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Cal Spas ripoff Wrong Gazebo Spa leaks and no support from Cal spas Farfield California
I purchased a new spa and Gazebo in July in Fairfield Ca. I bought 7'x 7', 64 jet spa with stereo CD/radio and the Luxury Gazebo 7.5' x 7.5 . The sales person (Beion) showed me the display in the store of what he told me I was getting (same size spa and gazebo) at the time I purchased minus the stereo. He said that was my size spa and gazebo when later I learned that the one I was shown was actually a 8' x 8' gazebo.
When my spa and Gazebo was delivered in August (the first time they sent me the wrong Gazebo, retuned it and came back 2 weeks later with the other) and installed it I noticed it was smaller fit tight all the way around, I have to wrestle with the cover to get it out of the spa and can only get it out thru one window barley, causing me to rattle the windows.. I was told the cover would slip back behind the spa and Gazebo To make things worst and most importantly one of the support legs comes right down in front of the stereo compartment door making it impossible to open and use the stereo I spent and additional $1200 for. I had no Idea at the time of purchase that is where the compartment would be and would be interfered with by the support leg.
I felt the sales person should have known that gazebo wouldn't work with the stereo and the sales manager Joe agreed. He said he would see what he could do and his first offer was to get me a gazebo that would fit but it would cost me $1000 more to upgrade. I told him I didn't think I should have to be forced to upgrade when I thought the one I was getting would work. I told him if he can replace it with one that will work at no additional charge I would accept that but if he couldn't I'd like to return this one and get a refund on the gazebo. He countered with he could replace the gazebo at no additional charge but I would have to pay $950 for delivery and set up, or they could refund my gazebo($4100) but I'd still pay $950 for them to come get it. Either way I'm losing around $1000 dollars for there mistake. I didn't find that acceptable and he said I needed to call Vicky at Cal Spas to see what she could do for me. Vicky told me she had nothing to do with it and I need to talk to Joe again. Joe told be he had nothing to do with it and it seems Cal Spas gives him no support in these matters and he just cant give me what I requested as he has no authorization to do so but he would keep trying for me. I've called Joe numerous times and he won't return my calls or someone else answers and says he not there. This has been going on for 2 weeks now.
My next step was to call Cal Spas Customer Care. I talk to a person named Peggy, told her my problem and she said it was my fault and I should pay for the replacement or return as she compared it to me purchasing a couch at the store and when it was delivered it didn't fit the room I wanted it to go in and I should pay for delivery. I said its nothing like that. I could get 10 gazebos in my back yard. It doesn't fit the Spa with the stereo and the sale person should have known that. She said she didn't want to discuss it any longer and when I asked to talk to a supervisor she said he would tell me the same thing and then hung up on me.
That's only one of the 2 problems I'm having. Since I first put water in the Spa I noticed a leak. I called Joe and he gave me the number of a Service Tech. in my area (Dennis). I called Dennis for 2 weeks before he returned my call. He told me to call him right back and leave a voice recording on his phone and describe the problem and leave my address and phone # on the answering machine. I did as he asked. He also told me before he could come out and fix my problem I needed to give him the serial # off the Spa so he could get paid for the job. I thought later about it as to why couldn't he get the info himself when he comes out and does the work first?
I think he is pulling a scam and possibly turning in claims for work done that he hasn't as he's told me a time and day he was coming, didn't show and hasn't showed up yet. I called my sales manager Joe and of course he said he would take care of it. Results = Zero. Still leaking, no reply from Dennis or Joe.
Cal Spas did get hold of me finally and want there carpenter to try and modify the gazebo. I told them that is not acceptable as I didn't purchase a modified gazebo and I have no Idea of the integrity and reliability of a modification. What if I were to allow them that and the roof collapsed when someone was in it and got hurt. Do you think Cal Spas would take the blame? I don't thinks so.
I just want a refund for the gazebo and Cal Spas doesn't want to do that. I still haven't had my leak fixed and don't know what damage that could be creating for future problems. This has been going on since August and nothing done for me yet.
Philip
Vacaville, California
U.S.A.
3 Updates & Rebuttals
Philip
Vacaville,California,
U.S.A.
Its Resolved, Cal Spas came through
#4Author of original report
Fri, December 01, 2006
Although it took some time and letters to websites like this and the BBB Cal spas came though and took the gazebo away and credit my account. I think the phone call and letter and pics I sent to Casey Lloyd the CEO may have moved things along but who knows. Also Cecelia Williams one of the customer care Supervisors stayed on top of it and was very helpful. As for the leak. I discovered though a friend of mine that I may have had too much water in the tub and when it went though the filtration cycle water was hitting the cover and running down the side. I never noticed that as I never observed it during that time. I lowered the level some and no more leak. (my bad) but no one ever showed to check it out. I love the hot tub and go in it every nite after work to wine down. Will I buy another Cal Spa or recomend them? Probably not as they definately need to improve there customer service.
Case closed
Customer Care Supervisor
Pomona,California,
U.S.A.
CAL SPAS WILL PICK UP AND REFUND GAZEBO!
#4UPDATE Employee
Tue, October 17, 2006
Thank you for contacting and letting us know about your experience with our products. 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 deal with the sale of your gazebo that was not to your standards and did not fit properly around the spa. This is not a manufacture's defect but possibly a sales error. We will identify the reasons for this and will make sure this does happen in the future. This matter will be addressed with all of those involved.
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. Therefore, the Cal Spas Superstore of Fairfield ( LWHRP of Ca #2-Fairfield ) , will arrange the pick up of your gazebo and start the refund process.
We apologize for any delays this may have caused you. Please allow Rivercities and our delivery team the opportunity to work with you and insure that all your issues are resolved. Please contact our Retail Delivery Team at 909-623-8781 ext. 757 for further details.
Thanks again for choosing Cal Spas for your home resort needs.
Kelly
Rancho Cucamonga,California,
U.S.A.
A suggestion
#4Consumer Suggestion
Fri, October 13, 2006
My suggestion would be to you is to sue them in small claims court. Small claims has a limit of $7,500.00. Make sure you have all your notes, etc. documented for the small claims hearing. You can see the number of frustrated people who write on this website against Cal Spas, you don't want to be one of them. You'll need to sue them in the county that the gazebo was purchased in. Good luck.