Complaints

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• Initial Complaint

  Date:12/19/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 12th 2022 we put a deposit on a hot tub that was on display in the showroom of Fire Finesse. We were told that the cover was missing but we could choose one and it would be included in our purchase. We chose a high quality brown cover. The tub was delivered on 6/21/22 and during install we were told the brown cover we ordered did not come in and we were given a lesser quality black cover that we were told was temporary until ours came in. We did not hear from them again until September even after sending texts, emails and calls asking for a status update on our cover. We were told in September our cover had been damaged in transit and a new one needed to be ordered. Again emails and texts were sent asking about a new delivery date. we did not hear from them again until October when we were told our cover was in and they would be at our house on the 10th of October. They arrived and we were not home as agreed, Brenda texted my fiancée and stated the buckles are in the wrong place and they would not be able to install it but would get back to us with a solution. That was the last we heard from them. We called and texted them on 11/16,11/17,11/22, and 11/27. At one point I spoke with Ashley who said Brenda would call me back when she freed up, that never happened. We have not heard from them at all. there has been no response to text, emails or calls. The temporary cover is already bending and not allowing rain and snow to run off even after several days and the material is saturated and heavy. We were very happy with them at first as they treated us very well, then things turned once the cover became an issue.

  Business Response

  Date: 12/19/2022

  We did deliver the hot tub with a black cover, instead of a brown cover, because we did not have a brown cover in stock.  The black cover we delivered, is just a different color, there is no difference in the quality of the brown cover, over the black cover, they are made exactly the same, except for the color of the cover skin.  We did say it would be temporary, as we didn't want to hold up their whole delivery, we thought it best that they can use the spa, until a brown cover would come in. 

  Since the start of the pandemic, there was a huge demand for hot tubs, which in turn created very long lead times.  One of the issues that arose from this, is that we couldn't order just the covers from the manufacturer of the spa anymore, like we normally would have, so we had to go through another source to purchase hot tub covers and accessories.  (From the same manufacturer of the covers, just ordering through a different source)  Another issue that arose from the pandemic, was being able to get answers on how long product would take to come in.  Or we would get a lead time and it would change multiple times. 

  So when the cover did finally come in, the straps that would connect to the hot tub were not in the same spot where there were already pre-drilled from the original cover installation, the hot tub cover manufacturer makes these covers for many other hot tub manufacturers.  So we did not put that cover on, as we would have had to drill new holes in the spa, which wouldn't have looked good. 

  Now that more time has passed, the hot tub manufacturer is now allowing us to purchase hot tub covers through them again, but have since discontinued the brown color choice, but did have one brown cover skin, shown as in stock in their online system and that has been ordered and we are waiting for that to come in, so we can go out and change out the cover skin with a brown one.
  

  This is the first we are hearing of there being a problem with the cover, other than the color of it.  We will reach out to the manufacturer of the spa regarding this new issue. 

  We do apologize for the lack of communication.  We didn't have any concrete answers on when we would see a replacement, but still should have relayed that. 
  

  Customer Answer

  Date: 12/20/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I've enclosed a copy of an email we sent to them on November 29th stating everything that had gone on with the cover since its purchase including our dissatisfaction with the pooling water on the cover. They reached out to us yesterday, I've enclosed a screen shot of the email to Kerry. At this time we will keep the claim open until it is fully resolved.
  
  
  
  Sincerely,
  
  
  
  ******* ******