ComplaintsforSteel City Discount Spas Inc

• Initial Complaint

  17/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When we purchased a hot tub they advised use that two guys installed the hot tub. I had mentioned that we had repairs done and our contractor used a crane to remove our old hot tub. When it was time for install they insisted we needed a crane and we had to pay for a crane which costs up $745.80 as they already had all our money and we had no choice but to pay for it. When the hot tub was delivered the delivery guys were laughing and said we didnt need a crane as they could have done the job without it.

  Business response

  24/08/2022

  Business Response /* (1000, 5, 2021/12/17) */ Customer purchased a custom ordered hot tub from us. She informed us that she has a current hot tub where the new one was going. It was also a special delivery as it is out of our local delivery range of 100km(cottage is over 3 hours away). *********************************************************************** Customer's old spa, that was on property was installed into the deck(Sunken in). When asked how it was installed and she mentioned that it had to be done by crane. Both owner, and store manger had many calls and talks about the only way to remove her old spa was to have it cut into parts so that our delivery team could put it on truck and dispose(at customer's expense)or to have a crane come pick it up with our crew to remove it. At the time of sale, due to the extent of the distance of her cottage, the cost of delivery(extra from local delivery, $350) would be at the cost of the buyer and of course the fee of what we get billed to remove old spa as indicated on the invoices. We require a $2000 deposit on all custom spa orders, and the remaining balance when they are completed and scheduled to be picked up from manufacture. It was at this stage that the customer paid remaining balance and we scheduled delivery. We paid for extra storage as we had to wait for the customer to set up time with crane company(with our assistance the customer was able to choose crane company of her wish and set up with our delivery team coordinator). Delivery was then set up, as per customers requested time. Crane was indeed needed to remove the old spa out from the deck, there is no other way to get a hot tub out. Delivery went smooth and we were billed for the delivery and the removal of the old spa by the delivery company. Total cost was $1,070 plus HST. Deduct our local delivery fee that we would cover($350), the customer has an outstanding balance of $813.60 left on her account that is past due. After delivery, the customer never contacted us at all after the delivery to go over any concerns. The owner reached out to go over things and the customer did not want to talk or come to any resolution,********************************************************************************************************************. We require a $2000 deposit on all custom spa orders, and the remaining balance when they are completed and scheduled to be picked up from manufacture. It was at this stage that the customer paid remaining balance and we scheduled delivery. We paid for extra storage as we had to wait for the customer to set up time with crane company(with our assistance the customer was able to choose crane company of her wish and set up with our delivery team coordinator) Consumer Response /* (3000, 8, 2021/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This hot tub was not a custom order as it is a standard hot tub. It was not a special delivery when I ordered this hot tub I was told I know your son I will give you a deal. The deal was 10,000.00 all in. I did not advise that our old hot tub was installed with a crane. I was advised by JP that his 2 guys install the hot tub on their own and I said when we had our old hot tub removed the builder used a crane which what damaged our old one. Once I paid the balance of the amount owed only then was I told they had to get a crane. I gave them the number of a crane service in my area but the delivery guys only had certain dates they delivered. Many dates were given to them and the delivery guys were not available. When the delivery guys came they laughed that we had a crane. The original notice stated install was included which I really dont know what they installed. As far as owing them money this is the first I heard that I had to pay for the delivery. I am not at all happy with the service and really not sure as to the warranty. I will be calling ********** directly should I have any further issues. This hot tub is not working as I believe it should and the manual is very vague and I can not get instructions due to the poor service with the retailer. ************************************************************************************************************************************ Very poor customer service. I am still requesting the reurn of the crane fees. Business Response /* (4000, 10, 2022/01/15) */ **********************************************************************************************************. We have sold thousands of spas, and can happily prove that everytime we need a crane, its at the expense of the customers. Many times they pay the crane company directly(as in this situation) we have no affiliation with any crane company. Regardless of what the customer thinks, we can gladly show the "Custom Order" for this and all other spas we order. These are not standard, and all are custom ordered. Once again I'll repeat that there is NO other way to remove a spa from a deck unless with a crane or cutting it into pieces. Customer was made aware of this many times, before her and in emails to prove it. Also, The delivery guys did not laugh, this makes no sense why they would laugh, I guess they were just suppose to lift the spa out of the deck with their bare hands? I mean the customer knows best, she does spa moves everyday, she is the professional here after all? We offer local delivery, this customer lives over 220 KM away, with her theory, we apparently would deliver a spa anywhere in Ontario for free? **********(the manufacture)has been mad aware of this customer and this issue. As for the manual being vague, I unfortunately have no control over the manufactures publications, but rest assure that none of our customers have ever had any issues. We offer spa school with all our customers and