Delta Distributors Inc.

Since we have received the original complaint we have contacted Jacuzzi and have been brought back into the loop. Again, we were unaware that the spa was not in working order until this complaint came in, because Mr. [redacted] had chosen to work directly with Jacuzzi for the past few months. Now that we are up to date on the situation we have been communicating daily with Jacuzzi to find a solution. On August 27th 2015 Jacuzzi determined the best solution would be to replace the spa, which was one of the customers original desired settlements he listed here at the Revdex.com. Mr. [redacted] was informed of the solution.

Complaint: 10720793
I am rejecting this response because:  In response to Mr. [redacted]' letter to the Revdex.com on August 10, 2015, we would like to bring all parties involved up to date.  As of today, the spa is not working and has not worked properly since delivery.  We are aware that Hill Country Pools & Spas has been there for us on the numerous times we have called with a problem, but every time the spa was repaired, it experienced another problem, sometime later the same day or maybe a few days later.  We felt that we had to take the next step and go to Jacuzzi Customer Service.  On May 21, 2015, we talked with Mr. [redacted] at [redacted] and he said that he would try to resolve our problems.  Mr. [redacted] also said that he would contact Hill Country Pools & Spas directly so that we wouldn't have to call them every few days.  If, in fact, Mr. [redacted] has not contacted Hill Country Pools & Spas, we suggest that they contact him as soon as possible.  As for not discussing our problems with the owner of the company, Mr. [redacted], we have tried on at least 4 different occasions, asking various employees, including Mr. [redacted], to please have him call us to discuss our situation.  But he will not return our calls.  We want to reiterate the fact that we have no animosity toward Hill Country Pools & Spas or anyone associated.  We just want a spa we can use and enjoy!
Regards,
[redacted]

Aug 10, 2015 Dispute Resolution Specialist Revdex.com Corporate Office 1005 La Posada Drive Austin, TX 78752 We can understand the customer’s frustration, as this letter frustrates us also. Despite this shared frustration, we have made every effort to fix problems as they arose to leave this customer...

happy with a working tub. In fact, since our last service call in early June, we have had no report of the tub having issues. We have also checked with Jacuzzi, who had likewise had no report of issues.  In response to the customer’s statements, of the tub having been defective from delivery.  Per the customer’s instructions, we delivered the tub before electricity was available, so that a building could be built around the tub. During electrical hookup by electrician, a sensor was knocked loose which kept the tub from operating. I personally and promptly drove up to fix this. It is true that the tub started having issues several months later. In each instance we followed manufacturer’s guidelines for repair as dictated by their warranty coverage and Technical support team. As always, we will be happy to work toward the resolution of any issue conveyed by our customers, following the manufacturer’s recommendations for their warranty. Even if this customer chooses not to work with us, their warranty coverage is from one of our nationally known and reputable manufacturers. Once again, we must have issues conveyed to us so that we can plan accordingly and talk with our manufacturers to find a solution. We have responded to every issue thus far and will continue to do so. [redacted] does not have an active role in day to day operations nor had he received any correspondence from the customer. Please update our active emails to [redacted] and [redacted]. These are active and long standing emails from which we correspond.  Your call today of this customer complaint came as a shock. Our phones and address have remained the same since the 1990’s, and is where we receive our monthly Revdex.com trust talk newsletter.   Cordially,   [redacted] Copy: [redacted]