ComplaintsforWarehouse Guys, a div. of C. Metron Enterprises Inc.

• Initial Complaint

  24/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a dual zone swim spa at "Warehouse Guys" in London, Ontario. This purchase was in 2020 and delivered in late May or early June. After struggling to get a couple minor deficiencies taken care off I had a heater issue on the swim side of the spa in early August of this year, 2022. I contacted warehouse guys service. They sent a service tech out about 2 weeks later. After he messed with it I now had zero power to the unit when the only issue originally was when I called for heat it would trip the breaker. He was baffled. He came back about 2 weeks later to reset some of the wiring to no avail. He proceed to tell me I now needed a spa Pac replacement and decided I should replace both at the swim spa side of the unit. Please keep in mind that the unit is still under warranty. Anyhow, the next visit was fruitless as well. The new pacs did nothing. I told him the new pacs were faulty but he disagreed and told me the wiring was not right even after testing and finding nothing wrong with the wiring. "Its impossible for two new pacs to be bad". He told me this. After discussing on speaker phone with the manufacturer of the unit it was finally discovered that, yes, the two pacs were faulty. Guy on the phone said he would ship them out immediately and should arrive in two maybe three days at most, I heard him say this. It's been 3 weeks now and I haven't they havn't contacted me. Its been well over two months since this started. I've called several times. Once they said, waiting for parts, another time, parts are in and just need to arrange a time to go it but the scheduling person wasnt in but would contact me. Still nothing. They also said I would be charged each time they come out but I wont be giving them anything if in fact it ever gets fixed. I just want my swim spa working and the cost of changing the water that went bad with no circulation. I want the new parts warranted as if I just bought that unit the day they fix it. I don't believe I'm asking for much

  Business response

  27/10/2022

  Hello. Just responding to update the BBB that we have spoken to Joe and we have arranged to be at his home on Saturday Oct 29th to bring the new spa packs and hopefully have his unit back in operation. Thank you

  Chris Metron

  519-859-3220

• Initial Complaint

  31/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a new hot tub from these guys and the stainless steel frame was a selling feature because stainless lasts longer and don't rust but my frame has rust all over it and holes rusted right threw(holes) in a 1 year old tub. They came and screwed on a piece of steel and called it fixed on one of the spots but as we know when 2 types of metals meet like this they will corrode fast. After spending 10 grand on I new tub and one year later I have a patched up tub with patches that are not going to last long I don't feel like the issue has been resolved and my investment will not last. I know the guys want to make their money but the manufacturer of this product should be on the hook to make this right as it is a manufacturer defect as stainless doesn't rust like this and could be the same for many tubs. I have a video of the ugliness

  Business response

  21/04/2022

  Business Response /* (1000, 5, 2022/04/06) */ ***************************************************************** ************************************ Hello BBB. In response to the message from *** ****, we have called him and spoken about his issue (which we were aware of). There are some rusting weld joints on his stainless steel hot tub frame. We have discussed having a professional welder remove the problem welds and redo them with proper stainless steel welding material. We have asked *** to refer us a welder of which he is confident will do a great job (as *** is in the welding trade himself). If not, we will find a competent welder to do the fix. It has been suggested to bring his tub back to our store/ facility to do the fix here, then return it to ***. Alternatively, if it can be done successfully at ***s home, and save the inconvenience of removing his hot tub from his home, we will do that as well. I have left *** another voice message today to ask him to contact us to confirm how he wishes to proceed with the repair. I fully expect a resolve to this issue and I am confident all will be concluded positively and professionally. Consumer Response /* (2000, 7, 2022/04/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have been contacted and promised the issue will be resolved at no extra cost to me I just have to decide on a week I can go with the tub. Thanks for working so fast

*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. ↩