We had numerous problems with our spa.  Thank goodness we put it outside, because with the number of leaks we've had, I'm sure it would have caused structural damage to our home had it been inside.  The last straw was when bubbles (or blisters) began appearing in the acrylic layer.  For the most part, they were a cosmetic defect, but then one actually broke open in September of '06.  After first calling our middle-man dealer, Classic Spas in Monroeville, PA (a company I believe whose employees share two brain cells), they directed me back to the manufacturer.  I was informed that the shell was under a prorated warranty and that for a mere (hah!) $1500 they would replace the entire shell and plumbing.  I asked the representative what the warranty would be on the replaced parts.  I was told that the shell would carry a fresh 10-year warranty and the new plumbing would be covered 100% for the first year.  I begrudgingly agreed to the offer, provided that I receive, on company letterhead, the exact details of the new warranty.  "Oh, absolutely, sir!  I'll get that right out to you!"  Luckily I wasn't holding my breath.

I was told that the work would be completed in April (after the winter), and waited six months - I received no warranty statement.  I emailed, I called - the rep that I had been speaking to apparently had a one-way phone - he could receive calls, but couldn't return them.  I grew sick of waiting and talked to someone else.  "Oh, that person is no longer our employee."  Great.  Now I'm back to square one, because nothing that transpired between the two of us was ever formally documented.

Finally, in April, the replacement parts were delivered and installed, but still I had no statement of warranty.  Furthermore, I heard from one of the service persons that ThermoSpas has changed the process by which they bind the acrylic layer to the fiberglass.  Why?  Because ThermoSpas has had numerous complaints about the shells that were manufactured at that time.  You don't modify a manufacturing process unless there's a problem with it.

Today is September 3rd, and FINALLY after speaking to a grand total of eight (8!) people at ThermoSpas, one being the Director of Customer Relations and other being the Customer Relations Manager, I received a statement of warranty.

Bottom line - their customer service is, to say the least, quite lacking.  No one likes to return phone calls and the proverbial ball continually gets dropped.  I have informed ThermoSpas that I will do my best to prevent each and every person I know from buying a spa from ThermoSpas so that they don't have to deal with the aggravation that I've endured for nearly a year now.