Warranty Product Claim 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 essential 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 mandatory 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 Problem *

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

Did You Purchase Your Unit After 09-15-2023 *

Required Electrician Install Form (After 09/15/2023) *

Yes
No
Not Sure

Starting from September 15, 2023, it is mandatory for all customers to submit a warranty registration form that includes the name of the certified electrician handling the product installation. This directive is a result of a growing number of claims we've received, some of which were honored and compensated, only to later find out they were linked to non-certified electricians' work. Please verify if the required form has been submitted. Be aware that any claims not submitted promptly after this date will not be processed.

Purchase Product Photos *

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

Kindly upload three photos of the product. Ensure that you step back to capture not only the unit but also its surroundings. Take one picture from the left, one from the right, and one from the middle. This process expedites the claim procedure and provides our service teams with a comprehensive understanding of the location. This is required to start the claim.

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 acknowledge that this product is subject to the warranty terms and conditions.
I acknowledge I have read my warranty and understand what is covered and understand what is covered under the warranty.
I acknowledge that all parts need to be received by Outdoor Dream Company before warranty acceptance. If you are out of town, you must ship the product part back before a replacement part will be dispatched.
I acknowledge that labor is only covered for a limited time on specific parts. I have thoroughly reviewed the warranty and comprehend that while parts are eligible for coverage, labor may not always be included. Additionally, I am aware that customers located out of town or beyond the normal service radius may incur trip charges and/or mileage fees, depending on the policies of dealers or technicians in their area. I also understand that if a technician needs to be dispatched, and the repair cannot be diagnosed over the phone, and the customer prefers a technician to install the parts following warranty guidelines, a $200 refundable deposit will be required before dispatch. If the job is indeed covered by the warranty, we will refund the deposit within 48 hours of job completion.
I acknowledge I acknowledge based on my warranty signed, I understand a tech will call me to try to diagnose the issue and guide me through the repair. I understand that parts can be sent based on the warranty and a tech is not only required to go on site to fix.
I acknowledge that should a technician be dispatched and the issue is identified as third-party, not a manufacturing defect, we can still provide the necessary fixes and replacements, but additional charges will be incurred. If the problem is unrelated to a manufacturing defect, there will be a $90 dispatch fee, plus mileage if outside the designated territory, in addition to charges for parts and labor. These costs will be assessed after the technician arrives, communicates the issues, and, if necessary, you can approve the additional service at that time.
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.
- For on-site visits necessitating the $200 fee, payment will be collected before arrival, refundable upon job completion. If the job is not covered by warranty, the $200 can be credited toward the total job cost.
Warranty Requirements:
- In the case of a warranty claim, faulty parts must be returned to Outdoor Dream Company.
- If further testing or inspection is necessary, a return trip may be scheduled once the part arrives.
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.