed, we delivered and he signed off. Now there are all sorts of problems but they relate to his purchase not the tub or the format for delivery.There is literally nothing wrong and the paperwork is spotless ... all signed off, no issues.Given that reality, what is there to do ... if there is a defect or problem, his tub is under warranty for 5 years, parts and labor, and we will be glad to service under the terms of the factory warranty. If he having problems with water quality, he needs to clean the filters more frequently and there was a upgrade this year for his type of filter that may solve some of the water quality issues .. but they will not clean themselves, so he will need to clean these as well. I would be pleased to forward a set at no charge to [redacted].Please review the paperwork when it is received by your office ... you will see that there are no issues ... regarding the spa, if it is not working, we will repair, if there are water quality issues .. .we will walk the customer through the process to solve.I hope that [redacted] will sense our committment to his enjoyment of the product.Thank you.Ted D[redacted]President cc: [redacted] File
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.]Given that we've received estimates to cover the correction of the pool installation that almost equal half of what we paid initially to Best Buy Pools and Spas for a complete package and install...We do not accept the latest response Mr. D[redacted]. At this point, we are asking for a COMPLETE AND FULL REFUND and IMMEDIATE REMOVAL OF THE POOL THAT WAS INCORRECTLY INSTALLED on our property.This solution would be a no-harm, no-foul solution as we would be recouping our hard-earned monies in full to take our business elsewhere. We are requesting a refund of all of our monies up to and including all pool equipment, materials, and permits.If Mr. D[redacted] refuses to stand by the work of the installation team he hired, nor will honor our request to refund our monies and gather his pool items and part ways peacefully, then we have no other choice than for our attorney to begin the legal process. This will include Mr. D[redacted], Mr. D[redacted] Jr, Carl and his install team, and anyone who ever stepped foot on our property to address the multiple issues we've had with this pool since day one.If we are forced to go the legal route, we will not only be seeking the refund of the pool monies, but additional monies to cover our legal fees as well as the time and emotional stress this whole situation has put on our family over the past year.I eagerly await your reply, Mr. D[redacted].Do the right thing.~[redacted] & [redacted]
Regards,
[redacted]
Good Morning,I am in receipt of the complaint from *** *** *** and we are reviewing the purchase details and follow up with the factory and the the documentation from the sale.Once that is complete, we will respond accordingly.Please note that all spa, swim spa and pool sales are final and as
such, the pick up and removal of the unit is not an option. If the unit is not operating properly, the factory warranty will be in effect and the repair of the spa will not cost *** *** any money.Thank you. Ted D***cc: *** ***
MsS***,The transaction was canceled months ago. A previous refund check was mailed months ago for $ 100.00.Another check was issued and mailed today for $ 100.00. The check was mailed t* *** *** *** *** ** ***We have closed our files on this account months ago and can do nothing else at this point as a check as been mailed to refund this money.Thank you. Ted D***
We are in receipt of your letter about Mr*** complaint.A check in the amount of $ was issued today and will be in tomorrow mail.We are considering this complaint per Mr***'s request for $ resolved once he receives the check and it clears out bank.We regret any
inconvenience regarding this matter. Ted D***President
Good Morning,The matter will be resolved in full this week.The person handling some of these matters was injured and has been out of work several details were dropped.We apologize for the inconvenience to this customer.Thank youTed D***
I have reviewed the response from Ms***.Regarding the same, please note the following.There are huge discrepancies regarding what "he said" or what "she said.The reality is that we have had and do have a replacement spa for Ms*** and it can be switched out within a time frame that works for all parties (the tub is sitting at the factory waiting for shipping instructions) and as courtesy, I will increase the cash release from $ to $ 300.00, but other than those details .nothing has changed.Ms*** can take the cash or take the new unit I appreciate the Revdex.com trying to help, but those are Ms***'s options ...Thank youTed D***
I am in receipt of your correspondence regarding Mr***Regarding the same, please note that Mr*** had his new hot tub delivered several weeks ago, and that included a new matching spa cover.Regretfully, a temporary cover was provided as the exact size new cover that is needed was
not delivered with his new spa when it arrived at our warehouse from Master Spas.We regret this inconvenience but will deliver Mr***'s proper and new spa cover as soon as it arrives which should be later this week or early next week.Please forward this response to Mr*** with our sincere apology.Please let Mr*** know that any continued dialogue regarding his Master Spa going forward should be sent to [email protected] or directed to our service contact number of 7554.Thank you for writing.Ted D***cc: Master Spa Customer Service
We became aware of this problem on Tuesday of this week and am waiting for the factory to ship a new board.We expect the board to arrive on Tuesday of next week so the plan is to schedule the repair on Wednesday thru Friday of next week.We apologize for any inconvenience, but parts are
running slow shipping wise due to the holidays. Thanks
To Ms***,I ame not discussing this matter any further.If you, (Ms***) want to pursue the matter in any manner that you feel appropriate to protect her and her family's interest, so be it.As a courtesy, I had continued a dialogue to perhaps bring closure for this customer, but for the second time (as of today) I have closed your file and will no longer discuss the matter in any way, shape or form.Thank you Ted D***
*** *** has two choices let us repair what he owns or let us replace with a new spa.This offer to replace will be on the table till June 1st at which time that offer will be rescinded and the repair per the manufacturers warranty will be in place till that expires.Thank you for your help.RegardsTed D***cc: *** *** ***
Consumer responded to Revdex.com via email:Hi Jennifer,Just wanted to let you know that we received the check in the mail today. Thank you for your help in resolving this matter.Best,Joe H[redacted]
Please note the following was forwarded to this customer this morning 10/27/2017. Good Morning,Regarding your email, please note that I have turned this over to the factory for review due to the filing of the Revdex.com complaint as we do with every complaint.Please contact the factory's...
