Pacific Hot Tub Solutions LLC

Complaint: [redacted] I am rejecting this response because: 1) My hot tub doesn't work at all now, I unplugged it until my next appoint as it wasn't heating up and started grinding away trying to make the jets work2) The temperature gauge/ dial doesn't do anything if I put it in the off or coolest position or the hottest...nothing happens at all It keeps running and doesn't shut down at all, I have to unplug it Each visit I was told it was the cover problem and each visit it ended up being hardware problems, a motherboard was the last problemWhen I set up the last appointment she confused me with another person until I mentioned my temperature dial didn't work and we set up a appointment, I found out later when talking to her yesterday she cancelled the appointment leaving a voice mail, which I never got and show no signs of receivingFirst visit diagnosis service estimate Bad Temp sender and Highlimet asked for cardboard cutout for cover.second visit installed temp sender and Highlimet and filterGave the pattern for my hot tub for coverFirst call No heat from jets, kept it running for weeks prior to calling Told it was the cover issue and cold weathersScheduled another appointment third visitIt turns out the control board was fried and wasn't heating the water Part ordered.forth visit Installed the control board, water started heating to a warm temperature Told again to order a cover Second call one week into new part, water warm, control dial for temperature control not working, water not heating up or shutting downReceived a call back again stating it's a cover problem, told them the control dial doesn't do anything at all...not even shutting down the hot tub, confusion but a new appointment set three weeks out.Third call we went back and forth until I was hung up on, was told the problem was the cover, even after I let them know the dial didn't do anything As I told them and even gave them a pattern for my hot tub, once my hot tub is work Is properly I'll upgrade to a better cover, but not until the hot tub is actually able to run....which it currently does not Sincerely, [redacted] ***

All required components need to be in place before we can proceed with any repairs

I have already responded to this We had a signed consignment agreement We exercised the 20% allowed per the agreement'It is unfortunate that the consumer believed their hot tub was worth more than it was We had an agreement to sell it for an amount and an agreement which allowed us to negotiate that price down as needed

Complaint: [redacted] I am rejecting this response because: First off, I never said the tub “works perfectly”, I said it worksI wouldn't have asked for new Moto-Massage jets if they were working correctlyIf MrS [redacted] had actually made good on his promise to deliver, set up, and test out the tub at our house, he would have discovered that it wasn't working normally My request for new jets, or $in compensation was, I feel, a reasonable compromise from the $I initially requested, not demanded as you statedThe fact that your business made a “clerical error” in writing down the year of the tub is not the customer's problemAnd, you did not provide the serial number on my sales receipt, despite the fact that there was a space for itIt wasn't put on the paperwork until after the tub had been delivered and set up, and the installers were leavingAlso, as self-proclaimed “experts” in the spa business, you would have had to have known that a Hot Springs Jetsetter tub had the control panel on the top of the tub, not on the side like a does My deciding to buy a hot tub came after rejecting several older tubs that you showed us, and me making it clear that I didn't want anything olderI only agreed on buying what I thought was a tub because of the Hot Springs reputationHaving owned several other hot tubs, I know that they aren't made to last as long as you claim they are, and I never would have considered buying a year tubYou made a mistake, and I shouldn't have to just suck it upDespite what you might think, in discussing this situation with several other business owners, not one of them agrees with your argumentDon't you care what your reputation is with the public? Sincerely, [redacted]

While I understand Mr [redacted] concern that the tub was misrepresented, as we already explained to him on the phone, the marking of vs was a clerical error not an intentional act The serial number noted on his paperwork was the correct serial number and clearly, as he noted, identified the hot tub as a Had we been trying to mislead him we would have doctored the serial number as well That is not how we do business A poorly handwritten written can easily be read as a We do advertise our pricing is typically on the dollar over new pricing That is current new pricing, not new pricing at the time the tub was purchased The tub Mr [redacted] purchased would easily be $new today so selling if for $was accurate to our advertising We feel no refund is owed as we sell tubs of this caliber, with warranties for 1/of new (today) pricing many times each month When the hot tub needs to be repaired we will honor Mr [redacted] warranty just like any other customer, but getting a refund and opting out of the warranty is not an option The price he paid is consistent with any other sale I believe this is a case of buyers remorse and nothing more

