Softub Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

"border-collapse:separate letter-spacing:normal; line-height:normal; orphans:2; text-indent:0px; text-transform:none; white-space:normal; widows:2; word-spacing:0px>Softub
always has and always will honor the warranty of its productsSoftub,
through the customers dealer Evergreen Softub, has been in communication
with this customer since AprilSoftub has offered to repair the tub
under the warranty and this was communicated
to the customer by telephone, email as well as a written letter sent in
the mailThe warranty covers all parts and laborThe customer is
responsible for either paying the dealer a trip charge, which is an
amount charged by the dealer to get to the customers
home to do the repair, or for getting the tub to and from the dealers
location so the dealer can do the repair at their facilityThis is per
the warranty and is clearly stated in the warranty itselfSoftub
performing per the warranty and has communicated
this to the customerThe customer needs to either pay for the trip
charge or coordinate getting the tub to and from the dealer, per the
warranty
Softub is honoring the warranty of the product

To Whom It May Concern,Softub, Incalways has and always will support it's product by honoring the warranty of the products it offersSoftub, Inchas decided in the interest of customer satisfaction to accommodate the customers request of a full refundAs of this writing, the credit has already
been issued to the customer.Best Regards,*** ***Vice President of ManufacturingSoftub, Inc

To Whom It May Concern,Softub, Inc. always has and always will support it's product by honoring the warranty of the products it offers. Softub, Inc. has decided in the interest of customer satisfaction to accommodate the customers request of a full refund. As of this writing, the...

credit has already been issued to the customer.Best Regards,[redacted]Vice President of ManufacturingSoftub, Inc.

Softub
always has and always will honor the warranty of its products. Softub,
through the customers dealer Evergreen Softub, has been in communication
with this customer since April. Softub has offered to repair the tub
under the warranty and this was communicated
to the customer by...

telephone, email as well as a written letter sent in
the mail. The warranty covers all parts and labor. The customer is
responsible for either paying the dealer a trip charge, which is an
amount charged by the dealer to get to the customers
home to do the repair, or for getting the tub to and from the dealers
location so the dealer can do the repair at their facility. This is per
the warranty and is clearly stated in the warranty itself. Softub
performing per the warranty and has communicated
this to the customer. The customer needs to either pay for the trip
charge or coordinate getting the tub to and from the dealer, per the
warranty.
Softub is honoring the warranty of the product.

Review: I purchased a Softub and also purchased the Cedar Surround deck with it, and paid 895.00 for the Cedar Deck. When we tried to assemble the deck, we noticed the quality of the deck to be terrible. The wood split apart with every screw that was screwed in the wood, and one piece of the wood completely broke in two pieces! It was terrible and when I called my rep that same day to inform him of our complete dissatisfaction with the product, he informed me that I had to call the customer service area and gave me that number. So I did, and she informed me that " my contract that I signed" said no refunds and all sales final" I told her I would of been fine with that had it been of good quality, so I sent her pictures of our deck and the broken pieces, and she said she would let her manager know and get back to me! I then was told that we would have to return the deck to a sales rep in my area and we would be subject to a 20% restocking fee. I was not happy with that at all!! It wasn't an issue of me just changing my mind or not wanting the deck, but that their product was completely not functional as it was implied it would be!! Even the rep that came to pick up the deck said he couldn't believe how bad this was! He agreed with us that we should be refunded the full paid price, and not be subject to a restocking fee! This product wouldn't even have a chance to be resold to anyone, it was completely broken and of terrible quality. I also thought the customer service of Softub was very lacking to say the least!Desired Settlement: I want to be refunded my full 100% of paid price of $895.00 -- I don't think I should have to pay a 20% restocking fee for a terrible quality product that didn't even last a week much less one day!!

This company should have tried to satisfy my complaint totally and work with me to get the full refund it deserves.

Business

Response:

To Whom It May Concern,Softub, Inc. always has and always will support it's product by honoring the warranty of the products it offers. Softub, Inc. has decided in the interest of customer satisfaction to accommodate the customers request of a full refund. As of this writing, the credit has already been issued to the customer.Best Regards,[redacted]Vice President of ManufacturingSoftub, Inc.

Review: I purchased a softub from southwest softub april of 2010. The warranty is supposed to be 5 years. The owner of the business is [redacted]. I have had no issues with him but unfortunately the corporate office is the one that validates warranties. Within the last few months the vinyl of the softub started stretching out. I sent in pictures of the spa to the corporate office a few days ago. They informed me that it was due to a chemical imbalance and that voids the warranty. I worked at leslies swimming pool supplies for about 8 years specializing in vinyl lined pools and spas. I spoke to a tech service support male with the last name of M[redacted] I believe. He was at ([redacted]. He was extremely rude and would not let me get in a word edgewise. He told me that it was either soft water or a ph imbalance that caused the problems. I tried to explain that where I live the water is extremely hard coming from the tap so its definitely not a soft water issue. I also tried to explain that I am quite good at adjusting chemical balance from my years of experience in the pool and spa business. The lowest my ph has ever been is 7.2 I normally keep it at 7.4 to 7.6. 7.5 being ideal because this is the same ph as the human body. If it dips below 7.0 this would be cosidered acidic and will damage a vinyl liner. Like I said it never got this low. I have a professional dpd test kit and check my water balance daily. I even took chemistry in college so I know chemical balancing like the back of my hand. Any chemical added I pre- dissolve first so the powder never comes in contact with the liner.Desired Settlement: This is the second softub I have owned in the last 10 years . I just want them to take care of the warranty as outlined in the oiginal purchasing contract. Someone also needs to speak with the kid I talked to on the phone and explain the difference between good customer service and listening to the customer that is probably more knowledgeable on chemical balances then he will ever be and the poor customer service I was given.

