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Complaint Details
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Initial Complaint
09/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
First hot tub I purchased the delivery crew ripped something on the bottom, and did not hide the whip after they told me I needed to add 5ft to it. Which I spent an extra $300 adding and didnt need it. Then one of the pumps burn out the 3time I used the tub. I messaged them no response called no response. Finally I just went in there they apologized and said they will replace the pump. At this point I wanted a new one so they said they would warranty it. 2 months later after not hearing from them and calling a few times and getting the run around they said it will be here this week and call you for delivery. 2 weeks pass and get the same story. Another 2 weeks pass and finally just told them I wanted to return it and was going to get legal involved. Magically the hot tub just got in that day. Delivery team comes out, unannounced just starts taking out the hot tub without evening letting us know they were there yet. And having dogs that can be dangerous. And to end this here. The new one is broken too! Stay far away from this place!
Business response
09/29/2022
Hello
I spoke with ***************** this morning, 9/29/22, and apologized for the issues that have occured. I have offered him an upgrade to a Sundance Optima 880 Series Spa at no cost to him as a way to make up for the things that have occured. If he is not interested in that, we will pick up the model he has and refund his purchase price in full.
I will wait to hear from ***************** to see what he would like to do
Thank you for sending this complaint to me. As always, we will do everything we can to resolve it in the best interest of our customer
*******************
President & Owner
Imagine Backyard Living
Customer response
09/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
***************************
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.