Roberson Lumber Company, Inc.

Unfortunately there is nothing Agean can do to satisfy this customerWe offered this service to help our former customerHe understood the pricing would vary depending on the jobWe do not own a crane and have no control over crane companies schedule or equipmentThere were problems with crane equipment but that is beyond our controlThe customer got a great deal on a used swim spa because the original customer was movingWe tried to help and it has been stated before we charged less than we quoted (customer originally thought $we only charged $1000, we quoted $to move to the backyard we only charged $300)We charged $to have people meet a crane at one location, drive miles, wait hours for a crane at a second location, unload a swim off the truck with a crane, then the next day send people out and manually push the swim spa in the back yardWe provided the service and are not willing to refund or discount any furtherRevdex.com please close the complaintWe understand the customer will not be satisfied but feel there is nothing further we can do

***
Your e-mails are not making senseOne minute you are worried about the ground wire (which you said was correct) then you are worried about the size of the wires (which I don't know, you are ASSUMING the size of them) you asked me to go outside and check the box and then AFTER the fact you told me the wires could be live (so you put me in danger.) THEN you text me and say those are all secondary concerns, your main concern is the size of the breaker boxYou are going in so many different directions and texting me manuals for different hot tubsI researched information on the N.E.C and you refuse to give me a direct answerYou clearly told me that my electrician was an it (directly from your mouth) and then you told me that the technician is not the smartest and he doesn't work for youWell, YOU sent him outAnd last but not least, you said that you have not been in the "field" for years and don't really know what you are looking for, but you are willing to come out for a charge and check it outSo to recap:You told me my electrician is an itYou said that originally my electric was hooked up properly and now you're telling the Revdex.com that it's notYou said that the technician you sent out is not the smartest and he doesn't work for youYou are not answering the questions that I ask you do you come back with something totally different and avoiding my direct questionYour concern is now NOTHING to do with the wires, but the size of my breaker boxAnd you agreed that Gary (who said he was the owner ), my electrician, you, and the technician YOU sent out doesn't not know anything about electrical workSo if you don't believe anyone, then who is going to come out and fix this issue? You can't even trust people from your own company(From your mouth)I don't appreciate being lied to, and I will not pay you a dime for you to come out hereThis is your company's fault and you are CLEARLY not wanting to help us out in any way.Have a great day. ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below:
Again, Agean is pointing the finger at someone else, rather than take responsibility for the problem that they causedThey contracted with ***, the prior owner to have the spa placed in my backyard and on the pre-prepared location, of which they were provided pictures WELL in advanceThere should have been no extra charge to me to do the job that they contracted through *** to provide. This is poor business management, plain and simple.All I have received from this company is excuse after excuse as to why they could not do the job *** paid them to doFirst it was the crane was broken/unavailable, then it was that they couldn't get back the driveway because the driveway was too narrow, then it was that they didn't bring enough men. THE ONLY RESPONSE THAT SHOULD BE GIVEN is that they were unprepared for the job that they contracted and were paid for. The pictures were provided, the measurements were provided and PAYMENT was provided.Like a poor football team, Agean failed to suit up and come to the field with the tools necessary to do the jobWHY would I go back to *** to ask for a refund? *** paid Agean and Agean failed to complete the jobThat has nothing to do with ***.Agean dropped a two-ton spa in my driveway - feet from the location that they knew they were supposed to place it - and told me that I could pay them an ADDITIONAL $or "find a lot of big friends" to move it myself. This is neither ***'s problem, nor mine. How can Agean honestly believe this is good business practice?

