ComplaintsforPulse ShowerSpas

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September of 2021 we purchased a pulse shower spa. In March 2023 the shower needed a washer due to leaking. According to the Owner's ****** the shower spa has a lifetime warranty so I submitted a ticket for a cartridge to install to stop the leaking. When we received the cartridge, we were having extreme difficulty removing the nut that holds the cartridge without damaging the shower. It was as though the nut was soudered to the unit so we paid a plumber to remove the nut. He also was unable to remove the nut without fear of damaging the shower so we contacted pulse for guidance. We were instructed to reach out to the owner ************************* and was given his email address. We started emailing ****************** in August 2023. Originally ****************** replied to our messages requesting assistance with a resolve, but it took him a while to do so, he offered to send a replacement part that involved removing the unit that holds the nut for which we were willing to try but he never followed through with that suggestion. We emailed him several more times. Finally he responded saying that he could send us a new unit if we paid another $200 and shipping. We replied stating that we already paid $500 for the shower and ask why we would be required to pay an additional $200 if we have a lifetime warranty.We have not heard from him since then. That was September 27, 2023. In the meantime the leaking in the shower is now running water non-stop.

  Business response

  12/20/2023

  Regarding this warranty ticket, this part should be fairly easy to replace however the homeowner was having difficulty removing the faulty part. We offered to replace the entire unit for ****** dollars given the circumstance around this claim. In order to satisfy the customer, we are willing to send a new unit free of charge just ask that they cover the shipping cost.

  All the best

  Pulse Customer Service

   

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a custom home built in 2017. PULSE showers were installed in all of my full bathrooms. I've had a problem of the showers not being able to operate properly. I started a warranty ticket with Pulse about ten months ago. I have followed all of their directions to fix the problem with my showers to no avail. Pulse sent out replacement parts, they were the wrong ones. I've had ************ come to my residence to see if the units can be fixed. The plumbers both stated the cartridges in the lower unit were non operational. When I emailed Pulse that the units that were sent out didn't work, I have not heard from them since.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ***** Showerspas **************** Combo at Home Depot April 12, 2022. It was installed by a professional plumber in May, 2022 when my bathroom was remodeled. The unit developed a leak at the valve in September 2022. The product has a lifetime warranty, so I submitted a warranty claim with ***** requesting a replacement or a refund. providing them with a receipt of my purchase., which the warranty clearly states they would do. I received an email from a ***** representative stating "The nature of the Warranty is to provide replacement parts to restore function of the unit; which in this case we can do so. Should you wish to pursue a refund you would do so through ********** as they are the point of sale which the unit was purchased. We are simply the manufacturer, and have no record of the transaction on our end." That is not stated at all in the product warranty.

  Business response

  01/18/2023

  Business Response /* (1000, 5, 2022/12/19) */ Hello. Our Warranty Department did work with ************ on his warranty issue. The response he noted is correct, as the manufacturer we can supply parts, or a replacement unit as determined by the warranty department. Mr. ******* purchased the item at **********, and we do not have a record of his purchase, and he paid **********, not us. For a refund he must go back through ********** as we have no idea what he paid. When the item is returned to **********, he gets his refund, and we will have to refund ********** for the item. Mr. ******* is correct that this isn't' stated in our Warranty and we are in the process of revising our warranty statement. We apologize for the misunderstanding of our warranty statement, but our hands are tied for the refund. We are not sure what else we can do to appease Mr. *******. If Mr. ******* would like to talk to one of the company officers, he can let us know and I will pass along this information to them. Thank you. Consumer Response /* (3000, 7, 2022/12/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is not satisfactory. The ********** website refers the consumer to file a warranty claim with *****, then ***** doesn't stand behind their own warranty. Then, they want to rewrite the warranty when they get called out. I will only accept if ***** contacts ********** to advise them to refund my credit. Business Response /* (4000, 9, 2023/01/10) */ Our warranty clearly states in the 2nd paragraph: 2. Remedy: If the Product does not conform to the above warranty, *****, at its option, will repair or replace the Product, free of charge, or refund your purchase price. For warranty claims, please visit ******************************************. ***** may require that you return the Product to *****, shipping prepaid, in which case ***** will provide you with a return materials authorization number (RMA). ***** may also require that you provide evidence of the date you purchased the Product. ***** will ship a new or repaired Product to you, at the expense of *****, or refund your purchase price. Service labor performed by you or others in connection with the removal or replacement of the Product will not be reimbursed by *****. With this said, we are unable to refund the purchase price as we are not the direct seller. In this instance ********** is. We stand behind our products and warranty terms and if the party would like us to resolve the issue, we'll need the product sent back for evaluation of repair or replacement. A RMA # will be provided if requested.

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