ComplaintsforInland Empire Hot Spring Spas

• Initial Complaint

  08/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a spa in 2/20/21 and was told the delivery date would be sometime in May/June. I contacted the store at the end of May and was told my spa would go into production beginning of June and I would have it by the end of June. I called June 21 and was told it would go into production 6/28 and would have it by the end of July. I called the end of July and was told it hasn’t gone into production yet. I voiced my disappointment with the owner over poor communication and wrong information. I told him I was going to leave a review and he cancelled my order. I have waited over 5 months. I already had an electrician come out to install the GFI box. If I get another type of spa I’ll have to get a new box installed. To get the same spa now will be 2000.00 more. It is not fair that he didn’t give me the choice he just cancelled my order now I have to pay more money for the same product. Their current address is ***** ********** Ave, Moreno Valley ca *****, **********

  Business response

  08/18/2021

  Hello ******,

  We have received your letter stating **** ******* complaints with our store. For the most part, her complaints are accurate. We have been in business for 36 years carrying Hot Spring Spas and pride ourselves with customer satisfaction. We wanted our transaction to work out with Mrs. ****** but were unable to keep her happy.

  Mrs. ****** visited our showroom on 2/20/2021 and chose a hot tub that best suited her needs. We secured a small deposit from Mrs. ****** to reserve our store promotion, and to secure a slot on a truckload that was scheduled to go into production on 6/28/2021. Mrs. ****** was given this production date at the time of purchase and agreed to the wait. For the past two years, waiting for a hot tub is a normal thing. Sometime late June, Mrs. ****** called in asking for an update on her spa, as she planned a Fourth of July party, and wanted the tub there for her get together-totally understandable. But, planning a party with the spa before we even had a ship date for her was not a good idea. We advised the customer once again; her production date was scheduled for 6/28/2021 and it takes 3-4 weeks to produce and deliver these tubs. Needless to say, Mrs. ****** was very unhappy and let us know she would be leaving us a negative review once her tub arrived. Sometime mid-July, Mrs. ****** called in asking for an update on her tub. We had to break the news that there was a delay due to material shortages- thank you COVID. Once again, Mrs. ****** voiced her dissatisfaction with our company, and let us know once again, bad reviews were coming. We have ZERO control over factory shortages. Because Mrs. ****** was so unhappy with us, and we knew negative reviews were coming, we canceled her spa purchase. Mrs. ****** was immediately sent a refund check for the deposit she put down in February, and we allowed her to keep the $600 GFCI box that came with her purchase. In our opinion it was the best course of action for a client who was already so unhappy with us. Moving forward, Mrs. ******* slot on the truckload has already been reserved by a new client. She's going to have to either choose another Hot Spring Spa dealership or find a different brant that is more in her budget. 

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