Four Seasons Spa Village, Inc.

5-30-We are surprised that after months our client is still having water purifying issues, so here is our plan for resolution;1) Ship the client a bottle of Swirl Away to clean the entire plumbing system, then the client can "start over" with their purifying system 2) Ship the client a
new Pre-Filter for the garden hose, they'll need this after the Swirl Away process has been completed and at all times thereafter. 3) We will ship them a new Topside Control and if necessary, arrange for a technician to replace, it's very simple, plugs in just like a phone cord, original one needs to be returned to be considered for a "warranty" replacement.4) Pillows come with a day limited warranty however, if the client would like to send pictures of each pillow, front and back, that has been damaged this would allow them to avoid the freight costs, per the limited warranty, of returning them for inspection We can likely determine the cause by viewing the pictures. We will call the client and determine if they want a technician to replace the topside control or if they'd be willing to do this themselves, it takes less than five minutes and can be done from outside the spa compartment, only tools required is a flat head screw driver to remove the topside control that is adhered to the acrylic surface on the top rail Hopefully "starting over" with the purifying system will correct the issue for the client once and for all We are sorry that we provided the client with a more concentrated version of the same enzyme used for portable spas, and we have apologized for this numerous times

HiWe did not respond on the Revdex.com site b/c we didn’t know we had toNow the file is closed but it’s not resolved. The store called us directly and told us they would send replacement partsThey asked for photos of the pillows that were ruined, I texted them to the # they told me and now we’ve received no response from them againThey also said they’d send a technician and we’ve had no follow up on that eitherWe have a box of parts here, ruined pillows and are in the same situation as we have been

Charles R*** has just provided a pack of LiesNot once have they had an Electrician look at this spaI have had all the Main component parts Replaced @ the cost of Dollars, along with pump I purchased last year along with several spa service chargesIn the three years of owning this spa we have had nothing but problemsCurrently the spa is operating with new parts just fine and their story of bad Electricians is an old oneThis is how the R*** Family Weasels Out of paying Warranty ClaimsThey have customers take pictures of Electric work rather than send their own ElectricianOur Electrician is Licensed and This spa has No Electric Problems with All the new parts We have provided. This Company is a Joke Do not Walk Away from this Company Run

In our previous response we requested the company name, individuals name, contact information and copy of license held by the licensed, bonded and insured electrician that wired this client's spa, we have not received this information.  It is a requirement by the manufacturer, us, that a licensed, bonded and insured electrician provides the proper power supply to the client's spa, the attached pictures clearly show that that was indeed not done.  The attached pictures show;#[redacted] No water tight conduit.  No water tight wire splices, exposed wire nuts, wrong size ground wire, NOT DONE per the National Electric code or any county code in the entire USA.   #[redacted]- Wrong size ground wire in sub-panel.   #[redacted] Over taxed main panel with total of 200 A of incoming power to the main panel and 260 A of 220 V breakers plus 21 more breakers of at least 15 A. Electrician did not do a load calculation or he would have told the client that he has more power requirements than he has power available from this main panel. Warning page- Cover sheet to Owner's Manual provided to all clients without fail since 2005.  It is our obligation to notify this client that using any spa control equipment, from any company of any brand, in combination with this main breaker panel and these wire sizes is dangerous and may cause personal injury!  We highly recommend that this client DOES NOT USE any spa, at any time, when wired to this power supply in this manner.  We again request the information requested pertaining to the electrician that wired this spa be forwarded to us promptly so that we may proceed to assist the client in resolving this improper power supply situation.

Pillows are covered under warranty for 90 days from date of delivery however, one year later we have shipped the client all new pillows at no charge.  We are also in the process of arranging for a service technician to replace the client's topside control, without first having it shipped back to us for testing as required under the terms of the limited warranty.  This service should scheduled for completion next week.  Thank you,  Charles R[redacted], President, Atera Spas

Received this email on 11-6-15, will research and reply asap.  Thank you.  Charles R[redacted]

Dear Revdex.com,RE: ID# [redacted]Reply from : Charles W. R[redacted] IIPresident Four Seasons LeisureAtera AnyTemp Spas, Swim Spas & Hot TubsSorry, I did not receive this client complaint until 11-6-15...

