ComplaintsforHydra Hot Tubs & Pools, LLC

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 24, 2022 at 2 pm I purchased a gallon of murionic acid to clean my pool from this retailer. The salesperson wiped off the bottle, and did not check to make sure the lid was closed nor did he warn me of how toxic this substance is. During the ride home the bottle leaked as I smelled something weird in the back, so I opened all the windows. As I pulled into my driveway (over a small bump) it fell over and spilled all over the back seat. I ran out of the car as soon as I parked to retreive the bottle, and it was smoking and fuming everywhere. I am 6 months pregnant and unfortunately inhaled the substance, leading to coughing and respiratory upset. I called the store and while they apologized, they admitted no fault, and said this has never happened before. The owner called me and proceeded to yell at me, saying my pregnancy had nothing to do with it (which it absolutely did, as it put by unborn child at risk), and said he bears NO responsibility for this as he is 100% sure that the product was sealed..it clearly wasn't, as how else would it have leaked? He proceeded to hang up on me. My car is ruined, I don't know when I can drive it again and it burned a hold in the back seat.

  Business response

  05/27/2022

  ******* we understand your frustration with having the acid spill in your vehicle and the danger to yourself and your unborn child; however we cannot accept responsibility for products or the damage caused after they leave our store.
  NOTE: This same review was left for our business on ****** with a similar response provided.
  ****** called the store 23 minutes after purchasing the acid. Explained the situation and our employee did respond that he was sorry and that we would exchange the bottle. ****** demanded that we take responsibility for selling her an unsealed bottle of acid. We told her by no circumstance would we take responsibility once it left our store. We cant control how people handle it. She states it was open. If it was open at our store we would experience the same symptoms that ****** experienced. So that is why we disagree. ****** did not like this response. She got emotional and aggressive, as anyone would have if acid spilled in their car. She had her husband call. We told her husband the same thing. She called back and demanded that an owner call her. An owner did. In her statement she claims that we are the aggressor and unsympathetic. This is completely untrue. We are not a big company, we are a small family owned business. Read our reviews and read hers. At some point, ****** needs to take some responsibility for her pool, and for her purchases. We will use this experience to better train our staff. We will reiterate to all customers that acid is dangerous and should be handled with care.

  Customer response

  05/27/2022

   
  Complaint: 17250061
  
  I am rejecting this response because: In no way was this my fault. The business did not practice due diligence and double check that the lid of this highly toxic chemical was properly sealed. The business also failed to warn me of the dangers of this chemical, and did not inform me of the best ways to transport this chemical. This was their responsibility to do so. I am not asking them to pay for damages done to my car, I am asking to them to admit fault and to stop blaming me for this mistake that was clearly there's. I also hope that they retrain employees and take this incident seriously as it could have caused much more damage to myself and my unborn child. I was lucky that I knew enough to run away from the smoking chemical, but the outcome could have been far worse. This is serious and they need to handle it as a serious matter and own up to their mistake. 
  
  Sincerely,
  
  ***********************

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