Primo Hot Tubs and Swim Spas

It is a used hot tub that we were removing at no charge We are not responsible for what happens with a hot tub that is over years old As I have mentioned we normally cut up the hot tub when removing from one that is recessed into a deck We only did not do this because he mentioned to my employees he wanted to give it to his Girl friend The contract clearly states and he initialed and signed "Delivery access must be Flat, level, Clear of any obstructions prior to our arrival [redacted] Hot Tubs and Swim Spas does not preform any construction work of any kind The Removal of doors, windows, walls, handrails, and any other obstruction is the responsibility of the owner Any Damage resulting from poor access will be the responsibility of the owner The old spa being in the same place the new spa was going is an obstruction We sent Mr [redacted] some extra Chemicals and offered to move the old hot tub to his girlfriends at no additional charge because we wanted him to be a happy customer He accepted the chemicals then decides to file a complaint The crack in the spa does not affect the performance of the unit.I feel like we have done more than we should have already and hope he enjoys his spa See attached copy of contract to support our position

PRIMO Hot Tubs & Swim Spas delivered your spa on 09/07/2016, the time from delivery leading to your first email to our office, was the first we were notified about a potential leakWe had our technician come out to your home with a $service fee (all parts & labor covered under warranty, manufacturer does not cover service fee, and PRIMO stands behind Master Spas product without service fee for the first days after delivery)Our Sales Agreement states that service / Trip Fees are not covered under the WarrantyOur technician found the leak and sealed it offIt is unfortunate about the situation, and we have since let you know to call our office for immediate attentionYou stated in your complaint that we informed you not to fill the spa back up for hours (which is days) and you admit you filled it up days laterHad you not waited months to contact us, a service charged would not have appliedOur technician's arrived at your home the last time and you made them wait because you were demanding to a technician to provide you chemicalsOur technician(s) were there to service your spa and in a prompt fashion, they do not have authority to grant your demandsYou emailed our office at 10:am, asking about your demand that our technician had given a response on, and we again clarifiedNo one ever told you that we would not give you start up chemicals because you don't buy our recommended productsWe informed you of why you are not receiving free chemicals, and merely stated that you don't even use our recommended products for maintenanceWe pride ourselves in our fast service attempts, and have made sure you provide that service to youWe, again, apologize about the unfortunate service complaint, and do hope that you are able to continue enjoying the SpaYour spa has been fixed and was fixed under the manufacture warranty Please contact us if you need any further assistance at our office: 281-466-We look forward to better chemistry going forward ??

***,We do not want you to be frustrated with thisWe have stayed on top of your service issue, and unfortunately out of our control that the part took a little longer to ship from the factory.The part that we are replacing is the circ pump, not a bad fuseIt hasn't been down for monthsYour husband visits our store frequentlyEach time we all chat with him.We have not received calls from you, just emails, and both of those have been responded toAgain, we look forward to replacing the circ pumpAs our email stated, it has arrived at our store, and we will be calling you to schedule an appointment.Maintenance is a very important topic to keep on top of!Thanks!

This customer is totally not telling the whole truth. We were removing a very old hot tub built in a deck and delivering a new one to replace it. The customer wanted to try to salvage the old unit to give to his girlfriend. When we started to remove the unit the acrylic started to crack which is not... unusual for old units to do so. Since he wanted to try to salvage unit they stopped until they could come back out with what is called an airbag to lift the unit out. My secretary talked to this customer at least twice about the issue and I talked to him once. When we talked to him we let him know that we are not responsible for any damage to the old unit. We let him know of an acrylic repair company to repair the crack if he wanted to do this. Our contract clearly states that the customer must provide access to where the spa is to be placed. Any damage that occurs to any property because there is not sufficient access ***s is not responsible for. For him to say we never returned his calls or talked to him is totally not true.

