Choosefireplacesandstoves.com

Upon first interaction with value point distribution, they were friendly and eager to take my order and my money!
In the weeks that were to follow,Value Point Distribution were very evasive and did not find it their business to follow up on my order. It was necessary for me to phone them that I may discover where my spa was as it had not been delivered in the time discussed from the onset of my order with them. Which incidentally it would be 10 – 12 weeks for the construction of the spa I ordered.
When I inquired as to the where-a-bouts of my spa, "Steve" was apologetic and more than pleased to set me up with a "package compensation deal" - and of course it would become several more weeks, actually - months, before the spa would be completed, to which I reluctantly, agreed.
My spa was ordered on September 20, 2013 and has not been delivered as of the second delivery date of February 20, 2014. In all, to date the total time elapsed has run over five months.
Periodically throughout this time, I have phoned as well as e-mailed to discover how terribly, rude and condescending their customer service was and is now that they have my dough in their coffers, while I continue to have nothing save empty promises and a thin pocketbook.
After several emails and recorded phone calls, I was informed, "Steve" no longer worked for the company and I would need to speak with "Crystal" (Proprietor). Although, she would not be available and I would be necessary for me to dial another number, as they were unable to transfer me to her number directly.
When I phoned "Crystal", there was no answer. I suspected as much. Rather than phone me back as promised, she sent an additional email assuring me my spa would be delivered on time, and that they were just awaiting the arrival of the containers.


Sincerely, Another concerned customer


P.S.
Since writing this review, value point distribution has contacted me with yet another deadline date for the shipment of said spa as well as "More Freebies" – Now they are stating that the spa will be shipped out on April 30, 2014.
That is SEVEN Months and Ten days with the spa only half completed - I sent an email of decline which for some strange reason, was unable to forward to "Crystal"
I feel it would not be in the best interest to the consumer to order from this company or the other ALIAS companies that are under this management!

Complaint: [redacted]
I am rejecting this response because:  This company did nothing to resolve any issues I had...

with them.  Due to non-communication on their part, it was necessary to file a dispute with the credit card company I used to ensure I would not lose out on funds already charged to my card.  Rather than respond to the dispute, they chose to do nothing.  After contacting them, I was informed they chose to just let my refund proceed thru my credit card company.  Nothing they did was satifactory in any way.  Based on my complaint, and many others I have seen, this company chooses to charge up front for product and  then string consumers along for months and months before they finally supply what is promised.  They put a standard 3-4 weeks lead time on their invoices without producing in the promised amount of time.  It became obvious to me that they had no intent to hold up their end of the agreement.
I have since placed an order with another similar company in Michigan that shipped the product within a few days.
In my opinion, there is no way that this company should be allowed to supply a link to the Revdex.com that indicates in any way that they have a satisfactory rating.
Sincerely,
[redacted]

We are working on
getting the customer refunded. The company currently does not have
enough funds but we are trying to work out a plan to refund the customer
in full.

Our Tech Department trouble shooted with customer on 5/12 and have found that the actual problem is with the pump.   We have shipped the customer a pump LP-300 on 5/13.  So this case is resolved. [redacted] tracking. and
[redacted]


.

We shipped this customer a new heater assembly from the manufacturer ACC.  This part is the part he needs to repair his spa.
UPS Tracking:[redacted]
This case should be settled now.  WE satisfied supplying this customer with the part to fix his spa.  Our warranty...

with the customer is a parts only warranty.

Hello,
 
We have mailed a check to customer for his full refund. This order has been cancelled and customer has been refunded.
 
The refund was not initially processed because we have a no cancellation policy on Lennox custom orders but we made an...

exception due to circumstances.
 
Please close this case as closed.
 
Thank you.

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 hope that if  service issues arise in the future that the company will respond in a timely manner, so it does not require having to file a complaint with the Revdex.com to get it resolved.
Sincerely,
[redacted]

Customer already got their full refund back through the credit card chargeback process direclty with their credit card company.

Customer was refunded in full today on 2/21 back on the same credit card.  WE sent him a refund receipt as well.  Allow 2-3 business days to be back on the card.

the customer no longer wants to receive the hot tub so we went ahead and cancel the order and process a full refund to close the case.
The customer got their full refund for $4295.00 issued today. Please allow 3-4 business days before they see it back on their card. We ask that this complaint be closed as resolved.

Review: Ordered from company above but realized they were actually not that company and were really not endorsed by the Revdex.com. I am having delivery issues.

