YOUR BACKYARD SUPERSTORE INC

I called and explained that the heater was not working on a spa I purchased there 2.5 years ago. Bruce said he would have someone come out to look at it. It turned out to be a very small issue that could have been resolved over the phone if Bruce has asked one question. Regardless of that, the repair person was here for literally 2 minutes and told me that it would cost $175.00! I understand that if it is not an issue with the spa itself that I will be charged for a service call (even though that was not told to me when I scheduled.) I assumed that it wouldn't be more than around $75, as that is what my HVAC company charges for a service call. When I objected, I was told by Dave (the person here to do the repair) that he charges $90-$100 for a service call and that the store takes the rest. So Backyard Superstore is pocketing $75-$85 just to contact someone to make a service call. I called the store and left a message about this and have not received a call back.

After a month, I called them and they could not give me a delivery date. After two months, then three, they kept making excuses and never once called me to say why they were not delivering and installing the parts. Owner never answered the phone and employees could never contact the owner. This was so unneccesary and frustrating I will never again do business with this establishment again. I will go to Orlando or Vero Beach if necessary.
Installer in the field was courteous and did a good job on the installation, but the delay and the way it was handled was so terrible, I will not risk buying anything from this business again.

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The story....I had a handle that broke off to the fountain in my Envoy Hot Springs Spa.  I took  the broken handle and a photo of the receptacle it came off of to Bruce at the store on New Haven.  He ordered the part for me and was NOT going to give me a receipt for it but I insisted SINCE he seems to forget a  lot.  I was in the store months earlier to order a simple jet and he never called me back...EVER.  Thank god I got a receipt.....long story short it took several phone calls and reminders to get him to order the part.   Long story short...the part he ordered for me took A MONTH to get in AND IT WAS THE WRONG PART!  And that's after several phone calls to "remind" him....and he even gave me an attitude when I demanded a tracking number because I couldn't understand why UPS would take 3 weeks to ship.    And when I did get the tracking number (again...several phone calls to get that) I looked it up and it had just shipped....not shipped on the date he told me (as I suspected).  The service guy, Pete,  said I only needed a 2 dollar part....which I could have put on myself easily and not have had to pay the $150/hour.   Guess how many phone calls it took to get THAT part??  UGH!!  And again...he told me UPS shipped it out on a Saturday from with the same town...and a week later I don't get it?  So again...I demanded a tracking number....never heard back from him of course.  Then...this young girl in her own beat up personal vehicle comes to my house and shoves something in one of my flower pots.  I know this because I have surveillance cameras.  I look in the flower pot and GUESS WHAT??  My part!  So just for giggles I call back Bruce for the tracking number from UPS for my handle that HE SAID shipped last Saturday and he dances around the answer but then tells me he had "someone" drop it off and it's in one of my flower pots.  NOW...it was a good thing I called him because...you guessed it....he would have SLIPPED HIS MIND AGAIN!  The only thing good that came out of the simple $2 dollar part replacement is the fact that while waiting for the "wrong part" to come in...my heater stopped working.  I demanded to speak directly to the service guy (which took several phone calls AGAIN for Bruce to remember to have him call me) and told him what was happening.  He brought the replacement part and fixed it on the spot.  I will NEVER step inside that store again.  This guy should NOT be in business.