[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because issue has not been resolved Unless we received a check to cover the cost to have our cabinets repainted this complaint is not resolvedIn response to the statement received from Superior Home Furnishing Owners [redacted] and [redacted] Force It is very perplexing to hear [redacted] (Co – Owner) state that upon receiving back our cabinets the first time he did not see any issuesThis is FALSE! To state again – there were finger prints in the paint, visible saw cuts in the back of the cabinets, front panels were not square, the banding on the shelves was coming off, microwave cabinet had such a large gap between the side and base it could hold a pencil, and misfired nails protruding into the cabinets .The issues were clearly marked and we have photos( We even have peg holes that don’t line up, so our shelves don’t sit level but didn’t notice this until later on- and we just let that one go) It took several emails and calls to [redacted] who did not respondEventually we spoke with her husband We felt it was important for them to see these issues and we sent them photos Any reputable company would be embarrassed that this type of quality left their shop and would bend over backward to make it right- which is all we were seeking from [redacted] and [redacted] – to make it right After some more conversations they agreed to pick up the cabinets [redacted] called after they received the cabinets back and indicated he would like to just cancel the order; as he thought we were too picky and he would not be able to please usI don’t know anyone who is in the cabinet business who would have sent these cabinets out to a customer!! They were in no way a comparable product to KraftMaid or [redacted] brand as they advertise We just wanted what we ordered at the quality level they advertise and display on their showroom floorWe were already thousands of dollars into our remodelWe ordered these cabinets at custom sizes to fit our kitchenOur floating engineered hard wood floor had already been installed- which involved cutting out the all areas in which the cabinets would sitAfter more conversation [redacted] agreed to fix the issuesSeveral months later we received our cabinets back and we accepted the order Three months later the paint on the cabinets began to separate where the panel meets the frame on every cabinet door and fixed panel We contacted [redacted] again and sent photos We have had two professionals come in and provide a quote on the cost to strip and repaint the cabinets and provide a warranty(This is also when we found out that the cabinets were not painted with the right type of paint or painting process) There was never any cleaning agent used on the cabinetsIt is obvious the painting was not done right it is on every cabinet door and drawer in the same location where the panel meets the frame [redacted] has not been able to provide a quality professional painter and will not pay for the cost to have them repaintedHe offered to split the cost with us – which why would I pay more for something to be fixed that was not done right originally We even tried to bring the cost down for him by only asking him to pay to repaint the cabinets – we would prep the doors and panel ourselves (which will be hours of labor) Asking for $is not unreasonable- actually I feel we are being GENEROUSThis has been going on for over a year and the stress this has caused us is by far exceeding the cost in which we are asking them to pay If you can’t meet the quality of KraftMaid and [redacted] then don’t advertise that you can We are seeking to hire a professional painter and want the cost covered by Superior Home Furnishing in the amount of $ [redacted] & [redacted] Regards, [redacted] ***
v\: [redacted] o\: [redacted] w\: [redacted] Superior Home Furnishings / [redacted] Style Definitions */ Mr [redacted] ordered a hot tub and was informed of the wiring requirements, which is the customer’s responsibility to have installed (See exhibit A for Wiring Diagram, which is explained to the customer at time of purchase and also in the owner’s manual) AMP GFCI Box AMP Breaker in main box 6/wires with a ground connecting it all and leave pony tail at tub placement We delivered and installed the hot tub on 7-7- The wire coming out of the conduit was 6/with a ground therefor we hooked the wire into the circuit board, assuming all of the wiring was correct Below is the correspondence between Mr***, our service department and the manufacturer service department (Strong Spas) [redacted] called Superior Home Furnishings 3/12/- He stated Strong Spas said he needs a circuit board 3/12/ [redacted] Called Strong Spas and ordered the circuit board (as directed by the customer and service technician at Strong Spas) (same day the customer called) Strong Spas shipped the circuit board on 3/26/15, delivered to the customer on 3/31/ The customer did not want to pay a trip charge to have Superior Home Furnishings install the new board On 4/1/the customer called Strong Spas stating he installed the circuit board and it is not working According to the notes from Strong Spas, Mr [redacted] had many items plugged in the wrong spot and nothing was working correctly (The pump was plugged into ozone, ozone plugged into av, etc.) Strong Spas Resolution: Had him change to the old circuit board configuration, started getting SA code caused by sensor A plug being loose When the call was finished all pumps responded as they should and the temp was increasing Could not confirm that the stereo or ozonator are working (**if not, they were fried when customer plugged it into a 240V position on the motherboard) April 21, [redacted] "***" called Superior Home Furnishings and stated he installed the new board and it worked for week and stopped, but also stated he hasn't had the tub working for months (although first call with an issue was 3/12/15) We told Mr [redacted] that we would send a tech to figure out why the boards are going bad and it sounded like an electrical problem We said we would waive the trip charge if Mr***’s electric was all correct, however if it was the result of his electric being incorrect there would be a trip charge fee Mr [redacted] agreed April 23, Superior Home Furnishings sent technician (days after calling