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* Equipment Repairs
* Parts & Supplies
personnel always helpful. great place for home ideas. great products.
Just wanted to give praise to Spa Crafters, and specifically Roy, the sales person that helped us with the purchase of a new Jacuzzi Hot Tub. We had been in 3 or 4 times and each time Roy was extremely helpful and knowledgeable and never pressured us to BUY NOW! He always gave us our space to think and decide for ourselves while providing all of the information that we needed to make the right choice. Once we FINALLY decided on a new Jacuzzi hot tub, Roy gave us a great price and even helped us connect with a person to prepare the pad and do the electrical work. It was one of the easiest purchases we have made and we are very pleased with the service we received from Roy. We had visited a couple other places and Spa Crafters provided the most information to assist us in making a decision. If you are looking for a hot tub, we strongly recommend Roy and Spa Crafters!
In response to Mr. Craig's (alias Richflocker) complaint dated 12/07, we as the company in question deem it necessary to respond. Mr. Craig noted that it took two weeks for us to repair his equipment. Our bench procedure is on a first come first serve basis. We often have several packs come in at once and some with more problems than others. It also seems that Mr. Craig has his facts wrong. He scheduled a service call for us to come to his house on 11/25/06. We replaced a heater element, heater gasket, pump seal and charged one hour of labor. On November 21,2007, Mr. Craig brought his spa eqpt. to our store. He said the heater housing was leaking.Upon inspection, we found numerous problems. We replaced the housing, pump impeller, another pump seal, pressure switch, hi current 240v gfci and a thermostat along with the standard $65.00 bench fee. We would like to note that when we have to replace so many internal parts, especially seals and heater elements, the most common issue is with improper chemistry such as tablet froms of chlorine or bromine in a floater device as well as not draining on a frequent basis. As for expensesMr. Craig put into his eqpt.,his spa pack is manufactured by Acura Spa Systems which happens to be one of the most expensive equipment brands on the market. We only go by the suggested retail price for these repair parts. When Mr. Craig brought his eqpt back a second time because of a thermostat problem, we changed out the t'stat at no charge and no bench fee. On December 27,2007, Mr. Craig said that the unit was not heating. We found a fuseholder loose, which we re-tightened and found that his pump air switch was bad. We replaced it and charged himfor the part only-no extra bench fee. We also remind customers that we can only fix what is broken at the time services are performed. If the other components are in working order when we leave or when the eqpt leaves our store, we cannot replace it if it's not broken. We feel we followed our customer service procedures properly, and for Mr. Craig to call our employees names, such as moron and that our bench tech is not trained and that our company *** just goes to show the ignorant world that Mr.Richflocker lives in. Too bad that there is not a Better Customer Bureau. Thank you for allowing our response. P.S Mr Craig does not buy chemicals from us and we can never guarantee what another brand of chemicals will do to someone's spa and eqpt.
Took my hot tub heater in for repair due to a cracked housing. Parts and Labor estimated at $250. When I went to pick it up a few days later, the repair dude (Ed) insisted that I needed to replace the thermostat, GFCI breaker and a other miscellaneous parts - none were bad when I brought it in, but they insisted these had to be changed for safety's sake. Paid $655 to get my heater back, and when I got it installed the new thermostat only went to 99 degrees MAX. The old thermostat worked just fine, I could adjust it up to 104 at Max, but I keep my tub at about 101.5, so I just cranked the knob down to about 80% and it worked perfectly. Imagine that - an adjustable thermostat that goes higher and lower than the comfort range of 98-103 degrees?
So, for Thanksgiving I tolerated a lukewarm tub. Heck, for $600 I might have found a whole new heater and pump assembly with new controls and all. I called this guy up and let him know the thermostat only went to 99 degrees.
I called the repair dude and he went on about a tolerance of so many percent and Blah Blah Blah. I told him I need it to go to 104 degrees like the one he incorrectly diagnosed as "bad". After about 20 minutes of schmoozing him to my way of thinking, I finally got him to say he'd adjust it if I bring it back in, warranty repair on him.
So - I tolerated the tepid tub until it got really cold outside, then the water only got up to about 96 degrees. Did surgery (again) on my hot tub - it is not easy to remove/install this heater equipment pack. What a Pain. On the Saturday before Christmas, I took the heater pack out and hauled it back in to Spa Crafters, and left a note "Warranty repair" and to please be sure to calibrate the thermostat to at least 104 degrees before shutting off. A good bench tech should be able to figure out how to test this on the bench, but this is not a good bench tech! He called me and said he "took care of it for me", and did all he could to make the thermostat click on but says he has no way to test it to see what temp it maxes out at. He said he cant adjust it more cause the set screw will fall out. This is a new thermostat - remember?
We discussed what a whole new service pack would cost (about $900) and I could see the dollar signs rolling in his eyes. That's when I started being suspicious of his "repair" abilities and think he might just be trying to convince me to spend a lot of money instead of being concerned with fixing my little problem. I shrugged and carried my unit out of their establishment biting my tongue...
Finally got everything tightened back up with no leaks (I won't bore you with that plumbing adventure). When I turned it on and adjusted the thermometer, the pump kicked on and I thought "Hot tub in three hours!". But wait - the heater light did not come on. Imagine that - now the heater didn't come on at all. I clicked it on and off a few times, and the heater light blinked for a second then went off right away each time I cranked the thermostat down and back on again. Everything else seemed to work fine. I called repair dude again and told him about this, so he said bring it in and he'd work on it some more.
A few hours later he called me and said it has a bad air switch, and that would cost me $37, won't charge me for the labor. I explained that I he needed to make SURE it was working correctly now - this is his last chance to get it right.
I installed it (for the third time) and guess what? No HEAT again. Same problem I had previously. Being an electrical engineer, I decided to troubleshoot it myself. I found two simple problems: 1. A bad pressure switch that opened the heater contactor circuit almost immediately when the pump kicked on. This switch looks like it was recently installed. I have no proof, but I suspect this was put in knowing it would make me think my heater pack needed replacing ($900). I bypassed the pressure switch and now the heater contactor stays energized. 2. Carbonized Contacts on the heater contactor. I found my contact burnishing tool and cleaned these contacts.
Finally, after bypassing this company's handy work, I still only get 100 degree water, so the repair dude didn't get the thermostat adjusted after all. I think he just wanted to screw me out of another $900. I've contacted Master Card and disputed the $655 repair bill from November and the $37 air switch from December 27th. I might consider paying them $300 for the original housing replacement, but the rest of their charges were not necessary and, in my opinion, a RIP OFF.
Beware of this repair department, they can't even test to see if the water gets hot enough on their bench tests...
I recent visited the store a few months ago and every time I was there I was treated like the most important customer of the day. The service was unbelievably great. They found my family a spa that was perfect and within our budget. Delivery was excellent and professional. \r
This was a used spa we got and it did come with a pump and heater warranty. Unfortunately one of the lights broke. Although the part was not covered under the warrenty they replaced it for free. I did take a week or two to get the part but I was extreamly satisfied when I came home to see not on the light fixed but...
ago and every time I was there I was treated like the most important customer of the day. The service was unbelievably great. They found my family a spa that was perfect and within our budget. Delivery was excellent and professional.
This was a used spa we got and it did come with a pump and heater warranty. Unfortunately one of the lights broke. Although the part was not covered under the warrenty they replaced it for free. I did take a week or two to get the part but I was extreamly satisfied when I came home to see not on the light fixed but the spa was full and warm. I will recommend...
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