Holiday Hot Tubs

Review: We purchased a new heater for our hot tub through Holiday Hot tubs and they also installed it for the price of $[redacted] on May 12, 2014. It broke on July 21st (2 months and 9 days later). He came and took the new heater out and claims he sent it back to the company. Owner is claiming it is not under warranty from the company he purchased it from. He will not supply us with the name and phone number from where he purchased it or return our phone calls. He has now removed 2 heaters from our hot tub and has them in his possession.Desired Settlement: I am requesting the company name, address, phone number and receipt for the new heater he purchased. I am also requesting the old heater he removed from our hot tub on April 24th. I would like a new heater installed at no charge or a refund of $[redacted].

Consumer

Response:

complaint ID [redacted] has not been resolved at this time, He did not respond to us until we wrote a letter to him stating we would file a complaint or contact a lawyer if he did not respond. The owner did contact us when he received the letter and met with us at his shop. He gave us the heater we purchased which he said was damaged due to chemical corrosion and said there was nothing else he could do. He would not give us the receipt for the purchase nor give us the company information from where he claims he purchased it. [redacted] was all he would tell us. He also said he did not have our old heater he previously removed. He also said there was no sense in calling them because they would not talk to us. He said we could contact the manufacturer but he could do nothing else for us. I researched [redacted] and they would not talk to us to verify there was chemical corrosion. I then wrote a letter to the manufacturer [redacted]. They had me send them pictures of the heater and this was there response:

Thank you for sending me the picture. From what I can see I do not see any chemical corrosion however we have to physically see it and test it to know what the problem is. I am issuing an RMA to have you return the heater to us (see attachment). Once it has been inspected I will contact you with the Inspection Report. If it’s a defect that is covered under warranty we will send you a replacement heater. If it’s something else, we will discuss your options further. Our address is on the RMA. Please include a copy of this document in the box.

I apologize for the inconvenience. Let me know if you have any questions.

[redacted], [redacted]

I then returned the heater to them and this was their response:

Good afternoon[redacted],

We tested your heater and found that the element failed. We will replacement the element with a new one and return your heater to you. I will let you know early next week when it will ship to you.

Sorry for the inconvenience this has caused you.

It is now obvious that [redacted] from [redacted] lied about sending the heater to the company since it was not chemical corrosion. I have documentation for all of this. How many other people has he done this too and had them purchase yet another heater? He charged us $[redacted] for the heater...$[redacted] service call and $[redacted] labor for this heater for a total of $[redacted] including tax. He will not provide a receipt for how much the heater actually did cost so I have no idea if he overcharged me for that item. I will be getting my heater back from the company but now have to pay someone to install. [redacted] has been very deceptive in their dealings with us and I no longer want to have any more dealings with them. They have lied to us and tried to cheat us out of more money by lying about the heater that was under warranty. I would not recommend this company to anyone. I would appreciate it if you could put an alert on your website about this company so other customers know to watch out for.

Thank you for your help in this matter.