- Report: #122133
Complaint Review: Cal Spas - California Acrylic Industries Inc. - Pomona California
-
Author Confirmed
Why?
Cal Spas - California Acrylic Industries Inc.
1462 East Ninth St Pomona, 91766 California, U.S.A.
Phone:
909-623-8781
Web:
N/A
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Cal Spas - California Acrylic Industries fraud poor customer service and backsteps on gazeebo Pomona California
*Author of original report: Cal Spas would rather listen to the advice of someone who sees it their way then to listen to the Manager of one of their "Million Dollar stores".
*UPDATE Employee: Trying to rectify a bad situation
*Author of original report: progress
*Author of original report: Legal problems
*UPDATE Employee: Consumer affairs controller
I bought a spa and gazeebo package from the Ontario Superstore that cost $12,500+. Upon delivery, the gazeebo was not made correctly. I ordered a 10 X 12 and they made a 12 x 12. After arguing with Joy at the corporate office concerning the fact that they expected the second half of payment before the gazeebo was corrected, the serviceman left(the spa and gazeebo were in pieces all over my front and back yard). This was at 12pm. They returned at 6pm and used my personal saw to cut the pieces of the gazeebo. The job was finished at 9pm so inspection was impossible as I noted on the delivery slip.
The next day, September 16, 2004 I inspected the spa and gazeebo and saw that all of the windows and door on the gazeebo closed crooked leaving a gap. I also noticed that the frame under the windows was droopy. There were also numerous points where the screws were exposed, the wood was split, plastic Cal Selec was warped and also numerous cosmetic flaws. I began my calls. I first spoke to Frank (manager of the store), then Cassandra who gave me the regional supervisors extenstion, her name is Julie Gamboa. I have left numerous messages for her and never received a call.
On 9/21/04, Frank personally drove to my house and said that the gazeebo needed to be replaced. On 9/21/04, Joy sent a service tech to try and fix it and he borrowed tools from me. He wedged one widow even more crooked than it was. The service person went back and told Joy that the cement slab was not even(?). I spoke to Ray from Ray's Pool and Spa whom was recommended by Cal Spas on legal papers that I signed about the installation. Ray said that his work was perfect and Cal Spas could find someone else to do their contracting if they question him. I then spoke to Frank at the Onyario store and he said that Ray would go out of business if not for Cal Spas.
On 10/26/04, I spoke to Cassandra whom in turn spoke with Frank and she said that the paperwork was going to be written up for a new gazeebo and that she would submit it for approval.
On 11/4/04, I called Frank to find out status and he said that he would call me back on 11/5. He never called. I then called Julie Gamboa for the 6th time and this time no answer or voicemail.
On 12/8/04 I called and left a message for Frank with Robert at the store because Frank was to busy to talk to me. This was at 10:20am. At 10:30am I left another message for Cassandra. At 4:30pm, I called Frank again and he was aware I called but was at lunch. He did not return my call.
On 12/9/04 I went to the Cal Spas Corporate office and spoke to the Customer Service Manager, Robert Viafranco. He apologized for the poor customer service on Julie Gamboa's part and said that they would have someone at my house within 24 hours to fix the situation. I then received a call from Joy at 3pm and she said that she was sending someone out on 12/10 to jimmy the gazeebo straight and that I needed to go to Home Depot and buy the supplies. I told her that I was not buying supplies for them and that I was told as well as my wife that the gazeebo needed to be completly replaced. She said that the problem was with the cement and that wasn't there problem. I told her to send a tech out to verify and inspect the Gazeebo, and she replied that if no work was going to be done that it was a waste of their time. I then told her that I was being forced to seek legal action and she said that she would add that to my file.
To date I have spoked to Frank, Cassandra, Joy, Robert and left messages for Julie Gamboa on 29 plus occasions.
William
Redlands, California
U.S.A.
The next day, September 16, 2004 I inspected the spa and gazeebo and saw that all of the windows and door on the gazeebo closed crooked leaving a gap. I also noticed that the frame under the windows was droopy. There were also numerous points where the screws were exposed, the wood was split, plastic Cal Selec was warped and also numerous cosmetic flaws. I began my calls. I first spoke to Frank (manager of the store), then Cassandra who gave me the regional supervisors extenstion, her name is Julie Gamboa. I have left numerous messages for her and never received a call.
On 9/21/04, Frank personally drove to my house and said that the gazeebo needed to be replaced. On 9/21/04, Joy sent a service tech to try and fix it and he borrowed tools from me. He wedged one widow even more crooked than it was. The service person went back and told Joy that the cement slab was not even(?). I spoke to Ray from Ray's Pool and Spa whom was recommended by Cal Spas on legal papers that I signed about the installation. Ray said that his work was perfect and Cal Spas could find someone else to do their contracting if they question him. I then spoke to Frank at the Onyario store and he said that Ray would go out of business if not for Cal Spas.
On 10/26/04, I spoke to Cassandra whom in turn spoke with Frank and she said that the paperwork was going to be written up for a new gazeebo and that she would submit it for approval.
