• Report: #198924

Complaint Review: Great Escape, Pool -A-Rama, Cal Spa

  • Submitted: Fri, June 30, 2006
  • Updated: Tue, April 14, 2009

  • Reported By:Aurora Illinois
Great Escape, Pool -A-Rama, Cal Spa
2 West 166th ST South Holland, Illinois U.S.A.

Great Escape, Pool-A-Rama, Cal Spa ripoff sold me a discontinued Leaky Cal Spa and refused to replace it. South Holland Illinois

*Consumer Comment: This lady is nuts

*Consumer Suggestion: Sue them all.

*Author of original report: the great escape and Cal Spa deceptive practices

*UPDATE Employee: CALL "THE GREAT ESCAPE" TO ARRANGE PICK UP

*Author of original report: Reportin to the Better Business Burea is a Waste!

*Author of original report: Lets be logical !

*Consumer Suggestion: Isn't this more of the same?

*UPDATE Employee: CAL SPAS WILL REPLACE YOUR SPA

*Consumer Suggestion: My suggestion

*Consumer Comment: the great escape & Cal Spa want $500 to pick up lemon

*Author of original report: CAL Spas and the great escape

*UPDATE Employee: CAL SPAS WANTS TO HELP VANESSA!

*UPDATE Employee: RESPONSE FOR VANESSA

*Consumer Comment: Glad I came here.

*Consumer Comment: GLAD TO HEAR IT!

*Consumer Comment: Thank-you Vanessa

*Author of original report: Martin you must provide the correct fax number for resolution!

*Author of original report: Martin you must provide the correct fax number for resolution!

*Author of original report: Martin you must provide the correct fax number for resolution!

*Author of original report: Martin you must provide the correct fax number for resolution!

*Consumer Comment: MARTIN IS VERY DEFENSIVE.

*UPDATE Employee: CASE TO BE RECONSIDERED

*Author of original report: Cal SPA & The Great Escape, Do Not stand behind their Products !

*Author of original report: Cal SPA & The Great Escape, Do Not stand behind their Products !

*Author of original report: Cal SPA & The Great Escape, Do Not stand behind their Products !

*Author of original report: Cal SPA & The Great Escape, Do Not stand behind their Products !

*UPDATE Employee: CAL SPAS PARTS & SERVICE ALWAYS THERE TO ASSIST!

*Author of original report: Spa Leaked the 1st 3 years of 5 year warranty

*UPDATE Employee: WARRANTY IS EXPIRED BUT SERVICE & PARTS ARE ALWAYS AVAILABLE

*UPDATE Employee: WARRANTY IS EXPIRED BUT SERVICE & PARTS ARE ALWAYS AVAILABLE

*UPDATE Employee: WARRANTY IS EXPIRED BUT SERVICE & PARTS ARE ALWAYS AVAILABLE

*UPDATE Employee: WARRANTY IS EXPIRED BUT SERVICE & PARTS ARE ALWAYS AVAILABLE

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I Purcased my Cal Spa, Genesis Pacifica serial #97-14323with XL 750 Luxury Gazebo w/Dome, from Pool-A-Rama, currently known as Great Escape, in July 7, 1998, They attached a Gazebo to a Spa that did not have removable pannels. Service came out due to loud humming noise from the motor and ozonator. Ozonator was removed and placed on the side of the motor to reduce the noise, Spa still loud. second service call Aug. 26, 1998.

Spa runs constantly Service called Balboa and reset filter cycle so that spa would run 4 hrs and shut off. Service call on 11/25/98 Spa shut off due to water dripping into the motor through the top of control pannel. Rather than except the fault and seal the control with caulk Pool-A-Rama charged me $65.00 for my the service call, and when I refused to pay them they said I void my 5 year warranty. Service call 10/12/02 inspected Spa due to losing 1.5 inches of water daily. Service noted Skirt non removable.

Pool-A-Rama ignored me until they no longer carried or serviced Call Spas. I was referred to TurboTubs who refused to service the Spa due to the Gazebo being attached to a tub with non removable pannels. I went back to Pool-A-Rama who refused to help me then I filed a complalint with the better Business Bureau. Ted Chapman from Pool-A-Rama told me that I was wasting my time because he paid the salary of the guys at the better business bureau.

TurboTub encourage Pool-A-Rama to give me a new Spa and the refused because they said they were not in the charity business. My Cedar Deck is ruined in the winter ice build up around the deck and in the summer mold and moss is around the perimeter to the spa on the deck. Cal Spa is partners with Great Escape and they refused to help me. see the attached photos. Cal Spa's refused to pay TurboTubs in Naperville for thier trouble shooting my leak. I have a herniated disk in the 5th vertabra and I have my tub for therapy only. I paid $5000,00 for both units. It is not fair that these big companies like Great Escape and Cal Spa can rip people off and get away with it.

I have been fighting with Pool-A-Rama for almost 8 years and I have all the supporting documentation. Teds orginal excuse was that he was not partners with Cal Spa and therefore he could not just give me another Spa. I Contacted CAL spa 2 years ago and talk with them and the completedly blow me off never contacted me!. I will update the report with the attached pictures. I file the complaints and reports well before my warranty ran out.

Vanessa
Aurora, Illinois
U.S.A.

