The Spa Shop of Wisconsin

We went out to miss [redacted] on a service call of her spa was leaking, upon arriving there the tech noticed there was was leaking coming from a manifold and a few jets were brokenWe then called Miss [redacted] and informed her of our findings stating that we felt we would need to pick it up and bring it back to the shop to repair itOur standard fee for picking up a spa and doing service at our location is $depositWe charge this price to all of our customer with that $deposit the cost of any repairs and labor are taken off that $1200, and if we do not use all of the $deposit the remaining amount is then credited back to the customerAs far as pricing in the jets very large jets (foot jets) range from $to $125, and the main jets based on size range from $to $When we see a repair that is needed on a manifold we prefer to bring the spa back to our location due to having to chip away the foam insulation inside of the spaMost customers do not want that foam blowing around there yard or in their yard as most tubs are near grass and you can not just sweep up the mess as in our shop on a concrete floor As well a 75% of the time if a manifold is broken there generally is another leak someone else in the spa, manifolds generally don't just break unless damage has occurred (lightening strick, freeze damage ect) We like to let the spa run for hours to ensure there is no other leaksIf it was found upon arival here that the service tech was in error of his findings and it was indeed just a pump, Miss [redacted] would be charged accordingly and refunded the rest of her depositAgain this is standard procedure will all customer Miss [redacted] does have the right to get a second opinion on her hot tub and she did so, however I do not feel she is entitled to a refund of the $as that was the charge for us to send a service tech out to her property located a distance from watertownWe did offer Miss [redacted] a in store credit of $she was free to use at anytimeBut we can not afford to give back the trip charge to all customers who request a second opinion, in the end Miss [redacted] would more then like have paid the same amount with us as she did with the other company if the other companies findings where correctWe did apologize for any and all inconvenience, however we are a business and we have certain policies and procedures that the service techs are to follow and the service tech did follow them

Hi I wanted to contact you in regards to ID number [redacted] We have responded both times a request was asked of usI'm not sure if you didn't get them or what happenedHowever we would like to get this resolvedWe have had many customer that have been trying to claim they are entitled to a refund after we have come out and looked at their tubThey are entitled to a second opinion if they do not like our quote but we still need to pay for the time it took a service tech to come out and take a look at their tubI know customers have gotten their tub fixed for cheaper however the difference between us and the other guy is we put back in a hot tub what we took out (as in manufacture product, size, volt ect) We do not used refurbished part or parts that are knock offs (cheaper) due to the poor quality of the product and we would be back out there sooner than necessary to repair the same problem As I stated we would like to resolve this case can you please direct us howWe were sent an email that the case was marked close due to no response but as I stated we responded to both emails we received from your office Thank you for your help in this matter

Once again I am writing a review for the Spa Shop They give outstanding, dependable service Jeremy at the Spa Shop delivers chemicals to our home and last month while we were on vacation our "pool sitter" was unable to stop by the house and keep an eye on things so last minute I left a message for Jeremy on his cell phone and a few hours later he was at my house throwing some shock in and backwashing the filter Thank you Jeremy and the team at the Spa Shop! We appreciate all that you do to keep our pool sparkling clean and for making our life easier

In an effort to save the customer some money and determine it actually was a pump and not just a power spike causing the pump not to work a fuse was replaced We never received another call from the customer and assumed problem was taken care ofUpon following up with customer she noted she had another company replace the pumpWe would not have charged her a second trip/labor fee had she went to us for the pump replacement I would be glad to offer customer an in store credit for her inconvenienceI do however wish customer would have called us like she said so we could have fixed her problemNaturally we make more money by installing pumps rather than replacement of a fuse so there would be no reason why we would not want to replace the pump when necessaryUnfortunately customers some how think we are mind readers and know they are still having problems We do follow up with all of our customers after service but with over a service calls a day sometimes issues like this ariseSorry again for the inconvenience and glad she was able to get problem rectified

The Spa Shop came out and gave us a bid for a replacement above ground pool Their price was much less than the local competitor Jeremy was informative, reliable and pleasant to work with We hired them to install a new pool They were on time, did quality work for a fair price We needed some adjustments immediately on the skimmer and they returned promptly several times to address the repair and parts We were not charged additionally I would recommend the Spa Shop to anyone looking for a fair price and good workmanship and friendly service

If she had such bad experiences why would she have called us in the first place? Offer stands firm at a store credit and even that is generous

