5 On Your Side

Woman Soaked by Scratches on Hot Tub

Posted February 22, 2007
Updated February 26, 2007

— A Harnett County woman turned to 5 On Your Side for help after the $6,000 hot tub she purchased was damaged on delivery.

Patrice Gohier said the tub works great, but she wanted it to look nice as well. Panels were cracked and scratched as a delivery crew raised it onto her deck in September.

"He noted the damage on the paperwork and that they would fix it, and I was like OK," Gohier said. "I really didn't have a problem with it then because they said they were going to replace and fix it."

In the months that followed, she said, she repeatedly called Recreational Factory Warehouse in Raleigh, where she purchased the hot tub, and the delivery company to find out when the damage would be repaired.

"They'd put me on hold, and I'd be on hold anywhere from eight to 10 minutes and hang up and call back," she said.

The little information Gohier did get was conflicting, she said. She said she was told once that new panels were in, only to be told a month later that they had just been ordered.

"I said, 'You know, this is getting ridiculous.' I said, 'I'm fixing to get WRAL involved. ' They said, 'No, don't do that, don't do that. We'll take care of it,'" she said.

After almost five months of waiting, Gohier finally did call 5 On Your Side.

"I'm just disgusted. I'm just disgusted with it," she said.

Recreational Factory Warehouse manager Reese Martin told 5 On Your Side that he got involved in Gohier's case in December. The people handling it before him "dropped the ball," he said.

Martin blamed delays on the panel color, saying the gray finish is difficult to get, and said he should have called Gohier and told her what was going on. He then called Gohier, who said he promised to make her spa "look brand new."

But Chris Scott, the retailer's general manager, called and accused 5 On Your Side of being on a "lynching mission." He said Gohier bought a "scratch and dent spa" and contended that the damage was already there.

Recreational Factory Warehouse did nothing wrong, but simply "feels obligated to help," Scott said.

Gohier, Martin and the delivery company all said the hot tub was damaged on delivery.

Three days later, a crew repaired Gohier's spa, and she said it's now inviting both inside and out.

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  • blisstate Feb 27, 2007

    Thanks Monica! I will pass the word on to stay clear of Recreational Factory Warehouse off of Capital Blvd in Raleigh.

  • Thinking Right Feb 26, 2007

    I purchased a pool from here and paid to have their contractor to install it, what a mistake. The installation was not done correctly leaving rocks under the pool liner and the pump did not work on arrival. Much like the other stories here, you might get a good deal on something, but there's going to be something wrong with it and good luck trying to get this company to take responsibility for the products they sell. Their finger pointing at the other guy appears to be their modi-operandi, or the way they work. In my opinion, this place is slightly less then a full scam. They are only concerned with selling products, and clearly demonstrate they have no interest in after the sale care...unless it is made public. Good job WRAL! This is the reason why I read this site.

  • jmurach Feb 26, 2007

    Maybe it was scratch and sniff?

  • freidi Feb 23, 2007

    We purchased a brand new hot tub (spa) and what we got was the used floor model with 2 cracks in the finish in the floor of the unit. It was also missing manuals, jet inserts and was not in any type of packaging when it was delivered. The company we purchased this unit from was not quick to replace it but eventually did and also upgraded our spa, too. I always use a credit card with a reputable dispute method where the vendor does not get paid until the consumer is satisfied. It works.

  • BIG YAWN Feb 23, 2007

    If it was a "scratch and dent sale" the delivery people shouldn't have put on the receipt that it needed to be repaired.