Cal Spas Water leaks into control panel - destroys electronics when it rains! Ripoff Pomona California

Ryan,
We apologize for any delays in this matter. We will identify the reasons for this delay in your refund and make sure this is expedited. We will continue to work diligently with all parties involved to resolve this in a timely manner. Thanks again for your patience. We have also sent your free cover directly to your selling dealer.

Ryan,
We apologize for any delays in this matter. We will identify the reasons for this delay in your refund and make sure this is expedited. We will continue to work diligently with all parties involved to resolve this in a timely manner. Thanks again for your patience. We have also sent your free cover directly to your selling dealer.

Ryan,
We apologize for any delays in this matter. We will identify the reasons for this delay in your refund and make sure this is expedited. We will continue to work diligently with all parties involved to resolve this in a timely manner. Thanks again for your patience. We have also sent your free cover directly to your selling dealer.

It has been nearly 2 months since I was promised a refund. How long does it take to issue a chargeback on a credit card? That's a couple minute job.. yet for some reason I'm still waiting. and waiting...

Ryan,
Cal Spas & Jack's Pools & Spas will continue to service your spa until all your issues have been resolved. A brand new 5300 control box has been sent to your dealer. We do have some questions & suggestions for you that may assist all parties involved in resolving your ongoing issues.


For the cover test you did:
We would first look at the cover to see if it could simply be turned 90 degrees so the water runs off the sides instead of off the front of the spa. If there is no cover lifter or other obstruction involved this would be a simple solution. We would also want to know if this is an original Cal Cover spa cover.

What type of foundation do you have?:
We would like for you to check to see if the spa is level. If there is a slope of the pad causes water to run where it normally would not, this isn't a design defect in the spa.

How is water getting into this equipment area?:
We are still curious about how water off the cover gets into the control box. The control box is "drip proof" by design just like everything in the equipment area. If the water is following the electrical connection and getting in where the conduit connects, this isn't a design flaw or defect in the spa. If the wiring connection does not use conduit (flexible, liquidtight preferred) but simply has wires passing through the knockout hole...again: no design flaw and no defect in the spa. It would be recommended that you contact your electrician that hooked up your spa as they may be at fault.

Rock Cabinets:
We have delivered several rock sided spas up here and other places where it rains all the time. We have had no reports of this problem. We would like to ask the customer if he can take some digital pictures and email them to us. A photo of water actually running into the cabinet and a photo or two of the damage to the control box might be of some assistance.

Please provide us with some insight and photos if possible so we can resolve all your issues. Jack's Pools & Spas have stated that they will contact you to schedule a service date. Let us know if you need additional help. We are here to assist you.

Thanks again for bringing these matters to our attention. We look forward to working with all parties involved to resolve these issues. If you need further assistance, please give me a call at 909-623-8781 ext 753 or e-mail me at ccsupervisor@calspas.com.

Finally, a factual response that was not full of excuses. I do honestly thank whom ever wrote that. The writing style is far different than Martin's.
Not all issue above were addressed however.

May I ask then how you have this company selling and repsresenting you to your buyers treat your product purchasers like this? I mean it has been 7 months since this problem arose and it is still not fixed. That may not be your responsiblity per se, but you do have control and influence of those you authorize. Correct? So knowing what was going on and not intervening is in actuality you enabling Jack's to Not Back up Your Warranty. I'm sure you have your dealers sign an agreement of service and quality to sell your products. I'm not sure how you allow Jack's to be a "public face" for your spas.

One more note: I received a copy of a letter on your letterhead to the credit card company I am dealing with; I am not sure why you are writing it and not Jack's. But it was also sent to the Ohio Attorney's General Office ... and I counted no less that 5 flat out lies. Not stretching the truth -- but completely crafted stories. I'm not sure how well this sits with you; but it leaves a pretty sour taste in my mouth.

I will post the letter here within a day or two and correct the lies either you or Jack made up.

Can the employee who wrote the above post please identify yourself by name or extension?

Thank you in advance.

Ryan,
If there are any defects due to defects in materials or workmanship, your selling dealer is responsible to perform any necessary repairs. Cal Spas will warranty parts & labor on a covered item. Please contact Bill at Jack's Pools & Spas to schedule a service date.

A refund request through Cal Spas, a division of California Acrylic Industries, cannot be processed. Cal Spas will repair or replace a defective item at our discretion provided these items fall within warranty guidelines.

The previous refunds that we may have provided in the past, may have been to our factory owned locations only. Our original Sales transactions are with the selling dealer. Your sales transaction/payment has been with your selling dealer, Jack's Pools & Spas.

If you still wish to pursue this refund, please read your original sales agreement regarding their refund policies and also contact them direct. Cal Spas did not participate in your Sales transaction and cannot intervene but will uphold our manufacture's warranty.

