ConsumerWatch: San Francisco Hot Tub Firm Faces Flood Of Complaints
SAN FRANCISCO (CBS) - A San Francisco-based vendor of hot tubs is in hot water with customers and the Better Business Bureau over the amount of complaints it has received.
ChooseHotTubsDirect.com has been criticized by customers across the country for late deliveries, incomplete orders and poor customer service. The San Francisco District Attorney's office told CBS 5 ConsumerWatch it is now investigating the company.
The BBB of Northern California has received 260 complaints against ChooseHotTubsDirect.com and the six other companies it does business as: Chooseoutdoorkitchens.com, Choosefireplaceandstove.com, ChooseDirect.com, DirectToHomeAppliances.com, DirectToHomeAppliance LLC, and Choose Direct.
In an email to CBS 5, the president of ChooseHotTubsDirect.com Steve Barbarich blamed the economic downturn and "inexperience," for his company's troubles. He also claimed his company has resolved "over 78%" of the complaints registered with the BBB.
The BBB contends that figure is 57%, but acknowledged there may be some resolutions that have not been reported.
Darlene Frawley was among the customers who have complained. Frawley said she ordered a hot tub back from ChooseHotTubsDirect.com in July of 2010 and was told her $3,100 tub would be delivered in 12-14 weeks. At last check, the company had told Frawley she would receive her tub in April 2011.
"I said that was unacceptable." said Frawley. "I want to cancel my order and I want my money back and that's when they stopped returning my calls."
Barbarich said he would refund 75% of her Frawley's payment once her hot tub is delivered, if he can resell it, an offer Frawley said was not acceptable.
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