Signature Productions

Review: I purchased a spa with this company that included steps on 7/24/16. They delivered the spa on 7/2516 but did not deliver the steps with the spa. I've contacted this company 6 times and left messages with their customer service dept. w no response.Desired Settlement: I would like the steps to the spa delivered as agreed upon in our purchase contract

Business

Response:

To whom it may concern, Our records indicate that the customer customer called and left a message yesterday, and our customer service short staffed due to a family emergency. If the missing item was notated on the delivery ticket the customer signed, then the backorder would be processed when it is received from the third party delivery company. This generally takes 2-3 business days. Our customer service is returning all incoming voicemails as promptly as possible despite being short handed, and all voicemails should be returned by end of business tomorrow.

Review: Purchased Hot Tub that was found to be faulty - heater went out. The Ozonator didn't work either which created a lot of contaminated water. The Tub was down for about a month - several calls and interactions and then the tub was replaced. Upon delivery I had to help delivery team and one of the individuals unsafely dropped the tub and pinned someone against their car. The new tub frame was cracked. They offered to deliver another tub but I told them I didn't want the delivery concern again so just come fix it. The current tub was requiring a lot more chemicals to maintain than committed (first tub as well) so I decided to drain the tub and start over. I discovered a leak in the hot tub when draining. I notified them on July 7th - still no update when the tub will be fixed. I have been without the hot tub most of July and probably 2 months plus before with the swap and issues. Also I've spent well over the value in chemicals required or promised during event when the tub was sold to me by Signature Productions. I also had to rewire the tub that was sent several times since it has to be replaced, etc....Desired Settlement: I would like to pursue the options in order

1. Full and complete Refund - come pick up the tub and make the manufacturer pay me whole or Signature Productions

2. Partial refund for lost months - I paid $1500 down and took the same as cash option. I have paid what I consider 3 months at roughly $460/month for a tub that is not working. Fix tub.

3. Restart financing and me to stop making monthly payments until the tub is 100% operational. Which means I need the tub fixed and I don't care how backlogged they are. The mfg. is within 3~4 hours drive from my home - they can come do it. Fix tub.

In addition I want at least 3 additional startup kits delivered to me for all the chemicals I've spent.

Business

Response:

To whom it may concern, Although we distribute the product, we are not manufacturer, and any issues regarding warranty and service should be directed to them. We are aware that a new hot tub was delivered to the customer under warranty, as we assisted in coordinating the placement of the new spa. However, if the spa needs service the customer should call the service department at (804) 298-3950 and they can assist with any services needed. Services needed under warranty have nothing to do with the agreement that the customer has with the lending bank, and we do not recommend that he discontinue making payments as agreed. In the interest of goodwill, Signature Productions will have a "Barefoot First Aid Kit" sent to the customer at no charge in the interest of goodwill. He can contact our customer service department at any time if he would like us to further facilitate any communications with the manufacturer. Thank you!

Review: I purchased my spa at the Spa Expo at the Benton County Fairgrounds in Bentonville, Ar. on 4-16-16. While negotiating my deal with the sales representative, we discussed delivery specifications. I showed pictures to the rep of the gravel hill leading up to my back yard where I wanted to have the spa delivered. I also explained the gravel was loose and would be difficult to navigate while bringing up a large bulky spa. The salesman studied the pictures I brought and even brought his sales manager over to discuss this delivery. Both salesman and his manager agreed this would be a standard delivery as long as there was a 36 inch wide pathway to bring the spa up the hill. There is, in fact, a wider pathway than 36 inches up the hill to the back yard. They both assured me that delivery would include placing the spa at any location of my choosing in the back yard. Based solely on this promise that delivery to my specified location was included in the price we negotiated, we made the deal for the spa. I could have purchased a comparable spa (of slightly better quality) on line for over $1,000.00 less than our agreed upon deal, but the on line purchase delivery would only be to my driveway and I would be responsible for final placement in my back yard. Since I did not want to deal with that issue, I elected to make the deal with Signature. When my spa was delivered on 5-23-16, the delivery team told me they could not get the spa up the hill and dropped it in my driveway. They told me it would be my responsibility to contact a crane company to have it placed in my back yard for a cost of approximately $500.00. I contacted a customer service rep with Signature, and she basically told me the same thing. A non standard delivery is not included in the price of the spa. I believe the sales people used deceptive tactics to convince me to make this deal and all I am asking is that Signature complete the delivery to the specified location as agreed upon at the time of the sale.Desired Settlement: I will accept 3 possible outcomes. 1) Signature Productions completes the delivery placement of my spa to the desired location in my back yard, at their cost. 2) I will make the arrangements to complete the delivery placement and deduct that cost from the price I paid for the spa. 3) Signature Productions can pick up the spa and return it to their factory, and I pay nothing at all. Since payment was made by credit card and the bill is not due until 6-13-16, I will dispute the charge for the spa until this matter is resolved.

