Cappa Corp.

From: Dena C[redacted] Sent: Thursday, March 22, 2018 10:41 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

Yesterday the company did deliver the hot tub but since I was never notified of a time frame to as when they'd be showing up yesterday I couldn't get my electrician to be on site to wire up the hot tub.  I had emailed Deans last week asking if they would be able to give me info on what needs to...

be done electrical wise but never received a response from them.  If they would have responded to my email I would have not had my electrician wire up a temporary wire to connect to the hot tub. I was under the assumption that Deans would be able to connect the wire to the hot tub so I could at least rub the tub until my electrician could come back out to make it a permanent solution.  But now I wasted more money on my electrician to have him come out for no reason to setup a temp wire. Also, when they arrived yesterday and unloaded the hot tub they forgot to order me the lifter for the hot tub cover which I paid extra for.  They did order the Orr yesterday but could take a couple weeks to receive.   When I spoke to the service tech from Deans on site he said it normally takes 2-3 weeks to receive a hot tub from [redacted] after ordering which means Dean lied to me when he said it was ordered a month after me purchasing.  If it only takes 2-3 weeks to receive I should have had the hot tub installed by Nov 27th as I was told by Dean in the first place. I was also told by Dean that the hot tub could be shimmed on my patio since it's not entirely level. However the tech "Richard" tells me that you cannot shim a hot tub.  If I would have known this I may have waited to by the hot tub but Dean just wanted the sale...  Luckily my patio is only 1/4" unlevel so it should affect the water level too bad.   I no longer would like a full refund as I did receive the hot tub but I do expect something from them.  Either a partial refund or hot tub chemicals that will last me a couple years. Something to make up for the lack of customer care. I no longer want  Sent from my iPhone
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Paper composite wheels can easily get little pebbles embedded
in them as the machine they used was used outside on gravel and brought inside
my houseThe proper procedure would have been to protect the floors with Masonite,
before rolling industrial equipment over new floorsThe old stove was removed
prior to the hardwood floors going in, as they cannot install the hardwood
floors with the old stove on top of the floorsThese were newly installed hardwood floorsWe
were aware the old stove was heavy and left dents in the driveway (which we did
not have any concern over)As stated above the floors are brand new and the
stove was removed prior to the new floors being installed, as it is hard to
install hardwood with a stove on top.
Some scratches may have been caused by Matt Cwhen he laid the
new stove on its side with only a tarp over my hardwood floorsSurely a stove
of this weight would require more than a tarp for adequate protection. Also, all of the damage to the floors are in
the areas that Matt Cand his crew worked and there were no damages prior to
the installation. The damages were
reported in a timely manner the same day and there is no report of any per-existing damage to the floors.
Regarding the original hearth pad, we were never informed that
it could not be ordered anymore and they just decided to give us what they had
in stock instead. They told us the manufacturer
replaced it with the one they installed, but as mentioned in our original complaint,
the correct hearth pad is available from the manufacturer as I contacted them myself
and they confirmed it could be ordered. Moreover,
when we spoke with [redacted], she said it could be ordered as a special order part,
however, if it arrived broken they would deliver it to us broken. This is an unacceptable way of doing business
and we do not appreciate being blatantly lied to
Regarding the touch up paint, we would still like to know
why the stove was touchto begin with when it was supposed to be brand new. If it did need touch-up, why were we not
informed of this in advance?
We tried many times to resolve the complaint, but they
always had the same answer, that no one could help
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Thank you anyway...we will find another business to clean the stove. Starting the stove up was not the problem, I at least wanted maybe a piece of paper lit to make sure the smoke was going out the chimney. Like I said when my husband went on the roof 3 weeks later (the stove had not been used) and put the brush in a bunch of crystal-like soot came flying down the chimney. So apparently Lou was not as thorough as you hoped. Thanks for your response and offer. 
Sincerely,
[redacted]

Complaint Information: Mr. [redacted] came into the store on Thursday, November 5, 2015 and spoke with the owner Dean. Mr. [redacted] had taken down his entire external chimney and there was a hole in the wall from the previous flue. There was no negligence on Dean's Stove part. There was only some...

confusion between the work that was to be done. As of Monday, November 9, 2015 the stove has been installed. If Mr. [redacted] needs any further assistance he can contact Dena C[redacted] at ###-###-####

Complaint Information: It was unfortunate that Mr. [redacted] had a bad experience with ordering of his tub due to the holiday season. We do apologize for any mis-communication. Mr. [redacted] had his spa delivered on 1/16/16. We want him to know that we will be available to help him now and in the future with any of his spa needs and we do apologize for any inconvenience. If Mr [redacted] needs to contact us for any reason he can contact me directly at###-###-####.