***, Agean have been in regular communication with you and your wifePlease understand we do not make the productWe are on your team and doing everything possible to get this problem fixed for you as fast as possibleWe know you head to *** for the winter and want to use the new hot tub
before you leaveI spoke to your wife on Saturday for minutes and we have everything worked outWhen your hot tub was delivered, it had a problem within hours, after it started operatingThe pump started working and after a period of time it would stop workingAfter you called us, the replacement pump was ordered and as soon as it arrived the service tech came out and installed the pump the next dayWhen you and the service tech were there (Friday 8/21) everything was working perfectlyWe both thought the problem was fixedYou called later that day, after you went out and found out that the problem came back with the same error codeYou left a message Friday night that you wanted the owner to callI called you wife just after AM Saturday morningWe spoke in detail about how we would get a tech out as soon as possibleI believe the plan is to have *** (from *** Spas factory team) to stop out Tuesday to work on the hot tubHe is going to check on the circuit board and the topside controlHe would of been out today but was not able to get a topside control until this afternoonHopefully the tub will be working perfect for you tomorrowWe have responded to every call within hours of receiving it and send a service tech within hours of having a partWe will get your hot tub going so you will be able to use it for years to comePlease do not hesitate to contact us if you need anything else. Thanks,*** ***Agean###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

Agean is sorry the customer is unhappy with the productWe have had dozens on phone calls and meeting with this customerThe customer purchased a hot tub and a Smartop from AgeanThey traded in their old hot tub when purchasing the new modelOne of the items they did not like about their old hot
tub was the coverThe cover got water logged and deterioratedWhen the cover got wet, it loses the insulation valueThe customer liked the advantage of a Smartop is that it is a polymer top that is extremely strong and it does not have water absorptionThe hot tub is on a elevated deck and a crane was used to remove the old hot tub and install a new hot tubThe tub installation went flawlessWhen installing the Smartop Agean had a few issuesBecause of the size/ thickness of the shell, spacers were requiredWe did not have the required amount but we rush ordered the spacers in and the day after they arrive we went out and installed them on the hot tubThe customer was satisfied when we leftA few days later the customer stated that the cover was not tight enough to the spaWe sent a tech outThe deliver crew/ tech did not install the cover tight enough on the initial installCover was alignedThe customer was hoping for a extremely tight sealThe customer used a piece of paper and in most areas and he could not slide a piece of paper under the coverWe explained that the spa is not perfectly smooth and there was not way that we could have the cover tight in ever spot and the gap was within thousands of a inchThe Smartop also has a skirt kit that goes around the edges to reduce air infiltrationWe also explained a foam traditional style cover would also not be perfectly tight at all spot on a hot tubThe only issue that remained was that when we tightened the straps of the Smartop we had to drill additional holes into the skirt panel because of a different heightsAgean offered to replace the panels or give the customer a cash refund for the cost of the panels and time to replace themThe customer wanted new panels but asked us to replace them in the spring because there is no deck access and we have to go through the house. A couple months later during the winter the customer called and did not think the cover was insulating wellHe asked if we have had any problems and we let him know that all other customers have been happy with their productHe also sent us pictures of the cover which we forwarded to the manufacturerWe had already contacted the manufacturer after the customer called and they reviewed the production numbers and they had zero issues with any other covers in the time frame that the customer purchased. As soon as it warmed up, the customer called about the skirt panels and we scheduled a time and replaced the panels of the skirt kit that had the holes. A few months later they stopped into the showroomThey said they were very unhappy with the cover and wanted to know what we were going to do about itWe talked to them about their concerns and offered to give them a foam cover for freeWe advised them that when switching to the foam cover it would be very unlikely that the straps would be in the same placeI let them know that we could of easily of given them a foam cover when changing the panels but now we will have a skirt kit issueThey asked if Agean was going to give them their money back for the Smartop and we let them know we would be able to give very little to nothing back because we would have a used spa cover and we were giving them a foam one no charge. We did not hear anything from the customer for a few weeksThe customer called when I was out of townOur sales associate let the customer know I was out of townHe forwarded me the messageI called the customer from my hotel but the customers phone will not accept private calls. The manufacturer called and said the customer had called multiple timesThey believe that the cover is performing exactly as it is designedThey have 1000's across the countryThey said they did not know what else they could doI asked the cover manufacturer if they would replace the cover with another smartop if that would make the customer happyThe had some meetings and got back to me that they would replace the coverI asked about shipping the cover to us and installation costsSince other items are shipping to us there would be no cost to ship the cover to Agean but they are not able to pay for delivery to the customer or installation costs.Agean feels like we have tried to work with the customer as much as possibleWe have communicated dozens of times on the phone, responded to and forwarded every email, and have tried to come up with solutions in the showroomAgean is a retailer of products and did not manufacturer the coverWhen a customer has a problem with a product we go to bat with the manufacturers to do everything possible to make the customer happyIn this case Agean adjusted the cover multiple times, replaced panels, send detailed pictures to the manufacturer, offered to trade out the Smartop for a premium vinyl cover, and get the manufacturer to replace the Smartop. The hot tub has worked perfect since it was deliveredAgean is willing to give the customer a new Smartop (they can install themselves or pay to have it delivered and installed) or give them a free vinyl foam cover (we need old Smartop back)Hopefully this will satisfy the customerPlease let me know if you have any questions.Thanks,*** *** Agean***

