Hot Spring Spa of North County

As I said in my previous letter, “We were going to go out at a later date and re-set spa on the leveling shims”, this Mrs [redacted] was told, but she chose not believe usI made the commitment regardless of her letters to ***, Revdex.com, and [redacted] MftOn Saturday, January 9, 2016, I had men in Oceanside and we stopped and re-set the spa, because we had the proper man power to man-handle this spa (lbs or more)So the spa is re-set and ready for Mrs [redacted] fill with water and use, even though she made it clear she did not believe we were going to doWe also had a man there to work on the small stain that gat accidently dripped on her cement.It should be noted, that because of this situation, we will never as a company offer “a economical” service as thisWe have never faced a situation as this before, and we performed over 10,service calls (paid) and 12, warranty calls (not paid)So after years, we are going to modify our policy on in-yard repair of this kind, and will never do this kind of repair anymore in a backyard.Mrs [redacted] in her letter to you said what she thought the invoice is----attached is a copy of the invoice, and it is as it is, no change from our first letter to Revdex.com.This is the invoice, trips plus parts: 1st trip was the evaluation trip to the house to determine what and where the problem is---this was not paid2nd and 3rd trips, the actual repair of the spa This is the amount Mrs [redacted] was told is due by me on the telephone, the initial trip Mrs [redacted] believes is free, it was not---this dollar amount was and has been the amount due from the beginning.HOWEVER!!! AS I SAID TO MRS [redacted] , WE HAVE WRITTEN THE INVOICE OFF TO “0”----THERFORE MRS [redacted] GAT WHAT SHE WANTED, A REAL ECONOMICAL REPAIR---NOTHING IS DUE, IT IS WRITTEN OFF.I hope this answers the questions [redacted]

As I said in my previous letter, “We were going to go out at a later date and re-set spa on the leveling shims”, this Mrs. [redacted] was told, but she chose not believe us. I made the commitment regardless of her letters to [redacted], Revdex.com, and [redacted] Mft. On Saturday, January 9, 2016, I had 4 men in Oceanside and we stopped and re-set the spa, because we had the proper man power to man-handle this spa (1000 lbs or more). So the spa is re-set and ready for Mrs. [redacted] fill with water and use, even though she made it clear she did not believe we were going to do. We also had a man there to work on the small stain that gat accidently dripped on her cement.It should be noted, that because of this situation, we will never as a company offer “a economical” service as this. We have never faced a situation as this before, and we performed over 10,000 service calls (paid) and 12, 000 warranty calls (not paid). So after 30 years, we are going to modify our policy on in-yard repair of this kind, and will never do this kind of repair anymore in a backyard.Mrs. [redacted] in her letter to you said what she thought the invoice is----attached is a copy of the invoice, and it is as it is, no change from our first letter to Revdex.com.This is the invoice, 3 trips plus parts: 1st trip was the evaluation trip to the house to determine what and where the problem is---this was not paid. 2nd and 3rd trips, the actual repair of the spa This is the amount Mrs. [redacted] was told is due by me on the telephone, the initial trip Mrs. [redacted] believes is free, it was not---this dollar amount was and has been the amount due from the beginning.HOWEVER!!! AS I SAID TO MRS [redacted], WE HAVE WRITTEN THE INVOICE OFF TO “0”----THERFORE MRS [redacted] GAT WHAT SHE WANTED, A REAL ECONOMICAL REPAIR---NOTHING IS DUE, IT IS WRITTEN OFF.I hope this answers the questions[redacted]

The customer did have 3 billable service calls:1. Leak evaluation and est visit (this is a paid service call) attach: 2 pg. 1 2. 1" visit (2 men flip and start dig and repair 3. 2" visit (2 men flip and re-set spa) Now--- there were 2 other visits, one where my other service tech stopped by to...

