Initial Business Response /* (1000, 5, 2016/06/17) */
***
At Fun Center Pools & Spas, we strive to conduct business at the highest level of professionalism and transparency to provide
the customer with the assurance that they will be taken care of and provide the clearest picture as to what owning a pool or hot tub entailsDespite this we will make mistakes and we do our best to correct them fully and in a timely manner
Like all customers *** and *** had many questions about owning a hot tub including what does it take to maintain them, how do they get installed, and suchLike most of our recent sales we communicated through multiple channels; email, Facebook, phone, and eventually they stopped in the the store to see the display model in personNothing out of the ordinaryAfter some back and forth negotiating on the price, *** and *** took advantage of our promotion receiving the Hot Spot Relay with a free upgrade from the Basic Package to the Essentials PackageAs part of the negotiating, *** and *** agreed to purchase the display model for a final amount of $5,by either cash or check and on 5/20/they secured the hot tub by paying with a check
After the sale *** reached out asking if we offered a water hauling service due the hard water at there houseWe informed her, as we do with all pool and hot tub customers, that we do not haul water but could coordinate the timing and the water hauler will bill them directlyThey accepted those terms and we scheduled the water hauling
The afternoon before the delivery we informed *** that the water hauler may not make it on the day of the delivery due to recent issue with getting water that had caused jobs to get backed upThen on Friday 6/3/we delivered the hot tub to *** and ***That afternoon we received a voicemail and email from *** with questions about the delivery pertaining to the water, the missing owners manual, and a potentially missing jetVia email we confirmed that the jet in the picture was correct and explained that it is a return jet for the ozonatorLater via phone *** agreed that we would mail the owners manual Saturday 6/4/and we would pass along an update about the water as soon as we heard from our water haulerSaturday morning at 10:00am, when the store opened, *** picked up the owners manual
On Monday morning 6/6/we received a phone call from ***s, the manufacture of Hot Spot Spas, about a customer that expressed a bad experience with the hot tub purchase and deliveryLater that morning we also received an email from *** expressing the same things ***s informed us ofWe followed up with *** that day to better understand the frustration and found that they felt mislead because the floor model showed a bluetooth audio system and they did not receive itWe apologized and explained that the bluetooth audio was not included on the hot tub but rather an optionWe also checked the brochures for a misprint about the audio, the display sign to see if there was a misprint on the accessories included in the essentials package, and the signed sales order, all of which showed the bluetooth audio was an option and not includedHowever, we recognized that it may have been confusing to see the display model with the optional audio system, even tho it was not part of their sale, and because of the expense they incurred by sourcing there own water prior to the water hauler arriving the following morning, so on 6/7/we agreed, over the phone, to install the bluetooth audio system at no additional charge to *** and ***We asked for 1-weeks to do the installation due to the extremely high work load for our service technicians to which *** agreed
On 6/15/and 6/16/we planned to install the bluetooth audio system but due to unforeseen issues on earlier jobs and weather the service technician were not able to install the audioOn 6/17/a voicemail was left with *** and *** to confirm that the service technician would be heading to perform the installation until we cancelled it due receiving a Revdex.com complaint from ***
We do not wish for any of our customers to have a poor experience, but do recognize that from time to time it will happen so we do our best to resolve the issues and correct the problemsWe have continually tried to meet the requests of *** and *** and will continue to, with in reason, until this is resolved and they are satisfied with the purchase and services performed
Initial Consumer Rebuttal /* (3000, 7, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As offered by Mike G***, owner of Fun Center Pools and Spas,I am willing to return the hot tub next week minus the amount of $from my total purchase price of $5,to cover delivery charges and chemical useI will agree to this as long as the company confirms a scheduled pick up and gets here by next week to remove the hot tub and pays me the total amount of $5,via Fun Center Pools and Spas company check
Final Business Response /* (4000, 9, 2016/06/24) */
Fun Center Pools has offered to return the hot tub and refund customer by company checkThe hot tub is scheduled for pick up on Thursday, June 30th
Final Consumer Response /* (2000, 12, 2016/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Fun Center made it clear they would only take back the misrepresented hot tub if I agreed to let them keep to cover delivery and chemicalsI do not feel this is a fair amount but it was the only way they would take it back
I am not satisfied at all with this except the fact that I no longer have to work with themSince free chemicals and delivery were part of our original cost, I am sure they will make money on this either way,and they care very little we lost money because of their dishonesty
I will go ahead and close this because they are unwilling to be fair but I am in no way satisfied and to save others this hassle I will leave appropriate feedback
