If you have calcium stearate on the pipes, it is a film that was createdThe goal is to get the film free from the pipes and into the water so it can be filtered outOnce the film is free from the pipes, what caused it goes with itThe goal is to get all of the film to free itself into the water and that has been the real trickFresh fills of water makes the pipes shrink a little due to the temperature and action causes remaining attached flakes to break freeAs to the explanation of Epsom Salt, I am assuming that this is a miscommunication between you and whoever spoke to you about itEpsom Salt is Magnesium Sulfate and magnesium is something most adults do not get enough of in their dietAbsorption through the skin is one of the very best ways to get magnesium into the bodyPutting magnesium sulfate into the water has benefits for the bathers and none for the spaI apologize for that confusionWe look forward to hearing from youSincerely,Derek
On 3-18- [redacted] and [redacted] did contract to have a spa built for themThey put down a $deposit and signed all of the documentation for their new spa At that time they signed a "Royal Spa Corporation's Notice of Consumer's Right To Cancel" that states they have days to cancel their order and receive a refund of their depositThey did not cancel within three days per this formBased on conversations with the customer, they decided to put their order on "layaway" with us due to some other expenses They later decided to have the spa built and arranged deliveryThey then also inquired about financing which is when we directed them to [redacted] Bank who is one of the finance companies we recommend There is some confusion regarding the month interest free periodWe have never allowed customers to take spa home and make payments to Royal Spa We do not do the financing in-houseWe refer our customers to various lending institutions and we are not responsible for the approval of any loansThere are several factors that determine whether or not a customer gets approved for a loan and different lending institutions have their own approval criteria and proceduresIt is not possible for us to have any control over this process If a customer informs us in advance that they don't believe their "credit is good enough" to get financing we either have them get the approval before we take a deposit or write on the contract/invoice that the deposit would be refundable in the event they did not get approved for the loanNeither of these things happened.Regards, Derek C [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below There was no offer and Tish did not tell us you had to have a credit scoreShe kept pushing the month interest free period to pay off amountShe said if we did not pay off within the months we would have to finance the balance leftI believe they did this to get con peopleShe did not mention anything about having to have a perfect credit scoreThey called us to schedule delivery, I did not call themWe want our deposit backI will tell everyone I know not to buy a hot tub from Royal SpaAll other companies we have called said they refund deposit if financing is not obtainedI am following up with the State Attorney alsoThis is unethical business practices
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below In response to the information posted on the Revdex.com website, beginning June 16, 2015, I was reaching out to Royal Spa for help with the white stuff, calcium stearate, in the spaOn numerous occasions in the last several months I contacted the Royal Spa locations on Pendleton Pike, Epler Avenue, and Winchester numerous times, but alas, no one had answersAt the Indianapolis Flower and Patio Show in March this year, your Royal Spa salesman told me that the white stuff was probably biofilm and that I needed to dump a half gallon of bleach in the spa to fix the problem, hence where the biofilm theory came fromWhen Bob came to my house to look at the hot tub, he may only recall tiny flakes in the water, but he certainly could see the numerous flakes in the filter that he took minutes to clean out and he noticed that the circulation pump wasn’t working at full capacity – surely this would be a sign that there was more than tiny flakes in the systemBob also added a cup of pool chlorine to the water and told me to stay out of the spa for three days – did tiny flakes really warrant this?As for the quality of the water, the American Water Company that supplies water to my home is adamant that the water coming to my home has no issuesI’m still not convinced that Royal Spa has an answer to the problem, as I have family members and friends with spas – some are the Royal Spa brand, some are competitors, and no one else has this problemWhat your staff has shared with me is that the pipes used to plumb the spa were not compatible with water, and therefore allowed calcium stearate to developThe issue that I have with this spa is that with these pipes it will always have this problemFiltering the water, adding Epsom salts, and pool bleach is only a Band-aid for the life of the spaIf this is truly the issue, then every time I add more water to the fill line or begin with a fresh fill, this will only happen again (although I’m only running filtered water into the hot tub), which will continue to cost more money in products or service calls and forces me to question if Royal Spa really wants to stand behind their productAs to my last talk with Ron in the service department on August at 7:a.m., my statement to him was that “I won’t call you again.” Talking about the bad pipes is not resulting in a true solution to the problemThat’s why I contacted the Revdex.com because I don’t trust that Royal Spa really wants to deal with this.I purchased your product because I believed your claims to be true – that a Royal Spa hot tub would only take “minutes of maintenance a year, $worth of chemicals, and $in filters,” as evidenced in your blog“A Royal Spa circulates all the time – guaranteeing that the water will be perfectly clear and smell great.” I would estimate that my investment in chemicals, filters, new garden hoses, and water has been well over $minimumMy five year old says that water tastes “yucky” and I personally can guarantee that the water is NEVER CLEARRoyal Spa says that your previous spa plumbing manufacturer changed their product without your knowledge and Royal Spa didn’t know what to doBut as a person who purchased your product in good faith, Royal Spa has a responsibility to stand behind this product, and that is what I’m askingServicing the unit will not truly fix the problem and only wastes time for both involved parties - this is a defective unit with bad pipes that allow calcium stearate to developThat is why I am asking for Royal Spa to come and get the unit and refund my moneyThe spa is located behind my house with a locked fence/gateI will make sure the spa is drained and ready for pick-up; if you want to schedule a time on a week day to pick up, please let me know a day and time that your staff will be available and I will be there Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