Jim, sorry your unhappyWhen we ordered the smartop and followed their instructionsWe ordered it based on the shell sizeA cover that is larger is better than a cover that is smaller because a small cover will not fitThe seal area is large and the whole seal area is hitting your shell top. Smartop web siteMeasurement A, B and hinge length measurements are in inches, rounded up to the nearest 1/inch incrementA spa cover that is a little larger than the acrylic shell will fit well, but a cover that is too small will be tight or may not fit at allDimensions must be taken from the outside of the acrylic spa shell (rather than the old cover).Until this complaint there was never a crack in your SmartopWe never even knew their was a crack in your smartopAll of the previous emails were about efficiency concernsWe forwarded every email and spoke to smartopWhen we spoke to them they repeatedly said your cover was performing as it should. The panels on the tub should be very close to the current holes because you are not going to a different style cover (foam)We already replaced the panels at our costWe corrected any installation mistakesThe manufacturers warranty does not pay us for delivery or labor If you would like to pick up the new smartop and drop off the old one there would be no cost to you at allWe would charge for delivering the cover to you and the time to install the new Smartop

Agean cannot fix your issue until the electric is properly installedWe have told you, emailed you, used facetime, had a service tech on the job site and every single time have told you that your electric is not properly hooked upYour hot tub must have a seperate neutral and ground barUntil you get that fixed we cannot help you moreAfter the electric is corrected per manufacturers specifications we can assist youCurrently your hot tub is likely a safety issue as your electric is not correct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]hot tub not workingJust because they say they are doing something that does not mean they did it
Regards,
*** ***

On Monday service tech came to the house and hot tub was low on waterFilled hot tubRemoved air pocket from pumpHot tub was working perfectIt looked like a case of low water that sucked air into the pumpWaited a hour with no problemCustomer called Monday afternoonTech came to the house within a hourDid testing and narrowed the problem to the circuit board or electricTuesday morning the tech replaced the circuit boardTech had circuit board Monday but did not replace because we thought the air pocket was the problemCalled customer Tuesday evening hot tub working perfectCustomer used tub Wed morning no problemsFollowed up Thursday no problemsFinal follow up call Friday no problems. We are sorry it took the time it did to fix the problemBecause the problem only happened periodically it was difficult to identify the problem because it would never happen when we were at the job siteWe were in constant contact with the customer and we were always at the customers house within hours of receiving a part. Hot tub delivered August 11, August Customer called with pump problemAugust pump replacedAugust at customers house two times (air pocket, voltage testing, testing board, ozone, wiring)Hot tub working perfectly August

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
To whom it may concern, The cover was tight when *** came hereThis statement is true, but, the panels for the front and rear were replaced and the hold downs were loose and your man didn't want to make more holes in the panelsThis was in MarchI called *** at his office, he was busy, I left a message and he never returned my callII went up to speak to *** at Agean and he offered a cheaper foam top 3" thick, no refund for price differenceI will help *** or one of his men measure for a new smartop, I will not put the new smartop on, but will supervise the installationThis is something that should have done in the beginningI don't think I am asking too much! *** ***

