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Complaint Details
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Initial Complaint
09/22/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On Aug 3, 2021 I gave a $2000 deposit to purchase a walk in tub. It was going to be financed and scheduled for install in Sept 15,2021. My finance never got approved and I have been calling to get my deposit returned. This week I have left messages to both the company and my salesman to check on the status of my return. I have yet to get a call back and can't get a hold of anybody........
Business response
10/01/2021
Business Response /* (1000, 5, 2021/09/23) */ We were informed on September 22, 2021 by Mr. **** that he had informed the financing company, which was exploring providing him with a loan, that he no longer wanted to go forward. The refund was processed into accounts payable that day. It may take 10-14 days for Mr. **** to receive the refund check. Consumer Response /* (3000, 7, 2021/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The min they knew I wasn't approved for finance, I should have been notified. I shouldn't have to call all the numbers I can find to get my refund. It is a real inconvenience to hold up another company that is providing the same service to wait till I get my money back. Business Response /* (4000, 9, 2021/09/24) */ I am writing to respond to Mr. ****'s last response. The efforts to obtain financing for Mr. **** were ongoing until he notified us that he no longer wanted to go forward. Once he informed us of that decision, we immediately began processing the paperwork.Initial Complaint
09/03/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
Tub installed on 7/1/21 as promised. We were not home. My son was there. Installers were great, Tub looks beautiful. First use. Back jets not working for my son. I called customer service and got an actual person!!! She promised me that they didn't turn the dial for jets. When we got home I tried myself and jets don't work, the light button does nothing, if I press Micro button it controls lights, no bubbles. Couldn't use the Tub. Not to mention the tube took 45 MINUTES + to fill (not acceptable). So far I have called customer service 7 times. I got a company person 1 time, all the rest were answering service, left messages and so far I haven't gotten a call back at all. I have noticed in the reviews that they are all good if Tub works but if u need customer service forget it. 1 star. I even tried the suggested phone# and email before I filed this complaint. Email was undeliverable and phone # got me an ANSWERING SERVICE, NO SURPRISE THERE.Business response
09/23/2021
Business Response /* (1000, 8, 2021/09/21) */ We performed a service call for Ms. ******* on September 7th. During the call, it was determined that another part was needed. This part was ordered and a follow up service call will be performed when that part is received. We apologize for any inconvenience incurred by Ms. ******* because of this delay. Consumer Response /* (2000, 10, 2021/09/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept their apology and the new part is being installed today. However my complaint was not about waiting for a part, it was about trying to get ahold of or getting an acknowledgment from them when I needed some response from the company. Too many calls made to customer service with absolutely no response from them until I complained. Hopefully it will be resolved in a few hours when they come with the part. I hope I don't need them again for a very long time as I don't now trust their customer service.Initial Complaint
09/01/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
We had an in home consultation for a tub. We were told that we needed to wait for the billing office to open the next day to finish possible financing. We were requested to write a $500 check that would not be cashed unless we were given financing. We called multiple times over the past two weeks to find it the financing was approved. We kept getting the run around. We kept calling and being told we would be called back because the department was already gone. We checked our account to find out they did cash the check. When we called we were told the managers were not there and we would get a call back. We just want the money they took from us. We don't even want the tub if they were to finance since it has been nothing but the run around since day one.Business response
09/03/2021
Business Response /* (1000, 5, 2021/09/02) */ I am writing to respond to Ms. *****'s complaint. A review of our records shows that a refund of this down payment was processed this morning. It may take up to ten business days for Ms. ***** to receive this refund check. Consumer Response /* (3000, 7, 2021/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) My acceptance will be contingent on whether we receive the check or not. With all the issues had up to this point I am reluctant to accept anything without proof.
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Get a QuoteCustomer Complaints Summary
164 total complaints in the last 3 years.
59 complaints closed in the last 12 months.