ComplaintsforProfessional Pools and Care LLC

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In Nov. 2022 we purchased a hot tub from Professional ****************************** ************************************.The 1st tub Professional Pools (PP) delivered on Aug 1, 2023 wasnt the tub we ordered- similar, but not the upgrades we paid for.The men delivering the hot tub were the owner& his son.The owner offered us a floor model they had that was identical to the one we had ordered.We refused the floor model, concerned about damage & didnt want to pay full price for a floor model.We agreed with the owner that a new hot tub would be ordered. A week later the owners wife called & offered us a tub they had that had the upgrades we paid for but was a different color.We refused this hot tub.I stated wed wait for the newly-ordered tub.On Sept. 7, 2023 I called PP to check the status of our tub.I was told,Well call you when your hot tub ships [from the manufacturer].On Sept. 14, 2023 we got a call from PP saying we were scheduled on Sept. 19, 2023 for delivery.The 2nd tub was delivered.When we opened it to hook up the electrical power we discovered the tub had been manufactured on Aug. 31, 2022 more than a year before.We called PP twice & left messages to have someone call to explain why we had a tub manufactured over a year before.Since then weve had trouble with PP answering our concerns. Weve received differing, conflicting stories why our tub was manufactured a year ago.There is more to this story but with the character restriction, I cant provide all the critical facts needed to understand this issue.We are certain the tub we have was a floor model which PP is trying to deny.We paid for a new model not a floor model. We never received an itemized receipt for our purchase & we dont know what each option cost us nor how much the tub cost.We want PP to truthfully explain the discrepancies in their stories.We want an itemized receipt for our purchase.We are certain the hot tub we have was a floor ********** want a 25% refund on our purchase price which was for a new hot tub.

  

  Business response

  12/07/2023

  In 2022 due to Covid, ******* was only allowing us an allotment of 3 hot tubs at a time, once every three months. On 8/1, we emailed Mrs. ********* letting her know that if she wanted to hold a spot on our allotment that we would require $1,000 down. On 8/5, we sent an itemized breakdown of the hot tub and accessories via email and stated that the price could fluctuate since the tub had not gone into production yet. She agreed and paid the $1,000 on 8/11 to reserve her allotment. The tub went into production on 8/31 as shown by the manufacturer number the homeowner provided. The tub came in earlier than expected and we agreed to waive the storage fee until the homeowners house was ready. On 8/1/2023 we delivered a tub that was exactly the same as the tub that they ordered except it was missing the inline system. This was an honest mistake that we apologized for and told them we would get the correct tub delivered. On 9/19/2023, we delivered the correct tub. The homeowner insists that it was being used as a floor model when it was being stored in our warehouse. We made an honest mistake in delivering the wrong tub and told the homeowner this multiple times. We stored their tub for almost a year at no cost to them and we waived almost the entire delivery fee to end this transaction on good terms. Now they are insisting on us ordering a 2023 model and reimburse 25% of the original tub amount. We have done everything in our power to please this customer, but unfortunately, it's impossible to please every consumer.  

  

  Business response

  12/07/2023

  Attached is the contract for her hot tub with the total price without delivery. This was emailed over to her on 11/05/2022

  

  Business response

  12/07/2023

  Attached is the contract for her hot tub with the total price without delivery. This was emailed over to her on 11/05/2022

  Customer response

  12/12/2023

   
  Complaint: 20941910
  
  I am rejecting this response because: 
  
  Its difficult to have helpful dealings with a business that knows what they are doing is wrong, but continues to fabricate stories that conflict. When we ordered our hot tub, we were told our tub could be stored until delivery, and since no storage fee was mentioned, we believed this to be a service they do for their customers. When the wrong tub was delivered, *************** and subcontractors were helping with delivery when we noticed this tub did not have the $200 In-line system we had paid for. The owner and his son called the store while we waited. We were then offered a floor model that was identical to the one we paid for. We refused the floor model as no discount was being offered. We agreed the only option was to order another tub. They said it would take 7 weeks to arrive Not once were we told, Oh, we found your hot tub in our warehouse and well bring it to you. A week later, the owners wife called and offered us a tub with the options we paid for but was the Tuscan Sun color. We refused this one because of the color, and reiterated wed wait for the newly-ordered tub. After six weeks, I called the store to check on the status of our tub and was told, We will call you when your hot tub ships. Again, I was not told that they found our hot tub in their warehouse. As the business stated, they were allowed three hot tubs at that timeone was the wrongly-delivered tub, one was the floor model identical to the one we paid for, and one was the Tuscan Sun model. Weve since been told conflicting stories about these three hot tubs. Finally, if they knew our hot tub was in their warehouse the entire time, why were we offered two other tubs? Why did it take 7 weeks after the wrong delivery to bring us our tub? Why the farce that they were ordering a new hot tub when they knew they had ours in their warehouse or on the store floor? If they were trying to do everything in their power to please us, why do they continue fabricating so many conflicting stories?
  
  Sincerely,
  
  ***************************

  

  Business response

  12/12/2023

  12-12-2023  ************************* called BBB, she said she is very sorry for the miscommunication but there is nothing they can do for you.  Your order has been completed.

  Customer response

  12/12/2023

   
  Complaint: 20941910
  
  I am rejecting this response because: Is Professional Pools and Care saying they cannot provide an itemized receipt for the $12,183.99 hot tub we purchased? Do they not give receipts to their customers? The only record of this purchase that I was provided is the contract that was uploaded to BBB and has only a total. Its the same contract I was told by the business had an error on it and the listed options were only suggestions, not what was ordered. Its unfortunate that a business operates with such dishonesty and lack of professionalism. They know full well what transpired, what was said, and what they did. And we, the customers, know as well. Our hot tub was stored as a floor model, but we dont feel we should pay full price as we never gave our approval for our hot tub to be used as a display. No discount on a floor model is one thing, but refusing to give a customer an itemized receipt for a $12,183.99 is completely unacceptable.
  
  Sincerely,
  
  ***************************

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