Royal Spa

They would charge the $250 plus a $70 fee. I thought their fees were too high. They have no locations near me to purchase filters or any other supplies.

Kevin was to arrive by 9. At 9:45, my wife called Royal. At 9:53 he called me on my cell phone, quite frustrated even though he had not followed our directions as given. He was quite curt and disrespectful. My wife indicated he spent time filling the tub and then emptying it, thus verifying it was leaking exactly where we told him it was. He then started chipping out foam to extract the manifold. After 1 hour, he was well on his way. My wife left (why we wanted him there earlier!). We were charged 3 hours. The manifold was removed from the foam. The feeder line was sliced up, and the other 10 lines were still connected and encased in foam. Another hose was cut and left. A "T" was cracked off and left. All the mess was left. He estimated 4 hours for 2 men to complete repair - a month later! With $46 in parts and 2 hours of my time, I performed the repairs myself. Caused damage without telling us - repaired nothing - was unprofessional - excessive questionable hours.

3. Argued with my wife when she told him that she regularly checked the chemicals and followed the written manufactures recommendations. He claimed that the instructions that came with the hot tub were for high use only and that verbal warnings were issued regarding overuse of chemicals. We received no instructions other than being told to follow the written instructions. This was of course was an odd discussion until we learned where he was heading with the alleged maintenance issue. He then informed my wife that all of the jets and cover needed to be replaced because of wear caused by excessive chemical use. He furthered claimed that this was the result of owner negligence and was therefore not covered by the warranty. He then replaced one jet, that fell off the first time the jets were turned back on, and charged us for the service call and trip charge. We contacted customer service and presented a warranty claim. The warranty claim was denied as "do to owner's negligence."

I stopped at the Royal Spa booth at the home show and asked one of the sales reps a couple of questions, and she couldn't have been more uninterested or rude. She eventually just walked away to stand in the corner. No one ever asked if they could help me. One of the reps overheard me commenting about the service, and asked if he could help me. I picked one out I liked, and he worked out a great price for me on a floor model from the show. I found out that he was Rick Staples, the Manager. He was very apologetic for the behavior of his reps, and wanted to ensure I had a good experience. We worked out the delivery schedule and he recommended an electrician that had done a lot of prep work for Royal Spas in the past. The experience turned out great, and I was thrilled that the first sales rep. that I approached didn't get any commission. She was terrible and needs to find a new line of work. Survey of responsiveness is for Rick Staples only.

After doing some research, we felt it was a good product. Their salesmen were the very willing to answer our questions and take whatever time was needed. They weren't "pushing the sale" like many other companies were. The delivery crew was prompt, professional, and willing to answer all our questions. There was a problem with the electrical wring to their system, so were not able to turn it on while they were still here. We did have some problems getting the chemicals regulated initially and received varied responses from Royal Spa, but we did get things adjusted. We also had a minor leak around the filter that they came out and fixed under warranty.

They arrived when scheduled and were very nice. They quickly made the repair, which was covered under our warranty. It was nice to find out that the company does take care of the customer after the sale was completed. I also called them about a shelf that we could not connect to the side. They sent someone out to put it on for us at no cost.

I had issues with the cover lifter, and they sent a subcontractor to install it after the fact because it was back ordered, then he did a shotty job and it didn't work properly. They offered to fix it, but I just removed it because it was poorly made and already started to rust (three weeks after). The spa is great. Just the cover lifter experience was a mess.

The work on the tub was satisfactory, but our customer service experience was very unpleasant. We were told if the problem was a leak we would be charged for the travel time only($65). Our credit card was charged $125. I contacted the CSR about the charge and he said that I had misunderstood our earlier conversation. He was also very rude and obnoxious. I asked to speak with someone else and he said there was no else to speak with. I put a partial hold on the credit card charge and they sent a letter to Royal Spa and requested a response for the charge. When they didn't recv a response, they credited our card with a partial refund. I wrote a letter and email to the owner and received no response from him either. We approached the owner at a trade show and explained our situation. He said that he was not aware of it,but assured us he would look into the problem and get back with us. To date we have had no other response and find it frustrating to have to chase after an owner to talk about a problem.

