• Report: #1171731

Complaint Review: Western Carolina Softub

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  • Submitted: Fri, August 22, 2014
  • Updated: Fri, August 22, 2014

  • Reported By: Angry Client — Jacksonville Florida
Western Carolina Softub
891 B Patton Avenue Ashville, North Carolina USA

Western Carolina Softub Carolyn and David dishonest, mislead, Ashville North Carolina

*Author of original report: Responce

*REBUTTAL Owner of company: Customer Wants New Tub for Used Tub Price

*Author of original report: Responce

*REBUTTAL Owner of company: Manager of Western Carolina Softub

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lI found this business on Craigslist. My family and I were looking for a pre owned softub on July 19, 2014 I called him and David said they had a couple available. He sent me pics of the softub he had available in the color we wanted. We went over price back and forth. I told him we only had so much to spend of $2500.00 on a softub. We were looking for a softub 300 with 6 seater. I told him I needed it for my back because I had a major back surgery last year. I told him it had to be a 100 percent working tub with no problems because of my health condition. He said ok.

I asked for a warrenty to cover the tub incase any issues arise. They said yes they would give us a 12 MONTH WARRANTY. He told me he would drive it down to Florida included in the $2500.00 price. When they got here part of the price included a $300.00 delivery fee. David and Carolyn drove it down here on July 21st. When they brought it on the truck it was not in a box. Just had a cover over it in a regular personal truck in the back bed liner standing on its side. They took it out of the truck and rolled into my back yard. They set it up. As thy laid it down I did notice it had some wrinkles. He said the wrinkes needed to be pushed out as the water fills the tub. They filled it up. We went over the chlorne instructions. He told us the Chlorine needed to be at 5 on the stick. The jets ran fine and the lighting. I noticed long wrinkes in the inside liner from the first day before filling it with water. Carolyn ad David went over the instructions and the price and reciet. As they were leaving Caroln had told us they did not charge us a delivery fee. They talked about someone who they drove to Ohio to deliver one as well with no fee I should of said something at the time about the delivery fee since she though she did not charge us one.

But a few days into using the tub I noticed wrinkles a long the seams all the way around the tub and mold on the top lid underneith where the seam meets the outside liner.This was on July 30th.  This happens to where the secod wrinkles started. All they way around the seam. I texted David severl times about this. He told me while I was at work we could exchange it for a new one with a differance of $1600.00. I had sent him several photos to how the wrinkles all the way around the tub and the concerns. We know the new ones ae $4100.00 right now on sale So he said we would only pay the differnce. We were happy to exchange at that point. David said he should not have over looked the mold under neith the top lid before he delivered it to us. He said to clean it with baking soda which did not help. I went to a pool place and they said to keep the chlorine at no more then a 3 because of the liner. So David gave us wrong instructions on the chlorine level. We kept the level at the right levels since then. But the inside liner looks like they had replaced it because of the long wrinkles in the tub and the top outside skin seems looks like mushrooms. I think there is problems with the lid. David said he would see if he could send me a new one and never called me back. I left 2 messages and finally I called Carolyn and spoke to her.

I called softub and spoke to someone directly. He said the softub should not be making the issues we have only two weeks after deivery. He said it was better to get a new one ut based on our decision. We could not afford a new one at the time But until these issues arised we were going to bite the bullet and just get a new one. David and Carolyn obviously knew there was a problem with the tub and not from us becasue they are willing to exchange it for a new one. We were going to pay the $1600.00 to get a new one. Then Carolyn wanted to argue with me to charge me ANOTHER delivery fee and sales tax. I told her that was not fair of her to charge us the tax and delivey fee. I have a doctors not stating I do not pay sales tax on a jacuzzi for Theropy for my back. Since we already  paiad a delivery fee we should not have to pay another one since this was not our fault and because we have a 12 month warranty. Softub direct  is not charging delivery fees to Florida and sales tax right now with doctor notes. I called Softub and thats what they told me from Softub Direct.  The whole point is they brough us a bad tub, gave us bad instructions, and wanted to charge us even more money for a new one. We were trying to be reasoable with her but Carolyn has not been

Then on top of it, I paid $2500 cash for the Softub when they got here. David said cash only. If this is a reputable business, they should of charged us on a debit or credit card. If we had to pay the $1600.00 for a new one we would of been happy. $4100-$2500.00 already equals $1600.00.

 

 

 

 

 


This report was posted on Ripoff Report on 08/22/2014 07:26 PM and is a permanent record located here: http://www.ripoffreport.com/r/Western-Carolina-Softub/Ashville-North-Carolina-28806/Western-Carolina-Softub-Carolyn-and-David-dishonest-mislead-Ashville-North-Carolina-1171731. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 0Consumer 2Employee/Owner
Updates & Rebuttals

#1 Author of original report

Responce

AUTHOR: Angry Client - ()

 This record is not set straight on behalf of Carolina Softub. Yes I am correct in my statements. No business is perfect like you say you are. Every business will always have unhappy customers. or they just do not seel enough tubs to show lack of customer service.  I told them before they brought this tub that it needed to be in great condition. That is why I asked for a warranty.  This was a very serious purchase for me. This tub is for my personal health and not to just throw away money. They brought this tub with wrinkles in it. I told them as they  were here that the tub had wrinkles in the top of the inside liner as were we were filling it up. 

David said oh, those wrinkes will just go away as you fill it up. It was not perfect as you delivered it. David told me dont worry that I might see wrinkles as you take it out of the truck. David had also said the chlorine needed to be at a 3 to 5 level.. David had clearly stated that! I went to a pool place and they told me you were wrong. We keep the levels at 3 or lower. I put the correct levels in there. Carolina Softub obviously know there are factory issues with the tub or they would not be willing to exchange it. It clearly looks like there is a new liner put in or the lid needs to be changed. They are not being reasonable by giving us discount on a delivery fee when we already paid one.

