ComplaintsforDiscounter's Pool & Spa Warehouse

• Initial Complaint

  21/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Contacted "*** ** *** *** * ******** ****" on Jan. 17/2024, @###-###-#### at the suggestion of "Cindy" the salesperson at Discounters Pool and Spa, ******* **** Oshawa (where we purchased the hot tub originally) for repair of a leaking underwater light lens. Repairman attended our residence on Jan. 26/24, and advised us that he was ordering the defective part from Discounters, and we could expect his return and repair in 2 weeks. Called "*** ** *** ***" on Feb. 26/24 and spoke to "****" who advised us that the part was still on order, and had not been received. I asked him why there was no telephone follow-up when the expected repair date had passed, and he could offer NO explanation. Called "*** ** *** ***" onMar. 21/24 and spoke to "****", who gave me the same **** excuses that "****" gave me on Feb. 26/24. The part is a small simple clear plastic lens, approximately 2.5 inches in diameter. I fail completely to understand what the problem is, and why there is NO ongoing communication from "Discounters" nor from their repair service "*** ** *** ***. As our spa is outdoors, I have had to deal with this leak every 3 days, adding water constantly so the tub will continue running, preventing it from freezing up and destroying the pump and plumbing. ** *** ******** **** ****** *** *** ******** ******* ** **** *** ** **** **** *** ******** ******* ***** ****** **** *** ** ***** We just want our spa repaired! *** *** ****** **** *** **** ** ******* **** *********** *** *********** ******* ** ** **** ** ***** *** ** ********** ************ ** **** ******** *** ** ** **** ***** **** **** ***** ********* **** *** ****

  Customer response

  10/04/2024

  Yes, the dispute continues, with NO settlement of the promised repairs (now a 4 month delay)

• Initial Complaint

  01/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hello there and thank you for taking the time to review our issue at hand. As of early October last year we had placed an order for a hot tub cover with Discounters Pool and Spa in Barrie, (112 Saunders road, unit #1 L4N 9A8) Since ordering in early October we've are yet to receive our purchase. We are currently into out 13th week of waiting. We have been corresponding through emails however all of them with empty promises of dates and times to be delivered. Today after speaking with management, things are still pending we have been told she is unsure as to when it will arrive. All of our effort have fallen on deaf ears. We were promised delivery multiple times over the last month and we are yet to receive it. We've been in and had discussions with management and still with no resolution. At this time we have asked for a refund and she has denied this. We are at a loss. Frustrated and feel a bit defeated. Please help Thank you for you time. ******* *********

  Business response

  18/03/2022

  Business Response /* (1000, 8, 2022/03/14) */ Customer has since picked up the the custom designed spa cover and was gifted some freebies to accommodate the wait. Custom orders cannot be refunded once in production which is why we were unable to provide a refund. Unfortunately, we can only provide dates that the manufacturer confirms to us, which during these times, can change quite frequently due to material shortages. Consumer Response /* (2000, 10, 2022/03/17) */ I just wanted to inform you that my husband and I have found a resolution and no longer need a caseworker to resolve what has been finalized.

• Initial Complaint

  31/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a ************** Spa in April 2021. It was delivered in July 2021 and included a one year warranty The GFIC plug on the tub arrived broken. I contacted the seller immediately and had a technician out to replace the cord within a week. I was very happy with the service provided. Fast forward 7 months later, over the past few days the GFIC cord has been randomly shutting off causing the temperature to drop near freezing on several occasions. I reviewed the service manual which suggests that any number of issues can be occurring. The service manual also states that a certified technician should be contacted for all repair work. I contacted the company directly and explained the situation. They first attempted to blame my electrical outlet which is on a dedicated switch, still working and does not trip the breaker. After I refused to accept this as a response. I was told to go to my local hardware store and purchase a new GFIC box and install it myself. They refused to honor the warranty or have someone come out to do a diagnostic check to determine the cause of the GFIC failure. They stated that "its like changing the batteries in your remote control on your TV nobody does that under warranty". I have no electrical certification training, and no idea what I am looking for in terms of a part, or where it can be purchased or how to put it together once I do have it. The manual says that any tampering of tub electrical systems can void the warranty. I asked to be put through to a Service manager, and the caller indicated one was not available that I would be placed on a list for a call back. When I ask for a name or number for contact they provided the original service line number and would not provide any further information. They told me that if changing the GFIC does not work to call them back again. The product I purchased came with a warranty. I would like the company to follow through on their Warranty and repair the problem.

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