Hot Tub Forum
Original => Hot Tub Forum => Topic started by: Gomboman on April 02, 2006, 05:29:18 pm
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Dealers, what was your worst experience ever with a customer? I'm sure some of you had to refuse service from someone who probably wasn't going to buy. Have you ever had cash in hand and gave it back because someone was a complete jerk? Tell us about your worst experience ever. I bet there are some good stories since you have to deal with the public on a daily basis.......
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Gumbo, I don't know if you should really go there, we will have to double our meds just to relive the experience.
We have "fired" 2 customers in 22 years, because of grossly indignant, self righteous and beligerent attitudes over self inflicted issues that could never be their fault. It was all about their water quality and the ozonator we put on the spa. After 2 weeks of spa ownership, we showed up with a cashiers check for the amount paid, 6 guys, drained the spa and were gone in 20 minutes.
This one we didn't fire, but it was the only warranty we ever VOIDED. Customer / part-time, self taught, novice builder/contractor / financial planner / attorney building his own 1 mil + home, insisted on recessing his portable Hot Tub in a cinder block "well" leaving 4 inches on all four sides and no access to anything, without a sump pump pit, just outside the basement doorwall, below grade, with a rising slope out to the back yard, all of which was over our objection and against our advice even though we insisted on the sump pump, but he knew what HE wanted. The plumbing inspector "red tagged" the project when he found the Tub "floating and bobbing" in the pit, connected to 240 volts and the GFCI breaker tripped in the Spring.
He had pulled it out with a crane and had us out to do "warranty work" according to him, which required all three pumps, blower and circuit control load box and ozonator to be replaced and he stuck us with $1,800 worth of installed replacement parts refusing to pay the cost of materials. But, he did install a sump pump this time.
I am sorry, but I feel some chest pains coming on and need to go find my meds. ;)
And customers and shoppers wonder why we sometimes feel the way we do. :-/
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I changed my mind: I have had one customer who we delivered a spa to a couple of years ago. He had promised a check for the balance at delivery. Then he stopped by a couple of times to pick up several add-ons for a big party which was coming up. Privacy screens, steps with planters, etc.
Well, as you may have already figured out, he never paid the almost $5K balance, and then sought protection in bancruptcy court, where we found out we couldn't even get the stuff back, let alone collect the debt.
Never saw a dime. Got some documents from the court which said the guy was over a million in debt.
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I'll tell you in about 2 more years after the statute of limitations expires. :)
Actually, I had one of the worst about 4 weeks ago. I had one 2005 Sovereign left in stock over at our Shreveport store. A man had come in with his wife and she immediately wanted to buy a Jetsetter. He then climbed in and out of the Jetsetter and an '06 Sovereign I had in the store for the next two hours. He told me he needed to go home and figure out which one to get.
A few days later, he came back. And left. And came back the next day. And left. Finally, he decided on the '05 but wanted to see pictures of it as it was being shown at the boat show and he was afraid it would get scratched. I went over to Shreveport, took some pics of the spa:
(http://i20.photobucket.com/albums/b206/EastTexasSpa/DSC01007.jpg)
and showed them to him. He bought it and we scheduled delivery for Friday.
Saturday morning, 8:30, I get a phone call.
Mr. P: "Term, I'm not happy!"
Term: "What's wrong?"
Mr. P (yelling): "This spa's leaking and the water's cold! I knew I shouldn't have bought an unwrapped spa! I want you to come pick this SOB up and give me my money back!"
Term: "That's fine. Our guys are off today but we'll be there first thing Monday and get it."
Mr. P (backtracking): "Now wait a minute...what could be wrong with it?"
Term: "I don't know but you said come get it, so we will."
Mr. P: "Well, let's not be too hasty. What could it be?"
Term: "I'll tell you what, let me call one of my guys and he and I will get to your house as fast as we can and take a look."
Mr. P: "OK"
I called the tech who delivered it, he happened to be in town, we went to Mr. P's house and found that the light lens had come loose during set up. It took half a twist to stop the leak. Hooked up a voltage meter and discovered the electrician he hired forgot to hook up some wires.
Mr. P got on the phone and chewed his electrician's butt! He apologized to us profusely and praised us for our quick reconciliation of the problem. He has referred us to some of his co-workers and has gone from a potentially horrible customer to one of our best salespeople. ;D
Terminator
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It's the difficulties of retail. Not everyone is cut out for it. Is anyone? Sometimes I wish I had some meds to reach for. There are some tough clients out there, but I try to remember the good ones.