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#2 REBUTTAL Owner of company

Customer Wants New Tub for Used Tub Price

AUTHOR: Western Carolina Softub - ()

It very evident this customer wants a new tub for a used tub price.  We furnished this lady with the original owners name and phone number.  She called them and talked with them.  She claimed she didn't pay freight and it was not discussed.  Why would we advertise a used Softub at $2250.00 and invoice her at $2500.00 if we had not thoroughly discussed delivery and setup.  We have all the texts to show exactly what was said.  We asked $2250.00 plus $300.00 delicery and setup which added up to $2550.00.  She stated she would take deal for an even $2500.00.  We asked for cash because we did not want to take an out of state check nor did we want to accept a credit card because of the added costs to run a charge.  There was no way we could have known about the mold on the lid because it was not visible.  It had collected under the lid fold which is an easy fix with baking soda.  She has tried to find every little thing she can possibly find wrong with the tub.  She has been unreasonable and unwilling to asscpt the truth which we have in text messages.  We sent pictures before delivery and when we set the tub up we was very happy with it.  After going over every little detail she was calling within two hours and saying there was something wrong with the tub because it wasn't warm yet.  I had just told her two hours earlier it might be warm enough the next evening for her to get in.  We have tried every way possible to please this lady.  It's very evident she wanted a new tub for a used tub (like new) price. 

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#3 Author of original report

Responce

AUTHOR: Angry Client - ()

David and Carolyn said he would bring us the origional paperwork on the softub. When the came they did not bring it. Again they knew their was mold on the tub which should not have been on there. David admitted he should of aknowledged the mold before he brought it to us. He said to clean it off with baking soda and it DID NOT work.  There is an issue with the lid causing the wrinkles and causing the mold. We check the tub everyday to make sure the chemicals are good. We even emptied the tub and refilled it to see if we could get the mushroom wrinkles out and it did not work. Everytime we take the lid off there is water a long the stitching where the wrinkles are. We were told by softub company that it was better for us to just get a new one.  He told us he would see if he could get us a new lid and never called me back. I left a couple voice mails and no call back. I had to search for Carolyns number to reach her. Again we paid cash, which was requested by David. This tub should of been paid on a credit card with a business. When I called the criagslist add he posted he told me the softub was $2500.00. Nothing at first was discussed about shipping or delivery. He then said he will bring it down for $2500.00 total including delivery. Then the situation happened when they were leaving about their comments about not charging us te delivery fee. I should of said something then and should of asked why did you charge us then after their comments as they left our home. People should not be charged another delivery fee when they have a warranty on items in which issues are not our fault for the tub. All we asked was for a new Softub to pay the differance for a new one. Especially when we were not expecting to have to get a new tub. All we asked was this company to be reasonable and not charge us another delivery fee.

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#4 REBUTTAL Owner of company

Manager of Western Carolina Softub

AUTHOR: David - ()

I am so glad I have the opportunity to set the record straight on behalf of our company and the transaction with this individual. She is partially correct in some of her comments. 

1- We did deliver the Softub to Jacksonville in our company pick-up. We deliver 98% of our tubs on the pick-up. The Softub weighs only 78 lbs. and very portable, it does not require a huge truck for delivery.. 

2-She stated it was delivered without a box. She is right again. It was a used Softub out of the box delivered in a traveling cover that wraps the Softub completely. 

3- She stated it was delivered on its side. That was totally false. The Softub she purchased is 78 inches in diameter. No way could I have se cured the unit well enough standing on its side. The unit was delivered flat, resting on each sidewall of the bed of the truck with rachet straps with protection where the straps touched the Softub.

4-She mentioned the cost of the Softub. She claimed that she pais $2500.00 for the unit. $2500.00 was the total cost of the complete sale. I advertised the Softub on craigslist for $2250.00. She contacted me several times asking questions concerning the Softub, I even supplied her with the previous owners Name and phone number for her to contact them if she had any concerns of the unit. She asked about the delivery of the unit and I said I could bring it to her for $300.00 or meet her half way for $150.00. She chose to have me to bring it ll the way but she only offered me $2500.00 total. I agreed and that is where she got the sale price.

She mentioned the "wrinkles" around the top of the Softub. I have tried and tried to explain to her that those wrinkles are/were caused by chemicals abuse. The Factory will not warrant chemical even on a brand new unit. I express the chemical procedures on every install or sale we do. Even on a used unit I expressed the importance of the chemicals to her. Upon delivery she was well pleased with the condition of the Softub and it was several days later she contacted me with the issues. Again I mentioned the chemical balance. zzc

She has contacted me several times on this issue and I was willing to give her 100% credit on her purchase and sale her a brand new. She could not understand the difference of the price of the new one and the amount she paid for the one she has. She claimed that $1695.00 would be the difference. I am asking you to do the math.

She paid $2250.00 for the used one, a new one cost $4195.00, leaving $1945.00 plus another $300.00 to drive 16 hours to Jacksonville Fla and back to deliver her the new one. Bringing the total tp $2245.00  NOT the $1695.00 she figures. Carolyn mentioned to her on our delivery that she would not make a delivery that distant for that amount again.

I am so sorry that she and this company could not come to an agreement on the price. I resent the acusations of being dishonest. We have tried to get her to see the $$$$$ difference of a new sale but she just didn't get it. We have been a dealer for Softub for over 11 years and this is our very 1st unhappy customer. 

 I am willing to show anyone the original sales contract to prove the figures. We don't hide anything. 

Thank you for allowing me to rebuttal this false claim against our company and especially the integrity of the owner Carolyn and myself.

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