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Reviews Four Seasons Spa Village

Four Seasons Spa Village Reviews (15)

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 WR [redacted] IIPresident Four Seasons LeisureAtera AnyTemp Spas, Swim Spas & Hot TubsSorry, I did not receive this client complaint until 11-6- because I was out of town from 10-to 11-and did not have easy access to email In my online reply to you on 1-6-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; [redacted] purchased a swim spa from us on 6-27-that we shipped to his home, or possibly his vacation home, in [redacted] on 9-26- 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 ***Prior to shipping the swim spa to ***, he was emailed written wiring instructions and a diagram of the power supply required for years of proper operation of his swim spaBoth 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 ***'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 correctlyMistakenly I took this persons word for it and shipped *** 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 warrantyWe 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 ***.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 spaOn 9-16- [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 ***'s wiring, we received pictures that clearly show that the spa was not wired as requiredWe advised *** 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)On 7-30-*** 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 ***'s problems since his first contact with us in November of 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 electricianno less than four times).8.On 9-18- [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 supplyAfter 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 *** to provide me all pictures and written correspondence that have taken place with *** since delivery,After completing my research I have confirmed that the last pictures ever received from *** 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) ***'s MAIN BREAKER PANEL on his home is OVER BURDENED and not able to provide his spa with a continuous, 24/7, V, 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 A It also shows that there are well over A worth of breakers in this main panel10.In our professional opinion, ***'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 *** components to install in his swim spa that is not properly wired and is not provided the continuous voltage and amperage required*** 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,etcand no component has ever been changed since we began manufacturing Atera Spas in Why? Because they all work great when the licensed, bonded and insured electrician wires them properly and provides them continuous v, A of power as required[redacted] should also realize that any and all brands of v, 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.*** 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 ***'s time and aggravation as well as for all components that our company has provided *** thus far 15.We suggest that *** 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 *** will find that the swim spa is not receiving v, A of power continuously all day, everyday.16.*** 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 reasons17.Please request that *** 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 ***'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 *** has experienced since purchasing a swim spa that was delivered to him in perfect working orderThis 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 *** 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 ***, we'll be happy to continue to assist him with repairing the damage the electrician has caused to his swim spaWe'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 *** 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 factsWe 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 WR [redacted] IIAtera AnyTemp Spas, Swim Spas & Hot TubsFour Season Home Products, Inc.Four Season's Leisurewww.ateraspas.com [redacted]

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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted] Complaint #[redacted]

Reply Date: 7-30-14 (attempted online, rec'd 404 FAILURE screen after 4 attempts) Unfortunately our client’s hired an electrician that did not follow the written proper wiring instructions provide on the first...

three pages of the client’s Owner’s Manual that was provide to the client’s upon delivery.   In order for us to proceed in the necessary repair of the client’s spa components, we request that we all meet at our showroom, a few miles from our client’s home, at their earliest convenience to discuss how we can move forward with the necessary service and who is financially responsible for parts and labor already performed and all future parts and labor required.  As the Owner’s Manual, Wiring Instructions and Limited Warranty clearly states, failure to properly wire the spa per the written instructions provided will likely damage the spa components and void the spa’s Limited Warranty.  During this meeting we are confident that we can mutually agree on a plan to once and for all provide our client’s a properly functioning spa, just as it was upon delivery, and discuss who is going to be responsible for the financial costs in the future and costs expended thus far. Please request that our client’s contact me personally at [redacted] at their earliest convenience to schedule our meeting.   I’d like their salesperson, [redacted] to also be present and I'll be out of the office on a family medical emergency in [redacted]l until the first of next week.  We look forward to a prompt resolution and getting our client's damaged spa repaired promptly. Best regards, [redacted]

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Dear Revdex.com,
RE: ID# [redacted]
Reply from : Charles W. R[redacted] II
President Four Seasons Leisure
Atera AnyTemp Spas, Swim Spas & Hot Tubs
Sorry, 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 AND
B) [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]

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.

