Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I will simply restate our position below which translates to "This manufacturer is violating the terms of our contract".On 5/19/we entered a contract based on the conversation at the Auburn, Ca home-show We had lengthy conversations about our concern to have a reliable product The Mfg (Andrew) assured us he would stand behind his product To back that up, he included the year full money back guarantee, in case we were not fully satisfied with the spa Both of us documented the warranty terms which have been provided in these communications several times now: 1) We documented the contract (including warranty) terms in the emails exchanged about agreeing on the deal2) The Mfg (Andrew) documented in the contract he sent us for signing, clearly restating the (i quote): "Full warranty in effect, Year parts and labor warranty, etc..".).There were NO exclusions mentioned during our conversations, nor were any exclusions (i.e referring to the manual) in the contract that we entered By coming up with these exclusions after the contract was signed the manufacturer is violating the terms of the contract we originally entered It is as simple as that.This manufacturer continues to come up with excuses to try and come up with warranty coverage exclusions in these communications, such as travel to our site, a technician evaluating the problem, etc Calling the last response his 'final response' as he has done before is just another bully tactic to get us to settle for less that we are entitled to under the terms of the contractA plain, blanket year warranty for the spa (The entire spa with all it's component, without any exclusions) should be exactly as stated and written in our contract and he needs to honor that.Anything less than a solution to the warranted problems we face with this spa, which includes zero expense out of our pocket for us to resolution, is simply unacceptable We are more than willing to provide local contacts for the manufacturer to work with to arrange coming out to fix whatever is broken and as stated before we are also willing to review any settlement / buy-back offer that the manufacturer is willing to offer to close this complaint with an acceptable outcome.Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The fact is that in regard to the cover lifters, Life's Great did say they would replace the brackets and failed to do so with correct brackets They also did not respond to dozens of emails to stipulate anything to the contrary as they did in the response to this claim They clearly stated they would rectify the situation Here are Andrew's exact words to me when asked if he received the pictures of the cover: 'I did and I am not sure of issue ! Looks wrong to me I will ship new lifters and Have Jason install will be in contact soon' The brackets sent were not the right ones and he did not send anyone to install as he said Regardless of warranty, he made this commitment and did not stand by itInstead of communicating with me, he just ignored my attempts to contact him Regarding the cracked jet housing I sent a picture and video to show the issues, also on the bill I scanned and sent to Andrew it states there is a crack in the jet This is not wear and tear This is the warranty information I was given, and they did not even have the manual available until March of - I made numerous attempts to obtain a copy of a manual from Nov until the time they published it in 2013, therefore any warranty information in this manual should be null and void for my spa and the following (which is also on their website) should be adhered to The swim jet is clearly equipment.Structural Warranty: Year Surface Warranty: Year Plumbing Warranty: Year Equipment Warranty: Year Labor Warranty: Year Regards, [redacted] ***
In response to Revdex.com claim #: [redacted] , received May 4, 2016, submitted by consumer: [redacted] Please see below for reference to facts and resolution pertaining to this claim: Any and all issues whether warranty or not have been addressed and handled with Mr& Mrs [redacted] , at no cost to themIncluding but not limited to: Pumps, Pump seal, and LED light control boxThese parts were over year past the warranty period dates (please see attached warranty), and were still covered at no cost to Mr& Mrs [redacted] – see attached acknowledgement letter from consumer The current issue stated by consumer, of loud pump / leaking pump seal that consumer has filed the claim relative to falls under a ware-and-tare / chemical – consumer error by pump manufacture (not spa manufacture) warrantyAs we can only provide the warranty that is given to us (Life’s Great Spas) by the manufacture of our components, we must honor these warranties as well as any exceptions / exclusions The main problem for both the consumer, and us (The manufacture) is that the retailer in California from which he purchased the spa has seized all business operations 8-months ago without any forewarning or succession planThe issues (i.eWrong spa delivered, test kit / start up chemicals missing, manual and instructions missing, lack of proper orientation and walk through, and sound system) were/ are the responsibility of the now defunct retailerWe believe that we have stepped up as a manufacture, and have provided parts (warranty and non-warranty) at no cost to this consumerIt is not our wish nor how we do business to have a disgruntled consumer, however certain things (dealer being out of business and not handling things properly) are out of our controlWe have adhered to and responded to any and all issues and questions that this consumer has hadAs well as shipping components & parts at no charge In response to energy efficiency / electrical consumption of