The Spa Depot

Complaint: [redacted] I am rejecting this response because: I have not installed the flow switch, after making a couple of adjustments to the pressure switch the unit has been functioning properly for a week or twoI think this indicates the pressure switch is or was defective / stuck or there is some other problem with the unitMore importantly, the are not listening to my concerns just telling me what to buy and doIf I hire a plumber and electrician to install this switch, that I do not want, it will cost several hundred dollars They have not contacted me several timesAfter eight call to them, Mark called once and than sent two e-mails asking me how the flow switch was working, Since the flow switch had not yet been installed there was no reason to respond This company is not listening to their customer, even though the unit works I want to return it and the flow switch for a refund because any future problem will not be handled in an appropriate manner eitherSincerely, [redacted]

On March 5th Mr [redacted] ordered a Duratherm cover on our website spadepot.comThis cover was picked up by the freight carrier for delivery on March 31st On February 29th 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 rippedI 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 [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 hingeThis 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 [redacted] at The Spa Depot submitted the cover for warranty with the manufacturer The manufacturer responded on March 4th 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 tapeAlso we suggest for customer to adjust Chlorine levels in order to avoid this issue in the future.” Mr***’ cores are both heavier than when they were purchased so they have had water absorbed into themTo which the manufacturer replied; “Unfortunately this is not a warranty issue so customer will have to buy new foams.” On March 7th [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 damageAt this time [redacted] offered a $discount on the purchase of a new coverThis discount can be used for replacement cores On March 8th Dustan the Operations Manager for The Spa Depot informed [redacted] to re-submit the cover for warrantyThis re-submission was also declined Replacement Cores cost $and shipping from the factory to Mr [redacted] is $for a total of $We are willing to split the cost which would be $for the new cores to be made and sent to Mr [redacted] to help resolve this issue

“On 6/3/Mr [redacted] submitted a product review onthe Belize e850LThis review did meet our guidelines and was published on ourwebsite.”

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

5/22/Mr [redacted] ordered a heater assembly from Spadepot.comThis was backordered until 06/04/ On 6/22/Mr [redacted] contacted The Spa Depot to get an RMA number for a return of an unused item 6/23/Mr [redacted] was sent an email stating “We can accept the return of the item or items if they are in new, unused conditionThe return authorization number is: **RMA[redacted] **RMA number must be written on the outside of the package for the return to be accepted**Once we have received your return we will credit your account, less a 10% restocking feeThe credit will appear on your account within days of return receipt.” To which Mr [redacted] stated on 6/23/“this is the issue in returning the Heater Assembly, High-limit/pressure switch, $The heater was installed and noticed it does not fix the repair neededRequesting RMA on the heater productI need the Easypak air system, SKU EP120, $PLEASE ADVISECAN WE NEGOTIATE A CREDIT ON THE RETURN OF HEATER TOWARDS THE PURCHASE OF THE EASYPAK 1200AIR SYSTEM?” On 6/23/The Spa Depot informed Mr [redacted] that “In order for you to receiving possible credit towards the Heater Assembly you must return it using the information provided belowFurther, we cannot negotiate credit until the item has been received by our supplier.” Mr [redacted] at this point Mr [redacted] rated the correspondence as “Good, I’m satisfied.” On 7/29/Mr [redacted] contacted The Spa Depot stating “regarding RMA100460, DATED JUNE 29, 2015, order#1701158, HEATER ASSEMBLY, HIGH-LIMIT/PRESSURE SWITCHSILENT ON ISSUE IS BAD CUSTOMER CARE RELATIONSPLS ADVISE ASAPEL NINO WEATHER HITTTING CAL SOON AND WILL CAUSE DELAYED REPAIRS.” A senior technician from The Spa Depot contacted Mr [redacted] on 7/29/stating “Based on the photos we received from our supplier, the heater failed due to poor water quality in the hot tubThe poor water quality caused the element to rustFailure like this is not covered under the warrantyI will find out the cost to repair the heater, and let you know as soon as I receive that informationI should be able to get back to you today.” Mr [redacted] replied “Quality of product deemed very poor for easy failure due to water qualityProduct should have some rust proof quality since it is subject to water conditions to functionCUSTOMER DOES NOT ACCEPT YOUR WARRANTY TERMS AND POOR PERFORMANCE OF THE $339++ PRICE TAG ON THE PRODUCTCUSTOMER WILL NOT REPAIR PRODUCT AT AN ADDITIONAL COST AND ONLY ACCEPTING 100% RETURN OF PRODUCTSTOP THE HASSLE WITH THE DEFECTIVENESS OF PRODUCT AND REIMBURSEMENT DEMANDED.” The Spa depot then emailed Mr [redacted] stating “I am sorry again for the trouble with the heaterSince the heater did not fail due to manufacturing defect, it is not covered by the warranty If you are still interested in ordering the EPplease let me knowWe will provide a discount for that control system.” After this exchange Mr [redacted] filed a chargeback with his credit card companyThis was all explained to Mr [redacted] ’s credit card company, and the credit card company stated they would be in contact with Mr [redacted] for final resolution This situation comes down to Mr [redacted] returning a unit that was not in usable condition, and was deemed so by the manufacturerWe clearly stated in the first correspondence with Mr [redacted] that the return would need to be in “new, unused condition.” We offered to give Mr [redacted] a discount on the part that he wanted to return the heater for, but this was not accepted by Mr [redacted]

