I was prepared to spend 3000 on a new spa and walked in. I was easily talked into a 5000 unit, which was fine and no surprise. The sales rep showed us the "best" spa brand in the business, Leisure Bay and we bought a beautifil unit. We selected this unit based on the lie of the rep, lifetime warranty on this, as opposed to the 3000 unit. Sold! 2000 more for lifetime warranty. LIE number 1. It is a pro-rated warranty. Then we were recommended using the Baqua spa chemicals, which came free with the unit.
I look back now, now that I use local small businness people with years of honest community living and support, and what a fool I was. The sales rep explained we needed to have a slab to put the tub on. Because they want the sale so much, they told an unexperienced cement person, "Oh you just need an 8x8 4inch slab and it's real easy to make." Here is a half a* photo copy on the details. I completed it with my son of 15.
It was one of the hardest jobs ever and was later told this would have easily cost me 2000 to have done, it is not an amature task. It took 63,60lb bags and a cement mixer. Never ever prepared us for this. Lol. Home Depot did! The employees at HD Looked as us like we were idiots for attempting by ourselves. I get complimented on it often, in amazement we did it.
Then the delivery of our beautiful spa, which was very needed after the back breaking slab construction. 4 huge men show up on a half a* trailer that look like hoodlums carrying a big tub into our back yard. Luckily, they were nice, not professional at all, but attempted showing us when to add the chemical and how much. Never use all natureal baqua spa, lie 2. It is not easy to maintain and keep leveks good. They want you to have issues, plus it is more expensive. Chlorine is wonderful!
A month later, after much enjoyment, I go to clean the filter, the center of the filter tube breaks away and floats up away from the filter. Hmmm. Bad filter perhaps. We drive 20 miles on our weekend off to get a new filter. Reply, "never seen that before." Gave us a free one. Documented the free filter in their system.
1 month later, water is cloudy and filter behaves the same. They replace these filters probably 6 times in one year. They documented it and said they have never seen it, but never ask if we want the spa checked out. I return again, and request a service technician. I am informed I would have to pay the 80 dollar trip charge.infuriating, however I want my 5000 "best" unit to work.
I leave work to meet this arrogant conceded ba*d to see him peering into my garage. He wants to know if I am cleaning my filter with a pressure washer! It has to be the consumer's fault. I love driving 20 miles each way on my days off to meet with these horrid people they call customer service people. He explains the water looks awful. No surprsie if the freaking filter is not working! Right?! Also, that the unit is not a lifetime warranty.
After I complain about the poor customer service he lets me know they do not care because they are always busy and full of business!!! He says to call again when it happens and he will see about us not having to pay. I have had at this point to change the 450 gallons of water repeatedly, again at my cost.
To no surprise, it happens again. This time a really nice and smart technician visits and apologizes. He says it is a good unit but not surprised by the behavior of his companybosses. How can he work there and feel good everyday? But I suppose I am glad he does. He discovers immediately the filter system had been installed upside down, therefore causing the filter to break and the water to not be clean. I had to still pay the 80 trip charge but free labor and parts.
30 days later I had to have him return because the water level was quickjly going down. Wow, something new, a leak in a part and in a light lens. Unusual but because I could not maintain clean water and good ph levels, this might be normal. How could I when it was the factory's fault for installing the filter components upside down.
They have had to visit 2 more times since my lovely purchase, never aplogizing, waiving errorneous fees I should not have paid for, never replacing the unit which really should have happened.
These people will say every lie to you to get a sale. They do not remember you nor care to remember you when their units have issues, you will pay always! When I call each time, I am greeted poorly by some 18 year old who has terrible grammatical use of the English language, and put on hold always for at least 15 minutes. This is the worst purchase I ever made and I truly hate them.
I encourage anyone to not forgo an initial cheaper price, due to their size, as you will pay more in the end and have caused yourself a lot of aggravation. The fact that I have sat here for 20 minutes writing this note, which is not common, should show you how much I loathe this company and their practices.
D
lawrenceville, Georgia
U.S.A.
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