ComplaintsforWellis USA Inc.

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Wellis Spa two years ago and are having issues with the shell of the spa. Two side of the shell are buckling/bowing. The four quarter panels are faded and the speakers stopped working. We contacted the dealer who tried to have Wellis honor their warranty for the shell of the spa. Wellis refuses to compromise and honor their warranty. They stated the buckling is caused by the sun! Which is ridiculous as its an outdoor spa which we have a special electric cover for when not in use. The warranty is for 10 years for the shell. We are afraid the issue will get worse wit the spa. We are very disappointed with this manufacturer.

  

  Business response

  10/03/2024

  Dear *****, 

  We understand your frustration and sincerely apologize for any inconvenience this has caused.

  As we explained during our previous phone conversation; prolonged exposure to direct sunlight will, over time, cause damage to the shell of an outdoor spa, including buckling or bowing. While your spa is equipped with an electric cover when not in use, it's important to note that the damaged section of the spa is in direct exposure to strong UV rays as the electronic cover does not protect the entire shell (as seen in the attached photos).

  The warranty on the shell covers manufacturing defects, but environmental factors such as sun damage unfortunately fall outside of the warranty coverage. As discussed, we recommend placing the spa in a shaded area if possible or adding additional protection around the shell to minimize further damage.

  We do understand how this situation can be frustrating, and that is why we were happy to replace the damaged corner panels and speakers for you, even though they are also outside of the warranty period. Please feel free to reach out with any further questions.

  Customer response

  10/08/2024

   
  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.
  
  The manufacturers 10 year warranty is still valid for the hot tub shell.
  Sincerely,
  
  ***** And ***** ********

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a BuenoSpa hot tub on May 14, 2024. Shipping was an absolute nightmare- had to take two days off from work to navigate the companys error. Upon arrival, I was missing many pieces to my order, namely a cover lifter. I was assured they would send a new one out as soon as they were in stock. Fast forward to August, I hear nothing. The salesman I was working with, ****, said he never got commission from our order and was no longer working for them so couldnt help. The managers *** and **** continued to give me the run around and ignore me. I have sent multiple texts, emails and left multiple voicemails - no one has bothered to help. Finally, I received the cover lifter (it was shipped overnight from Wellis, miraculously after waiting three months without hearing anything) and the box is torn open, parts are falling out and bent and missing. I reached back out and got a generic well send a new one! I have followed up for three more days with NO response and no tracking number for the new order. I have given BuenoSpa/Wellis numerous opportunities to do the right thing and simply respond and make the order correct. I spent $6,000 and have been treated like absolute garbage by this company. Once my money left my bank account, they did not want anything to do with me. This claim is my last ditch effort to actually receive what I paid for.

  

  Business response

  09/20/2024

  Dear *****,

  
  We sincerely apologize for the challenges you have faced throughout this process, and we understand your frustration with the shipping delays and missing/damaged items. Our goal is to fully resolve this for you and restore your trust in our company. A replacement cover lifter was delivered on 09/18/2024 under *** tracking number 1ZGR49420345204731. 

  Once again, we deeply regret the inconvenience caused, and we appreciate your patience as we correct this. Please feel free to reach out if there are any additional concerns.

  Thank you,

  ****** ****

  Customer response

  10/01/2024

   
  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

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a Malaga hot tub on Aug 6th and received September 3rd 2024. Electrician connected the hot tub on 9/4/24 and it was filled according to the manual. It was noticed that the second set of jets would not function. Upon removing all the panels it was observed that one motor mount had separated where its halves are joined. Apparently, the bolts connecting the halves of the mount had not been torqued correctly at the factory as one mounting bolt was missing and the other was backed-out 6 threads. This allowed the heavy motor separate from the hot tub and dangle by its plumbing and wiring only during shipping causing extensive damage to the motor, PVC plumbing (which now leaks), and the wiring.Six calls were made to Wellis USA during business hours on 9/4, 9/5, 9/6, 9/9 all went unanswered with an auto-hang-up so no messages could be left. Additionally, the contact email/form on the website was filled-out twice but the company made no attempt at communicating with me.Currently, the unit sits unplugged and unusable. My electrician told me that any use until repair would pose an electrocution hazard. Wellis USA needs to answer their phones/email and provide customer service for warranty work.

