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Walk-in tub owners seek solution to water woes

July 13, 2012 3:09:41 PM PDT
A couple in Lillington was unable to enjoy their new, walk-in tub even after spending more than $10,000. They got fed up and got into contact with me.

This tub was important to these seniors because it was prescribed by their doctor. Carol and Clair Maschauer hoped the tub would help them relieve their pain and help them feel better. Instead, they say they couldn't even get in it.

The walk-in tub isn't just any ordinary tub.

"The doctor prescribed it for me because I had a pinched nerve in my back," said Carol.

The Maschauers paid just about $12,000 for the tub from Raleigh Pool and Spas.  As soon as it was installed, there was a problem -- not enough hot water to fill the tub.

"The specifications from the manufacture said a 40 gallon water heater is all that was needed," said Carol. "So, we had a 50 gallon water heater put in and we still could not get enough water to fill up the tub."

By the time the water got to the tub, it was cold. Carol called Raleigh Pool and Spas.

"They said they found a solution," said Carol. "It was called a flash heater that you put on your water tank and they would be in touch with us next week to have it installed, but we never heard another word from them. We tried to call the company and they wouldn't return our calls."

Fed up, Carol turned to me

"It was very frustrating," she said. "Three months of not being able to use it. We spent $12,000 on this tub and no one is responding to our calls."

I got in touch with one of the owners of Raleigh Pool and Spas. He said they've installed several of these tubs, and never had a problem like this. He said they did tell the Maschauers that they would take care of it, and they had no intention of leaving them unhappy, but it just took some time to find the part.

It took just a week and the part was installed.

"Yesterday, we got a tub full of hot water," said Carol.

The Maschauers are now enjoying their tub.

"This is great. I'll finally be able to use it," said Carol. "Thank you. I appreciate it, because if you hadn't done something, it would probably still be going on."

The owner of Raleigh Pool and Spas added that nowhere in the contract does it state that they would supply hot water, but he admits they did agree to take care of the problem, which cost them about $900.

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