I don't even know where to begin. I am so stressed out and fed up with the customer service provided or shall I say lack there of by CALS SPAS and California Grills and Spas, the dealer representing Cal Spas. I have tried since June 2007 to get my spa fixed and we are now in January and no resolution to a simple request. I was told when I purchased the spa that all I needed to do was contact the dealer, advise of problem, then they would send out a technician to determine the problem, fix it, or order parts if necessary, and the problem would be taken care of or so I thought.
I've contacted the dealer who sent out a technician, Dana, and I still have a non working spa since June 2007. We are now in January 2007! When Dana the technician came in June he said that it was a heat sensor that needed to be replaced. He also said he put in the order for the heat sensor. A month later nobody had contacted me so I decided to call Alex Rodriguez again (the dealer in Miami), no answer, voicemail full, no way of reaching him. I drove by the warehouse at 5557 NW 72 Avenue.
I happened to get lucky and saw Alex stepping out. He said he was on his way to see a client, he took down my information and said he would call me (yeah, right)! A week after speaking to Alex, Dana, the same technician that supposedly put in the order for the heat sensor back in June, calls me and tells me that I have to order the parts through Cal Spas, wait for them to arrive, pay for the parts plus the technicians service, and wait for Cal Spas to reimburse me after the work is completed.
I called Cal Spas and spoke to a rep ( I believe her name is Susan) who gave me the run around. I left her my contact information (name, phone numbers, address, etc.) and received no call. Tried of waiting for the spa to fix itself and not being able to get a hold of Alex Rodriguez my wife was able to speak with Sandra again. My wife had notified Sandra (customer service representative in your area) since the beginning of this matter. Sandra has attempted to assist us throughout this dilemma but it was out of her hands therefore she referred me to the regional manager in this area, Doug.
When I spoke to Doug on October 5th, he assured me that now that he was in the picture that the matter should be resolved. He even put me on a conference call with Alex Rodriguez and it was agreed that a technician would go by the house on October 9th between 11 am - 1 pm. Nobody came by ( I have surveillance cameras, so I know). There was no communication until the 10th when Alex called and told me that I needed a new board and that he would have to order it and since my spa was an 06' model they do not make those boards anymore. He would have to find a manufacturer to make the board and ship it to him so he can get a technician to install the new board (is this for real)?
Once again we had not heard from anyone, my wife called Doug again on November 8th. His reply was that he's the business development representative not the regional manager and that I should speak with Martin Guevara the supervisor of customer service. Doug tried to connect me to Martin but was told that Martin was out ill that day. I called Nov. 12th, 07, and Elaine told me he was on vacation and was suppose to return today but was not in. I feel like I'm in the twilight zone. What does it take to get my spa fixed. I have phone records, I have emails, I have a warranty that is being breached. Are you going to validate your warranty? I am disgusted in the way that Cal Spas and California Grills and Spas has misguided me, frustrated me, inconvenienced me, and mostly have lied to me.
Apparently I am not alone. Is there anything that can be done? Obiviously this is not an isolated incident. These people should not be in business. They take our money, lie to their consumers, and do not honor their warranty. I have been more than patient and that patience has been exhausted at this point.