on 4/21) – Our tech was able to review the wire going from the main box to the GFCI, the GFCI into conduit and the wire coming out of the conduit The tech took photos of the wiring and the customers breaker - The correct wire is located at the tub, to be connected to the circuit board (Exhibit B-picture of correct wire going into circuit board) but after further review of the disconnect box, it is NOT correct wire from house to disconnect and there are additional breakers within disconnect which is not allowed by the manufacturer of the hot tub Mr [redacted] has the wrong gauge wire coming out of the disconnect going into the conduit However, the correct wire is coming out of the conduit at the tub obviously resulting in the different gauge wire possibly being spliced somewhere inside the conduit (Exhibit C-picture of Mr***’s GFCI box ) The customer wants another tub or someone to fix it He said he would call Strong Spas to complain We (SHF) explained, it's not the tub, it’s the wiring and he needs an electrician to fix the electrical before the tub will run appropriatelyStrong Spas explained the same issues with wiring and it needs to be corrected before further action can be taken Both Strong Spas and Superior Home Furnishings told Mr ***, the tub is not at fault and it will keep ruining circuit boards until the wiring is replaced and not spliced ***, [redacted] and [redacted] from Superior Home Furnishings have each had conversations with Mr*** Each conversation goes the same way Mr [redacted] being completely belligerent by yelling and screaming Mr [redacted] has made it impossible to have a civil conversation If Mr [redacted] spoke to a Judge the way he spoke to the three of us he would be held for Contempt of Court, if he spoke to a police officer the same way he would be arrested for Disorderly Conduct Mr [redacted] does not want to accept any responsibility for the hot tubs board malfunctioning when clearly it is a result of his wiring Superior Home Furnishings has covered all of the circuit boards thus far and cannot replace yet another board due to the fact that we now know the boards were destroyed with incorrect wiring Mr [redacted] is responsible for the purchase of a new board, which is $450/plus tax If Mr [redacted] would like Superior Home Furnishings to install there is a $125/trip charge, $35/hour labor rate and $0.55/mile Exhibit A Exhibit B Exhibit C
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]Complaint: ***I am rejecting this response because: Superior Home Furnishings did not give us any wiring diagrams or requirements when we purchased the hot tubThey had a young kid meet us a a small warehouse northwest of *** ** and had him, show us hot tubs that were in a dark warehouse in some small townThe only thing that the kid who showed us the Spa's wanted was a check before we left for the Spa we picked out(the kid showing the Spa's was a very nice young man)and said they would deliver, install, and fill hot tub with a demo on the use of hot tub and we were told by *** that a year parts and labor warranty came with the purchaseNEVER ANY MENTION OF SERVICE CALL CHARGES EVERYTIME THEY COME OUT TO WARRANTY THE SPA, WHICH NOW THERE ARE MILEAGE CHARGES AND COST OF THE PART, Sounds like a parts and labor warranty to me????).
The owner *** was not there when we purchased it and his wife is the other employee that he tries to hide as a outside non judgmental person who claims I was belligerent on the phone, *** has continually been dishonest and has never once called to accept any responsibility or try to come to some kind of of resolution and frankly all I have heard is how I was mean and yellingOne I was never ever yelling at anyone and yes I was upset because I just spent a lot of money and I was getting the run around. Also his staff was very rude to me and my fiancé and the electrician that came out to show his tech that everything was run correctly to the house and tubThe fact these people have taking advantage of us and others based on reviews we have seen, and the fact that *** the owner has not told the truth repeatedly, and the fact that this hot tub would not work the day they came down and installed it, they had to take the board out the day and return the next day with a new board!!! This happened on the day that they delivered it, because it was broke and it would not work!!!!!!and that includes hooking the electric upIt was not until the tub had quit working for the 4th time that they sent someone down and only said it was the electrical after replacing boardsHonestly they have no clue what's wrong and they are blaming the consumer so they can clean there hands of itGood grief,these people are good at conning there customers and the public! I am a easy person to get along with unless you try and take my hard earned money and are not a man of your word! I am done trying to work it out with *** or *** or whoever might be working there when you call to try and get customer service. These people and I will have my day in court and justice will be served!!!
I am sure there will be more complaints coming to the Revdex.com
This business is a fraud and we will fight all the way to the attorney generals officeWe have both electricians that came out when they sent unqualified people there that could have harm us by hooking the electrical up backwardsWater and electricity are very dangerous together! I would think they would want somebody certified if they are taking the liability on by hooking up and installing the Spa'sPlease, Revdex.com of KC, You may want to ask *** the owner if he would send proof of certification that shows his guys (by himself) and the different guys that followed(shows no one likes to work for the guy) and he has guy trying to deliver a 2k pound spa, if his guys are certified electricians, and if they have some certification to install Strong Spa's? I will bet based on what the installer's told us that not one of his guys has any certification or license to install Strong Spa's, let alone a electrical certification
My attorney( *** *** ###-###-####), will be in contact with Superior Home Furnishings,
Regards,*** ***
Superior Home Furnishings
First I would like to say [redacted] and [redacted] are very nice folks
and I am disappointed that we could not agree on a resolution.
