ThermoSpas Hot Tub Products, Inc.

Review: We have always wanted a spa (hot tub) so we had a salesman from Thermo spa over to the house, at which time he sold us on his "premium product spa". Premium product being the best warranty, best customer service, top of the line spa on the market. (which we have yet to see) Low to NO chemicals needed with thermo zone filtration system (extra$$$) which sold me on the spa because I have a skin disorder ( psoriasis, not sure if I should put yes on the question about health issue) which is irritated with chemicals such as chlorine. However come to find out the claims of low to no chemicals is not true. After struggling with murky water we (husband) called the company for advice and assistance, just to be told we didn't know how to use our spa! I had spoken with a manager and he told me we could get a way with minimal chemical if we don't use our spa that much, it just depends on how much you use it. Come to find out we need just as many chemicals as a traditional spa without the extra price tag.

The problems started from the beginning. When purchasing the spa the order was supposed to take no longer than 6 weeks it took 7 weeks. When it arrived things were already broken, one of the lights in the headrest didn't work and one of the clip on the side to secure the cover was broken. The headrest cushions continuously pop off and float around the spa, so do the jet covers. The cover over the filter got water inside (defect) which caused it to sit incorrect puncturing a hole in the cover (which the repair man told me to duck tape it!) One of the seats (all the jets) sometimes works sometimes does Not. The salesman told me at the time of purchase that my payment would be $250 a month but when I receive my first bill it was $291. I contacted the salesman he said he never heard a customer with so many problems and acknowledging my frustration.

Now the worst part of this whole situation and my breaking point was when the spa technician came out to fix all of the problems we were having. He did not have any of the parts he needed, new cushions, new lights, new clips, etc. At that time he asked me for my paperwork on the spa. I was unsure why he needed paperwork he should've known what spa he was coming to work on in the first place. Without thinking I went and gathered all paperwork from my spa, he found a paper with a invoice number at which time he took a picture of it with his cell phone (I was standing there) At that time my 7 month-old baby fell over and started crying I went inside to grab him I was gone maybe 5-10 seconds. When I went back outside the invoice page was not on top anymore and my credit application was on top and he had his phone over it like to take a picture! I walked outside grabbed my credit application and stated "this has nothing to do with my spa!" Which he replied "oh yeah that's your credit application I don't need anything on that." (He already got the picture he needed the first time so there was no reason for him to continue going through my paperwork when I walked away?!) At this time I got very uncomfortable and nervous in my house, I was by myself with my baby and I truly believe I just caught a stranger taking a picture of my credit application which has all personal information: Social Security number, address, income, etc. I was very nervous and I asked him to leave, I said I needed to go to work at which time I immediately left my house. I contacted his company and my credit card company which I'm financing through. Weeks went by with no response from Thermo spa. They only called once the credit card company contacted them with concerns. At one point in one of our conversation the manager chuckled and said "why are you guys so hung up on this credit application thing?" (it's only my livelihood, my credit, my money! No big deal right?!)

So at this point we are at a stalemate. They are saying they will not take back the spa because these are "fixable problems." I say they WERE fixable problems until they violated my trust and now I refuse to let them back into my house to fix the problems, due to the violation of personal information among other reasons. It makes me physically upset and sick to my stomach having to deal with this company day after day. I check my credit every morning making sure everything is intact. I'm having very bad anxiety attacks due to all the stress resulting in this transaction. Hot tubs are supposed to be relaxing and enjoyable and nothing about this experience has been relaxing or enjoyable. Please help, this is my last step before contacting legal counsel.Desired Settlement: Take back product! Refund! Be done with this Untrustworthy company!

Business

Response:

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 ###-###-####.

Consumer

Response:

Review: [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,

Review: First, let us begin with stating the hot tub we purchased was not the hot tub we initially received. We were shipped and received the wrong hot tub. Yes, the product delivered - DROP SHIPPED - to us at our home was the wrong hot tub! That has since been resolved. Now, our hot tub which was sent who knows where before we received it, is found after just 1 year to have a defect in plumbing and has now been leaking for some time, which we did not notice due to the nearly record rain of 13 inches in this region of Indiana this year. With [redacted]’s sales pitch of exceptional product engineering, design, and superb quality craftsmanship, we absolutely did not anticipate problems with plumbing! Now, after contacting [redacted]’s, we have been deferred to "subcontractors" with no timeframe. Of course the warranty lets this company off the hook for any timeframe for repair, loss of use, rot of wood structure, etc. due to this leak which is really disturbing considering we do not get the opportunity to review the warranty until AFTER we receive the hot tub. Considering the high ticket purchase price of nearly $12,000, we certainly thought this company would not only have been more reputable initially, we most definitely thought the product would be as it was alleged to be. We are most definitely disappointed and saddened that we are unable to go through with our end of the summer party this weekend with the disrepair our of hot tub and are sure to inform our family, friends and colleagues of [redacted]'s deceptive company practice.Desired Settlement: We would like our hot tub repaired timely, before Friday, 8/21 at no charge to us. And since this is the second negative experience since purchasing this high ticket luxury item (the first was the delivery of the wrong hot tub!), we are requesting an extended, full-coverage comprehensive 10 year warranty for all parts, plumbing, and components of this hot tub as we have read multiple negative reviews and experiences of other [redacted]s customers and are quite informed of this companies practices making us quite leery of what is to come with this "[redacted] of hot tubs". In other words, [redacted]s should be willing to really and truly stand behind the product that the salespeople so easily pitch!