In your answer, you state that the calcium stearate, once removed will not come backIf that is the case, then why did it show up in the first place? Sorry, but I am skeptical and I am looking for a long-term solution to the spaMy fear is that with every fresh fill of water in this hot tub the white flakes will returnAs for the Epsom salts, this “nice experience” was not included in any explanation but rather part of the treatment for getting rid of white flakes, along with pool chlorineIf I had known this was not a direct fix for calcium stearate, I would have declined adding them and sent the sample back to the storeHowever, I will make contact with Royal Spa to schedule a time for service
Regards,
*** ***
I want to apologize for any poor treatment and/or lack of professionalism that you feel we displayed in our interactions with you. We strive to give everyone timely and professional service but also realize that we are not perfect and do make mistakesMy Service Manager realized that you were
upset about the delay in getting your cover so he did arrange for a special Saturday delivery when our service department is normally closedHe had indicated that we would try to be there around 11:am and that all times are estimated and not guaranteedThe delivery person was at your home at about Noon that dayI was not a part of any phone conversations prior to the Saturday delivery and if you feel you were mistreated in anyway, I do apologize.Regarding the deposit: The deposit you gave on Invoice #is for the spa on that invoiceThe Invoice you signed does state the deposits are non-refundableUnfortunately there is no provision for your deposit to be used for anything other than the spa purchased on that contractYou do not lose your deposit, it is available to apply to your spa purchase if and when that time comes.Kindest Regards,Derek C***Royal Spa Manufacturing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I left a message for Ron to call me on Friday, and it sounds like he was out of the officeOnce he's back I'll expect to hear from him.Regards,
*** ***
I am not sure where to go from here.Royal Spa is not going to remove your spa and is not going to refund your money. Our warranty covers repair and replacement. We are not sure that replacing the spa is even necessary since we have not seen the tub.The "Bob" at your home was Bob D[redacted] who owns Royal Spa. He came for the sole purpose to look at the flakes you reported to be in your spa. When he was there, he did not see but a few flakes which indicated that there was no issue or a previous issue was gone. His exact words were, "the spa looks great".Your spa does not have "bad pipe", there was a film on the pipe that has broken free and filtered out. You now have a pump issue that needs to be addressed. We are happy to service your spa for free even though sections of your warranty have expired. We will then look and any remaining flake issue you may have to see if replacing the spa is appropriate. We are also willing to compensate you in some way for any extra chemicals and/or water you may have used in excess of what is normal to try and fix the flake issue you have mentioned having.We need to be able to get the spa working again so you can enjoy it. You are also welcome to talk to Bob D[redacted] directly at any time.Regards,Derek C[redacted]
On 3-18-17 [redacted] and [redacted] did contract to have a spa built for them. They put down a $1000.00 deposit and signed all of the documentation for their new spa. At that time they signed a "Royal Spa Corporation's Notice of Consumer's Right To Cancel" that states they have 3 days to cancel...
their order and receive a refund of their deposit. They did not cancel within three days per this form. Based on conversations with the customer, they decided to put their order on "layaway" with us due to some other expenses. They later decided to have the spa built and arranged delivery. They then also inquired about financing which is when we directed them to [redacted] Bank who is one of the finance companies we recommend. There is some confusion regarding the 15 month interest free period. We have never allowed customers to take spa home and make payments to Royal Spa. We do not do the financing in-house. We refer our customers to various lending institutions and we are not responsible for the approval of any loans. There are several factors that determine whether or not a customer gets approved for a loan and different lending institutions have their own approval criteria and procedures. It is not possible for us to have any control over this process. If a customer informs us in advance that they don't believe their "credit is good enough" to get financing we either have them get the approval before we take a deposit or write on the contract/invoice that the deposit would be refundable in the event they did not get approved for the loan. Neither of these things happened.Regards, Derek C[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Here are the issues with what you are proposing: Two Royal Spa staff members have indicated that the "green-friendly" pipes supplied by the former manufacturer cause calcium stearate. While Bob D[redacted] may recall the "spa looks great" when he and his friend looked inside the spa case to see the date stamped on the hoses, he indicated these were the "green-friendly" pipes that have problems with calcium stearate. Since two weeks into owning this spa, there has been calcium stearate present. Royal Spa staff didn't know how to get rid of the calcium stearate, and has since changed manufacturers of the pipes.According to your staff, the treatment for controlling calcium stearate requires me to purchase and use pool chlorine and epsom salts on a regular basis, and Bob D[redacted] brought these to my home for use in the spa. There is also filtering the water using a special filter and possibly something called "blue stuff," which Ron has offered to perform in the past. Since then, the circulation pump has failed. My questions are: 1-What happens as I add more water AND someday refill the spa with water? Won't the calcium stearate build up again and continue to break free, thus resulting in more maintenance at my cost?2-Is there a link between the calcium stearate in the pipes causing early mechanical failure to the pump. 3-Will this happen to other pumps in the spa?4-Did adding the epsom salts to the spa cause early failure as salt can be corrosive?Owning this spa has already been more than I was lead to believe in costs and time. As I've shared earlier, my family won't get in the water as it tastes bad, which I'm guessing is from the epsom salts that was part of the prescribed treatment. I'm tired of seeing white particles floating around in the water and seeing them inside my bathing suit when it's removed. While a service person can come and filter the white stuff out, I don't see how the salt in the water can be removed.I just don't understand how servicing this unit will take care of the problem of calcium stearate long term. So I guess we are at the point of building a new hot tub with a new warranty and the quality products that are promised in your advertising.