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
They claim that no calls were made to them about the spa not being fixed. This is NOT true. I called and left messages times. There was never any follow up. The only way they knew I hired another party to fix the spa correctly was from this complaint. I would like $returned to me. I do not want in store credit. I do not want to deal with the Spa Shop after our number of bad experiences with this business. If they are comfortable with their service why can't they make it right and return a portion of my money? They would still be keeping $to drive miles and change a fuse that took minutes
Regards,
*** ***

The cus***er was in year of his warranty in which the manufacturer covers percent of the parts and percent of the laborThe is a trip charge which is handled at time of service and is separate from any other or any additional charges that is why it is collected at time
of serviceSince it is/was a warranty issue we are required to purchase said parts through the manufacturer and don't just use parts off the shelfLike most plumbing in spas or hot tubs the plumbing is connected to several other parts and pieces We have to cut back to "solid" plumbing in order to get make a solid glue connectionIn this case there was a pump union connected to a gate value connected to a port manifold connected to another six port manifold connected to elbow and finally a plumbing TRetail cost of the repair wit labor was over The manufacturer covers half and it was up to the cus***er to pay the other halfI spoke to the cus***er after speaking with the manufacturer and explained it to the cus***er The cus***er refused to pay saying he Assumed the was all he had to payHe was mistaken I than agreed to settle for a lesser amount but cus***er was so irrational even at thatThis is once again a case were we performed a flawless job and got his hot tub back up and running in freezing weather and even at that we can't make the cus***er happy Another classic case of people getting stuff for nothingCus***er was never told everything would be covered under the trip charge nor should they expect thatCus***er was given superior service to avoid having his spa freeze up and still doesn't want to payAnd than wants to go a step further and bh about itReally unreal!!!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
His response is a ridiculous. My conversation with him went as follows: When I contacted the Spa Shop to have them come and look at my hot tub, I asked him what would be the maximum that it would cost to have it repaired. Since it is a six year old spa, I didn't want to even waste the time or the money if it was in the thousands. His comment to me, was the worst case scenario would be that the manifold was broken and then it would need to get picked up and brought in and that would cost approximately $1200. There was no mention of it being a deposit or anything of the sort! When his so-called service technician came out there he did not mention anything about a manifold. He said I had at least 8-broken jets and he could not see anything else, that it needed to be picked up and brought into their shop for further review. I asked him how much the jets would cost, he said $a piece. I was taken aback. I said I was told the maximum would be the $for a manifold, he said the manifold may need replacing also. Please note - they never called prior and asked me to fill it as the other reputable company did.So when I called another place for a quote, I was expecting to hear about these broken jets, etc. They seemed dumbfounded on the phone that I would have 8-broken jets. I had them come out, they asked me to fill the hot tub prior to their arrival so they can see where it was leaking from, which I did. In just a few minutes this other service tech, had deduced it was the pump and it would be $to fix, and they would be able to do it onsite, it did not have to be removed.I am sorry, but the Spa Shop are supposed to be the EXPERTS!! I could see if it was just that they were going to charge X amount for a pump and I was shopping around for a better deal on a pump then I can see not being refunded the moneyHowever they were no where close to what was wrong with it and it is working perfectly all summer now since the new pump was installed. To top it off, I had been calling them since June 10th to get this rectified and at that time I would have accepted the $in store credit, but this company is a total fraud. I wrote a letter and called SEVERAL times, to NEVER get a response until I called them and told them I was filing complaints. Why did it take months to get back to me. They are unprofessional and are ripoff artists. On top of that when I told him I was filing a complaint with the Revdex.com his response is "the Revdex.com is a joke" - verbatim! Also, when I did finally speak with him, and told him how off the diagnosis was, his response then was "well you got off cheap"!!! Really???? I hold a license to do my job and I would go to jail if I performed as poorly as this company did. I want a full refund of my $that I paid for fraudulent services provided. It is my feeling this is what they do to all of their customers who don't know any better.
Regards,
*** ***

We went out to miss [redacted] on a service call of her spa was leaking, upon arriving there the tech noticed there was was leaking coming from a manifold and a few jets were broken. We then called Miss [redacted] and informed her of our findings stating that we felt we would need to pick it up and bring it...

