Hot Tub Super Center, Inc.

I am rejecting this response because: We have been in contact with the manufacturer and have reason to believe that a used product beyond the stated "floor model" was sold to us. The manufacturer stated that this unit is not covered by the manufacturer's warranty any longer. We will be pursuing other avenues after we have finished gathering all of the information we need.[redacted]

Good morning, I am sorry that my offer is not acceptable to you, That is where I stand. I have offered to cover 50% of the wholesale cost of the cover,  even though  this cover is the one that was delivered to us via the manufacturer. I am a bit confused as to how I'm supposed to order another cover through a manufacturer that as [redacted] has stated herself we no longer do business with.  As far as an apology from the owner I have no control over that. Perhaps that's an issue better left to the parties that be.  We will not be able to offer [redacted] a year's worth of free chemicals. While we want to do everything possible to come to a resolution in this matter, we don't feel that Hot tub super Center has made mistakes in this case. We are trying to solve this even though we believe this to be a manufacturers error. Thank you. Regards,[redacted]Elk Grove Location ManagerHot Tub Supercenter###-###-####[redacted]

Good afternoon, I am aware of the concerns the [redacted] Family has. I have personally extended the warranty for Mr. Mrs [redacted] and it was sent to them. We have offered to Fix the product that was purchased. As they they are sold with a manufacturers warranty. There is no return policy as stated in...

the signed purchase agreement. We are most certainly willing to assist the [redacted] family in fixing their unit. Unfortunately if they won't allow us to help.  Please feel free to call or email if you have any further questions.

I am rejecting this response because. We are allowing maintenance on spa only to keep in contract. Spa is not fixed and we still do not have ANYTHING in writing from them regarding any extension of warranty. Promises have been made but not followed through. Spa has been worked on numerous times without it being fixed. Still not working since purchase.

Dear [redacted]:I have received your letter in regards to [redacted]’s complaint. While I understand her concerns I am not in agreement with her complaint.  Hot Tub Super Center has supplied her with the manufacturer’s recommended parts. When Mrs. [redacted] purchased her tub, she is...

correct that we offered her a loaner cover because the manufacturer did not send her cover to us.  I am sorry about that. However as soon as her cover came in from the manufacturer we brought it out and installed it for her. The cover that she is using is exactly the cover that the manufacturer recommends for her particular tub. I have offered to have a custom cover made for the tub however; she is not willing to cover the cost.  I have  also offered to give her the manufacturer’s information to no avail. I am sorry that she is not satisfied with the manufacturer’s cover, however my hands are tied in this matter. Sincerely,[[redacted]Hot tub Super center

I am rejecting this response because: I don't believe that a spa manufacturer would sell a spa with a cover that doesn't fit - I have emailed the manufacturer with a cc to you & am awaiting a response.  The owner nor no one from his business has even been out to check the spa cover.  Is it not possible that the manufacturer shipped the wrong cover or his business brought me the wrong one? Especially since his delivery person [redacted] told me it was the wrong cover -  and my boyfriend was  also a witness to the statement. I am very dissatisfied with this business and I think a formal complaint is in order due to the poor customer service I have received.  I am attaching a picture of the cover which does not fit by any stretch of the imagination. The worst part is  the nasty condescending threatening email the owner [redacted] sent me. (which I have also attached). Not only am I upset about the spa cover not fitting, I'm sure he won't honor my warranty....because he says he's "done with me" and won't let any of his employees talk with me either.  I really don't think he should be in business!!!  Is it true I can't post my experience on one of the websites because he can sue me???  Even though it's true???   That's crazy.  Thanks[redacted]

The attachments show the letter I sent via certified mail (I have the receipt), and all the calls I made to the business (So Placer), and to their salesman with ([redacted]) cell.  Let me know if you have trouble opening the "call" file, I will try again.  If you can give me your fax number, I can send the certified proof of mailing to the business, including the receipt I received, and the sales receipt.  I'd sure like to resolve this issue ASAP.  It's already been over a month, and I could sure use the money!  I also feel I shouldn't have to sacrifice $500.00 as they want me to do, as I have done nothing wrong and did verbally leave messages of the cancellation within 2 days of the sale. Thank you, [redacted]   [redacted]

Revdex.com:
I have reviewed the response made by the business although I am not completely satisfied with the business and the way the treat people I would accept a refund of the $90.00 I spent. I will not accept a check from this business, however, I will accept a money order or cashiers check made out to me. If you have any questions or concerns please don't hesitate to contact me. I am extremely disappointed that nothing more can be done to this company for their horrible service and customer care!