Regards,
[redacted]
When Bob looked at the pipes, it was to find a date code to see if the pipe was made during the time frame that the tubing was suspect of having this concern. Controlling calcium stearate: There is no controlling it. It is a film that forms one time on the surface of the plumbing as a result of the chemicals that are already in water that filled the spa, the chemicals added as a part of owning a spa and the pipe itself. Once the film is free from the pipes, it is gone for good. The “blue stuff” is a hot tub friendly pipe scrubber that is used to free the film from the pipes all at once so it can be filtered. The pool chlorine was used to try and break the film free from the pipes but has not been as effective as the “blue stuff”. Epsom salt has nothing to do with the flakes. It is added as a supplement to the water to make the spa experience nicer for the bathers. Flakes, Epsom salts, chlorine or anything else that has been discussed would have nothing to do with the pump not working. We can not be certain why the pump is not working since we have never been allowed to physically work on the pump. It could simply be a bad pump, a blown fuse due to a power surge from the house, improper ph/Alkalinity control, a closed valve underneath the spa or several other minor issues that could simply be adjusted by our service people. Your questions: If you have calcium stearate in your spa, once the calcium stearate is removed from the system, it will not come back. Calcium stearate has nothing to do with the pump not working. Pumps can fail and that is why we give you a warranty. Will “this” happen again is an impossible question to answer since we do not know what “this” is. If it is simply a bad pump, one in several hundred pumps do not last as long as we expect them to which is why there is a warranty on the pumps. Under usual conditions, we would have shown up and fixed or replaced the pump and the spa would be working now. If it was due to a chemical issue we would have shown you the issue and explain why it happened so it would not happen again. If it was due to a power surge, there would have been very little you could have done to prevent it much like losing a TV or a microwave during a storm or power line service by your utility company. It is impossible to know what we are dealing with at this time but once we can see the spa pump, we can work through the “why” of the problem. Epsom Salt is not actually salt (It is Magnesium Sulfate) and is not corrosive on the spas components. You likely put in around 2 pounds of Epsom Salt per 100 gallons of spa water or less to enhance the feel of the water. We put 7 pounds of Epsom Salt per one gallon of water in our flotation therapy tanks that we manufacture. Epsom Salt will alter the taste of the spa water and certainly make it taste bad. Epsom Salt can not easily be removed from the spa water so the spa is simply drained and refilled. If you have calcium stearate in your spa, once it is gone it will not come back. If it is apparent that it can not be removed successfully, we will make you a new spa and swap your current spa for a new one at no cost to you. We need to see the current spa in it’s current setting and get it working to assess the entire situation. If we are going to replace the spa, we would like the spa to be working up until the point the spa is replaced. Ron in our service department is waiting to set up a service appointment. Thank you, Derek
Since there has never been a Royal Spa Certified technician at the house, it is premature to guess what is wrong with the spa other than we think the circulating pump is not currently working and there might be a few flakes in the spa. Until we have a technician get the spa working, we can not tell what is wrong. If we can not tell what is wrong we can not tell if the spa is somehow made to less than factory specifications or if not being operated properly by the spa’s owner. We must see and service the spa. This is how we can help you. We need one of our technicians to come to the house and get the spa working. He will fill it with your hose and then will go through all of the systems to see what is wrong and fix any obvious problems and look for anything that we may have done wrong. This will be a free service regardless of what we discover the problem to be. If we find that the spa was made incorrectly and unable to be put right, we will remake you a new spa and swap them out once the new spa is completed. If we find that the spa was made incorrectly and causing the water issues you have experienced, we will be happy to replace the extra chemicals and filter you have bought in excess of what is generally considered normal for your spa as well. Please call or email Ron to schedule an appointment for a service call. After the completion of the service call, we can discuss what we have found and what appropriate actions can be taken from there. We will do our best to accommodate a service date and time that is convenient for you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Here are my issues with your proposal – first, Bob may not be a certified technician, but he certainly acts like he knows your spas and he identified the problem as calcium stearate. He added pool chlorine, left a few chlorine test strips, and instructions for adding Epsom salts to the spa, which should have helped remove the issue, but it did not. Second, Bob and his friend who accompanied him, crawled into the back of the hot tub and identified by the date printed on the hoses that this spa indeed was made with bad pipes. As you can see in the photo that I took of the hoses, the manufacturer and date clearly are marked VARTEK 04/29/15. While I appreciate your offer to send a technician, this seems to be a waste of time when the diagnosis of calcium stearate is present due to poorly manufactured pipes. My frustration with this spa only grows and grows. Your web site claims that owning a Royal Spa will help me “unwind and relax after a difficult day.” Unfortunately this has NEVER been the case when owning your product and has only brought added expense, headaches, and frustration trying to find answers for this problem. I am disappointed in the investment I made in good faith for a hot tub that was designed “with the highest quality materials and expert design to make the best product on the market.” You offered to make a new hot tub for me – I appreciate your gesture, but I don’t ever want to own a spa again. Again, I ask that Royal Spa refunds my money and takes this piece of junk away as soon as possible.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In response to the information posted on the Revdex.com website, beginning June 16, 2015, I was reaching out to Royal Spa for help with the white stuff, calcium stearate, in the spa. On numerous occasions in the last several months I contacted the Royal Spa locations on Pendleton Pike, Epler Avenue, and Winchester numerous times, but alas, no one had answers. At the Indianapolis Flower and Patio Show in March this year, your Royal Spa salesman told me that the white stuff was probably biofilm and that I needed to dump a half gallon of bleach in the spa to fix the problem, hence where the biofilm theory came from. When Bob came to my house to look at the hot tub, he may only recall 6 tiny flakes in the water, but he certainly could see the numerous flakes in the filter that he took 10 minutes to clean out and he noticed that the circulation pump wasn’t working at full capacity – surely this would be a sign that there was more than 6 tiny flakes in the system. Bob also added a cup of pool chlorine to the water and told me to stay out of the spa for three days – did 6 tiny flakes really warrant this?As for the quality of the water, the American Water Company that supplies water to my home is adamant that the water coming to my home has no issues. I’m still not convinced that Royal Spa has an answer to the problem, as I have family members and friends with spas – some are the Royal Spa brand, some are competitors, and no one else has this problem. What your staff has shared with me is that the pipes used to plumb the spa were not compatible with water, and therefore allowed calcium stearate to develop. The issue that I have with this spa is that with these pipes it will always have this problem. Filtering the water, adding Epsom salts, and pool bleach is only a Band-aid for the life of the spa. If this is truly the issue, then every time I add more water to the fill line or begin with a fresh fill, this will only happen again (although I’m only running filtered water into the hot tub), which will continue to cost more money in products or service calls and forces me to question if Royal Spa really wants to stand behind their product. As to my last talk with Ron in the service department on August 26 at 7:45 a.m., my statement to him was that “I won’t call you again.” Talking about the bad pipes is not resulting in a true solution to the problem. That’s why I contacted the Revdex.com because I don’t trust that Royal Spa really wants to deal with this.I purchased your product because I believed your claims to be true – that a Royal Spa hot tub would only take “20 minutes of maintenance a year, $40 worth of chemicals, and $16.50 in filters,” as evidenced in your blog. “A Royal Spa circulates all the time – guaranteeing that the water will be perfectly clear and smell great.” I would estimate that my investment in chemicals, filters, new garden hoses, and water has been well over $100 minimum. My five year old says that water tastes “yucky” and I personally can guarantee that the water is NEVER CLEAR. Royal Spa says that your previous spa plumbing manufacturer changed their product without your knowledge and Royal Spa didn’t know what to do. But as a person who purchased your product in good faith, Royal Spa has a responsibility to stand behind this product, and that is what I’m asking. Servicing the unit will not truly fix the problem and only wastes time for both involved parties - this is a defective unit with bad pipes that allow calcium stearate to develop. That is why I am asking for Royal Spa to come and get the unit and refund my money. The spa is located behind my house with a locked fence/gate. I will make sure the spa is drained and ready for pick-up; if you want to schedule a time on a week day to pick up, please let me know a day and time that your staff will be available and I will be there.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
There was no offer and Tish did not tell us you had to have a 720 credit score. She kept pushing the 15 month interest free period to pay off amount. She said if we did not pay off within the 15 months we would have to finance the balance left. I believe they did this to get con people. She did not mention anything about having to have a perfect credit score. They called us to schedule delivery, I did not call them. We want our deposit back. I will tell everyone I know not to buy a hot tub from Royal Spa. All other companies we have called said they refund deposit if financing is not obtained. I am following up with the State Attorney also. This is unethical business practices.
