ComplaintsforRich's For The Home

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept 22 2022 I purchased a hot tub from *********************** $37,749.91. I informed **** that I knew nothing about the care of hot tubs, and he assured me that he would be there every step of the way to guide me. Oct 19 **** and **** the owner of ******** Electric came to my house for a site inspect. Everything looked hopeful. I did the site prep and had everything ready to put the Spa down on 1 ton of 1-1/2 clean rock, The spa was to be delivered on **** 2022.Two weeks before the spa was to be delivered a man came to my house stating that he was there to arrange for a crane. I asked him who sent him and I was never told about a crane, I called **** and he said that they decided a crane was needed to deliver the spa $3775.00. I paid ***** his manager the $$$. I called **** 12-5-2022 to ask him about the delivery after ****** from dispatch called to let me know that the spa was to be delivered ****-2022 in 5 feet of snow and ice.He said he would check on that. Well I cleared the 100ft driveway and let ****** know it was clear and ready. ****-2022 the spa crane and electricians showed up....But not 1 person from Rich's to show me what to do. Bill the tech showed up ***** and didn't know what to do and dumped a bottle of iron in the tub, so the next time I got in My body was burned from the chemical for over 2 weeks. I called ***** the manager on 12-31-2022 to ask for someone to please come out to show me how this spa works. I had no brochure, no manual, no salesman and no clue to run this spa. ***** came out on 1-4-2023 and poured chemicals in and said it was hit and miss and brought me the brochure for the 50 jet tub not the 65 jet tub. The sent out a tech ***** to show the salesman and I how to work the tub and ***** and ****** filmed it for me. I didn't receive the 45 minute film for 3 months. In the meantime a few of the diverters blew off the Spa and one was melted. 102 sent emails 107 emails sent to me and 93 phone calls and the tub still stands broken 2 seats usable

  

  Business response

  10/26/2023

  We have made several trips out ******************** home to address her concerns with her ************* found some minor issues that were addressed.  Most of the issues reported were related to operator error.  Her spa has always been able to be used. We offer a complimentary orientation to all of our spa customers.  In ******************** case, we have given her several orientations and we made a special point of recording one of the sessions for her to reference anytime in the future.  We are happy to address any specific warranty concern that she has with her spa.  spa, including her seats.  She has been told that the most likely issue with her seats is that she is not operating them properly.  We would be happy to again show her how to use her seats.  Just like a car, hot tubs need to be operated and maintained correctly.  **************** would benefit from having her spa maintained for her on a regular basis which is a service we offer if she is interested.  This would probably help to relieve any concerns she has.  Please let me know if you have any further questions.

  Customer response

  10/29/2023

   
  Complaint: 20764759
  
  I am rejecting this response because:Yes several trips were made at my request,since I wasn't given an instruction manual or an orientation when the spa was delivered. It was a basic hit and run with my money and no salesman support. 12-12-2022 when the tech Bill came out, he asked for the instruction ******** and wondered why I didn't have one. **** called his boss **** to assist as He had no idea either. He did put in the chemicals which burned my skin as he added an entire bottle of iron. I called ***** who came out on 1-4 2023 to show me how to work this spa. He poured in more chemicals and asked for cardboard to scoop the 4 ft high foam out of the spa. ***** did bring a computer printed manual. I was told to keep testing and pour in more chemicals. By the way they charged me $3500.00 for the crane when ***** told me it was $2500.00 even though **** had done a site inspect on 10-19-2022 and I was told no crane needed, that was 2 weeks before the actual delivery....Suprise I received an email from ********************* on 1-20-2023 threatening me to not call or talk to anyone but him through email. Feb 3 2023 ***** ****** and ***** came out to give instructions on how to work the tub and chemicals and filmed for orientation. I didn't receive the video until 7-14-2023. ******* came out 5-30-2023 to replace a blown diverter that had melted. He took some pliers and put the broken melted diverter back in the spa and said he would get the new part ordered He noticed that the control panel didn't work when wet and replaced that .. ******* and *** came back on 8-4-2023 without the replacement. he pulled out some plastic from one of the water ropes as it was limited in the flow. Again I was told that the correct part would be ordered. Still waiting. I have only been able to use 2 seats out of 8 since 12-6-2022 due to the defective parts that were not fixed. The seats are fine. The pumps, diverters, lights, control panel and jets are unreliable as they work sometimes and have turned on without anyone around. I ordered chemicals and filters that were in stock,5 weeks later I had to call to see where my order was. I placed another order, again weeks went by and they shipped the wrong items and charged me $25.00 for every delivery. I had to buy them elsewhere in order to maintain my Spa. I have spent too many hours maintaining and heating a spa for 2 seats that still doesn't fully function, I also was sold a composite roll out pad for base, the delivered plastic squares that were not what I ordered. They need to be removed as well as the spa. Rich's hasn't assumed any responsibility for dropping the ball and passing me off to the next person without resolving the issues. This experience with this company has been over a year long nightmare. **** the salesman assured me that he would show me how to work and maintain the spa on a regular schedule...??? I'm done waiting for a brand new fully functioning spa. As I posted in the review, come pick up the tub if your not going to fix the issues and show me how to maintain. I'm exhausted with maintaining this monster and begging for help from this company. Why would you send a tech out without the replacement parts and a thorough inspection to fix the issues? Indeed at the start there were operator issues, without an orientation or user manual. After that I was able to figure out everything that was wrong or needed replacement parts. That is the responsibility of the company that sold it to me. I have been ignored and passed along to many employees, that still have yet to take care of their responsibilities. 11 months later and a lot of $$$$ and time invested. Rich's has failed and needs to take responsibility.
  
