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 Revdex.com 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

In response to RevDex.com claim #: [redacted], received June 7, 2016, submitted by
consumer: [redacted] Please see below for reference to facts and resolution pertaining to this claim:
The descriptions...

presented in Mr. [redacted]’s composed Revdex.com complaint, do not align with the facts
originally presented to both Life’s Great Spas as well as our authorized dealer/ service center. Mr.
[redacted] relayed to both us (Life’s Great Spas) as well as Seth, Pools Plus Inc. (Service / General
Manager) who happens to be our authorized dealer in the Rhode Island market. “He” (Mr. [redacted])
stated that he is experiencing a leak in his spa which he noticed the leak to be coming from a crack in
the large diverter valve/whirlpool jet body. Mr. [redacted] also provided photos, per our request, of
diverter/jet issue. Even as of our last conversation on Friday via phone with Mr. [redacted] , while he
was in our authorized dealers shop – we informed him that the diverter valve / jet carries a one year
vendor warranty, as stipulated in our manufactures warranty. At no time did Mr. [redacted] provide
information to us, or any representative of Life’s Great Spas / or our dealer, that this was a PVC
plumbing / glue joint leak. As we would cover a plumbing pipe, glue joint defect as warranty. We are
slightly confused as to how we got from a cracked diverter valve/jet body to what is now being
reported to the Revdex.com as a faulty PVC glue joint. Based upon this new information that Mr. [redacted] is
presenting to the Revdex.com (but was never provided to us nor the authorized dealer), we will authorize
our dealer (Pools Plus Inc.) to schedule a call to review and diagnose the issue presented. If it is infact
a warranty item (ie. Glue joint, plumbing pipe, or fitting) they will be instructed to remedy the
issue at no charge to Mr. [redacted] If however, they find that the issue is indeed by fault of a cracked
diverter valve/ whirpool jet body due to a non-manufacture defect (ie. Poor water chemistry &
breakdown, improper winterization and/or expansion, overtorching of jet insert) replacement of said
jet would be the sole responsibility of the consumer (Mr. [redacted]). If the glue joint at the jet body
and any portion of the jet body was deemed defective and cannot be repaired, the jet body will be
replaced at no charge to the consumer.
As for the request of compensation and/or loss of $1000.00, we are not sure how Mr. [redacted] came
to this detailed loss total, as there has yet to be any loss presented. The replacement jet cost is
approximately $44.90 + shipping, and 1-2 hours of labor if needed – totaling no more than $200-
$300 total at a maximum if it is deemed out side of the warranty stipulations stated above. It could
be a warranty item, in which Mr. [redacted] would not be charged for the repair – however it is all
premature at this time and based upon the technician’s on-site inspection and/or diagnosis. We will
schedule a time suitable for both parties to be on site (Mr. [redacted] as well as our technician), to see
what the cause, as well as resolution to be.
We appreciate any and all time and attention to this matter, and look to a positive resolution /
conclusion.
Respectfully,
Andrew ** [redacted], Pres.
Life’s Great Spas Inc.

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 them. Including but not limited to: Pumps, Pump seal, and LED light control box. These parts
were over 1 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) warranty. As 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 8-10 months ago without any forewarning or
succession plan. The issues (i.e. Wrong 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 retailer. We believe that we have stepped up as a manufacture, and have
provided parts (warranty and non-warranty) at no cost to this consumer. It 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 control. We have adhered to and responded to any and all issues and
questions that this consumer has had. As 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 clear. Please 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 replaced. The 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-
45 days ago in April of 2016. Which consumer replaced and stated that “as of now” is working properly. As
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 1.5 – 2 years, Mr. & Mrs. [redacted] have never once stated during this time that
the spa has ever been inoperable or not useable. Because 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.e. This 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 pursuit. Stating that we had been ignoring his request from the day prior. An 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 “5 business days” to respond to him. Again, this
was found in a personal spam file which is not checked daily. No phone calls were received by factory, tech
support, or office relative to this.
Suggested Resolution:
1. The loud noise of the 2 speed pump # 1 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 issues. For perspective purposes, it is often compared to O-rings, gaskets, seals found in
appliances or cars – which are also not covered under vendor warranties. To resolve the issue, we
will ship a 2 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 issue. Consumer is responsible for any and all cost of
installation/ labor of said pump. This 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 warranty. Due
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 complaint. As 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 consumer. We believe the
action taken by the consumer (i.e. Complaint) against Life’s Great Spas is unreasonable and
unwarranted in this case. We 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 2014. 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: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
5/19/2014 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 1 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 deal. 2) The Mfg (Andrew) documented in the
contract he sent us for signing, clearly restating the (i quote): "Full warranty
in effect, 5 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 contract. A
plain, blanket 5 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 it. Instead 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 normal wear and tear.  This is the warranty information I was given, and they did not even have the manual available until March of 2013 - I made numerous attempts to obtain a copy of a manual from Nov 2012 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: 10 Year Surface Warranty: 10 Year Plumbing Warranty: 5 Year Equipment Warranty: 5 Year Labor Warranty: 5 Year
Regards,
[redacted]

