Thermo Spas Spent $11,000 on a spa that is falling apart in less than 1 year Wallingford Connecticut

We purchased a Sparta Spa from Classic Spas, who has since gone out of business last year. Classic Spas ordered the Spa from Thermo Spas, who handles all of our warranty issues. We were told that normally, they send a representative from Thermo Spas to our home to show us the best placement for the spa, however, nobody was available in our area. It was delivered to us November 2007, and we have had nothing but problems with it. This spa was purchased at the price of $10,995.00 and every time something goes wrong, we get a new part or service, something else goes wrong. We needed a new control panel in the beginning, then the cover fell apart, then one side of the hot tub warped, now we have jets literally falling out of it for no reason, we have one spinning jet that doesn't spin anymore, another that froze in the off position, and now today, the same side of the tub has warped and melted, as has the cover above the corner where the warping seems to be starting. Each time you call Thermo Spas with an issue, they either take weeks to get back to you or try to tell you that your issue is not warrantied. I have filed a formal complaint with the better business bureau and so far the response from Thermo Spas has made it look to be my fault that the spa is falling apart. The largest issue we have here, is the warping/melting of the cabinet and cover. A few months ago, when the cabinet first started warping, Thermo Spas had me send a photo and then sent new panels. It has since happened again, and worsens every day. I have had 4 different people help me to investigate this issue. We have come to the determination that it is a reflection of the sun on our back bedroom window, which is reflecting the sun, similar to a magnifying glass back over the the gazebo, through the bars and onto the spa only on the one side. The warping is in a diagonal pattern due to the steel bars on the gazebo. Yesterday, we tinted the window with dark tint to prevent any other damage. When the spa was first set up in 11/07, 2 men came out from a local spa dealership that Classic Spas hired to set it up. At the time, we had a patio heater on it's own patio in the yard, but far enough away from the spa. Both of these gentleman, separately came out on 2 different occassions, and the patio heater is no longer here as we sold it on craigslist in February of this year, 2008. The second gentleman, Mark, asked me if we still had it and I told him no, we sold it. He himself, stated that even if it was still here, it shouldn't harm the spa. The sun was shining that day and he felt the top of the gazebo where we have a protective tarp, and felt how hot it was and noticed that it too was melting. He then said it had to be the sun. Now, in his report back to Thermo Spas, they had him write a letter stating that it has to be the patio heater and that it is all our fault, although it isn't here. It is clear that they are trying to run from the issue. When you call Sparta Spas and ask about their warranty, it is a 20 year shell warranty that also covers "Acts of God", which I feel this is classified under this situation. I also feel that others should be aware that this can happen if their window on their house just happens to be in the right position. In researching on the internet, I did find some websites that show window reflections can melt vinyl siding, which is stronger than what these cabinets are made of on the spa, which is Thermo Board. If Thermo Spas isn't willing to replace the panels and the cover, then we are stuck with an $11,000 product that looks like garbage.

Kimberly
Rochester, New York
U.S.A.