I called for a service tech to come out to assess my hot tub. I was supposed to get a call the night before to set up a time. I never got a call so I called at 9:00 a.m the day of the appointment and was told that I wasn't scheduled for an appointment . I told the person on the phone that was a mistake, after researching a little, he came back on the phone and said he was reviewing the wrong number and that I did have an appointment that day. I asked him if he could give me a time and he said " in the afternoon" I asked when that was and he said between 1pm and 3 pm, at 3pm when no tech showed up, I called Thermospas and asked when he would be here and I was told that the tech had called and that no one answered and the appointment was canceled! I explained that my Wife and I had been home all day and that I took the day off from work just for this appointment. I asked them which number they called and it turns out THEY HAD THE WRONG NUMBER ON FILE! ( An issue that was brought up on numerous occasions in the past) The customer service dept really let me down! Their attitude was "Oh well, there's nothing we can do about it now but re-schedule. Never mind my inconvenience or dis-pleasure or the fact that I took the day off and that I called at 9:00 in the morning. They offered to drop the $50 initial service call price.... Nothing else. What a disappointment dealing with this dept.

The service tech called me on my cell phone on Sunday to come a day earlier than was scheduled which was greatly helpful! he showed up and went above and beyond the call of duty. The service tech's name is ALEX WASHINGTON- He was terrific! The customer service dept. left a lot to be desired. The worse part of the experience was that I was told that my home phone number would be changed in the "system", so when the service tech wrote up the repair order, the phone number WAS STILL WRONG. Not his fault,but the guy who assured me that it would be taken care of dropped the ball.. What else is new?