ComplaintsforAqua Paradise

• Initial Complaint

  10/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  06/27/2020 on this day, I purchase a J-235 lounger(jacuzzi} the order was placed, I was told that it will arrive between ***** weeks.the price was $7,550 got a rebate discount of $1,000 with taxes came to be $7,057.63.I gave a down payment of $507.63. and on top of that, I had to get electrical done to 60A configuration,it cost me $4,300 to get that done. there was going to be another fee from them for $700 for the crane to stall the jacuzzi where it was going to be put.It's a year later and no jacuzzi.they did come to deliver once only to find out the crane they send was too small for the job.I want to get this solve, they don't return my calls, or I'm told they will look into it and call me back, and they don't.it's very frustrating to get the round around. I will like a refund on that money $507.63 and at least half of what I had to pay to get electrical work done

  Business response

  10/29/2021

  Hi there and thank you for reaching out.  We can completely understand consumer frustrations when a product doesnt ship on time.  As you may be aware, supply chins during COVID and beyond strained. While some of this is due to the worldwide computer chip shortage, some is also due to resins shortages, dozens of other component shortages, huge demand, shipping/freight complications, and a long list of other factors. Our entire industry, much like ****s of others, are running behind, there is no denying that, and for that we apologize. 
  
  With regard to ********************, he has had more than one chance to accept delivery.  He was given an estimate for a crane of $700 to put the spa in his backyard.  Unfortunately, he chose to put that spa in a different location further than just in his backyard. So when the crane and a delivery crew (both third party), that particular crane wouldnt reach. ******************* did not pay for that cranes time and he has refused to pay for a larger crane. Per his request, a second method was going to be tried using a different crane.  ******************* decided not show up for the scheduled delivery and refused to answer either his phone or door.  This was scheduled early in the morning and apparently he decided to call before anyone was open to cancel his delivery. Well obviously, there was no way for anyone to know that since he decided to call an hour before delivery, when offices were not yet open, to cancel. We are once again on the hook for a second crane fee as well as a second delivery crew.  
  
  Since then, ******************* has informed the delivery company he would work out the crane on his own and would let us know when he was ready for delivery.  He has declined to return any phone calls for 6 months and during those 6 months we have been paying to store his hot tub (for reference, we pay $50/mo for this).  Our contract is quite clear, all crane fees, extra men, additional equipment, electrical, etc are ALL the responsibility of the purchaser. We do not pay those fees in any way, shape, or form. Needless to say, we will not be reimbursing anyone for their electrical.  That is something that is in their possession, connected to their home. It belongs to them and there is nothing that says they cant, or havent already, used that electrical circuit for another hot tub bought elsewhere (which looking at ****** Earth, may actually be the case).  
  
  While we do apologize for this inconvenience, ******************* does still have the option to pay for the crane and take delivery of his hot tub.  Otherwise, our sales contract is very clear that all sales are final, deposits are non-refundable. If he does not want to take delivery, forfeiting  his deposit doesnt even get close to covering the credit card, storage, and delivery fees we have already incurred.  
  
  Warm Regards,

  *****************

  
  Aqua Paradise
  ******************* | ********
  ******** **************
  ****************************************** North **************
  ****************************************** South **************
  ******************************************* South **************

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