Spas2Order.com

Customer purchased the optional replacement heater online herself, and agreed to our Sales Terms and Warranty Policy during the check out processPurchase was made on 3/21/The heater was shipped on 3/22/And the heater was delivered on 4/04/via USPS Tracking [redacted] The heater was being shipped from California, USA to Ontario, CanadaOur shipping information to outside of the United States are noted on our website under "Shipping & Tracking"It does state the following: "Generally Canadian Shipments don't exceed shipment times within the Continental USA, however we are unable to control delays caused by Customs which at times have exceeded working days." But the heater arrived to the customer in less than working days.Our Refund Policy, as stated in the Sales Term agreement, is days from the original purchased date, and the item MUST arrive to the factory with an Approved RMA, in brand New Condition, Never Installed or Powered upWe even provide a courteous extension for the return based on the delivery dateThe customer is well OVER the days return period from the original purchased date, and also OVER days from the delivery datePLUS the heater was installed and powered up, which the heater is now considered usedWe are sorry that we CANNOT accept ANY liability on behalf of the customer for any delays that the customer took upon herself to install and test the heater.The heater does come with a one year manufacturer's limited warranty from the original purchased dateWe can only offer a warranty claim for the heater, since it is USED and also OVER the returned periodAn RMA has already been issued to the the customer to approve and return the heater for a warranty claimPer our Warranty Policy, we are not responsible for the warranty shipping costAnd warranty claims are ONLY for repair or replacement if the heater is returned with an approved RMA and indeed found to be a manufacturer's defect at our service centerNO refund will be offered for warranty claimsThe heater will be tested at TWO service centersThe heater will be tested by the original heater manufacturer, and then also by SpaGuts.comIf one OR both of the companies finds that there is a problem with the heater, then we will provide a replacement heaterIf BOTH companies confirm that there is nothing wrong with the heater, we will proceed with the RMA policy to return the heater back to the customer.The problem may be due to improperly field installationThe problem can also be the heater, but the heater still needs to be returned for an evaluation by our service technicians that are certified and trained to perform a warranty evaluation and testingWe cannot provide a warranty decision based on the customer's spa technician's field evaluationBut we can consider the feedback from the customer's spa technician evaluation to allow a warranty returnNO refund will be offered for warranty claims

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below As stated, the order was taken over phone Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I was told a receipt for payment was sent to my emailThat was itNo one said to review anythingAlso I don't have email on my phone so with my work schedule being out of town for a day or two at a time I was not able to review the email till after it had shipped Regards, [redacted]

The company can only help with reducing the cancellation fee to 20% (originally 25%)This has already been offered during the phone conversation with the customer on 10/04/No further offers will be granted, because the company's Sales Term with Returns Policy was emailed to the customer on the date of the order, and the Sales Term is also posted on the website

Revdex.com: 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 for the business to perform this action and, if it does, will consider this complaint resolved I am not an unreasonable manI understand businesses have policies in place for a reasonThere are instances where the policies should be set aside to satisfy the customer (especially if the customer has a legitimate reason or complaint) Return business is just as important, if not more important to the health of a business as adherence to policies Regards, [redacted]

Because of customer ordering the wrong part other than what the part is intended for, we CANNOT allow a return for a full refundThe part is also a Non-returnable part that customer agreed to during online checkoutOur final offer is to allow a return with an approved RMA for a refund less 25% restocking fee if the part does arrive at the factory in brand new and unused conditionThe customer will need to contact our company to get an authorization for the return, and the returning part should not exceed the return period of 6/10/in order to be accepted for any refundCustomer is also responsible for the return shipping

Customer ordered online himself a Non-Returnable part for use on a differnet application other than what the part is intended forAs described on our website, the transformer with part number 30274-is the replacement Balboa transformer assembly for a Duplex model Balboa Circuit Board with 220V power supplyAnd the installer is to follow the original wiring diagram for the Duplex model Balboa circuit board to install the replacement transformerWhen speaking to the customer over the phone, the customer did not read the part description, and only purchased based on the part titleWhen customer went through the check out pages to purchase the part online himself, customer is aware that the part is Non-Returnable as it states it on the product page, in the shopping cart, and also on the order confirmation that is emailed to the customer.The part is properly advertised for its intended use, and is noted that the part is Non-ReturnableWe cannot accept the part for any refundBut if the customer is willing to do an exchange for another spa part on www.spaguts.com at an equal or higher price total, customer to contact spaguts sales for more information