  Sincerely,
  
  ***********************

  

  Business response

  10/31/2023

  We are happy to address any issues that **************** currently has with her ************* have shown her how to use her spa on multiple occasions including video taping one of the sessions.  We are happy to once again show her how to operate her spa.  It is up to **************** if she wants to follow the instructions that she has been given.  **************** would really benefit from using an outside service to help her properly use and maintain her spa.  She can use our services or she can hire another company to assist her with this.  If we determine that there is a warranty issue with her ****** will make arrangements to repair it under the terms of the warranty.  We would also be willing to have a representative from the factory inspect her spa to make sure that everything with her spa meets factory specifications.  In fact, we think it would be very beneficial for **************** to meet with a factory representative as a meeting like this might help to clear things up for *****************  Please feel free to contact me if I can be of any further assistance.

  Customer response

  11/02/2023

   
  Complaint: 20764759
  
  I am rejecting this response because 4 techs have already been sent out and determined that new parts needed to be replaced and told me that the parts were to be ordered. ******* and *** both filmed the defects and assured me that it would be resolved. Again I was left hanging without the defective parts never to be replaced or ordered, :It has been a year on **** since the spa was dropped off. I have no problem with the seats and operating this machine. What I want is the parts to be replaced and that was determined on May 30 when the 2nd tech came out. Then Aug 4 he came out without the parts to fix the spa???? He told me that his boss wouldn't let him bring the parts....? Why bother coming out then. I also would like to know why the melted diverted plug was shoved in the machine, I would like to see what melted and maybe that's why the flow is uneven on the waterfall and water ropes. Over a year of leaving me with a defective spa and no support is really unacceptable, I really want nothing to do with your company. I noticed that you haven't decided to resolve the money issues and lack of support from your sales team. Maintaining this Spa for a year with electricity, chemicals, as well as daily care to use 2 seats out of 8 is again not acceotable. Perhaps speaking with the techs and doing the research might help you understand what the issues are.
  
  Sincerely,
  
  ***********************

  

  Business response

  11/08/2023

  We believe that we have addressed all warranty issues with ******************** ************* believe that any current issue she has is the result of user error.  We have shown **************** on multiple occasions how to properly operate her spa including videotaping the visit for future reference.  If **************** does not properly maintain or operate her spa she will continue to have frustrations.  However, we are happy to come out at no charge along with a factory representative to go over any specific concerns **************** has.  If we determine that there is a warranty issue with her spa, it will be addressed at that time.  Just like with a car, ******************** warranty allows for the repair of any issue that is covered under warranty.  We will contact **************** to arrange for another site visit with the factory representative.  Please let me know we can answer any further questions.

  Customer response

  11/15/2023

   
  Complaint: 20764759
  
  I am rejecting this response because:  you have already sent out 3 techs that filmed the issues and assured me that they would be taken care of. May 30 is when the diverter melted into the machine and the tech pulled out his pliers and shoved it back in and let me know that he would order the correct part. Aug 4 he appeared with no replacement parts and again filmed the the issues that were under warranty, again assured me that it would be taken care of. I ordered a working spa on Sept 22 2022 and still am waiting for the defective parts to be fixed as well as the $$$ I was charged for the chemicals that I ordered, that took over a month to ship after I called. I have been threatened by your manager and charged for a LEMON spa. I expect to be refunded for the $1000.00 I was overcharged for the crane that the salesman said I didn't need. At this time after a year of paying your company $50k for a functioning spa. It is time to come pick it up and refund all of my money. You keep blaming me for your employees lack of concern for their customers. I suggest you speak with the techs and find out what is really going on. **** emailed me **** and **** wanting to fix the issues, but gave no date for any hope of this issue being resolved. Shame on your company. I have had to purchase my chemicals from a 3rd party, since your company wouldn't supply them in a timely manner. There is nothing to argue about. Come get the spa now and all of the $$$ you took without providing a full working spa.1 year and 2 months is plenty of time for your company to resolve this issue. I will provide you will all of the expenses and time related to this horrible experience.
  
  Sincerely,
  
  ***********************

  

  Business response

  11/27/2023

  As mentioned in our previous responses, we believe that ******************** spa is fully functional but we are, and have always been willing to send someone out to address any concern she has.  If we find something that needs corrected under warranty it will be corrected.  If we find the problem to be user error, as we have in the past, we will teach her how to properly operate and maintain her ************* have made several attempts to schedule our tech and factory representative to go out and work with **************** but at this point in time, **************** has not permitted us to set up an appointment.  We will continue to contact **************** in an attempt to set up an appointment.  I'm confident that if **************** allows us to send a tech out, we will be able to help her with any concerns that she has whether under warranty or user error.  Please let me know if I can be of any further assistance.

  Customer response

  11/30/2023

   
  Complaint: 20764759
  
  I am rejecting this response because:I have sent 105 emails -93 phone calls to your company since the spa was delivered requesting help. The first diverter blew out in March and finally the tech came out without the parts and shoved the melted piece back in the tub and replaced the main control panel, which is worse than the original. I let **** know that any day will be fine to fix the many issues to have a full functioning tub. And here we are Dec 6 2022 the spa was delivered and a year later., I'm still waiting for the spa to be fixed while maintaining chemicals.as well as the electrical bill. Where is the tech and the parts and the $$$$$ that you stole from me. The responsibility is on your staff and company. 1 + year is way too long without resolution. At this time your Company has failed to take care of the customer. It's time to pick up the tub and refund all $$$$$$.......
  
  Sincerely,
  
  ***********************

  

  Business response

  12/07/2023

  We have offered **************** on multiple occasions to come out and look at her spa.  She has yet to call us back to schedule an appointment.  As stated previously, we believe that there is nothing wrong with her spa that isn't being caused by user error.  This whole issue could be resolved if **************** allows us to come out and review the spa operation with her and then follows the instructions that she is given.  Most likely it will be a retraining for **************** of how to properly operate her spa.  If we find something that needs corrected, we will address a resolution while we are out there.  I need to restate that on the occasions we have visited  ******************** home, we have found her spa to be completely useable and operational.  We did find that she was not operating or maintaining her spa properly.  We unfortunately cannot fix something that isn't broken and we can only educate her on how to properly use and maintain her spa.  It is up to *************** if she wants to follow these instructions.  We are happy to give **************** the option of several different dates that we can come out and review her spa with her, all she needs to do is respond to one of our frequent e mails to her and allow us to schedule an appointment.  It is our hope that this can be done sooner than later.  Please let me know if you have any further questions.

