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Advertised vs Delivered
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I had an appointment with "ThermoSpas" to come to my house to discuss the purchase of a swim spa and to look at the property and figure out the best place to put it. I discussed it ahead of time with my husband, we both reviewed the online site information.

The day before the appointment ThermoSpas said they won't come out and only speak to ME but said all owners of the property have to be there. They would only schedule if my husband was available to be there. I told them to cancel the appointment they just lost a sale. My husband doesn't want to be there, hates sales people and sometimes people in general and he would be 100% behind any decisions I made.

It is totally unacceptable to require homeowners to have HUSBANDs home if the WIFE can handle it. The Fence guy is coming out tomorrow to give us a quote and he never even questioned who the decision maker was and who would be home.

The A/C guy came out with no problem, the Appliance installer came out without any problem. ThermoSpas is ridiculous.

Reason of review: Poor customer service.

Preferred solution: Go to a competitor.

I didn't like: Customer experience.

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ThermoSpas
#1521668
ThermoSpas Hot Tubs Verified Representative

ColossalBird,Thank you for reaching out. I apologize for the inconvenience that some of our companies practices may have caused you.

I absolutely understand the importance of everyone's time and the difficulty in having all household members available for our presentations and assure you that customer service is our top priority.I am sure when the time comes you will be the one to make the decision. This consultative appointment is designed to allow you to create the Hot Tub that is right for you and your budget and is much more than a service call like you would get from an A/C or appliance repair person. Let me assure you that discussing this with both of you together will actually use much less of your time by answering all of your questions in a single visit.The main reason we ask for all heads of the household present is to ensure the future safety of anyone using the spa. While most day-to-day purchases don't require upfront safety discussions, a spa is a 240-volt electrical purchase.

It is our company's commitment to our customers that we review all relevant safety information with all heads of household whenever possible. With that explained I am sure you can understand our desire to streamline that process, but if that doesn't work into your situation we will always make exceptions.A site visit takes approximately 60-90 minutes. Inspecting your site (or sites) and determining your best options base on your specific property takes approximately 20-30 minutes. Then, we'll take 20-30 minutes to discuss safety, look over pictures and videos of your options, and answer your initial questions.

Finally, we will take measurements, calculate an exact price and deliver it in writing before we leave.

We respect your time and we're not going to waste it! Is there any chance you would be willing to let us visit and show you how great the experience can be?Elle, ThermoSpas Hot Tubs

Anonymous
to ThermoSpas #1521823

We are going to buy the 12 foot Endless Pool Spa but not from you. We have it ordered through Recreational Warehouse. They were a lot easier to deal with.

HotSpringSpa
#1513863

“Hello - we are so sorry to hear about your experience, especially considering your genuine interest in a Swim Spa! We are Watkins Wellness, the maker of the Endless Pools Fitness Systems line of Swim Spas.

As an industry leader, we place high value in the overall consumer experience with our products. You deserve a much better experience, and we invite you to check out our products with an authorized retailer in your area who can offer you a free test swim and backyard consultation.Simply visit https://endlessfitness.com/dealer-locator/, enter your zip code, and reach out to their location.

Or you can email us at customerservice@watkinsmfg.com, and one of our helpful agents can assist you.We wish you the best with your exciting home projects, and hope you check out our line of Swim Spas. Take care -Benny, Watkins Wellness Customer Service Team”

Anonymous
to HotSpringSpa #1515564

Thank you much for reaching out. We will check the link you supplied.

HotSpringSpa
#1513847

Hello - we are so sorry to hear about your experience, especially considering your genuine interest in a Swim Spa! We are Watkins Wellness, the maker of the Endless Pools Fitness Systems line of Swim Spas.

As an industry leader, we place high value in the overall consumer experience with our products. You deserve a much better experience, and we invoice you to check out our products with an authorized retailer in your area who can offer you a free test swim and backyard consultation.Simply visit https://endlessfitness.com/dealer-locator/, enter your zip code, and reach out to their location.

Or you can email us at customerservice@watkinsmfg.com, and one of our helpful agents can assist you.We wish you the best with your exciting home projects, and hope you check out our line of Swim Spas. Take care -Benny, Watkins Wellness Customer Service Team

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