Spa Industries, Melbourne Victoria
Complaint 144862 Details

To whom it may concern,

I wish to bring to your attention our concern in the way in which we have been treated by Spa Industries 6-16 Keppel Drive Hallam Victoria by technical staff over a complaint we recently contacted them about.

We purchased a Tempest Sports Spa from Seascape Spas Moorooduc Vic, during the construction stage of our new house. With our residence now completed we have filled the spa.

Our complaint is in regards to an electrical fault that we discovered whilst lifting our two small children form our spa recently. I noticed a transfer of electrical current, in the way of tingling in my hands on contact with the kids.

On first noticing this fault, I contacted Peter at Seascape Spas, who in turn informed me that he would lodge a warranty claim to Spa industries and they would be in touch.

A day or so passed without any person contacting me so I phoned Spa Industries and spoke with Dianna. I informed her of the problem and she informed me this matter would be passed onto the technical staff and someone would be in touch with me.

Once again time passed and after several annoying phone calls, I’m sure to Dianna, I finally received a response from a Technician who stated that the problem would be an earth leakage in our house and in no way possible could it be the spa as he had seen it before.

I then contacted our electrician who immediately attended site and ran a series of testes which indicated that the problem was most definitely coming from the spa itself.

Our electrician tests were carried out on direction from an Aurora Inspector at our expense.

I then phoned Spa Industries once again to inform them of this. After sometime I finally had my call return by Robert (manager ph (Personal Info Removed) and once again I was told by him that there was no way it could be the spa.

He then explain to me what he thought was happening, something about differential current or earth?

But by this stage, not once had someone from Spa Industries actually attended to inspect the spa, in regards to this serious fault? I was also told, as I purchased the unit from Melbourne and we were in Hobart that Seascape spas weren’t about to come to Tassie to do the follow up warranty work?

I informed them that there was a retailer that stocked their spas 20km from our location?

I found this comment very odd due to the nature of our complaint and the result of the tests that we had carried out, at our expense. We have since received a bill from our electrician for four hours labour.

After speaking to Robert, I phoned Aurora Energy who suggested I contact Compliance Standards Workplace Safety, which I did. The following day a representative (Tony Milhouse ph (Personal Info Removed)) from this department attended our residence along with the Aurora Inspector.

Several tests were completed and the fault narrowed down to the spa, once again. After further inspection of the unit it was found that the spa had not been earthed correctly on manufacture, with the wire being clamped on the insulation surrounding it, not the actual wire?

On fixing this problem there were no more issues with our spa.

I guess our biggest concern is that no person from Spa Industries appeared to take our complaint seriously enough to even send a tech to site to investigate the problem.

We are very disappointed in the way in which this matter has been handled and we hope that this will not happen to anyone else in the future.

To date no one has contacted me from Spa Industries to apologise for their lack of action during this matter, unsure why this would be the case?

I sent this complaint email to Spa Industries for attention of the (General Manager) Graeme Richie and Robert who I believe is the operations manager. I phoned Graeme several times but he has never bothered to return my calls.

9th of August I phoned Robert at Spa Industries to ask if he had received my email. He said to me he was aware of my complaint but had not read the email. I then spoke to his secretary who told me that she had infact sent it to Robert and he had read it. I then tried to speak with Robert once again but he would not answer my calls.

I was also told that Graeme Richie doesn’t speak to the public? What an extraordinary odd thing to say?

Best Regards


Stuart (ph o419979450)


Spa Purchased from:

Seascape Spas Pty Ltd
ABN 93745723767
T/A
Seascape Spas
Car Males Rd & Moorooduc Rd
Moorooduc Vic 3933
Tel 59788657 Fax 59788675
SALES RECEIPT / TAX INVOICE
RECEIVED FROM. Stuart Bumford DATE. 22nd Aug 2011
SPA TYPE. Cyclone Tempest Sports SERIAL No. J1163909
COLOUR. Pearl Shadow HARDCOVER. Slate
CABINET. Western Red Cedar OPTIONS. Ozone & 10amp Plug In
PACKAGE PRICE. $5900.00 DEPOSIT. $2000.00
BALANCE. $3900.00 PAID IN FULL Thank You
Banking Details : Bank NAB. Acc Name Seascape Spas. BSB 083231. Acc No 863475407
DELIVERY ADDRESS. (Personal Info Removed)
PACKAGE INCLUDES. Delivery To Tasfreight & Lithium Chemical Start Up Kit.