WATERWORKS INC

My husband paid 7000 dollars to lay down a cement pad and then bought a hot tub for a graduation present for me. However, the first spa we bought would not heat up past 80 degrees, Waterworks told us to wrap blankets around it because its too cold outside! Then the panel stopped working and we called the actually company to use a warranty (this was after 2 weeks of calls back and forth). Next hot tub work okay for about 3 months when we started to notice leaking. Called and left several messages. Set up several appointments when no one even showed up (they said they did, but we were home and did not see anyone come). We were told several times over the next 6 months that it is only condensation from the lid etc. Finally one technician said that yes it is leaking and gave us a quote of 1800 dollars for labor to fix.

Now after having it a year and a half, it does not turn on. Called the company and was told someone would call me back to make an appointment, we'll see. Also told that it is probably condensation, again! which it is not. Also told that our pad is not level, will use a level on it when I get home, but a $7000 pad is not crooked, plus the leaking was on 2 different sides so that is not it.  Called the warranty number for the hot tub company that makes them and was told that yes if these problems are reported then Waterworks will need to fill out a warranty and the labor is included for 1 year.

Anyways, probably will never buy a hot tub again, and definitely will never buy one from this company again. Salesperson was nice but this is a Venus fly trap.

In 2010 we purchased a very nice Hottub from Waterworks. Linda was the owner at that time and she was very easy to work with. Each summer we had Waterworks come to our house and provide the "Cadillac Service" on our Hottub. Things were great until 2015. In 2015 we noticed that something changed with the level of service we were used to getting, now every contact required multiple attempts. We would have to make multiple calls, leave multiple messages and rarely had a return call. We were told the owner, Linda, sold her business to her daughter. We fortunately don't have to deal with this company any longer. Our only objective is to warn others that the sell of the Hottub is not the most important part- the customer service is. If you proceed, let it be known that you were warned!

unknown

I paid for a brand new hot tub on 5/13/2011. From the first time the hot tub was used I could hear a "knocking" . I called waterworks and complained, they were very nice at first and came by to check - at no further cost to me. Each time they came they said they could not near it knocking. I had them come by several times because it was very distracting and I paid 7500.00 for a hot tub that sounded like something was wrong. The problem was never resolved. I called them in April 2013, the hot tub that sat hardly used was now leaking. This time before they would come out I needed to sign new agreements and give them my credit card, it was 4/28/13 before they came out to see what was wrong. The inspection cost me 220! I was told I needed a new jet pump. I asked about the warranty, it had a 2 years no leak plumbing warranty. But now it's out of warranty and I needed to cover the whole cost to replace it, parts and labor it was (06/02) $936.75. I asked if the knocking I had been hearing was that caused the jet pump to fail. Jeremy told me it could be what caused it. When they pulled it out the whole pump was a RUSTED mess, this is from a 2 year old hardly ever used brand new hot tub that has never been moved from the date they installed it. After they left I noticed my hot tub was still leaking! No knocking but obviously losing lots of water. So I called again, and again had to pay for them to come inspect it. That was (06/12/) 103.75. I called and again poke to Jeremy asking what I'm paying another inspection fee- they just came to inspect for a leak, it's still leaking. I did eventually get 103.75 credited back. Waterworks came back to find the leak and hopefully fix it this time. Half of the labor and cost of the pipes was discounted because the manufacture was honoring there product, waterworks charged ( 06/25) 220 for the repair and ( 07/31) 315. The pipes broke causing it to leak. I asked if the bad pump caused the pipes to break. If my pump was replaced when I had gotten the hot tub or if they had taken the effort to problem shot the issue from the start I would not have had to shell out 1394.97 for a faulty jet pump on a brand new hot tub.

unknown

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I have used the Waterworks for years and have always been very pleased with their customer service both in the retail store and with their repair services. This time was very different. I had a very disappointing experience. I wonder if there is new management as this experience was quite different from all previous.
Contacted Waterworks in early Oct to ask for a service call because pump was making a funny noise. Took them over a week and several phones calls FROM me before they responded, and then I was told that I would get a phone call to determine what service was needed. Every time I called, I asked for an appointment because I could tell the pump was failing. I was told each time that someone would call me to make the appointment. 
In early November, I finally got an appointment when the pump actually failed. They offered to rent a bucket heater since the pump was not working, which I did. I was told the entire repair would be less than a week. The repairman came out and did nothing that I could tell. When I called, I was told they had to order a part and it would be a simple repair.
Meanwhile, the bucket heater overheated the tub. I was told when I picked it up that all I needed to do was put it in the tub & it would keep it from freezing. No mention of monitoring it daily or setting it on a timer so that it only came on a few hours a day. Good customer service would have given better directions on the heater.
Didn't hear back for a while. On Nov. 5, A different repair person showed up, but said they had ordered the wrong part and misdiagnosed the problem. I needed an entire new pump, which now had to be ordered. I said to order asap and I would pay for expedited shipping. Made an appointment for Nov 12. The part was ordered, but the shipping wasn't expedited.  
No show on Nov 12. When I called, I was told the pump wasn't here yet & they would let me know when it arrived. I asked about expedited shipping, but was told they didn't know about that.
Several more phone calls from me and finally got tub fixed In early Dec. 

The repair man was nice and on time, the billing clerk was rude and unprofessional. They cannot explain the huge markup because there is no explanation. They are one of the few places in town and they use that to double their prices.

Great
Continued service has been great.
No complaints

We needed some heater repair work done on our hot tub.  We called to schedule an appointment and spoke to their scheduler who said we'd get a call "soon" to schedule a date for them to come out and work on the hot tub.  They didn't call for a week, so we called them back.  They said they were busy and booked at least 10 days out on the schedule.  We asked then why we cannot make an appointment 11 days out.  They said we'd just have to call back later.  We said other people will call then and schedule an appointment, getting in the queue before us and that it didn't make any sense.  They said that's the way it is. Terrible service, no accountability.

They also ruined the hot tub cover with a portable heater they used to keep the tub from freezing during their work.  They agreed to replace it with a new one and did.