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Cal Spas complaints

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1462 East 9th Street
Pomona, CA 91766 | Get Directions

(909) 623-8781

http://www.calspas.com

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Total Amount in Dispute:
$5,436.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against Cal Spas closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against Cal Spas

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6/6/2022

RESPONSE: Complaint was not answered Amount in Dispute: $5,436.49 Amount Settled: $0.00

Customer Complaint

5/11/2022

My family purchased a spa from Cal Spas 1462 E. 9th St. Pomona,CA 91766.Purchase date was 5/29/20.Spa was delivered 7/7/20. On 11/21 we noticed an abundance of cracks on the spa shell and contacted the dealer. When a technician examined the cracking on the spa shell he stated this should not be happening and said it would be covered under the warranty. Cal Spas then sent a repair technician to fix the cracking under warranty on 3/17/22. The repair technician said he could not guarantee his work would last because the shell defective in his opinion. 1 month later the cracking started all over again. I emailed Cal Spas on 4/30/22 informing them that the repair had failed .The cracking on the spa shell is leading towards the interior water line of the spa at which point the spa will be leaking water ruining critical components inside. The spa will be unusable. We paid $5686 for the spa plus $550 delivery ($6236).Subtract the $250 spa lifter accessory and we have spent $5,986.On 5/4/22 Cal Spas offered $1,000 dollars to buy out the shell warranty. That means my family would be left with an unusable spa that we would have spent $4,986 ($5,986-$1,000) dollars on. The $1000 offer cannot make the spa functional again. The other option presented was a replacement spa however there is a $1544 up-charge for the replacement in addition to ($550 x 2) to return the defective spa to them and pay for the new spa to be delivered. $2644 to pay for a replacement product covered under warranty? Resolution Sought I would like an offer or refund that is enough to repair the defective portion of the spa the shell entirely. There should be a way to estimate this cost. It is well above $1000 as the 3ft. repair was estimated to be $700 from the repair technician. Also when offering the replacement spa the company quoted warranty language that I do not have in my purchase contract/product manual. According to my warranty I signed there should be no up-charge for a replacement spa when under warranty.

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