Complaint Information: On 10/29/15 tech Lou L. went to customers home, found pilot was dirty, which was causing popping , tested the pressure which was 11wc in. Also found that unit was starving for air on high, checked and found flue and intake connected to stove. Problem is in chimney or cap....

Client was advised to have a chimney sweep inspect and reconnect pipes if needed. Lou is certified in gas installation and has extensive training from [redacted] and several other manufacturers and has worked with Dean's for 15 years. On 11/3/15 client called to request an install crew come out and check his pipe and cap. On 11/5/15 customer was contacted and advised since, we did not install the liner and cap , we could not come dispatch an install team immediately. During busy season , customers who purchased from us take precedence. Customer stated that he would be rescinding his check. At this time there would be no refund for service performed. Customer did sign off on work performed

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]

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 2015.  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: ONCE AGAIN , WE APOLOGIZE FOR THE MIS-COMMUNICATION INVOLVED WITH THE ORDERING OF THE HOT TUB AND THE COVER LIFTER. DURING THE HOLIDAY SEASON DELIVERY TIMES ARE OFTEN MIS QUOTED DUE TO SHUT DOWNS. AS FAR AS THE WARRANTY , WE WILL SEND YOU A COPY OF THE WARRANTY IN THE MAIL. AS FAR AS THE REVIEWS , WE ARE WORKING ON HIRING, TRAINING AND CUSTOMER SERVICE. WE HOPE THAT YOU ARE ENJOYING YOUR HOT TUB.

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.
I will call deans and order the blower. 
Sincerely,
[redacted].

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 again. After our first complaint, the company had sent someone out to start up the servicing but never finished. The first time we filed a complaint, the company was ignoring our calls and claiming that the person that had begun our servicing had left. Once 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 conditions. But afterward, the tub started leaking again and now there's a crack jet, rendering the tub unusable to us. Now 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 did. Translate  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]

Complaint: [redacted]
I am rejecting this response because: As you can see from the response the respondent did not discuss what I was told by not just one person but three, namely that it would not be a problem for me to bring my stove in for repair, that they were prepared to offer me the stove as a trade-in on a new stove, and just to call in advance. The so called policy of repair that the respondent talks about was never mentioned by any of the three people that waited on me. Nor was it ever presented to me in writing. It only appeared on the telephone when the respondent needed an excuse for not repairing the stove they sold me. If this was a legitimate business they would have had a written repair policy and would have read that to me when I came into the store instead of leading me to believe that they would repair my stove when they had no intention of doing so. The respondent offers no explanation for the behavior of the salespersons. The fact that I spent 4 hours loading a 450 pound stove onto my truck only then to be told by the respondent that they would not honor their commitment speaks the truth about this stores practices. They don't want to repair what they sell. Why would anyone load a heavy stove onto their truck with all the effort involved to take it to a store that didn't want to repair it? I only did so because I was told they would repair the stove. This company lies to its customers.
Sincerely,
[redacted]

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 2 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 3 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: [redacted]
I am rejecting this response because: They still have not address the issue of me being able to receive new doors from the manufacturer.  Some one came out months ago to try to fix the doors. It was determined that it could not be fixed.  I was told that they had contacted the manufacturer and they were waiting for new doors to be made. Apparently this was not true since I have not yet to receive new doors and apparently they are just planning to send somebody out to try to fix the current door. 
Sincerely,
[redacted]

Complaint Information: The customer has the part and has an appointment, due to a heavy work loads , time slots can not be given out until a few days before. When they do go out , I will make sure that there is a convection blower on the truck , in case he needs it. If he has any other concerns , he can continue to email , if he feels more comfortable doing that.

Hello, [redacted] did indeed purchase his [redacted] doors from Dean's Stove & Spa. We have contacted [redacted] and are currently scheduled to go out to his home on March 22nd, 2018 to repair his doors. We are sending our installation manager, Matt G. who has been in the business for...

over 35 years. If Matt is not able to realign the doors correctly during his visit, we will contact [redacted] for assistance in this matter. We will update Revdex.com after the service date on March 22nd, 2018. Sincerely,Dena C[redacted]

[redacted] [redacted]
*   Complain[redacted] – I researched this complaint, we did reach out to this customer and swap out the face. ...

We have satisfactory serviced the customers unit on 2/19/16 and most recently on 4/28/17.