  

  Business response

  09/12/2024

  Hello ******,
  
  We sincerely apologize for the inconvenience this issue has caused. We have sent you a direct email and are working on resolving this problem as soon as possible. We appreciate your patience.
  
  Thank you,
  Wellis Customer Service

  Customer response

  09/20/2024

   
  Complaint: 22259296
  
  I am rejecting this response because:  

  After being stonewalled and making over a dozen calls and four emails, customer service only responded after a ******************** complaint was filed.  The company's customer service manager offered apologies and promises but after three weeks the hot tub remains heavily damaged as delivered due to a manufacturing error.  The unit is still completely unusable and I've only received empty words and marginal communication.  The company handed my case over to their warranty carrier but I have no idea as to where we are going from here.  I would like the company to take complete responsibility for their abysmal failure and repair, replace or refund this unit.

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

  

  Business response

  09/20/2024

  Good afternoon Mr. ******************** sincerely apologize for the inconvenience this issue has caused. As communicated via email, we have shipped the replacement pump via *** and have scheduled a service call with our warranty provider. The pump should arrive within a few days.

   

  We hope to have this issue resolved for you as soon as possible. Please do not hesitate to email us directly.

   

  Thank you,

  ****** ****

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased the hot tub no problem, got it quickly. It was delivered wrapped and on its side and I was required to get people to help me move it since they couldn't put it in the back yard- which was told before delivery but still very inconvenient. They also don't have anyone hook it up for you, they require you to get your own electrician and hook up set up. Well, I did that and it was working for about an hour then shut off. I've been going back and forth, or really just back because they aren't good at responding, trying to get someone to help me. They told me to file a claim and I did. They told me it must have been hooked up wrong and it's a "common problem". Ok... but it worked initially then shut off. When I told one employee that he said if it worked it wasn't hooked up incorrectly. My electrician says he thinks it's a problem with the circuit board. They've asked me to send a picture of the gfci outlet and hookup, which I have no idea where that is because I'm not an electrician. I was also out of town when they requested this almost a week ago. I let them know I couldn't and told them what the other employee told me about it working and then shutting off, saying the connection wouldn't be the problem. They didn't respond for 5 days. I contacted them via email, called and left a message, and also chatted with an associate today. They finally sent me an email back saying that they still need a picture of I don't know what. I explained again, that if there's a problem with the hookup- 1) it wouldn't have worked initially, 2) if you know it's a "common problem" and "happens a lot" why don't you have some sort of instructions or even send someone to do it instead of going back and forth with customers about it? It's been 2 weeks unable to use my hot tub and they're refusing to help unless I send a picture and I don't even know what they want a picture of. The entire connection is inside the panel of the hot tub and I don't know how to access it.

  

  Business response

  09/12/2024

  Dear Alexandria,
  We sincerely apologize for the inconvenience this issue has caused and understand the frustration it has brought. Based on our assessment, it appears that the mis-wired GFCI (see attached photo) led to the spa pack and pump failures. Typically, such issues are not covered under warranty, as they are not related to a manufacturing defect.
  However, as a gesture of goodwill and to ensure your satisfaction, we are moving forward with scheduling the replacement of both the spa pack and pump under warranty. We truly appreciate your patience and understanding throughout this process and are committed to resolving the issue as quickly as possible.
  Thank you again for your continued trust in Wellis. Please dont hesitate to reach out if you have any further questions or concerns.
  Best regards,
  Wellis ****************

  Customer response

  09/23/2024

   
  Complaint: 22096690
  
  I am rejecting this response because:

  After much back and forth with the business,  the wiring had nothing to do with pump failure because it was never actually connected with incorrect wiring as I told the business. Once the wiring was fixed, it got connected and broke and stopped working within 4 days. They have since sent someone out, now 2 months later- I finally just got it fixed 2 days ago.  It took an extremely long time and a lot of back and forth with the third party company who said that Wellis is notorious for issues with their spas. They also struggled to get ahold of them and get it taken care of. I was also told that regardless of what happened it was covered under warranty so saying you're doing it in good faith is a complete lie.  

