Hot Tubs Inc

From: sales office
dir="ltr" "">Date: Mon, Dec 1, at 3:PMSubject: *** ***To: "***"
*** ***,
As I had mentioned to you earlier today on the phone, we have resolved the issue with our customer *** ***. I had come across a complaint from *** *** while looking for another email and contacted her right away about finding a way to resolve the issue. Due to the date of her original email, I realized her complaint had been overlooked by a former employee that is no longer with our company. After emailing back and forth for about a week or two, *** *** has agreed to let us come out to service her hot tub on Monday Dec8th. I have apologized to *** *** for the delayed response Please let me know of anything else I can do to help the situation
Thanks,
Ryan
Hottubsinc

hello,It is my understanding that when this complaint was filed we already had the customer scheduled for serviceI know we have since visited the home and replaced the LED light controllerThis problem is repaired and this complaint should be listed as resolvedPlease let us know if this is
not the caseBest,
Kevin G***

First and foremost the spa has been delivered and accepted by the customer filing the complaintWe do acknowledge the spa was delivered day later than plannedHowever there is much more to the situationOn our way to deliver the spa our *** broke downWe have tow bills and repair
bills to offer if you would preferWe also still attempted to deliver the spa that same dayWe had a second crew delivering and when they finished their days' work they immediately came to assist the crew who had truck issuesUpon attempting to deliver the spa late on the original day of delivery the customer declined deliveryThey said it was too late in the eveningIt was after 8pm and we understand them declining the delivery however we had good intentions when offering to make the delivery that lateWe didn't want the customer to have to miss a second day of work or cancel any other obligations they may have had plannedMy delivery personnel would have much rather been home with their families however they were willing to sacrifice that to keep the customer happyThe following day we attempted to deliver the spa againOn the way we got caught in accident traffic in the Baltimore areaThe customer declined delivery again because we shouldn't have been lateWe did apologize once again and assumed they would understand we aren't in control of traffic or any accidents we had given entry of time to be on time however the traffic made us lateOnce they declined delivery I called them and spoke to them personallyWe agreed to deliver the spa that afternoon between 1:and 2:and the spa was delivered as planned. I would ask they consider removing the complaint as we have given them additional maintenance items with the spa to offset their time lost and to regain their trust in us. My Best,Kevin G***

To whom it may concern,Only aspect of this complaint is accurateThat would be that we refused to refund *** *** his money** *** signed an agreement stating he had days to cancel his agreementHe didn't attempt to cancel his agreement until days laterOnce his day right of recision
was passed we are committed to pay fees immediatelyThe first being the salespersons commissions, the second being a show promoters fee and the third a deposit for the special order custom unitAll of those fees are non refundable and exceed the deposit ** *** placedHot Tubs, Inc is in the red until the spa is delivered and paid for despite what ** *** may think. To say we are non responsive is totally falseWe exchanged emails on 6/29, 6/30,7/3,7/10,7/11,7/23,7/27,8/and 8/So times we exchanged multiple emails the same dayI also spoke to ** *** on the phone and we discussed his options to save money on the concrete foundation and discussed the use of another electrician because his original estimate was so expensiveI explained he should get quotes for the concrete and for the electricI also informed him that he had the option of a gravel base and even a spa EZ pad that would save him thousands as opposed to concrete. I will have Jenna check out next available delivery date and we will email delivery options to ** *** todayJust to be clear this a case of buyers remorse not a case of non responsiveness as he allegesIf you would like a copy of the emails or phone records I would be more than willing to provide them** *** has also placed complaints on other sites with these same faulse accusations and I will be in touch with my attorney regarding thosePlacing bogus complaints and reporting accusations in an attempt to get a refund is slanderWe've done nothing except enforce the contract that ** *** signed. My very best,Kevin G***

