Roger R.

ThermoSpas. The absolute worst customer service we have ever experienced and, we have seen some horrendous customer service throughout our lives!
Back in 2019, my wife and I bought a Aquacisor Diamond (Top of the Line). Carol Quamme was our salesperson and she sat at our dining room table and said that there was no other hot tub manufacturer out there who offered a better-quality product or, better customer service. All lies.
A few months back, we had both control panels replaced because the gasket material was decomposing/turning to jelly. Brent, the sub-contractor that Mike Tierney sent out discovered that the internal plumbing of the hot tub had a small leak where one of the flexible hoses connects to a 90-degree elbow and, had been leaking since the hot tub installation! He had to take off the side panels in order to replace the control panels. He tried to repair it with some type of putty but that failed. So, I called and talked to Selena Barney. Selena sent me an email and stated that the hot tub was out of warranty and that the "water-soaked" interior wood floor would be fine once it dried out. That is BS. I called again and had to leave a message for Mike Tierney to call me back. No call back for about a week. I call them again and get a woman. It is evident that she hates her job or, she does like to be "bothered" by pesky customers. She abruptly puts me through to Mike Tierney's voicemail. I leave a stern message and ask him to call me back! He calls back sometime later and treats me like I'm being a complete nuisance. He is arrogant and completely out-of-touch with how customer service should effectively be handled. He goes on to explain that the hot tub is out of warranty and how they've already done "enough" warranty work on the hot tub. I was unaware that there was a limit to the amount of warranty work that could be performed. He then says that he'll take care of the leak if I pay $250 out of my own pocket! He says it is going to cost him about $700 and that I should be okay with helping him out. I ask him about the water damage to the floor. He won't do anything about that because, just like Selena Barney stated, once the floor dries out, it'll be just fine. Again, BS! He brags about being in the industry for 40 years and that he has never seen the control panel gaskets turning to jelly. He accused/blamed us for not keeping the water chemicals balanced even though the sub-contractor tested our water during the service call and, it was perfect! We always keep our water balanced. He threw Brent under the bus and said that he was not impressed with him. But, he keeps sending him out to perform work for ThermoSpas…I don't get it… He also wanted to know why I hadn't noticed the leak sooner and that there is no previous documentation regarding the matter. I told him that it was the first time I'd seen it and it was a small but constant drip, not a heavy leak. Consequently, we did not notice any water drainage because the floor had been soaking it up and being evaporated along with the fact the hot tub sits very close to the edge of the concrete pad and grass. He told me that it was basically our fault for not taking the side panels off and checking the internal parts of the hot tub. I replied asking him why I would take the panels off if I didn't notice any water coming from under it and everything else was operating just fine? He stated that checking "things" out is my responsibility. Below is an email that I sent to *******@thermospas.com, *******@thermospas.com, *******@thermospas.com and *******@thermospas.com on 11/21/2022. I have not heard a word from any of them as of the posting date of this review. Fantastic customer service, right?
To whom this may concern,
This email will mostly discuss the slow leak discovered in a pipe joint just underneath the main control panel by Brent when he came out during a totally unrelated service call in September of this year.
Our Aquacisor hot tub was installed in 2019 so, it is not ancient and, it is one of the highest priced models offered by Thermospas. Brent was not able to fix the leak. It is still leaking. There was no follow-up from Brent. Your sub-contracted servicers and ThermoSpas evidently have a very weak or, non-existent communication channel. I want to add that during the control panel service call (when the leak was discovered) both control panel gaskets were in the process of decaying/disintegrating/turning to mush. The thin plastic top covers were also coming off.
During my phone call yesterday with Mike Tierney, he basically called me a liar. He bragged about being in the business for 40 years and how he's never seen control panel gaskets do that before and that it must be a chemical imbalance (our fault). Well then, ThermoSpas chemicals must be inferior too because those are the only chemicals we use in the hot tub! Also, Brent tested the water and said it was "perfect" during the control panel replacement. During our conversation, Mike went on to insinuate how lucky we should be that he took care of those (panels) and everything else for us. NO! YOU HAVE ALL LOST FOCUS! Every one of you should be THANKFUL that my wife and I paid top dollar for your product! How dare you insinuate that we should be the lucky ones. Why would we call and bring this to your attention if it were not true?
Selena, in regards to your statement in your previous email where you said, "as far as the "damage" to the inside of the spa, once the water dries up, it will be fine." What? When the leak is fixed, the hot tub will NOT "be fine"! Do you think we are ignorant? We really find your statement to be very clumsy. We know what prolonged water damage does to wood! You know this as well. Your statement was a failed attempt at mollifying us. The entire interior floor remains water-soaked!
When we were looking into buying a hot tub, the ThermoSpas salesperson that came to our house (Carol Quamme) was being two-faced when she stated that ThermoSpas was "the best there is" and that the "service was top-notch". Your service is inferior to most every vendor we've ever had to deal with. Even though we have been out of "labor warranty" since 12/6/2020, the damage has been happening (Brent concurred) since the installation of the hot tub. As I stated Mike, if we did not notice water coming from under the hot tub, why would we ever remove the panels? Perhaps if ThermoSpas had a service contract that performed a 2-3 month multi-point follow-up post installation inspection, this MANUFACTURING issue (leak) would have been averted.
It is very clear to us that ThermoSpas DOES NOT stand behind its products! We are going to let the WORLD know since you all have forced our hand through the display of inferior service and communication!
Consequently, I am currently reviewing ThermoSpas with a 1-star review on Consumer Affairs along with photos and an account of what we have experienced regarding the manufacturing/service issues we've had with our $20,000+ hot tub. I will also get on the ThermoSpas website and review it there. Next will be Facebook and then friends and family. Nothing good or positive will come from our lips about ThermoSpas and the shoddy service we have received.
We're done wasting our time. We don't want to pay $250 for someone to come out and try to fix the leak again. If you can't take care of it completely under warranty as a prior "MANUFACTURING DEFECT" then that is up to you. Why should we pay for the hot tub and then, turn around and pay even more money because of someone who didn't do their job during the building process? This is not a generic maintenance issue. Would you pay the $250 under these circumstances?
Here is a link to your website reviews. Looks like we are not the only people having similar issues.
https://www.thermospas.com/reviews
Here is a link to reviews on Consumer Affairs. It looks like we are not the only people having similar issues here as well. Filter it by 1 and 2 star reviews. It should tell you (and potential customers) exactly what you need to know about your product and service. They are mostly current reviews (1-2 years old).
https://www.consumeraffairs.com/homeowners/thermospas-hot-tubs.html?#reviews

Here's another one: https://www.sitejabber.com/reviews/thermospas.com

Extremely Unsatisfied Customers