ComplaintsforMP Paradise Pools & Spas

• Initial Complaint

  12/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I agreed to purchase a swim spa. They put in the concrete pad. In doing so they did not bring their own hose or spray nuzzle and covered my plants, **** stairs/stair runners, hose, and nozzle with concrete. They also ripped out from from gate and climbing vines without need/for their convenience. Also got concrete on my front planter and plants. That was the nuisance part. They did not return calls or provide updates so I could get permits, etc. They promised/guaranteed pool delivery max of “8 to 9 weeks - but it never takes that long” then “in August”. When I asked for updates if I got an answer it was “call Ricard”. I had to ask who Richard is - but still did not receive a number to call. When I advised them of their breach of contract on September 1 I suddenly had their attention all long weekend - even 6:30 am (another nuisance). I was offered a discount but no details. I was lied to that there was an accident at the store and that was why they didn’t call but the pool was ready. Then I had a very **** employee call and left a vm that the pool would be delivered on October 11. Was it already ready on Sept 1? Then I get an email from the owner with an extremely inflated/********* charge for the concrete pad they included in the purchase (over 4X market value) and lied that I owed them money rather than return my deposit. **** ** ***** ** ** ******* ** ***

  Business response

  21/09/2023

  Mrs. *******, signed a contract for a Swim Spa and an 11’x23’x6-8” with a face of concrete pad, on June 22. The concrete pad is finished and the market value she is stating is a standard 3-4” pad, not including labor, prepping of the site or cleaning debris from the site. The labor intense job was hand dug due to restricted space. Mrs. ******* has alluded to the fact she is a Construction Labor Lawyer, which unfortunately does not train or equip her in the field of being estimator for concrete estimated jobs, as she must rely on our knowledge to do her job. Her attempt to find a blank generic flat rate estimate on an America Website is only for the material, easy access, ready prepped ground and minimal labor. Mrs. ******* is well aware of the price as it is incorporated into the cost of the Swim Spa on the contract.

  Mrs. ******* is claiming are we damaged property The crew disposed of rotting carpets for the customer, removed debris, as well as removed items surrounding the work area, in which is the customers responsibility. The usage of water along with the customers hose is standard practice, as we don’t bring power washers and water tanks, we do concrete, and this is the first time in 31 years a customer has complained about our company cleaning up after a job, which refutes Mrs. *******’s claim we left her property in disarray. The gate in question, impeded the access to the worksite, which meant vines attached to the gate would be removed from the gate, as well as the gate.

  The Swim Spa delivery did have an ETA but unfortunately our Fort Erie Store, where our records, delivery set up and packages are, had a truck run through it, leaving the store in shambles for 10 days. Although, Mrs. ******* feels we are falsifying information, she is more than welcome to physically and visually investigate the damage herself at any time. We explained we would be a week out, but Mrs. ******* wanted to cancel the contract. If the message left stated October, it was a slip, and the Swim Spa would have been delivered on the eleventh of September. Mrs. *******’s unreasonable lack of communication, as well as stating she would be storing her purchase seems outlandish as the Swim Spa is meant to be used all year round.

  Mrs. ******* has been offered compensation but again will not return any calls to discuss any resolve. Mrs. ******* is full aware of the balance owing and never once after numerous calls came to pay for the pad or the Swim Spa which is protocol before delivery is even set up. Mrs. ******* could have obtained her permits at any time as that is not dependent upon delivery of the Swim Spa. We would still like to resolve the matter; instead, Mrs. ******* is refusing to allow for any compensation and feels the deposit is payment enough for the work done at her residence. If she would like to discuss a resolution she may contact myself and Pat for a sit down meeting to negotiate a settlement. 

  Customer response

  25/09/2023

  
  Complaint: ********
  I am rejecting this response because: it is filed with **********, exaggerations, and outright **** - again showing the lack of integrity of this company.  The spa is NOT designed as advised by Pay before purchased to be 4 season.  Pat expressly advised it is a 3 season spa (Nordic is the only 4 season) and cannot be used past November and then not again until March.  Pat advised me that the outside limit was 8 to 9 weeks to receive the spa and it never takes that long.  Additionally in writing he advised that I would receive the spa in August.  I did not advise they were in breach of contract until September 1, 2023.  In relation to the alleged price/website - it was an example of HOW outrageous their response was and it was indeed overpriced.  My reference to being a construction  lawyer is that I have plenty of concrete contractors who do quoting and can advise me of the actual cost if the company would like me to bring them into it.  The company was in site twice and saw the set up.  They never asked permission to rip out my gate and vines and they well could have asked permission/advised of an issue while on site.  They were on site twice prior to doing the work - once prior to signing of the contract that built in the concrete pad as part of the fee.  No actual price was provided for the concrete pad itself.  Moreover no false "restocking fee" was in the contract either.  Both alleged costs  suddenly appeared after the dispute arose to be extreme and try to gain the upper hand in an unreasonable and aggressive manner.  There was no furniture or other items to move. Nothing was disposed of as alleged.  Those items are actually still on site awaiting to be disposed of.  Everything that needed to be moved prior were moved so again - ****. 