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
The business' response stated that they told me several times that the cover shelf did not come with the coverHowever, prior to me purchasing the cover they told me it came with a cover shelfI went over cover options in great detail with Kelsea from PrimosI asked her how they worked and how well they would workI even sent her photos of my swim spa, which I had purchased from PrimosPrior to purchasing the cover, I asked her how the cover would roll, and she told me it was easy to roll and it comes with a shelf that you roll it onAfter I purchased the end2end cover and it was delivered, I asked the delivery crew about the shelf since they didn't install it, and they told me that they didn't get a shelf to put on the spaI immediately called Kelsea who told me she didn't know why they didn't have the shelf and she was going to call someone and call me right backShe then called me back and told me that she was told that it would be an additional $for the cover shelf, which she initially told me came with the coverThis is ridiculous and unprofessional for a business to trick someone into purchasing something by stating it comes with accessories, and then after delivery tell the customer to give them more money for that accessory that they initially told the customer the product came with So yes, as Primos stated in their response, I was told several times that the end2end cover does not come with a cover shelfHowever, I was not told this until after I made the purchase and the end2end cover was deliveredPrior to me making the purchase I was told that it DID come with a shelf that you roll the end2end cover onSince I was told that it came with a shelf, I should be provided with the shelf or a partial reimbursement since I was lied to about this purchase. As far as the speakers, I reported them being broken in March 2016, and they were just fixed on June 22, Primos didn't help me get them fixedPrimos kept telling me to call *** *** *** sent out the technician ***, who is not part of Primos, who finally fixed it on June 22, 2016. This is the worse purchase I have ever madePrimos lied about everything dealing with my swim spaThey have poor customer service and they don't do what they tell you they are going to doThe entire reason I purchased from Primos is because their salesperson John lied to me and told me that their company was local in *** *** and that they would be there to send out their techs to help with repairsPrimos is not in *** ***, it is located in *** *** *** which is hours away from *** ***I had issues with my spa ever since I purchased it in January It started with the delivery guy Gilbert lying to me about the deliveryI had the delivery scheduled for Martin Luther King Day, and he called me to reschedule because he told me that he spoke with my concrete guy who said the concrete slab would not be ready by that dayWhen I called my concrete guy he told me that Gilbert lied and that the concrete slab would be ready by the delivery day and that Gilbert asked him to change the date for the concrete slab to be ready because he couldn't deliver my spa because he would be at a sales expo on MLK DayThen when I told Gilbert this, he had Primos call me and try to collect another deposit, which I had already paidI know he did this because I could hear him talking to the lady in the background. Primos was supposed to set up my spa and fill it with water and do the initial chemical startup, and I even had this notated in my contractThey failed to do thisInstead, they sent me videos and instructions on how to do the startup, and all the instructions conflicted with each otherIt took over a month before someone came out and gave an orientation, which was supposed to be done the day of deliveryThen I found out early February that my heaters didn't workI called for serviceThey sent a few "technicians" out over the course of a couple months because it took about two to three weeks to get one scheduledEvery last one of them that came out said that they were not "technicians." They said they only delivered the spas so they couldn't fix the heatersOne guy even went to sleep outside in his car, and didn't fix anythingI didn't get my heaters fixed until March 2016, when my FRIEND came out from *** and fixed themThen I found that my speakers didn't work in March I had to go back and forth with Primos and *** *** who were both stating that it was the other's responsibility to set up the repairFinally, *** *** set up the repair for the speakers and my speakers just got fixed on June 22, I also found that my swim spa had a leak, and *** *** real technician fixed that on June 22, 2016.
Regards,

*** *** speakers are under warranty and have already been repaired. We have stayed in touch with Mrs***, and have responded to her every complaint, concern, and issue. Mrs*** also purchased an E2E roll up cover, however those to do NOT come with a shelf, but
can be purchased additionallyThis was stated to Mrs*** several times, and the technician that was at her home repairing the speakers kindly let her know as well, that a shelf is a completely separate and optional item. The shelf for the E2E roll up cover can be purchased additionally for $She has not ordered a shelf as of yet, but if she would like one, then we encourage her to purchase one