To Whom it may concern,*** *** needed one new cover and one pillow and a filterWe were waiting on our shipment of filters and covers to come in in order for us to send the filter out and cover. I spoke with his wife on 10/and let her know they we would be sending them out that day
because we had received our shipmentI also told her that I had the cover from *** *** and we could not mail that out because we take the risk of it being damaged while in transitWhile on the phone with her she was informed that we have a tech coming out to her house on 10/to install the new cover, which is tomorrow Jenna, who handles these situations never received any voicemails from *** *** prior to speaking with his wife on 10/I also just checked the tracking info on the the filters and pillow we sent him and it was delivered on Friday 10/and left at the front door, s im not really sure why there was a complaint filedHere is the tracking number:***Hot Tubs Inc

Good Morning, I would be happy to respond to the complaint that has been placed*** *** purchased a swim spa from Hot Tubs, Inc in December of He didn't have any contingencies on his contractOur contract states your deposit is non refundable after
business days of the original purchase*** *** clearly signed and accepted this agreementMore than months later *** *** decided he no longer wanted the swim spaHe contacted the sales rep along with our officeHe was at that point declined his refundOnce his refund was declined he contacted his credit card company to attempt a charge backWe countered that chargeback with a copy of his signed agreement and credit card slipOnce we provided those items the credit card company declined his chargeback as wellOnce that was declined he contacted us once again, in an attempt to satisfy him we offered;
A refund less a 30% restocking feeI explained this 30% would cover my expenses of the salespersons commissions, the show promoter's fee and our deposit we placed with the manufacturer to hold the price for the spaWe offered a in store credit for the purchase of any other items we currently sellWe offered him the option to downsize to a smaller less expensive unit that he could take delivery of at his convenience.
None the less none of these offers were satisfactoryI have been more than flexible with my offers but I do t believe *** *** is being reasonableI have attached a photo of the signed agreement Thank you for your assistance with this matter.
Respectfully,
Kevin G***
*** *** also filed a complaint with the manufacturer they have since said they would be transferring this to our Revdex.com office and we would receive a second complaintPlease be sure to combine these complaints as we value our Revdex.com rating and our relationship with the Revdex.com

April 7, 2015To whom it may concern, We agree to pay $for the damages to the wallThese damages are minor scuffs and scratches that are hidden behind landscaping when entering the drivewayWe explained that the driveway was extremely
tight and was going to be a tough fit for our trailerIt is my belief that this repair will never be completed due to the fact that the damage is very minor and hidden as I said earlierI believe this is more than fair considering those facts. As for the repairs to the spa, he can call and arrange any service or repairs on his spa at any point and time, we have three technicians that work dailyIf there is any issue simply call the office and arrange a service callWe stand behind our products we sell 100%Our office number is ###-###-####.Warm Regards,*** ***

To whom it may concern: We did go out to *** ***'s house at the end of July to diagnose the problemThe part that was needed was ordered after his appointment and he did call to get updatesWhen he called we informed him his part had not come in yet, not that we were too busy to do the
work for himWe would never tell any of our customers we are too busy Our policy is that we collect an $trip charge prior to a service callIt is in every spa contractWe have received the part and we have them scheduled for 9-9-to install the new boardWe will also be taking them out a set of filters when we returnAttached you will find their work order for 9-9-15. Hot Tubs Inc

Revdex.com:
Thank you for your continued efforts on our behalf.I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, despite the merchant's inaccurate description of the actual damages.  As a result of the merchant's lack of response prior to today, however, we have recently made arrangements to file a lawsuit for these damages.  This complaint has been formalized but has not yet been submitted to the Court for scheduling.  If this settlement payment is received by us within the next 7 days, this complaint will not be filed, as planned, in [redacted] on Wed., April 15th 2015.Failure to settle as agreed will result in the complaint being filed with no further discussion.
Sincerely,
[redacted]

Good Morning,         I would be happy to respond to the complaint that has been placed. [redacted] purchased a swim spa from Hot Tubs, Inc in December of 2014. He didn't have any contingencies on his contract. Our contract states your deposit is non refundable after 3...