In response to their complaint
1.
The drawers are Amish dovetailed front and back,
exactly as they viewed them in our showroom.
Both [redacted] and [redacted] knew exactly how the drawers were constructed upon
placing the order
2.
Upon picking up the cabinets and examining their
complaints in our custom shop, I became concerned we could never satisfy [redacted]
and [redacted]. They had tape on the cabinets
where the supposed issues were. On
9/10ths of their concerns I could find no issue. I then called [redacted] and told him I would like
to refund their money in full, having the feeling that nothing would satisfy
their expectations. [redacted] refused to take
a full refund
3.
We refinished all of the cabinets, including the
majority of which we saw no issue
4.
After refinishing the cabinets we delivered them
back to [redacted] and [redacted] and they signed off that they accepted and approved the
work
5.
Months later [redacted] contacted me stating that some
doors are chipping. We picked up of
the concerned doors. [redacted] asked that we
refinish one door for his examination. I
personally inspected the door before sending it back to [redacted]. The door finish quality was as perfect as any
custom cabinet door could be. Upon
delivering the door to [redacted] he contacted me and said it was not acceptable. This goes directly back to why I offered a
full refund and wanted to pick up all of the cabinets having the feeling this
would be the road we would go down.
6.
Once again, [redacted] and [redacted] accepted and approved
the cabinets on the second delivery.
7.
We do not know what caused the chipping of the
doors. There are many factors that can
contribute to this. For example the
cleaning agent used to wipe them down.
8.
Even though I believed that the cabinet issues
were caused from something outside our control I offered [redacted] to pay half for a
local paint finisher to repaint the cabinets.
[redacted] refused
9.
After offering full refund and being refused and
then offering to pay half of the refinish and being refused I did not believe
that these customers would ever be completely satisfied regardless of
quality.
Sincerely,
[redacted]
Force
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because issue has not been resolved. Unless we received a check to cover the cost to have our cabinets repainted this complaint is not resolved. In response to the statement received from Superior Home
Furnishing Owners [redacted] and [redacted] Force.
It is very perplexing to hear [redacted] (Co – Owner) state that
upon receiving back our cabinets the first time he did not see any issues. This
is FALSE! To state again – there were
finger prints in the paint, visible saw cuts in the back of the cabinets, front
panels were not square, the banding on the shelves was coming off, microwave
cabinet had such a large gap between the side and base it could hold a pencil,
and misfired nails protruding into the cabinets .The issues were clearly marked
and we have photos. ( We even have peg holes that don’t line up, so our shelves
don’t sit level but didn’t notice this until later on- and we just let that one
go).
It took several emails and calls to [redacted] who did not
respond. Eventually we spoke with her husband. We felt it was important for them to see these
issues and we sent them photos. Any
reputable company would be embarrassed that this type of quality left their
shop and would bend over backward to make it right- which is all we were
seeking from [redacted] and [redacted] – to make it right. After some more conversations they agreed to
pick up the cabinets. [redacted] called after they received the cabinets back and
indicated he would like to just cancel the order; as he thought we were too
picky and he would not be able to please us. I don’t know anyone who is in the
cabinet business who would have sent these cabinets out to a customer!! They
were in no way a comparable product to KraftMaid or [redacted] brand as they
advertise. We just wanted what we
ordered at the quality level they advertise and display on their showroom
floor. We were already thousands of dollars into our remodel. We ordered these
cabinets at custom sizes to fit our kitchen. Our floating engineered hard wood
floor had already been installed- which involved cutting out the all areas in
which the cabinets would sit. After more conversation [redacted] agreed to fix the
issues. Several months later we received our cabinets back and we accepted the
order.
Three months later the paint on the cabinets began to
separate where the panel meets the frame on every cabinet door and fixed panel.
We contacted [redacted] again and sent photos.
We have had two professionals come in and provide a quote on
the cost to strip and repaint the cabinets and provide a warranty. (This is
also when we found out that the cabinets were not painted with the right type
of paint or painting process).
There was never any cleaning agent used on the cabinets. It
is obvious the painting was not done right… it is on every cabinet door and
drawer in the same location where the panel meets the frame. [redacted] has not been able to provide a quality
professional painter and will not pay for the cost to have them repainted. He
offered to split the cost with us – which why would I pay more for something to
be fixed that was not done right originally.
We even tried to bring the cost down for him by only asking him to pay
to repaint the cabinets – we would prep the doors and panel ourselves (which
will be hours of labor).
