ComplaintsforKasper's Aqua Clear, Inc.
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Complaint Details
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Initial Complaint
11/13/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We put a $1,000 deposit on a hot tub in Sep, 2021 that the original customer who ordered backed out on (the previous customer was refunded their deposit in full). We were assured that they would refund our full deposit if we changed our minds. We were supposed to take delivery of the hot tub Nov, 2021. After many delays and lack of communication we decided to cancel the order in July of 2022. Then shortly after notifying them that we would like to cancel, they said that the tub was to be delivered the next week. We again explained that we would like our deposit refunded. They said that they would refund $800 but after explaining that we were told that the full deposit was refundable, they agreed to refund the entire $1,000. Because so much time lapsed, our credit card that was used for the deposit expired so I had to physically go to the store with the new one (same numbers, new expiration date). After about a half hour of them trying to refund the $1,000, they assured me that they would figure it out and I will see the refund in a few days. Then they sent an email explaining that the deposit could not be issued via credit card and a check would need to be issued. We received a check in the amount of $765 upon returning home from travel in late October. After 3 emails trying to follow-up we finally received a response that they will not refund the entire amount and that the sales agreement dated 9/14/21 for a hot tub that was supposed to be delivered in Nov, 2021 states that the deposit is not refundable and we are not entitled to anything. I have not deposited the short check since it was agreed to verbally numerous times and in writing from the owner on October 10, 2022 that we will receive a full refund of our $1,000 deposit. If they would have been able to refund via credit card that day I went to the store, we would not be in this situation. My wife and I are very frustrated and would like to resolve this outside of media/court. Attached is email and documents.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.