ThermoSpas Hot Tub Products, Inc.

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.

[redacted] Thank you for the opportunity to work with you towards a resolution. As discussed, we are in the process of replacing your hot tub with a completely new product built to your original order specifications. Fulfillment has been expedited with an estimated delivery date of 9/15/17.  I will follow up personally when the hot tub ships and again to coordinate local delivery.  You have my cell phone number and are welcome to call me directly with any questions or concerns.Sincerely, Tom G[redacted]Delivery ManagerThermoSpas Hot Tubs

Complaint: [redacted]
I am rejecting this response because: I am initially a commercial artist before I joined the [redacted] and trained to be a [redacted] so I know real well on color wheels. mixture , etc. The black corral that their sales rep showed me was not the same color I chose, you dont see gray color with white stripes on corral reefs. It's not my fault that they misrepresented themselves and has normal streaks within their color scheme. Initially their representative didn't tell me that it was going to cost an outrageous amount for the electrical add on to run the spa ( it may be normal for them since that is what their selling but for the uninformed buyer, this should have been disclosed ). Last time when John H[redacted] was here, we were suppose to have a conference call with Paul K[redacted] ( Regional Manager for the west coast division ) in which John H[redacted] set up before they came back to fix the tub again but Paul went on vacation...? so I ended up conferencing with their head technician as he was also confused with the set up, why its not generating a stronger jet output so with you folks at Revdex.com, you gave him two weeks to response but it took more than a month to elicit one. Put yourself in my place, does this sound ethical...? The consumer suffers from lack ofr accountability on company such as this one and frankly, I gave them more than enough time...!
Sincerely,
[redacted]

We received confirmation from our Cancellation Department that the credit had been processed and the customer has been notified. It can take up to 10 days for a credit to be processed and a notification is sent to the customer once completed. We apologize for any inconvenience caused by a...

miscommunication between the salesperson and main office and appreciate the customer taking the time to work with us to resolve this matter.

Complaint: [redacted]
I am rejecting this response because: let's "start with trust"! With out trust what do you have? With my experience so far I have lost all trust. When you let someone into your home it's a very vulnerable situation to begin with so it should be their responsibility to make sure there's no question of impropriety and in this situation there was. So maybe they can use this situation as a training tool and have their technicians not ask customers for personal paperwork and get their information from the company not the customer. I know what I saw and I know how I feel.  So at this point it is his word against mine. This has been by far the worst experience and purchase of my life. I work in customer service as well and we would never think to treat our customers this way. They have made way too many mistakes. I did not except the life lock (Credit protection) for 3 years because when they offered it to me I had already set it up on my own months prior. They did not reach out to me at all and offer any kind of apology or compensation until I contacted them, asking them to take back the product and be done with their company. At which time I got very emotional and started crying the manager told me that he needed to hang up, I was too emotional for him and I needed to have my husband call back so he could deal with him instead of me! I'm sorry I didn't know it was 1950 still!  So in addition to their impropriety there also rude and sexist! I'm not sure what to do next? I think I will contact a lawyer and see if I have a case because I don't know what else to do.  I cannot deal with this company for the next 10 years. (10 year warranty on spa)
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory. They said the spa will take 6 or 8 weeks to complete. They are just reviewing my original order at this time. Sincerely, [redacted]

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.
Sincerely,
[redacted]

[redacted] I apologize for an inconvenience this issue with your hot tub has caused you. We strive to provide timely and efficient service for requests and acknowledge that there was an internal issue that caused the delay. I have confirmed with our technicians that your leak was repaired under...

warranty on Friday, September 30, 2016. We will be sending out replacement filters and chemicals (over $100 value) for the inconvenience.Your satisfaction with your ThermoSpas product is a top priority for us at every level of the organization. We have shared the problem that caused your delay internally and are taking measures to prevent future instances. If there are any problems that come up with your hot tub in the future please feel free to contact me directly. Sincerely, Mike T[redacted]National Service DirectorThermoSpas Hot Tub Products,Inc.10 Research Pkwy  #300 Wallingford CT  06492  O: ###-###-####  x32136

[redacted] Please accept our apologies for the delay in response and resolution to your hot tub issues. I have looked into your service history and see that a technician was sent on March 18, 2016 to your location for repairs. At that time it was determined that you need a new base for your...

hot tub which ThermoSpas will be providing at no cost with an installation to be scheduled on the week of April 11, 2016, schedules permitting. I am happy to hear that you found our replacement offer agreeable. If there are additional issues in the future please call us our Technical Support team at ###-###-####. We may be able to provide assistance by phone and will send a technician out again if necessary.Sincerely, [redacted]

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 customer service team has addressed the issues in this complaint. The customer is receiving the product they ordered and is not paying additional charges. The Director of Customer Service has alos authorized additional compensation and this agreed upon amount will be issued in the form of a...

check to the customer. They will receive this within 7-14 business days. We apologize for the inconvenience and appreciate the customer taking the time to work with us to resolve this matter.

