Unlike some of the reviews I saw online, I actually did not have to pay anything out of pocket for the repairs. They did take my credit card… for incidentals I guess? I don’t know, but they never charged anything. I gotta say it WAS a little weird they needed the card on file. I saw a lot of people complaining about it, but I never got charged, so I never asked.
The girl I dealt with in customer service was really nice. That’s the reason Im writing this review. Kate did an outstanding job! She was professional and courteous with a touch of comic relief. I’ve dealt with really rude people before but becuase of her, this whole process went smoothly even after a few bumps.
The issue was with my hot tub.. NOT GETTING HOT! How ironic? I basically loaded Kate with all the sarcasm I could dish out over the phone while straining to stay composed in my state of frustration. She was right there with me! She told me to take a really cold shower before I got in the tub, then it would be a hot tub again LOL!!! She was joking of course.
I ended up having no access to the spa for about a week while she got everything worked out for me. She shipped me a new part, and scheduled a local handyman named Lewis to come out and do the work. I thought that was a little weird too, but apparently he got certified to work on the product. Who would’ve thought? In addition to that, I had to do troubleshooting with Kate over the phone twice, and actually Lewis came out twice too.
The spa has been great overall. Even though I had a defective heating coil, I read this kind of thing happens, and some companies don’t even cover it under warranty at all, so I’m glad I got this worked out, and again, I’m happy enough to write this review. Thank you again Kate for a great job and keeping me sane though the process 😉
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