We eagerly welcomed a brand new Jacuzzi into our home in September 2023, courtesy of the Spa and Sauna Company. However, our excitement quickly waned as we encountered a series of issues that persisted from day one.
The first hiccup involved the Smart Tub addon, which failed to work at all. This was coupled with the disappointing realty that our delivery crew failed to bring all of the necessary parts to install our cover lift. It was installed and operated, but did not have the required cover pieces to protect the installation bolts from the elements. Despite reaching out to the company, their initial response was less than helpful, offering little assistance for the Smart Tub and a promise to order missing parts. The subsequent months were fraught with both rain and snow in the Nevada winter, and with exposed bolts on our cover lift due to the delayed arrival of the essential pieces, we were left waiting even after persistent follow-up calls.
Getting a technician to address the Smart Tub issue took considerable effort, but eventually after the New Year, a technician came to our home. However, while we waited for resolution on this front, a third problem emerged - the LED lighting inside the spa started malfunctioning. Multiple lights ceased to function, prompting yet another round of calls to Spa and Sauna Co. The response, predictably, was another assurance to order the necessary parts.
After the initial technician addressed the Smart Tub and missing parts issues in January, we hoped for a comprehensive solution to include the malfunctioning lights. However, we were met with further delays, and the subsequent technician, Joey, arrived without much ado. Unfortunately, the speed of his departure was significantly quicker than the speed of his arrival, leaving us disheartened. In a matter of minutes, he appeared to tinker with the wiring with the front panel removed, and before we could fully comprehend the situation, his truck could be heard driving away.
Disappointment struck when, upon testing the lighting, we found no improvement. The same lights that were malfunctioning prior to Joey's visit remained unchanged. Seeking clarification, we reached out to Spa and Sauna service, only to be informed that Joey claimed to have replaced the lights, a statement conflicting with our unchanged situation.
The one saving grace throughout this frustrating experience has been CW, our initial Sales Person. Our interactions with him in the Reno location, where we first met him, and subsequently in Carson City, have been the only reason we can even consider awarding a singular star. While the hot tub does function, it falls short of our expectations, considering the hefty price tag of over $10,000. We believe that such a significant purchase should come with a commensurate level of service, especially when plagued by issues from the very beginning. read more
