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| - Beware.
This is how I perceived my experience with Hot Spring Spa Service located in Mesa (Not to be confused with Hot SPRINGS Spa). These are my opinions, and may or may not be representative of other peoples experiences or facts relative to Hot Spring Spa:
I wanted to get a quote to get my spa fixed so I called these guys. Sadly, they had been recommended by the guy that did the electrical for my spa, and he was great.
I called and had a nice conversation with Linda and she seems sincerely concerned about my issues. I described my problem, and it seemed that she was listening with interest. At the end of our conversation I was told that in order for a "technician" to come out, she needs for me to fill out a couple of pages of information (like I am going to a new doctor for the first time).
SInce this puzzled me, I told her that printing and faxing was not an easy task. I explained that I didnt have a fax currently set up at home and that I hoped that this "formality" could be avoided since no other contractor that I know of has required me to fill out this sort of information for a quote. Nevertheless, she insisted that she could not send anybody out unless I did so. It was "company policy" and since I wanted the entire process to be smooth and easy, I agreed to figure out how to arrange this.
So I fill it out.... They wanted authorization to enter my yard. Do I have a dog? Stuff like this...but the purpose for the forms I came to believe afterwards is simply in order to get your credit card number for them to assess $119 for them to come out. And like the trusting person that I am, I filled out the forms and send them to Linda so I can get my spa fixed.
The only time available is 9 days away, so I wait. The day before I asked Linda to please give me a window if she can of when he'll be there so I can be around. She says she'll get back to me. So the next day she did call me and she gives me a 4 hour window. I tell her that I will be there waiting. She acknowledges this and says she will inform the "technician" and we hang up.
Paul shows up and just marches into my yard un-announced. My music is on in my open windows, open patio as well as the back yard. When I saw him I was surprised since he was supposed to ring the doorbell. So I run out to my backyard he say's "Oh...I didn't know anyone was home." My presumption (with hindsight) is that it's easier when you don't have to actually talk to a consumer. But of course I could be reading that wrong. :-)
So we look at the spa and I tell him what its doing. And at this point I still have faith that he'll do something "techy" or mechanical and either fix it or take it apart to see if there is a short or something. Silly me.
Paul shrugs his shoulders and says "Yeah...it looks like you need a whole new control panel." I ask if its expensive and he says "Yes, about $510" BUT he will have Linda look up the part and call me to confirm the cost. This is a "walk and talk", as he is on his way out of my yard having spent no more than 5 minutes at my home.
So I am upset that it's going to cost this much, and sure enough Linda and Paul had their story straight so she called to confirm that price. Still...before I'm gonna bite the bullet on this I do a simple 30 second google search and see I can buy one NEW for considerably less than what they said the part cost.
Now that I am set up for faxing since our previous conversation, I print and fax to Linda the printout for the part and ask if I can simply order it? Understanding that this may not allow me a warranty for the work they'll be doing I also state that if it needs to be ordered by them, that's fine, but at least show me the invoice so that I know that they are charging the price for the part that they are quoting me. I explain that I do want to do this with them, but I need to know that the part cost what they told me that it does, as they are still charging me labor etc... Please realize. This is ONLY the part cost that I wish to verify. LABOR IS CERTAINLY EXTRA, and paid for handsomely.
Rather than addressing it professionally, they "CUT ME OFF". That's right. They "BREAK UP WITH ME" because I wanted to get some clarification of the facts they'd stated, taking my $119 that I paid them for giving them the honor of being able to come out and quote my project. $119 for nothing!!!
After an exchange of two emails, Paul called me PRIVATE (no caller ID) and acknowledged with raised voice that they "do make profit on the parts" "Why should he have to furnish me with the cost?". "When a client questions us about such things, then they have gone outside of our relationship and we are done with them", he says. He then, hangs up on me with no provocation.
I did dispute the charge for only $99. Giving them $20 for coming out to my home. I contacted another company. They let me order the part myself. They fixed my spa and it runs just f
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