Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business advertises refurbished hot tubs. We visited the business in mid March and had a look at the hot tubs that were in the show room, we were told that a hot tub that just came in was going to be available and we would be able to purchase it. The business claims that all they replace the old pumps and heater and replace with new pumps and heaters. When the hot tub was purchased on March 31, 2024 and delivered April 5, 2024 the first thing we noticed is the heater was not working as the water would not heat up. Sent a message to owner and he assured me it was a simple fix and to leave it running overnight to see if the water heated up overnight. Next morning water was still 45 degrees and we also noticed excess water leaking from the tub. Called owner again and the assured us it was an easy fix by saying its probably just the nozzles or connections that must have come loose and they could fix it. Couple of days pass and finally someone shows up to trouble shoot the tub. At this point half the water had leaked out of the hot tub. The worker sent thought it was probably connections as well but the connections were dripping very mininmal water which would not be enough for the amount that was draining. After 3-4 hours the tub was still leaking and the worker tried to install a new heater, it was clear that the worker was having troubles installing the heater as it seemed he was looking up information on how to install on his phone and also calling a help line on how to program the unit. We also noticed when the tub was drained that there were hairline cracks in the acrylic of the tub which looked like they were patched but also an indicator of where the water was leaking from. We have been trying to get our refund and the business just keeps giving us the run around about having issues with transferring money back to us or they want to come get the tub and than they will refund us.

  Business response

  12/04/2024

  A little bit of patience would go a long way. This tub was delivered on Friday, April 5. We are closed on weekends; however, the customer was still in communication with a contact despite being outside working hours. We attended the site Monday upon opening. The heater inlet coil had been damaged during the manual move. The customers did not provide us an opportunity to assess or repair. Refund was requested on Tuesday April 9, and is the process of being completed. Refunds take 5-7 business days (as per our policy provided to the customer PRIOR to purchase). The customer is leaving for vacation today, Friday April 12. As discussed with his wife, *****, we will schedule the pick-up upon their return in order to not bother them while on vacation. 
  

  This customer has been advised multiple times to contact the office during business hours and to date has not done so. I have been in constant communication with ******************* daily since Tuesday April 9th in order to resolve this matter quickly. A refund will be issued for the hot tub. The customers also ordered a custom cover which is non-refundable (550+HST). I have offered to facilitate a resell in order to recoup their money and have no confirmation on what theyd like to do. 
  

  Picking up a hot tub is not a simple task and requires the proper equipment and staff in order to complete. We cant schedule based on their timeline unfortunately. As much as we try to accommodate all customers were not able to accommodate all requests. 
  

  Please find attached the customers invoice, and our policy which was sent prior to purchase. At no point have we refused to issue a refund or even stopped communicating. Some fraction of patience would be appreciated. 

  Customer response

  12/04/2024

   
  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,
  
  *********************

• Initial Complaint

  15/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** my wife and I have just gone through ***************************'s mediator, trying to have London Landscape **** refund our money, including delivery costs, for a not as described refurbished swim spa, we were almost there to getting our money back. We had been dealing with ***************************, a partner along with ***********************. With mediation we had agreed to share shipping costs for the spa to be returned to London, $800 we paid to pick up and $800 upon delivery, then when they had the spa, they were going to e-***************** our money. ***** emailed that to the mediator, we have copies of that, but we never heard from them, they never sent our money as they agreed, now on Tuesday Nov 14, 2023, ****** changed their reply, after they have the spa since Wednesday Nov 8, that no he wasn't refunding any shipping costs, that he wasn't going to send any money until he resold the spa, only then would we get any refund, then only what he chooses to send. So, the mediator sent an email, stating "our complaint suggests that there may be evidence of a contravention of consumer law. So they agreed to refund the money upon receipt of the spa, when they did get it, they sent nothing, waited until the mediator came back Tuesday asking what happened, where ****** said too bad, that's it. We have months of dialogue between the vendor and ourselves, emails, texts, messenger transcripts, and now the mediator emails as well. We really are trying to get our money refunded, all of it, we feel they misrepresented so much about the spa, the age, the refurbishes which actually weren't done, the electricity usage amounts. Then when we asked for the tech to look at it, they said they'd come to pick it up and refund our money, they put us off for months, we trusted them to come. Only when we contacted Consumer Protection Ont, did they say they would try to find a resolution, and then they said no way.Please tell us what else you need, CPO # CAS-*****-P7T5P5, *********************************.