On 11/4/04, I called Frank to find out status and he said that he would call me back on 11/5. He never called. I then called Julie Gamboa for the 6th time and this time no answer or voicemail.
On 12/8/04 I called and left a message for Frank with Robert at the store because Frank was to busy to talk to me. This was at 10:20am. At 10:30am I left another message for Cassandra. At 4:30pm, I called Frank again and he was aware I called but was at lunch. He did not return my call.
On 12/9/04 I went to the Cal Spas Corporate office and spoke to the Customer Service Manager, Robert Viafranco. He apologized for the poor customer service on Julie Gamboa's part and said that they would have someone at my house within 24 hours to fix the situation. I then received a call from Joy at 3pm and she said that she was sending someone out on 12/10 to jimmy the gazeebo straight and that I needed to go to Home Depot and buy the supplies. I told her that I was not buying supplies for them and that I was told as well as my wife that the gazeebo needed to be completly replaced. She said that the problem was with the cement and that wasn't there problem. I told her to send a tech out to verify and inspect the Gazeebo, and she replied that if no work was going to be done that it was a waste of their time. I then told her that I was being forced to seek legal action and she said that she would add that to my file.
To date I have spoked to Frank, Cassandra, Joy, Robert and left messages for Julie Gamboa on 29 plus occasions.
William
Redlands, California
U.S.A.
5 Updates & Rebuttals
Victor
Pomona,California,
U.S.A.
Consumer affairs controller
#2UPDATE Employee
Mon, August 29, 2005
We apologize about the inconvenience you have and are experiencing with the gazeebo you have purchased.My name is Vic Ortiz and i am the Consumer Affairs controller for our company.We want to make a serious attempt to rectify or at least review this matter further so that we can come to an agreement with our upper management on how to resolve any pending service issues for you the consumer.Please contact us @ 800-225-7727 ext 329.Our regular business hours are MON-FRI 8am To 4:30pm.Thank you and we hope to hear from you soon Cal Spas Consumer Affairs Controller Vic Ortiz 800-225-7727 ext 329 [email protected]
William
Redlands,California,
U.S.A.
Legal problems
#3Author of original report
Sun, August 07, 2005
Just an update. Cal Spas no longer employs anyone I was dealing with and they refuse to deal with the problem the proper way. They have offered to replace panels on the gazeebo. The panels are not the issue, the frame is. I have tried to deal with these people for a year now, I have already obtained a lawyer and the Civil Suit will go in this week.
William
Redlands,California,
U.S.A.
progress
#4Author of original report
Wed, December 22, 2004
12/21/04--Tammie did send someone out to inspect the spa and gazeebo today. It was amazing after 3 months that the first thing he said was that the concrete slab was fine. Allen ( the inspector ) told me that, after checking everything with a level and taking pictures, he was going to turn a report in that said the problem was indeed the gazeebo. I will await Cal Spas solution. Thank you Tammie for taking the first necessary step to resolve this problem.
Tammie
Pomona,California,
U.S.A.
Trying to rectify a bad situation
#5UPDATE Employee
Thu, December 16, 2004
My name is Tammie, I am the Consumer Affairs Controller for Cal Spas. I spoke with William this morning and told him that I would have a technician from Cal Spas go to his house for an evaluation on the cement slab. If it is Cal Spas fault than we are more than willing to rectify this situation. If it's not Cal Spas fault than William would be responsible for the repairs. Thank you, Consumer Affairs Controller
William
Redlands,California,
U.S.A.
Cal Spas would rather listen to the advice of someone who sees it their way then to listen to the Manager of one of their "Million Dollar stores".
#6Author of original report
Thu, December 16, 2004
Today, December 15, 2004 I had Ray, the Owner of Ray's Pool and Spas come to inspect the cement slab he personally poured. He conveyed that the slab is not the problem, it's the gazeebo itself. He told us that the material used in the gazeebo is new and that it is sagging and it is NOT BECAUSE OF HIS CEMENT WORK. Later, I received a certified letter from Tammie Glover from Cal Spas that generally said that the problem is because of a dip in the cement and that it is Ray's responsability to fix it. I left her a message asking where their divine knowledge of this came from and that I have had one serviceman try to fix the problem back in September. I would like to add that he brought no tools with him and had to use a screwdriver from MY toolbox to try and raise the windows. No tools means that he had no level or any other device to check the cement for dips. I guess that with his great knowledge of cement, he didn't need tools. He must have used his built in level vision to assess the situation. Later, we spoke to Ray about the letter whom in turn spoke to Frank, the Manager at Cal Spas Ontario. Remind you, this is second hand from Ray, so I have no personal knowledge if this was the exact conversation. Ray told Frank that he didn't want to go to court over this and Frank agreed. Frank told Ray that he has tried numerous times to tell corporate that the Gazeebo is faulty, but they brush him off. I would like to remind you that Frank also came to my house and "visually" inspected the situation without tools. I would suppose that Cal Spas would rather listen to the advice of someone who sees it their way then to listen to the Manager of one of their "Million Dollar stores". By the way, the serviceman never even signed his name to the work order.