even new customers. We go over everything as stated in the start up sheet we provide on delivery. Customer has never once contacted us for anything except this complain over paying for the crane. As for hanging up on me, I tried to have a civil conversation with you, ********************************************************************************************************************************************************************************************************************************************************************************** Once again, we are requesting payment in full that is outstanding on your account, or we will send it to collections. Total owing is $813.59 (includes discount for local delivery) and cost of spa removal dump fee. Consumer Response /* (4200, 12, 2022/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) If this spa was a custom order then why did it not fit. I went over the measurements with JP. When the hot tub came we had to cut our deck and now we have to repair it. The manual from *********** indicates that two people remove the spa and a crane is need if it is not accessabile and ours was. As for the setting up the crane Jp's office was setting it up and the crane company advised me that they only deliver on certain days. Jp advised that our hot tub would remain at their storage location in Toronto until the delivery is set up. The delivery guys were laughing and Jp was not there so how would he know. As for going over everything we were told nothing about the spa, his guys put it in and left. I have never been advised of additional charges until after I filed this complaint with the BBB. ************************************************************** I am familiar with collection agencys and how they work and I will have no issue but to respond vigorously with them. This invoice he provided was made up after I filed my complaint. Business Response /* (4000, 14, 2022/02/13) */ All of the orders are custom order, as in choosing options and series. It is not a custom size. the customer having to cut the deck is again completely irrelevant. Once again, the only way to remove a current spa from a deck is either by crane or cutting it out. we are not responsible for removing a current spa installed in a deck. Customer arranged what crane company she wanted to use and we arranged it with our delivery team as the customers cottage was 3 hours away one way. Once again, our delivery team would never laugh at our customers if they had a crane there. That would only make their job easier, and in this case, it was needed as ever delivery that has a spa installed into a deck. This customer was advised about the extra charges for the crane, extra KM, and for the disposal of her old spa. I have no idea why she thinks we would pay to take her spa to the dump? This customer has a personal vendetta with me, **********************************************************. She never called me once or anything. *********************************************************. This customer needs to pay her outstanding balance as it is past due. Consumer Response /* (4200, 16, 2022/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is not a custom order. When I purchased this hot tub I was told by Jorge the cost was 9999.99 all in. ********************************************* He said no extra fees and was told where the location was. No worries he said. We got it covered. Why on earth would I have bought from if this wasnt the case. We have a local hot tub store in town. He advised on how to measure and assured it would fit. As for the crane I was advised of this after I paid the second installment. He also advised if I didnt pay they would just leave it there on the deck. We did not know how to install it ourselves so we had no choice but to pay. I have no personal vendetta against this man as I dont even know him. All issues started after he received my money. I filed complaint as this man is very argumentized on the phone. I have my saved messages from him. Business Response /* (4000, 18, 2022/03/05) */ Once again, happy to provide our custom order for this spa. What that means is, all our models come in 3 series, and like a car, it it then customized to what options are added. The cost the customer is referring to was an amazing deal due to the fact that she is the owners best friend mom, so of course she is going to get the best deal period. I can gladly show that on average the package deal the customer got is about 3K less than other deals. Once again, the "extra costs customer is referring to is the expense it cost us to dispose the spa at the dump as well as the extra travel cost as she is way out of the delivery area. as for the size, customer had all the info from the manufactures catalog with the measurement, we have no control of what they had there or anything else, this is on the customer to make sure the size cut out would fit the spa not us. Cant stress it out that the crane cost and procedure was discussed with customer much before they fully paid for the spa. There is no benefits to us for the customer to arrange her own spa company, absolutely none. This is a must when removing a spa from inside a deck and installing a new one. there is no other way it can be done. I am more than willing to work with this customer, ****************************************************************************************************************************************************************************************************************************************************** She never gave us a remote chance, as she never called or messaged us. She went immediately here *************. She clearly had no intention to ever come to a resolution, *************************************************************************. Again, more than willing to work with the customer, but she was always aware of these charges and we will not be paying anything for her crane. Consumer Response /* (4200, 20, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, not a custom order. We never were informed of charges for delivery or disposal. As for contacting the business the last time I spoke with Jorge he was irate on the phone so how could I call him regarding issues we were having and still are having. I will not pay for delivery or disposal. As he indicated our hot tub was in Toronto in storage.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