Five Star Ventures, LLC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.There is no blown fuse, yet for three days they refuse to accept this, and I plan to subpoena the electrician if I am forced to go to court over thisFirst of all, Pristine Spas referred this electrician, and electricians do not work with power on so they could not have caused thisSecond, the electrician checked the fuses when the tub would not energize after their workThird, Pristine Spas has adamantly refused to replace this supposedly blown fuse and stand by their product, and have not attempted to do anything until I pressed, and that is not the kind of business that I care to supportRegards, [redacted]

After reviewing [redacted] complaint we take full responsibility and offer our most sincere apologies for failing to complete the work, failure to communicate and failure to follow through with promises and timelinesUnfortunately, our company was in a transition at the time that [redacted] hired us to make the repairs on his hot tub and some of our policies and procedures were not upheld, thus, leading to giving unsatisfactory serviceThis situation has been addressed internally and new best practices have been put in place to ensure that situations like these do not repeat themselvesThe owner of Pristine and myself have both attempted to contact [redacted] directly to offer our apologies and we will continue to reach out to him in hopes to mend the relationship

I apologize for not stating this in my previous response but the invoice that [redacted] received will be voidedTherefore, he is not responsible for the $In regards to his issue with the person that is submitting these responses (***) and the phone calls attempted by (***) and the owner of Pristine Backyards (***)I can not state for sure if [redacted] left a voicemail or not but he did state that he attempted to contact [redacted] but was going to wait to reach out a second time until we received a Revdex.com responseI completely understand [redacted] not returning the call due to the recommendation of the Revdex.com [redacted] is correct that [redacted] did not attempt to contact him yetThis is because I wish to have either [redacted] or myself be the direct point of contact with [redacted] until this issue is resolved [redacted] has taken full responsibility and will be in touch with [redacted] to offer his apologies as soon as the Revdex.com gives the green light to have direct communication

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaintI truly appreciate Pristine Pool and Spas accepting full culpability in their customer service, work promised, lack of communication, etc The issue of the bill they sent me was not addressed in their response The bill they sent me was clearly addressed in my original complaint I also have a minor issue with the person that submitted the response, in that it was claimed that both she and owner attempted to contact me (after the Revdex.com complaint was filed) in an effort to resolve my complaint [redacted] , is the only one that called me I kept the voice mail [redacted] made no attempt to call me Regards, [redacted]

Pristine Backyards had a change of personnel in January [redacted] ***, the manager over the service department left and unfortunately did not take care of this invoiceI was not aware of the situation behind it, so I sent a letter of explanation of [redacted] departure and that I was trying to fill in for herI did send out a copy of any invoices that were showing as unpaid at the time to all customersI suspected that a customer or might contact me to discuss the invoices that were sent out and I would take care of themThis particular invoice has been reversed in our systemThere is nothing currently owing on this accountI do apologize for the misunderstandingI have taken care of everything on our side now.Sincerely***

We delivered this hot tub on 11/9, the customer called on the afternoon of the 10th stating that his Electrician was just over to hook up the tub and could not get it workingOur Spa Manager went out first thing Wednesday (11th) morning to diagnose the issue and found that the fuse had been blown
He was unable to get in touch with the customer on Wednesday but did so the following dayHe explained the reason for the hot tub not working was due to the blown fuse and that this is most likely a result of something the electrician didHe told him where he could purchase the fuse and that he could walk him through changing it or he would come back out and switch it for himWe requested that *** *** contact us the following morning to let us know how everything worked out. *** *** contacted me this morning (11/13) demanding that we pick up the tub and give him a full refund because we sold him a broken tubHe said that he had already contacted the Revdex.com and contacted his Credit Card company to reverse the charges. When I asked about the blown fuse, he said we were lying and that nothing was wrong with fuse, yet he never tried to replace it. I asked him if he was willing to let us come out to replace the fuse, if it works then he keeps the tub, if it doesn't then we will give him a full refund. He said absolutely not. I ended the conversation by letting him know that I needed to discuss the situation with the owner of the company and I would be back in touch shortlyWe have since reached out to him twice and he has not returned our calls
We have not gone more than hours without being in contact with this customerWe were out to his house within hours to diagnose the issue after it was brought to our attention. We explained the issue and that it has nothing to do with the hot tub and everything to do with his electricianWe even offered to fix it for him. He has refused to listen or to accept our help and just demands a refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.There is no blown fuse, yet for three days they refuse to accept this, and I plan to subpoena the electrician if I am forced to go to court over this. First of all, Pristine Spas referred this electrician, and electricians do not work with power on so they could not have caused this. Second, the electrician checked the fuses when the tub would not energize after their work. Third, Pristine Spas has adamantly refused to replace this supposedly blown fuse and stand by their product, and have not attempted to do anything until I pressed, and that is not the kind of business that I care to support. Regards,
[redacted]

After reviewing [redacted] complaint we take full responsibility and offer our most sincere apologies for failing to complete the work, failure to communicate and failure to follow through with promises and timelines. Unfortunately, our company was in a...

transition at the time that [redacted] hired us to make the repairs on his hot tub and some of our policies and procedures were not upheld, thus, leading to giving unsatisfactory service. This situation has been addressed internally and new best practices have been put in place to ensure that situations like these do not repeat themselves. The owner of Pristine and myself have both attempted to contact [redacted] directly to offer our apologies and we will continue to reach out to him in hopes to mend the relationship.

Pristine Backyards had a change of personnel in January. [redacted]. [redacted], the manager over the service department left and unfortunately did not take care of this invoice. I was not aware of the situation behind it, so I sent a letter of explanation of [redacted] departure and that I was trying to...

fill in for her. I did send out a copy of any invoices that were showing as unpaid at the time to all customers. I suspected that a customer or 2 might contact me to discuss the invoices that were sent out and I would take care of them. This particular invoice has been reversed in our system. There is nothing currently owing on this account. I do apologize for the misunderstanding. I have taken care of everything on our side now.Sincerely[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. I truly appreciate Pristine Pool and Spas accepting full culpability in their customer service, work promised, lack of communication, etc.  The issue of the bill they sent me was not addressed in their response.  The bill they sent me was clearly addressed in my original complaint.  I also have a minor issue with the person that submitted the response, in that it was claimed that both she and owner attempted to contact me (after the Revdex.com complaint was filed) in an effort to resolve my complaint.  [redacted], is the only one that called me.  I kept the voice mail.  [redacted] made no attempt to call me.  Regards,
[redacted]

I apologize for not stating this in my previous response but the invoice that [redacted] received will be voided. Therefore, he is not responsible for the $399.13. In regards to his issue with the person that is submitting these responses ([redacted]) and the phone calls attempted by ([redacted]) and the owner of Pristine Backyards ([redacted]). I can not state for sure if [redacted] left a voicemail or not but he did state that he attempted to contact [redacted] but was going to wait to reach out a second time until we received a Revdex.com response. I completely understand [redacted] not returning the call due to the recommendation of the Revdex.com. [redacted] is correct that [redacted] did not attempt to contact him yet. This is because I wish to have either [redacted] or myself be the direct point of contact with [redacted] until this issue is resolved. [redacted] has taken full responsibility and will be in touch with [redacted] to offer his apologies as soon as the Revdex.com gives the green light to have direct communication.

We contacted the customer directly and set up an appointment to meet with him the following day. We addressed and resolved the issue and the customer is now satisfied.  [redacted]