This report was posted on Ripoff Report on 06/30/2006 10:40 AM and is a permanent record located here: http://www.ripoffreport.com/r/Great-Escape-Pool-A-Rama-Cal-Spa/South-Holland-Illinois-60473/Great-Escape-Pool-A-Rama-Cal-Spa-ripoff-sold-me-a-discontinued-Leaky-Cal-Spa-and-refused-198924. 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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#1 Consumer Comment

This lady is nuts

AUTHOR: Justbeingrealherepeople - (United States of America)

It's a hot tub, it's full of water! It might leak, it might need repair! This lady is living proof of how much of a jerk some people can be. Looks to me like Cal Spa did what they could, but it was never enough. Lady, you are a wack job. You should sell the Tub and take all the money and buy medication. I hope your deck collapses and your herniated disc explodes. You are a real scum bag lady.
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#2 Consumer Suggestion

Sue them all.

AUTHOR: hottubbrad - (United States of America)

Vanessa and others,

Civil litigation (suing) is the only way to fix this type of problem.  Cal Spas is running scared and trying to do damage control by offering you the spa after countless requests.  What about the other customers who gave up and did not have your persistence.  Great Escape sounds like a company to avoid.  (How much profit did they make off of you??)

If your deck is truly damaged, you are entitled to more compensation than just the new (inferior) spa.  Any lawyer and judge would agree with you and the judge would definitely rule in your favor.  Civil suits are cheap to file  and you can often do this yourself without a lawyer.  It takes some investigation, but once the suit is served on the defendants, they will surely sit up and take notice.  After all, they will have to hire a lawyer to defend themselves.  If they also see the possibility of losing the case, they are out the lawyers' fees and anything else that will be ultimately paid to you.

In this regard, filing a suit often gets the problem solved.  Even if a particular company is short-sighted and decides to go to trial, with your documentational history, you would surely win.

On a side note, it is effective to sue everyone involved.  From the corporation, to the owners and the management who assisted you.  There is an old saying in the legal profession, "Throw enough mud at the wall and see what sticks."
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#3 Author of original report

the great escape and Cal Spa deceptive practices

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

I paid the $500.00 for the great escape to pick up my hot tub and send it back to California to be replaced. It took 3 to 4 months of me hunting down my hot tub before it was replaced. Cal spa sent me a rebuilt spa. they did not send me a current spa the sent me a spa that was built to the similar to the one that I bought in 1998. I live in Illinois and it gets very cold here. All spas sold by the great escape are fully insulated. The spa that originally bought was insulated. The spa they sent me was not insulated. I called the electrician to connect the spa and when he took the panel off we noticed there was no insulation. I had to send the electrcian and I called Cal spa to ask what happen. I asked them why the sent me a spa that was not insulated. Martin said this was not a problem that they would send me a insulation kit but I had to pay "the great escape" to foam the spa. At this point I do not trust "the great escape"! I told Martin of Cal spa to send me the insulation kit and I will pay an independent vendor to insulate my spa. I never received the insulation kit. Every time I call Cal spa the kit was on back order. I then called Turbo Tubs in Naperville, great company and asked if they could insulate my spa once I get the kit. They informed me that I could not insulate the spa after the fact because the insulation process creates a lot of heat. The heat that is produced will cause the seals on my pumps to break and I will have the same problem with the leaking I had before.
It all makes sense. "the great escape" use to order their spas from Cal Spa and insulate them via the foam kit, which consequently created the broke seals. They would then sell the spa to the comsumer such as myself and I would have a leaky spa. Well I is going on (2) two years and I have a 6 person spa seating on my deck which is not connected.
I went to "the great escpae" store in Batavia and asked them to open the cover of their Cal spas so that I could see the inside. All of the Cal spas were insulated. I then asked "the great escape" to replace my spa wtih one of the insulated Cal spas. "the great escape" refused and has ignored all of my calls. In Illinois if your pumps burst as a results of freezing your warranty is void. Since I had no insulation I could not connect the spa during the summer, because I would not be able to get the water out of the pumps for the winter. Hot Spring Spas, told me this.
Consumer beware This same thing can happen to you. I did nothing wrong. "the great escape" is a family owned business and I am just a poor consumer with a herniated disk, and needed this hot tub for medincinal reasons. Ted from "the great escape" said they are not in the charity business. So they refused to repace my Cal Spa! This Can and Will happen to you if you buy from them!

Vanessa
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#4 UPDATE Employee

CALL "THE GREAT ESCAPE" TO ARRANGE PICK UP

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

Vanessa,

I know your upset from the past actions of Pool-a-rama/ The Great Escape, however, Cal Spas would really like for you to have your spa replaced. Please realize that you have an older 97 model that has been out of warranty for over 5 years and in the past they have denied your claims before. We would like for you to take this opportunity and enjoy your replacement spa that has been finally offered to you and Cal Spas is also willing to cover the freight to come back. Vanessa, please do not miss out on this opportunity.

Although the charges to pick up the spa may seem unfair to you at this time, in the long run, a replacement spa will be the best resolution. Please contact The Great Escape to have this picked up. If you do not want to speak to Ted, ask to speak to someone who handles RGA's. Please let me know the amounts you do have to pay, and Cal Spas will certainly look into accessory & chemical compensation for these amounts. We hope you make the smart decision to take up this offer and finally resolve this matter. We look forward to your response and hope we can help you.
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#5 Author of original report

Reportin to the Better Business Burea is a Waste!

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

Teri,
Ted is one of the relative employees of the family owned "the great escape". He told me himself that he pays the salary of the better business bureau. I did report "the great escape" and they did not even get a slap on the wrist.

I feel that forums like this is a much better avenue for informing poor hard working consumers against spending their hard earned money with companies that lack respect for the consumer!

