On July 1 my wife and I purchase a Genesis Pacifica spa from CalSpas in Grand Junction, Colorado after having to reorder the spa because the company ordered the wrong one originally the spa was delivered on August 15.
On July 6 two cracks in the shell were discovered during cleaning. After contacting the dealer in Grand Junction they sent a maintenance man to examine the crack, he looked at the crack turned the spa on it's side and said the concrete pad was not entirely level. The pad was level. The dealer refused to cover the crack and we repaired the spa ourselves.
One year later in 2002 the shell continued to crack after over 30 cracks the spa became unuseable. We now have a $5453 paperweight in our backyard. During this year the dealer went out of business so we were forced to contact the home company in Pomona, California.
We sent them a letter along with pictures of the pad, spa, and cracks. The customer service department gave us the run around for over three months when they finally notified us that the warranty would not cover the shell.
Now two years later a customer service representative from CalSpas contacted us to say they were reevaluating the claim. After sending them more pictures and numerous emails between them and us they have once again refused to make good on the warranty.
They stated that a pre-inspection should have been preformed and the information needed to be oked through the warranty department before anything was done. Their dealer did not do this and we were not made aware that it needed to be done. It is not our fault they let anyone run one of their franchises. This franchise went out of business because of the complaints made against them but they refuse to honor their warranty.
According to their website they state that their business philosophy is that their vision goes beyond just the product but to their service and reputation. Obviously this is a false statement.
This has caused a great deal of stress for my family and we hope no one else has to go through what we have gone through.
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