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Complaint Details
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Initial Complaint
05/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is a Spa that gets build into a vault. They provided all of the design for building it in and the builder followed it exactly. All was fine until the electrical failed on the Tub, within days of the install. The speakers, the lights and and breaker kick off because something is shorting out. We this happens it kills everything. I have had an electrician look at the supply breaker and it is fine. They say the vault wasn’t built right and the builder didn’t cover it correctly, which isn’t true. If it was true why did they install it? They charge $200+ trip charges to do warranty work, but can’t fix any of our issues. I’ve tried contacting Bullfrog but don’t get an answer. Could you help us find a direction to solve this?Business response
05/08/2023
Please see attached documents. You will find the documents from the original purchaser as well as site pictures and agreements. The pre installation site pictures are of a concrete pad. At no time did Springfield Pool and Spa provide any engineering specs to the builder. The Spa Vault (****************************************************) that Bullfrog Spas provides for these types of installations was not purchased or used in this application. The Home Builder built a custom enclosure for this application. With any recessed spa there needs to be a way to remove the spa, or have reasonable access for certain repairs. We would be more than happy to complete any warranty repair on this spa but reasonable access needs to be provided so we may complete the repairs. In the attached documentation you will also see the signed agreement agreeing that the customer will incur travel charges on warranty repairs. You will also see a signed Electrical Requirements sheet. These requirements were not met as we had to make a trip to troubleshoot this spa only to find that the breaker was wired incorrectly.
Again, we will be more than happy to remedy any repair issues you are experiencing, however, access will need to be provided and travel charges will incur as agreed upon at the time of purchase.
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Contact Information
3117 S Campbell Ave
Springfield, MO 65807-4910
Business hours
Today,9:00 AM - 6:00 PM
MMonday | 9:00 AM - 6:00 PM |
---|---|
TTuesday | 9:00 AM - 6:00 PM |
WWednesday | 9:00 AM - 6:00 PM |
ThThursday | 9:00 AM - 6:00 PM |
FFriday | 9:00 AM - 6:00 PM |
SaSaturday | 9:00 AM - 5:00 PM |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.