business days of the original purchase. [redacted] clearly signed  and accepted this agreement. More than 6 months later [redacted] decided he no longer wanted the swim spa. He contacted the sales rep along with our office. He was at that point declined his refund. Once his refund was declined he contacted his credit card company to attempt a charge back. We countered that chargeback with a copy of his signed agreement and credit card slip. Once we provided those items the credit card company declined his chargeback as well. Once that was declined he contacted us once again, in an attempt to satisfy him we offered;1. A refund less a 30% restocking fee. I explained this 30% would cover my expenses of the salespersons commissions, the show promoter's fee and our deposit we placed with the manufacturer to hold the price for the spa.2. We offered a in store credit for the purchase of any other items we currently sell.3. We offered him the option to downsize to a smaller less expensive unit that he could take delivery of at his convenience. None the less none of these offers were satisfactory. I have been more than flexible with my offers but I do t believe [redacted] is  being reasonable. I have attached a photo of the signed agreement.   Thank you for your assistance with this matter. Respectfully,Kevin G[redacted] also filed a complaint with the manufacturer they have since said they would be transferring this to our Revdex.com office and we would receive a second complaint. Please be sure to combine these 2 complaints as we value our Revdex.com rating and our relationship with the Revdex.com.

To whom it may concern, Hot Tubs Inc. has recently bought out [redacted] service department AND retail store. [redacted] in now ONLY doing new pool construction. We have had an online store for years and were told when we bought out the retail store that they would shut down their online...

store. [redacted] placed an online order through [redacted] not Hot Tubs Inc. [redacted] [redacted] never told us there was an online order placed through their online store. We had no way of knowing an online order was placed through [redacted]. In the meantime, [redacted] was expecting an ordered delivered to her from [redacted] because that is who she placed the order with. [redacted] and Hot Tubs Inc. are in the same building so when she called to inquire about the status of her order on 6/15 she talked to a Hot Tubs Inc. employee and stated that she had placed an order on the online store. My employee came to me and asked to find her order online but when I looked I could not find anything. We then called her back that day to tell her we did not have an order from her she then stated that she had ordered from [redacted]. A manager talked to her on 6/16 and told her we would talk with [redacted] about this matter and we would get her products sent out. We asked [redacted] on 6/17 when their office manager returned to work about her order and they said they did not have an order for her and never charged her card. Whether or not they did or didn't get an order from her or charged her card, Hot Tubs Inc. has no way of knowing, we can only go off of [redacted] word. We had no way of knowing what products she had ordered through [redacted] to get them sent out to her. When the manager talked to her on 6/16 she said she had ordered 2 filters and some chemicals. Again, we had no way of knowing what filters or what chemicals she ordered. A retail employee called to see what filters and chemicals she needed so we could get them sent out but there was no answer. We left a message but received no return phone call. I spoke to [redacted] yesterday 6/23 and he told me exactly the items that his wife had purchased. I assured him they would be sent out that day and indeed they were. We sent these items out with NO payment from [redacted] OR [redacted]. We tried very hard to work with [redacted] and get her items sent out and to make her a happy customer so she will place orders on our online store in the future. I called to talk with [redacted] today but she was unavailable so I spoke with her husband. He was very understanding and said he would talk with his wife to have the complaint removed and to make one against [redacted]. I believe this was very confusing for both parties involved and do not believe this was our fault. I definitely believe this all transpired because of [redacted]. We are asking for this complaint to be removed off of our profile.

