Spa & Pool Outlet

Failure to provide the keys to the insulated safety cover on a hot tub even after promising the keys would be mailed to customer at least 4 times.Purchased a new hot tub with insulated safety cover on Sunday, 12 Oct 14. It was delivered and set up on Friday, 17 Oct 14. During initial set up the delivery person (believe the name was [redacted] but am not sure) discovered that the hardware and keys for the insulated safety cover were not correct for the cover provided as part of the hot tub purchase package. He was able to cobble together enough hardware from his tool box to attach the safety clip mounts to hold the cover down, but he did not have the correct keys. He assured us that once back at the store; he would put the proper keys in the mail immediately. On Monday, 20 Oct 14 the tube was wired by our electrician who had questions about connecting the tub. I called [redacted] (owner) personal cell number XXX-XXX-XXXX, no answer, I left voicemail about the electrician's question and to ask about the keys; my call was never returned. Later that week, when the keys had still not come in the mail, I called the Spa and Pool Outlet (XXX-XXX-XXXX) on Saturday, 25 Nov 14 and spoke to a sales person who apologized and said keys would be mailed on the next business day. No keys received by Sunday, 2 Nov 14 so I called the business again and spoke to [redacted], the owner. He apologized and assured me the keys would be mailed the next business day. No keys by Saturday, 8 Nov so I called the store once more. No [redacted], but the sales person was familiar with the situation and said he would put the keys in the mail right away. Today is 17 Nov 14 and we still do not have keys for the safety cover.Desired SettlementEither provide the proper keys for the insulated safety cover purchased as part of the complete hot tub package or replace the insulated safety cover with a new one that has the proper set of keys.Business Response /[redacted]/Contact Name and Title: [redacted], VP SalesContact Phone: XXXXXXXXXXContact Email: [redacted]@spapooloutlet.comWe are terribly sorry for the oversight and inconvenience that we have caused. It certainly isn't indicative of what we as a company strive for. I have spoken with the customer this morning. We are shipping the keys to the customer today. He should receive them in a couple of days.Consumer Response /[redacted]/Received the keys by mail on Saturday, 22 Nov 14. Very much appreciate Revdex.com helping to resolve this issue. Although the missing keys were the core reason for the complaint, the overarching issue was that the business owner and his staff promised on four separate occasions that the keys would be in the mail the next business day. It took them from 17 October (first promise to mail keys) until 22 November 2014, and a Revdex.com complaint to make good on their promises. Customer service should be a business's number one priority. Again, thanks to the Revdex.com for your assistance. Final Consumer Response /[redacted]/