Complaint: [redacted] I am rejecting this response because: The heater element never work and consumer explained it was installed and did not functionCustomer service did accept for me to return product for checking conditionsThe product malfunction due to quality of water was not proven by Merchant and not accepted by consumerI 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 customerThere was no disclosure of exchange discount and Customer service stay mute on issue after WFB inquiry was conductedI waited for an open dialog with Spadepotcom but never happenThe product was defective as sold and returned within the day term policyplease advise on 100% refund of purchase from SPADEPOT.COMTHANKS.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

The return policy and the RMA email that is sent clearly says; **Please Note**: Any products returned that are not in original resalable condition will be discarded and no credit will be issuedHere is a link to our return policy for your convenience The filters were returned dirty so we could not grant credit in this caseThis includes wet filters that have been dried and still smell of chemicals from even a brief instillation into the hot tubWe do apologize if he felt that our interactions were coldWe at The Spa Depot strive to provide the best possible customer service at all times

Complaint: [redacted] I am rejecting this response because: Dustan stated the spa would be fixed in place and money would be taken off , However to date no money was credited back to my credit card, and nuvision the place dustan contacted to fix spa ,A lady by name of Jennifer said tech would look at spa, Never said spa would be fixed! Hard to take Dustin seriously when no money is credited back to credit card, that can be done immediately and has not been done,this is one big run around game by spa depot and im not happy!!!! I want spa depot to pick up spa and issue me a full refund ASAP!!! Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The vendor's photos do not reflect the status of the pump I personally packed and mailedAttached are photos of the old pump (made by same company) purchased approximately years agoIt shows no rust despite undegoing Michigan winters, sitting outdoorsWater has gone through it along with chemicas No visible damage or rust The vendor photos would not hold any water The photos do not show the full pump but simply zero in some rusty spots that make me wonder weather I am being given the run around because of my age, disability and Hispanic last name How can a quality pump get rust in days, mostly inside a box?The older (years old pump, see attached photos) look better than the alledged "new one." Hard to believe The old pump also shows my past practice of using tape to seal connectionsThe old pump also shows wires and not four as the one sent me.Another concern, the photos of the old pump, taken next to Mother's Day Sunday paper to document authenticity, displays a larger sticker "Made in the USA" while a closer observation on the extreme lower end of the same pump there is a metal tag: "Mexico" Try to explain that without canned responses of technicalities to keep the money of hard working senior citizens This is not a matter of money, and a matter of principleHow can Spadepot defend the quality of a pump and the credibility of its argument that a wet end of a hot tub pump rusted in approximately then days mostly inside a box?! I am asking for my refund for the full ammount minus the two rubber pieces ordered separately Sincerely, [redacted]

I, Dustan the Operations Manager at The Spa Depot have been in contact with Mr [redacted] about this issueI did state that I would have the tub fixed in place, or if it could not be fixed in place the tub would be replacedThis resolution was agreed upon by Mr [redacted] I also stated that I would refund some of the purchase price for the hassle of the damaged tubI have not issued a refund as of yet because the process is not completeOnce the process is complete and Mr [redacted] has a tub that he is satisfied with I will be more than happy to discuss compensation for the troublePer the terms and Conditions signed by Mr [redacted] at the time of purchase there will be no full refundOur terms and conditions are as follows; “Customer credit card is charged once order is placedOnce production has begun, orders cannot be cancelled nor monies refundedSpas are not returnable, except under the terms of the warrantyCustomer shall be responsible for all freight charges associated with warranty claims.” Damage happens when shipping anything and we are fully aware of thatThe Spa Depot also understands the frustration with receiving a product that has been damaged when you want to use this itemWe do everything in our power to make this process as quick and painless as possibleIn this case The Spa Depot is working with the manufacturer, and an outside company to repair this tubSchedules need to be made and unfortunately this does take some timeWe are working as quickly as possible and updating Mr [redacted] My last contact with him was the day before this complaint5/30/