A couple in Peoria turned to 3 On Your Side for help after they had problems with their hot tub and struggled to get warranty to pay.

PEORIA, AZ (3TV/CBS 5) - Janelle and Bill Shaw wanted a hot tub for their backyard and spent a lot of time looking for just the right one. "We actually researched hot tubs for years before we purchased one," said Janelle.

Back in March 2020, they spent $15,000 on a high-end hot tub sold by a Peoria business called Southwest Hot Tub Warehouse. But the Shaws say when their hot tub was delivered, it arrived damaged, and they weren't happy. Bill pointed out the damage to 3 On Your Side. "The wood is completely cracking and sucked in," he said.

Peoria couple "heated" over hot tub warranty

And that's not all. They say the wooden exterior encompassing the hot tub turned from a glossy brown into a faded lime green color which they say is an eyesore. "Aesthetically,  the cabinet of the hot tub has completely faded. The integrity; it's pulling apart. The seams are pulling apart."

And they claim it gets worse because the hot tub material did not do well in our Arizona weather. Remember, they've only had the hot tub for over a year. "The panel that was damaged is completely bowed in. We have portions that are bowed out, it just, it's ugly. We paid $15,000 for a hot tub last year and it looks like it's about 15 years old."

The hot tub came with a warranty which sounds reassuring. However, the Shaws say their warranty requests have been tossed back and forth between Southwest Hot Tub Warehouse and the company that actually manufactured the hot tub which is called Coast Spas based out of Canada.

"It's yeah it's a 5-year warranty. They're not honoring it."

So, 3 On Your Side got involved and the owner of Southwest Hot Tub Warehouse got back to us saying the manufacturer finally agreed to honor the warranty by shipping new and improved panels. In an email, the owner of Southwest Hot Tub Warehouse says it:

Is going to receive the panels and install them. All of that will come at no cost to the Shaws.

A representative for Coast Spas, the hot tub maker also wrote 3 On Your Side saying:

I am happy that an amicable solution was agreed upon by both parties to get this resolved for the Shaw family.

The Shaws credit 3 On Your Side for getting it done. "It's completely frustrating I mean we've spent a lot of money. We've spent a lot of time making our backyard somewhere where we want to be, and it's, it's been frustrating to spend that kind of money, and just feel stuck. And, you know, there's nothing we can do. We hit walls everywhere we go."

The good news is all the new wood is expected to be installed soon. We'll make sure it is and will let you know in a follow-up report.

Email from Southwest Hut Tub Warehouse: 

Great news, all parties involved have come to an amicable agreement! Coast Spas is going to build a complete new set of panels for the Shaws with an estimation of completion date of one week. Southwest Hot Tub Warehouse is going to receive the panels and install them. All of that will come at no cost to the Shaws. Southwest Hot Tub Warehouse has already gone over to the Shaw’s residence to plan for installation of the panels. Thanks for your help in resolving this matter.

Email from Coast Spas Manufacturing, Inc: 

I spoke to Mr. Shaw yesterday and my customer service manager spoke to Sam and I am happy that an amicable solution was agreed upon by both parties to get this resolved for the Shaw family. A replacement cabinet is being worked on with the goal of it shipping out this Friday (Monday at the latest) and will be delivered to South West Hot Tubs at which time Sam and his team have agreed to install the new one.

Copyright 2021 KPHO/KTVK (KPHO Broadcasting Corporation). All rights reserved.


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