This customer has some problems with his hot tub because he placed his GFCI box inside the hot tub. The manual states that the GFCI box has to be a minimum of ft away from the unitI have emailed the customer and let him know that the way his electrician connected the hot tub did not follow
the mandatory way the manual states it has to be connectedThe pumps keep shutting off after one cycleThe customer thought they were over heating so we installed a ventilation kit to keep the pumps coolThis did not correct the problem so I have let the customer know that he needs to correct his electrical problem which I feel is causing the problem. We do have pictures to support the electrical is incorrect On May the factory confirmed the electric is wrong. Here re is the first email I sent *** *** this is Vince Primo Owner of Primo Hot Tubs and Swim Spas I know that you have written a bad review to Master SpasWhich in this case is not warranted I am asking you to please retract the review since this is clearly not a problem with Master Spas or the product We will be happy to assist you and do whatever we can to help There are a couple of things you will need to do though Please see below. The problem with your unit is you installed the GFCI Breaker Box inside your spa The GFCI Breaker Box is NOT suppose to be inside the unit This is not up to code and is VERY Dangerous You will need to hire a licensed electrician to mount the GFCI Breaker box on the outside of the spa per the specs below One reason this must be on the outside of the unit is in case of an emergency and someone can quickly turn breaker off Please see the Electrical Requirements in your manual I have placed in Bold the area that describes this Primos Hot Tubs and Swim Spas can not come out to service or repair your unit until an licensed electrician has properly connected power to your unit You will have to provide a paid receipt showing that the work was preformed by a licensed electrician You are in jeopardy of voiding your warranty Please notify as soon as the unit is properly hooked up If you need an name of the Electrician we refer I will be happy to pass it on to you Please let me know See below HAVE YOUR ELECTRICIAN READ THE FOLLOWING INFORMATION BEFORE INSTALLATION BEGINSElectrical connections made improperly, or the use of wire gauge sizes for incurring power which are too small, may continually blow fuses in the electrical equipment box, may damage the internal electrical controls and components, may be unsafe and in any case will void your warranty.It is the responsibility of the spa owner to ensure that electrical connections are made by a qualified electrician in accordance with the National Electrical Code and any local and state electrical codes in force at the time of installation.These connections must be made in accordance with the wiring diagrams found inside the control boxThis equipment has been designed to operate on 60Hzalternating current only, volts are requiredMake sure that power is not applied while performing any electrical installationA copper bonding lug has been provided on the electrical equipment pack to allow connection to local ground pointsThe ground wire must be at least AWG copper wire and must be con- nected securely to a grounded metal structure such as a cold water pipeAll Master Spas equipment packs are wired for VAC onlyThe electrical service for your spa must include a AMP switch or circuit breaker to open all non-grounded supply conductors to comply with section 422-of the National Electrical Code. The disconnect must be readily accessible to the spa occupants, but installed at least five feet from the spaA Ground-Fault Circuit Interrupter (GFCI) must be used to comply with section 680-of the National Electrical CodeA ground fault is a current leak from any one of the supply conductors to groundA GFCIis designed to automatically shut off power to a piece of equipment when a ground fault is detected.Service to the spa must be dedicated 240V, 50A wire plus ground (#AWG copper with minimum #AWG copper ground).Route service into the equipment area for final hoto terminals inside the spa control systemThe spa must be hooked up to a “dedicated” volt, amp breaker and GFCIThe term “dedicated” means the electrical circuit for the spa is not being used for any other electrical items (patio lights, appliances, garage circuits, etc.)If the spa is connected to a non-dedicated circuit, overloading will result in “nuisance tripping” which requires resetting of the breaker switch at the house electrical panel. 201412Permanently Connected Equipment Assembly with Pump(s), Heaters, Luminaine, Ozone, Spa Side Control(s), Pump shut off device, and Audio/Video Components.Note: Some of the above components may be optional or not available with every spa model.DONOTDIVE. 1400 Configuration - 240V, 50A GFCINote: Electrical requirements by model is shown in Model SpecificationsOnly electrical configurations pertain- ing to the models referenced in this manual are shown.ELECTRICAL REQUIREMENTSHAVE YOUR ELECTRICIAN READ THE FOLLOWING INFORMATION BEFORE INSTALLATION BEGINSElectrical connections made improperly, or the use of wire gauge sizes for incurring power which are too small, may continually blow fuses in the electrical equipment box, may damage the internal electrical controls and components, may be unsafe and in any case will void your warranty.It is the responsibility of the spa owner to ensure that electrical connections are made by a qualified electrician in accordance with the National Electrical Code and any local and state electrical codes in force at the time of installation.These connections must be made in accordance with the wiring diagrams found inside the control boxThis equipment has been designed to operate on 60Hzalternating current only, volts are requiredMake sure that power is not applied while performing any electrical installationA copper bonding lug has been provided on the electrical equipment pack to allow connection to local ground pointsThe ground wire must be at least AWG copper wire and must be con- nected securely to a grounded metal structure such as a cold water pipeAll Master Spas equipment packs are wired for VAC onlyThe electrical service for your spa must include a AMP switch or circuit breaker to open all non-grounded supply conductors to comply with section 422-of the National Electrical Code. The disconnect must be readily accessible to the spa occupants, but installed at least five feet from the spaA Ground-Fault Circuit Interrupter (GFCI) must be used to comply with section 680-of the National Electrical CodeA ground fault is a current leak from any one of the supply conductors to groundA GFCIis designed to automatically shut off power to a piece of equipment when a ground fault is detected.Service to the spa must be dedicated 240V, 50A wire plus ground (#AWG copper with minimum #AWG copper ground).Route service into the equipment area for final hoto terminals inside the spa control systemThe spa must be hooked up to a “dedicated” volt, amp breaker and GFCIThe term “dedicated” means the electrical circuit for the spa is not being used for any other electrical items (patio lights, appliances, garage circuits, etc.)If the spa is connected to a non-dedicated circuit, overloading will result in “nuisance tripping” which requires resetting of the breaker switch at the house electrical panel. 201412Permanently Connected Equipment Assembly with Pump(s), Heaters, Luminaine, Ozone, Spa Side Control(s), Pump shut off device, and Audio/Video Components.Note: Some of the above components may be optional or not available with every spa model.DONOTDIVE. 1400 Sent from my iPad

