• Report: #182252

Complaint Review: Cal Spas

  • Submitted: Mon, March 20, 2006
  • Updated: Thu, August 17, 2006

  • Reported By:Oakview California
Cal Spas
1462 East Ninth Street Nationwide U.S.A.

Cal Spas Cheap Junk awful customer support Pomona California

*UPDATE Employee: SERVICE & PRODUCT BACKED UP

*Consumer Comment: it's like Payton Place in here

*UPDATE Employee: Warranty Service is backed Up

*UPDATE Employee: Warranty Service is backed Up

*UPDATE Employee: Warranty Service is backed Up

*UPDATE Employee: Warranty Service is backed Up

*Author of original report: Revamped Policies?

*UPDATE EX-employee responds: I wasn't let go

*UPDATE Employee: We do Care!

*Consumer Comment: Some things will never change

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I have a cal spas v400 that I purchased a year and a half ago. Since then it has been repaired for leaks, the motor has been replaced, it now has a crack in the shell and the touch pad does not work.

The worst part is trying to get a hold of someone once they have sold you the spa. The dealer refers you to their authorized repair facility and you are completely at their mercy. After 9 weeks of wrangling with them I still have yet to receive a visit from their repair guy to even look at the issues. Despite having taken photo's of the defects as they are covered under their warranty. After threatening to visit the Ventura County Home & Garden Show this past weekend with huge ?Cal Spas Suck!' signs and handing out leaflets, they called me and promised to have a repair guy over first thing this week. It has been 9 weeks now, the hot tub sits empty and unused, my family and myself are furious over their lack of concern. I am still waiting to hear from somebody to repair the unit.

Stay clear of Cal Spas, cheap junk!

Danny
Oakview, California
U.S.A.

This report was posted on Ripoff Report on 03/20/2006 02:31 PM and is a permanent record located here: http://www.ripoffreport.com/r/Cal-Spas/nationwide/Cal-Spas-Cheap-Junk-awful-customer-support-Pomona-California-182252. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 10Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

SERVICE & PRODUCT BACKED UP

AUTHOR: Customer Care Supervisor - (U.S.A.)

Danny,
We apologize for any service/products that may have occured in the past. If you are in need of assistance, please let us know and we will take care of you so you can enjoy the use of your spa.
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#2 Consumer Comment

it's like Payton Place in here

AUTHOR: Harvy - (U.S.A.)

I have never sees so many complaints about one product. I like just reading the days messages. My bet is nothing is done. Even if they did fix it, It does not make up for the bad blood from the past.
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#3 UPDATE Employee

Warranty Service is backed Up

AUTHOR: Martin - (U.S.A.)

Our Customer Care Rep has worked diligently through phone calls and e-mails and has been trying to resolve this customer's issues. Acrylic Service has been scheduled with an Acrylic Specialist for 4/22/06. If customer is having any plumbing or equipment problems, then he may contact his selling dealer Persaud Spas at 818-718-9200. Customer may also call the technicians Kendal & Rafael at 818-228-0063. Cal Spas backs up our product by offering a manufactures Warranty. Warranty service is to be performed by the selling dealer. If customer needs further assistance, then he may call our Customer Care department at 909-623-8781.
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#4 UPDATE Employee

Warranty Service is backed Up

AUTHOR: Martin - (U.S.A.)

Our Customer Care Rep has worked diligently through phone calls and e-mails and has been trying to resolve this customer's issues. Acrylic Service has been scheduled with an Acrylic Specialist for 4/22/06. If customer is having any plumbing or equipment problems, then he may contact his selling dealer Persaud Spas at 818-718-9200. Customer may also call the technicians Kendal & Rafael at 818-228-0063. Cal Spas backs up our product by offering a manufactures Warranty. Warranty service is to be performed by the selling dealer. If customer needs further assistance, then he may call our Customer Care department at 909-623-8781.
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#5 UPDATE Employee

Warranty Service is backed Up

AUTHOR: Martin - (U.S.A.)