I have been in "the great escape" show room in Batavia and Aurora/Naperville, IL and they themselves do not understand why Ted will not replace my Spa.

I am an African American woman retired engineer from Lucent Technology, I have worked hard all my life and need this SPA because of my herniated disk. This Spa is my therapy. It is not fair that I spent my hard earned money for a product that has ruined my $10,000.00 deck. It is not fair that I have tried to talk to Ted and "the great escape" all these years and they have ignored me. Now they want me to pay them to pick up my spa.

I ask where is the justice!
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#6 Author of original report

Lets be logical !

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

Martin,

I do want my leaky CAL Spa replaced. But I do not feel that I should pay "the great escape" $500.00 to pick up the spa and ship it to CA or keep in their warehouse for 2 months and say they sent it back to CA.

The only reason you are agreeing to replace this spa is because CAL Spa has joined "the great escape" as partners once again. Now it would seem that "the great escape" should be accountable and work with you on your decision to replace my spa.

I feel that I did what any consumer would do when making the decison to purchase a large ticket item like a spa. I did my research and thought I was making the correct decision by purchasing my CAL Spa from "the great escape".

This problem occurred during my warranty period and had "the great escape" replaced this Spa then we would not be here today. They refuse to replace the Spa back then because your joint venture was dissolved. Now that you are partners again and you CAL Spa have accepted accountability for my leaky Spa, why can't you get "the great escape" to be reponsible in this resolution.

It will cost me approximately $800.00 to replace the damaged water logged cedar on my deck. This damage is a direct result of my leaky spa. Who will pay for the repair of the deck "CAL SPA" or "the great escape".

I think that you should talk to the owner of "the great escape" and not to Ted. I think that Ted may have lost his decison making abilities due to the reinvention of "POOL-A-RAMA". People are reading these reports and they know that "the great escape" have a lack of respect for the consumer.

We the consumers deserves just as much repect as the family owned and operated business "the great escape". Ted needs a wake up call on how to service his customers before he is repsonsible for the demise of his family owned and operated business.
Vanessa
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#7 Consumer Suggestion

Isn't this more of the same?

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

Isn't this more of what they've been telling you all along? I'd strongly suggest finding another alternative on how to remedy this.
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#8 UPDATE Employee

CAL SPAS WILL REPLACE YOUR SPA

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

Vanessa,
Cal Spas will replace your spa. In order for us to do so, your current spa need to come back for evaluation. Under normal circumstances, it states in your Warranty, that in the event of a replacement, the consumer is responsible for all removal, replacement, installation and shipping costs. Shipping costs from IL to CA can be quite costly and due to your situation, Cal Spas agreed to cover the freight costs. In order for us to keep this offer valid, please contact Ted and make arrangements to have this picked up. We want to help you so please give me a call if you have further questions or contact Ted Chapman and proceed from there.

-Customer Care Supervisor
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#9 Consumer Suggestion

My suggestion

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

My suggestion to you Vanessa is to either file a complaint with the Better Business Bureau and see if you can re-coop some of your damages or perhaps the Department of Consumer Affairs. Maybe even a lawsuit because it certainly doesn't appear you are getting any satisfaction from anyone there. I thank you and the countless others who have posted comments on here about Cal Spas it sure protects the rest of the population who thinks twice about where to purchase a spa from.
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#10 Consumer Comment

the great escape & Cal Spa want $500 to pick up lemon

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

I Have been fighting "the great escape" for the past 6 years concerning this Cal Spa purchased from them during the time that they were no longer partners with CAL SPA. According to Ted from "the great escape" he could not give me a new spa because they were no longer selling the CAL SPA's. Well now they are selling the CAL SPA and CAL SPA has agreed to rebuild my SPA or replace it and now I must pay "the great escape"
$500.00 to pick up my spa. I have a $10,000.00 deck that is ruined from the leaky spa. The wood is spongy around the perimeter of the Spa, and will need to be replaced. "Turbo Tub" (the servicing vendor during disolved partnership)told "the great escape to replace my SPA and Ted told them he was not in the Charity business. "the great escape" has already taken this spa from my home for two months and the only thing they replaced were the "O" rings. I do not feel that I should pay "the great escape" $500.00 to pick up my SPA. When the Spa starting leaking immediately after is was brought back to my home and I called "the great escape" they ignored me(3 years prior to the pick up and 3 years after the spa was delivered and leaked again hence a lemon). This spa starting leaking within my original warranty period. I appreciate CAL SPA agreeing to rebuild or replace my Spa, however it is absolutely ludicrous for CAL SPA or "the great escape" to expect me to pay "the great escape" a dime. The following is the email sent to me suggesting I pay "the great escape"
Vanessa,
Last time we spoke to Ted, he said the total charges would be $500.00. He wanted you to give him a call and have this arranged and paid so we can arrange freight to be picked up from their store. Please have this arranged with him or let me know if you need their direct number. If you need for us to speak to him again, let me know but we cannot arrange a time frame for you as we do not know theirs or your schedule.
Martin Guevara
Customer Care Supervisor
Cal Spas, a Division of California Acrylic Industries, Inc.
Sent: Monday, October 30, 2006 1:42 PM
To: Martin Guevara - Customer Care Supervisor
Subject: RE: Replacing/repairing my CAL SPA

Martin,
I am not sure why you want me to go through this waiting game again. I starting the rebutal with CAL originally because I was not getting the respect of even a phone call back from "the great escape". Ted Chapman does not handle this type of issues anymore and you want me to call him concerning this matter. You are customer service for CAL spa. You can call them (the great escape) and tell them that you need them to pick up a spa, at my address. They will give you the available pick up dates and the price. I will let you know what date is good for me based on the available dates at "the great escape". I do not know what it cost to pick up a spa from someones home. The price needs to be established ASAP.
Thank You
Vanessa Allen