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
[Provide details of why you are not satisfied with this resolution.]
Regards, I totally disagree with Mr***'s last responseMr*** is incorrect with his assessment of the details of this issueMr*** illustrates unfiar business practice and lacks honesty and integrity in his customer service dealingsThis whole issue relates to "Negligence" by his company and has nothing to do with contracts as alleged by Mr***Any chemicals received from this company were gifts and not payment for remedy for the damages caused by ***'s companyNothing in Mr***'s company/customer contract exempts his company from being liable for damages caused by his workers due to irresponsibility and Negligence of the *** Company installers.Mr*** is responsible for damages caused to my Spa/tub regardless of the fact that the Tub is still operational.I request a speedy resolution in this issue to avoid further actions.Thank You*** ***

It is a used hot tub that we were removing at no charge.  We are not responsible for what happens with a hot tub that is over 5 years old.  As I have mentioned we normally cut up the hot tub when removing from one that is recessed into a deck.  We only did not do this because he mentioned to my employees he wanted to give it to his Girl friend.  The contract clearly states and he initialed and signed "Delivery access must be Flat, level, Clear of any obstructions prior to our arrival. [redacted] Hot Tubs and Swim Spas does not preform any construction work of any kind.  The Removal of doors, windows, walls, handrails, and any other obstruction is the responsibility of the owner.  Any Damage resulting from poor access will be the responsibility of the owner.  The old spa being in the same place the new spa was going is an obstruction.  We sent Mr. [redacted] some extra Chemicals and offered to move the old hot tub to his girlfriends at no additional charge because we wanted him to be a happy customer.  He accepted the chemicals then decides to file a complaint.  The crack in the spa does not affect the performance of the unit.I feel like we have done more than we should have already and hope he enjoys his spa.  See attached copy of contract to support our position.

