March 24, 2015
Kurt L. Darrow
Chairman, Chief Executive officer and President
La-Z-Boy Corporate Office & Headquarters
1284 North Telegraph Road Monroe MI 48162
I bought a new Lazy Boy Spa (Soul Mate) in Dec 2013.
I November 2014 I reported that it was not working.
Now, March 24, 2015 (approaching 4 months), it is still not working!.
As a busy executive, I will give you the details later in this letter, but by now you should understand that your company has not stood by its warranty and something should be done about this at the executive level.
The Spa was bought at Spa Man Spa, 21257 N. Black Canyon Hwy Phoenix, AZ 85027 in Phoenix, AZ. Their phone number is 602-998-7727.They had previously replaced a noisy pump in 2013. Then on Nov 28, 2013 I emailed them (because I had not gotten and response from a phone call). I indicated in the email that I only had cold water. They responded immediately that I should call the company that was servicing the warranty, Spa Tech 602-225-0004.
Spa Tech scheduled a service call and diagnosed the problem as a pump failure. While they were here they tried to get the serial number off the spa. They even called the manufacture to find where it might be. They assured us that everything would be handled at their office, after all, I had previously had a pump replaced under warranty. Having had one pump replaced under warranty, I understood that it would be another 2 or 3 weeks.
More than 3 week had gone by, so I called Spa Tech. They were having trouble locating the serial number after a few calls, we all had the same serial number 2010-090337. That should be the end of it. Time went by and I called. Laz Boy Headquarters could not recognize the serial number and Spa Man Spa was going to their supplier for their invoice for the serial number.
I could not believe what I was hearing and began to get suspicious that my spa was not an official Laz Boy Spa or was stolen goods. This is when I went directly to the online Laz Boy help. I entered my problem. After several days I received an email the the problem was resolved. Now, it has been 3 weeks and I have no working spa. Last thing I heard from Spa Tech was that they were waiting for a pump. My last email to Spa Man Spa has not been returned!
Product or Service Mentioned:
Reason of review: Poor customer service.
Monetary Loss: $500.
Preferred solution: Let the company propose a solution.
Spa when it was working.
I didn't like:
Customer service, Lack of warranty service.