Initial Business Response /* (1000, 5, 2016/06/17) */
***
At Fun Center Pools & Spas, we strive to conduct business at the highest level of professionalism and transparency to provide
the customer with the assurance that they will be taken care of and provide the clearest picture as to what owning a pool or hot tub entailsDespite this we will make mistakes and we do our best to correct them fully and in a timely manner
Like all customers *** and *** had many questions about owning a hot tub including what does it take to maintain them, how do they get installed, and suchLike most of our recent sales we communicated through multiple channels; email, Facebook, phone, and eventually they stopped in the the store to see the display model in personNothing out of the ordinaryAfter some back and forth negotiating on the price, *** and *** took advantage of our promotion receiving the Hot Spot Relay with a free upgrade from the Basic Package to the Essentials PackageAs part of the negotiating, *** and *** agreed to purchase the display model for a final amount of $5,by either cash or check and on 5/20/they secured the hot tub by paying with a check
After the sale *** reached out asking if we offered a water hauling service due the hard water at there houseWe informed her, as we do with all pool and hot tub customers, that we do not haul water but could coordinate the timing and the water hauler will bill them directlyThey accepted those terms and we scheduled the water hauling
The afternoon before the delivery we informed *** that the water hauler may not make it on the day of the delivery due to recent issue with getting water that had caused jobs to get backed upThen on Friday 6/3/we delivered the hot tub to *** and ***That afternoon we received a voicemail and email from *** with questions about the delivery pertaining to the water, the missing owners manual, and a potentially missing jetVia email we confirmed that the jet in the picture was correct and explained that it is a return jet for the ozonatorLater via phone *** agreed that we would mail the owners manual Saturday 6/4/and we would pass along an update about the water as soon as we heard from our water haulerSaturday morning at 10:00am, when the store opened, *** picked up the owners manual
On Monday morning 6/6/we received a phone call from ***s, the manufacture of Hot Spot Spas, about a customer that expressed a bad experience with the hot tub purchase and deliveryLater that morning we also received an email from *** expressing the same things ***s informed us ofWe followed up with *** that day to better understand the frustration and found that they felt mislead because the floor model showed a bluetooth audio system and they did not receive itWe apologized and explained that the bluetooth audio was not included on the hot tub but rather an optionWe also checked the brochures for a misprint about the audio, the display sign to see if there was a misprint on the accessories included in the essentials package, and the signed sales order, all of which showed the bluetooth audio was an option and not includedHowever, we recognized that it may have been confusing to see the display model with the optional audio system, even tho it was not part of their sale, and because of the expense they incurred by sourcing there own water prior to the water hauler arriving the following morning, so on 6/7/we agreed, over the phone, to install the bluetooth audio system at no additional charge to *** and ***We asked for 1-weeks to do the installation due to the extremely high work load for our service technicians to which *** agreed
On 6/15/and 6/16/we planned to install the bluetooth audio system but due to unforeseen issues on earlier jobs and weather the service technician were not able to install the audioOn 6/17/a voicemail was left with *** and *** to confirm that the service technician would be heading to perform the installation until we cancelled it due receiving a Revdex.com complaint from ***
We do not wish for any of our customers to have a poor experience, but do recognize that from time to time it will happen so we do our best to resolve the issues and correct the problemsWe have continually tried to meet the requests of *** and *** and will continue to, with in reason, until this is resolved and they are satisfied with the purchase and services performed
Initial Consumer Rebuttal /* (3000, 7, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As offered by Mike G***, owner of Fun Center Pools and Spas,I am willing to return the hot tub next week minus the amount of $from my total purchase price of $5,to cover delivery charges and chemical useI will agree to this as long as the company confirms a scheduled pick up and gets here by next week to remove the hot tub and pays me the total amount of $5,via Fun Center Pools and Spas company check
Final Business Response /* (4000, 9, 2016/06/24) */
Fun Center Pools has offered to return the hot tub and refund customer by company checkThe hot tub is scheduled for pick up on Thursday, June 30th
Final Consumer Response /* (2000, 12, 2016/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Fun Center made it clear they would only take back the misrepresented hot tub if I agreed to let them keep to cover delivery and chemicalsI do not feel this is a fair amount but it was the only way they would take it back
I am not satisfied at all with this except the fact that I no longer have to work with themSince free chemicals and delivery were part of our original cost, I am sure they will make money on this either way,and they care very little we lost money because of their dishonesty
I will go ahead and close this because they are unwilling to be fair but I am in no way satisfied and to save others this hassle I will leave appropriate feedback