We continue to respond to the customer by phone, email, facetime, etcAfter we are done she posts to the Revdex.comWe are not going to even respond to many of the items about qualify people and calling a person a itWe have not and will not do that. ***, Your e-mails are not making senseOne minute you are worried about the ground wire (which you said was correct)WE ARE WORRIED ABOUT MULTIPLE ITEMS then you are worried about the size of the wires (which I don't know, you are ASSUMING the size of them)WE DO NOT KNOW THE SIZEWE LET YOU KNOW YOU MUST HAVE MININUM #COPPER WIRE ON HOTS AND NEUTRAL you asked me to go outside and check the box and then AFTER the fact you told me the wires could be live (so you put me in danger.)I SPECIFICALLY TOLD YOU HOW DANGEROUS IT WASI SPECIFICALLY TOLD YOU TO VERIFY YOU HAD THE POWER OFFI WAS THE ONE THAT TOLD YOU THAT YOU STILL HAD POWER ON THEN you text me and say those are all secondary concerns, your main concern is the size of the breaker boxYou are going in so many different directions and texting me manuals for different hot tubsI researched information on the *** and you refuse to give me a direct answerYou clearly told me that my electrician was an it (directly from your mouth) and then you told me that the technician is not the smartest and he doesn't work for you I HAVE BEEN TRYING TO HELP YOUI HAVE SPECIFICALLY HAD SAID LETS FORGET THE PAST ABOUT THE ELECTICIAN AND HOT TUB SERVICE TECHWell, YOU sent him outAnd last but not least, you said that you have not been in the "field" for years and don't really know what you are looking forI SAID I HAVE NOT BEEN IN THE FIELD IN YEARSI HAVE BEEN TRAINED BY THE FACTORY AND HAVE WORKED ON AND SOLD HOT TUBS FOR OVER YEARS, but you are willing to come out for a charge and check it outSo to recap: You think my electrician is an itNEVER SAID HE WAS A itELECTICIANS OFTEN HAVE PROBLEMS WITH HOT TUBS AS THEY ARE DIFFERENT HOW THEY HOOK UPYou said that originally my electric was hooked up properlyNEVER HAVE SAID IT WAS HOOKED PROPERLY and now you're telling the Revdex.com that it's notYou said that the technician you sent out is not the smartest and he doesn't work for you.*** HOT TUB SERVICE HAS BEEN IN BUSINESS FOR YEARSYou are not answering the questions that I ask you do you come back with something totally different and avoiding my direct question.I WANT TO SOLVE THE PROBLEM YOU WANT TO KEEP ASKING QUESTIONS THAT ARE NOT SOLVING THE PROBLEMYOU NEED TO HAVE THE ELECTRICIAN CALL MEYour concern is now NOTHING to do with the wires, but the size of my breaker box.NOT TRUEYOU ARE MISSING THE GROUND AND YOU NEED TO VERIFY WIRE SIZEAGAIN I AM NOT CHECKING ALL OF YOUR ELECTRICIANS WORKI AM TRYING TO HELP YOU GET YOUR HOT TUB OPERATIONALAnd you agreed that Gary (who said he was the owner ), my electrician, you, and the technician YOU sent out doesn't not know anything about electrical workSo if you don't believe anyone, then who is going to come out and fix this issue? You can't even trust people from your own company(From your mouth)AGAIN NEVER SAID THAT I don't appreciate being lied to, and I will not pay you a dime for you to come out hereThis is your company's faultHOW THE HOT TUB IS HOOKED UP COULD OF CAUSED DAMAGE TO THE BOARD FROM IMPROPER HOOKUPWE CAN NOT FIND THAT OUT UNTIL THE HOT TUB IS PROPERLY HOOKED UP and you are CLEARLY not wanting to help us out in any way.I SPENT MOST OF MY DAY EMAILING YOU TALKING ON THE PHONE, FACETIMING, TEXT MESSAGESI HAVE LEFT MESSAGES FOR THE ELECTRICIAN AND HAVE ASKED YOU TO HAVE HIM CALLWE CANNOT HELP YOU UNIT YOU HAVE A SEPARATE NEUTRAL AND GROUND TO THE HOT TUB

The original owner was advised of pricingAs you stated you were told he paid us $In reality he only paid $based off of the information we were givenYou really should be contacting the original owner if you want a refundA bigger crane could of been a option but that would of been a lot more expensiveYou were given a price to move the swim spa into the back yardYou could of chosen not to accept the estimate or hired someone elseYou choose to accept the estimate and after it was completed complain about the priceWe already gave you a extra $offAgean will not be refunding any additional money as the price was given and the job completed

