I purchased my Cal spas Genesis Atlantic spa in june of 2001. Within several months of the spa being installed one of the motors failed. Within a year after that a second motor failed.
With the failure of the second motor is where the trouble started. The dealer I purchased the spa from took over a month to install the second motor, claiming problems with cal spas and the motors, something about not getting the motor shipped out or back ordered. Took multiple phone calls and one angry letter to dealer in order to get motor replaced. Finally replaced and spa worked great, for about another 2 years.
Christmas eve 2004. Temperatures in the area I live are near zero overnight highs in the teens during the day. Motor failure once more, the motor that works the heater of all things. I put a call into the dealer who said they could not get out until Monday, three days later. Important note here I believe that I have a five year warranty on parts, finsh and labor. When they come out to replace the motor they hit me with my Christmas surprise. We're sorry you are out of your warranty period you only had a three year warranty.
Needless to say I stood there with my mouth open in disbelief. I could not find my original contract only my owners manual which stated on the warranty page 5-year warranty on my model spa. No good, dealer disagreed. Decision time, pay them to replace the motor and try to get a refund later (yeah right) or fight for my rights and hope I prevail.
I decided a frozen tub was not an option and told the service tech to go ahead and replace the motor. The service tech had to go back to the shop for a different motor and I used this time to call Cal spas in California myself to try to straighten this out. Christmas surprise #2, Cal spas tells me I only had a one year warranty. My response, bovine fodder.
I can tell you the customer service people at Cal spa should seek work outside the customer servive field because they do not have the people skills to handle anything. I have better luck dealing with my cell phone company.
Interesting side note here when the tech returned to replace the motor he had a copy of my "original" contract with a serial # on it. Prior to the service tech returning I had a copy of my original contract faxed from the dealer to Cal Spas at their request for review. When I called back and spoke to Olivia she said based on the serial # on the contract I indeed did only have a one year warranty. I asked her where on my spa I might locate this information myself and she informed me it would be on the outside of the spa. Well I checked and guess what there is a little metal plate there with an area for a model # and Serial # but none are marked. Suspicious, I think so but I'll let you be the judge.
After all of this I decided to go to the internet and do a little research. Boy am I sorry I did that. Based on the info from the BBB, ripoffreport.com and other sites I decided the best thing for me to do was file a complaint with the BBB post a complaint here and fight for my rights. It was interesting to see another gentleman with the magic 5-year / 1-year warranty problem as well.
My advice research major purchases thoroughly. I paid over $8,000.00 cash for my spa based on my dealers promise of a superior product, great warranty and excellent service after the sale. I will persue this matter to my complete satisfaction even if it requires litigation.