Complaints

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used hot tub from ****** at Leisure Water Industries. At the end of last year Dec 2021, ****** and his with ******* came out on 4 Jan 2022 to install it the left late at night. They Did NOT show up with all the equipment that they said it came with the hot tub head rests, proper lift for the cover, filter cover. When they left they said I will get these items. The next day sent them a picture that there hot tub is leaking. They said that they probably didnt get a union tighten enough they will fix it.They said they would fix it. 3 days later the hot tub stopped working they came out 8 days later and said it was fixed. Used it that night the the next day jets 1 stopped working the pump started humming and the heat dropped to 78 degrees and will not go up. Contact ****** and ******* and they said it is the filter looked at them they looked clean but I replaced them, they told me the will come out and firgure out what is going. They have scheduled appointments and no showed and stopped responding to me know. Very disappointed CUSTOMER been almost 2 months and only used hot tub a hand full of times.

  Business response

  07/06/2022

  This complaint has been filed incorrectly, this case involves a physical hot tub, a product which Leisure Water Industries does not sell nor has ever sold in the past. Only the equipment contained in the hot tub was sold and is warranted by leisure water industries. The full text of our warranty is included below, if the customer has an issue they need to follow instructions in said warranty for warranty coverage. Additionally, *********************** himself alone and separate from leisure water Industries sold the hot tub itself As-is where-is and will only cover written promises of said sale hot tub. Our understanding is that there were parts back ordered that were promised and *********************** is checking on their status and will contact this customer. *********************** stated that he made a free visit to trouble shoot an issue after the sale and resolved said issue and then the customer kept calling about other items not covered. Again the warranty explains how to obtain warranty coverage and is included below. We respectfully apologize for any misunderstanding with the customer on their hot tub, our company sells equipment to retailers all of the united states and ****** and normally warranty coverage is handled thru them but in this case we are handling the equipment warranty since *********************** is our CEO, but again the sale was thru him personally and needs to be handled with him. If their is a problem with the equipment please follow the instructions below.

  sincerely

  ***********************,  Parts & Warranty Specialist and memeber

   

  Our Full text of warranty:  IMPORTANT NOTICE REGARDING YOUR WARRANTY COVERAGE.
  WATER QUALITY IS VITAL TO THE **** OF A PUMP AND OTHER CRITICAL COMPONENTS.  IT IS RECOMMENDED THAT YOU USE A 5 WAY TEST STRIP OR CHEMICAL TEST KIT FOR TESTING WATER AND CAREFULLY CHECK WATER ALKALINITY, PH &  HARDNESS.  MOST POOL AND SPA STORES WILL ALSO TEST YOUR WATER FREE OF CHARGE IF IN DOUBT. ANY DAMAGE TO THE PUMP OR EQUIPMENT CAUSED BY POOR WATER MAINTENANCE VOIDS  WARRANTY.
  LIMITED REPLACEMENT WARRANTY
  As it states below, the warranty period of each item is specified on that items page or in that items description or it is stated on the sales receipt if promised verbally. The warranty period may also be in an email correspondence.In any case, be sure you retain a copy of said warranty period as it IS required to obtain warranty service after the initial 30 days from date of invoice.
  For a period of 90 days from the date of shipment (AND) (OR) the specified period in sales contract (AND) (OR) in item description from date of invoice, Leisure Water Industries LLC, also known here as LWI Warrants that the pump(and) (or)swimming pool/spa Equipment / accessories sold and Manufactured or assembled by (and) (or) swimming pool/spa pump/ accessories sold and re furbished (and) (or)re manufactured by LWI and sold hereunder will be free from defects in material and workmanship. LWI does not warrant engines, motors, gauges, electrical control equipment or other products which it does not sell, re-build (and) (or)re manufacture, such equipment being subject to such warranties as may be given by their respective manufacture. All transportation charges on parts, or equipment submitted for replacement under this warranty must be borne by purchaser. This warranty is non-transferable.
  Any claim for adjustment, under this limited warranty, must be made within the specified warranty period from the date of invoice and the customer purchaser must notify LWI of any such claim within 15 days after defect is discovered.LWI agrees to repair or furnish a replacement part for, but not install, any product or components thereof, which shall, upon testing and examination by LWI in ********, **, prove defective within the above warranty. All transportation charges on warranty items must be borne by purchaser.
  This warranty shall not apply to any products which (a) have been altered in any manner; or (b) have been subject to misuse, negligence or accident or (c) have been used in any manner contrary to sellers printed instructions as defined on warning labels, tags, printed sheets, listings from on line web pages,advertising's, and emails (d) have failed seals and damage due to improper water quality balance defined as Excessive use of sanitizers, oxidizers, or chemicals, mineral deposits from hard water, (and) (or)improper Alkalinity,  PH or other imbalance as determined by industry standards for water quality in hot tubs, spas, and swimming pools. Such guidelines are available upon request in writing from LWI or from OEM manufactures and other accredited companies in the Hot tub, spa and swimming pool Industry
  THIS WARRANTY IS LIMITED SOLELY TO THE ABOVE AND APPLIES ONLY FOR THE PERIOD SET FORTH. LEISURE WATER INDUSTRIES LLC ALSO KNOWN HERE AS LWI WILL NOT BE LIABLE FOR ANY LOSS, DAMAGE, INCIDENTAL OR CONSEQUENTIAL DAMAGES OF ANY KIND OR NATURE WHETHER BASED UPON WARRANTY, CONTRACT, OR NEGLIGENCE AND ARISING IN CONNECTION WITH THE ***** USE OR REPAIR OF THE PRODUCTS. LWIS MAXIMUM LIABILITY SHALL NOT IN ANY CASE EXCEED THE CONTRACT PRICE FOR THE PRODUCTS CLAIMED TO BE DEFECTIVE.
  LEISURE WATER INDUSTRIES, LLC ***********************************************************              ************
  FOR WARRANTY ADJUSTMENTS, Send defective parts postage paid to the above address and in BOLD UPPERCASE LETTERS WRITE THE ***** WARRANTY DEPARTMENT and also include the information below. No R.M.A.is required for warranty service and you are NOT required to contact us first unless you intend to present defective parts in person then an appointment is necessary.
  The following items MUST be included: A copy of the original sales Invoice that clearly states the date, invoice # or item #, and warranty period promised. You must also include Your Full name, address, and telephone #(s). We may need to contact you regarding the claim please included any phone #(s) and email address(s) that you can be easily contacted at. A warranty Claim specialist will contact once the defective item(s) are received and evaluated.
  
  
  
  
  Revised 01/01/2022
  

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