  Moreover, I was constantly in contact to the Company throughout the summer asking for an estimated arrival date and other updates via email and text so I could arrange my own crane and the permits.  I received little to no response and when I did they were unhelpful like "Call Richard" as if I am suppose to know who Richard is.  Contact with Pat included on August 9, 2023 when I was actively preparing for the delivery in August and was advised by  the crane contractor they referred me to that he didn't any longer have my information as he was told by the Company that the deal wasn't going through. 

  I repeatedly asked for License plate and insurance information so I could get my permit to close the road for delivery - I wanted the spa.  Regardless of where the records were kept - both of the C.s personally had my cell and email address, which they demonstrated in repeatedly contacting me over the long weekend.  THAT was the only time I did not return their calls.  After that - other than the extremely **** staff voicemail advising the spa would be delivered October 11 that contradicted Pat's messages of it being ready, I have not heard from them except to get the ridiculous "invoice" when I asked for a refund for breach of contract.  THAT is when I filed this complaint.  I do not wish to have any dealings with this company.  I would like to know - which wasn't responded to - IF I concede to receive the spa WITH a discount to the price - WHO will I being dealing with for warranty purposes?  I do not trust this Company and will have nothing to do with them in relation to warranties.              
  
  Sincerely,
  
  ****** *******

  Business response

  26/09/2023

  Mrs. ******* has been asked numerous times to call to resolve this issue. As you can see from the front picture on the brochure, ********* SwimSpas are built for all 4 SEASONS. We feel Mrs. ******* has buyer’s remorse due to her resistance to contact us. 

• Initial Complaint

  19/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a new ************* hot tub from Paradise Pools & Spas on October. 27/2020. Provided Paradise with pictures of structural defects in the seating area of tub on May 10/2021. Thirty six (36) days later Paradise replaced the defective hot tub with a new one on June 16/2021. November 20/2021 provided Paradise with pictures of surface defects on the inner polyethylene surface both above and below the water level. December 10/2021 a Paradise Representative (Pat) inspects tub and attempted to remove the marks with a heat gun. Unable to remove the marks Pat offered a two (2) year extended warranty on inner workings of tub. Dec. 11/2021 I was told to continue using tub until June 2022 at which time it would be replaced with a new one. This was a verbal comitment by Nicole L. (store manager). She voiced some concern over tubs being shipped during the winter as other customers had had some issues as well and that she had canceled further shipments until the spring. January 3/2022 received an E-mail from Paradise Pools assistant manager (Richard W.) stating that the marks are from tape residue not being washed off prior to the filing and use of the hot tub as well as improper balancing of the water. They offered a $300 manufacturers rebate and the previously mentioned two year extended warranty. At no time was I asked to supply a water sample nor was I made aware that supplying water samples was a condition of warranty. Furthermore, at the time of purchase I was provided with the necessary spa chemicals and self test strips so as to self test the spa water. I have owned and maintained various hot tubs for the past twenty five plus years. Furthermore, no special cleaning requirements and or cleaners are mentioned in the owners manual nor were they mentioned at any time during the purchase and or replacement of the first tub.

