Hot Tub Forum
Original => Hot Tub Forum => Topic started by: lasagna on August 09, 2007, 11:00:06 am
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I am so glad I found this website. I really appreciate your input.
We purchased a brand new Sundance Horizon still under warantee. the tub has been leaking since the day we had it delivered. Tech specialist came and fixed one leak. ("factory-prblem")Then there was a return visit because the tub was still leaking from the other side. Now the dealer is planning to take the tub back to the shop so they can get a good look at it from underneath. Looks like I need to cancel our big Labor Day hot tub party.
My concern is that I really don't want the same tub back. If there is some inherent defect in the plumbing, I want a new tub. This was a $10,000 expenditure and I feel that we have a "lemon".
I read warantee and it looks like dealer gets to make the decision about replacement. I paid for a perfect tub and I don't want a refurbished one.
After an inititial period, tech visits are going to cost me $75 service fee. This is so disappointing, but I am a nurse so I deal with much bigger life disappontments. My gratitude to any of you who take the time to respond.
BTW, this was a tub "in-stock" after a tent sale. So we did get a good price. But now I wonder if this was a pre-owned tub with problems. Maybe I'm paranoid. Only you posters can help guide me. I'll hire a lawyer if I have to.
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Hey Spa Techs.....why would the dealer be taking the tub back to the store. It seems he could get just as good a look at the customer's house. I certainly wouldn't like my new tub getting moved over half of kingdom come either.
Any ideas why the dealer would want to do this? :-?
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It is the manufacturer's warranty, not the dealer's. It is their decision. Call Sundance. Tell them your serial number and ask for the history of the tub.
Let's hear from Sundance dealers.
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Hey Spa Techs.....why would the dealer be taking the tub back to the store. It seems he could get just as good a look at the customer's house. I certainly wouldn't like my new tub getting moved over half of kingdom come either.
Any ideas why the dealer would want to do this? :-?
Sometimes it is easier to repair internal plumbing leaks in an indoor controlled environment. It is a long process:
Put spa on rack.
Fill.
Find leak suspect
Foam dig
Drain
Repair
Refill
Test
If all ok
Refoam
That is one scenario. And, it cannot happen in one day, as glue has to set, testing takes time, etc.
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I have never heard of the Sundance Horizon.
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Through my experiences if a new tub has 2 leaks already there will be more to come. Seen it happen where the glue was bad or joints not primed properly. If the dealer was smart he'd be hooking you up with another tub taking the other either fixing it and selling as a demo or straight back to Chino.
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To everyone who has posted thus far; thanks so much. forewarned is forearmed.
hottubdan; thanks for your list. would you want the hot tub back after all that was done? thanks for your advice.
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hottubdan; thanks for your list. would you want the hot tub back after all that was done? thanks for your advice.
As long it was fixed and re-foamed I would have no issue with the spa, being that it is a new spa you still have almost 5-years of warranty on the plumbing, if it is going to be an issue it will show way before that.
Most warranties cover manufactures defects and if the manufactures makes a mistake those problems show up fairly quick in the products life.
Most people can understand when something breaks in 3-years but they have a hard time when something breaks within a couple of weeks, but early on is when manufactures defects appear.
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I've never heard of a SUNDANCE HORIZON either. Sorry, can't help.
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To everyone who has posted thus far; thanks so much. forewarned is forearmed.
hottubdan; thanks for your list. would you want the hot tub back after all that was done? thanks for your advice.
If it were me and it leaked from day one and it turned out to be an internal plumbing leak and the dealer told me they have to take it into the shop to fix it, I would want a new spa.
If it were a Hot Spring Spa odds are that is what you would get.
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Are you sure it's a Sundance? The reason I ask is because a lady called me a few years ago wanting to know about her "Sundance" spa she bought "at the factory in Dallas". Turns out it was a "Sunseeker Spa" sold by the notorious Stacey Diego. They also sell spas under the name of "Sunco", "Sundaze", and assorted other names.
There is also a company called "Sunbelt".
Terminator
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I've never heard of a SUNDANCE HORIZON either. Sorry, can't help.
I did a search on the Sundance website. The closest you can get to "Horizon" is the word "horizontal".
Are you sure you didn't actually buy one of those "Sondanze" knock-off spas?
Is the silver peeling off the "stainless" jets? ;) :D
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I was joking about the "Sondanze Spa". Term was not.
