Richmond hot tub warranty terms under fire

Richmond hot tub warranty terms under fire

Hot tub heartache

COMPLAINT: Pamela Wiegardt, Richmond, Va.

"Master Spas refused to stand behind their warranty on my hot tub. My spa began leaking and was diagnosed as having a cracked pump faceplate. The warranty specifically covers pumps. I called to report the problem and didn't receive a return call.

After calling repeatedly, I called my technician, because I was afraid the cold weather would freeze the pumps and seriously damage the tub. A technician repaired the problem, and Master Spas refused to reimburse me. They told me the pump wouldn't be covered, since I had 'let it freeze.' I explained that wasn't the case since the leak began prior to the freezing temperatures."

DESIRED RESOLUTION: "I'd like a reimbursement for the labor and parts needed to fix my hot tub."

RESPONSE: Ken Miller, customer service supervisor, Master Spas - Ft. Wayne, Ind.

"We received a call from the member requesting we replace her pump that's cracked and under warranty. Pumps, as a general rule, can only have this type of failure if they have been subjected to below freezing temperatures. Our phone technician explained this to the customer, but she didn't like his answer and was quite irate with him.

He tried to put her on hold to contact his supervisor. We would have reviewed the problem and possibly made an exception based on additional information, but the customer terminated the phone call before our tech could get a serial number, phone number or any other warranty information.

We always try to help our customers whenever possible, but in this instance, we weren't given an opportunity to do so. If we receive a serial number from her, we'll be happy to accommodate a pump replacement."

STATUS: Stalemate


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