Bullfrog International, LC

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

We have reviewed the facts of this caseOur delivery team had contacted the customer at 12:PM the day before the delivery requesting confirmation that the customer was ready for the deliveryOur driver didn't hear back but continued to plan on a Saturday deliveryHe attempted to pick up the spa from the factory on Friday afternoon, the day before the scheduled delivery, but was made aware that the spa was not yet paid in full so he left it off his truck for Saturday deliveriesSometime around PM on Friday the customer contacted a salesperson at our store and made final paymentThe salesperson was not aware that the delivery driver had already picked up his spas for Saturday deliveriesOn Saturday the customer contacted us via text, which goes to a regional manager on weekends, who was unaware of the situationOur manager asked some questions of the customer requesting more information so he could help resolve the situation and the customer seemed to become frustrated with the questionsWe take responsibility for the miscommunication on delivery timing and have since contacted the customer, apologized, and set a new delivery time

After reviewing the facts of this complaint it is our belief that there was a simple misunderstanding and dissatisfaction with how our replacement parts are distributedIn all instances parts like filters that require regular replacement are sold through our dealers' retail locationsThey are
readily available in this customer's marketAfter speaking with the customer service representative in this situation it seems that this arrangement wasn't satisfactory to the customer as they wanted to purchase direct from the manufacturerIn addition, the customer's claim that we would not give our the part number must be a misunderstandingThe part number is actually imprinted right on the filters in large numbersWe are happy to provide that part number at any time now or in the future and will additionally include it hereFor the spa indicated in the complaint (R6L) the part number for replacement filters is 10-00282.We are happy to help with whatever additional information we can provide

We have contacted this customer and resolved their concernsIt's our understanding that they are satisfied with the resolution

We have reviewed the facts of this case. Our delivery team had contacted the customer at 12:31 PM the day before the delivery requesting confirmation that the customer was ready for the delivery. Our driver didn't hear back but continued to plan on a Saturday delivery. He attempted to pick up the...

spa from the factory on Friday afternoon, the day before the scheduled delivery, but was made aware that the spa was not yet paid in full so he left it off his truck for Saturday deliveries. Sometime around 4 PM on Friday the customer contacted a salesperson at our store and made final payment. The salesperson was not aware that the delivery driver had already picked up his spas for Saturday deliveries. On Saturday the customer contacted us via text, which goes to a regional manager on weekends, who was unaware of the situation. Our manager asked some questions of the customer requesting more information so he could help resolve the situation and the customer seemed to become frustrated with the questions. We take responsibility for the miscommunication on delivery timing and have since contacted the customer, apologized, and set a new delivery time.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  They finally gave me the model number.  I have a recording of the customer service rep stating "we do not give those out,"  so there was no misunderstanding as the model number of the filter is not on their website, is not in the manual and is hidden to try and force people to purchase directly from them.
Sincerely,
[redacted]