Innovative Investments, Inc.

This customer was referred to us by one of our long time customers. She purchased a re-conditioned (used) hot tub that did not have a cover with it on 9/26/16. At the time of purchase, she was given a choice of buying a cover through us or purchasing online. She opted to purchase
online and all necessary information was given to her so she could do so.Our protocol is to wet test EVERY tub, new or used, prior to delivery to make sure the tub is operating properly. The same care was given in this circumstance. It was delivered with the customer's permission on 11/11/16. As with all deliveries, the tub is put into position where the customer instructs us to put it. It is then the responsibility of the customer to run electric, fill the tub and let us know when this will happen so we can coordinate a return trip to "wet start" the tub and teach them how to use it.It should be noted that covers ordered from the online store are delivered directly to the buyer in approximately weeks. We received a call from this customer sometime in the first week of January 2017. Although we closed our store from 12/23/- 1/15/we were still monitoring incoming calls.The problem resulted from the tub being left uncovered until January 2017. Rain and snow filled the tub. Coupled with the freezing temperatures, the tub was a block of ice when we arrived. It was necessary to wait for warmer weather for the tub to thaw and she was told to put a "trouble light" in the cabinet to help provide warmth We are not sure when she hired an electrician to wire the tub, but we received her call to let us know she was ready for start up. We came back to her place to find we had to fill the tub. When we turned the power on to the tub the breaker tripped. Her electrician had wired the tub backwardsWe scheduled another electrician to come and correct the previous electrician's error. Of course, the tub had to be emptied because it could not be left in cold temperatures without the water circulating or it would freeze again. This required pumping down the water and blowing out the lines--individually. (time-consuming)Once the tub was wired correctly, we returned and re-filled it. There was a slight problem left from the original frozen issues and we told her we would return with a product that would take care of it. In the meantime, she cold use her tub and we taught her how to operate it and administer chemicals.We did return with the product and to treat the tub, but she did not want us to do it at the time. She said her kids had been using and enjoying the tub so much that they were finally talking to her and she did not want to have the treatment interfere with that at that time. She asked for us to leave it with her. We complied.The charges for our services were discussed and we told her we would cut the labor bill in half, ($700.00), because we wanted to work with her. She agreed at the time. Multiple hours and trips were made by our company tho help this customer get back on track. The problems were NOT caused by Royal. It is unusual that a customer would wait months to order a cover, run the electric and fill the tub so we could return to start the tub. Especially not in the coldest months of the year. In good faith, we will deduct $from her bill. This covers the last visit, product and sales tax. This also reduces her bill to $378.00--half of the time we spent in working on her problem