MOUNTAIN SPRING SPAS & POOLS

Michael Leonard 1 review 3 months ago-Edit Mountain Spring Spas & Pools In April of 2021, over a 2–3-week period, I made numerous attempts to contact Mtn. Spring concerning my leaking HOTSPRING Hot Tub. They were not answering my phone calls, even though their office was manned. I then left voice mail messages on all 3 extensions, Accounts Receivable, Sales, and Service, informing them I had a LEAKING Hot Tub. I never obtain a response to my voice mail messages. On April 30, 2021, I was forced to drive to Franklin, NC to see for myself if the firm was still in business. I was relieved to see a lighted OPEN sign in the window. The individual covering the office led me into a side room and located my work order. She read it to me, “Hot Tub works normally, it just has a leak”! On the drive home I received a call from President & Owner, Ken Wyckoff. He promised to send technicians to fix my Hot Tub on May 05, 2021. On May 05, 2021 his technicians arrived at my home. They pretended they did not know what was wrong, even though the LEAK was on the work order. When I reminded them, it was a LEAK, they quickly departed to the next job in the area. They did absolutely nothing to troubleshoot hot tub., they failed to even raise the cover to check the water level in the tub! . On May 11, 2021 I made a second needless trip to Mtn Spring, to learn the fate of my leaking hot tub. The employee covering the office did not have the answer. When I told her the technicians on May 05 asked me what was wrong, implying they had no idea, she informed me that they absolutely knew that my hot tub had a LEAK, everyone knew you had a LEAK, after all it was written on the work order! I received an Invoice demanding payment of $ 232.23. I was surprised by this blatant attempt to rip me off, because they had done nothing but show up! Wyckoff sent his technicians knowing full well he had no intention of fixing my hot tub LEAK. He simply sent them because he had another job in the area and used it as an opportunity to get a pay day out of me. When I called Wyckoff to protest the invoice, he erupted in anger. Wyckoff told me the horrible truth about LEAKING HOT TUBS. It is his policy to only work on LEAKING HOT TUBS in late fall and/or winter. He explained to me the reason for this policy was that they worked on swimming pools in spring and summer, because that’s where the money was, not LEAKING HOT TUBS. This was the first time I heard of this policy. Wyckoff told me that if I did not pay him the $232.23, he would not fix my hot tub. He further explained that the minimum charge to fix a LEAKING HOT TUB was $1,500.00, because they would have to take the hot tub back to the shop in Franklin, place it up on jacks to trace the leak. It had been more than a month since I reported the LEAK, but this was the first time I was learning of these details. I realized at that point I could never trust Wyckoff again. I had to shut this hot tub down because I was not here for the summer and fall to keep adding water to it on a daily basis. Without water running through the hot tub continuously, various valves and washers will dry out and crack, resulting in additional leaks. The main motor, the pumps, and the heater will also fail if shut down for 7-8 months. The only resolution that I would accept at this point is for Wyckoff or Watkins Wellness to issue me a cashier check for $4,000.00 and they can have their hot tub back! At this point the only thing I can do is cut up the hot tub and take it to the local landfill.

From the get-go delivery and setup was a disaster. I have made 3 special trips (each 5 hours of round trip driving) to accommodate them and still the spa is not set up. When they delivered it they were supposed to get it running. Instead, they left without finishing the job and didn't even let me know they were leaving. The next week I made a special trip to meet them. They were an hour late (I had given up and was pulling out of the driveway to drive back) and then determined they couldn't finish the job because they had mistakenly placed the spa incorrectly. The service manager called me and began arguing about everything from when the appointment time was supposed to be to whose fault it was that yet again I'd made a wasted trip (and took the day off for the third time in order to do it). I got angry and admittedly lost my cool. I told them to come back and get the spa because I'll get it somewhere else. No response yet and it has been 24 hours.