Swim spa - installed under an existing deck in 1995. After 4 years problems started with the below deck control unit. Royal Spa recommended moving the it to the deck level where our would be dryer. This was done at a cost of $1,500 (new pumps, plumbing, etc). This worked well for 4 years but damage occurred 2 years ago when some of the plumbing froze in the winter (not Royal Spa's fault). The spa was closed since. This spring we asked them to get it back in working order. They got it running, but not all the features worked - primarily due to the freeze damage and the age and condition of the control unit. We were told that the work done (by Royal Spa)when the controls were moved wasn't the best way to do it and we should consider a different pump and some plumbing changes. Techs arrived without all req'd PVC parts and had to leave for 2 hours to get the parts. NOTE: (Quality of work rating applies to current project ["A"] AND prior work leading to these problems) ["D"].

My hot tub had stopped working, I had them come out to look at it. The guy said since it was electrical problem that we needed an electric company and then charged me to tell me that. He left one of the connections loose and it could have caused the motor to burn up. All of the water also went out of the tub.

The original person I contacted was excellent and even gave me his cell phone number in case I had any questions. There was someone always available to help through the entire process. They followed up with another contractor I was using for my deck to make sure everything was proceeding as planned.

Friendly and knowledgeable salespeople. I was anticipating a car lot type experience but was pleasantly surprised by our salesperson Mike Malad. We decided to upgrade after our tub was delivered and they were very accommodating with switching out the tubs considering there wasn't anything wrong with the first one. Be sure that you sit in the tub with at least one other person to get a good feel for the size. The followup work by their service department has been excellent. The hot tub itself is great. Excellent quality and easy to maintain. The water chemicals are easier to deal with than I had thought it would be. I'll definitely go back to Royal Spa. They will recommend an electrician and I had a more dubious experience with this person. His work and prices are fine but his professionalism is lacking. I won't use the electrician next time.

WE BOUGHT A HOUSE THAT HAD AN EXCITING SPA. THE SERVICE WORKER DID BRING US A NEW MANUAL AND GUIDE US THROUGH HOW TO USE THE CHEMICALS AND FIXED ALL THE PROBLEMS WE WERE EXPERIENCING. THEY WERE QUITE EXPERIENCED FOR SPENDING LESS THEN AN HOUR AT OUR HOUSE.

GREAT EXPERIENCE, WE APPRECIATED THE IMMEDIATE RESPONSE. THEY RECOMMEND EMAILING THEM SO YOU HAVE A PAPER TRAIL. I LIKE THAT THEY WALK YOU THROUGH SEVERAL STEPS OVER THE PHONE TO AVOID COSTLY SERVICE CALLS THAT MAY NOT BE NEEDED.

ROYAL SPA WAS VERY PROMPT IN MAKING THE APPOINTMENT TO TAKE CARE OF IT. THEY WERE THERE WHEN THEY SAID THEY WOULD BE AND LEFT THE SPA IN SPARKLING CONDITION. I LATER WENT TO THE SHOWROOM TO BUY CHEMICALS AND ARRIVED JUST BEFORE CLOSING. THE SALESMAN WAS VERY NICE, DID NOT TRY TO RUSH ME AND BENT OVER BACKWARDS TO ANSWER MY QUESTIONS AND FIND A NEW HEADREST FOR MY OLDER TUB (WHICH USES A DIFFERENT KIND OF HEADREST THAN THEY CURRENTLY USE.

GOOD EXPERIENCE, ALTHOUGH IT TOOK A WHILE TO GET THEM HERE.

THEY INSTALLED THE HOT TUB AND TAUGHT ME ABOUT TREATING IT WITH CHEMICALS AND OTHER MAINTENANCE OF HOT TUB. THEY SOLD ME A GREAT QUALITY HOT TUB AND EXCELLENT SERVICE TO GET IT UP AND RUNNING.