The consumer has a hot tub that he continues to say is not heating correctly; however, we have, since our initial visit to his property, told him in order for his tub to heat to proper temperatures and work properly he needs a proper coverHis tub is wired on a 110v circuit which will take approximately hours for the tub to heat to if it has an insulated cover which prevents all of the heat from escaping out of the open top He does not have this type of cover, which is a required component for a hot tub His "temporary cover" is nothing more than a thermal blanket which is designed to assist the main cover in reducing heat loss as well as minimize the absorption of water into the insulated coverBy his own admission, he states that his tub gets warm but not hot He states that the thermostat does not work and that he can not control the tub by turning it up or down The reason for this is because the hot tub does not have an appropriate insulated cover The pump has to continue to work because that is how the tub heats Water is pumped through the heater which then circulates and heats up the water Because there is no cover the water is cooling down as fast as it is heating up, especially in the cold weather we have had for the past monthsBecause it is trying to heat and cycle the water when he turns the temperature up or down it will not shut off and he can not turn the pump on or off because it is already on trying to heat so it can't be turned off while heatingThe consumer does not seem to understand his tub is doing everything it is supposed to but all he is doing without a cover on his tub is heating the air It would be like leaving all the doors and windows open in your house and setting the heat to degrees on your furnace If it is colder than degrees outside the furnace is never going to stop running nor will the house get to because your heating the air outside The consumer does not seem to understand this concept If he does not want to purchase a cover from us, that is fine This is not a tactic to up-sell a cover He NEEDS a cover in order for his hot tub to function property and again, we have advised him of this from our initial visit to his propertyAs for hanging up on the consumer, I did tell the consumer I would no longer continue to have the very lengthy circular conversation I was having with him I had other customers waiting patiently in my shop and our conversation was not productive I continued to advise the consumer he needed to get a cover for his hot tub in order for his tub to work properly I told him to contact us when he either had or wanted to get a cover but until then there was nothing further I could do for himMy technician is confident once an appropriate cover is in place the hot tub will function properly

Complaint: [redacted] I am rejecting this response because: The explanation from the business is mistaken My receipt from the business is clearly marked as the model year of the hot tub, and the serial number was not filled in on the form The people who delivered the spa gave me a copy of a warranty form before they left, and they filled in the serial number of the tub on that form, as taken off the hot tub itself I contacted Hot Springs and gave them the serial number, which they said identified the hot tub as manufactured in Scott S [redacted] told my wife and I the hot tub was a 2009, and he clearly wrote on the sales receipt I'm just grateful the hot tub works, since his installers left before the tub was even half full of water, and I never got Scott S [redacted] promised testing of the tub once installed, to verify that it was working correctly The installers had another appointment The only buyer's remorse I have is that I got involved with an unethical business As I have the written proof of misrepresentation from the business itself, I have no choice but to pursue further action against Pacific Hot Tub Solutions.Sincerely, [redacted]

Complaint: ***I am rejecting this response because:
The audio of the conversation that I had with MrB*** clearly shows that he indeed promised that I would definitely be contacted if a lesser offer was made for my hot tub than what was agreed upon
Though the tub manufacture date is 2004, I purchased the tub new years ago
I have receipts for all purchases and repairs related to the tubBoth the heat pump and the circulation pump were replace a year agoI also have detailed photos of the cover which was cleaned regularly, and as the hot tub was maintained in a covered patio, the cover is in excellent conditionIf MsP*** decided to replace items that did not need replacing, the cost of those items should be borne by Hot Tub Solutions and not reflected in the sale amount that I received
There were also no issues with the tub sensors, however, a temperature sensor sells for $and a high limit sensor sells for $35.
I also have family and friends in the Portland area, Lake Oswego and BeavertonSeveral of them attended the four day Portland Home Show in February and will attest that my hot but was not part of the Hot Tub Solutions inventory
Since MsP*** never bothered to contact me, it is very interesting that she claims to know whether or not I was eager to sell the tubThe tub was picked up on Feb11, and the letter and check for the sale of the tub was dated March This was just six weeks, so MsP***’s assertion that the tub was in the showroom for “a couple of months” is clearly untrueIf she had bothered to call, I would have told her to wait for a better offerTherefore, Hot Tub Solutions should bear the cost of that decision
Sincerely,*** ***

As I previously indicated, the was poorly written on documentation when we received the hot tub and therefore, our price list was written incorrectly thus why Scott said it was a and wrote on the paperwork
The delivery crew writes down the serial number on the paperwork when they deliver the tubs. They write it down directly from the control panel and Mr*** is correct the tub is a 2007. That would not have affected the price we sold him the tub for. It has a double moto massage and we NEVER sell tubs with double motos for less than $4000. The cost of the tub is not just for the hot tub but for work done to it, the warranty, etc. Not just the tub so the year is not completely relevant to the price of the tub
When Mr*** brought the error to our attention we offered to increase his warranty by a year which he declined. Mr*** only wanted a $refund and demanded it from my general manager and even now in his request to you he requests $or parts for his hot tub which isn't even broken. Mr*** has an exceptional quality hot tub and he paid a fair price for it. By his own admission the hot tub works perfect. For some reason, Mr*** feels he was overcharge and wants to use this medium to try to get a refund He admits he likes his tub, he likes the tub works perfectly, he didn't discuss the pricing when he purchased the hot tub and the was a human error. Providing the actual serial number should prove we had nothing to hide and I am sure anyone Mr*** discusses this matter with will agree had we intention to misrepresent the tub or we would have never provided the actual serial number