Asking for $1780.00 is not unreasonable- actually I feel we
are being GENEROUS. This has been going on for over a year and the stress this
has caused us is by far exceeding the cost in which we are asking them to
pay. If you can’t meet the quality of
KraftMaid and [redacted] then don’t advertise that you can.
We are seeking to hire a professional painter and want the
cost covered by Superior Home Furnishing in the amount of $1780.00.
[redacted] & [redacted]
Regards,
[redacted]
Superior Home Furnishings
Mr[redacted] ordered a hot tub
and was informed of the wiring requirements, which is the customer's responsibility
to have installed. (See exhibit A for
Wiring Diagram, which is explained to the customer at time of purchase and also
in the owner's manual)
AMP GFCI Box
AMP Breaker in main box
6/wires with a ground
connecting it all and leave pony tail at tub placement
We delivered and installed the
hot tub on 7-7- The wire coming out
of the conduit was 6/with a ground therefor we hooked the wire into the
circuit board, assuming all of the wiring was correct
Below is the correspondence
between Mr[redacted], our service department and the manufacturer service
department (Strong Spas)
[redacted] called Superior Home Furnishings
3/12/- He stated Strong Spas said he needs a circuit board
3/12/15 [redacted] Called Strong Spas and ordered
the circuit board (as directed by the customer and service technician at Strong
Spas) (same day the customer called)
Strong Spas shipped the circuit board on 3/26/15,
delivered to the customer on 3/31/15.
The customer did not want to pay a trip charge to have Superior Home
Furnishings install the new board.
On 4/1/the customer called Strong Spas stating
he installed the circuit board and it is not working According to the
notes from Strong Spas, Mr[redacted] had many items plugged in the wrong spot and
nothing was working correctly (The pump was plugged into ozone, ozone
plugged into av, etc.)
Strong Spas Resolution: Had him change to the old
circuit board configuration, started getting SA code caused by sensor A plug
being loose When the call was finished all pumps responded as they
should and the temp was increasing Could not confirm that the stereo or
ozonator are working (**if not, they were fried when customer plugged it into a
240V position on the motherboard)
April 21, [redacted] "[redacted]" called
Superior Home Furnishings and stated he installed the new board and it worked
for week and stopped, but also stated he hasn't had the tub working for
months (although first call with an issue was 3/12/15)
We told Mr[redacted] that we would send a tech to
figure out why the boards are going bad and it sounded like an electrical
problem. We said we would waive the trip
charge if Mr[redacted]'s electric was all correct, however if it was the result of
his electric being incorrect there would be a trip charge fee. Mr[redacted] agreed.
April 23, Superior Home Furnishings sent technician
(days after calling on 4/21) – Our tech was able to review the wire going
from the main box to the GFCI, the GFCI into conduit and the wire coming out of
the conduit. The tech took photos of the
wiring and the customers breaker - The correct wire is located at the tub, to
be connected to the circuit board (Exhibit B-picture of correct wire going into
circuit board) but after further review of the disconnect box, it is NOT
correct wire from house to disconnect and there are additional breakers within
disconnect which is not allowed by the manufacturer of the hot tub Mr
[redacted] has the wrong gauge wire coming out of the disconnect going into the
conduit. However, the correct wire is
coming out of the conduit at the tub obviously resulting in the different
gauge wire possibly being spliced somewhere inside the conduit. (Exhibit C-picture of Mr[redacted]'s GFCI box )
The customer wants another tub or someone to fix
it He said he would call Strong Spas to complain We (SHF)
explained, it's not the tub, it's the wiring and he needs an electrician to fix
the electrical before the tub will run appropriatelyStrong Spas explained the
same issues with wiring and it needs to be corrected before further
action can be taken Both Strong Spas and Superior Home Furnishings told Mr
[redacted], the tub is not at fault and it will keep ruining circuit boards until
the wiring is replaced and not spliced.
[redacted], [redacted] and [redacted] from Superior Home
Furnishings have each had conversations with Mr[redacted]. Each conversation goes the same way. Mr[redacted] being completely belligerent by
yelling and screaming. Mr[redacted] has
made it impossible to have a civil conversation. If Mr[redacted] spoke to a Judge the way he
spoke to the three of us he would be held for Contempt of Court, if he spoke to
a police officer the same way he would be arrested for Disorderly Conduct.
