We ordered an Infinity Spa from Costco.com for $3000 which included curbside delivery. The Costco contracted driver told us that it would cost $245 to bring the spa to our backyard and attach it to our wired receptacle (which we had wired to receive this spa for $500). It was delivered at 5PM on July 24th and we gladly paid the driver $245 to get it brought to and hooked up in our back yard.
We filled the spa with water added the recommended amount of chlorine and decided to go to bed and turn it on for the first time in the morning.in the morning we were horrified to see all the water (except for a 2 inch deep puddle on the bottom) had left the spa and drained all over our perennial flower bed. Chlorine and all. Most of the plants are now dead. I called Costco on 7/25 to tell them of their non-functional spa. It was suggested that we remove the front panel to see if in fact the drain hose was unplugged in transit. It was not but we did see a loose hose inside the spa which was hanging attached to nothing and with no plug. Costco passed us along to Todd who was handling the Infinity Spa end for Costco. He contacted me that afternoon on 7/25 and said that an Infinity technician would be in touch with me. On 7/29 when I had not heard from anyone I called Todd and left a voice message asking for the status. I sent and email also the same day to Todd asking the same thing. No response. I repeated the process on 7/30. Again, no response.
On 8/2 I left another msg and sent another email. Finally on 8/4 I asked Todd via email and voicemail to have this DOA spa picked up ASAP. Finally on 8/4 I got a message from Todd that a technician would be in touch with us within 72 hours to repair the spa. I said fine and actually commended him on his taking care of the situation. The technician never called.
I called them (TC Enterprises) on 8/6 and spoke to Dennis, the lead technician. He had no idea about this issue and said, furthermore, they only dealt with spa surface repair. I immediately called Todd and left a voicemail and email for him to please come and get this DOA spa. He finally returned my call on 8/8 leaving a message that I had to pay again to have this dead spa delivered from my backyard to curbside. I have had it.
We have been here with a non-functioning spa in our yard, dead perennials from the chlorine that was leaked and we are still expected to pay the $3000 on our Costco Amex card, assume the loss for the $245 back yard delivery, and never even mentioning all of our perennials. And now they want us to pay to get the dead spa shipped back.
We bought this brand new spa from Costco. Costco delivered the item DOA and has done nothing to undue the damage. We are executive members of Costco and have been members for over 15 years without a complaint. We are cancelling our membership when it expires in September. Costco, you were the shining star in our book. What is happening to you?
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