Choosefireplacesandstoves.com

Review: Dear Sir or Madame, my name is [redacted], I am a 67 year old widow presently enduring one of the harshest winters recorded in Illinois. My health prevented me from going south so to help cope I ordered a Dimplex Oxford electric fireplace. I ordered this fireplace on Nov 30, 2013--Order #[redacted] for a cost of $999.00 with delivery promised in four weeks time.

The $999.00 was taken in full from my bank account on Dec 4th.

Six weeks passed-- no product--no notifications by phone or email

In January of 2014 I placed 12 calls, in February I placed many more and in March another six calls. I received exactly NO return calls in spite of a business promise.

The frustration of the situation caused my BP to go so high I had to go to the emergency Room.

I soon found the only way to get a "person" was to call "sales" as a new cus[redacted]er. Over the next span of time I spoke with a [redacted], a [redacted], [redacted] and [redacted]. I was given the number for [redacted] who supposedly works at the distribution center known as "Value Point distribution" His number [redacted]. I called [redacted] and he promised a new delivery date of Jan 30th, 2014. I was also given a number for a [redacted] who was consumer Service Manager. I left numerous messages for Ms. [redacted] and NEVER got a return call.

On Feb 10th, I still had no product and no return calls. I reached [redacted] again and told him I wanted a refund in full. He asked for 30 days.

Thirty five days later--still no product, no correspondence and no refund I contacted my bank officer, she spoke with [redacted] in my presence and was told the company did have the funds to return... Then again asked for another 30 days. We gave them until March 15th--3 days from call Nothing.

Today is March 21st--no call, no product, no refund I am filing a formal complaint.

I am bringing this to your attention in hopes of some assistance and in an effort to stop this company from doing this to others.

It has come to my attention through the Revdex.com that they have changed their name on the internet to "Choose Stoves and fireplaces" Replacing the name Good Stoves & Fireplaces"

They are seeking a new status for Revdex.com. Please stop them! They are known by all the following, or are associated with these

1- good Stoves & Fireplaces

2- Home Goods LLC

3- Value Point Distribution

4-Choose Stoves and Fireplaces

Thank you for your time and considerations

Sincerely

[redacted]Desired Settlement: Refund or delivery of product

Business

Response:

Hello,

Review: I ordered a wood stove through this company's website, paid through link to another company, and after 4 months have not received the product.

I ordered a Lennox ST 210 wood stove from this company on 8/27/13. I was directed from ChoiceFireplaces to ValuePoint Distribution when paying. It was not obvious that these were two different companies, I thought I was still dealing with Revdex.com approved ChoiceFireplaces. After paying $1730. on 8/27 I contacted ValuePoint Distribution on 9/30 and 10/25 regarding shipment. I was forwarded an email between ValuePoint and ChoiceFireplaces dated 10/11/13 where ValuePoint was trying to get a shipping date from ChoiceFireplaces. On 10/28/13 ValuePoint forwarded me an email from ChoiceFireplaces stating that ChoiceFireplaces had cancelled the order and would now place the order again under new terms. I received a new ship date of 11/19-11/21 from ValuePoint in that 10/28/13 email. On 11/19 I emailed ValuePoint and was given a new ship date of 12/4 or 12/5. On 12/6 I was given a new ship date of 12/12 by ValuePoint. On 12/20 I filed a complaint with the Revdex.com against ValuePoint and opened a dispute with Visa, both are currently open. On 12/20 I was given a tracking number that the stove had been shipped. On 12/28 the incorrect product was delivered to my house and I refused deliver. A pellet stove was delivered, I ordered a wood stove. I believe that ChoiceFireplaces is as culpable in this problem and that they should not have a Revdex.com approval.Desired Settlement: I would like the Revdex.com approval taken away from ChoiceFireplaces.

Business

Response:

WE have issued a full refund to Mrs. [redacted] back on her credit card on today January 7th, 2014. It will take 3-4 days for her to see it on her card.