[redacted] 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 normal for our marble spas to vary in terms of the size and placement of the streaks and swirls within the colors, we made [redacted] a replacement spa and even upgraded him to a model in our Designer Series costing $2,000 more at no charge.His second issue was the cost involved with the electrical upgrade needed to install his spa. [redacted]’ 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).  [redacted] did not pursue this and was surprised when he was informed of the electric upgrade cost by his electrician after the spa was delivered.[redacted] also had 2 issues with the replacement spa.  First, [redacted] 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 [redacted] 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 [redacted] felt the jet pressure on the new spa was not as good as his old one.  We sent a technician to [redacted]’ home to verify jet pressure and it was correct.  [redacted] 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. [redacted] is no longer allowing us the opportunity to attempt to resolve his issue.  In summation, all of [redacted]’ issues with his spa have been resolved by ThermoSpas. We 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 $2,000 upgrade at no charge. We 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 denied. We also compensated [redacted] with a 6 month chemical supply for his dissatisfaction.Excerpt from Terms and Conditions of Customer Order Agreement referenced above: Section D. Responsibilities of Buyer...Your spa requires specific electrical requirements and it is necessary to use copper wiring and a GFCI breaker. It is the responsibility of Buyer to hire a licensed electrical or building contractor to meet all installation requirements for the spa. A 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.

Complaint: [redacted]
I am rejecting this response because: Do you truly think that a follow up call and a few months of chemicals is fair? I absolutely do not think so. I was making a payment on something I wasn't even using. I am not satisfied at all. And further more since I wasn't treated like a customer who spent nearly 10k on your product I will never recommend to anyone that thermospa is a place they want to spent their hard earned money, because it's obvious to me once you have it you could care less about your customers. So, do or say what you want. Your company and the way it deals with its customers is a complete joke. By the way, my water bill was double of what it normally is because I had to fill it up 3 times since you have such a wonderful handmade product. What a joke!??
Sincerely,
[redacted]

We contacted this customer on December 15, 2015 and customer confirmed that their hot tub had been repaired to their satisfaction and there were no outstanding issues. We've extended this customer's warranty to reflect the date that their hot tub became fully operational and will be providing a...

letter outlining this for the customer's records. We thank this customer for allowing us to work with them to resolve their issues.

Our technician went to the customer's home on 11/3/15 to look at led lights not working on the spa and ordered the necessary...

parts. At 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 documents. The 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 form. We do not keep credit applications, credit card numbers, or sensitive personal data in our systems for security reasons. The 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 spa. The 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 covered. The customer also states that the latching devices use to keep the cover locked while not in use are broken. Typically they break when the cover gets lifted while in the locked position. We 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 first. We currently have a work order and the materials ready to make the necessary repairs. The contractor contacted the customer and was refused access to the home to make the repairs. We 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 taken. Should the client wish to accept our resolution offer or propose a comparable alternative we can be reached at ###-###-####.

[redacted]  255, 255);">Please accept our apologies for the delay in response and resolution to your hot tub issues. I have looked into your service history and see that a technician was sent on March 18, 2016 to your location for repairs. At that time it was determined that you need a new base for your hot tub which ThermoSpas will be providing at no cost with an installation to be scheduled on the week of April 11, 2016, schedules permitting. I am happy to hear that you found our replacement offer agreeable. If there are additional issues in the future please call us our Technical Support team at ###-###-####. We may be able to provide assistance by phone and will send a technician out again if necessary.Sincerely, [redacted]

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.
Sincerely,
[redacted]

Our customer service team has addressed the issues in this complaint. The customer is receiving the product they ordered and is not paying additional charges. The Director of Customer Service has alos authorized additional compensation and this agreed upon amount will be issued in the form of a check to the customer. They will receive this within 7-14 business days. We apologize for the inconvenience and appreciate the customer taking the time to work with us to resolve this matter.

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.
Sincerely,
[redacted]

[redacted]
rgb(34, 34, 34); background-color: rgb(255, 255, 255); font-size: 12.8px; font-family: arial, sans-serif;">I apologize for an inconvenience this issue with your hot tub has caused you. We strive to provide timely and efficient service for requests and acknowledge that there was an internal issue that caused the delay. I have confirmed with our technicians that your leak was repaired under warranty on Friday, September 30, 2016. We will be sending out replacement filters and chemicals (over $100 value) for the inconvenience.
Your satisfaction with your ThermoSpas product is a top priority for us at every level of the organization. We have shared the problem that caused your delay internally and are taking measures to prevent future instances. If there are any problems that come up with your hot tub in the future please feel free to contact me directly.
 
Sincerely, 
Mike T[redacted]
National Service Director
ThermoSpas Hot Tub Products,Inc.
10 Research Pkwy  #300
 
Wallingford CT  06492 
O: ###-###-####  x32136