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary. Sincerely,[redacted]

I am rejecting this response because: I'm waiting to hear back from the manufacturer on whether the spa cover they made for my spa does in fact not fit it correctly.  It's ery strange that the owner of the Spa Supercenter told me that the spacover for my spa is made too big when in fact it's too small.  No one's even looked at it to see if there's a problem.  Very poor customer service.  Also - I don't believe that [redacted] wasn't told by the owner not to talk to me when in fact he asked me to take pictures of the cover - which I emailed to him and he said he'd talk to the owner [redacted] and call me back - of course that never happened either.  [redacted] has told all his employees not to talk to me!!!

Review: I purchased a new spa for $15,558.47a used damaged demonstration spa was delivered. My contract says in stock special not damaged demonstration model

I talked to a salesman [redacted] on May 25th 2013 at the Sacramento County Fair from Hot Tub Super Center about purchasing a spa. I purchased the spa over the phone on May 27th, our spa was delivered on May 30th 2013. The spa that was delivered was a used damaged spa that was a demonstrating model at the County fair. We were told we were purchasing new spa. Our Contract states "IN STOCK SPECIAL". The spa was damaged when I received it with gouges and the caulking around the tile is torn off and bubbled. Also a artificial flower was shoved in the filter that was on display at the county fair. I asked the employee named [redacted] if it was new he said yes that he personally unwrapped it at the shop to inspect it. A crane delivered it into my back yard and left so I could not tell him to remove it. Upon installation the delivery crew for Hot Tub Super Centers installed lifters for the spa covers. In doing so, they split the wood on three of the four corners on the spa. On May 31st an employee named [redacted] came and removed the lifters and took 2 pictures of the damage when it had 9 separate damages. [redacted] told me to take pictures myself and email them to the GM [redacted] said the spa was not new and that it was the demonstrating model from the County fair. I emailed the pictures of damage with details to the GM [redacted] I have continuously been in contact with the companies General Manager [redacted] He offered me glue to glue the wood, putty to fill the holes, and stain to try to match the color of the panels. On June 6th 2013 the company finally agreed to refund the spa, but with nothing resolved I posted a truthful review online stating our situation. Since the review was published the General Manager [redacted] told me they are no longer going to take the spa back and give us a refund and that we would have to deal with the manufacturer in the future for the warranty. I talked with the manufacturer Catalina and they said this is an issue the owner would have to deal with. I spoke with [redacted] the owner and we partially discussed the issue then he proceeded to call me a liar and hung up on me. On June 14th [redacted] the GM emails me "Due to sensitivity of the situation they have decided that they will replace any damaged panels, re-caulk the tile, and handle any other issues you have. They have also offered an additional $500 discount as a customer satisfaction". I purchased a new spa not this mess. I want the company to remove the spa like they said they would and refund me. The GM told me over the phone it is difficult to fix the siding and it will not look new. This situation has been horrible and I just want to be done with it. I have all emails and pictures and witnesses for proof.

The spa being a demonstration model at the fair means the spas motor, jets, heater, filter lights and all the special components were running for multiple days. The public had full access to the spa it self and its controls.

If the company repairs the spa I have to drain 1600 gallons of water and then the spa would be out of use for a period of time, I will have to make accommodations for a repair person to be at my home and then have to refill it with 1600 gallons. The caulking will not look the way it should and they can not fix the gouges on the spa itself.

Desired Settlement: I want the spa picked up and I want to be fully refunded. I paid $3111.69 on my visa card and I want this refunded to my card. The remaining $12,446.78 is being financed thru Wells Fargo that was set up by the Hot tub Super Center employees and I want this canceled.

