- Report: #1150976
Complaint Review: Polar Spas - Select State/Province
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Polar Spas
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Polar Spas Chris Shaw Hot tub still broken after four months even though credit card has been charged for the service Edmonton alberta
Bought a hot tube from Polar Spas in the summer of 2010. Received perfect service up to the day we paid them their money. We had problems with them right from the get-go regarding delivery, not returning phone calls, etc.
This winter (2014) our hot tub broke. As it is still under warranty, we called Polar Spas to have someone come to take a look. We were told to submit a service request online, which we did on Feb 18, 2014.
We received a phone call back on Feb 19, 2014, saying that we would get a call within two days from the service department to book someone to come to the house. We did not get a call for two weeks. When they did call, they asked why we had not called to follow up.
On March 11, 2014, a service person came to the house to look at the hot tub. Our credit card was charged $150 for the service call. We were told that some pipes had cracked, but they did not have the necessary parts at the time to repair it. They would have to order the parts and come back another day.
Polar Spas called on March 18, 2014, to inform us that the parts had been ordered and that we needed to discuss some additional charges for parts and services that are not covered under their warranty (i.e. pipes bursting due to freezing, etc.)
March 31, 2014 was the day that someone was supposed to come to fix the hot tub. No one showed up. At around 4 pm that day, we called to see if anyone was coming, and we were told that the service person was sick and could not attend. We booked for another day. I believe the next scheduled date was April 10, 2014.
No one shows up on April 10th. We call Polar Spas at around 5pm, and we were told that the service person had quit and that they had no one available to do the service call. They were just about to call us to inform us that, they said. We had a discussion about it. We expressed that we were unhappy about the service. We said that when they were sure that they could have someone come to the house to call us because I did not want to stay home all day to wait.
No one calls back.
We received our credit card statement in the mail today (April 29, 2014), and there was a charge from Alberta Whirlpool (Polar Spas' service contractors) for $770, which was the approximate price we had discussed earlier for the parts and service for the un-warranty portion.
This surprised us because no one had come to fix the hot tub, but also, more importantly, they were specifically instructed after the first (and only) visit NOT to charge that particular card anymore because we were getting a new card. They assured us that wouldn't happen because they no longer had that card number on file and that they would get a new number from us the next time.
We called Polar Spas to see what this charge was all about. We were told that the two people we need to talk to are sick and that we would have to call back.
After dozens of phone calls and dozens of messages left, we finally speak to someone who claimed that they informed us that they have had an appt booked for us for days now. This alleged app't is for May 27th.
On the morning of May 27th, I see two guys come into my back yard without ringing the bell. I was busy with my kids sending them off to school. By the time I went back there (20 mins tops), they were already gone. Hot tub still broken. No phone call from anyone to explain what happened, if they were coming back, if the tub was fixed. Nothing.
We called to speak with the owner Chris Shaw AGAIN to demand our money back. No return call. Looking at legal action now as well as filing a police report for fradulent credit card charges.
