Three days ago I had a short phone interview for a repair tech position with the owner of the company and he invited me out today for an in person interview. I arrived 5 minutes early and upon walking in and waiting for the manager, Zach, I was told that they'd already hired someone for the position a few days ago and apologized for not calling me. So they wasted a quarter tank of my gas and over an hour of my time for an interview for a job that was already filled. If this is how they treat their perspective employees I'd hate to see how they treat their customers. read more

Great service, great value, and an amazing spa! I admit that I was skeptical after reading some of these reviews, but our experience was great! Zack was truly a professional. He helped us decide on which spa was best for our needs, gave us a great deal with significant savings. He was very accommodating on payment options. Excellent communication. The delivery team was great. Alex coordinated everything and the spa arrived on time as scheduled. Upon delivery, I noticed a small crack on the corner panel which Zack had replaced the following week. The tech even fixed the lights which were inadvertently disconnected by the electrician. Zack walked me through the simple set up plans, he had quick response via text, even on weekends. I don't believe these other reviews are justified, certainly was not our experience. read more

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Their customer service on delivery is terrible Say they will deliver on a certain date and never called to say they aren't delivering. Bought an item two weeks ago and still not delivered ? Don't waste your time with them ! read more

Horrible. Never again! And I will NEVER recommend anybody buy from them. The sales guy was a liar. (He's no longer working there). But the whole ordeal was a nightmare. They sold us a floor model (with stickers all over it, scuffs and marks from people climbing in and out of it in the store) at regular price- which we didn't find out until it was already in our backyard being installed. Because the moving guy casually said "yeah we could have gotten one from the warehouse but this one was right there". This was AFTER they dropped it trying to get it onto our backyard through the gate. The moving guys were fighting and bickering the whole time. My husband contacted the owner to voice his frustration with the whole scenario, the owner later called him back and agreed that the sales guy was dishonest about giving us a floor model because he would have needed to put that on our paperwork and he didn't. The owner Scott offered to take off the $750 for our UV filter and give us a year of chemicals. To equate to about $1000. I just went in this week to pick up another box of chemicals since we ran out of the one that came with purchase 3 months ago-and the owner told the girl working that he never said that. So they charged us $160 for a box of chemicals after he promised us a year for this entire ordeal. To top it off-the sales guy told us at the time of purchase that we had a 12 month no interest plan and we could pay as much or as little as we wanted every month- as long as it was paid in full by the year mark. That also was a lie. The minimum payments each month are $488. | will NEVER in my life recommend this place. read more

Hot Tub super rip off. I purchased a hot tub here and it's been the worst experience ever. Week 1, not ready and all parts were not delivered with the hot tub. Week 4 still not ready. We had to work to get it setup ourselves as the store managers are not responsive nor care if it's in working order or not. 3 months in hot tub is falling apart, and walls are just bending/bowing off. We have a full warranty still NO fixing this mess of a buy. Zack the manager sends someone out. This person gets frustrated and starts kicking my hot tub for about 6 minutes while yelling profanities. He could not put the outer walls back together. I have full videos of the extensive damage that was done. I sent the videos to the Managers. They were not too concerned. Hot tub still falling apart. They sent another person a couple of times and charged me for the visit and parts but still not fixed. I asked for my money back and nothing. I paid for parts that were not delivered. WORST service and purchase ever. Don't do business here if you plan on having a hot tub that works and a company that honors their warranty contract. read more

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I had worked with the owner of the store to try to come to a resolution with no luck. I was sold a "lemon" tub and now I'm out $9,200. I would caution anyone looking at purchasing a tub from this store to check out the other stores in the area to ensure piece of mind when purchasing a tub. I would also filter the reviews on here to lowest and take a look at what people are saying. When spending upwards of 10k on a product, these should be concerning. There are plenty of other stores offering the same service in the area. Check those out - you will avoid a lot of heartache. read more

PLEASE read all the other 1 star reviews. After this experience, I went back and read them... and yup.. I couldn't agree more. They aren't wrong. Sure, people give 5 stars when their tub works fine from the get go. But God so help you if there is anything wrong whatsoever bc their customer service is awful after the initial sale. Don't be fooled. It's great in the beginning. They are indeed knowledgeable and you get a good deal. But I would have gladly paid more with a company I could have built a relationship with after the sale. It's been a very long time since I've experienced such horrible customer service after spending so much money. read more

