Choose Direct, Island Express, Steve Barbarich, Choosedirect.com, Choosehottubsdirect.com ChooseDirect.com is the parent company of ChooseHotTubsDirect.com, ChooseOutdoorKitchens.com, and ChooseSwimSpasDirect.com -- Spas are shipped from abroad, manuals are poorly translated from other languages, TV parts are incompatible with US technology, company fails to make good on damaged items San Francisco, California

Lets analyze his lies, one at a time:

1. "Hello"

Not much to be said here... like we didn't notice him standing there or something.

2. "In regards to damaged spas, the damaged items were small items, like cover lifters, which we can replace quickly, if they are in stock in our warehouse.   In this case we had to order the items, as they were out of stock.   The customer just took action on their credit card, and got the money back before we could get the parts."

Small items are things like nuts, bolts, you know, little things. NOT LARGE COVER LIFTS, that you NEVER SHIPPED. You can size it to match your own self worth, with is apparently very inflated, but then that's MY opinion of your product and your customer support ability. By the way, if you paid your techs and paid your support companies and paid your employees on time and didn't keep switching banks and changing company names, and actually shipped ANYTHING to your customer s when you promised them, maybe everyone would leave you alone. Which is apparently what you really want, is for everyone you've scammed and screwed to simply shut up and stop griping. That's the corporate american way according to you.

3. Leaks in the tubs are rare.   The plumbing is superb, and we use triple tie banding on all pipes including strong blue pool glue.

Rare is something associated with pink diamonds... and the truth as spoken by Steven Barbarich. This guy actually believes the trash he spews from his lips, and thinks that the world is simply going to believe him because he is Steven Barbarich, entreprenuer. My, i just got off my train of thought. Plumbing is superb? really? Lets see here, none of it meets products standards for use in the US. It will not pass UL or ETL testing, because the "blue pool glue" (say that 20 times Steve, so we can laugh at how stupid and ignorant you sound), substandard at best and definitely not to US standards. The plumbing fittings are a mix of ABS and PVC and this often leads to plumbing leaks when the glue used is not designed for both materials. Many of the fittings used, specifically the "manifolds" are not properly designed to securely hold the extremely poor quality tubing as as a result the tubing is often improperly installed and blows off under pressure. This has been the case on many complaints. As to the triple tie banding... Triple means three, at least it did when I was in school, and the best I can tell ALL the "triple tie banded fittings" have only one(1) weak plastic band that is incapable of holding anything accept my attention as I watch it slowly spinning around from being loose, or on other larger fittings a single (one(1)) cheaply made stripped out metal clamp that has no purpose other than to annoy you when the fitting is leaking and pouring the entire contents of the spa into the base of the spa (like mine did) and submerging all the pumps under 4-5 inches of water, shorting out the system because the tub has no way to let the water out. Did I mention the fact these spas CANNOT meet UL or ETL safety standards? Part of the requirement is for ALL pumps and other electrical components to be mounted no less than 4 inches off the bottom of the spa base to prevent water submersion . Steve, you are NOT a a professional in any regard and certainly know NOTHING about your spas or the LACK of quality parts being used in them. By the way, I emailed all three of your manufacturers, Mona Lisa Sanitary Ware (2008 spas), JNJ Spas (swimspas) and your latest Jazzi Pool and Spas and confirmed with each of them that you have in fact used them for your manufacturing and they they told you that these spas would not meet UL or ETL standards. So you are knowingly buying and selling unsafe spas. Yes I see your new website ads are stating your spas are ETL certified. This is in fact a lie. You have not paid either ETL or UL for ANY certification and I have already called them to confirm you are a fraud.


4. The customer is wrong about the TV.  They are of course made to American standards.  A spa technician, not affiliated with us, told him that so he got the wrong idea.   We sell many TV spas to the American market, it is our most popular item.   They are reliable and made for the American market.


Really? the customer is wrong? Are you possibly from China and simply visiting here? Are you so totally ignorant of the standards here in the United States that you don't even know what the US standards are for Televisions? Lets discuss this amazing enlightenment from the World according to Steve Barbarich!