Business

Response:

To whom it may concern, It is unfortunate that we were not able to place the spa in the destination the customer desired. However, the equipment required to do so was not included in the purchase of the spa and was not available at the time of delivery. While the sales representative and/or delivery crew may have reviewed pictures provided by the customer, pictures can be deceiving. Neither the delivery crew nor the sales representative had seen the physical site prior to the time of placement. As stated in the purchase agreement the customer signed at the time of purchase, the sales representative nor the delivery crew can guarantee that the placement of spa in the destination of the customer's choosing can be completed without special equipment. The delivery crew gave the customer the opportunity to elect to have the spa placed in an alternate location while on site; if he did not want to incur the added expensive of the equipment required, and the customer declined. The delivery crew, the sales representative, and the office staff offered on more than one occasion to aid in finding the equipment needed to complete the placement; and the customer declined. If the customer would like to proceed with the placement of the spa in the destination he originally chose, we would be happy to facilitate the service to prevent any added inconvenience to the customer, but it would be at his expense. If you have further questions, please feel free to contact our customer service! Thank you!

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

[redacted] First of all, I would like to dispute one of the elements of Signature’s alleged remedies for placement of my spa. The delivery crew did not offer any alternate placement options other than my driveway. There is no place in my front yard or side yard where the spa could be placed. The delivery driver, Peter, did however, admit that he was partially to blame, as he did not ask me specific questions about delivery placement when he called to give us the time and date of delivery. We did speak directly to one another after he left me a voice mail to let me know the original delivery date had been postponed because of mechanical issues with his truck. When we spoke, I asked him to confirm the new delivery date and time, and he never asked me any questions about where the spa was to be placed. When we signed the contract for the purchase of the spa with the salesman, Chris, he added notes to the delivery team, alerting them to the fact that the spa would need to be brought up a gravel hill and placed in the back yard. Apparently those notes did not make it to the delivery team. Peter, the delivery man, also said he realized that he did not ask specific placement questions while on route and was a bit concerned that he was making this delivery “blind” with no additional information. I read the terms of delivery in the contract when I signed it, and understood that standard delivery involved two men taking up to two hours to deliver and place the spa. I was not concerned about the contractual language, as I was assured by the salesman, Chris, and his supervisor that the delivery and placement I needed would be “a piece of cake” for the delivery crew. Chris even showed my wife and I a folder with pictures of several non-standard deliveries, one of which involved a crane, and another which required a boat for delivery. Since I had no idea what the delivery people were capable of, I deferred to Chris and his assurance that our delivery would assuredly be a standard delivery. Once again, I am maintaining that Signature is guilty of using misleading sales tactics to close a sale. My additional argument for this is that salesman, Chris, asked what it would take to make a sale to us that day. We told him we were just there to gather information and look over the merchandise, but told him if the price was right and delivery could be made to the specified location in our back yard and this delivery was included in the final price, then we might make a deal that day. It was his assurance that the delivery could easily be made where we requested it, and that delivery was included in the final price, that we decided to make the purchase. Since my initial complaint to the Revdex.com, I hired a crane operator to place the spa in my back yard at a cost of $400.00. I am now asking that $400.00 be deducted from the price I paid for the spa. This will be the only remedy acceptable to me at this time. I can provide a receipt for the cost of placement upon request.

Review: On January 24, 2016 I purchased a NEW spa from this company at a spa sale in Savannah, GA. The company was responsible for delivery to my home. The delivery was delayed due to handling issues on the company part. The first time we turned the spa on it started to leak. There was 2 leaks in the plumbing that needed to be repaired. There was a wait time for parts to be shipped and a repairman to come and fix the leaks ( 2 weeks later ). Time to use the spa? After a small time in the spa we realized a loud leak and a steady decline in the water level,now we have a bigger problem. The service man came again and found 2 more leaks, but this time parts had to be made from the manufacturer and shipped as well as we found 2 cracks in the tub itself. We are now 5 weeks out, have mold growing and have a spa that is not functional.Desired Settlement: We would like a new tub due to the fact that there may be more leaks, the shell is cracked and mold is growing in the base and insulation

Business

Response:

We have replaced the hot tub with a different tub for the customer.