  Business response

  05/04/2022

  Business Response /* (1000, 6, 2022/01/31) */ Mr. *****, We are not the manufacturers of the ***** so all warranty claims must be confirmed with **********, before we can do anything for our customers, We assure you we did offer you the same service as all other customers as it our policy to ensure customer care and service. We are committed to helping all our customers to the fullest and best or our abilities. We acknowledge the first tub you purchased did have a manufacturer defect and again we need to go through the proper procedure before we can offer you and resolve the problem which is why you had to wait 36 days for your replacement. During such a tight time where products and supply chains are struggling, 36 days isn't unreasonable and quite quick for our situation we as Canadians and others around the world face daily. The defect you refer to that Nicole L. mentioned is on that tub is true for the original tub we replaced for you. Due to mold or a problem with the material we did have a couple tubs bubble as yours did, and mentioned it to you at the time of replacing it due to the fact that fall winter shipment did have a couple issues regarding the bubbling. She did not suggest your new situation was an issue for any other customer as we have not had an issue like yours. As to the reference to our spring shipment, she only mentioned that, because you were demanding a new hot tub, or you would be going to Toronto to talk to your Lawyer. She mentioned she would not have any tubs until the spring and at no time promised to exchange any hot tub, as she is not in charge of warranty, nor has that authority to authorize any tub exchange. Mr. ***** when you did bring this to our attention it was six months after you stated the marks showed up. You stated to Nicole "I noticed small marks but didn't think anything about it until they had gotten worse over time". You also state when asked if you cleaned the tub before use due to the fact you received a wrapped tub from our warehouse so our staff never had the opportunity to wipe it down before delivery, which you did not, you just unwrapped it and filled it. Yes, they do use tape to hold the wrapping in place and yes it leaves a residue. Why wouldn't you have brought this to our attention as soon as you saw any marks instead of waiting until it got to the point of permanent marking? Mr. ***** you also state to Nicole L. when she further questioned you on this point, "I tried to remove it myself with a car solvent that removes scratches from car paint and how potent it is". How are we to determine what the problem may have been when you took it upon yourself to use a product not meant for the hot tub finish before you came to see us? I can assure you we would not recommend this product! All this information was sent to our manufacturer as they have to know what has been done to their product. As for balancing and testing water, it is stated on your paper work from ********* and MP Paradise Pools. On the bottom of the instruction we give it clearly states to test you water weekly and bring us a sample monthly to ensure the water is balanced and sanitized to protect you and the hot tub. You state you have owned a hot tub for decades, then Mr. ***** why wouldn't know to test your water if you had a problem with the hot tub to rule out any chemical issues that may have caused this. Mr. ***** you are correct we did offer you an extra 2years warranty as the tub runs fine it is a cosmetic issue not a working issue. The Plug n Play only carries a one year warranty so we offered it to you as a way to help with the resolution to your problem; this had nothing to do with the manufacturers. The manufactures did offer you the $300.00 compensation as we urged them to somehow help rectify the situation as we want our customers to know we try our best to represent them. They offered this in good faith even after the fact you used a product meant for automobile paint on the finish of your hot tub. Mr. *****, you must understand, you hold some responsibility, as you never approached us in a timely manner when you first noticed a problem, used unsuitable products to fix the situation instead of contacting us or the manufacture as well as not following advice for water tests. MP Paradise Pools has tried to accommodate you to the best of our abilities. Amy C. President MP Paradise Pools & Spa Consumer Response /* (3000, 8, 2022/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Amy C., It is unfortunate that you were not present during any of the conversations that I had with Paradise personnel. Had you been there you would have a more factual understanding of what took place as well as what was said. I was instructed by Nicole to continue use of the tub and that she would replace it in June 2022. Since Nicole had successfully facilitated the replacement of the first tub and had offered me an additional two (2) year warranty on the second, I was of the belief that she had the necessary authorities to facilitate warranty issues and customer satisfaction. Had I believed anything different I would have contacted your head office immediately. The second tub was in service from June 16/2021 until November 20/2021 at which time I reported the development of the blemishes. During that time the water had been replaced once and tested weekly and no evidence of an issue were noted until the month of November. When we took delivery of the second tub it came unwrapped and was put in place by Paradise personnel. No special cleaning instructions were conveyed at that time so it was wiped down with a moist cloth prior to the initial fill much the same as the first tub. Once again, the blemishes are located both ABOVE and Below the operating water level. Some of the marks are located on the uppermost surface of the tub well above the water line where the spa cover rests. If a water condition was suspected either at or after the reporting of the marks, why was a water sample not immediately taken so as to verify or rule out water as the cause? My attemp to remove one (1) of the marks using an automotive cleaner wax was done one day prior to reporting the issue and it was done in hopes of not having to involve Paradiee Pools. By your own admision you have acknowledged that the manufacturer have had and or having issues with this model of spa. At this time we are requesting a full refund of the purchase price. If we need to go to court in order to aquire the full refund, we will be seeking additional compensation for the electrician and labour invoices resulting from the replacement of the first tub. For your information, nowhere does it state that monthly water samples must be supplied to Paradise Pools as a condition of warranty. Business Response /* (4000, 12, 2022/02/25) */ Mr. ***** Every decision is made by me, as my staff, must have my final say before any transaction regarding customer service of this nature can be cleared. I too must follow the protocol as well as the manufacturer has to give us authority to replace their product as we would need to be made whole if we exchange the product. MP Paradise Pools has no authority over ********** or their warranty specifications. All your information has been submitted to ********** and I would recommend contacting them as they are the ones who had the final say on the replacement. We offered you the extra two years because we wanted to help with a resolution. ********** offered you the $300.00 as a measure of good faith. Kind regards, Amy C. President MP Paradise Pools Consumer Response /* (4200, 15, 2022/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I purchased the spa from Paradise Pools and Spas NOT the manufacturer. Therefore I expect Paradise Pools to resolve any issues with the products that they sell. I do not wish to replace the spa for the third time with a similar model. I am requesting a full refund of the original purchase price and the timely, co-ordinated removal of the spa. A verbal warranty offering coming from the same company that won't resolve the current warranty issue is meaningless and is of no value. Only a full refund will resolve the issue and provide customer satisfaction.

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