Response to Revdex.comComplaint # [redacted] filed 1/19/by [redacted] On January 7, 2015, Mr [redacted] called Crocker Sales inregards to his 2003, year old, hot tub not workingA service ticket wasgenerated The following day our ServiceManager, spoke with Mr [redacted] over the phoneThe Service Manager tried to troubleshootthe problem over the telephone with Mr***Mr [redacted] was trying to repairthe spa on his own The Service Manager had him check to verifythat voltage was getting to the spa Mr[redacted] confirmed that the spa was getting voltage and requested that ServiceManager send a technician to his home to fix the spa Mr [redacted] was informed by the Service Managerprior to scheduling, that we would go to his home, repair his spa, and then hewill be responsible for any additional labor and parts above the initial $210.00cost taken at the time the service ticket was generatedMr [redacted] agreed tothis and authorized Crocker Sales to repair the hot tub.On January 12, 2015, the Service Manager personally went tothe home to repair the spaIt was determined that the PC board and Topsideneeded to be replacedThe repair was performedWhen the Service Manager leftthe home he verified that the spa was working properlyMr***’s credit cardwas charged $which is the difference for the total repair, parts andlabor, after the initial $ On January 13, 2015, Mrs [redacted] called the office to complainabout the cost of the repairShe claimed that she was overcharged for thepartsShe said that she could have gotten the parts for less onlineWe triedto explain that it is not our policy or business practice to match onlineprices to third party vendorsThere is no way of knowing if the parts someoneis purchasing online are rebuilt and/or in working conditionAs a one-timecourtesy to Mr [redacted] and Mrs [redacted] , we searched the internet for comparableparts which we were able to match from a reputable vendor In an effort to satisfy the customerscomplaint, Crocker Sales issued a refund for $ A copy of this credit,dated January 13, 10:am, was mailed to the customer.Crocker Sales, as a reputable company, takes pride in thequality of our service and do not perform under par service by installing unreliableparts from third party vendors who are not held accountable if the parts do notwork properly or malfunction and/or parts furnished by the customerWe purchaseOEM (Original Equipment Manufacturer) parts to assure the quality and assuranceof the repairsWe cannot stand behind our service or warrant parts if they arepurchased through a third party.In conclusion, this repair was requested and authorized byMr***He was aware of the policies and procedures of Crocker Sales andthat we would go to the home and service the hot tub and that he would becharged for any parts and/or additional labor necessary, above the initial fee inorder to repair his spaWhen the Service Manager is troubleshooting anddiscussing the possible causes of what is wrong with the hot tub, it is alsoexplained that these are just possible causes and that there is no way todetermine the exact cause and costs involved in the repair until we are at thesite and repairing the hot tubMr [redacted] did not express any concerns aboutthe repair and/or costs and only asked that we repair his hot tub.In an effort to satisfy the customer’s complaint and that wereduced the cost of the parts, we request that this complaint be deemedresolved and that Crocker Sales performed services in a professional manner
Response to Revdex.comComplaint # [redacted] filed 1/19/2015 by [redacted]On January 7, 2015, Mr. [redacted] called Crocker Sales inregards to his 2003, 11 year old, hot tub not working. A service ticket wasgenerated. The following day our ServiceManager, spoke with Mr. [redacted] over the phone. The...