It will be hard to sum up all of the many problems and how long they went on this summer/fall. This company Hot Tubs Inc., operates out of the same building as Stevenson Pools in Owings, MD. I originally called to have a water quality issue and possible problem with my filter diagnosed. What I encountered was multiple missed appointments with no phone call, misdiagnosis of the problem, a technician breaking off one of the filter's valve handles, and not replacing the handle until 6 weeks later after first ordering the wrong handle. I was not even told by the company that they broke my handle, I found out about it on my own a couple of days later. Even after the correct handle was finally ordered and delivered to the store, it took about 2 more weeks after repeated broken promises about what day the handle would be replaced for the work to be done.
When it came time to close the pool my filter cartridges were not cleaned and the cover pump, which I had left out was not put on the cover. The cartridges were finally cleaned 10 days after the pool was closed after several phone calls to complain. I ended up putting the pump on the cover during this 10 day period so the cover would not be damaged during a heavy rain.
Probably the most frustrating part of this whole experience was the complete lack of concern or customer service when I called repeatedly to discuss all of these issues. I was constantly told that no promise could be made as to when the problems would be taken care of since other customers were waiting for service. This was despite all the errors and missed appointments.
Several times I was told on the phone that problems were taken care of, despite no one ever coming back to the house, let alone fix the problems.
No manager ever called to discuss these issues, and several attempts to leave messages with management were not possible due to full voicemail boxes. I was first asked to deal with 1 particular person, and then with a 2nd person. Neither showed any sincere effort to deal with any of these mistakes or delays, and frankly seemed like they could care less about these issues or when they would get resolved.
I was even billed for the full amount before the cartridges were ever cleaned, and despite me having to put the cover pump on myself.
I can honestly say this was the worst customer service experience with any business, of any type, I have ever encountered.
Very disappointing for a company I had used often in the past with no problem, and who I had hoped to use again.

From: sales office <[redacted]>Date: Thu, Feb 5, 2015 at 12:13 PMSubject: [redacted]To: "[redacted]" <[redacted]>Mr. [redacted], The issue with Ms. [redacted] has been resolved.  We picked up her tub at her request and her...

deposit was refunded.  If you or she has any other questions or concerns, please feel free to contact me.  Thank you and have a great weekend. RyanHot Tubs Inc.

To Whom it may concern,
[redacted] needed one new cover and one pillow and a filter. We were waiting on our shipment of filters and covers to come in in order for us to send the filter out and cover. I spoke with...

his wife on 10/22 and let her know they we would be sending them out that day because we had received our shipment. I also told her that I had the cover from [redacted] and we could not mail that out because we take the risk of it being damaged while in transit. While on the phone with her she was informed that we have a tech coming out to her house on 10/27 to install the new cover, which is tomorrow.  Jenna, who handles these situations never received any voicemails from [redacted] prior to speaking with his wife on 10/22. I also just checked the tracking info on the the filters and pillow we sent him and it was delivered on Friday 10/23 and left at the front door, s im not really sure why there was a complaint filed. Here is the tracking number:
[redacted]
Hot Tubs Inc.

I can not dispute that the [redacted] have had problems with their hot tub. However all we can do is honor the warranty and repair the tub as quickly as possible. Coming to repair their spa 3 days after requesting service is not a long period of time. Even the complaint of taking 2 weeks is not...

terrible considering we had to order and get parts from the manufacturer prior to rescheduling the repair appointment. Returning the spa is not an option and replacing the spa would be a decision made by [redacted]. It is not a decision we can make. Some of their issues come from abuse of the spa. Over filling, under filling, improper chemical balance and lack of maintenance/cleaning that causes deterioration of the spas heater, pumps and other parts. At one point the chlorine level was so high it corroded the stainless steel components. Another time the filter system was clogged and the heater along with the 24hr circulation pump was starved of water. This caused damage to both components. All of these issues should not have been covered under warranty due to customer abuse and lack of maintenance. In good faith we covered them anyway and repaired the spa. We have also had issues with the Schowen's as they have verbally abused many employees over the phone, yelling, threatening and attempting to bully employees. To schedule service and have their spa repaired all they need to do is call the office at ([redacted] speak to Malissa courteously and she will schedule their warranty repair for the next available date. If they want to pursue replacement that will need to be done through [redacted] customer service at ###-###-####. In closing we don't enjoy customers being dissatisfied there is no reason for us not to stand behind our product and repair it. We are in the Virginia area at least twice a week. We want to repair the spa, we want the [redacted] to be happy and lastly we want them to use, maintain, and clean their spa regularly to prevent these issues. We have sold nearly 600 spas per year for the last 7 years with that considered we have very few Revdex.com complaints. We obviously take care of our reasonable customers. The  [redacted] and the way they treat our staff have not been reasonable customers however we will continue to honor the warranty and make repairs as needed. My Best, Kevin G[redacted]

