Hot Tubs Plus

RE: Complaint by *** * *** We sold a Cal Spa to Mr***
with a year manufacturer warranty. We provided years of service and would have gladly continued to do so had it not been necessary to make some service route changes. In the last few years our business has relocated over miles further; we have also had to downsize our staff and can no longer sustain a route 27+ miles away. We referred Mr*** to an independent spa service contractor. We were not aware that the service person had not responded. Though, we can google other companies in Mr***'s area for him it is, nevertheless, out of our hands to make another service person or company respond. Sincerely, *** ***
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Review: Ten years ago, I bought a Cal Spas Hot Tub from Hot Tubs Plus in Dagsboro, Delaware. The hot tub was installed at my home in Delmar, Delaware which is about 25 miles from the store in Dagsboro. The original cost of the hot tub was over $10,000 and Hot Tubs Plus has provided me with exceptional customer service over the years. I have always paid my bill in a timely fashion, and have replaced my expensive hot tub cover twice during those years through a purchase from Hot Tubs Plus. I thought I was a preferred customer of theirs. On March 18 of this year, my hot tub needed some service, so I called Hot Tubs Plus for a service call. Instead of the normal, professional service I have been provided over the years, I get redirected to a Mr. [redacted]. The explanation is that we no longer service your area and we're too busy servicing the beach areas to provide you service! Wow! No client loyalty. Mr. [redacted] has failed to act in two months after discussing my needs to him on March 18, 2015. When asked to provide the name of another service provider, none was given to me by Hot Tubs Plus. I'm stranded after being a loyal customer for 10 years. My complaint is that Hot Tubs Plus' current service strategy of servicing one geographic area (the beach) vs mine is a poor business practice. Hot Tubs Plus current location in Dagsboro, Delaware is several miles from the beach and the business, while still in business, has provided no customer loyalty.Desired Settlement: I need my hot tub repaired. I will gladly pay for the service as I have done over the years. If Hot Tubs Plus will not repair it, then a referral to a qualified repair technician is essential.