To: Whom This May Concern
From: Paul and Carrie
Date: 4/5/05
To whom this may Concern;
I am writing this letter to address a SERIOUS issue we have had with one of your spa's. When looking for a spa we decided to go with Acrylic spa's due to length of service in the valley and the size and reputation of your organization. We realized that making this investment was going to be a BIG one, but if we were going to do this we were going to do it with a large company who could back up their products. Since we have been dealing with your company, we have NOT had the level of service nor the level of reputable dedication you advertise. I m going to detail our concerns in efforts to gain immediate resolve so we can once again use the spa we have used 5 times and have spent over $10,000 to enjoy.
I purchased the best spa you have available (serial number zn146211) in October. When we started this project, we had a blank canvas (NOTING in the back yard) to build our backyard anyway we chose.in doing research, we found that your company built these spa's in ground for a much cleaner look to the landscape.in addition, your management crew who sold the spa to us indicated that you had done these 100's of times and that this was a much nicer way to go. So with this in mind we had our landscaping specially designed to have the spa in the ground. My concrete company (Bowman Architectural Concrete) went to the store and meet with the store manager to ensure he had the measurements and the appropriate info to build a concrete slab/leach pit/drain/access area for the spa.
Both the store manager Scott and the Assistant manager John came out to my house prior to the spa being delivered or installed. Neither party ever indicated that there was not enough access room in front of the spa to perform repairs should they need to be performed down the line. The only comment made was how nice the design layout was. This would have been the IDEAL time to address the access space in front of the spa, which we are now told is to small for a person to gain access to for the repair work.
(NOTE: Several people have been our to work in the space to replace electrical work done incorrectly by your store manager)
1. The assistant manager John came out a week prior to the spas delivery and complete all of the electrical work in which I paid him a check in the amount of $933. He also came back after delivery and connected all of the electric to the spa. At which time he worked in the access area of the spa to hook up all of the electrical items needed.
2. The following week the Spa set up guy came out and set up the Ozinator in the spa and was able to work in the access area of the spa.
The day my spa was delivered I received a call from the main office from a Manager by the name of Ramsey. Ramsey said my spa was damaged (had a hole in it) and they were going to deliver it and then come out and fix it later and they would also give me a store credit. They told me to store it in the garage until my husband came home and then they would come back the next day with a crane and place it in the hole. The next day they came out and placed it in the hole. When the employees came out to help the crane company with it they never said anything about the location the spas was going into and in fact commented on how nice it was. They also told me how my spa was damaged at their warehouse which was due to their forklift being broken on the left side it punctured a hole in the spa. Again, another opportunity to make us aware that the hole that was dug would not accmodate future repair work. At this time we could have made the necessary changes, BUT NO ONE indicated anything and the spa location was built with the recommendations and specifications given to use from your store.
Back on December 11th something happened with my spa and it stopped working. The store told me that I needed to call the warranty company. After waiting over 6 weeks the warranty company came out and told me to call and electrician because the electrical panel was faulty and discontinued. NOTE: The Assistance Store Manger came out and did my electrical work. Which, I later found out he presented himself as a licensed electrician and also put in all discontinued electrical panels/wiring (ALL OF WHICH I FOUND OUT AFTER MY SPA STOPPED WORKING).
I paid over $200 to have a new electrical panel put in and still my spa was not working. When the spa electrician worked on the spa and replaced everything he left the front panel off and the panel to the electrical box. He called ANF West the warranty company and again I waited another week. When ANF came out they said that due to the lack of space in front of my spa they could not fix it.
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