customer service people at 800 860 7727 and please have your serial number available as that is the first thing they will want which provides whom you are speaking to with all details of your purchase and dates. I have forwarded our files here to them as well.They will address your problem and focus on the repairs as they fall within your warranty, staffing available locally to repair and a reasonable time frame.Please note that the matter at this point will be handled through the factory's customer service and not our company. I am sure they will contact us next week regarding the issues but from this point forward, any and all communication will be documented through the factory's customer service.I am also forwarding a company of this email to the local Revdex.com office in Cleveland responding to your filed complaint.Thank you.Ted D[redacted]
Please see the attached documents.The [redacted] hot tub was delivered in full on June 26th 2017 in the afternoon.We have closed the file on this delivery and regret any inconvenience that may have been caused by the late delivery.Thank you. Ted D[redacted]President
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 have attached a front and back copy of the contract we signed which clearly states it is for a NEW hot tub not a floor model and where you can also see there is no mention of 9.9% interest rate. I have also sent a copy of the letter Mr. D[redacted] had sent overnight Fed Ex back in November which he has made no attempt to follow through with. Six months later is it any wonder we just want the hot removed? We did NOT get what we ordered, what they sent us was dirty, damaged and does not filter or operate correctly. I know mistakes happen but here we are 6 months later and they have not made this right. They are not a company that I want to deal with or would recommend to anyone.
Regards,
[redacted]
August 9th, 2016
Revdex.com of Cleveland
2800 Euclid Ave.
Cleveland, OH 44115 - 2408
Attention: [redacted]
Re: [redacted]Dear Ms. [redacted],
Please be advised that per our conversation regarding Mr. [redacted]’s filed complaint I have outlined my position below.
The reason for...
my action is as follows:
We were engaged to open the [redacted]’s pool in early May of 2016, taking over from a previous pool company.
The condition of the pool when we arrived was deplorable, the water level was down about 3 feet, the pool cover had fallen in due to the low water level and there was a “ton of leaves, debris and wildlife” in the pool itself.
We provided the [redacted]’s with exactly what we had outlined and opened the pool removing the cover and the debris on the cover but told both Mr. and Mrs. [redacted] that we would NOT vacuum the leaves from the pool … which we never do but we would run our sump trash pump and remove a lot of the debris, which we did. We did not empty the pool, which was my suggestion, as they were concerned about the pool floating AND the cost of water. If we had not trash pumped a large amount of the debris, they would NOT been able to clean up the pool at all … there was that much material in the pool.
The pool was work agreed to was completed and we sent a bill .. and another bill and a third and fourth bill with no response and no comments that they were not going to pay or were dissatisfied.
Several weeks ago I left a message on Mrs. [redacted]’s voice mail telling her that the matter was going to Small Claims Court by if I was not paid by that Friday, at which time Mr. [redacted] called and spoke to me personally as I answered the phone.
The irony was that Mr. [redacted] said this and that about the pool opening and what my son had NOT done … while the reality was that it was I who supervised the opening and it was I who spoke in length with his wife about what, when how etc.
Mr. [redacted] then filed with your agency, which in effect does nothing to resolve a matter, but in fact exasperates the matter from my perspective.
