This had great customer service until an issue arose. My experience with this company was as follows. They were hired to diagnosis and fix a hot tub issue. The issue was diagnosed by the company and repair scheduled. The technician never showed up during the scheduled time. He was always late or early; the appointment had to be rescheduled twice. When he did show up, he incorrectly installed over $1,000 worth of parts. He put a part in the wrong place and then sealed off the drain to correct his error without my knowledge and consent. This made it impossible to drain the hot tub, and thus, damaged the hot tub. The he was hired to install were installed incorrectly resulting in error codes and never functioned. This was done in the late fall, so the technician claimed his errors could not be fixed until it was warmer. He also said he found another problem , a problem that was not initially diagnosed. In a text, the company agreed to fix the damage and error at a later date when the season was warm. When contacted to do so at the agreed upon time, they refused to fix errors and damage unless I paid an additional service fee. They also claimed additional problems were present, which were not included in their initial diagnosis. They refused to fix the damage done. I repeatedly asked them to return, as promised,  to fix the drain valve and pump issue  and damage. We could then discuss the other diagnosed problem. They refused saying they needed paid for additional service. And, they required me to order the replacement parts in which they damaged and incorrectly installed. When I requested respectfully that they fix the damage, complete the service hired and paid for, and incur parts cost for items they damaged, the personnel not only refused but they began sending emails, in my opinion, attacking my character and making inaccurate accusations. If you decide to work with this company be aware your experience may be similar to mine. At first customer service appeared great. When hired, service performed, and issues occurred,  I experienced refusal to deliver services paid for, damage to personal property, and ongoing accusations and assault on my character via email and other written formats. I was further told in an email, by a Paul, that he only agreed to initial be helpful with service because he thought it would get sell. There are many other company that due repairs correctly. I hired one to address the damage caused by Water by Design technicians, and there are a lot of companies that sell hot tubs/spas that don't subject you to distress and personal attack when they disagree or you ask for what was promised. My end goal was to purchase a hot tub from this company, but I purchased one from another company after my experience with this one. I hope people can use this information to make informed decisions and avoid the distress and personal attack I endured. Again, in light of all the other posts, they do well with customer service when trying to make a sell and everything goes as planned. But, their response, in my experience, with errors was quite different. Joseph who reviewed this company appeared to have a similar experience. I recommend avoiding this company for repair services aw well as hot tub purchases. read more

I agree that they Talk the Talk, But they absolutely don't Walk the Walk. After contacting them about service they informed me that they could help me, it would be about six weeks before they could send someone out. Hum.. red flag #1.The $150.00 fee for the initial visit had to be paid with a card on file first.. Hum.. red flag #2. When the two service guys showed up they pointed out that my Spa was really old , and they were not familiar with its operating system. Hum.. red flag #3. I had to tell them what I thought the problem was. They did find a wire with their tester that could be a problem?? ( been replaced sense, not the problem) . Hum.. red flag #4. Upon leaving about 15 minutes ($150) after they arrived, I was told that they would get with there service manager and he would get back with me. After four days I had to reach out for him by phone and emails. Hum.. red flag #5. Several days after that I got in touch with him and was told that he was having trouble finding parts for my OLD spa. He did mention that he may be able to find me a used spa for around $2500 TO $3500,in my price range. What, My price range? Hum.. red flag #6. I had made it clear that I could not afford a new $10,000 Spa. I specified that I wanted mine serviced. No more red flags. After several more failed attempts to communicate with them I gave up. Lesson learned. I even asked more than once to at least tell me, or give me a list of what parts they were looking for!! Nothing. Suggestive Retailing at it's finest. Couldn't have been that hard to just say " No, can't help you"! I suggest that they add a star at the top of this page before the "Not good" that says "Poor" .... read more

I bought a house with a 2004 Jacuzzi and the FLO message started blinking and nothing I did would make it go away. I called and got an appointment within a week. The service guy came, took a look, did some diagnosing, and concluded the pump was shot. He replaced the pump and all was well and good with the hot tub again. All in all, he was here for about half an hour or so and got it taken care of. Service call fee + new pump came to about $450 total. Given I called around and got several estimates from various companies, this seemed on par. Would recommend. read more

The owner talks the talk. They are pricey and promise service. However, once the system is yours, they will do everything they can to make you pay. The father-son team reduces the transparency of comments between customer and honest feedback. On several occasions, when things such as replacing a simple circuit board were not working, they called the manufacturer. After replacing the board twice, it was clear that it was not the board; rather, it was diagnosing the problem. They like it simple and want to up-sell you at the drop off a hat. Do not allow the mellifluous voice of the owner lull you into false security. There are smaller, less-glitzy showroom/dealers/repair folks out there. Find them and avoid water by design. read more

We absolutely love the staff at Water by Design and we adore our new sauna. They were in constant communication with us through the ordering process, installation, and they've checked in with us to make sure we're satisfied. Nothing but positive things to say about this company and their products! read more