This place sucks!!! They are nice when you walk through the door but as soon as you purchase a spa, they become ghosts. I was never given a start up presentation as was requested during my purchase. They informed me that the delivery guys could do it. Don't get me started on the delivery guys... let's just say not the most gentle of movers. My spa already has scuff marks from the move. When I asked them if they could show me how to operate it they said here's the temperature and push this to start, that was it. I recently had an issue with my spa not heating up and left several messages to have someone come out to look at it and show me how to operate the controls. Zach pawned me off a a girl who was nice but no technical experience to help me. 3 attempts to have Zach call me back and crickets. Be a man and stand behind your product, call customers back instead of handing me off to a girl with limited knowledge. Does Customer service mean anything, buddy?!? I ended up calling a local spa company that came out immediately and found the issue...$100 later (thanks for nothing Zach!) They also explained the various features of the control panel. Oh, and if you buy one, when may tell you that if you don't like it they will buy it back...what a crock of sh*#!!! Offered me $500 to buy back my $7000 spa that was 6 months old with minimal usage. Said they are not in the spa resale business. If that's the case say it upfront and don't use it as a selling feature! Don't believe the lies and get your spa from somewhere else. Like I said in the beginning, these guys SUCK overall in every department and their spas are low quality...you do get what you pay for. Go elsewhere!!!! read more

I recently had a bad experience with his business. Also, after reading the reviews, I should've never came here. No customer service at all they will lie to your face. Zack will just blow you off after he sells you a $7000 hot tub he would make a good car salesman. Luckily, there's no lemon hot tub law . The lady in the front was super nice. I just feel bad for her that she has to work with these unethical salesman. read more

It has been over a year since we purchased a hot tub from Hot Tub Superstore. We are so happy we went with our selection. The hot tub is perfect for our family and the quality of build and materials sets the bar high. I just called them recently. Nakai returned my phone call and was super helpful answering all my questions of the steps to drain, refill, and add the necessary chemicals at startup. I forgot the steps and he walked me right through it. The value of the hot tub was competitively priced. We got a great deal for the model we purchased. I highly recommend Vita spas. They are very reliable. I have had no issues with leaks, electronics, and the tub itself. They sell you this product called O'care. The liquids are designed to stabilize the pH as well as micro clean the surfaces of the inside pipes to get rid of biofilm. I just emptied my tub and no pipe cleaner is required because the O'care did its job. I highly recommend paying the subscription for the O'care product. It is amazing! I haven't had to add any chemicals aside from chlorine in the past 5 months. That's how good this stuff is. If you are thinking about purchasing a hot tub, I highly recommend Hot Tub Superstore as your go to place. read more

This is an update on my review that I did today. I want tried to get my money back. I've put $2000 down on the hot tub. They would not give me my money back. They said well we don't give money back.. I got the police over there and they talked to him. No luck they would not give me my money back so I'm out $2000 right now. I will take him to court and get that money back. You don't want to go there? I'll care about their show at the convention center this weekend, if you want a hot tub, there is other places, I advise pay attention to the Yelp. They tells the truth, do you wanna talk to me? I'll call you or you call me RS. I live in Southwest Reno. I'm 84 years old and I no reason to bullshit about this transaction. what where they make their money on is this convention center? They get the suckers to come in there and look and get their deposit down and then they don't deliver the goods you gotta be aware. I am going to turn them into the better Boussus and I'm gonna take him to court and watch them squirm even if I don't win, I loving it to take their time away from their scammers read more

