choose hot tubs

choose hot tubs direct Horrible customer service resulting very nearly in a lawsuit San Francisco, California

7th of Jan, 2011 by User285410

ONLINE HOT TUB SNAFU The following is a quick overview of the worst buying experience of my life. This online company prides itself in having exceptional customer service. During my 60 years I have bought and sold thousands of items, including assorted rather expensive items I've purchased online. I think my story will show that they not only have awful service, but unethical, and perhaps illegal business practices. I'll keep this account as short as possible, but believe me when I say I could write a book describing the unbelievably poor service with which this company dealt with my concerns. Ignored is actually a better description. In Early Dec. 2010 I found an online website which specializes in hot tub spas. The company is called choose hot tubs direct.com They are affiliated with another online site called direct to home appliances.com The owner of this company is Steve Barbarich and the company address is: 767 Bryant St. #201 San Francisco, CA 94107. Their customer service number is: 1-888-611-8827 or 415-443-9239. ----------------------------------------------------------------------------- So, long story short, here is the abridged version of my yearlong battle with this online company. In Dec. 2009 I decided that I'd like to own a hot tub. I checked all the spa stores in the local Beaverton Oregon area and couldn't seem to come up with a small tub which had all the jets I wanted plus one or two lounger type seats. I started looking online, and before long found a very good looking website called "choose hot tubs direct.com". It had excellant writes-ups on all the spas including detailed info on how they are made, the exact specifications, warrantees, etc. ----- these spas are made (I thought) in San Francisco and are custom orders with options including built in stereos, upgraded cases, any number of jets you want, etc.--------even the customer reviews were stellar. Sooooooooo, after a few days of mulling all of this info over, I pulled the trigger and called the 800 number -------- The salesperson on the phone was courteous and business-like ----- I quizzed him about the time-line for receiving the hot tub -- how long would it take for it to be delivered, etc. --- he had all the right answers and was very reassuring that this was a good solid company and I'd be completely satisfied in every way.---------- The spa was supposed to arrive around the middle of Feb. 2010 ---- that date arrived and I hadn't heard a peep from San Francisco --- I called and tried to contact customer service, but ALWAYS got voicemail, never a real person -- I left 6 or more messages (including emails)but NEVER heard back --- this went on for a couple weeks or more --- finally, after about 12 attempts, I talked with "Lisa" in customer service----- I was pretty steamed by this time --- Oh, she said, I'm sorry but we have been having assorted problems -- in Nov./Dec. we went from getting 30 orders a months to over 300. Plus we changed our shipping company (I interjected, what shipping company?) to which she replied, the company which ships the spas from China to the US) Yikes, I said, I thought the tubs were made in San Francisco! Anyway, I tell her to stop my order, and that I want a full refund immediately! Okay, she said -- later that day I got an email from the owner of the company stating that there are NO REFUNDS on special order hot tubs -- So, after another 8 attempts to get Lisa on the phone (customer service) we have a conversation which concludes with me reinstating the purchase with new concessions from the online company to include a years worth of spa cleaning products, plus doubling the warrantee on the tub, etc., etc. ----- she assures me that the tub will arrive in Beaverton within the next 8 weeks --- so that brings the arrival date to about the end of April ------ -------------------------------------------------------------------------------- The end of April comes, and no hot tub --- no contact from the online company (of course I'm emailing and calling them practically every day for weeks and months) ---- finally get Lisa on the phone again --- they've changed banks and had a couple other problems, but hang in there, the new arrival date for the tub is the middle of July!!! Sooooooo, I hang in there again ------ but alas, you guessed it, the middle of July comes along, and I haven't heard a peep ----- I contact my Credit Union and they initiate a "Chargeback" for the hot tub purchase, but can't garantee I'll get the money back because of the length of time which has passed ---- so, sure-nuff, the chargeback is rejected ------ now it's almost August 2010 ---- I finally get customer service on the line again, and Lisa tells me that she checked her computer info carefully and can't find any record that my hot tub was ever constructed --------
I was totally deflated!! She says to initiate another chargeback and she will sign it and I'll get a full refund ----- So I get my bank to start another chargeback --- they have 45 days to respond (the online Co.) ------ We get within about 10 days of the end of the 45 days and I start calling several times per day trying to reach Lisa --- finally after several days I get someone new on the phone. I'm told Lisa is no longer with the company!! The new person is in training and will try to look into this matter as soon as possible ------ So, the days click by, until there is only one more day until the 45 days are elapsed --- I get a call from my Credit Union stating that they have the receipts in their hand for the chargeback and the 4,395 will be back into my checking account tomorrow!! ----- So, here we are at the end of the biggest marathon/disaster of my purchasing experience --- I had been contemplating a lawsuit, plus advising assorted consumer groups of the more than awful buying experience, and at the stroke of midnight, the funds appear in my account . I've never had an experience anything like this hot tub debacle. I'm hoping that at the very least someone from your watchdog group will look into the very poor practices of this online company and that my account of their dealing with me can help either drum them out of business, or start some sort of legal action against them. Sorry if this story was a bit rambling, but I do get pretty worked up about the whole experience!

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