Complaint Review: Acura Spa Systems Inc. - Riverside California

We had a first and only encounter with this company that sadly was beyond disappointing and the worst customer service rapport ever encountered. The arrogance of the man called “Joe” at the company. In fact we give the company a negative 10!

I have been in the hot tub business since 1978 and am appalled at the treatment received and non help this company gives. We received a damaged item even though the box did not show any damage. The injection molded back case has the stand-offs to mount the electronic motherboard and were broken off. Joe refused to accept the fact that is may have happened in his warehouse and refused to take it back AND the company was on vacation while the installation was being installed in the field. We had to order from a different company, expedited delivery, due to our customer being agitated over the ordeal.

Our business phone recorded the conversation and we include the transcript here along with photos for insertion into your report.

We hope this company will issue a return shipping label and refund in full for this issue over a year old now. They have refused and keep side-tracking about our not ordering plumbing fittings in the original order.

EMAILS FROM JOE@*****SPA.COM 12/06/2017 Mr. Alan, In my 32 years I never refused to help anybody unless they started using foul language and being disrespectful. In order to diagnose an electrical problem , I would prefer from the electrician to call me while in front of the control with a Voltage meter to check all incoming electrical circuitries are correct and all electrical connections to all accessories are correct as well. You never call me while you are in front of the unit to help you understand the installation problem that you have. Your customer called, she was very friendly and during a phone conversation with me she was complaining about your installation ability. My answer was I need a qualified person that knows how to use a voltage meter to examine the overall installation over the phone. She said she will discuss this issue with you and get back with me. I called her the following day with no answer I left a message. I never heard from anybody since then. In order for you to read an error message on the LED Display that means you powered the PC board with 120 Volts and the board is functioning. You claim the PC board is broken loose from the top screw inside the control box. There are 6 screws securing the PC board on the assembly plate inside the Megatrol Box. Even if your claim is correct that one screw is loose, it would not have any effect on the performance of the PC board. The Error message you saw proves that you are incorrect in your technical analysis and the computer board is working. You still not telling us what is the error message saying. Most of the error message are well described in our manual. Usually our smart computer system is telling the installer what is not installed properly at your end. The error messages from our computer are like prescriptions given by a medical doctor. Instead of analyzing the error message provide by the computer and looking for your problem at your end you decided that the computer is bad. The above statements I am providing are based on my 32 years of experience designing and producing controls, pumps, heaters, blowers and complete hot tubs and spas with 18 US patents. On Aug 21 2017 we received order 113764 under the name P***S**** M****. Before you submitted your order you agreed on our published terms, conditions and warranty. Here is a copy of each: https://www.acuraspa.com/terms_conditions.html https://www.acuraspa.com/alert.html Here is a copy of the warranty claim form that you must fill out when shipping products back to us https://www.acuraspa.com/alert.html Once we receive the product from you, we will take photos of the inside and show the complete operation of the product by video. If you have any question you may call me B regards Joseph Elnar 951-684-6667 XT 223 From: Mirna Elnar [mailto:*****@acuraspa.com] Sent: Wednesday, December 6, 2017 2:19 PM To: ****@acuraspa.com Subject: Fwd: Invoice # ***** PSM !!!!!!!!!!!! Mirna Elnar Acura Spa Systems, Inc Regal Spas,Inc 2954 Rubidoux Blvd Riverside, CA 92509 Phone: 951-684-6667 ext 222 Fax:951-684-6677 ****@acuraspa.com ****@regalspas.com Begin forwarded message: From: "****@Gmail" <****@gmail.com> Date:December 4, 2017 at 8:49:33 PM PST To: Mirna Elnar <****@acuraspa.com> Subject: Re: Invoice # ***** PSM Dear Ms. Elnar, This item came in damaged and unusable (see JOE). He was very annoyed saying that he never had a damaged unit in his 32 years of building equipment packs. Joe refused to help with this issue and, as a result, we put it in dispute with the bank. You need to communicate with Joe and resolve this issue. I will post his recorded conversation with the bank and FaceBook to make the record. The unit came up with a error code and then we found that the PC board was broken loose from the top screws. The shipping box had no physical damage so the product must have been broken in your factory. Your company can send a call tag for it or we will dispose of it. Karl

Transcript Audio Phone Call from ACH (Automatic Call Recorder)