Mr[redacted] does not want to accept any
responsibility for the hot tubs board malfunctioning when clearly it is a
result of his wiring
Superior Home Furnishings has covered all of the
circuit boards thus far and cannot replace yet another board due to the fact
that we now know the boards were destroyed with incorrect wiring. Mr[redacted] is responsible for the purchase of
a new board, which is $450/plus tax. If
Mr[redacted] would like Superior Home Furnishings to install there is a $125/trip
charge, $35/hour labor rate and $0.55/mile
Exhibit A
Exhibit B
Exhibit C
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because issue has not been resolved Unless we received a check to cover the cost to have our cabinets repainted this complaint is not resolvedIn response to the statement received from Superior Home Furnishing Owners [redacted] and [redacted] Force It is very perplexing to hear [redacted] (Co – Owner) state that upon receiving back our cabinets the first time he did not see any issuesThis is FALSE! To state again – there were finger prints in the paint, visible saw cuts in the back of the cabinets, front panels were not square, the banding on the shelves was coming off, microwave cabinet had such a large gap between the side and base it could hold a pencil, and misfired nails protruding into the cabinets .The issues were clearly marked and we have photos( We even have peg holes that don’t line up, so our shelves don’t sit level but didn’t notice this until later on- and we just let that one go) It took several emails and calls to [redacted] who did not respondEventually we spoke with her husband We felt it was important for them to see these issues and we sent them photos Any reputable company would be embarrassed that this type of quality left their shop and would bend over backward to make it right- which is all we were seeking from [redacted] and [redacted] – to make it right After some more conversations they agreed to pick up the cabinets [redacted] called after they received the cabinets back and indicated he would like to just cancel the order; as he thought we were too picky and he would not be able to please usI don’t know anyone who is in the cabinet business who would have sent these cabinets out to a customer!! They were in no way a comparable product to KraftMaid or [redacted] brand as they advertise We just wanted what we ordered at the quality level they advertise and display on their showroom floorWe were already thousands of dollars into our remodelWe ordered these cabinets at custom sizes to fit our kitchenOur floating engineered hard wood floor had already been installed- which involved cutting out the all areas in which the cabinets would sitAfter more conversation [redacted] agreed to fix the issuesSeveral months later we received our cabinets back and we accepted the order Three months later the paint on the cabinets began to separate where the panel meets the frame on every cabinet door and fixed panel We contacted [redacted] again and sent photos We have had two professionals come in and provide a quote on the cost to strip and repaint the cabinets and provide a warranty(This is also when we found out that the cabinets were not painted with the right type of paint or painting process) There was never any cleaning agent used on the cabinetsIt is obvious the painting was not done right it is on every cabinet door and drawer in the same location where the panel meets the frame [redacted] has not been able to provide a quality professional painter and will not pay for the cost to have them repaintedHe offered to split the cost with us – which why would I pay more for something to be fixed that was not done right originally We even tried to bring the cost down for him by only asking him to pay to repaint the cabinets – we would prep the doors and panel ourselves (which will be hours of labor) Asking for $is not unreasonable- actually I feel we are being GENEROUSThis has been going on for over a year and the stress this has caused us is by far exceeding the cost in which we are asking them to pay If you can’t meet the quality of KraftMaid and [redacted] then don’t advertise that you can We are seeking to hire a professional painter and want the cost covered by Superior Home Furnishing in the amount of $ [redacted] & [redacted] Regards, [redacted] ***
v\: [redacted] o\: [redacted] w\: [redacted] Superior Home Furnishings / [redacted] Style Definitions */ Mr [redacted] ordered a hot tub and was informed of the wiring requirements, which is the customer’s responsibility to have installed (See exhibit A for Wiring Diagram, which is explained to the customer at time of purchase and also in the owner’s manual) AMP GFCI Box AMP Breaker in main box 6/wires with a ground connecting it all and leave pony tail at tub placement We delivered and installed the hot tub on 7-7- The wire coming out of the conduit was 6/with a ground therefor we hooked the wire into the circuit board, assuming all of the wiring was correct Below is the correspondence between Mr***, our service department and the manufacturer service department (Strong Spas) [redacted] called Superior Home Furnishings 3/12/- He stated Strong Spas said he needs a circuit board 3/12/ [redacted] Called Strong Spas and ordered the circuit board (as directed by the customer and service technician at Strong Spas) (same day the customer called) Strong Spas shipped the circuit board on 3/26/15, delivered to the customer on 3/31/ The customer did not want to pay a trip charge to have Superior Home Furnishings install the new board On 4/1/the customer called Strong Spas stating he installed the circuit board and it is not working According to the notes from Strong Spas, Mr [redacted] had many items plugged in the wrong spot and nothing was working correctly (The pump was plugged into ozone, ozone plugged into av, etc.) Strong Spas Resolution: Had him change to the old circuit board configuration, started getting SA code caused by sensor A plug being loose When the call was finished all pumps responded as they should and the temp was increasing Could not confirm that the stereo or ozonator are working (**if not, they were fried when customer plugged it into a 240V position on the motherboard) April 21, [redacted] "***" called Superior Home Furnishings and stated he installed the new board and it worked for week and stopped, but also stated he hasn't had the tub working for months (although first call with an issue was 3/12/15) We told Mr [redacted] that we would send a tech to figure out why the boards are going bad and it sounded like