Bob's Intowne Spas

We understand that the customer is unhappy. And we regret the delays and the fact that we didn't have access to perform the job quickly and efficiently
We thought that they wanted us to fix the spa, which we did. It seems unclear what the customer is requesting.
What else would the customer like to see us do to help them?
Thanks
Tara W[redacted]

I understand [redacted]'s frustration and please be assured we have been in contact with him many times concerning the issues he has had with his Master Spa.   There has been multiple phone calls and 3 service calls on the product.
Yesterday evening (the 20th of October)...

Jesse T[redacted] did again speak to [redacted] letting him know that we have been in contact with Master Spas concerning his remote that is again malfunctioning  We are waiting on their response and direction to the problem.The first remote was replace under Masters RGA [redacted].
He has received his requested phone call and
We will be in contact shortly to convey the recommended solution to the problem.
Sincerely
Tara W[redacted]
President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because
 
these people come to our home, they do not call or knock on our door to let us know they are here, after we made that clear
to them...the last Tec that came out on the 22nd, could not finish what needed to be done, and said he would have to come back.
he claimed he did not have our phone number, however we have called them several times within the past few months..
Before I left on july 22, I wrote my house phone number, cell phone number, and my sons cell phone number,
the paper was blown below our steps and left behind, I have received no calls as todays date, july 25, about this return to finish what was
needed. It is very unprofessional to come onto someone's property, and not knock on their do to let the customer know they are there.
 
This was done already several times. I was home each time, and when I would be in the house and look in the back yard I would see a man
on my deck.
These people where suppose, to be experts,  before we had the deck done, my contractor went to Bobs Spas, showed them what we was going to do
he asked them if that would be okay, they told him it would be, had they said any difference, I would never, had it done that way. When they came and
delivered it, no one mentioned to us, thank it was not a good idea, or it would NOT been sunk in..I never owned a hot tub before
and we depended on their experience in this field. Once the hot tub began having problems, it has been nothing but lies from them, and this has dragged
out for 3 months....The way they have treated us as customers has been unprofessional, rude, and with much lack of consideration.
the left parts off  when they were here that made it impossible to use the tub, for weeks at a time.
No other customer should have to go through all of this. when they come to work on one thing, something else is wrong.
thank its weeks till they come back,
This company has done nothing to make anything right for us.
thank you
[redacted] and [redacted]
 
 
Regards,
[redacted]

5/30/2014
Dear madam,My response to Bobs intown spa is that they are a manufactures service providerFor [redacted] spas and for many years they service my tub year service set it up for the season. I was always happy with the service Tec send out.This one time the service Tec looked at the tub told me it must be razed about 18 in. to service the tub, the tub weight is about 500 LB, Bobs installs and remove old tubs and I was not shore way the customer needed to move the tub and have the power discontented. So the service TEC was at my home for about 10 min.And left, returning about 2 weeks later I was told it need to be on cinder boxesUsed for building home on special size? I have it up on 4 auto jack stand with a weight rating of 50,000 Lb. the Tec left again and requested stacked boxes.About two weeks later he showed up and removed the pumps because of the weather and removed appox. 13 of the foam insulation on the tub and left with a mess on the deck the foam everywhere and the side left off the tubAbout 6 weeks later the service manger come out and put the tub togetherIt was not right, so I had [redacted] repair fix it and was told it would be about $2,000 dollars to reinsulated the tub and fix the poor repair right,| purchase a new tub from [redacted]; they removed and install the new tub electric and all for a price of about $7000.00 dollarsHappy with the new tub and there year service

RE:  [redacted]    [redacted]
We were out on 7-22-14 and have solved all of the issues for this customer.  The delay was due to the way the customer permanently...

built the unit into their deck and we could not get easy access to solve the problems as quickly as we normally do.
Thank you
Tara W[redacted]
President

