Damage Claim Product Request Form

Product Warranty Type *

Hot Tubs
Swim Spas
Outdoor Kitchens

Today Date *

Product Name On Invoice *

Could you please provide the name of your unit? You can locate this information on the bill of sale or invoice from the time of checkout.

Product Serial Number *

Kindly check the side of your hot tub or swim spa for a metal nameplate containing a distinctive serial number. Enter this unique serial number here, as it is mandatory to proceed with the claim process.

Date of Purchase *

MM/DD/YYYY

Bill Of Sale Number *

Kindly input your bill of sale number, which can be found in the upper corner of the bill of sale or invoice. This information is essential to initiate the claim process.

Customer Information

Name *

First

Last

Phone

Email *

Address

Address Line 1

Address Line 2

City

State

Zip Code

Product Details

Description of Damage *

Authorizations

Proof of Purchase *

Click or drag files to this area to upload. You can upload up to 5 files.

Please Upload Proof Of Purchase Invoice and or Bill Of Sale

Product Damage Photos *

Click or drag files to this area to upload. You can upload up to 5 files.

Kindly upload three photos of the product Damage. Ensure that you step back to capture not only the unit but also but damage of needed

Dear valued customers,

In recent years, our company has faced a significant surge in warranty claims, resulting in substantial costs for us. Upon conducting a thorough audit of these claims, it became apparent that the majority were not related to manufacturing defects. Instead, they were largely attributable to third-party companies failing to provide the correct services, lacking certification, or misplacing products.

We deeply value our customers and our products, prompting us to shift our focus. We now strive to ensure that customers are well-informed about what to watch for and consider when hiring contractors. We want to make it clear what responsibilities lie with Outdoor Dream Company, the contractor, and the customer.

Many of the claims we've encountered involve customers hiring non-certified electricians, friends without proper qualifications, neglecting to obtain permits, using incorrect wiring, or causing damage to the product, leading to the filing of claims. As a small business and manufacturer, it is crucial for us to enhance customer service, especially when our technicians and team are engaged in non-warranty service calls.

Over the past 18 months, our company has disbursed over one million dollars in non-warranty claims due to submissions that did not adhere to warranty guidelines and third-party contractors hired by customers who failed to fulfill their responsibilities adequately. Our processes have evolved to be more comprehensive and thorough than ever before.

Thank you for your continued trust and understanding.

Terms and Conditions *

I understand that, in accordance with the documents signed at the time of sale, Outdoor Dream collaborates with professional moving companies, a common practice among hot tub, swim spa, and outdoor kitchen companies. Damages and issues may occasionally arise as a result of these third-party moving companies. In such cases, we will coordinate to ensure the unit is promptly completed and fixed, collaborating with the third-party company if necessary. While not all claims may be directly managed by Outdoor Dream Company, we are committed to ensuring that any claims are addressed swiftly and efficiently. Please be aware that on occasion, a third-party representative may contact you to address the damage claim.
I acknowledge that to initiate the claim process, it is imperative for me to supply multiple photos and detailed information. Without obtaining these images and information, we are unable to commence the process. A comprehensive understanding of when and how the damage occurred is crucial for us to provide effective assistance. Given our global shipping and delivery, along with a widespread network of dealers across the country, gathering as much information as possible is vital for enhanced support.
By submitting this claim form, I acknowledge and agree to adhere to Outdoor Dream Company's online/virtual claim policy. Recognizing the dynamic nature of our workplace, encompassing various offices and personnel globally, including our company and dealers, all updates, questions, feedback, suggestions, and communication related to this claim must be conducted exclusively through email or text for tracking purposes. In order to minimize delays and ensure accountability for your claim, these specified forms of contact—email or text—will be the sole methods for updates. This streamlined approach enables us to work efficiently and promptly to verify and address your claim. To maintain consistency, any calls received will be directed to email or text to avoid any potential shortfalls. I hereby affirm my agreement to these terms.

Claim Submission Process:

Confirmation within 48 Hours:
- Our goal is to confirm your claim within 48 hours of submission.
- If any required documents are missing, our team will promptly email you to request their resubmission. This step is vital for initiating the claim process.
Claim and Document Verification:
- Upon confirmation of the claim and documents by our team, a technician will reach out to discuss and assess the claim.
- Our aim is to have a technician on-site within approximately 10 business days if all submitted documents are in order. For recent deliveries, priority will be given to scheduling the first available technician.
Technician Facilitation:
- The technician will manage the delivery of necessary parts and/or schedule an on-site visit as required...
Communication:
- All updates, requests, and suggestions will be communicated via text and email only to ensure seamless communication.
- For any questions, status updates, or scheduling inquiries, we request you reach out via email or text for the quickest response. Please note that all calls will be directed to these communication methods.