said spa, this depends and varies upon filtration settings / times per day, temperature settings of spa, physical use of spa by consumer, outside temperature, and cost per kilowatt/hour - cost of operating unit can vary greatly depending upon these conditions Please see attached email in reference to water chemistry from consumer, stating that his in clear unit is working well (after cleaning the cell for the first time since ownership) and his water is clearPlease see attached manual for the in clear system, advising that the cleaning of the cell is required annually Life’s Great Spas Inc In regards to defective light module, we have no documentation or return of defective part from the (now defunct) dealer – that the light unit was ever replacedThe only record we have of this regard was the manufacture (Life’s Great Spas) shipping a light box to the consumer (at no charge to him) approximately 30- days ago in April of Which consumer replaced and stated that “as of now” is working properlyAs the dealer never requested a replacement light module, we are unsure where or how he would have been able to obtain a replacement light module as consumer states Over several correspondence and sporadic spa performance updates and water chemistry analysis from consumer over the past – years, Mr& Mrs [redacted] have never once stated during this time that the spa has ever been inoperable or not useableBecause of the precise and detailed nature of Mr [redacted] ’s (consumer) emails – we would highly believe the news of his spa being inoperable at any time would be conveyed almost instantaneously (i.eThis is the first time we are hearing of it, in this Revdex.com complaint) This complaint was received upon the same day in which the consumer sent an email to our website, threatening legal pursuitStating that we had been ignoring his request from the day priorAn email was found in a personal email spam file this morning upon searching records of the consumer post reception of complaint, stating the pump seal issue/ leak and giving us “business days” to respond to himAgain, this was found in a personal spam file which is not checked dailyNo phone calls were received by factory, tech support, or office relative to this Suggested Resolution: The loud noise of the speed pump # is most likely caused by repetitive exposure of pump motor to water being sprayed on it, caused by the deterioration of the pump seal due to ware-and-tare / chemical issuesFor perspective purposes, it is often compared to O-rings, gaskets, seals found in appliances or cars – which are also not covered under vendor warrantiesTo resolve the issue, we will ship a speed pump at no charge to the consumer, although not under warranty and at a cost to Life’s Great Spas, to assist with customer issueConsumer is responsible for any and all cost of installation/ labor of said pumpThis will relieve the noise and leak complaint stated by consumer Again, this is the warranty of the pump manufacture provided – not Life’s Great Spas warrantyDue to the fact that the retailer / servicing agent has not serviced the consumer as the consumer has deemed necessary, we as the manufacture have stepped up and handled any and all issues at no charge up until this complaintAs of this morning just hearing of this, excluding the spam email sent last week / found today, we have not actively avoided any issues with this consumerWe believe the action taken by the consumer (i.eComplaint) against Life’s Great Spas is unreasonable and unwarranted in this caseWe understand the consumers’ frustration with the loss of his local dealer Life’s Great Spas Inc / service company whom retailed the said spa to the consumer in We will continue to honor any and all written warranties of consumer’s spa as per warranty We appreciate any and all time and attention to this matter, look to a positive resolution / conclusion Respectfully, Andrew [redacted] , Pres Life’s Great Spas Inc
RevDex.com of Upstate NY - Please see below for final responses to each of the consumers statements. Please make it known to our BBB of Upstate, NY claim handler, that we have responded multiple times to these same statements. As we do not make/come up with the warranty itself, we are also not able to manipulate the warranty to meet a consumers opinion of what the warranty guidelines should be. Again, the spa does have a blanket 5 year warranty which was stated and contracted with the said customer up front we have not denied this. Similar to any working appliance warranty, there are stipulations within the warranty. As there are multiple external variables that can take place once in the consumer’s yard in which we/ nor the manufacture can control. This is a standard warranty, and these are standard “reputable” business procedures. 1. We (Life’s Great Spas Inc) have been more than responsive and forth coming with regards to this consumer and his inquiries/ issues. We have gone above and beyond to assist and ship warranted and non-warranted parts in an attempt to appease this consumer. We advise and encourage the RevDex.com to look back to the owners manual / warranty provided in our first correspondence and response to the consumer. You will see that there have been zero imposed changes to the warranty, and we are and have always been abiding by the same original warranty within the owners manual. 2. In regards to the consumer having to find a repair company, the authorized dealer / service center in which Mr. [redacted] contracted his sale with ( Please see the contract heading to the contract Mr. [redacted] provided you with) has since gone out of business. We do not have control over this action, and thus have (from the start) advised Mr. [redacted] that we will uphold his warranty and help the best we can within warranty guidelines, however he will have to contact a local repair company (of his choice) to perform any work needed. Again, this is a standard “reputable” business procedure. 