I purchased a complete Spa Package from Spa Guts in May and felt good that it had a nice 2 year warranty. I had to return a 220 Volt SD Waterway pump/motor to them in January of '08 at my expense-$35.00-UPS! I patiently waited a few weeks and got an impersonal email telling me that the motor had no factory defects and that the damaged capacitors, impeller, shaft, seals etc. Had been damaged by "water imbalance" and "improper water treatment"...
I am 62 years old and have had a spa and swimming pool for over 25 years and know how to treat my water with proper chemicals. We live in Limestone County-does that tell you anything about our water makeup??? This pump/motor unit should've lasted at least as long as their warranty and this customer feels that since it has been returned to them to analyze in THEIR environment, that it is convienient to " blame" the customer for any warranty problems. Their CEO-Mike Whitley-makes a grandiose statement that he is proud of the products they sell and the level of service they provide in his testimonials section of their website.
I do not feel "loved and valued" at this point of the situation. I emailed my concerns to their service department and have not recieved ANY response to this date. I'd be happy with a used one at this point, but they wanted to charge me $170.00 to repair the "old" one and even suggested that I buy a new one. Right... What has happened to companies today that they can't or won't try to satisfy a previously happy customer that has been content with their product up to now. Any help will be appreciated. I would like to have resolved this in a civil manner. But I have no choice but to ask for help. Thanks in advance!
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