Initial Business Response /* (1000, 5, 2015/06/06) */
On 05-07-2013 you purchased a reconditioned 5hp pump (which had a 90 day warranty) along with that, you had us replace your Heater Element and Pressure switch in your Spa Pack
On 12-14-2013 you had us replace your Wet End on your 2nd...
Pump (do to seal damage)
When you called our shop for information about the motor being noisy we had explained to either bring the motor in to be looked at or you could leave the motor in until it failed and replace it.
Once the motor is noisy, we would have to replace the bearings and the seal (rebuild the pump)
When you called my shop to complain about the pump you swore at my service guy and called him many names
To replace the seal(not gasket) we would have to take apart the pump. Cost would be around ($80-100) parts and labor as long as the motor is ok
I called you back to try to resolve the issue you were having and told you I would try my best to rebuild the motor for you at the lowest costs
I quoted you between 180-200 to rebuild your motor
you also brought me in your spa pack also which once I tested it I found that the heater element was corroded and was tripping the breaker
At that point I gave you a quote to fix both the pump and the spa pack $295 tax in
You decided not to fix it at that time
I informed the customer that the seal of the pump and the element were damaged due to excessive amounts of chemicals
If the customer wishes we can still rebuild the pump for him and replace the element at our shop
The quote still stands as it is.
We have attached pictures of the Pump and the Heater Element (to show the excessive damage)
Initial Consumer Rebuttal /* (3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The excessive damage or wear to my pump was due to not having the proper care and maintenance information given to me at the time of purchase. Some parts of this company's story is not true [redacted] I spoke with tech support on so many occasions and not once was the proper maintenance presented to me. I have put all of my trust in this company's expertise and to educate me along the way about my hot tub. That is where I am at fault, not getting a second and third opinion until it is too late.
Final Business Response /* (4000, 9, 2015/06/11) */
We try to let the customer know how to maintain their spa.
It is hard to go back two years ago and know exact comments back and forth by the customer and the service tech.
When talking with the customer and trying to help him I gave him a estimate over the phone before his wife came in and dropped off the pump (which was between $180-$200 and then he told him about his spa pack having issues.
We than quoted him 295 tax in to fix both problems"
But at the end of the day it is the responsibility of the customer to look after the product, if there was a problem with the pump within the warranty period we would have fixed it.
The customer bought a reconditioned pump that had 90 days of warranty.
The warranty on the pump expired over 1.5 years ago.
Once again if the customer wishes he can bring in his motor and spa pack and we will rebuild it for the quote given
Thanks
Final Consumer Response /* (4200, 11, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] I stand by what I said in my complaint about not being informed on how to maintain my spa equipment. I was never informed about any maintenance, even when I asked the questions. [redacted]
Initial Business Response /* (1000, 5, 2015/06/06) */
On 05-07-2013 you purchased a reconditioned 5hp pump (which had a 90 day warranty) along with that, you had us replace your Heater Element and Pressure switch in your Spa Pack
On 12-14-2013 you had us replace your Wet End on your 2nd...
Pump (do to seal damage)
When you called our shop for information about the motor being noisy we had explained to either bring the motor in to be looked at or you could leave the motor in until it failed and replace it.
Once the motor is noisy, we would have to replace the bearings and the seal (rebuild the pump)
When you called my shop to complain about the pump you swore at my service guy and called him many names
To replace the seal(not gasket) we would have to take apart the pump. Cost would be around ($80-100) parts and labor as long as the motor is ok
I called you back to try to resolve the issue you were having and told you I would try my best to rebuild the motor for you at the lowest costs
I quoted you between 180-200 to rebuild your motor
you also brought me in your spa pack also which once I tested it I found that the heater element was corroded and was tripping the breaker
At that point I gave you a quote to fix both the pump and the spa pack $295 tax in
You decided not to fix it at that time
I informed the customer that the seal of the pump and the element were damaged due to excessive amounts of chemicals
If the customer wishes we can still rebuild the pump for him and replace the element at our shop
The quote still stands as it is.
We have attached pictures of the Pump and the Heater Element (to show the excessive damage)
Initial Consumer Rebuttal /* (3000, 7, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The excessive damage or wear to my pump was due to not having the proper care and maintenance information given to me at the time of purchase. Some parts of this company's story is not true [redacted] I spoke with tech support on so many occasions and not once was the proper maintenance presented to me. I have put all of my trust in this company's expertise and to educate me along the way about my hot tub. That is where I am at fault, not getting a second and third opinion until it is too late.
Final Business Response /* (4000, 9, 2015/06/11) */
We try to let the customer know how to maintain their spa.
It is hard to go back two years ago and know exact comments back and forth by the customer and the service tech.
When talking with the customer and trying to help him I gave him a estimate over the phone before his wife came in and dropped off the pump (which was between $180-$200 and then he told him about his spa pack having issues.
We than quoted him 295 tax in to fix both problems"
But at the end of the day it is the responsibility of the customer to look after the product, if there was a problem with the pump within the warranty period we would have fixed it.
The customer bought a reconditioned pump that had 90 days of warranty.
The warranty on the pump expired over 1.5 years ago.
Once again if the customer wishes he can bring in his motor and spa pack and we will rebuild it for the quote given
Thanks
Final Consumer Response /* (4200, 11, 2015/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] I stand by what I said in my complaint about not being informed on how to maintain my spa equipment. I was never informed about any maintenance, even when I asked the questions. [redacted]