ThermoSpas Hot Tub Products, Inc.

Dear *** *** I am glad to hear that we have come to an acceptable agreementI will be following up personally to ensure that the final details of our resolution are complete and will report this case as closedPlease feel free to contact me directly if there are any issues in the futureRegards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
You should be aware that this is the third shipment date I have been given. On 8/4/I was told the cover would be shipped on 8/11/14. On 8/11/I was told the cover would be shipped on 8/12/14. The cover was not shipped on either of these dates
Sincerely,
*** ***

We have received this complaint and have been working with the cover manufacturer to get this order shipped. We sincerely apologize for the delay. I was notified today by the cover manufacturer that the cover will be shipped on Monday 8/18/14. Upon shipment we will contact the
customer with a tracking number and delivery date. We will continue to follow up to make sure the customer receives their product

MESSAGE: Here's a copy of the letter we sent to Erwin S*** (Representative at Thermospa)I'm a commercial artist but when I joined the *** *** *** they trained me to become a *** *** secondary to the needs of the militaryI do a lot of lifting heavy patients, teaching them to walk due to their surgical procedure and debilitationI naturally invested on a spa for my health benefits to decrease my muscle sprain/strain due to my jobThis spa is not a cheap spa I kind a liken it to selecting an expensive sports car that you order what kind of color, options and motor power that's in it hence you pay for the priceYou can ordinarily buy a nice spa between $ 3,- 5,but mine was $ 11,with taxes and everything it was almost $ 12,so like a car when you order the black corral, you expect to have black corral not light gray with white stripe in the middleNow let say the jets of the spa is like the AC of the car expecting that it will give the stream of AC you need in times of hot, torrid weather & fully functional not very light AC coming outI'm telling you all this since the company had given us reasons after reasons they think we should be satisfied with what we got but not what we paid for and still paying for itIf we didn't contacted you, we would be waiting forever for them to do something and even after our contact with Revdex.com it still took several months before they did anything and John H*** (representative of Thermospa that delivered the spa twice) has been here several times and the color is still not black corral, problems with jets, different schematics from previous spa and on and onWe had conferencing with their so called head technician & he even said, " I don't know what to tell you"So I kindly ask for your assistance to have take the spa back and refund me my money...TO WHOM IT MAY [email protected] WHOM IT MAY CONCERN :This letter is to follabout product complaint dated March 2, against Thermospas Hot Tub products, IncLocated at ** *** *** *** *** *** ** ***The Revdex.com service representative that I talked with is *** ***Our assigned ID no***. As stated on your email to write you if the problem continuesI have been dealing with this problem for about a year now since I bought the Spa on August Since we filed a complaint to Revdex.com, the service man had been to my house several times to fix the tub that they replaced. The replaced Tub Jets schematic wasn’t the same as the old Tub. The lights they installed on June 06/03/is not working and it took almost a year for the installation of the lightsI believe the replaced tub did not pass through quality control otherwise we won’t be having this problemsThe pressure of the jets is not the same as the old tubI had to explain my problem several times that I have to reschedule my job appointmentsThey keep scheduling repairsNeedless to say, I was frustrated in over a year they been doing this Mickey Mouse resolution and they haven’t rectify the problemSending months chemicals gift, doesn’t solve the predicament they put us, the frustrations and our time wasted.I expected a much higher level of service from your company for an $11,plus Thermospas tub, and I am disappointedBecause I do not want to spend any more time on this problem, I am returning the Thermospas I expect a full refund on the payment that I already madeI will be informing my friends, patients and family about this horrible experience.Sincerely,*** *** Revdex.com:

MESSAGE:Here's a copy of the letter we sent to Erwin S*** (Representative at Thermospa)I'm a commercial artist but when I joined the *** *** *** they trained me to become a *** *** secondary to the needs of the militaryI do a lot of lifting heavy patients, teaching them to walk due to their surgical procedure and debilitationI naturally invested on a spa for my health benefits to decrease my muscle sprain/strain due to my jobThis spa is not a cheap spa I kind a liken it to selecting an expensive sports car that you order what kind of color, options and motor power that's in it hence you pay for the priceYou can ordinarily buy a nice spa between $ 3,- 5,but mine was $ 11,with taxes and everything it was almost $ 12,so like a car when you order the black corral, you expect to have black corral not light gray with white stripe in the middleNow let say the jets of the spa is like the AC of the car expecting that it will give the stream of AC you need in times of hot, torrid weather & fully functional not very light AC coming outI'm telling you all this since the company had given us reasons after reasons they think we should be satisfied with what we got but not what we paid for and still paying for itIf we didn't contacted you, we would be waiting forever for them to do something and even after our contact with Revdex.com it still took several months before they did anything and John H*** (representative of Thermospa that delivered the spa twice) has been here several times and the color is still not black corral, problems with jets, different schematics from previous spa and on and onWe had conferencing with their so called head technician & he even said, " I don't know what to tell you"So I kindly ask for your assistance to have take the spa back and refund me my money...TO WHOM IT MAY [email protected] WHOM IT MAY CONCERN :This letter is to follabout product complaint dated March 2, against Thermospas Hot Tub products, IncLocated at ** *** *** *** *** *** ** ***The Revdex.com service representative that I talked with is *** ***Our assigned ID no***. As stated on your email to write you if the problem continuesI have been dealing with this problem for about a year now since I bought the Spa on August Since we filed a complaint to Revdex.com, the service man had been to my house several times to fix the tub that they replaced. The replaced Tub Jets schematic wasn’t the same as the old Tub. The lights they installed on June 06/03/is not working and it took almost a year for the installation of the lightsI believe the replaced tub did not pass through quality control otherwise we won’t be having this problemsThe pressure of the jets is not the same as the old tubI had to explain my problem several times that I have to reschedule my job appointmentsThey keep scheduling repairsNeedless to say, I was frustrated in over a year they been doing this Mickey Mouse resolution and they haven’t rectify the problemSending months chemicals gift, doesn’t solve the predicament they put us, the frustrations and our time wasted.I expected a much higher level of service from your company for an $11,plus Thermospas tub, and I am disappointedBecause I do not want to spend any more time on this problem, I am returning the Thermospas I expect a full refund on the payment that I already madeI will be informing my friends, patients and family about this horrible experience.Sincerely,*** *** Revdex.com:

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

*** *** first issue was a dissatisfaction in the coloration of his marbled spa shell, there was a streak he felt did not look good in the location it was Although it is for our marble spas to vary in terms of the size and placement of the streaks and swirls within the colors, we made *** *** a replacement spa and even upgraded him to a model in our Designer Series costing $2,more at no chargeHis second issue was the cost involved with the electrical upgrade needed to install his spa*** ***’ Customer Order Agreement informs him there may be additional costs associated with installing a spa and to make sure to contact a licensed electrician to determine what upgrades may be required (see excerpt below) *** *** did not pursue this and was surprised when he was informed of the electric upgrade cost by his electrician after the spa was delivered*** *** also had issues with the replacement spa First, *** *** requested Deluxe LED lights that only come on our Platinum and Diamond packages This option was mistakenly checked off on his paperwork by our representative when purchasing the spa We had a technician go to *** *** home and custom install the Deluxe LED on his spa to fix this mistake after the spa was delivered.
The second issue with the replacement spa is that *** *** felt the jet pressure on the new spa was not as good as his old one We sent a technician to *** ***’ home to verify jet pressure and it was correct *** *** was still not pleased and so we offered to install a stronger pump He initially agreed and we shipped the part but when we attempted to set up the service call he informed our service technician that he no longer wanted this and would like to return his spa*** *** is no longer allowing us the opportunity to attempt to resolve his issue
In summation, all of *** ***’ issues with his spa have been resolved by ThermoSpasWe built a new spa when he was not happy with the swirl pattern on the acrylic that he selected and in doing so gave him a $2,upgrade at no chargeWe installed the Deluxe LED lights that his paperwork called for We verified his jet pressure on his new spa is working correctly and made an offer to install a stronger pump but were deniedWe also compensated *** *** with a month chemical supply for his dissatisfactionExcerpt from Terms and Conditions of Customer Order Agreement referenced above:
Section DResponsibilities of Buyer
...Your spa requires specific electrical requirements and it is necessary to use copper wiring and a GFCI breakerIt is the responsibility of Buyer to hire a licensed electrical or building contractor to meet all installation requirements for the spaA Seller site inspection is for guidance only, and in no way eliminates the responsibility of Buyer to have a licensed contractor and electrician verify the integrity of the spa site in preparation for delivery

Our technician went to the customer's home on 11/3/to look at led lights not working on the spa and ordered the necessary partsAt that time, the technician took a photo with his cell phone of the original contract to verify the serial number, make and model. The customer's credit
application was under the pile of documentsThe customer expressed concern that the technician photographed her personal information while taking the photo of the contract.We take customer data security with the utmost importance. ThermoSpas management has reviewed the photograph in question and no social security number was on this formWe do not keep credit applications, credit card numbers, or sensitive personal data in our systems for security reasonsThe technician has an outstanding service record with the company for over ten years and we have no reason to believe that there was malicious intent or action.Our Service Manager contacted the customer by phone to listen to her concern and offered several resolutions:ThermoSpas is ready to repair any defective merchandise with regards to the customer's spaThe product comes with warranty and the defective product issue with the cover that got ripped either in shipping, delivery or by the homeowner will be coveredThe customer also states that the latching devices use to keep the cover locked while not in use are brokenTypically they break when the cover gets lifted while in the locked positionWe are happy to replace the defective cover and clips regardless of how it happened and also repair and install the lighting that was not functioning.ThermoSpas cannot replace products without doing our due diligence to repair defective products firstWe currently have a work order and the materials ready to make the necessary repairsThe contractor contacted the customer and was refused access to the home to make the repairsWe are ready and willing to make this spa 100% perfect and just need to do the service ThermoSpas offered to pay for three years of premium Credit Checking and/or Identity Theft Insurance to set the client's mind at ease which was refused.At this time ThermoSpas has offered several reasonable resolution attempts which have all been refused so no further action will be takenShould the client wish to accept our resolution offer or propose a comparable alternative we can be reached at ###-###-####

