Rich's For The Home

Our Tacoma store manager Randy H[redacted] called the [redacted]s earlier this week and left a message.  He will attempt to contact them again later this week or they are welcome to contact him at (253) 284-3740.

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]

[redacted]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]

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 property. That 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]

Mr. and Mrs. [redacted] purchased their [redacted] spa for $13,999 plus tax and received it in January, 2015.  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 2 service calls to replace 2 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 Mr. and Mrs. [redacted], they were not offered a full refund for their spa.  They were however, offered the courtesy of trading in their 18 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 Mr. and Mrs. [redacted] with 2 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 2016 [redacted].  We offered to allow Mr. and Mrs. [redacted] to trade in their used 18 month old used 2015 [redacted] for a brand new 2016 [redacted] with a  brand new warranty plus the delivery and removal labor necessary for just $2,377 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-$9,000.  Mr. and 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-$6,000 lower than they can find anywhere else for the same package. 
It became apparent that Mr. and 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 Mr. and Mrs. [redacted] an incredibly generous price that they won't come close to matching.  We feel that if Mr. and 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, Mr. and Mrs. [redacted] may want to consider letting [redacted] repair their spa.  it most likely will be a 60-90 minute repair.
If it would help, we can provide a copy of the [redacted] warranty, [redacted] service records for the [redacted] spa and over 30 days of e mail dialogue between Rich's and Mr. and Mrs. [redacted].  Please let me know if we can be of any further assistance.