ComplaintsforCal Spas

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am writing to file a formal complaint against CalSpas regarding their handling of a warranty claim for my defective hot tub, serial # **********. While ********************** has acknowledged the defect and approved my claim for a replacement, the terms they have offered impose an unreasonable financial burden on me as the consumer.Business Information: CalSpas Complaint Against: CalSpas Product/Service: Hot Tub (Serial # ******************* Date: June, 2021 Problem Date: 02/24/2024 Complaint Description: CalSpas has approved the replacement of my defective hot tub with a 2024 EC767BX model. However, they are demanding an up-charge of $1,915 for the replacement, in addition to my responsibility for the costs of removal, shipping, delivery, and installation of the new unit. This is despite the hot tub being under warranty, which should protect consumers from such significant costs due to manufacturing defects.Desired Resolution: I request that CalSpas honor the warranty by replacing the defective hot tub without the excessive up-charge, making the replacement process fair and accessible. The costs should be limited to the delivery and installation of the replacement spa, as per the reasonable expectations under the warranty terms. I have attached all relevant documentation, including the warranty details, correspondence with CalSpas, and the *** request approval.Thank you for your attention to this matter. I look forward to your assistance in achieving a fair resolution.

  

  Business response

  03/27/2024

  Hello *****,
  We have reviewed your RGA (Returns Authorization Request)and have determined that your spa has been approved to be replaced under the terms of your Limited Warranty.  Under the Proration of Warranty it states the following:  Units determined by the Company to be non-repairable will be replaced on a prorated basis with the same or a comparable unit. The user will be charged one percent of the current retail cost for each full month of ownership from the date of purchase through the date failure is determined to be non-repairable. This charge will be waived during the first twelve months of ownership.  Your spa was delivered 9/15/2021, the issue was reported 2/21/2024 which is 29 months of ownership; hence 29% of the current retail cost would be your responsibility as the spa owner.
  In addition under Performance it states the following: If the Manufacturer determines that repair of the covered defect is not feasible, it reserves the right to provide a replacement spa of equal value to the original purchase price. In such an event,reasonable costs for removal of the original spa, shipping costs from the factory for the replacement spa and delivery and installation of the replacement will be your responsibility as the spa owner. The replacement spa will carry the balance of the original spas warranty. Spa covers are not included.  The current 2024 models are no longer equal in value.
  We as the manufacturer are following our Limited Warranty Guidelines.  Your dealer Dreamstyle Remodeling did offer to cover half of the costs of freight and installation Etc.  In good faith, we the manufacturer are willing to reduce the up-charge by $415 to $1,500.
  We hope this will be an acceptable resolution.
  Sincerely,
  ***************************
  Customer Service Manager

  Customer response

  04/04/2024

   
  Complaint: 21483879
  
  I am rejecting this response because: I simply don't have $1500 in additional funds to come up with for a product that I already paid $12,000 for.

  I only have $500 available to spend. 

  
  Sincerely,
  
  ***********************

  

  Business response

  04/09/2024

  Hello *****,

  We are unable to reduce the cost to $500.  We will extend the approval for an additional 6 months to allow time to collect the funds needed to move forward with the replacement under the terms of your limited warranty.

  Thank you,

  Cal Spas

  Customer response

  04/09/2024

   
  Complaint: 21483879
  
  I am rejecting this response because: I dont have $1500 available. I only have $500 available. As Ive already spent $12,000 for a faulty product that no longer works. In good faith, I would think a full replacement at zero or minimal cost($500) should be sufficient. The limited warranty was not explained at time of purchase. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Kona Hot tub was received defective- the light was not threaded properly, causing a leak which destroyed our flooring. There was also a chunk of plastic lodged inside one of the jets which blocked the water. The company never responded to our emails.

  

  Business response

  11/20/2023

  Hello ****,

  I apologize for the issues and inconvenience this has caused.  I was able to locate a warranty claim submitted by your selling dealer.  The repair was completed earlier this year.  I searched for any emails from yourself and we don't have a record of receiving any.  You can email me directly ********************************** so we can see how we can assist you.

  Serial # **********

  Claim # **-11509

  Sincerely,

  *************************** - **************** Manager

   

• Initial Complaint

  09/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received the **** Calspa Hot tub 1 year ago from ****************** in ******* ******.it has had 4 leaks, broken intake , 2 failed pumps, faded headrests , jets that don't function. Our biggest complaint is the salt generator , it will not keep the tub clean, the unit has been replaced twice. We supplement daily with chlorine tablets. It certainly isn't as marketed.

  

  Business response

  09/26/2023

  Hello *****,

  I apologize for the issues and inconvenience you have encountered with your spa.  I will be contacting your Dealer to see how we can assist in getting your spa up and running.  I will also be sending you an email with my contact information so we can work together.
  