I ordered a spa from the company above feeling very confident that this was a legit company since it was endorsed by the Revdex.com. When I was emailed my receipt which was charged by my husband, [redacted] we realized that it was a totally different company, Valuepointdistribution.com, which is not endorsed by the Revdex.com. We purchased our spa online from Hottubsandportablespas.com on March 21st with our Amex. We were told it would be shipped on the 15th of April and that it would take up to a week to get it. The month of April came and went...no spa and no communication. I called, my husband called and I emailed finally they emailed me back. I was promised that it would be shipped out on the 30th of April. We never received our spa. We contacted them again at that point they promised to have it delivered to us by May 10th at the latest or we could get our Amex credited. The spa never came and I can't get them to return my call. I am also going to call American express and see if there is some way they can help us. I am so frustrated. I really thought I had done my home work by checking to see that they were an accredited legit business.I believed that having a Revdex.com endorsement would make them more reputable. I just want you to know that this company poses as one company but when you purchase an Item they change companies. I was talking to one of their reps tonight and I asked where they were located and she told me Hayward CA and yet I found their address to be Sacramento CA. I just want you check them out to see if they are really legit so others won't be taken in by them. I did do some further checking and found several complaint on Valuepointdistribution.com. They were all for the same issue. Excessively late deliveries and not returning phone calls.Desired Settlement: I just want to get the spa that we ordered and I don't want this company to get away with taking advantage of others. We may be out $2500.00 I sure hope not. My husband placed a complaint earlier today. ([redacted]) Thank you for your time.

Business

Response:

Business' Initial Response

This product was delivered in good condition on 5/15 to the customer. The customer signed for the product already. The shipping company was rrts.com, Pro number is: XXXXXXXXX.

Review: I ordered a spa from the company that was delivered September 2013. It was originally supposed to be delivered in June, but was pushed out several months for miscellaneous reasons, relating to their ability to obtain it from their factory in a timely fashion and they also explained a month delay due to customs. Once received the additional supplies that were ordered were not in the shipment so they arrived after several emails and calls in two additional shipments. When the spa was purchased it came with a one year warranty and I paid for 3 additional years. In March 2014, the spa developed a leak due to a crack in a PVC pipe. I emailed the service engineer for service and he requested pictures of the part that was cracked. I have reached out to the company in total about 10 times since the pictures were sent through email and phone, trying to obtain a service calls. No emails or calls have been returned by the organization.Desired Settlement: I would like the company to honor their warranty and purchased extended warranty. If they are not able to fulfill their commitment, I would like them to either refund my money on the spa or to reimburse me for the use of a 3rd party service supplier.

Business

Response:

Our Spa Technician, [redacted] was able to talk to customer and came up with a resolution to the issue.

Review: after three delivery delays I cancelled my order.

was told money would be refunded. money was not refunded. my credit card company is assisting.

after three, three week delivery delays I cancelled my order. was told money would be credited to my account. it never was. tried calling and leaving messages but no response.

my credit card company is assisting me in getting my refund.Desired Settlement: want my money back!

Business

Response:

Initial Business Response

Customer already got their FULL refund back through their credit card company directly through the credit card chargeback process. Customer informed us they were going through their credit card company to get their full refund, and we have coopearted. Please close the case.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I tried repeatedly to communicate with this company regarding my refund. it was a last ditch effort to get my credit card company involved. yes, amex did step up and get me my refund. however, I feel that choosefireplacesandstoves does not deserve the better bussiness bureau rating that they now enjoy! this company was scetchy from the start. time after time I was told that my product had been delayed. a business like this should be held accountable. if you are looking at buying a product from this company, please do yourelf a favor and go somewhere else. I wish I had.

Review: We ordered a fireplace from them in October 2013 the order never came in and caused delays in building our house. On January 2014 we cancelled our order after lack of delivery and poor customer service. Since then we have called several times to get the money refunded but they have not and will not refund our money it has been several months. We had to buy the fireplace from somewhere else and finally finished the house. This puts us $4,000+ in the hole that we need to do more work. This experience with them has been anguishing and awful. We have a Lawyer ready if we do not receive our refund.Desired Settlement: We want our money back and we have obtained a lawyer in case this does not happen.

Business

Response:

Hello,

Upon first interaction with value point distribution, they were friendly and eager to take my order and my money!