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

  Customer response

  09/23/2024

  You can close the complaint. The problem was solved but they lied in their response about what happened. Idk if I should file a review instead so people can see it or can people see complaints??

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of February, I purchased a hot tub from this company. It arrived sometime in the first week of March, wrapped in plastic. We placed it in the garage to keep it safe until the snow melted and it could be safely installed. Mid April, we were able to set the foundation and had the electrician install the wiring necessary for the hot tub to run. We filled the hot tub, plugged it in and it wouldnt work. My husband, ****, called a tech with Wellis and worked with a tech on the phone to troubleshoot the hot tub. By having **** use a multimeter to test, the tech determined the pump was malfunctioning. I filed a claim, I was approved to find my own tech and they would be shipping a new pump for the tech to install. A tech was found and two days before he got here, I found out they were not shipping the pump like they previously told me they would. There were at least two times I told them to come back and pick up their hot tub as I am protected under ****** implied warranty law. They ignored each time. I was told by *** ***** that he would escalate this. Nothing happened. I reached out and sent emails. They went unanswered for days. I was assured that my hot tub was quality tested before it left the warehouse. The tech did come that day even though there was no pump and determined that the neutral wire was installed wrong on the pump, preventing it to run appropriately. He fixed it and it started right up. This tells me that it was not quality tested, otherwise they would have known that it was wired wrong. I was then offered a 10% discount. It is 8/3/24 and I have yet to receive this discount for the lack of professionalism, communication and ignorance I have endured by this company. I was also offered chemicals for my hot tub by Axel for my troubles and *** ***** told me absolutely not, Im not sending you $100 in chemicals for this. Terrible customer service. I could go on if I had more space.

  

  Business response

  09/12/2024

  A refund for the 10% discount was processed and credited towards the original payment method on 08/05/2024.
  We sincerely apologize for any inconvenience experienced.
  

  Sincerely,
  ****** ****
  Wellis Customer Service

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a WIS spa water analyzer. It worked for a few months and then quit. The company then referred me to the company in ****** that makes the product Ondilo. WWW.Ondilo.com. They sent me three new analyzer probes. I put them in the base I had and it still did not work. They wanted me to remove the probes. They would not come out. I sent them two Videos of me trying to take them out. I kept asking for a new complete unit. They just quit returning my emails. There are two and 1/2 pages of emails I have sent to them. I had to postpone sending this in because I had Major issues in my business that required my full-time efforts.

  

  Business response

  06/03/2024

  *****************,

  We are sorry to hear of the ongoing issues with your floating WISE analyzer. We would like to extend one of the following options. A replacement model or a refund. 

  Our operations **** has sent an email to finalize your desired resolution.

  Regards, *****************************

  Customer response

  06/06/2024

   
  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.

  All I have wanted for the last few months was a replacement unit. Sending a new replacement unit is a satisfactory solution for the complaint.

  Thank you for your help in this matter.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On march 30th, 2023 I purchased a hot tub from Wellis USA. It was delivered and set up around this period of time at my home. I paid approximately $5229.00. Attached is the warranty agreement with varying number of years for different coverages. In this instance the 5 years no leak plumbing warranty would apply. The nature of the dispute is that there was a tube that was connected to the water pump via a metal connector that corroded and fell apart thus draining all the water out of the hot tub and making it unusable. I have filed a claim that was provided by the company in the last two months. I have made many calls and lefts messages for them to call me back and have not received and return calls. I have phone records for each call that was made. Your help would be greatly appreciated for not only this instance but for all future instances. Thank you

  Customer response

  04/30/2024

  These are pictures of the failure of the metal connector and the pump housing.

