We truly regret that our customer feels we did not live up to his expectations The most common (and frustrating) problem hot tub owners have after doing a drain and refill is what is called an air lockThis is when an air bubble gets trapped in one of the pumps, and causes the pump to protect itself by not runningIf the pump is not running, then water is not being moved through the heater therefore the spa will not have heat or circulation until the air bubble is removedIf this problem of the heater not working only occurred after the drain and refills, it sounds like it must have been an air bubble in the lines or equipment The first time we were contacted about this issue was 12/03/The customer asked us to check the heater because every time they do a water change, the heater will trip offThey heated the water up on their own, and then it no longer trippedWe set up a service appointment for 01/06/Our technician came out to replace wooden slats under warranty at no charge and also tested the heater and circulation pump to find both of them functioning and within factory specsNo manufacturer’s warranty covers working parts and ethically we do not replace non-defective parts that are in working condition The customer called in again on 8/26/to state that they had done another drain and refill and were having the same problemWe set up a service call for 09/08/They called back on 09/07/to cancel the appointment because everything was working fine, and service was no longer needed The customer had a two-year No-Fault Heater warranty which expired on 09/19/ Over twelve months after our last service visit, the customer called in on 01/16/after doing another drain and refill, the breaker was instantly tripping offWe set up a service appointment for 01/18/and found the heater was badOur technician had the heater in stock at the time of service and installed it during this visitSince the spa was nearly four months out of warranty and we had not been there for over a year, the customer was charged for this visit It is not possible for a heater to maintain temperature for one year if it were defective The customer feels as though it was defective in January of 2016, however, it continued heating the hot tub for a year It is extremely unfortunate that the customer was no longer under warranty (it is the manufacturer’s warranty and we are bound by its terms) Our technician did what he was supposed to do as far as if it was warranty or non-warranty It is IHT’s goal to do our best to ensure the Absolute Best Ownership Experience for all our valued customers We understand how he might think the heater was bad, however it tested within all factory specs We truly care about all of our customers and we do not want him to feel as though we did not take care of him, so we will credit him for the part and labor We did reach out to him by phone, however we have not heard back from him as of the writing of this response [redacted] Owner International Hot Tub Company
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is completely satisfactory to me.
[redacted] did call me and we had a very nice conversation in which I explained our issue and problem, and she did refund the part and for labor. Also she did indicate that in the future, if a customer strongly feels that a part should be replaced, it will be replaced if it is under warranty, sent for testing and if found to be faulty the warranty stands. But if the part is fault free, then the customer will pay for the new part. This is a fair balance between the "customer is always right" and what is right for the company.
Sincerely,
[redacted]
We truly regret that our customer feels we did not live up to his expectations. The most common (and frustrating) problem hot tub owners have after doing a drain and refill is what is called an air lock. This is when an air bubble gets trapped in one of the pumps, and causes the pump to...
protect itself by not running. If the pump is not running, then water is not being moved through the heater therefore the spa will not have heat or circulation until the air bubble is removed. If this problem of the heater not working only occurred after the drain and refills, it sounds like it must have been an air bubble in the lines or equipment. The first time we were contacted about this issue was 12/03/2015. The customer asked us to check the heater because every time they do a water change, the heater will trip off. They heated the water up on their own, and then it no longer tripped. We set up a service appointment for 01/06/2016. Our technician came out to replace 6 wooden slats under warranty at no charge and also tested the heater and circulation pump to find both of them functioning and within factory specs. No manufacturer’s warranty covers working parts and ethically we do not replace non-defective parts that are in working condition. The customer called in again on 8/26/2015 to state that they had done another drain and refill and were having the same problem. We set up a service call for 09/08/2016. They called back on 09/07/2016 to cancel the appointment because everything was working fine, and service was no longer needed. The customer had a two-year No-Fault Heater warranty which expired on 09/19/16. Over twelve months after our last service visit, the customer called in on 01/16/2017 after doing another drain and refill, the breaker was instantly tripping off. We set up a service appointment for 01/18/2017 and found the heater was bad. Our technician had the heater in stock at the time of service and installed it during this visit. Since the spa was nearly four months out of warranty and we had not been there for over a year, the customer was charged for this visit. It is not possible for a heater to maintain temperature for one year if it were defective. The customer feels as though it was defective in January of 2016, however, it continued heating the hot tub for a year. It is extremely unfortunate that the customer was no longer under warranty (it is the manufacturer’s warranty and we are bound by its terms). Our technician did what he was supposed to do as far as if it was warranty or non-warranty. It is IHT’s goal to do our best to ensure the Absolute Best Ownership Experience for all our valued customers. We understand how he might think the heater was bad, however it tested within all factory specs. We truly care about all of our customers and we do not want him to feel as though we did not take care of him, so we will credit him for the part and labor. We did reach out to him by phone, however we have not heard back from him as of the writing of this response. [redacted] Owner International Hot Tub Company