We have answered their issues and given responses. Refunding is not an option. Replacment would have to be authorized by the factory. The best we can do is repair the spa and honor the warranty as I have offered in the last 2 responses. I dont know what else I can do to satisfy the customer. I have acknowledged they had issues and have offered to repair  the spa under the warranty terms and conditions within the factory warranty. Call Malissa and we can get service scheduled as soon as possible.My best,Kevin G[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]                 I have over nighted [redacted] check for $1400.00. It will arrive [redacted] by 10:30 am Friday April 10, 2015. His Tracking number is [redacted]. Please let me know once you have received this information. I have also called [redacted] and let him know as well. JennaHot Tubs Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  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 this resolution is satisfactory to me. 
However if the business fails to complete the repair as stated I will open another complaint. Thank you for your time.
Regards,
[redacted]

To whom it may concern,
Hot Tubs Inc. has recently bought out [redacted] service department AND retail store....

[redacted] in now ONLY doing new pool construction. We have had an online store for years and were told when we bought out the retail store that they would shut down their online store. [redacted] placed an online order through [redacted] not Hot Tubs Inc. [redacted] never told us there was an online order placed through their online store. We had no way of knowing an online order was placed through [redacted]. In the meantime, [redacted] was expecting an ordered delivered to her from [redacted] because that is who she placed the order with. [redacted] and Hot Tubs Inc. are in the same building so when she called to inquire about the status of her order on 6/15 she talked to a Hot Tubs Inc. employee and stated that she had placed an order on the online store. My employee came to me and asked to find her order online but when I looked I could not find anything. We then called her back that day to tell her we did not have an order from her she then stated that she had ordered from [redacted]. A manager talked to her on 6/16 and told her we would talk with [redacted] about this matter and we would get her products sent out. We asked [redacted] on 6/17 when their office manager returned to work about her order and they said they did not have an order for her and never charged her card. Whether or not they did or didn't get an order from her or charged her card, Hot Tubs Inc. has no way of knowing, we can only go off of [redacted] word. We had no way of knowing what products she had ordered through [redacted] to get them sent out to her. When the manager talked to her on 6/16 she said she had ordered 2 filters and some chemicals. Again, we had no way of knowing what filters or what chemicals she ordered. A retail employee called to see what filters and chemicals she needed so we could get them sent out but there was no answer. We left a message but received no return phone call. I spoke to [redacted] yesterday 6/23 and he told me exactly the items that his wife had purchased. I assured him they would be sent out that day and indeed they were. We sent these items out with NO payment from [redacted] OR [redacted]. We tried very hard to work with [redacted] and get her items sent out and to make her a happy customer so she will place orders on our online store in the future. I called to talk with [redacted] today but she was unavailable so I spoke with her husband. He was very understanding and said he would talk with his wife to have the complaint removed and to make one against [redacted]. I believe this was very confusing for both parties involved and do not believe this was our fault. I definitely believe this all transpired because of [redacted]. We are asking for this complaint to be removed off of our profile.

To whom it may concern:
We did go out to [redacted]'s house at the end of July to diagnose the problem. The part that was needed was ordered after his...

appointment and he did call to get updates. When he called we informed him his part had not come in yet, not that we were too busy to do the work for him. We would never tell any of our customers we are too busy.   Our policy is that we collect an $80 trip charge prior to a service call. It is in every spa contract. We have received the part and we have them scheduled for 9-9-15 to install the new board. We will also be taking them out a set of filters when we return. Attached you will find their work order for 9-9-15. 
Hot Tubs Inc.