Cappa Corp.

Complaint: [redacted] I am rejecting this response because: We had an issue previously with this company and getting our hot tub serviced so that it would be in usable conditions againAfter our first complaint, the company had sent someone out to start up the servicing but never finishedThe first time we filed a complaint, the company was ignoring our calls and claiming that the person that had begun our servicing had leftOnce they found out about our complaint, the company had sent someone else who had started to repair the crack in our tub, so we were satisfied and the tub was in usable conditionsBut afterward, the tub started leaking again and now there's a crack jet, rendering the tub unusable to usNow the company is ignoring our calls to them again, claiming that they'll get back to us on a time for them to come back out, but they never didTranslate Desired Resolution / Outcome Desired Resolution: Finish the Job select Desired Outcome: The outcome we desire is that this company come out and fix our tub like they were supposed to more than a year ago and do it in a neat and timely fashion so that no more problems arise before the warranty expires and we'll have to pay out of pocket to get it fixed properly Sincerely, [redacted]

From: Dena C [redacted] Sent: Thursday, March 22, 10:AM To: [redacted] Subject: Complaint [redacted] [redacted] was scheduled for today 3/22/18, we contacted him and he advised us that he would not be available till next Tuesday or Wed He will be rescheduled to then at his convenience We are still working with him We want him to be happy and enjoy his doors

Complaint: [redacted] I am rejecting this response because: Now your blaming the hot tub delivery on the "Holiday Season" The hot tub was supposed to be delivered a month before the holiday season What are going to do for me since I had to wait extra months for the hut tub, not to mention the hot tub had a blown motor upon arrival so now I am not sure if its under warranty since you had to replace it already and if it is under warranty I would like something in writing that says so Also, what about having to wait an extra week because you "forgot" to order the cover lifter for the hot tub when you had months to do so I can assure you that your company is crumbling, no one wants to do business with you Every friend/relative/stranger I talk to says to avoid your store Check [redacted] and [redacted] reviews, there is nothing but terrible reviews, maybe you guys will get your act together I am done calling you guys, you can call ME, you have my number I have tried calling since the hot tub was installed and I STILL haven't gotten a response Sorry but, "sorry" is not good enough and I will not close this case until you make it right for me as the customer Sincerely, [redacted]

Complaint Information: Mr [redacted] came into the store on Thursday, November 5, and spoke with the owner DeanMr [redacted] had taken down his entire external chimney and there was a hole in the wall from the previous flueThere was no negligence on Dean's Stove partThere was only some confusion between the work that was to be doneAs of Monday, November 9, the stove has been installedIf Mr [redacted] needs any further assistance he can contact Dena C [redacted] at ###-###-####

The convection blower never worked, which has nothing to do with the installation of the stove The tech came to my house completely unprepared and without the part after I had the stove installed Then finally the part came in August I an unable to install the part and should not have to.I now have an appointment scheduled in a few weeks, which I am waiting for a response on a time.At first I called and would never get a call back, then I started using email Here are all the messages I sent to Dean's Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Complaint Information: Mr*** purchased and picked up stove on 12/18/13, we did not install the stoveThe customer did call about his burner and it was determined that he needed a new ceramic disc which was sent out on 8/10/according to shipping recordsWe will gladly work with Mr
*** to get out there to help him when we are in the area or close to itHe needs to call the scheduling department

Complaint Information: Our technician, Matt C spoke with *** *** and advised him that the machinery used to move the stove could not have made the damages in the floor because, it has paper composite wheels made specifically to avoid such mishaps*** ***, had removed the original wood
stove prior to installationThe stove that was removed was heavy enough to leave divits the size of golf ballsin his drivewayWhen the original stove was removed prior to our arrival, is when the scratches in the floor must have happenedWe use the proper equipment such as a stair climber and dolly large enough to handle the weight of the stove, which I’m sure *** *** didn’t use to move the original one which weighed approx(600-lbs)Therefor we are not and will not assume any responsibility for floor damageIf the customer feels that the touchup on the stove is inadequate, as sometimes touch up paint does not always match up, we would be happy to schedule an appointment and send a tech out to handle itThe original hearth pad that the consumer wanted is not available for us to order any longer, so that point is muteThe customer currently has a hearth pad in place and a functioning stove in place and operatingEverything is installed up to codeOnce again we would be happy to set up an appointment at their convenience to address the paint touch up issue

Complaint: ***
I am rejecting this response because: the technician didn't fully clean the chimneywe had smoke coming in the house (he never lit a fire or a piece of paper to see if it was going out of the chimney) when my husband went on the roof and stuck the brush in the chimney, crystals were falling into the stove and not a small amount!!! I called several times and each time someone would tell me to call the service women and they would call me backthat never happenedso how are you supposed to get anywhere when you can't talk to someonewe are never using dean's stove and spa again for purchases OR cleaning our chimneyand I hope other people do the same
Sincerely,
*** ***

Complaint Information: We have sent out Lou, one of our most experienced techs and he did a cleaning and checked operation of stoveTo the best of our knowledge the stove is up and running according to the manufacturers specificationIf they need any further assistance we would be happy to
help, they can contact me at ###-###-####

Complaint Information: On *** *** invoice clearly states on the bottom that there is a 20% re-stocking sur-charge on any returned merchandiseNo cash refunds, authorized store credit onlyThis has always been the store policyNo promise was ever given for a refundMsCote has spoken to
the sales manager and has been explained the store policy and has it printed on her original paperwork

