Jimmy V Mee

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Verified Reviewer
| map-marker Port Alberni, British Columbia

ES 93L hot tub: smoke coming from inside tub: motor/pump totally melted. pictures available.

Aug. 05 - sat in hot tub. Turned on both pumps. Increased air flow to jets directly above the pump/motor area (front panel). Heard a dull thud. All power was cut off to tub. Dashboard blank. Pulled out hydro from wall. (Breaker was blown.) Within minutes burning rubber could be smelt and smoke was slowly seeping out of front panel. Opened up panel within minutes to see if there was fire. More smoke billowing out. Pump/motor had huge area showing it melted/burned. Hoses blackened adjacent to it. Hot tub purchased in October 2018
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PAUL L Ecm

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Verified Reviewer
| map-marker Woodinville, Washington

Tired of mounting repair costs

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Original review Sep 07, 2021
I've owned my Clearwater spa for over 10 years, and it seems that every 2-3 years, I have had to replace major components like the pumps, the heater, the ozonator, the entertainment system, the internal power source, etc., etc. Recently the entertainment system failed for the third time, and there is no easy replacement for the spa-side controls because Balboa (who made the original topside controls) now only makes controls that have a different cut-out shape and dimension. When I called Clearwater, I was told that they could probably jury-rig something, but the price estimate was ridiculous. Now that Clearwater has transitioned from a dealer/customer-facing operation to a manufacturer with little customer-facing service, they are useless. I've owned spas from other manufacturers before, and have not had anywhere near the repair frequency of major components or small leaks around components.
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Loss:
$1000

Preferred solution: Apology

User's recommendation: Consider that you will not get any real support from Clearwater, only through 3rd party companies and repair outfits.

Oumar Lck
map-marker Anacortes, Washington

Fir answers

This place is TERRIBLE! And they will not help you. Ive had my $9000.00 hot tub for a little over 3 years, got a leak, it cost me over a hundred dollars to fix. Really? Should still be under warranty? Now I cant get the temperature to change because the buttons dont work. Oh Sorry, someone should call you back
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Jill M Fdo

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Verified Reviewer
| map-marker Woodinville, Washington

Poor customer service

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We stopped by the Woodinville, WA factory showroom to look at buying a spa. The guy that was there, Jim, told us they were soon moving the factory and that they were having a big sale on the spas that were in the factory. We picked out one we wanted, paid for it, was informed that we needed to set up a time for delivery and would have to pay that separately. We did all we needed to do, received the spa and were happy with it, until we noticed a crack just below the water line a couple days later (the design in the resin didn't make it obvious, or we would have refused delivery). My husband went back into the factory and talked with Jim. It was then that we found out that the tub we got was not a floor model (which we assumed because no one said otherwise), but the model that had been used for the Costco Road Show and taken all around to different Costcos. We would not have bought that one had we known. My husband was given the option of having it fixed, since it was under warranty, but was told that it would most-likely have to go back to the factory for repair and that there was no telling how long it would take as the technicians had limited availability. The other two options were that we could wait for a better one of the same model, which would take about 4 months to get, or upgrade for $1,000 to the brand new 2020 Saltwater model and get it right away. He chose to upgrade. We waited three weeks, at which time we attempted to get in contact with Jim and the delivery man to find out what was going on. When we finally reached the delivery man by text (after getting in contact with Jim and getting his phone number finally), we were told at first that there would be a minor cost to hook up the new spa due to the electrical being located in a different place. We begrudgingly agreed to that and were then informed that there would be a delivery fee to bring the new spa. We had already paid $700 for the original spa. I called Jim and asked him about it, because he had not disclosed that to my husband originally, and he told me that he told us originally that they weren't a delivery company originally (he didn't) and that he could maybe get corporate to pay half ($350-$450), but not all, even though I argued that if they hadn't sold us a defective spa in the first place we wouldn't be in this position, and that the corporate office would probably just tell us that they would repair it. I asked him to please call my husband and talk with him about it and he hung up on me without getting the correct phone number. Begrudgingly, my husband told the delivery guy to deliver it and that we would find the money somehow. It ended up being $600. We originally paid $7,200 plus tax to get the spa, stairs, cover mechanism, setup and delivery and have now paid another $1700. Granted, we agreed to $1100 of that for the upgrade, but if we'd have known we were going to be charged for the replacement spa, we would not have chosen to upgrade.
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Loss:
$600
Pros:
  • Product
Cons:
  • Customer service

Preferred solution: Price reduction

User's recommendation: Don't do business with Clearwater Spas

Anonymous
map-marker Pflugerville, Texas

No result

repair shop which is going to fix hot tub still waiting on part. Waiting since March.
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Anonymous
map-marker Dallas, Texas

Bad experience start to finish

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Buyer beware! Several thousand dollars out for a hot tub I can't use. Warranty, yeah right. Customer service, horrible IF you can even get someone on the phone. Save your time and money. Tired of constantly fighting with this company and their "representatives". Have been able to get about 2 weeks total enjoyment out of my hot tub, the rest of my time has been spent waiting on repairs, parts and listening to the company telling me "tough luck", or that it's my fault. Time off work plus extra expenses have left a bitter taste compounded by the complete lack of caring by Clearwater spas.
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Loss:
$11500
Reason of review:
Poor customer service

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