Review: 1. No owners manual with product. Two attempts made after delivery for owners manual. Received by fed ex on 3-3-16 after third attempt. On 3-5-16 read manual and removed filter housing to discover no filter. Used chemicals trying to stable water with no filter. Contacted customer service on 3-8-16 and was left a message they weren't going to rectify my issue due to no notes of no filter from delivery crew.Desired Settlement: I need filter and start up chemicals or take product for a full refund

Business

Response:

Our records show that the customer purchased the hot tub in January 2016 and she advised our Customer Service Department that she had used all of her chemicals for the hot tub through a phone conversation on 3/8/2016 which is two months after the customer purchased the hot tub. If the customer would of setup the hot tub according to the manual a step is to remove the filter in which the customer would have noticed that it was missing before setup of the hot tub. The customer may purchase a filter and chemical kit from us for her hot tub.

Review: We bought a brand new hot tub with cover and the cover was damaged when delivered.Contacted our salesman day of delivery(as he requested if we had any issues) and he said send him pictures and he would make sure we got a new one delivered.6 weeks have gone by now and Signature Productions sends me an e-mail stating they will not send a new cover because "damages were not notated at the time of delivery."

This is untrue, as stated above I called the salesman and I have the dated text I sent him with the damaged pictures that I took the day it was delivered.Desired Settlement: I would like a brand new cover. We paid over 7,000.00 for this set and after I received the denied email from Signature Productions I have tried to call them several times and the salesman but no-one returns my calls. Very unprofessional.

Business

Response:

We had advised the customer that the damage was not noted on the delivery ticket upon delivery. However the customer may contact the manufacturer for the cover [redacted] Spa Covers : [redacted] Phone:[redacted] for they would be covered under warranty.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[The hot tub cover was just put on our deck by the delivery man(which is not where the hot tub was) My husband to the best of his knowledge was not asked to inspect anything before they left. He did notice a crease in the lid cover but did not see the little tear because it was hidden in the crease which I saw when I inspected the same day but the delivery men had already gone and I called the salesman ASAP and he contacted the delivery men but they had already left the area.This can be verified by [redacted], which signature productions needs to do.

Regards,

Review: We purchased a spa from Barefoot at their Raleigh show a few weeks ago. I informed the salesperson that I had no experience with a spa. I was assured that he would help me through the set up and maintenance process and also that all chemicals needed was included. In short I was told "you have nothing to worry about". The spa was delivered and I called Frank for set up instructions. They only supplied me with oxidizer and enzyme. I was told to add one cup of oxidizer and half bottle of enzyme. He said the built in oxygenator would take care of everything else. A few days after installation I noticed the water turned cloudy. Not knowing any better we continued the process as Frank described by adding half a cup of oxidizer once a week. Two days later we noticed toilet paper like particles drifting in the water and my girlfriend developed a rash on her chest. I pulled the filter out and noticed a massive moldy substance growing over the filter. We removed almost 3 pounds of "snotty" like substance from the filter. I sent Frank a picture and a text message to ask for his help. He never replied. I sent him a few more texts and attempted to reach him on his cell, without any response. Out of desperation I visited a local spa store. I was told my spa developed white water mold and probably pink slime. I was told my spa would probably be ruined as this mold is almost impossible to remove from the piping and will continue to reoccur. I was told Frank not only gave me completely incorrect set up instructions and not the correct chemicals bit the fact that he never replied to my attempts to contact him allowed the infestation to get out of control

I purchased $400 worth of chemicals in an attempt to renedy the problem. After following all the instruction's I refilled the spa and the water seemed fine. Two days ago I developed a rash on my chest and under my arms. I'm currently under treatment for this. The spa is ruined again. I left CS and Frank many messages no replyDesired Settlement: It is hard to come up with solution if both the salesperson, which I was told would act as my point person, and also the customer service manager never return my phone calls. The spa is ruined because of gross neglect by this company and its inexperienced team members. Not supplying me with the correct chemicals and also giving me completely incorrect set up instructions caused an infestation that is almost impossible to cure, effectively destroying my investment. I request either a full refund of my money, and I will purchase a spa from a local company that has the needed support structure or they need to remove this infected spa and supply me with a new spa set up correctly. I will have a full doctors report available by tomorrow regarding the rash I developed because of this. I respectfully request you contact this company and ask you to help me find a resolution to this problem.

Business

Response:

To whom it may concern, [redacted] purchased his hot tub from a distributor of ours, and his salesperson is a representative of that company. Our customer service is always happy to help, and can be reached 7 days a week at (804) 298-3950. I do see where messages were left for myself (customer service manager) while I was out of the office on other business matters last week. I will contact the customer and explain that we are not the proper point of contact for compaint's about Signature Productions and see if I am able to offer any troubleshooting assistance with the customers water chemistry issues. Our system indicates that we spoke to Mrs. [redacted] on the 27th of January, at which time she notated they were able to resolve the problem and no longer needed assistance. Please contact me if you have questions!

