Complaint Review: Cal Spas

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.