Complaints

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a spa/pool from spa guy Hawaii. it was delivered on November 6, 2022. during the delivery, the pool was dropped off of the delivery vehicle, which not only damaged one of the pool's pumps but also our driveway. The electrician that was recommended to us by spa guy Hawaii installed the pool wiring incorrectly, which caused numerous delays in getting the pool to work. the incorrect wiring also could have harmed anyone using the pool. after changing out the broken pump, fixing the wiring, and taking over a month to get the pool filled and working, ***************** (the owner of spa guy hawaii) promised that we would be compensated for all the delays/problems. he stated he would pay to have our driveway fixed, pay our water bill due to having to fill the pool twice for his technicians. he has now refused to pay for those things. Master spa has told us they are only responsible for the pool, not the delivery, and will not compensate us either. Our driveway was recently resurfaced for $26,000. it is now damaged, and we will be paying for the repairs. we were willing to settle for just some more chemicals for the spa and a new set of filters and were refused by master spa and the spa guy hawaii.

  

  Business response

  01/31/2023

  Mr and ********************,

      The spa was delivered on the day we scheduled originally and the spa was never dropped off the truck.  We use pvc and a tilt trailer so your description is impossible and inaccurate.  Numerous times you have falsified the actual account of this experience and we have accommodated every request from you.  It is true you stated your driveway was damaged but when asked to view the damage you couldnt produce any evidence to support your claim.  When I offered to repair any damages at my cost you said not to bother because driveway company would take care of it.  Yet here in this complaint you say I refused.  This is simply not true.  When the electrician you hired wired the spa wrong we made every attempt to fix the spa based on the technicians recommendations even overnighting parts from ******* when that is clearly over and beyond what is in your service contract.  When the spa was filled and running we came over and gave you a complimentary wet test and thats when the requests from you began.  You went as far to tell us that you have complained to the better business bureau 7 times and won 5 of those complaints.  The truth is we honored our contract and agreements to you every step of the way.  Then I receive a voicemail from ****** on 1/27 stating she wants free chemicals and filters and where she can buy them.  I responded via text stating where she could purchase all of the items and further informed her in that text that if you have any questions or concerns when we hand deliver the chemicals at no charge on Wednesdays and Sundays we would be happy to test your water and go over anything youd like.   In person you have been very nice and understanding but behind the pen you have complained to the manufacturer stating several mistruths and now the BBB.   We stand behind our service and our product and if we have violated any part of the service agreement or contract we would be happy to compensate and apologize, but we simply have not.  We know your spa is running perfectly and we know you are happy with it as ***** expressed to us.  When you had trouble understanding the topside control we answered the call and expressed to you how to operate it at which time you used the f bomb and said it was a fing stupid design.  Like we said to you in person and any other time we have corresponded we are here for you every step of the way despite the contradicting behavior shown to us in person vs complaints.

  Customer response

  02/06/2023

   
  Complaint: 18954950
  
  I am rejecting this response because: all you have to do is make it right...which is what you said every 2 minutes while at my home.  all i have seen from you, like your response, is words.  you delivered a broken product.  i have the whole delivery on my security cameras if you wish to refute what happened during the delivery?  I am also willing to repair my concrete, pay my excessive water bill.  to make it right, i was just asking for some chemicals and filters, not too much of an ask.  You're having to overnight parts was all on your delivery crew and maintenance personnel. I never asked for overnight shipping and you have no paperwork to refute this claim.  all you have stated is your business expenses due to you and your people's negligence. 
  
  Sincerely,
  
  ***************************

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