Spa Doctors,the

I am rejecting this response because: at no time was anyone verbally abusive to staffThe message that was said to have been left was not left on any of our phoneThis is the second time a message was left for us at a apparently wrong numberAt no time was the tech refused to return to the homeIt was relayed to staff that the abusive behavior to the assistant during installation was a very uncomfortable situationIt was asked if they had anyone else that could come outWe where told that Amanda was a certified tech and would come outCommunication from the staff was noon existent to get any reply or fund out what was going on we had to call and allNo one called to let us know anythingWhen we purchased the stove we where told that the store stands behind there customersThis was not the case

I am rejecting this response because: at no time was anyone verbally abusive to staff. The message that was said to have been left was not left on any of our phone. This is the second time a message was left for us at a apparently wrong number. At no time was the tech refused to return to the home. It was relayed to staff that the abusive behavior to the assistant  during installation was a very uncomfortable situation. It was asked if they had anyone else that could come out. We where told that Amanda was a certified tech and would come out. Communication from the staff was noon existent to get any reply or fund out what was going on we had to call and all. No one called to let us know anything. When we purchased the stove we where told that the store stands behind there customers. This was not the case.

This is [redacted], the President of Spa Doctor Spa & Stove Center. Iwill be addressing this complaint. Since there are 2 separate complaints Iwill address them separately.The first issue is regarding the stove and warranty issues. Firstly, we arenot a manufacturer, we do / did not write...

the warranty, and we do notcontrol how the warranty is handled. We are only a retail store, and weservice what we sell. If the customer wants a new stove she we will have toget authorization from the manufacturer. As a courtesy to the customer wedid ask on her behalf, but they denied our request to replace it because amalfunction does not warrant replacing the stove; the warranty, as all stovemanufacturer's warranties are, is there to cover such situations andreplacement of defective PARTS is standard protocol in every case. Havingbeen in business for almost 30 years we have sold thousands and thousands ofproducts that can and sometime do require service. Unless there is astructural or otherwise unrepairable defect, every manufacturer of pelletstoves in the world will only authorize repairing the unit, not replacingit. Something like a fan that will not shut off on a pellet stove is hardlycause for replacing the entire stove.On or about Tuesday, February 24th The customer's daughter, [redacted], called onbehalf of her mother ([redacted]) to inform us that the fan was runningcontinuously. She also told us that the person who installed the pelletstove, who is also our primary service technician, was not welcome to comeback to their home. We tried to explain to the customer that this is a verybusy time of the season, and the best and most effective way for us to dothe necessary repair would be for our installer to come out and take a lookat it to see what it needed. The customer's daughter was not happy with thesituation and insisted that our service technician not come out, but that wesend someone else. That put us in a precarious position because we wereforced to find an alternative way to service her stove. We proceeded tofollow through with our standard operating procedure:1.      Contact the manufacturer's technical depart2.      Explain the problem / symptoms3.      Have them give us directives as to how to affect the proper repair4.      Order the part(s) required to do the repair (if we do not have themin stock)5.      When the parts come in schedule a service call with anotheremployee.At this time it was apparent that [redacted], the customer's daughter, was theperson we would be dealing with for this service issue. She called us againthe following day and we let her know that we were waiting for a return callfrom the manufacturer. On Wednesday February 25th [redacted] called again in theafternoon and asked to speak to the other technician. The other technicianwas out on another service call. [redacted] told the person taking the call thatshe would not be home until after 5:00 and would like a call after she gothome. She was told that she would get a return call at some point after 5:00that evening, but no specific tame was given. Sometime between 5:00 - 6:00p.m. that afternoon [redacted] called back to the store demanding to speak to theservice technician. The technician was still on a service call and wasrunning very late on the service appointment that evening.  The technicianreturned the call that evening, and the customer's daughter, [redacted], and in avery unsavory, demanding and severe tone demanded immediate action. So, onthe technician's day off - Saturday February 28th - the technician came outand replaced the control board to the stove, which is exactly what thefactory technical department of the manufacturer of the stove told us to do.This did not correct the problem as the fan was still running after thecycle. It is an inconvenience, and the problem WILL be rectified, but in theinterim all the customer has to do is unplug the cord and plug it back in tomake the fan stop working.  That isn't a "fix" for the problem, but at leastthe annoyance of the fan running when it shouldn't can be alleviated.Because it was a Saturday, and the factory was closed, we were not able tocontact the technical department to see if we could resolve the problem. Weconsulted with our other technician --- the one which the customer would notallow to come out in the first place - and he recommended that we replace acomponent called a "snap switch", or a thermal disc. We scheduled anotherappointment to come back out and replace the snap switch later the followingweek, but that also did not seem to immediately resolve the problem. Whenthe technician left the house from that appointment and returned to thestore a phone call was made to the technical department to ascertain what weneeded to do next.When the technician left the house that day the customer informed ourtechnician that they would be leaving town for the week. The technician,upon receiving further instructions from the factory, called and left amessage on the customer's answering machine that, when they got back totown, to run the stove for 45 minutes and call us with the results. We weregiven specific instructions by the factory that this is what needed to bedone in order to determine the next steps. We never received a call afterthe customer returned from being gone for the week. Instead, [redacted] calledour store and literally screamed and yelled at our service technician,demanding satisfaction because we didn't call HER back, when theinstructions were clear that she needed to return OUR call with the resultsof the 45 minute "test run". After multiple instances of this person beingverbally abusive on the phone we contacted the factory again, explained thetechnical details, and they informed us that we need to replace the wiringharness.We have ordered a new wiring harness and from this point forward we willhave a different technician from another company come out to do thereplacement - I do not expect my employees to be subjected to verbal abuseby any customers. When the part comes in we will notify the outside servicecompany and they will make arrangements to come out and service her stove.The second complaint is in regards to the Rebate Program which is operatedand executed by the San Joaquin Valley Air Pollution Control, hereinafterreferred to as SJVAPCD. Again [redacted], the daughter, is intervening on hermother's behalf in regards to the rebate program.[redacted] called to inform us that the SJVAPCD called her mother and told herthat one of the requirements for the rebate, a "before picture" of herfireplace prior to installation, was not completed. She was, again, enragedat us. We promptly called the SJVAPCD to ascertain what the problem was. Wespoke with a specialist at SJVAPCD in the Rebate Program. The customer waspromptly informed that the AIR DISTRICT had made a mistake, that it was nota mistake that we had made, and that it would be resolved by the SJVAPCD.Regardless of that fact, the daughter let us know that she would becontacting the Revdex.com anyway.While the customer certainly has a right to be upset we feel that we havedone everything to the best of our abilities. We don't have any control overa government rebate program - all we do is help facilitate it for ourcustomers, and we do an exceptional job doing it. If there was a problemwith the execution of the rebate it is not our fault. As for the effectualrepair of the fan in her stove, we did our utmost to execute the service tothe best of our abilities. Again, we don't make the products, but we have,and always will, facilitate expeditious service for all of our customers. Wedon't control the technical and service information, and as far as gettingreplacement parts we are just as much at the mercy of our suppliers as ourcustomers are. We do our utmost to accelerate the completion of service workin a timely manner, and our almost 30 year track record proves it. Whether acustomer is reasonable or not has no bearing on how we perform - we do whatwe have to do and we do it to the best of our abilities.The service issue for this customer will be taken care of, as is all of ourservice.[redacted]Spa Doctor spa & Stove Center3500 Sisk Rd. #JModesto, Ca. 96356[redacted]

