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Report: #392931

Complaint Review: Cal Spas - Pomona California

  • Submitted:
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  • Reported By: Garden Grove California
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  • Cal Spas 1462 East Ninth Street Pomona, California U.S.A.

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Cal Spas does not honor their Lifetime Warranty. I purchased my CalSpa 6 years ago at the Orange County Fair. The first few years there were no problems but in the last 12 months I have had to spend over $1,000 on service. The most recent bill for $500 included over $300 to replace a pump that had LIfetime Warranty printed right on it. They replaced it with another that also said Lifetime Warranty. When I complained to the repairman, who was recommended to me from the Cal Spa store in Ahaheim, I was told they represented CalSpa and I should file a complaint with the company. I wrote a letter to Casey Loyd, President of CalSpa in Pomona describing my disatisfaction. He replied in writing a month later, stating the cost for the service call should not be covered, only the part. I wrote back again, and attached a copy of the reciept, asking for a refund on the cost of the part. One month later again, I got another letter stating my request was denied because I had purchased the spa from a fair - at a Cal Spa booth! Now it is again, on the fritz and will need additional service. I will never purchase a Cal Spa product again and would not recommend Cal Spa to anyone. Their service - or lack thereof - STINKS! While you may not have any problems initially, when you do you'll be left on your own. Rotten service!

Bruce
Garden Grove, California
U.S.A.

This report was posted on Ripoff Report on 11/19/2008 02:38 PM and is a permanent record located here: https://www.ripoffreport.com/reports/cal-spas/pomona-california-91766/cal-spas-lifetime-warranty-is-bogus-pomona-california-392931. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
0Author
2Consumer
0Employee/Owner

#2 Consumer Comment

Cal Spa's Honored My Warranty and Redeemed their Image

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

POSTED: Thursday, February 19, 2009

I just want to thank Cal Spa's warranty department for working with me. My claim took months to resolve, but the end result was worth the wait. Here's my story. I bougt a 2004 floor model Pacifica spa in 2005. When I drained the spa in October, 2004, I noticed there were bubbles in the acrylic shell. In December the spa was picked up from my house, and a month later the claim was denied. I tried a second time, before asking to have my old spa returned.

I think where most people go wrong is they use vulgar language, and emotions over the phone instead of dealing with the facts. Over the phone I was calm and patient. Even though there were times I wanted to yell at Cal Spa's, I didn't becuase that would accomplish nothing. With patience and courtesy, in February, 2009 my new spa arrived.

My suggestion for consumers is when buying a Cal Spa make sure you have the sales representitive go over the warranty with you, since there are time limitations with various parts of the spa. If you buy a floor model (like I did) make sure you are getting the warranty that is in the owner's manual.

Read everything in the owner's manual, inproper maintainace can void your warranty.

If you need to make a claim, just be patient, it's not like going to Best Buy where you can exchange an item that day. Filing a claim on an expensive product takes time to resolve.

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#1 UPDATE EX-employee responds

Go for small claims court

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

POSTED: Thursday, January 15, 2009

I would sue them in small claims court if I were you, I used to work at Cal Spas and I speak from first hand experience that customers calling to complain was an everyday occurrence.

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