Bestop, Inc.

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have had the pool strips replacedIt was a minor fix, by a company that understands what customer service meansIt is apparent that your staff did not know what they were talking about because my pool did not have to be drained ,replace the face-plate, additional liner work or restore my chemicalsThe main difference is that you have created a culture of a "sorry for your luck" attitude and that is what I find totally despicableThe real problem is that you expect others to always do the right thing but somehow you feel exempted from conducting this same business practiceFortunately for me your services will never be needed again.
Because your company did not resolve this issue, my complaint will not be removed
Regards,
*** ***

It has been our practice to reuse the faceplates from the pool stairs in over years of business. We are sorry for your dissatisfaction after years of service and no problems. Perhaps had this been brought to our attention at the time of purchase, we would have replaced them, had they been available. Replacing them at this point could very likely cause a leak. We did not charge for replacement of these strips, didn't replace them, and will certainly not replace something needlessly. Again, we only replace them with a new liner when we deem it necessary

Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Initial Business Response /* (1000, 9, 2015/08/11) */
Thank You for the opportunity, to respond to this
The representative that replied this way, has been educated on how their response should have been at the time of this customer's initial writingThe response incorrect, and I do
apologize for the misinformation
The picture is not airbrushed, and the sticker is on the rear windowI can see based on the picture that this customer forwarded at the time of their initial writing, why they would not see itI see it, but I also know that it is thereWe don't advertise any of our tops as available without stickers, and since we are the manufacturer we do brand the products that we make
Every top that we use to do photo shoots with, is a top off the production line, and is a top that could have easily gone out the door to a customer, as ended up on a vehicle to have pictures taken, all have the same sticker on them
Putting the sticker on the window is a part of the manufacturing process, and since it does go on every top that we make it is ingrained into the manufacturing floor, that this is part of the process
In having conversations with our Quality Department, and our Engineering department, we can't imagine how the sticker would have damaged the windowWe have started testing the stickers to all of our windows (clear and tinted), to see how that could happen
That being said, this customer is asking for a specially made rear windowWe don't do special orders, but think that we might have a solution for this situationIf the customer would call our Toll Free Number and ask to speak to me, *** ***, I will be happy to discuss options for his circumstances
Initial Consumer Rebuttal /* (3000, 16, 2015/09/01) */
I was contacted by Bestop stating they would send new window to replace the damaged one I haveI called and left my address 08/18/but as of 08/27/I have not received the replacement
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (2000, 18, 2015/09/08) */
I received on August the replacement window bestop promisedI appreciate Revdex.com help in getting this situation resolved

Mrs ***,After or years, your complaint is very late. You may do whatever you wish, but we will not be held responsible for the bill.Regards, BOB DAVIS

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
To me this is an example of poor business practices and is totally unacceptable This company did not pay attention to the details of the quality of their services and was apparently only concerned with making the sale I have attempted many times to correct this on my own and as a business owner myself expect the owner to have integrity and do the right thing In order to get this matter resolved, I am willing to wait until I close my pool for the winter considering I have to drain the water at that timeAs a compromise I am willing to lower the water low enough to have the face-plates and face-covering installed at their expense, with a guarantee that this replacement will not leakThis is a huge allowance I would like to be contacted immediately and placed on their schedule to fully resolve this matter
Regards,
*** ***

Mr *** stated "After
speaking with the owner and explaining that my hot tub was not fixed,
he did not offer any resolution It seemed as though he didn't want to
deal with the problem at hand."I replied in my prior response that my senior technician's son was in the hospital and we were struggling with a difficult workload due in part to that. Mr *** told me that his tub was losing only a small amount of water long period of time, no big emergency. I asked him to be patient and we would get to it in no more than a week. He was obviously displeased with my reply and here we are.Mr *** permitted no resolution

Response to *** complaint.Initial rate of 595: We don't charge for minutes or even hours for one technician.Our technicians were there for close to an hour which would have been a $charge for one technician (based on our rates). The technician charge would have been
appropriate because in most instances we send in order to repair the leak on a first call if sets of hands are called for. Its not possible to know from our office whether or technicians are needed, thus the initial charge for techs, but at Mr ***'s request, the charge was reduced to less than a charge for one tech for an hour to $120.00Deliberate time wasting practice: We would rarely unload equipment and materials from our truck not knowing what we are facing, especially when we can do a quick evaluation. Initially, the hot tub control panel was not functioning and our lead technician could see no water leaking from anywhere. It was necessary to get a topside control panel to turn the operating system on so we could pump water through the system. At that point a leak was found in the waterfall valve. The technician then went to the truck again, to get a gasket to repair the leak.After that, and approximately an hour into it, our technicians left. Mr *** was told that the leak was in all probability attributable to the waterfall valve.Dye test for leak: Since there was no visible leaking as Mr *** had removed the side panels, there was no need to add dye to the water. Dye testing is not that effective in miniscule leaks.Mr *** called me to tell me he thought he was losing 1/8" of water in hours. He was upset and pretty much demanding that we respond immediately. I explained that was impossible since my lead technician's son was hospitalized, and in light of such a small loss of water, which could be due to evaporation, we would address it within a week if he really felt certain it was still leaking. Also, in many cases of leak repairs, one repairs the leak that is found. There may be more, but if they aren't quickly found, much costly time can be wasted searching for a leak which may or may not exist.Mr *** and his wife came into my store on Timberlake Road and he and his wife actually told my staff that "we aren't feeling any love". That seems a bit excessive. When I called Mr *** to discuss his suggestion that the spa still leaks and he insisted on a resolution, I did tell him that if he could not behave better, I would not welcome him in our stores. He became very vocal with me and I will not listen to such banter, and I hung up. Our company has thousands of customers. We service at least to accounts per week. The technician in question, *** has an outstanding record with our clients and many request him. Our complaints are minimal, practically non existent and we do fulfill our obligations

