Sunbelt Spas

We have been in contact with this customer, he has failed to address the deck in the way of repairs and the fact that he has no labor warranty he has a 50% part warranty which we will honor, we need to address the trip fee and labor which he can choose anyone to do including sunbelt Spas however this time of year most companies are very busy and setting a date is sometimes three to four weeks out we will contact them again today and try to set a rate for repairs and a date if they choose to use Sunbelt Thank You : [redacted]

Revdex.com:Dear Sirs, I have reviewed Sunbelt Spas reply to the Revdex.com in reference to complaint ID [redacted] , and am troubled by the exaggeration of "3-4" attempts to address the defective workmanship in my spa, [redacted] ***.Sunbelt Spas responded only once with a technician sent to my home in March to drill additional holes in the spa in a failed attempt to compensate for the defective workmanship in the molding process.Sunbelt Spas has downplayed the poor workmanship, lack of quality control, and a defective product as a “pillow issue” The manufacturing defect prevents the spa cover from being able to close and seal the spa properly to prevent heat loss An error in the molding process created an irregular and shallow recess that will not properly receive the corner pillow, thus preventing a proper closing and sealing of the spa The additional pillow anchor holes drilled in the spa by Sunbelt Spas technician in March caused the pillow anchors to tear apart from the pillow because of the additional stress from the techs modificationsPictures were sent to Sunbelt Spas in an effort to help them see the serious nature of the problemSunbelt Spas did not respondSunbelt Spas has failed to respond to my many Email requests over the past (9) months to address the quality problems in their product.In addition, Sunbelt Spas has lost the confidence of their local dealer in North Texas who no longer sells Sunbelt Spas products[redacted] ***, of [redacted] ***, has advised me they have discontinued the Sunbelt Spas product line due to serious quality issues and poor product support from Sunbelt Spas.I have made numerous requests to Sunbelt Spas since my spa stadate in February in a failed effort to have my defective spa problem resolved I did not receive an offer from Sunbelt Spas to address the defective spa until I filed a complaint with the Revdex.com on 11/29/16.Sunbelt Spas sent an email to me on 12/2/in response to the Revdex.com complaint There has been no other communication from Sunbelt Spas with their action plan or plans to resolve the problem.This is a continuation of the same pattern of behavior that I have experienced over the last months You get a temporary glimmer of hope and then no follow-thru.The spa was purchased without sales tax as it was prescribed by my Doctor to address a deteriorating back condition as a result of a back injury while serving in the [redacted] *** The spa is for medically prescribed hydrotherapy as an ongoing therapy needed to improve my quality of life and mobility I am rated by the Veteran’s Administration as a disabled veteran with a service-connected disability as a result of my injury The spa was purchased as a medical device and not for pleasure, recreation, or entertainment Sunbelt Spas has not demonstrated a level of customer support of their product to respond to my needs to maintain and service with any degree of reliability or dependability to maintain my spa that serves as a medical deviceI have no confidence in Sunbelt Spas to provide customer support in a long-term relationship for this product, therefore, I reject the offer of Sunbelt Spas to replace the spa and request an immediate and full refund of my purchase[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 There has never been an issue regarding our deck and there has never been an issue regarding payment of labor fees The only issue is the non-response of this company to show up to scheduled repair appointments And as far as other companies coming to fix this spa, no other companies are willing to work on a Sunbelt Spa due to their inability to provide parts We are willing to pay reasonable fees for unwarranted labor but this has never proposed to us Regards,

we have completed all repairs on this unit, customer has called and e-mailed their satisfaction and claim they will let the Revdex.com know of their repair and remove complaint

After attempting to repair Mr***' spa a couple of times , Sunbelt will stand with our warranty which clearly states that we have the option to repair, substitute or replace any component of the spa including the shell , with one of equivalent value .At our discretion.I can send a copy of the warranty for your review if you wantNo problem. I am sorry the pillow can't be repairedSo we will replace the complete spa with a brand new one and deliver it to Mr***' house and remove the old spa.We will also replace his chemicals with a brand new set.No Charge.I have received an email from the Revdex.com stating that they were considering this problem as case closed.Is that not true?We are working on the new spa right nowThank you, Bob Merry Christmas

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 am attaching the resolution to this complaint.  Thank you for your assistance.
 
