ComplaintsforEmerald Outdoor Living INC

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a hot tub from emerald that i received in early 2022. At the time of purchase, i was told they would not deliver into ********* wa (across or/wa state line) do to insurance issues. So i arranged my own delivery. 2 years later the hot tub is having mechanical issues, it is fully warrantied parts and labor for 5 years. Emerald is claiming the will not do the warranty work either. At no point did i sign a waiver saying they wouldn't do warranty work, i never would have spent north of 10k and waived my rights to warranty work. Emerald is stating they will send me parts but i have to find my own person to do the labor. I have spoke to many techs and no one wants to work on a cal spa. Emerald is the only cal spa vendor in the area. They have a predatory sales process, tell you what you want to hear and then plead ignorance when something goes wrong. I either want them to fix my hot tub as the warranty states, or come pick up the hot tub and issue me a refund.

  Business response

  07/01/2024

  Emerald Outdoor Living has reached out multiple times now to get this resolved with the customer. On 6/18/24 I told the customer to let me know what the issues are with his hot tub so that we could get the issues resolved. **** then said he would get it up and running and call me the morning of 6/19/24. I did not hear from **** on 6/19/24 so I reached out to him and left him a voicemail. I did not receive a call back. I then called him again on 6/20/24 and again no answer and left message. Again, I called on 6/24/24 with no answer and left another message to call me back. I reached out one more time on 6/24/24 and no answer and left another message, saying we would like get this resolved and to please give us a call. The customer has made no attempt to reach back out to us even thought he said he just wants his hot tub fixed and that's what we're trying to do. We are currently waiting for the customer to calls us back so we can get his issues resolved. 

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mid February, 2022, I contacted Emerald Outdoor Living for repair on a malfunctioning spa. When I spoke with the repair manager, he informed that the repair person would come out and determine what was needed to fix the spa and it would either be repaired using parts on the truck or if parts were needed to be ordered, then he would return to fix the spa at a later date. I was told the service charge was $149.00. I specifically asked if I would have to pay another $149.00 if the part needed was not on the truck and was told "no- there is only one service trip charge." The repair person returned two times between February and March of 2022, but both times he did not bring the correct part to repair the spa. On 3/10/22, the repair person finally showed up with the correct part and fixed the spa. He left a work order with a $179.00 balance due ($149.00 trip charge and $30.00 part charge). On 3-14-22, I contacted ********************* at Emerald and provided her with my credit card number & paid the $179.00. She stated she would send an invoice receipt, but failed to do so. On 4-05-22, I received a text asking me to review my account showing an invoice for $179.00. I replied with a photo of my **************** card statement showing payment in full. On 7-18-22, I received by mail a statement saying I had an open balance of $149.00. I called ********************* and informed her that I already paid the bill in March. She stated the $149.00 was for a service charge for 3-10-22. I informed her that I was explicitly told there would be ONE service charge. She rudely replied, "that's wrong & I wasn't there, so I don't know what anyone said." I told her I needed her to mail me a bill & itemized history of orders and payments, which she said she "was doing so right now." Despite being told to send me a bill, ********************* pulled my card on file and submitted a payment to my credit card for $149.00 WITHOUT MY CONSENT AND AUTHORIZATION. She never sent a bill or payment history.

  Customer response

  08/23/2022

  Greetings,

   

  Yes, please close the complaint as resolved.  I would appreciate a confirming email when that has occurred as that will spur the refund of my money.

   

  Many thanks for your assistance.

   

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

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