Service Manager tried to troubleshootthe problem over the telephone with Mr. [redacted]. Mr. [redacted] was trying to repairthe spa on his own. The Service Manager had him check to verifythat voltage was getting to the spa. Mr.[redacted] confirmed that the spa was getting voltage and requested that ServiceManager send a technician to his home to fix the spa. Mr. [redacted] was informed by the Service Managerprior to scheduling, that we would go to his home, repair his spa, and then hewill be responsible for any additional labor and parts above the initial $210.00cost taken at the time the service ticket was generated. Mr. [redacted] agreed tothis and authorized Crocker Sales to repair the hot tub.On January 12, 2015, the Service Manager personally went tothe home to repair the spa. It was determined that the PC board and Topsideneeded to be replaced. The repair was performed. When the Service Manager leftthe home he verified that the spa was working properly. Mr. [redacted]’s credit cardwas charged $749.80 which is the difference for the total repair, parts andlabor, after the initial $210.00. On January 13, 2015, Mrs. [redacted] called the office to complainabout the cost of the repair. She claimed that she was overcharged for theparts. She said that she could have gotten the parts for less online. We triedto explain that it is not our policy or business practice to match onlineprices to third party vendors. There is no way of knowing if the parts someoneis purchasing online are rebuilt and/or in working condition. As a one-timecourtesy to Mr. [redacted] and Mrs. [redacted], we searched the internet for comparableparts which we were able to match from a reputable vendor. In an effort to satisfy the customerscomplaint, Crocker Sales issued a refund for $ 166.00. A copy of this credit,dated January 13, 2015 10:10 am, was mailed to the customer.Crocker Sales, as a reputable company, takes pride in thequality of our service and do not perform under par service by installing unreliableparts from third party vendors who are not held accountable if the parts do notwork properly or malfunction and/or parts furnished by the customer. We purchaseOEM (Original Equipment Manufacturer) parts to assure the quality and assuranceof the repairs. We cannot stand behind our service or warrant parts if they arepurchased through a third party.In conclusion, this repair was requested and authorized byMr. [redacted]. He was aware of the policies and procedures of Crocker Sales andthat we would go to the home and service the hot tub and that he would becharged for any parts and/or additional labor necessary, above the initial fee inorder to repair his spa. When the Service Manager is troubleshooting anddiscussing the possible causes of what is wrong with the hot tub, it is alsoexplained that these are just possible causes and that there is no way todetermine the exact cause and costs involved in the repair until we are at thesite and repairing the hot tub. Mr. [redacted] did not express any concerns aboutthe repair and/or costs and only asked that we repair his hot tub.In an effort to satisfy the customer’s complaint and that wereduced the cost of the parts, we request that this complaint be deemedresolved and that Crocker Sales performed services in a professional manner.
Response to Revdex.com complaint The customer purchased a spa at a manufacturer sponsored event through a manufacturer salesperson. The customer claimed that the salesperson told him the cover lifter was included, when in fact there was no indication of that on the spa contract. Customer...
satisfaction is of our utmost importance, therefore, we have resolved this issue with the customer directly and have shipped him a cover lifter at no charge.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. On a side note, I'm disappointed that it took filing this complaint and negative feedback on social media to get a resolution. This is not indicative on a company which prides itself on customer satisfaction. Furthermore, my husband I both heard the salesman tell us this came with a lift. So essentially, the GM is calling us both liars.
Regards,
[redacted]
Response to Revdex.comComplaint # [redacted] filed 1/19/by [redacted] On January 7, 2015, Mr [redacted] called Crocker Sales inregards to his 2003, year old, hot tub not workingA service ticket wasgenerated The following day our ServiceManager, spoke with Mr [redacted] over the phoneThe Service Manager tried to troubleshootthe problem over the telephone with Mr***Mr [redacted] was trying to repairthe spa on his own The Service Manager had him check to verifythat voltage was getting to the spa Mr[redacted] confirmed that the spa was getting voltage and requested that ServiceManager send a technician to his home to fix the spa Mr [redacted] was informed by the Service Managerprior to scheduling, that we would go to his home, repair his spa, and then hewill be responsible for any additional labor and parts above the initial $210.00cost taken at the time the service ticket was generatedMr [redacted] agreed tothis and authorized Crocker Sales to repair the hot tub.On January 12, 2015, the Service Manager personally went tothe home to repair the spaIt was determined that the PC board and Topsideneeded to be replacedThe repair was performedWhen the Service Manager leftthe home he verified that the spa was working properlyMr***’s credit cardwas charged $which is the difference for the total repair, parts andlabor, after the initial $ On January 13, 2015, Mrs [redacted] called the office to complainabout the cost of the repairShe claimed that she was overcharged for thepartsShe said that she could have gotten the parts for less onlineWe triedto explain that it is not our policy or business practice to match onlineprices to third party vendorsThere is no way of knowing if the parts someoneis purchasing online are rebuilt and/or in working conditionAs a one-timecourtesy to Mr [redacted] and Mrs [redacted] , we searched the internet for comparableparts which we were able to match from a reputable vendor In an effort to satisfy the customerscomplaint, Crocker Sales issued a refund for $ A copy of this credit,dated January 13, 10:am, was mailed to the customer.Crocker Sales, as a reputable company, takes pride in thequality of our service and do not perform under par service by installing unreliableparts from third party vendors who are not held accountable if the parts do notwork properly or malfunction and/or parts furnished by the customerWe purchaseOEM (Original Equipment Manufacturer) parts to assure the quality and assuranceof the repairsWe cannot stand behind our service or warrant parts if they arepurchased through a third party.In conclusion, this repair was requested and authorized byMr***He was aware of the policies and procedures of Crocker Sales andthat we would go to the home and service the hot tub and that he would becharged for any parts and/or additional labor necessary, above the initial fee inorder to repair his spaWhen the Service Manager is troubleshooting anddiscussing the possible causes of what is wrong with the hot tub, it is alsoexplained that these are just possible causes and that there is no way todetermine the exact cause and costs involved in the repair until we are at thesite and repairing the hot tubMr [redacted] did not express any concerns aboutthe repair and/or costs and only asked that we repair his hot tub.In an effort to satisfy the customer’s complaint and that wereduced the cost of the parts, we request that this complaint be deemedresolved and that Crocker Sales performed services in a professional manner
Response to Revdex.comComplaint # [redacted] filed 1/19/2015 by [redacted]On January 7, 2015, Mr. [redacted] called Crocker Sales inregards to his 2003, 11 year old, hot tub not working. A service ticket wasgenerated. The following day our ServiceManager, spoke with Mr. [redacted] over the phone. The...