Ryan,
If there are any defects due to defects in materials or workmanship, your selling dealer is responsible to perform any necessary repairs. Cal Spas will warranty parts & labor on a covered item. Please contact Bill at Jack's Pools & Spas to schedule a service date.

A refund request through Cal Spas, a division of California Acrylic Industries, cannot be processed. Cal Spas will repair or replace a defective item at our discretion provided these items fall within warranty guidelines.

The previous refunds that we may have provided in the past, may have been to our factory owned locations only. Our original Sales transactions are with the selling dealer. Your sales transaction/payment has been with your selling dealer, Jack's Pools & Spas.

If you still wish to pursue this refund, please read your original sales agreement regarding their refund policies and also contact them direct. Cal Spas did not participate in your Sales transaction and cannot intervene but will uphold our manufacture's warranty.

Ryan,
If there are any defects due to defects in materials or workmanship, your selling dealer is responsible to perform any necessary repairs. Cal Spas will warranty parts & labor on a covered item. Please contact Bill at Jack's Pools & Spas to schedule a service date.

A refund request through Cal Spas, a division of California Acrylic Industries, cannot be processed. Cal Spas will repair or replace a defective item at our discretion provided these items fall within warranty guidelines.

The previous refunds that we may have provided in the past, may have been to our factory owned locations only. Our original Sales transactions are with the selling dealer. Your sales transaction/payment has been with your selling dealer, Jack's Pools & Spas.

If you still wish to pursue this refund, please read your original sales agreement regarding their refund policies and also contact them direct. Cal Spas did not participate in your Sales transaction and cannot intervene but will uphold our manufacture's warranty.

Ryan,
If there are any defects due to defects in materials or workmanship, your selling dealer is responsible to perform any necessary repairs. Cal Spas will warranty parts & labor on a covered item. Please contact Bill at Jack's Pools & Spas to schedule a service date.

A refund request through Cal Spas, a division of California Acrylic Industries, cannot be processed. Cal Spas will repair or replace a defective item at our discretion provided these items fall within warranty guidelines.

The previous refunds that we may have provided in the past, may have been to our factory owned locations only. Our original Sales transactions are with the selling dealer. Your sales transaction/payment has been with your selling dealer, Jack's Pools & Spas.

If you still wish to pursue this refund, please read your original sales agreement regarding their refund policies and also contact them direct. Cal Spas did not participate in your Sales transaction and cannot intervene but will uphold our manufacture's warranty.

Thanks for your willingness to take some sort of action (though I have been in contact with your company since April).

"- We have acknowledged your request for a full refund but Cal Spas are solely the manufacturer of the product and all selling inquiries will need to be handled by Jack's Pools & Spas." -------
Regarding my request for a refund: I see that of the 89 complaints registered to with the BBB branch of LA your company has indeed granted 13 full refunds.

No. of Cmpl Type of Response
13 Making a full refund, as the consumer requested
1 Making a partial refund


"A brand new 5300 control box will be sent to your dealer and they will contact you to arrange service once they receive it." ------
Please provide me on this website with the tracking number for that box; considering I have not heard from Jack's Pools and Spas once regarding this issue -- I'd like to know they actually have the box.

"Although the water damages are not normally covered under warranty terms as specified on the Warranty Exclusions & Limitations, we will cover any replacement parts needed at this time to take care of you and your selling dealer, Jack's Pools & Spas will provide the installation provided you allow them on your property." ------------
I'm glad that you state on here any replacement part since there are quite a few wiring harnesses that connect to the control panel that blackened from aparant electrical arcing from the water damage. ------> I'm not sure why you have repeatedly told me about letting them on my property to perform the repairs; I have been calling and begging them nearly half a year to come on my property and fix the spa. Not once have they ever been denied or discouraged from coming on my property.

"I apologize that you feel that you have a "defective" item. However, Cal Spas will stand behind our product and take care of all your spa issues." -----------------
Yes, I do consider my spa defective. I would love for you to explain on this site how you may draw any other conclusion that it is not defective. Please explain that to me. Why is it only me that considers it defective? -- Why do you not consider it defective? Thanks in advance for your answer.

Since you obviously do give refunds (on average 1 full refund every 3 months), can you have Casey or Shiva contact me to tell me why I am not eligible in your companies eyes for a refund. Again, thanks in advance for assisting with that. Please forward this request on to them. I'd like any reply either in a letter, fax, or email.

Ryan,
Thank you for your comments. I apologize that you feel that you have a "defective" item. However, Cal Spas will stand behind our product and take care of all your spa issues.

-A brand new 5300 control box will be sent to your dealer and they will contact you to arrange service once they receive it.

