B & M Concrete Co. (Former)

We had purchased/installed a Bullfrog Spa Sport X 151 Serial Number 141893 from Aquarian Pools, Inc., 631 Loveland Miamiville Road, Loveland, Ohio 45150 April 19, 2012. On October 22nd, 2013 it kept tripping the GFCI breaker. October 24th I had a licensed electrician come out and it was then determined that there was something wrong with the hot tub. The electrician stated that it may be the heater element that could be the issue. On October 25, I spoke with Jim at Aquarian Pools and he recommended Ken's SPA and Repair service; however, this person never returned my calls. It was as if Jim did not bother to follow-up or care as to what I could do next. He never tried to go out of his way to help the customer, so to speak. The repair person, Ken, wondered as to why I contacted him directly and why didn't Jim, from Aquarian Pools directly contact him. I felt that I was in the middle of a business feud. I basically decided that this business, Aquarian Pools, was not going to help me through this process on warranty repair - so buyer beware. I then contacted Bullfrog's Contact Us and stated what was going on, Todd Cossey responded back with Watson's Service and setting up a call in getting it repaired since it was still under warranty. On October 29th I spoke with a Watson's service manager, Charlie, and he stated that I could disconnect the heater and prevent water freezing and he would order the heater then. Charlie setup the service call for Nov. 12th. The serviceman came out only to tell me what both Charlie and myself already knew; the heater is not working. The serviceman stated that he would have to order it. This part was never ordered as Charlie stated earlier that it would be ready. The serviceman stated that it would take anywhere from and week and a half to two weeks to get the part in. I waited till Nov. 22nd with still no part when I called Watson's and spoke with Charlie. I then contacted Todd Cossey that same day and he stated that he would overnight the heater for Saturday delivery hoping to get it installed on Saturday. Spoke with Charlie at Watson's Saturday and they stated that it did not come in. I then emailed Todd Cossey about the situation stating that he did not get it out in time and that it would get in either on Monday or Tuesday. I then called Watson's and spoke with Charlie once again and he stated that the heater was in; however, Terry - Store Manager, stated that he would not get it installed till December 3. So I am wondering as to why Bullfrog went through all the trouble to get this part out to me so quickly only to have to wait till December 3 with the heater element there at Watsons...This is just very poor warranty service and it appears no one is willing to take care of a warranted customer for whatever reason. I should not be charged anything extra via labor or parts for such inadequate service.