Business

Response:

Business' Initial Response

In response to complaint number XXXXXXXX, I have attached 3 pages. The first shows the customer purchased a stock item, not a new order. The second is her delivery receipt she signed approving the delivery and accepting the product as is, making no notes of any issues. The third is the financing paperwork she signed with Wells Fargo. Had her claim be legit, she would have noted on the delivery contract and/or refused delivery/payment. She viewed the product before it was craned into her backyard (a crane we paid for). After install, a tile came ajar. We offered to fix it under warranty. The panels that she complains about were only damaged because she purchased aftermarket units that screw into the cabinet. [redacted] did not like the way they looked and demanded them removed. I have email confirmation with her, explaining that there will be holes and damage to the cabinet if removed, but we can send putty and stain to make it look as best as possible. She agreed and we credited her 100% of the purchased aftermarket units and made an additional trip out at no charge to remove them. She continued to complain, so I told her we would replace the panels completely ($480 my cost plus labor) and we credited her back an additional $500 as customer service appreciation to attempt to make her happy. I then offered to order a brand new unit and replace it for her. My cost our enormous dealing with this contract and Hot Tub Super Center has done nothing but offer ways to fix issues. Still, [redacted] is not happy.

We want to make [redacted] happy, and have agreed remove [redacted]'s hot tub. In return she has agreed to drop all complaints and remove all online reviews. She has agreed not to re-post in the future. This is what business's have to do these days. I will loose thousands on this contract, and right or wrong need do whatever it takes to protect the Companies reputation.

Sincerely,

Tim

Review: I have owned this Catalina swim spa since September 2012. Since then I have paid $450.00 for trip charges to fix leaks and a fuse. They came last week and the leak was not fixed andI have not yet paid another $150.00 for the trip last week and they say they will not come out until I pay that. The spa is under warranty and I understand that they have to charge for long trips but is this not a lot of money to pay for a brand new spa in the first year? Also, it seems I am expected to be able to fix it myself if it a simple fix. They say this will not void the warranty. Can I believe them?Desired Settlement: I would like to not owe them the $150.00 for the trip that didn't fix the leak.

Business

Response:

The customer called with a leak issue. My service technician traveled to the customers home and found an empty spa. My service technician began filling the spa, found a leak and repaired it. It seems as though there was an additional leak that started after the spa continued to fill and my service technician had left. From what I have been told the second leak has been fixed. I will waive the $150 charge. Next time please call and deal with the general manager prior to going to the Revdex.com.

Thank You,

Review: I have a spa that I bought from this company that is leaking and under a manufacturers warranty. I tried several times to contact the local dealer, Hot Tubs Super Center (HTSC) but never received a call back. I went down to their new location on [redacted]nd spoke with [redacted]. Since I never received a warranty card or information from them I knew it was still under warranty because the sales rep told me @ least 5 yrs on parts/labor. He checked the serial# and since it was under warranty he would get his repair tech out on Tuesday April 5th. When repair tech (Jessie) arrived and looked at tub he proceeded to tell me that I over chlorinated the water and the problem might be caused by misuse. I was stunned since I take great care of my tub and test chemical levels. He then told me their would be a $99.00 charge for service travel fee. I told him that was never explained by his boss. His attitude changed and proceeded to tighten a jet and said it was fixed. It now leaks worse than before and the service tech exploded on the phone today and swore at me because he was going to have to order a part and it would be at least another week w/out my tub. I've called and emailed the manufacturer ([redacted]) but have yet to hear back from anyone. To say that their service and customer support are horrible would be a compliment. They flat out lie, mislead, and deceive and rip-off the customer without any disregard of their consequences. Since they are the only authorized dealer in my immediate area I'm stuck using them since my tub is under warranty and if I or anyone works on it the warranty will be voided. I've seen more than a few complaints on reviews of this company and even 8/9 complaints on your site about them. Why hasn't anyone from Revdex.com contacted manufacturers they support about their horrible customer service/repair work. Im sure they would pull the relationships if this many people are complaining about them!Desired Settlement: I would like to get another authorized dealer to work on my tub since the service tech and I had a verbal confrontation on the phone and I fear what retribution he might do on my tub if he does work on it. After all, if he is a true service technician he should have fixed it right the first or ordered a part if he had to come out yet again to repair same issue! Besides the bait and switch involved with them never notifying me of service fee being charged and strong-arming me to pay the fee.