Do not order from them. SCAM!!!!!!! Spa was to be delivered on 7/10/14, no spa , no contact. I finally got someone to answer the phone was told shipping problems, would be delayed until 7/29/14. Started calling 8/01/14, left messages, no call back. Finally on 8/04/14 was told order was canceled and I would have to wait three (3) months for my refund.Is that long enough for them to skip the country with mine and everyone else's money. I understand they are still taking orders. DO NOT ORDER!!!! RUN FAR AND FAST AWAY!!!

Review: On 11/19/2013 I placed an order for a Lennox Shoreline 33/40 gas fireplace insert. My invoice stated a 3-4 week leadtime. On 12/6/2013 I emailed asking for a ship date, with no response. On 12/10/2013 I emailed asking for a response to my previous email. I received a response from the customer service manager stating they were "running late due to peak season" and that it would be shipping "end of December". I asked them to expedite the order at that time. On 12/27/2013 I emailed asking for an update on the order since it was now the "end of December", with no response. On 12/30/2013 I emailed again and indicated I would dispute the charges with my credit card company if no one responded to my request. I then received a return email from [redacted] indicating she was on vacation and would respond to me on 1/2/2014 and would "attend to my concerns by then". This is the last correspondence I have received from them. On 1/2/2014 I emailed them asking for information by the end of the day, with no response. On 1/3/2014 I emailed again asking for a response and indicated I would cancel the order and dipute it with my credit card company if I did not hear back from them by the end of that day. On 1/6/2014 I filed a dispute with my credit card company and informed them of that action. I sent them emails on 1/17/2014 and 1/28/2014 with no response. I have made numerous attempts by phone, with no response. I have not cancelled the order, but the dispute is running its course throught the credit card company. To my knowledge they have not responded to the credit card company.Desired Settlement: I would like for them to ship the Lennox fireplace insert I have on order with them in a reasonable amount of time, and on a mutually agreed upon date. I would also like for them to offer an additional discount for all the trouble they have caused. I would like for them to respond to correspondence from me when requested. I would like to have a formal apology from the owner.

Business

Response:

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

Consumer

Response:

Review: [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,

Review: After two months of lies and the general run around to cover them up, my hot tub is delivered broken and they fail to return my calls/emails.

We purchased a hot tub from www.hottubsandportablespas.com in early November. They offered us an upgrade if we were willing to take one off the shelf of a different color, and that it would ship the next week (2 weeks before Thanksgiving). We agreed, and after two weeks they told us there has been a strike at the docks and that shipping would happen in another two weeks. After more excuses, it was finally delivered, one month late and two weeks before Christmas. However, after paying $500 for backyard delivery, they failed to coordinate with anyone to move it, and so the shipper left it to sit on its side for 4 days at the end of my drive before someone else came to move it. (incidentally, it was actually a second curb-to-backyard moving company...the first only had 8 strong guys, the second had actual tools...and charged $275). Once it was in place, we had to rearrange the electrician to come. The first one who we prepaid over a month before based on the companies delivery estimates was now away on a job elsewhere and would be gone another month. So, we scrambled and eventually found another electrician who would come out and do the install for another $200. That night, as the temperature was rising in the hot tub, I went to bed. The next morning, my wife showed me the error message on the screen that the heater had shut itself off. Turns out it had been leaking into the pan and once it got below the intake it shut the heater off. I removed several panels until I found a very fast, obvious leak in the pipes. I contacted customer service and their single technician again and left a message. Eventually, after no answers or returns, the online salesperson informed me that the office was closed for two weeks for the holidays (note, the sales team is always available, but they know nothing...which gives you a good idea of where this company puts its money). Later I realize that the base of the unit is now full of water and submerging the pumps and another cold front is moving in. Finally their tech reponds to one of my emails (some of which include movies and pictures of the leak) with the words "...DRILL HOLES IN IT TO STOP THE WATER FROM GETTING ANY HIGHER" (caps his). So at this point I find some grommets that seal the base and pull those to release the water and open the drain to release the rest of the water in the tub. In this state it has sat for antoher 2 weeks waiting for someone to tell me what to do with it. Meanwhile we paid an additional $175 to have a local pro take a look at it. He says it appears that NO GLUE was applied to the particular joint that is leaking, and moreover, there was no evidence that a primer had been used on any of the joints (standard practice in PVC plumbing). He is available to repair the leak whenever we say go and will refund the original estimate charge. The company states that each of their units is tested, which must be a lie since this thing leaked like a sieve while it was running. Finding out that they skipped one of the basic steps of PVC plumbing also makes me wonder when all of the other pipes are going to start leaking. Regardless, 3 weeks since the discovery of the leak and 2 months from the original promised ship date, I am still stuck awaiting a call from their Service Manager ([redacted], whom neither I nor my wife have spoken with despite our dozens of calls), or their lone technical person, [redacted], whose voice mail box is always full. I am filing this complaint in an effort to push the company to honor their own warranty terms and act responsibly. However, during the process I noted two additional things that should be pointed out. 1) the Revdex.com rating on the website for www.hottubsandportablespas.com shows an A- rating and links to a company: Choosefireplacesandstoves.com (which has numerous complaints about spas and hot tubs). The parent company, Value Point Distribution is not accredited, has a C and even more complaints.Desired Settlement: The company should either A) substitute the unit with one in working condition ASAP, or B) have someone come and fix it (and replace the DVD remote which is also not working while they are at it). They should also refund us the nearly $500 we are out as a result of their poor customer support and never ending lies about delivery dates.