-Upon service, Jack's Pools & Spa will also provide preventive maintenance repairs to resolve your "water damaged" products from occuring again. They have been given approved alternative solutions that they will discuss with you.

-Cal Spas will also reimburse you for the first set of replacement parts that you purchased provided you send the necessary documentation that was previously requested.

- Although the water damages are not normally covered under warranty terms as specified on the Warranty Exclusions & Limitations, we will cover any replacement parts needed at this time to take care of you and your selling dealer, Jack's Pools & Spas will provide the installation provided you allow them on your property.

- We have acknowledged your request for a full refund but Cal Spas are solely the manufacturer of the product and all selling inquiries will need to be handled by Jack's Pools & Spas.

Please allow Jack's Pools & Spas to provide service. Cal Spas reserve the right to repair or replace at our discretion. Your spa is currently deemed repairable and will be taken care of.

Thanks again for your continued patience in this matter.

Martin ~
per our conversation on Monday in which you repeatedly asked me how I knew that my product was defective; I am giving you the definition here for your future reference:

Defect:
Main Entry: 1defect
Pronunciation: 'dE-"fekt, di-'
Function: noun
Etymology: Middle English, from Latin defectus lack, from deficere to desert, fail, from de- + facere to do -- more at DO

1 a : an imperfection that impairs worth or utility

There you go. That's from Merriam-Webster.

You asked me how water getting in the control panel is a defect? Well Martin, that would apparently be an "imperfection that impairs the utility" of the spa.

I hope this clears that issue up for you since you asked me so many times. I asked you to explain to me how it was not a defect.. but your only answer to my question was, "Well, explain to me how it is a defect." If you couldn't answer my question just say so - I did not think it was my place to explain to you the definition of "defect". Considering you are in charge of Customer Care it is extremely pathetic you do not know what a defect is - speaks volumes for your company.

And it was very clever of you to mention that maybe I spray water in there; excellent way to trust your customers and your service technicians.

Now, I know you explained to me in our short conversation that "I am the only person having this problem"; was it your intent by saying that to imply my problem is not important to you since no one else has the same issue? I am not sure why it matters how many people are having this problem or not -- I am, a customer who bought your product, and as crazy as it may sound - I do expect that product to work (that is to say not have any defects, Martin); and, even more crazy - as a paying customer I do expect you to honor your warranty that comes along with your product.

I guess this is too much to ask from you or your company.

I suggest that anyone having any problems with Cal Spa in anyway, shape, or form bypass waiting for customer care or tech support when they call Cal. I suggest you call Martin directly to see who is behind customer care personell upfront who field most calls (it will make you feel bad for the employees).

Also, I would suggest anyone thinking about purchasing a Cal-Spa call and speak with Martin. His lack of candor and sarcasm will let you get a feel for the company you are thinking about entering into a relationship with via their product.

Good day too you Martin and if I can help you with any other words please let me know.

Thank you for your response and for your opinion on our product. We work very hard to bring our consumers quality products, and your comments are very important to us.

We understand how upsetting it was to pay for thie first repair but our panels require ventilation for your equipment area and water getting into these areas may be due to an overflow issues.

We have provided alternative solutions to rectify this for you and please cooperate with your selling dealer to take care of this for you.

For this inconvenience, we will see if we can reimburse you for the first replacement of your control box. Please fax your original Sales Agreement, Serial # of spa, delivery date, cost of repairs and proof of purchase to 909-622-0042 and you may also e-mail to ccsupervisor@calspas.com.

We appreciate you bringing this matter to our attention. You are a valued customer and we sincerely hope that you will continue to enjoy Cal Spas products in the future.

Please allow us the opportunity to work with you and insure that all your issues are resolved. Please contact me at 909-623-8781 ext. 325 or by e-mail at ccsupervisor@calspas.com if you need further assistance.

Cal-Spa quote: In a heavy rain season, you may also cover those vents on the cabinet panel with some type of plastic covering to prevent water seeping into the equipment area.

You are great with adding adjectives. Heavy rain? -- I said any sort of rain.

So you have a huge flaw in your design that allows water in my electical compartment -- and instead of acknowledging this you come up with a brillian "quick fix". Put plastic over the vents that your company engineered to have there for a reason. Wow.

Would you like me to set my alarm at night to check to see if its raining outside - so in the case that it is - I can go put plastic over your product? Or if I'm on vacation - should I plan on a neighbor taking care of my spa -- since, from what you've said, the shell of the spa is not weather-resistant?

You are saying it is my responsiblity to make sure water does not come get inside the shell. I'm saying it is your job as a manufacturer to create a non-faulty product.

1 - I have all ready paid around $500 for a new control panel back in March - because water got in there - and no one at your company would believe melted snow caused it; so you would not warranty it.

