Pacific North West Spa Repair

Kat provided little information over the phone other than pricing. The travel charge alone was ridiculous but at the time I didn't know of anyone else who could do the work. So I hired her to do the work, which included the expensive travel charge plus hourly rate for the job. We had a rapid leak in our hot tub. Upon arriving at the site, Kat walked over to the hot tub and back to her truck twice, forgetting tools/ parts delaying the work. Then she noticed that the power was off on the tub, which was very unusual. Especially since we get in the tub every day and it is always left on. She had me flip the circuit breaker back on, and she turned on the jets. The hot tub would turn on and shut off after approx. 30 seconds, but she didn't know why. She proceeded to remove the side panel by the motor and examine the area. Immediately I saw the leak and even noticed it before she did. Thankfully she fixed the leak, a faulty gasket, but left it at that. She did not address the power issue at all. She said it was probably water that got into the motor and needed to dry out. No additional trouble shooting or testing was conducted. Later than evening I contacted her via email concerned about what else it could be. She didn't bother writing back until four days later with a one line reply... "Have you tried it after letting it dry out for a day?" Basically she left us hanging... and offered no other solutions. Uninspired by her level of knowledge and professionalism, I contacted someone else (as recommended here on Angie's List) who was able to diagnose and fix the problem immediately.

Kat was helpful initially in terms of determining my spa heater was covered under warranty and ordered the parts for me. After the parts arrived we set up an appointment for her to come and install them. She never showed up and blamed it on a misunderstanding. She came out three days later and replaced the heater and sensors. In doing so she broke a nipple off one of the pumps and proceeded to get water all over the pump which would trip the GFI. Bottom line, I was unable to use the tub. Once things dried out, I noticed the tub was indicating a low flow overheat fault code. I tried to reset it several times but it continued. I called Kat to report the problem and it took three days for her to return my call(s). She blamed it on stomach flu. Regardless, she did not know why I was getting the fault code and said she called the factory to see what they thought. She said it might be an indication the pump was going bad. She seemed reluctant to come back to properly diagnose the problem and asked me to time the amount of time it took to get the fault code after resetting the hot tub because she said she would have to charge me for that time when she would came back and fix the problem. Unimpressed with that response, we proceeded to hire another spa repair company and they determined Kat placed the sensor too close to the heater and that was causing the inadvertent fault codes. The tub has been operating trouble free for three weeks now.