East End Spa and Sauna

Revdex.com: While I totally disagree with East End Spa regarding the events that took place as well as recollections, I will accept the offer of replacement of the cover with measurements taken by East End Spa at a cost of $+ tax including shipping to be paid in full upon delivery of said cover to my home with the proper tie downs installed I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted]

As *** *** has agreed with us, we told him that he needed to re-measure and complete the order form (which we provided him) if he did not want us to measure the spa cover for him for a service fee of $He declined, assuring us that he, "Had it memorized." He then filled out the form with *** in the store, in front of two witnesses; ***, and another customer
The " the data the spa company supplies when they post the selling information" that *** *** refers to contains no relevant information as to the spa dimensions, or cover as we told him at the time.
"The paper that *** showed me with the supposed data that I gave *** was not the paper *** wrote on but rather a new detailed copy of an order form filled out by East End Spas without me being there." - Again, we filled out the form together, at the cashwrap when he notified us that he had "lost" his original
"I also called her from home with the information as to which side the spa cover folds onI further attest that I told her I wanted the tie downs on the two sides of the spa and not one on each corner." - This is correct** *** called and confirmed the measurements, stating that, "The fold should be on the 84" sideWe asked if he was sure since most spa covers fold on the longer side which in his case would be the 90" sideHe confirmed that yes it was the 84" side the fold should be onThis is the same as the information he had given in the store
Where our business is located has no bearing on this case and is irrelevant, as is our partnership with *** ***.
After the fact *** *** continues to state that, "The fold should be on the 84" side", which is exactly where it is*** *** is (still) incorrectly measuring his spa, which is why in the first place we told him that we prefer to measure ourselves, and that if a customer measures themselves they are responsible for their own measurements (which is also stated on the order form)At this point in time *** *** continues to mis-understand the spa measurements which is the crux of the issue
The spa cover manufacturer will not create a new cover for him and ship it for free as they correctly created the spa cover to *** *** measurementsThey are however willing to create a new spa cover skin to replace the one with sub-par stitching and ship that for free which East End Spa Service would install, for freeIf *** *** would like to order a new cover with different measurements than the ones he originally supplied he can do so and that cover would cost $+ tax including shipping which is the least Prestige Spa Covers is willing to charge to try and make *** *** happyPlease keep in mind that the shipping charge alone for the cover is $+ tax
It is unfortunate that this situation has arisen, but East End Spa Service has not contributed in any way to the issues at handPrestige Spa Cover Manufacturing agrees that the stitching is sub-par and is willing to make right on that account, and East End Spa Service has agreed and tried fairly to address that issue at no cost to the customerPrestige Spa Cover Manufacturing has offered generously to create a new spa cover for *** *** at cost to them in order to try and satisfy his changing needs