Review: We had bought a brand new spa from Bobs Intowne Spas on May 5th 2013It was installed on June 6, 2013In march of 2014, we noticed that the spa was losing water and leakingOn March 23, I was told a service man would be out between 9-12he did not come out till 4:00He said the tub was leaking and that we would have to pay $250.00 to have it lifted out. we were told to drain the tub...so we didOn May 7th several men came out, and than I was told that they could lift it out, without even trying..so they leftI had to call and talk to Chris the service managerBecause the tub was sunk in the deck, they said my husband would have to drill thru several brace board under the deck, so the service guy could get screws out.we never owned a spa before so we sent our contractor to bobs to explain what they were building and they asked what was needed to get the deck ready for the spa.now we have heard a few time from the service men that they don't recommend. sinking a spa down....Yet no one mentioned that to us when we paid $7,000.00 cash.after my husband spent many house under the deck drilling the holeswe called Bobs and were put on the waiting list, so they could not come back out until May 22may 22 a service man came out and said the tub had to be filled, but they failed to tell us that on the phone,,,so we had to drain it, and the techsaid he would be out a 9:00am the next day, after a work meeting.I waited all day than around 4:00 I called bobs and spoke to Chris, the service manager, who told me he had no idea of that appointment.he said that service man was in [redacted] and would not be out that dayhe tech came out the next day and told me that right after the meeting, he told Chris he promised to come fix our tub, but Chris told him to go to [redacted] first. So I was lied to, again..I had called several times andDesired Settlement: it is july 9 , last time the tech came he took the bracket off that held the lid up, when he left the pieces were on out deck and we could not use the spa...I am tired of being lied to, sitting home waiting for people that never show up, and being treated poorly by managementthe lights aren't working right, they tore panels off and did not replace all the screws. I have been so stressed out ,my son is now taking care of dealing with them. This tub seems like a lemon...

Business

Response:

RE: [redacted]

Review: A previous warranty claim has been made for a malfunctioning remote control. The replacement remote has failed in the same manner the first one has. Bob's InTowne Spas is currently neglecting to return multiple phone calls regarding looking to resolve this issue.Desired Settlement: I expect this business to address my issues.

Business

Response:

I understand [redacted]'s frustration and please be assured we have been in contact with him many times concerning the issues he has had with his Master Spa. There has been multiple phone calls and 3 service calls on the product.Yesterday evening (the 20th of October) Jesse T[redacted] did again speak to [redacted] letting him know that we have been in contact with Master Spas concerning his remote that is again malfunctioning We are waiting on their response and direction to the problem.The first remote was replace under Masters RGA [redacted].He has received his requested phone call and We will be in contact shortly to convey the recommended solution to the problem.SincerelyTara W[redacted]President

Consumer

Response:

I appreciate the overdue response and am satisfied as long as work is being done to resove my issues. [A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: poor workmanship on hot tub and broke in and I need to replace it at a cost of over $7000.00 dollars they want appox. $375.00 for service workDesired Settlement: remove off of credit report

Business

Response:

In regards to [redacted]s account, we feel as though we have made every effort possible to repair his spa to factory standards. We have made at least 6 visits to his home in order to make the proper repairs. Although we were not the original seller of the equipment, we accommodated him each time he called us for our service. After many attempts to resolve his issues, [redacted] refused to make payments to us for the repairs previously done. There was obvious extensive damage to the spa due to freeze damage, not neglect on our part. On December. 12th, 2006 we found a leak at the temperature sensor housing, at which point the spa would need to be placed on blocks. We described to him exactly how we needed the spa lifted, however he did not comply with having it set on cinder blocks, and he used automotive jacks. Unfortunately, our subsequent visit to make the repairs was unable to be done due to how the spa was lifted, and our technician was not able to gain access to make the necessary repairs. At that time our technician had found that the pipes had frozen, and we pulled off the pumps from the spa to avoid any further damage due to freezing temperatures. This would allow the pumps to thaw and eliminate the risk of internal freeze damage. On January. 24th, 2007 the spa was finally set onto blocks properly. We had found the spa to be leaking at the bottom suctions of the unit, and we had to order those parts for replacement. On January, 29th, 2007 we came back to his residence and replaced both bottom suctions. In April of 2007 [redacted] called us to request further service due to his spa tripping his breaker. At this time we found that the blower motor to the spa would need to be replaced in order to fix his issue. [redacted] declined the repairs, and began stating that the damage to the spa was due to our neglect. However, this is not the case.

As with many other repair jobs done in the Winter months, the risk of freeze damage is high when the spa is leaking. As is the case with [redacted]. We made every effort possible to eliminate freeze damage, however with the extensive leaks on his spa in the Winter months where temperatures were below freezing, freeze damage did occur. We feel we are not responsible for the damage due to it freezing, and request that [redacted] pay his invoice for the services we provided. If needed, we have all the service records for our visits, and we would be happy to share them with you should you request them. Please feel free to contact our service department @ ###-###-#### ext#** with any questions.