Business

Response:

WE have resolved and repaired the customers product. We paid for the repair today on January 30th. Please close this complaint as resolved.

Business

Response:

WE have resolved and repaired the customers product. We paid for the repair today on January 30th. Please close this complaint as resolved.

Review: I have tried reaching tech support but no response. The power button does not work and the heater does not work. I live in Buffalo (cold climate)

[redacted] E. [redacted] Order Date: 20-Aug-2013, INVOICE NUMBER: XXXXX, Customer ID: [redacted] Love Triangle 3 Person, 31 Jet Corner Spa Portable Hot Tub 110V, INVOICE TOTAL $3,596.00, Credit Card, they charged my card on 8/23/2013, Delivery Date: Sept 17, 2013.

There is 1 person taking orders, 1 person taking Customer Service calls ([redacted]) and 1 tech [redacted] who will not return any phone calls. They promised me delivery in 2 weeks but it took them 4 weeks. I have never dealt with a company that has 1 tech person, usually you call and they help you right away. But not this company, I have not received a call back. I told customer service that they can come and pick this back up and they only replied that I will have Rodger call you back? Meanwhile the power button does not work, we have to unplug and plug it in to get it to work.

I explained to the person taking my order for this hot tub on the phone that I live in Buffalo and plan on running it year round in the cold and they said it will work fine no problem. The main problem is the heater does not work. The water is freezing cold. I have turned the heat up all the way and no change to the water at all, But their website states: http://www.hottubsandportablespas.com/shop-by/love-triangle-31-jet-corner-hot-tu...⇄ />
5.5 KW High Performance/Maxx' Heater

Our spas come with the highest power heaters in the industry - 5.5 Kilowatt, versus the average in the industry which is 4.0 Kilowatt. What that means is that your spa will heat up faster when you need it. Our spas are designed to heat well in even the coldest of climates in Canada and the North East United States as our customer basis is all throughout North America.

What a disappointment.

When I called [redacted] yesterday I got a voice-mail so I left a message for him to call me. 2 hours later I called him back and his mail was full. the same thing happened today being the second day, I left a message and call back 2 hours later and its full again.

I can't even get into the tub to enjoy it because it is way too cold.Desired Settlement: I want them to pick this unit up and give me back my money and I am not paying to ship it back to California.

Business

Response:

Initial Business Response

We have resolved the issues with the customer directly with our service team. We spoke to her today, and she is happy.

