Complaint: [redacted] I am rejecting this response because: Regards, [redacted] & [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]The response from MrH [redacted] is attacking our professional and ethical character which is very offensive My wife and I have worked very hard for our reputation in our small business that we have had for years and my wife as well in her professional career and in her involvement as a community servant I want to make it clear that I was never shown a day refund policy, and not until recently did we even notice the day return policy on the invoice The reason for that is because I never thought I would need to return it This was something my wife she had always wanted and due to the fact that we knew for at least a year that it was time for her to retire I wanted it for her as a retirement gift The implication that we added bubble bath to the tub is again attacking our ethics The only chemicals or additives from day one were the ones they added They came and tested and retested numerous times, surely they could see exactly what was in the water, especially after having the water professionally tested Initially they blamed the well water then the water hose It was evident from early on that they were perplexed, but they still kept promising our complete satisfaction The tub was drained numerous times including the replacement tub, and the results were always the same, murky, foul smelling foam with grey sludge along the edge that creates a ring MrH [redacted] is correct that on two different occasions they did clear it up after draining, putting clean water in and adding chemicals, but within a day or two it would return to that same bad state again My wife did get in initially when the tub first warmed up after delivery of the first tub, she was in for just a few minutes because she just wanted it to warm further It did warm up and the problems began Technicians came and went each time telling us we would love it and it would be remedied until toward the end when none of them could deliver what was promised , a clear, clean hot tub.We were surprised that not one person from management or administration made an attempt to even call until the technicians were beside themselves and could not do anything else to figure out the problem At that point and only that point did MrH [redacted] come to take a look and take over He ended up at a total loss as well finally telling me that he had no idea what was going on and it was cold so he was going home The phone conversation on November 19th is when MrH [redacted] said he had decided to just let us keep the tub and that the problem is in the water and it is not his problem I started to respond to find the line dead The problem we have is that we have a $10,dollar piece of equipment that can not be used and is of no value This particular tub has never even been sat in, after reaching down in the tub I did discover two of the jets are not coming on, but other than that the tub is brand new Mr H [redacted] could sell this tub and recover most if not all of his expense Bottom line is that we are no different than All About Spas, we are at a complete loss and have no idea why this is happening We were never told that tubs are not refundable or that if the water is not clear or does not clear up for whatever reason it is just too darn bad, and we would just have to live with a hot tub that can not be used and could even be dangerous to our health We merely made a purchase in good faith We have no intention of throwing stones or going through he said , she said we just want them to honor good customer service and admit that this is not our fault, and the tub just wont work for some unknown reason They made promises that they did not fulfill They need to come get their tub and refund our money
All About Spas provides every customer with the necessary chemicals along with detailed written instructions regarding maintaining the water in the spaThe customer has now responded that they never treated the water with any chemicals or additives which is likely the cause of their issueSpas, like pools, require treatment and monitoring All hot tubs require certain chemicals in order for the water to remain clear and cleanWe typically do not do more than a visit or two for a new customer’s chemicalsIn this case, we sent our technicians to the customer’s location numerous times to determine that the source of the customer’s complaints was a water chemistry issueAs the customer even confirms, our technicians were able to keep the water clean when we serviced the spa with chemicals It is only when we stopped treating the water ourselves and turned maintenance over to the customer that we received a call that there were problems Obviously, when the customer does not treat the water as required, as admitted in the customer’s most recent response, it will not stay clean and clear It is the customer’s responsibility to maintain the water with the appropriate chemicals and failure to do so is not a reflection of the quality of the products sold or the services being provided by All About SpasIf the customer would simply monitor and treat the water they could enjoy the spa Additionally, the customer states that the spa works properly and was even usedThe fact that the spa was used is reason enough to deny a returnHowever, even if unused, our policy provides that spas, once delivered, are non-returnableThe customer states that he did not review the return policy because he never thought he would need to return itOur Sales Agreement clearly states some items cannot be returnedThe Return and Refund policy states that spas and hot tubs are items that cannot be returned once delivered The customer’s signature on the Sale Agreement approves and accepts the terms of the Sales Agreement as well as the Return & Refund PolicyOur denial of their request to return the hot tub is in compliance with our Return & Refund PolicyAgain, the spa is operational and works properlyIt is the failure of the customer to treat the water that is source of their complaintsIn our opinion, this is a case of buyer’s remorse and is beyond the purview of Revdex.com guidelines We received a letter dated December 4, from the customers’ attorney regarding this matter As a result, we have retained counsel as well and will let the lawyers attempt to resolve this dispute from here
