Mr. Friendly Auto Repair

Initial Business Response /* (1000, 5, 2015/10/12) */
We have made several attempts to satisfy the customer over the perception that we were neglectful in servicing her spa.
On or around May 6th, 2014, the customer contacted us about maintaining the spa she had purchased from us in late August,...

2011. Delivery was on or around Sept. 12, 2011. She stated they were renting out the house and moving out of the area. After the first visit and prior to the second visit, we received a call asking us to void our contract and stop the service. The renter did not want the spa operating, I believe is what we were told. She ask if we could come out and prepare the spa for an extended period of non-operation. We agreed to drain the spa, wipe it out and evacuate the existing water from the spa.
On July, 1st, 2014, we scheduled the draining of the spa for July, 8th, 2014
As we have done for countless other customers over the years, we contend that we properly drained the water from her spa, cleaned the shell and vacuumed out the excess water, including vacuuming the water from the jets and filter compartment. Per the customer's request, we used a small plastic key to lock the cover and attached a spare key to the spa cover using tape as requested. Apparently, the small black plastic key fell out of the tape and was not found by the renters.
Keep in mind, the spa cover locks are only designed to deter small children and are not designed to keep out anyone that has any type of flat screw-driver, standard house key, or almost any narrow flat instrument from gaining access to the spa.
In Mid- August, 2015, we were contacted by the homeowner that the renters were moving out and that she would like to refill the spa.
On or around, August 13th, 2015 our service person went out to the house, opened up the spa and started the process of cleaning the spa. There were several inches of water in the seats and foot-well of the spa. It is quite common for a spa to have several inches of either, rain water, runoff from nearby house eves, and sprinkler systems close by. Especially, when a spa is allowed to sit, "empty" for an extended period of time. This spa sat unused and unmaintained for a period of over 1 year.
Spa covers are designed to help retain heat, not to keep water out from the seam that runs across the entire fold of the cover. A brand new spa cover would keep out more water than a 4 year old spa cover. Considering the Northern Nevada weather, the Spa was in exactly the condition we expected to see it in after a year plus of sitting on a south facing backyard, backing up to a landscaped green belt, approx. 2-3 feet from the edge of the house. Spa covers in the Reno market typically have a useful life of 3-5 years.
Upon the completion of cleaning and filling of the spa. The service person noticed that one of the two jet pumps would not start up on its own.
There were signs of pre-existing leaking from the pump that wouldn't start up which can be from a variety of causes. In my opinion, the existing leak and subsequent Rust that developed cause the Pump and motor not to turn over.
We made the customer aware of the mechanical problem with the spa and suggested, since she did not want to pay to have the spa pump repaired, that she contact the Authorized [redacted] Spa dealer in the area that now services and sells the brand since we no longer sell [redacted] Spas.
I have spoken to the [redacted] Dealer and the customer refused to allow them to install a replacement pump, stating to them she was going to go back to us and get much more than a new pump out of us.
On Sunday, August 23rd, 2015, I went to the customer's house to assess the situation. I found the spa full of water still, which is how we had left it. I powered up the spa and was able to make the pump in question work after freeing up the rust and turning the shaft on the motor. The pump performed as expected but had a considerable amount of water leaking from the Shaft Seal. Shaft seal leaks are not uncommon in 3-4 year old spas and even more common when a spa is allowed to sit for an extended period of time as the seal is made from Rubber and Metal. The rubber dries out and the metal can rust. A new Seal is Approx. a part less than $20. To remove the seal can also cause the Impellor to break when there is a sizable amount of rust, as was the case here. The impellor already showed signs of cracking from the rust underneath pushing up. (See Photos) You will also see in the photos and video provided that there is a large black streak noticeable on the floor of the Plywood base under the motor shaft. This black line only became visible once the pump and motor were removed.
This is a condition we see when the rubber from a failed seal turns the water that leaks out black as it is dissolving or breaking down. This black line indicates that the pump had been leaking from quite some time, prior to the spa being drained for the extended period of time. You will also see in the photos that the impellor is still intact and working condition when the pump was dismantled at the customer's house.
Because I did not have a new impellor and Pump seal with me that day, and in the interest of getting the customer taken care of, I replaced the defective pump with a Brand new, out of the Box, 2.5HP 2spd pump. The pump that was installed was of equal or better quality than the 4 year old pump that was in the spa originally. (See Photo of new pump installed)
While at the spa, I did a thorough inspection and determined that the cover showed signs of fading and small wrinkles that are typical of a 4 year old spa, particularly a spa using an automatic feeder or dispenser. The [redacted] Spa is equipped with the Spa Frog Automated Bromine Dispenser plumbed in a sealed pipe that dispenses only when the jets are on, either for heating/filtration or the high speed jets.
Leaving the cartridge for minerals and bromine in the spa while it is empty and turned off, would not cause issues as it takes circulation to dispense the active ingredients. The active ingredients in the Bromine Cartridge typically last 2-4 weeks in a spa that is in operation. The Mineral Cartridge takes moving water to deplete as well and is designed to las 4 months dissolving a small amount of metal into the water to inhibit the growth of bacteria and other organics.
The exterior of the cover is in typical condition for a spa of its age. I washed and conditioned the cover prior to leaving the spa, in completely operating and clean condition (see Photos)
The customer seems to be only interested in having a new spa.
Looking at the original order, the customer put a deposit on a [redacted] Mirage spa Aug. 24th., 2011, for $5,999. Plus local tax.
Prior to taking delivery, she changed her mind and we switched the deposit to the [redacted] Wish model, for $7,299. Plus tax. She later decided to add an aftermarket Music system that we installed for $800 extra.
The [redacted] Wish is the Spa she has currently. Within a few days of the delivery and her first use of the Spa, she wanted to change the spa to a different model.
We agreed to give her full credit towards a more powerful or comfortable model spa. She declined as she did not want to invest more money in an upgrade. Over the course of that first year, she came in and or called, several times stating she was still interested in a different model. Again, she did not want to spend additional funds to upgrade the spa.
The Spa is fully operational, received no damage from Freezing as she has stated and is in typical condition for a 4+ year old spa from this Manufacturer. We have not billed her for replacing the spa pump, or labor for the repair and we are willing to forgo any charges we are due at this point.
We contend that we have gone above and beyond and that the customer is not being reasonable in her request for a new spa or any type of extended warranty. We claim no responsibility for her decision to leave the spa empty for more than a year and contend that any repairs would have been needed sooner, had the spa been left filled with water and operating as the pump was already leaking when the drain and clean was performed.
Please let me know if you need additional supporting documents. We look forward to resolving this matter.