It is with great sadness that I write this. First, I thoroughly enjoy my hot tub. There is nothing quite like spending time in a hot tub. It was a gift my wife and I gave to each other this past Christmas. From the beginning we had problems with our tub. First, it was not delivered as ordered. The internal lights were missing. Second, after having the tub installed by a licensed electrician, the circuit breaker kept flipping off. After several trips back and forth by the electrician and a few calls to Laguna Bay Spas, the problem was diagnosed as a faulty heating unit.
This is when our issues with Laguna Bay Spas began. The electrician contacted the service department and Larry, (sometimes Billy) worked with him to figure out the problem. Once it was solved, a new heating unit was shipped, which had to be installed by the electrician. (It should be noted that the tub had to be emptied each time it was serviced and re-filled.) Since the tub was under warranty, the cost of the part and installation of the part should have been included. Sadly, that did not happen.
Larry shipped the part to us which resolved the problem with the tub. Then it came time to pay the electrician. After several weeks went by, I contacted Larry to inquire as to why the bill was not paid. I was informed that he had submitted to the person who writes the checks. This was untrue. After a few more weeks the electrician who did the work gave me the bill since the work was done on my behalf. Not wanting the electrician who performed the work to go unpaid, I paid the invoice.
Laguna Bay continued to ignore the invoice until I filed a complaint with the Better Business Bureau. Miraculously, they contacted me two days after that complaint. To make a long story short, they argued that the submitted invoice was too much money and refused to pay it despite making the arrangements to have the part installed themselves. The final outcome was they paid half the invoice, which meant I had to pay the other half despite the tub being under warranty. What upset me the most was instead of stating this as the reason, they simply ignored the invoice causing me to chase them for the money. I offer this as a cautionary tale since a warranty is only as good as the people who are supposed to honor it.