ComplaintsforCal Spas

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family purchased a spa from *** **** **** ** *** *** ********* XXXXX.Purchase date was *********** was delivered ********* ***** we noticed an abundance of cracks on the spa shell and contacted the dealer.We waited until ****** when a technician examined the cracking on the spa shell which had since grown in quantity and size.He stated this should not be happening and said it would be covered under the warranty.*** **** then scheduled a repair technician to fix the cracking under warranty.The technician could not make it out for the repair until ********** the visit he said this was a factory defect that was caused by the shell not baking correctly at the factory and he could not guarantee his repair.When we emailed *** **** on ******* asking if they would extend the ******** of the repaired area for 2 *** since the current two year warranty would expire in 4 months they responded with a 6 month ******** for the repair.1 month later the cracking started all over again.I emailed *** Spas on ******* informing them that the repair had failed and cracks were appearing in the repaired area as well as in previously unaffected areas.The cracking on the spa shell is leading towards the interior water line of the spa at which point the spa will be leaking water ruining critical components inside.The spa will be unusable.We paid ***** for the spa plus **** delivery **************** the **** spa lifter accessory and we have spent ********* ****** *** Spas offered ****** dollars to buy out the shell warranty.That means my family would be left with an unusable spa that we would have spent ****** *************** dollars on.We cannot afford to lose ***** and pay for removal ****** and disposal of the broken spa.We are asking that *** **** protect their customers and not steal from them. We would like either the cracked shell of the spa replaced entirely new with a ******** or a refund of the purchase price of the spa. Thank you

  Business response

  10/24/2022

  Business Response /* (4000, 15, 2022/10/11) */ On 5/4/22, customer was offered a couple of options regarding his spa. On 6/7/22, customer agreed to receive a ****** credit to buy out the ******* ********* The equipment, plumbing and cabinet warranty is still valid until the end of the current warranty period.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Back in mid July, I went to Dream Style Hot Tubs & Spas of Albuquerque with the intent to purchase a hot tub. My very first question to the sales associate was.. "How long would it take to have a hot tub?" and the associate replied "I can have you in a hot tub by the end of August." Meanwhile, it is now November 1st and I have yet to receive a hot tub or notification from the sales person or business representative as to the status of my order. Each month (sometimes twice a month) I had to initiate ALL calls regarding the status of my order. With each call, the business representative would extend the due date by another month. After 12 weeks of waiting led me to once again call the business and ask if I could just cancel the order. To be clear, I did not make any special or custom order. The sales associate told me that the a tub was already on order from the manufacturer and due to their show room August 25th. I was just going to purchase a hot tub that was already slated to arrive to the showroom. At this point, I simply said that I would be interested to purchase that hot tub that was already coming. The response to my request from the business when requesting to end the transaction and having my deposit returned was that I was already in contract that stated that if I canceled my order, I would lose my deposit. The contract does state that their are unforeseen delays they are not responsible for, however, the wait time is far beyond what they told me and the promise from the sales associate was a false claim. This entire experience has the premise of "bait and switch" that has left me disappointed, frustrated, and an unfulfilled promise the sales associate made. I do understand that there are current delays, but at the time of purchase, that was not stated. I have waited a far reasonable time. I simply want to end the contract and have my deposit returned to me. Dream Style is simply holding me hostage to a contract they cannot deliver on.

  Business response

  07/15/2022

  Business Response /* (1000, 5, 2021/11/03) */ Cal Spas is the Manufacturer of the products and Dream Style Hot Tubs & Spas in Albuquerque NM is an authorized selling Dealer. We have reached out to Dream Style and was advised that a resolution was made and the selling Dealer is processing the cancelation and refund on money paid by the customer.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased a *** *** on 3/23/2021 through authorized dealer. At that time, we were told that it would arrive in August 2021. On 8/1/21, a phone call was made to the authorized dealer who advised that *** *** was running behind and the product would ship on 10/19/21. On 10/19/21 a phone call was made to the dealer who said *** *** is still running behind and expects the product to ship in November 2021. We have already paid $********* with a remaining balance of $*********. The authorized dealer reports they have no communication with *** *** and are unable to get a clearer shipping estimate or explanation for the delay. We would hope to have more information as a result of this grievance. Invoice with details is attached. Respectfully, ********* ***** XXX-XXX-XXXX

  Business response

  11/04/2021

  Business Response /* (1000, 8, 2021/11/03) */ Cal Spas is the Manufacturer and Hot Tub Discounts is a Dealer who is Authorized to sell Cal Spas products. With that being said the dealer is being honest about the material shortages and unforeseen delays this has caused to our production. At this current time the estimated production date is the End of November with a ship date of Early December. We have also relayed this information to Hot Tub Discounts. We apologize for the delay. Ref: Serial # 22S-XXXXXX Model # ****** Order # XXXXXX Consumer Response /* (2000, 10, 2021/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for the response and update. It is much appreciated.

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