Acura Spa Systems

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Thanks Danny for appreciating our valuable products and customer service. B regards Joseph Elnar 951-684-6667 XT 223

Response from the owner: Our products are for sale but not our values We have been manufacturing spa pumps for over 30 years. Only for the last 5 years we have been selling our spa pumps factory direct to the public. Mr. Nagel had enjoyed our pump in his hot tub for over 7 years. Mr. Nagel stated on our survey that he was happy with the longevity of our products and enjoyed purchasing factory direct that saved him money instead of buying through the middleman. He also commented on a previous order in 20013 “Quick responses through your sales team emails. Thanks for the support.”. On 11-6-2016 Eric Nagel ordered online the “ME” series pump for $279.45 plus Tax plus Insurance for a total of $309.45. The order number was 112065.He also provided on line a credit number to pay for $309.45, not only $279 as he stated in his complaint. After he placed the order he realized that the ME pump he ordered is wrong and would not match the plumbing of his spa. Mr. Eric Nagel called the following week and wanted to change his ME pump order to a different Model Number. Once I realized the proper Model Number for his spa, I e-mailed him the price with the new pump model number for $344.33. I also emailed the link to order online since we do not take verbal orders. He replied to my e-mail authorizing the $344.33 price for the new pump. He asked me if I can modify his order to reflect the proper pump. Just for the records we are replacing the price from $279.45 for the wrong pump to the $344.33 for correct pump. We built the second pump and boxed it to be shipped. Our accounting department sent to him an itemized invoice for $344.33 plus tax plus insurance for a total of $383.36. He called around our closing time insisting to talk to me, but I was on a conference call with a client from Ohio designing a swim spa control, heater and pumps. Mr. Nagel would not leave a message. He wanted to wait on line. It is already past closing time and our office manager wanted to close and go home. He accused her of lying and that I am trying to avoid his call. She promised him that I would call him once I was done with my call and before I went home. He started using foul language and threatened to reverse the charges on his credit card. She told him “you do not have to do it, I will save you the time and cancel your order”. I called him back before I went home that evening, he was not a gentleman at all. He kept on complaining about our office manager and accused her of changing the prices. He did not want to pay the sales tax. I told him we must collect the sales tax and our prices are published online for you to verify. I had to end the conversation due to his long list of unfounded accusations in a very loud voice. Mr. Nagel had no reason to complain about our customer service. We should be complaining about his disrespectful behavior to our employees. Our products are for sale but not our values. Acura Spa Systems Inc President and Founder Joseph G Elnar