*** ***,
*** *** first entered our store in mid-April requesting spa service, and also a new cover*** told him that we would Drain, Clean, and Refill his spa, and measure for a cover at the same time and advised him of pricingHe then stopped in again later in
the month (date unknown) and said that he thought he would clean his spa himself* *** asked at that time if we could come over and measure the spa for a new cover*** explained at that time that we charge for field measurement of covers because it takes away from our servicemen's time in the field and *** *** at that time decided that he would rather take the measurements himself* gave him a cover order form and explained the details to him that would enable us to order the correct size cover for him based on his measurements*** explained the nuances of getting the radius corners correct, and the skirt size to ensure that we received a cover that would properly fit his spa.
May ***, *** came to the store to order the cover but claimed to have "lost the order form" but explained that he had the measurements*** was busy at the time with another customer ordering another cover*** directed *** *** at that time to give *** the specifications and that she would help him with the orderAt that time *** explained to *** *** that his measurements needed to be precise and offered him a new order form to take home and fill out*** *** declined to take a new order form confident that he had all of the information that he needed by memory*** took the information that *** *** had and filled it out with him while they were standing at the counter togetherWe concluded the order process and sent the order off to Prestige Spa Cover Manufacturing along with several other orders that same day.
We explained to *** *** that it generally took us about two to three weeks to get covers in and that we would call him as soon as it came in.
On May ***, we called Prestige Spa Cover Manufacturing for a status update and were told to expect delivery on May ***, 2014.
We expected delivery on May ***, and when they did not arrive our staff checked with Prestige and discovered that the shipper, Yellow Freight had lost the shipmentWhen we advised Prestige that the shipment was lost they made an effort to verify that and find the shipment but could not locate itWe asked them to quickly rush out our cover order which they didIt seems that during their haste in getting our order out some of the stitching on *** ***'s cover was not up to standards which we did not discover until after he opened the cover at his home.
*** *** picked up his new cover and brought it homeInstalled it on his hot tub and immediately called the store to tell us that the stitching on the spa cover was sloppy looking*** asked him to please email us pictures so that we could see the issue and forward it to Prestige*** *** stated that it would "be a hassle" for him to email and would only text the images*** Texted *** *** and gave him a cell phone number to text and also provided him with the email address for the businessThis occurred on June ***, 2014.
*** *** sent pictures of the spa cover and then called again to verify that *** had received the pictures and also stated that the fold was on the wrong side of the cover (which he did not state initially)*** texted him back to verify the measurements at this time*** *** texted back almost an hour later to state, "The bend is on the 90" side and should be in the middle of the 84" side." At this point *** told him that she would speak with ***, and with Prestige, she thanked him for his patience and apologized that the cover was done sloppily.
On June ***, *** *** texted more pictures to ***, showing the fold in the coverThe pictures he sent show the fold correctly on the 84" side of the cover which is the way the cover was ordered, and delivered*** was not working in the store that day, and forwarded the pictures to the store's email address.
Spa covers are made of an outer skin which is made of vinyl, and an inner core of Styrofoam which is inserted into the skin through zippered openings.
When *** *** told us that he wanted the fold on the opposite direction of the rectangle (opposite of his original order) the spa cover company refused to replace it because to manufacture a new cover and ship it the way that he now wanted it built would be too costlyWhereas shipping just the skin would be acceptable because of defects
The cover manufacturer, Prestige, agreed to send out a new spa cover skin because of the sloppy stitching which East End Spa would deliver and install for *** ***Because the Styrofoam pieces were not built the way *** *** assumed they would be the cover company would not bear the cost of re-creating and shipping a new cover when *** *** had given incorrect measurementsPrestige stated that since *** *** is responsible for the cover being built incorrectly in the first place they would not replace the entire cover for free.
At this point in time we, and Prestige are willing to give *** *** a new cover skin and install it for him free of chargeOr, if *** *** would like to order a new cover with the fold the way he now says he wants it we have partnered with Prestige and they have offered to manufacture a new cover at a discount of $50.
In over thirty years of experience in the spa business we have never had a single complaint, or issue with a customer involving the Revdex.com.
Attached are screenshots of the text messages that *** *** sent ***.
In the image labeled *** and *** he shows the sloppy stitching
In the image labeled *** he states that the cover has the fold on the incorrect side (But then in *** his measurements show that the cover was ordered to his exact specifications with the fold on the 84" side, clearly showing that he mis-stated the measurements and fold side and continues to do so throughout our interactions).
We have further pictures and correspondence available if the Revdex.com would like to see as there was only room for attachments in this response