Sincerely,

Bob’s Intowne Spas

Consumer

Response:

5/30/2014Dear madam,My response to Bobs intown spa is that they are a manufactures service providerFor [redacted] spas and for many years they service my tub year service set it up for the season. I was always happy with the service Tec send out.This one time the service Tec looked at the tub told me it must be razed about 18 in. to service the tub, the tub weight is about 500 LB, Bobs installs and remove old tubs and I was not shore way the customer needed to move the tub and have the power discontented. So the service TEC was at my home for about 10 min.And left, returning about 2 weeks later I was told it need to be on cinder boxesUsed for building home on special size? I have it up on 4 auto jack stand with a weight rating of 50,000 Lb. the Tec left again and requested stacked boxes.About two weeks later he showed up and removed the pumps because of the weather and removed appox. 13 of the foam insulation on the tub and left with a mess on the deck the foam everywhere and the side left off the tubAbout 6 weeks later the service manger come out and put the tub togetherIt was not right, so I had [redacted] repair fix it and was told it would be about $2,000 dollars to reinsulated the tub and fix the poor repair right,| purchase a new tub from [redacted]; they removed and install the new tub electric and all for a price of about $7000.00 dollarsHappy with the new tub and there year service

Business

Response:

We did work in 2007. [redacted] did not pay. He did not respond to our late letters and when it was sent to collections at the credit Bureau of [redacted], he did not respond to them as a person who has any kind of case would to protect his credit.

This is obviously a case where someone who doesn't pay his bills, realizes years later that they have negatively effected their own credit by their delinquency.

The proper recourse was followed and soon, this should be automatically wiped off of [redacted]s credit report as his 7 years is soon over. Hopefully he will not make this mistake in the future.

Sincerely

President

Review: On August 13, 2013, I placed a down payment on a [redacted] Swim Spa. The spa was installed on October 1, 2013. In December 2013, I noticed that their was a small tear in the spa cover. It was near a seam and was just starting to lift up. I beleive that I did not notice this tear before because it was warm outside and the heat kept the tear flush with the cover. The cold weather caused the tear to lift up and become noticeable. I took pictures of the tear and sent them to Jesse T[redacted] at Bob's Intowne Spa on December 19th. I also followed up with a phone call to his cell phone. He called me back a day or so later. I explained to Jesse that when my spa was delivered the cover was standing upright in the spa and was not in a box or covered. I told him that I think that the cover got damaged by something flying up from the road and that I didn't notice since it was pushed down into the cover and was made flush. The fact that it was near a seam also helped to hide the tear. In fact, I did push the tear back down into the cover and took a picture, which showed that it was very difficult to see unless you were looking for it. Jesse agreed that he would replace the cover, but that I needed to wait until it got warmer outside. I agreed also that it was too cold at the time to have them come out and replace the cover in the winter cold. On March 21, 2014, I send an email to Jesse concerning the replacement of the cover and also included pictures of the entire spa cover coming apart at the seams, holes in the flaps and informed him that the entire cover would need to be replaced, not just the one side where it was torn. I also followed up my email with a phone call. Jesse never responded to my emails or my phone calls over the nest several months. During these months I had had several service calls on my spa, which has had numerous issue since installed. The service techs never knew anything about the cover issue and said they would note on their report. At one point, when I schedule an appointment with Chris H[redacted] the service manager, I mentioned to him about replacing my spa cover. He said he knew nothing about it and would check with Jesse. He said either he or Jesse would get back to me on that issue. That never happened. On August 5, 2014, I sent one final email to Jesse T[redacted] and cc Tara W[redacted], the owner, and Chris H[redacted] requesting a response by August 8th. I never heard from any of those people. On August 11, 2014, I forwarded my last email that I sent to Jesse T[redacted], Tara W[redacted] and Chris H[redacted] to [redacted] and [redacted] at [redacted]. I also cc Chris H[redacted] on this email. I contacted these two individuals because they assisted me with another issue I had with Bob's where they ignored me concerning defective filters with my new spa. That was back in October 2013. I provided Kirk and Kevin several picture to support my complaint about the defectiive cover. They referred my email to Paul DeJarnett. After numerous emails and additional pictures to Paul he agreed to send out a replacement skin, but that I had to pay the shipping charges. I disagrees. Told him that Bob's should pay the shippping charges and also install the new skin. The final response back from Bob's is that they would not pay for the shipping. I still disagree, since Jesse T[redacted] back in December 2013 when the agreed to replace the cover never mentioned that their would be a shipping charge.Desired Settlement: I want Bob's Intowne Spas to pay the shipping charges on the replacement skin and I want them to replace the skin as soon as possible so that I don't go through another winter with a tear in my spa cover.

Business

Response:

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