We purchased a new CalSpas hot tub as the Seattle Home show. The tub was delivered within five weeks of order. The tub was installed by Aqua World, the service technition for Cal Ventures. The tub heated up once then the tempature dropped to 87 degrees and held.
The technition told my wife that she could not understand how to read the manual and/or operate the tub! We went through all steps as outlined in the manual, left messages for the dealer, Cal Ventures, and still 87 degrees. We then contacted the manufacturer Cal Spas and were told that there would be a trip charge to have a technition look at the tub, we would not agree to pay any charge for a brand new tub that was not working.
The dealer has refused to take ownership of the problem, although they were very ready will and able to take ownership of my $7,942. After more than a week the owner of the dealership "Jimmy" has not contacted us once and they told us they would come out once and never showed up and never called back and have not called back yet!
The only thing I thought I could do is to write the President of Cal Spas the manufacturer. Once I did that I did receive a call from the manufacturer who was able to facilitate a service call (at no charge) to determine that the tub is broken. Still no call from the dealer! We have now been advised to drain the 450 gallons of cold water to "winterize" the tub (1 week old) until a part can be sent.....with no ETA. And still no call from Jimmy! In addition the tub was not ordered as was written up i our sales agreement, a stereo upgrade was not included in the tub that we had paid for. And still no call from Jimmy!
I would say that there are lots of hot tub dealers out there and I would have a few words of advise. First don't wait for a call from Jimmy. Second insist on seeing a copy of the warranty agreement prior to purchase.... you will see that there are hidden charges and many loopholes for the manufacturer to escape from their responsiblity under that warranty. In addition the warranty starts when the tub is purchased, not when it is delivered! That may not be important on day one, but in five years it could be very important. Third meet the service people and if not with the dealer find out who they are and insist on speaking with them as they may be your only thread of contact.
I have notified American Express, with which I paid for the tub and they are assisting in the dispute, I have notified my state attorney generals office and have registered my complaint with the manufacturer.
Wet, cold & frustrated!