Business ProfileforHot Tub Universe

May 30th, 2021 We ordered a Clarity Master Spa Precision 7 hot tub (Graphite Grey with Sterling Silver) from Hot Tub Universe 3 Holland Road, Fletchers Lake, Nova Scotia, Canada, B2T 1J3, on May 30th, 2021 from ******* Shea. The hot tub showed up in June and it was Espresso Brown and not the Graphite Grey we ordered. I immediately contacted ******* on June 10th, 2021 and this was her response: _____________________________________________________________________________________ June 10th, 2021 Note: we did not hold back any money and paid the bill in full. _____________________________________________________________________________________ October 29th, 2021 Needless to say ******* fell short of her guarantee and promises and the panels were not switched out. One of her workers showed up, but had the wrong size and the wrong style of panels. This was *******’s response: _____________________________________________________________________________________ May 9th, 2022 7-months later and we still do not have the correct panels and no updates from *******, so once again we reach out to her and this is her response: _____________________________________________________________________________________ June 21st, 2022 It now has been over a year trying to get this resolved and she promised once again this issue would be fixed June 20th, 2020 (6 weeks) so I call her personally on Friday June 17th, 2022 to confirm that a worker was coming on Monday and she informed me that yes there would be someone there. My wife took the day off without no pay and of course nobody showed up. I e-mailed ******* on June 21st, 2022 and have not received any response. Present It is clear that ******* is over her head and not competent to represent your product. This has been the worst experience I have ever had dealing with a business and in the end we must file a complaint with the Better Business Bureau and file a small claims court against Hot Tu

The customer absolutely did order a hot tub with a Graphite skirt, they were very anxious for their hot tub. I had a hot tub arrive that had an Espresso skirt, I called the wife to ask if she wanted the Espresso skirt. She agreed to take the hot tub as it was, she was just so excited for her husband to get the hot tub a month early. When it was delivered, she called me and told me her husband was very upset with the color of the skirt. This was during a Covid shutdown. Even though she agreed to take the hot tub with the Espresso skirt, I promised her we'd get the skirt changed, at our expense. The customer is 100% correct in saying it has been a year! We ordered the skirt twice, and twice it came in the wrong color. The Manufacturer has been struggling with product shortages. I spoke to the customer on June 17th, he asked me if the service technician was still coming on Monday, June 20th. My response was, "if you were told he was going to be there, he should be there." I was off the following week with a broken ankle and neglected to follow up. I just reached out to the manufacturer again, by email and phone. I'm willing to have this skirt flown in if it's available. The customer's anger and frustration is justified, it shouldn't have come to this. If the correct color skirt is available I'll have it shipped directly to the customer's address, he can call the shop when it arrives and we will get it installed. If it's not available, I'm willing to give him a credit for the cost of a new skirt. I hope this is satisfactory and we can get this resolved.