Rich's For The Home

Complaint: [redacted] I guess I am actually having to accept their response but have some comments When [redacted] did the installation there was no mention of any issues on the roof The "very old" stove pipe had NEVER leaked in the yrs I have lived in this house The leaking started after the conversion to propane They did not mention anything when they returned in May either, other than there were no problems with the installation I now think (through sending roof, stovepipe and interior photos of the problem) to a knowledgeable person that the issue is likely the flashing This complaint would have not happened if the customer service were better at Rich's and *** I offered pictures but they said they would have to actually see it and charge me to come out and do that They became defensive and did not really listen - just said it was out of warranty I understand that diagnosing through pictures has limitations but quite possibly could have avoided the complaint and helped me to a solution There were several times after I signed on the dotted line committing to the stove purchase that I regretted choosing Rich'sTheir unfriendly attitude being the main problem throughout and to the end Know that I will never use nor recommend Rich's or *** Should the roofer find anything due to installation of the propane conversion, I will write back to the Revdex.com.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Waterberry is not is reputable as people think he videotaped and recorded me without my permission while here on my propertyThat is completely illegal I am done...my attorney is now handling this and they will deal with riches and Waterberry pools and spas Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Hello No I do not agree with their statementMy husband and I have both known how to operate this hot tub from day oneMrW [redacted] comment is not true it is taken out of context as I told him he showed me more than the sales man or anyone at riches on the operation of the systemThe attached picture is the master lock that was inside of our air filter tration system in the hot tub this is why our hot tub shut down because the temperature was over 107°We could've been burned or even the possibility of being electrocutedSo I do not agree and I do not believe that I have been made whole againNo one at Rich's has taken responsibility for this master lock that was inside of our hot tub which is now full of rustSo as I said no I do not except the response [redacted] *** ADDITIONAL EMAIL FROM CONSUMER- helloI would like this picture to be sent to Richs as wellThey still have not explained how this got into my hot tubThis is why it shut down[redacted] Sincerely, [redacted] ***

Mrand Mrs [redacted] purchased their [redacted] spa for $13,plus tax and received it in January, The spa they purchased came with a full factory warranty from [redacted] The warranty is administered by [redacted] and [redacted] performs all the service on their spas [redacted] 's warranty is standard for the spa industry in that it is a repair or replace warranty This means that if there is an issue with a spa under warranty, they will come out and repair it If the spa for some reason can't be repaired, then [redacted] at their option may choose to replace the spa [redacted] 's service records indicate that they made a total of service calls to replace pumps and some speakers covered under warranty [redacted] made a 3rd service call to replace some speakers at no charge even though they weren't covered by the warranty They were requested to make a 4th trip but were not able to work on the spa due to a lack of access [redacted] has been, and is still more than willing to perform any necessary repairs on the [redacted] spa [redacted] feels that if there is an issue with the [redacted] spa it would be a simple repair It is [redacted] 's decision whether to replace the spa or not, but based off of the service history of the [redacted] spa, we agree with [redacted] that a replacement spa isn't warranted Contrary to what is stated by Mrand Mrs [redacted] , they were not offered a full refund for their spa They were however, offered the courtesy of trading in their month old used spa towards a brand new spa This offer was extended to them in order to provide them with another option As per their request, we provided Mrand Mrs [redacted] with different quotes for trading in their spa towards our current brand They declined these offers and requested a quote to trade in their spa towards a brand new [redacted] [redacted] We offered to allow Mrand Mrs [redacted] to trade in their used month old used [redacted] for a brand new [redacted] with a brand new warranty plus the delivery and removal labor necessary for just $2,plus tax Mrs [redacted] questioned the price stating that she could get a lower price from another dealer We felt that it was highly unlikely that she could get a better package price from another dealer and she was encouraged to get an "apples to apples" quote that could be compared item for item Just like automobiles, spas depreciate after purchase We believe the true market value of their current spa is $7,000-$9, Mrand Mrs [redacted] never presented us with a competitive quote to compare to We believe the reason for this is because our offer is most likely $4,000-$6,lower than they can find anywhere else for the same package It became apparent that Mrand Mrs[redacted] felt that we were treating them unfairly For this reason, they were encouraged to find another dealer where they felt they could get a better deal We very much want to resolve this situation and we are confident that we offered Mrand Mrs [redacted] an incredibly generous price that they won't come close to matching We feel that if Mrand Mrs [redacted] truly shop around and price out the same package they will finally realize how good a deal we offered them Other than that, Mrand Mrs [redacted] may want to consider letting [redacted] repair their spa it most likely will be a 60-minute repair If it would help, we can provide a copy of the [redacted] warranty, [redacted] service records for the [redacted] spa and over days of e mail dialogue between Rich's and Mrand Mrs [redacted] Please let me know if we can be of any further assistance

