Though this is a lot shorter period of time than many of the reports I have read about this company, I am at two months and astounded at the way this company advertises and operates. I only wish I had read this website before buying. It would have saved me hours of my life in phone calls, frustrations, and the risk of life or injury from their delinquencies.
The basic story is we purchased a backyard equipment for a kitchen from them in August thru their third part licensee in Houston in good faith based on CalSpas website. I am not sure the exact date the licenssee sent in the order but it was in early September I believe. The small items like sinks and a bottle opener came in a reasonable period of time. However the main items (a 5 burner convection grill and a pizza oven) to date have not been satisifactorily delivered.
Among the now approaching 2 months of delays I have been told everything from it will be there (given 3 different dates all turned out to be false) to "We do not know when it will come in".
When I asked how they could sell inventory they do not have and do not know when they will, I was told they get a "big crate" every week and whatever is inside they send out to pending orders. This appears to be a Christmas morning inventory system and at the very least poor management of product.
When we finally received our grill last week we discover that though it is supposed to be Natural Gas, they built it with both natural gas and propane orifices. This means certain burners when turned on dispense gas into the air but are incapable of lighting by the grill. This produces natural gas clouds in my backyard. Even though turned off after "failing to ignite 3 times" they built a grill inherently dangerous and exposed my family to risk. When I have called on this point, I get the run around. A lot of "let me look into this" and "your dealer has to call us" and my favorite "we do not owe you any answers as the contract is with your dealer" (funny I called about their product) All answers appeared scripted.
The pizza oven is even worse. It was supposed to arrive at three different dates and arrived on none of them. It too arrived last week and though the box said natural gas oven on it. The product inside was propane. When Cal Spas was notified immediately by my dealer, the said they would overnight a part to convert. The part DID NOT arrive. We called back and the stated they shipped to somebody else by "mistake" They stated they would reship and what they sent was not for a oven conversion.
They continue to give run arounds and mocking and daring me to file suit. Peggy in their parts department said she cared less if she was mentioned in the complaint and openly encouraged me to obtain counsel. She was of no use to resolving the issue and did not exercise any interest in resolving basic questions. Her answer to EVERY question was "ask your dealer". My questions were about Cal Spa specifically. Where is this built? Why do you not know when something is coming (inventory), what is your address for legal notice, where is my part, etc...
Please, avoid the hassel of dealing with a company that has shown 0 interest in working with the end user of its products. It advertises good and superior customer service but in my case has provided neither. They have provided superior ability in dodging responsibility, direct questions, and deflecting all issues.
Every person I speak to when they see my backyard, I tell them my story in hopes it will spare at least one them the nightmare of this. I have flammable gas appliances in my yard with CALSPA name on them that are negligently built, mis labeled, and exposed my family to danger and their concern so far has been non existent. I truly hope this company corrects itself or is out of business before their products hurt someone because they apparently build at least some of them with quality checks.
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