CoolWaters

We are a small company doing a lot of volume and we do get things wrong because we are human and we all make mistakes or forget thingsIn this instance it is my feeling that we did not get it wrong somewhere along the line there was a breakdown in communicationIt is my understanding that ***
*** did create his own spa on the bullfrog site and as shown in the dated attachments, it was a fully loaded spaHe was quoted approximate $for the spa with all the bells and whistles that he had on it indicated as printed on that sheet*** *** stated to *** that it was too much for them to afford at that time*** suggested that he try to redesign the spa and remove some of the extras as well as stepping down a size** *** did just that and he was given a lower price by over $for the new spa without the cover lifter, steps, ozonator, circulation pump, etc, again all items were printed directly on that sheet along with the priceThe Customer did provide us with a deposit and we did order the tub right off his spec sheet he created and he signed off on a sales receiptWhen the time drew near and *** called, as *** *** stated, he was told the tub would ship next weekThe tub never arrived and we called again as well as seeing *** *** againI personally got involved at this point called *** *** and let him know that I did not know what was going on but I would find outI contacted Bullfrog as this was not the norm for themFor reasons beyond our control bullfrog did not manufacture the tub as they normally due upon receipt of the orderThe old typical procedure is to order the tub, Bullfrog sends an invoice after the tub is manufactured and we pay the bill, they then call with a shipper and we pay that bill and the tub shipsApparently they changed their policyI called *** *** and let him know what I had discovered and we made arrangements to get it delivered as soon as possible so he was well aware of the delayI personally spoke to him well before the tub arrived and he was well aware of why we “held his money”When the tub did arrive at the residence, *** and some other employees and myself delivered the tub down the incline and through the window of his roomIt was by no means a safe or easy delivery but it went off without a hitchWe called *** and confirmed the information on the signed contract and that we had everything, *** never stated anything about the steps or lifter etc as he read off the sales contract and signed invoiceWe set up the hot tub cover, positioned the tub and even took pictures of tub in place, everyone seemed very happy*** *** then made a comment about the cover lifter and the steps*** stated that we would have to get them from the store and he apologized about not having themIn his head he was thinking that they had been ordered with the Hot tub and *** just had not read them off the signed contract, since the homeowner was insistant that he ordered themAfter the delivery *** went back to the Fairmount store and I went to the main store in LiverpoolShortly after arrival in Fairmount *** called me and stated he reviewed the tub design sheets *** *** had made and the receiptIt showed *** *** had not purchased the steps or the cover lifterHe asked what I thought we should doI told him that I would take them out myself and install them because we had said we would and I felt like it would make up for the delay in the shipping since we were going above and beyond as the delay was not our fault and the items were valued at $The following day I arrived and installed the cover lifter and provided the stepsEverything again was great the Reddicks were awesome people and told me that they would love to be references for us and other than the small issue of the time frame they were so happyThey never mentioned the color of the tub being incorrect or any other issue at this pointShortly after this we closed the Fairmount Store for the winter and shut the phones down I went out for a surgery that will leave me laid up unable to return to the store until MarchI have spoke to *** who was moved to our Liverpool store and he has said that he has been in contact with *** *** numerous times*** *** now was claiming that the hot tub he purchased should have included the ozonator, the cover lifter, steps, and a circulation pump*** tried to clarify with *** *** that there was no way that could be the case as he looked at the design sheet from *** *** and the signed sales receipt the dollars matched up so there should be no confusionIt also would have placed the tubs cost over and above the purchase priceHe explained how he had the contract and that it did not state any of that and how we had already given him the cover lifter and the steps for freeHe went over the time frames and dates of the proposals to assure that it was the right tub with the right items and then some*** *** said he would be back in touch with us*** did not hear anything for about a week and then *** *** called again to say he had gotten bullfrog to send him the ozonator for free*** called ***, and *** told *** to let MrRedick know we would be happy to install the Ozonator for free because of the confusion*** *** claims this was not relayed to him unfortunatelyAt this point I thought things had been resolvedThe original spa design *** *** had brought in clearly stated the price of the ozonator, steps, lifter, and circulation pumpThe signed sales receipt and the second tub designed by *** *** is a price match and item match and they do not include those accessoriesWith that explanation and the actual items detailed on paper, I felt this was settled, until I received the Revdex.com letterI did not understand *** ***s concern that I did not introduce myself as the ownerI did introduce myself as *** and I was deferred to by my employees but I did not feel I needed to introduce myself as the ownerI feel that is very vain and in all honesty I had no part in the sales or negotiation of the hot tub, *** is a general manager of one of the stores and the sales person so my being there meant nothing other than a set of hands helping to deliver the hot tub safelyThe other thing is the comment that we have avoided or not returned Bullfrogs calls is absolutely and I have emails to prove that as well as cell phone and store phone logs CoolWaters Position on this matter is as follows: we feel this is a misunderstanding and not a deliberate attempt to connive thousands of dollars worth of items and money from either CoolWaters or BullfrogWe have provided free of charge a set of spa steps retail value of 199.99, a spa lifter for a retail value of and have provided the installation of the ozonator for free worth in service feesThis has all been done again for the inconvenience of the spa not being shipped on time and again we have no control over thatNot one of these items is in the design he created and brought to us for the dollars he paid, nor on the signed contractBullfrog has also provided him with an Ozonator free of charge with a retail valure of All in all ** *** paid for a very nice tub and received over $in accessories not included in his contract or written sales receiptAs of this date I have spoken to *** *** at his house and supervised the installation of the ozonator and personally gone over everything with him as well as having *** present along with the design sheets that *** *** designed himself and the bill of saleWe have come to a agreement and we have provided as stated above the cover lifter, ozone, step and installation free of chargeWe feel this is again an unintentional misunderstanding over what was paid for and what offered in the bill of saleWhichever party made the mistake it has been resolved to the best of everyones abilityMoving forward as a company, CoolWaters has redesigned the invoices and sales procedure in order to alleviate any confusion and now requires not only a signed bill of sale but also a signature on the customer design sheet that item lists everything being purchased and includedI have also asked that our sales personnel follow up with all their sales after the delivery and I am requiring that they do a second follow up call a week after just to make sure there are no issues or concerns after evrything is up and runningAs for our future interactions with *** *** I believe that they will be good and there are no hard feelings by either partyThank you ***