In the weeks that were to follow,Value Point Distribution were very evasive and did not find it their business to follow up on my order. It was necessary for me to phone them that I may discover where my spa was as it had not been delivered in the time discussed from the onset of my order with them. Which incidentally it would be 10 – 12 weeks for the construction of the spa I ordered.

When I inquired as to the where-a-bouts of my spa, "Steve" was apologetic and more than pleased to set me up with a "package compensation deal" - and of course it would become several more weeks, actually - months, before the spa would be completed, to which I reluctantly, agreed.

My spa was ordered on September 20, 2013 and has not been delivered as of the second delivery date of February 20, 2014. In all, to date the total time elapsed has run over five months.

Periodically throughout this time, I have phoned as well as e-mailed to discover how terribly, rude and condescending their customer service was and is now that they have my dough in their coffers, while I continue to have nothing save empty promises and a thin pocketbook.

After several emails and recorded phone calls, I was informed, "Steve" no longer worked for the company and I would need to speak with "Crystal" (Proprietor). Although, she would not be available and I would be necessary for me to dial another number, as they were unable to transfer me to her number directly.

When I phoned "Crystal", there was no answer. I suspected as much. Rather than phone me back as promised, she sent an additional email assuring me my spa would be delivered on time, and that they were just awaiting the arrival of the containers.

Sincerely, Another concerned customer

P.S.

Since writing this review, value point distribution has contacted me with yet another deadline date for the shipment of said spa as well as "More Freebies" – Now they are stating that the spa will be shipped out on April 30, 2014.

That is SEVEN Months and Ten days with the spa only half completed - I sent an email of decline which for some strange reason, was unable to forward to "Crystal"

I feel it would not be in the best interest to the consumer to order from this company or the other ALIAS companies that are under this management!

Review: On 10/8/13, I purchased the Aruba XL for $6,900 that was paid that day. I wanted to buy the Oasis, but was told by the sales rep that the Aruba was in stock and could be shipped the last week of November, arriving by Dec. 2, 2013. If I had ordered the Oasis, it would be late December before it was shipped. So, I took the Aruba. On 11/26/13, I received an email that stated shipment would be delayed another 4 weeks as the product was not in stock. The offered lifetime filter (max of 12- which isn't lifetime)and a couple other things, but what I want is the hot tub that we were told was in stock. I called the company and told them that the reason we bought the Aruba (rather than the Oasis) was because it WAS in stock. Despite much conversation, there was nothing the phone service person would do. When I asked for a supervisor, there wasn't one. When I asked for the owner, he wasn't available. I asked to the name of the owner and was told this was [redacted]. Then I was told [redacted] when I asked for a last name. Then I was told [redacted]. The names changed multiple times. I was told the owner would call on Weds. (2 days ago). Today (Friday) I called the company and the owner is not available. I do not believe we are going to receive this item. The seller has been dishonest and has our money.

Product_Or_Service: aRUBA

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

Product shipped this week with delivery by December 10th at the latest. We should be compensated by the organization for this hassle as well. This has been really stressful dealing with them and is truly unacceptable. I do want this product. If this ends up being a full refund, I want it immediately without delay.

Business

Response:

We talked to the customer and came up with a desired resolution to credit him $1.035.00 or 15% of the total price on top of the other compensation packages we offered like * Synthetic Cabinet Upgrade : $199.00 * Extended Warranty for 3 years: $399.00* LIFETIME SUPPLY OF FILTERS ( 6 Sets of Filters, 12 total): $200.00 to compensate for the delay and for the inconvenience. The customer accepted the offer. We ask your good office to close this case as resolved.

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

The payment of $1035.00 was promised to us on December 5 and we still have not received it as of today. The other items of "compensation" were mostly things that we had already paid for. Several attempts to contact [redacted] and [redacted] by both phone and email have gone unanswered. [redacted] also informed me at that time that if our complaint filed with the Revdex.com was not dropped, they would refuse to ship our hot tub. Additionally, [redacted] guaranteed us in writing that we would receive a tracking number for the shipment of the hot tub on December 27. When I called today to request the tracking number, I was told that the offices were closed for the holidays and that someone would contact me on Monday. At this point, I ask that the Revdex.com either procure a confirmed shipping date or arrange for a full refund of our $6,900.00 as soon as possible.

