Hawkeye Manufacturing, Inc.

This complaint is addressed to the wrong company.  Both [redacted] and [redacted] were employees of [redacted].  This complaint should be sent to that company. This customer did not have a contract with us.

Review: We purchased a swim spa from Hawkeye in July and they delivered it to our home. Once set-up we filled with water and it began to leak water from above one of the jet pumps, it also had flow issues to the heater causing the heater to kick out, we also were missing some parts to the spa. I contacted Hawkeye as soon as these problems were identified to let them know what was going on. After several days and multiple attempts to reach them they called me to say they where sending a service tech out to look at my spa. The service technician came out and found the t-valve was clogged with foam insulation and that the piping above one of the jets was not properly installed. The technician stated that it was clearly a warranty issue. Once the repairs were made I then contacted Hawkeye again to have them reimburse me for the work, however after multiple attempts they have still not even returned my call. The company that they sent out to my house to do the warranty work also has tried to contact Hawkeye on my behalf and even faxed a copy of the paid bill with the warranty number that Hawkeye provided them with to try to help me get reimbursed. As for the parts missing, I am missing the three knobs that adjust the air flow on the swim jets and I have had no resolution offered to me.Desired Settlement: I would like for Hawkeye to honor their policy & warranty and send me a check for the amount I am out for the repairs. I also would like for them to send me the three knobs that would allow me to adjust the air flow to my swim jets.

Business

Response:

We have contacted the customer asking for a copy of her repair bill which we will honor. Also asked for a picture of the parts needed which we will send as soon as we recieve the pictures.

Review: We purchased a hot tub from Hawkeye it has broken twice. The first time they had someone come and fix it. It is broken again. In total we have been able to use it on and off for about two years. It has been broken now for 2 years. We can't find anyone to fix it. Our neighbors also bought a hot tub from them at the same time as us with all the same issues. We paid $6407.94 for a unusable hot tub. I don't know what else to do.Desired Settlement: I would like the hot tub repaired at their cost or a refund so I may buy a new one. This is used mainly because of a back injury.[redacted]

Review: We ordered swim spa from [redacted]. Hawkeye Manufacturing inc. manufactures spas for [redacted]. Order was placed and deposit paid 1/14/2013.With big delay we received our swim spa, but no cover, for which we paid $999,99Balance for spa was paid by phone with credit card 5/22/13Total price was $10,898.99 and was paid to Hawkeye Manufacturing.For weeks we can not reach real person from [redacted] and also from Hawkeye.We called hundred times, we send e-mails, but no answer, where is the cover. How they can be on market with this poor service in this hard time? Thank you **Desired Settlement: Our spa needs cover ASAP. Heat is on and with no cover we are throwing money for electricity.We paid for product which is not complete.

Business

Response:

We had communicated with this customer yesterday, 6-19-13 prior to this complaint. We had provided tracking information for their cover. Their cover was shipped by [redacted] on the 16th of June and is scheduled for delivery on the 21st of June. Due to the size of this package it must be sent via freight carrier. Freight carriers typically take up to 5 days to deliver after shipment. I've attached a photo of the Bill of Lading as proof of shipping for his back ordered cover and accessories. His order is scheduled to arrive complete tomorrow.

Review: This is a complaint about customer service and a repair issue with our tub. We purchased a spa last year from Hawkeye. Within a couple of months of its delivery the circuit breaker began tripping. After several phone calls over several weeks leaving voice mail messages they finally responded and sent a tech who found a leak. The tech fixed the leak and the tub went a couple months and then began tripping again. We called Hawkeye who sent out the tech. This time he could not find anything wrong and said if the problem continued we should have the line and breaker checked out. A few months later it began tripping again. We contacted the electrician and he checked out the line and changed the breaker. The tub continued to trip the breaker. Again after several phone calls and voice mail messages I finally spoke with [redacted] at Hawkeye who said he would arrange a tech from [redacted] and Spas in [redacted] to come out on Jul 5. I took off and when I contacted [redacted] for a time they were coming they had no call scheduled. They said they could come out but I would be responsible for the call. I did not want to take another day off for a future call I agreed. The tech determined that pump 1 was tripping the breaker as during his troubleshooting he turned pump 1 on and the breaker tripped. This is not a consistent problem, occurs at intermittent times. I called Hawkeye and informed them what the tech found. After not hearing from them for a couple of days I called and found out that they were sending a new pump. [redacted] didn't mention anything about a tech coming out to install the pump. When I asked he said they would set up [redacted] and Spas to come out when I received it. Last week I called when I received the pump. [redacted] said he would arrange [redacted] to send a tech. Last Friday I called [redacted] and was told they did not have the proper authorization from Hawkeye to come out. Since then I have left several messages with no response.Desired Settlement: We want our tub fixed and our money back for the service call on Jul 5. Hawkeye needs to set up a tech to install the pump and send us a check for the service call. As the breaker trips at least once a day sometimes twice I am concerned that the breaker is now weakened and it should be changed out with Hawkeye paying the cost. It is unsatisfactory that they will not respond to my messages and if they cannot fix this spa we want them to take it back a give us a full refund.

