Lansing Spatech, Inc.

Having read the rejection, I contacted Howard at ***He mispoke in November when we were outThe circuit board issue will cover labor less travelTherefore a $reimbursement will be sent to *** ***The LED warranty was only one yearMs*** can certainly keep the new light controller free of chargeAs previously stated, an further diagnosis of the LED system will not be covered under warrantyNobody was able to confirm the remainder of the rejection statementWe wish Ms*** best of luck in the futureThank you,
David ***

The customer has no labor coverageShe can pay for additional diagnostic cost, but the manufacturer will not cover the expenseWe did deliver the spa to her through a contract with *** ***s, but we aren't her service centerWe performed service because we were in the area that dayWe returned
at our own expense to change the light controllerThis didn't rectify the situation because there are additional issues that need diagnosisI've spoken with *** ***s in this regard and they assured me it would not be covered.Thank you,
David ***

Good afternoon-I had filed the above complaint, and had received an e-mail message from the Revdex.com that there was a new message regarding my claim on 12/18/15, and that I had 7 days to respond.  I logged on, on 12/24/15, and my message was closed out!!  It should have remained opened that day and the entire next day.  They have since closed out my complaint.  What can I do?

Lansing Spatech, Inc. came to repair our hot tub today. We called them in the morning and by the afternoon two friendly technicians showed up. They were very knowledgable and fixed the problem within 15 minutes. Thank you Lansing Spatech, Inc. for your help and prompt service. We highly recommend this business to every spa owner.

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 EXCEPT for the fact that Lansing handled the original issue and all subsequent issues in a very unprofessional manner and unfortunately for him, he has lost business because of it.  I am happy to accept the additional $45 refund, however would have preferred that the job be completed during the initial visit.  This will at least allow me to conduct my business elsewhere.  I expect to receive the refund within the next 5 business days.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  According to [redacted], I should only have been charged a small fee for travel expenses.  Mr. [redacted] never submitted the warranty claim, and Howard at [redacted] has indicated he was escalating this situation to his manager, and they were going to terminate any future business with Mr. [redacted] because [redacted] does not condone those types of business behaviors.  [redacted] had contracted with Mr. [redacted] to perform the installation and service, and he did not complete his job.  [redacted] has since assigned this out to a different service company and has already agreed to cover all charges.  Howard, at [redacted] can be reached at ###-###-####.  He was the one that approved the warranty service for the control panel and the additional service for the light control panel.  Mr. [redacted], again, was very rude and unprofessional, and it is believed by [redacted] that he just pocketed the overcharge, did not conduct his business to their or my expectations, did not perform his job, and was very unprofessional and rude.
Sincerely,
[redacted]

The customer has no labor coverage. She can pay for additional diagnostic cost, but the manufacturer will not cover the expense. We did deliver the spa to her through a contract with [redacted]s, but we aren't her service center. We performed service because we were in the area that day. We returned...

at our own expense to change the light controller. This didn't rectify the situation because there are additional issues that need diagnosis. I've spoken with [redacted]s in this regard and they assured me it would not be covered.Thank you,David [redacted]

Complaint: [redacted]
I am rejecting this response because:  The original call to [redacted] and Lansing indicated that the circuit board and lights were not working.  It was at that time that both acknowledged they would both be covered under the warranty; it was never stated that the LED lights would not be covered.  Howard at [redacted] has since set me up with a new company to come out and fix the lights, as well as guaranty payment for the fix under the warranty, however I will still need to pay the new company for travel, when I should have only have had to pay once.  Since Lansing did not complete the job and charged me labor, which was against the policy and practices of [redacted], a full refund should be issued by Lansing in order to pay the new company to do the job that Lansing did not complete.  As of today, even the $60 reimbursement still has not been received. 
Sincerely,
[redacted]

Okay. The additional $45 travel fee will be refunded as well. Hopefully this resolves the issue completely.
Thanks,
Dave [redacted]

Good afternoon-
I had filed the above complaint, and had received an e-mail message from the Revdex.com that there was a new message regarding my claim on 12/18/15, and that I had 7 days to respond.  I logged on, on 12/24/15, and my message was closed out!!  It should have remained opened that day and the entire next day.  They have since closed out my complaint.  What can I do?