Waterbury's Pool and Spa is an independent and highly rated spa repair company in Wenatchee They are known to do great work and we see no reason for them to be anything less the truthful They report that the spa was and is currently working as it should If Ms [redacted] feels that the spa is currently not operating as it should then we would be happy to have them go out and double check her spa If her spa is found to be working properly then Waterbury's would charge her for the visit If the spa is found to not be operating properly then it would be repaired under the terms of the warranty Please let us know if you have any further questions

***Good Morning,On June 28th at 1:30 technician Terry L [redacted] and his son Truxton L [redacted] from Pacific Coast Water Works came to our home to inspect our hot tub. Incidentally, Terry L [redacted] and the company Pacific Coast Water Works’ contractor registration license UBI # [redacted] expired in... 1997 and has not be renewed. Mr. L [redacted] attempted to convince me that the tub was not used but the excessive mold and mildew in the lines and corrosion on the motor documented in my photos on June 13 was the result of “manufacturer’s testing process.” I documented his statement and then asked him to pull the filter for observation. Upon observation of the condition of the hot tub filter, Terry immediately changed his analysis and said, "okay I’ll give you that” and agreed that the tub had been "previously filled with water and used for a substantial amount of time.” Terry and Truxton assured me that Rich's for the Home was a reputable company and that Marty W [redacted] from Customer Experience would be in touch on Wednesday, June 28, 2017 following his visit. As of today, June 30 we have not received any communication from Rich’s for the Home Customer Experience. Again we request an immediate full refund of $8367.73 and prompt removal of the tub from our property. [redacted]

We appreciate Mr***'s business and we are sorry to hear that he is having trouble operating his spa Owners manuals are provided with all spas and upon his request we provided Mr*** with an additional manual We also dispatched a technician out to Mr***'s house to give him
further instruction on how to properly use his spa Upon his arrival, the technician found that Mr***'s spa was illegally connected to the electrical supply and was unable to do anything further We will be happy to dispatch a technician out to Mr***s house for a 2nd trip once the electrical issue has been rectified We are anxious to educate Mr*** on how to properly use his spa so that he will have many years of enjoyment If you have any further questions please feel free to contact us

Complaint: ***I guess I am actually having to accept their response but have some comments When *** did the installation there was no mention of any issues on the roof The "very old" stove pipe had NEVER leaked in the yrs I have lived in this house The leaking started after the conversion to propane They did not mention anything when they returned in May either, other than there were no problems with the installation I now think (through sending roof, stovepipe and interior photos of the problem) to a knowledgeable person that the issue is likely the flashing This complaint would have not happened if the customer service were better at Rich's and *** I offered pictures but they said they would have to actually see it and charge me to come out and do that They became defensive and did not really listen - just said it was out of warranty I understand that diagnosing through pictures has limitations but quite possibly could have avoided the complaint and helped me to a solution
There were several times after I signed on the dotted line committing to the stove purchase that I regretted choosing Rich'sTheir unfriendly attitude being the main problem throughout and to the end Know that I will never use nor recommend Rich's or ***
Should the roofer find anything due to installation of the propane conversion, I will write back to the Revdex.com.Sincerely,*** ***

