Everything Hot Tubz

We do not install the UL Listed Safety straps as we are not permitted to by our insurance, nor should anyother hot tub company.  I am sorry if we did not properly explain that, because they are safety straps and not wind straps our insurance does not cover the liability and ALL local hot tub companies have been instructed by insurance companies and their cover suppliers not to install them.  I will make sure screws are mailed right away.

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.
Sincerely,
[redacted]

I believe this matter is being resolved/resolved.  There was a broken button and the button was discontinued so it took much more repair then anyone would have hoped.  We have been out to her house about 6 times since the purchase and are extremely sorry these events happened.  We do...

in fact inspect every tub and even though it seems like big problems it was a temp down button that 99/100 would be an extremely easy fix, but unknown to us the manufacturer stopped making that part.  We have offered Jennifer a great deal on trading that tub out for another and just waiting to hear back.We try to answer every call the same day but depending on time and day of call sometimes that is not possible.  I ([redacted] the owner Everything Hot Tubz) have given [redacted] my personal cell phone number and have spoken to her off hours after she is off work to try and help this process along.  I believe Jennifer can see we are doing our best to give her a great working hot tub and just seeing what she wants to do from here.

First I apologize for long time in response, I believe your (Revdex.com) email had gone to spam.  When I learned about this problem the other day, we had contracted a subcontractor to do repair work for Mr [redacted]. We tried doing it ourselves in the beginning but our staff determined the work was beyond...

our skillset and we needed to hire a specialist.  We have the email thread, we were invoiced by him later that month (we had him do a few jobs)  We dropped the ball because we assumed that was one of them and had filed the backorder repair as done.  I have contacted [redacted] to set up the contractor coming back out.  We are sincerely sorry this has taken so long and did not intend to have him waiting.

Complaint: [redacted]
I am rejecting this response because: it is clear that this business is not interested in doing the right thing by their customers.  I have no experience securing screws to the side of a hot tub.  If I were to puncture the tub due to incorrect placement of the screws, they would not take responsibility.  I have secured the hot tub cover arm to the deck creating a very stable and secure method of opening and closing the hot tub cover.  They can keep their 10 cent screws!  In one word my experience with this company has been AWFUL!  I would NOT recommend them to ANYONE.  I hope anyone reading this post, takes my complaint seriously before purchasing a hot tub from this company.  I encourage anyone interested in purchasing a hot tub from this company to call me BEFORE they make a purchase.  I have NEVER heard from the owner himself.  Very disappointing and bad business and customer service.  In my opinion, they deserve an F rating!  There is never any excuse for bad customer service!
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/07/21) */
I got an email claiming we broke something on a free removal. I responded. My delivery guys (which admit to when they damage things) said the plastic junction that would need to be removed by an electrician anyway once the hot tub was removed...

was broken. This is not something we did, this is also something that would need to be removed regardless of broken or intact but it is a small plastic piece that is commonly broken. We did not touch that piece and could have not broken it. The piece in question is a 10 dollar part and does not need to be replaced. I believe the [redacted] family is trying to get something for nothing.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
We have no email, or phone, records of receiving a response from anyone at Everything Hottubz. If they did send a response, it was not to our emails.
Also, I have photos of the electrical junction box prior to the hottub removal and it was fully intact/no broken parts.
Given the lack of integrity, by EH, we will choose to use other methods to spread the word that they are not an ethical company.
Final Business Response /* (4000, 17, 2015/09/18) */
We recycled their hot tub,they needed the electrical piece they claim we broke removed regardless. My guys are always told to admit fault of anything they break. We just had to pay 600 dollars a few days ago for damage. It can happen, in this instance I dunt believe we broke anything and even if we did, the customer needed to have it removed by an electrician regardless of condition. I'm not sure why they are mad at us and in numerous emails they have failed to answer why they are mad.
Final Consumer Response /* (2000, 19, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Cannot provide reason

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11101570, and find that this resolution is satisfactory to me. I await the deliver of the new hot tub, and if satisfactory, the complaint is resolved.  If delivery or quality is not acceptable, I will notify the Bureau.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/11/13) */
I am unsure how to respond. [redacted] bought a hot tub from a company who is not local. They called and asked us if we could help her and her tub. We had no idea how difficult it would be getting parts etc from them. Every hot tub manufacturer in...