A. These Televisions do not have any UL or ETL markings, so obviously they are NOT made for the US market.
B. These Televisions are NOT equipped with the standard "F" type connector that ALL televisions made for the US have. These TV's have European/Asian connectors.
C. They come programmed in Chinese. Hmmm, doesn't look US designed to us customers to me.
D. These Televisions are based on old technology that the US left behind when the FCC stopped all further support for ANALOG signal, so this means these TV's won't work for Air signal at all.

Did I mention that they are NOT UL or ETL approved?

And this spa technician that you so quickly denounced as being someone NOT affiliated with your company... Hmmm, the multiple phones I have made to him at YOUR request and your staff's request leads us to believe you are again lying to us.
Charles with Coastside Services has repeatedly helped me and others I have spoken with regarding their problems and he states you contracted with him to provide ALL your customers with support. So are you now telling us you sent us off to some tech who supposedly knows nothing about your spas? I think you, sir, are a d**n fool and incapable of ever telling the truth. Charles has been the only reason you have remained in business as long as you have and he has repeatedly answered his phone, given us honest and truthful answers when you and your staff have done nothing but avoid us and lie regarding anything to do with this crap you call a spa

5. Regarding heaters, heaters can go out on spas from time to time.   We have a warranty on our spas, and replace all necessary parts when they go bad.   We support our products with parts and service.   Like a car, a spa has moving parts, and things can happen.   We replace them, and get the spa working quickly again.

Now this is amazing... I think this really spells it all out. Since I have replaced my heater three times, in less then 4 months, now on your waiting list for the 5th one since August and circuit boards and topside controls 3 times for faulty codes and sticking buttons, I am supposed to believe your further vile vomiting of words as spa doctrine? HOLY CRAP! I need a freaking shovel before I drown here! These heaters aren't just going out you idiot, they are burning us alive you con artist! Passing this crap off as industry standard has got to be the dumbest statement yet! I am going to make sure this is posted and broadcast to every corner of the world so that the spa industry can understand that Steven Barbarich and his Island Escape spas can be used as the benchmark standard and all the other spa manufacturers can understand that their heaters and controls and circuit boards that last for years (AND ARE UL OR ETL APPROVED) must be made wrong for lasting so long.

DID I MENTION NONE OF THIS CRAP IS UL OR ETL APPROVED AND THAT THE CALIFORNIA ENERGY COMMISSION HAS CONFIRMED YOUR PRODUCT IS NOT LISTED WITH THEM?


6. Steve, ceo

Who really gives a d**n about your self elected position. Enjoy your mighty title while it lasts, because I'm more determined than you know to take you and your business down and make you stand before a judge and explain your actions.
You are nothing more than a CON MAN, and everyone, will know your product is highly unsafe, definitely unreliable and illegal.

WOW! Nearly three months later, I get a response. Now allow me to set the record straight, which I can document with volumes of emails, phone records and faxes sent back and forth with this merchant.

Statement No. 1: In regards to damaged spas, the damaged items were small items, like cover lifters, which we can replace quickly, if they are in stock in our warehouse. In this case we had to order the items, as they were out of stock. The customer just took action on their credit card, and got the money back before we could get the parts.

All I got was excuses. I would repeatedly be told that Lisa (lisa@choosedirect.com) -- Director of Customer Service -- would call me but not once did she do that. They know that if they allow time to elapse, you wont be able to file any claim whatsoever with your credit card company. I would continue to get emails with false promises from Sameer (sameer@choosedirect.com), always buying more time but never any specifics. For instance, I am waiting for my new shipment to arrive. I am sure they have extra covers and cover lifter for you. I still have a leaky hot tub, a faulty valve where the water pours into the basement of the hot tub, a non-functioning lifter, a TV that I cannot play most DVDs on or connect my cable to, and plumbing that leaks water into the enclosed portion of the unit. The credit card dispute failed me because too much time had elapsed and I was only compensated for a fraction of my total loss.

Statement No. 2: Leaks in the tubs are rare. The plumbing is superb, and we use triple tie banding on all pipes including strong blue pool glue.

