ASP - America's Swimming Pool Co Destin

ASP in Destin was servicing my pool, and around 3.5 years ago we bought a new above ground luxury, high quality hot tub, and they said that they were able to provide service for that as well. Our home is on the vacation rental plan, with a management company, like so many homes in the area, so the service would be twice weekly during peak season. When we were there this February we noticed that our once gorgeous hot tub, now looked worse than many hot tubs that are over 20 years old. The beautiful brown finish was turned to a greyed out white. The finish had etchings of rust all throughout the hot tub. Even the stainless steel screws were rusted! The head pillows had degraded and were flaking off and looked like they needed replaced. There was quite a bit of sand in the hot tub on the seats and on the floor but there hadn't been anyone there in about 6 weeks so that is 6 weeks of not cleaning with a suction device. We called where we bought the hot tub and they had a manager come out and look at the hot tub. It was evident to him that this kind of damage would not be covered under our manufacturer warranty because it looked like a liquid (muriatic acid) to reduce ph had been used and/or other harsh cleaners. From doing our research we learned that NO liquid should be poured into acrylic hot tubs. The tub had a floating tablet holder that has tabs n it and they had 7-8 when it should never be more than 2. The spa store manager and my husband tried to remove the two filters from the hot tub and they would not budge! They were so tight in there, as if they had never been cleaned. They are supposed to be cleaned twice a week in season and once a week during off season. The photos were sent to the hot tub manufacturer and they sent them over to the acrylic manufacturer and it was determined that the hot tub had been abused from chemicals and would no longer be under the warranty because of this. We lost about 1.5 years of warranty of the product due to the neglect and abuse by the service contract we paid for with ASP! My husband called and spoke to the maintenance manager about the condition of the hot tub. When my husband asked if they ever put a liquid cleaner in the hot tub he said that they never do that! My husband then told him that he has video evidence of 15 times of service on our old video camera system that we believed to be turned off. It showed 5 times out of 15 that they put liquid out of a large size container. 0 out of 15 times did they clean the filters. The maintenance manager of ASP said that he would be out the next day. We assumed he would call us to let us know when he would be coming but we never heard anything. My husband cancelled our swimming pool and hot tub service contract after not hearing from him at 1:00 that day. After a week or more, my husband called the maintenance manager ago to follow up. The ASP maintenance manager said that he came out and got back to the office and saw that we cancelled and decided not to call us back. It would have been more respectful if the maintenance manager met with us in person at a specific time, not when we were not home and it is unfortunate that he decided to not even call us ever. When my husband called and talked to him the ASP manager said that it is not their fault because it is a residential hot tub being used as a commercial hot tub. Vacation homes are not regulated the same as hotels and so that statement is not correct. This doesn't negate the neglect and abuse and lack of professional maintenance! We are still considering suing for damages as the hot tub is over $12,000 to replace. We lost all the money we paid for weekly service over the 3+ years, and also the loss of the hot tub. The wrong chemicals were used and they have affected every part of this hot tub including the pipes, heater, shell, headrests, fittings, and stainless steel parts! We lost the value of the warranty that covered parts and labor for 5 years and we have no choice but to replace the whole hot tub prematurely.

Price was ridiculous.

I would say shy away from these people.

Ryan is a good guy and knows what he's doing, but our experience with his employees was only fair. ASP had the cheapest price, but they wouldn't show up conistently and sometimes missed a week altogether without explanation. I am reasonable and understand that you get backed up after a big rain, so I do not think my expectations were extraordinary. We ended up switching to Cox Pools who has done a very good job at only a slightly higher price.