This company, Cal Ventures / Spas and More is the worst company you could ever want to deal with! We purchased a spa and fireplace from them on Nov 26. What a major mistake!
Our issues: When purchasing our spa off the showroom floor, one of the side panels had a crack. When we said we would not purchase a spa with a cracked panel, the salesperson and manager of the store (Caine), offered to have it completely replaced prior to delivery and noted this on the invoice. It was also purchased with a brown cover to match our house.
It arrived 8 days later and still had the cracked panel, although now the panel was severely cracked allowing rain to get inside immediately. It also arrived with a GRAY cover that actually had a note taped on to it that said "USED COVER - WASH PRIOR TO GIVING TO CUSTOMER". Also, the skimmer door was completely busted and we were given no manual.
We contacted Caine again at our local store and were told it would be taken care of immediately and the service person (Matt) would be here on 12/6. On 12/7 a very USED and WRONG spa panel was dropped at our front door. We called Caine immediately and told him that it was the wrong panel, would not fit, and asked where our other two items were.in addition we were now having issues with our breaker popping every day and mentioned this issue to Caine as well.
We were told that he would get back to us with an E.T.A. After no reponse with repeated attempts on our part, we called the corporate office in Lynnwood. What a treat! At the corporate office is Lorell, Jim and Butch. Lorell is the service woman, Jim is the owner and manager and Butch is a salesman. All 3 of them are good at not answering the phone, hanging up on you when they are done their side of the conversation and lying continually.
We were promised on 5 occasions that someone would be here and take care of our issues and also advised to make sure we were here at the time to ensure our dogs were inside so the unit could be serviced. So, 5 times I made sure I was here, but they never bothered to show up or call. We are the ones who have had to phone them with each NO-SHOW! And, with each of these 5 no shows, we telephoned Jim and Lorell.
Each time, we were given another excuse as to why the guy didnt show up. Either his car brokedown, he had an accident, he was fired, their was an accident on the freeway near our home, etc.in fact we were told he was fired and not fired some 4 different times. The lying is so bad that one will tell you the guy's car brokedown and the next person within 5 minutes of the last person, will tell you the guy was fired.
Knowing of my husband's frustration over this and that he was being yelled at on the phone by Jim and Butch with every phone call to them, I decided that I would nicely phone them myself and get this taken care of once and for all. Well, I was very much mistaken!
For starters, I had to phone them more than 7 times before someone actually decided to answer my call and then was lied to yet again by Lorell about why it hadnt been serviced yet. Then she hands the telephone to the owner, Jim. Jim comes on the phone and immediately tells me that he doesnt want to hear a word out of my mouth as he already knows the issues.
When I say "Excuse Me?", he tells me to SHUT UP! He then tells me they will get there when they get there and that's that. He also used cuss words to further clarify that he didnt care what I had to say. He also states that he doesn't understand why we have such an issue, as our spa is functioning just fine. When I remind him of the breaker problem, he quickly says "oh yeah, we need to put a volt meter on that to check it too".
I was able to get a few words in however and relayed the fact that we spent over $5k with them, to which Jim replies, "you did NOT, you only spent $3150 with us"! I said "WHAT? You are mistaken, Jim!" I then told him how we too own a business and that the most important thing to us is that our customers are happy and that we take customer service very seriously. I further told him that I couldnt believe how he was yelling at me and the words he was choosing to say and that I didnt deserve or appreciate it. At that time he again reiterated that they will GET HERE WHEN THEY GET HERE and then hung up the phone on me.
I was mistreated so badly on the phone, that I was shaking when I hung up and for a good 1/2 hr after that. I could not believe what I had just experienced.
And to make matters worse. Some two hrs later, Lorell called me to say that they hired a new service person and he would be delivering our items and servicing our tub between 5-6pm this very evening. She also wanted to ensure we would be home yet again. She then explained that Jim was just frustrated when he spoke to me and that he had put us on the top of the list to ensure our unit was taken care of this evening. All I said to Lorell, is "I sure hope the guy shows up". That was last evening, December 20 and now 6 promises of service.
Well, big surprise that the guy didn't show up AGAIN and here we sit some 4 weeks after purchasing our unit, with a badly cracked panel that lets the rain inside, no skimmer door, a used and ugly cover and a breaker that pops daily so we have to reheat it up to our desired temperature every day we wish to use it. This is what we get for giving this company our business!
Do NOT do business with this company. Please heed our advice. We have never dealt with any company that yelled and cussed and told us to shut up on the phone and cared so little about their customers once the money was in their pocket. There is also a location in Fife, WA, but we have had no dealings with them, but we do know they are all owed by Jim in Lynnwood, WA - I wouldnt count on any better of an experience from them either. And also of worthwile mention is that Caine who we purchased from in Arlington, stated our installation fees for the tub and fireplace would not exceed $500, when in actuality it costs us over $1300. Anything to make the sale, I suppose!
We have no plans to ever deal with Jim, Lorell, Butch, Caine or Cal Ventures / Spas and More ever again. And in fact we are discussing our options today with Wells Fargo, who financed this unit for us. If we can pull out of this sale, we most certainly will.
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