Complaint Information: LOU IS ONE OF OUR MOST EXPERIENCED TECHS, WE HAVE THE UTMOST CONFIDENCE IN HIS WORKWE GENERALLY DO NOT START UP WOOD STOVES, ESPECIALLY SINCE THE WEATHER IS SO UNSEASONABLY WARMIF THE PORTOS WOULD LIKE WE WILL COME BACK OUT AT THE END OF THE SEASON , AS A GOOD WILL GESTURE FOR A COMPLIMENTARY CLEANING

Complaint Information: February 18, Mr*** did purchase a gas fireplace on December 26, The gas fireplace and additional parts were checked off and loaded by our warehouse staffMr*** received and signed for the items.( see attached receipt)Mrs*** did call the
store and was advised to come in and we could figure it outThe procedure is as follows, the customer brings in their receipt and if parts were not loaded or were on order, it would be noted and initialed in computer and on receiptMrs*** arrived with out any receipt on February 10, She did meet with Dean, who had pulled a copy of our signed customer pick up order, clearly noting that everything was signed and received on December 26, 2015, by Mr***He offered to meet her in the middle and offered her a 50% discount for any additional parts needed, she did not like that answerAt no time was Mrs*** publicly humiliated or called a liar or loser, there were other employees in house as well as a customerShe did threaten that she would write scathing reviews and contact Consumer Protection and Revdex.com if we did not “make good” on giving her additional partsHe did make a copy of our receipt with her husband’s signature and gave her a copy prior to leaving

Complaint Information: Mr*** spoke with the warranty supervisor Marilyn on 11/3/and he was advised that a warranty is not transferred to a new owne, this is not our policy or warranty, it is the manufacturers warrantyPlain and simple the manufacturer will not honor it and pay on the
warrantyWhat I will do is apply his payment for the service call towards a new blowerWhen he spoke to Marilyn , he was advised the blower was a special order part and was $plus $shipping, plus any installation costI do not know who Mr*** spoke with other than Marilyn because this is the first I have been made aware of thisHe can contact me-Dena at ###-###-#### or Marilyn if this is satisfactoryI will document his record , so he will not have any further issues

Complaint: ***
I am rejecting this response because:
Could you please provide documentation that the wheels are
specifically designed not to scratch or gouge floors? Form my research and
after talking to the flooring manufacturer this is very possibleThe flooring manufacturer
and installer recommended to protect the floors while moving heavy industrial
equipment over them
I can tell that Dean’s
Stove is not in the market of keeping customers happy and has no issues with accusing
customers of lying. I would expect nothing less for this company at this
point
Sincerely,
*** ***

Complaint Information: The stove was never laid on its side , nor on a tarpIt was laid on its back on the hearth padThe only thing that ever came in contact with the floors was the escalara , which has composite wheels, designed specifically not to scratch or gouge floorsTouch up paint comes with all new stoves , straight from the factory, due to pallet scuffing in small areas during shipping

Complaint Information: In response to question , the wheels are non marking lifting feet and inch wheels with sealed ball bearings protect all step and floor surfacesFurthermore, we are not calling you a liar, we are simply stating that we did not damage your floors bring in your unit

Complaint Information: Mr*** tub has been repaired under warrantyThe issue is that he would like us to change a hose that he feels may be an issue in the futureCurrently there is no problem with the tub it is operatingEverythin that was wrong with the tub was completed prior to this letterIf Mr*** has a issue in the future , he can contact us but, we can not change hoses under warranty that he feels might become an issueWe have to follow the manufacturers warranty policy

From: [email protected] [mailto:[email protected]] *** *** *** *** *** *** **To: [email protected]: [SPAM?] Respond to a Complaint Form **COMPANYNAME**Complaint ID#: 11617680Company Name: Deans Stove & SpaCompany Contact
Name: *** ***
*** *** *** ***
*** *** *** ***
Consumer's Name: *** ***Revdex.com Staff Member (if you know): *** ***Complaint Information: MrF* did contact the store and his call was routed to the service manager DenaHe was advised that our policy is that we do not take any stoves in for in house service this time of year because of limited staff in house to work on themHowever , he was asked who he spoke with so we could research and try to find out what was discussedHe did not know who he spoke withDena researched and found the salesperson Mr*** was called later that day by Dena and was advised that -our policy is that we do not take stoves in for repair this time of the year but, we would honor his conversation he had and allow him to bring the stove to the shop with certain restrictions, The stove could only be brought in Tuesday-Friday -we could not accept it over the weekend and we are closed Monday, the shop must be open for us to receive it and it can not be left at the dockHe also was advised of the starting rate and that any parts, if we we could get them are additionalMr*** did not like my answer and did not want to listen to our policies and proceduresAll of our calls are recorded for training purposesOnce again we will honor Mr*** conversation to bring the stove in, he was never told he couldn'tThere is a fee plus any parts, if we can get them and if the stove can be repairedIf he is interested he must contact Dena in service at ext to make arrangementsWe can only honor this until August 22, After that we can not take the stove in to be repaired until springSent on: 8/12/4:50:PM

Complaint Information: I contacted Mr. [redacted] as soon as the Revdex.com letter came in . I apologized because I was unaware that this issue had gone on for so long. Bob S[redacted] has not worked her since the last week on January. I apologized and we set up another appointment for tech to go out....

Currrently we are working with Mr. [redacted] and will advise on progress within two weeks.

Complaint: [redacted]
I am rejecting this response because:
They have tried months ago to fix the door. They. told me that they were waiting for the company to manufacture new doors. I am expecting new doors. Not somebody coming out to try and do what has already been tried.
Sincerely,
[redacted]