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I purchased this hot tub from Barefoot not some representative. Frank [redacted] specifically told us he works for Barefoot spa while mentioning how they have been in business for 75 years etc.This hot tub was delivered to my house contaminated with white water mold infested in the PVC piping. I contacted Frank the day of delivery and received set-up instructions from him and followed them as instructed, 10 days later the hot tub contracted a white water mold infestation. He never once in this process made any mention of any other person, entity or customer service I needed to contact. Only after the problem started and Frank Newman ignored my texts and multiple phone calls, we found the Barefoot spa number online and out of desperation started calling them. I have now left 8 messages for the CS manager Amanda and I respectfully disagree with her assessment "I was out of the office". I have been calling for more than two weeks now and was told by whoever answered the phone she was on the line and if they could help or did I want to leave a message. NO REPLY not one after I left 8 messages for her and twice that many to their company representative Frank Newman. You cannot simply pretend this is not your problem because you feel I purchased this hot tub from Frank which you now claim not to be a company employee. He told Michelle and I he represents Barefoot spas and he is our contact person fro set up and all other issues including repairs and warranties if ever needed. This is not a water problem Amanda was so eager to point out. This was not caused by inadequate chemicals or balancing of the water, I used all the chemicals you provided me with (I was told by Frank "this is all you need") I also followed every instruction Frank gave me. Michelle was listening to the instructions on speaker phone and wrote it down step by step to ensure we do everything right. I have proof of all the communications between Frank (your representative) and myself. Including all the unanswered texts and pictures I sent him. This infestation was too fast and too severe to have been caused by a water problem, this was caused by Barefoot's lack of sanitizing this tub after it was pressure tested. I have now spent two full days in freezing temperatures draining and flushing this biofilm. I have spent almost $500 on chemicals alone, I have had to refill a 500 gallon tub and reheat the water three times. To make this an even better experience I diagnosed with a skin condition because of this whitewater mold and paid $290 for medicine to treat this very painful rash. All of this is caused by Barefoot and its representatives unwillingness to help me when I reached out. It is unacceptable that I am told by Frank Newman acting on your behalf that he is my point person your company, never once making mention that he is in fact NOT the point person and now Amanda has the audacity to tell me I called the wrong person. Amanda now pretends as if I did not contact customer support which I actually did, after finding out the hard way Frank was not my point person. The reason I started calling Amanda (and belong ignored) was because when I asked Barefoot customer service about white water mold I was told "I have never heard of that".I have spent almost $8000 and are stuck with a hot tub giving me a rash and nobody is willing to help me. I request an $2500 refund to not only offset all my expenses, effort, pain and frustration but also allow me to find professional local help for my problem.[redacted]

Business

Response:

The customer is reaching out to the salesperson and it sounds like this is a maintenance issue there is nothing wrong with the manufacturing of the hot tub. The customer is more then welcome to contact our customer service department at 804-325-8094 or Barefoot Spas at 804-298-3950 to assist with these maintenance issues for the best resolution results.

Review: I purchased a spa through Signature Productions at a spa show in [redacted]. I was told to call when I was ready to take delivery of the spa and have called multiple times. Each time it goes to voicemail and I never receive a call back from the company. The company has already charged my credit card without delivering the product.Desired Settlement: Either deliver the product within 3 weeks or issue a refund to my credit card so I can buy from a responsive company.

Business

Response:

To whom it may concern, The delivery for Mr. [redacted] has been scheduled. Please let us know if you have further questions!

Review: I bought a [redacted] Premium Spa that included a cover. I bought it on 12/19/15 and the spa was delivered on 12/20/15 with out the cover. I was told that I would receive the cover the next day 12/21/15. I called and was told that it would be delivered the next morning 12/22/15 . I called that evening and they told me that it would be delivered in 5 to 7 business days. In the mean time I had it filled and electric work done, I was out of town for the Holidays and without a cover it collected leaves dirt and other debris. I still do not have my cover 1/14/16.Desired Settlement: I would like a new spa with a cover and have them pay my bill for an electrician to hook it back up and pay for the water

Business

Response:

To whom it may concern, We apologize for the inconvenience that was caused because our supplier fell through on their commitment to ship the cover to your home in a timely manner. Because of the delay that the holidays caused, we have shipped a complimentary starter kit to the customer. Please contact us if you have further questions!