Business

Response:

A replacement pump was shipped to the customer on 7/8/13. [redacted] is booked until August 19th to come and finish the job by installing the new pump. Only one trip charge and/or labor reimbursement can be paid per event. The customer is unhappy with the length of time it will take to have the new pump installed so he stated he is still considering the issue unresolved. The first two times that a tech went to his house on 9/14/12 and 11/7/12 a trip charge was waived as a customer courtesy. And the problem was resolved for a few months as stated by the customer in his complaint. An intermittent electrical problem is very hard to resolve. Also as stated by the customer the breaker has already been replaced so we dont see the need in replacing one that is functioning properly, as long as it is working after the pump replacement.

Consumer

Response:

We feel that this complaint is unresolved.

In our desired outcome we asked that our tub be fixed, our money refunded for the service call on Jul 5 and that the breaker be replaced at their cost. As of this date none of this has happened.

Twice Hawkeye assured us we would get the money refunded from the 7/5 service call but we still have not received it. In their response they state that only one trip charged is reimbursed per event however in the warranty that statement is preceded with If the customer sets up the repair with a company which I did not, all trips/service calls were setup by Hawkeye.

After discussions with an electrician we were told breakers weaken when they trip as often as this one has since it was replaced in May which we did to assure Hawkeye it was not an electrical problem with the breaker. We could end up having to replace the breaker again if it has become weaken due to Hawkeye's slow response in repairing this tub.

We have had had the electrician come out twice checking the line and breaker, we have had to dump the water and refill the tub and we had a high electic bill to reheat the water due to this problem. I believe we have done our part and have incurred extra expenses that we should not have and they as a company should "step up" and do what needs to be done to get this tub fixed right.

Business

Response:

The part has been shipped to the technician. As stated by the customer before, the problem is intermittent, making it hard to diagnose. Previous service calls to the customers house where done so with the trip charge being waived. We have already sent out other parts trying to resolve the problem and unfortunatly are having to switch things out one at a time to narrow down where the problem is. That being said, it is still possible that the problem isn't with the spa, these things have happened before. We are doing everything we can to make sure that if it is on our end it will be fixed. It is the customers choice to keep resetting the breaker only to have it trip again instead of waiting for the repair to be complete.

Consumer

Response:

I have reviewed the offer 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.

Hawkeye responded on 8/19 stating that they had "already sent out other parts trying to resolve the problem and unfortunately are having to switch things out one at a time to narrow down the problem" but as of 8/19 NO parts have been replaced in this spa. The only part that had been shipped by 8/19 was a pump that was determined by their contractor on 8/5 to be a different pump and he did not feel comfortable changing it. The last service call prior to 7/5/13 was in Nov 2012 though the problem continued after that service call. We continued to reset the breaker through 8/5 when pump 1 was disconnected by their contractor as we wanted to not have to dump the water or not have any use of the spa. At NO time did Hawkeye recommend not to reset the breaker. Hawkeye still has not addressed the part of the complaint regarding the service charge we paid on 7/5 though we were told by two of their representatives that we would be reimbursed but have not received a check for it.

For an update regarding the parts that had been sent, their contractor changed out the pump and a control board on 8/23 which is the first time any parts were changed out. When we went to fill the spa to use, water came out of the pump from what appears to be where a hose should have been placed. We have a call out to their contractor but since 8/5 we have not had a working spa.

Regards,

Business

Response:

The pump has been replaced and the main computer board has been replaced. The manufacture of that pump has the wet end plugs to the pump seperate. That is what leaked. One has been sent to the customer and one has been sent to the tech. Three service calls have been performed in the last month at no charge to the customer, in addition to the previous two a year ago. Due to the problem being so intermittent, we replaced all possabilities at no charge to the customer. It clearly states in the warranty that $** labor is covered and the customer is responsible for any trip charges. We well exceded that in the process of fixing the issue.