the industry uses an online parts system, Master Spa uses carbon copy paperwork that I have to MAIL...not even email. I am sorry [redacted] purchased a tub with zero local support and we were trying to help her and did not know what we were getting ourselves into. We will no longer be touching that brand of spa. I think her real qualm should be why a company would sell something they cannot service, she spent thousands with them and $95 with us...had we had the parts of a company who was easy to work with she would have gotten her tub fixed much sooner. We did not make her spa, we are not partners of Master spa and I believe her anger is misdirected. Had she purchased the spa from us or a local company they do their own service, have their own parts and are willing to do free service work when they had made the profit on the sale of the tub. I just feel bad for the customers who get tricked like she did and buy something that no one locally wants to service because they are an impossible company to deal with.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Master Spas has stated that everything hottubz can call them to be paid their travel time however are not to charge us and are to refund us for Master Spa is only authorized to pay a dealer direct for warranty repairs not us the customer. They even had me provide proof of payment for they could not believe everything hottubz would charge us. We will not drop case on getting our 95$ back and this will go further if necessary so please refund the 95$ that master spa will refund you on also .
Final Business Response /* (4000, 10, 2015/11/17) */
If Ms [redacted] reads her contract with Master Spas is clearly states travel charges can and will be charged. Master Spas can refund her $95. She did not buy the spa from us and Master Spa does not pay travel, if they want to pay for future travel they should make us aware. I ask she read her contract she signed with them. We will no longer be working on these spas as they are very problematic and a very difficult company to work with and get parts from. Sorry Ms [redacted] is stuck with their product as they have no local service and we are not the only company who they have made look bad.

Complaint: [redacted]
I am rejecting this response because: I requested that the business mail the screws.  I am waiting for the screws to arrive.  I spoke to [redacted] who identified himself as the owner of the business, not the other person named in their reply.  As for the securing the hot tub cover latches they completely ignored the request to attach these latches to the hot tub.  As I stated in my earlier compliant, prior to delivery of the tub cover, it should have been reviewed to ensure the cover was the proper fit for the tub being delivered.  This was not done.  The hot tub cover latches were not secured.  And with as many hot tub cover installations that are completed, having a few common spare parts would be a wise business decision.  It is unclear if the puppy actually did remove the screws from the bag.  What is very clear to me, as a consumer it is rude to suggest that my business is less than acceptable because they "only made $200 on the sale."  Irregardless of their profit margin, they have a responsibility to their customers and failed in this case.  Why did they not attach the hot tub cover latches to the hot tub?  This is an incomplete installation, very rude employee to suggest my sale is not worthy of proper follow through because they "only made $200 on my sale," and if the owner was aware of this issue, why did he not pick up the phone himself and contact me directly to work through this issue.  Very poor customer service once again, from the owner himself.  Thank you.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/07/21) */
We apologize [redacted] has had issues with his tub. His problems he reported were due to user error and yes we would have had to charge to travel to his home to tell him this. The tub was overfilled and caused a leak through the air valve. The...

leak stopped leaking when the water was brought down and water had cleared the line. His error code was from an airlock that can happen on initial fill, he had needed to fill t. It is a very easy fix. We walked him through the issues and to the best of our knowledge his hot tub was running fine and still is. We drain the tubs minutes before being loaded for delivery. Yes we had 3 people out of town this weekend and told him we were unable to get to him til late this week as we have many other customers we had previously scheduled. If he viewed us as rude on the phone we always try to treat everyone nicely but sometimes you have to tell a customer the truth and I guess that can come off harsh. The tub was not broken and he needed to take ownership of it. Even if be bought a new one and not a used one he would still need to not overfill it and clear an airlock.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The hot tub was never over filled the leak came form a hose that I had to repair myself! Also the company when they tested the tub did not hook back up the heater as I found out when I opened it up and decided I would fix it myself. All repairs were made by me including the jets that didn't work. Everythinghottubz did nothing at all but tell me they were going to charger me for something that did not work from the beginning. Maybe I should charge them for parts and labor? being I did all the work to get my tub up and running. Thanks again for nothing.
Final Business Response /* (4000, 10, 2015/08/05) */
The customer admitted he overfilled the tub to us on the phone, his jets started working when he got an air bubble from the pump after we explained how to do it. I would like to know what "hose repair" he made when he owns a Jacuzzi tub, you cannot buy the size or type of hose at [redacted] or other consumer stores, so what could he have really done to stop a leak? Did he buy the glue, primer, pvc cutting tools and hosing or what was leaking? This is the first we have heard of his heater being disconnected. We run every tub both before sale and prior to delivery, draining the morning of...why would we not? We sell hundreds of these a year and offer warranty WHEN THE TUB IS ACTUALLY BROKEN. He does not want a resolution just wants to bad mouth us. I am unsure what my response is supposed to be.
Final Consumer Response /* (4200, 12, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I the customer never ever stated That I had overflowed my tube. I have had tubes in the past and know how to fill and care for them. And I did tell you about the leak and the heater problem I am very sorry if you not listing because you were to busy talking over me and telling me basically that my problems would be resolved on your time and that you going to charge me a hefty fee to come out and take care of problems I feel should have been corrected at the time of so called inspection.
Understand me clearly please I am not on here to bad mouth you. I just don't want other consumers to go through the same problems I am having. All I was asking your company to do is to take care of the issues with the tub. nothing more. being that I had just bought it. It kind of your company buying a work truck and use it for your first delivery then it breaks down. Don't tell me you are not going to call the dealer and ask him to take care of the problem. ( Side note I am due four pillows and a cover for my tub that I have yet to receive or even be contacted about.