Hot tub rental - faulty

wiltsguy_2

if it was me, i would expect a 33% refund, open a case with paypal, then they dont have a choice in whether they issue a refund or not-Paypal will.

If you didnt get the service you paid for, why pay is my look out. They either cant afford to refund you or feel you dont deserve a refund! Either way it's not your problem.

susancs

KatieDee wrote: »

I do have a text from her stating it takes 12/24 hours depending on the weather (it was warm this weekend) and the guy who came out to fix it told me 12 (although I know this is my word against his).

I tried to turn it on at 7am so even if it hadn't heated up fully, it would have been warm enough to use on the Friday night with around 9 hours to heat up. Regardless of this, it worked for an hour before stopping so even if I had turned it on the Thursday night after filling (which took two hours), I probably wouldn't have known until around 10pm at night (where it's unlikely they'd come out to fix it anyway) or until the next morning when I woke up to find it had an error code. The set up guys were not going to stay an extra three hours after installing just to see if the pump was working.

I feel she's making excuses and just ignoring the issue, which is making me more frustrated. It's like she's just ignoring the law.

It seems unlikely that she is going to back down, so IMO you have nothing to loose by doing a paypal claim. I would clearly state that you had hired a hot tub after having received a text from the company owner stating the once turned on and dependant on weather, the hot tub water should be hot in 12-24 hours (attach a photo of the text to your claim) and that due to the hot weather you had a reasonable expectation that 12 hours would be enough time to heat the hot tub. Then state you turned it on at 7am to find it had stopped working at 9am and although reported quickly it was not repaired until 5.30pm, hence leaving no time for the tub to heat up for use that night as planned, as the repair man stated it would be 12 hours before it would be ready to use (and in fact it was hot by the following morning). You feel that you are being reasonable asking for a refund for the period you were unable to use the tub, due to the fact it was faultyand needed a repair i.e. 1 days hire, but the seller is refusing to refund for the lost days hire.

KatieDee

Thanks guys. As per usual you've been wonderful!

I didn't really want to push it, as I appreciate that she is running a business, plus she has been really lovely so far. I won't be ripped off though!

I will provide an update as soon as I hear anything

m0bov

A lot of companies are nice as pie, but as soon as it costs THEM money, they turn on you.

I recall a Fishing Tackle Shop I used to use, free coffee, lots of chat and banter. But when I returned an item for a refund, they did'nt want to know until I refused to leave. Its the same old story, she's not your best friend and is'nt doing you a favour, its business.

kimbyanne

Sounds like a Lay-Z-Spa? In which case, takes no more than 12 hours to go from cold to 40c. Turning it on Friday morning would have enabled you to use it the Friday evening.

[Deleted User]

Yes its a business, but why should you pay for something you were not able to use because the tub was supplied not working? It should have been checked before it went out. The replies given are not good, they are just standard 'lets get out of this' mails. It was not fit for purpose when sent out if it broke within one hour of turning on!

Personally I really dislike being messed around!

Who deserves your money more.., you or the company who is messing you around? If you want to donate, there are plenty of charity boxes around!

pinkshoes

Just tell her an extra couple of days would not have been useful, as you already had to change your Friday night plans due to it not working. I would then insist in a 33% refund of £X, and say that if this is not received within 7 days, you will be taking the matter up with paypal, and if required through the small claims court.