Hot Tub Super Center, Inc.

I am so terribly sorry tat Mr*** is not happy with quality of the service that was provided to himWithout getting into the details of what had happened as I understand there were some concerns on both sides of the fence, so to speak. I have attached a copy of the check that was
written for services renderedIt does differ between the amount disputedI will be more than happy to refund Mr*** If that iOS acceptable please let me know.Thank you*** ***

A copy of my receipt is attached; I’ve indicated where the “year parts and labor on spa” is written I need to amend the purchase date to 11/8/14; we took initial delivery on 11/15/14. I would like to add that when we contacted the manufacturer today; we were advised that there is no
reason that the dealer should not honor the service. As I previously submitted; I wish to return the item for a full refund as this is not a reputable business that I wish to deal with

Good day, We are also sorry that *** has been put in this position and would like to help in any way we can within reasonHowever, the cover we received with her spa is the one that was deliveredI have an idea that may solve the situationWe, (Hot Tub Super Center) would be willing to cover half the cost of a replacment coverIf the manufacturer is willing to pick up the other half and send the cover to *** *** perhaps that would suffice. Please let me know what you would like to do.Sincerely,*** ***

These are the notes from the service calendar.*** first called Feb 16 to claim the spa had leaked half way out overnightService responded and found a loose pump unionIt is very common to have a loose union on a new spa as they are delivered hand tight from the factory and can get loose on deliveryIn the start up guide in the owners manual it tells the customer to check the unions upon filling the tubWe went out free of charge and tightened the union.*** called March 28th about possible leakService went out and did not find a leak.Went out June 7th, *** claimed topside was not working and spa was overheatingService went out and found nothing wrong with the topsideFilter cycle was set to run during the dayThese spas are so well insulated and efficient that the pump running in the daytime on hot days will actually heat over the set temperatureSet filter cycles to run AM and PM.June 29, we went out again for topside and leakFound minor leak at pump seal and nothing wrong with topsideOrdered new pump under warranty. July 15 we called to install new pump but *** refused to allow the service tech to come outShe was filing a small claims case against us.On August 30th, *** finally allowed service to replace the pumpService installed the new pump under warranty with no charge.The spa has functioned since deliveryThe minor leak at the pump seal did not affect the use of the hot tubIt looks like we went out five times at no charge. The pump leak was so small the technician did not recognize it on the first inspectionThe manufacturer warranties the pump and we replaced the pump under warranty at no chargeWe also extended the warranty on the pump for an extra yearAll dealers charge a trip fee of $or more for all service callsWe waived this fee and extended the no fee period an extra year as well.I do not have the previous notes from *** *** or ***. Jacuzzi of Sacramento*** *** *** ***
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I am sorry that the *** are not happy with their purchaseHowever, Hot tub super center does service all tubs sold within the allowed manufacturers warrantyIf they are not happy with the performance of the unit in question I would be more than happy to give them the manufacturers informationWe do not refund purchases for perfectly functioning equipmentAgain, we service all units soldAs far as Hot tub Super Center is concerned this matter is closed.Thank you,***

***;I have measured my spa - it's hard to mersure because of the lip on the spa - looks like it's feet inches X feet inches.The cover you gave me is feet X feet inches.So as you can see there is no way that I was supplied with the correct cover for my newly purchased spa.Mr*** -I want this case reopened until I receive the correct cover and I will let you know when that happens.*** - I am not comfortable going into the HTSC because of the way I have been treated by the owner *** Would you be able to hae Charlie bring it out to me? Thank you.*** ***

I am rejecting this response because: At the time the spa was purchased, we asked *** about the operation of the jets as there was no water in it for demonstration; he assured us that all of the jets worked really good due to the more powerful pumpThis was a flat out lieOur purchase was made with this incorrect information given to us and was a misrepresentation of the productTHAT is the agreement we signedIf all of your sales people are liars or just uninformed remains to be seen; however that is not my problem My problem is that we are stuck with a product that under performs and is not what we thought we were buying or what was presented to usIt was also not disclosed that your company was discontinuing the stock and service of this brandHad we had all of the actual facts; I can say without a doubt that we would'very chosen differently or moved on

I spoke with Mrs. *** yesterday and we were able to come to an agreement to her satisfactionI will be replacing her cover. Regards,*** ***Hot Tub Supercenter###-###-####[email protected]

Good morning ***,I have one more option that I would like to put forwardI will allow *** *** to come in and pick a cover out of our overstock selectionShe will need to bring her own measurements and set up a time through me to come in and select oneAs, her and my owner don't seem to be able to get alongThis will be my last offer. Thank you. Regards,*** ***Elk Grove Location ManagerHot Tub Supercenter###-###-####***

Customer stated that I want a formal apology and provided manufacturer's message: ***,In all honesty, that is not the correct cover for your particular modelThis cover looks as though it fits our trinity or LG3000 spa, not your viewThe correct cover was received by the dealer with your spa at the time of shipmentAgain, I'm sorry you have been put in this situation!*** ** ***Life's Great Spas Inc.###-###-####