-------------- Original message --------------
From: Martin Guevara - Customer Care Supervisor
Vanessa,
We are covering the frieight for your spa to come back to the factory, however, you need to contact Ted Chapman to have the spa disconnected, pulled out of your deck and picked up. There will be a charge for this pick up and you will be responsible for those charges. Please contact Ted and arrange payment so we can get this going for you. Thanks again for your patience in this matter.
Martin Guevara
Customer Care Supervisor
Cal Spas, a Division of California Acrylic Industries, Inc.
Sent: Friday, October 06, 2006 10:29 AM
To: [email protected]
Subject: Replacing/repairing my CAL SPA
Martin,
I am not sure of what the delay is. I Called your office approximately 3 weeks ago concerning the pick up an replacement of my CAL SPA. When I last spoke to your office your were going to contact the vendor which is "the Great Escape", Ted Chapman. We should get this process rolling because the winter is coming and I need my SPA for medicinal reason.Can you please let me know what the delay is?
Thank You
Vanessa Allen
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#11 Author of original report

CAL Spas and the great escape

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

Martin,

On 9/14/2006, your reponse to me was that I would be getting a rebuilt spa. Your were going to contact the servicing vendor which is "the great escape" I have called you and sent you an email concerning when the SPA will be picked up. You have not responded and I have not received a call from "the great escape" either.

Martin I do believe that If you say your are going to rebuild my unit I think that it needs to be picked up from my house to do that. I am being very patient and are trusting that CAL SPA and "the great escaped" do the correct thing and pick up this spa ASAP!
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#12 UPDATE Employee

CAL SPAS WANTS TO HELP VANESSA!

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

CAL SPAS HAS REVIEWED YOUR CASE AND WOULD LIKE FOR YOUR SPA TO COME BACK TO THE FACTORY TO BE REPAIRED OR POSSIBLY REPLACED. CAL SPAS IS ALSO WILLING TO WAIVE THE FREIGHT CHARGES FOR THE SPA TO COME BACK AND FOR THE SPA TO BE SHIPPED BACK OUT.

PLEASE CALL ME AT 800-225-7727 EXT 325 OR E-MAIL ME AT [email protected] AND WE WILL WORK OUT THE DETAILS.

THANKS AGAIN FOR BRINGING THIS TO OUR ATTENTION. WE LOOK FORWARD TO ASSISTING YOU.
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#13 UPDATE Employee

RESPONSE FOR VANESSA

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

Vanessa,
If your fax did not go through, you may fax again to 909-622-0042. If not, please give me a call at 909-623-8781, press option # 1, and ask for Martin. If you are able to scan these documents, please e-mail to [email protected] Cal Spas want to do everything within reason to assist you. Please allow us the opportunity and ignore the negativity that surrounds this case. Thank you for your time.
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#14 Consumer Comment

Glad I came here.

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

I have checked out several sites that list peoples "e-pinions" and Cal Spas seems to have a pretty seedy record. But the deciding factor for me was the report here from a young lady who was in communications with 5 different people and then they all at one time no longer worked for the company. Not to mention, rumors of the owner of the company fleeing to Canada to avoid prosecution on several lawsuits.

That's sad...Thanks Ripoff Report and to the consumers who use it.
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#15 Consumer Comment

GLAD TO HEAR IT!

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

DANO
GLAD TO HEAR THIS SITE IS HELPING. WE RECENTLY HAD A PROBLEM WITH CAL SPA THAT IS STILL NOT SETTLED.I HAVE BEEN KEEPING EYE ON THIS SITE FOR A COUPLE OF WEEKS. UNTIL I GET SOME SATISFACTION, I WILL STAY ON HERE. MARTIN FROM CAL SPA HAS BEEN CRINGING AT MY COMPLAINTS AND NOTES TO THE POINT THAT HE IS NOT GETTING ANYTHING DONE. (NOT THAT HE EVER DID ANYTHING BEFORE)IF MYSELF OR SOMEONE ELSE ON HERE KEPT YOU FROM GETTING RIPPED OFF BY CAL SPA OR MADE THEM LOOSE A SALE FROM BUYIMNG THEIR JUNK, THAT THRILLS ME TO NO END!
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#16 Consumer Comment

Thank-you Vanessa

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

Thanks Vanessa,

My parents were looking at purchasing a $6000 spa from the Great Escape in Joliet IL. They asked me to check it out for them (this website is the first place I look for bad companies). From the details in your post, I felt that this company would not honor their products after the sale and because of this we decided not to make the purchase from them (or a Cal spa).

I know you have been through a lot with this company but rest assured it has not gone unnoticed. They just lost at least one sale and potential customer due to your efforts.

To the Great Escape; you are only as good as your customer base and return business, if you think by changing your name from Pool-A-Rama to The Great Escape is all you need to gain creditability and your old dissatisfied customers back you are wrong.

Take care of your customers and your customers will take care of you.
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#17 Author of original report

Martin you must provide the correct fax number for resolution!

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

Martin,

In your last rebuttal you said that reconsiderd your above response and gave me a fax number to send you my corresponding documentation. The fax number 909-622-0042, is not a working number. Can you please ask someone in your company for the correct fax number!

Vanessa
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#18 Author of original report

Martin you must provide the correct fax number for resolution!

