Since delivery of my Xtreme Outdoor Cold Plunge (June 2025), my experience has been defined by repeated defects, service failures, and unmet promises. The unit is now non‑functional, unable to hold water, and has been out of service for over two months. It is defective and unfit for its advertised purpose.Below is a summary of key issues:1. ColdCare+ non‑delivery and subscription failuresAt purchase, I was promised the full ColdCare+ package. Upon delivery, no filters or chemicals were included. After multiple follow‑ups, I eventually received one filter and three chlorine pucks—weeks late and incomplete. The program is marketed as an automatic quarterly shipment “so you never have to think about re‑ordering,” yet I have had to repeatedly chase every order. This failure voids the main benefit of the subscription and affects the two‑year limited warranty tied to it.2. Defective panel and lack of proper supportShortly after delivery, a panel cracked. Representative Leron Capland acknowledged the defect (July 7, 2025) and promised a replacement. A panel was sent, but I was told to install it myself and left without guidance despite repeated messages. This constitutes recognition of a defect and failure to provide an appropriate remedy. Customers should not be expected to repair new, premium‑priced equipment themselves.3. Winter failure, repeated errors, and no local serviceThe plunge was marketed as outdoor, all‑season, and winter‑ready. Yet during winter, it produced continual error codes and became inoperable for months. Despite extensive troubleshooting with Cody Dacquay, the tub remains unusable. I was told there are no technicians in my area, making your “premium support” and warranty practically meaningless.4. Damage following Coldture’s instructionsWhen the pump failed and I feared freezing, I followed Cody’s explicit advice to drain the unit. After doing so, an internal line cracked, leaving the tub unable to hold water. This failure occurred as a direct result of manufacturer guidance, in the absence of service support. It is unreasonable to suggest I should now bear those costs.5. Unreasonable shipping demandI have now been told to pay shipping to return the defective tub for assessment—and possibly the cost of repair and return—because you lack a local technician. Given the history of manufacturing defects, failed remedies, and reliance on your own instructions, this is an unfair and inconsistent application of your warranty obligations.The unit’s prolonged downtime has also caused financial and reputational damage to my Airbnb business, where the cold plunge is a core attraction. I’ve incurred cancellations, refund requests, and poor reviews, with ongoing loss of income.Requested Resolution:1. A full replacement Xtreme Outdoor Cold Plunge shipped at Coldture’s expense, with no requirement to prepay return shipping.2.Written confirmation of my ColdCare+ subscription status, including assurance that all components (filters, chlorine, oxidizer, alkalinity, test strips, etc.) will be shipped automatically on schedule.3.Clarification of warranty coverage on the replacement unit for the remainder of my original two‑year limited warranty under ColdCare+.This request is fair given:Documented non‑delivery of promised ColdCare+ benefits.Acknowledged manufacturing defect and inadequate remedy.Prolonged non‑functionality during winter, contrary to advertised claims.Further failure caused by following Coldture’s own instructions.
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