My wife wrote a positive review when we purchased ...

My wife wrote a positive review when we purchased the hot tub last summer because the sale & install went well. Now we have a problem with the tub & can't get a response from the service dept. Lots of excuses & very little effort to help from the people answering the phone calls I've made for the past several days. (I'm giving 1 star because at least someone has answered the phone). Disappointing, but hopefully they'll respond & improve soon. For the record, I'm not a complainer or someone with unreasonable expectations. I've made it very clear that I'm not asking to go to the front of the line. I would simply like someone to acknowledge my request, tell me how long the line is & where I'm at in it. They should be able to let me know the expected lead time for service and/or parts. I didn't buy an inexpensive tub, it's less than 1 year old & we've followed all of the recommended maintenance. I will definitely follow-up with posts re. how this situation progresses.

5/18/20: I have called & emailed several times over the past 2+ weeks. Very discouraging as I keep getting the same run around. I did verify to them that my hot tub was/is registered but that doesn't seem to matter. They either dump me into a voicemail for the service dept or tell me that I can send an email. Apparently the owner took the time to respond to my online post, but no one can be bothered to contact me directly despite numerous requests. Again, I'll state that I have repeatedly left messages which have included the fact that I'm not asking to go to the front of the line, but just to know how long the line is & where I'm at in it. The posted response of 1-2 weeks is simply not true since it's been longer than that since my initial request & I still have no idea when or even if I'll receive service.

5/21: The service dept. called me on Monday. Very friendly & helpful. They set aside a replacement heater for me to pick-up & sent me an email detailing how to do the service work myself. I completed the repair yesterday & my hot tub is back to operational. They also explained that this is a warranty item that they encounter occasionally. I am increasing my review from 1 to 4 stars. The service was worthy of 5 stars once I finally got a response, but I don't believe I should have had to pester them like I did. I know that the covid virus has put us all in unprecedented times & that the squeaky wheel get the grease, but I don't like being a squeaky wheel. It's uncomfortable. I just needed to have someone respond to my inquiries & was fine doing the repair myself. For the record, we love our hot tub.