I've had both good and bad with SpaGuts.com. But you expect the good right; isn't that their job? Specifically, I found them accessable and helpful when I was replacing literally everything in my system, although their recommended solution for replacing my self-priming pump with their non self-priming pump didn't work and left me with a system that had to be manually primed in order to operate - an incredible pain in the a*s (my pump is located 15' from my spa and above the waterline). The biggest issue I've had (and continue to have) with SpaGuts.com is the quality of their heating elements. Of the 4 elements I've had in my spa over the last 3 years, 2 have been defective - and I mean they blow the second you power them up. The problem for me is the latest one was my back-up. Since we live where it freezes, and operate our spa year-round, I like to have a spare element on the shelf in case the one I'm currently using craps out in the middle of January....which could result in a frozen spa if I had to order a replacement element. Anyway, I recently had an element fail, so in went the relacement and.......nothing. It was bad. I called SpaGuts.com to return it and get a replacement and was informed that because it had been purchased more than a year ago, it was out of warranty and they wouldn't replace it. Obviously a quick inspection would reveal that the element had never been used but SpaGuts.com was having none of it - I was screwed. The ironic thing is that on their website, they encourage customers in cold climes to purchase back-up elements! So I ponied-up, bought a replacement element from them (before I found an alternate source - HotTubWorks.com), and then got an email from their owner, Mike Whitney, a few days later asking to provide feedback on my recent purchase. So I told him the whole story and of course have yet to hear anything back from him...which is worse than if he'd just not asked in the first place. His lack of a response of any kind is pretty indicative of his attitude towards customer service. Anyway, based on my three and a half years of experience with them, I'd have to give SpaGuts.com the thumbs down.