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I still have not received my spa cover

Business

Response:

To whom it may concern, Please see the attached tracking confirm for the cover that was drop shipped to the customer by our supplier,

[redacted]Please let us know if you have further questions!

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

I have received the cover and it has taken over a month. How would you like to have a company be so inept and only send you part of item you purchase?

Review: I received a defective spa cover. It has a little area where it was not completely stitched up and over time water will seep into it.Desired Settlement: I would like the cover replaced with a new cover with out defects.

Business

Response:

The customer and the company reached out to [redacted] Spa Covers that provide the spa covers for the company. [redacted] Spa Covers advised the customer that they will repair the cover and any parts needed for repair at no cost to the customer, but according to their warranty policies the customer is only responsible for shipping the cover.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am TOTALY NOT SATISFIED with that offer because this is a BRAND NEW COVER WITH A DEFECT, the ISSUE WAS REPORTED IMEDIATELY, and I should not have to pay a dime to have it replaced! Never mind paying for shipping to have it repaired. I expect a defect free new cover. That is what I paid for. This is infuriating I am paying for a New Spa and NEW Cover and that is what I expect.

Regards,

Consumer

Response:

On 3/5/16 I purchased a barefoot spa's hot tub with a cover. It was priced as one unit. Total price was $7,431.00 The Invoice#/purchase agreement # is [redacted]. The spa serial # is 1603260 model PL8 . It was financed thru [redacted] From the research I have done a spa cover can cost anywhere between $250 - $450. I am working on getting the exact cost for this specific cover. I have contacted Barefoot spa's/Signature Productions about this issue advising them them 3/6 when they called to inquire about how the delivery went. They advised and gave me the # to contact [redacted] Spa covers. [redacted] covers claim its a tear that I did. (Which I later found out from other Revdex.com complaints that thats how they operate. (blame the customer) Then they requested I pay to mail it to them and they would repair it, which is ridiculous because it would cost me more to pay the postage for mailing it, newer mind the cost involved in getting it boxed to ship, then it would to just go buy a new one. Also I don't want a repaired NEW Spa cover. I want a NEW one without defects which is what I paid for. Then I made a Revdex.com complaint against Signature Productions and [redacted] Spa's. I also called [redacted] bank today to put in a claim and dispute the spa cover portion of the charges

Review: On the evening of Friday, January 24th, my wife and I attended a hot tub sales event at the [redacted]. We heard about the event on both radio and television, although there was no mention of who was sponsoring the event, or of the manufacturer of the hot tubs. After viewing the sparse selection of hot tubs and talking with a salesman who provided a really hard sell, we signed a Purchase Agreement to buy a hot tub. Only after our inquiry did we learn the name of the manufacturer of the hot tub - [redacted]. I provided a $1,000 deposit for the tub on my [redacted] credit card. There was no discussion about how we were going to pay the balance of the sale - $6,104.10 - but we agreed that we would get back to the seller after we decided on that. When we returned home that night, we went online to get more information about [redacted], and we found terrible, deleterious comments about the product and more importantly, the customer service. Review after review talked about "waiting for parts" and harsh treatment of the customer. We decided immediately to cancel the sale. I returned to the Raceway show the next morning, Saturday, January 25th (less than 13 hours later) to get my deposit credited back to my account. I was met with not only resistance and refusal to cancel the sale, but with threats of calling the police and bully behavior on the part of the sales manager. I left, returned home, called my credit card company to immediately lodge a "dispute" against the charge, and on Monday, January 27th, called the Revdex.com to complain about this company and its sales tactics. We have since also contacted our attorney for help resolving this issue. Of note is that I learned that neither Signature Productions, which is the company listed on the Purchase Agreement, nor [redacted], had a business license to hold the spa event on January 24-26th.Desired Settlement: I want an immediate refund to my [redacted] in the amount of $1,000. Also, I want the Revdex.com to reflect the strong arm and shady tactics of this company - Signature Productions- and the poor customer service that is evident with the product - [redacted]. I will make an attempt via their website and social media to let my opinion of them appear in print.

Business

Response:

To Whom It May Concern:

Thank you for reaching out to us to provide [redacted]
feedback regarding his purchase at our event at the [redacted].
We would also like to thank him for his business as well as commit that we will
continue to do everything we committed to in the contract he signed. Many
people make the common mistake about searching the brand after an event and
many people do not understand that these reviews are written by previous
customers who made purchased from a different company that in not in any
affiliation with [redacted] ([redacted] has been under new ownership for the
better part of a year) or they are written by our competitors in various
markets. I can, however, guarantee that all of our customer service and
respective supervisors will do and have done everything within the best of our
capabilities to resolve any and all customer complaints and any possible
maintenance issues. Please keep in mind that these resolutions have been met
solely within the realms of the legal contract or purchase agreement that the
customer must sign at the point of sale at each event.