We no longer service other brand spas, because the people don't know why we don't drive a 52' tractor trailer truck loaded with every brand's parts and fix their brand x spa on the first visit. Â Â They are the worst. Â Â You bend over to help them and then they fight with you and never pay the bill. Â We refuse. Â We refer over $80,000.00 worth of service for other types of spas to independent service guys.
There's a BIG call for spa service technicians if someone is looking for a career change.
Sorry, no real bad ones come to mind that we've fired. My blood pressure is fine, so I don't let them get to me.
Nice pic. E.Texas
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This past November, we had to have the Optima serviced- turned out to be a bad circ. pump.
The temperature was in the mid teens, the sun was setting, and the wind was blowing. It was pretty damn cold. The tech. was probably at the spa for close to an hour- no gloves on at all. And he had to get his hands wet several times. They must have been frozen solid.
He passed up on my offer to come in and warm up with some coffee or hot cocoa- he had to fly off to his next customer.
After seeing what he went thru, I can fully understand why there is a big call for spa service techs. There isn't enough money in the universe............
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In my experience, the worst customers are the same ones who want to pay the least for the spa (haggling to DEATH) and then expect a service call within the hour of when they phone! It's another reason why we never haggled! ;D
Steve
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Mine are the customers that ask for my "best price". When I give it to them they immediately counter-offer!
When I tell them that my "best price" is just that, they get upset ???
Are customers so used to being screwed with that they don't believe us honest dealers when they run across us??
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Are customers so used to being screwed with that they don't believe us honest dealers when they run across us??
I'm sure they're shocked to actually find an honest Sundance dealer. Imagine if YOU were to suddenly come face to face with the Abominable Snowman what your reaction would be! ;D
Terminator
(http://i20.photobucket.com/albums/b206/EastTexasSpa/HSKoolaid.jpg)
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Put down the sippy cup, Term!!! You've had enough Koolaid today ;)
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Are customers so used to being screwed with that they don't believe us honest dealers when they run across us??
In a word, yes. There are so many examples of business finding less than honorable ways to maximize profits, and it is some pretty sizable well known companies. Cell phone companies are some of the worst. Sports Illustrated renewed my subscription to my credit card after my subscription expired. I have gotten the subscription by redeeming airline miles. I never gave my credit card # to SI, but my airline did. Speaking of subscriptions, Its now standard business practices of almost every gym in the country to REQUIRE you to pay monthly via direct debit and this is automatically renewed until you stop it. Do they do this for customer convienance? Hell no. So often if they do tell you that they do this, its buried deep in page after page of legalspeak in 4 point type.
My wife signed a 2 year contract for service with Verizon. I was with her, she asked the sales person to explain everything about the contract. A month later the bill went up $20 for Road Side Assistance, She didn't catch it for a couple of months. We were paying for something we had no idea how to use, let alone want. (We are AAA members) (Not AA members) .
I'm sure there are other examples how some of today's businesses are trying to get something for nothing today. I don't trust any business today, until they earn it. (Oh, don't even get me started on rebates!)
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In a word, yes. There are so many examples of business finding less than honorable ways to maximize profits, and it is some pretty sizable well known companies. Cell phone companies are some of the worst. Sports Illustrated renewed my subscription to my credit card after my subscription expired. I have gotten the subscription by redeeming airline miles. I never gave my credit card # to SI, but my airline did. Speaking of subscriptions, Its now standard business practices of almost every gym in the country to REQUIRE you to pay monthly via direct debit and this is automatically renewed until you stop it. Do they do this for customer convienance? Hell no. So often if they do tell you that they do this, its buried deep in page after page of legalspeak in 4 point type.
My wife signed a 2 year contract for service with Verizon. I was with her, she asked the sales person to explain everything about the contract. A month later the bill went up $20 for Road Side Assistance, She didn't catch it for a couple of months. We were paying for something we had no idea how to use, let alone want. (We are AAA members) (Not AA members) .
I'm sure there are other examples how some of today's businesses are trying to get something for nothing today. I don't trust any business today, until they earn it. (Oh, don't even get me started on rebates!)
I agree 100%. I can't stand the automatic renewal.
I starting getting SI when my wife signed up for a Citbank credit card. I was there. I told the vendor I didn't want SI. (sir, its a free trial subscription. Don't worry).