Review: I purchased a Hawkeye Spa to replace a spa that I owned for 13 years. Within 5 months of the purchase, jets began popping out and floating in the tub, first one then another and so on. I called the company and spoke with [redacted] and he did confirm my purchase. I explained my issue and he asked to put my on hold but the call was dropped and I lost contact. I have since called back several times, left several messages but I have not be able to reach any one and I have not gotten a return call. I also attempted to email [redacted] but have not gotten a reply. I now have many jets that will not stay in place and are not functioning. This issue should be covered under my warrenty. Through a internet search, I learned that the jets have had a issue and replacements are now made with a different material but I have not been able to confirm that information with the company.Desired Settlement: I would like replacement jets for my spa. I have 9 small jets and 5 large jets that will not stay in place. If there the jets are now made with a better material, I would like all of my jets replaced as more jets keep popping out over time.

Business

Response:

We do not show any emails that we can find. We will contact the customer and resolve the issue immediately.

Review: I purchased a swim spa from Hawkeye Manufacturing this past spring. This product was warranted for 10 years according to the salesman. This product has failed and Hawkeye has failed to return multiple calls. I cannot reach them except to follow their prompts on their answering service and leave my information over and over. I believe that this company may have sold me a very expensive defective product and I'd like the opportunity to discuss this with them , so they may arrange for a replacementDesired Settlement: I'd like an explanation and an apology for Haykeye's failure to contact me and then I'd like to have them replace the defective product that they supplied and delivered to me. This product was purchased with over$ 12000.00 in form of a personal check which they promptly cashed.

Review: We came to a traveling hot tub sales show in [redacted], Va. & purchased a hot tub for $7800 (Sun. Feb.2 at 5pm)...Delivery set up for Tues. ..3 hours later when we got home we read really bad reviews on the hot tubs and called our credit card companys to cancel. We called the company and also the salesperson and cancelled. The salesman told us we had 3 days to cancel, as long as it hadnt been delivered. We called both the home office and the salesperson first thing on Mon. morning to cancel. 5 minutes later the delivery driver called to say he was coming to deliver it. I told him no that we had cancelled. Eeryday he called saying he was delivering it. On Wed. he called saying his boss told him he had to deliver it. I told him if he did we would press charges on him for trespassing. It was delivered Wed. 2/6 in the middle of the night between 2am and 6am. Just thrown on the sidewalk right at the road. We called the salesperson immediately over and over, he wouldnt answer and his voicemail was full. I sent him 5 texts and got no answers. I called the office and was hung up on 5 times as soon as I told them my name. Fineally the [redacted] called and told me we have it, and we are stuck with it, nothing we can do. I want a full refund and also for missing 2 days of work dealing with this mess and for it removed from my sidewalk in front of the street of my house.Desired Settlement: I want a refund and for reimbursment for missing 2 days of work dealing with this.

Review: A spa was purchased on 6/28/2012 at a home show. The full price was paid at that time. It was decided a few weeks later that this spa wasn't a good fit and wanted to cancel the item. Hawkeye/ [redacted] refused explaining that the spa was made and special order parts were involved. From December to July despite many phone messages and emails no one responded from the company. In late July we were told (via email) that [redacted] was ordering special parts (those parts that they said they already had and built) and we would have to wait. We explained again we didn't want the spa and would accept our money back. Since then, I have called or emailed almost every business day since 10/11 asking for a delivery date. I've been given the run around and lots of excuses as to why this spa couldn't be delivered. It is now 18 mo later! This purchase has been very frustrating and not at all the luxury experience that is expected from a transaction like this.Desired Settlement: I feel we should also be compensated by [redacted] / Hawkeye Manufacturing for the original 20,499 plus the interest we have lost on $20,499 for 18 mo. would be appropriate. I would accept a refund of the 20499 only as a compromise.

