Spas Direct Inc

"Customer did call our store and requested a service call on Monday Sept 19, 2011. I personally spoke to him and said that we would be out one day that week. No firm appointment was set with him. Since this was more than likely a warranty issue, there would be no need for him to be home since there would be no invoice. The Customer agreed. On that same day and the following days we recieved additional phone calls wanting to know why we have not been to his home to do an inspection. This was covered in the first phone call on Monday. On Wednesday Sept 21, 2011, the manufacturer received eight emails, to include but not limited to complaining of our bad service and what a poor company we were. We were not notified of this until Friday Sept 23, 2011 by the manufacturer. We did in fact do a service call on Thursday Sept 22, 2011 and resolved the issue. Three days after the initial request was made. Our industry average on service appointments is ten business days. This can fluctuate based on demand and peek periods throughout the year. The market rate for the repair would have been $164.95 plus sales tax, not $3,000.00 as was stated. Although all of our customers are important to us, we go in a first come first serve basis unless there is an emergency, which clearly this was not the case. We pride ourselves in providing excellent customer service and it shows by our customer base and length of being in business. With regards to the electrician, we were merely a point of reference for him to find someone quickly to wire his spa. Customer was not under any obligation to contract with him for his services. Once the old spa was removed, it was determined the wiring was not adquate for the new spa that we professionally delivered. Customer was not home at this time. Upon repeated phone calls to us, we encouraged the electrician to refund a portion of his money to satisfy him. The homeowner had the option not to use him if he felt his price was extreme, although it was not. He only complained after the spa was wired and in use. The electrcian has been with us for over ten years and we do not tolerate unprofessional conduct by anyone we refer. PERIOD! The overheating of the spa was a programming issue that was resolved via a phone call. We had walked the customer through to process several times for his comfort level. The spa was only over-heating during the extreme heat in the summer because of his settings that he chose on the spa side. This was not a defect in the spa, nor a reflection on our service. We have provided extensive support to him regarding all of his issues."