Mission Valley Spas

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 [redacted] has stated. The difference between their records for the number of service calls and my experience is probably splitting hairs. I'll accept that. I think that there was one additional call in which the technician had the parts with him and may not be on record. The other four visits were really two service calls which involved two visits due to the need to order parts. Again, 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 failed. The 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 left. I 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 FL1 error on the display. Maybe the technician didn't get that error before he left, but I did either when I got home or within the next few days. My wife and I both determined that this spa is either a lemon or that Jacuzzi quality has taken a major downward spiral. We'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 [redacted] stated; reputation. We had our last Jacuzzi for over 12 years and it worked great the whole time with only minor repairs I easily and quickly performed myself at very low cost. I usually got those parts from the parts and service store connected directly to Mission Valley Spas. Their 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 showroom. I 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 demands. I 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 20. 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 resolved. Thank you.Regards,
[redacted]

Review: Communication with this Jacuzzi dealer has completely stopped after I requested communication in writing only. They delivered my Jacuzzi J-325 in April 2014 and it started failing within it's first year of operation. It has a five year warranty. I opened a case with Jacuzzi, case number [redacted], on May 8, 2015. Jacuzzi has also neglected to follow-up with any attempt at a resolution. Jacuzzi may well be the primary offender in this case, but I am choosing to go to the dealer first and then follow-up with complaints and legal action against the manufacturer if I cannot get resolution. Please advise if you think I should go with a complaint regarding Jacuzzi first and I will do that instead.

My Jacuzzi spa heater continues to shut down causing multiple power resets which consume enormous amounts of electricity while the water keeps cooling down and heating back up. The service department for Mission Valley Spas has performed four separate parts replacements and the issue either remains the same or gets worse. I am demanding a full refund and haul away service for the defective unit as they have exhausted all reasonable attempts to repair the Jacuzzi and restore my confidence. This over $6000 purchase I made was for a product expected to have many good years of use in it, with a five year warranty supposedly to back it up. Based on my experience, this five year warranty is fraudulent.Desired Settlement: Refund and haul away the defective product. If they cannot haul it away, I have a bid from a company to haul it away and dispose of it for a total of $350. I would like reimbursement for this expense if they do not come to get it themselves.

Business

Response:

Re: Complaint ID [redacted]I have received the complaint from Mr. [redacted] and our response is as follows;Let me start by saying that we are sincerely sorry that the customer is not happy with his purchase. Wealso understand that any repair can be an inconvenience to the customer.However, our service records do not match the claims he has made. In the 14 months since the deliveryof his spa there have been two service calls. Each service call was for a different cause. The first call wasfor a sensor and the second was for a flow switch. In each repair the part was replaced quickly and whenwe left the spa was operating perfectly. Our 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. [redacted] had a third service issue. When wetried to set the appointment for repair he refused and demanded a 100% refund. I 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 warranties. The warranty on Mr. [redacted]'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.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 [redacted] has stated. The difference between their records for the number of service calls and my experience is probably splitting hairs. I'll accept that. I think that there was one additional call in which the technician had the parts with him and may not be on record. The other four visits were really two service calls which involved two visits due to the need to order parts. Again, splitting hairs and I'll accept that without any further argument.