Review: HAWKEYE doing business under [redacted] selling hot tubs at a local expo center sold me a spa that has wires cut underneath, scratches and damaged to outside of unit. We paid partial amount for tub and then later that day made a decision not to purchase. We called, texted and emailed salesman, company and phone number that we had for[redacted] and [redacted]. We could not get a response from them. Monday morning we got a text telling us the tub would be delivered. We told them we decided not to purchase and all funds were cancelled. They told us that we could not cancel. They tub was delivered and dumped ion the side of the road in frint of our home. I feel like they mislead us in regards to the hot tub and all info about it. They told us if we were to have problems to call and they could help. Paperwork stated you bought and pretty much said you are on your own!!! Didn't even get a instruction guide. Letter place with tub said any problems or concers contact Barefoot Spas directly! LIAR, CROOKS and Thieves!!Desired Settlement: Pick up spa by the side of road and refund money. In[redacted] anything beside the road is considered trash and fair game for anyone passing to take.

Review: I have an inoperative heating element and circulating pump that was checked by [redacted] of Myrtle Beach, SC which is an agent for Hawkeye Manufactoring, Inc. The products are under warranty and were ordered over a month ago. I have received no response nor has [redacted] after many inquires trying to reach them. These parts are from a very expensive swim spa that is used for Health reasons.Desired Settlement: I would like the parts sent immediately. These include the heating element and circulating pump. In accordance with [redacted], I will pay them for installation and Hawkeye Manufactoring Inc will reimburse me according to the warranty.

Business

Response:

This customer had requested warranty service so we dispatched a technician to his home to take a look at the spa. The technician responded to the service request in a timely manor. Parts were needed to complete the repair so they were sent to the service tech per our parts and labor policy. The shipping of the parts to the service company caused a delay due to the fact that they are unable to receive parts at their address. Upon discovery of the delay we re-sent another set of parts directly to the customer in order to expedite the repair.

The service company was made aware of the situation and we authorized them to immediately install the parts as soon as the customer received the them. According to the customer, the lack of communication was not with Hawkeye but with the service company. We have responded promptly to every request for service and parts but the timeline for repair ultimately lies with the service tech, as they are responsible for maintaining their schedule. We have contacted and spoken with the customer to advise him as to the reason for the delay. We have also provided tracking information for the replacement parts. He has also been given the direct contact information for his own customer service representative that will ensure the timely completion of his repair.

Review: Feel deceived into purchasing a product. Cannot reach a real person at the business to discuss cancellation. Have not paid for product. Small partial payment only. Their own extension for the receptionist says this mailbox does not exist and cannot leave a message. Purchasing mailbox full, can't leave message. Accounting dept.was able to leave a message with them.Desired Settlement: cancel transaction and refund of down payment. have not received product

Business

Response:

This customer purchased one of our swim spas at an event we held in Columbia SC. This complaint is without merit as we have not deceived the customer in any way. The terms of the sale were agreed upon at the time of purchase. We have not requested or made any changes to the agreement and have already delivered the product exactly as outlined on the contract she signed. The product was delivered within 3 days of purchase.

The customer signed a contract agreeing to purchase the product and now simply wants to default on the contract. The customer called our offices the day after her purchase and could not reach anyone due to the fact that it was Sunday. By 8:30am the following day she had already spoken to a member of our office staff. Our offices are open Monday - Friday but our sales event was off premises and took place over the weekend. Our receptionist is available any time during business hours and that extension is not set up to take messages over the weekend. There is however an after hours message that does give a list of available extensions.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Review: we bought a [redacted] swim spa march 2013, with 5 year warranty, had problems with it last winter when it was less than a year old, called and was told company was bought out and they would honor warranty, #[redacted] was his name, and emailed [redacted] who sent me a coyp of visa receipt, now we contacted them about our motors on large jets, they have stopped they had us send our contract and warranty to them , pay for a service guy to come, told us that parts would have to be sent to them , they then decided that motors are not the same as ones used by them now, we read that you have solved some of barefoot spa problems, thanksDesired Settlement: cover warranty like they said last year,

Business

Response:

This complaint is addressed to the wrong company. Both [redacted] and [redacted] were employees of [redacted]. This complaint should be sent to that company. This customer did not have a contract with us.