  

  Business response

  06/03/2024

  Mr *******,

  We are sorry to Here of you on going issues.

  Parts were shipped to your address. We have confirmed receipt. There was email correspondence checking to see if you need further assistance. We had not received a response and consider the matter Closed. Please reach out with any additional Needs.

  Regards, *****************************

  Customer response

  06/04/2024

   
  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

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a hot tub on March 11th according to there ad it would be sent out for delivery in 7-10 business days its been over a month. Federal law says a business must deliver with in 30 days or contact the buyer explaining the delay. I reached out offered them to either fully refund me or upgrade me to a model they could deliver in 15 days. No which I received no response

  

  Business response

  05/15/2024

  The following is in response to complaint 2156595

   

  On March 26, 2024 the ************************* Key Bridge in ********* collapsed. This created a number of shipping delays which affected our operations internally.

  We apologize for the lethargic response hear as the customer was replied to immedietly.

  ***************** spa was delivered on 4/23. We consider the matter closed

   

  Regards, *****************************

  Customer response

  05/15/2024

   
  Complaint: 21565695
  
  I am rejecting this response because:
  You simply had to call me or reach out and explain the delays.  Instead you did nothing and you ignored me and my calls and emails.  Also the Baltimore bridge collapse did not affect any shipping that wasnt tied to *********.  I live in ******** your company is in *******.  Terrible hyperbole.
  Sincerely,
  
  *******************

  

  Business response

  05/15/2024

  RE 215656695

   

  In response to the rejection. As you may not be aware ; Wellis operates in 47 Countries. Our corporate offices are based in *******. No shipments or logistic or sales are based in this office. All Shipments arrive from ****** into ******** ************. The ********** in ********* caused issues as the ships entering the ** were diverted to closest ports. Your complaint came into our office on April 10. Emails were sent to you with contacts on 4/15 and on 4/22. We are continually improving our communication protocols. Unforeseen catastrophes are hard to plan for. we are sorry for any conveniences.

   

  As a company we are easy to reach. Please feel free to reach out at anytime. 

  regards, *****************************

  Customer response

  05/15/2024

   
  Complaint: 21565695
  
  I am rejecting this response because:
  Regardless of the bs you are producing.  Here are facts.  I called 4 times.  Call logs on March 21st March 26 and 28th. April 3rd I called as well.  Left messages and was responded too once who indicated in a VM that I could text him.  Which I did to no response.  There was multiple emails sent that were ignored.  So please stop pretending that you are in anyway in the right in this matter.
  Sincerely,
  
  *******************

  Customer response

  05/15/2024

  More proof that I tried to reach out to them with no response.  From a company that claims to be easy to get ahold of they dont look that easy 

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Wellis Hot Tub in 2022. In the past 3 months, an unknown person in our community is connecting their device to our hot tub Bluetooth speaker. The pin for the Bluetooth has never been given out and there is no ability in the hot tub interface to disable the Bluetooth option when no in use. In the past 3 months, this Bluetooth has been hijacked between 2-10x per day with loud blasting spontaneous music, app sound effects, crashing sounds, foul language and possible adult material. This hot tub costs 10k and there is no ability to disable the Bluetooth without manually unplugging the hot tub and reconnecting our device to the Bluetooth for control. We have attempted to locate the individual but have not had success. I have contacted wellis dozens of times, left messages for customer support, tech support and my local hot tub dealer. The local warehouse has no solution and instructed me to disable wires to avoid the problem rather than hold Wellis responsible for this lacking technology to protect our product. Unacceptable! I have dozens of videos to display this obnoxious problem. Reset our Bluetooth pin, it can't be this difficult. This company is horrible and doesn't care about PAID customers.