insure spa was not leaking, and another where 2 men came out but the spa was not empty—that was our error in that we forgat to tell Mrs. [redacted] to drain the spa and we did not bring pump)On the last visit 2"visit--we could not level spa since 2 men could not move or lift spaempty due to the heavy wet foam inside the spa, since spa then empty weighed over 1000 lbs.Regarding that, I personally told Mrs. [redacted] we would be out at a later date (they could still use spa for the Holidays, and we would come out at a later date with a full crew and re-level the spa)I told Mrs. [redacted] personally that the bill was $424.87, never was she told $700 as she claims in the letter. However the conversation was going no-where. Mrs. [redacted] was also told this was not the proper way to do this repair---that this spa should have been returned to the warehouse where we could have done it faster and more efficiently---but she told the service tech she wanted the economy route, and our service tech agreed. As that turned out a mistake, and since this event, one we will never do again.In-stead of arguing any more about this I made the decision to just write off the service and ignore the bill, this Mrs. [redacted] was told by my wife after she told my wife she would get someone else in the future.As of that day we wrote off the service call. Therefore Mrs. [redacted] was free to hire someohe else to do what she wants. The repair was done, the spa does not leak, She since choose to write you about the bill??? Even though she was told we wrote it off and she was free to get whomever she wants to do any other work.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When I originally filed my complaint, I was limited to a certain number of characters, and was unable to go into detail.  Please see the very detailed timeline attached.  To be frank, no offer of resolution has been made.  Here are my points in a nutshell, but I invite you to read the word document.1.       
Regarding wrong number,
this seems to be error on part of business: (though this error only caused
delay)
o   
Attached is original
bill of sale with my number being listed as alternate number
o   
11/8 - I called to
request and left my number with [redacted], 
o   
11/9 - received call
from tech on to schedule visit.  (he must’ve had my number, right?)
§   Technician said that he would arrive on the
afternoon of 11/10, and would repair onsite if possible, but would text me (as
I was scheduled for afternoon meetings) with details of repair either way
2.       
11/10/15 - Spoke to technician
who gave me two options for repair:
o   
Take spa back to
facility for cost of ˜$700
o   
Repair on-site for
$115/day;  job was estimated to take 2
days (I clearly chose this option)
3.       
Agreed, 4 repair visits
were made to my house, however repairs done on only 2 (@$115/day = $230)
o   
 11/20 – repair started – later that evening
Junior called to inquire if he left his keys outside; I located keys and he
advised he would pick them up next day when they arrived to complete repair
o   
11/21 – keys were taken,
no repairs were made (I later found out Mark’s (or Luke) wife delivered a baby
so repair was not able to be completed)
o   
12/3 – repair was
scheduled to be completed – I advised I was out of town and spa was full;
[redacted] said no problem they’ll bring pump. 
[redacted] later advises me that [redacted] forgot to write this on work
order, so repairs were not completed
o   
12/4 – repairs were
finally completed.  However, shims were
not placed back under my spa, so I am not sure of its stability.  [redacted] asked me to give him a call in 3-4
months when I drain the spa next and he will have techs come out to replace
shims. 
4.       
As part of the repair, technicians mixed a substanceand ultimately carried that substance across my lawn,
sidewalk, driveway, and into the side yard where my trash can resides. In doing so, they dripped this substance across
all solid surfaces. (a picture of spill is included in attached word doc - this
is the largest area of damage).
On Monday,
12/7, I called [redacted] to advise that I have two concerns before paying the
bill (Mind you, I’d not seen an invoice yet, as no invoice was left upon
completion of repair.  1) shims were not replaced 2) spilled substance
on my concrete.  [redacted]’s initial
responses were, please keep shims, we will come back out and replace at next
drain/fill, and he would send someone out to clean spill.  At that point I asked for my total, to which
he responded with an amount upwards of $400. 
From there, the conversation went south. 
He yelled and hung up on me.
In a nutshell, I
retained Hot Springs Spa of North County to repair a leak. What I ended up with
was damaged property and a spa that I cannot use as I’m not sure it is stable,
nor will ever be stable because the contractor that I retained to do the job
will not return to finish the job.  I’ve
not refilled it yet, for fear that I will damage the spa (being unstable).
I didn't ask for
the invoice to be written off, I asked for a repair to be made and completed.
 My property should not have been damaged as a result.  
The resolution to this
is:
Technician comes to
property to
1.       
replace shims to ensure
my spa is stable2.       
clean substance from
concrete
Upon completion of the
above, I am happy to pay the following:
·         
2 days of labor at
$115/day = 230
·         
Parts @ $68.85 + tax at
8% of $5.51 = $74.34
·         
Total of $304.34 
Regards,
[redacted]