PLEASANT VALLEY SPAS

unknown

Pleasant Valley installed a Great Lakes hot tub approximately two years ago. It was junk from the go. Almost immediately, head rests fell apart, ball bearings filled the bottom of the tub and the jet nozzles fell off. All of this from a tub used only several times a month. Will from PV was slow to respond but we paid his top dollar price and he would purchase replacement parts and chemicals as we wanted to support a local business. Several weeks ago the LCD started flashing and the tub was cold. We called Will and he managed to come out several days later. He then left a message on our phone saying the motherboard on the heating unit was fried and it would cost about $800 to fix. I called Will back to inquire as to why a tub so new and used so infrequently would require such a costly repair. He said he would "look into it" and call me back. A week went by; still no call back. I called Will today and he said, shockingly, that "he was just gonna call me." An oldie but a goody. He then proceeded to tell me that the motherboard failure was due to a power surge, which "happens all of the time." He said he wasn't responsible as the tub was out of warranty and there was "nothing he could do." I asked him if he felt comfortable so easily dismissing such a huge issue with a very, very unhappy customer who has gone over and above to support him. His response? "Your problem is with Great Lakes (the manufacturer), not me." I told him that HE was GL to me....that's what a retailer does; stand by their customers and support them when they sell them defective equipment. When I then asked him, if power surges cause such issues "all of the time," why he didn't suggest protecting the tub with a power surge device, he responded, "that's not my responsibility." He was beyond rude; it was more indifference, which is even more infuriating. He had zero concern that we spent such a large amount of money with him and got a lemon from the get-go. This guy just couldn't have cared less. Please stay away from Will and Pleasant Valley Spas. Their prices are substantially higher than bigger retail outlets. We realized this but thought we would be getting personalized service while supporting local commerce. We couldn't have been more wrong. He is unresponsive and when you do track him down, he is rude an uncaring. Get your tub at Costco; it's worth the price of membership and the service is OUTSTANDING. They have the resources and customer-focus experience to work out the worst of situations. That is just one recommendation....any is preferable to the nightmare caused by dealing with Pleasant Valley Spas.