The Hot Tub Store
Ripoff fails to provide warranty repair service ignores customer's repeated requests

On November 1 my wife and I bought a Jacuzzi J-360 Spa from The Hot Tub Store in West Sacramento, Ca. We took delivery a couple of weeks later, after which I noticed that two of the jets were not functioning correctly. One pumped air into the spa constantly, the other would not emit air at all.

In December, about three weeks after the install, I left a message with the Hot Tub Store's service department, notifying the dealer of the problems with the jets. A dealer representative returned my call a few days later, taking detailed information about the symptoms and assuring me that a repair would be scheduled. It never was.

This was the first step in what would become a pattern. Over the next seven months I would phone The Hot Tub Store, they would take down the information (or they said they did - one wonders) but they never came out to do the repair.

Fed up with receiving the brush-off treatment, I sent a detailed e-mail memorializing my experiences with the Hot Tub Store to Jacuzzi headquarters. I sent this e-mail on June 7th. I sent a cc of the e-mail to two of the Hot Tub Store's employees as well. That got their attention. On June 14th they finally sent a repair tech out - but he only fixed half of the problem.

When I arrived home from work and realized the repair was left uncompleted, I sent another e-mail to the same Hot Tub Store employees (but not to Jacuzzi this time) explaining that the warranty work was half done. I received a reply that another part would be ordered and the repair scheduled. Thus contunued the patter of promises made but left unfulfilled. Today, three months after the partial-repair, it remains uncompleted. I have traded a lot of e-mails with The Hot Tub Store since June but that is always (and only) as far as it gets.

I recently sent to Jacuzzi headquarters another e-mail asking for a list of factory-authorized repair people in my area. I await their reply. I'm done with The Hot Tub Store - eleven months is ten months too long to fix what is really a fairly simple problem. Lucky for me it isn't something as serious as a leak - though I do remain concerned about what will happen should my spa need additional repairs.

In summary, I would advise strongly against doing business with The Hot Tub Store. My experience has been that they refuse to stand behind what they sell.

Company: The Hot Tub Store
Country: USA
State: California
City: West Sacramento
Address: 3410 Industrial Blvd. # 105
Phone: 9163739678

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