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowed with this resolution.I am aware of restocking fee and in this case I went in detail through the various options with the sales rep and was assured the dimensions were the sameIt now turns out that for the base plate that is correct, however the pump is on a pedestal that prevents the unit to fit under the spaThe reason for not getting the old controller is that as stated by the company I have been going back and replacing parts and have had problems with the controller on an ongoing basisThe high humidity might be a big cause and putting the same controller as I currently have is asking for problemsConsidering I spent a lot of time with the sales rep to ensure that the dimensions were identical ( accept for the higher connections ) I would expect the gesture from the company to waive the restocking feeI will pay the return shipping costsI do need the RMA code to ship it Regards, [redacted]

Management have also spoke to customer regarding thisWe are sorry for we cannot accept any liability for the package being rejected that does not have the following information written on the outside of the package: "Warranty Department" and/or "RMA- [redacted] " *These instructions were in the RMA Agreement that customer approved See link: [redacted] Therefore the customer is responsible for the return shipping cost To avoid unauthorized returns, all packages MUST have the "Warranty Department" and/or "RMA Number" written on the outside of the package as instructed in our RMA Agreement Most mail couriers that deliver packages to us do not allow extra time for our receiving department to go to our computer and verify who the package is from and if they are authorized for the returnWe verify packages through our computers on a basis if the mail courier allows the extra timeDue to the time that was limited by customer's chosen mail courier, and there were no "Warranty Department" and/or "RMA Number" written on the outside of the package, we have no choice but to reject the packageInstructions on our RMA Agreement is written in Bold to avoid these type of rejections We also see that customer wrote down the wrong return addressPossibly the package was delivered to the wrong address, and it got rejected by the wrong delivery locationOur return address as specified in the RMA agreement is [redacted] Note that the actual purchased price of the returning items is $207.89, not $ When a customer request to speak with a manager, the manager was not in the office at the timeOnce the manager returned to the office, the customer was contacted right away

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Commerce in the United States would come to a standstill if every business in America required the consumer to print out a multi-page disclaimer, and have it reviewed by an attorney, before making a purchase Creating such a step in the purchasing process is merely a ploy to abdicate any responsibility to consumer satisfaction with the product being marketed.Further, the twenty day return policy begins on the date of the order If it takes a few days to prepare the item for shipping, ground shipping can take seven to ten business days, if the weather is inclement, there are already days collapsing If the part is not correct or does not suit the application, then the consumer must call to secure a return number which may take several days to acquireIf a merchant needs to quote chapter and verse of what they will NOT do and not respond "How can I meet this consumer's needs with my product line?" then perhaps that merchant should not be involved in ecommerce, or any business for that matter.If I had purchased this product WITHOUT input from a SpaGuts employee as to whether this was a replacement part for the brand and model spa within our home, then I'd say they may have a point, that I should have investigated this more thoroughly However, the employee said it would work in our application It does not work.I expect a full refund for this product which is useless to me Because this item was purchased on the advice of a company representative, I do not expect to pay the 25% restocking fee.The seller's response to this complaint is not acceptable.Regards, [redacted]

We cannot waive the cancellation feeOur sales representation DID NOT guarantee the customer that the original plumbing from the "Old" CS Series Spa Pack with different model number will align up to the "NEW" VS Series Spa PackAll Spa Packs we sell, especially when it's a different model number, are meant for professional installation and for retrofitting (re-plumbing is required).We have reduced the cancellation fee to 15%This is all that we can do to help the customerAn RMA has been issued to the customer, and customer agreed to the RMA terms and agreement for the returnNOTE that the authorized returning items MUST arrived at SpaGuts factory in brand new condition, and without any scratches in order to be considered for any credit.Regards,SpaGuts.com