   

   

  Customer response

  12/11/2023

   
  Complaint: 20764759
  
  I am rejecting this response because:I have responded to the emails 107 times and told them anytime or day would be fine in the last year. **** has emailed me **** stating he is following up on the email.............I asked when will they be coming out to fix the broken diverter and as well as the water flow is uneven for the water ropes and the control panel stops working when a mist of water is near. ******* and *** both have videos and pictures on the company phone. The composite pad is not what I ordered and needed to be removed. I was told by the techs that they would order the parts and be back to install them, that was May 30 2023.....? still waiting for a date when they will fix this. The company refuses to ship me the correct chemicals so I have ordered them from another company. I have been over charged $1075.00 for the incorrect diverter and the crane and incorrect chemicals. I know how to use the tub and the chemicals balance from another company. If I hadn't contacted the BBB for help, I would still be left waiting on this company to fix the issues, I have responded to every email in hopes that someone would resolve this nightmare. The techs know what is wrong and this needs to be taken care of ASAP or pick up the Tub. Sept 22 paid Dec 6 delivered. Maintaining the chemicals daily with no support from this company. Winter Spring Summer **** and Winter has already passed, Hit and run company. drop the tub and blame me for trying to get support from day one. I just can't believe these bullies that won't take care of the customer and the products they sell. $50k I have been taken advantage of. The techs informed me as well as the office that the diverter and control panel was under warranty. How long are you going to drag this out, Fix it or find someone who can,

  
  Sincerely,
  
  ***********************

  

  Business response

  12/12/2023

  We will contact **************** again this week and attempt to set up a tech appointment.  We intend on having the factory representative there as well.  The more specific she can be by listing out her concerns, the better chance we have addressing them during this visit.  If she is not specific enough, then it may require an additional trip or more to completely address her concerns.  We really want to help her but it is unclear what her specific concerns are as they relate to the operation of her spa.  Please let me know if I can answer any further questions.

  Customer response

  12/17/2023

   
  Complaint: 20764759
  
  I am rejecting this response because: I received an email from Rich's of a proposed date of Jan 3 that the techs will come out to diagnose the issues. I will wait to see if they really do come out to replace the incorrect divertor, since March of 2023. They also need to replace the control panel as well. The flow on 2 of the water ropes is not working, the frog spa isn't releasing the chemicals needed, as I'm having to add bromine every other day. The computer module has never been installed for access from my phone. The composite pad needs to be removed. As well as the charges they have made for shipping the incorrect products need to be refunded. The managers and techs have all the information needed to resolve these issues at this time. I will email them that I will accept this appt. but need to keep this case open until the tub is fully functioning.
  
  Sincerely,
  
  ***********************

  

  Business response

  12/19/2023

  **************** accepted her appointment date.  It is clear from her that some of her concerns are related to her not properly operating or maintaining her ******* will give her further instruction in this area.  Some of the other issues are unclear.  We will be asking **************** to provide pictures with the hope that they will provide more clarity.  We will attempt to provide answers to all concerns that she has made us aware of.  Please let me know if you have any further questions.

  Customer response

  12/20/2023

   
  Complaint: 20764759
  
  I am rejecting this response because: That is correct I did accept the appt date of 1-3-2024. It would surprise me greatly if they in fact did show up, as 4 appt's were canceled on the very day that they were to show up. The 3 techs that showed up arrived without the parts to repair the divertor that was reported to ****** 3-20-2023 in 2 emails and pictures with attempts to take care of the melted divertor that blew and leaked, I have had the full use of the lounge and 2 seats since this happened. This is an 8 person tub. It also clear to me that due to the lack of instruction and support from your qualified staff that again you are refusing to take responsibility for repairing and taking care of the customers warranty covered defective parts. All issues, pictures and emails and the techs phone contain all the information you will need to resolve the issues. 
  
  Sincerely,
  
  ***********************

  Customer response

  01/08/2024

  All issues were addressed with the 3 employees when they came out on 1-3-2024 I was delighted with the service, education and communication that they provided. Other problems were found and taken care of on that day. The original diverter that melted into the machine in 3-2022 is still defective, they didn't have that part with them. The lighting system on that diverter is stuck on 1 color. I emailed the tech with pictures on 1-4-2023 and am waiting for a reply back. This case needs to remain open until this original issue is still defective.

  Customer response

  01/10/2024

  I can't believe that after 16 months and over 50K that this company will not take care of the broken under warranty repairs. The BBB is supposed to protect consumers. This company took my money and refused to take care of the customer, and you close the case when there is still defective parts? I would like a full refund .The year + that I spent trying to get a response from the seller. Get this tub out of my yard NOW. Biggest mistake of my life was buying a tub from this company.

  

  Business response

  01/11/2024

  All of ******************** know concerns were addressed at our most recent visit.  Since then, she reported a light that wasn't changing colors.  A Rich's representative visited her home earlier today to verify that she does indeed have 1 light that isn't changing colors.  Her spa is 100% operational and the light issue will be repaired under warranty.  ******************** spa is not eligible to be returned for a refund.  Please let me know if I can answer any further questions.

