Spas Direct, Inc.

In May 2016, Mrs. [redacted] contacted us to relocate a hot tub that was previously purchased from our company in July 2015. The hot tub was installed on an elevated deck on the back of her residence.  The only way to install would be to go through the front door, through the living room and out...

the sliding doors that led onto the deck.  In August 2015, we had accomplished this task to her satisfaction. On May 16 2016, we had performed the first phase of the relocation. This included digging out the specified area and laying two tons of limestone for the foundation. On May 19 2016, we had returned to her residence to remove the hot tub from the elevated deck. The same procedure occurred going back through the living room and out the front door. We had removed the sliding glass doors and reinstalled with no issues. On both occasions, Mr. [redacted] was not at home. However, Mrs. [redacted] supervised the entire process. We used the same materials and techniques in May 2016 as we did in August 2015 and no damage occurred. I was personally on site for both moves. On May 19 2016, the job was completed and Mrs. [redacted] was billed $1300.00 + tax. She paid and signed off on the completed job.  On this date, no mention of any damage was given to me or any employees. On June 13, 2016, Mrs. [redacted] contacted us and stated the door was damaged and asked what we were going to be about it. I requested her to text photos of the damage to us and that I would review. These pics were texted to my personal cell phone. The time period was approximately one month from the time we completed the job and was first notified of the damage.  We had agreed to leave the storm door unlocked and I would stop by for a look since the photos she sent didn’t appear to have any damage at all or at least to the extent that was claimed. After this point I began receiving threatening VMs to my personal cell phone, not at the office from Mr. [redacted].  This included that I would be sued if this wasn’t fixed immediately. To include, that I was going to replace the door not merely repair it. At this point, I didn’t inspect the door so wasn’t sure of anything.  Mr. [redacted] had his own conclusion of how this would conclude. On July 7 2016, after personal inspection at the [redacted]’s residence I mentioned that it didn’t appear to be damage that we would have caused as a result of our work. However, since the damage didn’t appear to be significant I agreed to find a contractor.  We didn’t state that we would be doing the repair, but rather finding a contractor that has experience in this field. They agreed. On July 7, 2016, I noticed construction materials and tools were laying in the living room, next room over from the damaged door. I voiced my concerns with them on that day. July 12 2016, I received a return phone call from one of the only handymen that wanted to do a small job like this. We sent Mr. [redacted] pics via text @ ###-###-####. I also personally spoke to him and explained the situation. He assured me he would make contact with Mrs. [redacted] to schedule an appointment to inspect the damage. The number that he was given was ###-###-####. He called and scheduled an appointment. On July 16 and again on July 18, I received threatening VMS from Mr. [redacted].  While during this time period we were in contact with Mrs. [redacted].  Mr. [redacted] wanted the door fixed immediately and unfortunately when you are dealing with SUBS, we need to depend on their schedule. On July 26 2016, the understanding that I had from him was that he would be doing additional work for them and that a week or so was fine on doing the door.  I agreed to this request. Many handymen would not have taken a small job like this due to the work load many of them had already committed too. Mr. [redacted] agreed because of the additional work he was earning.  I reached out to her and she agreed to have him to do the repair / replacement of the door. On August 3 2016, I received a call from Mr. [redacted], stating that he had some free time that afternoon and could we meet, buy the materials and get paid for the labor. He was in contact with her that morning to confirm the meeting. I agreed to meet at [redacted] on East Broad Street in Reynoldsburg. We purchased all materials for the installation and REPLACEMENT of the door. We had decided to replace the door since that is what was mentioned over and over from MR. [redacted]. We didn’t feel the door needed to be replaced, nor did MR. [redacted] but we agree to do so. We felt the amount we were spending was minimal to have a satisfied customer in the end. Mrs. [redacted] was called and received her VM.  A call was placed to MR. [redacted], while we were at [redacted] and he confirmed to move forward. At that point we bought the materials and paid him $250.00 labor. This was to replace the door and the door jam that we had allegedly damaged. Total cost of the replacement was $450.00. On August 3 2016, we received a text from Mr. [redacted], stating Mrs. [redacted] needed to go to work and they would need to reschedule for the following morning at 900am. I agreed. On August 4 2016, I received a text from Mrs. [redacted] that she needed to reschedule because of a conflict. I agreed and told her that she needed to schedule with Mr. [redacted] and that he was already paid for the complete job. She agreed and thanked us for the attention to this matter.  At this point we feel we have satisfied our customers concerns and fulfilled our obligations. On August 26 2016, we received a complaint from Mr. [redacted] that we have not fulfilled our responsibilities to him. So I would like to briefly recap this complaint. We had moved the hot tub out through the same door in 2015, and damaged it in the process 2016.  Same techniques and materials were used in the process. Approximately one month later we were notified of a ledged damage that we caused.  I started on finding a remedy to a problem, Im not 100 percent we caused. Found a contractor to do the work and paid him with receipts enclosed, with MR [redacted]’s approval and we are at fault. In my opinion, the complaint should have gone to: [redacted]
[redacted]
[redacted] However, in my opinion we would be an easier target for satisfaction, because of our impeccable record with the Revdex.com over the last 20 years.  I would like to be understood that we tried to satisfy our customer and their concerns and we do not take threats as any sort of motivation to do what is right and just.