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Exchange, Refund and Cancellation Policy
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Value for money

I purchased a spa in 2013 from Laguna Bay. Last year when I started experiencing problems with the hot tub, I contacted the company and spoke to Larry Tarlton, who advised me that I needed to replace the power pack.

I informed Larry Tarlton that the hot tub was only 3 years old and barely used. I questioned the warranty provisions and was told that there was no warranty. I paid full price for the power pack (approximate $500). After replacing this part and still experiencing the same problem, I contacted the company again and spoke with Larry Tarlton.

This time he told me that I needed a new heater. I expressed my dissatisfaction at that time and questioned whether or not I ever needed the power pack. I paid full price for the heater (approximately $200). Last month I had experienced problems with the jets not functioning.

Again I called the company and was told by Larry Tarlton that I needed a new pump and purchased one at full cost of $450.00. Before my technician installed the new pump, I asked him to look at everything to confirm the pump was the problem. When he pulled out the power pack that was purchased last year, the circuit board had been damaged from the heater that was installed last year and had been burned. Again, I called the company and spoke with Larry Tarlton who informed me I needed to purchase another power pack.

At this point I became upset and demanded they stand behind their defective products since this product was not even 2 years old. I also told him that I wanted to return the unopened pump and asked what was the procedure to do so. He informed me I could not return the pump even though it remained unopened and in the box and continued to push me to buy another power pack. The heater was obviously defective and caused the damage to the power pack.

I wanted the company to stand behind the quality of their products, but Larrry Tarlton was not giving me any options except to buy more products. Furthermore, his emails were generic and almost robotic in text. I am frustrated and angry over the fact that (1) the problems I have been experiencing with my hot tub were misdiagnosed; (1) I've spent over $1,000 on this hot tub during the past year; (2) the company is not standing behind their products when they know they are defective, and (3) I was not allowed to return a pump which clearly was not the problem in the first place.

I've kept all communication as legal proof. I'm at a loss and hoping someone will help me find some satisfaction in this situation.

Reason of review: Damaged or defective.

Monetary Loss: $1000.

Preferred solution: Full refund.

I didn't like: Products are defective, Did not allow me to return a product, Customer service equals no satisfaction, Website lies about standing behind their products.

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