Royal Spa will not be refunding the deposit. Royal Spa has three different lending institutions that cumulatively offer several different types of loans. Among them are “12 & 15 Months Same-As-Cash” programs. Royal Spa has no control over the approval criteria of each of these institutions nor do we have any say in the credit decisions. For privacy we do not generally discuss customer’s individual credit scores or credit history unless the customer brings it up as a possible concern to being able to purchase the spa. Each institution is different and we are happy to try a different one for you that takes credit scores that are lower than the other two. I am getting the impression that you believed that Royal Spa was going to deliver the spa to your home and allow you to pay us (Royal Spa) over 15 months and that has never been true in our company’s history. There has been neither deception nor any unethical practices. [redacted] Bank is the bank we generally go to first and we had their business cards and financing signs places around our booth and at our business table at the show. Tish indicated that at the end of the 15 month interest free finance period you could refinance the balance if you chose to.We have built you a spa at your request and we called to schedule delivery when the spa was nearing completion. This was not a stock item. You did not indicate at time of purchase that you required financing to pay for the spa or you would not get the spa. If you had, we would have written on the invoice that you could cancel for full refund if adequate financing was not obtained. We would have also not built your spa until adequate financing was approved.Royal Spa has offered to put your spa into a “layaway” status to allow you pay down the balance over time. We usually extend this for 12 months without any cost/price increase but your salesperson (Tish) said that she offered it to you for 15 months as a good faith gesture. This would be a no interest and no fee way to complete your order. There is no payment schedule either. It is a pay what you want and when you want over that time and we deliver the spa once it is paid for then. Plus you can still finance any balance at that time and use any no-interest financing that we have available then.The two options available to you at this point is to take advantage of the “layaway” program we offer our customers or to allow us to try a different lending institution that is less strict on their approvals but only offers 12 Months Same-As-Cash financing on approved credit.Regards, Derek C[redacted] @ Royal Spa
If you have calcium stearate on the pipes, it is a film that was created. The goal is to get the film free from the pipes and into the water so it can be filtered out. Once the film is free from the pipes, what caused it goes with it. The goal is to get all of the film to free itself into the water and that has been the real trick. Fresh fills of water makes the pipes shrink a little due to the temperature and action causes remaining attached flakes to break free. As to the explanation of Epsom Salt, I am assuming that this is a miscommunication between you and whoever spoke to you about it. Epsom Salt is Magnesium Sulfate and magnesium is something most adults do not get enough of in their diet. Absorption through the skin is one of the very best ways to get magnesium into the body. Putting magnesium sulfate into the water has benefits for the bathers and none for the spa. I apologize for that confusion. We look forward to hearing from you. Sincerely,Derek
I want to apologize to Ms. [redacted] for the issue she is having. Her first issue was calcium stearate. It is a by-product of the water quality (what is in the water from the house water supply) and the chemicals used along with their reactions to the pipe in her spa. It is a thin film...
that forms in a few places in the spa and then breaks free. It is then filtered from the water. It appears that there is some confusion as to how to remove this from the water due to her having visited at least three different businesses (according to her complaint) and getting different information about what it is and how to remove it. The owner of Royal Spa visited Ms. [redacted]’s house to see the white flakes she was dealing with and he had indicated that the issue seemed to be resolved and that there no more than 6 tiny flakes in her spa during his visit. We had believed at that time the issue was over. In regards to the April 20 service call, we did make a mistake. We did agree to come to the house that day and we did not show up. It was an error on our part and we did apologize for our error. We are a company full of people and people do make mistakes. It was unfortunate that it happened to Ms. [redacted] and it was dealt with at that time. The resolution to this error was to send the owner to her home as mentioned above. The issue at hand is in regards to the circulation pump that Ms. [redacted] seems to have a problem with now. She called to schedule a service appointment and demanded that we come on a Saturday. We do not normally run service on Saturdays but we told her that it would take some time but we would try to find someone to come to her home. We also told her that we would call her once we found someone to work on Saturday. She called on August 19 or 20 to set up this appointment. After a few days, we called her on August 25 to let her know that we were able to accommodate her wishes and send someone to her home on Saturday August 27. She called us back on August 26 and said not to come and that we would never hear from her again. At our last visit (when the owner of Royal Spa was at her home), there was no bio-film in the water and no indication of any kind that there was anything harmful in her spa. There was no bait and switch, her spa was custom ordered by her and built new and delivered to her. To my knowledge we have not been to Ms. [redacted]’s home for any reason except when the owner came by to look at her spa and did not find an issue to resolve. Ms. [redacted] may have a bad pump that we are happy to replace. If there are still flakes in the spa water, we need to see it to decide what the next appropriate course of action should be. She does not have to be home for us to service her spa. We offered to come out on a Saturday and not charge her for the service call in an effort fix her spa and help heal the relationship between her and Royal Spa. Ron (our Service Coordinator) was instructed to take some additional items too her during the service call to replace any chemicals she used to clear the flakes from her spa and to help compensate her for the extra water changes. Currently, the spa if off and this could do damage to the spa. We are proposing to let us service/repair the spa so we can see what is really going on with her spa. Until then, it would be premature to pursue any other options. Sincerely, Derek C[redacted] & Ron S[redacted] Royal Spa Manufacturing