   

   

  Customer response

  01/14/2024

   
  Complaint: 20764759
  
  I am rejecting this response because: After 15 months of attempting to have the issues resolved, I had to turn to the BBB for help that has been a 3 month communication in order to fix the problems. You have made it very clear that you are not at all concerned about the customer or resolving the problems that I have had with this purchase. Shame on you. As the BBB finally got help for me, the last issue is in the process of being fixed. I'm waiting to hear back from the tech to resolve the divertor light issue. I ask that this case is to remain open until this issue is fixed. You have taken over a year to even respond to my simple requests, I ask that you fix the issue or refund me for the Spa and my time. If in fact you do fix the problems, I will request an extended warranty since you haven't honored the first year. I feel that I have been more than fair with my attempts to have these problems resolved. Perhaps you might take responsibility for your company ignoring my concerns from the beginning and learn respect and customer care. 
  Sincerely,
  
  ***********************

  Customer response

  01/14/2024

   
  Complaint: 20764759
  
  I am rejecting this response because: After 15 months of attempting to have the issues resolved, I had to turn to the BBB for help that has been a 3 month communication in order to fix the problems. You have made it very clear that you are not at all concerned about the customer or resolving the problems that I have had with this purchase. Shame on you. As the BBB finally got help for me, the last issue is in the process of being fixed. I'm waiting to hear back from the tech to resolve the divertor light issue. I ask that this case is to remain open until this issue is fixed. You have taken over a year to even respond to my simple requests, I ask that you fix the issue or refund me for the Spa and my time. If in fact you do fix the problems, I will request an extended warranty since you haven't honored the first year. I feel that I have been more than fair with my attempts to have these problems resolved. Perhaps you might take responsibility for your company ignoring my concerns from the beginning and learn respect and customer care. 
  Sincerely,
  
  ***********************

  Customer response

  01/20/2024

  This issue is in process of being fixed. I have received 6 emails from the tech **** stating that they are working on getting the lights and the divertor fixed. I refuse to have this issue closed until Rich's fixes the problems that I have had due to their lack of concern for their customers. 16 months is to long for a resolution. The BBB has been working on this since October 2023 and still the issues remain. If they continue to email me stating that they are working on it, I request that the Spa to be picked up and all Moneys refunded right away. This company has made my life miserable with putting the blame on me?  I want nothing to do with this company and their broken promises to fix a simple divertor. They have stolen my money and refuse to fix or take responsibility for their incompetence to provide a working Spa and address the issues in a timely manner.  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a hot tub from Rich's in May of 2021 for $23,526.72 and it was delivered shortly after that. Day 1 the water gauge didn't work (known issue) and the waterfall feature didn't work. I called and shortly afterwards they sent someone to fix the water gauge, which turned out it wasn't installed properly. They couldn't fix the water fall, but they said they will be in touch, this was **** of 2021. A few months after owning the spa, they side panels on the left side tore off from the weight of the lid. It was a defect that the shell of the hot tub couldn't hold the weight of the lid. After about 5 months and several, several complaints they sent someone out to temporarily fix the sides (I couldn't use the spa this entire time). They sent 1 guy out and he wasn't strong enough to fix panels, not fault of this guy, it was a 2 man job. About 45 day later they got new panels and sent 2 people out to put in the new panels. (waterfall was still broken with no ETA) The new panels immediately warped and bowed out. After several complaints they sent someone out with new panels, and they secured the other side with longer screws to insure that side doesn't pop off. Fast forward to today, 2 years later and the water fall still isn't fixed. I have saved every email, all the pictures and at the risk of sounding dramatic, I am tired of trying to get them to fix the spa so it works 100%. I have asked for a refund/new spa several times but they always tell me I am on top of the list to get repaired. This spa is a lemon

  

  Business response

  06/30/2023

   **************, purchased a ********* in 2021 and shortly after we were notified that the waterfall on her spa was not streaming as fluidly as it was designed to do.  ************** was notified that the manufacturer was working on a solution for this issue.  After a long COVID delay, ********** came up with a factory authorized correction for the waterfall issue.  ************** was contacted awhile ago to set up an appointment to get the waterfall issue corrected.  At this time we are standing by ready to complete the repair.  In the meantime, *********************** is 100% able to enjoy using her spa just as she has been able to use it since she purchased it.  I'm sorry that it took as long as it did for Coast to come up with corrective action but once the simple installation of the waterfall trim has been completed, this issue will be resolved.  Please let me know if I can be of any further assistance.

  Customer response

  07/01/2023

   
  Complaint: 20240270
  
  I am rejecting this response because:

  This response does not even touch on the subject that for 6 months I couldn't use the spa at all becasue the side were falling off. This response does not touch the fact that I purchased the spa 2 years ago and today it still does not work 100% so no, today I can not "use it 100%".  I have had nothing but problems with this first generation Lemon. Coast Spa's builds the sides and the waterfall different after realizing my model doesn't work.  Your response doesn't address that I was a Guinea pig on this failed attempt of a spa (they build it different so it was a failed attempt).  Your response also does not address I have been passed off to about 10 different people at Rich's to get ALL the problems solved. I'm insisting on a refund or a new spa. 

   

  
  Sincerely,
  
  ***************************

  

  Business response

  08/03/2023

  The side panels for *** ************** were replaced under warranty as per the guidelines specified in the product warranty that came with her hot tub.  The side panels do not impact the ability to use the hot tub in any way.  We have been attempting to schedule the replacement of the waterfall trim piece ever since the manufacture made it available to us.  ************** has been, and continues to be able to use her hot tub whenever she would like to.  The solution to her waterfall not spraying evenly is to allow us to replace the trim piece under warranty just like if a car needs a trim piece replaced under warranty, you replace the trim piece.  Again, we're sorry that the waterfall is not spraying evenly, however it would only take a short visit to replace the trim piece.  I would be happy to provide any information from the manufacturer if it would prove to be helpful. 

  Customer response

  08/21/2023

  I am rejecting the response from Rich's. The issue is so much more than the mismatched waterfall or the one you can't keep clean that they are trying to push on me. 
  

  Firstly, the waterfall feature of my hot tub has been non-functional since the time of purchase. This was one of the key attractions that influenced my decision to choose your product. It is extremely disappointing to have invested in a feature that has not lived up to its promise. The absence of the waterfall has significantly impacted my overall hot tub experience.
  

  Secondly, the sides of the hot tub have become warped over the past few months of use. This not only affects the visual aesthetics of the hot tub but also raises concerns about the structural integrity and durability of the product. The warping is indicative of a manufacturing or material quality issue that needs to be addressed promptly. Especially considering they were already replaced once. 
  