In [redacted] letter, he states that he made a deposit of
$1,000 to initiate the delivery process for his purchase. In this instance, the
contract clearly states that all sales are final and the balance must be paid
in full before any goods are unloaded. However, it also stats that in the event
of requesting a cancellation for a purchase, via a submitted written
cancellation letter for the customer, the restocking free is to be equal to the
amount paid up to the time of cancellation.
We would also t this time like to indicated we have not received payment
for the remaining of his purchase nor such written letter of a cancellation
request from him.

We are willing and able to uphold our obligation to fulfill
the delivery of his spa as per the purchase agreement once the balance has nee
satisfied or being the cancellation process once a written document of
cancellation has been received from him. We would like to welcome him to feel
free to contact our office in inform us if which of these two option he would
like to take.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Signature Productions
This letter is to notify your company (Barefoot Spa, Signature Productions) that I am cancelling our hot tub order of January 24,2014 with your company; we no longer want your product. As you are well aware, we notified Signature Productions in person less than twelve hours after visiting the event at the [redacted] (the morning of January 25th) that we wanted to cancel our order, but were turned away by aggressive and unhelpful staff. At no time during the two hours that I spent trying to cancel the order did anyone inform me that my cancellation request needed to be in writing. Additionally, I would like to restate that I hold true every detail outlined in my complaint to the Revdex.com and will provide them with a copy of this letter.
As I know you also know, nowhere on the purchase agreement is there one word about a
"restocking fee to be equal to the amount paid up to the time of cancellation", and at no time
during the sales transaction did the salesman, [redacted], state that fact or the fact that we
were signing a "final sale" document. Therefore, I expect my $1,000 deposit charge to my credit
card to be credited back to my account immediately. Additionally, as you may also know, I
notified my credit card company within 24 hours after the "sale" of the hot tub that I had tried to
cancel the order to no avail and that I wanted to dispute the charge. This action is in process now.
We feel that your company misrepresented itself at your January 24,2014 sale at [redacted], and
although your letter indicates a willingness to work with the customer and has a tone of
cordiality, this is polar opposite to what I/we experienced on January 25th , and is also
diametrically opposite from reviews posted on the internet about your company and your
customer service.
I would like a quick resolution to this issue and expect to hear from you at your earliest
convenience.
I have contacted my attorney[redacted], regarding this issue and have provided him with all information on this matter for his review and possible

Review: I went to a spa expo selling Barefoot Spas. The sales people represent themselves as factory reps. I picked a floor display that was in perfect condition. They delivered a spa that was damaged and scarred up and cracked. Barfefoot Spas fraudulently uses a shell company to insulate themselves from responsibility, Barefoot says they have no responsibility for the damaged spa, the Shell Company Signature Productions does not respond to the damage claim saying it was the shipping companies fault, the salesman at the spa expo represent themselves as factory reps. Signature Productions is a bogus shell company, Barefoot Spas should be ashamed of themselves for perpetrating this scam.Desired Settlement: I paid for and inspected a flawless hot tub. I want the damaged Hottub replaced with an undamaged Hot Tub. I don't trust these people, if they don't stand by the delivery, how would I trust that they would stand behind their product.

I don't trust these people, I want them to take the spa back and refund my money. These are untrustworthy people.

Business

Response:

To Whom it May Concern, Mr. [redacted] purchased a spa from a distributor of ours, Signature Productions. Although we are not involved in the sales process or the delivery, our records indicate that the customer selected a floor model from an event the distributor hosted. It is procedure for all floor models to be inspected on site, and the customer would have signed off on the condition of the spa. It is also procedure for the customer to sign for the condition of the product at the time of delivery. If the condition of the product at the time of delivery was different then that of the condition in the showroom, and the customer noted it on the delivery ticket, he should contact the distributor to resolve the issue. The customer is welcome to contact our customer service for any questions regarding maintenance or warranty and we would be happy to assist him.

