Reviews

I am happy to see that *** is responding to reviews. I welcome a response to the following:Purchased a 3500S Keystone on 8/25/24. Delivery was quick and easy (Sub-Contractor). Installed and filled within 3 days. Since that point, the inline RFI has continuously tripped, the pump runs erratically, at least one jet is inoperable, the drink well does not drain when plug is pulled, and the tub has been unusable (except for the first 2 days) since beginning operation.On September 16th we contacted SCM for assistance. Someone answered who couldn't help because their service desk wasn't open/available on a Monday.On September 18th a representative from DreamMaker Spas contacted me and referred to my purchase as a 'non-brick and mortar purchase, so things are different'. I informed her of how the tub was purchased and she requested pictures and videos of the affected areas. The representative claimed the tub was leaking - not true - no water levels have changed nor have I been asked about water levels at any point by the service coordinator.From September 18th to the 23rd, the service coordinator was responsive, but sent one sentence emails.On September 23rd I emailed the service coordinator (!r!s) additional pictures. No response.On September 25th I contacted the service center for an update and have not heard back.On September 26th I contacted the ****************** of *** and that call went to voicemail, I then contacted Jacuzzi, whom the sales person (H@nn@h) claimed had purchased *** and runs their product lines. ******* claimed to have no association with the company or any available assistance for their products. I then called the *** sales **** and someone answered claiming all sales people were in a meeting at the time and couldn't speak to customers. I simply left a message for ***. Please come get your hot tub, it does not, and has not worked since delivery. I am within the 90 day window and this has been a costly, yet valuable ****** to me and my wife.

The manufacturer warranty is being honored, and the spa will be serviced as necessary. The problem as reported sounds like the homeowners electrical supply may be the problem. It is normal to troubleshoot by phone to clarify, so the customer is not charged a service fee for a non-warranty service. The factory is located in *****************, so the delay has been due to preparing for the hurricane. The manufacturer assures us the issue will be handled asap.

Don't trust them. Bought a hot tub there and can't get them to honor their warrantee.

The model Mr. ****** bought comes with a manufacturer warranty which has a 90 day labor, 1 year parts, and 5 year shell warranty. The spa was delivered on 10/7/2021. The customer is concerned that the temperature won't go below 101 degrees even though he has the temperature set at 90 degrees. The spa does not have a cooling unit, so the temperature is reading 101 because of the ambient temperature outside. With that said, we are honoring the warranty. There is a service charge because the 90 day labor warranty has expired.