The complaint has been investigated and
resolved to the customer's satisfactionResolved Sundance Spas — Quality/warranty of the spa
resolved to the customer's satisfaction
We purchased a Sundance Spa Maxxus 880 back in 2005. This spa was supposed to be the top of the line that this store dealt with. The spa cost was a little over $10, 000, which I had no problem with paying if it is a superior product, as I like to believe that you get what you pay for. The day the spa was delivered we immediately noticed that a side panel was damaged. We called the store and explained the problem to them, and they got a repair person out within about a week and a half. Then after the first year or so of use, we noticed that the knobs were starting to turn a green color, when they were supposed to be gray. I contacted The Great Escape and they arranged for us to get these knobs replaced at no charge. So not long after talking with them they were out to fix the problem right away. Then a few months later we noticed that the pillows that are on the corners of the spa to serve as a head rest, were starting to peel really bad. The problem kept getting worse and worse as time went on. So we called again to get these replaced and were told by the salesman at The Great Escape that these would be covered under warranty. In the end we had to pay out of pocket to have these replaced. I asked Sundance Spas directly what they thought could be causing this peeling problem, and they did give a straight answer, they just kept reminding us that these pillows were not under warranty.
Meanwhile we notice that a trim piece on the stairs to get into the hot tub had fallen off. We were told that the stairs were not under warranty either, and it was suggested that we use some strong water proof glue to put this piece back in place. I did exactly as they suggested, and that help up for about a week. by the end of that season about 3 or 4 pieces had fallen off of the stairs, thus making them very unsafe to use.
Then about a year and a half ago we noticed that a couple (not all of them) knobs were starting to turn to a green color again. We contacted them again to have these replaced, and they stated that they would not replace them free of charge because they already did replace them once, and they insisted that the reason these were turning green was because of the chemicals being used in the spa. If that were true then why did only a couple of the knobs turn green and not all of them? The other issue I have with that, is the fact that we have only used the exact chemicals that we were suggested to use by The Great Escape. Regardless of the cost we always used their recommended brand, and type of chemicals.
So because of the fact that they are not standing behind their product I refuse to purchase these knobs again, as I don't want them to get any of my business. We are also having the same problem with the pillows peeling once again, and like before they refuse to do anything about it. I will never buy another Sundance product again! Not only would I not recommend them to anyone else, I make it a point to tell everyone I know about what a low quality, over priced product Sundance makes. I try my best to get the word out there, so people don't get suckered in to buying these sub standard quality products.