My fiancee and I bought a hot tub from Rec Warehouse in December 2006. Over the summer of 2007 we noticed that there were cracks in our liner. There were 2 located near the jet valves on the top of the hot tub and one huge crack in the seat that was leaking.
I went to the Rec Warehouse store where I setup to have a technician come out to look at my hot tub to have it fixed. I was told I would get a call to set that up the next day. Also I was informed that if I had to get a replacement I was responsible for having it picked up and having the new one delivered at my cost. I was told that they do not cover the delivery & pick up cost because it effects their overhead. Funny thing is is the hot tub was delivered for free because we were in a certain area. Well a week passes and no one calls so I call back. They finally set up the technician.
The technician has to come out and look at the cracks and takes pictures to send into the manufacturer because he can not fix it. About 2 weeks go by and I have to call to follow up, because I have not heard anything from them. Then finally I hear that they need new pictures, because they don't like the angle that their techinican took the picture at.
So the technician comes back out to my house and takes more pictures. The manufacturer at this time is trying to say that it is our fault and our deck that the hot tub is on is not level. I sent pictures showing the hot tub was level as well as the extra supports under the deck that we put in. They still don't like the pictures and the technicain comes back out again to use his level, because the pictures I sent were not good enough for them. Well by this time I am fuming because I have had to go to the store and call and email numerous times and not to mention to contact the store managers boss in Virginia Beach.
Bottom line is they did not want to fix our hot tub that we had had less than 10 months under warranty. They finally agreed to cover the cost after I had to threaten to expose their ways to future customers. They picked up my hot tub a month ago and the store manager will not answer my emails or give me a date as to when my hot tub will be replaced and returned to me.
I do not recommend anyone doing business with this company. They are very unprofessional and they totally show no respect for their customers. Once you buy something from them and they have your money, you will be ignored and disrespected too. I strongly urge people to go elsewhere when looking to purchase a pool or hot tub, because these people provide very poor customer service if any at all.