Revdex.com: While I totally disagree with East End Spa regarding the events that took place as well as recollections, I will accept the offer of replacement of the cover with measurements taken by East End Spa at a cost of $232.00 + tax including shipping to be paid in full upon delivery of said cover to my home with the proper tie downs installed
 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
, Number 1 is that when I spoke to [redacted] and told her I didn't have the original paper she gave me she said you need to recheck the measurements to make sure your correct. I originally gave [redacted] the model of the Hot springs tub with the data the spa company supplies when they post the selling information. The paper that [redacted] showed me with the supposed data that I gave [redacted] was not the paper [redacted] wrote on but rather a new detailed copy of an order form filled out by East End Spas without me being there. I also called her from home with the information as to which side the spa cover folds on. I further attest that I told her I wanted the tie downs on the two sides of the spa and not one on each corner.
This all said I personally called the cover maker prestige and tried to work out at solution with them since [redacted] was so nasty and told me basically he wasn't going to do anything for me and of course he believed his daughter not me as to what transpired. I believe the company will be willing to make a better solution to the situation if [redacted] takes the time to call them and work this out . I spoke to a very nice and very understanding person [redacted] at Prestige spa covers but she said since I contacted Revdex.com I had to wait for a resolution from the selling vender East End Spas. ([redacted])
Also [redacted] mentioned that he never got a complaint filed with Revdex.com but I must attest to the fact he had sold his original spa business to [redacted] and later took back  the business  from [redacted] and possibly even filed a new business name something I have no idea about.
My request remains the same that Id like a replacement cover with the right tie downs the right bend and the the right one I ordered. I do have a letter from [redacted] on "text" back and forth that really shows she sorry it was wrong and the tone of her apologies to me were very sincere, but I don't know how to print it or send it other then a text ,  till [redacted] must have not liked that it may have cost him something. Im willing to work toward a fair resolve and by the way I was told to use the mis-built cover till they could get me a new one something that I was surprised at .   Sincerely
[redacted]

[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I went to see " [redacted] " the [redacted] of East End Spa and sauna on approximately. May **, 2014 in order to purchase a spa cover for my Hot tub. At the time he sent me back home to get the specs and the type of sauna I had so he could properly order the correct sauna . At the time I returned the [redacted] was out but his assistant was in the store. She took all the information and a deposit for the spa with his daughter [redacted]. Approximately 3 weeks later still no spa. When I called they said it was lost by the carrier and a new cover would be ordered. Considering the fact I had waited so long they reordered the spa cover and and put a rush on it. When it came in I went to the store picked it up and drove home to install it. The moment I took it out of the box I knew it was incorrect. I called the store spoke to [redacted] and told her not only was it wrong, but the stitching was coming out of the cover. The apologized and said they would get the right one and to use the cover till the new one arrived. Well 2 weeks further and still no cover, I text [redacted] and she said to call the store. I called the store and no reply . In between to make sure there were no issues they had me get measurements and were the fold was in the cover. When I didn't receive a response I stopped at the store expecting the issue to be resolved. [redacted]s assistant , apologized again but when [redacted] came out of the back he was rude and told me he wasn't doing anything to resolve the issue , when right away his assistant had told me they were going to replace the cover of the hot tum cover. I told [redacted] I would hire an attorney and notify Revdex.com. I have e mail from [redacted] telling me they made a mistake , his assistant told me they made a mistake and [redacted] was nasty and of no help after I had spent so much money. I also have pictures of the hot tub cover with e mail from [redacted] proving my plightSincerely[redacted]Desired Settlement: At this point I would settle for a complete refund or a new cover with the proper bend and quality considering the stitching was all unraveling the day I picked it up proven by the cover pictures and dates imprinted on the pictures, either would satisfy my issues

Business

Response:

[redacted],

[redacted] first entered our store in mid-April requesting spa service, and also a new cover. [redacted] told him that we would Drain, Clean, and Refill his spa, and measure for a cover at the same time and advised him of pricing. He then stopped in again later in the month (date unknown) and said that he thought he would clean his spa himself. [redacted] asked at that time if we could come over and measure the spa for a new cover. [redacted] explained at that time that we charge for field measurement of covers because it takes away from our servicemen's time in the field and [redacted] at that time decided that he would rather take the measurements himself. [redacted] gave him a cover order form and explained the details to him that would enable us to order the correct size cover for him based on his measurements. [redacted] explained the nuances of getting the radius corners correct, and the skirt size to ensure that we received a cover that would properly fit his spa.

May [redacted], 2014 [redacted] came to the store to order the cover but claimed to have "lost the order form" but explained that he had the measurements. [redacted] was busy at the time with another customer ordering another cover. [redacted] directed [redacted] at that time to give [redacted] the specifications and that she would help him with the order. At that time [redacted] explained to [redacted] that his measurements needed to be precise and offered him a new order form to take home and fill out. [redacted] declined to take a new order form confident that he had all of the information that he needed by memory. [redacted] took the information that [redacted] had and filled it out with him while they were standing at the counter together. We concluded the order process and sent the order off to Prestige Spa Cover Manufacturing along with several other orders that same day.