Customer called to placed the order on Wednesday, 9/27/2017. Once the order was approved, our Sales Representative told the customer that an Order Confirmation was sent to his email, and to make sure to go through the Order Confirmation to review the order, the shipping address, and to review... our Sales Terms in the email. Our Sales Terms includes the Returns Policy and Warranty information. The order was shipped on Thursday, 9/28/2017, and an email with the Tracking Number was also sent to the customer. The customer DID NOT contact the company back until late afternoon on Monday, 10/02/2017, at 4:10 pm near closing time, to inquire about the Returns Policy. Our Customer Service Representative informed the customer over the phone that the purchased item must be in brand new condition, never installed, there is a 25% cancellation fee per our Sales Term, the customer is responsible for the return shipping, and an RMA will be issued for the customer to approve and authorize the return. The customer did not like the 25% cancellation fee, and stated that this was never mentioned to him. Our Customer Service Representative informed the customer that the Returns Policy is in the Order Confirmation email that was sent to him on the date of the order to review, and our Returns Policy is also posted on our Website. Customer then requested to speak with the supervisor. The Manager later called and spoke with the customer. The Manager asked the customer if he had asked the Sales Representative to go over our Returns Policy during the time of the order. The customer said "NO", he did not. The Manager informed the customer that our Returns Policy is included in the email with his Order Confirmation, which he was told over the phone to review, and also posted on our website. The Manager also informed the customer if he had asked about the Returns Policy at the time of the order, we would be happy to explain the Returns Policy to him. After a long conversation, the Manager told the customer that we would help him by Reducing the Cancellation Fee from 25% to 20%, and said this would help him with the return shipping cost. At the end, the company did help the customer out.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Spaguts continues to make the same response to the request to return and receive a refund for a part their employee said would fit the spa application in our home They deny it, so we are stuck with a brand new part that does not adequately replace the existing part.We expect they will continue to deny our request or work with us in any way.We request the Revdex.com retains this complaint as NOT RESOLVED.The three pages of disclaimers and explanations Spaguts requires to be checked/signed is simply a way to abdicate responsibility for customer satisfaction.Their website contradicts this "Terms and Conditions of Sale" document, as about of consumers commenting indicate they installed Spaguts products themselves with assistance from Spaguts employees and not the "contractors or electricians" the company indicates should professionally install the parts.Continuing this correspondence is pointless as Spaguts has no intention of keeping this customer satisfied Apparently we are not alone in our struggles with this company as evidenced by websites full of complaints written by victimized Spaguts customers Regards, [redacted]

Our Spa Packs are made for retrofitting, and we recommend nothing but
professional installationEspecially when going from one Model Spa Pack
(CS Series) to a DIFFERENT Model Spa Pack (VS Series), we cannot
guarantee the original plumbing will line up to the New Model Spa Pack
which is
totally DIFFERENTThe VS Series Spa Pack has a different
controller box and pump on itBoth Spa Packs have the same outside
dimensions for space requirement under the hot tub, but the plumbing
connections are in different location
Per our Sales Terms, there is a 25% cancellation fee if customer would
like to return for a refundThe part must be in brand new condition, be
within the return period, and must be accompanied with an approved RMA
The cancellation fee has always been there on SpaGuts.com website ever
since The customer has been ordering from SpaGuts.com ever since
7/09/There are orders made by the customer, and every order
confirmation provided to the customer includes the Sales Terms that
states a 25% cancellation fee for all returns
Since this is a returning customer, we will waive the 25% cancellation
fee for an exchange onlyCustomer will need to contact SpaGuts Sales
Representative to determine what needs to be exchangedCustomer is
responsible for any higher price difference of the new parts, and the
shipping/handling fees both ways for the exchange