Charles R[redacted] has just provided a pack of Lies. Not once have they had an Electrician look at this spa. I have had all the Main component parts Replaced @ the cost of 2000.00 Dollars, along with 600.00 pump I purchased last year along with several spa service charges. In the three years of owning this spa we have had nothing but problems. Currently the spa is operating with new parts just fine and their story of bad Electricians is an old one. This is how the R[redacted] Family Weasels Out of paying Warranty Claims. They have customers take pictures of Electric work rather than send their own Electrician. Our 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.

I had a GREAT experience with [redacted].
I've owned some cheaper spas when, I was young, and got tired of having to junk them after a couple years. These spas are made here in America. I like that and would recommend Atera Spas to anyone wanting a quality product from a family owned company who really cares! Chuck, the owner of [redacted], personally found the right sized crane to do the job and on another occasion, got on the phone with the electrician to answer some technical installation questions.
The people at [redacted] are super!!!

We purchased an Atera Anytemp Swim Spa back in September and simply could not be happier! From the moment we had it delivered [redacted] and [redacted] have been attentive to any questions that have come up, and their customer service is one of the best I have ever encountered.
I was a bit nervous pulling the trigger on a swim spa since they are rather costly and there are so many variations on the market, so being able to test swim in their show room was really helpful when the time came to make a call...
I am so glad we went with the 3 river jet model and added the chiller! It's so nice having the luxury of pumping our pool up to 103/104 for the weekend and then easily bringing it back down for swimming laps during the week. I was also somewhat hesitant with using only an enzyme treatment and no chemicals since I had never really heard of it before, but I can say after 3 months my water is still clear, smells good and have not had any need for toxic chemicals to keep it that way!
If anyone ever has questions about my review or in general, I'd be glad to respond via email knowing how nerve racking the process of searching and deciding on which swim spa to buy can be...
Thanks again [redacted] and [redacted]! My wife and I swim EVERY day and can't imagine what life was like before we had our Anytemp Swim Spa.
Warmest regards,
[redacted] - Mesa, Arizona

We purchased an Atera Anytemp Swim Spa back in September and simply could not be happier! From the moment we had it delivered [redacted] and [redacted] have been attentive to any questions that have come up, and their customer service is one of the best I have ever encountered.

I was a bit nervous pulling the trigger on a swim spa since they are rather costly and there are so many variations on the market, so being able to test swim in their show room was really helpful when the time came to make a call...

I am so glad we went with the 3 river jet model and added the chiller! It's so nice having the luxury of pumping our pool up to 103/104 for the weekend and then easily bringing it back down for swimming laps during the week. I was also somewhat hesitant with using only an enzyme treatment and no chemicals since I had never really heard of it before, but I can say after 3 months my water is still clear, smells good and have not had any need for toxic chemicals to keep it that way!

If anyone ever has questions about my review or in general, I'd be glad to respond via email knowing how nerve racking the process of searching and deciding on which swim spa to buy can be...

Thanks again [redacted] and [redacted]! My wife and I swim EVERY day and can't imagine what life was like before we had our Anytemp Swim Spa.

Warmest regards,

[redacted] - Mesa, Arizona

Review: Purchased a swim spa from this company in August of 2012 and have been very unhappy ever since. Problems from misrepresentation of a 1400.00 freight bill from lack of communication on the part of [redacted]s to currently having a Non Operating Spa at this time.

What was to be a very positive experience has turned into a Nightmare. After reading the complaints about this company I see they use the Electric Hook up as their reason to not honor warranty issues.

The problems consist of Pump problems, Top side Control problems and Overall lack of quality parts that they use.

I should have picked this up at the start when the spa was delivered I asked [redacted]s (son) dodn't you have any local venders to help in the hook up of these spas. " What do you want me to come watch the water come out of the hose" This is the type of customer service we have seen from the beginning.

Currently they have refused to send the parts needed to our service tech who We had to hire blaming the problems on the electrician who hooked up their product. This is the game Chuck [redacted] Plays when its time to step up to the plate for service. We have never seen any technicians hired by Their company at our house, which is a sign that they really dodn't care about their customers. You would think They would have of one of their electricians come out for their own opinion but not so. This has gone on for Three Years. I have had three separate opinions and also paid in excess of over 15,000 for this spa and believe the [redacted] Family is selling this sub prime product with no intentions of servicing. They provide a 20 page warranty which is to cover all parts from three to twenty years and I Believe that this is not worth the paper it is written on. I have had enough of this company and will be filing a report with the Arizona Attorney Generals Office as well as the Colorado Attorney's Office and Revdex.com as well. I feel that this company is deceptive in their sales and service tactics.

