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Complaint Details
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Initial Complaint
10/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a ********** hot tub with full LED package, and for 110 volts connections. I was told it comes with LED on waterfall and comes from factory with 110v. It was delivered on April 22nd 2022. It stopped heating before reaching the expected temperature levels. The person at the Kitchener store, tried to convince me the LED was not included on my package, and I had to contact ***********, the company, directly and get an e-mail proof, which I have, that it does have LED on the waterfall. The person then, Gabriela, said she would include the LED but first would send the technician to resolve the heat issue. 1) On May 4th, a technician said the wires were a switched and it actually does not come as 110V from the factory but as a 240V and he had to switch it to a 110V. I was certain he was lying but let him do the work, jus in case. The hot tub continued not to work. By the way, he said the motor had overheated and that it smelled burned. 2) On May 6, another technician, Griffin, came and said that the problem was the control panel. Again, it did not make any sense because the panel was working fine, showing the temperature of 85 degrees and giving an error code LF for low flow. In any case, he insisted on changing the control switch and said now it should work. Off course it did not and in a few hours it stopped heating again an the error code came back. I am certain everyone there lies a lot and know the hot tub is faulty. They lied about the LED not being included and now keep lying, pretending to fix the problem while doing something not related to the issue in place. I want a new hot tub as per the purchase agreement, or even my money back because I am scared of dealing with them in the future if a problem were to arise again. ***************************************************.
Business response
06/06/2022
Business Response /* (1000, 5, 2022/05/26) */ We have fixed the issue with the customer's hot tub and she is satisfied.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.