Review: I ordered a spa from Hawkeye Manufacturing at a home show in NJ on December 2, 2012, and gave them a deposit of $2150.91. I was told that upon receipt of final payment, the hot tub would be delivered in 30-40 days. I paid Hawkeye the final payment of $6452.74 on April 8, 2013. We are now at 50 days since final payment with no delivery date from Hawkeye. I have made several attempts via email and phone calls to Hawkeye with no resolution. After sending three irate emails, my husband received a phone call two weeks ago from [redacted] at Hawkeye who told my husband that the tub was near final completion and that we would receive a phone call last week with a delivery date. My husband attempted to make contact with Scott last week and did not receive a call back. On Thursday, May 23, 2013, we received an email from Scott stating that, "The transportation service is behind due to the weather in the mid west and will be able to set a delivery schedule the first of next week. We apologize for the delays and will contact you next week to confirm delivery". We live in the eastern region of the United States, and their facility is also in the eastern region. Tornados in Oklahoma should have no impact on our delivery. Again, today, I have made attempts via phone and email to contact Hawkeye and have not received a response. When trying to contact a live person, you get transferred to the receptionist general mailbox that states that this is an invalid extension and are told not to leave a voicemail message. I have gone through their entire extension list, and cannot get a person on the phone.Desired Settlement: If Hawkeye Manufacturing does not deliver the hot tub this week, May 28-31, I am requesting a full refund of $8603.65.

Business

Response:

[redacted] received their spa shortly after this was

filed. We established communication with the customer prior to their deadline and explained the

delay. We scheduled the delivery and the customer received the spa and was satisfied with the delivery. In order to ensure that the customer was happy with the product, we had our customer service department call to check in a couple weeks after delivery. We assigned the customer their own support tech and provided a direct contact number and e-mail for them to use in the event they needed to contact us for questions or service in the future.

Review: On June 24th I sent [redacted]) at Hawkeye Spa's an email stating that my circulation pump (Jet 1) is not working. I also attached pictures of the pump. After no response from [redacted] I sent a follow up email on June 27th asking for a call back or an email back. Again no response from Hawkeye. I tried to call the service department but the mailbox was full. I left numerous messages at ext ** no return call. On July 8th I sent another email to Hawkeye asking for a phone call or email response, but never heard from anyone at Hawkeye. On July 22 after at least 50 phone calls trying to reach a person I finally got ahold of [redacted] at [redacted] ( I'm assuming he replaced [redacted]). I advised Mr. [redacted] of my situation and forwarded to him the emails and pictures I sent [redacted] on 6/24/13. He agreed the pump should not have gone bad in less then 3 years, but there's a new policy which is to send out a service technician to repair or replace the pump. He advised me a service tech would contact me within the next week to set up an appointment. It is now August 26th and I have not heard from a technician or [redacted]. I have called at least 3X everyday for the past 2 weeks and no one will return my calls. The massage is to leave a voice mail and they will return your call within 24 hours. If I type in [redacted] to get to extension ** it rings at extension **, no one answers and it sends me back to the receptionist to leave a message. I have left messages every time for a call back within 24 hours to no avail.Desired Settlement: I would like Hawkeye Spa to immediately send me out a replacement pump I would expect Hawkeye to cover the cost of the pump and shipping. I will take care of getting it installed

Business

Response:

We have already spoken to the customer about this issue and are awaiting the return of the PRE AUTHORIZATION form so things can proceed.

Review: I purchased a spa from this business but through [redacted]. Hawkeye provides the spas for [redacted]. Now the hotub needs a warranty repair and they seem to either change their name or have gone out of business, not honoring or transferring warranty support.Desired Settlement: I would like to know who will be covering the remainder of my 2 years of warranty and the immediate repair at least the parts fixed for the spa.

Review: We purchased a Hawkeye spa in November , 2011 that was supposed to be under warranty for up to 7 years. The company has not gone out of business and we have no way or ordering replacement parts, or getting service we were entitled to so we have had to pay for repair work. Our cover was not made well and also had to be replaced. We have learned from our spa dealers that [redacted] took over for Hawkeye and makes the same spas however we have not been able to confirm that. The Barefoot Spa website is not very helpful. We would like to know if the courts have ordered any other manufacturer to honor hawkeye's warranties or if you know of another company or manufacturer that can provide replacement parts such as jets, cushions, etc.Desired Settlement: Just to know if any other manufacturer is capable of completely repairs or providing replacement parts for Hawkeye Spas.

Review: I purchased a Hawkeye/[redacted] spa on 6/18/2012. I have had nothing but problems with the spa. It has been serviced numerous times for various problems. For example, the circulation pump has been repaired/replaces on several occasions, the built in stereo has been serviced several times. There have been other problems as well. The sales representative from whom we purchased the spa will not return my phone calls. The service representative that has serviced the spa has left paper work on only one occasion so we have no paper trail of these services. In addition, the service technician comes to our house and services the spa when we are not at home, even when I specifically tell him to call me first so that I can be there. This is simply disrespectful and unacceptable!The one year warranty will be expiring soon. I am very dissatisfied with this spa and the customer service I have been receiving. I would like for someone to call me ASAP. Thank you!Desired Settlement: I have had so many problems with this spa that I think it is reasonable to request the spa be replaced. Should the problems continue, it is not fair to expect me to pay for service visits and parts for a spa that is clearly sub-standard to start with.