According to their spa tech, he said it is not uncommon that the units have minor plumbing leaks due to shifting in their shipping. The unit comes delivered standing upright on its side and you have to get it unpackaged and lowered onto its base some 1000 pounds for my unit. I have taken off every panel of my unit and still have not found the leak. I had to drain it for the winter even though I have their polar insulation because of the leaky pipes were causing ice to form within the unit and I live in the south! I was advised over the phone how to try and troubleshoot the leak. Still haven't found it! Source: Coastside Services -- www.coastsideservices.com -- spatech@choosedirect.com

Statement No. 3: The customer is wrong about the TV. They are of course made to American standards. A spa technician, not affiliated with us, told him that so he got the wrong idea. We sell many TV spas to the American market, it is our most popular item. They are reliable and made for the American market.

I love the part about the spa technician not affiliated with them. Ha! Here is an email Sameer sent to Michelle, when I complained about the leaks and other issues: Hi Michelle (Michelle@choosedirect.com), Please create a case for xxx (copied on email) and have Charles call him to diagnose what part is leaking. Sameer.

So when Charles called me, he stated that Choose Direct outsources its support to him and said he had recently received one of the spas I had (he confirmed the make and model and said I had one of the new models).

Bottom line, I still cannot connect my cable to the TV and most DVDs do not work in the unit. The spa tech specifically stated the early shipments of this new model had the wrong equipment in them and that he was looking for some type of converter unit but Ive never heard anything back from them. Specifically, I was told the controller unit installed in my unit is designed for Europe. In fact, he stated that when they noticed the wrong equipment in the units, the parts that the TV and stuff are connected to, they halted production until they got it right. Source: Coastside Services -- www.coastsideservices.com -- spatech@choosedirect.com

Statement No. 4: Regarding heaters, heaters can go out on spas from time to time. We have a warranty on our spas, and replace all necessary parts when they go bad. We support our products with parts and service. Like a car, a spa has moving parts, and things can happen. We replace them, and get the spa working quickly again.

The spa tech is the only responsive person in the entire process. He had me go out, tell him what the error code was, and told me that the heater was bad and I needed to replace it. This on a brand new spa. But the heater was sent, which forced me to disconnect the power, remove the side panel, and do the uninstall and install of the unit myself. Took about an hour total. Please do not attempt this on your own if you dont know electrical. And no, the warranty doesnt have a tech come to your house. You have to email photos back and forth and the fella, nice as he is, talks you through everything on the phone. So did I mention that the code for the faulty heater isnt something I could figure out? Thats because I still have an owners and users manual interpreted from another language that is incomprehensible. The spa tech told me they send him a spa of most models so he can help folks over the phone. When you do a view properties on the manual, it states it was created by ???? this is Microsoft user in English! You guessed it, the manual was converted from Chinese English and you can imagine how choppy that is!

By the way, nothing in this unit is US made, so even the wiring diagrams and breakers are all foreign. So dont expect the manual to help you as the translations and diagrams are all incomprehensible.

Thanks you for your response, Mr. CEO. Now the public has the truth. Feel free to make good on the unit at any time and Ill refund the pithy money I got back from my credit card company.

Would you not expect the same "rebuttal" from the owner. I expect no less, but a consumer (several consumers) felt SCAMMED enough to take the time to leave comments about their experience. Had I known what I know now, I would have never ordered ANYTHING from this company.

They still have not completed my order. Depending on which story (3 already) they fed you, or you can believe, but either way, I would like my product. In my 26 week experience, yes it has been 1/2 a year or 6 months or 26 weeks, which ever way you look at it, and I am still waiting for them to ship my spa cover. Steve, says this is rare, but I do not care if I am the only case. And, when your order is late, neither will you.

Steve, if you want to shut me up, SHIP MY SPA COVER!

Hello,

In regards to damaged spas, the damaged items were small items, like cover lifters, which we can replace quickly, if they are in stock in our warehouse.   In this case we had to order the items, as they were out of stock.   The customer just took action on their credit card, and got the money back before we could get the parts.

Leaks in the tubs are rare.   The plumbing is superb, and we use triple tie banding on all pipes including strong blue pool glue.

The customer is wrong about the TV.  They are of course made to American standards.   A spa technician, not affiliated with us, told him that so he got the wrong idea.   We sell many TV spas to the American market, it is our most popular item.   They are reliable and made for the American market.

Regarding heaters, heaters can go out on spas from time to time.   We have a warranty on our spas, and replace all necessary parts when they go bad.   We support our products with parts and service.   Like a car, a spa has moving parts, and things can happen.   We replace them, and get the spa working quickly again.

Steve
ceo