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Complaint Details
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Initial Complaint
28/07/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Went to a show where they were in town selling hot tubs. Bought a Hot Tub Sunday June 4th on the assertion that you can use a permanent extension cord which the sales rep said absolutely as the hot tub location would have been over 30 feet from my house. They were supposed to deliver the hot tub Monday June 5th called and was told they don't have a day that they could deliver as they were now to busy and I wasn't guaranteed that delivery date. I then read the contract where I noticed the rep that sold me the tub underlined that you can't use a permanent extension cord. I then spoke to an electrician who said it's not a good idea from a safety standpoint. I then called the next day and initially used an excuse that my girlfriend didn't want it but when they said they wanted a 20% restocking fee even though I didn't order the hot tub and they didn't deliver it I then mentioned the unsafe idea of the permanent extension cord and they still wanted the 20% fee. **** ************** *** ******* *** * **** *** ********* *** ***** **
Business response
28/07/2023
**** ** *** ***** **** ** **** ** ******* **** Mr. ***** attempted to void the 20% restocking fee payment that he agreed to with us (even though we have a signed contract with him stating the sale is final, we waved that and gave him the 80% refund in an attempt to appease the apparent situation he was having with his girlfriend). Note ******* sided with us and agreed we were in the right to charge a restocking fee and his claims about not having the product available for delivery were unfounded. The spa had to get shipped from storage in Thunder Bay back to Winnipeg to our central warehouse to be sold there or move on to one of our next shows, and the salesperson had already been paid commission on the spa as per his contract, hence a re-stocking fee (again we were under no obligation to do this).
Mr. ***** bought a Spa off of Krevco at a sales event in Thunder Bay. He then contacted me two days later to say he didn’t want the spa ** *** ********** ***** ***** ** **** *** ** ** **** *** He was informed that all sales were final, however repeatedly called and texted us saying he would seek legal action against us if we did not refund his money. We gave him our lawyers contact information and he then informed me he would be ok with a restocking fee that I had discussed with him as we would need to ship the unit to Winnipeg if he was not taking it. He had said that was fine. So we processed an 80% refund for him. * **** ******** * ******* ** *** ****** ******** *** *** *** ** **** ** *** **** ************* ********* *** ******** *** **** **** ******* ** **** *** *** *** ** **** *** ** ********* *** *** *******
****** **** ** ** *** **** *** ******** ********* ***** *** *************
Everett ****
Outside Sales Manager
Krevco Lifestyle’s Inc
**************Customer response
29/07/2023
Complaint: ********
I am rejecting this response because: initially I said that but that was resolved as my girlfriend was upset that the Monday delivery wasn't met but when I read the contract after that it said I couldn't use a permanent extension cord. I asked a electrician about that and he said NOT A GOOD IDEA. Can be unsafe. As for accepting the 80% i only said i would take that as i knew i would find an alternate remedy to get back the other 20% as you cant charge a restocking fee for something that they already had. I have two different witnesses that heard their salesman say you can absolutely use a permanent extension cord yet he actually underlined in the contract that you cant. He actually said I had to pay in full before delivery. I should have known better. *** * ***** *** ******** *** **** *** ********** *** **** **** **** ***** ***** ****** ********* ************ * ****** ******
Sincerely,
Eddie *****Business response
11/08/2023
We had a signed contract from Mr. ***** who purchased and paid in full for a spa during our sale in Thunderbay, Krevco has been putting on shows there for over a decade now without incident. On this particular weekend we sold over 30 units and the only issue we're having seems to be with his. When we put on these shows customers are made aware that sales are final as the inventory gets shipped out as soon as the show ends (we were loading trucks 5 minutes after the show ended as the ******** ******** ********** ******* had to be cleared before the next morning). Trucks of sold inventory stay in Thunder Bay and trucks with unsold go back to Winnipeg or wherever the next show is occurring. Mr. ***** contacted me on Monday before the arranged delivery time ******* *** ********** ***** ***** *** ** ** ******** *** **** That is THE ONLY reason we agreed to give him 80% of the money back for his spa, at this point the salesman had been paid and this meant we would have to take his spa out of the truck staying in Thunder Bay and move it to the truck headed to Winnipeg. This is where the 20% restocking fee comes from, he was made aware of that and agreed to it. * **** ******** ** *** **** ******** ******* ****** *** *** ***** ** *** *** ********** *****
-Everett ***** Outside Sales Manager
Krevco Lifestyle's Inc.
Customer response
15/08/2023
Complaint: ********
I am rejecting this response because: I wasn't made aware of all sales final. I saw that later when I read the contract. I said to send the 80% back as I at least wanted that much back ** *** ***** *** ***** ********** *** ******* **** ** *** ********* The first part is true but what Krevco is not discussing here is the fact that his salesman said when asked that "You can absolutely use an extension cord permanently. " and I have two witnesses to that. The line that they said they loaded up the trucks within 5 minutes contradicts what the rep Everett said on the phone as to why they didn't deliver on Monday the next day. ** **** ******** ** **** **** **** *** **** **** ** *** ****** **** ***** ** *** **** ** ******** * *********** *** ** *** * ****** ******** *** ******* *** ******* *** **** *** **** *** ********* **** ***** **** *** *** **** ** *** **** **** **** *** **** ** ************* **** ******* ******* *** ******
Sincerely,
Eddie *****Customer response
15/08/2023
Also forgot to re-iterate again I spoke to an electrician and he said it isn't safe to have a permanent extension cord for power which again I have two witnesses ** *** *** *** * ***** **** ************** *** ******* **** * ****** ***** ** ***** The funny thing was when he told me that he actually had underlined in the contract that "You can't use an extension cord for power as a permanent power source"Business response
15/08/2023
**** ** *** ***** ***** *** ***** ** ****** *** *** ** *** ******** *** *** **** ********. All of his points involve something someone apparently said, I am showing you written evidence and a signed contracts stating the customer is aware of the electrical requirements for the spa he purchased and that he did purchase a spa and that he knew it was a final sale. We were kind enough to give him an 80% return only holding on to the 20% as a restocking fee *** ** *** ** *** ******* ** ******* *** *** ** ****** ****** with our point of sale company (again, ******* the point of sale company sided with us after we showed them all of the contracts and text messages) *** *** **** *** **** His comments are erroneous and defamatory and if he wishes to continue down this path he can forward his lawyer's contact info to us and we will put him in contact with our legal counsel and will be seeking all costs and damages incurred from all interactions with Mr. ******Customer response
15/08/2023
** **** ****** * **** ********* **** **** ***** ** **** * ***************** **** * ****** ***** ** **** ******* ******* ** ******* **** * ** **** **** *****
Ok I guess I will take a different approach and start legal action.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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