  Thank you,

  ***************************

  Customer Service Manager

  Email: ********************************** 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been trying to work with both local authorized dealer as well as Calspa to get our hot tub fixed. Our local authorized dealer sent a tech out and the first time they told us the hot tub was a total loss and to check with my homeowners insurance. The 2nd time they said it could be one of 16 jets but that probably won't fix it either. Right now, they want to charge us $125 to come tell us the hot tub is broken and to buy a different brand. When we reach out to Calspa, they tell us to go back to the dealer. There's a significant disconnect between Calspas expectations of the authorized dealer and the level of service the local deal is providing. We just want someone to assist in getting our tub fixed. For reference: Model L-S19-BC867B (Thread:417440)

  

  Business response

  09/14/2023

  Hello,

  In order for us to assist we will need the following information.

  * Dealer where the product was purchased from.

  * Invoice showing model and serial # along with date of purchase.

  * Who was contacted for repairs?  ******************************** Information.

  Thank you,

  ***************************

  Customer Service Manager

   

   

  Customer response

  09/19/2023

   
  Complaint: 20598778
  

  I wasn't sure how to respond without rejecting the response. Please find my answers below.

  * Dealer where the product was purchased from. **************** Spa - *****, **

  * Invoice showing model and serial # along with date of purchase. I don't have the invoice but the Model # is: L-S19-EC867B and the Serial # *************, unsure on exact date of purchase but delivery date was **** 2019

  * Who was contacted for repairs?  Authorized ********************* Information. **************** Spa, *****, ** ************ - We also spoke to *** at the *******, ** CalSpa location. 

  
  Thank you,
  ********

  

  Business response

  09/20/2023

  Hello ********,

  We have been in communication the Service Manager at Home Innovations.  It has been disclosed that you are the second owner of this spa therefore warranty would not apply.  We were also advised that you were informed of this during your initial call for repairs.  The dealer also advised that the last service was on 9/11/23 with no further communication that an issue was still present.

  The dealer is willing to provide service based on their rates and fees.  Please contact them directly for assistance.

  Thank you,

  ***************************

  Customer Service Manager

   

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a calsps hot tub model # Model# AM756BW, from the *********** The hot tub arrived at my beach house in February of 2022. Almost immediately the hut tub started falling apart at an unprecedented speed. The blue tooth sound system, which was one of the main reasons I chose the spa, stopped working in less then a month. All together i believe we used it 4 times before it stopped working. Also the water fall k*** broke almost immediately. We have to warn people not to touch it or it and water will shoot up in the air everywhere. This hut tub has not been at a rental property. I have personally been there every time it has been used. This hot tub has not abused. It is a piece of junk. I have tried to email Cal spas to have them fix it. But they refuse. I have emailed with their customer service manager, ***************************, and she has been completely unhelpful. She hardly ever responds back. If she does, its definitely not in the time frame their website claims and always unhelpful. Multiple times she has had me taking apart a brand new spa to try and fix it myself. Why should I be taking the walls off the spa and testing voltage on a brand new spa.

  

  Business response

  08/09/2023

  Hello ******,

  Based upon email thread:386385 you have been communicating with **************.  Most recent communication was Tuesday 8/8, ************** is sending you out parts to take care of the issues you are having on claim # **-16277.  It is also noted that you will have your local servicer assist with the installation of said parts and provide us with the invoice for reimbursement.  Is there something further you require?

  Thank you,

  ***************************

  Customer Service Manager

  #************

  Customer response

  08/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received my Cal Spa on January 4, 2023. Upon filling with water a leak was detected. I paid $10,225.00 for said leaking spa. I was under the impression that I would receive a spa free from defects such as leaks. That did not happen. I am getting very poor customer service to fix or replace said spa. Customer sales order #***** I currently have a funnel zip ties to the leak location feeding into the hose come out of the spa so this hopefully mitigates any water issues inside sealed spa area.

  

  Business response

  02/10/2023

  Hello *****************,

  We apologize that you are experiencing an issue on your new spa.  We have reached out to your selling dealer and they have advised that you are scheduled for service early next week 2/14. Rest assured that they will get your spa repaired and you will be back up and running.

  Thank you,

  Cal Spas

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently bought a ****** ***** ******* **** with cover and lifter. The Lifter broke after a month of use. I didn't try to get it replaced I just ordered a new one. The new one had a different design and does not fit properly. Ive been emailing them with pictures and still getting the run around. I've spend over ** on this hot tub and didn't even ask for a replacement on the first lifter. Now I have a broken lifter and one that doesn't fit on a new hot tub.

  

  Business response

  09/16/2022

  Business Response /* (1000, 8, 2022/09/15) */ Cal Spas has agreed to replace the cover lift for the customer at no cost. Replacement order has been processed and scheduled to ship via ***** on 9/15/22. Consumer Response /* (2000, 10, 2022/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Resolved. Thank you

• Initial Complaint

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is our second time reaching out to the BBB for help with this company. We bought a CalSpa Swim-pro last summer. We are now on our fifth problem with the unit and our second leak. We reached out to the dealer and cannot get any one to return our calls. So we reached out to the corporate office. They assured us that the unit is still under warranty and the dealer had been notified to contact us by phone or email. Still no contact from the dealer so we reached out to CalSpa again on the same ticket and we are still getting now where. Meanwhile, our hot tub continues to leak and it appears to be getting worse. I would just like someone to please come fix this thing and assure me we didn't waste our money!

