Pajaro Services

We are glad to hear that Mr*** is now willing to let us on his propertyto do the repairHe has mentioned, in his last letter, that he will beavailable after July 20thWe would appreciate if Mr*** could be at thehouse during the repair and validate that the spa is running fine when wefinish.It sounds like there was a bug or two in the system; however these are notcomplicated machinesIf the problem is not happening while ourtechnicians are at the spa it becomes very hard to diagnose and repair.I am also glad that he is satisfied with our service department and has no illwill towards the dealershipWe value the fact Mr*** chose ourdealership to do business with and look forward to repairing the issue thathe is experiencing.We will call him to schedule the repair.Thank You,*** ***Mission Valley Spas

Re: Complaint ID ***I have received the complaint from Mr*** *** and our response is as follows;Let me start by saying that we are sincerely sorry that the customer is not happy with his purchaseWealso understand that any repair can be an inconvenience to the customer.However, our
service records do not match the claims he has madeIn the months since the deliveryof his spa there have been two service callsEach service call was for a different causeThe first call wasfor a sensor and the second was for a flow switchIn each repair the part was replaced quickly and whenwe left the spa was operating perfectlyOur service records have been validated with JacuzziCorporation because, in each occurrence, we submit a claim and we are reimbursed for the parts thatare used, per the warranty.On or about June 3rd of this year we were notified that Mr*** had a third service issueWhen wetried to set the appointment for repair he refused and demanded a 100% refundI am sorry but after 14months of use we find this request unreasonable and we cannot comply.Customers choose to purchase Genuine Jacuzzi Hot Tubs because of the strength of their products andtheir warrantiesThe warranty on Mr***'s spa is for a fullS years- and it covers both parts andlabor.We simply ask that he allow us the ability to repair his spa.*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have little argument with what *** has statedThe difference between their records for the number of service calls and my experience is probably splitting hairsI'll accept thatI think that there was one additional call in which the technician had the parts with him and may not be on recordThe other four visits were really two service calls which involved two visits due to the need to order partsAgain, splitting hairs and I'll accept that without any further argument.My only reason for this initial rejection, which I now feel relatively confident will get resolved, is that I asked for written records from this point forward due to the repeated attempts to fix it which have failedThe only way I get any response in writing is to invoke the services of a third-party (Revdex.com).The problem has been that I have not been home to see it "working perfectly" when the technician leftI get home and all I have to do is toggle the UV setting on and off to reset the pump and I'm back to the same FLerror on the displayMaybe the technician didn't get that error before he left, but I did either when I got home or within the next few daysMy wife and I both determined that this spa is either a lemon or that Jacuzzi quality has taken a major downward spiralWe'd prefer to get rid of it and start over if that's the case.I'd like to add that the reason we bought a Jacuzzi is exactly as *** stated; reputationWe had our last Jacuzzi for over years and it worked great the whole time with only minor repairs I easily and quickly performed myself at very low costI usually got those parts from the parts and service store connected directly to Mission Valley SpasTheir service and personnel have always been excellent and each time I browsed replacement spa options in the connected showroom I was impressed with both the products and the people working in the showroomI have no ill will toward Alan's business or the fine people who work there even though it may have seemed as such during my last visit to express my frustrations and demandsI want them to continue to be a successful business, but not if it is partially at my expense.I will not be available for the next service call until after July If we can set up a time to get this done that week or within a couple of weeks after that, and we can achieve a properly working spa as a result, I'll consider this resolvedThank you.Regards,
*** ***