Our Customer Care Rep has worked diligently through phone calls and e-mails and has been trying to resolve this customer's issues. Acrylic Service has been scheduled with an Acrylic Specialist for 4/22/06. If customer is having any plumbing or equipment problems, then he may contact his selling dealer Persaud Spas at 818-718-9200. Customer may also call the technicians Kendal & Rafael at 818-228-0063. Cal Spas backs up our product by offering a manufactures Warranty. Warranty service is to be performed by the selling dealer. If customer needs further assistance, then he may call our Customer Care department at 909-623-8781.
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#6 UPDATE Employee

Warranty Service is backed Up

AUTHOR: Martin - (U.S.A.)

Our Customer Care Rep has worked diligently through phone calls and e-mails and has been trying to resolve this customer's issues. Acrylic Service has been scheduled with an Acrylic Specialist for 4/22/06. If customer is having any plumbing or equipment problems, then he may contact his selling dealer Persaud Spas at 818-718-9200. Customer may also call the technicians Kendal & Rafael at 818-228-0063. Cal Spas backs up our product by offering a manufactures Warranty. Warranty service is to be performed by the selling dealer. If customer needs further assistance, then he may call our Customer Care department at 909-623-8781.
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#7 Author of original report

Revamped Policies?

AUTHOR: Danny - (U.S.A.)

Revamped Policies, Mr Guevarra?
Please elaborate, for the sake of your future customers! I am curious which of the policies stated in your warranty that Cal Spas felt needed "revamping".

I myself couldn't find anything in the warranty that implied:

1. A few months wait

2. Endless phone calls and emails to various individuals related to Cal Spa, and their local repair representatives.

3. Time wasted personally chasing you guys down for what you are responsible for as per the contract that i had to sign when i purchased the hot tub.

You received personally several of my emails that were primarily addressed to one of your 'customer care' representatives, whom I contacted due to the fact that your local representative, Persaud Spas, was ignoring my requests for repairs.

After 3 weeks of emails flying back and forth, your Cal Spas representative ended up telling me that in order to fix the problem, i needed to contact the local representative!
Their complete lack of attention to the matter was the reason I contacted you guys in the first place!

Not really much of a solution, was it? If it hadn't been so frustrating, it would have been funny!

So please, let us all know what has changed, it is nearly 4 mopnths now and the shell of my hot tub is still cracked, your repair guy is supposed to finally be calling at my home on Saturday 15th April, though I won't be holding my breath.

One last thing, you're assuming the other comment by the individual, D. from Pomona, was 'let go' and thus an irreputable source for comment. Do you always assume that ex-employees who have criticisms of their companies have their employment terminated, or is it actually possible that this ex-employee has truthful insider information, and left Cal Spas to pursue other endeavours?
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#8 UPDATE EX-employee responds

I wasn't let go

AUTHOR: D. - (U.S.A.)

I quit and I don't have resentment, I'm just calling it as I saw it for the years I was there, I certainly don't expect you to admit to this because your an employee and you know what side your bread is buttered on but you know this is true just like you know what the turnover there is like.
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#9 UPDATE Employee

We do Care!

AUTHOR: Martin - (U.S.A.)

We now have revamped our policies and our Customer Care department. Cal Spas, a division of California Acrylic Industries, always strive for customer satisfaction. If a consumer cannot get any satisfaction from their selling dealer, then they are instructed to notify us as stated in their warranty. We ask for this consumer to call our Customer Care department at 909-623-8781 and press 1 for Customer Care. A Care director will answer your call, create an open ticket, and keep this open until your case is resolved. Please give us a call to better assist your needs. Also please be advised, that any ex employees who were let go, obviously have some resentment and should not be considered a reputable source. Thank you for bringing this to our attention.

Martin Guevara
Customer Care Supervisor
909-623-8781 and press option 1
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#10 Consumer Comment

Some things will never change

AUTHOR: D. - (U.S.A.)

As a former Cal Spas employee I can tell you that is exactly how it used to be. You have my sympathies.
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