Business

Response:

[redacted]s received the call from this customer on 8/14/15 regarding a leak in their spa. We had a technician at their house within 5 business days to repair the spa – we sent this technician out at no charge (Per Warranty). Upon the technician's assessment, additional parts and a return trip were needed to complete repairs – We sent these parts overnight and returned to complete the service needed in 2 business days – again at no charge as this was covered under their 10 year warranty 100%. The customer was upset about not having their spa operational for a party they were having and and were compensated with $500 worth of chemicals (a year's supply) for the inconvenience. Their spa is currently operational with no issues.

Review: I bought a hot tub from Thermospas a little over a year ago and have had 3 leaks and numerous problems and they fixed some and extended my warranty but now have not been fixing any problems and not returning phone calls! Hot tub is now not working at all and Thermospas has not called back or helped with any resolution for fixing the problem! I have all e-mails between us for service calls and trying to resolve existing problems.Desired Settlement: At this point I would like them to take hot tub back and refund all of my money

Business

Response:

We have email correspondence between customer and our Service Director. On Dec 22, 2015 our Service Director scheduled an appointment to personally visit this customer's hot tub for Dec 31, 2015. The customer confirmed this day worked for them. We left the customer a voicemail this morning to better understand why they feel we have not been responsive. We have also provided this customer with compensation for the issues they have had with their spa to date.

Review: We purchased a hot tub on 5/19/2015 and was delivered on 7/3/2015. From delivery to date we have had nothing but trouble with the product. We purchased the tub with set up and delivery. I talked to the delivery company and asked if he needed help setting up the tub and he said no for insurance reason. 2 young men dropped the tub and we didn't noticed it until they left. 1st month my wife and I couldn't get the water ph correct. You see we purchased a purification system that allows us to use less chemicals but the results were they sent us mor products. Month 2 we noticed an indentation in one of the corners of the top of the deck and the damage from the delivery company. A representative from ThermaSpa came to our home went over all the chemicals and had taken pictures of all the damage. He then emptied the hot tub an,d started over. The young man stated he will give the pictures to his boss and I should hear back from ThermaSpa soon. Month 3 no answer from ThermaSpa. End of month 3 start of month 4 I called ThermaSpa and asked if the manager if he saw the pictures his name was Louis he said I see lots of pictures and don't rember ours. He stated the new panels are on the way. I then couldn't take it so I ask to speak to his boss I was given to Michael T[redacted]. Our conversation started with, have you seen the photos of our hot tub with all the damage and the defective in the form. He said he didn't remember. I asked him what could they do he said no matter what they do I won't be happy because of all of the problems. Then he asked what kind of rebate would it take $500.00, 1000.00 I said I would settle for a rebate of $1,500.00 and he said that I would have to put the replacement panels on my self , I said I would talk to my wife and let him know. In receiving the panels I went to put them on and noticed that the drain valve was leaking and probly more damage was acuring to the paritacil board . I then called Michael and stated I need them to come pick up the hot tub and refund our money. He again started telling me that they will fix the tub and that the bottom can get wet but that it was true it can hurt the bottom if the leak prosit.

Please help us to return this defective tub and get our money back.Desired Settlement: For ThermaSpa to pick up the damage spa and refund our money

Business

Response:

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.

Consumer

Response:

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,

Review: My name is [redacted], my customer order number [redacted]. I ordered[redacted], I am [redacted] and have four years of Commercial Arts. The reason why I am telling you this, is that the spa was delivered wasn’t a [redacted], it was grayish white with white stripes. Attached is the copy of my Customer Order that we sign with [redacted]. I contacted him, and relayed him the wrong color that was delivered. He replied, “This is not my problem anymore”. I also contacted [redacted], left message and also with his supervisor [redacted]. I never got a replied back from the both of them. Also contacted [redacted], since I wasn’t brief on the chemicals, and filtration system of the unit. Now, [redacted], never told me that it would cost $1,400 just setting up an exclusive electrical panel for the spa, because if he did I would have not bought the spa since it cost me already $10,888. I waited several months and left message with [redacted]. Also the Deluxe LED lighting WASN’T INSTALLED, in which [redacted], delivery guy, saw on the contract that it supposed to be installed. They scheduled light installation on January 7, 2015, when I called up [redacted], he stated that the company emailed him stating that it wasn’t included in the contract and that they will notify [redacted] on the cancellation but never did. This is the poorest customer service I ever had, especially for the price of the product almost over $10,000. In fact, this tub wasn’t delivered until October 7, 2014, ever since then I’ve been complaining to the upper level management. But never received any accommodating reply nor customer service with exception to [redacted], even though, he broke 4 sprinkler system and riser during the delivery. Up to this time, Thermospa hasn't respond & even the light that was on the contract hasn't been stalled...Desired Settlement: Refund the money also for the money spent on installation for the electrical panel, take the spa back or we'll keep the spa for $ 4000.00 since [redacted] is selling a 7 seater (ours was only 4, [redacted] has 3 pumps ours only 2 for $ 5999.00). This company is so slow with response, you have to constantly call them so I'm fed up with them...!

Business

Response:

Our Customer Service Director has contacted customer, [redacted] 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.

Consumer

Response:

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]

Consumer

Response:

MESSAGE: Here's a copy of the letter we sent to Erwin S[redacted] (Representative at Thermospa). I'm a commercial artist but when I joined the [redacted] they trained me to become a [redacted] secondary to the needs of the military. I do a lot of lifting heavy patients, teaching them to walk due to their surgical procedure and debilitation. I naturally invested on a spa for my health benefits to decrease my muscle sprain/strain due to my job. This 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 price. You can ordinarily buy a nice spa between $ 3,000 - 5,000 but mine was $ 11,500 with taxes and everything it was almost $ 12,000 so like a car when you order the black corral, you expect to have black corral not light gray with white stripe in the middle. Now 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 out. I'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 it. If 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[redacted] (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 on. We 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 follow-up about product complaint dated March 2, 2015 against Thermospas Hot Tub products, Inc... Located at [redacted]. The Revdex.com service representative that I talked with is [redacted]. Our assigned ID no. [redacted]. As stated on your email to write you if the problem continues. I have been dealing with this problem for about a year now since I bought the Spa on August 2014. 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 06/03/15 is not working and it took almost a year for the installation of the lights. I believe the replaced tub did not pass through quality control otherwise we won’t be having this problems. The pressure of the jets is not the same as the old tub. I had to explain my problem several times that I have to reschedule my job appointments. They keep scheduling repairs. Needless to say, I was frustrated in over a year they been doing this Mickey Mouse resolution and they haven’t rectify the problem. Sending 6 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 $11,000 plus Thermospas tub, and I am disappointed. Because 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 made. I will be informing my friends, patients and family about this horrible experience.Sincerely,[redacted]

Business

Response:

[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.

Review: In April 2014 we notified ThermoSpas that our hot tub cover had ripped/split. ThermoSpas requested pictures which were emailed. ThermoSpas investigated and notified us the cover was under warranty and we would get a new cover and would have to pay for shipping. We paid $109.99 for shipping. ThermoSpas confirms receipt of payment for shipping. April 2014, May 2014, June 2014 and July 2014 have passed. We have not received a replacement cover. There have been several emails and phone calls over the past four months, some answered, some unanswered regarding the shipping status of the cover. We have dealt with Customer Service Reps [redacted]. Their most recent responses are "I'm still waiting for a response from my Manager." I called their Manager [redacted], and left a voicemail on 7/30/14, requesting an immediate call back regarding the status of our cover. As of 10:45am, 7/31/14, I have not received a call back from [redacted].Desired Settlement: We would like to receive the replacement cover under warranty.

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 8/4/14 I was told the cover would be shipped on 8/11/14. On 8/11/14 I was told the cover would be shipped on 8/12/14. The cover was not shipped on either of these dates.

Sincerely,

Review: Starting on 7/25/2015 I made phone call, email and fax requests to ThermoSpas canceling the transaction to purchase a hot tub. Due to some electrical issues with my home I decided to cancel and followed the instructions on the notice of cancellation form. I checked on the status of the cancellation on 7/27/15 with the main office in ** and was told the order was in pending status because the salesman had not submitted anything for cancellation. I never requested pending status. The contract stated you have three business days from the purchase date to cancel. Purchase date was 7/24/15. I was also told that the salesman must submit the request for cancellation. Per conversation with him via text he stated he did request cancellation and the main office confirmed. I requested an email confirmation including anticipated time for the refund of the deposit and have not received it. It appears that there is miscommunication between the main office and the local sales team. I believe that my request to receive an email confirmation of cancellation is appropriate. They sent an email to confirm my request for information initially and one for a receipt of my deposit on the product. I understand that a refund may take some time but expected better response from them.Desired Settlement: Email confirmation of refund to be received and anticipated time frame.

Business

Response:

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.