An extremely poor experience, so far... I was so excited last year, when I purchased a Luxura swim spa from Hot Tub Superstore in August 2023 during a home show that was happening in Roseville, California. I was told at that time that the purchases all have a 90-day turn around time, so I could expect it around the end of November 2023. They wanted me to come up with part of the money for the down-payment on the loan, so I paid around $7k on my cc at the time I made the purchase last August and utilized their 0% financing for the remaining balance. (They make that 0% financing thing a big deal to seem enticing to buy.) I bought my spa directly through the owner, Scott. When I mentioned that I would need help with learning how to use the osmosis system, he assured me that he had people in place to help with that part of it. Scott seemed great when we met in Roseville. As he gave me a receipt for the swim spa I just purchased and no brochure which may have some specifications for me to use, he assured me I was making a great decision and that their customer service department would be taking great care of me; then he became a ghost. Today is February 19, 2024 and I still have no swim spa or even a mention of a date of delivery. I have been told that the body of the spa is finally here (from China) and that the spa is being put together now with all the Balboa Instruments necessary for the swim spa to function, at their warehouse. I have experienced nothing but confusion and disconnection from their employees since I placed the order. I have asked to speak with the owner on more than one occasion and not been granted my request. I did have a brief conversation with Zack, who gave me some very basic information that is very necessary to have the proper setup for the swim spa. That was helpful and I feel like I should not have had to go searching for it. The calls I make to the company, I seem to get the run around over the phone. Any little bit of information I have received from their customer service department is information I have received because I have called and asked questions. In hind-sight view, I would have rather bought my swim spa from a local company with better customer service and recommend you do the same. read more

Buyer beware....Negotiated a price for a spa tub and then the sales guy called back and asked for $1000 more!! I renegotiate against my better judgment I continue with the purchase, then after tub is delivered Sales guy called again to squeeze me for more $$$. Wish I had taken my business elsewhere. read more

Hot Tub Superstore of Reno has my business for life. Thank you so much. Rewinding a bit....About 2 months ago in June 2020, my main electric motor on my Gulfcoast 7000 spa went out completely. This spa manufacturer, #GulfcoastSpas, is out of business as of years ago....so their parts are very scarce and monopolized by a few retailers out there. I went to #WesternMechanical, a motor and pump business near Hot Tub Superstore and bought a new motor from them - excellent people too. I had to save money by doing all this work myself due to my budget...and I'm totally afraid of electricity, especially that at 440V. I did the motor replacement successfully without getting shocked, and put it back in the spa. However, after putting both inlet and outlet plumbing lines back on to it, there was a few new leaks that weren't there before. I was really bummed out, because it hadn't ever had a leak. I tried adding glue to the connections, but it still didn't solve the issue. A few weeks later, and I had given up all hope of completing this hot tub repair on my own - I wanted to call in a pro to finalize this and have no leaks. I searched around a few local Hot Tub stores and they all gave me the same replies "since you didn't buy the spa from us, we really don't have time to help you", or "Why don't you come in to our store and I'll sell you a brand new one with no leaks?", or "we can't help you!".... Sure - buy a new spa at $8,000 instead of fixing a leak. What???!! That's when I walked into Dan's business - Hot Tub Superstore of Reno, NV. I was ready to throw in the towel and pay one of his service techs to come fix this leak for me. I met Dan right away after I walked in, I told him that I just replaced the motor myself, but now I have a leak in the plumbing connection....I need to have one of your guys come fix this. He replied with an encouraging and positive message to me that made me feel much stronger within...and is the reason why I chose to take his words instead of hiring someone. He said to me, "Hey buddy, if you replaced the motor on your own - I know you can do this on your own" Wow!.., I thought...he straight up encouraged me to do this to save money, and he had faith in my abilities already. I showed Dan a photo of what the plumbing lines looked like that I had....he said "no problem, hang on a minute!". He went to the back of the store and came out with just the right parts for me and some repair glue he gave to me, ...all of it only cost me about $30. I thanked him and left the store. A few days later, (when I had the time), I cut out the old leaking plumbing connections and put in the newer style elbow connections and sleeves with built-in gaskets - filled the hot tub up - and BAM!! NO LEAKS! I was so dang happy and relieved that I did the whole project from top to finish!! Dan - I highly thank you for your excellent service and business ethics!! Ethics are very rare these days in customer service - but you and your team find great value in #ethics ! I am now a Happy Man again sitting in my spa every day relaxing and enjoying my 'Zen-Zone' as I call it. Dan didn't greedily send out one of his techs to just make a dollar....nor did he try to up-sell me!! He used his integrity and honesty and customer service! Thank you so much for being there for me! Your business Rocks and you now have a customer-for-life. Cheers! read more