PRIMO Hot Tubs & Swim Spas delivered your spa on 09/07/2016,  the time from delivery leading to your first email to our office, was the first we were notified about a potential leak. We had our technician come out to your home with a $95 service fee (all parts & labor covered under...

warranty, manufacturer does not cover service fee, and PRIMO stands behind Master Spas product without service fee for the first 60 days after delivery). Our Sales Agreement states that service / Trip Fees are not covered under the Warranty. Our technician found the leak and sealed it off. It is unfortunate about the situation, and we have since let you know to call our office for immediate attention. You stated in your complaint that we informed you not to fill the spa back up for 72 hours (which is 3 days) and you admit you filled it up 2 days later. Had you not waited 8 months to contact us, a service charged would not have applied. Our technician's arrived at your home the last time and you made them wait because you were demanding to a technician to provide you chemicals. Our technician(s) were there to service your spa and in a prompt fashion, they do not have authority to grant your demands. You emailed our office at 10:28 am, asking about your demand that our technician had given a response on, and we again clarified. No one ever told you that we would not give you start up chemicals because you don't buy our recommended products. We informed you of why you are not receiving free chemicals, and merely stated that you don't even use our recommended products for maintenance. We pride ourselves in our fast service attempts, and have made sure you provide that service to you. We, again, apologize about the unfortunate service complaint, and do hope that you are able to continue enjoying the Spa. Your spa has been fixed and was fixed under the manufacture warranty  Please contact us if you need any further assistance at our office: 281-466-2618. We look forward to better chemistry going forward ??

This customer is totally not telling the whole truth. We were removing a very old hot tub built in a deck and delivering a new one to replace it. The customer wanted to try to salvage the old unit to give to his girlfriend. When we started to remove the unit the acrylic started to crack which is not...

unusual for old units to do so. Since he wanted to try to salvage unit they stopped until they could come back out with what is called an airbag to lift the unit out.  My secretary talked to this customer at least twice about the issue and I talked to him once. When we talked to him we let him know that we are not responsible for any damage to the old unit. We let him know of an acrylic repair company to repair the crack if he wanted to do this. Our contract clearly states that the customer must provide access to where the spa is to be placed. Any damage that occurs to any property because there is not sufficient access [redacted]s is not responsible for. For him to say we never returned his calls or talked to him is totally not true.

Terrie,Chemicals and water replacement are not covered under the manufacturers warranty.This is similar to a pool warranty...EZ Spa is the brand of chemicals... We did not drop anything or damage your cement. Pictures are taken with every appointment. Just because you want free items does not make us deceptive.The Revdex.com is designed for resolving issues and complaints between a consumer and a business. We have provided every answer to all questions you have had (and without call to our store). As stated in yesterdays response, we have been actively working on this matter for you.We wish we could speed up time, however that is not possible. As soon as Friday gets here, and your LED light lens arrives, we will schedule a date and time for our service technician to repair the LED light lens, as previously stated.Kelsea is THE office manager, and she was out of the office on a family emergency last week. Again, we are getting this addressed for you. Instead of energy being spent on back and forth on third party response systems, we want to put that energy into repairing the LED light lens that was cracked during production :)ENJOY the rest of your week, and we will call you on Friday! If you have any further questions, we urge you to CALL our store, or as usual, instruct your husband to call, as he has been very pleasant to work with.This is our last Revdex.com response to this matter, as all items have been responded to, addressed, and are in the works :)Thanks!!