3. In response to the consumers claim of a “stall” on our part that he pay for a service technician (of his choice) to diagnose the issue: from the original warranty: “the Life’s Great Spas Customer Care Department must determine whether damage is due to a chemical imbalance or manufacturer’s defect. If the damage is due to manufacturer’s defect, the MANUFACTURER will warrant the defective part and labor Life’s Great Spas Inc. during the warranty period. This does not include any travel or trip charges, troubleshooting or diagnostic charges. Customers living outside the technician’s travel area need to be aware that trip charges are their responsibility.?” As this is directly form the original warranty (owners manual), you can see that any consumer would be responsible for troubleshooting / diagnostic and/or trip charges in determining the source of an issue and whether it Is or is not covered within the manufacture warranty. This procedure has been no different for Mr. [redacted] , and is a standard reputable business procedure. 4. We stick behind our statement, as we do feel that nothing we do will satisfy this particular customer. Our responsibility as the spa manufacture of this consumers spa, is to review any and all warranty claims submitted, If deemed warranty (from the original warranty provided), we are to then provide a replacement part (the warranty does state that shipping of warranty parts will not be covered, though we have always covered this as well), and a reasonable warranty labor refund check if deemed warranty post diagnosis from a service technician. We will continue to uphold our responsibility to this customer and all of our other customers for their designated warranty period. Finally, in response to Mr. [redacted] ’s request of settlement / refund / monies returned – can this consumer produce one bill or receipt for parts / service in which he has had to pay or in which we have not covered since the spa has been in his possession? We have handled any and all warranted claims and will continue to do so for the remainder of the warranty period. We (Life’s Great Spas) did not collect the transaction for Mr. [redacted] ’s sale. As you can see by the contract – the transaction was run through the now defunct retailer / dealer. We would not have the capability to return any monies or come to a settlement with Mr. [redacted] . We hope that the RevDex.com will fully review this case/claim and our stance on it, we feel that we have done all we can do as a business, within this case/claim. Should further information or correspondence be necessary, please contact us. Respectfully, Andrew [redacted] , Pres. Life’s Great Spas Inc
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I will simply restate our position below which translates to "This manufacturer is violating the terms of our contract".On 5/19/we entered a contract based on the conversation at the Auburn, Ca home-show We had lengthy conversations about our concern to have a reliable product The Mfg (Andrew) assured us he would stand behind his product To back that up, he included the year full money back guarantee, in case we were not fully satisfied with the spa Both of us documented the warranty terms which have been provided in these communications several times now: 1) We documented the contract (including warranty) terms in the emails exchanged about agreeing on the deal2) The Mfg (Andrew) documented in the contract he sent us for signing, clearly restating the (i quote): "Full warranty in effect, Year parts and labor warranty, etc..".).There were NO exclusions mentioned during our conversations, nor were any exclusions (i.e referring to the manual) in the contract that we entered By coming up with these exclusions after the contract was signed the manufacturer is violating the terms of the contract we originally entered It is as simple as that.This manufacturer continues to come up with excuses to try and come up with warranty coverage exclusions in these communications, such as travel to our site, a technician evaluating the problem, etc Calling the last response his 'final response' as he has done before is just another bully tactic to get us to settle for less that we are entitled to under the terms of the contractA plain, blanket year warranty for the spa (The entire spa with all it's component, without any exclusions) should be exactly as stated and written in our contract and he needs to honor that.Anything less than a solution to the warranted problems we face with this spa, which includes zero expense out of our pocket for us to resolution, is simply unacceptable We are more than willing to provide local contacts for the manufacturer to work with to arrange coming out to fix whatever is broken and as stated before we are also willing to review any settlement / buy-back offer that the manufacturer is willing to offer to close this complaint with an acceptable outcome.Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The fact is that in regard to the cover lifters, Life's Great did say they would replace the brackets and failed to do so with correct brackets They also did not respond to dozens of emails to stipulate anything to the contrary as they did in the response to this claim They clearly stated they would rectify the situation Here are Andrew's exact words to me when asked if he received the pictures of the cover: 'I did and I am not sure of issue ! Looks wrong to me I will ship new lifters and Have Jason install will be in contact soon' The brackets sent were not the right ones and he did not send anyone to install as he said Regardless of warranty, he made this commitment and did not stand by itInstead of communicating with me, he just ignored my attempts to contact him Regarding the cracked jet housing I sent a picture and video to show the issues, also on the bill I scanned and sent to Andrew it states there is a crack in the jet This is not wear and tear This is the warranty information I was given, and they did not even have the manual available until March of - I made numerous attempts to obtain a copy of a manual from Nov until the time they published it in 2013, therefore any warranty information in this manual should be null and void for my spa and the following (which is also on their website) should be adhered to The swim jet is clearly equipment.Structural Warranty: Year Surface Warranty: Year Plumbing Warranty: Year Equipment Warranty: Year Labor Warranty: Year Regards, [redacted] ***
In response to Revdex.com claim #: [redacted] , received May 4, 2016, submitted by consumer: [redacted] Please see below for reference to facts and resolution pertaining to this claim: Any and all issues whether warranty or not have been addressed and handled with Mr& Mrs [redacted] , at no cost to themIncluding but not limited to: Pumps, Pump seal, and LED light control boxThese parts were over year past the warranty period dates (please see attached warranty), and were still covered at no cost to Mr& Mrs [redacted] – see attached acknowledgement letter from consumer The current issue stated by consumer, of loud pump / leaking pump seal that consumer has filed the claim relative to falls under a ware-and-tare / chemical – consumer error by pump manufacture (not spa manufacture) warrantyAs we can only provide the warranty that is given to us (Life’s Great Spas) by the manufacture of our components, we must honor these warranties as well as any exceptions / exclusions The main problem for both the consumer, and us (The manufacture) is that the retailer in California from which he purchased the spa has seized all business operations 8-months ago without any forewarning or succession planThe issues (i.eWrong spa delivered, test kit / start up chemicals missing, manual and instructions missing, lack of proper orientation and walk through, and sound system) were/ are the responsibility of the now defunct retailerWe believe that we have stepped up as a manufacture, and have provided parts (warranty and non-warranty) at no cost to this consumerIt is not our wish nor how we do business to have a disgruntled consumer, however certain things (dealer being out of business and not handling things properly) are out of our controlWe have adhered to and responded to any and all issues and questions that this consumer has hadAs well as shipping components & parts at no charge In response to energy efficiency / electrical consumption of said spa, this depends and varies upon filtration settings / times per day, temperature settings of spa, physical use of spa by consumer, outside temperature, and cost per kilowatt/hour - cost of operating unit can vary greatly depending upon these conditions Please see attached email in reference to water chemistry from consumer, stating that his in clear unit is working well (after cleaning the cell for the first time since ownership) and his water is clearPlease see attached manual for the in clear system, advising that the cleaning of the cell is required annually Life’s Great Spas Inc In regards to defective light module, we have no documentation or return of defective part from the (now defunct) dealer – that the light unit was ever replacedThe only record we have of this regard was the manufacture (Life’s Great Spas) shipping a light box to the consumer (at no charge to him) approximately 30- days ago in April of Which consumer replaced and stated that “as of now” is working properlyAs the dealer never requested a replacement light module, we are unsure where or how he would have been able to obtain a replacement light module as consumer states Over several correspondence and sporadic spa performance updates and water chemistry analysis from consumer over the past – years, Mr& Mrs [redacted] have never once stated during this time that the spa has ever been inoperable or not useableBecause of the precise and detailed nature of Mr [redacted] ’s (consumer) emails – we would highly believe the news of his spa being inoperable at any time would be conveyed almost instantaneously (i.eThis is the first time we are hearing of it, in this Revdex.com complaint) This complaint was received upon the same day in which the consumer sent an email to our website, threatening legal pursuitStating that we had been ignoring his request from the day priorAn email was found in a personal email spam file this morning upon searching records of the consumer post reception of complaint, stating the pump seal issue/ leak and giving us “business days” to respond to himAgain, this was found in a personal spam file which is not checked dailyNo phone calls were received by factory, tech support, or office relative to this Suggested Resolution: The loud noise of the speed pump # is most likely caused by repetitive exposure of pump motor to water being sprayed on it, caused by the deterioration of the pump seal due to ware-and-tare / chemical issuesFor perspective purposes, it is often compared to O-rings, gaskets, seals found in appliances or cars – which are also not covered under vendor warrantiesTo resolve the issue, we will ship a speed pump at no charge to the consumer, although not under warranty and at a cost to Life’s Great Spas, to assist with customer issueConsumer is responsible for any and all cost of installation/ labor of said pumpThis will relieve