Complaints

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a ********* ********* spa 6/14/19. It was delivered late July 2019. On 3/7/22 I called Sundance Leisure to report an issue with the moto-message. It stop going up and down and one of the 2 jets stopped working completely. On 3/31/22 a tech came to fix both issues. He did fix them. But, the next day the spa started leaking on the same side the work was done. I called SL, they sent a tech back up. Jim in service called and said they couldn't fix it at our house. They would have to pick it up and take it to their shop... IN SEPTEMBER!! First off it can't be that serious that they need to take it. Second of all we would have to remove a section of our eight foot fencing from around the patio to get it out and move a 38 foot motorhome to get to the fencing. I called again aprox. a month ago and spoke with Jim in service dept. He said he would check with the tech that provided the information. He never called back. I called again today 7/7/22, he had no record of it until he pulled up our account and read his notes. He told me the same thing... he'll check with the tech and call me back. Nothing. After calling SL repeatedly I contacted ********* Corporate office Watkins Wellness. I explained the issue as above. After a few emails back and forth this was her last response: 6/29/22 Hi ********, I am trying Scott at Sundance Leisure this morning. He was not there, but tried to leave a message for him, his voice mail is full. Can you please call them and let them know about this. They need to get you on there service schedule and then they can see what can be done for you. The dealer needs to be notified as they would work with warranty and out tech support department on a resolution. Thank you, ********. Obviously she didn't read my email. They've been notified a few times and I am assuming we're on some sort of schedule. Hard to say since they won't call back. Oh and then they sent a bill for fixing the moto massage and jet. They are under warranty!

  Business response

  07/23/2022

  i apologize for the delay in getting back to you. We have spoken to ******** on a few occasions, the most recent being on 7/7 & 7/8. Unfortunately with the repairs needed the tub would need to be brought back to Sundance for the repair to the internal plumbing. We have covered this with ********, we were unable to tackle this repair until September due to a back log of work. We could try to make the repair on site, but this is not the best way to make the repair that is being described to us & be able to insure the best quality of the repair. We want to do the best job possible & we don't feel this could be done at the home. We do receive a large volume of calls & have to refer to our notes to be able to insure accuracy, so we don't give out false information. As far as warranty claims, we do not determine what is covered under warranty, any more than the customer is able to. The warranty is from the manufacturer & it is up to them to determine whether a claim is approved or denied on any & all claims. We have submitted this repair to the manufacturer and are awaiting their response at this time. We always strive to do our best, but can only do so much. Sincerely Brian J F*****

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