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Caldera Spa Parts

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Caldera Spa Parts Reviews (8)

Customer has been contacted by email and phone asking for pictures of the pump that customer states we incorrectly shippedCustomer has refused to this point to send us pictures of the pumpWe would be more then happy to accommodate this customer if he can send us pictures of the pump he claims is incorrect

Below is email thread regarding this transactionAs you can see in the email thread, the customer starts by saying we told her these were the correct filters for her spa and blaming us for her mistake, then changes her story when shown the email she sent us, then threatens us with bad reviewsWe have tried to accommodate this customer and will accept her return per our return policy listed on our website, but the customer refuses to return the filters Sincerely, [redacted] Caldera Spa Parts Plus calderaspapartsplus.com From: T [mailto: [redacted] @yahoo.com] Sent: Monday, January 27, 7:PMTo: Caldera Spa Parts PlusSubject: Re: Someone submitted the form from your 'Contact Us' page You are correct I see now that I only ask you specifically about the spa pillowsHowever, I did tell you the year and make of our spaI would think good customer service would make sure I had the correct filters for this spa as well in my order We JUST bought this Caldera spaWe will be purchasing chemicals and parts for many years to comeWe will be buying these from a company with good customer serviceWe can either buy these from your company or find another who is willing to treat their customers with true customer service I am happy to write several reviews for your company - good or bad Over to you Thank you [redacted] *** Sent from my iPhone On Jan 27, 2014, at 9:PM, "Caldera Spa Parts Plus" wrote: Hi [redacted] , Below is the message you sent us and the return replyYou did not ask us about the filtersYou can return the filters as long as they have not been openedYou need to do a return request, you can find the instructions under shipping & returns tab on our front pageOnce we receive the filters you will receive a store credit minus a 20% restocking fee, you can then use that credit to order the correct filters Below is the message we sent you and your initial question Those are the correct spa pillowsYou need to confirm that the lounge pillow in your spa is longer than the corner pillows Some Cantabrias used the same corner pillow for the lounge pillow also Regards, [redacted] Caldera Spa Parts Plus calderaspapartsplus.com From: [redacted] @yahoo.com [mailto: [redacted] @yahoo.com] Sent: Wednesday, January 15, 10:AMTo: [email protected]: Someone submitted the form from your 'Contact Us' page Someone submitted the form from your 'Contact Us' page A user has submitted the contact form on your store Here are their details: Email Address: [redacted] @yahoo.com Company Name: We bought a Caldera Cantabria spaWe would like to replace all of the pillowsI want to make sure I have the correct pillows orderedThe current pillows have the following information on the back: neck jet pillow: with the number underneath these numbers of the pillows: number followed by underneath final pillow: number followed by underneath Currently I have the following in my shopping cart: 74865, (2), Please confirm that I have the correct pillows thank you From: [redacted] ***- [redacted] [mailto: [redacted] @yahoo.com] Sent: Monday, January 27, 11:AMTo: Caldera Spa Parts PlusSubject: Re: Someone submitted the form from your 'Contact Us' page ***, It was actually to your "Contact Us" page (so it wasn't actually an email - sorry - it was to your website) a day or so before I made the order, therefore I don't have a copy of the dialoge To help job your memory - I had ask about the correct pillows for the spa and about to make sure I was ordering the correct filter for the model spa we have You should have it in your system Please let me know next steps so we can get the correct filter thank you, [redacted] From: Caldera Spa Parts Plus To: [redacted] @yahoo.com Sent: Sunday, January 26, 8:PMSubject: RE: Someone submitted the form from your 'Contact Us' page HI, Can you please forward me the email where we told you these were the correct filters? That is not the correct filter for your spa, if we told you it was we will pay for return shipping and ship out the correct filters, but I need something that shows we told you thatI’ve searched our email database and cannot find a message sent out to you saying those were the correct filtersBelow is a link for the correct filter http://www.calderaspapartsplus.com/caldera-spa-100-sq-ft-filter-cantabria-2009-t... Regards, [redacted] Caldera Spa Parts Plus calderaspapartsplus.com From: [redacted] @yahoo.com [mailto: [redacted] @yahoo.com] Sent: Sunday, January 26, 5: PMTo: [email protected]: Someone submitted the form from your 'Contact Us' page Someone submitted the form from your 'Contact Us' page A user has submitted the contact form on your storeHere are their details: Email Address: [redacted] @yahoo.com Company Name: I ordered •Caldera Spa Sq Ft Filter Utopia Series to Current Part #However, when I received them they do not fit my Cantabria spaI emailed before I made the order to be sure of the correct parts and was told this filter would fit the CantabriaIt does notWould you please refund my money for these filters and send the correct ones for my spa?thank you! [redacted] Caldera Spa Parts Plus http://www.calderaspapartsplus.com/

