Spas and More LLC

Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Contact Name and Title: [redacted] Contact Phone: XXX XXX-XXXX Contact Email: [redacted] @charter.net I first spoke to Mr. [redacted] on 6/5/15 and let him know that we did do work on the brand of hot tub that he owned. Customer stated he... had a leak. Since the customer was a new customer for us, we took his credit card information like we do for every service call we do and put it on file to use AFTER service is completed. Our office Administrator explained the charges that he would incur at that time and agreed to have us come out. Our first visit to the customer was on 6/15 where we found that the leak in part was caused by a bad wet end of one of his jet pumps. Our technician spent 50 minutes at the customers location diagnosing the leak. He called Mr. [redacted] and left a message stating that the wet end was cracked and recommended installing a new pump and motor and quoted him a price. It was at that time we charged him exactly the amount that we agreed upon. After the call had been completed. When the customer called us back he informed us that he had extra wet end head plates and asked if we could use one of them to fix the leak. Our technician went back out to his home and tried to use the customer supplied parts. After trying to make these work, he found that only one of those was a part that could be adapted to his pump. He did not have the proper tool with him to make this part work so he brought the part back to the shop to adapt it to the broken pump head. We were there almost an hour and only charged the customer for the time we were there, no additional trip charge and charged it only after we performed the service. When we brought the customer supplied part back to the shop, there was a broken air line plug which we were able to remove. We informed the customer that we would have to replace the plug and told him the cost of the part. He agreed to the cost and since it was a special order part, we charged him for this up front, which is our policy on all special order non returnable parts. When we received the part we installed it on the customer supplied pump end and charged him only a half hour labor to install it. On 7/9 we installed the pump head, filled the spa and checked for other leaks. We did find a leak in another location and informed the customer of the cost of parts to repair it. He agreed to these costs, we installed them and because this call took longer to complete than usual we waived the labor to do the additional repair, which took about an hour to do. At that time the customer and our technician agreed that it would be best to leave the front panel off the spa so that he could see if there still was a leak issue after a day or too. Since then we had not heard from the customer that the spa was still leaking. To summarize; We recommended that a new pump be installed but the customer wanted to use the parts that he had which had to be modified for it to work properly. The service call and labor on all calls were billed only after the service was performed. We charged no labor on the last call to put the repaired pump on and the additional parts to repair his leak as a courtesy because of the length of time it took to complete this call. We are more than happy to return to the customers home and fix any leak that he may have and not charge him for any leak that is present as a result of any repairs that we did. If there are additional leaks that are present that are not a result of the services that we preformed we will charge the customer only for the labor to repair while we are there and any parts necessary to repair it. Before we charge any additional money, we will inform the customer of our finding and get his approval to repair, if necessary.

Complaint: ***
I am rejecting this response because: It is not an accurate reflection of the way in which the problem was handled. For at least months thru of delivery of the spa I was continually told that it was the owners problem in managing the spa water. He did not explain that each time they checked the chemicals a perfect balance of ph and acidity of the water were perfect. They did not indicate that we emptied the hot tub times during the first months and twice since. Each time we were asked if we rinsed our suits after laundering, did you use body lotion, what about shampoo left in your hair? Never once until I kept contacting the manufacturer did they begin to look anywhere else for causesI am requesting a refund because I cannot get service from anyone else in the area. I have yet to receive an apology only offering I am doing the best I can. I was told this is the busy time of the year for hot tubs and they are manufacturing a month. This conversation was overheard by other people who were in my kitchen that my tub would come off the line on June 12th (a Sunday). Both visitors could not believe how rude he spoke to me. Again, I bought the spa to reduce pain from severe rheumatoid arthritis, again up and down stairs to check water, drain tub, clean filters used or six times. What a discouraging year long ordealAgain, the spa cost $8,700. Paid in full before delivery. As far as coming by every other day for a week....time spent on those inspections less than or minutes on his or their way to work and I only actually saw them at the hot tub once or twice. When I asked if they had come by *** said he wasn't by that day but I reported no change. This Company representative is not easy to work with automatically blaming the customer for not managing the chemicals properly. Even if this unit is replaced I am not comfortable in being able to have confidence in their representative of Master SpasThe last time I called Customer Service of Master Spas they wanted to know who authorized the replacement of the spa? I thought they hadAnd he said look we are replacing the spa and if that is not good enough you can sue me. Not a very professional response from a business owner or a representative of Master SpasI will notify him today that I do not want him on our property without prior authorization from my husband or myself
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/08/21) */
Contact Name and Title: [redacted]
Contact Phone: XXX XXX-XXXX
Contact Email: [redacted]@charter.net
I first spoke to Mr. [redacted] on 6/5/15 and let him know that we did do work on the brand of hot tub that he owned. Customer stated he...

