ComplaintsforSpa & Pool Outlet

• Initial Complaint

  12/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a Spa from them in March 2022 and was aware it would not be available until May-June timeframe. Spa was delivered in June however when the installers unpacked the spa cover they inadvertently sliced the cover with a box knife. We noticed within minutes of them leaving and notified the store immediately. We were informed another cover would be ordered and would take 2-3 weeks to be received. Now December and after numerous calls to the store with no explanation for the delay as well as several voicemails that went unanswered, we went to the store in person, the cover was there and an appt for installation for Dec. 16 at 1pm. By 3:45 when no one showed nor called, we contacted the store and was told the installer was still at his last job and would not arrive until sometime after 4pm and that he may not even get to us that day. Knowing it would be dark, we mutually agreed to a reschedule of Dec. 20 at 9:30am. We requested a specific appt as we were unwilling to accept a 3hr window and waste another day waiting at home. On the 20th at 9:15am, the installer texted us and said he was stuck in traffic and would not be able to arrive until 11:30am. We replied this was unacceptable and cancelled our appt. We then contacted the store immediately after, leaving a voicemail to reschedule the appt. As well asking for a return call from the owner. A Sales Associate texted back that same day and stated she would call us that afternoon to reschedule the appt. Today is now Friday with no return call to reschedule nor a call from the Owner as requested. We are appalled at the lack of appropriate customer service after spending approximately $13,000, making numerous unanswered phone calls/voicemails and then lack of follow through in a schedule appt on 2 occasions after months of waiting.

  Business response

  08/29/2023

  The spa cover was delivered and job completed on Jan 9, 2023.  Delays were initially caused by materials shortages.  Our staff did make mistakes in communicating with the customer. 

  Customer response

  08/29/2023

   
  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,
  
  ***************************

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