Ceiling Repaint Specialists

Initial Business Response /* (1000, 5, 2015/10/29) */
This is BFM's response to the claim for the customers replacement in our internal database on the customers above serial numberAll responses in the system from the dealer and factory are date and time stamped automatically in the system as
soon as "submit" is entered
Posted 2015-10-08:07:by garnett
Replace the spaThe customer has two options
)Blue Falls will replace the shell, jets, plumbing, cabinet and floorThere is no warranted reason to replace electronic equipment or coverThe old used equipment will be transferred from the original spa and installed in the new spaWarranty will pay up to hrs for the parts swapWarranty on new spa with original equipment will be duration of existing
2) Blue Falls is offering factory installed equipment at a low charge to only recuperate our costsThe cost to customer for new factory installed equipment will be $Warranty on new equipment will be the duration of existing warranty or one year parts, which ever is longerIf the customer wants a new cover, it will be at an additional cost
Any additional upgrades are extra to above cost
It sounds like the dealer only gave the second option which is unfortunate but the first option still stands from BFM if the customer would like the the new spa at no charge
All consumers that have been offered to have a replacement product are responsible to pay for the swap of the product or they can bring the defective product back to the dealer in good condition
This is a quote from the *** warranty:
Reasonable costs for the removal of the defective spa, and
delivery and installation will be the responsibility of the spa ownerFreight will be paid to the
nearest *** spas(r) distribution center
I would suggest that the consumer contact the local dealer and inquire about the first option listed above so that they can get a replacement product on order
Initial Consumer Rebuttal /* (3000, 8, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The dealer has advised us that the cost of repairing the tub will be significantly more expensive than replacing the tubThe repair work will take several hours to completeWe will not pay for additional labour beyond the two hours offered by BFM
The second option requires us to pay $for a replacement, which is unreasonable given that our current tub is a year oldAre you confirming that the technology has improved so much and is significantly more expensive, that you will be losing money if you provided us with a tub at no charge? Making your customer pay for the lack of quality control at your factory is unacceptable, especially when the tub is new
The warranty does NOT state that the consumer must pay for new parts in a replacement spa
Final Business Response /* (4000, 22, 2015/11/12) */
Our understanding is that you wanted a replacement spa at no cost to youFactory option is the best option for your request so we suggest moving forward with that optionThere is no expectation for the consumer to pay money for equipment unless they would like brand new electronic equipment as specified in option For option there are no upgrade costs that have increased the pricing and all electronic equipment pricing is based off of dealer cost which is lower than retail pricingWe will not be posting pricing of items in a claim
We are not admitting that there is more damage to the product that you have by offering the new spaIt is not feasible or cost effective to the manufacturer to pay the dealer service department to tear apart and rebuild the cabinet structure in your backyard so it was our call to replace the spa with the options that are listed above
Final Consumer Response /* (4200, 24, 2015/11/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My questions have still not been answeredI am requesting a *** *** replacement tub, as mine is structurally defectiveAlso, please be advised that we have documentation available that shows the frame was cracked on the day it was deliveredAlso, we have had an independent hot tub repair person verify the structural damageIt is his professional assessment that unless we brace the tub, it will eventually weaken to the point where the acrylic shell will crackTherefore, THIS TUB IS UNUSABLE in its current stateWe will not pay for repairs nor will we pay for a replacement tub, as it was defective from day one

Initial Business Response /* (1000, 5, 2016/03/09) */
The original offer of 180.00 was given on March 7, 2016, this was for the 3 hours of repair time to fix the spa under standard warranty practices. There was diagnosis time that is not normally covered. The warranty manager at Blue Falls went to...

the ownership and requested that full labour coverage for both diagnosis and repair be paid to the customer. In our written warranty labour coverage excludes travel or mileage for a tech to travel to a customers home to diagnose or repair product.
On the morning of March 8th, It was agreed to pay this person 459.92 which covered the labor charges. The other 40.00 dollars plus tax for travel charges are not covered under warranty. The warranty manager proceeded to call the customer and advise this is what we agreed to do for the customer and was very appreciative and thanked the warranty manager for going to bat for them.
The accounting department is making up payment for the customer and sending to him to cover his costs as agreed above.
Initial Consumer Rebuttal /* (2000, 8, 2016/03/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This company really came through with a strong honouring of their warranty.
I would like to thank them for their efforts.