Here's a copy of the letter I sent to Apollo Spas in which they ignored completely...
I'm writing this letter to relieve a little steam on my behalf. I also think you should know how your company is being represented Recently my wife and I purchased an Apollo Spa from one of your stores. We had been debating on buying one for over a year. After researching different types of spas we decided to go with your spa.
We purchased your Home Show Special for $4195.00 plus we added the ozonator to it, out the door we paid almost $5,000.00. Everyone was very nice and helpful throughout the purchase process This all changed by the time the spa was delivered The delivery guys showed up with the spa and one of the guys opened the access door to the spa and pulled out a plastic bag with owner manuals and other things in it I assumed he was holding it so it wouldn't get in the way when they moved it to our deck The spa was set in place and I was given a very quick run through on the system I asked if they had the ozonator with them to install. They said they had two of them but they were not for us They said we needed to get with the person who sold us the spa The person who sold us the spa had said the deliverers would install it
In addition to the ozonator being missing they had a jet missing from one of the leg jets I asked them about that and they said to get with the sales person. I then asked them about the owners manual and warranty information They said that I need to get that from the sales person. I asked about the package they took out from the spa. They denied taking one out of the spa. I had to ask them politely two more times before they admitted they had taken one out of the spa. Then they said they would get it for me and they brought back the plastic bag they took out but with only a book on one of the pumps and a quick guide piece of paper This was not everything that was originally in the bag and I questioned them about this and they said I needed to get with my sales person to get an owner manual This entire time they seemed to be rushed and didn't want to bother with me.
I called the sales person that day and brought this to his attention. He said he had asked them if they had the ozonator with them to install He said they told him yes. I asked about the jet and he said the guy giving the spa care briefing would take care of it on Sunday. When I came in on Sunday I received an overview on how to take care of the spa. When I asked the guy giving the briefing about the ozonator and the jet he once again referred me to the sales person. After my briefing I was walked over to your supply section and had about 6 bottles of chemicals placed in my hands and was told I needed these. All of this totaled about $80, when I was up front I asked again about the jets and the ozonator. I was told the jet was placed on order and someone would have to come out and install the ozonator. No effort was made to make an appointment and I continued to question about it and the sales person said well I have some here and pulled a bag of 5 or so ozonators out from behind the counter. Then he asked if I could install it. I work aircraft maintenance on military aircraft so it is not problem for me to install it. You would think after buying a brand new spa things would be taken care of. I was a little upset at this time so I told him I would like them to install it. I also told the guy giving the briefing that I would wait to purchase the chemicals when I had the jet and the ozonator installed. He was obviously mad about this and literally through the receipt he had written out on the counter and it fell to the floor
My impression of your company is the only thing your employees care about is making the sale. After the fact they don't want to be bothered with you unless you're buying supplies from them. I don't feel as if I should purchase another $80 in supplies form your company when I paid $5,000 for a spa that is still sitting on my deck with no water in it waiting for your company to find the time to get it working properly. This is a new spa and I feel it should have not even been delivered until it was complete. The orientation I received about my new spa was more focused on a high pressure sale of your supplies rather than actually teaching me how to take care of the spa Then when I didn't buy the chemicals I was just a thorn in someone's side. I still don't have an owner's manual for the spa and I'm waiting on a return call from the sales person to get the jet.
Needless to say I am very disturbed about this whole process. So much so I have talked to my wife about filing a complaint with the Better Business Bureau (BBB). I know that the BBB have no teeth in matters like this but if your future customers are like me or other people I work with. I know they will research something thoroughly before purchasing it. At least I can let my voice be heard to those potential customers.
I hope you take this matter as seriously as I have. If this customer service is representative of all of your stores I feel for the future of your company.
Respectfully,
Timothy B
0 comments