Please see the attached agreement signed by *** *** which clearly indicates my company is authorized to negotiate the consignment amount by no more than 20% without written authorizationWe will often try to contact the seller to make sure they are ok with the offer; however, this is a
courtesy not a requirement of the agreementIn Ms*** case, we had already given her $500 cash towards the selling price of $3000. The tub is years old, we had to replace sensors, circulation pump and purchase a new cover for the hot tub to make it marketable. We took a reduction in our profit from this tub as well allowing the customer to purchase it for a price they were comfortable with. The tub had been in our showroom for a couple of months and we knew Ms*** was eager to sell it. Contrary to her statements that the tub was not taken to the home and garden show, we did take it. It was not there on opening day but we changed inventory out daily and it did go to the show. Again, due to its age, people were not as interested in it as they were other available inventory. So, when we found an interested buyer after the show we opted to make the sale instead of hot out for $more which would have lost the sale and caused Ms*** to wait even longer for your money
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

We were out on the 25th and we will be replacing the pump on the tub next week on Monday
The consumer was notified yesterday of the appointment

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me if she actually sends the money owed
However, I have heard this same story for almost months. How long does it take to write out a check?,
I, understandably so, hesitate to accept her word anymore........we'll see!Sincerely, *** ***

Complaint: [redacted]
I am rejecting this response because:why would I want to have you come back?, hot tub still has a leak even after I paid for it to be fixed.  Hot tub not on or working due to its inability to pump or even heat the water even after 'repairs' control board and other components paid for and installed 
Sincerely,
[redacted]

While I understand Mr. [redacted] concern that the tub was misrepresented, as we already explained to him on the phone, the marking of 2009 vs 2007 was a clerical error not an intentional act.  The serial number noted on his paperwork was the correct serial number and clearly, as he noted,...

identified the hot tub as a 2007.   Had we been trying to mislead him we would have doctored the serial number as well.  That is not how we do business.  A poorly handwritten written 7 can easily be read as a 9.
We do advertise our pricing is typically .50 on the dollar over new pricing.  That is current new pricing, not new pricing at the time the tub was purchased.  The tub Mr. [redacted] purchased would easily be $8000 new today so selling if for $4000 was accurate to our advertising. 
We feel no refund is owed as we sell tubs of this caliber, with warranties for 1/2 of new (today) pricing many times each month.  
When the hot tub needs to be repaired we will honor Mr. [redacted] warranty just like any other customer, but getting a refund and opting out of the warranty is not an option.   The price he paid is consistent with any other sale.  I believe this is a case of buyers remorse and nothing more.

As promised, I will be more than happy to provide the $100 to our customer.
 
It was not intentional or fraudulent on my part, just an oversight.
 
The manufacturer of the covers sends the packing slip to the Oregon City location and often the covers get delivered without the packing...

slip attached.  This is an issue we are working to resolve in our office.
 
As stated, we have closed the Lincoln City store, effective December 1, 2015 and with that closure there have been many loose ends that needed to be tidied up.  This is one of them and had not been forgotten.
 
I understand the customers frustration and will have the check out to him shortly.

Complaint: [redacted]I am rejecting this response because:
While I accept your offer to have a technician look at my tub on the week of Feb 25th, I do not accept your version of reason or level of accountability in dealing with this matter. You stated in your Revdex.com response that "by my own admission" I received a brand new pump and control board. I have never submitted this as fact. As far as I know these parts are new because that's what you and your staff tell us, not by "my own admission." The 2nd pump we received showed signs of stress only a couple weeks after its install and came with blemishes and scrapes on it (I can in no way verify whether or not any of these parts are in fact out of box, I can only take the owners' word for it). Whether you can disprove me or not, the fact is that only 1/2 of our hot tub is usable. The jets on the side with the suspected faulty pump are weak to the point that you might as well not have them on and our tub was not in this condition when we tested it in your shop and for the first couple weeks after install with our initial pump in place. I informed you of the 2nd pump acting up before the control board went out. After said control board was fixed, the pump remained in the weakened condition I originally reported. I have now waited almost three months for you to send a technician out to fix our tub which was supposed to be covered under your own 1-year warranty. I have heard from you and your manager at least three times now that you'd "review our paperwork and send someone out to fix the problem." No one ever contacts us back or schedules the visit as you assure me. In the end, Pacific Hot Tub Solutions is not living up to their end of our contract and does not show me good faith that they intend to. This is why we are now negotiating through the Revdex.com. Sincerely,[redacted]

