Hot Tub Forum
Original => Hot Tub Forum => Topic started by: waggie on October 20, 2005, 08:14:05 am
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My husband and I are kicking ourselves in the butt at the moment. We looked at three different companies hot tubs. The company we felt would provide the best service - the tub just didn't work for us. Same with another company, which we guessed would provide the second best service. Unfortunately, the tub that did work for us, we felt they would be #3 as far as providing good service, and we really didn't want to deal with them. However, that was "THE TUB" and so we crossed our fingers and went ahead with it. We didn't have any real reason to question their service other than a gut feeling.
Sure enough, we've already had problems, and the tub isn't even installed yet. In fact, it is sitting on our grass in the back yard in its shrink wrap, and we're waiting to find out when the heck they'll be able to place it in the correct spot. It's supposed to be tomorrow, but we haven't received word yet. I'm wondering if it is going to wind up killing our grass while we wait. They shouldn't have delivered it unless they could definitely place it on Friday.
All I can say to anyone currently in the market, PLEASE consider service if you've got some good choices in front of you! This is all very annoying, is eating up our time, causing tempers to flare, and it is totally ridiculous. I thought this was going to be a happy experience, but right now all the joy of becoming hot tub owners has been drained out of us.
I'll write more later when I am less angry and this has all been resolved one way or the other...
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Why did they drop it off in the grass instead of your foundation? Do they have a store? Sorry for your experience. :(
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Ouch, that does bite. I think I know where Kyle is going with the "do they have a store" line.....Go and let them know you are irritated. Be quicker that waiting for a call.
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According to her previous posts it looked like she bought a Hotspring...
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I was wondering when the guilty party would be exposed. So it was indeed HS??
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Why was it delivered and not set up? Was everything ready?
We've delivered spas to people who just had to have it immediately. OK, no problem. When we get there, there is no place to put the spa. We were told to bring it on out. The customer has the Pre-Delivery Guide that has all of the information in it, yet, they decided not to prepare for their spa.
We can either leave it there and come back when we are in the area or take it back to the warehouse and try again.
I'm interested to hear the details.
Terminator
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I was wondering when the guilty party would be exposed. So it was indeed HS??
Who is the guilty party and why would you insinuate it is HotSpring? Do you have inside information other than what has been posted? If so, please let me know.
Terminator
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I read her previous posts and it appeared to me that she bought a Hotspring.
I agree with you though Nator, there is probably another side and details would be appreciated.
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I read her previous posts and it appeared to me that she bought a Hotspring.
I agree with you though Nator, there is probably another side and details would be appreciated.
Yep, I read the posts as well and it appears they were getting a HS. But, the original post was sketchy, to say the least. Why would a spa be delivered and not set unless there were some logical reason. I'm sure frustration had a lot to do with it.
Terminator
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Yes, it is a HS.
One of our salesmen not once but twice dropped the ball on making sure we received an important component. Then there was yet another problem, this time concerning delivery and placement. But I'm happy to report the person ultimately in charge of all of this for the store came through for us 100 percent. Once he was made aware of the problems, he kept in constant communication with us until everything was completed as promised. I'll be writing a letter to the store thanking him and his staff for a job ultimately well done!
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I'm glad everything worked out to your satisfaction, waggie. Sometimes mistakes are made. The true measure of a company is how they respond to and rectify their mistakes. Enjoy that spa and holler at us if we can answer any questions! :)
Terminator
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Congratulations Waggie!
You will now begin a whole new life and dont worry, relax from here on out its almost always trouble free. ;)
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If you want to hear a SAGA, I have a REAL winner. I had posted a "chronology" about a week ago & it CONTINUES. Tub is 2 weeks old & STILL not right. :( I'm new here, but it seems some of you are Dealers? .... Is there a Sundance Dealer here that I might be able to PM & ask a few questions? My dealer keeps telling me "Other Dealers do same thing, blah, blah, blah". I really don't want to go into ALL the details out here on "MAIN STREET", unless that is an acceptable practice. Thanks for any help :)
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You can list your concerns here. There are lots of dealers her that will give advice. Most dealers here have genuine concern for the customers, they get no $ for helping customers on this site, just satisfaction. Good Luck!
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Here's one, JS. I installed cover & lifter that Dealer "used" $200 of my $400 "store credit" that "came" with my tub. Long story short .... I think I have the wrong lifter. I can see that lifters may be a little interchangeable, but this 1 REALLY doesn't fit. The "pivot bolt" will gouge into my skirt if tightened completely which it NEEDS to be to work properly. It's all "FLOPPY" with bolts loose enough to NOT be gouging my skirt. Dealer solution is to DRILL HOLES in my skirt to make room for bolt to be tightened completely????? Okay, I won't gouge it, I'll just BLAST A HOLE THROUGH IT???????? GEEZ?
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That does not sound right at all. Some lifters, such as the Covermate I that I have use different brackets for SD spas to be sure it attaches to the frame. Serjical Strike and J McD post here often, both with extensive SD experience.