  Customer response

  04/12/2024

  4/8/24 - Wellis support staff returned call stating all matters go through local dealer. Spoke with local dealer and explained need for pin reprogramming as our hot tub Bluetooth speaker inside our London model was being hijacked by a neighbor. 

  4/9 - Local dealer owner called, explained situation. Would follow up.

  4/11 - local dealer staff reached out offering to replace Bluetooth system. This was denied by customer as the issue of same PUBLICLY AVAILABLE PIN THAT CANNOT EVER BE CHANGED OR PERSONALIZED FOR PRIVACY ISSUES would exist.  Dealer willing to disable speakers entirely. Customer extremely unsatisfied with this solution. 

  As of today, 4/12/24, continue to need a technical resolution from wellis as well as implementing this option into all models moving forward. The hot tub I purchased for 12k has become hijacked by a neighbor I cannot identify connecting to the hot tub speaker as the code can be found via ****** search and in the downloadable manual online. In the age of technology, the fact that there is no option to reset or change a standard factory pin code is unacceptable. My family and I are being subjected to random media attacks via hot tub at any time of day without control or would have to LEAVE THE HOT TUB UNPLUGGED SHUTDOWN for control or DISABLE features I paid extra for at time of purchase. I will start posting negative reviews online today and have already reached out to media about this to warn people about this potential issue and demand Wellis make it right. Give me a full refund and ill accept the option of disabling the Bluetooth. Telling me "nothing we can do ma'am" isn't acceptable for business of luxury items. 

  Customer response

  04/26/2024

  Taken our complaint to media: TV coverage 

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

   

  Continued to receive no response or resolution. 

  

  Business response

  04/26/2024

  ******* Response
  
  Re: #********
  The following is a response to compliance made by ************************* concerning her gecko, Bluetooth speaker system in her Spa. Directed towards Wellis spas. 
  
  The customer reached out to our local retailer complaining someone has hacked their Bluetooth Speaker. The Speaker manufactured by Gecko ( a free option on the spa ) is manufactured under FCC Part 15 laws. All Bluetooth devices that have a pairing code are unique to that brand. The speaker can be disabled. 
  The customer reached out to service support and was given this response and informed of the manufacturer of the device was unhappy with it.
  
  Understandably, this is a tough situation. No manufacture of Hot Tubs makes their own Bluetooth speaker. Every manufacture of Hot Tubs has a downloadable owners manual, and often ******* channels showing the consumers how to add a speaker. This may be a large reason why dealers often include these at no charge, as in this case. 
  
  We take every complaint seriously. Even More so the end experience for our customers. We have done extensive research into the subject since the complaint. To our knowledge, there are no such instances through ours or any brands that utilize Bluetooth speakers. 
  
  This is a potential problem in such devices. 
  For example, TV remotes have codes that work and cant be changed. That are readily available and susceptible to hacking.
  
  Whomever is hacking the devise is in proximity. Unfortunately, this is a matter for the local police.
  
  As always we are available to Discuss
  
  
  *****************************

  Customer response

  04/26/2024

   
  Complaint: 21541267
  
  I am rejecting this response because:

  1. Free bluetooth speaker - This option was NOT a free accessory with the hot tub. This was an expensive upgrade to a top of the line model with BUILT IN bluetooth speakers. The offer from the local dealer was to completely replace a properly working bluetooth system with an IDENTICIAL system with the same universal pin code that does not resolve the issue. We declined the unnecessary bluetooth system replacement because it would not resolve the issue. Ability to reset pins is a standard option if the item has a standard factory code. Most systems require factory pins to change after 3-5 uses DUE TO PRIVACY CONCERNS. Just because someone hasn't complained to the level that I have and invested time and energy - doesn't mean it's not an issue. Pay a technician to come reset the system with a new factory pin. 

