Complaints

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• Initial Complaint

  Date:09/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction : February 2, 2023
  Cost of Transaction : 5648.87
  Item Description : InnovaSpa Feeling spa
  I bought this item brand new with the intention of not wiring or using the spa until 3-4 weeks later as we were leaving on holiday. When I picked the spa up, I was told it was filled up, tested and drained. I explained that it would be sitting outside (covered) and under my deck for a few weeks empty and was assured this wouldn’t be a problem. Last week, I hired an electrician to come and wire the hot tub (receipt attached) on February 27, 2023 and upon completion we filled up the hot tub only to find it leaking all over the place (see pictures attached). I have email threads where this company began to help me and ultimately decided that it’s in no way their issue. Clearly the tub was not drained properly and the freezing temperatures have damaged the tub. The manufacture has been sympathetic to the issue and is helping in some ways. I am simply asking for this company pay the expense to fix this tub, or refund my money.

  Business Response

  Date: 28/03/2023

  In reply to Your letter of March 20. We never received the first one indicated on March 9th Mr ******* purchased a Feeling spa on Jan 31st 2023 and picked it up on Feb 2 nd 2023 When He picked up the spa it was fully drained and in excellent working order Mr ******* took the spa on His truck to ** ****** **** ***** ****** ****** some 4 to 5 hours away from Cornwall From Feb 2nd to when it apparently hooked up on Feb 27 We have no idea between  the time He picked it up and hooked it up  what could have happened Apparently it froze while it was in His possession and freezing is not covered under warranty however We would repair it We offered to go to ****** and repair it however He would have to pay for travel time since it is not covered under warranty travel time would be some 6 to 8 hrs The other option was for Him to bring the spa back to Cornwall and We would repair while He waited however He  refused He complained to the Manufacturer Innova spas out of Quebec and with Us agreed to pay Him 350$ and He could find someone local to repair it Still the spa is not covered for freezing and was doing this as a good will jester Please remember He took it there and should expect to get repairs locally We have been very reasonable with this person and He has been extremely difficult to deal with and taking no responsibility for His actions The customer statement is misleading as He refers to 2 crawford st Brockville and never told You he took it to ****** Quebec If it was in Brockville We would have made arrangements to repair since We repair  spas in the area I feel We have done everything within reason to satisfy Mr *******
  Regards
   
  

  **** ********
  

  Canadiana Spas / Cross Country Enterprises Inc.

  Customer Answer

  Date: 29/03/2023

  
  
  Complaint: 19563122
  
  
  
  I am rejecting this response because:
  

  The entire reason for this complaint is because of the vendor's claim that the new spa was drained, which it was not - upon picking it up, in order to transport to my cottage. The spa was mostly drained, however there was some water remaining in the spa that caused it to freeze - the vendor insists that they drained it 100%, it clearly was not drained - once again, the drain was also closed off, so that any water that could have escaped during transportation was unable to.

  The spa was placed under a fully covered deck and wrapped with plastic to ensure no water entered if the temperatures warmed and rained, which it did not. There was absolutely no chance of water entering the spa during the time it was placed under the deck, until it was wired by an electrician.

  Also, the vendor is pointing out the location of my cottage is in Quebec, which is correct. My home address is in Brockville. I'm not sure what point they're trying to make here, nothing misleading about my address, and where the spa was intended to be delivered.

  Regarding the offer to drive up and fix the tub is accurate (I would have to pay 6 hours travel time). The basis of my complaint is that they left water in the spa, and I'm expected to pay for THEIR mistake. Upon speaking to the manufacture, they agreed to pay a portion of the repair on behalf of the vendor, I had to pay $250 - when I asked the vendor to cover this portion they were belligerent with me and told me to ** ***. It was at this point I understood what kind of company I was dealing with. They refuse to admit they did not completely drain the spa, that caused the damage. I have also conveyed my disappointment to the spa manufacture about this vendor - the manufacture owners will be talking with this distributor about their actions and how they treat customers in the manor that they did. I have open communication with the manufacture and can provide contact names to verify the actions we have both agreed on against this vendor.

  I am happy to provide the email chain with the vendor, they readily agreed to fix the issue without any hesitation, for free, however once they're reminded that the location is further than they're willing to travel, it became my issue and somehow I let water into it. Also, they're willing to drive up and fix it for free ( charging travel time ) is an admission of sorts.

  Please let me know if you would like me to include our email thread on the next response and/or the name of the excellent Lumio representative that worked with me to get my brand new spa finally working.

   

  
  
  Sincerely,
  
  
  
  ******* *******