Review: I ordered this hot tub in August of 2013 and I still havent received it yetDesired Settlement: either deliver the hot tub or refund the money

Business

Response:

Hello,

Review: Ordered on 9/26/13 said would be a 6 week delivery date, about 8 weeks passed with no reply on date tried to contact took a week to get through .

Ordered Vantage Hearth two sided fireplace on on9/26/13,given a 6week delivery date.1,579 dollars taken out of my account that day invoice #13979.after 8 weeks tried to contact,when contacted gave a next week shipping dare. It has been 14 weeks and they still tell me next week each time I am able to contact them.Desired Settlement: I am doubtful of the quality of the product after the way the sale was handled. After reading some of the complaints about never getting some of the parts that go with the product ordered. I was planning on being able to use the fireplace this winter to help on my heat bill, by the time I get the fireplace and get it installed the winter will be over. A refund after reading all the other complaints about this business.

Consumer

Response:

(the vantage hearth model v3612st would be supplied from FMI products LLC2701 South Harbor Blvd. Santa Ana Ca.92704-5803).Value point distribution told me the product had to be shipped from FMI their supplier. When I contacted FMI I was refered to [redacted] ext. [redacted] ). Mr. [redacted] told me FMI had not had over a 2 week wait from order to shipping on their fireplaces. when I ask Mr. [redacted] if they suppied to Fireplaces and stove.com or Valuepoint distribution, Mr. [redacted] said that there was no record of FMI suppling to either place . Tis is in reference to copmplaint #[redacted] thank you

Consumer

Response:

(the vantage hearth model v3612st would be supplied from FMI products LLC2701 South Harbor Blvd. Santa Ana Ca.92704-5803).Value point distribution told me the product had to be shipped from FMI their supplier. When I contacted FMI I was refered to [redacted] ext. [redacted] ). Mr. [redacted] told me FMI had not had over a 2 week wait from order to shipping on their fireplaces. when I ask Mr. [redacted] if they suppied to Fireplaces and stove.com or Valuepoint distribution, Mr. [redacted] said that there was no record of FMI suppling to either place . Tis is in reference to copmplaint #[redacted] thank you

Business

Response:

we refunded it in full yesterday 1/30 for $1579.00 and we emailed customer a receipt of the transaction. We would like to request that this complaint be closed as resolved.

Thank you,

Business

Response:

we refunded it in full yesterday 1/30 for $1579.00 and we emailed customer a receipt of the transaction. We would like to request that this complaint be closed as resolved.

Thank you,

Consumer

Response:

Thank you for your help , 2/7/14 I received the full refund of 1,579 dollars. Mr.[redacted]

Sincerely,

Consumer

Response:

Thank you for your help , 2/7/14 I received the full refund of 1,579 dollars. Mr.[redacted]

Sincerely,

Review: I ordered a hot tub online from this company on September 3rd, 2013. They immediately charged me full price for the hot tub and said it would be shipped on October 30th. On October 30th I received an email stating there was a delay and the delivery would be pushed back until December 22nd. I was not satisfied with this extensive delay, so I attempted numerous times to contact the company to request a refund. I was met with no success as their service center immediately defaults to an answering machine. After finally threatening to make a complaint with the Revdex.com I received a voice message from the manager, [redacted]. He offered me an extra %10 percent discount if I would be willing to keep my order. At that time, I left another voicemail (as I was not able to get ahold of a service representative again) stating I would be willing to either continue my order excepting the additional %10 discount and a shipping date of December 22nd or I would be willing to except a full refund. I never got a response from that voicemail. December 22nd arrived and I still had not received a refund, hot tub, or a response from the company. I contacted the company again and finally talked to a service associate. I requested a full refund at this time due to the circumstances and he stated he would contact the finance department and I would receive my refund within 10 days. Then on January 7th, I got an email stating the hot tub had arrived and would still not be shipped until January 22nd. Once I received the email I called the service department again expressing my concern that I had tried to get a refund and yet still received this email. The associate once again said he would contact the finance department and request a refund. At that time I asked for an email conformation that that had been accomplished. It is now January 27th and I still have no hot tub and no refund.Desired Settlement: I have never had this bad of service in my life. I do not wish to continue my business with this company and I would like a full refund immediately.