  The side of my hot tub completely broke off, rendering the entire unit unusable. This is not only a safety concern but also a significant inconvenience, as I had been looking forward to enjoying my hot tub regularly. The occurrence of such a major defect in a relatively short span of time raises serious concerns about the quality and craftsmanship of the product.
  
  What adds to my disappointment is the lack of compensation for this ordeal. Not only have I been deprived of the intended benefits of the hot tub due to the defect, but I have also not received any form of reimbursement or remedy for the situation. This lack of accountability is truly disheartening and does not reflect positively on your company's commitment to customer satisfaction.
  

  In light of the severity of the issues I have faced, I am left with no choice but to request a resolution that addresses my concerns effectively. I am seeking either a full refund for the defective hot tub or a replacement with a new unit that is free from defects. It is important for me to emphasize that the product I received appears to be nothing short of a "lemon" a term commonly used to describe a product with repeated and serious defects.
  

  I trust that your company takes matters of customer satisfaction and product quality seriously. Therefore, I implore you to take immediate action to rectify this situation. Your response should include a clear plan for either processing a refund or arranging for the delivery of a new hot tub that meets the quality and safety standards that I, as a customer, rightfully expect.
  

  
  

  

  Business response

  08/26/2023

  *********************** comes with a full manufacturer's warranty.  If an issue occurs during during the warranty period then we, under the guidance of the manufacture, remedy the issue as spelled out in the warranty.  This is how warranties are addressed in all consumer products industries.  *********************** has been, and continues to be able to be used and operated.  ************** has been communicating with our service department about the trim choices available for her waterfall.  Her selection has been placed on order.  Once it arrives, she will be contacted to schedule the replacement under warranty.  ************** will evaluate her exterior cabinet during his visit.  We would be more than happy to arrange for a representative of the manufacture to contact or visit ************** on site to discuss her concerns with her ************* would be happy to discuss this further with ************** once all the current issues have been completed to the manufacturer's specifications.  Please don't hesitate to contact me if you have any further questions.

  Customer response

  10/24/2023

  On 10/18 Rich's sent 2 technicians out to repair the issues with my spa. When they had arrived they knew nothing about any other issues I was having except the waterfall wasn't working.  They told me after they installed the waterfall they will look at the side panels that are warping to the point I can't close the cover.   I wasn't at the residence so they called me when they left with an update.  When they called me they informed me they couldn't fix the waterfall because they had brought THE EXACT MODEL THAT WAS RECALLED.  So they had taken my cover off and now it's exposed.   They also informed me that when the previous repair was done Rich's technicians had drilled the panel directly into the plumbing.  When I got home I turned on the spa and water was literally gushing out the sides. So much water was coming out that I had to turn off the spa because it wouldn't hold enough water for the heater.  So for the 2nd time since I owned this, it is completely unusable.  Nobody should e expected to sit in cold water in October. 
  
  After I made several calls to the service department at Rich's and not getting a hold of anyone, I went to the Tacoma location where I purchased it.  I spoke with one of the sales people who recognized me from all the problems and she looked over the file and saw what had happened on the 18th.  She mentioned she knew the person who had originally "fixed" the spa and he no longer worked there.   I told her after 2 1/2 years I want a refund.  This is not a warranty issue, this is directly a result from Rich's service team. 
  
  No Apology, no date of repair or mention of what they are going to repair.  When I immediately emailed him back asking how long I should wait to get what I paid for he didn't respond.   The integrity of my spa has been compromised over and over again from damage done from RICH'S service department.   It is unreasonable to purchase at full price a spa that after 2 1/2 years 1) Doesn't work 2) has needed NUMEROUS repairs 3) has damage from attempted repairs 4) even after they get it fixed it will be considered refurbished and not new like I paid for
  
  On 10/21 After me emailing the service department asking for a refund I received an email from the service department saying  "" Hey there ****************** spoke with (Name removed) and we would like to work on having Coast come down and work on this spa directly!""   No Apology, no date of repair or mention of what they are going to repair.  When I immediately emailed him back asking how long I should wait to get what I paid for he didn't respond.   The integrity of my spa has been compromised over and over again from damage done from RICH'S service department.   It is unreasonable to purchase at full price a spa that after 2 1/2 years 1) Doesn't work 2) has needed NUMEROUS repairs 3) has damage from attempted repairs 
  
  A full refund and for them to come get this Broken spa out of my home, is the very least they should do. 

  

  Business response

  11/01/2023

  Based off of the information provided by ************** in this complaint, the only current issue mentioned is the need for her waterfall trim to be replaced.  As mentioned in previous correspondence, the waterfall does not in any way impede the spa from being used.  Therefore, it is inaccurate that ************** spa was unable to be used for any of the concerns mentioned in her complaint.  The waterfall is fully covered under the provisions in her warranty.  It has taken a long time for the factory to provide us with the waterfall trim which is unfortunate and something that we apologize for.  We did send a tech out a few weeks ago to replace the waterfall, he mistakenly determined that it was the same trim and decided not to replace it during that visit until he could receive further clarification from the factory.  To resolve any and all warranty related concerns, ********** offered to send their tech out to ************** house.  This would give ************** the opportunity to review her spa related concerns both known and unknown, with a factory representative and would completely address any and all warranty related concerns.  Several attempts have been made to set up an appointment but ************** has refused to be scheduled.  If ************** truly wants to have her waterfall concerns addressed then it would behoove her to schedule an appointment for the factory to come out and take care of it.  Please let me know if I can be of any further assistance.

  Customer response

  11/02/2023

   
  Complaint: 20240270
  
  I am rejecting this response because: it is inaccurate, it's not just the waterfall.  When the service tech came out he realized the side panels that were currently bowing out were drilled into the plumbing. When he took the panels off, water gushed out of the hot tub. Rich's is refusing to accept any accountability that THERE service people did the damage, it's not a warranty issue with Coasts. The fact that in their last response that only the waterfall is in issue shows they have no idea what's going on. Even after numerous emails regarding the side panels and trim pieces were still damaged.   Today, after owning the spa for almost 900 days I can not use it at all. It won't hold enough water to even keep temp. I would have to sit in a spa, that is 30% full of freezing cold water. 

