Cal Spas, Watson's Cal Spas and Watson's double-talk to avoid warranty service Pamona California
We purchased a Cal Spas Avalon spa from Watson's of Olathe in June 2007 and it was installed in August 2007. The spa has not operated properly since installation as follows:
1. A footwell jet did not operate. Reported in October 2007. Still not fixed.
2. Spa began to leak in December 2007. Reported February 2008. Fountain feature was leaking. Still not fixed.
3. Lights not working. Reported February 2008. Still not fixed.
4. Heat exhanger failed. Reported February 2008. Replaced.
5. Secondary pump failed. Reported February 2008. Replaced.
Watson's of Olathe has made 12 service calls since installation. Since February 13, 2008, the spa has sat empty and up on blocks, unusable. Repeated phone calls and emails to Watson's of Olathe have accomplished nothing. All they say is they cannot get the fountain part from Cal Spas and that all we can do is wait. Persons contacted at Watson's of Olathe include Kevin White, service manager and Richard Breedlove, operations manager, neither of which are cooperative or responsive.
Repeated phone calls and emails to Cal Spas are unproductive. Cal Spas says that Watson's of Olathe is doing everything they can do. We've repeatedly asked Cal Spas the status of the parts order but they do not respond. Persons contacted at Cal Spas include customer service rep Sandra Murillo and Peggy (last name unknown). Neither have been helpful in resolving the many issues.
All we get is double-talk. Watson's says Cal Spas isn't providing the replacement part. Cal Spas says Watson's is doing everything they can do. Neither has indicated the status of the part order or the repairs or given any indication when we can expect repairs to be completed. Neither fulfills their promises to follow up and contact us.
Buyers of Cal Spas products should be aware of the poor quality of the products, the poor customer service and the lack of commitment to customer service and satisfaction. Clearly they do not uphold warranty commitments.
Buyers of products from Watson's should be aware of dismal customer service, failure to adequately service the products they sell and failure to live up to the commitments they make at the time of sale.
Check the websites of both companies. The commitments and claims made on the websites are well beyond the performance of either.
Jim
Lee's Summit, Missouri
U.S.A.
2 Updates & Rebuttals
Jim
Lee's Summit,Missouri,
U.S.A.
Commitment to resolve issues not delivered
#3Author of original report
Mon, May 05, 2008
I received a note on April 24, 2008 from Cal Spas that "your replacement parts should be out to the dealer by the end of next week. The dealer will be in contact with updated information. We have made it very clear that a phone call needs to placed by them. I do apologize for the poor service you have endured up until know. If for any reason you feel you do not receive a call from them, please advise us . All parts ordered thru this dealer have been released and shipped..." By my calendar, we should have heard from the dealer no later than Saturday, May 3, 2008.
Watson's did not call despite Cal Spas alleged efforts.
Cal Spas Corporate Warranty Department
Pomona,California,
U.S.A.
Standing Behind Cal Spas Warranty
#3UPDATE Employee
Sat, April 26, 2008
Dear Jim,
Please be advised the listed complaint is being reviewed by Cal Spas warranty review board. Cal Spas values its customers and their opinions, the warranty review board would like to contact you directly to resolve this issue regarding its products. If deemed a wrong doing to the customer by Cal Spas, we apologize and would like the opportunity to correct the issue.
A Cal Spas customer service representative will call to resolve if you can provide us with your contact info or, email your contact info to ccmanager@calspas.com to quickly put closure to this issue between Cal Spas and the customer.
Thank you, for making Cal Spas Customer Care aware of the said complaint and hope that this will come to a satisfactory resolution for all parties involved.
Respectfully,
Cal Spas
Customer Care
Warranty Review Board
Phone: 1-800-CAL-Spas