You get 3 free issues, and the 4 they bill you for, and automacticly renew you on the CC. It's nuts.
The worst part was the intentionaly deceptive notice they sent you with SI.
"DO Nothing!" When your free subscription to SI runs out we will notifiy you! But you don't have to do anything!
I read through the whole notice telling me to "do nothing!" and discoved on the last page of 3 sheets, what I was reading was the actaul and only notice they would send me informing me that unless I cancelled imedently they would re-enroll me.
SI lost all respect with me that day.
F.U S.I :P
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One of my salesmen worked with a customer for about 6 hours went through 3 wet tests and even bucketed water from one spa to another while the customer waited in a third spa. Â After grinding us for several hours and going over all the extras he needed(6' three tier steps w/ handrail, Hydrolic Cover Lifter, 250 mg. ozone, Year supply of chemicals, extra set of filters, booster seat, Bar and 3 stools and sTereo. Â We came to a price of 12,500 out the door
The same weekend we were doing a home show. We informed him that this price was the same as what he could get at the home show. Â He still went to the home show, and After talking with 3 other vendors he walked up to one of my other salesmen and said "How much" Sales man says 11,500, customer grinds more and ends up getting 11,500 o.t.d. No mention of bar, stools lifter just spa, cover, delivery and start up kit.
Day of Delivery: Customer is not happy with the 2 tier step, where is the bar and stools, extra set of filters, and where is the stereo.
The customer is refusing to pay untill we bring out all the things he says he was promised by the salesman in the store.(enen though he didnt buy from that salesman) Â He currently has paid a $500 deposit and owes us $11,000. He will not return phone calls or answer the door when I go by the house. Â California Law will not let us go take the spa back
So I ask you all. Is it the customer that should be leary of dealers asking for to much down, or should dealers be leary of customers that only want to put $500 down. Â It goes both ways. There is an old saying"Buyers are liars" Â Sad, but true
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CA doesn't allow you to repo something that's not paid for? No kidding.....that sucks.
This is why I love my cats and dogs more every day.....people suck.
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So I ask you all. Is it the customer that should be leary of dealers asking for to much down, or should dealers be leary of customers that only want to put $500 down. Â It goes both ways. There is an old saying"Buyers are liers" Â Sad, but true
Please tell us you have a very detailed signed invoice that clearly stated everything he was getting.
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Please tell us you have a very detailed signed invoice that clearly stated everything he was getting.
Not only is everything spelled out. There is also a 14pt. font that reminds the customer to go back and reread the sales agreement to "Make Sure" that everything they are expecting is on the contract.
This is more a case of fraud then anything else
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T.L. was right- some people simply suck, and they are everywhere. You might meet them selling a tub to them, buying a TV from them, or on the phone unlucky enough to have them handling your call to your cell phone company. The a$$ who is taking advantage of Micah, or the idiot with JMcD's "floating" tub are probably doing poor business somewhere else, too.
I work in a very full service, large, busy small animal practice, and we have hundreds of thousands in fees owed to us because of us trying to help people who turn around and stab us in the back. They play upon our sympathies, promise to pay, came up with amazing sob stories and wont anwser calls......and then drive up to the clinic in a Lexus. The hospital has been there for 30 years, and one of the reasons I chose to work there is that we have EXTREMELY fair prices, will make payment arrangements with people that no other clinic will do, so that we can practice medicine that makes us feel good about our profession. You'd think that people would appreciate that, and 93% do. The other 7% are upset with us when their string-eating cat needs surgery, or their new $1500 purebred dog is sick and now they cannot afford to treat him. They look at me like I'm trying to sell them some fad when I make preventative medicine recommendations. They come in and allow me to do blood tests or xrays, and dont bother to mention that they only have $40 on them until they are leaving. It is a daily battle not to go insane, but then I realize that I'd rather deal with that than work somewhere that only the rich can have good medicine, or where I'd have to put an injured dog down if the clients cant pay the whole bill up front.
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Not only is everything spelled out. There is also a 14pt. font that reminds the customer to go back and reread the sales agreement to "Make Sure" that everything they are expecting is on the contract.
This is more a case of fraud then anything else
Did the customer truly believe they were getting the same package for a lower price (not that this means they deserve anything more) or did they think they could pull a fast one and hope to get you to cave in. From your description my $$ is on the latter.
