Complaint Review: Simulated Environment Concepts Inc. - G E Money

I purchased a SpaCapsule and it was financed through G E Money Bank. All of this was easy to do but as you will see when I get to the end of this, nothing has been easy about this whole situation. After the paper work was done it was time to pick a color. They told me it would take a couple of months to deliver/ My first thought was to go with my gym colors but after giving it some thought I decided to go with SpaCapsule colors which was my 2nd mistake. The first was buying it.

Moving on, I was asked to send them the measurements and a diagram of the door it was to go through and where it was going to be placed. I was sent a list of items that I would need to have ready for them when it was delivered. Everything was done according to their specs.

On delivery day, as the spa was being unloaded and as the protective cover was being removed, it was a sunny day and you could see all and any flaws that it had. There was a scratch in the left side plexi glass. My 2 employees were on the side with me. I told my wife to get her camera and to start taking pictures and she did. It's not an expensive camera so it didn't get the best pictures but was good enough to see there were places in the paint.

They sent 2 delivery guys. One could speak no English and the other could speak pretty well but we still had problems communicating with each other. I immediately started showing the one that could speak good English the paint job. He said it wasn't bad. I then told him he wasn't paying for it and that wasn't a decision for him to make. I then had one of my employees go inside and call SpaCapsule and report the paint flaws that were done.

We continued to get spa inside. Once the spa was inside and placed, it was turned on. It ran for a couple of minutes and then the breaker tripped out. It was restarted and tripped again. One of the delivery guys started checking voltage to see if I had the proper voltage. He found it was right. He then took the cover off of receptacle to check my wiring. He found this was right. So they looked in the breaker panel and they found I had a 30 amp ground fault breaker. They called back to talk with a technician. The tech told me that I didn't need a ground fault breaker. It was built in the system. I showed them that the specs came from SpaCapsule that requiring the 30 amp breaker otherwise I wouldn't have spent $135 for a 30 amp GRB. They told me they had never seen those specs before from SpaCapsule. I pointed out to him the paperwork that came from his company.

First week of operation the jet bag burst and had problems with water temperature and error messages. I sent an email the day it was delivered letting them know that I wasn't happy. I sent a second email before anyone ever got back with me. They made me an offer on the paint job before anyone attempted to come out and look at it. They made an offer of $1000 and more marketing material. I told them to send someone out to look at it.

Steve called and told me that if he had to fly down to look at it, it would cost them more money. I told him that someone had to replace the jet bag. After arguing for a few minutes he said he would come down and he would replace the jet bag himself.

When he got there the bag was replaced and we then talked about the paint. He said he would need to talk to the owner. Steve told me that he didn't know about the paint until I told him. The delivery guys didn't tell him when they came back in off the road. This meant that the guys had to of been on the road for 2 or 3 weeks before going in.

Steve then told me that the delivery guy didn't tell him about the paint because one of the two delivers was responsible for the quality and condition of beds on pick-up. During this time, I had a 2nd jet bag to rip. Around a week later the delivery guys were sent back out to replace the bag. I was told that was a bad batch of bags.

I kept calling Steve and asking what were they going to do about the paint and after numerous conversations he asked me what would make me happy. I told him to pick the bed up and bring me a new one to replace the one I had.

He told me he would rather do a money settlement or give me a $2000 discount on a 2nd bed. I explained to him that I wouldn't think of purchasing a 2nd bed with what the first one looked like. Then he started getting a little pushy wanting to resolve the issue.

He told me if I had 2 choices what would be the first.I said a new bed. He asked what would be the second choice and I said a new bed. He then told me that I needed to work with him. I explained that I was. After a couple of weeks of this I finally told him if they wanted me to settle with a money figure that I would settle with $5000.00. His reply was they couldn't do that. That was their profit. I told him that wasn't what I wanted either. I just wanted what I paid for.

He then tried threatening me by saying that they could just call the deal off and pick the bed up. I told him that would be fine. He very quickly came back and said if we replaced the bed would I be happy. I told him I would be. He said he would start working on it and it would take a couple of months to get one ready. He called a couple of weeks later and said he had some ready and he was going to pick the best one out and send it to me. I gave him 6 weeks and called him back to see where the bed was. He would not return my calls.

I finally got up with him and he said spa wasn't going to do anything and it was out of his hands. I then contacted SpaCapsule and was directed to Alex Hamilton where the bullshit started again. Alex told me there had been too much time passed and they couldn't pick it up but he might be able to get me a couple thousand for my trouble.

I stopped any contact with them and filed a complaint with G E Money. I sent pictures, emails and a written statement. They sent me a letter back and told me that everything had to be directed to the merchant or provider where the item was purchased.

To sum it up, the pain job is what it is. You can see it and it will be like that. The other problems with the electronics are intermittent. Here is a list of things that have happened on more than one occasion.

Problems with the SpaCapsule:
1. Paint Job is terrible
2. Touch screen will not work at times.
3. At times, canopy will not lift when massage is done.
4. Water bag tore twice within the first month.
5. Error messages have came up and ended massages early.
6. The right side view glass was scratched during delivery and they were supposed to have replaced it. Which they have not.
7. The push stop button does not work at times.

I honestly feel this was a used or reconditioned spa.

Anthony
Pageland, South Carolina
U.S.A.