because I was out of town from 10-26 to 11-5 and did not have easy access to email.  In my online reply to you on 1-6-15 I simply stated that I needed a few days to research what has thus far taken place with this client, [redacted] After doing so, here is what has transpired;1. [redacted] purchased a swim spa from us on 6-27-12 that we shipped to his home, or possibly his vacation home, in [redacted] on 9-26-15. 2.  Per our standard company policy, 100% of all spas and swim spas delivered and shipped to our clients globally are tested to be in perfect working order, with water and the proper electrical supply PRIOR to detailing, packaging and shipping.  This was indeed done to the swim spa purchased by [redacted].3. Prior to shipping the swim spa to [redacted], he was emailed written wiring instructions and a diagram of the power supply required for years of proper operation of his swim spa. Both were also provided to the client twice within the Owner's Manual, including the first three pages of the Owners Manual. (attached)  It states in bold, large font that "failure to properly wire your spa or swim spa per these instructions may result in voiding your limited warranty."4.In November of 2012, [redacted] contacted us explaining that his spa was not working properly.  I requested pictures of his electrical supply but ended up speaking with someone who represented himself as [redacted]'s licensed, bonded and insured electrician.  I reviewed the wiring requirements with this person over the phone and he assured me that the wiring and power supplied to the spa was done exactly per the written instructions and the diagram and was done correctly. Mistakenly I took this persons word for it and shipped [redacted] a new equipment control box ($660.00) and a new therapy pump ($420.00) under warranty at no cost to him.  The original equipment control box and pump were sent back to us for inspection and testing and both were found to have been damaged and in-operational as a result of improper power supply and neither of these components met the criteria for replacement under warranty. We notified [redacted] verbally and in writing via email (copy available) and he assured me that the improper electrical supply would be corrected so that this situation did not repeat itself.  In order to provide exceptional customer service we replaced both the equipment control box and the therapy pump under warranty anyway and did not forward a bill for either to [redacted].5.On or about August of 2013, the [redacted] contacted us again explaining that one of his therapy pumps was not operating properly.  Per the terms of our limited warranty, we requested that said pump be returned to us for inspection, testing and determination if it meet the criteria for warranty replacement.  The pump was received and tested to have a bad motor capacitor and was again, gratis, replaced under warranty ($420.00) explaining to him the cause of the failure was improper power supplied to his swim spa.6. On 9-16-14 [redacted] contacted us again, explaining that the pump that we sent him (again at no charge) was again not operating properly so we again requested that the pump be returned to us for inspection and testing, the pump was again found to have a bad motor capacitor, the result of improper power supply to the swim spa.Since multiple pump failures had occurred quickly in a short period of time and this is incredibly unusual, unless the spa is wired improperly, we requested pictures of the [redacted]'s wiring, we received pictures that clearly show that the spa was not wired as required. We advised [redacted] accordingly verbally and in witting via email and he assured us that he would have his electrical supply corrected to be as shown and required in the written directions and the diagram and we AGAIN replaced the therapy pump under warranty with another new one ($440.00).7. On 7-30-15 [redacted] again contacted us explaining that the spa now had multiple malfunctions including; over heating of the water (only caused by inadequate power supply to the relay that controls the pumps causing the pump to not turn off and heating the spa water beyond the set temperature as a result of kinetic energy, friction of the water running through the pump (also known in the industry as heat creep) and therapy pumps that were again not working properly.  At this point, because we know from thirty years of experience, numerous inspections and tests to the components we had already replaced without obligation under warranty, that the symptoms [redacted]'s problems since his first contact with us in November of 2012 could only be the result of inadequate power or improper wiring, We requested pictures of the client's electrical supply (wiring) which we received and they clearly showed that nothing had ever been changed and that the spa was still wired improperly and with the wrong size wires, still not according to the written instructions and diagram provided (at this point the proper instructions and diagram had been provided to [redacted] and the person representing themselves as the electrician. no less than four times).8.On 9-18-15 [redacted] contacted us explaining that his topside control panel did not work properly.  