Sunset Bay Hot Tubs Ltd. (Regina)

Complaint[redacted]We identified a problem with our hot tub in August, 2014. The issue was covered by an existing warranty. It appeared early that the problem could be solved by the trade in of our tub, and upgrade to a new tub with one year warranty. When we attended to finalize purchase, and pay, [redacted] stated that there would be no warranty on the new hot tub. We then decided to just have the old one fixed under warranty. At that point [redacted] would not return any phone calls at all. We eventually returned to the store to express our frustration.Emails were started and eventually dialogue resumed. [redacted] stated he would take care of everything, and new parts for our hot tub would be ordered, and the service guys would attend our house to make repairs. Summer turned to fall, emails and excuses abounded. [redacted] said that the service guys would now remove our hot tub to the shop due to the weather, and fix it there. I asked about the amount of room they would need to get the hot tub out of my yard, and then took down a portion of my fence in the fall. Again excuses abounded and it would appear that somehow the order disappeared, or sent to the wrong place. By mid winter it appeared that things were finally moving forward, and we drained our hot tub assuming that it was going to be fixed. Finally in March [redacted] came to get our hot tub. [redacted] obviously thought we were dummies for having this hot tub fixed, and asked why we didn't choose the option of upgrading to a new tub, and the one year warranty. We replied that we had, but then [redacted] told us that we would not get the one year warranty. [redacted] replied that was funny because that is the standard deal they offer everyone in our situation. I have emailed [redacted], and spoke to [redacted] since our tub left our house. Neither one will provide an ETA for repair. [redacted] Desired SettlementI feel I have been professional and I have taken every opportunity to meet [redacted] half way or more to resolve this issue. [redacted] I am very disappointed, after talking to [redacted], that we were not offered the same deal in replacing our tub that everyone else was. I am very disappointed that I have to make this complaint in order to have warranty work done. I am very disappointed that I would be treated this way. What type of settlement would make this right? I would like to be treated fairly. [redacted] Business Response When it comes to this case, customer has had his new spa for a month now. When the warranty process started I told the customer it would be handled and as there was only a blemish in the acrylic to use the spa as they normally would.They called and said they were going to drain the spa and remove the fence, I told them not to as I didn't know when the new spa was going to be in and with our weather in fall and winter the swap could be a issue. The warranty claim was acrylic blemish and the customer now has a new shell plumbing cabinet and because the chose a new cabinet finish we gave them a new cover to match the new colour.As far as I am concerned this has been completed.[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)There is no use continuing this course of action. [redacted] refuses to acknowledge the issues or even admit there is or was a problem. [redacted] appears to suggest that a 7 month wait for warranty work for a "blemish" is normal. Not returning emails or phone calls is normal. I would hope that I am not so dumb to think that my removing a piece of fence in the fall could speed up the process, when told by [redacted] not to. I was told to get ready for the tub to be removed. We did not pick a new color, we asked for a similar color to our original blue and grey. We got brown, which is ugly. I have no idea why we were treated this way, [redacted] has never initiated a phone call to us through out the whole warranty process, we had to phone or email numerous times to get any kind of answer, and more then once the answer was " I will get back to you" which then never happened. The tub was not blemished, it was delaminating according to [redacted]. We did not cause this, we were not reckless , and we have been professional through out this process. Obviously this will not and cannot be resolved, as [redacted] stated that he considers this finished.