  It is not acceptable to expect me to have a spa that is not working, damaged (by their employees) and has been repaired multiple times. At this point it is a refurbished tub at best.  Today it's current situation: side panels warped and discolored, plumbing has been destroyed with screws drilled through, waterfall doesn't work and also doesn't have a faceplate, trim piece has holes, sides have been scratched from the panels falling off last year. 

  
  Sincerely,
  
  ***************************

  

  Business response

  11/11/2023

  *********************** was purchased with a full manufacture's warranty which provides for the repair of anything that proves to be defective during the warranty period.  This is similar to the warranty on all large consumer products.  If you have a car that has an issue with a turn signal or a transmission, you don't replace the car you repair the item that needs to be repaired.  We have made arrangements for ********** to address any and all concerns that ************** has, but at this point she has not agreed to schedule an appointment.  If ************** truly wants to resolve her concerns, I would suggest she allow the factory technician out to address her concerns.  The sooner this happens, the sooner this can be resolved.

  Customer response

  11/16/2023

   
  Complaint: 20240270
  

  For 2 1/2 years my spa has not worked properly and today I CAN NOT USE IT AT ALL.  Everytime Rich's employees came out to fix something, they literally broke something else.  If this was a car, it would fall into ****************'s lemon law.  It's averaged 3-4 things wrong with it at all times. 

  If you can answer just this 1 question:  How long should I wait before receiving exactly what I bought from the day of purchase?  Becasue it's been almost 800 days and I am still waiting.  Rich's had an opportunity to fix the spa again on 10/18 and instead of fixing anything you drilled holes in the plumbing and fixed ZERO of the issues.  

  Waiting over 1 year to receive what you purchased, in my opinion, is embarrassing.  2 1/2 years is stupid. What do you call it when it's been 3 years? I don't want to find out.  I would like a refund. 

  
  Sincerely,
  
  ***************************

  

  Business response

  12/07/2023

  There are 3 issues with ************** spa that we are aware of:

  1) Waterfall Trim needs replaced which as stated previously is an aesthetic item which does not keep the spa from being used.

  2)  One exterior side panel has recently begun to bow.  This is an aesthetic item and does not keep the spa from being used

  3)  A small hole in the plumbing which our tech discovered and reported to ************** during a recent visit.  This is a very recent occurrence and does not keep the spa from being used although it should be addressed sooner than later. 

  We have continued to attempt to make appointments with ************** to address these issues and we have also offered to have the factory come out as a third party and help address any of her concerns.  ************** did finally agree to let us come out and winterize her spa which we did on December 4, 2023 at no charge to ***************  Now if ************** would allow us to come out and address the previously mentioned items, they could taken care of before her warranty runs out.  If she allowed us to winterize her spa it certainly would make sense to schedule the remaining work.  We are standing by, waiting for ************** to schedule an appointment.  As soon as she does, we can move forward in resolving these minor issues.  

  

  Business response

  12/08/2023

  We are and always have been more than eager to address ************** concerns under the terms of the warranty that came with her spa at the time of purchase.  We have also offered ************** an opportunity to replace her spa which she has declined.  Unfortunately, her spa is not able to be returned.  At this juncture we have done all that we can do and will wait for ************** to allow us to schedule a tech out to work on her ************* are currently holding a spot for tech to visit her house on December 15/16 to address some of these concerns.  We will make this spot available for her until December 12 at 4:00 pm.  If she is interested she can contact *************************************************** to schedule this appointment.

  Customer response

  12/11/2023

   
  Complaint: 20240270
  
  I am rejecting this response because:    Your not even reading what I wrote:

  Me: there are SIX things wrong with my spa 

  Rich's: we know of Three things wrong.   

  Me: I can't use the spa at all becasue Rich's drilled through the plumbing the last time they were coming out to fix "everything".  It won't hold enough water for the heater to work. 

  Rich's: there is NO reason she can't use her spa.     

   Rich's asked me to take down the reviews I had written about them in order to receive a replacement spa that works.    I would like what I paid for, and I shouldn't have to take down TRUTHFUL reviews in order to get what I paid for. 

  
  Sincerely,
  
  ***************************

  Customer response

  12/13/2023

   
  Complaint: 20240270

  Again, you are not reading what I write. Your response does not address the fact that your list of what you think is wrong with my spa is short and inaccurate.  In your own written words, after all this time you still don't even have an accurate list of what has been damaged.  There is still damage from when the SIDES RIPPED OFF LAST YEAR.  I have multiple and multiple emails of your service manager corresponding and  when Rich's service techs came out on 10/18, they didn't know about any of the issues except the waterfall.  On 10/18, they fixed nothing and Drilled holes in the plumbing so the spa wouldn't hold enough water to heat up.  And YOU responded I could still use it. 

  The fact that you think I can sit in a cold water tub shows you have zero concern for your customers. 

  And you didn't offer me a new spa.  You offered me a new Spa IF I took down truthful reviews and signed a settlement statement.  So when you say: "Unfortunately, her spa is not able to be returned" that's a lie. 

  At this point your employees have damaged my personal property and you will need to replace it or give me a full refund. 

  
  Very disappointed about being ripped off,
  
  ***************************

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Stove makes loud noises Door pops open rarely, but occasionally Most air flow from right side of stove Left side of stove gets hotter than the front And over 100 degrees hotter then the right side

  

  Business response

  05/23/2023

  The Manufacturer has been in contact with ****************** and will be making arrangements to replace his pellet stove in then next few months.  We are sorry for the inconvenience that this has caused.  Please feel free to contact me if you have any further questions.

  Customer response

  05/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer response

  07/12/2023

  Riches has failed to follow thru with this complaint.

