• Report: #352027
Complaint Review:

Cal Spas/Leisure World Home Resort

  • Submitted: Wed, July 16, 2008
  • Updated: Sun, November 16, 2008

  • Reported By:Torrance California
Cal Spas/Leisure World Home Resort
1462 E Ninth Street Pomona, California U.S.A.

Cal Spas/Leisure World Home Resort What a scam they are!!!! Pomona California

*Consumer Comment: warranty

*Consumer Comment: Cal Spas is Dishonest

*Consumer Suggestion: Long Distance Fix?

*Consumer Comment: Don't wait Debby....

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First of all we purchased our spa and gazebo from Cal Spas in April of 2004. We had trouble from day one. The gazebo we ordered was not the correct one and when they finally brought the correct one out the installers damaged it so badly we didnt want it after that. We had to threaten Cal Spa with a lawsuit before they would finally do anything about it. Now, we are told the two pumps are shot. This spa is just a little over 4 years old, barely used, and now the pumps are out!!

We called a spa technicician who is one of their authorized service techs and he found the problem. According to him pumps should last at least 10 or more years. I called Cal Spa and inquired about the warranty. I was told it was covered. I called back to the tech to let him know it was covered under warranty but he wanted to be paid first because of Cal Spas reputation of being a 'scam'.

So, I called back to Cal Spa they gave me some other tech on their list that came out, didnt bother to let me know he had a trip charge of $90.00 until he had already looked at it. He took the cover off and spent maybe all of 5 minutes stating "yes, the pumps and the seals were bad. I had already told him what the other gentleman had said. He right away tells me that this isnt covered under their warranty as it is considered a maintance problem. How are we to know when the small leak is occuring and getting into the seals and bearings. We check the spa a couple of times a year and didnt notice anything. Now Cal Spas tells me of this is not covered and you did not maintain the spa properly. Not true.

The first technician tells me there is no way for them to know if it water chemsitry problem or faulty bearings and seals to begin with. The pumps would have to be taken out and then taken apart piece by piece to determine this. Who is to say that it was a lack of maintance over faulty parts. This is how they get out of their warranties. This company is a scam and needs to be shut down. We paid alot of money for this spa and it should not have these problems after 4 years and little use.

I am going to contact a lawyer and if nothing else take them to small claims. I am also filing a complaint with the consumers affairs and better business bureau. This is so frustrating and they need to honor their warranties instead of playing their dirty little games as usual.

Torrance, California

This report was posted on Ripoff Report on 07/16/2008 02:48 PM and is a permanent record located here: http://www.ripoffreport.com/reports/cal-spasleisure-world-home-resort/pomona-california-91766/cal-spasleisure-world-home-resort-what-a-scam-they-are-pomona-california-352027. 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


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

I believe the warranty starts the day you made purchase. does not matter how long it was floor model. It does not matter if it a floor model or not. Guess that is why I own Jacuzzi Brand. no hassels and they stand behind their products. Hope they will stand up and take responsablity for the problem.
Good Luck
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#2 Consumer Comment

Cal Spas is Dishonest

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

I had a problem with the bubbles forming underneath the acrylic shell on my spa. I filed a complaint in October. It will take upwards of 20 minutes if you are on the phone with Cal Spas to reach the warranty department. The first representitive I dealt with by email was named Sandra. I kept emailing Sandra multiple times to find out what the delay was with my claim. She told me Blanca was handling the claim. Both representitives never returned my phone calls. After two weeks, I show up to the corporate Office in Pomona, California with the sales receipt and multiple detailed pictures of the damage.

Two weeks later, Blanca calls me and said that because I bought a floor model spa the warranty for the shell would not be honored. At the same time, the other warranty on the spa for service would be honored. How can this company pick and chose what warranty they want to honor and not honor? The owners manual said the shell is covered. I bought this spa new from the Ontario, California showroom.

In summary, Cal Spas has poor customer service, and from personal experience poor products. I paid more to buy a Cal Spa because of its name. Instead I am left with a defective productive.
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#3 Consumer Suggestion

Long Distance Fix?

AUTHOR: County Pool & Spa - (U.S.A.)

I am a Cal Spa service agent and may be able to help even though I am 1,000 miles away.

I must first point out I am an independent business owner and do not work for the dealer who sold you the tub. I do not work for the factory that manufactured your tub. Cal Spas has sole and final authority regarding warranty approval or denial.

Please, provide the serial number of your hot tub. It can be found on a metal plate on the outside of the cabinet to the right of the equipment door. It should be in the format: 04S-12345.

Once I have checked the serial number we may be able to send your pump to the factory for a formal warranty evaluation. It may be necessary for you to send the pump to me or I can send you an empty box with the appropriate claim form and UPS shipping label.

If the claim is approved, I will send you a new pump under warranty. If the claim is denied, I will send you the denial letter with an estimate for a replacement. If you must purchase a new pump I will sell it to you at wholesale +20% + freight. You will save at least 40% on the part.

You would pay all freight charges and you would need to remove and replace the pump yourself or hire somebody locally.

Please, let me know if I can help.
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#4 Consumer Comment

Don't wait Debby....

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

It appears that you are in California so that's good, sue them in Small Claims, the maximum amount you can claim is $7500.00. You may have to take a loss but its better than collecting nothing. You need to file as soon as possible so you don't lose out on your statute of limitations and have no recourse. They'll probably have a customer service person respond to this and say "Cal Spas will want to work with you" but I'm sure you can see that they've said this before, you need to protect yourself and it appears small claims is your only way to do it. Keep us posted! Good Luck.
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