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] & [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]The response from MrH [redacted] is attacking our professional and ethical character which is very offensive My wife and I have worked very hard for our reputation in our small business that we have had for years and my wife as well in her professional career and in her involvement as a community servant I want to make it clear that I was never shown a day refund policy, and not until recently did we even notice the day return policy on the invoice The reason for that is because I never thought I would need to return it This was something my wife she had always wanted and due to the fact that we knew for at least a year that it was time for her to retire I wanted it for her as a retirement gift The implication that we added bubble bath to the tub is again attacking our ethics The only chemicals or additives from day one were the ones they added They came and tested and retested numerous times, surely they could see exactly what was in the water, especially after having the water professionally tested Initially they blamed the well water then the water hose It was evident from early on that they were perplexed, but they still kept promising our complete satisfaction The tub was drained numerous times including the replacement tub, and the results were always the same, murky, foul smelling foam with grey sludge along the edge that creates a ring MrH [redacted] is correct that on two different occasions they did clear it up after draining, putting clean water in and adding chemicals, but within a day or two it would return to that same bad state again My wife did get in initially when the tub first warmed up after delivery of the first tub, she was in for just a few minutes because she just wanted it to warm further It did warm up and the problems began Technicians came and went each time telling us we would love it and it would be remedied until toward the end when none of them could deliver what was promised , a clear, clean hot tub.We were surprised that not one person from management or administration made an attempt to even call until the technicians were beside themselves and could not do anything else to figure out the problem At that point and only that point did MrH [redacted] come to take a look and take over He ended up at a total loss as well finally telling me that he had no idea what was going on and it was cold so he was going home The phone conversation on November 19th is when MrH [redacted] said he had decided to just let us keep the tub and that the problem is in the water and it is not his problem I started to respond to find the line dead The problem we have is that we have a $10,dollar piece of equipment that can not be used and is of no value This particular tub has never even been sat in, after reaching down in the tub I did discover two of the jets are not coming on, but other than that the tub is brand new Mr H [redacted] could sell this tub and recover most if not all of his expense Bottom line is that we are no different than All About Spas, we are at a complete loss and have no idea why this is happening We were never told that tubs are not refundable or that if the water is not clear or does not clear up for whatever reason it is just too darn bad, and we would just have to live with a hot tub that can not be used and could even be dangerous to our health We merely made a purchase in good faith We have no intention of throwing stones or going through he said , she said we just want them to honor good customer service and admit that this is not our fault, and the tub just wont work for some unknown reason They made promises that they did not fulfill They need to come get their tub and refund our money
All About Spas provides every customer with the necessary chemicals along with detailed written instructions regarding maintaining the water in the spaThe customer has now responded that they never treated the water with any chemicals or additives which is likely the cause of their issueSpas, like pools, require treatment and monitoring All hot tubs require certain chemicals in order for the water to remain clear and cleanWe typically do not do more than a visit or two for a new customer’s chemicalsIn this case, we sent our technicians to the customer’s location numerous times to determine that the source of the customer’s complaints was a water chemistry issueAs the customer even confirms, our technicians were able to keep the water clean when we serviced the spa with chemicals It is only when we stopped treating the water ourselves and turned maintenance over to the customer that we received a call that there were problems Obviously, when the customer does not treat the water as required, as admitted in the customer’s most recent response, it will not stay clean and clear It is the customer’s responsibility to maintain the water with the appropriate chemicals and failure to do so is not a reflection of the quality of the products sold or the services being provided by All About SpasIf the customer would simply monitor and treat the water they could enjoy the spa Additionally, the customer states that the spa works properly and was even usedThe fact that the spa was used is reason enough to deny a returnHowever, even if unused, our policy provides that spas, once delivered, are non-returnableThe customer states that he did not review the return policy because he never thought he would need to return itOur Sales Agreement clearly states some items cannot be returnedThe Return and Refund policy states that spas and hot tubs are items that cannot be returned once delivered The customer’s signature on the Sale Agreement approves and accepts the terms of the Sales Agreement as well as the Return & Refund PolicyOur denial of their request to return the hot tub is in compliance with our Return & Refund PolicyAgain, the spa is operational and works properlyIt is the failure of the customer to treat the water that is source of their complaintsIn our opinion, this is a case of buyer’s remorse and is beyond the purview of Revdex.com guidelines We received a letter dated December 4, from the customers’ attorney regarding this matter As a result, we have retained counsel as well and will let the lawyers attempt to resolve this dispute from here