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

Martin,

In your last rebuttal you said that reconsiderd your above response and gave me a fax number to send you my corresponding documentation. The fax number 909-622-0042, is not a working number. Can you please ask someone in your company for the correct fax number!

Vanessa
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#19 Author of original report

Martin you must provide the correct fax number for resolution!

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

Martin,

In your last rebuttal you said that reconsiderd your above response and gave me a fax number to send you my corresponding documentation. The fax number 909-622-0042, is not a working number. Can you please ask someone in your company for the correct fax number!

Vanessa
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#20 Author of original report

Martin you must provide the correct fax number for resolution!

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

Martin,

In your last rebuttal you said that reconsiderd your above response and gave me a fax number to send you my corresponding documentation. The fax number 909-622-0042, is not a working number. Can you please ask someone in your company for the correct fax number!

Vanessa
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#21 Consumer Comment

MARTIN IS VERY DEFENSIVE.

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

MARTIN
IF YOU AND THE REST OF CUSTOMER SERVICE SPENT AS MUCH TIME FIXING THE PROBLEMS AS YOU HAVE BEING DEFENSIVE ON THIS SITE, YOUR COMPANY WOULDN'T BE MENTIONED ON HERE AT ALL.
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#22 UPDATE Employee

CASE TO BE RECONSIDERED

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

Vanessa,
I do not appreciate the slandering and rude comments you have implied against me but I will not take it personally as I know you are frustrated with your dealer and the company's policies.

However, I will present your case to the higher executives for the resolvement you are looking for. In order to assist your case, please fax your original Sales Agreement, delivery paperwork, service invoices and any other documentation regarding your spa to 909-622-0042.

Thanks again.
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#23 Author of original report

Cal SPA & The Great Escape, Do Not stand behind their Products !

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

Martin,

I knew before I entered this report that CAL SPA would not resolve any of my issues. And I am not sure if you personally have a learning disability or if it is the total incompetency of of CAL SPA refelected in your rebuttal. I Just wanted the world to know what happens when people pay their hard earned money to big businesses like CAL SPA and The Great Escape, for products and services that are of very poor quality.

I am not sure why CAL SPA have you responding to this report when it is clear that you are not reading the facts clearly and you keep stating that the SPA is out of warranty. Yes the SPA is out of warranty now. However when I originally requested assistance from CAL SPA and The Great Escape, my CAL Spa was well within the warranty time frame. The Fact that I was sold a 1997 CAL Spa in 1998 at full price, and the fact that The Great Escape attached a CAL SPA Gazebo to a hot tub with non-removable pannels, and the fact that CAL SPA has ignored me for the past 8 years, and the fact that TurboTubs was the Servicing vendor at the time and they were not even paid by CAL SPA for thier service calls, all points to poor customer service, and inferior product. The bottom line is that your product is a lemon and my $10,000.00 cedar wood deck is being destroyed by this leaky CAL SPA, which produce ice around the edge in the winter. I Will be distributing flyers depicting my leaky spa with both the ice in the winter and the mold around the hot tub in the summer until my hot tub is replaced by CAL. I will be distrubiting them all over Naperville, Aurora and South Holland, Illinois. Martin I suggest that you read this report again and it necessary show it to someone with a better understanding of the timeline involved here. For the record TurboTubs do not carry the CAL SPAs they only carry your gazebos.

You Should be contacting Ted, at The Great Escape because they are the ones that sold me your lemon and this is the company that your have just reunited with. TurboTubs in Naperville Illinois are the good guys. They stand behind thier products, and they suggested to Ted Chapman at The Great Escape too replace my SPA in 2001 and Ted said "He is not in the charity business". This was during the time that CAL SPA fell out of partnership with The Great Escape/Pool-A-RAMA. Remember do the right thing in everything you do, and good will come to you!
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#24 Author of original report

Cal SPA & The Great Escape, Do Not stand behind their Products !

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

Martin,

I knew before I entered this report that CAL SPA would not resolve any of my issues. And I am not sure if you personally have a learning disability or if it is the total incompetency of of CAL SPA refelected in your rebuttal. I Just wanted the world to know what happens when people pay their hard earned money to big businesses like CAL SPA and The Great Escape, for products and services that are of very poor quality.

I am not sure why CAL SPA have you responding to this report when it is clear that you are not reading the facts clearly and you keep stating that the SPA is out of warranty. Yes the SPA is out of warranty now. However when I originally requested assistance from CAL SPA and The Great Escape, my CAL Spa was well within the warranty time frame. The Fact that I was sold a 1997 CAL Spa in 1998 at full price, and the fact that The Great Escape attached a CAL SPA Gazebo to a hot tub with non-removable pannels, and the fact that CAL SPA has ignored me for the past 8 years, and the fact that TurboTubs was the Servicing vendor at the time and they were not even paid by CAL SPA for thier service calls, all points to poor customer service, and inferior product. The bottom line is that your product is a lemon and my $10,000.00 cedar wood deck is being destroyed by this leaky CAL SPA, which produce ice around the edge in the winter. I Will be distributing flyers depicting my leaky spa with both the ice in the winter and the mold around the hot tub in the summer until my hot tub is replaced by CAL. I will be distrubiting them all over Naperville, Aurora and South Holland, Illinois. Martin I suggest that you read this report again and it necessary show it to someone with a better understanding of the timeline involved here. For the record TurboTubs do not carry the CAL SPAs they only carry your gazebos.