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I bought a hot tub through Costco who used hot tub superstore to for their dealer. When the guys at the hot tub super store delivered the hot tub we could tell right away that it must be used. water poured out and and they had just thrown parts of the hot tub into it. We should have declined the purchase right then and there but the guys totally lied and said they had checked it to make sure everything worked. It was a total nightmare from then on. Thankfully Costco let us return the hot tub and had the hot tub super store come to pick it back up. This is a totally untrustworthy, shady store to buy from. Maybe they're better if you buy straight from them but I don't trust it. Would never step foot in that store ever. read more

WARNING SAVE YOURSELF FROM A TOTAL NIGHTMARE AND DO NOT DO BUSINESS HERE!!! Doesn't returns calls Sell broken tubs and pretend that they are new Total rip off and will rob you blind!!!! Don't be fooled by this predatory business! Go literally anywhere else and you'll be glad you did Makes you wait for everything after they've gotten your money and do not care if you're happy or miserable with what they've sold you! Avoid this place please!! We purchased a brand new Hot tub from the Hot Tub superstore. We live more than 30 minutes away and told them that our deck is going to be a challenge to deliver the tub onto. We described in great detail where the tub needed to be installed and provided photos of the location it needed to be installed. They never did a site survey and upon delivery of the tub realized the installation would require a crane, something that would be obvious to anyone who bothered to look at the location. So they just leave the tub in the driveway, blocking parking for the entire family, and worse, they don't answer calls or communicate at all. The tub remained there for two weeks. Finally after we had to go there and confront them about the issue, they assured us that someone would be there the next business day. No one came for another week. I understand that people mess up schedules all the time but at this point it's obvious dishonesty on the businesses part. Finally after about another week the tub gets installed and the nightmare is over... or so we thought. They sold us a broken tub!! Again we call and call and we are told more and more lies. "It's just a sensor that needs to be replaced, and we will come out in a day or two" Another week passes by and it's not the sensor or a simple fix. The tub is broken. A brand new hot tub that has been a dream for over a decade is broken. We want this nightmare to be over. We want all of our money back and the hotub removed right away. We want to warn everyone about doing business with them. A local hotub professional who I called told us that every year around their big sale, he expects to be bombarded with calls from people with problem tubs they purchased from the hot tub super store. read more

Zack made the buying experience pretty easy, and his professionalism was really great to see since most businesses lack professionalism, I was able to buy a hot tub in less than an hour. Thanks Zack!!! read more

Dan gave me a great deal on custom order American Whirlpool 881. I love this hot tub. It's the centerpiece on my patio when guests come over. Dan still calls me quarterly to remind me to change my filter, and to see if I have any technical questions. Great local business. read more

We used their hot tub spa maintenance program. Aftera few months, all rubberized coatings on headrests and nylon strap on cover started peeling and disintegrating. Another hot tub expert stated it was due to the chemicals used. The owner of the store would not only not reimburse for the damage but ignored several of our emails and voicemail messages for almost 2 months. I had to physically go to the store, and response I was given was that if the hot tubs sit with no water in them for awhile, this can happen as well as pump failure. Interestingly enough, all the tubs in the showroom were dry!! read more

We ordered their new outdoor kitchen on April 18th and were promised by Scott it would be installed the 2nd week of July. 3 weeks ago my husband gets a text from Sierra Nevada Logistics that says they have our bbq for delivery. Scott never mentioned a word to us that this company would be contacting us. We answered back right away and never heard from them again. We have called Scott on his cell phone and never get a phone call back. Today I called the store and customer service scheduled our install for August 19th (their soonest). I explained what had been happening. No apologies were given, or let me give you a discount for your inconvenience. DO NOT DO BUSINESS WITH THESE PEOPLE!! read more

So right after closing on our house and in the middle of moving out, our hot tub motor decided to seize. We were super stressed at what to do, and were so sure no one would be able to come out with parts to repair it before we had to be out, but my husband called around anyway. We called Hot Tub Superstore and explained what happened and our situation. The owner Dan actually squeezed someone in at the very end of the same day to come out and work on the hot tub! The repairman, Andrew, was excellent!! I cannot express my gratitude enough. Moving is already stressful, they saved the day for us. Thank you Hot Tub Superstore, You are truly amazing people!! read more

Poor communication. Only wants peoples money. Things changed in my life and couldnt get hot tub. They kept the entire deposit. Be sure you want a hot tub before giving them money. Their hot tubs have poor reviews as well. read more