  Brickwell sent them a new stove and they have failed to follow up with installation of the new unit.

  I have had nothing but problems with this company.

  ****

  

  Business response

  07/20/2023

  As promised by *********, ********************** replacement stove was tested at the distribution center and recently arrived at our warehouse.  This information was then turned over to a sub contractor who handles this type of installation.  It was reported to us today, that the installer was in contact with ****************** and he was told to schedule the stove at his convenience.  This case will be complete, once ****************** confirms his installation date.  Please let me know if you have any further questions.

  Customer response

  08/01/2023

  I have not had a chance to test the stove due to high temperatures outside.

  Once I have tested the unit I will respond as to weather it is fixed or not!

  Riches tried to tell me there was nothing wrong with the last one, so you can see how far I trust them.

  Customer response

  09/29/2023

  They replaced my stove with another faulty one.

  

  Business response

  10/07/2023

  The customer reported the issue on 9/28
  We sent a tech out on 10/6/23 to diagnose and work with the factory to repair the issue under warranty.
  Please let us know if you need any further info.

  Customer response

  10/12/2023

  Stove still making noise.

  Customer response

  10/12/2023

  Damper still sticks

  Customer response

  10/15/2023

  It has been 10 months.

  I am requesting a full refund in the amount of $4051.74 plus the return and install of my old stove.

  Customer response

  10/16/2023

  Disregard 

  I am going to say the stove is good.

  Thanks for your time. 
  ****

  Customer response

  10/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a pellet stove from Richs at the fair new at $4,000. had it for a few years and it stopped working last year so in June 2022 we paid them to fix it. It was not fixed and since then they had been back 3 out of 9 times. They came twice without parts that they know they needed to do repairs. and the other time the technician was just physically unable to do the work. And numerous cancelations. We have been unable to use our heat source in our home all winter. and its now 9 months later into spring and still no repair. finally this month they refunded our repair cost from June, only upon my angry request. but the parts that need replacing are under warranty. I have had to take many days away from work to be home for these missed appointments. Its not right that a business can sell such expensive products with out the ability to service them

  

  Business response

  03/29/2023

  Our tech visited the Hatch residence last week to work on their pellet stove only to discover that he needed an additional part to complete the job.  Once we were made aware of this, we put a rush on the part and contacted ************** yesterday to set up an appointment for April 6 to hopefully complete the repair. work  We are very sorry for the inconvenience that we have caused Mr. and *************** and hope that this will resolve all the concerns with their pellet stove.  Please let us know if we can be of any further assistance.

   

   

  Customer response

  03/29/2023

   
  Complaint: 19857448
  
  I am rejecting this response because:the repairs have not yet been completed
  
  Sincerely,
  
  *************************** *****

  Customer response

  04/10/2023

  After 10 months, After many missed appointments and wasting a lot of my time and missing work and writing bad reviews. Yes the work was finally completed.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/3/21, a technician came to my home to look into issues with my fireplace. He was not able to fully diagnose the issue, but he did try and, as he was leaving, I gave him my credit card information for payment. He gave me a receipt showing my card would be charged $241.12.During January 2022, I received a letter indicating I had not paid. I called and explained what happened. The person at Rich's told me that the technician wrote down my credit card information incorrectly. I gave credit card information again. I continued to get letters, but figured they made a mistake on their end. After all, I had tried to pay them twice already.During September 2022, I received a letter indicating that they were referring my debt to an outside collection firm and that this will affect my credit. To avoid damaging my credit, I would need to pay them at once.I have requested documents showing that this company has tried to process payments using the credit card information that I have already provided twice and the reason the card information was declined. They have yet to respond to me. I don't know if this has been paid, but I have tried to pay it. Now they need to do a little work on their end to show me that it actually hasn't been paid before I dig through all of my credit card and banking information.

  

  Business response

  10/21/2022

  A summary of what occurred regarding complaint.  The customer's service appointment occurred on 12/3/21 with a technician.  The invoice was written up totaling $241.12. The technician collected the payment information and on 12/8/21 Receivables attempted to process the transaction and it was declined, reason given as "Do not honor".  Receivables proceeded to call the spouse, he said his wife would call to pay the balance, she did not.  On 12/16/21 Receivables spoke with the husband again and he provided his wife's cell phone number, the call was not answered, and a voicemail was left and there was no call back from customer. On 12/22/21 Receivables called again and left another voicemail.  On 12/12/21 Receivables reached out to the Rich's collection specialist as per procedure since three attempts had been made. There were three letters subsequently sent to collect on the balance.  These letters were sent on 6/28/22, 7/26/22 and 9/22/22, the last notice stating that if balance was not paid in full then it would be sent over to a Collection agency.   Rich's has made numerous attempts to collect on this balance and complied with company procedure. As of today there is still a balance due of $241.12.

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2022, I ordered an outdoor dining table for $900. and was assured the measurements and specifications matched a previously ordered table I was pairing it with. After significant delays, the new table was finally delivered, in the wrong height. The salesperson was non-responsive so I contacted the manager who told me that, indeed, the manufacturer made a mistake. She assured me Rich's would fix the problem. That was in August. It is now October. They have still not rectified the problem. My most recent phone calls have not been returned and they are showing no evidence of correcting the situation. I have run out of options for how to deal with Rich's. They've left me no alternative but to pursue outside help. Their customer service is non-existent and I feel like once they got my money, they didn't care anymore.

  

  Business response

  10/07/2022

  I just spoke with ********************* regarding his and his wife's concern with their table.  I explained to him that the table is correct by factory specifications but also acknowledged that it doesn't match the height of their original table.  We are going to see if there are other options that better match their original table.  If we are unable to find a satisfactory option then we will make an exception and offer a refund for the table in question.  Our staff has been working behind the scenes on resolving their concerns but should have done a better job in communicating this which I apologize for.  Please let me know if I can be of any further assistance.