Business

Response:

I am so terribly sorry tat Mr. [redacted] is not happy with quality of the service that was provided to him. Without 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 rendered. It does differ between the amount disputed. I will be more than happy to refund Mr. [redacted] If that iOS acceptable please let me know.Thank you[redacted]

Consumer

Response:

I have reviewed the response made by the business although I am not completely satisfied with the business and the way the treat people I would accept a refund of the $90.00 I spent. I will not accept a check from this business, however, I will accept a money order or cashiers check made out to me. If you have any questions or concerns please don't hesitate to contact me. I am extremely disappointed that nothing more can be done to this company for their horrible service and customer care!

Review: We ordered a hot tub from them which was supposed to include salt system, steps and extra jet pack. We had to call to actually have an invoice sent an

And the previous mentioned additions were omitted. When we called company to inform them they stated it was already ordered and they couldn't do anything about it. We had to accept it as is. Furthermore if we didn't accept it, we will be charged $500. This is outrageous. We will not accept a product we didn't order and we will not pay $500 for it!Desired Settlement: We no longer want to do business with this company. We want to cancel the order.

Business

Response:

Initial Business Response

After custom ordering a $15,000 swim spa to the specifications the customer wanted, the customer chose to cancel the agreement. Following is the customers email to me...

"We have the right to refuse or return a product that we do not want. If there is a restocking fee as you said of $500, we will pay it and be done."

I responded to the customer as followed...

"You already stated you disputed the $500 initial deposit so I do not have funds to support your restocking. Furthermore, $500 does not even cover the freight on the product. Being stuck with a swim spa in September is cash I will have to sit on for 6 months. There is no re-stocking on my contract. All sales are final. We were ridiculously generous ordering a swim spa with $500 down. I require 25% typically but [redacted] convinced me that you were really excited for the unit and convinced me to move forward on the order. You dealt with [redacted] and the Owner of the company visited your house and I ordered the unit following the site inspection. Lead time is 4-6 weeks, which is exactly where we are. If no negative reviews are posted online and no Revdex.com complaints are filed, I will leave it at that. If I discover that slanderous remarks are being made online, then I will be forced to pursue legal action. I do not want to go this route and would prefer to walk away from the situation."

The customer agreed, but said a Revdex.com complaint had already been filed. She said she would drop the complaint. Obviously that has not happened, but the customer has receive 100% of her money back, which is more than what she asked for in the initial complaint. Please consider this file closed.

Sincerely,

GM

Review: I purchased a spa from Hot Tub Super Center in Rocklin in August and it included a cover. However they did not have the cover in stock so gave me a "loaner". Approximately a month ago - they delivered what was supposed to be my new cover and it doesn't fit. It's too small. The delivery man [redacted] said he'd go back and get the correct cover for me, this never happened. So I started calling twice a week or more and never received a reply to all my voicemails I left. On October 20th I sent an email and received a very rude response from the owner [redacted] which I'll cut & paste onto here. He will not even look at the cover - I've sent pictures of the too small cover and received no response. I want the correct cover for my spa. Now I'm worried that my warranty will not be honored because the owner is such a jerk.ThanksI was sitting down to dinner when I received your email. I have worked nine days straight and hoped to leave work behind for at least one night. Your email was so disturbing however that I decided to drive back to the store and find out what was going on with your cover. I just hate it when people blackmail me, especially if there is no reason for it.You purchased the Lifes Great 5x7 hot tub and it was delivered with the correct cover. I spoke with the delivery person just now who took it out. I was actually the one who pulled the cover and it is absolutely, positively the cover that came for that spa. I loaded it for [redacted] and he brought it out. The covers do fit a little loose due to the design of the lip on the spa. The lip is curved so the cover is made to fit the outside dimension of the shell. It makes a perfect seal but is made to be the exact dimensions of the outer lip meaning there is an inch or two of cover over the crest of the spa lip. A cover could be made smaller with a larger skirt. This would give it a tighter feel but not insulate any better.Your beef is with the manufacturer. They designed the spa and cover and they built it. You have a few options. You could contact Lifes great about the design and ask them to build a different cover. You could give them a bad review. If there is no satisfaction there I will trade your spa and cover in for another one plus or minus any difference in cost. There is a delivery and pick up fee of $350. You could design your own cover and we could have it built custom for $350. If you decide to continue with your blackmail however, I will prosecute you to the fullest extent of the law. I will also file a civil suit against you for any damages caused by any negative remarks you make. Be very careful because I have done this before and won. Not only were the reviews ordered to be removed but the person had to pay us $20000 plus court and attorney fees.There is no Curtis working here, so I doubt you called the correct number. You certainly did not talk to the correct person, service or delivery. Tomorrow I will pull the call records. mainly for any future litigation.If you want to explore any of the aforementioned options you can contact Chet in delivery and ordering at ###-###-####. The hours are 10 to 5. If you email, call sales or leave a negative review anywhere I will immediately contact our corporate attorneys. I just hate it when someone trys to blackmail me in the middle of dinner. You and I are done. Show message history-- Jacuzzi Hot Tub Supercenter4415 Granite Dr. #200Rocklin Ca. 95677###-###-#### ph###-###-#### faxLargest selection of Hot Tubs in the countryDesired Settlement: I want a cover that fits my hot tub and I want to make sure that my warranty will be honored as well.