You Should be contacting Ted, at The Great Escape because they are the ones that sold me your lemon and this is the company that your have just reunited with. TurboTubs in Naperville Illinois are the good guys. They stand behind thier products, and they suggested to Ted Chapman at The Great Escape too replace my SPA in 2001 and Ted said "He is not in the charity business". This was during the time that CAL SPA fell out of partnership with The Great Escape/Pool-A-RAMA. Remember do the right thing in everything you do, and good will come to you!
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#25 Author of original report

Cal SPA & The Great Escape, Do Not stand behind their Products !

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

Martin,

I knew before I entered this report that CAL SPA would not resolve any of my issues. And I am not sure if you personally have a learning disability or if it is the total incompetency of of CAL SPA refelected in your rebuttal. I Just wanted the world to know what happens when people pay their hard earned money to big businesses like CAL SPA and The Great Escape, for products and services that are of very poor quality.

I am not sure why CAL SPA have you responding to this report when it is clear that you are not reading the facts clearly and you keep stating that the SPA is out of warranty. Yes the SPA is out of warranty now. However when I originally requested assistance from CAL SPA and The Great Escape, my CAL Spa was well within the warranty time frame. The Fact that I was sold a 1997 CAL Spa in 1998 at full price, and the fact that The Great Escape attached a CAL SPA Gazebo to a hot tub with non-removable pannels, and the fact that CAL SPA has ignored me for the past 8 years, and the fact that TurboTubs was the Servicing vendor at the time and they were not even paid by CAL SPA for thier service calls, all points to poor customer service, and inferior product. The bottom line is that your product is a lemon and my $10,000.00 cedar wood deck is being destroyed by this leaky CAL SPA, which produce ice around the edge in the winter. I Will be distributing flyers depicting my leaky spa with both the ice in the winter and the mold around the hot tub in the summer until my hot tub is replaced by CAL. I will be distrubiting them all over Naperville, Aurora and South Holland, Illinois. Martin I suggest that you read this report again and it necessary show it to someone with a better understanding of the timeline involved here. For the record TurboTubs do not carry the CAL SPAs they only carry your gazebos.

You Should be contacting Ted, at The Great Escape because they are the ones that sold me your lemon and this is the company that your have just reunited with. TurboTubs in Naperville Illinois are the good guys. They stand behind thier products, and they suggested to Ted Chapman at The Great Escape too replace my SPA in 2001 and Ted said "He is not in the charity business". This was during the time that CAL SPA fell out of partnership with The Great Escape/Pool-A-RAMA. Remember do the right thing in everything you do, and good will come to you!
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#26 Author of original report

Cal SPA & The Great Escape, Do Not stand behind their Products !

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

Martin,

I knew before I entered this report that CAL SPA would not resolve any of my issues. And I am not sure if you personally have a learning disability or if it is the total incompetency of of CAL SPA refelected in your rebuttal. I Just wanted the world to know what happens when people pay their hard earned money to big businesses like CAL SPA and The Great Escape, for products and services that are of very poor quality.

I am not sure why CAL SPA have you responding to this report when it is clear that you are not reading the facts clearly and you keep stating that the SPA is out of warranty. Yes the SPA is out of warranty now. However when I originally requested assistance from CAL SPA and The Great Escape, my CAL Spa was well within the warranty time frame. The Fact that I was sold a 1997 CAL Spa in 1998 at full price, and the fact that The Great Escape attached a CAL SPA Gazebo to a hot tub with non-removable pannels, and the fact that CAL SPA has ignored me for the past 8 years, and the fact that TurboTubs was the Servicing vendor at the time and they were not even paid by CAL SPA for thier service calls, all points to poor customer service, and inferior product. The bottom line is that your product is a lemon and my $10,000.00 cedar wood deck is being destroyed by this leaky CAL SPA, which produce ice around the edge in the winter. I Will be distributing flyers depicting my leaky spa with both the ice in the winter and the mold around the hot tub in the summer until my hot tub is replaced by CAL. I will be distrubiting them all over Naperville, Aurora and South Holland, Illinois. Martin I suggest that you read this report again and it necessary show it to someone with a better understanding of the timeline involved here. For the record TurboTubs do not carry the CAL SPAs they only carry your gazebos.

You Should be contacting Ted, at The Great Escape because they are the ones that sold me your lemon and this is the company that your have just reunited with. TurboTubs in Naperville Illinois are the good guys. They stand behind thier products, and they suggested to Ted Chapman at The Great Escape too replace my SPA in 2001 and Ted said "He is not in the charity business". This was during the time that CAL SPA fell out of partnership with The Great Escape/Pool-A-RAMA. Remember do the right thing in everything you do, and good will come to you!
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#27 UPDATE Employee

CAL SPAS PARTS & SERVICE ALWAYS THERE TO ASSIST!

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

Vanessa,
As stated before, your 1997 spa is out of the warranty period. I apologize that we have to disagree about the policies and procedures but that is what we must abide by. However, I can understand your frustration from a consumer point of view and Cal Spas will still honor a discount on any parts that may be needed.

Please check with your service provider and let us know what parts are needed to repair your spa. I will see what we can work out here but understand all labor , travel or miscellaneous charges will be at your expense.

If you no longer want the spa, and want to upgrade to a new model, please let me know and I will contact Turbo Tubs to make you a great offer for all of your efforts.

Thanks again for your comments but at this time we cannot replace your spa since warranty was expired 3 years ago. We will be happy to assist with Parts and can find you a reputable service company or a great dealer for an upgraded spa.

- Customer Care Supervisor
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#28 Author of original report

Spa Leaked the 1st 3 years of 5 year warranty

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

Martin,

The response submitted is typical of the your previous responses to all the other CAL Spa customers in simular situations. I would like to provide some clarification to your Patronizing rebuttal.