We truly regret that our customer feels we did not live up to his expectations The most common (and frustrating) problem hot tub owners have after doing a drain and refill is what is called an air lockThis is when an air bubble gets trapped in one of the pumps, and causes the pump to protect itself by not runningIf the pump is not running, then water is not being moved through the heater therefore the spa will not have heat or circulation until the air bubble is removedIf this problem of the heater not working only occurred after the drain and refills, it sounds like it must have been an air bubble in the lines or equipment The first time we were contacted about this issue was 12/03/The customer asked us to check the heater because every time they do a water change, the heater will trip offThey heated the water up on their own, and then it no longer trippedWe set up a service appointment for 01/06/Our technician came out to replace wooden slats under warranty at no charge and also tested the heater and circulation pump to find both of them functioning and within factory specsNo manufacturer’s warranty covers working parts and ethically we do not replace non-defective parts that are in working condition The customer called in again on 8/26/to state that they had done another drain and refill and were having the same problemWe set up a service call for 09/08/They called back on 09/07/to cancel the appointment because everything was working fine, and service was no longer needed The customer had a two-year No-Fault Heater warranty which expired on 09/19/ Over twelve months after our last service visit, the customer called in on 01/16/after doing another drain and refill, the breaker was instantly tripping offWe set up a service appointment for 01/18/and found the heater was badOur technician had the heater in stock at the time of service and installed it during this visitSince the spa was nearly four months out of warranty and we had not been there for over a year, the customer was charged for this visit It is not possible for a heater to maintain temperature for one year if it were defective The customer feels as though it was defective in January of 2016, however, it continued heating the hot tub for a year It is extremely unfortunate that the customer was no longer under warranty (it is the manufacturer’s warranty and we are bound by its terms) Our technician did what he was supposed to do as far as if it was warranty or non-warranty It is IHT’s goal to do our best to ensure the Absolute Best Ownership Experience for all our valued customers We understand how he might think the heater was bad, however it tested within all factory specs We truly care about all of our customers and we do not want him to feel as though we did not take care of him, so we will credit him for the part and labor We did reach out to him by phone, however we have not heard back from him as of the writing of this response [redacted] Owner International Hot Tub Company
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is completely satisfactory to me.
[redacted] did call me and we had a very nice conversation in which I explained our issue and problem, and she did refund the part and for labor. Also she did indicate that in the future, if a customer strongly feels that a part should be replaced, it will be replaced if it is under warranty, sent for testing and if found to be faulty the warranty stands. But if the part is fault free, then the customer will pay for the new part. This is a fair balance between the "customer is always right" and what is right for the company.
Sincerely,
[redacted]
We truly regret that our customer feels we did not live up to his expectations. The most common (and frustrating) problem hot tub owners have after doing a drain and refill is what is called an air lock. This is when an air bubble gets trapped in one of the pumps, and causes the pump to...
protect itself by not running. If the pump is not running, then water is not being moved through the heater therefore the spa will not have heat or circulation until the air bubble is removed. If this problem of the heater not working only occurred after the drain and refills, it sounds like it must have been an air bubble in the lines or equipment. The first time we were contacted about this issue was 12/03/2015. The customer asked us to check the heater because every time they do a water change, the heater will trip off. They heated the water up on their own, and then it no longer tripped. We set up a service appointment for 01/06/2016. Our technician came out to replace 6 wooden slats under warranty at no charge and also tested the heater and circulation pump to find both of them functioning and within factory specs. No manufacturer’s warranty covers working parts and ethically we do not replace non-defective parts that are in working condition. The customer called in again on 8/26/2015 to state that they had done another drain and refill and were having the same problem. We set up a service call for 09/08/2016. They called back on 09/07/2016 to cancel the appointment because everything was working fine, and service was no longer needed. The customer had a two-year No-Fault Heater warranty which expired on 09/19/16. Over twelve months after our last service visit, the customer called in on 01/16/2017 after doing another drain and refill, the breaker was instantly tripping off. We set up a service appointment for 01/18/2017 and found the heater was bad. Our technician had the heater in stock at the time of service and installed it during this visit. Since the spa was nearly four months out of warranty and we had not been there for over a year, the customer was charged for this visit. It is not possible for a heater to maintain temperature for one year if it were defective. The customer feels as though it was defective in January of 2016, however, it continued heating the hot tub for a year. It is extremely unfortunate that the customer was no longer under warranty (it is the manufacturer’s warranty and we are bound by its terms). Our technician did what he was supposed to do as far as if it was warranty or non-warranty. It is IHT’s goal to do our best to ensure the Absolute Best Ownership Experience for all our valued customers. We understand how he might think the heater was bad, however it tested within all factory specs. We truly care about all of our customers and we do not want him to feel as though we did not take care of him, so we will credit him for the part and labor. We did reach out to him by phone, however we have not heard back from him as of the writing of this response. [redacted] Owner International Hot Tub Company