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Complaint Details
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Initial Complaint
10/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Years ago we bought a Hot Tub from the ************* store and had it delivered our house. Now that it needs repair, the ****************** which is further away from my house, refuses to come out to service it because it's outside of their service area. Wish we would have known before we purchased the hot tub that we would be left out in the cold for repairs after the purchase.Business response
10/02/2023
As with all our customers we take this issue seriously. The customer in question purchased his spa ******* years ago. This brand of spas is no longer being manufactured and has not been carried by Haven Spa Pool and Hearth for many years. Haven provided the customer with contact information for a company that *** have replacement parts for his spa.Customer response
10/02/2023
Complaint: 20686116
I am rejecting this response because it does not address the core complaint. The company is not willing to come a service something that they sold because it is too far. Surely, I am not the only customer for which they have sold hot tubs 10 years ago for which they service.
Sincerely,
*****************************Customer response
10/02/2023
The service manager contacted me after their initial response and offered to come out to service the hot tub in 6 weeks in exchange for an additional $250 on top of their regular service call fees. Although, an additional $250 above their service call fee seems and a 6 week lead time seems a bit excessive, I feel like I have no option but to accept their additional fee and 6 week lead time.Initial Complaint
07/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of occurrence: 6/15/2022 Haven Pools released a very large volume of water onto my property from a residence/pool behind and up the hill from my home. The water flowed from the back of my property, through my landscaping, flooded my grass, flowed along the north side of my home, flooded my crawl space, and was pouring into the street in front of my house. When I called Haven to complain about this, they assured me that this is not the way their worker should be draining water. However, this is the third year that we've had this happen, and have been told in the past by Haven that it would no longer happen. Draining large volumes of water onto someone else's property is against state/county pool drainage law and a terrible business practice. This practice is damaging to our property. Haven needs to end this practice immediately. Pool water should be released directly to the storm drain in the street at the front of this property. The property address that was being serviced is *************************.Business response
08/05/2022
Thank you for providing the address information. Our records do not show that we have drained the pool the last three years in a row, and this is not something that is customarily done with a pool. It was partially drained this year for a repair. We do apologize for any issues or concerns this may have caused.Customer response
08/05/2022
Complaint: 17623902
I am rejecting this response because:The business did not respond to our complaint about their workers draining large volumes of water onto our property. I have no idea what type of service they were completing when the incident occurred. They acknowledge completing a partial drainage this year but do not acknowledge our complaint about letting the water flow onto our property. As stated in the initial complaint, we insist that the business stop this practice and no longer drain water onto our property (regardless of what type of service they are performing-- partial drainage, full drainage or whatever else!). They need to be draining this water directly into the street so it can flow into a storm drain without flowing across our property (which is damaging our landscaping, flooding our grass, and flowing into our crawl space!). Cease and desist with this practice! The business may call us directly if they require further clarification.
Sincerely,
***********************
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