I bought a spa and gazeebo package from the Ontario Superstore that cost $12,500. Upon delivery, the gazeebo was not made correctly. I ordered a 10 X 12 and they made a 12 x 12. After arguing with Joy at the corporate office concerning the fact that they expected the second half of payment before the gazeebo was corrected, the serviceman left (the spa and gazeebo were in pieces all over my front and back yard). This was at 12pm. They returned at 6pm and used my personal saw to cut the pieces of the gazeebo. The job was finished at 9pm so inspection was impossible as I noted on the delivery slip.
The next day, September 16 I inspected the spa and gazeebo and saw that all of the windows and door on the gazeebo closed crooked leaving a gap. I also noticed that the frame under the windows was droopy. There were also numerous points where the screws were exposed, the wood was split, plastic Cal Selec was warped and also numerous cosmetic flaws. I began my calls. I first spoke to Frank (manager of the store), then Cassandra who gave me the regional supervisors extenstion, her name is Julie Gamboa. I have left numerous messages for her and never received a call.
On 9/21/04, Frank personally drove to my house and said that the gazeebo needed to be replaced. On 9/21/04, Joy sent a service tech to try and fix it and he borrowed tools from me. He wedged one widow even more crooked than it was. The service person went back and told Joy that the cement slab was not even (?). I spoke to Ray from Ray's Pool and Spa whom was recommended by Cal Spas on legal papers that I signed about the installation. Ray said that his work was perfect and Cal Spas could find someone else to do their contracting if they question him. I then spoke to Frank at the Onyario store and he said that Ray would go out of business if not for Cal Spas.
On 10/26/04, I spoke to Cassandra whom in turn spoke with Frank and she said that the paperwork was going to be written up for a new gazeebo and that she would submit it for approval.
On 11/4/04, I called Frank to find out status and he said that he would call me back on 11/5. He never called. I then called Julie Gamboa for the 6th time and this time no answer or voicemail.
On 12/8/04 I called and left a message for Frank with Robert at the store because Frank was to busy to talk to me. This was at 10:20am. At 10:30am I left another message for Cassandra. At 4:30pm, I called Frank again and he was aware I called but was at lunch. He did not return my call.
On 12/9/04 I went to the Cal Spas Corporate office and spoke to the Customer Service Manager, Robert Viafranco. He apologized for the poor customer service on Julie Gamboa's part and said that they would have someone at my house within 24 hours to fix the situation. I then received a call from Joy at 3pm and she said that she was sending someone out on 12/10 to jimmy the gazeebo straight and that I needed to go to Home Depot and buy the supplies. I told her that I was not buying supplies for them and that I was told as well as my wife that the gazeebo needed to be completly replaced. She said that the problem was with the cement and that wasn't there problem. I told her to send a tech out to verify and inspect the Gazeebo, and she replied that if no work was going to be done that it was a waste of their time. I then told her that I was being forced to seek legal action and she said that she would add that to my file.
To date I have spoked to Frank, Cassandra, Joy, Robert and left messages for Julie Gamboa on 29 plus occasions.
0 comments