sweetwater hot tubz

If your in need to have a repair on your tub, look no further than the Maintenance section of SWEETWATER on w.Nakoma. Paul, Karen are excellent at Helping you with whatever u need. If you get Eleno to come out for service he will help. He‘s very professional at what he does, and timely. He will even text you when he is on his way. Thanks for the great service Paul, Karen, and Eleno.

I ordered my pool in September 2021 with the understanding my pool would be delivered sometime in February / March. I paid approximately 35k for my pool paid in full prior to delivery. I ordered in my set up the cool zone feature so my water would be cooled during the warm months. When the pool was delivered it was colder outside so had no need to test the cooling feature. In May (end of month) I noticed despite pushing the cooling feature on my tub, my pool temp continued to rise. I went to the store and spoke to Al. Al questioned if I had even ordered the cool zone. He looked at my contract and found I had and told me to contact service. I called service on a Friday June 10th and left a vm. No return. I called on Friday June 17th. No return. I called the store and spoke to Al on Sat June 18th. He indicated he would call them first thing Monday morning for me but he advised I could go ahead and call HVAC out because they don't put freon as they aren't licensed. I was confused by this but didn't have my contract in front of me. Service called me Monday 6/20. Said the item was on back order. I asked why this wasn't explained when the pool was delivered. "Oh, I thought we had told you". I asked when I could get a status on the back order and was hung up on. Text received after stating they lost "wifi". I called to the store, spoke to Al and explained I got hung up on and he repeated it was on back order. I asked about the freon as my contract does not state anywhere I need to pay for this additional service - Al stated he "told my husband". Not once did I have a husband or a male with me when making the payment or signing the contract. This was very misogynistic. A bit later I received a phone call stating they had the cool zone but they were waiting on a truck either that week or the next. They would call me back later to let me know. No return. I called Al on 6/24. Al stated that he now has the owner involved and he was going on vacation so the following week they would get back to me to let me know when it would be delivered. I received no call. I called service on 7/5 and spoke to Dave who told me the cool zone was on back order and he has no update on when it will come in. I advised Dave I spoke to 2 separate people who told me it was on a truck and they would call me back to let me know when it would be delivered. Dave asked who I spoke to, I gave him Al’s name as I didn’t recall the person from service I spoke to. Dave advised he has to “look into this truck thing” and would call me back. I have yet to hear from them. They have been paid in full for the pool and all equipment ordered with it and I have not been able to use my pool. No one explained at delivery it was on back order nor do they seem to keep their stories straight when I call.

After the service department didn’t call meBack until I called 4 times and left messages, I went to the NE location twice, called the store four times but no return call. My hot tub didn’t work for over three months because the servicedepartment is ran horribly. Today they tried to make up a story that the reason was they were waiting for parts and that is what took so long. The truth we both know is they never came out to my hot tub or called me back. Here is an emailexchange today showing exactly what I mean. The service department has been horrible and they will not do anything for me.Here are the emails.This emailArrived today now over months of not resolving anything. I spent $7500 roughly and they could not care about anything after the rob was sold.On Jul 21, 2021, at 3:18 PM, Sweetwater Services Inc wrote:o arrive. On 7/19/21 you wrote to us demanding that we do all of the above for $200. When we make an agreement, our word is good & we keep it. Seeing that you are failing to uphold your end of the bargain (which included taking down the review), we are cancelling your order and from this day forward, you are welcome to hire any company of your choice to do any work. (Your warranty has now expired). Sincerely,Sweetwater Hot TubzOffice: (210) 647-3000You are not correct. You were NOT waiting for parts because no one called me back for three months. I was told the whole service process was changed because how poorly it was ran. I went to the store twice and received no call again. Not until I put the negative review did anyone call me back. Once I put the review up I was called in hours. The only way you even responded to me was with the review. I said once I had the cover I would take down the reviews.If you are going to try to change the narrative and make believe you were waiting for parts for three months good luck. I will make sure every single possible review place I will add all the emails and my call log from Verizon. I will show every time I called with no answer.All I asked was to meet me in the middle at $200, but you will only do for your cost. You have not done ANYTHING for the three months You ignored my calls. I had no hot tub for months because of your service depart being horrible. I am only asking for $100 of your cost, which I believe all outlets for reviews would agree with me is not a lot. You have done nothing to accommodate your companies service departments lack of calling me back. The man here wiped down the hot tub with a towel. He did not clean my wholeHot tub. He also used my dry vac for the water. The entire “cleaning and water removal took 1-2 minutes.Please do the right thing. I am 100% disabled and I didn’t think you treated disabled peopleThis way. The call is yours how we proceed.Sincerely,Jarad Held954-802-0701

They were professional. The owner was the one that helped us and was very fair.