the noise and leak complaint stated by consumer Again, this is the warranty of the pump manufacture provided – not Life’s Great Spas warrantyDue to the fact that the retailer / servicing agent has not serviced the consumer as the consumer has deemed necessary, we as the manufacture have stepped up and handled any and all issues at no charge up until this complaintAs of this morning just hearing of this, excluding the spam email sent last week / found today, we have not actively avoided any issues with this consumerWe believe the action taken by the consumer (i.eComplaint) against Life’s Great Spas is unreasonable and unwarranted in this caseWe understand the consumers’ frustration with the loss of his local dealer Life’s Great Spas Inc / service company whom retailed the said spa to the consumer in We will continue to honor any and all written warranties of consumer’s spa as per warranty We appreciate any and all time and attention to this matter, look to a positive resolution / conclusion Respectfully, Andrew [redacted] , Pres Life’s Great Spas Inc
RevDex.com of Upstate NY - Please see below for final responses to each of the consumers statements. Please make it known to our BBB of Upstate, NY claim handler, that we have responded multiple times to these same statements. As we do not make/come up with the warranty itself, we are also not able to manipulate the warranty to meet a consumers opinion of what the warranty guidelines should be. Again, the spa does have a blanket 5 year warranty which was stated and contracted with the said customer up front we have not denied this. Similar to any working appliance warranty, there are stipulations within the warranty. As there are multiple external variables that can take place once in the consumer’s yard in which we/ nor the manufacture can control. This is a standard warranty, and these are standard “reputable” business procedures. 1. We (Life’s Great Spas Inc) have been more than responsive and forth coming with regards to this consumer and his inquiries/ issues. We have gone above and beyond to assist and ship warranted and non-warranted parts in an attempt to appease this consumer. We advise and encourage the RevDex.com to look back to the owners manual / warranty provided in our first correspondence and response to the consumer. You will see that there have been zero imposed changes to the warranty, and we are and have always been abiding by the same original warranty within the owners manual. 2. In regards to the consumer having to find a repair company, the authorized dealer / service center in which Mr. [redacted] contracted his sale with ( Please see the contract heading to the contract Mr. [redacted] provided you with) has since gone out of business. We do not have control over this action, and thus have (from the start) advised Mr. [redacted] that we will uphold his warranty and help the best we can within warranty guidelines, however he will have to contact a local repair company (of his choice) to perform any work needed. Again, this is a standard “reputable” business procedure. 3. In response to the consumers claim of a “stall” on our part that he pay for a service technician (of his choice) to diagnose the issue: from the original warranty: “the Life’s Great Spas Customer Care Department must determine whether damage is due to a chemical imbalance or manufacturer’s defect. If the damage is due to manufacturer’s defect, the MANUFACTURER will warrant the defective part and labor Life’s Great Spas Inc. during the warranty period. This does not include any travel or trip charges, troubleshooting or diagnostic charges. Customers living outside the technician’s travel area need to be aware that trip charges are their responsibility.?” As this is directly form the original warranty (owners manual), you can see that any consumer would be responsible for troubleshooting / diagnostic and/or trip charges in determining the source of an issue and whether it Is or is not covered within the manufacture warranty. This procedure has been no different for Mr. [redacted] , and is a standard reputable business procedure. 4. We stick behind our statement, as we do feel that nothing we do will satisfy this particular customer. Our responsibility as the spa manufacture of this consumers spa, is to review any and all warranty claims submitted, If deemed warranty (from the original warranty provided), we are to then provide a replacement part (the warranty does state that shipping of warranty parts will not be covered, though we have always covered this as well), and a reasonable warranty labor refund check if deemed warranty post diagnosis from a service technician. We will continue to uphold our responsibility to this customer and all of our other customers for their designated warranty period. Finally, in response to Mr. [redacted] ’s request of settlement / refund / monies returned – can this consumer produce one bill or receipt for parts / service in which he has had to pay or in which we have not covered since the spa has been in his possession? We have handled any and all warranted claims and will continue to do so for the remainder of the warranty period. We (Life’s Great Spas) did not collect the transaction for Mr. [redacted] ’s sale. As you can see by the contract – the transaction was run through the now defunct retailer / dealer. We would not have the capability to return any monies or come to a settlement with Mr. [redacted] . We hope that the RevDex.com will fully review this case/claim and our stance on it, we feel that we have done all we can do as a business, within this case/claim. Should further information or correspondence be necessary, please contact us. Respectfully, Andrew [redacted] , Pres. Life’s Great Spas Inc