Business

Response:

Dear [redacted]:I have received your letter in regards to [redacted]’s complaint. While I understand her concerns I am not in agreement with her complaint. Hot Tub Super Center has supplied her with the manufacturer’s recommended parts. When Mrs. [redacted] purchased her tub, she is correct that we offered her a loaner cover because the manufacturer did not send her cover to us. I am sorry about that. However as soon as her cover came in from the manufacturer we brought it out and installed it for her. The cover that she is using is exactly the cover that the manufacturer recommends for her particular tub. I have offered to have a custom cover made for the tub however; she is not willing to cover the cost. I have also offered to give her the manufacturer’s information to no avail. I am sorry that she is not satisfied with the manufacturer’s cover, however my hands are tied in this matter. Sincerely,[[redacted]Hot tub Super center

Consumer

Response:

I am rejecting this response because: I don't believe that a spa manufacturer would sell a spa with a cover that doesn't fit - I have emailed the manufacturer with a cc to you & am awaiting a response. The owner nor no one from his business has even been out to check the spa cover. Is it not possible that the manufacturer shipped the wrong cover or his business brought me the wrong one? Especially since his delivery person [redacted] told me it was the wrong cover - and my boyfriend was also a witness to the statement. I am very dissatisfied with this business and I think a formal complaint is in order due to the poor customer service I have received. I am attaching a picture of the cover which does not fit by any stretch of the imagination. The worst part is the nasty condescending threatening email the owner [redacted] sent me. (which I have also attached). Not only am I upset about the spa cover not fitting, I'm sure he won't honor my warranty....because he says he's "done with me" and won't let any of his employees talk with me either. I really don't think he should be in business!!! Is it true I can't post my experience on one of the websites because he can sue me??? Even though it's true??? That's crazy. Thanks[redacted]

Business

Response:

I am Sorry that Mrs. [redacted] is not happy with the manufacturers product. I am hoping that the manufacturer will resolve her issue. Hot tub super Center is no longer carries the manufacturers product. Her warranty will certainly be honored by the current dealer and I am more than happy to give her the local dealers information. She should not be concerned about that. I'm not sure what she is referring to regarding no one from our company speaking with her. I was never instructed not to help. Happy thanksgiving to all.[redacted].

Consumer

Response:

I am rejecting this response because: I'm waiting to hear back from the manufacturer on whether the spa cover they made for my spa does in fact not fit it correctly. It's ery strange that the owner of the Spa Supercenter told me that the spacover for my spa is made too big when in fact it's too small. No one's even looked at it to see if there's a problem. Very poor customer service. Also - I don't believe that [redacted] wasn't told by the owner not to talk to me when in fact he asked me to take pictures of the cover - which I emailed to him and he said he'd talk to the owner [redacted] and call me back - of course that never happened either. [redacted] has told all his employees not to talk to me!!!