We explained to [redacted] that it generally took us about two to three weeks to get covers in and that we would call him as soon as it came in.

On May [redacted], 2014 we called Prestige Spa Cover Manufacturing for a status update and were told to expect delivery on May [redacted], 2014.

We expected delivery on May [redacted], 2014 and when they did not arrive our staff checked with Prestige and discovered that the shipper, Yellow Freight had lost the shipment. When we advised Prestige that the shipment was lost they made an effort to verify that and find the shipment but could not locate it. We asked them to quickly rush out our cover order which they did. It seems that during their haste in getting our order out some of the stitching on [redacted]'s cover was not up to normal standards which we did not discover until after he opened the cover at his home.

[redacted] picked up his new cover and brought it home. Installed it on his hot tub and immediately called the store to tell us that the stitching on the spa cover was sloppy looking. [redacted] asked him to please email us pictures so that we could see the issue and forward it to Prestige. [redacted] stated that it would "be a hassle" for him to email and would only text the images. [redacted] Texted [redacted] and gave him a cell phone number to text and also provided him with the email address for the business. This occurred on June [redacted], 2014.

[redacted] sent 8 pictures of the spa cover and then called again to verify that [redacted] had received the pictures and also stated that the fold was on the wrong side of the cover (which he did not state initially). [redacted] texted him back to verify the measurements at this time. [redacted] texted back almost an hour later to state, "The bend is on the 90" side and should be in the middle of the 84" side." At this point [redacted] told him that she would speak with [redacted], and with Prestige, she thanked him for his patience and apologized that the cover was done sloppily.

On June [redacted], 2014 [redacted] texted more pictures to [redacted], showing the fold in the cover. The pictures he sent show the fold correctly on the 84" side of the cover which is the way the cover was ordered, and delivered. [redacted] was not working in the store that day, and forwarded the pictures to the store's email address.

Spa covers are made of an outer skin which is made of vinyl, and an inner core of Styrofoam which is inserted into the skin through zippered openings.

When [redacted] told us that he wanted the fold on the opposite direction of the rectangle (opposite of his original order) the spa cover company refused to replace it because to manufacture a new cover and ship it the way that he now wanted it built would be too costly. Whereas shipping just the skin would be acceptable because of defects.

The cover manufacturer, Prestige, agreed to send out a new spa cover skin because of the sloppy stitching which East End Spa would deliver and install for [redacted]. Because the Styrofoam pieces were not built the way [redacted] assumed they would be the cover company would not bear the cost of re-creating and shipping a new cover when [redacted] had given incorrect measurements. Prestige stated that since [redacted] is responsible for the cover being built incorrectly in the first place they would not replace the entire cover for free.

At this point in time we, and Prestige are willing to give [redacted] a new cover skin and install it for him free of charge. Or, if [redacted] would like to order a new cover with the fold the way he now says he wants it we have partnered with Prestige and they have offered to manufacture a new cover at a discount of $50.

In over thirty years of experience in the spa business we have never had a single complaint, or issue with a customer involving the Revdex.com.

Attached are screenshots of the text messages that [redacted] sent [redacted].

In the image labeled [redacted] and [redacted] he shows the sloppy stitching.

In the image labeled [redacted] he states that the cover has the fold on the incorrect side (But then in [redacted] his measurements show that the cover was ordered to his exact specifications with the fold on the 84" side, clearly showing that he mis-stated the measurements and fold side and continues to do so throughout our interactions).

We have further pictures and correspondence available if the Revdex.com would like to see as there was only room for 4 attachments in this response.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

, Number 1 is that when I spoke to [redacted] and told her I didn't have the original paper she gave me she said you need to recheck the measurements to make sure your correct. I originally gave [redacted] the model of the Hot springs tub with the data the spa company supplies when they post the selling information. The paper that [redacted] showed me with the supposed data that I gave [redacted] was not the paper [redacted] wrote on but rather a new detailed copy of an order form filled out by East End Spas without me being there. I also called her from home with the information as to which side the spa cover folds on. I further attest that I told her I wanted the tie downs on the two sides of the spa and not one on each corner.

