Be very cautious when buying a spa from White Swan Spas in Chino Hills (also have stores in Santa Fe Springs and Oxnard). Mid December 2010 we ordered a new Jacuzzi that just so happened to be identical (in colors) to the one they had on the showroom floor. The salesman, Ed, indicated we might be able to receive before Christmas. We waited 4 weeks because the Jacuzzi factory was closed for the holiday break. Finally in mid January we were told by Micah (the manager or owner, never was sure of his position) that the spa was coming off the Jacuzzi factory line on 1/7/11 and could be delivered on 1/11/11.
The delivery guys arrived on 1/11 and installed the “new” Jacuzzi. Things seemed odd; such as the spa was not wrapped in the traditional white factory wrapper, but rather in clear shrink wrap. The new cover we ordered wasn’t “ready yet” so they delivered a “temporary one” from something they had at the store (appeared old/used). Also, we were supposed to get an ozone device, but it wasn’t in the spa either. And most importantly, when they went to fill the spa, it began leaking heavily from the motor area. There was a fitting missing! This just came off the factory line?? When we asked if there was any paperwork, i.e. owner’s manual, we were told they don’t provide paper books any more, but everything is available on line at Jacuzzi.com. The delivery guys called the shop to tell them of the problems and told us someone would be back in the morning to fix everything.
Next morning came and went and someone finally shows up at about 5 p.m. to install the fitting and the ozone device. He fixes the fitting so the spa will now hold water and installs the ozone device, but has to makeshift the electrical connections because it really doesn’t fit this spa correctly. Again, something isn’t right. After he leaves we look at the serial numbers on the inside of the spa cabinet and low and behold this spa was manufactured in August 2009. We went back to the showroom the next afternoon and the original floor model is gone! I asked where it went and was given the standard “we must have sold it” answer. We weren’t buying that story, we know that they had sent us the floor model instead of the brand new one we ordered and paid full price for (in advance, foolish me).
I contacted the Jacuzzi Company directly and dealt with their customer service manager (a great guy). He turned this over to the regional manager who contacted the store directly. They said someone from the store would be contacting us to tell us what they were going to do about the situation, but meanwhile, use and enjoy the spa. We get a call from the original sales guy, Ed a few days later to say that they will be ordering a new spa and it will arrive in 2 to 3 weeks. Absolutely no explanation of why this happened in the first place. No apologies, in fact he said he was “just an indian, not a chief” so he had no input, he was just told to call us.
Long story short, new spa arrives 3 weeks later wrapped in the factory wrapping with a printed owner’s manual and all the correct working parts. This only occurred because I got the helpful people from Jacuzzi involved. So as I said in the beginning BUYERS BEWARE when dealing with White Swan Spas; best to buy elsewhere.