Consumer

Response:

Customer stated that I want a formal apology and provided manufacturer's message: [redacted],

Review: 1. [redacted]; the sale associate did a horrible job in informing us on some unwanted features such as you can only work one side of the spa with high jets at a time. The reason is that there is only one pump; the one year newer model has two pumps. This was clearly to get old merchandise out of the door. 2. We were assured that both the spa and gazebo we purchased would arrive at the same time. The spa showed up all by itself and the delivery people not knowing anything about the gazebo. Then we were told it would be delivered another day. It arrived in horrible condition; missing pieces, didn't have the stairs that were "thrown in" for our supposed benefit. We just sent the delivery guys away with it because we were so disgusted with it. After some back and forth with [redacted] at the Elk Grove store; we finally received our money back for that. 3.We were assured that locks for the cover would be delivered (shown on receipt); my husband ended up having to go to the store to pick them up.4. We have a WRITTEN receipt with everything that was promised; including a 1 year parts and labor warranty. My husband calls to get service because the spa isn't working right less than 2 months later; the response is "we do not service or carry parts for that brand anymore." A receipt is a type of contract as that is what we bought and what was promised to us. It seems to me that their end of the contract was not upheld; this is the epitome of poor customer service.Desired Settlement: I want to return the item for a full refund as we did not receive what was promised to us; we were sold a substandard product that the dealer never intended on servicing even though I have it in writing that we were covered for parts and labor for one year. We are not interested in keeping a broken product wherein we are the responsible party to contact the manufacturer for repair parts to fix ourselves. That is not what we paid for. We've barely had the item for two months.

Consumer

Response:

A copy of my receipt is attached; I’ve indicated where the “1 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.

Business

Response:

Good day, I am sorry that you are not happy with your purchase. Wether 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 process. As 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 promptly. The 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 contract. I believe where the confusion took place is that we no longer carry that brand of tub. If 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,[redacted]Hot Tub Super Center

Business

Response:

Good day, I am sorry that you are not happy with your purchase. Wether 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 process. As 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 promptly. The 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 contract. I believe where the confusion took place is that we no longer carry that brand of tub. If 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,[redacted]Hot Tub Super Center

Consumer

Response:

I am rejecting this response because: At the time the spa was purchased, we asked [redacted] 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 pump. This was a flat out lie. Our purchase was made with this incorrect information given to us and was a misrepresentation of the product. THAT is the agreement we signed. If 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 us. It was also not disclosed that your company was discontinuing the stock and service of this brand. Had we had all of the actual facts; I can say without a doubt that we would'very chosen differently or moved on.

Consumer

Response:

I am rejecting this response because: At the time the spa was purchased, we asked [redacted] 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 pump. This was a flat out lie. Our purchase was made with this incorrect information given to us and was a misrepresentation of the product. THAT is the agreement we signed. If 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 us. It was also not disclosed that your company was discontinuing the stock and service of this brand. Had we had all of the actual facts; I can say without a doubt that we would'very chosen differently or moved on.

Business

Response:

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]

Business

Response:

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]

Consumer

Response:

I am rejecting this response because: We have been in contact with the manufacturer and have reason to believe that a used product beyond the stated "floor model" was sold to us. The manufacturer stated that this unit is not covered by the manufacturer's warranty any longer. We will be pursuing other avenues after we have finished gathering all of the information we need.[redacted]

Consumer

Response:

I am rejecting this response because: We have been in contact with the manufacturer and have reason to believe that a used product beyond the stated "floor model" was sold to us. The manufacturer stated that this unit is not covered by the manufacturer's warranty any longer. We will be pursuing other avenues after we have finished gathering all of the information we need.[redacted]

Review: I visited the Alameda County Fair on July 2, 2015, and this business was selling hot tubs. I stopped to look, and was talked into a purchase of one, by a good salesman, [redacted]. He said, "do you want to pay in full now, or put down 50% now, and the rest on delivery?". I said I would do the 50%, which amounted to $2,200.00 on my credit card (of the total of $4,400.00). They ran my card by the next morning. That night (July 3rd), and by the next morning I had serious "buyer's remorse". I am a senior, with very low income and fixed amount. I realized that this purchase was way out of my comfort level and affordability. At 10:00 a.m. the next day, Saturday, July 4th, I called [redacted] and told him of my regret and decision to cancel. He said he would notify "[redacted]" (manager in the Rocklin store) right away. I decided to call [redacted] myself to be sure he got the message. He didn't answer but I left a voicemail on his extension. At the present time, despite leaving 6+ voicemails (7/3, 7/7, 7/16, 7/24, 7/28, 7/28, 8/3/2015) on [redacted]'s and [redacted]'s voicemails, I have had no response. I know "[redacted]" was in the store at least three times when I called because the person who answered the phone told me so when he transferred me to his extension. Nor have I received any refund of my $2,200.00. After a month I sent a certified letter to him, which was received August 3rd, but still no response. I sincerely wanted that hot tub, but wasn't thinking correctly at the time of purchase and got caught up in the possibility of having that I have wanted for a long time.Desired Settlement: I want my $2,200.00 refunded ASAP. This is quite a hardship for me in these times!