If you have calcium stearate on the pipes, it is a film that was createdThe goal is to get the film free from the pipes and into the water so it can be filtered outOnce the film is free from the pipes, what caused it goes with itThe goal is to get all of the film to free itself into the water and that has been the real trickFresh fills of water makes the pipes shrink a little due to the temperature and action causes remaining attached flakes to break freeAs to the explanation of Epsom Salt, I am assuming that this is a miscommunication between you and whoever spoke to you about itEpsom Salt is Magnesium Sulfate and magnesium is something most adults do not get enough of in their dietAbsorption through the skin is one of the very best ways to get magnesium into the bodyPutting magnesium sulfate into the water has benefits for the bathers and none for the spaI apologize for that confusionWe look forward to hearing from youSincerely,Derek
On 3-18- [redacted] and [redacted] did contract to have a spa built for themThey put down a $deposit and signed all of the documentation for their new spa At that time they signed a "Royal Spa Corporation's Notice of Consumer's Right To Cancel" that states they have days to cancel their order and receive a refund of their depositThey did not cancel within three days per this formBased on conversations with the customer, they decided to put their order on "layaway" with us due to some other expenses They later decided to have the spa built and arranged deliveryThey then also inquired about financing which is when we directed them to [redacted] Bank who is one of the finance companies we recommend There is some confusion regarding the month interest free periodWe have never allowed customers to take spa home and make payments to Royal Spa We do not do the financing in-houseWe refer our customers to various lending institutions and we are not responsible for the approval of any loansThere are several factors that determine whether or not a customer gets approved for a loan and different lending institutions have their own approval criteria and proceduresIt is not possible for us to have any control over this process If a customer informs us in advance that they don't believe their "credit is good enough" to get financing we either have them get the approval before we take a deposit or write on the contract/invoice that the deposit would be refundable in the event they did not get approved for the loanNeither of these things happened.Regards, Derek C [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below There was no offer and Tish did not tell us you had to have a credit scoreShe kept pushing the month interest free period to pay off amountShe said if we did not pay off within the months we would have to finance the balance leftI believe they did this to get con peopleShe did not mention anything about having to have a perfect credit scoreThey called us to schedule delivery, I did not call themWe want our deposit backI will tell everyone I know not to buy a hot tub from Royal SpaAll other companies we have called said they refund deposit if financing is not obtainedI am following up with the State Attorney alsoThis is unethical business practices
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below In response to the information posted on the Revdex.com website, beginning June 16, 2015, I was reaching out to Royal Spa for help with the white stuff, calcium stearate, in the spaOn numerous occasions in the last several months I contacted the Royal Spa locations on Pendleton Pike, Epler Avenue, and Winchester numerous times, but alas, no one had answersAt the Indianapolis Flower and Patio Show in March this year, your Royal Spa salesman told me that the white stuff was probably biofilm and that I needed to dump a half gallon of bleach in the spa to fix the problem, hence where the biofilm theory came fromWhen Bob came to my house to look at the hot tub, he may only recall tiny flakes in the water, but he certainly could see the numerous flakes in the filter that he took minutes to clean out and he noticed that the circulation pump wasn’t working at full capacity – surely this would be a sign that there was more than tiny flakes in the systemBob also added a cup of pool chlorine to the water and told me to stay out of the spa for three days – did tiny flakes really warrant this?As for the quality of the water, the American Water Company that supplies water to my home is adamant that the water coming to my home has no issuesI’m still not convinced that Royal Spa has an answer to the problem, as I have family members and friends with spas – some are the Royal Spa brand, some are competitors, and no one else has this problemWhat your staff has shared with me is that the pipes used to plumb the spa were not compatible with water, and therefore allowed calcium stearate to developThe issue that I have with this spa is that with these pipes it will always have this problemFiltering the water, adding Epsom salts, and pool bleach is only a Band-aid for the life of the spaIf this is truly the issue, then every time I add more water to the fill line or begin with a fresh fill, this will only happen again (although I’m only running filtered water into the hot tub), which will continue to cost more money in products or service calls and forces me to question if Royal Spa really wants to stand behind their productAs to my last talk with Ron in the service department on August at 7:a.m., my statement to him was that “I won’t call you again.” Talking about the bad pipes is not resulting in a true solution to the problemThat’s why I contacted the Revdex.com because I don’t trust that Royal Spa really wants to deal with this.I purchased your product because I believed your claims to be true – that a Royal Spa hot tub would only take “minutes of maintenance a year, $worth of chemicals, and $in filters,” as evidenced in your blog“A Royal Spa circulates all the time – guaranteeing that the water will be perfectly clear and smell great.” I would estimate that my investment in chemicals, filters, new garden hoses, and water has been well over $minimumMy five year old says that water tastes “yucky” and I personally can guarantee that the water is NEVER CLEARRoyal Spa says that your previous spa plumbing manufacturer changed their product without your knowledge and Royal Spa didn’t know what to doBut as a person who purchased your product in good faith, Royal Spa has a responsibility to stand behind this product, and that is what I’m askingServicing the unit will not truly fix the problem and only wastes time for both involved parties - this is a defective unit with bad pipes that allow calcium stearate to developThat is why I am asking for Royal Spa to come and get the unit and refund my moneyThe spa is located behind my house with a locked fence/gateI will make sure the spa is drained and ready for pick-up; if you want to schedule a time on a week day to pick up, please let me know a day and time that your staff will be available and I will be there Regards, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