Business

Response:

Hello! Mr. [redacted] purchased a floor model Barefoot Spa from an event we hosted in Baltimore, MD. The customer selected a unit and inspected it in the show room and signed off on the condition at the time of sale. Upon delivery the customer noticed a flaw that he had not noticed in the show room, and rejected delivery of the unit. Though it is against our normal policy and procedures, we agreed to deliver a different unit to the customer at no additional charge. The customer signed for the delivery of the new unit, then later called to complain of "scuffing" on the panel. Because this was not noted at the time of delivery, and we have already gone above and beyond to facilitate a secondary delivery for the customer, we explained there was nothing we could do about the minor cosmetic scuffing on the panel that was not noted prior. Signature Productions is a Barefoot Authorized Reseller, and we are authorized to distribute products manufactured by Barefoot Spas. We are separate entities, just like any dealer or distributor for companies like Ford or Chevrolet. If you have further questions regarding this issue, please contact customer service at (804) 325-8094

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID 11118702, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

The first Hot tub was delovered cracked and broken. It is laughable for them to say it is against their policy to make a replacement, when they delivered a broken tub , cracked, unable to hold water. We did not sign off on delivery of the first tub, we wrote rejected all over the paper work.. We did not agree to the delivery of a second tub, we did not sign off on the tub and we were not even home when it was delivered, the delivery men were trespassing by being on my property without my consent or me being home. Barefoot Spas instead of attempting to actually perform the definition of Customer Service, makes up stores, lies and the very fact that they think that they can deliver a cracked and broken tub, thinks that this is an exception to their policy, these people are thieves, liars and hustlers. They haven't made an offer to resolve this issue, they clearly do not stand behind the lies of their salesman or their product, they are not a company that I want anything to do with . A cracked and broken tub at a cost of $6303 is acceptable according to these liars and hustlers, it is not acceptable to me. The contract has a serial number on it, the tub that I have does not match that serial number, therefore, the contract is null and void and I fully expect a refund and will accept nothing less.

Review: We purchased a hot tub last weekend at a spa and hot tub expo in [redacted]. We were very excited about our purchase (we paid in full on our credit card $ 7,800) but after rethinking and wanting more information we decided to cancel the purchase. We tried calling the number that was on the contract but got voice mail full. My husband returned to the expo the following morning and was told no problem the transaction would be cancelled even though the contract said it was non-cancellable. Matt said they would call Sunday just to make sure we hadn't changed our minds. They called Sunday and my husband said we did not want the hot tub. [redacted] said at that time that someone would be contacting us in 24 hrs to reverse the credit card charges. We did not receive a call until Tuesday when a delivery person said he needed to deliver the hot tub and if not we would have to pay for it anyway.Desired Settlement: we do not want the hot tub and want our credit card refunded

Business

Response:

Dear Revdex.com,

In response to complaint #[redacted]

Thank you for forwarding this information to our attention. As a business we pride ourselves on a proven model that is based on customer satisfaction and follow up with each and every customer. As a company we are aware of this customer and their complaint. They have contacted multiple people in our organization in an effort to change the terms and conditions of their written and signed agreement. I have attached for your review, a copy of their signed, non refundable agreement, as well as a signed acknowledgement by the consumer that they have received delivery of everything that was agreed to in writing. We have told this consumer time and again that they are not entitled to a refund, they have the merchandise as ordered and we are happy to assist in any manner that we can should they have any questions about or pertaining to their product.

Thank you for reviewing these documents and please let us know if you have any other questions or concerns regarding this complaint.

Sincerely,

Signature Productions

Review: Purchased at [redacted] 17' spa/pool mid-December 2014 installed December 20th; Complaint regarding cover of spa/pool clips for cover did not work (were not locking) and therefore cover continuously was blowing off 17" pool/spa and ripped; High winds in January in Maryland; Continuously calling sales man with no return phone call from sales man so called Signature Production directly and emailed them on 2/9/2015; per email from Signature Production provide detailed picture of the locking harware; 2/12/2015 email from Signature Production indicating SS17 covers are currently out of stock once received we will have a new one shipped to your location; "It will have a new mounting hardware that can be used in place of where your's are missing" [redacted] was contact; Left message 4/8/2015 regarding status; no return call; called again 4/10/2015 and no return call from [redacted]; We are not satified with customer service and did not get the cover as promised to usDesired Settlement: We would like a cover that fits probably the 17' spa/pool that was purchased from Signature Production as promised on 2/12/2015 email from [redacted] at Signature Production

Business

Response:

We have contacted the customer and apologized for delay. [redacted] was out of the office on maternity leave, and was not able to follow up on the backorder. The cover shipped from the manufacturer today (04/22/2015).

I purchased a spa from Signature Productions with a promise of installation. When the delivery man came 2 months later he had just had bi pass surgery he informed me and could not and would not move the spa from in front of my garage. I tired to get in touch with any one from Signature and every number went straight to voicemail and the mail boxes were full. I was never able to reach anyone with the company. I am filing complaints with the atty general both in Virginia and New Mexico.

