Complaint Review: George Morlan Plumbing - Tigard Oregon

Below is the comments shared with the VP of Customer Relations at George Morlan Corporate:  No after sale support of Dimension One spas now going on 8 weeks.

Communicating a formal complaint is not my preferred approach to addressing an issue. However, I feel I have no other recourse. I would like to briefly share my post sale customer service experience received from the Tigard showroom store.

I purchased a Dimension One hot tub, startup items, and cover-lift in the later half of December. I received a call on New Year's Eve asking if I would accept early delivery of the hot tub that day to help with year end sales. In return, I would receive a $200 credit. Although unusual, I agreed.

The hot tub was delivered and found to be very dirty inside and out. No a good impression when one purchases a $6500 toy. I expressed my concern to the delivery team and requested a delivery status on the backordered items. They said they would communicate the cleanliness issue and backorder status request to operations. After 10 days I cleaned the tub out myself in the freezing weather anticipating the startup chemicals and potential use of the tub.

With no follow up from George Morlan and two weeks later, I called the Tigard store requesting status of the startup items and additional missing items from the order. I was told I would be called back with this update. Never happened and I bought the missing chemical from a local hot tub dealer.

An additional week or so later, I called again speaking to same representative and was promised a return call. I even called and left a voicemail with the original sales person's personal cell phone. Later, I did get a return call from sale's person that he would look into for me. No further response came.

At this point, I have requested the same status for the same items from two different sales representatives multiple times and the delivery team over the course of 4 weeks with no follow through. On Friday, February 5th, I called in again and asked to speak with a manager. I expressed my displeasure about customer service and requested status on items due. He said he would get back to me for sure by that Monday. No response.

I called again on Wednesday, February 17th and spoke to original sales person and another representative. Both persons were checking status and would get right back to me. Today, I still have not received a follow up call. I do not know if I will ever get what I ordered. There occasions I called to no avail.

I am done trying to work with this group of people as it is quite obvious there is a real customer relationship management/service at this location. If anyone every asked me for a hot tub recommendation, I would recommend it not be purchased from George Morlan, nor anything else.

My next step is to contact Dimension One and share my 'after sale support' experience for their product by George Morlan. I am confident that Dimension One would appreciate the feedback that exposes no follow up customer service, product delivered that was dirty inside and out, missing pieces for the cover buckles, missing chemicals for the startup kit (customer buys his own kit from another hot tub dealer), and no delivery or status of accessories as ordered for 8 weeks. Lastly, I would advocate to others to not buy Dimension One hot tub if your distributor is George Morlan.

To date, I still do not have one follow up answer or confirmation on any of the items listed above. Is this something you can help me with?