[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 If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** has facetimed and called me However I have had family members here that can verify every single phone call and can repeat what *** said He did call the people that he works with is and he did call my electrician an is That is beyond unprofessional *** is refusing to work with us so I am requesting that we get a full refund, our $deposit back, what we paid the electrician back, and our $back that we had to pay the technician that he sent out and said it was our fault and it was not covered under warranty, however I have an email from *** stating that they were in the wrong and we should not have been charged her $ I will will continue to contact the Revdex.com until the issue is resolved As of right now *** is not willing to do anything to resolve this issueThanks!
Regards,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** the company has not address the real problem with the top coverIt's not a warranty problem,they never ordered the right size cover and they tried to make it fitI,m tired and I guess the Bibb has no more time for this

After service tech came to the house and inspected the hot tub it was found that the electric was not hooked up properly. Upon initially looking at the hot tub it looked like the hot tub was connected properly. There were 4 wire (hot, hot, neutral, ground) connected into the hot tub. After doing...

further testing (voltage between lines) we knew something was wrong with the electric. When the electric was run (by the customers electrician) from the main breaker box to disconnect only three wires were run. Proper connections should have a neutral and ground wire but there was only one wire. The neutral and ground were split. The hot tub has items that run on 220v, 110v, and 12v. The hot tub per code and manufactures requirements needs a four seperate wires (2 hots, neutral, ground) . With the neutral line and ground line being split the gfci will not work correctly. Each line must be independent and not shared or split. The customer was told they need to have a electrician come back out and have the electric corrected from the main breaker to the disconnect box.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was told that $1200 was what [redacted] paid you, and that isn't my concern. I would like the $300 back that I was forced to pay to get the job completed to the extent that it should have been originally. [redacted] contracted with Agean to have the spa moved from his house to my specified location, of which pictures were provided ahead of time. If this was going to be a problem, I should have been advised of that going in, not told the night of the move when Tony pull up at my house "oh man, we can't do this!" I had no other option but to pay the $400 (reeduced to $300 after I complained repeatedly) to have the job completed as it was told to me that it would be. Nothing will resolve this complaint until the $300 is refunded to me.
Regards,
[redacted]

Just got off the phone with the customer. We spoke on the phone for 30 minutes, then used facetime for 15 minutes, then texted the customer pictures. The electric is not correct, causing the problems like we have stated all along and also when the service tech came out. If you look at her picture of her breaker box there is not a seperate neutral and ground bar. We also do not see a neutral or ground wire coming from the main box. This is what the service tech stated when coming out. We also have concerns that the wire is not the correct size. The two hot and neutral wire need to be at minimum #6 wire. Without a neutral and ground you are guaranteed to have problems.

I would like to send a rebuttal statement.  Attached is 3 pictures.  The first picture shows that the electrician installed 4 wires to the breaker box.  The second picture shows that there are 4 wires in the breaker box and the 3rd picture is a picture of the instructions that were given to us when we bought the hot tub clearly showing that there is ONLY 3 wires needed. There is no communication with this company and if the company sends out a technician that clearly told me that he is NOT an electrician and does not do electron work, how would be possibly know that there is only 3 wires going from the breaker box?  We were charged $200 because the owner said it was an electrical issue and the technician told me that the main component (the mother board) was going out but he couldn't fit anything because the owner said that he was told to tell us it was an electrical issue.  When I told the technician the issues he continued to tell me "look, I am only doing what I am told. I know there are MAJOR issues with this unit.  I am NOT an electrician so I have no clue what he is wanting, I am just repeating what he is telling me. Oh and by the way, he told me that if you DO NOT pay me, then he will cancel your warranty and then if I come back to fix it then you would have to pay me full price which is over $500." How can the owner know that it is an electrical issue when his technician is clearly saying that he is not an election and he knows nothing when it comes to that.  The owner Gary would rather argue with me on the phone, than send someone to look at it that KNOWS about the electrical part.9/14 - Additional info provided by the customer:Here is a video that shows that there is an issue with the equipment. The tester is buzzing and nothing is plugged in.Thanks [redacted].