Business

Response:

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.

Consumer

Response:

The attachments show the letter I sent via certified mail (I have the receipt), and all the calls I made to the business (So Placer), and to their salesman with ([redacted]) cell. Let me know if you have trouble opening the "call" file, I will try again. If you can give me your fax number, I can send the certified proof of mailing to the business, including the receipt I received, and the sales receipt. I'd sure like to resolve this issue ASAP. It's already been over a month, and I could sure use the money! I also feel I shouldn't have to sacrifice $500.00 as they want me to do, as I have done nothing wrong and did verbally leave messages of the cancellation within 2 days of the sale.

Review: I purchased a new Catalina swim spa. A used/demo spa was delivered. I noticed that the swim spa was not shrink wrapped when delivered, instead it was wrapped in cardboard and tape. I called the company and was assured by the delivery coordinator that swim spas do not come wrapped. I built a room around the spa and so did not take the cardboard off for approx. 5 months. When I took off the cardboard I noticed that the cabinet was damaged, the warning stickers were worn and nearly rubbed off, there was a bubble in the fiberglass tub, the filter was dirty, the tub was filthy, there was no owners manual, no key to the electrical department, a cushion was missing, the exercise equipment was used and there was a pink stain on the cover. It took 3 months to fix these issues. The process was difficult because often the person did not show for the appointment, or the wrong replacement piece was brought, or they did not have the right tools or they further damaged the unit while setting it up. The Catalina spa rep. told me that new spas are shrink wrapped. The manager (who now is gone) told me it was a used spa. The owner told me it was not used in anyone's backyard and was only shown at Cal Expo. I asked the owner for a full refund because the spa was not new, as ordered/purchased. The owner told me that if he had to give me a full refund he would come and "rip the spa out of my house himself" and "he did not care if he went to jail." When asked why he was threatening me, he responded that I had threatened him when I asked for a full refund. He hung up on me. I called back and asked him what he thought would be fair considering they had given me a used spa instead of a new one. He offered $500-1K and when I declined the offer he said "I should pray that he does not see me in town because it will get ugly" and he is a "bad person". He then hung up on me. I would like assistance with getting this resolved. Removing/replacing the spa is not an option since it is built into the subfloor of an inside room.Desired Settlement: I would like a refund or reasonable partial refund on the swim spa. I feel the company intentionally switched my new spa for a used one. The spa cannot be removed/replaced, since it is built into the floor inside my home.

Business

Response:

Customer [redacted] contacted [redacted] via cell phone May 5, 2014 with 5 minor issues with her swim spa purchase. The issues stated were the following:

1. Claimed the operations cheat sheet was missing from the manual.

2. Swim pole and harness were shipped dirty.

3 Covers had hand prints on them.

4. Trim pieces on outside cabinet had been cut to install cover lifters leaving a 1" gap between lifters and spa lip.

5. There was a bubble in the acrylic.

[redacted] took steps to resolve the issues immediately. For issue #1, another manual was printed and delivered same day as the call. For issue #2, a new pole was sent out at a cost of $185 to Hot Tub Supercenter. On issue #3, new covers were sent out at a cost to Hot Tub Supercenter of $800. New items were sent within two weeks even though the pole and covers could have just been cleaned. On issue #4, a trim piece was ordered and a tech went out to custom cut and install the 1" pieces.

Issue #5 was due to manufacturer error and required a factory expert to properly repair. Unfortunately, the factory took a month to get out to the customer and resolve the issue. The only issue not handled promptly was the factory repair.

[redacted] called [redacted] Jun 5th 2014. All the issues had now been resolved, but she requested a full refund due to the five problems. [redacted]l agreed to a full refund, but Karen would not allow the spa to be picked up. [redacted] then demanded a $10,000 refund and discount. She demanded compensation for the resolved issues or she would give negative reviews on Yelp and the Revdex.com. Hot Tub Supercenter has on choice now but to file a lawsuit against [redacted] for libel, slander, extortion, etc.