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.
[redacted]
To: Life’s Great Spas Inc. - att: Andrew [redacted].Thank you for responding so quickly to this BB complaint. We appreciate your detailed and thoughtful review of our complaints since owning the Spa. As a result, we hope we can come to an agreeable resolution. As stated when we started our engagement, we appreciate and support your efforts to bring manufacturing back to the USA and hope that you stand behind your product as you indicated to us when we met at the Auburn, Ca homeshow.Please do note that we respectfully disagree with many of the statements made within your response. We have retained records of all of the communications we have exchanged, however we will try and focus on some of the key points here to hopefully lead to an agreeable resolution. Below are some responses to some of the statements you made in your response. These responses reference facts as shared below. At the end of this response, we will summarize our position for your review.Quotes (Q:) and our (R:) responses:Q: "These parts were over 1 year past the warranty period dates...."R: Please note that the spa was ordered 5/19/2014 and delivered on 7/25/14. This was after a spa with the wrong options was attempted to be delivered on 7/10/14 and you rushed to have one made with the correct options. The leak problem was reported on 1/28/15 (See attached eMail). The lights issue was reported 8/17/14 and again 10/3/14. So clearly both were well within the 1 year warranty period.Q: "The current issue stated by consumer, of loud pump...."R: Pump#1 replacement loudness was noted immediately after installation, hence not a recent issue caused by the new leaks (See attached 2/13/15 and 3/18/15 emails).Q: "Retailer in California and approach to handling issues..."R: While we appreciate differences that existed amongst yourselves (We received controversial feedback from your company, the Ca retailer and the local repair persons), you might appreciate that, as a customer this should not be our problem. This purchase was made based on direct dealing with yourself and Lauren when you visited the Auburn, Ca homeshow on 5/16/2014. We have included you and Lauren on most, if not all, communications. The local Ca company was introduced as an intermediary to complete the initial purchase transaction on 5/19/2014 and was engaged to provide local repairs. Due to their poor responses and communications we had no choice but to use direct communications with your company as an escalation path for unacceptable performance. We were not instructed to follow any other path to get resolution to deal with the ongoing issues experienced.Q: "Your response to "Not being able to use the spa...."R: Please note that the volume of issues, most notably flickering lights, leaks and sanitation systems not working, caused us potential health concerns, including fear of risk for electrical shock (acknowledging there may be GFI safeguards). In addition as you review the list of repairs below, it clearly shows that several of the functions of the spa have not been working for months (notably, the audio, lights and air from jets). All of this has resulted in limited and at times suspended use until issues were resolved.Q: "This complaint was received upon the same day in which the consumer sent an email to our website, threatening legal pursuit."R: Here is what we posted to the website: ""What is your warranty resolution process. Direct Mails to Andrew and Lauren are completely ignored at this time. If we don't hear back soon we will have to take other means to get resolution." We did not say we would take legal action and as you can see we went to the Revdex.com at this time due to the ongoing challenges to get a continuously properly working product.Issue notifications dates & facts (Notified, resolution, resolution timeframe):* Purchase & Delivery (5/19/14, 7/25/14, 10 weeks)* Wrong audio system (7/26/14, 2/1/15, 6+ months!)* Missing air from some jets (7/27/14, 3/17/15, 8 months!)* Much (manufacturing) debris in spa (This concern was noted on several occasions).* Lights intermittent #1 (8/17/14, 10/3/14, 7 weeks). Andrew was notified about the 10/3 replacement.* LED clamp cracked (1/15/15, 2/1/15, 2.5 weeks)* 2 Pumps leaking (1/28/15, 2/9/15, 13 days). Note: First water loss communicated 9/8/14.* 1 Large Jet stuck & cannot exchange positions (2/1/15, No resolution due to down time required).* No shut-off valve for Pump#2? (2/10/15, No response to date).* Winter mode when temp is not low (2/11/15, Reset power to system; experienced a few repeat occurrences)* Lights intermittent #2 (2/13/15, 2/24/15, 11 days). No repair done, suspected loose wires?* Constant need to lower ph (Ongoing exchanges - suggested that inclear running higher was typical).* Pump#1 Noise (2/13/15 & 3/18/15,no action at that time - repair person suggested to monitor)* Lights intermittent #3 (2/10/16, 4/21/16, 10 weeks). Replaced, Need to monitor.* Inclear system erratic (2/13/15 & 2/10/16 & 4/4/16, ?). Recurrences. Several cleanings. Not used until resolved.* Pump#1 shut-off not completely shutting off (2/15/16, Andrew suggested debris as cause/complete draining of spa - We suspect additional hose going to Pump#1 is causing the slow drain as it bypasses the valve)* Pump#1 leaks (4/21/16, Current recurring issue requiring root cause resolution along with inclear erratic behavior)In summary: If you review the several hundred e-mail communications that we have shared since the contract (5/19/14) and (7/25/14) delivery of our spa, we hope you appreciate the frustrations experienced trying to enjoy your product, especially given the amount of problems and timeframes it took to get resolution to these issues. With any manufacturing process, products' performance and quality issues typically fall within statistical bell-shaped curve. If a product falls outside that curve, something unique must be going on that requires further investigation. We can only surmise, based on your communications, that you have a great product and that ours happen to fall outside the norm. That said, we conclude the following as resolution options: Resolution requested:We believe that there is an underlying issue with this particular spa that is causing these failures. Most notably the pump seal leaks. This leads us to conclude that the ultimate resolution should be to replace it or to take it back for refund. We believe the in-clear system is highly suspect, but if you take the spa back, you can evaluate the problem to root cause, which will enable you to enhance your manufacturing quality control processes.Considering the ongoing troubles since day 1, our only acceptable alternative to the above proposed resolution is to get the product to a satisfactory working condition which mimics a new purchase so that we may have an extended timeframe of trouble free use to rebuild confidence that this unit is in a reliable state. Having us arrange to have the pump installed is unacceptable. Both labor and parts should be covered under warranty. Furthermore, the spa should be checked for a root cause problem as our fears are that replacing the pump will only lead to future failures of the same. This could then lead to replacement of root cause part(s), complete replacement and/or refund. If the path of functional repair is recommended, then we expect to have full warranty reinstated as if it was a new purchase, with a note that repeat failures of previously experienced failures will also be covered as recurrences would be an indication that root cause has not yet been addressed.Again, we hope we can come to an agreeable resolution on this. Sincerely;[redacted]