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6 years ago
Unprofessional, dishonest, bullies. My husband and I bought a spa and cover in June. It was the floor model and took 3 weeks to be delivered to our house. Upon delivery, the employees filled the spa, but when they put the cover on, it was obviously too small for the tub. My husband questioned it and one employee agreed and confirmed that was the wrong lid made by a different spa manufacturer. Not to worry, they told us they had a trip planned to Vegas and should be able to pick up the proper lid for us within a week and would get back to us soon. (I should also note they broke one of our sprinkler heads during delivery and one of the employees had to return later that night because he had forgotten to bring some of the items we ordered, so it was not a smooth experience, but we didn't say anything negative and were willing to overlook these issues). After a week and a half, we had not heard anything, so we called and the owner answered and said he would look into it and call us back. He did not call us back, so we tried texting the business number. A week later, we received one text that the replacement cover was in and we asked when it would be delivered but he never responded. Another two weeks went by with no updates. At this point, we were starting to get concerned about the lack of communication and failure to return voicemails, texts or answer calls during business hours. We went to the store during business hours, but the store was closed. This made us worry that Durango Spas Company took our money but was not going to deliver the proper-fitting cover that we had purchased. (Note: we were also told we would get an upgraded version of the cover, but at this point, we just wanted one that fits as bugs and rain are able to get into our spa since the small lid leaves gaps.) The next day, I called again during store hours and a man just answered with a very gruff "Hello?". I explained who I was and that we had been trying to get the correct cover for our spa. With a very annoyed tone, he told me the covers were in and he would check on the status and call me right back. I asked who I was speaking with and he paused, then said Blakely. This was very odd, as I had worked with Blakely up to this point. Between our hour-long sales appointment and 2+ hours during the delivery, I had spent several hours talking with Blakely, and it's Blakely's voice on the Durango Spas Company voicemail message. I know the sound of his voice and the way he speaks. He is a polite 18 year old, saying "sir" and "ma'am". This was an older man with a deeper voice, different way of talking, not polite, and 100% not Blakely. Although taken aback, I still gave the employee the benefit of the doubt and did not question him, hoping we could just get our correct cover that we paid for and be done with our transaction. Of course, despite telling me he would call me right back, he did not call. Based on what happened next, I believe the person my husband and I spoke with was the owner, Seth Smith. Knowing at a minimum he was being dishonest with his name and about promising to call us back three times and not doing so, I called the store several times during business hours, but no one answered. I finally texted and requested that Seth Smith call me back. I stated it had been 4.5 weeks and no one would return my calls and then asked if they were still in business. Seth Smith responded and identified himself, and told me that the covers were in and they would be scheduling deliveries. This was the third time we had heard this over 2 weeks, and with the lack of communication, it was starting to feel disingenuous. I offered to schedule a time to come pick up the cover, but he refused to schedule a time, was incredibly disrespectful and insulting and threatened to come pick up my spa from my house. To be clear, during this whole situation, I had only stated facts, had never raised my voice or been rude in my phone calls, threatened anything, or requested any kind of refund or return of the spa. All I requested was that we get the cover that we paid them for. However, Seth clearly wanted to insult and bully me so I would just give up on expecting to receive what I paid for. I completely understand that these are difficult times and things get delayed; however, we were never ONCE told of any delay. We were told multiple times over a period of 2 weeks that the covers were in stock but could not get anyone to commit to a delivery or even us picking it up at their store. If Durango Spas Company had been responsive and communicated that there were delays and they would get to it when they could, we would have totally understood that. What I can't understand is someone telling me something I paid for is in stock but refusing to coordinate any time for me to receive it. Note that I left the phone number in the text message screenshots, for proof, as it is their publicly listed phone number for Durango Spas Company. read more
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225 E 8th Ave
Ste C
Durango, CO 81301
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(970) 739-7722
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