back to the shop to repair it. Our standard fee for picking up a spa and doing service at our location is $1200 deposit. We charge this price to all of our customer with that $1200 deposit the cost of any repairs and labor are taken off that $1200, and if we do not use all of the $1200 deposit the remaining amount is then credited back to the customer. As far as pricing in the jets very large jets (foot jets) range from $85 to $125, and the main jets based on size range from $25 to $45. When we see a repair that is needed on a manifold we prefer to bring the spa back to our location due to having to chip away the foam insulation inside of the spa. Most customers do not want that foam blowing around there yard or in their yard as most tubs are near grass and you can not just sweep up the mess as in our shop on a concrete floor.  As well a 75% of the time if a manifold is broken there generally is another leak someone else in the spa, manifolds generally don't just break unless damage has occurred (lightening strick, freeze damage ect) We like to let the spa run for 24 hours to ensure there is no other leaks. If it was found upon arival here that the service tech was in error of his findings and it was indeed just a pump, Miss [redacted] would be charged accordingly and refunded the rest of her deposit. Again this is standard procedure will all customer. 
Miss [redacted]  does have the right to get a second opinion on her hot tub and she did so, however I do not feel she is entitled to a refund of the $145 as that was the charge for us to send a service tech out to her property located a distance from watertown. We did offer Miss [redacted] a in store credit of $100 she was free to use at anytime. But we can not afford to give back the trip charge to all customers who request a second opinion, in the end Miss [redacted] would more then like have paid the same amount with us as she did with the other company if the other companies findings where correct. We did apologize for any and all inconvenience, however we are a business and we have certain policies and procedures that the service techs are to follow and the service tech did follow them.

Hi I wanted to contact you in regards to ID number [redacted] We have responded both times a request was asked of us. I'm not sure if you didn't get them or what happened. However we would like to get this resolved. We have had many customer that have been trying to claim they are entitled to a refund after we have come out and looked at their tub. They are entitled to a second opinion if they do not like our quote but we still need to pay for the time it took a service tech to come out and take a look at their tub. I know customers have gotten their tub fixed for cheaper however the difference between us and the other guy is we put back in a hot tub what we took out (as in manufacture product, size, volt ect) We do not used refurbished part or parts that are knock offs (cheaper) due to the poor quality of the product and we would be back out there sooner than necessary to repair the same problem.
 
As I stated we would like to resolve this case can you please direct us how. We were sent an email that the case was marked close due to no response but as I stated we responded to both emails we received from your office.
 
Thank you for your help in this matter

Once again I am writing a review for the Spa Shop. They give outstanding, dependable service. Jeremy at the Spa Shop delivers chemicals to our home and last month while we were on vacation our "pool sitter" was unable to stop by the house and keep an eye on things so last minute I left a message for Jeremy on his cell phone and a few hours later he was at my house throwing some shock in and backwashing the filter. Thank you Jeremy and the team at the Spa Shop! We appreciate all that you do to keep our pool sparkling clean and for making our life easier.

The Spa Shop came out and gave us a bid for a replacement above ground pool. Their price was much less than the local competitor. Jeremy was informative, reliable and pleasant to work with. We hired them to install a new pool. They were on time, did quality work for a fair price. We needed some adjustments immediately on the skimmer and they returned promptly several times to address the repair and parts. We were not charged additionally. I would recommend the Spa Shop to anyone looking for a fair price and good workmanship and friendly service.

If that is the case then why didn't you respond to any of the voicemails I left for over two months? When I wrote a letter I received a call from your receptionist and was told someone would get back to me. I never heard from anyone. If you are such a legitimate company then why wouldn't you have addressed it months ago rather than taking it to this level. Also do you remember what you said when I told you I was filing a Revdex.com complaint? You said it was a joke and no one takes them seriously! So if you want to resolve it send me a check for $145 that I paid for the "inspection" that I supposedly had! My problem with believing you as a company is that the diagnosis was so far off of what the problem was, and as I explained before the other company had me fill the hot tub prior to them coming out so they could see where the leak was, your company never asked me to do this. I don't even believe that anyone even came there. How would you know that there were eight broken jets if you didn't have it filled to see if they were working properly? That is why I am questioning this whole thing. I can understand getting a different quote or an estimate, but having a totally false diagnosis that is unacceptable! I would like to know how your tech determined the hot tub had eight broken jets when there aren't any? How did he diagnosis that with an empty hot tub? Again, why did you not respond to my weekly calls and the letter that I sent you prior to contacting the Revdex.com?