In your answer, you state that the calcium stearate, once removed will not come backIf that is the case, then why did it show up in the first place? Sorry, but I am skeptical and I am looking for a long-term solution to the spaMy fear is that with every fresh fill of water in this hot tub the white flakes will returnAs for the Epsom salts, this “nice experience” was not included in any explanation but rather part of the treatment for getting rid of white flakes, along with pool chlorineIf I had known this was not a direct fix for calcium stearate, I would have declined adding them and sent the sample back to the storeHowever, I will make contact with Royal Spa to schedule a time for service
Regards,
*** ***
I want to apologize for any poor treatment and/or lack of professionalism that you feel we displayed in our interactions with you. We strive to give everyone timely and professional service but also realize that we are not perfect and do make mistakesMy Service Manager realized that you were
upset about the delay in getting your cover so he did arrange for a special Saturday delivery when our service department is normally closedHe had indicated that we would try to be there around 11:am and that all times are estimated and not guaranteedThe delivery person was at your home at about Noon that dayI was not a part of any phone conversations prior to the Saturday delivery and if you feel you were mistreated in anyway, I do apologize.Regarding the deposit: The deposit you gave on Invoice #is for the spa on that invoiceThe Invoice you signed does state the deposits are non-refundableUnfortunately there is no provision for your deposit to be used for anything other than the spa purchased on that contractYou do not lose your deposit, it is available to apply to your spa purchase if and when that time comes.Kindest Regards,Derek C***Royal Spa Manufacturing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I left a message for Ron to call me on Friday, and it sounds like he was out of the officeOnce he's back I'll expect to hear from him.Regards,
*** ***
I am not sure where to go from here.Royal Spa is not going to remove your spa and is not going to refund your money. Our warranty covers repair and replacement. We are not sure that replacing the spa is even necessary since we have not seen the tub.The "Bob" at your home was Bob D[redacted] who owns Royal Spa. He came for the sole purpose to look at the flakes you reported to be in your spa. When he was there, he did not see but a few flakes which indicated that there was no issue or a previous issue was gone. His exact words were, "the spa looks great".Your spa does not have "bad pipe", there was a film on the pipe that has broken free and filtered out. You now have a pump issue that needs to be addressed. We are happy to service your spa for free even though sections of your warranty have expired. We will then look and any remaining flake issue you may have to see if replacing the spa is appropriate. We are also willing to compensate you in some way for any extra chemicals and/or water you may have used in excess of what is normal to try and fix the flake issue you have mentioned having.We need to be able to get the spa working again so you can enjoy it. You are also welcome to talk to Bob D[redacted] directly at any time.Regards,Derek C[redacted]
On 3-18-17 [redacted] and [redacted] did contract to have a spa built for them. They put down a $1000.00 deposit and signed all of the documentation for their new spa. At that time they signed a "Royal Spa Corporation's Notice of Consumer's Right To Cancel" that states they have 3 days to cancel...
their order and receive a refund of their deposit. They did not cancel within three days per this form. Based on conversations with the customer, they decided to put their order on "layaway" with us due to some other expenses. They later decided to have the spa built and arranged delivery. They then also inquired about financing which is when we directed them to [redacted] Bank who is one of the finance companies we recommend. There is some confusion regarding the 15 month interest free period. We have never allowed customers to take spa home and make payments to Royal Spa. We do not do the financing in-house. We refer our customers to various lending institutions and we are not responsible for the approval of any loans. There are several factors that determine whether or not a customer gets approved for a loan and different lending institutions have their own approval criteria and procedures. It is not possible for us to have any control over this process. If a customer informs us in advance that they don't believe their "credit is good enough" to get financing we either have them get the approval before we take a deposit or write on the contract/invoice that the deposit would be refundable in the event they did not get approved for the loan. Neither of these things happened.Regards, Derek C[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Here are the issues with what you are proposing: Two Royal Spa staff members have indicated that the "green-friendly" pipes supplied by the former manufacturer cause calcium stearate. While Bob D[redacted] may recall the "spa looks great" when he and his friend looked inside the spa case to see the date stamped on the hoses, he indicated these were the "green-friendly" pipes that have problems with calcium stearate. Since two weeks into owning this spa, there has been calcium stearate present. Royal Spa staff didn't know how to get rid of the calcium stearate, and has since changed manufacturers of the pipes.According to your staff, the treatment for controlling calcium stearate requires me to purchase and use pool chlorine and epsom salts on a regular basis, and Bob D[redacted] brought these to my home for use in the spa. There is also filtering the water using a special filter and possibly something called "blue stuff," which Ron has offered to perform in the past. Since then, the circulation pump has failed. My questions are: 1-What happens as I add more water AND someday refill the spa with water? Won't the calcium stearate build up again and continue to break free, thus resulting in more maintenance at my cost?2-Is there a link between the calcium stearate in the pipes causing early mechanical failure to the pump. 3-Will this happen to other pumps in the spa?4-Did adding the epsom salts to the spa cause early failure as salt can be corrosive?Owning this spa has already been more than I was lead to believe in costs and time. As I've shared earlier, my family won't get in the water as it tastes bad, which I'm guessing is from the epsom salts that was part of the prescribed treatment. I'm tired of seeing white particles floating around in the water and seeing them inside my bathing suit when it's removed. While a service person can come and filter the white stuff out, I don't see how the salt in the water can be removed.I just don't understand how servicing this unit will take care of the problem of calcium stearate long term. So I guess we are at the point of building a new hot tub with a new warranty and the quality products that are promised in your advertising.