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We had a customer who as it has been mentioned before as being the most diffuclt was a very tough grinder on the price. We wanted to earn their business and they happen to want a spa that we had received a very special price on so it did allow us to be a little more flexible on the price....After some real tough negotiating we made deal....We give all our customers a "MINIMUM" requirement page that covers electrical as well as clearance requirements. I always refer to the clearance issue to make sure that if we do not go to a home for a pre delivery that the customer is very clear about the needed access that we require. We get to the home and they are a 1 &1/2 inches short they said they thought that it was close enough and of course we got into a debate about the word "Minimum" and what it means. We we had explained to the customer at the time of sale that they would be responsible if a crane is needed. Our delivery crew looked at the gate and said they could remove it and some of your fencing and asked for 25.00 to save them the crane cost....the customer refused and called me and after 50 minutes on the phone I paid the additional money to the delivery crew. The attitude of the customer was horrible and I am still unclear on how the word minimum and how its lack of understanding from this customer who was a very educated professional person. I would never haggle with someone over $25.00 but this was one of those principle things as there was no doubt that it was very clearly covered prior to delivery. I am confinednt that they knew what it meant I am just not sure how because they choose to ignore it was my fault.
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One of my salesmen worked with a customer for about 6 hours went through 3 wet tests and even bucketed water from one spa to another while the customer waited in a third spa. Â After grinding us for several hours and going over all the extras he needed(6' three tier steps w/ handrail, Hydrolic Cover Lifter, 250 mg. ozone, Year supply of chemicals, extra set of filters, booster seat, Bar and 3 stools and sTereo. Â We came to a price of 12,500 out the door
The same weekend we were doing a home show. We informed him that this price was the same as what he could get at the home show. Â He still went to the home show, and After talking with 3 other vendors he walked up to one of my other salesmen and said "How much" Sales man says 11,500, customer grinds more and ends up getting 11,500 o.t.d. No mention of bar, stools lifter just spa, cover, delivery and start up kit.
Day of Delivery: Customer is not happy with the 2 tier step, where is the bar and stools, extra set of filters, and where is the stereo.
The customer is refusing to pay untill we bring out all the things he says he was promised by the salesman in the store.(enen though he didnt buy from that salesman) Â He currently has paid a $500 deposit and owes us $11,000. He will not return phone calls or answer the door when I go by the house. Â California Law will not let us go take the spa back
So I ask you all. Is it the customer that should be leary of dealers asking for to much down, or should dealers be leary of customers that only want to put $500 down. Â It goes both ways. There is an old saying"Buyers are liars" Â Sad, but true
Why would you deliver it with an outstanding balance, or at least refuse to install it when the customer was clearly unhappy. A year ago we had one customer start to leave the house as we were installing his spa, when told that he had to pay the balance before he left, he said he was too busy and would pop in the store later in the week, he left, we left, and the spa went with us. he was so mad he has had no further dealings with us, and his deposit is still waiting for him to come and pick it up, yes, we would give him a full refund.
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Why would you deliver it with an outstanding balance, or at least refuse to install it when the customer was clearly unhappy. A year ago we had one customer start to leave the house as we were installing his spa, when told that he had to pay the balance before he left, he said he was too busy and would pop in the store later in the week, Â he left, we left, and the spa went with us. he was so mad he has had no further dealings with us, and his deposit is still waiting for him to come and pick it up, yes, we would give him a full refund.
The customer refused to pay after the crane put the spa in and the crane had left. It was our mistake. We should have taken the credit card before it came off the truck. Guess it wouldnt have mattered. He would have just called his credit card company and stoped the charges
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OK, I vote for J._McD as having the worst customer so far. I vote for Terminator for the best looking models--what a life this guy must have.
Come on dealers, there has to be some more jerk stories out there. They aren't savvy enough to read this forum anyway. My Cal Spa neighbor probably has them all beat. Come on dealers, spill the beans..... ;D
Gumbo, I don't know if you should really go there, we will have to double our meds just to relive the experience.
We have "fired" 2 customers in 22 years, because of grossly indignant, self righteous and beligerent attitudes over self inflicted issues that could never be their fault.  It was all about their water quality and the ozonator we put on the spa.  After 2 weeks of spa ownership, we showed up with a cashiers check for the amount paid, 6 guys, drained the spa and were gone in 20 minutes.
