Did a lot of homework to buy the next perfect hot tub for us, owned a Hot Springs for 15 years and loved it. Did not get it from Purewater. Our brand new hot tub, 5 months old, started having issues - jets not working and no heat - not good. Message said 'heater may be dry'. Tried to troubleshoot ourselves - we know quite a bit about hot tubs. Nothing worked called Purewater and explained the message they said they would have to send someone out at a $50 charge. I said just tell me what the message means and I will fix it, they said they did not know. Very reluctantly I said OK - hated the idea of paying to get my new hot tub fixed! Got home to see a bill for $163... the guy was there for 15 minutes, most time to take cover on and off and changed a fuse. Could not believe they would charge me $163 to change a fuse. Why could they not have told me hey check your fuses before we waste your money. Spoke to manager and it was like talking to a brick wall. Not her problem and she could not see my point of view at all. Threw all kinds of excuses at me - they decreased my bill to $100 thinking this would appease me - it was never about the money. How do they get away with charging me anything without getting my permission first??? Why did the service person not tell me to check the fuses,? How come the hot tub itself does not say its a fuse instead of its a dry heater??? Don't buy anything from Purewater.
- Approximate cost of services:
- $12,000.00
- Company Response
We regret that our client was not well served in this instance. While we do attempt to troubleshoot and avoid service calls whenever possible, our consultant did not anticipate that the issue lay with a simple blown fuse. After reviewing this case we determined that the service fee should be waived and was fully refunded to the client.