Review: Purchased a pellet stove that was installed on jan, 9 2015.at the end of feb the stove's fan started running continuously. We called to have this addressed as it was less than two months old. It took over a week of calling daily to get any response. Tech came out and looked at stove but failed to fix it, we where told that she would need to contact the manufacture and would call us back. After two weeks of no call I called and spoke to the tech who assured she would call back that day with an update. At this time we are still waiting to hear back. The stove also had a rebate with the air district that they assured us they took care of sending , we have gotten calls the information they submitted was in correct. Before and after pics are of different fire placesDesired Settlement: Would like a new pellet stove that works to replace the defective stove

Business

Response:

This is [redacted], the President of Spa Doctor Spa & Stove Center. Iwill be addressing this complaint. Since there are 2 separate complaints Iwill address them separately.The first issue is regarding the stove and warranty issues. Firstly, we arenot a manufacturer, we do / did not write the warranty, and we do notcontrol how the warranty is handled. We are only a retail store, and weservice what we sell. If the customer wants a new stove she we will have toget authorization from the manufacturer. As a courtesy to the customer wedid ask on her behalf, but they denied our request to replace it because amalfunction does not warrant replacing the stove; the warranty, as all stovemanufacturer's warranties are, is there to cover such situations andreplacement of defective PARTS is standard protocol in every case. Havingbeen in business for almost 30 years we have sold thousands and thousands ofproducts that can and sometime do require service. Unless there is astructural or otherwise unrepairable defect, every manufacturer of pelletstoves in the world will only authorize repairing the unit, not replacingit. Something like a fan that will not shut off on a pellet stove is hardlycause for replacing the entire stove.On or about Tuesday, February 24th The customer's daughter, [redacted], called onbehalf of her mother ([redacted]) to inform us that the fan was runningcontinuously. She also told us that the person who installed the pelletstove, who is also our primary service technician, was not welcome to comeback to their home. We tried to explain to the customer that this is a verybusy time of the season, and the best and most effective way for us to dothe necessary repair would be for our installer to come out and take a lookat it to see what it needed. The customer's daughter was not happy with thesituation and insisted that our service technician not come out, but that wesend someone else. That put us in a precarious position because we wereforced to find an alternative way to service her stove. We proceeded tofollow through with our standard operating procedure:1. Contact the manufacturer's technical depart2. Explain the problem / symptoms3. Have them give us directives as to how to affect the proper repair4. Order the part(s) required to do the repair (if we do not have themin stock)5. When the parts come in schedule a service call with anotheremployee.At this time it was apparent that [redacted], the customer's daughter, was theperson we would be dealing with for this service issue. She called us againthe following day and we let her know that we were waiting for a return callfrom the manufacturer. On Wednesday February 25th [redacted] called again in theafternoon and asked to speak to the other technician. The other technicianwas out on another service call. [redacted] told the person taking the call thatshe would not be home until after 5:00 and would like a call after she gothome. She was told that she would get a return call at some point after 5:00that evening, but no specific tame was given. Sometime between 5:00 - 6:00p.m. that afternoon [redacted] called back to the store demanding to speak to theservice technician. The technician was still on a service call and wasrunning very late on the service appointment that evening. The technicianreturned the call that evening, and the customer's daughter, [redacted], and in avery unsavory, demanding and severe tone demanded immediate action. So, onthe technician's day off - Saturday February 28th - the technician came outand replaced the control board to the stove, which is exactly what thefactory technical department of the manufacturer of the stove told us to do.This did not correct the problem as the fan was still running after thecycle. It is an inconvenience, and the problem WILL be rectified, but in theinterim all the customer has to do is unplug the cord and plug it back in tomake the fan stop working. That isn't a "fix" for the problem, but at leastthe annoyance of the fan running when it shouldn't can be alleviated.Because it was a Saturday, and