Purchase of hot tub May. At Empire Building Materials Leesport, Pennsylvania After about two months I noticed that it seemed the hot tub was loosing water. I at first attributed this to splashing, evaporation etc. On August 12 I noticed it lost several inches of water in a few hours, After removing the side panel it was obvious that the tub was leaking. Water was visually dripping under the hot tub in several places. After using mirrors and flashlights I finally spotted a crack in the hot tub shell where water was dripping. I could hear other dripping as well.
Call#1 August 13 Called Empire Building Materials (610-926-0500) and talked with a man, I explain the situation, he told me that it would be covered under warranty they would have a technician look at it and if he could not fix it they would get the factory involved. He said he will have the service person call me back. No one called.
Call #2 August 15 Called Empire Building Materials Sherry answered the phone, I explained the situation, She said she will call Bill on his cell phone and have him call me back.
Call #3 August 15 Bill calls back, I explain the situation. He describes several repair options, I express my concern that the hot tub is only three months old and leaks already. He agrees that I have a rightful concern. He explains that if he comes out I would have to pay for a service call and any repairs that he would do. He suggests that I call the manufacturer for warranty authorization.
Call #4 August 15 I call 1-877-897-7493 Infinity Spas After holding for 15 minutes I am cut off.
Call #5 August 15 I call Empire Building Materials I spoke with Cindy and explained the situation and asked if she could help. She said she would check into it and get back to me. She didn’t.
Call #6 August 18 I called Empire Building Materials and spoke with Cindy. She said she spoke with the warehouse and would have the technician Ryan call me.
Call#7 August 19 I spoke with the technician Ryan and explained the situation. He explained that it is $65.00 per hour for him to come out to check it, plus any repairs that he would make. When he found out that it is only three months old he said for warranty service I would have to work with the factory Infinity Spas. He explains that they are hard to get a hold of by hone.
Call#8 August 19 I call Infinity Spas after being on hold for 43 minutes I talk with a man named Scott, I explain the situation. He says he will have a technician call back. He doesn’t.
Call #9 August 22 I call Infinity Spas and talk with Debbie Cash. I explained the situation. She said she will put me in the computer and that she needed the serial number of the unit.in the mean time she will have someone get back to me.
Call#10 August 25 I call Infinity Spas and left voice mail for Debbie Cash containing the serial number of our hot tub. I asked for her to give me a call back with an update.
Call#11 and 12 August 25 Left two more messages
Call#13 August 26 I called Infinity Spas and left a voice mail message for Debbie Cash to call back, she didn’t.
Call #14 August 27 I called Infinity Spas and spoke with Anthony in existing warranty claims. I again explain the situation. He explains that someone will come out Tuesday or Wednesday of next week.
Call #15 August 28 Steve from Infinity Spas calls me back and asks me to take pictures of the damaged area and email them to This e-mail address is being protected from spam bots, you need jаvascript enabled to view it
He also provides me with an incident number. I take pictures and email them August 29
Call #16 September 2 I call Infinity Spas I was on hold a long time and then was cut off. I call back and leave voice mail for them to call me back, they didn’t.
Call #17 September 4 I call Infinity Spas and spoke with David. He said he would look at the pictures and call me back in a day or two. He didn’t.
Call#18 September 5 I call Infinity Spas and spoke with Kevin. She said that she will pull the pictures and get back to me. She doesn’t.
Call #19 September 8 I call Infinity Spas and leave voicemail for a manager to call me back. No one does.
Call#20 September 8 I call Empire Building Materials and spoke with Rick Hartman and Sherry asking for their help. They said they would get back to me.
Call #21 September 9 I called Empire Building Materials talked with Mike. I explained the situation and gave him the customer number and incident number.
Call#22 September 9 I called Infinity Spas and asked for a manager, I was transferred to a mailbox that was not yet initialized and could not accept messages.
Call#23 September 9 I called Infinity Spas was on hold 15 minutes. I gave up and left a message for Debbie Cash to call me back with the managers name. She didn’t.
Call #24 September 9 I called Infinity Spas and talked with a man named Anthony, I asked for a manager and that I don’t be sent to a dead mailbox. I finally got Jason (Extension 134) identified as the “Center Manager”. Jason said they send the pictures to the local dealer to look at and if the hot tub is cracked they replace it. I explained that I can barely make heads or tails of the pictures so how are they going to get anything from it? He finally agreed to send out a technician and said he would call back within 48 hours. He didn’t.
Call #25 September 11 I call 877-897-7493 extension 134 someone picks up and says “what’s up? ” when I speak they hang up. I call back to extension 134, no one answers and it goes to a message that says “this mailbox is not initialized and cannot take messages” I call back and use the company directory to find Jason. I am connected with Jason Henry, he explains that there are three Jason’s and that I want Jason Crawford. He transfers my call. Jason Crawford is confused and says that he had trouble finding a technician to check the hot tub. He says he will have someone call me tomorrow.
Call# 26 September 12 Bill Gallow calls me, and says he is not in the office but will call me September 15th to set up an appointment to check the hot tub. He doesn’t.
Call #27 September 16 I call Bill Gallows’ cell phone 484-955-9374 no one answers so I leave a message for him to call back.
Think twice before you purchase an Infinity Spa, I hope that someday this gets resolved.
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