In an effort to save the customer some money and determine it actually was a pump and not just a power spike causing the pump not to work a fuse was replaced.  We never received another call from the customer and assumed problem was taken care of. Upon following up with customer she noted she...

had another company replace the pump. We would not have charged her a second trip/labor fee had she went to us for the pump replacement.  I would be glad to offer customer an in store credit for her inconvenience. I do however wish customer would have called us like she said so we could have fixed her problem. Naturally we make more money by installing pumps rather than replacement of a fuse so there would be no reason why we would not want to replace the pump when necessary. Unfortunately customers some how think we are mind readers and know they are still having problems.  We do follow up with all of our customers after service but with over a 100 service calls a day sometimes issues like this arise. Sorry again for the inconvenience and glad she was able to get problem rectified.

Review: We called for service on our hot tub to fix a leak. When [redacted] showed up on a Thursday, he said that we needed a new gate valve. He said he didn't have one in his truck, and he'd return early next week to replace it. He said he has them at the shop. He said it was under warranty. I asked him if I should pay him now or when he returned. He said pay him now and the $145 will cover everything, he gave us a receipt stating broken gate valve. On Wednesday I called them and talked with [redacted] I believe the owner. He told me that they now had to order the part. On Friday [redacted] showed up to fix the tub, but he had the wrong part. On Monday [redacted] came back again and fixed the tub. I have no complaint's about [redacted]. He was very professional and is a excellent repairman. On Friday, four days after the tub was fixed, [redacted] called my girlfriend and said he called [redacted], the hot tub company that we bought the tub from, filed a claim, and the parts, not the part, were now $490 and we owed half of that amount. He wanted that money now and was very rude with her on trying to get her credit card number over the phone. She refused and said send us the bill. On Monday, I called [redacted] Warranty department and told [redacted] this story, to which she referred to [redacted] as a word I cant use in this email. She said there was no claim filed at all and she looked up a gate valve for me and said the cost was $17.88, not $490. That day after work, me and my girlfriend called [redacted] to see the cost again, now he said he believes it was about $600. I told him I called [redacted] and they have no record of any claim. He was mad that I checked up on him. Then he tried to song and dance us about the claim and the parts, to which we responded that it doesn't matter what we have fixed, car, fridge, stove, house, if there are more costs than originally stated, we should be notified before the work is performed. Then, in a little childish tone he said "fine then, don't pay the bill and we are not going to service your hot tub ever again".Desired Settlement: I'm not sure. Have his shady business audited ? See who else he has ripped off lately? We will not be doing business with his company anymore, and hope others are warned of his shady business ethics and lack of cus[redacted]er service skills. Obviously he doesn't want to be part of Revdex.com. I wonder why?

Business

Response:

The cus[redacted]er was in year 4 of his warranty in which the manufacturer covers 50 percent of the parts and 50 percent of the labor. The 145.00 is a trip charge which is handled at time of service and is separate from any other or any additional charges that is why it is collected at time of service. Since it is/was a warranty issue we are required to purchase said parts through the manufacturer and don't just use parts off the shelf. Like most plumbing in spas or hot tubs the plumbing is connected to several other parts and pieces. We have to cut back to "solid" plumbing in order to get make a solid glue connection. In this case there was a pump union connected to a gate value connected to a 2 port manifold connected to another six port manifold connected to 90 elbow and finally a plumbing T. Retail cost of the repair wit labor was over 500.00. The manufacturer covers half and it was up to the cus[redacted]er to pay the other half. I spoke to the cus[redacted]er after speaking with the manufacturer and explained it to the cus[redacted]er. The cus[redacted]er refused to pay saying he Assumed the 145.00 was all he had to pay. He was mistaken. I than agreed to settle for a lesser amount but cus[redacted]er was so irrational even at that. This is once again a case were we performed a flawless job and got his hot tub back up and running in freezing weather and even at that we can't make the cus[redacted]er happy. Another classic case of people getting stuff for nothing. Cus[redacted]er was never told everything would be covered under the trip charge nor should they expect that. Cus[redacted]er was given superior service to avoid having his spa freeze up and still doesn't want to pay. And than wants to go a step further and bh about it. Really unreal!!!!

