New Reviewer

Customer service

After purchasing a very expensive hot tub; the Maxxus model equipped with Bose speakers, Bluetooth and optional coverwhen it comes to customer servicethis company fails to hold up their end with customer service. Not only did I fill out a customer service form 3x with no response but also the 800 number is basically an insult.
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ID
#2649018 Review #2649018 is a subjective opinion of poster.
Location
Seymour, Connecticut
Preferred solution
Compensation of the product purchased and service to be done

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Verified Reviewer
New Reviewer

How to take the apron off of a 2017 pardo

The instructions are very vague: remove the screws from the front. There are 25 screws. Do I have to remove them all or only the top molding? Very poor instructional manual on this aspect of draining the tub. Video is worthless as it covers AFTER the apron is already off
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1 comment
#2036466

Why did you give them 4 stars with that example of help?

ID
#2441022 Review #2441022 is a subjective opinion of poster.
Preferred solution
I formation for future draining procedure
New Reviewer

Sundance will not provide repair parts to distributors

Purchased a Sundance Cameo in July of 2020. In August - diverter valve (hand control that diverts water to waterfall) came off in my hand while shutting it off (along with surge of water). Distributor planned to repair and ordered replacement part. This is a standard part in many new Sundance Spas. Part has not been sent as of December 22nd.

User's recommendation: Expensive spas with no customer service, and no recourse.

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2 comments
#2036468

No surprise...I am into the 6th month of waiting for a new Sundance warranty cover. Desert Oasis in Grand Junction is only in the business of selling them...not fixing them. The Covid excuse is getting a little thin.

#2036489
@PissedConsumer2036468

File complaint with California State Attorney General. The respond to your distributor when the State Attorney General sends them your complaint to respond to

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ID
#2349084 Review #2349084 is a subjective opinion of poster.
Preferred solution
Send replacement part to distributor so repair can be made
New Reviewer

Cameo Spa Review

We are in need of an attorney. Our home was destroyed in A fire caused by the Sundance Spa faulty heating element (investigators found). Our daughter barely escaped with her life and we lost a cat due to smoke inhalation. We are still displaced & are seeking guidance in setting up a class action law suit to have all of these parts recalled.
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ID
#739081 Review #739081 is a subjective opinion of poster.
Location
Tracy, California
Reason of review
Bad quality

Sundance Marin Spa

I bought a Sundance Marin Spa in 2000. It was in shade 9 of its 12 year lifespan. At 3 years the pillows are all shot. At 5 years the ozonator was shot (and had been for some time). At 6 years cracks started appearing in the LCD display panel. At 7 years it was leaking around the main pump motor and had to be repaired. At 8 years the bottom, which is poorly made of pressure treated lumber, had rotted out completely and I replaced it. Also at 8 years, one of the sides had rotted away. A month ago one of the selector valve housings ruptured sending spa water underneath and completely soaking all of the foam filled cabinet. My spa repair man, who I trust absolutely, told me they are not well made and skimp on the plumbing wherever they can. They torque the fittings tight trying to save on plumbing lines. They use flexible lines all over the place, which don't hold up nearly as well as rigid PVC. They didn't prime the PVC connections before gluing them. The foamed cabinet itself is a very poor and unserviceable design. They claim it's for heat loss and certainly will have some effect there but heat rises. I would much rather have an insulated cabinet that was serviceable. When anything goes wrong you have to dig all the foam out (which is often soaked with water) to get at the fittings. Overall, the spa really is junk in all places other than the shell and the electronics which unfortunately is all I really looked at when trying to evaluate the quality. To top it off I had to take my dealer to court because he owed me over $200 and wouldn't pay it back. I won the case.
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1 comment
#890662

I've had my Sundance Optima spa since 2000. The ozonator uses a UV bulb (if you have the SunZone ozonator) and that bulb doesn't last forever, if it lasts 2 years you are lucky - in other words the bulb has to be replaced.

I had a few issues with my spa, a flow sensor and temperature sensor went out after about 7 years and had to be replaced. The shaft seal on one of the motors, the primary motor, had to be replaced around the same time at 7 years - but you know seals wear out, and that is normal wear and tear on any pump. I had one of the selector valves leak the year before, but there is a sleeve they use to fix it which takes only a few minutes to install and solves the problem. This year, year 14 and 10 months, the other selector valve started leaking and I had a sleeve put on that one too, to get a few more years out of the spa.

As far as the wood rotting, like anything made of wood, some regular maintenance is required. I stain the cabinet wood every other year, or sooner if it needs it, and I stained the inside surface as well as the outside. To keep insects and other pests out of the cabinet, I installed some metal screening with staples, and I leave ant bait traps inside the cabinet as well just in case - I had some large black ants, carpenter ants, make a home in the foam one year, and another time I noticed a mouse had done the same. Sealing all the cabinet entry points solved that problem and I used a can of aerosol foam spray to fill the holes the pests had left.

The removable head rest pillows require some regular care as well, if you are going to use them - I took mine out because I noticed people with long hair would have it snag on them, and debris would get caught behind them as well. If I fell like I need a head rest pillow badly, which I usually don't, I pull one out and use it, then put it back in storage after cleaning. None of my flexible lines has ever leaked (knock on wood). So while there have been some issues, I do not think they are out of the realm of wear and tear and normal electrical component stress failure.

Maintenance and repair has averaged out to about $50 a year for the 14 years I have owned the spa, which I bought on sale. I did buy a new cover for $500 after the original one was damaged by a tree limb - I could have kept using it, but it was pretty gnarly.

The dealer who sold me the new cover accidentally left his invoice from the supplier in the paper work - the mark-up was about $300, not including shipping costs. Alas...

ID
#334128 Review #334128 is a subjective opinion of poster.
Location
Chantilly, Virginia

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