This one we didn't fire, but it was the only warranty we ever VOIDED.  Customer / part-time, self taught, novice builder/contractor / financial planner / attorney building his own 1 mil + home, insisted on recessing his portable Hot Tub in a cinder block "well" leaving 4 inches on all four sides and no access to anything, without a sump pump pit, just outside the basement doorwall, below grade, with a rising slope out to the back yard, all of which was over our objection and against our advice even though we insisted on the sump pump, but he knew what HE wanted.  The plumbing inspector "red tagged" the project when he found the Tub "floating and bobbing" in the pit, connected to 240 volts and the GFCI breaker tripped in the Spring.
He had pulled it out with a crane and had us out to do "warranty work" according to him, which required all three pumps, blower and circuit control load box and ozonator to be replaced and he stuck us with $1,800 worth of installed replacement parts refusing to pay the cost of materials.  But, he did install a sump pump this time.
I am sorry, but I feel some chest pains coming on and need to go find my meds. ;)
And customers and shoppers wonder why we sometimes feel the way we do. :-/
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Why do you want to know about stories of human nastiness, stupidity and bad luck? This is starting to make my head ache.
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OK, I vote for J._McD as having the worst customer so far.
Gomboman, does that make me lucky or not. ;D
It's all about human nature and the luck of the draw. We all get them every now and then. Just like the consumer that pulls a dipsy dude for a dealer. You can't win 'em all. You just gotta make things work and get on with it realizing that greater than 85% of the people that you will deal with are really very nice people that do not want to be taken advantage of.
Everybody want's their problem to be somebody else's problem, regardless of what it is all about. Did you ever think of what happen to all of those spoiled little children that grow up and never change?
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I had a lying, sneaky dog of a customer a few years ago, a local plumber.
His wife wanted to come and test soak in a HS Landmark spa. Â She called ahead and wanted to know what to wear in the store. Â I told her not to worry as I had robes available that she could wear from the bathroom to the mood room. Â She showed up, I gave her a robe, she changed in the bathroom, and then walked to the mood room in the robe.
After a few minutes, I went in to check on her. Â She's sitting in the spa IN THE ROBE! Â I bit my lip, turned around, and tried my damndest to keep from having a heart attack from laughing.
When it was time for her to get out, she couldn't. Â The robe had soaked up so much water that she couldn't climb out of the spa. Â I told her to take the robe off and she told me she couldn't as she was nekkid underneath.
I helped her out and lead her to the bathroom. Â She got dressed and wrote me a check for $9000. Â I went to clean up the bathroom and nearly gave myself a hernia picking up the robe. Â Bet it weighed 40 lbs!
The day before we were to deliver the spa, her husband calls me and said they have to delay the delivery 2 weeks as he needed to do some landscaping. Â He also wanted his check back. Â I told him I would be happy to hold it for him but he said that it was the wrong account, he wanted to use his business one. Â No problem I say.
When his wife came to pick it up, I asked what kind of landscaping they were doing.
"Oh, Albert is trying to make room for the gazebo that comes with that other spa he bought on the side of the road yesterday. Â I wasn't supposed to tell you about that, but I REALLY want your spa. Â This other one's only $4000 and it comes with a gazebo."
"Well, I appreciate you being honest with me and you are a very sweet person. Â Albert, though, is a lying sack of dog squat, and I'll be sure to remember that if anyone wants a plumber referral."
She agreed.
Terminator Â
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My "favorite" customer purchased a top of the line Jacuzzi at the county fair. We delivered it in a 40' enclosed moving van. The customer noted and took pictures of the spa on the truck. We had already uncrated it and removed all the wrapping so there would be no trash to haul away. (We don't do that anymore!) The customer decided that the cabinet didn't fit right and since the spa had residual water in the plumbing, it must be a used spa that had been dropped. He then conviced MasterCard to reverse his credit card charges. (The credit card companies will never back the merchant if it looks like there may be a lawsuit.) The customer then contacted Jacuzzi who verified that the spa was, in fact, new. Jacuzzi offered the customer another spa! I offered to make the exchange without charge to the customer. He declined the offer of a new spa! I then offered to pick up the spa and refund his $500 deposit. He said "this spa isn't going anywhere". He was willing, however, to renegotiate the selling price. I think his offer was 50% of the original price. Ha-ha-ha! He left me no choice but to file a lawsuit. Four years later the court awarded and I actually collected all the money due plus 10% interest per year! ;D
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My dream is to someday become a spa dealer. I just want to see what I'm getting into. ;D
Why do you want to know about stories of human nastiness, stupidity and bad luck? This is starting to make my head ache.