ComplaintsforMiller Pools Inc

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/29/22 we placed an order for a hut tub through Miller Pools and Spas for a Strong E9OL Embark spa in the colors sterling silver and coastal gray. On 5/11/22 Miller Pools and Spas attempted to deliver a hot tub in the color sterling silver and outerbanks. When my husband and I stated that the color did not look coastal gray and the tub was brown and not gray the owner proceeded to argue with loud verbalization that this is the correct color. We had the owner call the factory who confirmed the color was in fact outerbanks and not the color coastal gray as on the order invoice. The owner proceeds to say that the tub we want doesn't come in that color anyways and argued that this color matches our house. We offered to try to purchase a tub in the showroom but the owner states they don't have one in the color that we ordered. The owner was upset that we would not accept the tub in the wrong color and we stated we were sorry and asked how we could make this work. The owner states "No, I'm sorry because now I have to go to the bank and borrow money to pay for this hot tub" At no time did the owner acknowledge the mistake of the order or take ownership in any way. We are asking for our $500 deposit back as Miller Pools and Spas were unable to sale us the hot tub in the color in which we ordered. We wanted this specific color to match our exterior house and deck as the tub would be sitting outside.

  Business response

  07/13/2022

  In response to the complaint posted on 5-12-2022: 
  
  The deposit clearly states that the deposit is non-refundable. 

  
  The deposit does not cover the cost of special freight, delivery and return of the spa. 

  
  The Brochure submitted in the complaint is from a different series of spa. The spa ordered was the Embark series which does not offer Coastal Gray. Coastal gray is only offered on the Summit series. 

  
  I offer no comment on rude comments concerning my mannerism described as I attempted to clarify the color of cabinet with the factory. 

  
  THANKING YOU FOR YOUR ATTENTION, 
  DONALD *. M*****, ** OWNER MILLER POOLS & SPAS 
  

  
  

  Customer response

  07/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hi ******** 

  
  Yes, please change the complaint to dissatisfied. What is my next step from here? 

  
  Thank you! 
  ******* ********* 

  
  

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