Okay. The additional $45 travel fee will be refunded as well. Hopefully this resolves the issue completely.Thanks,Dave [redacted]

Having read the rejection, I contacted Howard at [redacted]. He mispoke in November when we were out. The circuit board issue will cover labor less travel. Therefore a $60 reimbursement will be sent to [redacted]. The LED warranty was only one year. Ms. [redacted] can certainly keep the new light controller free of charge. As previously stated, an further diagnosis of the LED system will not be covered under warranty. Nobody was able to confirm the remainder of the rejection statement. We wish Ms. [redacted] best of luck in the future.Thank you,David [redacted]

Review: I purchased a hot tub from [redacted] along with an extended warranty. Back in October 2015, I contacted them about a couple of issues I was having; one with the circuit board and one with the lights not working properly. [redacted] told me that these items were covered under warranty until December 3, 2015, and that [redacted], the same company that installed the hot tub, was the warranty service provider. I called [redacted] and had to wait approx. 6 weeks for the appointment, and had told them also that this was a warranty service for [redacted]. David [redacted] came to my house on November 5, 2015 and proceeded to look at my hot tub. After approx. 45 minutes, he told me that he replaced the circuit board and handed me an invoice for $445 that was $320 in materials and $105 in labor listed as a service call. I told him that [redacted] and the person from his company I spoke with on the phone confirmed that this was covered under warranty and he told me "it's not covered under warranty, it's too old, and I can just take out the part if you're not going to pay for it". I told him that I couldn't pay that amount and also told him I was covered under my warranty until December 3, 2015. He made a phone call and spoke to someone named Howard (he noted in on the invoice) who confirmed that it was a warranty. He then scratched out the materials cost and told me I had to pay the $105, that it was a flat fee for a service call, even though it was supposedly covered. I wrote him a check, and asked him about the lights not working. He said he didn't have the part on him and he would come back out and also give me a stereo trim plate - he wrote both of these on my invoice per my request. He confirmed that I would not be charged an additional $105 since he didn't have the part and it was part of the original service request. After a week, I hadn't heard from him, so I sent him a message via his company website, and also called and left a voice mail. I still didn't hear back, and waited a couple of days and tried calling again. I reached someone in his office who told me he would schedule the return visit for December 3, 2015. I told him I would not be available on that date, and he told me I didn't need to be here for them to fix the lights. I also asked him about the $105, and he told me that there isn't a service call fee, that there is a small travel fee. He told me he would ask about it and call me back, and he never did. I returned home on December 6, 2015 and found an invoice in my mailbox that said the light control had been replaced and tested, no charge. I checked the lights, and they were still not working, and there was no stereo trim plate, either. I called him at approx. 830pm that same night and told him the lights didn't work. He said "ya, I know", so I asked why they didn't work and why he didn't fix them. He said he didn't know what the problem was, and in order to determine it, it could cost me well over $400 just in labor costs for him to find the problem! I asked what he was talking about, and he said his labor costs is $105 per half hour and it wasn't covered under warranty! I reminded him that since this was supposed to have been taken care of back on November 5th that I shouldn't have to pay any additional costs because it was stated in the original call. I told him that he is giving me conflicting information, told him what the man in the office told me about the travel fee vs. labor costs, that he himself told me it was $105 flat fee, and now he's telling me it's $105 per half hour! He told me he shouldn't even be handling the warranty service because it's out of his area. I told him that he was the one that installed it per [redacted] and that they arranged for him to handle the warranty work. He was very rude and unprofessional each time I had to speak with him (in person/on phone). I told him I was going to contact [redacted] and the Revdex.com to file complaints. He called me 5 minutes after we had hung up and told me he would give me the name of the company that should be handling my warranty service. He refused to rectify the situation and was just continued to be rude, unprofessional and disrespectful. He did not perform the service that he himself had written on the original paperwork, and refused to complete the job or acknowledge that according to his office personnel, he overcharged me to begin with.Desired Settlement: I would like the job completed at no additional cost as well as a refund of the labor charge I already paid.

Business

Response:

The customer has no labor coverage. She can pay for additional diagnostic cost, but the manufacturer will not cover the expense. We did deliver the spa to her through a contract with [redacted]s, but we aren't her service center. We performed service because we were in the area that day. We returned at our own expense to change the light controller. This didn't rectify the situation because there are additional issues that need diagnosis. I've spoken with [redacted]s in this regard and they assured me it would not be covered.Thank you,