Business

Response:

Customer already did a credit card chargeback and got their full refund directly from the credit card company.

Review: Poor customer service. Poor shipping.

I had order a gas fireplace on Sept 15, 2013 and was told it would be shipped in 3-4 weeks and it has been 9 weeks and still do not have the fireplace. I have called 4 times and they tell me it will be sent next week. They need to do something with their distribution center. We wanted this before the weather got cold but now that is to late.Desired Settlement: I think they should give us a partial refund for all of the hastle and wait time. We wanted this before the weather got cold to help with the electric bill.

Business

Response:

Initial Business Response

The customer got his money back already via credit card chargeback. Please close this case as resolved.

Review: On Dec. 19, 2013 I placed an order for a Napoleon NZ-26 fireplace through an accredited Revdex.com website choosefireplacesandstoves.com. The website stated that I would be called and the order would be confirmed. At which time they would take the credit card information. I received the call, gave the credit card information and was told that charge would show up as Value Point Distribution. The invoice comments states "Ships in 3-4 weeks."As of Mar. 23 the items still have not been shippedDesired Settlement: ship the items, or a full refund

Business

Response:

Hello,

Review: Purchase hot tub through this website because they had a good Revdex.com rating to find out they are associated with Value Point distribution which has bad reviews. I purchased this on 7/21/13 and it is now 3/22/14 and I still have not received it. I have contacted the company several times, the first time they said they were overwhelmed with orders so they were behind but its halfway through production and will be shipped soon for my trouble they would add on more features. After waiting again for months contacted them again and they said it was tied up in customs, for our troubles they would discount it 10% and it would be arriving shortly. Did not receive a refund of the 10% and still did have not receive the hot tub. The next time I got a response they told me it arrived at the warehouse and it would be shipping out shortly still has not arrived. Each time I gave them the option to just give me my money back. Now I have been requesting my money back but they will not respond.Desired Settlement: Would like a refund or a hot tub.

Business

Response:

Hello,

Review: The hot tub we purchased has a defective pump. We also did not receive several items we paid for (a cover lifter, a separate circulation pump and 12 filters). We spoke to the service person [redacted] once and he said he would send us a new pump. This was over a month ago. Now the company refuses to answer any of our phone calls or emails. We have sent a total of 12 emails in the past month and not one of them as been answered. We have left numerous voice mail messages that have not been answered.Desired Settlement: We want the money we spent on the cover lifter ($199), the circulation pump ($399) and $375 for a replacement pump.

Business

Response:

Dear Revdex.com:

The customer has a circulation pump already which is a the low speed in her main pump. When a a customer orders a circulaton pump, we basically replace the normal one speed pump, into a two speed pump where the "low speed" serves as a circulation pump. We state it right on our site:

"For 110 Volt version of this spa, we actually replace the single speed

pump with a DUAL speed pump where the low speed serves as the

circulation pump."

Customer is confused and doesn't realize this. But they defintely have the circulation pump. We dont owe the customer money back for this since she has it.

WE don't have fliters in stock till our season starts in March. We have sent a check refund to customer for $199 for the cover lifter.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The pump that was included in the spa was defective and had to be replaced. We called and were told by Technician ([redacted]) that he would send us a new one. Then he and all peopplr from the company stopped returning our messages (voice and email). It cost us over $500 to replace and install the defective pump.

Also after all the delays and extremely poor customer service we do not trust the company to send the filters they promised and want the $600 refunded.

Sincerely,

Business

Response:

Regarding Complaint #[redacted], Customer has already received $1580.00 back on their credit card via the credit card charge back process. This is even more money back then the customer was asking. Please understand $1580.00 is even more money back than the customer has asked for. The disputed amount is only $970.00. Please close this case.

Thank you.

Review: Ordered and paid for a fireplace Aug 27 and have not yet received it. Lots of excuses about Lennox not supplying. Lennox denies that.