September 26, 2017 at 1227 p.m. 00:06:13 hours/minutes

##################################################################################### Transcript Audio Phone Call from ACH (Automatic Call Recorder) September 26, 2017 at 1227 p.m. 00:06:13 hours/minutes 00:20 You have reached Acura Spa Systems and Regal Spas. One moment please. 00:28 This is Joe, can I help you? 00:31 Karl-Yes, Joe, Karl with PSM spa services. 00:39 Joe-Yes. What can I do for you, I mean, you send me a nasty email that you don't want to work with the Acura Spa systems anymore, I replied to that. However, your email address was incorrect so basically. I don't think you received it. I don't know if you've seen my reply, I always like to reply to people, you know, just to get that out. We cannot do miracles, you know, 01:01 Karl-Joe, I called Thursday. I called Friday, 01:07 Joe-The office? I was out of the office, you know. Karl-Thursday, Friday, and Monday? Joe-Right. I was on vacation then. I go basically every two years. I think that, you know, for five days. I went on vacation. Karl-You should put that on your voicemail because I'm in trouble out in the field and I've got an equipment pack that came in broken and.. 01:31 Joe- The equipment pack came in broken? How did that happen? 01:33 Karl-A circuit board is detached from or broken off from the main case. Joe-Can you take a picture, you know, for me, I'd like to see how that happened. Karl-Sure, 01:46 Joe- The control box get detached from. You mean the PC Board got detached from the control box? Karl-Yeah, Apparently the legs are broken off on it. That's just flopping around in there. On the top, the top broke away from it. 02:05 Joe-What do you mean the top you know i mean… 02:08 Karl-The top two screw pins for screwing it down are broken off. The two screws that hold this PC board onto the back of the control box are broken off. 02:22 Joe-Are you talking about the topside control. The one on the… 02:27 Karl-No, no, The PC board that's inside the waterproof case. I'll just send you a picture. So you can see it. Joe-Yeah, I'd be happy to see that, man. You know, I've never in my 32 years of career and I know you don't believe me anymore, and I don't. 02:47 Karl-Well, I’m just annoyed that…. Joe-And I'm like, Okay, fine, fine, I in my 32 years of career, I've never heard of nor never seen a PC Board being out of the control box, you know, 03:00 Karl-Well it wasn’t OUT of the control box.. Joe-First time with somebody you know somebody that I mean what did we do you ask us for your unions and you placed an order with us for without unions and… 03:20 Karl-Now wait a minute let me back up to your unions and you show me on your list that I can order unions…. 03:29 Joe-Go to the control box, picture shows union to buy… 03:37 Karl-Where on your list does is say that… (interruption by Joe) never mind. If you’re going to be like…How can you talk to a customer like this? 03:47 Joe-After 32 years. I do not need customers like this to be honest with you. I don’t need customers like this who call me and, and talk to me with no logic like this whatsoever, you know, and then they didn't want to read anything. They interrupt, they don’t care, they don’t know what they are doing and yet they want to catch me all the time. 04:18 Karl-On your voice mail that says you're closed from October to ... 04:26 Joe-Is this a requirement by law? Karl-No, sir. It's just a courtesy to people that… Joe-If it’s not a requirement then I don’t have to do it. 04:31 Karl-you don't have to, No. Just like you don’t have to list your unions as an option in your page. 04:44 Joe-They are, they are, a hundred percent. Look, if they are not on the website…go on the website. Karl-I've been on your website and I've gone several times down your list when you order the pack. 05:01 Joe-Look at the picture, it tells you that unions are not part of the control box. Karl-and it doesn't show an option to purchase them Joe-Of course, and they are on table 3. If somebody already had a control box, why should I? If they already have my control box that's been running for 15-20 years. Why would you want to purchase unions? If…. 05:19 Karl- Because you would then say, look up the customer and say, “Oh you already have unions or no you don’t have unions.” 05:39 Joe-Karl this is illogical. This is after the fact, not before. Karl-No, it’s illogical for you to talk to any customer the way you're talking. It’s abominable. It's an abomination for you to talk to any customer, like this, 05:56 Joe-I do not need customers like this. They don't have logic. 06:00 Karl- And I don’t need manufacturers like you, that's gonna argue with me. 06:10 Joe-Ok great! I am not a “Yes sir, guy”. If I was a “yes sir, guy,” I would have been out of a job a long time ago, I am not the “Yes sir, guy.” Karl- Good Bye END…10/23/2018

 I am rejecting this response because: This man, as indicated from other complainants, is so arrogant and deceitful and of no customer service value to this market.

He did not address the fact that when the installation was taking place, his business was on vacation and we had to make a business decision to satisfy the customer and buy another system from another maker, Balboa, and install it to get the customers unit up and running and keep the customer satisfied. That is correct customer service!

Then, in his statement that we return the unit to have the $18.00 part replaced at a substantial cost to us AGAIN was a lie. Our recording of the phone conversation, Joseph was going to sell us an $18.00 part for us to put it in.

Furthermore, the customer no longer requires this piece of equipment and we demand Acura Spas Systems take it back for a full refund. We will seek alternative commercial remedy if this is not satisfactory and much more dollars then the $648.95 if that is what we must do.