Regards,
[redacted]
When Bob looked at the pipes, it was to find a date code to see if the pipe was made during the time frame that the tubing was suspect of having this concern. Controlling calcium stearate: There is no controlling it. It is a film that forms one time on the surface of the plumbing as a result of the chemicals that are already in water that filled the spa, the chemicals added as a part of owning a spa and the pipe itself. Once the film is free from the pipes, it is gone for good. The “blue stuff” is a hot tub friendly pipe scrubber that is used to free the film from the pipes all at once so it can be filtered. The pool chlorine was used to try and break the film free from the pipes but has not been as effective as the “blue stuff”. Epsom salt has nothing to do with the flakes. It is added as a supplement to the water to make the spa experience nicer for the bathers. Flakes, Epsom salts, chlorine or anything else that has been discussed would have nothing to do with the pump not working. We can not be certain why the pump is not working since we have never been allowed to physically work on the pump. It could simply be a bad pump, a blown fuse due to a power surge from the house, improper ph/Alkalinity control, a closed valve underneath the spa or several other minor issues that could simply be adjusted by our service people. Your questions: If you have calcium stearate in your spa, once the calcium stearate is removed from the system, it will not come back. Calcium stearate has nothing to do with the pump not working. Pumps can fail and that is why we give you a warranty. Will “this” happen again is an impossible question to answer since we do not know what “this” is. If it is simply a bad pump, one in several hundred pumps do not last as long as we expect them to which is why there is a warranty on the pumps. Under usual conditions, we would have shown up and fixed or replaced the pump and the spa would be working now. If it was due to a chemical issue we would have shown you the issue and explain why it happened so it would not happen again. If it was due to a power surge, there would have been very little you could have done to prevent it much like losing a TV or a microwave during a storm or power line service by your utility company. It is impossible to know what we are dealing with at this time but once we can see the spa pump, we can work through the “why” of the problem. Epsom Salt is not actually salt (It is Magnesium Sulfate) and is not corrosive on the spas components. You likely put in around 2 pounds of Epsom Salt per 100 gallons of spa water or less to enhance the feel of the water. We put 7 pounds of Epsom Salt per one gallon of water in our flotation therapy tanks that we manufacture. Epsom Salt will alter the taste of the spa water and certainly make it taste bad. Epsom Salt can not easily be removed from the spa water so the spa is simply drained and refilled. If you have calcium stearate in your spa, once it is gone it will not come back. If it is apparent that it can not be removed successfully, we will make you a new spa and swap your current spa for a new one at no cost to you. We need to see the current spa in it’s current setting and get it working to assess the entire situation. If we are going to replace the spa, we would like the spa to be working up until the point the spa is replaced. Ron in our service department is waiting to set up a service appointment. Thank you, Derek
Since there has never been a Royal Spa Certified technician at the house, it is premature to guess what is wrong with the spa other than we think the circulating pump is not currently working and there might be a few flakes in the spa. Until we have a technician get the spa working, we can not tell what is wrong. If we can not tell what is wrong we can not tell if the spa is somehow made to less than factory specifications or if not being operated properly by the spa’s owner. We must see and service the spa. This is how we can help you. We need one of our technicians to come to the house and get the spa working. He will fill it with your hose and then will go through all of the systems to see what is wrong and fix any obvious problems and look for anything that we may have done wrong. This will be a free service regardless of what we discover the problem to be. If we find that the spa was made incorrectly and unable to be put right, we will remake you a new spa and swap them out once the new spa is completed. If we find that the spa was made incorrectly and causing the water issues you have experienced, we will be happy to replace the extra chemicals and filter you have bought in excess of what is generally considered normal for your spa as well. Please call or email Ron to schedule an appointment for a service call. After the completion of the service call, we can discuss what we have found and what appropriate actions can be taken from there. We will do our best to accommodate a service date and time that is convenient for you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Here are my issues with your proposal – first, Bob may not be a certified technician, but he certainly acts like he knows your spas and he identified the problem as calcium stearate. He added pool chlorine, left a few chlorine test strips, and instructions for adding Epsom salts to the spa, which should have helped remove the issue, but it did not. Second, Bob and his friend who accompanied him, crawled into the back of the hot tub and identified by the date printed on the hoses that this spa indeed was made with bad pipes. As you can see in the photo that I took of the hoses, the manufacturer and date clearly are marked VARTEK 04/29/15. While I appreciate your offer to send a technician, this seems to be a waste of time when the diagnosis of calcium stearate is present due to poorly manufactured pipes. My frustration with this spa only grows and grows. Your web site claims that owning a Royal Spa will help me “unwind and relax after a difficult day.” Unfortunately this has NEVER been the case when owning your product and has only brought added expense, headaches, and frustration trying to find answers for this problem. I am disappointed in the investment I made in good faith for a hot tub that was designed “with the highest quality materials and expert design to make the best product on the market.” You offered to make a new hot tub for me – I appreciate your gesture, but I don’t ever want to own a spa again. Again, I ask that Royal Spa refunds my money and takes this piece of junk away as soon as possible.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In response to the information posted on the Revdex.com website, beginning June 16, 2015, I was reaching out to Royal Spa for help with the white stuff, calcium stearate, in the spa. On numerous occasions in the last several months I contacted the Royal Spa locations on Pendleton Pike, Epler Avenue, and Winchester numerous times, but alas, no one had answers. At the Indianapolis Flower and Patio Show in March this year, your Royal Spa salesman told me that the white stuff was probably biofilm and that I needed to dump a half gallon of bleach in the spa to fix the problem, hence where the biofilm theory came from. When Bob came to my house to look at the hot tub, he may only recall 6 tiny flakes in the water, but he certainly could see the numerous flakes in the filter that he took 10 minutes to clean out and he noticed that the circulation pump wasn’t working at full capacity – surely this would be a sign that there was more than 6 tiny flakes in the system. Bob also added a cup of pool chlorine to the water and told me to stay out of the spa for three days – did 6 tiny flakes really warrant this?As for the quality of the water, the American Water Company that supplies water to my home is adamant that the water coming to my home has no issues. I’m still not convinced that Royal Spa has an answer to the problem, as I have family members and friends with spas – some are the Royal Spa brand, some are competitors, and no one else has this problem. What your staff has shared with me is that the pipes used to plumb the spa were not compatible with water, and therefore allowed calcium stearate to develop. The issue that I have with this spa is that with these pipes it will always have this problem. Filtering the water, adding Epsom salts, and pool bleach is only a Band-aid for the life of the spa. If this is truly the issue, then every time I add more water to the fill line or begin with a fresh fill, this will only happen again (although I’m only running filtered water into the hot tub), which will continue to cost more money in products or service calls and forces me to question if Royal Spa really wants to stand behind their product. As to my last talk with Ron in the service department on August 26 at 7:45 a.m., my statement to him was that “I won’t call you again.” Talking about the bad pipes is not resulting in a true solution to the problem. That’s why I contacted the Revdex.com because I don’t trust that Royal Spa really wants to deal with this.I purchased your product because I believed your claims to be true – that a Royal Spa hot tub would only take “20 minutes of maintenance a year, $40 worth of chemicals, and $16.50 in filters,” as evidenced in your blog. “A Royal Spa circulates all the time – guaranteeing that the water will be perfectly clear and smell great.” I would estimate that my investment in chemicals, filters, new garden hoses, and water has been well over $100 minimum. My five year old says that water tastes “yucky” and I personally can guarantee that the water is NEVER CLEAR. Royal Spa says that your previous spa plumbing manufacturer changed their product without your knowledge and Royal Spa didn’t know what to do. But as a person who purchased your product in good faith, Royal Spa has a responsibility to stand behind this product, and that is what I’m asking. Servicing the unit will not truly fix the problem and only wastes time for both involved parties - this is a defective unit with bad pipes that allow calcium stearate to develop. That is why I am asking for Royal Spa to come and get the unit and refund my money. The spa is located behind my house with a locked fence/gate. I will make sure the spa is drained and ready for pick-up; if you want to schedule a time on a week day to pick up, please let me know a day and time that your staff will be available and I will be there.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
There was no offer and Tish did not tell us you had to have a 720 credit score. She kept pushing the 15 month interest free period to pay off amount. She said if we did not pay off within the 15 months we would have to finance the balance left. I believe they did this to get con people. She did not mention anything about having to have a perfect credit score. They called us to schedule delivery, I did not call them. We want our deposit back. I will tell everyone I know not to buy a hot tub from Royal Spa. All other companies we have called said they refund deposit if financing is not obtained. I am following up with the State Attorney also. This is unethical business practices.