[redacted], sales manager of Value Point Distribution, apparently the clearinghouse used by Choosefireplacesand stoves.com, has promised again and again that the fireplace by Lenox, EDV4035CNM, will be delivered next week. ... since August! My heating bill is greater than it should be since I have to rely on the house furnace. Paid by VISA, with whom I have already initiated a refund process.Desired Settlement: A complete refund and $200 in damages and interest. They've had $2289 of my money for three months. My heating bills are $200 more than normal for the last two months, totaling $400.

Consumer

Response:

This website business is a front for Value Point Distribution, 775 E Blithedale #529, Mill Valley CA 94941, 1.800.501.2067. [email protected].

I was dealing with them after receiving their invoice rather than an invoice from choosefireplacesand stoves.com. My invoice #[redacted].

Business

Response:

Customer already got the FULL REFUND of $2,289.00 through the chargeback process. Please close the case. The customer paid $2289.00 for the product. And now they have recieved all their money back in FULL, for $2289.00.

Review: On August 1, 2014, I wrote an e-mail to:Choose Fireplaces and Stoves [redacted] I am contacting you to recover $1,355.00, which I paid to purchase a Superior BC-42 wood burning fire place (Product I.D.11M88) on your website: [redacted] on January 10, 2014. You sent me an e-mail confirmation: [redacted] order # [redacted], and said I would be called in less than 5 minutes to finalize the order and payment alternatives. I was called by [redacted] of Mill Valley, CA, and I charged the fireplace to my Mastercard (MC reference No. [redacted] in the amount of $1355.00) on January 10, 2014. I was told delivery would be in 3-5 weeks. [redacted] Invoice number is 14466. I never received the purchased fireplace, and I cancelled the order on March 29, 2014, because [redacted] informed me that their next shipment was not scheduled until April 21, and there was no assurance that my fireplace would be in that shipment. My contractor had committed to complete the installation by the first of April, which I had previously communicated to [redacted] almost weekly by phone or e-mail since February, 2014. On March 31, 2014 [redacted] wrote by e-mail: We will cancel the order on our end and process a full refund back to your card. You will see your credit in the next billing cycle. As of this writing, August 1, 2014, I have not received my promised refund credit. I am able to supply documents to support this claim if you would like them. I have also not received any response to my inquiries.[redacted]Desired Settlement: Either Choosefireplacesandstoves.com or [redacted] of Mill Valley, CA will immediately refund my credit card amount of $1355.00, as [redacted] promised on March 31, 2014.

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.

Consumer

Response:

I am rejecting this response because:

their sister company, [redacted] at [redacted], Mill Valley, CA 94941-1554 made the same promise to me on April 21, 2014.

Review: On June 1st I placed an order for a gas stove.It was to takie 3-4 weeks to deliver.I called on June 30th and was told it would arrive on August 2nd.I heard nothing.Today July 30, I called and was told the stove would not be shipped.I was instructed to call my credic card company to file a dispute with merchant.The company could not give me a refund.Order number [redacted]Invoice number [redacted] have contacted my Credit card company and filed a dispute with merchant.Desired Settlement: I would like my money refunded.

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.

Review: Continual excuses for delayed delivery with no end in sight. Have cancelled order and ordered from someone else. Trying to get refund.

Order #[redacted]. Heatilator Twilight IIB fireplace. Told representative timeline for house completion, she assured they had these at the warehouse and would arrive well before home completion date. That did not happen. Multiple calls over the last month, always the same answer "It is delayed one week". Last answer was it is now delayed another 2 weeks. House is ready to close, so we have ordered from another company, and have already gotten a shipping tracking number for Friday arrival. We have told them through email, voicemail, and voice we want to cancel this order. It has not shipped yet. They are refusing to refund our credit card.Desired Settlement: Full refund for order [redacted]

Business

Response:

we need time to refund the money and please give us till 2/7 it will be done because its a large amount. We never got this complaint till now and we need time to plan the refund.

Consumer

Response:

Review: [redacted]

Ma’am,

Thank you. I reject their response. It is over 10 days since they promised a refund and we have not seen anything.

