Kady N. on BirdEye
5 months ago
01/27/2021, 09:58 AM
DO NOT DO BUSINESS WITH AQUALIVING!!!!
I ordered my hot tub 7 months ago. I was charged IN FULL because we were not financing. I was told that my spa would take 12-14 weeks due to Covid. At about 12 weeks I tried calling for update. No answer. Then I sent a text and another text and still, no answer. Finally, I got a response. We are having hard time getting parts due to covid. No eta for my spa. Weeks went by, phone calls and texts unanswered. Threatening to speak with boss at least got me a response. Once again a canned lie. I point blank told sales person that I completely understand delays due to covid. I told them that this is their time to shine with Customer Service. I don’t care if it’s the same thing every week that it’s delayed due to Covid I would like a text message or call to know that you haven’t runoff with my money and forgotten about me! When I asked for some compensation since we paid for our hot tub IN FULL, I was told that they would ask the manager. Finally, in January I get a text that my tub is on the truck tomorrow. I asked once again about compensation and was told that I could’ve canceled my order for a full refund but now that it was built I will be charged a 25% restocking fee. I told the sales person that I clearly was never told that because I would’ve taken my money and run along time ago! A week and a half later I still hear nothing and I had to call to find out where it was. I was then instructed to call the delivery company. I called the delivery company and he said he would call me back to schedule a delivery. I told him that I needed two or three days in advance to plan for the electrician to be here. The delivery person text me at 7:55 PM asking if he could deliver the hot tub the next morning. A week and a half later I finally hear from him and my tub is to be delivered that Thursday. This may be of no surprise to you now after reading this review, but my spa was the incorrect color! I was supposed to get driftwood and I ended up with charcoal which was so dirty on the edges were all rough cut. In addition to that, the mosaic tiles had black grout all over the place. Brian the manager thought that he would be so kind as to offer me $500 to keep the incorrect color. I told him that I despise the color and wanted the correct panels. He then said that he could get the panels but he had no idea when they might be able to get them to me. I told him I should get the panels and $500 for compensation. Of course, he was not able to do that. Having no trust in Aqualiving or in Brian with his condescending attitude and absolutely no apology, I told the delivery company to take the hot tub away. This company has the absolute most horrendous customer service of any company I have ever done business with. There is no excuse for paying for a hot tub in full and not getting your calls answered. I would’ve been fine through this whole process knowing that there were delays if I were kept in contact with. The blatant disregard for phone calls and the lies that I was given every single time that I did get a response is sickening. Just remember, when they tell you the hot tub is discounted almost in half of the price that you see online, there’s a reason for that. Brian assured me that I would get a full refund and he was not going to charge me a restocking fee. Really? They screwed up a special order! I did end up filing a dispute with my credit card company because I have no trust or faith in this company whatsoever. It took about a week but I did finally get my full refund. Run far away from this company you can thank me later.