   

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I PURCHASED MY *** INSERT LATE IN DEC 2021 FROM RICHS FOR THE HOME AND RECIEVED IT EARLY JANUARY 2022. **** WAS MY SALES PERSON. BY THE END OF FEBRUARY IT HAD QUIT STAYING LIT. I HAD CONTACTED THEM AND WAS TOLD I WOULD GET A REPLY WITHIN 72 HOURS. 2 WEEKS LATER I EMAILED SERVICE AND WAS TOLD I WOULD BE CONTACTED WITH IN 72 HOURS. ON APRIL 7TH I FINALLY HAD A ****NITION COME. HE COULDN'T FIGURE IT OUT. HE CAME 2 OTHER TIMES AND FINALLY CONTACTED BACK EAST AND WAS TOLD THE PART. 3 WEEKS LATER HE CAME WITH PART AND THERE WAS NOWHERE TO PUT IT UNLESS HE DISMANTLED THE WHOLE INSERT. HE WAS VERY FRUSTRATED. EVIDENTLY RICHS IS SELLING STOVES WITH OUT TRAINING THEIR ****S. I HAD MANY UNRENTURNED CALLS TO ****.. I LIVE IN ************ AND WE DROVE TO THE MT. ****** STORE WHERE IT WAS PURCHASED. **** WAS VERY SURPRISED OT SEE US. TIRED TO GIVE ME A REPLACEMENT THAT WAS LESS EXPENSIVE AS MINE AND SMALLER. IT TOOK WEEKS TO GET THE "NEW" ****** HAD NO FIREPLACE HEAT DURING THE COLD SPRING. AFTER MANY WEEKS AND MANY PHONE CALLS, I FINALLY GOT MY FIREPLACE DELIVERED JULY 5TH. IT CAME IN A CRUSHED BOX WITH NO TOP ON IT AND DUST ALL OVER THE TOP OF THE ****** THE SCREEN WAS DAMAGED ALSO.AFTER INSTALLING IT, IT WOULD NOT LIGHT. NOW TODAY AUGUST 11,2022 I FINALLY GOT THE **** TO COME OUT AFTER THREATS OF GETTING THIS FIXED OR A FULL REFUND. THERE IS A PIPE THATTHE FEEDS THE *** THAT IS BENT. HE COULDN'T BEND I PAID FOR A BRAND NEW STOVE THAT WOULD WORK. NOT GET SOME STOVE FROM WHO KNOWS WHERE IN A OPENED CRUSHED BOX. THE OTHER STOVE IS STILL AT MY HOUSE IN THE DRIVE WAY.

  

  Business response

  08/12/2022

  We agree with **************** that the condition of this gas insert is unacceptable.  It should have never left the warehouse in that condition.  One of our customer service agents has been in contact with **************** and has made arrangements to order a new unit and have it delivered out to **************** as soon as it arrives to us.  We are sorry for the inconvenience this has caused ****************.  Please let me know if I can be of any further assistance.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased this **************** insert in December and it failed 5 days later. Apparently a rare faulty gas valve. We have been told Rich's would expedite the order for the faulty part, expedite the service ticket for repair. Yet 30+ days later we have a chunk of useless metal. We paid a premium price but have not had a premium experience. The manufacturer is in ********, *********************** for the Lopi product we purchased. At this point it would have been faster to replace the whole gas insert and replace with new. Not sure what legal options we have to resolve this isssue.

  

  Business response

  02/04/2022

  ****************** is correct.  Due to supply chain issues the part that is needed to repair their gas insert is still on backorder.  Due to this delay, we have arranged with the ******* to replace their gas insert next week.  Please let me know if you have any further questions.

  Customer response

  02/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our spa from Richs For The Home in ****** ** located at ************************************* was ordered June 2021, delivered November 24 (approx) 2021 to the physical location of ********************************. On delivery, my husband noticed that the spa impacted the side of the garage once and was dropped once before it was placed on the deck. The electrician arrived and requested to fill the spa so the pumps could be tested. Not long before we started filling the spa, a electrician informed us that there was large leak out the bottom of the spa. After finding this, the electricians had to stop their work due to safety reasons. Richs was notified immediately of the problem; they notified us that it would take a while to get a repair person out to look at the spa. It was about 4 weeks. When the repair person arrived he said it was an easy fix and would take care of it. The electricians were called out for a 2nd trip for testing and discovered that none of the controls were working (no heat, secondary pump, cascading fall, jets or lights). After several tries in getting the spa to run properly, the electricians exhausted their resources. Richs, again, was notified and we were told that scheduling was 2 to 3 weeks out, We are still waiting and have not heard from Richs to date. If repairs cannot be made to our satisfaction, we would like a new spa or a a full refund ( cost of spa and extended warranty).

  

  Business response

  02/02/2022

  We have a technician scheduled to visit ************************** home on February 3 to evaluate his spa.  It sounds like the electrician may have not wired his spa correctly. If this is the case, we will relay this information to ****************.  The technician will make arrangements to repair the spa if he finds an issue with the spa.  Please let me know if you have any further questions.

• Initial Complaint

  10/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 20, 2020, we purchased an Astria fireplace from Riches for the home. We were told it would work manually when the power went out so that’s why we bought it. We paid $5,896.98. It did not get installed until January 21,2021. We paid $3532.75 for installation. They forgot to order the fan and converter so we could not use it. On Feb.16th, they came and installed it. There was a low flame and it made a high pitched noise which we recorded and sent to them. Throughout all this, Riches were very difficult to communicate with as they rarely returned calls. On May 13, they came and replaced a part but the flame was still too low and No resolution. We have proceeded to contact them several times over the last few months. Our house is still a construction site from when they installed it 9 months ago. Last month 3 bats got in through the fireplace and our children were exposed to bat. After insurance we will owe over $2500.00.It still does not work and in debt over$10,000.00

  

  Business response

  10/11/2021

  We are aware of the homeowners concerns and are working directly with them to resolve those concerns that we are responsible for.  Please feel free to contact me if you have any further questions.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