I googled Stacey Diego. First hit was a thread about her on (of all places) the old H*ven discussion board dating from 2003 up to 2006. Sounds like a pretty nasty character (Stacy, that is).
I was also surprised at the wealth of information about her on Jimbo's old board. Looks like he actually had a useful forum at one time a few years back.
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To everyone who has posted thus far; thanks so much. forewarned is forearmed.
So, lasagna, what did you find out? Is your tub a Sundance?
Just curious.
Rich
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Had a bad migrain for two days. so I have not kept up with thread. I do apologize.
It is defintely a Sundance Hamilton .It was an error when I said Horizon.
The spa tech said he would speek to his supervisor. The supervisor has not called us yet
I have documented of the situation and sent it ot the Sales Mgr as well the Supervisor of the tech dept.
I'll start making phone calls on Monday..I'll keep you posted.
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Hi, all. I got sidetracked by family illness. It's a shame I have to fight so hard with my "reputable dealer". The hot tub was returned to the spa dealership a month ago. We had waited two full days for someone to pick it up and no one even bothred to call. When I complained to the dealer, he tells me there was yet another funeral and all the employees had to attend. Yup, I heard that one before.
so after they drive our hot tub all over the state, I find out it has just been returned to the dealership at 6pm. So no one could take alook at it for a few days. Mind your, our warrantee is being used up while this hot tub sits in their warehouse. My husband called and threatend legal action. (His mom has been very sick so he has not had the time/energy to deal with this.) So we get a phone call telling us that sundance will replace the tub, with the understanding that the warrantee of the new tub will be the delivery date of the old one. It's in the contract, but I was told weeks ago not to worry about that clause.
So Plan B was to send us an order form for the new tub. That was over 2 weeks ago and still no form.
I sent an e-mail yesterday (no more phone conversations) and said I was filing a complaint with BBB as well as pursuing legal action.
What was supposed to enhance our relaxation is turning out to cause terrific stress.
Why are they doing this? They sold me a faulty tub at a reduced price. I believed "they just wanted to push inventory". so now we are being treated like second class citizens while seeking replacement. By the time we get this tub, we will already be beyond the 90 day period where charges for site-repair are free. We will have to pay $75 a visit once we get that tub.
Can I get out of this deal? Sometimes I think that is what they are pushing me to do? Maybe they sold me the first tub below cost and now replacement costs them more $. But this is a reputable business that could certainly absorb that cost. Should I go to the showroom to get someone's attn? A disgruntled customer can't be good for sales. I appreciate any advice. My mother-in-law is dying and I don't want to be battlling over this ridiculous situation. eileen
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I'm very sorry to hear about your troubles and your family illnesses. Not a good time to be put under more stress.
As you said at the end, I would recommend a visit to the dealer. Ask when the President / manager of the dealership will be there, and let them know when you'll be coming in to talk to him/her. Then, don't leave until the two of you have an agreement that makes you happy. You're right, buying a tub is supposed to be about relaxation, not stress. You shouldn't have to put up with this. If they're a reputable dealer as you say, they will want to make you happy.
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It is pretty standard for a replacement tub to carry the original's warranty.
However, you have had esentially no use of this spa. As far as I can tell you haven't even been given the opportunity to order your replacement spa.
I would contact Sundance.
http://sundancespas.com/Contact/Contact.html
Sundance Spas does not sell spas, parts or accessories directly to consumers; only through our network of retailers. If, after contacting your local dealer, you still need assistance, please contact us.
Corporate Headquarters
Sundance Spas, Inc.
14525 Monte Vista Ave.
Chino, CA 91710
Customer Service: 1-800-883-7727
Fax: (909) 606-0195
Email us. We will respond to your email within 48 hours.
good luck.
Keep us posted.
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It is pretty standard for a replacement tub to carry the original's warranty.
However, you have had esentially no use of this spa. As far as I can tell you haven't even been given the opportunity to order your replacement spa.
Warranties on consumer products are usually governed by the consumer protection laws of the state in which the product was sold. Each state has their own laws concerning warranties (most are modeled on the UCC - Uniform Commercial Code).
In my state, for example, the warranty is automatically extended for the period of time that a product is with the manufacturer for repairs. So, if a car is with a dealer for 2 weeks to repair something, the warranty is extended by 2 weeks to cover that time.
You may also want to contact your Attorney General's Office which may have a Consumer Protection Division which could further help you with this situation.
