Filed
Do not buy from this company.
Do not buy from this company. I have had my hot tub for only 2½ years, and the circulation pump broke. The replacement part was covered at only 75% under the warranty, with nothing covered for labor. In my opinion, that is a terrible warranty and does not give customers much confidence that the company stands behind its product. To make matters worse, the company shipped me the wrong pump. I then had to pay for a second service call, and they still did not overnight the correct replacement part. It has now been over a month, and I am still waiting for the correct pump. I have already spent over $200 on service calls without getting the problem repaired. The customer service throughout this entire process has been extremely frustrating. I have tried contacting a manager, but my calls and emails have not been returned. What makes this even more disappointing is that I use my hot tub for medical reasons, not simply for recreation. By the time this is finally resolved, I expect I will have spent over $1,000 and potentially waited three months to get my hot tub repaired. That is completely unacceptable for a product that is only 2½ years old. If I could return this hot tub and purchase a different brand with a warranty that actually demonstrates confidence in its product and provides better customer support, I absolutely would. Based on my experience with the warranty, parts department, service costs, and customer service, I cannot recommend this company or its products.
Filed by Nancy