Sundance Spas in Monterey, Salinas, and Hollister, California. Our Sundance spa stopped operating and the motor would just hum instead of running the pump to operate the spa jets. I phoned the store and was redirected to a service operation. I phoned them and described exactly what was wrong with the unit. I took a day off from work to wait for their service technician. When the repair man arrived the following week he had no replacement parts on the truck and said he would have to order a new motor and pump. Fourteen days later I phone to ask when the repair person would be coming back to actually do the repair. I was told they did not know and would not know until the pump arrived. They said it could take as long as 4 months to get the replacement motor and pump in at the store. When I ordered the hot tub I had asked the store manager what was the worst case for waiting for parts if something broke and I was told two weeks. If I order a new hot tub I can get one in 2 weeks so the parts are available at the factory for new customers, they just choose not to stock parts for their existing customers. Next time I would buy a cheaper hot tub as the long warranty just means they hold their customers hostage for a longer amount of time. Bruce
Monterey, California Click this link to e-mail the message author: Email User
We noticed that this was on the web, and would like you to remove this. The service man was fired and no longer works for us. We were never contacted concerning this complaint. We feel like this is unfair to our business. We do take care of our customers.
For further info please contact us if you have more questions.
The complaint has been investigated and resolved to the customer’s satisfaction.