We shopped around and decided to buy a new hot tub from this store during one of their blowout events at the convention center. We felt like we got a good deal and they were nice. That's where it went downhill, they delivered the hot tub several weeks later and it had been damaged, when asked about it, was told they would "tape" it when they brought the right hard cover. No instruction on operating like they had told us they would when purchased. It's been a month now and no hard cover yet, when tried to schedule the top delivery, went round and round and never got a firm date. We paid a fair price and feel like we've been taken. They make you sign off on no returns when you purchase as well. Won't buy from them again. read more

I have the WORST experience with SCOTT. The service caused my rubber headrest to disintegrating. The service person never even informed me, I found out when I opened the tub to use it. Scott- is 100% A- WALLED. Not returning calls or e-mails. Do not recommend them at all. read more

Stopped in here pretty much just to look, but Dan totally sold us on a high-end GORGEOUS hot tub at an unparalleled price. He was extremely knowledgeable about every aspect of each hot tub on the floor, and he was even able to go into detail how his hot tubs compared to hot tubs from a different store we checked out earlier. He worked out a great deal for us and was really pleasant to interact with throughout the process. We would definitely recommend him to anyone who is looking for a hot tub! read more

Fair and honest. I bought a used hot tub from a private party that needed repair. It took about a week to get the repair scheduled but that was the only reason I'm giving 4 instead of 5 stars. They genuinely worked hard to make sure I got both the cheapest and cheapest solution. They didn't try to up sell or market anything to me. They were authentic. I will be giving them all my future business. A little patience is required as they are busy but they are busy because they are good. As far as I'm concerned, worth the wait. read more

On 2 October I purchased a hot tub from Nakai Dogger and Zack Parker for $6,764.41and put the charge on my MasterCard. The tub was delivered to my home and after filling it with water I turned it on but it would not come on. I called the store and Zack told me it was because I had the wrong type of extension cord so I bought a new cord, but the tub still did not work. His technician came to my home and told me he needed to order parts and would be back the next day. He came back 3 days later and it still did not work. He said that it was improperly wired at the factory. He came back a few days later and rewired the spa. It worked for 3 days and again shorted out, It has been over 1 1/2 months after the purchase and still does not work. I have asked Hot Tub Superstore to come and pick up their "Lemon" tub and was told by Zack that it was not their policy to take back faulty equipment or to reimburse customers. I have filed a complaint with the BBB and filed a claim with my credit card company. I highly recommend that you buy elsewhere. read more

First I wanna explain apparently it is really hard to find a hot tub and get it delivered on time. False big False . We had heard it is very hard to get a hot tub delivered within three months I started searching I was not satisfied. I found hot tub superstore with a friendly hello and music to my ears hot tub's in stock on the floor ready to be delivered within a week. I spoke with Jonathan first I had a terrible experience with a another company only a few yards away they promised a lot but could not deliver. I also thought I was in the correct store but I was not but I'll leave their name out of it they're just a few yards away you can figure it out. I went down to the warehouse so I'm nothing but beautiful and better hot tubs negotiated locked it up signed sealed and delivered within one week. Jonathan and Dan are family guys they want to make you happy. The delivery came right on time same day as my wife's birthday. And it wasn't supposed to be there for 10 days but they made it happen. Miike and Nick delivered it and did a great job setting it up. Once everything was hooked up you have to get an electrician to complete the job they have advice I found a company that came out the very next day Hernandes electric they did a very good job. ThenOnce Hot tub was going they sent Andrew out to get me comfortable and go over everything and set up all chemicals. They offer you in-house service if you'd like we have been nothing but satisfied the last few days with our beautiful Hot tub let me show you some pictures. Ask for Jonathan tell him Tony sent you the best gambler in Reno , also follow me for pics in winds so you can get the hot tub of your dream. @iamafanofwhoibet twitter read more

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Purchased an American Whirlpool tub but the so called manual is for ALL models and is impossible to work with. I DO NOT and cannot not find out how to use some of the feature. The guys at the Store are great but think they have no options, and will not contact the Manufacturer. read more