Customer agreed to our RMA (return merchandize authorization) Policy
prior to the return that states " If however, the defect is determined
by the manufacturer NOT to be a manufacturer’s defect, then I understand
that I will have the choice of whether or not I want the factory to
repair my
equipment and a repair estimate will be provided prior to the
equipment being repairedIf I choose not to have the equipment
repaired, I understand that I will be responsible for hour of labor at
$per hour which must be paid by credit card prior to my equipment
being returnedI understand that I am responsible for the cost of
removal, packaging and reinstallation, including any incidental or
consequential charges or damages that may occur."
*** ** *** *** *** *** *** ** *** *** *** ** *** *** *** ***
RMA INSPECTION REPORT: "Inspected the circuit board and found Jand J
black sensor receptacles are missing from the circuit boardLooks like
customer improperly removed both sensors from the circuit board, and
also pulled out both Jand Jblack sensor receptacles along with the
sensorsWe had to install new black sensor receptacles for Jand J
for proper operation and sensor connections (Not covered under
warranty)
We also installed the circuit board on a controller box with heater,
sensors, and water tested with a new pump, and it also works and allow
the heater to heat fineIt maintains the water temperature tooThe
topside panel displays the correct temperature, and all buttons are
working fine
Looks like an installation error, or incorrect power supply
Price is quoted for the replacement Jand Jblack sensor receptacles,
testing fees, and the shipping/handling feesOnce payment is approved,
the same circuit board will be ready for shipping."
Per RMA agreement, and the damage was found NOT to be a manufacturer's
defect, customer is responsible for the repair feesAnd customer have
already paid for the repair feesWe are sorry for we cannot waive any
charges or provide a refund for this repairThis is a field damage
caused by improper installation
Regards,
SpaGuts.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Company is correct that I returned the unit and accepted the RMA terms as that was the only way to get the unit back to the company.I wonder if the Company representative actually read my previous responseThey continue to imply I am saying that their representative guaranteed the location of the plumbing connectionsI DO NOT MAKE THAT CLAIM I claim we discussed at length the overall unit dimension and the sales rep confimed the overall dimensions were identicalHer satement was correct for the base plate, however what is different is that the pump for the new unit placed on a pedestal which creates a higher overall dimension preventing the unit to be placed under the Spa.I do not think she intentionally misled, just made a genuine mistake and didn't know or think about this aspectThe problem I have is that what the Company offers is that I pay for that mistakeI do not think that is correct. This has now been going on for quite some time and I propose that the company withholds 5% of the sales price from the refundThat way I will end up contributing about $for their error (considering refund and shipping and not the frustration and time spent on this issue)
Regards,
*** ***

According to the product warranty policy, the Topside Panel comes with a 1-year "LIMITED" warranty from the original purchased dateAnd the Overlay (Label Sticker) comes with a 90-Day "LIMITED" warranty from the original purchased dateNote that a "LIMITED" warranty has "Limitations" for what is
covered under warranty, and what is NOT covered under warrantyAnd we do see that the 90-Day "LIMITED" warranty for the Overlay has Expired on 09/07/Overlays are water resistance to "CLEAN WATER"The Clear Plastic Film peeling off the overlay indicates that there may be "EXCESSIVE" Chemicals or BAD Water Condition coming in contact with the overlay for a "Long Period" of time to cause the problemIt may also be due to damages from LONG EXPOSURE to Sun Light, where the Topside Panel should be covered after each useAt that this time the company is not able to determine the actual cause, because the customer still has possession of the partIt is also unfortunate that the warranty for the overlay has already expiredThe company DID inform the customer that we are happy to issue an RMA upon request to authorize the return of the Topside Panel with Overlay "Still Attached" for a warranty evaluationThis way the warranty department can help to evaluate and determine the cause of the plastic film peeling off the overlayBut the customer Declined the offer to return during the call on 01/09/(This offer is still available during the Topside Panel warranty period)And per company warranty policy, the company is NOT able to send ANY advance replacementALL warranty claims MUST be returned with an approved RMA for a warranty evaluationIf the plastic film peeling from the overlay is found to be defective by the company's service center, the company would be willing to provide a discount on the overlayBut if the cause of the problem is due to field damages, the company cannot offer any warranty coverageThis is now in the customer's hand to request a warranty return

We understand that a days return policy from the order date may be
short considering the shipping time and product inspection timeThis is
to give our customers notice that time is sensitive, and inspection of
the product should be done as soon as possibleAnd we do give our
customers an extra week or two as a courtesy, not written in our
contract, to contact us back for any returns, and still allow the
returnA delay of over months is NOT acceptable for any returns
The original order date is on 12/11/at 3:44:PM PSTThe order
was shipped the NEXT DAY on 12/12/And the package arrived to the
customer on Tuesday, 12/16/The package was delivered within days
from the order dateHere is the FedEx Tracking that records the
shipping time: ***
Informing the company months later that the product will not work for
their application, and would like to return for a refund is NOT
acceptableIf the customer contacted the company days or days
after the order date, the company would have worked something out to
accept the return
As noted on every page of our website and on every emails sent to the
customer, All electrical and plumbing parts we sell are intended for
installation by a licensed electrician or licensed contractorAny sales
or technical advise provided by this site or our staff may not be
construed to authorize or suggest anything but professional
installation
Customer ordered online himself, and also agreed to our online sales terms
We are sorry for we cannot accept any returns that is over months late
Regards,
Management
SpaGuts.com

