We researched tub brands and options for months and narrowed it to a Jacuzzi 355 Full Foam and a…read moreSundance Cameo which Scott Madrid(Scott is a liar) told us was Full Foam, we decided on the Cameo. Within a couple days of delivery we had a leak and we were instructed by Joe Hardy at MC to pull a panel and inspect for the leak. I asked Joe why there was loose fiberglass inside the unit and he informed me that Sundance had changed insulation. I immediately made it clear that we were told the unit would be full foam. We asked to return the tub but Scott wouldn't allow it, they tried to resolve the leak by offering us another unit with fiberglass insulation which we rejected. After getting a regional Sundance Rep involved it was decided we would get a replacement when Sundance converted back to foam insulation. We told them to come get the tub but Scott said they would leave it until the replacement was available.
15 months later Scott calls and says we'll be getting an all new tub new accessories, steps, cover, etc, that we'll have to pay $2312 for the swap(originally told there may be a $400 - $600 upgrade fee when the foam units are produced again). We pushed back and they lowered it to $1312. The original tub had the Extreme cover, and SmartTub pd $1000 for upgrade. Scott said they would take the SmartTub from our old tub and install it on the new tub.
The replacement tub was delivered and set up by Chase and his partner, they did a HORRIBLE job!!
Chase told me that he didn't have the promised matching steps and that this tub wouldn't have SmartTub. Before he left I decided to hold the $1312 check until those issues were resolved, at that time unaware of what we'd find that evening. We looked at the tub that evening and were shocked at all the things that Chase left in nonworking order. The interior lights would not turn on, two air valves were not functioning, one would barely move and the other would spin out of it's socket. I saw Chase playing with the knob that wouldn't turn while he was filling the tub but I wasn't aware that he was having issues with it until that evening when we inspected it. The cover was not installed correctly, the cover wouldn't seat on the tub rim and was too small for the tub, the skirt was to short to cover the acrylic, all 4 sides had over an inch of acrylic exposed to the sun. Cover strap brackets were mounted at inconsistent measurements, you could see from 30 feet away how crooked they were installed. I don't understand how an installer can walk away from an installation this bad and not say a word.
We listed the issues in an email to Scott, Missing SmartTub($1000), wrong cover, air knobs not working, interior lighting not working, missing promised matching steps, etc., and got no response. I contacted Scott again letting him know we'd be out of town for a couple weeks and asked him again to get back with us. Waited almost 3 months(they are a few hours away and only come to our area once a month) and no response from Scott, and no service call. We called and told them to come get the tub and refund our money. Joe Hardy got involved and offered us $7500 of the $15,500 that we paid. After going back and forth with Joe, I contacted the BBB, Joe Hardy responded to the BBB lying about the insulation issue and reaffirming the $7500 refund, or offering to warranty and come fix the tub(this is after 5 months, why weren't they knocking on our door sooner?). We thought about it and decided we'd had enough of the lies and lousy customer service, and concluded we didn't want the stress of dealing with them for another 5 years. They refunded $7500 of the $15,500 and took the tub back.
Look for an honest Dealer and consider not buying Sundance either. Sundance customer service offered no assistance other than to tell us to take it up with our reseller.
