Hot Tubs

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 He didn't have any contingencies on his contractOur contract states your deposit is non refundable after business days of the original purchase [redacted] clearly signed and accepted this agreementMore than months later [redacted] 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 convenienceNone the less none of these offers were satisfactoryI have been more than flexible with my offers but I do t believe [redacted] is being reasonableI have attached a photo of the signed agreement Thank you for your assistance with this matterRespectfully,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 complaintPlease be sure to combine these complaints as we value our Revdex.com rating and our relationship with the Revdex.com

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 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 more weeks after repeated broken promises about what day the handle would be replaced for the work to be doneWhen 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 days after the pool was closed after several phone calls to complain I ended up putting the pump on the cover during this day period so the cover would not be damaged during a heavy rainProbably 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 appointmentsSeveral 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 problemsNo 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 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 resolvedI was even billed for the full amount before the cartridges were ever cleaned, and despite me having to put the cover pump on myselfI can honestly say this was the worst customer service experience with any business, of any type, I have ever encounteredVery disappointing for a company I had used often in the past with no problem, and who I had hoped to use again

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 oneSince day one we have had issues and repairs to the hot tubI think to honor good customer service would be to refund us the cost of the tub and come get itWe have had hot tubs in the past and never had these issues out of themWe did replace a heater in oneThat's all we didWe are still today having issues with this hot tubAlways having to power off to reset errors on the screenWhich Melissa said to do so we don't get charged for a service tech to come downNow pump is making a loud noise againThe circulator pump doesn't run properly againThe filters are cleanThe water level is above the LD lightsWater has tested goodIts nothing that we are doing wrongWe are very hurt and upset with this hot tubWitch anybody would that was having these issues Regards, [redacted] And [redacted]

[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 complaintThank you for your time Regards, [redacted]

To Whom it may concern: [redacted] put a contract on a spa n 3-22-and we did ask him for 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 weeks due to their back log being so booked upHis spa was completed at the factory on Augand 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 locationAugust 17-Jenna was out of town and she spoke with him on Aug when she returnedShe offered him our earliest delivery date of Sept He wasn't happy that it had taken this long for him to get his spaShe 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 I never received a letter from [redacted] ***, if I had I would have absolutely responded to himFor unforeseen reasons 9-11-we had to cancel the delivery he was scheduled for and told him we would rescheduleHe was also unhappy he couldn't not reschedule over the weekend, but we are closed on the weekendsJenna handled this issue first thing Monday morning on 9-and offered to deliver on 9-He could not make that date work so Jenna made some phone calls to the delivery crew to see if we could deliver any earlierWe were able to make a delivery slot for him on 9-He did receive his spa on 9-and signed the delivery confirmationAttached you will find that delivery confirmationWarm regards,Hot Tubs Inc

To Whom it may concern: [redacted] put a contract on a spa n 3-22-and we did ask him for 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 weeks due to their back log being so booked upHis spa was completed at the factory on Augand 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 locationAugust 17-Jenna was out of town and she spoke with him on Aug when she returnedShe offered him our earliest delivery date of Sept He wasn't happy that it had taken this long for him to get his spaShe 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 I never received a letter from [redacted] ***, if I had I would have absolutely responded to himFor unforeseen reasons 9-11-we had to cancel the delivery he was scheduled for and told him we would rescheduleHe was also unhappy he couldn't not reschedule over the weekend, but we are closed on the weekendsJenna handled this issue first thing Monday morning on 9-and offered to deliver on 9-He could not make that date work so Jenna made some phone calls to the delivery crew to see if we could deliver any earlierWe were able to make a delivery slot for him on 9-He did receive his spa on 9-and signed the delivery confirmationAttached you will find that delivery confirmation Warm regards, Hot Tubs Inc

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

To whom it may concern, Hot Tubs Inchas recently bought out [redacted] service department AND retail store [redacted] in now ONLY doing new pool constructionWe 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 storeWe 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 Incare in the same building so when she called to inquire about the status of her order on 6/she talked to a Hot Tubs Incemployee and stated that she had placed an order on the online storeMy employee came to me and asked to find her order online but when I looked I could not find anythingWe 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/and told her we would talk with [redacted] about this matter and we would get her products sent outWe asked [redacted] on 6/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 cardWhether or not they did or didn't get an order from her or charged her card, Hot Tubs Inchas no way of knowing, we can only go off of [redacted] wordWe had no way of knowing what products she had ordered through [redacted] to get them sent out to herWhen the manager talked to her on 6/she said she had ordered filters and some chemicalsAgain, we had no way of knowing what filters or what chemicals she orderedA retail employee called to see what filters and chemicals she needed so we could get them sent out but there was no answerWe left a message but received no return phone callI spoke to [redacted] yesterday 6/and he told me exactly the items that his wife had purchasedI assured him they would be sent out that day and indeed they wereWe 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 futureI called to talk with [redacted] today but she was unavailable so I spoke with her husbandHe 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 faultI definitely believe this all transpired because of [redacted] ***We are asking for this complaint to be removed off of our profile

From: sales office < [redacted] >Date: Thu, Feb 5, at 12: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 weekendRyanHot Tubs Inc

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]

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 case.Best,Kevin G [redacted]

To Whom it may concern, [redacted] 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 coverI 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 [redacted] 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 [redacted] 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: [redacted] Hot Tubs Inc

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have received the productsHowever, the facts in their response are incorrectNever did the store call me to find out what products I orderedIn fact, their employees promised to call me back several times and they never didThis is what I have an issue with, that their employees were not responsive to my phone callsI had to always call the store to find out where my products whereAdditionally, 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