It is time for companies and individuals such as yourself to become accountable and stand behind your product. If your products or merchandise is defective, a lemon, a design disaster and you are made aware of this flaw. The Great Escape, and Cal SPAs should try to reslove the issue using customers relations resolution techniques, instead of wasting your engergy and my time stating your general policies and procedures concerning your defective products.

Services calls were as follows:
07/10/98 Universal Pool Company
08/26/98 Universal Pool Company
11/25/98 Universal Pool Company
11/20/01 TurboTubs (CAL Spa Service Vendor)
10/12/02 Universal Pool Company (Inspected SPA confirmed SPA skirt non removable, fully foamed with an attanched CAL SPA Gazebo) Earlier when I mentioned design flaws, who in Your company orchestrated such a bad implementation. Or did The great Escape sell me a 1997 Spa with non removable pannels in 1998 and attach a CAL SPA gazebo to the skirt rendering the spa non serviceable.

Letters written are as follows:
9/30/02 Letter to CAL SPA
10/31/02 I wrote a letter to John/Scott as a follow up for the above service call by Universal Pool Company, where he confirms the leak and provide Pool-A-RAMA with photos, In this letter I beg them to please respond to me concerning my faulty, leaky CAL SPA with the attached CAL SPA Gazebo on a hot tube with non removeable pannels.

May I mention to you Martin that all of these transaction occurred prior to the expired warranty of July 2003.12/12/02 TurboTubs sent me a letter concerning the letter that I wrote to CAL SPA, and explained their position. They confirmed that the SPA had an internal leak and it was fully foam insulated model with factory stapled side panels. The Spa has a full gazebo enclosure screwed onto three sides of the spa cabinet.

According to TurboTubs, Pool-A-RAMA acted as the original sales and service agent for Cal SPAs initially at the time of purchase. Pool-A-RAMA profited from the sale of my spa which also includes any warranty liability implied for the spa model purchased. Pool-A-RAMA/The Great Escape, still has the ability to purchase any CAL SPAs parts and provide warranty service coverage for the full length and terms of the warranty on all spas which they have sold, regardless of, if they still sell the CAL SPAs brand or not.

The original seller always has reponsibility for providing warranty protection coverage from Cradle to Grave. The Great Escape did not want to deal with the problem and told me that they no longer supply the CAL SPAs and they could not service it. Attention all during this whole process CAL SPA completely ignored my pleas for help.

I Filed a complaint with the better business bureau 07/08/03,

I received a standard response letter from the BBB on 07/24/03

Wrote CAL SPAs 09/11/03 Letter was ignored.

TurboTUBS spoke with Ted from The Great Escape and suggested that he do the correct thing and replace my SPA with a New Spa. Teds response was that he was not in the charity business and that he was not going to replace my SPA.

Phone Calls:
11/05/01 TurboTubs

Big ticket items such as Hot Tubs are not items that are ignored if there is a problem with the product. I am not making all this up. I have all the supporting documentation and my SPA repairs should have been honored under the warranty or replaced accordingly. Please do not respond with meaningless patronizing rebuttals because it only exemplifies the fact that CAL SPAs and the Great ESCAPE needs to be accountable and responsible.
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#29 UPDATE Employee

WARRANTY IS EXPIRED BUT SERVICE & PARTS ARE ALWAYS AVAILABLE

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

The 1997 spa mentioned in this case came with a manufactures warranty of five years for plumbing and equipment components. The warranty extends to the original purchaser at the original site of installation and begins at the time of delivery. If your spa was purchased or delivered in July of 1998 , as stated, then the Warranty would expire in July of 2003.

You have only reported 3 service calls that were performed on your spa. At the time of service, Cal Spas & your selling dealer felt that your spa was repairable and will abide by warranty procedures. Your warranty states " In the event of any malfunction or defect covered under the terms of the warranty, a factory authorized agent is responsible to perform any necessary repairs." Warranty also states, " There will be no charge for parts or labor on a covered item, however the authorized service agent may access a resonable travel or mileage charge per service call." This is a standard fee in the spa industry .

When service is needed, customer must provide accessability to the spa in order for the serviceman to perform repairs. Our disclaimer in the Warranty states: " Cal Spas shall not be liable for the loss of use of the spa or other incidential consequential costs, expenses, or damages, which may include but are not limited to the removal of the permanent deck or other custom fixture." Your gazebo that is mentioned in your report would be considered a custom fixture.

If your spa is still experiencing problems, you may contact Turbo Tubs or Great Escape for repairs. If you are not happy with any of these dealerships and since your spa is out of warranty, you may choose any spa/hot tub repair company that may be found in your local yellow pages. If you need assistance with any parts, Cal Spas would be happy to provide you with a considerable discount considering your ongoing issues. Please contact Martin in Customer Care at 909-623-8781 and press option # 1 for Customer Care and he will honor your discount.

If you do not feel this spa is savageable and are interested in a newer model, we would be happy to talk to any of our dealers near your area to work out a great deal for you and your case.

We look forward to assisting you further and are here to help. Your satisfaction is our focus!

- Customer Care Supervisor
Cal Spas
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#30 UPDATE Employee

WARRANTY IS EXPIRED BUT SERVICE & PARTS ARE ALWAYS AVAILABLE

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

The 1997 spa mentioned in this case came with a manufactures warranty of five years for plumbing and equipment components. The warranty extends to the original purchaser at the original site of installation and begins at the time of delivery. If your spa was purchased or delivered in July of 1998 , as stated, then the Warranty would expire in July of 2003.