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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
First off, I never said the tub “works perfectly”, I said it works. I wouldn't have asked for new Moto-Massage jets if they were working correctly. If Mr. S[redacted] had actually made good on his promise to deliver, set up, and test out the tub at our house, he would have discovered that it wasn't working normally.
My request for new jets, or $600 in compensation was, I feel, a reasonable compromise from the $1000 I initially requested, not demanded as you stated. The fact that your business made a “clerical error” in writing down the year of the tub is not the customer's problem. And, you did not provide the serial number on my sales receipt, despite the fact that there was a space for it. It wasn't put on the paperwork until after the tub had been delivered and set up, and the installers were leaving. Also, as self-proclaimed “experts” in the spa business, you would have had to have known that a 2009 Hot Springs Jetsetter tub had the control panel on the top of the tub, not on the side like a 2007 does.
My deciding to buy a 2009 hot tub came after rejecting several older tubs that you showed us, and me making it clear that I didn't want anything older. I only agreed on buying what I thought was a 2009 tub because of the Hot Springs reputation. Having owned several other hot tubs, I know that they aren't made to last as long as you claim they are, and I never would have considered buying a 2007 year tub. You made a mistake, and I shouldn't have to just suck it up. Despite what you might think, in discussing this situation with several other business owners, not one of them agrees with your argument. Don't you care what your reputation is with the public?
 Sincerely,[redacted]

Mr. [redacted] hot tub has a brand new pump and a brand new control board installed by his own admission.  My staff has been out to assess the hot tub and his complaint of reduced pressure from the jets.
Our schedule is booked solid which is why Mr. [redacted] has not been contacted in the past week...

to have a service call scheduled.  I am not in the office at this time but just got the voice mail left by your staff person and wanted to respond. 
I know we are booked solid through this week and next but I can get him on the schedule the week of the 25th to have someone come out and assess the situation.  Unfortunately, if the tub is functioning properly and the pump is the correct size I will be unable to do anything further for Mr. [redacted].  I have no way of knowing what he thinks the pressure was before but if the right equipment is installed and the tub is running properly then the pressure is what it is.
It is possible that the pump that was previously installed may have been the wrong size pump initially.  A pump that is too large will cause leaks and problems with the tub.  We install to initial factory specifications.  So if the previous owner of the hot tub had changed the pump once it is possible that the pump was larger than should have been installed in the tub to begin with and when we replaced it we would have put the correct size in.

Complaint: [redacted]
I am rejecting this response because: 1) My hot tub doesn't work at all now, I unplugged it until my next appoint as it wasn't heating up and started grinding away trying to make the jets work. 2) The temperature gauge/ dial doesn't do anything if I put it in the off or coolest position or the hottest...nothing happens at all.  It keeps running and doesn't shut down at all, I have to unplug it  Each visit I was told it was the cover problem and each visit it ended up being  hardware problems, a motherboard was the last problem. When I set up the last appointment she confused me with another person until I mentioned my temperature dial didn't work and we set up a appointment, I found out later when talking to her yesterday she cancelled the appointment leaving a voice mail, which I never got and show no signs of receiving. First visit diagnosis service estimate Bad Temp sender and Highlimet asked for cardboard cutout for cover.second visit  installed temp sender and Highlimet and filter. Gave the pattern for my hot tub for coverFirst call.  No heat from jets, kept it running for 2 weeks prior to calling.  Told it was the cover issue and cold weathers. Scheduled another appointment third visit. It turns out the control board was fried and wasn't heating the water.  Part ordered.forth visit Installed the control board, water started heating to a warm temperature.  Told again to order a cover.  Second call one week into new part, water warm, control dial for temperature control not working, water not heating up or shutting down. Received a call back again stating it's a cover problem, told them the control dial doesn't do anything at all...not even shutting down the hot tub, confusion but a new appointment set three weeks out.Third call we went back and forth until I was hung up on, was told the problem was the cover, even after I let them know the dial didn't do anything   As I told them and even gave them a pattern for my hot tub, once my hot tub is work Is properly I'll upgrade to a better cover, but not until the hot tub is actually able to run....which it currently does not.  
Sincerely,
[redacted]