Consumer

Response:

I am rejecting this response because the store gave me a demo spa and not a new spa which was contracted for in good faith. Additionally, the owner should discuss the extent of the damage and repairs needed and completed over the 3 month period (March-May) with his manager and tech. employees, as he was only involved marginally with the few that he mentioned. His description of the issues is not complete nor accurate. All other problems noted in the previous complaint that I wrote were accurate. All product repairs have been completed; the last being done the week of Labor Day (final repair was the long trim piece that was broken on the cabinet-not 1" pieces that were completed earlier). I remain dissatisfied that I was given a demo spa when I purchased a new spa.

Business

Response:

The spa was ordered in new, specifically for [redacted]. As stated in her response, all the issues were taken care of satisfactorily. I will let the courts decide.

Review: I placed a $4000 deposit on an in-stock 2014 J-335 on 3/28/2014 with [redacted] in the Folsom store. I discussed my situation of closing escrow with her and on the contract I had placed a "Hold until 4/3/2014" condition to avoid commitment on the purchase. I called [redacted] on Wednesday (4/2/2014) to extend the hold until the following week and she had agreed to do so. [redacted] stated that with the hold, I would be able to refund the purchase at any time. In fact, she persuaded me to use my credit card because she said that check refunds were more extensive.After communicating with the general manager [redacted] via e-mail (he has not answered his phone to this day), he states that the contract doesn't say anything about the "deposit deemed as refundable" - which I had verbal agreement from [redacted] (several times in fact). [redacted] went on to state that I placed a larger than expected deposit at my own will which isn't true... [redacted] required me to place a $4000 deposit (specifically she required 1/2 of the purchase price) for this transaction. Unbelievable.Now, I believe I am being forced to forgo my deposit to this company. This is unacceptable.Desired Settlement: I request a refund of my deposit.

Business

Response:

The contract was read. It is very clear that the spa was being held but no where was the deposit deemed refundable. I read pages of texts you and [redacted] sent back and forth. She even told me she only asked for $1000 deposit yet you offered a bigger deposit. You wanted additional pricing on many different units and now all of a sudden you dont want a spa because a loan was turned down, do to the length of your commute.

Review: put a deposit on hot tub that was a repo with full warrenty, per owner. hot needed a panel on control side of hot tub. the owner also said the part will be in before hot tub was to be deliverd.today is march 31 2014 deposit was in nov. 2013. kept calling to find out when the part was going to be in.person said the manufacture was closed for the holidays, they had inventory at end of year, it was on back order. when they got the part in 3 weeks ago it was wrong, and the service tech that had to replace the heater who was here for 4 hrs. told us that he thought it was the back side of the hot tub and he could not fix it any way, he did not have the tools to do the cut outs for the speakers, radio door (which is also broken). spoke to owner Bill today and he lied just as much as the employees did and I told him his tech guy did not show up and I had waited for 4 hrs. he had stated he would give me $200.00 for my [redacted]e and I told him I cant be bought.I guess he figured if he gave me the money I would shut up. he also stated about all the things he went through last week! his guy had called my wife to set up for tech to come out. she quit talking to them after they made her upset on the phone. the tech was never scheduled to come per one of his employees which was a lie. the last thing I had said to the first person I talked to on friday was is thech coming out on friday he said yes. then I get a second phone call from another person from h t s c he ended the call by saying I have to get off the phone now we closed 18 minutes ago! he called me I did not call him. also not all the jets work on the hot tub, afraid to ask them to be fixed do not want to have to deal with them again,owner included!Desired Settlement: I want a full refund ! the hot tub cost $7000.00!

Business

Response:

Mr. [redacted] has a spa in working condition. The correct panel (to replace the scratched one) will be dropped off at the customers house today, 4/4/14. Following the delivery of the new panel, the contract between Mr. [redacted] and Hot Tub Super Center is complete. For that reason a removal and refund of the contract will not be offered.

If Mr. [redacted] has warranty issues such as "jets not working", he can contact Artesian Spas Directly at ###-###-####. The warranty is through Artesian Spas, not Hot Tub Super Center. Artesian will send a technician other than Hot Tub Super Center to do the repair.