Stay away from these people

Review: I bought a spa from Signature Productions at the Spa show at [redacted]. [redacted] was our salesperson. I went to Raceway to buy a spa, and am very pleased with the spa. The problem is two-fold. I was promised installation of the spa. Their installation is they put it in my yard. No hook-up for the electrical and the 3 gentleman that showed up to do the job just pushed the spa in place and left. The major complaint is that I was told that when they delivered the spa I would receive the pre-filter with the spa. The gentlemen who delivered the spa did not have that. My wife has called [redacted] to get the pre-filter on a couple of occasions, and we still have not received said filter. We paid for this pre-filter and now almost a month later, I have not received it, although I was told it would come in the mail. Altogether the company is mis-leading. They did not provide the pre-filter, they did not tell me I would have to provide my own electrical hook-up, and I did not receive the manual for the spa until last week via email. In my opinion, this company is about sales, not service.Desired Settlement: Please send me my pre-filter that I paid for. I would hope that you the company would adjust the policy on such things as well.

Business

Response:

Business said that this should have been put in the mail this week by UPS, they had been back ordered.

Consumer

Response:

Although I finally did receive the product that I had asked for, it was not until much later and several more phone calls that I received an answer. I want to publicly say this company was not very good at doing the business and I will not recommend them to any one.

Regards,

My husband and I bought a new spa from Signature Productions yesterday. We had them take away our old Hot Tub when they delivered the new one last night and we are going to get in for the first time tonight. Mr. [redacted] was very helpful. The PR5 we got is much smaller then the old one we had, but it is just the two of us now. Now that it is cold outside we love soaking in the warm water... I can't wait to get in! Thank You!

Review: I bought a hot tub Friday night, and changed my mind and went back to cancel my order Saturday morning before delivery and they would not allow me to cancel my purchase. The item was still sitting right there where it was the night before. The salesmen told me that there are no returns, and all sales are final, but I do not have the product. The product was almost 8k. I believe there is a 3 day right to rescission in NC, and I am well within reason.Desired Settlement: I would like a full refund of the product that I have not received yet.

Business

Response:

The three day right to rescission doesn't apply to this customers purchase and the customer is more than welcome to contact our customer service department at [redacted] to discuss. All sales are final and there are no cancellations or refunds as stated in the contract that the customer signed.

I purchased the model [redacted] in lebanon pa aug 2015 at a show. The sales person , [redacted] was very knowledgable about the product and easy to talk to. Absolutly no pressure,. The sales price was very reasonable for a fairly well made unit with quality parts used in assembly. I will say it was not 80% off but it was steeply discounted compared to similar models at various stores. The delievery contractor was pleasant and thorough and timely. Upon installation I had a question regarding routing the wires through the cabinet. My call was returned and question answered. All in all this was a very pleasant experience. The hot tub works well with no leaks.

Review: Signature Productions of [redacted],VA, was selling [redacted] at the [redacted] on 26 January 2014. This was not their principal place of business. I signed a contract to purchase [redacted] model [redacted] for $17,869 on Saturday, 25 Jan 14. When we went home that afternoon we decided that spa was not going to fit properly on the patio as we had envisioned. On Sunday morning, 26 Jan 14, we returned to the civic center and told the sales representative that we did not want the spa. We were confident that there was time allowed for cancelling the contract. The Signature Production sales person said we could not cancel the contract because at the bottom it said "all sales final". I told him we would not accept the product because it was not delivered yet. He said they would drop it on our driveway. I called the [redacted], [redacted], the next day, Monday, 27 Jan 14, and told him we wanted to cancel the contract because we understood there was a "Cooling Off" period for these types of contracts. The Federal Trade Commission has a "Cooling Off" Rule for sales in temporary locations like the civic center. He said "no" the sale was final and if we refused to accept the product, they would drop it on our driveway. He said the [redacted] "Cooling Off Rule" did not apply because he had a business license in the state of [redacted]. The fact that the civic center was a temporary business location and not his regular place of business, was my claim and argument to cancel. He would not agree. I wrote a letter to him officially canceling the contract and sent it by certified mail on 29 January 2014, within the 3 business day limit specified in the [redacted] law. [redacted] did not answer my letter. The spa is in my back yard. No power has been applied and no water has been put in it. It is just as it was delivered - not touched by us. We wish to complain that Signature Productions and [redacted] have not complied with Federal Law - [redacted] 3-day Cooling Off Rule.Desired Settlement: Return spa and refund our money.

Business

Response:

[redacted],