Susan Deliberto

Review of Mainely Tubs

Mainely Tubs customer since 2015/ Hot Spring Spa s...

Mainely Tubs customer since 2015/ Hot Spring Spa s Hot Spot Relay model purchased in 2015

Circa: June 2020 Mainely Tubs technician, Dave, came to my home looked at the outside of my hot tub sighed and said oh this isn t going to be good. Initially, I assumed he was joking and I laughed aloud. He then diagnosed my five-year-old and otherwise perfectly functioning hot tub with an internal leak. In order to fix the internal leak, he informed me; would cost $1,000 just for pick up and delivery and then additional money to actually find the spot(s) and repair it/them. When I asked for his best guess ball-park estimate, he noted it could cost anywhere from $1,500-5,000. Mind you, the tub didn t cost much more than that when I purchased it. I found it odd that only after I prompted Dave to investigate and maybe remove some panels, that he proceeded to do so (on one side). I then witnessed him on his cell phone for most of the visit with what sounded like a personal call. I asked if he was well versed in this sort of thing (giving him the benefit of the doubt) and that maybe he was on the phone with his home office? No. Dave said he s been with Mainely Tubs for quite a while and he s seen this before. Dave s total onsite time was approximately ten minutes. He suggested that if I cannot afford to fix it right now, that I drain the tub and it will be fine empty all summer, no need to worry about that (note I had to thoroughly clean the mold out of the tub a month later, circa July 2020).

I called Mainely Tubs within a day in order to speak with someone in the service department to obtain more information. I spoke with Heather and she read me Technician Dave s notes again and she added that it would be hard to know the cost but it s expensive. After speaking briefly, Heather forwarded me to the service department where I d need to leave a message. As an aside; If you are a customer of Mainely Tubs, it is typical that you cannot get straight through to a member of the service department.

Matt, a member of the Mainely Tubs service team, called me back within a day. Matt needed to leave a voicemail message as I was unavailable. In the message Matt repeated Technician Dave s notes and summarized that the bullet check valve they d replaced YEARS AGO (October 2019 according to my notes) was functioning appropriately and there was an internal leak. He repeated the $1,000 deposit that would cover pick up and delivery, and then the additional cost of finding and repairing the leak. He added it would be very expensive.

As a side note, has anyone ever seen the movie Pretty Woman? You know the scene where she walks into a shop and the saleswomen say it s VERY expensive. That is the type of treatment I received. It was like they were indicating to me; you likely can t afford it - so here s a third subjective answer.

At this point I decided to seek a second opinion and I am thrilled that I did! I hired an independent contractor that was referred by a friend. I learned so much from this independent contractor that I was left wondering why I d spent so much money over the years listening to these so called experts. My tub was repaired for $125 and the leak wasn t as elaborate as Mainely Tubs had led me to believe. My spotless and otherwise perfectly functioning tub is now running beautifully (I was told upon purchasing my tub it could last me ~10-15 years). I ll see if I can add a photo of the so-called invasive, complex and messy repair job. The tub repair took 15 minutes after obtaining a small part at a local pool store. I encourage you, the reader, to decide for yourself before purchasing a hot tub or swim spa through Mainely Tubs if this is the type of company you d like to do business with.

To Mainely Tubs; I ll gladly take reimbursement of that $95 service fee you charged me if you feel you d like to make this right. You are welcome to call me back although I am certain you will get my voicemail. My advice, train your technicians and stop taking advantage of your customers.