Faulty product under warranty, will not respond to email/phone calls
I will gladly change this review if things change, but after 15 days with no response, I think that is unlikely, as it is similar to other 1 star reviews.
The short version of this complaint is that I bought their top of the line Megatrol Rainproof 230V 60Amp spa control unit and top of the line Titanium heater online from this company, but after installation by a licensed electrician, it doesn't work at all and appears to be miswired compared to the wiring diagrams on their website. The electrician showed that neutral to ground was reading 120V when it should be reading 0, suggesting a short or miswiring. Both are well within the warranty period. The company does not have a way to contact them by phone and is not responding to any emails after 15 days, despite both the control unit and the heater being under warranty. Their warranty website states that returned items without a Return Goods Authorization form will be disposed of, but there's no way to obtain this form without them sending it to me. So I basically have a faulty unit that I can't attempt to repair myself or it will void the warranty, they won't offer any instruction by phone or email, they won't provide the form they require for me to return it, and I risk them throwing the unit away if I try to return it without that form.They were very responsive during the purchase period, but have not responded at all since I emailed that the unit was not working.
I have sent 7 emails with 0 response, tried their phone line (automated without a way to dial the listed extension) and I have tried to give them the benefit of the doubt each time, but I have hit my limit and advised them in the last 2 emails that I would be filing a formal complaint with the BBB if I didn't at least get a confirmation email from them that they were receiving the emails.
At this point, all I'm asking is the same I tried to accomplish in the beginning. If they cannot provide help over email or the phone, I need them to accept the return and either repair it or send a new one. If this cannot be accomplished, I would like a complete refund (including the specialty pipe connections that I had to buy from them for this unit that are now worthless and will need to be cut out, since I can't find anyone else that sells a control unit/cabinet with a 3" diameter heater) and will gladly ship it back to them.
I am happy to provide all emails and pictures as needed.
Meanwhile, I can't use my spa, I am spending far more time dealing with this than I wanted, and I have algae developing in the brand new pump lines I just replaced.
I have filed complaints with the Better Business Bureau, the FTC, as well as the Illinois ATG and Consumer Protection Offices.
Initial Business Response / [redacted] (1000, 5, 2015/05/08) */ Contact Name and Title: [redacted] President Contact Phone: XXX-XXX-XXXX XT [redacted] Contact Email: ***@acuraspa.com Date 5-8- Complaint ID#: XXXXXXXX Consumer: [redacted] Subject: Warranty on DIY program Reference: respond to complain Under "DIY" Do It Yourself program Mr [redacted] ordered and received the following individual parts: The BNmotor is made by Century motorsA shaft seal made by Pac seal822-M Impeller, Volute, face plate and drain plugs are made by Aura Spa Systems, standard size O rings and bolts and screwsMany handy and service people like this program because they would save lots of moneyThey purchase individual parts and they assemble it themselves using their own talentsMost of handy people are happy with the DIY programWe also offer the completed pump and motor properly assembled in our factory using our factory made jigs to test for proper concentricity to properly align the shaft sealWe also water test the pumps at maximum head pressure Mr [redacted] decided to purchase the DIY individual partsWe are happy to sell him the parts as he wished in addition he saved money on purchasing brand new disassembled partsWe cannot be responsible for work done outside of our facility by employees other than oursWe clearly say the followings on the BNorder page ***we do not provide assembly instruction for "DIY"Parts sold as "DIY" are not warranted by Acura Spa Systems, IncJust as tire alignment is critical for tire wear on your car, proper motor shaft alignment to the pump is critical for the longevity of the pumpAt Acura Spa System, we use factory made jigs to ensure proper alignment when we assemble the pumpsPlease click here to see https://www.acuraspa.com/bn61_motor.html We also say it in our terms and conditions as well as on our warrantyOn his invoice from us it clearly says "There is no warranty on parts"Almost six months later Mr [redacted] sent a form stating that the shaft seal is leaking water and the motor is having bearing noiseThis are exactly what we warren aboutIf the shaft seal is not properly aligned FurthermoreMonths later the shaft seal started leakingNo one paid attention to the small water leaksThe gap on the seal is leaking more and more water into the motorNow water entered the motor ruining the motor bearingThe bearings are now making a lowed noiseMotor companies will not warranty water damaged motorsIf the motor is not water damaged he can send it to us and we will send it to the motor company for creditHe pays for the freightWe are sorry for Mr [redacted] bad experience however we are not at faultHe can send the parts back to us for evaluation and we can see if some parts are repairableWe charge $flat labor fee, plus parts needed and freight both ways B regards [redacted] ***
The short version of this complaint is that I bought their top of the line Megatrol Rainproof 230V 60Amp spa control unit and top of the line Titanium heater online from this company, but after installation by a licensed electrician, it doesn't work at all and appears to be miswired compared to the wiring diagrams on their website. The electrician showed that neutral to ground was reading 120V when it should be reading 0, suggesting a short or miswiring. Both are well within the warranty period. The company does not have a way to contact them by phone and is not responding to any emails after 15 days, despite both the control unit and the heater being under warranty. Their warranty website states that returned items without a Return Goods Authorization form will be disposed of, but there's no way to obtain this form without them sending it to me. So I basically have a faulty unit that I can't attempt to repair myself or it will void the warranty, they won't offer any instruction by phone or email, they won't provide the form they require for me to return it, and I risk them throwing the unit away if I try to return it without that form.They were very responsive during the purchase period, but have not responded at all since I emailed that the unit was not working.