Kind Regards

Business

Response:

We have refunded the full amount back to the customer's card. Refund receipt has been forwarded to customer as proof that the refund was processed on our end.

Please close this case as resolved.

Thank you.

Crystal Lee

Review: I ordered a set of doors for my fireplace back in November 2013 and was told it would take 30 days to ship the product so I called the company after 30 days to check on the order and I was told the doors would ship on Jan 20, 2014. So I called today Feb 5, 2014 and the person at the company said the doors would ship on February 24, 2014. He stated I should get the doors sometime in March. He offered a 10% discount when I wanted to cancel my order and get a refund. He then offered me a 15% discount. I declined and wanted a refund at which time he told me I had to wait 30 days to get a refund. Now my credit card was charged back in November and I still have no product or money. I have left many messages with the customer service person [redacted] and have not received a call back. My recommendation is not to do business with this company. I am not sure I will ever get my money refunded. Horrible company and customer service. I am hopeful filing a complaint will help.Desired Settlement: I would like my money refunded immediately. If they can charge my credit card the time I ordered the doors they should be able to refund my money in a couple days not weeks. I just want my money back plus interest for holding my money for 3 months.

Business

Response:

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.

Review: I ordered a hot tub on 7-8-2013. As of today 1-8-2014 (6 months later), I still have no hot tub and no tracking number for a hot tub. I ordered a hot tub on 7-8-2013. As of today 1-8-2014 (6 months later), I still have no hot tub and no tracking number for a hot tub. I recently made 5 more attempts to get in touch with company and no one will respond. Name of website: HotTubsandPortableSpas.com Name of distributor: [redacted] PH: ###-###-#### FAX: ###-###-####Desired Settlement: Delivery of product (in perfect condition)

Business

Response:

we will ship his product next week. Customer has been advised to give us till 2/7 to get him the final tracking for his spa shipment.

Thank you,

Consumer

Response:

I assumed my case was resolved, but my spa has still never been delivered from almost 1 year ago today. Now a general manager just emailed me this morning and explained to me that they fired the person that was helping me, but also tells me that they have incurred increased costs on their end and now want to change my contract price of $9900 to $15000. I have it all in writing and can email/forward it all to anyone and/or fax it to anyone. I really need your help, they are trying to take advantage of me and this is a clear bait and switch situation that should be illegal and fineable.

Consumer

Response:

I did not want a refund, I want the spa I paid for in full and signed a contract for, but the owner refuses to sell it to me for the agreed upon price and refunded me my funds without asking. I lost money for the interest from my credit card for this and now I have to reconstruct my spa base for another sized spa which will also cost me. A refund is not a happy ending.

Business

Response:

Please re-open Case [redacted] ([redacted]) and please note our response is that this customer was fully REFUNDED for $9900.90 this week. His product was no longer in stock, so we issued him a full refund.

Review: I ordered a hot tub from this company in August 2013 and as of November 22 it has STILL NOT BEEN DELIVERED.

The tub was supposed to be delivered September 25, 2013. On that date they told me the tub had not been on the shipment (from China) and that it would definitely be delivered by the end of October. At the end of October they said the tub had been delayed at customs. However, they said it would be shipped at the latest from San Francisco to Colorado Friday November 22, They even gave me a tracking number. Guess what? Its a fake tracking number and now the customer service office will not even answer my inquiries. This company is totally unreliable. I do not believe I will ever receive this tub and even if I do I would NEVER BUY ANYTHING FROM THEM AGAIN.Desired Settlement: I want either the tub I ordered or a replacement tub delivered BY THE END OF NOVEMBER. This is 3 MONTHS AFTER THE PROMISED DELIVERY DATE.

Business

Response:

Initial Business Response

We would like to ask your good office to close this case as resolved. The customer has already received the hot tub.It was shipped via Road Runner Freight

: http://www.rrts.com/tools/tracing/TraceMultipleResults.aspx?PROS=XXXXXXXXX

Delivered Date: 12/12/2013

Thank you.