Dear *** ***, Thank you for the opportunity to provide a resolution to the issues you are having with your hot tubOur service department has been actively in touch and working toward a solution this weekWe will post an update here once we have confirmed with you that you are 100%
up and running.Thank you, Michael T***Service Director

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear *** *** Thank you for the opportunity to address the issues you were experiencing with your hot tubI have confirmed with Monty Y*** from our Field Service team that we were able to get your hot tub's leak repaired and fully operational this past weekend which is great newsMonty also
informed me that he followwith you after service was completed and confirmed all issues were resolved. Please feel free to contact me directly if there is anything we can assist with in the future.Sincerely, Michael T***National Service DirectorThermoSpas Hot Tub Products, Inc. Research Pkwy #300 Wallingford, CT 06492 [email protected]: ###-###-#### *** C: ###-###-#### F: ###-###-####

Our Customer Service Director has contacted customer, *** *** and it was agreed upon that the spa would be replaced to resolve the issues
yes"> Our Delivery Department will be in contact with the customer to schedule a delivery time frame and coordinate the swap of the spas after the replacement spa has been built. We appreciate the customer taking the time to work with us to resolve this matter and apologize for any inconvenience

Our Customer Service Director has contacted customer, *** *** and it was agreed upon that the spa would be replaced to resolve the issues. Our Delivery Department will be in contact with the customer to schedule a delivery time frame and coordinate the swap of the spas after the
replacement spa has been built. We appreciate the customer taking the time to work with us to resolve this matter and apologize for any inconvenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Steven Simpson

Dear *** *** Thank you for the opportunity to address the issues you were experiencing with your hot tubI have confirmed with Monty Y*** from our Field Service team that we were able to get your hot tub's leak repaired and fully operational this past weekend which is great news
Monty also informed me that he followwith you after service was completed and confirmed all issues were resolved. Please feel free to contact me directly if there is anything we can assist with in the futureSincerely, Michael T***National Service Director
ThermoSpas Hot Tub Products, Inc. Research Pkwy #300 Wallingford, CT 06492 [email protected]: ###-###-#### *** C: ###-###-#### F: ###-###-####

The repair man came out thursday to fix various issuesHe informed us that the blower was also broken and was never workingagain another issueToday we went to finally use it jets have no air coming outthe pump button won't work at all to turn on or off to control the foot jetsI was sitting in it with Pump one turned on when all of a sudden everything in the spa turned out without being touched by any buttonNow the foot jets wont' turn off and one pump button isn't functiontingFrom day one there has been non stop issues it has become more of a pain than pleasure to have it.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Dear *** ***Thank you for the opportunity to address your concernsThe delays you experienced in getting a timely response from our service team are not our standard and I apologize for the inconvenienceWe have looked into the cause internally and are working toward immediate
improvement.Our Field Service Manager confirmed that we had a technician complete an investigation into the reported leak on June 1, There was no water found inside of the cabinet or any leak detected in the hot tubIf a leak is suspected in the future we will be happy to come back for follservice. I’m glad to hear that your hot tub is fully-functional and that you will be able to enjoy it without concern this summerIf there is anything we can do to assist you further please call our Technical Support line at ###-###-####. Sincerely, Michael T***National Service Director

We have email correspondence between customer and our Service DirectorOn Dec 22, our Service Director scheduled an appointment to personally visit this customer's hot tub for Dec 31, The customer confirmed this day worked for themWe left the customer a voicemail this morning to better
understand why they feel we have not been responsiveWe have also provided this customer with compensation for the issues they have had with their spa to date

We have investigated the case internally and have confirmed that your two requests have been satisfied. Specifically, the spa has been removed and all funds paid to ThermoSpas have been refunded and the $1,060 paid to the contractor has also been refunded.If there are any additional issues to...

discuss please contact us at ###-###-####. We appreciate the opportunity to work with you on this issue.

Our Sales Manager spoke to this customer on 11/11/14 and confirmed that a check refund will be issued and he  will receive it no later than the end of November.  The customer was satisfied with this response.  We did however put in a request with our Accounts Payable...

department to rush this request and check# [redacted] was mailed to the customer on 11/14/14 so he will receive it this week.  Unfortunately the cancellation of this order was not communicated properly which delayed the refund to the customer.  We thank the customer for working with us to resolve this issue.