Business

Response:

We have responded to every request Mr. [redacted] has ever had for warranty service. Our warranty clearly states that we will replace or repair any component that fails due to faulty workmanship. We will not replace an entire spa if a component was faulty and has already been repaired. This complaint is the result of a long standing history of trying to satisfy Mr. [redacted] requests to no avail. We have bent over backwards to work with him. For example, when he requested a technician in April of this year, we moved our entire service schedule around to provide service the very next day due to his demands that he be home during our service call. We also brought a complimentary gift basket with over $100 worth of free supplies for his spa in an attempt to please him.

On another occasion Mr. [redacted] complained that our technician does not leave paperwork, a claim which our technician disputes. We offered to provide him a copy of his entire history in response to this complaint and he declined. As part of this complaint Mr. [redacted] was upset that out tech did not re-fill the spa after a repair was made to the plumbing of his spa. This repair involved glue that must set for several hours. In addition it takes at least an hour to fill the spa once the glue sets. It's unreasonable to suggest our tech wait on site for 3-4 hours to re-fill the spa when that service is not even offered by our service team in the first place.

Mr. [redacted] also has an issue with his stereo repair. He insists that we replace his entire stereo system, over $1000 worth of components, due to the fact that he has a $5 plastic part that must be replaced to complete his repair. Despite the fact that we do not believe the part to be defective and failure was likely due to misuse we are specially ordering a replacement component to complete his repair at no charge.

Mr. [redacted] is clearly trying to leverage free products and services by creating issues pertaining to customer service that clearly are not there. Since day one we have honored our warranty in every way and gone above and beyond to provide exceptional service. At this point we do not feel that there is anything that can be done to satisfy this customer. That said, we will continue to provide him service outlined in our warranty agreement if anything is needed in the future.

Consumer

Response:

I have reviewed the offer 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.

First I would like to address a couple of issues:

In their response they state “For example, when he requested a technician in April of this year, we moved our entire service schedule around to provide service the very next day due to his demands that he be home during our service call.”

We did call for service and we did clearly stated for someone to call us ahead of time so we could be home during his service call. Unfortunately, no one called us ahead of time so we were still not home at the time of his visit. As for your rearranging your schedule, that is not our fault. We only asked for a call ahead of time so we could be home; we did not ask for expedite service.

The only “gift” we received was a starter kit that was given to us when we purchased the spa. It was our understanding that this was given to all customers that purchased a spa.

The technician has only left paperwork on one occasion. We still would like a complete copy of the service history. It makes no sense for us to request the paperwork and then refuse it when offered. So let me be clear: We definitely want a complete copy of the service history.

They state, “As part of his complaint Mr. [redacted] was upset that our tech did not re-fill the spa after a repair was made to the plumbing of his spa. The repair involved glue that must set for several hours. In addition it takes at least an hour to fill the spa once the glue sets. It’s unreasonable to suggest our tech wait on site 3-4 hours to re-fill the spa when that service is not even offered by our service team in the first place.”

It would not have been necessary for the technician to stay and re-fill the spa had we been advised he was coming in the first place. We could have then been at home to wait the appropriate amount of time of time for the glue to dry and re-fill the spa ourselves. Again, we are upset that the technician came to service the spa when we were not home after specifically telling you that we wanted to be there.

We have the spa serviced for numerous items, none of which were due to misuse. We had problems with the stereo from day one. The initial fix was to “flip” it upside down. The pumps have been serviced numerous times and the spa started leaking which also had to be fixed.

Since the spa was delivered, we have tried many times to contact the sales rep. that sold us the spa, [redacted]. He would never return our phone calls. He has never talked to us directly to even hear our concerns or complaints. He has made no effort to resolve these issues. Yet, he is the person that has responded to this complaint.

It is true that all concerns have been addressed. However, the one year warrantee has now expired. Our concern is that these issues will continue and you will refuse to perform warrantee work since it’s out side the one year warrantee period.

At a minimum, we want the warrantee period to be extended. We also want a complete copy of the service history and we want to be notified in advance of any future service calls so we can be home when the service technician is servicing our spa. We believe these are reasonable requests.