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Complaint Details
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Initial Complaint
19/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On our about the 6th of November my hot tub stopped working the company mentioned above was contacted and a service rep ****** showed up and I was told the heater in the tub needed to be replaced. **** disconnected the broken heater and put the tub into a mode where the pump circulated the water to not have it freeze up. On November 23 **** returned with the new heater only to find that they had ordered the wrong one. The tub was left circulating. On dec 5 **** returned with the proper heat and installed it and said the tub was all good and set to 104 Celsius to heat up. Through this whole ordeal I was working the night shift and retuned home in the early morning of the 6th of December to find the power and breaker off on the hot tub. I phoned and left a message at the business that the tub was off and would not reset. **** returned that morning to say that the heater part that they had put in had failed. He and ******* the service manager told me that even though its not common this dose happen with parts sometimes but not to worry it was cover under a 60 day warranty. I was then told that my hot tub pipes we frozen and that **** could not take the heater part out until the hot tub was unthawed and that this was my responsibility they asked if I had heaters to put in the tub but none would fit and if they ******* I would have to hoard the tub in and keep an eye on it so it wouldnt catch fire. I had not the time or the heaters to defrost the tub. In the time required. I was told I could by heaters at ******** But I live in the country and didnt have time due to work. The hot tub indeed line to the pump cracked and now the tub is unusable. On dec 16 I finally got done work and defrosted some fitting to get the failed heater out. But the fitting are still cracked and need to be replaced. Im not sure how a failed part supplied by a company that freezes my tub and makes it unusable is my responsibility!!! Im would like some accountability.
Business response
06/01/2023
We have ******** our response to this customer inquiry in a PDF format, as this message box allows only **** characters to be entered and the response is greater than that. Thank you.Customer response
10/01/2023
Complaint: ********
Once again I was informed by the **** that the heaters would have to be monitored as to no start a fire. I had to go to work and my daughters are all under age and not capable of supervising this task. The tect informed me it was my responsibility to defrost the tub as it was not their fault. Because I had no time this is why I had the drain what they could from the tub so the whole body didnt crack! The only thing I wish from this shady out fit is to pay for the repairs to get my hot tub back to original condition. I do not wish for them to do the work just pay for services! What kind of business that deals with water and pumps in ****** doesnt have adequate equipment to deal with this??
I am rejecting this response because:
Sincerely,
*****************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.