GOOD SALESPERSON IN JEREMY AT THE LAWRENCE LOCATION. HE KNOWS PRODUCT WELL AND WORKS HARD TO FIND A SPA TO MEET NEEDS AND PRICE RANGE. SPA IS EASY TO MAINTAIN AND OPERATE. HAVE A WARRANTY ISSUE RIGHT NOW, AND EXPECT PROMPT REPAIR SERVICE.

PRIOR TO GOING TO THE SHOW I WAS NOT GOING TO LOOK AT ROYAL SPA BECAUSE THEIR WEBSITE IS LACKING IN INFO. THOUGHT WE WOULD BUY FROM A DIFFERENT DEALER. CALSPA IS A GOOD PRODUCT, BUT THE SALES STAFF AT THE OTHER COMPANY COULDN'T ANSWER ALL THE TECHNICAL QUESTIONS I HAD PREPARED. WHEN WE MET WITH A REP FROM ROYAL SPA HE WAS ABLE TO ANSWER ALL MY QUESTIONS WITHOUT BLINKING. HE BUILT A GREAT DEAL OF CONFIDENCE FOR US IN THEIR PRODUCT. THEY WERE GREAT FOR SCHEDULING THIS OUT TO A TIME AFTER WE GOT A CONCRETE PATIO INSTALLED. THEY SHOWED UP WHEN THEY SAID THEY WOULD AND HAD IT RUNNING WITHIN AN HOUR. JEREMY WAS THE SALES REP WE DEALT WITH. IF WE EVER BUY ANOTHER PRODUCT FROM ROYAL SPA AND HE STILL WORKS FOR THEM, WE WILL WORK WITH HIM FOR SURE.

MISCOMMUNICATION ABOUT SCHEDULING. MAKE SURE TO GET IT CRYSTAL CLEAR WHEN THEY'RE COMING. KEVIN DID A GOOD JOB. MY SPA REQUIRED AN EXTRA TRIP TO CUT OUT A SPACE FOR THE TOPSIDE CONTROLLER; HE HAD ME CALL HIS PERSONAL CELL TO SCHEDULE THIS A DAY LATER. HE ALSO HELPED INSTALL A NEW BOTTOM DIVERTER VALVE.

THE TECHS SEEMED CAPABLE AND WERE ON TIME, CORDIAL, AND ALWAYS LEFT ME WITH THE FEELING THAT THE PROBLEM WAS RESOLVED. HOWEVER, AFTER MANY VISITS AND A LOT OF MONEY SPENT, IT NEVER WAS. REPEATED CALLS TO THE SOMEWHAT SURLY SERVICE MANAGER FAILED TO BRING ANY RESOLUTION. EVENTUALLY I CALLED ANOTHER COMPANY AND THEY FIXED THE PROBLEM FOR LESS THAN $50.00 ON THEIR FIRST VISIT. I THINK I GOT TAKEN FOR A RIDE ON THIS ONE.

THEY WERE AWARE THAT I NEEDED TO RETURN HOME AFTER THEY NOTIFIED ME THEY WERE ENROUTE. THEY ONLY STAYED FIVE MINUTES, AND LEFT BEFORE I ARRIVED, BUT BILLED ME FOR A TRIP FEE AND AN HOURS SERVICE.

IS THE SHOWROOM ON EAST 82ND STREET STILL OPEN??? I CALLED THEIR SOUTH SIDE SHOWROOM, 2041 WEST EPLER AVE, INDIANAPOLIS, 781-0828 I USED THE SERVICE DEPARTMENT -- CATEGORY = HOT TUBS

OTHER TIMES HAVE HELPED ME OVER THE PHONE SO SERVICE CALL IS NOT ALWAYS NEEDED

SERVICE ON HOT TUB, VERY FRIENDLY, COURTEOUS AND ON TIME