I am rejecting this response because: I will accept it if in fact he gets the agreement from the manufacturer and I get it at no cost delivered to my house I also require an apology from *** the owner for the terrible customer service he provided to me as well as the threatening email I received from him I think he owes me at least that plus a year of free chemicals for my spa for what he's put me through.The manufacturer has said that they delivered the correct cover and are no longer doing business with Hot Tub Super Center

I am Sorry that Mrs*** is not happy with the manufacturers productI am hoping that the manufacturer will resolve her issueHot tub super Center is no longer carries the manufacturers productHer warranty will certainly be honored by the current dealer and I am more than happy to give her the local dealers informationShe should not be concerned about thatI'm not sure what she is referring to regarding no one from our company speaking with herI was never instructed not to helpHappy thanksgiving to all.*** ***

I will accept this offer - if I can find a cover that fits and only if it fits correctly So please keep this in arbitration until that time Yes *** - thank you for your help and yes, *** is impossible to get along with I would still like the Revdex.com website to show that *** (the owner) was not willing to give me the correct spa cover and that one of his employees had to take care of it.*** ***

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
Thank you for your speedy help.Do I contact Jacuzzi of Sacrramento for return instuctions

Good day, I am sorry that you are not happy with your purchaseWether or not our sales staff did not explain to your satisfaction the operation of the tub, I don't know, I was not present during that processAs far as the delivery of the Gazebo and tub at the same time, I am sorry, I know that must have been frustrating for you, I do apologize, It's a mute point however the gazebo was refunded promptlyThe only back and fourth was in order to get approval to refund a product that as the contract states is non refundable(please see attached contract) Hot Tub Super center will most certainly honor the agreement for parts and service as stipulated in the contractI believe where the confusion took place is that we no longer carry that brand of tubIf their is a service issue please contact me directly and I will make sure it gets put through the proper channels and is taken care of.I am not able to offer a full refund as the contract signed by our representative and yourself states clearly "All sales are final" .Thank you,*** ***Hot Tub Super Center

This is a picture of the [redacted] Contract. I hope this will shed a little light on the situation. I'll also send a pic of a blank contract so you can read the verbiage. It's hard to read on hers for some reason.  I hope this will shed a bit of light on our position. As the contract states "All sales are final. If you cancel this agreement the seller will keep all payments without exception unless otherwise stated in the special notes column" On the back of her contract it states " Order may be canceled anytime within three days by notice in writing" I do empathize with Mrs. [redacted]'s situation and it is unfortunate, however I have policy that I have to adhere to. I am offering to refund her deposit less what HTSC has paid in commissions. I believe this offer to be more than fair. Thank you for your help in  this matter.  Regards,[redacted]Operations  ManagerHot Tub Supercenter[redacted]
[redacted]

Took a while to find this. Most of what [redacted] claims is true. [redacted] from Tropical spa services was the technician who went out. He is not an employee of Jacuzzi of Sacramento, he is an independent company. [redacted] did order the part for tropical spa services. We will take the part back and refund the...

purchase amount. Because this is an electrical part we need to get it back and test it before refunding. There are several reasons for this. We may receive the original damaged part. It is common for people to buy GFI boxes, take them home, remove the breaker and put in the bad breaker. They then return the box for a refund and we end up with a useless box. This is why auto parts stores, any electrical supplier always have a no return policy on opened electrical parts. I think [redacted] is being more than fair by offering to refund the part after return even thought part has been installed.Jacuzzi of Sacramento[redacted]Rocklin CA 95677[redacted]Rancho Cordova CA 95742

To whom it may concern: Mrs [redacted] put a non refundable deposit down on a spa on 06/02/2015. We have incurred costs and lost sales on a unit that was held for her. HTSC was not informed of the cancellation for over a month. Per the signed contract that states, "all sales are final" which we...

would be more than happy to provide. For some reason my scanner is not working this morning. I am sorry that Mrs [redacted] has decided that she no longer wants a spa. In the spirit of good faith I am willing to offer Mrs. [redacted] a refund less the HTSC's costs. That is if she removes her negative social media comments which were posted on 7/31 .  We have paid commissions to sales staff and loss potential future sales of this unit of which I won't take into account.  We are willing to offer a $1700.00 refund or would be more than happy to complete the purchase process with Mrs [redacted].Thank you.

I am rejecting this response because:  After contacting [redacted], they resolved the problem for me, with a much better outcome!   It's too bad this company couldn't do the right thing without my having to go to Revdex.com and [redacted] for their help!   They need to rethink their policies to keep customers happy!!!

I am sorry that the [redacted] are not happy with their purchase. However, Hot tub super center does service all tubs sold within the allowed manufacturers warranty. If they are not happy with the performance of the unit in question I would be more than happy to give them the manufacturers information. We do not refund purchases for perfectly functioning equipment. Again, we service all units sold. As far as Hot tub Super Center is concerned this matter is closed.Thank you,[redacted]