Additional Complaint Information
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Complaint Details
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Initial Complaint
02/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a swim spa from this company in 2022. It was set to deliver between January and March of this year. I received notification of it delivering February 12th. It was indicated that likely it would be delivered February 13th by the shipping manager and the crane company contacted me initially stating that they would be there Monday afternoon (13th). I was told the driver called me the Friday prior indicating the delivery date. I never received a call or never confirmed any other date other than the 13th. The crane company showed up on Monday (13th) after prompting from the manager of ******************* who works for the swim spa company. They then proceeded to call us (after the crane was already there) and indicated the spa would not be delivered until Tuesday (14th). We were never notified of this and no confirmation was made regarding this. Furthermore, they requested a contractor the day the unit was supposed to be delivered, all of this unknown to us. I am requesting the initial crane fee on the 13th as we had to pay for two due to their mistake. I am requesting a refund in the amount of $900 for the crane showing up on the day it was requested and have email evidence. I am seeking to pay one of the days of the crane and not two, which I was never supposed to have to pay.I never received a call from *****, who was supposed to update me on the claim. He also was very upset that the crane could not arrive on Monday, February 13th in the morning.Business response
03/20/2023
We are very sorry that the Browns are unhappy, as every customer is important to us. Our shipping manager stays engaged with our customers 7 days a week.
We spoke with ************** the weekend prior to their loading date after it was already booked on our end.
Mr. and *************** made us aware with very short notice that they were going to be out of town, so instead of having to prolong their shipping date further out last minute we arranged a way to keep them on schedule with the driver, this way their schedule was accommodated. The driver was made aware that the Browns would not be home until the Monday right after they were gone for the weekend. We let the Mr. and *************** know the driver would be to their house possibly as soon as Monday or could be after Monday. We asked Mr. and *************** to please NOT schedule their offload equipment until they hear from the driver for a firm arrival date as they do set those directly with the customer. Those specific instructions are also in a couple of the text messages that were sent to *************** and she did confirm those instructions were received.Customer response
03/20/2023
Complaint: ********
I am rejecting this response because:we never received a phone call that they claimed they made and I checked my phone to confirm this. When I indicated to the driver that Monday may be a challenge, he got very irritated, and seemed very fix that Monday was the day that it would be delivered. I think what Im asking for is very basic as I should be reimbursed for a second crane fee when I was not called or notified. on top of this issue I also had an issue with the swim spa upon arrival which they did provide a replacement part for, but Im left dealing with coordinating the Spa Guy coming again and potentially missing work. The communication was not ideal and regardless of what they are saying about things being confirmed, things were not confirmed on my end or clarified.
Sincerely,
*********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.