ComplaintsforDynasty Spas
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Complaint Details
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Initial Complaint
08/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We ordered a swim spa from Dynasty Swim Spa / ****** *** through a local dealer over two years ago. The spa was delivered and installed. At the time, and since, proper installation (position, slab, support, electrical supply, cover, etc.) has been confirmed. However, upon filling with water, a significant crack appeared in the unit. The Dealer was notified immediately and, along with the manufacturer, has sent experts and attempted to repair the cracking. All efforts have failed. The unit has never been fully functional. Per the Dealer and Manufacturer's recommendations, we have dewatered the unit to remove stress. Experts sent by the Dealer and Manufacturer have agreed that the cracking is due to design and manufacturing flaws. They have said the unit is not repairable. After two and a half years, the Manufacturer is saying that we have to bear the cost of deinstalling and transporting the unit to their facility (over 500 miles away) and the return journey and installation. They say that this is in accordance with the warranty. However, the unit was clearly defective when designed and delivered. The cost of returning the unit is an unreasonable burden and excessive when compared to the initial purchase cost. In addition, this is for a unit that has been determined to be unrepairable! Why ship it back to the manufacturer then? In our view, the warranty language is there simply to deter purchasers from making claims or returning the product. We want a refund because the unit was defective before it left the factory, given the design flaw.Initial Complaint
09/06/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a Dynasty Ecco hot tub. It has been serviced for leaks all over the joints on 3 different occasions. All joints have been replaced and continues to leak.Business response
09/29/2022
Hello,
We are very sorry to hear of the issues with this spa. After searching our warranty registration database with the owner name and address provided we are unable to locate information relating to this spa and related issues in our system. If you could provide the spa serial number and/or the proof of purchase we will be glad to look into this and provide any available options to resolve your issues. You can provide this information directly to [email protected]
Initial Complaint
06/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I visited the factory showroom in December of 2020. Decided to purchase the Radiance model given all the features it included. We finally took delivery of the spa on 4/20/21. Once it was filled and energized, I noticed it did not include all the components that are standard on that model. It was missing the In Touch system that allows you to control the spa remotely and it did not have the exterior lighting installed. I notified the service department and was told they were out of In Touch systems and they don't know why the lighting wasn't installed. The ethical way of handling an issue like this would have been to tell me the In Touch systems were on back order when they were collecting my money, rather then letting discover it was missing. It certainly seemed like they purposely did not tell customers in hopes that some might not notice and they could save the cost. It has now been 5 weeks since I notified them of the defect and have heard nothing about when they might correct.Business response
06/14/2021
Business Response /* (1000, 5, 2021/06/01) */ Since March 2020, our industry has seen a dramatic increase in supply chain issues. Unfortunately many components have seen long shipping delays and even in some cases not available for extended amounts of time. This has impacted our parts division and manufacturing facility greatly. We delivered a spa to John Orr on April 20, 2021. On April 26, our service department was contacted by Mr. ** who stated his spa skirting was missing lighting and he had no In.Touch2 system installed. Both have been verified to be included with his new spa. It was discussed at that time with Mr. ** that the reason these items were not included was that they were on back order and he would be contacted as soon we received them for install. We are not always notified from the manufacturing division when spas are sent to us for delivery with backordered components. Some slip through and we don't know they are missing until we are notified by the customer. Our service department was once again contacted by Mr. ** on May 7, 2021 inquiring about above mentioned items. He was told they were still on backorder and he would be notified when they arrived. Our service department contacted Mr. ** on June 1, 2021 and offered to ship an In.Touch2 system to him. We receive these already assigned to specific customer spas. This one was already allocated to another customer. However, he accepted this to be shipped via ** ground today. Once the missing lighting arrives to us from the manufacturer, Mr. ** will be contacted for a service call to install. As of this letter, we have been given no date for the parts arrival. As a company, we wish we had better information for our customers. Customer service is our top priority. Unfortunately with so many supply chain issues, it is sometimes difficult to get the information needed from our suppliers to pass to customers. Thank you ** Manager Dynasty Pools & Spas ** Consumer Response /* (3000, 7, 2021/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) While the timeline is accurate, this issue will not be resolved until all missing components are installed. Further they did not acknowledge the attempted deceit by not informing me of the missing components. They make you pay the entire cost of the spa before they will even load it on a truck for delivery, so as a customer, I have no way of even inspecting the unit before paying. And the fact that someone had to make the decision to deliver spas without all of the components installed and that there was no communication to customers of missing components either at the time of payment or delivery certainly appears to be an attempt to deceive customers in hopes that some may not notice. It is either totally unethical behavior or incompetence.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.