Business ProfileforPool City Inc.

We bought this Sundance spa from Pool City Feb 13th 2023. They delivered the first spa and it was cracked. The delivery person said he would have to set up another delivery date to bring a different spa. Two weeks later, he swapped the spas while I was at work. I got a call from him and the replacement spa was also cracked. He said that this one was worse than the first one. He told me to contact the manager to resolve this issue. The manager offered me $250 dollars in store credit for spa chemicals for the “inconvenience.” He said that was all he could do even though we had to pay our electrician already for two appointments that we had to cancel on him coming out last minute to hook up our spa. Two weeks after that, we finally received an intact spa. We were now at the end of March and already paying for a spa that we have yet to be able to use. Fast forward a year later and we went to use our spa and the one light would not change color like the rest of them. We drained the tub and see that the light is cracked from the inside. We call Pool city and have to call customer service. They contract out to a service department who could take up to a week to call us to set up an appointment to come out to look at the light and replace it. We have to pay a $75 service fee even though it is under warranty. I have done some research and it says that this can happen due to a mechanical issue in the spa so I asked about this and was told that “the technician might not be able to tell why it happens so they just continue to replace the lights and you will have to pay the service fee each time they come out. They won’t fix the mechanical issue with the spa.” That makes no sense to me. If the spa itself if causing the issue and we are having all these issues with only a year of ownership, why aren’t we getting a replacement on the spa or the part? Why aren’t they investigating the issues farther to fix the issue instead of charging us more?! Water leaking and electric is scary