Wow! Can't tell you how amazing Dan and Rob and crew were! We purchased a nice hot tub at a decent price and got amazing customer service. When installing, Rob and crewvshowed up at the time arranged, had a great electrician John there to assist and everything went fairly smoothly, considering that it had snowed significantly the days before. The hot tub was delivered as promised, and although there were a few minor details that needed follow up, everything went as planned. This is a great new business in South Reno and we will refer all our friends and return ourselves for supplies, etc. Thank you Dan and Company! We will definitely be back. read more

I should have known when I first walked into their showroom and there were no prices on the hot tubs... When I asked, the cocky and condescending salesperson, Aaron, told us that they didn't have time to put prices on them because merchandise moved too fast. Yes, I understand that the two minutes it takes to put a price into a pre-made template and print it out is too long. Every time we inquired after a specific tub we either had a vague answer to start, or we got a "this is our Cadillac" with no price given at all. Turns out everything in there was about the same price. We went in to pay cash and schedule delivery, but the high pressure and low ethics of the salesperson was a turnoff. read more

We had the best experience at the Hot Tub Superstore in South Reno with Scott! We have never owned a hot tub before, but went to the superstore and Spa and Sauna to just look around. We definitely found more bang for your buck at the superstore! We ended up purchasing the Vita Spa Grand, and have loved it! We purchased in December, and since we had to order ours (since the colors we were looking for were not in stock), we didn't get the hot tub until early February (a little delay from the late January estimate due to the terrible winter weather we continued to have this year!). But, it was delivered easily, and once we got it hooked up, Scott walked us through everything we needed to do with chemicals, etc. He was super responsive and answered all our newbie questions in those first weeks. We have had no issues with our hot tub, and it's the easiest thing ever to keep clean and pristine! We definitely recommend Scott at the Hot Tub Superstore! read more

We had a great shopping and educational experience with Zack at the Hot Tub Superstore in Reno! He was informative and thorough in his knowledge of his products and helpful in our decision making process. Thank you for your excellent customer service and consistent follow through to delivery! Our sincere thanks to you all! Kim & Mark Still read more

If you didn't buy it there, don't ask for a service call

A call for help with a frozen spa situation had Rob of CAL SPA returning that call within minutes of leaving a message made after hours. I told him of the problems. He offered suggestions and ideas to help me through the sub freezing temperatures that night. He asked that I call the next day to give him an update. I called as instructed and again, Rob offered reassurance that his prescription was working. He also let me know continued avenues to follow once the weather became more temperate. His advice and customer service goes beyond measure. I would highly recommend anyone in need of spa needs to contact this company. Beyond amazing these days, in my honest opinion. Though I live over 150 miles away, they will be my go to for spa needs. Charlene B. read more

We had been shopping for a hot tub for about 6 months and could not make a decision after going to several local shops as well as the sale at the convention center. We had almost given up when a local Sparks shop told us we would have to wait 3-6 months for a hot tub due to all the factories being behind in building them. This person even told us that not one shop in Reno/Sparks had any hot tubs in stock. We decided to go to the Hot Tub Superstore and low and behold, they had hot tubs in stock ready to go. We were helped by Dan who is the owner. He is so knowledgeable and friendly. We selected a tub right in the store, purchased it, set up the delivery and was out of there is less than 45 minutes. The delivery was flawless. We are so happy with our purchase and this store. Highly recommend them! read more

Dan (the owner) goes above and beyond. He answered all my questions and provided great customer service. He has a great variety of hot tubs at a great price. Thanks Dan!!! read more

Bought an 8x8 hot tub yesterday afternoon from owner Dan Powers. He obviously knows his stuff, provided good advice and straight answers. Tub was delivered and installed today. Everything works great! Package included cover, hydraulic cover lift (works great), solid hand rail, step and water-treatment chemicals. Great job teaching us how to operate and maintain our new tub. Thanks! read more

Top notch from prices to excellent customer service from (Elaine) We've have had our cal spa now for about 2 wks Delivery was on time,set up our new hot tub made sure it was working right Took our old hot tub . Elaine was very friendly from when we first walked in the door she greeted us with a warm smile and friendly hello.looking for a hot tub!? Sierra Nevada hot tub is the place Togo I am so glad i found them Thank you Jim Christie & russ Stuart read more

Bought our first hot tub today and had a lot of questions Dan was awesome and super helpful. Would definitely recommend.