After considerable research, I placed an order for a Hot Spring Flash for my West Virginia home with Luxury Pool and Spa on July 23, 2020. Unfortunately, this has been a regrettable decision.
I completely understand the manufacturer backlogs driven by increased demand and production issues caused by the COVID-19 pandemic. However, my problem with Luxury Pool and Spa is the repeated false representations both prior to and after the purchase of my spa.
Prior to making the purchase, I had narrowed my search to either Bullfrog or Hotspring Spas. Timing of delivery was a key consideration, and I reached out to three area dealers:
Envirosmarte, Morgantown, WV - Bullfrog X7 - Receiving September 2020
Blue Oasis, Winchester, VA - Hot Spring Flash - Estimated delivery in January 2021
Luxury Pool & Spa, Charlottesville, VA - Hot Spring Flash - Estimated delivery in September/October 2020
I preferred the features of the Hotspring, so I made the decision to go with Luxury Pool and Spa, despite the slightly later estimated delivery than Envirosmarte. And, I chose Luxury Pool & Spa over Blue Oasis because of the stated earlier delivery date, as Luxury Pool & Spa claimed to be a high volume dealer that could get models in sooner than others.
After further conversations with both Watkins Wellness, the manufacturer, and Luxury Pool and Spa, I now know the following:
* Watkins Wellness informed me that dealers were aware in July 2020 that there was a 30+ week order backlog for the model I ordered (Hotsprings Flash model). The delivery timeline provided to me by Luxury Pool & Spa appears to have been completely fabricated in order to get the sale.
* On August 3, 2020, Luxury Pool & Spa sent me this email: "Your spa is on order. I'm still waiting on confirmation that it has gone into production so I can't give an exact date. We are still looking at the mid to late fall range." I later learned from Luxury Pool & Spa that my order had not even been placed with Watkins Wellness on August 3.
* In an email response from Luxury Pool & Spa on August 24, I received the following: "Your spa is in production, we are still waiting on updates for shipping dates." I later learned that the spa was not in production and won't be until February/March 2021.
* In phone conversations with Luxury Pool & Spa, the estimated delivery timeline has kept slipping, From September/October, then mid-to-late fall, then November or December, then December or January, and now March 2021. Luxury Pool & Spa blames the manufacturer for all of these changes. Yet, I have contacted the manufacturer to verify what Luxury Pool & Spa has communicated to me, and at each stage it appears Luxury Pool & Spa is knowingly providing false and misleading information to acquire my business.
*Luxury Pool & Spa now claims the delays are my fault because the finishes I ordered take longer to get in, but Luxury Pool & Spa was aware of the finishes I selected when all of these delivery estimates were provided upfront in July, and I was never told when I placed the order that these selections would cause delays beyond the initial stated delivery date of September/October. Meanwhile, the other dealer offering the exact same model, Blue Oasis in Winchester, was transparent about the true delivery date of January 2021, which was accurate based on the manufacturer's production.
On top of all of these delays, I have invested over $10,000 to build a new deck expansion and electrical for the new spa, so it's too late to cancel the project. The delays and pause in construction and finishing the deck are leading us to exceed the original planned budget as this is adding to the timeline to complete the project. Furthermore, all dealers are now facing significant backlogs, so I am left with no alternatives at this point, and little recourse except to raise awareness of the false claims and misleading sales tactics of Luxury Pool & Spa.
I am deeply disappointed and regret doing business with Luxury Pool & Spa. Had I known in July what I know now, I would have purchased through Blue Oasis in Winchester, VA since they were honest upfront about the true expected delivery date of January 2021 which was based on production timelines provided by the manufacturer to all dealers. read more
