Spas2Order.com

For warranty claims, we need the part to be returned with an approved RMAWe normally complete the RMA evaluation process within WEEK from the part arrival dateIf the returned part is found to be a manfacturer's defect, a replacement will be provided

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 10/04/2017. 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 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]

Per the Sales Terms that the customer agreed to when checking out online to purchase the heater, refunds are ONLY for parts that are in brand new condition and never installed. Once installed and powered up, the product can ONLY go through a warranty claim. This is what the customer agreed to upon purchasing the heater. Purchase agreement is on file showing customer's computerr IP adrress, timed stamped and dated, and a copy is also in customer's email. We have already issued an RMA on 5/25/2016 to authorize the return for a warranty claim. The customer just needs to approve the RMA, and follow instructions for the warranty return. If the heater is returned with an approved RMA and indeed found to be a manufacturer's defect at our service center, a new replacement heater will be provided. We also don't sell used or refurbished parts.

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 email. That was it. No one said to review anything. Also 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]

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 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.
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.If if my complaint is not valid, why has the description changed with clarification that the transformer is in fact 110v input voltage?This is poor business practice and I surely hope the Revdex.com finds that is am correct I'm my complaint!I am not out of line expecting a refund in this matter.   The description change on your web site proves it!the original description made no distinction between unit input voltage and the transformer input voltage.  Lying on the Revdex.com website is no way to do business.
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 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 same. It 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 spa. The 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 basis. The high humidity might be a big cause and putting the same controller as I currently have is asking for problems. Considering 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 fee. I will pay the return shipping costs. I do need the RMA code to ship it. 
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.
Not acceptable. My technician is certified and has stated in writing the heater is defective (no power). We installed our old heater and it works fine which is irrefutable proof the heater was defective. I paid $45 to have a faulty product shipped to me. I do not have any faith or confidence in this company. They can have their heater back and do all the tests they want on it, I don't care. I don't want a replacement. I want a refund. I also have reason to believe the heater was not 'new' as they claimed but refurbished. 
Regards,
[redacted]

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 man. I understand businesses have policies in place for a reason. There 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]

We are sorry for the problem that the customer is experiencing on a new product upon initial installation. Looks like the problem may be the buttons on the topside panel that may have became sensitive in the field. Per our warranty policy, the topside panel needs to be returned to our service center...

for a warranty evaluation to determine the cause.An RMA have already been issued to the customer to authorize the warranty return, which the customer have already approved. We are also monitoring the return, so that the RMA package gets in front of the line for an evaluation once the requested item arrives. If found to be defective at the service center, we will replace with a New Topside Panel, since it is a NON-Repairable part, and get the replacement out to the customer as quickly as possible. And if a copy of the ground commercial shipping receipt is provided, and the part is reported as defective, as stated on the RMA  we will also reimburse the customer for the return shipping cost (based on the ground commercial shipping receipt).

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 acquire. If 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]

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 30 of 77 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]

Management have also spoke to customer regarding this. We 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 return. We verify
packages through our computers on a normal basis if the mail courier
allows the extra time. Due 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 package. Instructions on our RMA Agreement is written in
Bold to avoid these type of rejections.
We also see that customer wrote down the wrong return address. Possibly
the package was delivered to the wrong address, and it got rejected by
the wrong delivery location. Our return address as specified in the RMA
agreement is [redacted]
Note that the actual purchased price of the returning items is $207.89, not $400.
When a customer request to speak with a manager, the manager was not in
the office at the time. Once 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.I obtained a working part from another supply house that actually works. This company should be removed from the Revdex.com listing or given an overall F for their lack of customer service and unwillingness to stand behind a defective product.
Regards,
[redacted]

Customer ordered online himself a Non-Returnable part for use on a differnet application other than what the part is intended for. As described on our website, the transformer with part number 30274-2 is the replacement Balboa transformer assembly for a Duplex model Balboa Circuit Board with 220V...

power supply. And the installer is to follow the original  wiring diagram for the Duplex model Balboa circuit board to install the replacement transformer. When speaking to the customer over the phone, the customer did not read the part description, and only purchased based on the part title. When 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-Returnable. We cannot accept the part for any refund. But 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 below.
See all prior correspondence.  The heater was packaged in a box only and did not have any protective wrapping -- I suspect it was refurbished and not new as indicated.The part did not work upon installation.  The company states they will not accept the diagnosis of my technician however, the mere fact that my OLD heater worked when reinstalled is proof that their heater was defective at the onset.  You can not asertain the effectiveness of a product unless you use it so voiding any refund simply by installation is a violation of my consumer rights to ensure that product I have purchased works effectively.  It is also possible that this heater was not compatible with my hot tub as I have been told by another technician.  The Hot Springs Hot Tubs are serviced only by Watkins heaters which I understand have a patent on them so it is highly possible and probable that this heater did not match the specifications required by my hot tub.  Having said that, I sent a picture of the heater to Spa Guts and was assured this heater would work in my hot tub however, there is a good possibility I was misinformed and provided with the incorrect heating product.  If such is the case, I would be entitled to a FULL REFUND, including all of the shipping costs incurred.I do not want a replacement from this company.  I do not believe the product is new, nor do I believe any inspection of my heater would be done with integrity.  I have since read numerous complaints about this company and I am not the first to question their policies or ethics.  I want to return the heater and get a refund of the price I paid for it.  I will ship it at my cost but I want the full cost of the heater refunded to me.  I am prepared to take this as high as I can including the media, including social media, and any Federal Court that has the capacity to deal with such matters.  I will not stop. I will not relent.  I will not give up.
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 refund. The part is also a Non-returnable part that customer agreed to during online checkout. Our 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 condition. The 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 6/10/2016 in order to be accepted for any refund. Customer is also responsible for the return shipping.

Customer purchased the optional replacement heater online herself, and agreed to our Sales Terms and Warranty Policy during the check out process. Purchase was made on 3/21/2016. The heater was shipped on 3/22/2016. And the heater was delivered on 4/04/2016 via USPS Tracking [redacted]. The...

heater was being shipped from California, USA to Ontario, Canada. Our 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 10 working days." But the heater arrived to the customer in less than 10 working days.Our Refund Policy, as stated in the Sales Term agreement, is 30 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 up. We even provide a courteous extension for the return based on the delivery date. The customer is well OVER the 30 days return period from the original purchased date, and also OVER 30 days from the delivery date. PLUS the heater was installed and powered up, which the heater is now considered used. We 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 date. We can only offer a warranty claim for the heater, since it is USED and also OVER the returned period. An RMA has already been issued to the the customer to approve and return the heater for a warranty claim. Per our Warranty Policy, we are not responsible for the warranty shipping cost. And 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 center. NO refund will be offered for warranty claims. The heater will be tested at TWO service centers. The heater will be tested by the original heater manufacturer, and then also by SpaGuts.com. If one OR both of the companies finds that there is a problem with the heater, then we will provide a replacement heater. If 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 installation. The 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 testing. We cannot provide a warranty decision based on the customer's spa technician's field evaluation. But we can consider the feedback from the customer's spa technician evaluation to allow a warranty return. NO refund will be offered for warranty claims.