Royal Spa will not be refunding the deposit. Royal Spa has three different lending institutions that cumulatively offer several different types of loans. Among them are “12 & 15 Months Same-As-Cash” programs. Royal Spa has no control over the approval criteria of each of these institutions nor do we have any say in the credit decisions. For privacy we do not generally discuss customer’s individual credit scores or credit history unless the customer brings it up as a possible concern to being able to purchase the spa. Each institution is different and we are happy to try a different one for you that takes credit scores that are lower than the other two. I am getting the impression that you believed that Royal Spa was going to deliver the spa to your home and allow you to pay us (Royal Spa) over 15 months and that has never been true in our company’s history. There has been neither deception nor any unethical practices. [redacted] Bank is the bank we generally go to first and we had their business cards and financing signs places around our booth and at our business table at the show. Tish indicated that at the end of the 15 month interest free finance period you could refinance the balance if you chose to.We have built you a spa at your request and we called to schedule delivery when the spa was nearing completion. This was not a stock item. You did not indicate at time of purchase that you required financing to pay for the spa or you would not get the spa. If you had, we would have written on the invoice that you could cancel for full refund if adequate financing was not obtained. We would have also not built your spa until adequate financing was approved.Royal Spa has offered to put your spa into a “layaway” status to allow you pay down the balance over time. We usually extend this for 12 months without any cost/price increase but your salesperson (Tish) said that she offered it to you for 15 months as a good faith gesture. This would be a no interest and no fee way to complete your order. There is no payment schedule either. It is a pay what you want and when you want over that time and we deliver the spa once it is paid for then. Plus you can still finance any balance at that time and use any no-interest financing that we have available then.The two options available to you at this point is to take advantage of the “layaway” program we offer our customers or to allow us to try a different lending institution that is less strict on their approvals but only offers 12 Months Same-As-Cash financing on approved credit.Regards, Derek C[redacted] @ Royal Spa
If you have calcium stearate on the pipes, it is a film that was created. The goal is to get the film free from the pipes and into the water so it can be filtered out. Once the film is free from the pipes, what caused it goes with it. The goal is to get all of the film to free itself into the water and that has been the real trick. Fresh fills of water makes the pipes shrink a little due to the temperature and action causes remaining attached flakes to break free. As to the explanation of Epsom Salt, I am assuming that this is a miscommunication between you and whoever spoke to you about it. Epsom Salt is Magnesium Sulfate and magnesium is something most adults do not get enough of in their diet. Absorption through the skin is one of the very best ways to get magnesium into the body. Putting magnesium sulfate into the water has benefits for the bathers and none for the spa. I apologize for that confusion. We look forward to hearing from you. Sincerely,Derek
I want to apologize to Ms. [redacted] for the issue she is having. Her first issue was calcium stearate. It is a by-product of the water quality (what is in the water from the house water supply) and the chemicals used along with their reactions to the pipe in her spa. It is a thin film...
that forms in a few places in the spa and then breaks free. It is then filtered from the water. It appears that there is some confusion as to how to remove this from the water due to her having visited at least three different businesses (according to her complaint) and getting different information about what it is and how to remove it. The owner of Royal Spa visited Ms. [redacted]’s house to see the white flakes she was dealing with and he had indicated that the issue seemed to be resolved and that there no more than 6 tiny flakes in her spa during his visit. We had believed at that time the issue was over. In regards to the April 20 service call, we did make a mistake. We did agree to come to the house that day and we did not show up. It was an error on our part and we did apologize for our error. We are a company full of people and people do make mistakes. It was unfortunate that it happened to Ms. [redacted] and it was dealt with at that time. The resolution to this error was to send the owner to her home as mentioned above. The issue at hand is in regards to the circulation pump that Ms. [redacted] seems to have a problem with now. She called to schedule a service appointment and demanded that we come on a Saturday. We do not normally run service on Saturdays but we told her that it would take some time but we would try to find someone to come to her home. We also told her that we would call her once we found someone to work on Saturday. She called on August 19 or 20 to set up this appointment. After a few days, we called her on August 25 to let her know that we were able to accommodate her wishes and send someone to her home on Saturday August 27. She called us back on August 26 and said not to come and that we would never hear from her again. At our last visit (when the owner of Royal Spa was at her home), there was no bio-film in the water and no indication of any kind that there was anything harmful in her spa. There was no bait and switch, her spa was custom ordered by her and built new and delivered to her. To my knowledge we have not been to Ms. [redacted]’s home for any reason except when the owner came by to look at her spa and did not find an issue to resolve. Ms. [redacted] may have a bad pump that we are happy to replace. If there are still flakes in the spa water, we need to see it to decide what the next appropriate course of action should be. She does not have to be home for us to service her spa. We offered to come out on a Saturday and not charge her for the service call in an effort fix her spa and help heal the relationship between her and Royal Spa. Ron (our Service Coordinator) was instructed to take some additional items too her during the service call to replace any chemicals she used to clear the flakes from her spa and to help compensate her for the extra water changes. Currently, the spa if off and this could do damage to the spa. We are proposing to let us service/repair the spa so we can see what is really going on with her spa. Until then, it would be premature to pursue any other options. Sincerely, Derek C[redacted] & Ron S[redacted] Royal Spa Manufacturing