After the RMA inspection report was sent to the customer on
1/31/stating that the pump works fine after being water tested
for hours, Customer sent us an email on 2/1/at 10:30:42AM
stating that there is a problem with the pump, and would like a
replacement without any
chargesSpaGuts then replied to customer's
email on 2/1/5:03:PM with the following:
The pump was water tested, and it works fineThe pump has no
problem starting at low and high speedIt also provides strong
water flow at all timesAnd there are no loud noise from the pump
Note that the pump was originally shipped with an attached 4ft cord
that had a J&J Mini Plug on itThe pump was returned with an
attached 28-inch cut cord that had bare wires on the end of the
cordLooks like the customer made a field alteration on the cord,
and performed hard wiring
*Possible problem with installation or loose wire connection on the
cut cord, a bad motor cord, inconsistent power supply to the motor,
a problem with the spa controller not activating both speeds, and
also a possible problem with water restrictionAll of these can
cause the pump to not work properly and make loud noises during an
improper operation.
SpaGuts will water test the pump again to make sure it still works
fineBelow will be the warranty after the second water test:
1) If the pump does have a problem after the second water test,
SpaGuts will update the RMA to send a replacement pump under
warrantyCustomer will only be responsible for the
shipping/handling feesWarranty does not cover shipping
2) If the pump STILL WORKS Fine after the second water test, the RMA
fees will stay as-is
**Please allow a few days for the second water test to be completed
The second Water Test was completed on 2/02/The second testing
report ALSO states that the pump STILL Works FineSince the
returned pump still works fine after two water tests, SpaGuts is
sorry for we cannot offer a replacement pumpAccording to the RMA
agreement that the customer approved online on 12/31/5:15:
AM, it states that if the returned item is NOT found to be a
Manufacturer's defect, the customer is responsible for at least
hour of labor at $per hourAnd the warranty does not cover
shippingThe RMA fees is posted at $for labor, and $for the
shipping fee
Link to customer's RMA agreement:
***
SpaGuts is willing to help the customer out by reducing the labor
fee from $to $The Shipping fee will stay at $Once RMA
payment is approved, the same pump will be ready for shipping
Reagards,
Management
SpaGuts.com

Customer ordered online himself the (*** Waterway In-Line
Filter System, sqft Cartridge with Bypass Valve, on 12/11/
3:44:PMDuring the order process, customer agreed to our online
Sales Terms, and a copy of the Order Confirmation along with the Sales
Terms was
emailed to the customer. See Link to Order Confirmation which
also records customer's IP Address:
***.
Section in the Sales Terms under CANCELLATIONS AND RETURN states
"all Equipment carries a calendar day satisfaction inspection
guarantee from Seller, calculated from the date of purchase and can be
returned unused, in the original packaging for a full refund minus a 25%
cancellation fee." Customer did not contact SpaGuts until 3/19/
8:21:AM to request a returns authorization to return the filter
system for creditThis is over months from the original purchased
dateAnd our website does not state anywhere that there will be a drain
connection on the filter systemOur filter systems are for
retrofittingAnd any returns are to be made within the return period
with an approved RMA (return merchandize authorizationSection in
the Sales Terms also states "The Buyer shall inspect the Equipment
immediately upon receipt and shall notify the Seller in writing to
obtain an RMA within calendar days of the order if the Equipment is
damaged or does not comply with any of the ContractIf the Buyer fails
to do so the Buyer shall be deemed to have accepted the Equipment."
Since it has be over months and counting, we CANNOT accept the return
for any credit or exchangeWe cannot be held liable for any delays by
the customer or their installer.Regards,SpaGuts.com