I spoke with Mrs [redacted] on Saturday and she has rec'd the credit on her account In addition we had a very good conversation about her experience and I have assured her if she needs help in the future she can contact me directly While we work very hard to train our staff how to handle customer service issues there was a breakdown in her case I did offer her an additional $store credit for supplies for the hot tub And she has taken advantage of that offer Sincerely, [redacted]
Very sorry to hear that you did not have a good customer service experience Your credit card has been credited for the service call The hot tub was out of warranty and you were not charged for the Diagnostic fee or the Service Call only the part As far as the warranty is concerned our Sales staff covers that in the presentation at time of purchase and it is in the Owner's Manual I have talked to the Service Department and Business Office as well As I looked into this matter it has been addressed to prevent it from happening again Please feel free to call me if you have any other questions or concerns I can be reached at [redacted] ?
Complaint: [redacted] I've checked my bank statement and there's no credit, how long does this take? Also, I have been waiting on a call from someone that will personally address this issue since I was truly offended by [redacted] hanging up on me while I was speaking with her When we purchased the hot tub, no one walked us through all the features or warranty, I see you mention something about a manual, there's no manual given to us at the time of purchase or time of delivery I do hope it doesn't give out on us anymore since I won't be able to count on you to repair it, at least that's the comment [redacted] made "we will NO longer service you" Regards, [redacted] ***
I spoke with Mrs. [redacted] on Saturday and she has rec'd the credit on her account.
In addition we had a very good conversation about her experience and
I have assured her if she needs help in the future she can contact me
directly.
While we work very hard to train our staff how to handle customer service issues
there was a breakdown in her case.
I did offer her an additional $50 store credit for supplies for the hot tub.
And she has taken advantage of that offer.
Sincerely,
[redacted]
[redacted]
Contrary to what has been
stated by the [redacted]’s, they did move forward with the purchase of the hot
tub. They placed a $800 deposit on
8/8/2015 and a week later applied for financing for the remaining balance on
8/16/2015, which was approved on 8/17/2015. At that time, since they...
were approved for finanincing, which is
considered payment in full, the order
was placed for the hot tub since we did not have the specific color combination
requested in stock. Upon arrival of the
hot tub, the [redacted]’s were contacted to let them know it had arrived. They informed Sweetwater that the expense
involved with the deck and electrical was more than expected and they could not
afford the additional expense, yet they still wanted the hot tub. In November, [redacted] spoke with Mrs. [redacted] and
explained that we currently had a limited time promotion running for 36 month interest
free finanacing which would allow them to roll into the financing the added
cost of the deck and electrical and also save them the interest they would have
paid on the original financing approved in August. The [redacted]s declined this offer. Sweetwater made a valid attempt to assist the
[redacted]’s with their concerns. It is
clearly written on the contract above their signature All Cancellations are
subject to a 25% fee of purchase price. The [redacted]s have not lost their deposit. Sweetwater has been holding the hot tub in their name since it
arrived. We have incurred expenses which
include the purchase of the hot tub from the manufacturer, freight and
storage. We will honor their deposit any
time in the future concerning their hot tub purchase.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Very sorry to hear that you did not have a good customer service experience.
Your credit card has been credited for the service call.
The hot tub was out of warranty and you were not charged for the Diagnostic fee or the Service Call
only the part.
As far as the warranty is...
concerned our Sales staff covers that in the presentation at time of purchase
and it is in the Owner's Manual.
I have talked to the Service Department and Business Office as well.
As I looked into this matter it has been addressed to prevent it from happening again.
Please feel free to call me if you have any other questions or concerns. I can be reached at [redacted]
[redacted]
?
Complaint:[redacted]
I've checked my bank statement and there's no credit, how long does this take? Also, I have been waiting on a call from someone that will personally address this issue since I was truly offended by [redacted] hanging up on me while I was speaking with her.
When we purchased the hot tub, no one walked us through all the features or warranty, I see you mention something about a manual, there's no manual given to us at the time of purchase or time of delivery.
I do hope it doesn't give out on us anymore since I won't be able to count on you to repair it, at least that's the comment [redacted] made "we will NO longer service you".
