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"It went so smoothly to have the tub installed in our back yard."

"Buyer beware! Indiana Pools and Spas combines technical incompetence with a stunning lack of professionalism. Frankly, I am baffled that this place is still in business. A couple of months ago, I called Indiana Pools and Spas to ask for help with my 2009 Great Lakes Sunlighter hot tub that had worked reliably for years but was now exhibiting water temperature irregularities. Brad came out, ran a couple of tests, told me he couldn’t find anything wrong with the hot tub, and left, asking me to keep them updated on the situation. About a week later, I received a bill in the mail for $139 (“technical service call”). I called them, paid the bill, and explained that the hot tub was still not working. In response to that, I was eventually given a quote for $609.95 for the purchase and installation of a new heat tube assembly. I paid that amount, and eventually Brad came out again and installed the new heat tube. Having paid $609.95 for that job under the presumption that it would fix the problem I was paying them to fix, I was somewhat surprised when Brad told me, immediately upon installation, that if I continued to have temperature problems, it could in fact be the circuit board that is the issue. Sure enough, I continued to have temperature problems. So I called and let them know. In response to that, Brad came out to try something else: reprogramming the topside. (Why didn’t he try that before I spent $609.95 for the new heat tube assembly? Don’t ask…) Reprogramming the topside did not fix the problem. So I called and let them know. They got back to me and said they ordered “the new part”. Wait a minute, I said: I’m not agreeing to this until I know the price. What is the price? The receptionist seemed rather thrown off by this question and said they’d have to check with Brad and get back to me. Awhile later, I received an “estimate” via email (with absolutely no context: it was literally a blank email with an estimate as a pdf attachment, and no follow-up call to confirm that I had even received it). The estimate was: $862.03 for the purchase and installation of a new control unit and a new topside command unit. Coupled with what I’d already paid, that would bring the grand total to $1,610.97—a sizable amount, and still with no guarantee that the problem would actually be fixed. I replied that this was out of my budget and would be in touch again if needed. Brad replied almost instantly: “Thanks!!! Let me know if anything changes on your end.” Well, a few days later, my situation did change: I thought more about everything that had happened. I emailed Brad again, letting him know that I wished he had been upfront about the possibility of the circuit board being the issue to begin with. I calculated that if we had replaced the control unit (which includes the heat tube for this brand) and topside command unit to begin with, my total bill would’ve been $1,171.03 only. And since I had already paid $748.95 ($139 for the initial service call + $609.95 for the heat tube assembly), I was willing to pay the difference ($422.08—though actually I was generous and rounded up to $500.00), if he could fix the hot tub. I emphasized that this hot tub had been purchased from them around 2009 and that we hoped to continue using this company for our hot tub repair needs and eventually a replacement hot tub sometime in the future. I asked if that would be possible. His response? There was none. More than two weeks later, I am still waiting, but I’m not holding my breath. Brad lacked even the basic professional decency to acknowledge receipt of the email, let alone answer the question that it contained. So now I’m out $748.95, my hot tub is no better off than it was to begin with, and they will never see another dime of my money, even if that means paying more elsewhere. Do not let my experience be for naught: Avoid this company like the plague! (Oh, and speaking of plagues: Brad did not wear a mask while interacting with me.)"