  Business response

  16/11/2023

  We were working with the mediator at consumer protection. Nothing had been agreed to and to date we do NOT have the swim spa returned. The customer arranged a third party shipper; we have not had any contact nor received the swim spa that was being returned. The consumer mediator advised we are not required to pay for shipping but we have agreed to provide a full refund for the purchase price of the unit. Again, we have not received the swim spa and have no confirmation of its location. It has not been delivered to london to our yard location. 

  Customer response

  16/11/2023

  Hello, I cant make this stuff up. Turns out the owner ****** of London Landscape **** arranged with ***** the shipper, for him to hold the spa at his yard and not deliver as agreed, bc ****** lawyer said if he accepted delivery hed have to refund our money. ***** finally answered his phone today. *** been trying since Wed last, telling us ****** wouldnt pay his agreed shipping and the spa is at his yard, even though we paid our share. So now were waiting to hear back from Pro **** and an OPP friend we know, where to go from here. Im sorry for this Ill deny the business explanation if thats the right thing to do now. Were not at all comfortable with this, I can only think of who might be, its not us. Thank you 

  Customer response

  16/11/2023

   
  Complaint: 20877236
  
  I am rejecting this response because:

  Hello, I cant make this stuff up. Turns out the owner ****** of London Landscape **** arranged with ***** the shipper, for him to hold the spa at his yard and not deliver as agreed, bc ****** lawyer said if he accepted delivery hed have to refund our money. ***** finally answered his phone today. *** been trying since Wed last, telling us ****** wouldnt pay his agreed shipping and the spa is at his yard, even though we paid our share. So now were waiting to hear back from Pro **** and an OPP friend we know, where to go from here. Im sorry for this Ill deny the business explanation if thats the right thing to do now. Were not at all comfortable with this, I can only think of who might be, its not us. Thank you 

  
  Sincerely,
  
  *********************

  Business response

  16/11/2023

  We didnt authorize the shipping. We cant accept the unit as its hasnt been settled and nothing has been agreed. Until we do this is at a standstill. Im not sure where to go from here ***** arranged shipment, not us. We cant accept the swim spa because nothing has been agreed to and we were still working with the consumer mediator. We did agree to refund his purchase price of the unit, but ****** advised of when he was shipping. The consumer mediator advised we were not responsible for shipping costs. We received no notification or confirmation that the unit was being shipped, where to, or when. There needs to be coordination and the mediator was working with us on that. 

  Business response

  16/11/2023

  We didnt authorize the shipping. We cant accept the unit as its hasnt been settled and nothing has been agreed. Until we do this is at a standstill. Im not sure where to go from here ***** arranged shipment, not us. We cant accept the swim spa because nothing has been agreed to and we were still working with the consumer mediator. We did agree to refund his purchase price of the unit, but ****** advised of when he was shipping. The consumer mediator advised we were not responsible for shipping costs. We received no notification or confirmation that the unit was being shipped, where to, or when. There needs to be coordination and the mediator was working with us on that. 

  Customer response

  17/11/2023

  Hi. By mistake I clicked the red bar stating I didnt want automatic updates, I thought it was a link for more information. 
  please continue all automatic updates, I want to know and be aware of everything to do with our complaint. 
  thank you 

  Customer response

  26/11/2023

   
  Complaint: 20877236
  
  I am rejecting this response because: we have shipped the spa, this the second time, and we have paid all shipping costs, $2700 so far.
  London Landscape *** has agreed to refund some of our money, $5000 of it, by May 31, ****, or sooner if they resale the spa or they will pay us in full by the end of May.

  Well have to wait until they refund us for us to reply again. 
  Sincerely,
  
  *********************

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