Primo Spas finally came out today to "fix" the leaking light. It seems that they are continuing to deny fault in cracking the cement. My husband went out to look at the slab when the tech had the spa lifted and could see where the cracks we emanating from under the spa. Primo says that I am trying to get something for free from them. How can that be when I am the one who paid for the slab to be poured! In my opinion Primo Spas is not reputable! I will NEVER recommend PRIMO SPA's to anyone!

In response to the complaint regarding Mr. & Mrs. Jamal [redacted].   I completely understand your frustrations and would like to personally address them all. As to your statement regarding the unit being used as a demo and or display model, that is not the case. I can assure you that I...

personally unloaded the semi truck that delivered your unit (as we were short staffed that day and I do not unload very many trucks, so I remember doing so), in shrink wrapping with your serial number. Upon the unloading process, I marked your unit with your last name “[redacted]”, as I mark all units upon arrival with customer last names. You may ask the delivery crew that delivered it if they took the wrapping off, and they will state, “Yes, we did unwrap it as it is a lot of plastic to be hauling around, and most customers do not like to keep it at their home as it is like filling 3 residential garbage cans”. It was just for courtesy. Mr. [redacted] statement is in fact completely true regarding Master Spas wet testing all models prior to leaving the factory for quality control. The water in the unit is in fact water from the plumbing lines (which this unit has the most lines of any unit) and a mixture of anti-freeze agent used when shipping. This can in fact accumulate to a significant amount of water/anti-freeze. However, we did not receive several feet of rain that was mentioned. Several feet would be significant flooding in our area and many other major concerns. My deepest apologies for the amount that was in the unit, it is unacceptable and should have been inspected prior to being delivered.  It may also be possible there was a slight tear in the top from shipping and a little water got through. It is possible. The debris was due to the swim spa steps that were packaged in the unit in cardboard from the factory, the box had gotten soaked with the water from the lines and broke apart. I actually emailed Master Spas immediately after you telling me about the debris and asked that they never ship cardboard items in my units again.  As far as the mold/mildew and rust, this again I apologize for. It may be possible with a heat index of 110+ degrees, plus being wrapped in a shrink wrap could it form a mildew, that could be possible, I inspected the pictures and it is my belief from experience it was just dust/dirt with a water mix. However, I’m not discounting what your opinion is.  The owner’s manual as mentioned is located under the spa where the electrician wires the unit up. You had mentioned to me that the electrician found the manual. However, I will personally mail a new hard copy manual and also email a digital copy. The exercise equipment is sent directly from Master Spas after we register your unit, it can in fact take 2-4 weeks. That I will reach out and ask to have expedited for you. I’m sure they will be kind enough to assist me with this. The coverlift extension poles needed for the 60” units were not in stock at time of delivery. We will get them installed immediately upon arrival of my shipment. We will update y’all right away on this. The PVC was left so your electrician would have an easier time maneuvering your electrical lines for connection, again a courtesy to your electrician. The units are very heavy and almost impossible for one person to lift up. This is not something out of the norm. I will personally follow up with y’all weekly, let me know best day and time and I will be sure I call. As I have been here every step of the way with y’all. As I mentioned the day of your delivery, we at Primo Hot Tubs & Swim Spas do not accept the way your delivery had happened. That is why as mentioned, we let that company go. We no longer use them. They are finished with us. Again, I apologize for your experience on this delivery. I do not accept that, and that is why we have made many changes. I have been with y’all every step of the way, and will continue to do so. I can assure you ALL items will be handled! Please know you may reach out to me anytime, I’m always here for y’all!

[redacted],We do not want you to be frustrated with this. We have stayed on top of your service issue, and unfortunately out of our control that the part took a little longer to ship from the factory.The part that we are replacing is the circ pump, not a bad fuse. It hasn't been down for 8 months. Your...

husband visits our store frequently. Each time we all chat with him.We have not received calls from you, just 2 emails, and both of those have been responded to. Again, we look forward to replacing the circ pump. As our email stated, it has arrived at our store, and we will be calling you to schedule an appointment.Maintenance is a very important topic to keep on top of!Thanks!