Koda Vacations

We stand by our original repsonse that was witnessed by multiple employees and customers in our store and at the customer's residence The manufacture of the hot tub is aware of this customer's actions and will not provide them with any assistance We do not allow people to become verbally abusive with our employees or in our store with customers present We will no longer be addressing this issue with this customer

Complaint: ***
I am rejecting this response because: most of it is untrue and not factualfirst the delivery was late, the company got paid 'upfront' and told me to go pound sand they got their money.. there was never customers in their store ever! they recommended the electrical work, we agreedI never attempted any 'physical' confrontation ( I am years old).... they tried to tell us the water had 'static' electricity in it, and bottom line is the hot tub is broken and they won't fix it! they got their moneyand have been rude and arrogantthere were two fuses and a filter, I asked about the bill $189 for whatthey had told us the hot tub was covered for all parts and labor, when we bought it..... apparently they have been getting away with this for years!
Regards,
*** ***

The customer financed this hot tub through Wells Fargo.  After we delivered the hot tub it took the electrician of their choice a little over a week to make an appointment and hook the hot tub up.  We our not licensed electricians, and the customer knew and signed a document stating he...

would be responsible for the electrician.  This delay angered the customer and they called Wells Fargo and told them the spa had not been delivered when they had it sitting in their backyard.  This made us appear to have stolen money from Wells Fargo and required a lot of paperwork and time to prove otherwise.  A few weeks after this episode, the customer came to our store to purchase a new filter for the hot tub and we did not have them in stock.  After telling him we would have them in stock in a few days, he began to scream at us inside of our store with customers present.  A few weeks later, we had a very heavy thunderstorm in the area with a lot of lightining.  The day after this storm, this customer contacted us and told us there was no power at all to the hot tub.  We explained to them that with no power at all to the hot tub that it could be an electrical issue due to the storms.  We let them know that if it was an electrical issue due to the storm it would not be covered under warranty to which they agreed.  When we arrived it was determined that a fuse had blown due to a power surge and informed the customer that we would have to bill them for our service.  At this point the customer started yelling and getting physically threatening towards our service personel (which happened to be the company owner) and saying he was not going to pay.  We informed him that due to his actions in the past and presently during that service call that we would no longer be doing business with him.  We did not bill him for either the part used (which we left) or the service call (he lives an hour outside of town).  The bill that the customer is stating was for multiple items that they requested, including a new filter, main buse fuse, and a service call out of town.  We did not bill them and they payed nothing for us coming out and replacing the fuse on the hot tub.  When we left the hot tub was working fine.  Two weeks later the customer shows up in our store claiming the hot tub was working fine and then when he drained and refilled it, a problem arose again.  He asked how soon we could come and fix it and he was told we did not have an exact date, but would contact him shortly and come fix it.  At this point he insisted apon an exact time for the appointment and when we told him once again that we would have to get back with him, he began to raise his voice and cause a confrontation in front of customers in our store.  Due to our previous history with this client, we politely asked him to leave.  We have been selling and servicing hot tubs for 10 years and building swimming pools for over 30 years.  We have a great reputation and always take care of our customers.  This individual has been verbally and physically confrontational several times with our employees and customers.  We do not tolerate this and will not work with this customer again.  This situation has been brought on by his actions and we put up with a lot from him.