Rich
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Thanks for all your advice, guys. We finally did get the order form for new replacement hot tub but the contract states that the cover (covermate II) is not included! so now I will call the dealer again tomorrow and ascertain that I get back my original cover that I paid for. IS it always this ridiculous? Sundance is backpedaling on the statement about the warrantee starting on the original date of first tub's delivery. So we will get a new warrantee the day of the arrival of the new hot tub. I have no idea why the dealer emphasized the opposite situation.
Any thoughts on how I can get back my original cover (or exact replacement)? The one we picked was very easy and the price of it was incorporated into the total sale of the original hot tub. So why would they claim we don't get a new cover? Maybe the dealer won't give me a problem on this one.
Maybe in a few weeks I'll be relaxing in our nice new hot tub. But right now I regret the decision to buy a Sundance from the dealership in NJ. One headace after another.
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Thanks for all your advice, guys. We finally did get the order form for new replacement hot tub but the contract states that the cover (covermate II) is not included! so now I will call the dealer again tomorrow and ascertain that I get back my original cover that I paid for. IS it always this ridiculous? Sundance is backpedaling on the statement about the warrantee starting on the original date of first tub's delivery. So we will get a new warrantee the day of the arrival of the new hot tub. I have no idea why the dealer emphasized the opposite situation.
Any thoughts on how I can get back my original cover (or exact replacement)? The one we picked was very easy and the price of it was incorporated into the total sale of the original hot tub. So why would they claim we don't get a new cover? Maybe the dealer won't give me a problem on this one.
Maybe in a few weeks I'll be relaxing in our nice new hot tub. But right now I regret the decision to buy a Sundance from the dealership in NJ. One headace after another.
Everything is happening as it should. You're getting a new spa with a new warranty. Generally when a spa is replaced, it is like a fix and the original warranty is in place. In your situation, your problems were present at delivery and thus should get a new warranty, IMO.
Your dealer should handle the cover and lifter issues (and any other accessories). They just need to be stored and reinstalled when your new spa arrives.
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Hmmmmm, I thought Sundance was one of the more prominant spa manufacturers? They're certainly priced as though they are. Such lame service reponse? backpeddling? warranty fraud??
Sorry, and hope that you're enjoying your new, fully warranteed spa shortly. And NO, contrary to another poster, this is NOT how it's supposed to work.
Good luck.
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Hmmmmm, I thought Sundance was one of the more prominant spa manufacturers? They're certainly priced as though they are. Such lame service reponse? backpeddling? warranty fraud??
Sorry, and hope that you're enjoying your new, fully warranteed spa shortly. And NO, contrary to another poster, this is NOT how it's supposed to work.
Good luck.
I blame her dealer more than Sundance, they didnt handle this situation well. Getting spas replace doesnt just happen overnight with any manufacturer so there is some time and waiting and of course paperwork, but it sounds like she was being dissed by her dealer not Sundance.
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True, but what good is investing in a so called high end spa if the dealer network treats their customers so poorly?
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You just never know about some of these dealers, even ones that carry premium spas.
I've heard and seen stories about crappy dealers for Artesian, Beachcomber, Bullfrog, CalSpa, D-1, Jacuzzi, Marquis, Sundance and others that are considered to be upper tier spas. And yes, I have met a few real goobers that sell HotSpring that I would not want to deal with either.
Terminator
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You just never know about some of these dealers, even ones that carry premium spas.
I've heard and seen stories about crappy dealers for Artesian, Beachcomber, Bullfrog, CalSpa, D-1, Jacuzzi, Marquis, Sundance and others that are considered to be upper tier spas. And yes, I have met a few real goobers that sell HotSpring that I would not want to deal with either.
Terminator
Nicely said Uncle Term!!
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Wanted to catch you up. FINALLy, our new tub is scheduled for delivery this Tues. Nov 13! That's five full months since the date of purchase. i considered cancelling the order, but we're excited to be getting the hot tub so we can fill it before the freeaing weather comes in. I will make sure that warranty starts on date of delivery of replacement tub. Thanks for all your input!
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Wanted to catch you up. FINALLy, our new tub is scheduled for delivery this Tues. Nov 13! That's five full months since the date of purchase. i considered cancelling the order, but we're excited to be getting the hot tub so we can fill it before the freeaing weather comes in. I will make sure that warranty starts on date of delivery of replacement tub. Thanks for all your input!
lasangna, wow, that is unbelievable. Are they offering anything for your inconvenience? Good luck with the new spa. Let us know how it turns out.