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Most on this board tout dealer service after the sale and I was a firm believer in this prior to my purchase. I have a 2007 D-1 Nautilus that is an awesome tub. I have posted here on my past troubles with my dealer and getting some issues fixed with my tub, but I will not get into that. My most recent experience happened like this. I called and told the service dept. that my upper control panel could not be read easily (the LEDS or something was malfunctioning). This is the second time the panel has been replaced. The technicians showed up without setting an appointment (as usual) and rang the doorbell. My 11 year old answered the door and the technician asked "what did you break this time"? Then my wife (who I failed to notify that I had called the dealer) walked out to the tub and asked what they were there to fix and the technician replied "why don't you call our office and ask"? Finally they replaced the panel and left without contacting my wife again about what they fixed. I have had continual problems like this with this dealer and was wondering if this is typical in this industry. I have been in a customer service business for 20+ years and if these people worked for me they would be fired. I have had a rocky relationship with my dealer since the purchase and feel I have been "blackballed". What do you dealers and service guys out there think? Do you have any advice on how I can overcome being the blackballed customer who complains every time. I truly am an easygoing person who rarely complains, but it happens every time with this dealer.

I paid $10k for a 2007 Nautilus here is Virginia. I would say write the check and run as fast as you can.

My pumps are Hydra-Max pumps. They would come on normally and cut off and on arbitrarily, and it would happen immediately after they were turned on. It sounds like the dealer is willing to help out which is good. FYI-When the pumps were replaced, the problem immediately stopped and the spa operated correctly. I would check to see if you have Hydra-Max pumps and ask the dealer to research and see if there has been a problem. My spa is an 07 D-1 and it sounds like your may have been manufactured at about the same time, so maybe it is related. Good luck.

This occurred on my new Dimension One Nautilus. They ended up replacing both pumps which solved the problem. They said they had a "bad batch" of pumps in these spas. I am not sure if your spa has the same pumps as D-1, but it sound like it could be related.

She's 14 years old. And by the way "I'm Chris Hansen of Dateline NBC". LOL.

The current problems were that a jet continues to fall out and some of the light covers were broken. These are very minor problems compared to the whole issue, but still things that needed to be fixed. BTW, the dealer showed up and was very cordial and has fixed the items in question. This whole experience is a very long story with many things involved that I have probably failed to mention so if you are interested in hearing the whole thing, send me a PM and I'll be glad to lay it all out. But as I said, the tub is working and I plan on making the best of it. Once I get in the right mindset, the "miracle" will be upon me. I'll keep my fingers crossed and am looking forward to one of those 20 degree soaks. Thats about as cold as it gets here.

D-1 Finally responded to my BBB complaint and in no uncertain terms said that I was an idiot and offered nothing to me for the trouble that I have had. Even before I had a chance to respond to them, they wrote "we consider this case closed". I let them know that I was not happy with the experience that I have had. To give them some credit, the tub is now working and the dealer has become responsive since I filed my complaints, but I don't think that a $10,000 purchase should cause anyone this much grief. A lesson to all "make sure that you research your dealer as well as you research the manufacturer of you new tub as it makes all the difference in the world to have a dealer who stands behind their product". This is something that I have not experienced. The dealer is supposed to be here tomorrow to fix the current problems, I'll let you know if they show up.

Don't get me wrong, D-1 has a great reputation, but I have been unfortunate enough to have a bad experience with one of their products. The problem that I have is that D-1 refuses to even respond to an official BBB complaint. They have sent them multiple requests with no response as of yet. The dealer has finally contacted me today to resolve the dealer issues (I filed a complaint on them as well) and is coming out this week to take care of things. I am hopeful that all of the issues will be resolved and I will have a place to go for a relaxing experience and not a large fishbowl in my backyard. Your advice on keeping notes etc. is good advice. I had many emails that I was unable to produce because I never thought I would be in this position, lesson learned. I'll let you know if D-1 ever decides to respond to the BBB or myself.

I live in the Virginia Beach area of Virginia. Any help you could provide would be great. I really like the spa, but I just wish that my experience would have been better. I certainly did my research before I bought my spa and D-1 was the best that I have found. Thanks in advance for your help.

Update on the D-1 Nautilus. I filed BBB complaints trying to get this problem resolved but the dealer refuses to recognize the problems that I have had and Dimension Ones refuses to even respond to my complaint. I have a six month old tub that has had many major systems replaced multiple times. I thought I purchased a tub for relaxation, but I can not relax with a 10K purchase that works intermittently. I am dumbfounded that a company such as D-1 refuses to even respond to my concerns. The service after the sale (excuse my French) SUCKS. If anyone has the inside scoop on D-1 and their customer service practices, I would be interested to know. The tub is currently working with some minor problems, but one would figure that with the problems that I have had that D-1 would make some concessions. I am a first time spa owner and have had a very bad experience. I am sure that D-1 is a great company with a great product, but with what I have experienced I must say "BUYER BEWARE."

Biggz, Your posts would be much easier to read if you added more smiley faces.

The best product on the market is the Thermacell. I use it exclusively when hunting and now they have made a product to place around your deck and tub. It looks like a small lantern and operates on a small propane cell with a pad that is heated to create a mosquito repellent. Each unit protects a 15' radius and I swear by them. They are sold at Wal-Mart and outdoor retailers such as Bass Pro. I recently paid only $5.00 per lantern. This is a true bargain for the results. You will not be disappointed.

If its a board why replace the pump?? My question exactly. Their solutions to my problems change on a daily basis. I purchased my spa from this dealer due to reputation and time in business (over 25 years). I learned that this is not always an indication of the service you will get once they have your money. I was made a lot of promises that never materialized. I am learning a very costly lesson now!

Dealer finally showed up yesterday, but the technician was only there to replace a $3.00 light cover. He knew nothing about pumps etc. So I got on the phone to D-1 and to the owner of the dealership. I basically told them to fix it or come and get it and that I was very dissatisfied with the service. The dealer said that he and D-1 decided it is a board problem and were working on a fix for it. Low and behold the technician showed up again today and replaced pump #1 again. Go figure. Only time will tell on this one. It seems to be working at the minute, but as history shows, that could change any time. I'll keep my fingers crossed.

Quick update. The dealer has not been out yet after promising to be here on Monday, Wednesday, and Thursday(it is now Saturday). I am getting fed up with this. The filter cycle will not work since pump one will not run properly. This is resulting in stinky cloudy water. I sent an e-mail to D-1 to see if there is an inherent problem with the pumps on the 07 Nautilus. The reply was that my tub was not registered (actually it was) and that they couldn't help me until it was. So I re registered it and have not heard anything since. It has been 3-4 days since I have heard anything from the dealer or D-1. Keep in mind that this is a 4 month old spa. Nothing but problems and it seems I have a dealer who is not appreciative of my business. It was sure different when I was shopping for the spa.