MAAX SPAS INDUSTRIES CORP.

I bought a MAAX 471 spa and it was installed on 12/27/14. It was equipped with a wifi transmitter to connect to our home network. Initially it worked fine. When it stopped working in May of 2015 I found out the transmitter was dead. Bought a new one from the dealer for $400 and installed it. Worked up until about 6 months ago when it too died. I bought another one for $375 from the dealer and installed it. Now, I can see the BWA Group SSID it's transmitting, but only within about 15 feet on my iPhone. Following the instructions from the owner's manual and the dealership, I've tried maybe 20 times to connect the spa to my home network (which is secure vs the BWA Group network which is open) and it has yet to connect with my home net as the instructions tell me it should do. When contacted the dealer for help, they told me to try the same things the manual said and then said I'd need a service call to see if it could be fixed. I am really ticked off about being told I have to be charged for a $75 or so service call for a tech to come out and try the things I've already done many times with the same fruitless outcome. I paid $350 for a working transmitter that it supposed to do what the manual says it will and now I'm being insulted by them wanting to charge me for the damn thing to work? I think not. Can anyone do anything to make this system function?
Steve

I did contact the dealer and a repairman came over and put clamps and hoses that were already leaking that is the problemIf a couple already leaking then that means it's just going to get worse that's why I want clams put on every single high pressure hose there is the glue doesn't always workDo you not understand that we all live in different climates that's the problem it needs to be fixed I paid $10,for this hot tub and I want clamps on every hose nothing else is acceptable

Hello ***, We have been in touch with you directly and your dealer, Everything Hot Tubz, this month regarding the issue on the acrylic of your spa During those discussions, it was made aware to MAAX Spas that [redacted] was used to sanitize your spa, which both, MAAX Spas and your dealer, have highly recommended not to doAlso, note that your dealer, who is a spa professional, has given you the needed information on how to sanitize your spa and, in no case, was it mentioned to use [redacted] Per our email dated 6/7/2016, we have informed you of the consequences of using [redacted] in a spaIt is a very corrosive chemical and other than damaging the acrylic, it may also corrode the pumps and the jets [redacted] used in a spa causes blistering, bleaching, rust colored discoloration, among other issues, on the acrylic We also know that you have contacted [redacted] , the manufacturer of the acrylic sheets we use in our spas, submitting your question regarding the use of [redacted] in your unitOur contacts from [redacted] have forwarded that email to us, informing us, yet again, that [redacted] used in spas will cause acrylic damage As mentioned to you in the email sent on 6/7/2016, the warranty terms on our products specify that a damage caused by improper water chemistry is not covered under warrantyTherefore, the replacement of the spa or the repair of the spa will not be covered under these circumstances Best regards, MAAX Spas Industries CorpTell us why here

** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until 10/12/ for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Our products are engineered to work perfectly in all climates the way they are assembled from the factoryThe product warranty covers the product against leaking, any changes made to the product could void this warranty, please consult your dealer for local product supportThank you very much for choosing MAAX Spas!

Dear Customer,please note that your product is covered by the industries best warrantyAs good as our warranty is, is does not typically cover accidental damageBroken glass is considered accidental damage by most warranties, not only in our industry.Nevertheless we understand your frustration and
would like to help to make your new Spa experience as excellent as our products arePlease contact your dealer and reference this correspondence and ask them to contact Andy the customer care manager (please reference the serial number) for us to reconsider this caseWe are willing to find a goodwill solution for you by sending your dealer a one time courtesy replacement

Dear Sirs,the information the customer received from his dealer or our local representative is correctThe product has been purchased and installed in and is out of WarrantyTechnically the problem described can have different origins and is not necessarily linked to a defect in
material and workmanship anywaysWe are sure that the local dealer, from whom the spa was originally purchased from can work out a discount on the repair or a rebate on the purchase of a new productWe as a manufacturer would support our dealer in one of these processes, customer satisfaction is our outmost priority. Happy HolidaysAndy M***
*** *** ***stries Inc.Customer Care Manager

We're very sorry to hear about the issues that Mr*** has had with his ** ***. We have shipped replacement parts to his dealer (*** *** in Las Vegas) and their service technician (***) is scheduling the replacement of these parts with Mr***

Hello [redacted],   Please note that we cannot list each and every chemical not to use in a spa.  Your authorized MAAX Spas dealer, Everything Hot Tubz, as a spa professional, gave you the correct recommendations as to the chemicals to use to sanitize your spa. You chose not to follow these by asking a company not affiliated with MAAX Spas about spa sanitization and they have provided you with a [redacted] treatment, not at all suitable for spas.   As a gesture of good will, MAAX Spas is offering you a $250 gift card so you can clean your spa and use the right chemicals in the future.  Please let us know if this is agreeable to you.  Best regards,   MAXX Spas Industries Corp.  Tell us why here...

Hello,first we would like to apologize for the inconvenience caused. Your dealer is your first point of contact in all warranty questions, the factory does not offer services for end-users, your dealer is the professional ready to help you.Clamps are not required, your Hot Tub is safe to operate...

without them. We test our system without Clamps, just PVC Cement and they are designed to withstand tremendous pressure without them.Thank you very much for choosing our product, please contact your dealer for any further product support, we rely on our dealers to provide the world class support you are entitled to expect from your investment.All the Best!Your friends in hot water,

Check number [redacted] for $250 was still with our Accounts Payable clerk until today.  There was some confusion about the address for this consumer, but this was all cleared up today.  The check has gone out via [redacted] (tracking number [redacted] and should get to Mr. Berg’s...

residence by Thursday, August 13th.

