ComplaintsforHot Tub Heaven

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2021 we purchased a house with an existing hot tub that needed a few repairs, ie new cover, pillows, and there is a leak on the back side. I called numerous times only for the owner to be rude to me and not return my calls. Over 6 months ago my hot tub cover was delivered to the store and the owner keeps telling me she doesnt have anyone to fix my hot tub and no one to deliver and install the the cover. She has told me her family has knee injuries and they are having a hard time. This has been going on for over a year now. My hot tub now has greater issues and still no effort for repair or even scheduling has happened. I am disabled and have not had access to my hot tub for over a year.

  Business response

  11/17/2022

  I would like to offer my sincerest apologies for the customer services errors that ************** has experienced.  I myself take full and complete responsibility. We strive in every circumstance to make sure our customers are satisfied.  We do acknowledge errors on our part and we will be happy to work with ************** to resolve these errors.  As to the claim that the cover has been in our possession for 6 months, that is incorrect.  We have found no mention of communications with ************** before Dec 2, 2021, when we received a call that her tub had a leak from underneath as well as a request for a new cover.  We spoke again on January 20, 2022 when she informed us she also needed a cover lift; there had been no mention of this in our previous conversations.  Shortly after our conversation in January we ordered the cover as requested at our expense.   As with all industries we are experiencing unprecedented delays in product delivery and the hot tub covers are no exception.   Ms. ****** cover was delivered to our store on September 9, 2022.  We have been experiencing employee shortages due to various reasons some to include medically necessary surgeries, We will plan to contact ************** and schedule an appointment to assess the current status of the hot tub; the service charge for the visit will be at our expense as an act of good faith on our part. We lacked at the time the necessary communication required and man power to properly assist ************** with her hot tub.    It is the owners responsibility however to maintain their tub.  There are a number of other spa companies in town who could have seen to Ms. ****** tub.  She was under no obligation to us for the servicing of her tub.  We will not deliver the hot tub cover until an assessment of the tub can be performed and we can ascertain whether or not Ms. ****** tub can indeed be repaired.  We plan to follow up with ************** by Friday November 18th to schedule an appointment and attempt to resolve this issue. 

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