Complaint: ***
I am rejecting this response because: A technician came outbonoy after months of complaintsThe spa was disconnected and then hastily reconnected for the visitIt was, and currently is, disconnected because It will not remain in sleep mode and I am fed up with dollar increases to my electricity billThe technician who called knew I was not going to be at home, but persisted to visit the spa anywaysWithout me being there, had any issue been found, I would not have been present to fix said issuesNone of the previous problems were addressed at allA technician should have been assigned after the first call back in November, not after numerous calls now in May
Sincerely,
*** ***

*** *** installed Ms*** stove in October, into a pre existing application. This means that at one time there was a prior stove with venting installed at the *** residence. *** installed the stove and ran the new venting through the very old existing roof
penetration and flashing (photo attached). The photo shows the condition of the roof and several previous attempts to seal the flashing. *** went out to the *** residence (at no charge) in May of to investigate the water leaking concerns and found that the leaks were due to pre existing problems with the roofing and the roof flashing. *** *** contends that they did nothing to cause leak nor are they qualified to repair the leaks. Ms*** needs to contact a professional roofer to repair her roof and replace her flashing in order to eliminate the leaking. I have spoken with *** *** regarding this situation and they would be happy to meet with Ms*** on site to show her what is going on with her roof and give her suggestions as to how to solve the problems with her roof leaks
Please let me know if I can be of any further assistance
Sincerely,
Jon C***

Complaint: ***I am rejecting this response because:
Please stop covering for Scott - he did offer us a full refund, then ignored usIt would be nice if you would just come cleanWE TRIED TO ACCEPT YOUR OFFER! Laura T*** told us she was NOT allowed to give us any numbers until you authorized themProblem is, you ignored us and Laura T*** until the day after your offer "expired" on October 14, Laura PROMISED us she would not let you screw us over, but you still called bright and early last week on October 15, stating you did not want to do business with usThen shortly after your call you emailed us, somewhat redacting your statement however it was a bit late to try to save faceI don't really know how you would expect a customer, who has been waiting a week to hear from you, to react to the owner of the company stating "I do not want to do business with you!"We've spent thousands of dollars at your store, and have referred many people - prior to your company suggesting and selling us the wrong chemicals.
I have called every *** dealer in WA and they all offer a brand new from the factory (ours was a floor model that was used at fairs) 2016-*** *** for $and $during the *** *** ***You still have not explained what the extra money you are charging us is forAll I was asking was for an explanation of what you were charging us since I never received an itemized invoice from youBecause you ignored us, we tried to get a price from Laura, but she refused to provide us with numbersShe did a hypothetical with my husband, but refused to provide us with an actual bill.
Our hot tub has been broken since the beginning of July! We scheduled *** to fix it, but then after Scott told us he would give us a full refund we cancelled the appointmentThen after that offer was redacted, and you offered us a full trade in value, we cancelled our appointment AGAIN because we thought the owner of the company would go through with his offer.
I did not get written estimates from other companies since I did not want to ask them to write out a quote when I have no intention of buying what they are quotingI just called every dealer to try to figure out if you were over charging meYour offer was for a full trade in credit of $- which we wanted to acceptIf we are getting a full trade in credit of $13999, and the tub we are purchasing is $13999, what is the additional charge for? I still do not know.
We tried to give your company more money, we tried to get numbers from you and Laura T*** - still have not been invoiced with an itemized bill!
At this time, since you have asked us repeatedly to use another dealer - we would be happy to do that, but only for a full refundIt's only fair that if you do not want us as customers that you refund us
If you would like to actually tell me what the additional money you are charging us is for, I'd be happy to consider itI don't know if you just give companies thousands of dollars without an itemized bill or explanation of what you are being charged, but I don't.
It is very apparent that ignoring customers is a consistent issue with your company - just look at all your reviews on ***I would love to get our issue resolved, and it would be appreciated if you would respond asap instead of waiting until your very last day allowed by Revdex.com
Also, I requested an in person meeting with you and Laura T*** about a week ago - after Laura told me "Never call again!" - to get numbers for the trade in offerI still have not heard back from you or Laura on this issueI am available tomorrow to meet both of you if you would like to get this worked out!
Sincerely,*** & *** ***

