Hotwater Works, Inc.

To whom it may concern:
I am writing in regards to the formal complaint ID 11730506 that Hotwater Works received from the Revdex.com, filed on 09/23/2016 by [redacted]. 
 
My name is [redacted], and I am the customer service representative for Hotwater Works. I scheduled this...

particular delivery for a Jacuzzi 365 on 07/05/2016 to a customer named [redacted] purchased a floor model hot tub, so it was not wrapped in shipping material at the time of delivery. Because of the lack of wrapping and insignificant tie downs on the control panel, specifically, the door to the control panel flew off the hot tub in the move. When the service technicians came back from the delivery they made our company aware that the panel had blown off in the wind and that we had to order a new one at our expense. 
 
I put orders in at the end of the week, so that parts can ship together. I ordered [redacted]s door panel at the end of that shipping period from Jacuzzi, on 07/15/2015. 
 
Over the next several weeks, approximately every 3-4, I checked in with Jacuzzi to see where the panel was. I was told that our “parts person”, [redacted], was out of the office by an automated response form and that someone would be in contact. I was eventually contacted by another representative, [redacted], on behalf of [redacted], and that she needed additional information to order this part. We had back and forth correspondence. Eventually, the part was ordered correctly. 
 
I had been contacted by the customer, [redacted], on numerous occasions. On those occasions I had told him that I had taken the proper steps in ordering the part that he needed, and that I was waiting for Jacuzzi. I forwarded all correspondence between Jacuzzi and I to the customer [redacted] to show that I had put forth the effort to order his part and that I was running into trouble. [redacted] had stated at the time, that with this new discovery he would be filing a complaint against Jacuzzi, and that he expects my full cooperation in the complaint, as I have shared as much information as possible to show that I have tried to resolve any issue he has had. 
 
At this time, the part did come in, and was immediately taken to [redacted]s home and placed onto his tub. 
 
As far as I am aware, the issue was that the panel broke and needed to be replaced. The panel HAS been replaced, just not in a satisfactory time to [redacted]’s or Hotwater Works standards.  
 
If there is anything further that we can do to assist our customer, we would be happy to oblige. 
 
[redacted]Hotwater Works & FuroHealth 2116 E. Michigan Ave.Lansing, MI 48912[redacted]