an electrical problem We said we would waive the trip charge if Mr***’s electric was all correct, however if it was the result of his electric being incorrect there would be a trip charge fee Mr [redacted] agreed April 23, Superior Home Furnishings sent technician (days after calling on 4/21) – Our tech was able to review the wire going from the main box to the GFCI, the GFCI into conduit and the wire coming out of the conduit The tech took photos of the wiring and the customers breaker - The correct wire is located at the tub, to be connected to the circuit board (Exhibit B-picture of correct wire going into circuit board) but after further review of the disconnect box, it is NOT correct wire from house to disconnect and there are additional breakers within disconnect which is not allowed by the manufacturer of the hot tub Mr [redacted] has the wrong gauge wire coming out of the disconnect going into the conduit However, the correct wire is coming out of the conduit at the tub obviously resulting in the different gauge wire possibly being spliced somewhere inside the conduit (Exhibit C-picture of Mr***’s GFCI box ) The customer wants another tub or someone to fix it He said he would call Strong Spas to complain We (SHF) explained, it's not the tub, it’s the wiring and he needs an electrician to fix the electrical before the tub will run appropriatelyStrong Spas explained the same issues with wiring and it needs to be corrected before further action can be taken Both Strong Spas and Superior Home Furnishings told Mr ***, the tub is not at fault and it will keep ruining circuit boards until the wiring is replaced and not spliced ***, [redacted] and [redacted] from Superior Home Furnishings have each had conversations with Mr*** Each conversation goes the same way Mr [redacted] being completely belligerent by yelling and screaming Mr [redacted] has made it impossible to have a civil conversation If Mr [redacted] spoke to a Judge the way he spoke to the three of us he would be held for Contempt of Court, if he spoke to a police officer the same way he would be arrested for Disorderly Conduct Mr [redacted] does not want to accept any responsibility for the hot tubs board malfunctioning when clearly it is a result of his wiring Superior Home Furnishings has covered all of the circuit boards thus far and cannot replace yet another board due to the fact that we now know the boards were destroyed with incorrect wiring Mr [redacted] is responsible for the purchase of a new board, which is $450/plus tax If Mr [redacted] would like Superior Home Furnishings to install there is a $125/trip charge, $35/hour labor rate and $0.55/mile Exhibit A Exhibit B Exhibit C
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]Complaint: ***I am rejecting this response because: Superior Home Furnishings did not give us any wiring diagrams or requirements when we purchased the hot tubThey had a young kid meet us a a small warehouse northwest of *** ** and had him, show us hot tubs that were in a dark warehouse in some small townThe only thing that the kid who showed us the Spa's wanted was a check before we left for the Spa we picked out(the kid showing the Spa's was a very nice young man)and said they would deliver, install, and fill hot tub with a demo on the use of hot tub and we were told by *** that a year parts and labor warranty came with the purchaseNEVER ANY MENTION OF SERVICE CALL CHARGES EVERYTIME THEY COME OUT TO WARRANTY THE SPA, WHICH NOW THERE ARE MILEAGE CHARGES AND COST OF THE PART, Sounds like a parts and labor warranty to me????).
The owner *** was not there when we purchased it and his wife is the other employee that he tries to hide as a outside non judgmental person who claims I was belligerent on the phone, *** has continually been dishonest and has never once called to accept any responsibility or try to come to some kind of of resolution and frankly all I have heard is how I was mean and yellingOne I was never ever yelling at anyone and yes I was upset because I just spent a lot of money and I was getting the run around. Also his staff was very rude to me and my fiancé and the electrician that came out to show his tech that everything was run correctly to the house and tubThe fact these people have taking advantage of us and others based on reviews we have seen, and the fact that *** the owner has not told the truth repeatedly, and the fact that this hot tub would not work the day they came down and installed it, they had to take the board out the day and return the next day with a new board!!! This happened on the day that they delivered it, because it was broke and it would not work!!!!!!and that includes hooking the electric upIt was not until the tub had quit working for the 4th time that they sent someone down and only said it was the electrical after replacing boardsHonestly they have no clue what's wrong and they are blaming the consumer so they can clean there hands of itGood grief,these people are good at conning there customers and the public! I am a easy person to get along with unless you try and take my hard earned money and are not a man of your word! I am done trying to work it out with *** or *** or whoever might be working there when you call to try and get customer service. These people and I will have my day in court and justice will be served!!!
I am sure there will be more complaints coming to the Revdex.com
This business is a fraud and we will fight all the way to the attorney generals officeWe have both electricians that came out when they sent unqualified people there that could have harm us by hooking the electrical up backwardsWater and electricity are very dangerous together! I would think they would want somebody certified if they are taking the liability on by hooking up and installing the Spa'sPlease, Revdex.com of KC, You may want to ask *** the owner if he would send proof of certification that shows his guys (by himself) and the different guys that followed(shows no one likes to work for the guy) and he has guy trying to deliver a 2k pound spa, if his guys are certified electricians, and if they have some certification to install Strong Spa's? I will bet based on what the installer's told us that not one of his guys has any certification or license to install Strong Spa's, let alone a electrical certification
My attorney( *** *** ###-###-####), will be in contact with Superior Home Furnishings,
Regards,*** ***
Superior Home Furnishings
First I would like to say [redacted] and [redacted] are very nice folks
and I am disappointed that we could not agree on a resolution.