  

  Business response

  09/23/2022

  Business Response /* (1000, 5, 2022/08/19) */ Contact Name and Title: ***** *****, Manager Contact Phone: XXX-XXX-XXXX Contact Email: ****************** Dealer performed a service call for the customer on 8/17/22. Replacement Parts have been shipped via FedEx and scheduled to arrive 8/24/22. Once received, the Dealer will schedule follow up service call with the customer. Consumer Response /* (3000, 7, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still don't feel that our new swim pro should have three major leaks within one year. I appreciate you sending the repair parts, but it took us filing a complaint to even get a response from anyone. Meanwhile, our spa is still leaking water and the wood frame it sits on has been soaked for well over a month. I don't have a lot of faith left in this product. Business Response /* (4000, 11, 2022/09/22) */ Once the replacement part was received, the dealer was able to schedule a service call with the customer and installed the gasket. The spa is now up and running. We apologize for inconvenience of the service calls. Consumer Response /* (4200, 13, 2022/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The spa is not up and running! The parts were ordered but the gasket needed to replace the jet was not sent. We waited for that part to be received and a second service call was scheduled. Unfortunately, no one arrived on the scheduled date to replace the part and once again we are left waiting for our spa to be fixed. The leak is still there. The spa is still broke. The wood frame continues to absorb water and will likely rot. And we are ready to be done with this company and this spa.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased an ******* supposedly brand new **** hot tub(seat **** from Cal Spas in ****** ******* in ********** *** It was delivered the end of ****** We started to use the hot tub in May, well my daughters first started to use it and my eldest started complaining it was getting hot and mentioned my******************* daughter was turning red in the face and was sweating. We put in a complaint when things hadn't changed and the temperature kept rising again. It was set to remain at *** but it kept climbing up to **** My husband called to have them take a look. They repair guy changed out for a new motherboard. The same issue the next day and the next, the temperature kept rising and anther issue arose, most of the jets are not working. We asked about a return policy and they said there is none. What do we do? What are our rights?

  

  Business response

  08/17/2022

  Business Response /* (1000, 5, 2022/07/26) */ Hello, We apologize for the experience you have had with your new spa. Rest assured that we will get in touch with your dealer to get more information on how we can assist in getting your spa operating as it should. Please note that each dealer is independently owned and authorized to sell our products and do have their own return/exchange policy. This is normally stated on your sales contract at time of purchase. Consumer Response /* (3000, 7, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is supposed to be a brand new hot tub. The price of ******* is not cheap where other customers paid ****** or more less than we did for the same hot tub. I could understand if it was used. You say it is a unique circumstance, so will you treat it as such? The temperature keeps rising. We had a former used hot tub and never had this issue. If the repairman supposedly "fixes" it again and it proceeds to climb in temperature I would like you to honor the return of the hot tub or exchange for a brand new tub that does work. Consumer Response /* (-5, 9, 2022/07/29) */ The repairman was supposed to show up today Thursday, July 28, 2022 to replace with a new pump. No show, no call. We had to follow-up. Consumer Response /* (2000, 12, 2022/08/17) */ I am truly grateful to the Better Business Bureau for respondong promptly and professionally. The problem has been resolved with the business and I am satisfied. Thanks again for your assistance in this matter. Thank you, *********

• Initial Complaint

  07/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I visited the ** *********** on ********* while there, I visited the *** **** *** *** ********* The *** **** on display looked so nice that************ I decided to purchase one. We put down ****** for a down payment, and the remaining was ******** with an expected delivery date within 2 weeks of purchase. Since purchasing the ******* on ********* I have not received a delivery date *********** and I have called *** **** on several occasions but have only been able to leave a message and have received no return call back unfortunately. I disputed the purchase with my credit card company, and the transaction was initially turned around and credited back to my card, but then *** **** reached out to my creditor and stated that I signed a contract of purchase so the creditor reversed the dispute and released the funds to *** ***** I have not yet, to this date of ********* received the ******* nor have I received a phone call of the date of delivery. I re-disputed the charge with my creditor and it is currently in disputes. Please assist with getting this resolved and my ****** refunded back to me as this is the worst purchase I've ever done, and the ***** customer service I've ever ************

  

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/07/14) */ We apologize for the experience you have encountered with your spa purchase from the ** ***** Our representative did reach out to you to schedule ********* however during that time she was advised that you no longer wanted the spa and were ********* the ******* We then ****** ********* Your spa is still ready and can be ********** Our representative will reach out to you today ******** Consumer Response /* (3000, 7, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called ****** of ***** left voice and e ***** to never get a ********* it's been almost 2 months has gone by I was contacting this company to cancel the order and never could speak to any one and I have never received a call I rather not do business with a company with such horrible customer service and ratings. I want to just cancel the order now that I have your attention through the ***** Business Response /* (4000, 11, 2022/10/12) */ Customer was refunded on their credit card the original down payment of ****** on ******** Consumer Response /* (4200, 13, 2022/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Cal spas never answer phone calls I got my refund through credit card company and will never again deal with them they didn't try hard enough to contact us to resolve matter..

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