ComplaintsforSwim Spa Factory 2

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  December 2022 - we purchase a swim spa and was promised to have our spa by Christmas - this didn't happen. The concrete was not level. They set the spa on the side of the ground while waiting to have the concrete leveled for about 2 weeks. After 2 weeks, the concrete was to have been ready for the spa. They set the spa and it was still unlevel. They put screws on the side of the spa to **** it up. They put material under the spa to level it. Finally, they set the spa and it still wasn't level. Since then, we noticed a crack in the entrance area near one of the intake ports. Called ***, he arranged for a repairman to come out. Finally when he came out he sanded the area an said that there was a whole that had been cut in the wrong location - the factory had repaired it. He repaired it again. Repair in not satisfactory - rough surface and doesn't match the original surface. *** keeps insisting that is a new spa. How can this be considered a new spa when the original repair was done at the factory? It now as two repairs in the same area. The last time I spoke with ***, he was rude and got very loud with me. We were to have the spa up and usable in December for health reason for my girlfriend. We were unable to use it until February. If we had known it was going to take this long, we would have gone with another company. W feel completely misrepresented by *** and ***** (the sales person). I might add at this point the *** is the worst person to deal with.

  Business response

  08/08/2023

  All of our customers buy a new spa and get a new spa. ********************* was given just that - a NEW spa.

  We never promise a spa by an exact date or time. ****'s spa was ordered on 12/13/2022. The is only 12 days before Christmas. Our average build time is 2-3 weeks. We closed for the holiday from 12/19 - 12/27.

  In order to try and make him happy we gave him a new shell that was initially built for a different customer that could not take the delivery for several months due to unforeseen circumstances. **** bought a base model spa. The spa given to him was not a base model spa. So in order to get **** his spa as soon as possible we used a predrilled spa and closed off a hole so as to be able to meet the base model order and deliver it to him as soon as possible per his request.

  All of our spas are fully warranted on the shell for 10 years. We have been to this customers home to make the requested repairs.

  The concrete work **** is complaining about is none of our concern. We ONLY manufacture spas. We do not contract ANY concrete work or electrical work. The delivery crews are sub contractors and do  NOT work for the Swim Spa Factory 2. They did however go out of their way to make sure the spa was level. The spa that was delivered was fine, not our fault the concrete work was not level.

  We have gone above and beyond to try and make this customer happy. Our tech does not build spas he only services them therefore he has no knowledge of how they are actually built or for whom. 

  We have provided a top quality product accompanied by outstanding customer service to ensure the satisfaction this customer and try and make him happy unfortunately some people are never able to be happy.

  Customer response

  08/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The company has sent a response full of lies.  We were told by ***** that we would have the pool up and running by  Christmas.  That was why we went with them  We were never told that we were getting a REPAIRED SPA.  The subcontractors we used where given to us by swim spa.  If a company gives a client the names of people to use, they should be responsible.   Yes, they did come out to repair the hole, but it wasn't done correctly.    We paid for a NEW spa in top condition and got one that had been repaired.  The spa wasn't an update but one we ordered.  As usual,  *** is making excused for the poor quality of the spa and service we received. When confronted about the patched hole, he denied it and refused to address the issue.   After numerous calls, he finally sent someone out.  

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

  Business response

  08/09/2023

  We manufacture SWIM SPAS. We are NOT a concrete company. The swim spa that was delivered was NEW. Even though the customer signed off that his spa was delivered in acceptable condition we came out and addressed his complaint. We will NOT be refunding or replacing this spa. 

  Customer response

  08/25/2023

   

  The last update I received was on 09/09/2023 and I responded that this wasn't a satisfactory respond.  I never recived the 08/11/2023 reesponse which is unsatisfactory.  

   

  They aren't a concrete company, but they gave us the name and number of the person they recommended.   

   

  This should not be closed. 

   

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

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