This all said I personally called the cover maker prestige and tried to work out at solution with them since [redacted] was so nasty and told me basically he wasn't going to do anything for me and of course he believed his daughter not me as to what transpired. I believe the company will be willing to make a better solution to the situation if [redacted] takes the time to call them and work this out . I spoke to a very nice and very understanding person [redacted] at Prestige spa covers but she said since I contacted Revdex.com I had to wait for a resolution from the selling vender East End Spas. ([redacted])

Also [redacted] mentioned that he never got a complaint filed with Revdex.com but I must attest to the fact he had sold his original spa business to [redacted] and later took back the business from [redacted] and possibly even filed a new business name something I have no idea about.

My request remains the same that Id like a replacement cover with the right tie downs the right bend and the the right one I ordered. I do have a letter from [redacted] on "text" back and forth that really shows she sorry it was wrong and the tone of her apologies to me were very sincere, but I don't know how to print it or send it other then a text , till [redacted] must have not liked that it may have cost him something. Im willing to work toward a fair resolve and by the way I was told to use the mis-built cover till they could get me a new one something that I was surprised at . Sincerely

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As [redacted] has agreed with us, we told him that he needed to re-measure and complete the order form (which we provided him) if he did not want us to measure the spa cover for him for a service fee of $50. He declined, assuring us that he, "Had it memorized." He then filled out the form with [redacted] in the store, in front of two witnesses; [redacted], and another customer.

The " the data the spa company supplies when they post the selling information" that [redacted] refers to contains no relevant information as to the spa dimensions, or cover as we told him at the time.

"The paper that [redacted] showed me with the supposed data that I gave [redacted] was not the paper [redacted] wrote on but rather a new detailed copy of an order form filled out by East End Spas without me being there." - Again, we filled out the form together, at the cashwrap when he notified us that he had "lost" his original.

"I also called her from home with the information as to which side the spa cover folds on. I further attest that I told her I wanted the tie downs on the two sides of the spa and not one on each corner." - This is correct. [redacted] called and confirmed the measurements, stating that, "The fold should be on the 84" side. We asked if he was sure since most spa covers fold on the longer side which in his case would be the 90" side. He confirmed that yes it was the 84" side the fold should be on. This is the same as the information he had given in the store.

Where our business is located has no bearing on this case and is irrelevant, as is our partnership with [redacted].

After the fact [redacted] continues to state that, "The fold should be on the 84" side", which is exactly where it is. [redacted] is (still) incorrectly measuring his spa, which is why in the first place we told him that we prefer to measure ourselves, and that if a customer measures themselves they are responsible for their own measurements (which is also stated on the order form). At this point in time [redacted] continues to mis-understand the spa measurements which is the crux of the issue.

The spa cover manufacturer will not create a new cover for him and ship it for free as they correctly created the spa cover to [redacted] measurements. They are however willing to create a new spa cover skin to replace the one with sub-par stitching and ship that for free which East End Spa Service would install, for free. If [redacted] would like to order a new cover with different measurements than the ones he originally supplied he can do so and that cover would cost $232.00 + tax including shipping which is the least Prestige Spa Covers is willing to charge to try and make [redacted] happy. Please keep in mind that the shipping charge alone for the cover is $136.00 + tax.

It is unfortunate that this situation has arisen, but East End Spa Service has not contributed in any way to the issues at hand. Prestige Spa Cover Manufacturing agrees that the stitching is sub-par and is willing to make right on that account, and East End Spa Service has agreed and tried fairly to address that issue at no cost to the customer. Prestige Spa Cover Manufacturing has offered generously to create a new spa cover for [redacted] at cost to them in order to try and satisfy his changing needs.

Consumer

Response:

While I totally disagree with East End Spa regarding the events that took place as well as recollections, I will accept the offer of replacement of the cover with measurements taken by East End Spa at a cost of $232.00 + tax including shipping to be paid in full upon delivery of said cover to my home with the proper tie downs installed

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,