had a leak. Since the customer was a new customer for us, we took his credit card information like we do for every service call we do and put it on file to use AFTER service is completed. Our office Administrator explained the charges that he would incur at that time and agreed to have us come out. Our first visit to the customer was on 6/15 where we found that the leak in part was caused by a bad wet end of one of his jet pumps. Our technician spent 50 minutes at the customers location diagnosing the leak. He called Mr. [redacted] and left a message stating that the wet end was cracked and recommended installing a new pump and motor and quoted him a price. It was at that time we charged him exactly the amount that we agreed upon. After the call had been completed. When the customer called us back he informed us that he had extra wet end head plates and asked if we could use one of them to fix the leak. Our technician went back out to his home and tried to use the customer supplied parts. After trying to make these work, he found that only one of those was a part that could be adapted to his pump. He did not have the proper tool with him to make this part work so he brought the part back to the shop to adapt it to the broken pump head. We were there almost an hour and only charged the customer for the time we were there, no additional trip charge and charged it only after we performed the service. When we brought the customer supplied part back to the shop, there was a broken air line plug which we were able to remove. We informed the customer that we would have to replace the plug and told him the cost of the part. He agreed to the cost and since it was a special order part, we charged him for this up front, which is our policy on all special order non returnable parts. When we received the part we installed it on the customer supplied pump end and charged him only a half hour labor to install it. On 7/9 we installed the pump head, filled the spa and checked for other leaks. We did find a leak in another location and informed the customer of the cost of parts to repair it. He agreed to these costs, we installed them and because this call took longer to complete than usual we waived the labor to do the additional repair, which took about an hour to do. At that time the customer and our technician agreed that it would be best to leave the front panel off the spa so that he could see if there still was a leak issue after a day or too. Since then we had not heard from the customer that the spa was still leaking.
To summarize;
We recommended that a new pump be installed but the customer wanted to use the parts that he had which had to be modified for it to work properly. The service call and labor on all calls were billed only after the service was performed. We charged no labor on the last call to put the repaired pump on and the additional parts to repair his leak as a courtesy because of the length of time it took to complete this call.
We are more than happy to return to the customers home and fix any leak that he may have and not charge him for any leak that is present as a result of any repairs that we did. If there are additional leaks that are present that are not a result of the services that we preformed we will charge the customer only for the labor to repair while we are there and any parts necessary to repair it. Before we charge any additional money, we will inform the customer of our finding and get his approval to repair, if necessary.

We are aware of the water quality issues that our customer has had and we responded immediately to their problem each time treating it like an issue with treating the water properly. We've been at the customers home each time that they called and even checked their spa every other day for a week one...

time.when we could not solve the issue that they were having we conferred with the manufacturer to help assist us. We learned that there was a very random industry wide problem and after a few months it was determined it was caused by the hose that was used in spas manufactured during the time this customers was made. We actually had up to ten customers that had similar water quality issues. All these spas worked flawlessly except for water quality problems. The manufacturer had us try three different water treatments to try to rectify the situation. All at their expense. We had three customers that these treatments did not rectify the problems. Per the manufacturer we told the customer that they were replacing their spa with a new one, at the manufacturers expense. Once we got these approvals, we ordered the Deen's a new spa.the new spa is in production and should be completed by June 15 and will be put on the next truck of spas we receive. We will then swap out the existing tub with a brand new 2016 model completely at the manufactures and Spas and More!'s expense. We have also reimbursed the customer for all chemicals used during this time.We will continue to respond in a professional and timely manner to get this matter solved within the next couple weeks. I will update this concern and situation once the problem is complexly rectified.