You have only reported 3 service calls that were performed on your spa. At the time of service, Cal Spas & your selling dealer felt that your spa was repairable and will abide by warranty procedures. Your warranty states " In the event of any malfunction or defect covered under the terms of the warranty, a factory authorized agent is responsible to perform any necessary repairs." Warranty also states, " There will be no charge for parts or labor on a covered item, however the authorized service agent may access a resonable travel or mileage charge per service call." This is a standard fee in the spa industry .

When service is needed, customer must provide accessability to the spa in order for the serviceman to perform repairs. Our disclaimer in the Warranty states: " Cal Spas shall not be liable for the loss of use of the spa or other incidential consequential costs, expenses, or damages, which may include but are not limited to the removal of the permanent deck or other custom fixture." Your gazebo that is mentioned in your report would be considered a custom fixture.

If your spa is still experiencing problems, you may contact Turbo Tubs or Great Escape for repairs. If you are not happy with any of these dealerships and since your spa is out of warranty, you may choose any spa/hot tub repair company that may be found in your local yellow pages. If you need assistance with any parts, Cal Spas would be happy to provide you with a considerable discount considering your ongoing issues. Please contact Martin in Customer Care at 909-623-8781 and press option # 1 for Customer Care and he will honor your discount.

If you do not feel this spa is savageable and are interested in a newer model, we would be happy to talk to any of our dealers near your area to work out a great deal for you and your case.

We look forward to assisting you further and are here to help. Your satisfaction is our focus!

- Customer Care Supervisor
Cal Spas
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#31 UPDATE Employee

WARRANTY IS EXPIRED BUT SERVICE & PARTS ARE ALWAYS AVAILABLE

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

The 1997 spa mentioned in this case came with a manufactures warranty of five years for plumbing and equipment components. The warranty extends to the original purchaser at the original site of installation and begins at the time of delivery. If your spa was purchased or delivered in July of 1998 , as stated, then the Warranty would expire in July of 2003.

You have only reported 3 service calls that were performed on your spa. At the time of service, Cal Spas & your selling dealer felt that your spa was repairable and will abide by warranty procedures. Your warranty states " In the event of any malfunction or defect covered under the terms of the warranty, a factory authorized agent is responsible to perform any necessary repairs." Warranty also states, " There will be no charge for parts or labor on a covered item, however the authorized service agent may access a resonable travel or mileage charge per service call." This is a standard fee in the spa industry .

When service is needed, customer must provide accessability to the spa in order for the serviceman to perform repairs. Our disclaimer in the Warranty states: " Cal Spas shall not be liable for the loss of use of the spa or other incidential consequential costs, expenses, or damages, which may include but are not limited to the removal of the permanent deck or other custom fixture." Your gazebo that is mentioned in your report would be considered a custom fixture.

If your spa is still experiencing problems, you may contact Turbo Tubs or Great Escape for repairs. If you are not happy with any of these dealerships and since your spa is out of warranty, you may choose any spa/hot tub repair company that may be found in your local yellow pages. If you need assistance with any parts, Cal Spas would be happy to provide you with a considerable discount considering your ongoing issues. Please contact Martin in Customer Care at 909-623-8781 and press option # 1 for Customer Care and he will honor your discount.

If you do not feel this spa is savageable and are interested in a newer model, we would be happy to talk to any of our dealers near your area to work out a great deal for you and your case.

We look forward to assisting you further and are here to help. Your satisfaction is our focus!

- Customer Care Supervisor
Cal Spas
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#32 UPDATE Employee

WARRANTY IS EXPIRED BUT SERVICE & PARTS ARE ALWAYS AVAILABLE

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

The 1997 spa mentioned in this case came with a manufactures warranty of five years for plumbing and equipment components. The warranty extends to the original purchaser at the original site of installation and begins at the time of delivery. If your spa was purchased or delivered in July of 1998 , as stated, then the Warranty would expire in July of 2003.

You have only reported 3 service calls that were performed on your spa. At the time of service, Cal Spas & your selling dealer felt that your spa was repairable and will abide by warranty procedures. Your warranty states " In the event of any malfunction or defect covered under the terms of the warranty, a factory authorized agent is responsible to perform any necessary repairs." Warranty also states, " There will be no charge for parts or labor on a covered item, however the authorized service agent may access a resonable travel or mileage charge per service call." This is a standard fee in the spa industry .

When service is needed, customer must provide accessability to the spa in order for the serviceman to perform repairs. Our disclaimer in the Warranty states: " Cal Spas shall not be liable for the loss of use of the spa or other incidential consequential costs, expenses, or damages, which may include but are not limited to the removal of the permanent deck or other custom fixture." Your gazebo that is mentioned in your report would be considered a custom fixture.

If your spa is still experiencing problems, you may contact Turbo Tubs or Great Escape for repairs. If you are not happy with any of these dealerships and since your spa is out of warranty, you may choose any spa/hot tub repair company that may be found in your local yellow pages. If you need assistance with any parts, Cal Spas would be happy to provide you with a considerable discount considering your ongoing issues. Please contact Martin in Customer Care at 909-623-8781 and press option # 1 for Customer Care and he will honor your discount.

If you do not feel this spa is savageable and are interested in a newer model, we would be happy to talk to any of our dealers near your area to work out a great deal for you and your case.

We look forward to assisting you further and are here to help. Your satisfaction is our focus!

- Customer Care Supervisor
Cal Spas
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