• Report: #246245
Complaint Review:


  • Submitted: Mon, April 30, 2007
  • Updated: Thu, May 24, 2007

  • Reported By:Dover Delaware
1462 East Ninth Street Pomona, California U.S.A.



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I bought a calspas in 2004. I was sold on the great warranty. But like everone else who bought a cal spa, I found out that they will not stand beehind their warranty. I have a pump that went bad. There is supposed to be a 5 year warranty on it. But i was told that because the seal went bad and water leaked into the pump, it will not be covered.

I had a authorized repair shop come out to my house. they took the pump out and I got a call a week later saying that the pump would not be covered. I called Cal spas directly and spoke to PEGGY HAMBLIN. This person was screaming at me that I should have taken the hot tub APART every two weeks to check for leaks. Then she started yelling that it is in the manual on page 6. I asked to speak to her manager and she hung up on me. I called back and she told me her manager was on the phone and she could give me the email address to a coplaint department.

I called the authorized repair shop and they then told me I owed 75.00 to them for coming out to take the pump out. Can anyone tell me what to do next?

How can a seal that goes bad void a warranty?
Why isnt the seal included in the warranty?
Is there anything a customer can do to make the seal go bad?
why hasnt anyone filed a lawsuit against cal spas for breach of contract. When i bought the spa I bought the warranty - right?

Dover, Delaware

This report was posted on Ripoff Report on 04/30/2007 03:32 PM and is a permanent record located here: http://www.ripoffreport.com/reports/cal-spas/pomona-california-91766/cal-spas-warranty-rip-off-pomona-california-246245. 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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Updates & Rebuttals

#1 UPDATE Employee


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

Thank you for bringing this to our attention. Our phone calls are monitored for Quality Assurance and we can guarantee, that after reviewing the phone conversations with a representative, we can assure that you were not hung up on. We understand that you were frustrated regarding the situation and want you to know that our rep was only going by our Policies. In your Owner's Manual, under Limitations and Exclusions, it states that pump seals are a replaceable service item and not covered under Warranty terms. If your pump seal is not checked periodically and not changed out, it will start to deteriorate thus causing water to enter the chambers of the motor and causing damage to the barrings of the motor. This is not deemed a manufactures defect in materials and workmanship and therefore not covered under Warranty terms.

However, Cal Spas strive for satisfaction and are willing to offer you a replacement pump/motor assembly at no cost to you. If you would like to accept this offer, please contact us at customerservice@calspas.com and we will discuss the details.

Cal Spas backs up our product and look forward to resolving this matter for you.
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