Thank you for your email from *** & *** *** & *** purchased a special order spa from us in July and we ordered it from the manufacturer with the color of their choice and delivered it to them in the beginning of AugustOur technician was unable to perform a pre-site
inspection prior to the spa deliveryThis is one area where communication could have been improvedEven though we did not perform a site inspection, we still feel we gave excellent customer serviceThere was still plenty of time for the customer to make a decision on electrical before the installationOur service manager was on site at time of the spa deliveryHe found that there was an old spa there that the customer wanted removed that we did not know about in advanceNormally to remove an old spa, we charge and extra $We waived that fee since we weren't able to perform a pre-site inspectionAt the time of delivery our service manager inspected the wiring for the new spaThe existing that was used to power the old spa on their property was set up for only 110vTheir new spa had the ability to work on 110v or 220vThis was explained to the ***It was their decision to go with the more efficient 220v electrical serviceThen there would have been no charge for electrical if the customer wanted thatAt that time, our service manager also gave *** a verbal pricing of upgrading their electrical to 220vThey okayed the pricing verballyWe then scheduled to have a technician come out the next day to install the electrical with 220v and hook up their spaWe installed the electrical per their verbal approval and got their spa up and running for them to useWe felt the price of $for the 220v electrical was very fairAlso while we delivered their spa, we noticed that the spa cover that came with their spa had a manufacturer defect on the skirtWe immediately ordered a new spa cover for them and delivered it to them at no charge the week of September 19thSpa covers take usually 3-weeks to come in and we brought it out to the *** right when it arrivedA few days after we installed the electrical for the spa, the *** called our store and claimed they were not happy with the electrical priceWe also received a faxed letter from the *** also stating their complaintWe were surprised to hear this complaint because we felt that we were in agreement with the *** and all expectations had been managedObviously there was a breakdown in communication along the process that is why our service manager tried to call them back multiple times to discuss the electrical chargesTo this day he has not heard back the ***. Overall we feel they received a very nice spa with electrical that they requestedWe are happy to discuss these issues with the ***While we still feel we offered the best customer service, we take every complaint constructively and use them to learn how to prevent miscommunications in the future.Thank you,*** *** Retail & Office Manager
Good Morning,I have an update on this matterI didn't see on the site where I could make an update.Yesterday afternoon 9/28/My husband *** *** and our electrician went to Perfection Pools & Spa, with Ftof wire and a new breakerMy husband spoke with the manager and came to an agreement that we would split the labor and call it doneThe Manager told my husband that *** no longer works for them and that this is not the way they conduct businessThey are to send us an amended bill and we will pay it promptly. Please show our complaint updated with this informationLet me know if you need anything else from me. *** ***
Thank you for your email from *** & *** *** & *** purchased a special order spa from us in July and we ordered it from the manufacturer with the color of their choice and delivered it to them in the beginning of AugustOur technician was unable to perform a pre-site
inspection prior to the spa deliveryThis is one area where communication could have been improvedEven though we did not perform a site inspection, we still feel we gave excellent customer serviceThere was still plenty of time for the customer to make a decision on electrical before the installationOur service manager was on site at time of the spa deliveryHe found that there was an old spa there that the customer wanted removed that we did not know about in advanceNormally to remove an old spa, we charge and extra $We waived that fee since we weren't able to perform a pre-site inspectionAt the time of delivery our service manager inspected the wiring for the new spaThe existing that was used to power the old spa on their property was set up for only 110vTheir new spa had the ability to work on 110v or 220vThis was explained to the ***It was their decision to go with the more efficient 220v electrical serviceThen there would have been no charge for electrical if the customer wanted thatAt that time, our service manager also gave *** a verbal pricing of upgrading their electrical to 220vThey okayed the pricing verballyWe then scheduled to have a technician come out the next day to install the electrical with 220v and hook up their spaWe installed the electrical per their verbal approval and got their spa up and running for them to useWe felt the price of $for the 220v electrical was very fairAlso while we delivered their spa, we noticed that the spa cover that came with their spa had a manufacturer defect on the skirtWe immediately ordered a new spa cover for them and delivered it to them at no charge the week of September 19thSpa covers take usually 3-weeks to come in and we brought it out to the *** right when it arrivedA few days after we installed the electrical for the spa, the *** called our store and claimed they were not happy with the electrical priceWe also received a faxed letter from the *** also stating their complaintWe were surprised to hear this complaint because we felt that we were in agreement with the *** and all expectations had been managedObviously there was a breakdown in communication along the process that is why our service manager tried to call them back multiple times to discuss the electrical chargesTo this day he has not heard back the ***. Overall we feel they received a very nice spa with electrical that they requestedWe are happy to discuss these issues with the ***While we still feel we offered the best customer service, we take every complaint constructively and use them to learn how to prevent miscommunications in the future.Thank you,*** *** Retail & Office Manager
Good Morning,I have an update on this matterI didn't see on the site where I could make an update.Yesterday afternoon 9/28/My husband *** *** and our electrician went to Perfection Pools & Spa, with Ftof wire and a new breakerMy husband spoke with the manager and came to an agreement that we would split the labor and call it doneThe Manager told my husband that *** no longer works for them and that this is not the way they conduct businessThey are to send us an amended bill and we will pay it promptly. Please show our complaint updated with this informationLet me know if you need anything else from me. *** ***