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Complaint Details
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Initial Complaint
02/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a Hot Tub Spa 3-21-21 and was promised that it would be delivered no later than August or September 2032. I can numerous times to check on this since I had a deposit of $3526.50. At that time I was told it still was not in due to Covid-19. I was initially told it was a delay because of this but was assured by the salesman that Sept 2021 was worst case. I was upset and told him to just cancel. I called main office and was told someone would call me back. That never happened. We were finally contact in Dec to say it was in and deliver could happen Dec 18, 2021. Which didn’t happen again. Several call made again with my concerns and disappointment. And told them to just cancel. Again delivery set for Jan date and the delivery person left while we were in the rear of the property with garage open. Within 15 minutes the delivery guy refused to come back . We contacted the main office to complain again. It took additional week for a phone call back. I requested a full refund and company wants to charge $2,750. Extremely poor service and they never deliver as promisedBusiness response
02/22/2022
We sincerely apologize for the delivery issues Mrs **** experienced. The delays we have dealt with due to covid have been extensive and have affected our usual scheduling practices due to constant backorder in parts from steps and covers to chemicals and hot tub parts. The delivery issue with our person leaving was not handled properly and we do apologize for that, it was miscommunication from our delivery crew attempting to ring the doorbell but the customer was outside in their backyard prepping the area.
We completely understand the customer being upset with everything leading up to this point. We did attempt to reschedule the customer at no charge to them given the issues they experienced and the customer was extremely upset by this point understandably and only wanted to cancel. Our cancellation policy is 25% cancellation fee. The customer was not happy with this. We proceeded to cancel the order and sent a refund check. We recently heard back from the customer that they want to proceed with the delivery. We will be reaching out to the customer to discuss the redelivery of their hot tub.
Please feel free to reach out to [email protected] if you have any questions.
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Contact Information
2838 Okeechobee Blvd
West Palm Beach, FL 33409-4012
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Get a QuoteCustomer Complaints Summary
41 total complaints in the last 3 years.
10 complaints closed in the last 12 months.