2 - Now you are offering to replace the one I all ready paid for; excepting you did not mention to "put plastic" over the vents. So I'd expect you to refund my money for (1) above.

3 - I sent that 1st control panel in for Jesse to test. He was either supposed to refund me my money if it was under warranty -or- send it back to me. So far neither has happened. Obviously you need to refund me.

4 - I spoke with a customer service rep who (while I was on hold spoke with her manager and tech) said she would send a new control panel out immediately to me. That has never happened.

5 - I am speaking with my dealer to get a refund of your product and to get it off of my property. You sell a poorly made product, and have only aknowledged my problems since they were brought to light on this sight.

6 - I have all documentation of - 1 - phone logs made to your tech support/ customer service -2- all contact with Jack's Pools and Spas to get problem resolved -3- Service call dates -4- photos of ongoing issue // I have recorded this problem throughout the past 8 months of a failed control panel

7 - I am very familiar with the Uniform Commercial Code/ Artilce 2 /// UDAP// -- and Magnuson-Moss Warranty Act -- so I'm very confident with a forthcoming refund.

8 - My credit card company has been made aware of the situation and have requested all records of my dealing with Jack's and your company. (I'm glad someone will look out for consumers).

I hope this to be solved prior to getting any sort of other parties involved; but knowing my consumer rights, I'm not afraid to resort to getting legal representation to verify my consumer rights and your lack of corporate responsibility.

Please post back if you feel it to be necessary; the more you give me in writing at this point the better.

RYAN,
After reading your original comments, here is what you stated: "what if I dump a bucket of water in the dead-center of the spa cover and lets just see where the water runs of the lid. He thought I was crazy - but agreed to the test. I dumped a few gallons of water on the center of the cover as he watched."

This is not the normal operation of a spa and there aren't cases where buckets of water are dropped on a cover, however, if you are in an area where you have heavy rains, it is strongly suggested you obtain coverage such as a gazebo, patio, any type of enclosure or some type of cover as Jack's Pools & Spas suggested.

In a heavy rain season, you may also cover those vents on the cabinet panel with some type of plastic covering to prevent water seeping into the equipment area.

Since this preventive maintenance was not given to you previously, Cal Spas will cover the Control Box , even if there is water damage.

If you would like to discuss this in further detail, please give me a call or e-mail me at ccsupervisor@calspas.com

Your response to my issue was completely mistated by you in your rebuttal; please maintain the facts - as they are just that - facts. The side panels are not damaged what-so-ever. The tub has never ONCE been filled even over the LED lights waterline. The water has always been maintained between above the jets and below LED's.

The service-person YOUR company authorizes to complete necessary repairs confirms there is zero panel damage to front of spa and water did not come from overfilling (which according to Jesse at your company the "double-loop" would take care of). If you have an issue with your own certified technician maybe you should contact your authorized dealer to request a second opinion. You are stating you do not believe your own technicians.

I would be more than happy to have another one of your authorized dealers/techs come look at the spa and give their opinion since you do not trust the one who services my spa. Your technician and I watched water roll off the top of the the spa cover -- and proceed directly behind the outside panel where the control panel and all electronics are seated. This is what I stated above, which you ignored in your response. Since I have written that 1st complaint I have spoken with Jack's Pools and Spas (your authorized dealer). They stated that the solution to this problem was to "put a tarp" over the spa when it rains. I believe a 10 thousand dollar spa less than a year old should have its production stood behind from its manufacturer. Please contact Jacks Pools and Spas if your companies technician did not make that suggestion.

The unit is defective and has been since February or March. Please check out pictures here: (( link removed by ROR you can post pictures on ROR)))- the pictures should be familiar to you as they were forwarded to your company from your local dealer so you should have them on file. If you choose to rebute this -- please, I implore, that you address the issues with out bringing up possibilities that have been ruled out by your own technicians. Please address the facts presented from one of your costumers and your own dealers and technicians.

Thank you for contacting and letting us know about your experience with our products/service. We work very hard to bring our consumers quality products, and your comments are very important to us.

We understand how upsetting it was to have your side panels damaged and your control box go out due to over flow of water. In order to prevent this in the future, please fill your spa below the pillows or at the water line to prevent overflow. This information is also in your owner's manual.

Cal Spas will back up our products and will replace your control box , panels and any other parts that may be needed to get your spa up and running. Once you receive these parts, you may contact your selling dealer to install these items if you need assistance.

We appreciate you bringing this matter to our attention. You are a valued customer and we sincerely hope that you will continue to enjoy Cal Spas products in the future.

Please allow us the opportunity to work with you and insure that all your issues are resolved. Please contact me at 909-623-8781 ext. 325 or by e-mail at ccsupervisor@calspas.com to provide me with more details on your case and shipping information.

Thanks again for choosing Cal Spas. We are here to help.