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The Caldera Spa Parts PLUS website IS misleadingThe site claims that a Utopia Series filter for a Sq foot spa made in will fit any model up to the present date There is no disclaimer stating that it fits all UTOPIA series with the exception of the Cantabria (part of the UTOPIA series) which is why we ordered that filter I have zero issues with the chemicals that I ordered from this company and the filter would be fine IF that was the model spa I hadI am unhappy that they misled me and any review I post for this company will specifically mention that point which is 100% accurateThe only real issue here is I should not have to pay a restocking fee for a part I was mislead into buying Simply put if I told you a car part will fit any Ford Mustang GT made from a certain year however, did not mention that the part would not fit a Mustang GT BOSS or Cobra model then that is misleadingThat is what happened here but, with a spa part It truly amazes me that this company is fighting this so hard, They have lost a customer and ANY referralsObviously a drastic misunderstanding of the definition of customer service steps will resolve this #Change the web site to reflect that the filter I ordered does NOT fit the Cantabria model of the UTOPIA series #Offer a direct exchangeI will mail the unopened filter, as well as the one I opened if they wish back to them and they can return the courtesy with the one that fits my spa and no restocking fee This is great for Caldera Spa Parts PLUS because I get $filter and they receive $filters in return #After successful delivery we never communicate with nor about each other again [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As stated the pump sent is NOT the same as the one pictured on their websiteIan the so called sales rep.,simply,is a major assHe clearly was not in least bit receptive to my problem and was a massive jerkI have zero interest in wasting any additional time out of life with this foolI have been in the spa repair business for over years and he,as a two bit sales person did nothing but argue with meI know these pumps and spasThe pumps have very specific fitment requirementsAnd I cannot go to the job with a cheaper/different pump then the one they should have sent me in the first placeSend me what I boughtIts not complicatedSend me what they picture on their site and send me a return shipping label for the knockoff one and get Ian some lessons on maturity/basic customer service and I will along with the complaint goes awaySo in other words JUST DO THE RIGHT THING!!! Is it any wonder why the Revdex.com rating is a "C"?
Regards,
*** ***

Customer has been contacted by email and phone asking for pictures of the pump that customer states we incorrectly shipped. Customer has refused to this point to send us pictures of the pump. We would be more then happy to accommodate this customer if he can send us pictures of the pump he claims is...

incorrect.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The Caldera Spa Parts PLUS website IS misleading. The site claims that a Utopia Series filter for a 100 Sq foot spa made in 2005 will fit any model up to the present date. 
There is no disclaimer stating that it fits all UTOPIA series with the exception of the Cantabria (part of the UTOPIA series) which is why we ordered that filter.
I have zero issues with the chemicals that I ordered from this company and the filter would be fine IF that was the model spa I had. I am unhappy that they misled me and any review I post for this company will specifically mention that point which is 100% accurate. The only real issue here is I should not have to pay a restocking fee for a part I was mislead into buying. 
Simply put if I told you a car part will fit any Ford Mustang GT made from a certain year however, did not mention that the part would not fit a Mustang GT BOSS or Cobra model then that is misleading. That is what happened here but, with a spa part.
 
It truly amazes me that this company is fighting this so hard, They have lost a customer and ANY referrals. Obviously a drastic misunderstanding of the definition of customer service.
 
3 steps will resolve this.
 
#1 Change the web site to reflect that the filter I ordered does NOT fit the Cantabria model of the UTOPIA series
#2 Offer a direct exchange. I will mail the unopened filter, as well as the one I opened if they wish back to them and they can return the courtesy with the one that fits my spa and no restocking fee.
This is great for Caldera Spa Parts PLUS because I get 1 $80 filter and they receive 2 $71 filters in return. 
#3 After successful delivery we never communicate with nor about each other again.
[redacted]

Caldera Spa Parts Plus is a eCommerce business and is a separate entity that is not associated with La Costa Pool and Spa. We have not had any transaction with this customer.
Sincerely,
[redacted]

Below is email thread regarding this transaction. As you can see
in the email thread, the customer starts by saying we told her these were the
correct filters for her spa and blaming us for her mistake, then changes her
story when shown the email she sent us, then threatens us with bad reviews. We
have tried to accommodate this customer and will accept her return per our
return policy listed on our website, but the customer refuses to return the
filters.
 