My lesson Learned is to never purchase an item like this from an out of state company, especially a company like this.Desired Settlement: Today we have a Technician Removing all their Canadian Junk parts so that this spa will work again, cost to us is 2000.00 with a warranty from a local company. I would like to be refunded 2000.00 plus 600.00 and 400.00 a total of 3000.00

Business

Response:

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

Business

Response:

Dear Revdex.com,

Review: [redacted] Spas sold us a spa 12/2013 that has continuously needed several repairs of which have not fully repaired the issues. Several months ago, the spa pump one went out, they came out and replaced the pump stating that there was an issue with the product. At that time, they requested a conduit be added by the electrician who set up the wiring to ensure moisture did not damage any inside wiring. The electrician completed the project and [redacted] Spas stated that all issues were fixed. Last month, we began experiencing the same issue with pump one and now the heating element of the spa. When we contacted [redacted] Spa, they sent out a technician who declared that there were no issues, and we were charged $150 dollars. We were never told about the service charge prior, and was told during the original replacement, to call at any time the spa pump became an issue. When we contacted [redacted] after the inspection, we were told that the electrician did not use adequate wiring to the gauge they requested (6 gauge) and that it is now the fault of the electrician. The original electrician came back and inspected the spa stating that the spa's motor is receiving the amount of power needed and that the wiring is in support of the specs required. To ensure we were in compliance, he changed all wiring to the 6 gauge as requested on 7/25. On 7/29/2014 the [redacted] technician re-inspected the spa's components and stated that the motherboard and other components were not working correctly and that "this is our product issue." The technician becan replacing several components of the spa and stated majority of the issue was caused by the initial pump replacement or during manufacturing. He stated that several of the connections into the motherboard were broken and/or bent, which caused it to burn out.

Today, 7/29/2014, we received a phone call from the sales department of [redacted] Spas stating that they now will not fully cover the work, and that it is still the electrician's fault or manufacturer's fault that the spa is not working. The sales representative stated "we cannot continue putting in thousands of dollars into your spa." The technician earlier stated that all parts would be covered by the warranty and now I am getting conflicting communication from a different department. The sales representative is now wanting us to contact the electrician for a 3rd time to conduct more repairs and claims he is now liable and that they will not continue services. The sales representative also disclosed that he is making the manufacturing department pay for parts they will not cover but this no may fall onto us for processing.

We are just consumers who are in need of a working spa that was only purchased less than 8 months ago. Everyone is pointing to another party declaring responsibility, but the technician and electrician stated the spa was defective within the last few days. We are being used as a liaison between two parties over information we are not knowledgeable on nor required to know. We want to parts covered as stated by the technician today. This spa has never worked correctly!Desired Settlement: Replacement of the entire spa or all inside components

Business

Response:

[redacted] Complaint #[redacted]

Reply Date: 7-30-14 (attempted online, rec'd 404 FAILURE screen after 4 attempts) Unfortunately our client’s hired an electrician that did not follow the written proper wiring instructions provide on the first three pages of the client’s Owner’s Manual that was provide to the client’s upon delivery. In order for us to proceed in the necessary repair of the client’s spa components, we request that we all meet at our showroom, a few miles from our client’s home, at their earliest convenience to discuss how we can move forward with the necessary service and who is financially responsible for parts and labor already performed and all future parts and labor required. As the Owner’s Manual, Wiring Instructions and Limited Warranty clearly states, failure to properly wire the spa per the written instructions provided will likely damage the spa components and void the spa’s Limited Warranty. During this meeting we are confident that we can mutually agree on a plan to once and for all provide our client’s a properly functioning spa, just as it was upon delivery, and discuss who is going to be responsible for the financial costs in the future and costs expended thus far. Please request that our client’s contact me personally at [redacted] at their earliest convenience to schedule our meeting. I’d like their salesperson, [redacted] to also be present and I'll be out of the office on a family medical emergency in [redacted]l until the first of next week. We look forward to a prompt resolution and getting our client's damaged spa repaired promptly. Best regards, [redacted]