In response to their complaint
1.
The drawers are Amish dovetailed front and back,
exactly as they viewed them in our showroom.
Both [redacted] and [redacted] knew exactly how the drawers were constructed upon
placing the order
2.
Upon picking up the cabinets and examining their
complaints in our custom shop, I became concerned we could never satisfy [redacted]
and [redacted]. They had tape on the cabinets
where the supposed issues were. On
9/10ths of their concerns I could find no issue. I then called [redacted] and told him I would like
to refund their money in full, having the feeling that nothing would satisfy
their expectations. [redacted] refused to take
a full refund
3.
We refinished all of the cabinets, including the
majority of which we saw no issue
4.
After refinishing the cabinets we delivered them
back to [redacted] and [redacted] and they signed off that they accepted and approved the
work
5.
Months later [redacted] contacted me stating that some
doors are chipping. We picked up of
the concerned doors. [redacted] asked that we
refinish one door for his examination. I
personally inspected the door before sending it back to [redacted]. The door finish quality was as perfect as any
custom cabinet door could be. Upon
delivering the door to [redacted] he contacted me and said it was not acceptable. This goes directly back to why I offered a
full refund and wanted to pick up all of the cabinets having the feeling this
would be the road we would go down.
6.
Once again, [redacted] and [redacted] accepted and approved
the cabinets on the second delivery.
7.
We do not know what caused the chipping of the
doors. There are many factors that can
contribute to this. For example the
cleaning agent used to wipe them down.
8.
Even though I believed that the cabinet issues
were caused from something outside our control I offered [redacted] to pay half for a
local paint finisher to repaint the cabinets.
[redacted] refused
9.
After offering full refund and being refused and
then offering to pay half of the refinish and being refused I did not believe
that these customers would ever be completely satisfied regardless of
quality.
Sincerely,
[redacted]
Force
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because issue has not been resolved. Unless we received a check to cover the cost to have our cabinets repainted this complaint is not resolved. In response to the statement received from Superior Home
Furnishing Owners [redacted] and [redacted] Force.
It is very perplexing to hear [redacted] (Co – Owner) state that
upon receiving back our cabinets the first time he did not see any issues. This
is FALSE! To state again – there were
finger prints in the paint, visible saw cuts in the back of the cabinets, front
panels were not square, the banding on the shelves was coming off, microwave
cabinet had such a large gap between the side and base it could hold a pencil,
and misfired nails protruding into the cabinets .The issues were clearly marked
and we have photos. ( We even have peg holes that don’t line up, so our shelves
don’t sit level but didn’t notice this until later on- and we just let that one
go).
It took several emails and calls to [redacted] who did not
respond. Eventually we spoke with her husband. We felt it was important for them to see these
issues and we sent them photos. Any
reputable company would be embarrassed that this type of quality left their
shop and would bend over backward to make it right- which is all we were
seeking from [redacted] and [redacted] – to make it right. After some more conversations they agreed to
pick up the cabinets. [redacted] called after they received the cabinets back and
indicated he would like to just cancel the order; as he thought we were too
picky and he would not be able to please us. I don’t know anyone who is in the
cabinet business who would have sent these cabinets out to a customer!! They
were in no way a comparable product to KraftMaid or [redacted] brand as they
advertise. We just wanted what we
ordered at the quality level they advertise and display on their showroom
floor. We were already thousands of dollars into our remodel. We ordered these
cabinets at custom sizes to fit our kitchen. Our floating engineered hard wood
floor had already been installed- which involved cutting out the all areas in
which the cabinets would sit. After more conversation [redacted] agreed to fix the
issues. Several months later we received our cabinets back and we accepted the
order.
Three months later the paint on the cabinets began to
separate where the panel meets the frame on every cabinet door and fixed panel.
We contacted [redacted] again and sent photos.
We have had two professionals come in and provide a quote on
the cost to strip and repaint the cabinets and provide a warranty. (This is
also when we found out that the cabinets were not painted with the right type
of paint or painting process).
There was never any cleaning agent used on the cabinets. It
is obvious the painting was not done right… it is on every cabinet door and
drawer in the same location where the panel meets the frame. [redacted] has not been able to provide a quality
professional painter and will not pay for the cost to have them repainted. He
offered to split the cost with us – which why would I pay more for something to
be fixed that was not done right originally.
We even tried to bring the cost down for him by only asking him to pay
to repaint the cabinets – we would prep the doors and panel ourselves (which
will be hours of labor).