While I appreciate Mr. [redacted]’s offer of $ 77.00 to “settle” the matter, I have decided that his explanation is not acceptable and more importantly not true …
In the interest of avoiding a court appearance and wasting a late afternoon, I will settle the matter for half or $ 175.00. If in fact that does not take place, I will file suit in Small Claims Court and let a magistrate decide what will happen by August 30th 2016.
Thank you for writing.
Regards,
Ted D[redacted]President
TAD/dmm
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.
Regards,
[redacted]
Consumer stated to Revdex.com that the warranty period was to be 5 years from June 2013. Consumer contacted the warranty company and was told the warranty period started in January of 2013 and the warranty is now expired. Consumer did not even own the tub when the warranty started. Consumer had to pay for the repairs that should have been under the five year warranty. Consumer would like to be reimbursed for the repairs that should have been considered under warranty.
The photos that the [redacted]'s forwarded show a slight offset to two patio blocks and two uprights.To say they are making a mountain out of a mole hill is an understatement.The adjustment to those patio blocks might take five minutes and the upright is even less time. The [redacted]'s should know that they may have to make those adjustments every year .... as due to the freeze/thaw cycle we have in Cleveland, those items can shift and could, if the customer is so inclined, be adjusted, as we did for the [redacted]'s on one occasion.To note that the pool is at risk of collapsing is not reality.Mr. and Mrs. [redacted] can pursue any avenue they feels so compelled to explore and (as noted previously) as much as I regret their displeasure, there is nothing wrong the installation that cannot be adjusted in a few minutes and for a very low cost, their request $ 1,500.00 in refunds, certainly their prerogative, is not going to happen.Ted D[redacted] cc: file
The warranty for Mr. [redacted]s hot tub was provided by the factory, [redacted], and was included with his purchase in writing. He can review the details of the warranty provided on the factory's web site at [redacted] under Resources. Any changes or additions to that written warranty would have to come from the factory to us in writing as there are never any verbal or other warranties provided by the factory or this company with any spa purchase.We are pleased that Mr. [redacted] has had his hot tub repaired but we will not be providing any service to Mr. [redacted] at any time in the future and certainly not reimbursing Mr. [redacted] for any repairs completed, now or in the future. Thank you. Ted D[redacted]President Ted D[redacted]
Thank you for your response.I have photocopied the file and forwarded to you. [redacted]'s file is very clean. He bought the tub, financed, we delivered and he signed off. Now there are all sorts of problems but they relate to his purchase not the tub or the format for delivery.There is literally nothing wrong and the paperwork is spotless ... all signed off, no issues.Given that reality, what is there to do ... if there is a defect or problem, his tub is under warranty for 5 years, parts and labor, and we will be glad to service under the terms of the factory warranty. If he having problems with water quality, he needs to clean the filters more frequently and there was a upgrade this year for his type of filter that may solve some of the water quality issues .. but they will not clean themselves, so he will need to clean these as well. I would be pleased to forward a set at no charge to [redacted].Please review the paperwork when it is received by your office ... you will see that there are no issues ... regarding the spa, if it is not working, we will repair, if there are water quality issues .. .we will walk the customer through the process to solve.I hope that [redacted] will sense our committment to his enjoyment of the product.Thank you.Ted D[redacted]President cc: [redacted] File
Please do whatever you feel appropriate to protect your interests.Thank you. Ted D[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.]Given that we've received estimates to cover the correction of the pool installation that almost equal half of what we paid initially to Best Buy Pools and Spas for a complete package and install...We do not accept the latest response Mr. D[redacted]. At this point, we are asking for a COMPLETE AND FULL REFUND and IMMEDIATE REMOVAL OF THE POOL THAT WAS INCORRECTLY INSTALLED on our property.This solution would be a no-harm, no-foul solution as we would be recouping our hard-earned monies in full to take our business elsewhere. We are requesting a refund of all of our monies up to and including all pool equipment, materials, and permits.If Mr. D[redacted] refuses to stand by the work of the installation team he hired, nor will honor our request to refund our monies and gather his pool items and part ways peacefully, then we have no other choice than for our attorney to begin the legal process. This will include Mr. D[redacted], Mr. D[redacted] Jr, Carl and his install team, and anyone who ever stepped foot on our property to address the multiple issues we've had with this pool since day one.If we are forced to go the legal route, we will not only be seeking the refund of the pool monies, but additional monies to cover our legal fees as well as the time and emotional stress this whole situation has put on our family over the past year.I eagerly await your reply, Mr. D[redacted].Do the right thing.~[redacted] & [redacted]
Regards,
[redacted]