Business

Response:

Complaint ID#[redacted]

Customer: [redacted]

Softub, Inc. always has and will continue to stand behind its products by honoring the warranty as well as offering consideration outside the constraints of the warranty if extenuating circumstances exist. Pertaining to this particular situation, a resolution was made between the dealer and the customer, with the customer receiving the repair of the product from his dealer for a reduced cost. When a failure of the product occurs in the manner described herein and as documented by Mr. [redacted], the on-going concern is that, due to the nature of the issue being continued product care over an extended period of time (35 months in this case), if the behaviors and actions that caused the issue are not recognized and resolved, the repaired tub will fail in the future in the same manner. In this case, the issue was allowing the chemistry of the tub to fall outside the established and communicated safe operational parameters. This is what, technically, causes the plasticizers in the liner material to lose their elasticity. Softub, having built hot tubs for over 25 years, has extensive experience and expertise in the care of vinyl liners and, through said years of experience, can identify what generally causes a failure. This does not discount Mr. [redacted]'s experience or knowledge, but rather creates a situation wherein a failure has occurred and behaviors need to change in order to prevent recurrence in the future.

Softub has dated records of the communication with the customer, both in its internal database (as a course of business Softub documents each and every communication with customers), as well as communication with Mr. [redacted]'s dealer via email. Said documents and emails, drafted within minutes following the telephone conversation, depict a commonality that the tub had an issue with the liner that was caused by chemicals altering the plasticizers in the vinyl. The difference between the communications and this Revdex.com complaint lie in the story of whom said what to whom, the dates of the communication with Softub, Inc. and the dates of communication with Mr. [redacted]'s dealer, the date of purchase and the date of failure. The main point is that the chemical maintenance practices need to change in order for any future product to not fail in the same manner. Due to the conversation between Mr. [redacted] and Softub being more of an argument than a conversation, the communication deteriorated before any resolution outside the warranty or discussion of future chemical practices could be made. The dealer communicated with Mr. [redacted] and the tub was repaired at a reduced cost to Mr. [redacted].

In conclusion, the failure of the product was determined to be related to chemical levels to falling outside the recommended levels over time. The lines of communication between Softub and Mr. [redacted] deteriorated rapidly. Mr. [redacted] had his tub repaired by his dealer for a reduced cost as a show of good faith due to the extenuating circumstances. Softub hopes that the methodology in which the water chemistry in the hot tub had been maintained in the past is adjusted or altered in order to prevent a recurrence of the failure in the future.

Thank you,

Vice President of Manufacturing

Review: I purchased a Softub from this company on April 29, 2013 from one of their sales group at the Tanger Outlet at Myrtle Beach, SC. When I purchased this it was suppose to come with a Rewood Wrap Step that I still haven't received. I have called and spoke with [redacted]

and a [redacted] on numerous occasions. They have made promise after promise that I will be getting the step and that it has been shipped

and returned because I was told that the trucking company could not find my address, but when I bought the hot tub, the same

trucking company had no problem fining my address. Now, when I try to connect either of the these people, they will not answer the

phone or return my calls.Desired Settlement: Get what I was promised when I purchased and paid for

Business

Response:

Softub has contacted Mr. [redacted] and we are in discussions to determine what article the customer was promised. There appears to be some confusion and miscommunication with the sales associates and Softub is glad Mr. [redacted] has made contact in order to remedy the situation.

Softub, Inc. is confident that this situation will be handled quickly and expeditiously.

Review: I am writing to you today in the hope that you will stand behind your product and honor the warranty. We purchased the large softtub on 8/26/13 from Evergreen Softub. We started seeing issues with the tub on April 5, 2015. We have used nothing but Softub chemicals to maintain our tub. I spoke with [redacted] at Evergreen and she asked if we leave the lid on after adding chemicals the answer is no, we leave the lid off after adding chemicals. She told me to leave the lid off for a day and see if that helped the pruning we were seeing around the rim of a portion of the tub. That did help, she thought this might be a leaking issues. She then referred me to [redacted] at Customer Service. I forwarded him the pictures of the tub rim and was informed this was a common issue of chemical damage and that is was only cosmetic and would cause no issues. I then forwarded him the new pictures after we left the lid off and the rim was getting better, but now the inside of the skin was no longer tight. He now is saying this is an issue of low ph. We have followed every instruction in the manual when testing and using only Softub brand chemicals in our tub. This was a large investment for us and we hoped to have it for many years of enjoyment. As of May 10, 2015 the outside of the tub is now showing a large loose spot (it looks like it is smiling). The tub is getting worse. I think the conversation I had with [redacted] is correct and the Softub is leaking.Desired Settlement: I would like to request to have you honor the warranty the get our tub fixed.

I appreciate your assistance in getting this issued resolved.

Business

Response:

Softub

always has and always will honor the warranty of its products. Softub,

through the customers dealer Evergreen Softub, has been in communication

with this customer since April. Softub has offered to repair the tub

under the warranty and this was communicated

to the customer by telephone, email as well as a written letter sent in

the mail. The warranty covers all parts and labor. The customer is

responsible for either paying the dealer a trip charge, which is an

amount charged by the dealer to get to the customers

home to do the repair, or for getting the tub to and from the dealers

location so the dealer can do the repair at their facility. This is per

the warranty and is clearly stated in the warranty itself. Softub

performing per the warranty and has communicated

this to the customer. The customer needs to either pay for the trip

charge or coordinate getting the tub to and from the dealer, per the

warranty.

Softub is honoring the warranty of the product.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,