Hotwater Works

To whom it may concern: I am writing in regards to the formal complaint ID that Hotwater Works received from the Revdex.com, filed on 09/23/by [redacted] *** My name is ***, and I am the customer service representative for Hotwater WorksI scheduled this particular delivery for a Jacuzzi on 07/05/to a customer named [redacted] *** [redacted] purchased a floor model hot tub, so it was not wrapped in shipping material at the time of deliveryBecause 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 moveWhen 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 togetherI ordered [redacted] ***s door panel at the end of that shipping period from Jacuzzi, on 07/15/ Over the next several weeks, approximately every 3-4, I checked in with Jacuzzi to see where the panel wasI was told that our “parts person”, ***, was out of the office by an automated response form and that someone would be in contactI was eventually contacted by another representative, ***, on behalf of ***, and that she needed additional information to order this partWe had back and forth correspondenceEventually, the part was ordered correctly I had been contacted by the customer, [redacted] ***, on numerous occasionsOn 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 JacuzziI 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 replacedThe 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 EMichigan Ave.Lansing, MI [redacted]