Consumer

Response:

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,

Review: We ordered a $30,000 hot tub from Thermospas. When we took delivery of the tub, we soon discovered that it leaked from over a dozen places. There were several attempts to fix the tub which proved fruitless. We had to stress to the company after the repairman had been there over 6 times trying to repair the leaking tub, that we wanted our money back or a new tub. They finally agreed to replace the defective tub and offered $300 dollars in compensation for our trouble. Now we have had hundreds of dollars taken from our account for supplies that we did not order. They seem to pull orders for things out of the air and send them to us without our knowledge or permission. Nobody seems to know what the heck they are doing up there. It has been a real hassle trying to deal with this company. For a company this size, you would expect a better degree of customer service than what we have received.Desired Settlement: I expect that any order that we did not submit should be canceled and what was taken out of our bank account be replaced. I would also hope that they would take steps to improve their training for support personnel in the office and their factory. The product they sent us was a complete lemon and they kept trying to convince us of their quality control.

Business

Response:

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.

Business

Response:

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.

Consumer

Response:

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,

Steven Simpson

Review: Mr. Gary M[redacted] from Thermospas came to our home and talked to us about a Thermospas that we were considering purchasing. Gary walked us through the process of buying a Thermospas and at the end told us that if we wanted the price he was able to give us we would have to purchase the spa that evening. I signed a sales agreement and paid him a down payment of $3,276.72. After his visit I was uneasy about the purchase as there were several things that Gary told us about the Spa that bugged me. Gary told us that it would be 6 weeks before the spa could be delivered. We ordered a stock spa, a [redacted] spa, with some standard options in standard colors. He left our home on July 9th and I started to do some more research as I was getting excited about a new spa. What I found is that Gary misrepresented Thermospas as an industry leader and many facts about the quality, service, warranty, and reputations of Thermaspas were untrue. On 7/20/15 I questioned Gary about what I had been discovering asked him about cancelling the order. He immediately told me that that could not happen as they have a 3 day cancellation policy and my deposit would not be refunded and that I was non-negotiable. I told Gary the spas is several weeks away from leaving your factory, what do you mean I can't change my mind. Gary never told us that if we did not cancel within 3 days that our entire deposit would not be refundable. On the paperwork that detail is buried and Gary never disclosed that information. If he would have, that would have given me immediate pause. I had a Saturn Coupe for 10 years, love the car, the first one I bought, I took it home and returned it with a full refund as they did not bleed the clutch. So I returned it and bought one from another dealer. I would understand not returning my deposit if the spas was ready to be delivered but as soon as I brought it Gary M[redacted] and Mark M[redacted] of Thermospas hand-cuffed me with this penalty of withholding my deposit. I was foolish to pursue this bait and switch tactic with pricing and he was very smooth about deceiving me.Desired Settlement: A refund of my deposit of $3,276.72 to my [redacted] credit card. I am a manufacturing engineer and know production......the product was not a point where it was custom for me as they used standard materials. I got tricked into signing an agreement that I had no idea had that kind of penalty. Any fair-minded person would call that deceptive. I made it clear to Gary and Mark M[redacted] that I wanted the order immediately stopped and a credit issued of $3,276.72

Business

Response:

Mr. [redacted] purchased a custom built hot tub from our company on 7-9-15. Per

the paperwork Mr. [redacted] signed, he

had 3 business days to cancel this

order and not be responsible for our 25% cancellation fee which is clearly outlined on both the Customer Order agreement and Notice of Cancellation

forms that were left with the customer. Mr. [redacted] contacted

his sales representative on 7-20-15 via E-mail to

let us know his cement pad for the spa was being poured soon. He then followed up that same day asking to cancel his

order and requested his deposit be immediately refunded, stating that we had deceived

him. Our Director of Sales was in contact with

Mr. [redacted] to notify him of our cancellation policy and provided Mr. [redacted] with the names of

customers and local service technicians as references that he could contact, as he requested, to address his concerns. That

is the last contact we received from Mr. [redacted] until this complaint was received.

Since our hot tubs are built to order, materials

are ordered and allocated once a sale is

entered into our system and production is started – despite the model, colors, and features that

are selected. We have out of good faith made an exception to our business

practices and agreement that was signed and refunded Mr. Holtz’s full deposit

amount of $3,276.72.

Review: I have made several calls to find out how to go about getting a three thousand dollar deposit back, on a hot tub that was ordered. I waited 8 weeks to hear from anyone about delivery,, after that time I called the salesman, and he had a manager call me. we discussed what was going on,, I explained that I no longer was going to wait, and wanted to know the procedure to getting my deposit back,,, I have been waiting another two weeks to hear from someone,, I shouldnt have to keep calling, and hearing that so and so is out,, I will have them call you back.Desired Settlement: At least contact me, and tell me why they think they should keep my whole deposit,,

Business

Response:

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.

Consumer

Response:

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,