The Spa Depot Inc

Complaint: [redacted]I am rejecting this response because: The heater element never work and consumer explained it was installed and did not function. Customer service did accept for me to return product for checking conditions. The product malfunction due to quality of water was not proven by Merchant and not accepted by consumer. I was willing to do exchange for other product but Merchant failed to give discount quote and stay silent til now.  customer service shut down online contact with customer, kept the defective product and never managed to resolve issue with customer. There was no disclosure of exchange discount and Customer service stay mute on issue after WFB inquiry was conducted. I waited for an open dialog with Spadepot. com but never happen. The product was defective as sold and returned within the 30 day term policy. please advise on 100% refund of purchase from SPADEPOT.COM. THANKS.Sincerely,[redacted]

At Mr. [redacted] request on 8/7/15, our Senior Tech Mark offered to take the product back and provide him a refund.  Since then we have received communication from Mr. [redacted] indicating his intent now is to keep the unit.  I consider this case now closed.
 
Thank you,RandyCustomer Care Manager

On March 5th 2015 Mr. [redacted] ordered a Duratherm cover on our website spadepot.com. This cover was picked up by the freight carrier for delivery on March 31st 2015.
On February 29th 2016 Mr. [redacted] sent an email to [email protected] stating; “I am having issues with water collecting in the cover....

When I unzipped the cover I found water collecting inside and noticed the plastic was ripped. I have attached pictures for you to see the issue.”  [redacted] responded asking for some more pictures and asking what chemicals were used in the tub.
March 2nd 2016 [redacted] from The Spa Depot responded to Mr. [redacted] stating; “I can see on the cover that there is fading on the edge of the hinge. This is an indicator of chemical damage, which can occur when using most chemicals in over time (especially bromine). Usually chemical damage is not covered under warranty.” [redacted] also asked for a few more pictures for submission of the warranty claim.
On March 3rd 2016 [redacted] at The Spa Depot submitted the cover for warranty with the manufacturer.  The manufacturer responded on March 4th 2016 with; “Are the foam panels heavier than they were when customer received his cover? if yes then customer must replace foam panels, If not, there is a way get this fix, we can send you the wrap (no cost), customer would have to unwrap the old one from panels and replace it with the new wrap using duct tape. Also we suggest for customer to adjust Chlorine levels in order to avoid this issue in the future.”
Mr. [redacted]’ cores are both heavier than when they were purchased so they have had water absorbed into them. To which the manufacturer replied; “Unfortunately this is not a warranty issue so customer will have to buy new foams.”
On March 7th 2016 [redacted] from The Spa Depot informed Mr. [redacted] that per the manufacturer the cover would not be eligible for warranty due to the manufacturer’s findings of chemical damage. At this time [redacted] offered a $75 discount on the purchase of a new cover. This discount can be used for replacement cores.
On March 8th 2016 Dustan the Operations Manager for The Spa Depot informed [redacted] to re-submit the cover for warranty. This re-submission was also declined.
Replacement Cores cost $100 and shipping from the factory to Mr. [redacted] is $125.50 for a total of $225.50. We are willing to split the cost which would be $112.75 for the new cores to be made and sent to Mr. [redacted] to help resolve this issue.