  2. This is not a local police matter as there is no individual to call the police about. This is a privacy matter that we have no functionality over. Claiming that the bluetooth can be disabled is an option IF MANUALLY removing wires/functionality completely which is not a solution. Having to disable a feature we paid money for is not a valid option. Gecko & Wellis are responsible for this matter as it's not protecting the consumer from a valid issue of a public pin. Who would the police confront about blasting music at all hours of the night? The only solution to is to unplug manually from the breaker and connect on our device. Again, not a solution for police. This is a Wellis issue for supplying a bluetooth speaker system without any ability to disable without removing completing from a built in system. 

  3. The fact that we MAY have neighbors with the same hot tub unit and same pin code is completely outside our control. Wellis would have to have a plan of how to address if this situation occurred. The solution is one of us has to sacrifice our bluetooth music listening for the other? That's outrageous customer service. We have no option to even change the bluetooth name to tell the other person that it's not their bluetooth speaker to be connecting to. The system is basic for a 12k hot tub. 

  We have featured this complaint on the news & are working on solutions as this is a valid issue. Imagine pornographic sounds, satan music, murder sounds - you name it BLASTING uncontrollably from the hot tub in front of my young children, my surrounding neighbors are subjected and the only solution is keep your hot tub UNPLUGGED 24/7 to avoid or disable the function that you paid extra for (NOT FREE). 

  This is a major bug of privacy in the Gecko bluetooth system and will not settle for anything less than a new pin or a full refund which at that point we would be willing to disable as we would not feel we wasted our hard earned money. 

  We are also filing an FCC complaint against Wellis & possibly Gecko for this lack of oversight and our privacy has been exploited. 

  We accept nothing less for a resolution than a full refund for this equipment due to the stress of this situation & time required to escalate this issue for the unhelpful and insulting response. I also suggest having a plan for this incident as I'm encouraging any others via media to complain and escalate this matter as well. 

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

  Customer response

  05/09/2024

  4/26 - FCC complaint filed under radio frequency piracy/unauthorized use communication against Wellis for using a Bluetooth system without privacy features. 

  Customer response

  05/10/2024

  Not satisfied with their LACK of response with this serious complaint

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought the *** June 2022. It was ok until 6 months ago when it started leaking on a couple jets. I called the maintenance department and they said that the total warranty was only for ONE YEAR. After that they cover only parts. For me it's not a problem, because I know how to change the jets. A couple of body jets were mailed to me. I replaced those and filled up the *** with water. Then more leaks came up. More body jets were mailed and I replaced. Filled up the *** with water. More leaks again. I've already done that 4 times. Even the gasket around the filter I had to replace it. Then a guy from ******* with the phone number ************** called me 5 days. He was kind of rude to talk to me as a customer. He told me that as I cut the body jets to replace it, I voided the warranty. I told him: I'm doing exactly like ***** told me to do and also you guys mailed me the body jet + gasket together. I asked him where on the website is saying that I cannot cut the jet to replace. He simply hang up the phone on me. I called again and he hang up the phone again without talking to me. I strongly suggest to NOT to buy it. It's not worth it the investment to only one year without leaks. **************** IS NO GOOD. I used Solus Broaminating Plus 2 small tablets and had all that bad situation. The *** is stuck for about 6 months without being used.The website doesn't specify that. Period!

  

  Business response

  03/02/2024

    The following is in response to claims made
  RE: 21303336.
  