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I did contact your company, that you have staff that feels they cannot carry a complaint to you due to your attitude should not fall on the customer.  It is unfortunate that you consider this, even at best, adequate service is ridiculous.  On the face-caps, one strip, the break was at the top only about 3 inches, the other side strip was only cracked at the very top approximately 1/2 inch and the bottom one was fine. Your installers took the two broken pieces and left the bottom strip. I should have been notified if your "policy" is to just throw them away. Per your statement you do not replace these pieces unless you "deemed" it necessary. So why didn't your installers at least leave them for me if they were not replacing with new. You are well aware of my phone numbers and could have easily contacted me to get involved at the correct time. Again, this is gross negligence and you can "blame me' but what is comes down too is you let your installers go on their own and you do not follow-up on the quality (or lack there of) of work.  My offer at this time still stands, when I close my pool for the winter I will be more than glad to lower the water enough to have your company come out and replace the face-plate and caps to correct this issue, with a guarantee of no leak for the first year. Otherwise, I will have another pool company do this and send you the bill.  
Regards,
[redacted]

The service in question was performed in 2012 as stated.We have no record of any complaint prior to now.The faceplates in the swimming pool were all replaced new, except those around the steps (2 vertical, 1 horizontal), because they were sound.  Yes the screws are exposed because the plastic...

strips that snap in to hide the screws holding the stair faceplates in deteriorate with time and since this pool is approximately 30 years old, its not possible to find them.  As a practice, we and most pool service companies, rarely if ever replace the sealing plates in thermoplastic or fiberglass stairs upon liner replacement.  The trim/beauty strips do deteriorate with time and after the liner is replaced the screws would be visible, but in no way harmful or hazardous to anyone since they're somewhat recessed.In 30 years, we have never had a single complaint from a customer about our practice having done this type of work in this manner.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The actual time that the technicians spent on the service call was 45 minutes which is documented on the receipt.  Is there anyone who wouldn't agree that these rates are extremely steep?  Furthermore, am I wrong forexpecting results and a more accurate analysis on any service call?  Since I purchased my hot tub from this company and they advertise that they are the specialists in serving hot tubs, naturally, I expected them to be competent ¡n the repair of my hot tub.The technicians replaced an O ring and they assured me that if there was a leak, it would be small and only occur when the pump was running.  However, I wanted and asked them to check to make sure the leak was fixed and they seemed to be in a hurry and didn't want to check anything else for leaks. I turned off the pump since we weren't using the hot tub and the next day, I discovered water leaking underneath the hot tub. It wasn 't condensation but truly a leak that should have been fixed. I timely notified them the next day that the problem was still occurring , After speaking with the owner and explaining that my hot tub was not fixed, he did not offer any resolution . It seemed as though he didn't want to deal with the problem at hand.After I contacted the Revdex.com with my complaint, I did receive a letter from the Aqua Pros owner.  In his letter, he continued to deny any responsibility to fix my hot tub. He was upset that I would even voice a complaint even though it was clear that I deserved a resolution to this problem. This owner stated that he fulfills his obligations and that he has an outstanding record for customer service. But, I ask you, would you call his refusal to fix my hot tub, good business practice?I cannot, in good faith, recommend Aqua Pros to anyone since I have had such a unsatisfying experience with the company owner of a chain of stores as well as the technicians. For all my time, trouble, and stress, I am unhappily out of the service fee that I paid and rny hot tub is still leaking. The only thing I asked of the owner of Aqua Pros is that they fix my hot tub in a timely manner or refund my money. As of this t¡me, the owner still refuses to act on my request and he doesn't went to be bothered anymore.  Frankly, he just wants me to go away even though he has been unethical and dishonest and fails to acknowledge his responsibility.Still waiting l!!Regards,
[redacted]

Mr [redacted] is referring to the 'Win Big if Casey Currie wins the Baja 1000' offer that we had last year.  This entry required steps to be followed to be eligible for the $50 dollar rebate.  Potential rebate winners had to watch a video and fill in a short form at the end of the video, buy an...

eligible product, and submit the rebate form according to the instructions on the form.  Watching none or only part of the video didn't count because the proof of watching the whole thing came up at the end of the video.  Entrants were encouraged to watch the video several time, and many entrants submitted watching the video 2 and 3 times.  Mr. [redacted], did submit the rest of the requirements, but he didn't watch the full video.  We had over 2000 submissions for this promotion, that followed the criteria for this promotion.

Complaint: [redacted]
I am rejecting this response because:  People need to know how the rebate is misleading. ....I doubt that there was that many rebates payed...I bought a $1000 top!..this is very cheesy and misleading. ....I will end business with bestop and inform other friends of this misleading business !
Sincerely,
[redacted]