We had a conversation on July with Mr*** to inform him that his new spa would be arriving shortly We left a message with Mrand Mrs*** later in the day on July providing them with a couple of dates the week of August that their new spa could be delivered We will schedule a delivery date once we hear back from them

Complaint: ***
I am rejecting this response because:I've had to delay the installation until September because it cost me an extra $and a day off of work due to the communication between the store and the installers regarding what was needed for our installation When purchasing the fireplace we mentioned several times that we had a story house and the fireplace was on the second level.Knowing this, the store should have communicated this to the installers so that they could have installed the unit on the initial date of installation.We look forward to hearing from the store manager as stated in your previous response
Sincerely,
*** ***

One of our Customer Service reps spoke with Mr*** last week regarding a solution Mr*** will be contacting us once he discusses this solution with Mrs*** Please let me know if I can be of further assistance

We have been working with Mr*** since he first reported his concerns about his chairs We have attempted several adjustments to the chairs in an attempt to meet his expectations When we determined that there was no more that we could do we got the factory (Tropitone) involved
Tropitone determined that there is nothing wrong with the chairs and there was never anything wrong with the chairs We reported the Tropitone's findings to Mr*** and offered him some alternative solutions in an e mail dated June 6, (see attached) which was days prior to this complaint being filed We never received a response back from Mr*** We are in agreement with Tropitone that Mr***'s chairs are functioning as they were engineered and that he may be happier with one of the other options that he was given Please let me know if we can be of any further assistance

We value the ***'s business and want them to be happy with their spa In response to Mrs***'s concerns we dispatched Waterbury's Pool and Spa to investigate her concerns Waterbury's determined that the ***'s spa was operating as it should be and that there wasn't anything wrong
with it Waterbury's gave the ***s additional instructions as how to properly operate their spa We can provide a copy of the Waterbury's report if necessaryThe ***s should feel free to contact us if they have any concerns in the future We wish them many years of enjoyment with their new spa

I appreciate the ***'s feedback and am thankful for their business I'm sorry that the installation was not able to be done on the original scheduled date In discussing this with the installer the main issue is that most story applications like the ***'s require 22'-25' of
venting The ***'s application will require a minimum of 33' to complete the job which means that the job required more venting The installation will take 4-hours and can be easily be done in the next couple of weeks if the ***'s would like to change their installation date My understanding is that the installation is currently scheduled to take place in September to accomodate Mr***'s request I'm confident that we can come up with a solution that is agreeable to the ***s I will have our Tacoma store manager reach out to them in the next few days to see if he can be of further assistance

Greetings, Our resolution was as follows: We will consider doing business with Rich's for a new, unused tub. We request a full refund, that the present tub is serviced and made usable until a new, purchased tub can be delivered, found fully functional and the old one taken away. These terms have not been met.    We were away for the holiday and did not have access to respond within the timeframe. [redacted]

Complaint: [redacted]
I am rejecting this response because: Hello No I do not agree with their statement. My husband and I have both known how to operate this hot tub from day one. Mr. W[redacted] comment is not true it is taken out of context as I told him he showed me more than the sales man or anyone at riches on the operation of the system. The attached picture is the master lock that was inside of our air filter tration system in the hot tub this is why our hot tub shut down because the temperature was over 107°. We could've been burned  or even the possibility of being electrocuted. So I do not agree and I do not believe that I have been made whole again. No one at Rich's has taken responsibility for this master lock that was inside of our hot tub which is now full of rust. So as I said no I do not except the response. [redacted] ADDITIONAL EMAIL FROM CONSUMER- helloI would like this picture to be sent to Richs as well. They still have not explained how this got into my hot tub. This is why it shut down.[redacted]
Sincerely,
[redacted]

Waterbury's Pool and Spa is an independent and highly rated spa repair company in Wenatchee.  They are known to do great work and we see no reason for them to be anything less the truthful.  They report that the spa was and is currently working as it should.  If Ms. [redacted] feels that the spa is currently not operating as it should then we would be happy to have them go out and double check her spa.  If her spa is found to be working properly then Waterbury's would charge her for the visit.  If the spa is found to not be operating properly then it would be repaired under the terms of the warranty.  Please let us know if you have any further questions.