Lifestyle Spas Lifestyle Pools and Spas, Lifestyle Outdoor DO NOT BE FOOLED Van Nuys, California

The person hiding behind this report is Dorinda Davenport. She is a person who has baffled everyone in our company including myself. Choosing to turn a simple and entirely resolved matter into something personal.

Her entire dispute stems from a mfg. defect on a $210 accessory device installed on her spa, which is used to assist removal of the spa cover. The spa and the device were installed at her home back on March 2^nd 2010.

In early July of 2010, we were notified about a problem with her cover lift not opening properly, months after initial installation. Upon first inspection on July 14^th, 2010, it appeared that the proper opening of the device was hampered by new construction all around the spa including but not limited to posts, solid walls, a waterfall and wood screen, all of which was added to the spa by the homeowner, months after our delivery back in March. 

Further review did reveal that there was in fact a defect in the lift bracket, which unfortunately, we were completely unaware of at the time. This is now a well known documented defect originating from Leisure Concepts (the mfg.) and California Specialty Distributors (the supplier) The problem effected hundreds of dealers like ourselves, all around the country which resulted in a backordered wait for us to get the corrected part.

Once the replacement parts were received on the week of July 26th, they were installed on her spa July 29^th. This was done as quickly as humanly possible. Ms. Davenport was required to partially dismantle a post next to her spa so that we had access to installing the replacement brackets. (It took her contractor about an hour).  During this period Ms Davenport elected to file a $700 charge back dispute on her credit card (unbeknown to us) for what she claims was fair compensation for her “pain and suffering” Something entirely beyond our control. 

She never requested any compensation from us but instead chose to reverse charges behind our back for $700, which we felt was totally unreasonable. Our credit card company agreed with us and reversed the $700 charge back once the matter was reviewed. This is apparently what sent her into a phone rage against me on Sept 16^th (More than 6 weeks after the part was replaced) screaming and threatening me and then hanging up on me. This is a person with bigger issues than a defective cover lift.

The next day after she cooled down I called her back and offered her a sincere apology for any inconvenience she experienced with our company and an invitation to visit my store and meet me personally where I would gladly provide some complimentary products. All with my assurance of providing her with lifelong service to her spa and unlimited Q&A support.

Lifestyle Outdoor was established in 1984 and has survived 3 major recessions by respecting our more than 16,000 customers while providing unparalleled support throughout the buying and ownership experience. It’s unfortunate that Ms Davenport chooses now to air her grievances in such a vindictive and unscrupulous manner while refusing our efforts to settle the matter.

The person hiding behind this report is Dorinda Davenport. She is a person who has baffled everyone in our company including myself. Choosing to turn a simple and entirely resolved matter into something personal. 

Her entire dispute stems from a mfg. defect on a $210 accessory device installed on her spa, which is used to assist removal of the spa cover. The spa and the device were installed at her home back on March 2^nd 2010.

In early July of 2010, we were notified about a problem with her cover lift not opening properly, months after initial installation. Upon first inspection on July 14^th, 2010, it appeared that the proper opening of the device was hampered by new construction all around the spa including but not limited to posts, solid walls, a waterfall and wood screen, all of which was added to the spa by the homeowner, months after our delivery back in March. 

Further review did reveal that there was in fact a defect in the lift bracket, which unfortunately, we were completely unaware of at the time. This is now a well known documented defect originating from Leisure Concepts (the mfg.) and California Specialty Distributors (the supplier) The problem effected hundreds of dealers like ourselves, all around the country which resulted in a backordered wait for us to get the corrected part.

Once the replacement parts were received on the week of July 26th, they were installed on her spa July 29^th. This was done as quickly as humanly possible. Ms. Davenport was required to partially dismantle a post next to her spa so that we had access to installing the replacement brackets. (It took her contractor about an hour).  During this period Ms Davenport elected to file a $700 charge back dispute on her credit card (unbeknown to us) for what she claims was fair compensation for her “pain and suffering” Something entirely beyond our control. 

She never requested any compensation from us but instead chose to reverse charges behind our back for $700, which we felt was totally unreasonable. Our credit card company agreed with us and reversed the $700 charge back once the matter was reviewed. This is apparently what sent her into a phone rage against me on Sept 16^th (More than 6 weeks after the part was replaced) screaming and threatening me and then hanging up on me. This is a person with bigger issues than a defective cover lift.

The next day after she cooled down I called her back and offered her a sincere apology for any inconvenience she experienced with our company and an invitation to visit my store and meet me personally where I would gladly provide some complimentary products. All with my assurance of providing her with lifelong service to her spa and unlimited Q&A support.

Lifestyle Outdoor was established in 1984 and has survived 3 major recessions by respecting our more than 16,000 customers while providing unparalleled support throughout the buying and ownership experience. It’s unfortunate that Ms Davenport chooses now to air her grievances in such a vindictive and unscrupulous manner while refusing our efforts to settle the matter.

Hiding?  I could not be hiding by filing a report/review about my experience. 

Entirely resolved?  Not yet.

You were aware of the part defect prior to July.  I had spoken to several of your employees who confirmed the defect.  It just wasn't repaired until after you admitted that there was a defect which occurred in July.

The building around my spa was build with your specifications both verbally and written.  And it proved to not be a problem with the functioning of the lift after all.

As we discussed the $700 charge back was my only option to possibly forgoe further "pain and suffering" as you had not yet admitted that it was a "defect".

"Your credit card company" is actually the company I used to pay you.  So, I think it's my credit card company as well.

"Fair compensation" has not as yet been reached between us.  I thought by our last phone call that it would be at some point.  I'm not so sure now.

"Phone rage"?  Come on Jeff, do I deserve that?  Is crying considered "rage" in your world?

I in no way "screamed and threatened".  I merely requested compensation.  Which you now obviously agree was appropriate.

After I cooled down?  I think it was you, who called after I spoke with your employee Jim Bogart, who calmed down because you then realized the impact of this situation in which you did not provide stellar customer service as you proclaim.

Offering me a few free supplies does not make up for my going thru this aggravating experience with you.

I guess we are back to square one.

By the way...

I was never asking for a refund for the lift itself.  I thought it obvious but, I was asking for compensation for being refused proper service in a timely manner.