the factory was closed, we were not able tocontact the technical department to see if we could resolve the problem. Weconsulted with our other technician --- the one which the customer would notallow to come out in the first place - and he recommended that we replace acomponent called a "snap switch", or a thermal disc. We scheduled anotherappointment to come back out and replace the snap switch later the followingweek, but that also did not seem to immediately resolve the problem. Whenthe technician left the house from that appointment and returned to thestore a phone call was made to the technical department to ascertain what weneeded to do next.When the technician left the house that day the customer informed ourtechnician that they would be leaving town for the week. The technician,upon receiving further instructions from the factory, called and left amessage on the customer's answering machine that, when they got back totown, to run the stove for 45 minutes and call us with the results. We weregiven specific instructions by the factory that this is what needed to bedone in order to determine the next steps. We never received a call afterthe customer returned from being gone for the week. Instead, [redacted] calledour store and literally screamed and yelled at our service technician,demanding satisfaction because we didn't call HER back, when theinstructions were clear that she needed to return OUR call with the resultsof the 45 minute "test run". After multiple instances of this person beingverbally abusive on the phone we contacted the factory again, explained thetechnical details, and they informed us that we need to replace the wiringharness.We have ordered a new wiring harness and from this point forward we willhave a different technician from another company come out to do thereplacement - I do not expect my employees to be subjected to verbal abuseby any customers. When the part comes in we will notify the outside servicecompany and they will make arrangements to come out and service her stove.The second complaint is in regards to the Rebate Program which is operatedand executed by the San Joaquin Valley Air Pollution Control, hereinafterreferred to as SJVAPCD. Again [redacted], the daughter, is intervening on hermother's behalf in regards to the rebate program.[redacted] called to inform us that the SJVAPCD called her mother and told herthat one of the requirements for the rebate, a "before picture" of herfireplace prior to installation, was not completed. She was, again, enragedat us. We promptly called the SJVAPCD to ascertain what the problem was. Wespoke with a specialist at SJVAPCD in the Rebate Program. The customer waspromptly informed that the AIR DISTRICT had made a mistake, that it was nota mistake that we had made, and that it would be resolved by the SJVAPCD.Regardless of that fact, the daughter let us know that she would becontacting the Revdex.com anyway.While the customer certainly has a right to be upset we feel that we havedone everything to the best of our abilities. We don't have any control overa government rebate program - all we do is help facilitate it for ourcustomers, and we do an exceptional job doing it. If there was a problemwith the execution of the rebate it is not our fault. As for the effectualrepair of the fan in her stove, we did our utmost to execute the service tothe best of our abilities. Again, we don't make the products, but we have,and always will, facilitate expeditious service for all of our customers. Wedon't control the technical and service information, and as far as gettingreplacement parts we are just as much at the mercy of our suppliers as ourcustomers are. We do our utmost to accelerate the completion of service workin a timely manner, and our almost 30 year track record proves it. Whether acustomer is reasonable or not has no bearing on how we perform - we do whatwe have to do and we do it to the best of our abilities.The service issue for this customer will be taken care of, as is all of ourservice.[redacted]Spa Doctor spa & Stove Center3500 Sisk Rd. #JModesto, Ca. 96356[redacted]

Consumer

Response:

I am rejecting this response because: at no time was anyone verbally abusive to staff. The message that was said to have been left was not left on any of our phone. This is the second time a message was left for us at a apparently wrong number. At no time was the tech refused to return to the home. It was relayed to staff that the abusive behavior to the assistant during installation was a very uncomfortable situation. It was asked if they had anyone else that could come out. We where told that Amanda was a certified tech and would come out. Communication from the staff was noon existent to get any reply or fund out what was going on we had to call and all. No one called to let us know anything. When we purchased the stove we where told that the store stands behind there customers. This was not the case.