Business

Response:

WE have worked out a deal with customer to switch him to another spa. We are shipping preparing it now and it's being shipped out shortly within on week. So the solution is in process now to be complete soon.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Below is the last email I received from Value Point concerning my spa. I contacted [redacted] today and she informed me that [redacted] has not done what he needs to do to get the spa in transit to me. She indicated that he needs to provide her with the proper documentation for shipment and provide payment before they will ship the spa to me. As of today, I have not been able to make any further communication with Value Point and have not received the $1035 refund that was promised to me, nor have I received any additional filters which were promised.

Review: I purchased a hot from this company and am unable to obtain any service from them. Their service representative's, [redacted], phone usually says mailbox is full. He finally responded in an email, that my warranty was parts only (my owners manual states it is a year of parts and labor)and to send him a picture of where my hot tub was leaking. I did this and cannot get him to respond back. I have tried leaving messages with the company's customer service number, but cannot even get a call back from them. I don't believe this wants to service anything they sell.Desired Settlement: I spent $4589.00.00 on this hot tub and I would like the company to get my hot tub repaired so that I can use it.

Business

Response:

We shipped this customer a new heater assembly from the manufacturer ACC. This part is the part he needs to repair his spa.

UPS Tracking:[redacted]

This case should be settled now. WE satisfied supplying this customer with the part to fix his spa. Our warranty with the customer is a parts only warranty.

Consumer

Response:

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 hope that if service issues arise in the future that the company will respond in a timely manner, so it does not require having to file a complaint with the Revdex.com to get it resolved.

Sincerely,

Review: Tried contacting different people with complaint about defective heating element for over a week now with no response from anyone. Meanwhile I have a leaking spa which trips the breaker. Only aprrox. 8 months old.Desired Settlement: Please send new heating element asap.

Business

Response:

This case has been resolved. Customer had a bad heater so Rodger in our service department sent out a new heater on 5/13 to the customer. customer was not patient enough to wait for part to come in, so they filed complaint. But now they have the part and this case is resolved. Below is the tracking number for the part sent.

Review: The product I ordered was never delivered.After 6 months I asked for a refund.They promised a refund in 6-8 business days.No refund has been received.

I placed an order on 5/27/2013 from www.choosefireplacesandstoves.com.The order was for a Napoleon 72611 Electronic glow plug igniter for $173.08.The order confirmation came from www.choosefireplacesandstoves.com and www.valuepointdistribution.com.On 9/01/2013 I sent an email asking about the status of my order.I did not receive a response until after I called valuepointdistribution.com on 10/17/2013.[redacted] wrote "There have been a couple of flukes in the handling of this order, but we finally got it in the system, and will probably ship in another 2 weeks now. I sincerely apologize for the inconvenience.".A month later after not receiving my product,I asked for a refund on 11/29/2013.On 12/02/2013 [redacted] wrote "Hello [redacted],

Yes, we will cancel the order and process your refund. Kindly allow 6-8 business days for the refund to show up.

Thank you,

Customer Service Manager".It has been 18 business days as of 12/27/2013 and I have not been refunded.Desired Settlement: I want my money refunded.

Consumer

Response:

I received a response today from value point distribution stating "Hello,

We just mailed a check directly from our bank US bank for the refund. So please look out for a check int he mail from US BANK.

We tried to refund via credit card but it got rejected due to it being too old of a transaction.

Customer Service Manager from value point distribution stating "

I contacted my bank and there was no record of a rejected transaction in the last month.I will update if I receive the check.

Business

Response:

Customer was mailed a FULL refund check on January 6th in the mail. Customer shall receive it shortly. Our original attempt to refund them via their credit card did not work because the transaction was too old.

Review: I ordered and paid in full on December 27, 2013 for a Spa from Hot Tubs and Portable Spas. (www.hottubsandportablespas.com) When I spoke to the salesperson, they said what I wanted to order would be delivered in March. I said to them it was too late and would get a spa from a different company. They stated that if I took a model that was in stock they could deliver it on Jan 3, 2014. I agreed and the date on the receipt stated January 3, 2014. I have called and emailed repeatedly for delivery and excuse after excuse has been made to me. It has been 6 months without a delivery just excuses and stories..Desired Settlement: I want a full refund of the $2,995.00 from order #[redacted]. The shipment #789910 is from [redacted] and they say [redacted] is involved? I want a full refund and I don't think a business that treats people this way should be in business at all. I do NOT want their product, speaking to [redacted]l and [redacted] from the customer service department has been nothing but excuses and stories. I want to purchase a spa from a reputable company.

Business

Response:

We are working on getting the customer refunded. The company currently does not have enough funds but we are trying to work out a plan to refund the customer in full.