[redacted]

Dear sirs,  I have sent Mr [redacted] an email today in response to the ongoing pillow problem with the hot tub.Sunbelt has tried 3-4 times to correct the pillow issue and we have finnally come to the conclusion that we need to make [redacted] a new spa  that will be heavily scrutinized before...

shipping to him.We will exchange the spa at our expense with a brand new warranty and fresh chemicals.We have a very clear warranty and we always stand strongly with it.Thank you very much.Bob MarkitonSunbelt Spas

We have been in contact with this customer, he has failed to address the deck in the way of repairs and the fact that he has no labor warranty.  he has a 50% part warranty which we will honor, we need to address the trip fee and labor which he can choose anyone to do including sunbelt Spas...

however this time of year most companies are very busy and setting a date is sometimes three to four weeks out.
we will contact them again today and try to set a rate for repairs and a date if they choose to use Sunbelt.
 
 
Thank You :
 
 
[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.  
There has never been an issue regarding our deck and there has never been an issue regarding payment of labor fees.  The only issue is the non-response of this company to show up to scheduled repair appointments.  And as far as other companies coming to fix this spa, no other companies are willing to work on a Sunbelt Spa due to their inability to provide parts.  We are willing to pay reasonable fees for unwarranted labor but this has never proposed to us.
Regards,

Revdex.com:Dear Sirs, I have reviewed Sunbelt Spas reply to the Revdex.com in reference to complaint ID [redacted], and am troubled by the exaggeration of "3-4" attempts to address the defective workmanship in my spa, [redacted].Sunbelt Spas responded only once with a technician sent to my home in March 2016 to drill additional holes in the spa in a failed attempt to compensate for the defective workmanship in the molding process.Sunbelt Spas has downplayed the poor workmanship, lack of quality control, and a defective product as a “pillow issue”.          The manufacturing defect prevents the spa cover from being able to close and seal the spa properly to prevent heat loss.   An error in the molding process created an irregular and shallow recess that will not properly receive the corner pillow, thus preventing a proper closing and sealing of the spa.  The additional pillow anchor holes drilled in the spa by Sunbelt Spas technician in March 2016 caused the pillow anchors to tear apart from the pillow because of the additional stress from the techs modifications. Pictures were sent to Sunbelt Spas in an effort to help them see the serious nature of the problem. Sunbelt Spas did not respond. Sunbelt Spas has failed to respond to my many Email requests over the past (9) months to address the quality problems in their product.In addition, Sunbelt Spas has lost the confidence of their local dealer in North Texas who no longer sells Sunbelt Spas products.[redacted], of [redacted], has advised me they have discontinued the Sunbelt Spas product line due to serious quality issues and poor product support from Sunbelt Spas.I have made numerous requests to Sunbelt Spas since my spa start-up date in February 2016 in a failed effort to have my defective spa problem resolved.  I did not receive an offer from Sunbelt Spas to address the defective spa until I filed a complaint with the Revdex.com on 11/29/16.Sunbelt Spas sent an email to me on 12/2/16 in response to the Revdex.com complaint.  There has been no other communication from Sunbelt Spas with their action plan or plans to resolve the problem.This is a continuation of the same pattern of behavior that I have experienced over the last 9 months.  You get a temporary glimmer of hope and then no follow-thru.The spa was purchased without sales tax as it was prescribed by my Doctor to address a deteriorating back condition as a result of a back injury while serving in the [redacted].  The spa is for medically prescribed hydrotherapy as an ongoing therapy needed to improve my quality of life and mobility.  I am rated by the Veteran’s Administration as a disabled veteran with a service-connected disability as a result of my injury.  The spa was purchased as a medical device and not for pleasure, recreation, or entertainment.  Sunbelt Spas has not demonstrated a level of customer support of their product to respond to my needs to maintain and service with any degree of reliability or dependability to maintain my spa that serves as a medical device. I have no confidence in Sunbelt Spas to provide customer support in a long-term relationship for this product, therefore, I reject the offer of Sunbelt Spas to replace the spa and request an immediate and full refund of my purchase.[redacted]