Almost two years after owning the Fiesta Atlantic, nine of the jets fell out. I called Cal Spas' headquarters, and spoke with Sharon Hurd on June 12. I was calling to see if I could purchase new jets, as the plastic on my jets was broken, and needed to be replaced. Sharon told me that due to the old jets using inferior plastic, the company would replace them for free. All I needed to do was fax over a copy of my sales agreement and my warranty, and ship the jets to her attention.
On June 19, I faxed over the items requested. I also shipped the jets to Sharon's attention. I followed up the next day, and yes she had received the fax, but the warehouse couldn't find the jet delivery. I gave her my UPS tracking number, which on the UPS website showed Cal Spa as accepting my package.
Two weeks later, I call Sharon again (no call from Cal Spa). She tells me the warehouse is still looking for the jets—Cal Spa needs to verify that the jets were indeed broken due to using substandard plastic. When I asked what happens if they don't find the shipment, she tells me that she will have to replace the jets "in good faith".
Another week goes by, and Sharon calls to tell me that the warehouse definitely received my shipment (I knew that), but can't find the box. What kind of jets did I need replaced? I told her that six of the jets were stationary, and three were spinners. She says she needs to talk to the engineers to get the part numbers of possible jets (10), and she will e-mail me the part numbers, which I can look up on their website to confirm which jets were like mine.
Two weeks later, I call her asking for the e-mail. The engineers are still working on the part numbers. It is now July, and I still don't have my replacement jets.
I e-mail Cal Spa from their website, asking that my e-mail be forwarded to Sharon Hurd. No response. I call again on Tuesday, August 5, and discover that SHARON HURD NO LONGER WORKS THERE! So I speak with Peggy Hamblin, who can find NO RECORD of my complaint. She is also surprised that Sharon offered the jets for free, and can't guarantee the same. She asks me to fax over my sales agreement and my warranty, and a copy of the UPS shipping receipt, and tells me she'll see what she can do. I also fax over (all on Aaugust 6) my copy of my original fax cover (from Kinko's) to Sharon to show that I was in contact with Cal Spas since June. I have not heard back from Peggy, not even an e-mail acknowledging receipt of my fax.
At this point, Cal Spas should give me the jets for making me wait so long, and for having such incredibly poor customer service. I will NEVER recommend Cal Spas to anyone (even though in every other respect I love my spa).
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