Hot tub under contracted warranty began to leak and so I contacted WTHT, to begin service. Initial contact with West Texas Hot Tubs on April 1th, after noticing my hot tub drained all water out over the weekend. It's under warranty. He wasn't at the office but they would have him call me the next day (Tuesday). So Wednesday comes no call. Thursday comes, no call. So i call back. He's there. And rude as hell. He said they would have to get to it in order because there are others ahead of me. I understand that. But the he tells me I will Have to pay for parts. Because if the motor is burned out that's my fault because it ran without water. I said its under warranty. And it ran without water because it the drain is broken or something (water all leaked out by drain) So the next day, at 10 am, HE calls me. And says he's coming to fix it. I asked what time and he's like "however long it takes me to get from my office to Littlefield" so I finish my task and LEAVE work to rush home to meet him. 11 am comes. Noon come. 1 pm comes. Finally about 2 I call him. And I said "did Yall get lost?" And he's like "who is this?" I said shawna from Littlefield. You were coming to fix my spa? And he goes OFF on me. All rude. And said the guy had another spa to fix ahead of yours today and we can't just put you first I already told you that. And I told him I understand, but you're yhe one who called me and told me you were coming. Soooo....the next week comes. No show. I call. No retuned calls. So I wait another week. Nothing. I call Jacuzzi Corporate. Explain this to them. They call him. This am, he calls me back. Tells me that he had no idea the hot tub wasn't fixed, because "his guy told him he fixed it" I said well he didn't and you knew he didn't because I called you that very afternoon and asked if Yall were coming. And he went off AGAIN. I finally told him his lying incompetent employees were not my problem and it was HIS problem for not following up because you would have known he didn't show had you returned my calls. So he starts yelling at me telling me he doesn't appreciate me calling corporate being a tattle tale. I told him I don't appreciate you not doing what you say you're ganna do. Then he cusses me out. And I hang up. And I call corporate again. And tell them what just happened. I was livid. Then three hours later, he has a man call me, who at 2 pm said he's ganna head over and fix my spa. And I said I can't meet you today, I'm busy and can't leave the office. And he's arguing with me, asking is there no way you can just run up there and let me in real fast? I'm heading to that area and it would save me a trip. Uhm....no. I told him in not getting myself into a jam at work because all the sudden NOW you're in a hurry to fix my hot tub. After a month! So he said well if I don't get to it today, I don't know when I can get back to it. I told him well you better call your boss David and figure something out. David himself called me and told me they would come Saturday(MAy 7) in the afternoon. Again, No show. Then on MOnday, a man calls me named Mike. He said he was coming to fix my hot tub that day. And in a few hours, another man named Drew called me and said he was coming, that Mike was sending him. I couldn't be there, so my boyfriend went to meet them. the man showed up in a unmarked car, no ID or uniform or tools or anything and it sent red flags. My boyfriend asked him to verify why he was there and it escalated. He asked him to leave. Drew called me after he left and we verified that he was qualified to fix it, and he apologized. He set up a time to come the following day (May 10) On May 10th, David calls me, and tells me to go tell Drew to leave my property, that he was not allowed to work for him, that he was subcontracted by the subcontractor, and he needed to leave. I told him that it was HIS responsibility to send dependable people to represent his company. He said that the man at my house was a liar and a cheat, as was Mike, the man DAVID subcontracted HIMSELF. Just want my HOT TUB FIXED!!!! Its under warranty. Drew did get the tub fixed to my knowledge. Its working now, he just left. I still have no resolve about the serial number being registered to a different person, other than the tub may have been a demo or repo, sold to me as a new spa. Still working on getting that sorted out. I will never purchase another product from West Texas Hot Tubs, and I recommend you don't either. Do your research, ask around. Make sure youre buying a product from a reputable and dependable dealer. Corporate was no help, they tell me I have to contact the regional manager with complaints via email, which I have, and have received no response. And they told me for any warrantied repairs, that David and West Texas Hot tub is the only one in the area, and I will have to use him in the future, they offered no resolve. West Texas Hot Tubs is a NO NO NO. Take your money elsewhere. read more