Asking for $1780.00 is not unreasonable- actually I feel we
are being GENEROUS. This has been going on for over a year and the stress this
has caused us is by far exceeding the cost in which we are asking them to
pay. If you can’t meet the quality of
KraftMaid and [redacted] then don’t advertise that you can.
We are seeking to hire a professional painter and want the
cost covered by Superior Home Furnishing in the amount of $1780.00.
[redacted] & [redacted]
Regards,
[redacted]
Superior Home Furnishings
Mr[redacted] ordered a hot tub
and was informed of the wiring requirements, which is the customer's responsibility
to have installed. (See exhibit A for
Wiring Diagram, which is explained to the customer at time of purchase and also
in the owner's manual)
AMP GFCI Box
AMP Breaker in main box
6/wires with a ground
connecting it all and leave pony tail at tub placement
We delivered and installed the
hot tub on 7-7- The wire coming out
of the conduit was 6/with a ground therefor we hooked the wire into the
circuit board, assuming all of the wiring was correct
Below is the correspondence
between Mr[redacted], our service department and the manufacturer service
department (Strong Spas)
[redacted] called Superior Home Furnishings
3/12/- He stated Strong Spas said he needs a circuit board
3/12/15 [redacted] Called Strong Spas and ordered
the circuit board (as directed by the customer and service technician at Strong
Spas) (same day the customer called)
Strong Spas shipped the circuit board on 3/26/15,
delivered to the customer on 3/31/15.
The customer did not want to pay a trip charge to have Superior Home
Furnishings install the new board.
On 4/1/the customer called Strong Spas stating
he installed the circuit board and it is not working According to the
notes from Strong Spas, Mr[redacted] had many items plugged in the wrong spot and
nothing was working correctly (The pump was plugged into ozone, ozone
plugged into av, etc.)
Strong Spas Resolution: Had him change to the old
circuit board configuration, started getting SA code caused by sensor A plug
being loose When the call was finished all pumps responded as they
should and the temp was increasing Could not confirm that the stereo or
ozonator are working (**if not, they were fried when customer plugged it into a
240V position on the motherboard)
April 21, [redacted] "[redacted]" called
Superior Home Furnishings and stated he installed the new board and it worked
for week and stopped, but also stated he hasn't had the tub working for
months (although first call with an issue was 3/12/15)
We told Mr[redacted] that we would send a tech to
figure out why the boards are going bad and it sounded like an electrical
problem. We said we would waive the trip
charge if Mr[redacted]'s electric was all correct, however if it was the result of
his electric being incorrect there would be a trip charge fee. Mr[redacted] agreed.
April 23, Superior Home Furnishings sent technician
(days after calling on 4/21) – Our tech was able to review the wire going
from the main box to the GFCI, the GFCI into conduit and the wire coming out of
the conduit. The tech took photos of the
wiring and the customers breaker - The correct wire is located at the tub, to
be connected to the circuit board (Exhibit B-picture of correct wire going into
circuit board) but after further review of the disconnect box, it is NOT
correct wire from house to disconnect and there are additional breakers within
disconnect which is not allowed by the manufacturer of the hot tub Mr
[redacted] has the wrong gauge wire coming out of the disconnect going into the
conduit. However, the correct wire is
coming out of the conduit at the tub obviously resulting in the different
gauge wire possibly being spliced somewhere inside the conduit. (Exhibit C-picture of Mr[redacted]'s GFCI box )
The customer wants another tub or someone to fix
it He said he would call Strong Spas to complain We (SHF)
explained, it's not the tub, it's the wiring and he needs an electrician to fix
the electrical before the tub will run appropriatelyStrong Spas explained the
same issues with wiring and it needs to be corrected before further
action can be taken Both Strong Spas and Superior Home Furnishings told Mr
[redacted], the tub is not at fault and it will keep ruining circuit boards until
the wiring is replaced and not spliced.
[redacted], [redacted] and [redacted] from Superior Home
Furnishings have each had conversations with Mr[redacted]. Each conversation goes the same way. Mr[redacted] being completely belligerent by
yelling and screaming. Mr[redacted] has
made it impossible to have a civil conversation. If Mr[redacted] spoke to a Judge the way he
spoke to the three of us he would be held for Contempt of Court, if he spoke to
a police officer the same way he would be arrested for Disorderly Conduct.
Mr[redacted] does not want to accept any
responsibility for the hot tubs board malfunctioning when clearly it is a
result of his wiring
Superior Home Furnishings has covered all of the
circuit boards thus far and cannot replace yet another board due to the fact
that we now know the boards were destroyed with incorrect wiring. Mr[redacted] is responsible for the purchase of
a new board, which is $450/plus tax. If
Mr[redacted] would like Superior Home Furnishings to install there is a $125/trip
charge, $35/hour labor rate and $0.55/mile
Exhibit A
Exhibit B
Exhibit C