I have sent 7 emails with 0 response, tried their phone line (automated without a way to dial the listed extension) and I have tried to give them the benefit of the doubt each time, but I have hit my limit and advised them in the last 2 emails that I would be filing a formal complaint with the BBB if I didn't at least get a confirmation email from them that they were receiving the emails.
At this point, all I'm asking is the same I tried to accomplish in the beginning. If they cannot provide help over email or the phone, I need them to accept the return and either repair it or send a new one. If this cannot be accomplished, I would like a complete refund (including the specialty pipe connections that I had to buy from them for this unit that are now worthless and will need to be cut out, since I can't find anyone else that sells a control unit/cabinet with a 3" diameter heater) and will gladly ship it back to them.
I am happy to provide all emails and pictures as needed.
Meanwhile, I can't use my spa, I am spending far more time dealing with this than I wanted, and I have algae developing in the brand new pump lines I just replaced.
I have filed complaints with the Better Business Bureau, the FTC, as well as the Illinois ATG and Consumer Protection Offices.
Initial Business Response / [redacted] (1000, 5, 2015/05/08) */ Contact Name and Title: [redacted] President Contact Phone: XXX-XXX-XXXX XT [redacted] Contact Email: ***@acuraspa.com Date 5-8- Complaint ID#: XXXXXXXX Consumer: [redacted] Subject: Warranty on DIY program Reference: respond to complain Under "DIY" Do It Yourself program Mr [redacted] ordered and received the following individual parts: The BNmotor is made by Century motorsA shaft seal made by Pac seal822-M Impeller, Volute, face plate and drain plugs are made by Aura Spa Systems, standard size O rings and bolts and screwsMany handy and service people like this program because they would save lots of moneyThey purchase individual parts and they assemble it themselves using their own talentsMost of handy people are happy with the DIY programWe also offer the completed pump and motor properly assembled in our factory using our factory made jigs to test for proper concentricity to properly align the shaft sealWe also water test the pumps at maximum head pressure Mr [redacted] decided to purchase the DIY individual partsWe are happy to sell him the parts as he wished in addition he saved money on purchasing brand new disassembled partsWe cannot be responsible for work done outside of our facility by employees other than oursWe clearly say the followings on the BNorder page ***we do not provide assembly instruction for "DIY"Parts sold as "DIY" are not warranted by Acura Spa Systems, IncJust as tire alignment is critical for tire wear on your car, proper motor shaft alignment to the pump is critical for the longevity of the pumpAt Acura Spa System, we use factory made jigs to ensure proper alignment when we assemble the pumpsPlease click here to see https://www.acuraspa.com/bn61_motor.html We also say it in our terms and conditions as well as on our warrantyOn his invoice from us it clearly says "There is no warranty on parts"Almost six months later Mr [redacted] sent a form stating that the shaft seal is leaking water and the motor is having bearing noiseThis are exactly what we warren aboutIf the shaft seal is not properly aligned FurthermoreMonths later the shaft seal started leakingNo one paid attention to the small water leaksThe gap on the seal is leaking more and more water into the motorNow water entered the motor ruining the motor bearingThe bearings are now making a lowed noiseMotor companies will not warranty water damaged motorsIf the motor is not water damaged he can send it to us and we will send it to the motor company for creditHe pays for the freightWe are sorry for Mr [redacted] bad experience however we are not at faultHe can send the parts back to us for evaluation and we can see if some parts are repairableWe charge $flat labor fee, plus parts needed and freight both ways B regards [redacted] ***