The problems started almost immediately. I couldn't get anyone to call me back when I would call inquiring about delivery. I had to have a slab poured so timing was rather important. Finally I was told a date and time. On that day I continued to call and leave messages. Near the end of that day I was told by the salesman that my delivery was delayed because the crew was out of town. I was getting rather fed up at this point but I had 21K invested with this company. The only bright spot was the crew, which has since been either fired or left. The lead called me that evening and was very apologetic. Turns out the salesman had blatantly lied to me about the cause of the delay. We have a tricky backyard which I had tried to explain again and again to the salesman and the service people prior to delivery. The crew lead asked if he could come out and see what it was going to take to deliver. Mind you, this was the day the delivery was scheduled to take place! He did and I finally felt a little peace. The crew delivered and set up the next day but the Owner called them away for another call before they could explain how to work the pool or even care for it. The Owner and his wife came out the next day to try and make amends. The Owner didn?t even know how this particular model worked. I received no instruction booklet and the verbal instructions he gave me on caring for the pool were minimal and as it turns out completely insufficient. Since then I have had to have them come out to replace my speakers. That was another ridiculous experience. Was never told when tech would come as I need to make sure gate is open. This caused me several trips back and forth. The tech left my 100$ raft lying in dirt on my driveway. It goes on and on. Finally, just recently I had been unable to get my water clear and had called their service office several times only to get a recording. Finally I called Aquia off of Angie's List. Turns out my spa had to be drained, something the Owner told me would never have to be done, and refilled. The chemistry was way out of whack due to not having the proper chemicals to care for my pool. Aquia are such professionals that they didn't come out and say it but I could was not doing anything I should have been doing to care properly for my pool. My jets weren't running correctly, etc. Sorry for the long-winded rant but this has been my final straw with Sweetwater. DO NOT PURCHASE ANYTHING OF VALUE FROM THIS COMPANY!!! I have been inconvenienced beyond words, lied to and treated like crap. UNACCEPTABLE!

We first met these folks at the San Antonio Home & Garden Show.  They has a hot tub/spa we thought looked interesting and spoke to the salesman, who was very knowledgeable, but reeked of cigarette smoke.  They tried to do a show "sell it right now at this price", but we weren't ready to commit.  But we thought their spa looked interesting and wanted to give it a chance, so we went to the showroom on I-35 (near Pat Booker Rd in Universal City) during the week (lunchtime) to take a look.  A sign on the door said they'd be back soon and left a number, we called and the saleslady came back about 10 minutes later, she was very nice, but unfortunately, was unable to answer a lot of our questions about the brand. We made an appt to "wet test" the spa the following Saturday.  Went to the the shop on Saturday at our appt time, manager told us some of the employees had come in to the shop overnight and used the spa and didn't sanitize, could we come back in a couple of hours.  We told her no, we'd driven in 30 miles to do this and had other errands to run so no wet test.  She asked us to come to her other shop near The Rim shopping center on Monday (holiday), she'd have the spa up and running and we could try it.  We wanted to give her plenty of time to open (1000), get the tub running, so we arrived around 1130ish.  Not only did they NOT have the tub we were interested in, but another model of the same brand was still heating up - she said it would take another hour, we could go have lunch, or, there was another brand of spa ready to go and we could try that (useless if it wasn't the brand we were interested in).  So, we left, decided NOT to come back to that location, had lunch, decided to call to the Pat Booker Rd showroom one more time to see if we could wet test the right tub if it was ready.  As we got to the Pat Booker showroom, we saw the manager (who'd just been at the previous store near the Rim) jumping out of her truck and running into the showroom.  At that moment, we decided this was not a company we wanted to do business with, had the salesperson in the store called her or was it just a coincidence she showed up?  Maybe not, but at this point, I was too ticked off to go inside - even if the spa had been wet tested and out of this world,  we wouldn't do business with these folks.  We gave them 3 chances, they can't  ensure their product is ready to go with an appt, lied about having the spa on the floor at the other location, apparently no control over the workers, make promises they can't keep,etc - can't even imagine what their followup after sale must be like.

First of all the phone call requesting the quote was great, I  was told they would call me back with a quote the next day and they actually called me back on the same day.  All very professional and courteous. The quote it self was the best I had from 2 prior phone calls. Kudos to the office staff!



The move and delivery: Brian, Aldo and Larry were GREAT! Professional, courteous and thorough. We had a problem with trees in my yard that got in the  way of where we needed to place the spa; they came up with a great "work around" that was successful. The spa was placed exactly where we wanted it. They are very dedicated workers and if I ever have to move a spa again I will go to Sweetwater Hot Tubz and ask for these three men by name.  I am one pleased customer!

I received the cover on schedule.  I purchased the same kind of cover that orginally came with the hot tub because it had lasted for 7 years, even though it was more expensive than a generic cover.  It came with a two year warranty.  Prior to the expiration of the warranty the cover experienced a tear in the fabric.  I contacted the company and they refuse to stand behind the warranty, claiming that I was using a non-approved lifter.  The lifter was the same one that came with the hot tub from Sweetwater.