Disorganized, Not Thorough, and Disrespectful - AVOID…read more
This was hands down one of the most infuriating and disappointing experiences I've ever had with any service provider.
Main points:
Hired for hot tub leak and heating issues. Initially seemed promising.
Entered my yard without notice. After the first time, I specifically requested notice because I have 3 large dogs. This was ignored during the second visit, putting my dogs and his workers at risk.
Only one side of the tub checked despite clear request to inspect the whole thing.
After follow-up, company was unresponsive, vague on scheduling, no-showed, and failed to notify before visits--again entering yard without warning.
Discovered second leak; quoted $590 more, including a second service fee. I disputed this since full inspection wasn't done the first time.
John, the owner, was rude, dismissive, and hung up twice--laughed at my feedback and ignored safety concerns, with zero accountability.
I'm now stuck with unresolved issues and need to fix it myself or hire another company.
My first text before their initial visit included images and videos: "I have a leak which appears to be coming from the front connector piece but I'd like that confirmed and look for any others. Its had a known small leak since I got it a couple years ago but it got a lot worse recently." We spoke on the phone and he explained the filter cycle settings, which was helpful. I felt good about the company going into that first visit.
Ryan (technician) arrived on time but walked into my yard unannounced. I have three large dogs with access to the backyard, so I wanted to ensure they were inside. He was helpful, explained the heating issue, and repaired the main leak--but didn't check the whole tub. He said it would need to be filled and heated and offered to stay for a fee, but suggested that if more issues arose, I could just reach out and he'd return (no mention of additional charge).
First visit was June 18. On June 23, I reported the tub might still be leaking; I was advised to monitor and photograph the water level. On July 4, water was still present on the patio--on the opposite side--and the tub's water level had clearly dropped. I texted again with photos. John told me "I'll probably be back out Monday. We'll keep you updated." I asked for a time and he said "Midday late afternoon depends on how the job prior to you run". Sunday I was told I was on the schedule.
Monday morning, I sent: "Please knock or text me when you get here today so I can make sure the dogs are inside. Thank you!", to which I got no response. By 7:30pm I asked if they were still coming. At 9:30pm I was told they got tied up and would come Tuesday. I asked for a time; he replied "Thinking probably around 8 AM, but I'll confirm that in a couple minutes," which was never confirmed.
Ryan arrived at 8am. Again, no knock or text--just walked into my backyard. When I brought it up, he said he was never told. He found the other leak and said John would call with a price. John quoted $590 more, including another $250 service charge. I was fine paying for the additional work and parts, just not another service fee since they didn't inspect the full tub the first time. John said to forget the service fee and that he'd tell Ryan to pack up, then rushed me off the phone and hung up.
I later called back and calmly said I had feedback. He laughed and said "Oh this'll be good. Okay what is it?" and interrupted me repeatedly. I explained the lack of communication, my safety concerns with the dogs, and why I didn't agree with the second service charge. He kept justifying everything and said I wouldn't be able to find a better deal anywhere else--which wasn't even my main concern. He eventually got frustrated and said "okay we're done" and hung up again.
I'm now left with a dismantled hot tub that still needs repair. Blatant disrespect, lack of communication, and terrible customer service. I honestly don't understand how they have any positive reviews if this is how the owner treats clients.