We explained to him, verbally and in witting via email, that we are no longer willing to provide him warranty parts for his swim spa and that his warranty has been voided as a result of improper and/or inadequate power supply.9. After receiving the complaint filed with the Revdex.com last week (11-6-15) I instructed all my employees who had ever been in contact with [redacted] to provide me all pictures and written correspondence that have taken place with [redacted] since delivery,After completing my research I have confirmed that the last pictures ever received from [redacted] still clearly show two things:A) The spa is not wire to the National Electric Code, we've never seen anything like this poor, unprofessional electrical work before and is the electrical work is still not done according to the written instructions and the diagram provided ANDB) [redacted]'s MAIN BREAKER PANEL on his home is OVER BURDENED and not able to provide his spa with a continuous, 24/7,  220 V, 50 A as required.  The the picture that we have of MAIN BREAKER PANEL on his home clearly shows that the total available power coming into the main panel is 200 A.  It also shows that there are well over 400 A worth of breakers in this main panel. 10.In our professional opinion, [redacted]'s swim spa has never run properly since day one as a result of inadequate power supply and improper wiring and our company is not willing to continue to send [redacted] components to install in his swim spa that is not properly wired and is not provided the continuous voltage and amperage required.11. [redacted] should also realize and be aware that our company has thousands of spas and swim spas globally, all using the exact same equipment control boxes, topside control panels, therapy pumps, circulation pumps, heaters and chillers,etc. and no component has ever been changed since we began manufacturing Atera Spas in 2005. Why? Because they all work great when the licensed, bonded and insured electrician wires them properly and provides them continuous 220 v, 50 A of power as required.12.[redacted] should also realize that any and all brands of 220 v, 50 A swim spa control systems  require the exact same electrical supply done according to the manufacturer's instructions and that if he removes all the Atera equipment and replaces it with equipment of another brand he will have the exact same problem!13.[redacted] should also know that once he has the proper power supply, which will require additional amperage service from the power company to the home, that our company is still willing to assist him in order to once and for all have a properly working swim spa.  We will not however provide any additional components at no charge however, we will provide him the components he requires at a reduced cost.14.We suggest that [redacted] obtain a copy of the electricians license and his insurance policy and demand that the electrician compensate [redacted] for his time and aggravation and also demand that the electrician pay our company for all the components provided at no charge that were not eligible to be replaced under warranty.  The electrician is 100% to blame for both [redacted]'s time and aggravation as well as for all components that our company has provided [redacted] thus far.  15.We suggest that [redacted] hire a licensed, bonded and insured electrician, one that knows how to properly wire spas according to the National Electric Code and to the manufacturer's instructions, and contract with this electrician to do a load calculation, when everything requiring power at the home is ALL turned on simultaneously.  The electrician and [redacted] will find that the swim spa is not  receiving 200 v, 50 A of power continuously all day, everyday.16.[redacted] should also know that he is not the first, and likely not the last, client who has been harmed by an inept electrician and our company would be happy to put [redacted] in contact with other clients of ours who have experienced the same or similar problems due to the same reasons. 17.Please request that [redacted] provide our company with the Name, Company and contact information along with a copy of the electrician's license so we can contact the registrar of contractors in [redacted]'s county and request that they also come inspect the work provide to [redacted] by the electrician that has caused our company financial harm (time and components) and is 100% to blame for the aggravation that [redacted] has experienced since purchasing a swim spa that was delivered to him in perfect working order. This same situation has taken place with our client friends approximately twenty times in ten years.  I've personally seen this situation hundreds of times in the last thirty years and I'm sure we'll have clients who's electricians do them wrong again in the future.  Once [redacted] has the proper continuous power supply connected to his swim spa and his  electrician has paid our company's bill for the out of warranty components already provided [redacted], we'll be happy to continue to assist him with repairing the damage the electrician has caused to his swim spa. We'll continue to provide exceptional service to all our client friends globally, as we have done for the last ten years, but we will not however agree to provide any further components to [redacted] at no charge.  Our company has always and will continue to protect our good global reputation if and when it becomes necessary and we will not tolerate defamation, slander or any  misrepresentation of the facts. We are sorry that [redacted] has chosen to involve the Revdex.com in this matter, instead of resolving his electrical problems with a competent electrician, but our company thanks you in advance for your time and assistance in resolving this matter.All pictures and all written communication with [redacted] are available upon request.Have a great week!Best regards,Charles W. R[redacted] IIAtera AnyTemp Spas, Swim Spas & Hot TubsFour Season Home Products, Inc.Four Season's Leisurewww.ateraspas.com[redacted]