Review: We called the Spa Shop to ask questions about a problem we were having with our hot tub that was purchased at the spa shop. We were told that we couldn't have that information because we don't get our chemicals from there. Jeremy called a few months later offering to replace our pump without the $145. service fee. We waited until we could afford the fix. We recently called and made a Friday appointment. Nobody showed up or called. We called them Friday night and they promised to be here at 10am Monday morning. Finally at 1pm I called and canceled. Tom called and said he was on his way. He spent 15 minutes replacing a fuse. No time was spent researching why it blew. I paid $145.service fee and $15. for the $7. fuse. The next evening the tub was not working again. I called and told them they needed to come fix the problem and have never heard from them since. Wont return phone calls. I had to pay another repair man to fix the true problem.Desired Settlement: I would like my service fee money returned. I paid them for a repair service that they did not provide. They took my money and ran, basically

Business

Response:

In an effort to save the customer some money and determine it actually was a pump and not just a power spike causing the pump not to work a fuse was replaced. We never received another call from the customer and assumed problem was taken care of. Upon following up with customer she noted she had another company replace the pump. We would not have charged her a second trip/labor fee had she went to us for the pump replacement. I would be glad to offer customer an in store credit for her inconvenience. I do however wish customer would have called us like she said so we could have fixed her problem. Naturally we make more money by installing pumps rather than replacement of a fuse so there would be no reason why we would not want to replace the pump when necessary. Unfortunately customers some how think we are mind readers and know they are still having problems. We do follow up with all of our customers after service but with over a 100 service calls a day sometimes issues like this arise. Sorry again for the inconvenience and glad she was able to get problem rectified.

Consumer

Response:

Beware customers. Do not hire this company for any spa repairs. EVER. No matter how desperate you may be. I was told by the owner's daughter,Alyssa Jade that she needed my credit card only to hold the appointment then I discovered that she charged $145 to my card one day prior to my appointment. [redacted] is writing reviews on YELP when she isn't even a customer. Both father and daughter are abrasive and lack any concern for the quality of their work. This company is a total fraud. Both father and daughter are out for a money grab and offer no real customer service. Never hire this company

They picked up a hot tub from my neighbors house and damaged and left a mess on my property. They denied everything called me a liar and refused to compensate for damages. Worst costumer service I have ever dealt with.

Review: I was referred to the Spa Shop in Watertown by a local spa company to fix my hot tub. It was leaking when I first tried to fill it up. When I spoke with someone there to schedule an appointment I asked him what the approximate range of pricing would be to fix a spa. They told me the top would be that they would have to pick up the spa, bring it in to their facility and it would be a complete manifold repair and that would be at $1200.

After someone supposedly (and I say that because I was not home) coming to my home and viewing my spa, I got a call and was told that at least 8 jets were broken and it would need to be picked up and brought in for repair. I asked how much that would be, he said a minimum of $1200 - the jets were around $200 a piece. I felt it was a little fishy that was the same high quote I was given over the phone. I then called another spa repair person, they told me to fill the hot tub prior to them coming there that morning so they could see where the leak was coming. They evaluated it and found that it was only the pump, the ordered the part and it was fixed within a week for $600. They did not have to pick it up and take it away. The whole spa repair with the Spa Shop is a scam. There were NO broken jets at all.Desired Settlement: I want the whole $145 that they charged to my account refunded.

Business

Response:

We went out to miss [redacted] on a service call of her spa was leaking, upon arriving there the tech noticed there was was leaking coming from a manifold and a few jets were broken. We then called Miss [redacted] and informed her of our findings stating that we felt we would need to pick it up and bring it back to the shop to repair it. Our standard fee for picking up a spa and doing service at our location is $1200 deposit. We charge this price to all of our customer with that $1200 deposit the cost of any repairs and labor are taken off that $1200, and if we do not use all of the $1200 deposit the remaining amount is then credited back to the customer. As far as pricing in the jets very large jets (foot jets) range from $85 to $125, and the main jets based on size range from $25 to $45. When we see a repair that is needed on a manifold we prefer to bring the spa back to our location due to having to chip away the foam insulation inside of the spa. Most customers do not want that foam blowing around there yard or in their yard as most tubs are near grass and you can not just sweep up the mess as in our shop on a concrete floor. As well a 75% of the time if a manifold is broken there generally is another leak someone else in the spa, manifolds generally don't just break unless damage has occurred (lightening strick, freeze damage ect) We like to let the spa run for 24 hours to ensure there is no other leaks. If it was found upon arival here that the service tech was in error of his findings and it was indeed just a pump, Miss [redacted] would be charged accordingly and refunded the rest of her deposit. Again this is standard procedure will all customer.