Mountain Mist Pool & Spa of Longmont

Initial Business Response /* (1000, 5, 2015/09/03) */
I would respectfully request that this case be removed as resolution was offered to the customer and accepted on 9/2/2015. We have acted in good faith and made every attempt to communicate and actively resolve these issues even over and above...

the obligations of the manufacture's warranty.

Complaint: [redacted]
I am rejecting this response because the response from the owner is incorrect:1) 12/2/09: I...

purchased this tub from Mountain Mist Spas.  The repeated claims from the owner that Mountain Mist Spas did NOT sell me the tub are not true.   Whenever I called Mountain Mist Spas for service on multiple occasions, I always mentioned that I had purchased the tub from them to make sure they new the make, model, and my customer history. They never stated anything about ownership change, or if that would affect our relationship.   I have attached the delivery receipt confirming Mountain Mist Spas delivery of this hot tub.  2) 4/1/17: I called to inform that the tub was leaking. They advised me to call back in a few months when the weather had warmed a bit more to properly investigate the cause of the leaking.  3) 6/15/17:  Service call made by Mountain Mist Spas to investigate the leaking.  The cause was felt to be the heater, for which a down payment needed to be made to purchase the part.  A payment was made for $416, as the documentation from Mountain Mist Spas Verifies.  4) 7/19/17: the heater was installed.  I was informed that an additional payment was necessary for labor.  Therefore, an additional payment of $241.82 was made.   I went out to inspect the tub when I came home.  I noticed that when I turned the hot tub on, a loud sound was coming from the pump and that leaking around the newly installed heater was now happening.  I called to arrange a service visit.6) 8/29/17: A representative came out from Mountain Mist Spas to Investigate.  He found a plastic stick in the pump, and removing it did indeed make the pump work fine without any abnormal noise. He said that the sensors in the newly installed heater were the problem.  He informed me that if I purchased new sensors, that should take care of my problem with the heater and leaking.  At this point. the pump worked.  An additional charge of $105.73 was made to purchase the sensors.  The people from Mountain Mist Spas confirmed that no charges beyond supplies would be necessary (including labor). 7) 9/19/17: The New Sensors were installed by Mountain Mist Spas.  When I came home to test the hot tub, I noticed that while there was no longer leaking around the hot tub heater and sensors, the pump did not work nor did the new heater heat the hot tub. 8) 9/20/17: I called Mountain Mist Spas to inform them of this and request that they fix the problem. They informed me that they would come out on 9/22/17 to fix it. 9) 9/22/17: My wife was home throughout the day.  No knock on the door, invoice, or confirmation of service was made by any representative of Mountain Mist Spas. No change was noted in the function of the tub. 10) 9/25/17: I called Mountain Mist Spas to inform them that the tub does not work. I was informed that a representative would call me back that day.  I received no call.11) 9/26/17: I called Mountain Mist Spas again to let them know that I never heard back from anybody the previous day.  I was told that I would get a call back from the owner.  Later that day, I did receive a call from [redacted].  Because I was so shocked by his unprofessional and angry demeanor, I felt obliged to write them down during and after the call. Here are the notes I made:[redacted]: "This is [redacted] from Mountain Mist"Me: "Hello. This is [redacted]. SilenceMe: "I'm sorry. Should I talk?  Are you aware of my situation?  I feel like you should talk."[redacted]: "Yes. I am aware of everything."Me: "Great. I think you probably should tell me what is going on.  I was hoping to get a call back on Friday of what you guys found."[redacted]: "I heard from my employee that you called us a liar.  That you were saying we were just charging you for more service so that we can make more money off of you.  Are you calling me a liar?"Me: No.  I do know that I went out to my hot tub and it doesn't work.  I wanted to arrange for someone to come out to fix it.  I was told that somebody would come by to fix my tub on friday.  But when I came home to turn it on, now the pump and the heater don't work.  It doesn't leak, but now both the pump and the heater don't work. "[redacted]:"We did come out there on Friday. When we left - the hot tub worked fine."Me: "Hmm.  I can assure you that when I came home on friday, as well as today, the pump doesn't work and the water is still cold despite the new heater and heater sensors."[redacted]: "Are you calling me a liar?"Me: "No, I am just telling you that my tub doesn't work and wanted to arrange a repair.  I called last wednesday and was told that they could not come out until friday.  When I came home to check on the tub, it was still cold and the pump still didn't work.  So, I called back on monday to check in.  Your employee told me that I would get a call back later that day. I never received the call. I called today again to find out what was going on.  [redacted]: "Believe me.  That employee got an earful from me. I made sure he knew what he did wrong."Me: "I would just like my hot tub to work.  I don't really need to know if you yelled at an employee. My goal is to have a working hot tub,.  I just feel that when your people come out to fix the tub, they should make sure that when they leave, the hot tub works."[redacted]: "As I mentioned. We came out there and the tub works fine."Me: "I am right here with the tub. The water is cold and the pump doesn't work.  I bought this tub from you a while back and have always come to Mountain Mist for my repairs. This is your hot tub that you sold me, so I thought you would know it the best."[redacted]: "Let me assure you [redacted]. I did not sell you this hot tub.  I can promise you that.  This is not our hot tub.  I have been very kind to you and have not charged you for all of the service we have done to your tub."Me: "But I did buy the tub from Mountains Mist. I just want my hot tub to work.  I want to know when someone can come out to fix it."[redacted]: "[redacted]. I can tell I am not going to get anywhere with you.  I was going to send somebody out there. But as far as I am concerned, our relationship is done. We aren't going to come out there."Me: "Look. I would just like to have my hot tub work. We have had a number of service calls and the tub is worse off than it was before, and I am out a lot of money. The parts you have installed and I paid for don't work, and now the pump doesn't work.:[redacted]: Angrily - "We are done with you.  I would encourage you to go find another company to service your hot tub." Me: "Please.  I would just like to have someone come out to fix my tub.Click.  He had hung up on me. 9) 9/29/17: A service professional from [redacted] came by to look at the hot tub. This gentleman had previously worked on building these hot tubs at the manufacturer.  Upon inspection, he informed me that whoever installed the pump and sensors had hooked them up to the mother board incorrectly and in doing so had actually permanently damaged the circuit board.  Now, in order for the hot tub to be functional, approximately $1600-1800 would be necessary to replace the Circuit Board.  He informed me that the hot tub was no longer operational and that this was due to the incorrect wiring made when the new heater and sensors were installed.  My request:1) Return the $763.55 made to Mountain Mist Spas for the installation of a new heater, sensors, and service calls to inspect and install.  These parts were either faulty to start with, or were permanently damaged due to negligence on the part of Mountain Mist Spas. 2) Either reimbursement for or installation of a new mother board for the tub, which was permanently damaged due to the negligence of Mountain Mist Spas.3) If preferred, as Mountain Mist Spas is in the Hot Tub business, I would accept service of my hot tub until it is in satisfactory working condition at no cost, or I would accept a new or newer replacement hot tub in satisfactory working condition.    
Sincerely,
[redacted]

Please see our detailed response, attached you will find a letter and multiple documents supporting our position. Thank you, [redacted] [redacted]

I have stated my position on this matter and would welcome a conversation with a Revdex.com representitive on the matter but am not going to take the rest of my day and pick apart this argument one point at a time.  I will note that the reciept this customer sent is from the [redacted] Mountain Mist which does confirm my earlier suspicion, this would be why there is no record what so ever of any purchases from [redacted] in my system even for water care supplies over the last number of years.  If he doubts me, he is welcome to contact them.