Marita Posted May 11, 2015 Report Share Posted May 11, 2015 We have been through the "wringer" with our hot tub since last September. It's a long story, I will make it as short as possible. We have a Hot Spring Envoy, bought in 2010, set up in July of 2011. Last September we noticed a small crack near the control, so we had it taken to the dealer (they charge us almost $400.00 each time they come out, although it's still under warranty). They didn't even look at it for a couple of months, but when they finally did, they found other issues with it as well, all covered under warranty. They replaced 2 motors and put a brand new heater in it as well. We got the tub back in February or March, I can't even remember now, but hadn't been able to set it back up until a couple of days ago. Hot tub is full of cold water and when we turn it on now, the control says that it's 115 degrees and heater won't come on. We already called the dealer, they wanted my husband to take the circuit board out and see whether it had burn marks on it. Hubby is extremely frustrated with them and won't even talk to them anymore. He is ready to drain the tub and take it to the dump. YIKES!!! Needless to say, I want to get this resolved. I feel that the dealer should send a technician out and do some testing WITHOUT charging us $400.00 to do so, since they sent it back to us defect. Am I wrong? I have a call into the service dept. manager, but am afraid they won't go for that. Can any of you give me advice on how to handle this issue? Quote Link to comment Share on other sites More sharing options...
PreservedSwine Posted May 11, 2015 Report Share Posted May 11, 2015 It could be something as simple as a temp sensor not plugged into the correct spot. What's the deal though? I don't understand why you were charged $400 for a warranty repair, unless they charged you a delivery fee to remove, and re-install the spa. Do you live hundreds of miles from the dealer? Quote Link to comment Share on other sites More sharing options...
Marita Posted May 11, 2015 Author Report Share Posted May 11, 2015 We live more than 100 miles from the dealer and we knew we'd have to pay mileage after the first year, but we had NO idea they would charge us when they sent the tub back to us not in proper working condition and having to come back out. According to the Sundance Dealer, who is closer to us, that is very poor customer service, which I agree on, needless to say. The manager told me that they replaced the heater, but not the board, so they could send it to us and have my husband replace it. If that's not the problem, though, we'd have to pay the mileage for a technician to come out. I am very frustrated with this. You would think that there would be better customer service for a product that cost more than 10 grand...:-( We have no one in the area that can safely work on hot tubs, according to the Sundance dealer, so we are literally OUT THERE! Quote Link to comment Share on other sites More sharing options...
Roger Posted May 12, 2015 Report Share Posted May 12, 2015 I agree, poor customer service. Tell me why it's not working after you fixed it. It's only 3 1/2 years into a 5 year warranty. Have em bring a new control box, heater and topside controller. A guy for a day and 200 miles is 400 bucks though....... Quote Link to comment Share on other sites More sharing options...
PreservedSwine Posted May 12, 2015 Report Share Posted May 12, 2015 Call 1-800-999-4688 If they're going to send you parts, have the technical support team at the manufacturer suggest which part to replace. Quote Link to comment Share on other sites More sharing options...
Hot Spring Official Posted May 12, 2015 Report Share Posted May 12, 2015 Hi Marita, Please call the Watkins Mfg. customer service department 1-800-999-4688 ext. 8432. We should be able to help, we will need your serial number when you call, and we will also need your dealer information as well. Thank you, Mike Quote Link to comment Share on other sites More sharing options...
Marita Posted May 13, 2015 Author Report Share Posted May 13, 2015 Dealer is sending us a new heater board. Hubby refuses to do ANYthing to the tub anymore, as he is sick and tired of dealing with incompetent people (his words), so I called a certified electrician who lives here. He will switch the board out for us and we can only hope that will fix the problem. Thing is, the hot tub was at the dealer getting a bunch of work done, and there was a brand new heater installed last year. There should be NO reason that the heater doesn't work now. They are telling us that it did work when they tested it, but I'm inclined to think that they're lying, since another girl had told my husband that they don't have the time to fill each tub that comes in for repair. This is the last thing we'll be doing because if this heater board doesn't fix it, they would want to send a technician out for testing. No telling if they would find the problem in a day or not, and unfortunately we don't have an unlimited money supply to keep paying them $400.00 each time they come out... Instead of taking the tub to the dump, though, I think I might try to sell it, even if just for a minimal amount. Now I have to do research on that subject... I spoke with Ben from Watkins, there isn't a thing that they can do for us, just as I had thought. I think they should rethink their contracts with dealers who sell their tubs. Charging Quote Link to comment Share on other sites More sharing options...
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