I did contact the dealer and a repairman came over and put clamps and hoses that were already leaking that is the problem. If a couple already leaking then that means it's just going to get worse that's why I want clams put on every single high pressure hose there is the glue doesn't always work. Do you not understand that we all live in different climates that's the problem it needs to be fixed I paid $10,000 for this hot tub and I want clamps on every hose nothing else is acceptable.

Everything Hot Tubz did not give me any paper information on what not to use it verbal to use [redacted] which I have used. I used the same brand of NAVA chlorinating that comes in the box. I have all found this on the internet. Cheaper hot tubs use vinyl, similar to a swimming raft, which can puncture and wear over time. There are also a budget hot tub material that are plastics that may fade in the sun, warp and bend or even crack over time.  Most high end spas today use a high quality acrylic made by two manufacturers:  Lucite acrylic and Aristech Acrylics.  Even having acrylic from one of these manufacturers is still not a guarantee there will be any blistering or cracking of the shell, so they sell various grades of acrylic to hot tub manufacturers.

Hello [redacted],   We have been in touch with you directly and your dealer, Everything Hot Tubz, this month regarding the issue on the acrylic of your spa.   During those discussions, it was made aware to MAAX Spas that [redacted] was used to sanitize your spa, which both, MAAX Spas and your...

dealer, have highly recommended not to do. Also, note that your dealer, who is a spa professional, has given you the needed information on how to sanitize your spa and, in no case, was it mentioned to use [redacted].   Per our email dated 6/7/2016, we have informed you of the consequences of using [redacted] in a spa. It is a very corrosive chemical and other than damaging the acrylic, it may also corrode the pumps and the jets. [redacted] used in a spa causes blistering, bleaching, rust colored discoloration, among other issues, on the acrylic.   We also know that you have contacted [redacted], the manufacturer of the acrylic sheets we use in our spas, submitting your question regarding the use of [redacted] in your unit. Our contacts from [redacted] have forwarded that email to us, informing us, yet again, that [redacted] used in spas will cause acrylic damage.   As mentioned to you in the email sent on 6/7/2016, the warranty terms on our products specify that a damage caused by improper water chemistry is not covered under warranty. Therefore, the replacement of the spa or the repair of the spa will not be covered under these circumstances.   Best regards,   MAAX Spas Industries Corp. Tell us why here...

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until 10/12/2016  for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Everything Hot Tubz did not give me any paper information on what not to use it verbal to use [redacted] which I have used. I used the same brand of NAVA chlorinating that comes in the box. I have all found this on the internet.
 
Cheaper hot tubs use vinyl, similar to a swimming raft, which can puncture and wear over time.
There are also a budget hot tub material that are plastics that may fade in the sun,
warp and bend or even crack over time.  Most high end spas today use a high quality acrylic made by 
two manufacturers:  Lucite acrylic and Aristech Acrylics.  Even having acrylic from one of 
these manufacturers is still not a guarantee there will be any blistering or cracking of the shell, 
so they sell various grades of acrylic to hot tub manufacturers.

Hello [redacted],
 
Please note that we cannot list each and every chemical not to use in a spa.
 
Your authorized MAAX Spas dealer, Everything Hot Tubz, as a spa professional, gave you the correct recommendations as to the chemicals to use to sanitize your spa. You chose not to follow these by asking a company not affiliated with MAAX Spas about spa sanitization and they have provided you with a [redacted] treatment, not at all suitable for spas.
 
As a gesture of good will, MAAX Spas is offering you a $250 gift card so you can clean your spa and use the right chemicals in the future.
 
Please let us know if this is agreeable to you.
 
Best regards,
 
MAXX Spas Industries Corp.
 
Tell us why here...

Hello [redacted],
 
...

We have been in touch with you directly and your dealer, Everything Hot Tubz, this month regarding the issue on the acrylic of your spa.
 
During those discussions, it was made aware to MAAX Spas that [redacted] was used to sanitize your spa, which both, MAAX Spas and your dealer, have highly recommended not to do. Also, note that your dealer, who is a spa professional, has given you the needed information on how to sanitize your spa and, in no case, was it mentioned to use [redacted].
 
Per our email dated 6/7/2016, we have informed you of the consequences of using [redacted] in a spa. It is a very corrosive chemical and other than damaging the acrylic, it may also corrode the pumps and the jets. [redacted] used in a spa causes blistering, bleaching, rust colored discoloration, among other issues, on the acrylic.
 
We also know that you have contacted [redacted], the manufacturer of the acrylic sheets we use in our spas, submitting your question regarding the use of [redacted] in your unit. Our contacts from [redacted] have forwarded that email to us, informing us, yet again, that [redacted] used in spas will cause acrylic damage.
 
As mentioned to you in the email sent on 6/7/2016, the warranty terms on our products specify that a damage caused by improper water chemistry is not covered under warranty. Therefore, the replacement of the spa or the repair of the spa will not be covered under these circumstances.
 
Best regards,
 
MAAX Spas Industries Corp.
Tell us why here...

Dear Customer,
please note that your product is covered by the industries best warranty. As good as our warranty is, is does not typically cover accidental damage. Broken glass is considered accidental damage by most warranties, not only in our industry.
Nevertheless we understand...

your frustration and would like to help to make your new Spa experience as excellent as our products are. Please contact your dealer and reference this correspondence and ask them to contact Andy the customer care manager (please reference the serial number) for us to reconsider this case. We are willing to find a goodwill solution for you by sending your dealer a one time courtesy replacement.

We're very sorry to hear about the issues that Mr. [redacted] has had with his [redacted].  We have shipped replacement parts to his dealer ([redacted] in Las Vegas) and their service technician ([redacted]) is scheduling the replacement of these parts with Mr. [redacted].