ComplaintsforBurnett Pools & Spas

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had purchased a Fantasy Spa from B****** Pools & Spas of Canfield back in 2016. Pipes cracked and would not hold water. Called the B****** Spas in Cortland to see about getting it fixed. Service call was made, determined spa would have to be taken back to warehouse, possible repair and new top in August of 2023. Thought about costs and wanted to check out costs on new one. Went to the Cortland show room location on Saturday, 18 March of 2023. Spoke to Ida K**** Store Manager. She had sent options via email, several email conversations before trip up. Was at the store for several hours going over costs, possible options including financing through Wells Fargo. She provided a summary of costs, with $3,500 down, payments at $55 per month for a new Embrace spa for $5,590 including removal of old spa for $200. She was to get in touch on Monday, 20th to finalize the transaction. Paperwork with Wells Fargo could not be shared due to privacy restrictions via print out or email, which did not sit right. She would inset figures via phone so another trip wasn't necessary. On Monday, Ida sent via email another estimate with costs being escalated to $6,786.48!!! First, tried to say, she gave correct paperwork on Saturday, provided her a scan of what was given on Saturday. She sent back a copy with the $6,786.48, figures changed and added in, which were not discussed. Said there was a miscommunication and apologized on her part, said I would have a new spa for $55. per month with no interest payments. In my opinion, this is called a bait and switch tactic, which I do NOT appreciate, wondering how many others fall for this?! Called the Service Department to requested spa repair & new top again not until August. Sent a letter to Alan B******* with copies of paperwork asking why??!! No one should have to be treated this way when I was present in the store on the 18th for several hours! Did she not realize at that time the errors made in presentation? Why were they not disclosed?

  Business response

  04/03/2023

  Making a big purchase takes time and effort for both the sales person and the purchase person. Determining what you want, in what color, and how to pay for it can be complicated.

  To allow for easier payment options to our customers we offer Wells Fargo Financing. This is directly through Wells Fargo and it is currently 0% APR if paid within X number of months. That is all the information we are given prior to application approval and we understand the frustration this can cause for someone wanting to read the fine print of  the program before applying. Wells Fargo provides you, as their customer, with that information to your email privately after an application is approved.  

  B****** Pools is happy to offer customers a Cash Discount on contract purchases that do not go with the Finance Program. You will notice that on your Quote under Finance Program, it states "Cash Option" this is the very best price we have to offer our customers, for paying cash and not going with the Financed Program. There is no bait and switch in the information you were given, nor does B****** Pools appreciate that accusation. Your quote clearly states that is the Cash Option, which is a Cash Discount we provide to you. Towards the end of your quote process you asked about the Finance Program after you were given a copy of your Cash Quote, you did not request a new quote with the Finance Information. 

  Your letter was received by the owner and was given to the General Manager, whom called you from his company cell phone. You have chosen to personally adjust how you receive calls from private numbers so there was some delays in that communication. Please keep that in mind in the future to let staff returning calls know that private calls do not come through. All B****** Pools company cell phones show up as private to ensure customers call the store for their needs at all times and that calls are only received during business hours.

  If you would be interested in revisiting the purchase of a new spa in the future with a better understanding of how this process works please let us know, otherwise you are on the spa repair list and we will be in touch closer to the time we can bring your spa back for repairs. 

   

   

  Customer response

  04/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. They are going to fix the spa, which was agreeable. On a side note in regards to comments. There was not any mention made between the difference of "cash option" vs financial during a 2 hour conversation at store or via email. It was based on the $5000 plus with financing. Was shared via phone, there is a difference between the two prices, which was not aware of until the following Monday. The discussion at the store with Ida and via text focused on that price, Wells Fargo financing with xx amount down, $55.00 per month. When she emailed the $6000 plus costs written on take home sheet, that was the first time I was aware of price differences. Was shared by the General Manager, he was present in the store for two days to go over training with staff so another situation does not occur, which is great for the staff. 

  Thank you for your time and consideration in this matter. 

  
  Regards,
  
  ***** *******

  Customer response

  05/24/2023

  Complaint Type:
  

  Service Issues
  
  Problem:
  After the last complaint with request of resolution with spa being repaired, spa was picked up on April 6th, moving up the ladder to number 4 vs 8 on list of repairs. Kevin agreed to completing repairs at $1500, new top $658 (?), cleaning out pipes after repairs were made for white mold, $200 and a new filter when spa is to be returned, $40.00. He was provided credit card numbers to complete repairs. Kevin also stated, once pool season opens in May, repairs will be more difficult to be made with returns in August/September due to the lack of workers in warehouse. Called May 1st at 2:55, leaving a message to see what was going on with spa since there was a lack of communication. No response. Calls made on: May 7th at2:31; May 10th 2:06 leaving message and at 2:05; May 22nd at 9:47. The voice mail had been changed to reflect issues with IT and pool opening schedule, to text to: (330) 522-1280. Text sent on May 10th with response from Corrina S*****, stating Kevin was no longer with the company, will email. Email stated computer issues with IT department, pool season opening making harder to get to spas, after the week of the 10th, will schedule guys for spas, follow up within a week. Nothing happened nor has it happened. Called her number and left message, sent another email regarding displeasure with the repairs being completed in a timely manner. The lack of spa is impeding physical therapy with water aerobics. IF a company knows of issues with computers and IT prior to opening season, why weren't these corrected? Did Kevin's departure impede opening season and repairs? IF so, why aren't the consumers provided necessary communications? IF the company knew he was leaving, why not hire someone to take his place vs leaving us hanging. A HUGE lack of communication, return calls or emails. Will NEVER recommend this Business for pools or spas. Due to the lack ofs...a discount should be provided for lack of communication and responses by employees.
  
  Desired Outcome:
  Finish the job; Billing adjustment

  Business response

  06/14/2023

  The owner of the company ended up calling her and gave her the two options we had for her. I am unaware of her response, but her complaint was addressed with a phone call.

   

  Christine G*****
  
  Vice President of Finance

  Customer response

  06/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  The sad reality is, the projected estimated costs per Burnett Pools & Spas were 2x higher than a private plumber who is going to repair the spa today. Feel this was the best possible solution for all involved.

  Thank you for your time and consideration in the resolution of the situation.
  
  Regards,
  
  ***** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