ComplaintsforCarefree Spas Of Indianapolis, Inc.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  These people are the ABSOLUTE worst people I have ever dealt with for any purchase in my life. I bought a pre owned supposed one year old spa from them last june and it came w a one year full warranty. from almost the day of the install it had mechanical problems. they came out at least 30 times the first two months to fix it and tried everything. nothing worked. they told me the last time if the repair didn't work that they would go to bat for me w the owner and yet the owner refused to replace it. they have since august of 2023 not replied to me via texts, emails, and voicemails I have left them that the spa is not working and needs to be repaired. the year warranty is almost up and I have left three more messages this week and even went in to their service **** this week and the rep there said he would let the manager know and I still haven't heard back from them. I contacted Amex to dispute this charge over 9 months ago but amex won't credit me because they say that the merchant has offered me a refund on the purchase. But that is just not true. they are just lying to amex and amex believes them. I have never seen more scum of the earth merchants in my life than Carefree Spa's in Indianapolis *******. I would highly recommend buying a spa from anyone else than these crooks. today they had an attorney reach out to me offering a ridiculous offer to me because I have finally had enough and am giving them honest bad reviews on yelp and other sites. they offered to come and pick up the spa that has never worked - if I pay 1200 dollars for the outside company to do the labor. in addition they want me to once again pay for the removal of landscaping and decking to give access for removal. that cost me ******************************** the same again. so- to recap - they sold me a spa that doesnt work- they have ignored me for 9 months when I have called, emailed, and texted their people and finally went in their showroom- and now want me to spend 5k out of pocket.

  Business response

  06/03/2024

  Please see attached.

  Customer response

  06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The response by Carefree is just ridiculous. It is written very poorly first of all and it is full of lies and half truths.   They say I bought the tub in January 2023.  I bought the tub June 5th, 2023.  Please ask them to furnish the bill of sale and the date that they were paid from me through ****************.  It was 6/5/2023.  They say that they increased the warranty to one year through persistence?  What?  They offered me a one year warranty after they continued to come out within days of the installation when the tub continued to have problems and they knew how angry I was and was already wanting a full refund or new tub and they offered an extra 6 months to appease me.  They write that the spa works mechanically well?  That is just a blatant lie.  It has not worked correctly since a couple days after the initial install.  They came out here too many times to count for two months after that.  Does that sound like a tub that works mechanically well?   They told me it was a one year old tub when I agreed to buy it for $9095 plus my old tub.  I found out later it was 2 years old, well after it had been installed because their service manager **** admitted it to me.  He also laughed when I told him that ****, the sales manager, told me this tub was basically brand new and only had been returned by the previous owners because of a lighting is***.  He scoffed at that and said it had all kinds of other problems including having the entire filtration system replaced before I bought it.  

  They say my claims were rejected by ****************?  That is a half truth.  **************** told me that they completely agreed w me that I am being royally screwed by this company but that because this company showed proof that they offered me a refund that I rejected, that there was nothing they could do and they advised me to *** this company or go to arbitration.

  I have retained a lawyer and we will be suing this awful company.  Please understand, the so called offer of refund they made is not a refund at all.  They play games with semantics because they have done this before to many other customers.  Please read their complaints on different review sites.   They sold me this tub for $9095 dollars plus my old tub.  I also spent 2500 dollars prior to the install to have my deck and landscaping removed so they could deliver the tub and then had it all replaced.  I was happy to do this if this tub was a functional tub.  But it wasnt and isnt.  So I have already spent 2500 dollars for that, plus they said I need to do that again to have the tub returned and they want me to pay for the company to come remove it.  So, their refund is actually going to be $9095 minus 2500 minus 2500 minus 1200 - so I would actually only get back about $3000 dollars If I were to accept this ridiculous offer and I would then have a hole in my deck where my old tub used to be.  Does this sound like a fair refund offer they are making to me?  

  I have not made one false claim.  I have proof of every text message I sent them from september of last year to present day.  I have left voice mails, sent emails, left multiple texts, they have ignored them all.  I finally went in there a couple weeks ago and told one of their service people what has transpired and he promised to have ***************** me but i have not gotten a call from anyone.  All I have received is a threatening letter from their attorney telling me not to go in there shop anymore and claiming I threatened their employee which is just nonsense.

   

  These are terrible people.  They have ignored me for 9 months when I had a warranty which they told me was a full factory warranty.  They just lie and lie.  I offered to accept $5000 from them as a credit back to me for all this headache ONLY if they also came out and still repaired the tub for the factory warranty period they promised me.  It still leaks and they say they fixed that but they are lying again.  I have video of filling it up and three days later it is a foot lower below the jets.  This has happened a ************************************** August /September of 2023.  Their offer to me of $3500 was only with me agreeing to them being done with any liability or warranty responsibility.  Who in their right mind is going to accept a refund of 3500 dollars for something they bought for 9095 dollars a year ago that has never worked?  In addition I spent the 2500 for the decking and landscaping.  And traded in my old spa which had value.  So, I pay over $12000 dollars for something that never works and they think offering me $3500 is a fair offer?  I have been buying from stores for over 37  years of my adult life and I have never filed a complaint before with the BBB.   I have had horrible stress with this ordeal and I will never accept a ridiculous offer like this.  These people need to be exposed for how they have treated me and countless other consumers.   

   

  
  Regards,
  
  *********************

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

  
  

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