21st Century Pools & Spas

***, I'm surprised you chose to communicate through the Revdex.com as we have responded to your communications immediately and this morning was the first time you called on this matterIn turn we emailed you with questions regarding this issue and you chose to file this claim before we had a chance to determine a plan of actionWe replaced your filter as a courtesy because you are a good customerAfter reviewing your water sample from that day it shows your water is far out of balance and you only used our free water testing twice in the last two years Moving forward with the pump issue we require more information as requested in our previous email before we can schedule a service callWe will see what we can do about completing this as a warranty service call by sharing the information you provide with the manufacturer Please respond to [redacted] @ [redacted] .com so we can move forwardRespectfully, Robert S.President

I'm not sure where you're getting your information ***Nobody is suggesting we come out to look at the filterWe did not manufacture the filter so therefore we will engage the filter manufacturer because it was their product that failed and potentially caused the damageThis will will not know until it is inspected, I understand your mind is made up that the filter caused the problem but ours is not, until we inspect the spa.Therefore this is what we are offering; You must be present during our service callWe will inspect the circulation pump, flow switch and other parts of the spa for presence of the blue filter materialIf we find the blue material is the cause we will repair or replace at no chargeIf we find the blue material is not the cause we will give you the choice of having us complete the repair or stop at that point and we will bill you our standard labor rate for all work doneIf you choose to have us continue we will require payment in full up to that point and a signed agreement from you to continueWe will not be responsible for replacement water, it is likely the spa will need to be drained

Everyone knows it's not a filter issue. The filter they sold us has damaged out heat pump and thermostat in which the hot tub will not work properly. We keep getting error messages and the hot tub shuts off. We need a service call to take apart the front doors and inspect the thermostat and heat pump by isolating the water (so we don't have to empty the water and if we do, then they can pay for the water replacement) and removing each part to either repair or replace because of the damage from the bad filters that were sold. photos attached. the filter has already been replaced so coming out on a service charge to look at the filter that they already have in their shop in a scam because it will automatically be a charge because there is no filter to even look at. there is the one existing filter that we bought at the same time as the one that went bad. then the other is the filter they replaced. but the residual damage is to our heat pump and thermostat creating the errors and shutting down the hot tub.

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I want to personally apologize for dropping the ball on Mr*** spa repairAlthough it is no consolation this dispatch was overlooked due to a change over in our spa technician
Mr***'s spa has been repaired at this time and I look forward to a great relationship moving forwardThank
you for your trust in 21st Century Pools & Spas
Robert S
President

[redacted],  I'm surprised you chose to communicate through the Revdex.com as we have responded to your communications immediately and this morning was the first time you called on this matter. In turn we emailed you with questions regarding this issue and you chose to file this claim before we had a chance...

to determine a plan of action. We replaced your filter as a courtesy because you are  a good customer. After reviewing your water sample from that day it shows your water is far out of balance and you only used our free water testing twice in the last two years.   Moving forward with the pump issue we require more information as requested in our previous email before we can schedule a service call. We will see what we can do about completing this as a warranty service call by sharing the information you provide with the manufacturer.  Please respond to [redacted].com so we can move forward. Respectfully, Robert S.President

Everyone knows it's not a filter issue. The filter they sold us has damaged out heat pump and thermostat in which the hot tub will not work properly.  We keep getting error messages and the hot tub shuts off.  We need a service call to take apart the front doors and inspect the thermostat and heat pump by isolating the water (so we don't have to empty the water and if we do, then they can pay for the water replacement) and removing each part to either repair or replace because of the damage from the bad filters that were sold. photos attached.  the filter has already been replaced so coming out on a service charge to look at the filter that they already have in their shop in a scam because it will automatically be a charge because there is no filter to even look at. there is the one existing filter that we bought at the same time as the one that went bad. then the other is the filter they replaced. but the residual damage is to our heat pump and thermostat creating the errors and shutting down the hot tub.

I'm not sure where you're getting your information [redacted]. Nobody is suggesting we come out to look at the filter. We did not manufacture the filter so therefore we will engage the filter manufacturer because it was their product that failed and potentially caused the damage. This will will not know until it is inspected, I understand your mind is made up that the filter caused the problem but ours is not, until we inspect the spa.Therefore this is what we are offering; 1. You must be present during our service call. 2. We will inspect the circulation pump, flow switch and other parts of the spa for presence of the blue filter material. 3. If we find the blue material is the cause we will repair or replace at no charge. 4. If we find the blue material is not the cause we will give you the choice of having us complete the repair or stop at that point and we will bill you our standard labor rate for all work done. If you choose to have us continue we will require payment in full up to that point and a signed agreement from you to continue. 5. We will not be responsible for replacement water, it is likely the spa will need to be drained.