Hot Tubs Inc

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: If anyone needs an apology, we should get one. Since day one we have had issues and repairs to the hot tub. I think to honor good customer service would be to refund us the cost of the tub and come get it. We have had 2 hot tubs in the past and never had these issues out of them. We did replace a heater in one. That's all we did. We are still today having issues with this hot tub. Always having to power off to reset errors on the screen. Which Melissa said to do so we don't get charged for a service tech to come down. Now pump 3 is making a loud noise again. The circulator pump doesn't run properly again. The filters are clean. The water level is above the LD lights. Water has tested good. Its nothing that we are doing wrong. We are very hurt and upset with this hot tub. Witch anybody would that was having these issues.   
Regards,
[redacted] And [redacted]

To Whom it may concern:
[redacted] put a contract on a spa n 3-22-15 and we did ask him for 4 weeks notice before he was ready for delivery so we could order the...

spa through [redacted]. 
At the end of June we were notified by [redacted] that their lead times for spas to be completed at the factory was now 6 weeks due to their back log being so booked up. His spa was completed at the factory on Aug. 10 2015 and we were waiting for [redacted] to send us the [redacted]'s spa. [redacted] sub contracts out their freight  so we have to wait for them to give us a date for spas to be delivered to our location. August 17-24 Jenna was out of town and she spoke with him on Aug 25 when she returned. She offered him our earliest delivery date of Sept 11. He wasn't happy that it had taken this long for him to get his spa. She explained to him that the amount of time it took his spa to be completed at the factory and to be sent to us was out of her control and that she was very sorry for the inconvenience for him but we would deliver on Sept 11. I never received a letter from [redacted], if I had I would have absolutely responded to him. For unforeseen reasons 9-11-15 we had to cancel the delivery he was scheduled for and told him we would reschedule. He was also unhappy he couldn't not reschedule over the weekend, but we are closed on the weekends. Jenna handled this issue first thing Monday morning on 9-14 and offered to deliver on 9-21. He could not make that date work so Jenna made some phone calls to the delivery crew to see if we could deliver any earlier. We were able to make a delivery slot for him on 9-15. He did receive his spa on 9-15 and signed the delivery confirmation. Attached you will find that delivery confirmation. 
Warm regards,
Hot Tubs Inc.

To Whom it may concern: [redacted] put a contract on a spa n 3-22-15 and we did ask him for 4 weeks notice before he was ready for delivery so we could order the spa through [redacted]. At the end of June we were notified by [redacted] that their lead times for spas to be completed at the...

factory was now 6 weeks due to their back log being so booked up. His spa was completed at the factory on Aug. 10 2015 and we were waiting for [redacted] to send us the [redacted]'s spa. [redacted] sub contracts out their freight  so we have to wait for them to give us a date for spas to be delivered to our location. August 17-24 Jenna was out of town and she spoke with him on Aug 25 when she returned. She offered him our earliest delivery date of Sept 11. He wasn't happy that it had taken this long for him to get his spa. She explained to him that the amount of time it took his spa to be completed at the factory and to be sent to us was out of her control and that she was very sorry for the inconvenience for him but we would deliver on Sept 11. I never received a letter from [redacted], if I had I would have absolutely responded to him. For unforeseen reasons 9-11-15 we had to cancel the delivery he was scheduled for and told him we would reschedule. He was also unhappy he couldn't not reschedule over the weekend, but we are closed on the weekends. Jenna handled this issue first thing Monday morning on 9-14 and offered to deliver on 9-21. He could not make that date work so Jenna made some phone calls to the delivery crew to see if we could deliver any earlier. We were able to make a delivery slot for him on 9-15. He did receive his spa on 9-15 and signed the delivery confirmation. Attached you will find that delivery confirmation. Warm regards,Hot Tubs Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have received the products. However, the facts in their response are incorrect. Never did the store call me to find out what products I ordered. In fact, their employees promised to call me back several times and they never did. This is what I have an issue with, that their employees were not responsive to my phone calls. I had to always call the store to find out where my products where. Additionally, if they bought out [redacted] and knew about the situation, they could have assisted in getting this straightened out since [redacted] is in the same building as stated in their response.

hello,It is my understanding that when this complaint was filed we already had the customer scheduled for service. I know we have since visited the home and replaced the LED light controller. This problem is repaired and this complaint should be listed as resolved. Please let us know if this is not...

the case.Best,Kevin G[redacted]

Review: Purchased a hot tub from this company. Upon delivery in July 2014 the unit was damaged. Damage is minimal but visible and was noted on delivery receipt. We were told that the company would send service to repair.

In late September we sent email to Kevin regarding repair. He requested pictures, which we sent along with the delivery ticket on 10/1/14. Since then we have email twice more (10/2 & 10/23)with no contact. I just sent a third email today, 10/29/14.Desired Settlement: Would like to have it repaired as stated.

Business

Response:

From: sales office<[email protected]>Date: Mon, Dec 1, 2014 at 3:41 PMSubject: [redacted]To: "[redacted]" <[redacted]>[redacted], As I had mentioned to you earlier today on the phone, we have resolved the issue with our customer [redacted]. I had come across a complaint from [redacted] 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, [redacted] has agreed to let us come out to service her hot tub on Monday Dec. 8th. I have apologized to [redacted] for the delayed response. Please let me know of anything else I can do to help the situation. Thanks, RyanHottubsinc.

Review: hottubsinc has not fulfilled it's agreement to service my spa,my spa is still under warranty (I have had it less then a year)

I have called for service for the past week(7/08-7/12)I left messages on their voice mail,telling them about the problem and leaving my phone number.after not receiving any return calls I contacted the spa manufacturer,who then tried to reach hottubsinc.after they tried for several days they finaly returned my call and setup a service date for 7/16 between 10:30 am and 12:00.NO CALL NO SHOW.then I called the manufacturer again to tell them that no one showed up to fix my spa,they said they would call the service company(hottubsinc)and get back to me.no call.Desired Settlement: fix my spa.

Business

Response:

To whom this may concern,

[redacted] spa was repaired. It was repaired to his satisfaction before I had even received but the Revdex.com complaint. We immediately contacted **.[redacted] to be sure everything had been repaired and he was happy. He was happy with no issues. I asked him to please contact the Revdex.com and let them know this complaint was resolved. Please contact the customer to confirm.

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.