Regards,
[redacted]
I spoke with Mrs [redacted] on Saturday and she has rec'd the credit on her account In addition we had a very good conversation about her experience and I have assured her if she needs help in the future she can contact me directly While we work very hard to train our staff how to handle customer service issues there was a breakdown in her case I did offer her an additional $store credit for supplies for the hot tub And she has taken advantage of that offer Sincerely, [redacted]
Very sorry to hear that you did not have a good customer service experience Your credit card has been credited for the service call The hot tub was out of warranty and you were not charged for the Diagnostic fee or the Service Call only the part As far as the warranty is concerned our Sales staff covers that in the presentation at time of purchase and it is in the Owner's Manual I have talked to the Service Department and Business Office as well As I looked into this matter it has been addressed to prevent it from happening again Please feel free to call me if you have any other questions or concerns I can be reached at [redacted] ?
Complaint: [redacted] I've checked my bank statement and there's no credit, how long does this take? Also, I have been waiting on a call from someone that will personally address this issue since I was truly offended by [redacted] hanging up on me while I was speaking with her When we purchased the hot tub, no one walked us through all the features or warranty, I see you mention something about a manual, there's no manual given to us at the time of purchase or time of delivery I do hope it doesn't give out on us anymore since I won't be able to count on you to repair it, at least that's the comment [redacted] made "we will NO longer service you" Regards, [redacted] ***
I spoke with Mrs. [redacted] on Saturday and she has rec'd the credit on her account.
In addition we had a very good conversation about her experience and
I have assured her if she needs help in the future she can contact me
directly.
While we work very hard to train our staff how to handle customer service issues
there was a breakdown in her case.
I did offer her an additional $50 store credit for supplies for the hot tub.
And she has taken advantage of that offer.
Sincerely,
[redacted]
[redacted]
Contrary to what has been
stated by the [redacted]’s, they did move forward with the purchase of the hot
tub. They placed a $800 deposit on
8/8/2015 and a week later applied for financing for the remaining balance on
8/16/2015, which was approved on 8/17/2015. At that time, since they...
were approved for finanincing, which is
considered payment in full, the order
was placed for the hot tub since we did not have the specific color combination
requested in stock. Upon arrival of the
hot tub, the [redacted]’s were contacted to let them know it had arrived. They informed Sweetwater that the expense
involved with the deck and electrical was more than expected and they could not
afford the additional expense, yet they still wanted the hot tub. In November, [redacted] spoke with Mrs. [redacted] and
explained that we currently had a limited time promotion running for 36 month interest
free finanacing which would allow them to roll into the financing the added
cost of the deck and electrical and also save them the interest they would have
paid on the original financing approved in August. The [redacted]s declined this offer. Sweetwater made a valid attempt to assist the
[redacted]’s with their concerns. It is
clearly written on the contract above their signature All Cancellations are
subject to a 25% fee of purchase price. The [redacted]s have not lost their deposit. Sweetwater has been holding the hot tub in their name since it
arrived. We have incurred expenses which
include the purchase of the hot tub from the manufacturer, freight and
storage. We will honor their deposit any
time in the future concerning their hot tub purchase.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Very sorry to hear that you did not have a good customer service experience.
Your credit card has been credited for the service call.
The hot tub was out of warranty and you were not charged for the Diagnostic fee or the Service Call
only the part.
As far as the warranty is...
concerned our Sales staff covers that in the presentation at time of purchase
and it is in the Owner's Manual.
I have talked to the Service Department and Business Office as well.
As I looked into this matter it has been addressed to prevent it from happening again.
Please feel free to call me if you have any other questions or concerns. I can be reached at [redacted]
[redacted]
?
Complaint:[redacted]
I've checked my bank statement and there's no credit, how long does this take? Also, I have been waiting on a call from someone that will personally address this issue since I was truly offended by [redacted] hanging up on me while I was speaking with her.
When we purchased the hot tub, no one walked us through all the features or warranty, I see you mention something about a manual, there's no manual given to us at the time of purchase or time of delivery.
I do hope it doesn't give out on us anymore since I won't be able to count on you to repair it, at least that's the comment [redacted] made "we will NO longer service you".
Regards,
[redacted]