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Ahhhhh ...... Look forward to hearing from them. I'm really having a problem here. My Dealer's website lists cover lifters & their applications. It's very obvious to me that I was sent the wrong lifter & the "Orientation Guy" they sent out said that BEFORE I said a word. The problem escalates now, because if I get & install the "correct" lifter (according to Dealer's own website), I'll be left with a skirt perforated with 24 uncovered holes :(. TWICE by 2 different people, I've been promised correct lifter & 2 new side skirts, but now they're backpedaling & saying that other Dealers use the "wrong" lifter with no problem. Latest solution is Dealer will go to Home Depot & try to find shorter bolts. This was AFTER he told me just to put the bolts in backwards. Man I am SOOOOO sick of this >:(
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Well...I say that is unacceptable. Their screw up. They should fix it to NEW condition. Sundance spas are very exact about where and how to attach a cover lifter.
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Sounds to me as if we don't have enough detail to type 'the answer' to this.
For example, if you installed the lifter, then you are responsible for the holes you made.
You mention that you now know conclusively that it is the wrong lifter, sorry to read that you didn't check that prior to drilling. I sure have my delivery team check everything out before the trigger gets pressed on the drill!
If they sent the wrong lifter, then they should get you the right one.
If one of their people drilled a bunch of wrong holes, then they should cover them, fill them and restain or replace the panel.
If they can make the 'wrong' lift work properly by simply replacing a couple of bolts with shorter ones, why wouldn't you let them do it? Obviously, if they can't make it not rub the skirt that would not qualify as 'work properly...'
If the replacement bolts are somehow weaker or are not the same material, couldn't they simply cut the bolts down to the correct length?
I hope you see that there are many possibilties here. Sorry this happened, but relax and let it go - you'll enjoy the tub more in the long run if you do.
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Couple more details for you, Chas. I saved the box that the lifter came in, & nowhere on it is an "application" spot, or I guess a little box to check, or anything else that noted which Hot Tub it would fit. I really don't think it's out of line for me to assume they sent me the correct lifter. I installed it EXACTLY per the instructions, & I guess maybe I am just being a little anal about it. It just PISSES me off the way they are backpedaling now & telling me that it IS the correct lifter when it is very clearly obvious according to THEIR website that it is NOT. I don't think I should have to 1/2 a** a brand new $9,400.00 Hot Tub. If you have a week or so to read, I'll detail the 3 WEEKS of jerking around I've gotten that has me worked up to the point of "splitting hairs" .... A little preview? ... It'll be three weeks Friday that I've been waiting for a bad auxiliary lighting panel that was dead on delivery (along with the main board which has already been replaced) .... GRRRRR .... ANYway .... In spite of the aggravations, I AM enjoying my tub .. ;)
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ronnie what model cover lift did you purchase? was it one made by sd or leisure concepts or some one else?
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I didn't think Sundance made their own coverlifts. I thought they were purchased from Leisure Concepts who makes the Covermate I or Covermate III. Most dealers just purchase from Leisure Concepts due to cost.
My guess is that the spa owner has a Covermate I or Covermate III and it was installed incorrectly. Both of those lifts can be used on a Sundance Optima. I have definitely seen inexperienced installers of coverlifts mess up following the instructions.
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Dhris ..... I installed the cover lifter because Dealer was going to take another $100 of my "$400 store credit" if THEY installed it. I have been an HVAC Service Tech for 20 years .... very well qualified AND followed the instructions to the "T". When I called Dealer to let him know that the pivot bolts could not be completely tightened (which they obviousley HAVE to be for the lifter to work properly & last more than a week), he said "Well THAT'S your PROBLEM .... you follwed the instructions". Have you heard a more ridiculous statement???????
Anyway, to update the other problems I've been having .... my lighting system still isn't working. Never has since day 1. The "auxiliary control panel" has never worked since the day the tub was delivered. I got a message on my machine today from a woman saying "I understand you had a service call today, and I just wanted to see how it went"
First of all, if I was going to get a service dall today, it would have been nice if someone had let me KNOW? ... Second of all, I'm going to have to assume I DIDN'T get my unnanounced & unscheduled service call, because my control panel STILL DOESN'T WORK.
Sorry if I'm being a jerk here, I absolutely don't mean to take ANY of this frustration out on ANY of you folks. You've been nothing but VERY nice & VERY helpful to me. I've just really had it here & sincerely wish I could return this tub & buy elsewhere REGARDLESS of manufacturer. Actually, I guess @ THIS point I should just contact the Manufacturer DIRECTLY??
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Tony ..... You're EXACTLY right. The whole reason the lifter is screwed up is the BRACKETS. THAT'S the only difference between the "CoverMate" lifters, I think.
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If you have a Covermate I lifter, the brackets for Sundance spas are more of a triangular shape and screw in along the top of the cabinet just below the shell and vertically down along near where the side panels attach. The Covermate I brackets for other spas is a rectangular bracket. Using this bracket on a SD will give no support because there is no framing that it attaches to. I can't see for the life of me how one could make the other bracket work.
If this is the situation you have, changing to the correct bracket will not hide the holes used for the wrong bracket. I am not sure how you could fill them without them standing out like a sore thumb. It may be possible.
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Good luck dealing with Sundance. I have called them and left messages and emailed them for the last couple months and I have never gotten a reply. For a company with a good reputation, I can't believe it will last long with service like they have now!