Sincerely,
 
[redacted]
 
Caldera Spa Parts Plus
760.846.1856
calderaspapartsplus.com
 
From: T [mailto:[redacted]@yahoo.com]
Sent: Monday, January 27, 2014 7:07 PMTo: Caldera Spa Parts PlusSubject: Re: Someone submitted the form from your 'Contact Us' page
 
You are correct I see now that I only ask you specifically
about the spa pillows. However, I did tell you the year and make of our spa. I
would think good customer service would make sure I had the correct filters for
this spa as well in my order. 
We JUST bought this Caldera spa. We will be purchasing
chemicals and parts for many years to come. We will be buying these from a
company with good customer service. We can either buy these from your company
or find another who is willing to treat their customers with true customer
service.   
I am happy to write several reviews for your company - good
or bad. 
Over to you. 
 
Thank you 
 
[redacted] 
 
 
Sent from my iPhone
On Jan 27, 2014, at 9:39 PM, "Caldera Spa Parts Plus" <[email protected]>
wrote:
Hi [redacted],
 
Below is the message you sent us and the return reply. You did
not ask us about the filters. You can return the filters as long as they have
not been opened. You need to do a return request, you can find the instructions
under shipping & returns tab on our front page. Once we receive the filters
you will receive a store credit minus a 20% restocking fee, you can then use
that credit to order the correct filters.
 
Below is the message we sent you and your initial question.
 
Those are the correct spa pillows. You need to confirm that the
lounge pillow in your spa  is longer than the corner pillows.  Some
Cantabrias used the same corner pillow for the lounge pillow also.
 
Regards,
 
[redacted]
 
Caldera Spa Parts Plus
760.846.1856
calderaspapartsplus.com
 
From: [redacted]@yahoo.com
[mailto:[redacted]@yahoo.com] Sent: Wednesday, January 15, 2014 10:28 AMTo: [email protected]: Someone submitted the form from your 'Contact Us' page
 
Someone submitted the form from your 'Contact Us' page
A user has submitted the contact form on your store.
Here are their details:
Email
Address:


[redacted]@yahoo.com


Company
Name:



We
bought a 2009 Caldera Cantabria spa. We would like to replace all of the
pillows. I want to make sure I have the correct pillows ordered. The current
pillows have the following information on the back:
neck jet pillow: 1116701 with the number 4 underneath these numbers
2 of the pillows: number 7 followed by 39549 underneath
final pillow: number 10 followed by 39549 underneath.
Currently I have the following in my shopping cart:
74865, 74866 (2), 74867.
Please confirm that I have the correct pillows.
thank you.


 
 
 
From: [redacted] [mailto:[redacted]@yahoo.com] Sent: Monday, January 27, 2014 11:22 AMTo: Caldera Spa Parts PlusSubject: Re: Someone submitted the form from your 'Contact Us' page
 
[redacted],
 
It was actually to your "Contact Us" page (so it wasn't
actually an email - sorry - it was to your website) a day or so before I made
the order, therefore I don't have a copy of the dialoge.
To help job your memory - I had ask about the correct pillows for
the spa and about to make sure I was ordering the correct filter for the model
spa we have.
You should have it in your system.  Please let me know next
steps so we can get the correct filter.
 
thank you,
 
[redacted]
 
From: Caldera
Spa Parts Plus <[email protected]>To: [redacted]@yahoo.com Sent: Sunday, January 26, 2014 8:59 PMSubject: RE: Someone submitted the form from your 'Contact Us' page
 
HI,
 
Can you please
forward me the email where we told you these were the correct filters? That is
not the correct filter for your spa, if we told you it was we will pay for
return shipping and ship out the correct filters, but I need something that
shows we told you that. I’ve searched our email database and cannot find a
message sent out to you saying those were the correct filters. Below is a link
for the correct filter.
 
http://www.calderaspapartsplus.com/caldera-spa-100-sq-ft-filter-cantabria-2009-t... />  
Regards,
 
[redacted]
 
Caldera Spa Parts
Plus
760.846.1856
calderaspapartsplus.com
 
From: [redacted]@yahoo.com [mailto:[redacted]@yahoo.com] Sent: Sunday, January 26, 2014 5:24
PMTo: [email protected]: Someone submitted the form
from your 'Contact Us' page
 
Someone submitted the form from your
'Contact Us' page
A user has submitted the contact form on your store.
Here are their details:
Email Address:


[redacted]@yahoo.com


Company Name:



I ordered 2 •Caldera
Spa 100 Sq Ft Filter Utopia Series 2005 to Current Part #73722. However, when
I received them they do not fit my 2009 Cantabria spa. I emailed before I
made the order to be sure of the correct parts and was told this filter would
fit the 2009 Cantabria. It does not. Would you please refund my money for
these 2 filters and send the correct ones for my spa?thank you![redacted]


Caldera Spa Parts Plus http://www.calderaspapartsplus.com/

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Address: 1122 Los Vallecitos Blvd, San Marcos, California, United States, 92069

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