Complaint Review: Morgan Spas and Hot Tubs

My wife and I purchased a Morgan's hot tub in March 2012.  The hot tub was initially delivered on June 19 (8 weeks after promised), 2012 for a price of $5742.66. 

The price was to include set-up, a set of stairs, a cover, and an automatic arm for the cover.  Upon delivery, Morgan stated that new covers were on back order and they would give us a "loaner" until the new cover arrived.  The loaner had a tear across the top, which we had to fix with duct tape on that day.  The automatic arm was damaged, and we had to send it back to receive an undamaged unit.  We have contacted the company on numerous times, and have each time been told the parts are still on back order, which is now over 11months (I am writing this letter on May 23, 2013). 

Our spa began leaking in mid-March of 2013.  We had a service person from Morgan to the house to look at the leak (the spa has a lifetime warranty on leaks) on April 1, 2013 (Service agreement number 570558 issuing from the Dallas, Texas home office address - technician vendor number - 8398).  We were informed the center (volcano) jet was leaking, and a part would need to be ordered.  We informed this person about the cover and automatic arm again during this visit, and all the information was placed the work order from April 1 along with the jet issue.  After not hearing from Morgan for a 10-day period after the service call, I e-mailed the company using the on-line site, receiving a reply from Joanna Poirier.  She stated the company was working on the order and they would be in touch with us.  On April 17, I wrote to them again, not hearing anything in the interim, and I wrote once again on April 19, receiving no response either time. 

We were contacted again and promised a service person would arrive on May 3, 2013 to service the hot-tub.  No person arrived, and no call was given to our home.  I have been forced to begin a lawsuit, which I hate to do but it has become obvious at this point that the company is doing whatever necessary to avoid fixing their product, which is under warranty, or delivering parts that were a part of the original purchase price.

In summary, we have purchased a hot tub with a 6/19/12 delivery for which we have yet to receive either a cover or automatic arm, both items of which were a part of our purchasing package.  We also have a leaky jet that has yet to be resolved after 3 full months of requests.

I have no hope that the company is trying to help resolve this issue and is rather acting in a wholly derelict manner with respect to its responsibilities.  In my estimation, you are doing yourself a favor by staying far away from this company.  You are probably much better off trying to build your own hot tub.