I got a new Atera AnyTemp Spa in January this year and now I don't know how I ever lived without it. My brother and my dad got theirs past year and I used them both last summer, they were both cool when it was over 110 degrees here in Phoenix and my pool was too hot to enjoy. I'm loving mine now at 101 and my aches and pains just seem to melt away and I'm sleeping better than ever, I always use it just before bed. When they delivered it my electrician had done the wiring wrong but since Josh at Atera requested pictures of the wiring before we turned the spa on he was able to catch the mistake that was corrected before the spa was ever turned on. What a great service to offer their customers! They obviously do everything possible to watch out for their customer's best interests. In hind sight I should have used the electrician they recommended but my neighbor was a licensed electrician so I thought I'd let him do it. Could have been an expensive mistake but thankfully Josh and Cindy were both very helpful and talked me through the entire start up procedure. The enzyme system is working great so far, and my brother and dad have no problems with it at all and haven't had to drain their spas yet. Doing business with these people has been a pleasure. I always like supporting American made products whenever possible and after researching hot tub options for over a year, like my brother and dad, I'm sure I made the right choice getting a CTS model. My entire family loves using the spa every evening and we are looking forward to enjoying a long cool summer in our Atera Spa. We all have pools but they are much too warm to enjoy in the summer. Great idea, great design, great service. I would highly recommend these people and their spas! One happy lady here that loves getting a massage every evening! Thank you everyone at Atera Spas in Glendale Arizona.

Poor customer service, confusing fine print...

We purchased our spa from [redacted] nearly two years ago. The customer service during the purchasing of the spa was great, of course. The main selling point of the [redacted] Spa is the chiller option. Living in Phoenix, AZ, this is a fantastic option - if it works. Unfortunately, we have never been able to get ours to function properly. Our spa was delivered at the end of October 2011 and was wonderful all the winter. As the temperature started to rise, we started to lower the temperature of the spa. The chiller ran and ran and ran and never cooled the spa. We contacted [redacted] and were informed it was because the spa was sitting in the afternoon sun. So, this past winter, we covered our entire patio so the spa would be in full shade. Problem solved? Not at all. Once again, this summer the spa still will not get below 93-95 degrees (so much for the promised 30 degrees temperature split from ambient). Again, we contacted [redacted] and were told to make sure the middle filter was clean...check - gets cleaned every week; then make sure the evaporative coil is clear of debris...check; then make sure the cover isn't loose...check. Still no cool water. Finally (after I showed up in person in the showroom so they couldn't ignore me) they sent a service technician who knew nothing about the spa and in fact started asking us questions about how it should operate. My husband actually ended up finding the chiller plug that was completely burned, indicating a bigger electrical problem, possibly in the compressor. He contacted the owner of the company - again - who, over a week later, sent a different employee out to inspect the spa. He replaced the circulation pump and the heater and then reached the conclusion that the problem was our fault and that our warranty was now void due to bad water maintenance??? He stated we were using too many of the water sanitizing drops (Clear Choice) they recommend and that they had clogged the system. We were using the drops how we were instructed to use them and the water in the spa is clear and not giving us any of the 'warning' signs of overuse that are listed in the owner's manual. On top of that, according to the owner's manual, the spa itself is supposed to give an error message if water flow is restricted so you can shut it off before is does any damage. Never received that error message. I could see the warranty being voided if the technician showed up and the water was green and growing algae, but clear?!?! Needless to say I have once again read everything the owner's manual has to say regarding water maintenance and the limited warranty exclusions and have reached the conclusion that [redacted] has built in some convenient loopholes to get out of warranty service. The water maintenance instructions are vague at best - basically putting the owner in the position of having to just 'play' with the dosing amount until it seems correct and hope it doesn't clog the lines in the meantime and void your warranty. As a business owner, I understand that warranty work cuts into your profits, but bad word of mouth cuts into your profits even more.

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Description: Spas & Hot Tubs - Dealers, Spas & Hot Tubs - Supplies & Parts, Spas & Hot Tubs - Rental - Wholesale, Manufacturing, Manufacturers & Producers

Address: 6306 W Bell Rd, Glendale, Arizona, United States, 85308-3602

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