Service Manager tried to troubleshootthe problem over the telephone with Mr. [redacted]. Mr. [redacted] was trying to repairthe spa on his own. The Service Manager had him check to verifythat voltage was getting to the spa. Mr.[redacted] confirmed that the spa was getting voltage and requested that ServiceManager send a technician to his home to fix the spa. Mr. [redacted] was informed by the Service Managerprior to scheduling, that we would go to his home, repair his spa, and then hewill be responsible for any additional labor and parts above the initial $210.00cost taken at the time the service ticket was generated. Mr. [redacted] agreed tothis and authorized Crocker Sales to repair the hot tub.On January 12, 2015, the Service Manager personally went tothe home to repair the spa. It was determined that the PC board and Topsideneeded to be replaced. The repair was performed. When the Service Manager leftthe home he verified that the spa was working properly. Mr. [redacted]’s credit cardwas charged $749.80 which is the difference for the total repair, parts andlabor, after the initial $210.00. On January 13, 2015, Mrs. [redacted] called the office to complainabout the cost of the repair. She claimed that she was overcharged for theparts. She said that she could have gotten the parts for less online. We triedto explain that it is not our policy or business practice to match onlineprices to third party vendors. There is no way of knowing if the parts someoneis purchasing online are rebuilt and/or in working condition. As a one-timecourtesy to Mr. [redacted] and Mrs. [redacted], we searched the internet for comparableparts which we were able to match from a reputable vendor. In an effort to satisfy the customerscomplaint, Crocker Sales issued a refund for $ 166.00. A copy of this credit,dated January 13, 2015 10:10 am, was mailed to the customer.Crocker Sales, as a reputable company, takes pride in thequality of our service and do not perform under par service by installing unreliableparts from third party vendors who are not held accountable if the parts do notwork properly or malfunction and/or parts furnished by the customer. We purchaseOEM (Original Equipment Manufacturer) parts to assure the quality and assuranceof the repairs. We cannot stand behind our service or warrant parts if they arepurchased through a third party.In conclusion, this repair was requested and authorized byMr. [redacted]. He was aware of the policies and procedures of Crocker Sales andthat we would go to the home and service the hot tub and that he would becharged for any parts and/or additional labor necessary, above the initial fee inorder to repair his spa. When the Service Manager is troubleshooting anddiscussing the possible causes of what is wrong with the hot tub, it is alsoexplained that these are just possible causes and that there is no way todetermine the exact cause and costs involved in the repair until we are at thesite and repairing the hot tub. Mr. [redacted] did not express any concerns aboutthe repair and/or costs and only asked that we repair his hot tub.In an effort to satisfy the customer’s complaint and that wereduced the cost of the parts, we request that this complaint be deemedresolved and that Crocker Sales performed services in a professional manner.
Response to Revdex.com complaint The customer purchased a spa at a manufacturer sponsored event through a manufacturer salesperson. The customer claimed that the salesperson told him the cover lifter was included, when in fact there was no indication of that on the spa contract. Customer...
satisfaction is of our utmost importance, therefore, we have resolved this issue with the customer directly and have shipped him a cover lifter at no charge.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. On a side note, I'm disappointed that it took filing this complaint and negative feedback on social media to get a resolution. This is not indicative on a company which prides itself on customer satisfaction. Furthermore, my husband I both heard the salesman tell us this came with a lift. So essentially, the GM is calling us both liars.
Regards,
[redacted]