  Mr ***** purchased a Bueno spas and was delivered in good working order. Approximately 6 months into ownership developed a couple of leaks. Though the leak was clearly a cause of chemical damage ******************* of our staff sent Mr ***** full jet bodies in accordance to our merchant ability standards. ******************* advised the customer about the proper use of chemicals. 
  Some time later the customer developed additional leaks. Primarily designed for the use of outdoor built in hot tubs Bromine with Brominating Plus is a mixture of Chlorine and Sodium Bromide. This is know through out the spa industry as being one of the harshest chemical options.The spa is designed to use less chemicals. When the new leak occurred the customer on his own cut out the jet bodies. At that time he called into our Tech support line requesting the new jets. When the customer was  asked why he cut the jets out ? The customer demanded to know where in the owners manual it specifically said dont cut the jets out. The customer called in multiple times repeatedly trying to get a tech to validate him modifying the spa on his own. Though the warranty does not specifically state cutting the unit appart in any way it does state modifying the spa voids the warranty. 
  In due diligence,  Both techs the customer reported the issue to sent a claim to the factory where it was deemed the warranty was voided. The customer additionally raised complaints on multiple platforms including the BBB. The factory sent Mr ***** parts and has made available parts for future issues. We recommend that the customer purge the spa and use a healthier method of water care products.  We also ask to not cut. Saw, screw, nail in any way change the configuration of the **************** available to discuss any time.
  J. *****************************

  Customer response

  03/04/2024

   
  Complaint: 21303336
  
  I am rejecting this response because: ***** and ***** sent me full body jets. Better you tell the whole history, than say only whats interesting for you. If you say the bromine is not a good one, why the spa suppliers suggest that. Which one should I use instead?

  i Have 2 years warranty for parts and you guys should mail me the parts instead of waiting time on that.

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

  

  Business response

  03/04/2024

  The following is the continued response.

   

  Bromine is recommended generally for outdoor uncovered spas. There are not recommended by manufacturers specifically. Spa stores across the ** recommend them highly as they require a number of chemicals.  You can not get an accurate reading of sanitizer with Bromine with out the use of an oxidizer (spa shock typically Potassium Peroximonosulfate)  Tablets in a Bromine floater without proper PH/ ALK balance. It is also a heavy mixture of Bromine and Chlorine.  Both ******************* and ************* from the factory recognized the chemical damaged and reported to the customer via *******************. We as a company will advise a customer of what caused the damage on their end and offer parts in a "NO Fault" capacity. In this case we are still sending parts regardless of the customer role in the damage. We also strongly suggest the customer use a less aggressive chemical regimen. We recommend a pure CL option  97-99% Sodium dichloro Triazatone. Spa Frog with smart Chlor or other healthy options. Every spa store will have this as a first option. 

  , ***************************;

  

  Business response

  03/04/2024

  Bromine is recommended generally for outdoor uncovered spas. There are not recommended by manufacturers specifically. Spa stores across the ** recommend them highly as they require a number of chemicals.  You can not get an accurate reading of sanitizer with Bromine with out the use of an oxidizer (spa shock typically Potassium Peroximonosulfate)  Tablets in a Bromine floater without proper PH/ ALK balance. It is also a heavy mixture of Bromine and Chlorine.  Both ******************* and ************* from the factory recognized the chemical damaged and reported to the customer via *******************. We as a company will advise a customer of what caused the damage on their end and offer parts in a "NO Fault" capacity. In this case we are still sending parts regardless of the customer role in the damage. We also strongly suggest the customer use a less aggressive chemical regimen. We recommend a pure CL option  97-99% Sodium dichloro Triazatone. Spa Frog with smart Chlor or other healthy options. Every spa store will have this as a first option.
  

  Customer response

  03/04/2024

   
  Complaint: 21303336
  
  I am rejecting this response because:

  with all respect *** *** first time I talked to *****, I told him que bromine chemical I was using and he said its ok. Also I e-mail a picture of what I use 4 weeks ago and no one said thats no good. Only now someone is saying I cannot use that. Please, call him and ask exactly what he e talked about.
  *********** said about 10 days ago that he would mail the parts I asked for, but I didnt receive any feedback on those parts. I can add you in the email if you want. Please, inform your email if you want that Sr.

  you are being polite on explaining all of that and I do appreciate all the explanation. I will certainly change the chemicals I use after you saying that it doesnt work good. Everyone puts the cover on the spa after using that. No one leaves it open. I can tell you that.

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

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