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2.2 14 Reviews

Sundance Spas Complaints Summary

4 Resolved
10 Unresolved
Our verdict: When using services from Sundance Spas with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Sundance Spas reviews & complaints 14

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2:03 pm EDT

Sundance Spas Spa

We bought a brand new sundance spa in sept 2019 since than everything has torn up pumps, waterfall, speakers, bluetooth, now the heater is out and it is bowed out on the outside.

Their is one person that uses it we are 2 adults and don't have teenagers or kids in it and it is a lemon it is a piece of crap! I want it picked up and our money back while it's still under the warranty because as soon as it is up I can imagine it will all tear up again.

Desired outcome: I want money back so we can buy another brand

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2:03 pm EDT
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Sundance Spas Written above they need to take it back refund our money so we can buy something that doesn't tear up every month.

Bought brand new Sept 2019 and since than everything has torn up regardless it has been covered under the warranty and our pool company has done everything they can to fix it asap the warranty will be up soon I've called customer service and complained about this spa being a lemon.

The waterfall has messed up, 2 pumps, the speakers, Bluetooth, the company sent new pillows that dry rotted, the outside of it is bowing out, heater has gone out now and we have to wait 2 weeks for a new one (about just in time before warranty is up)

It is under warranty I called and asked months ago about replacing it and them taking it back.

There is two people in this home and was bought after someone being in a wreck we had a different one before this and never had all these problems.

The inside is slippery, and there are no kids or teenagers that have used this it is one person. Normally and has had one problem after the next I demand they respond or I am going and copy and pasting all the problems from my pool co woth proof online to Facebook, Instagram, Twitter where ever sundance tries to sell this junk I want it picked up and my money back so we can buy another decent hot tub.

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1:11 pm EST

Sundance Spas Sundance spa 880 Series Optima (Serial #: 00P3-[protected]-0417)- Wi-Fi Device App

I have this spa and since I’ve had the spa, I’ve purchased the annual Sun Spa 2.0 app Wi-Fi subscription several months ago and it hasn’t worked since I paid for it. I called customer service last week and was on hold for 20 minutes to talk to the ONE customer service person (she said she is the only one handling calls) to find out that the app is not working and it will be another two months before it works. I asked for a refund and was told I couldn’t have a refund, which I entirely disagree with.

Desired outcome: This is a formal request to give me a refund for the amount paid on November 28, 2022 of $59.99.

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5:21 pm EDT

Sundance Spas Product. 2022 McKinley bought April 27,2022 spa

Installed hot tub and after filling and running the pumps the spa had F1 error open on digital read out. Called dealer told us that it could be. A airlock turn pumps on and off. This did not work. Cleaned filter this did not work either. When F-1 reading the spa heater would not work. This reading would only come on in low pump. It could close the flow switch. Could not get repair man because the trip was to far , 94 miles. We had a brand new hot tub that did not work. Finally a salesman thought maybe a kinked hose. Could not see any, but further looking we found a kinked hose near the drain. When manufacturing the spa the hose was to long so they bent it to fit the drain hole. Pic attached. We took all panels out to reposition the hose. I hope quality control will pick up on this. I am thankful I have husband for a repairman.

Desired outcome: I just hope others with the F1 fault to look for this problem.

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3:33 pm EST

Sundance Spas Repair and service

2/2/22

Called to make an appointment for repairs to my Sundance Spa. The closest service center is 2 hours away and charging in excess of $100.00/hour travel time (that's before they even address the issue (which I'm more than willing to pay for) but a total of 4 hours travel time? I don't think so.

Let me ask a question of those reading this post, should a company be allowed to sell within a given geographical area but not offer service within that area?

This product is outside of the warranty by 2 years (I get that,) and willing to pay for my service call as noted. But to absorb travel time because a local representative / service group that previously represented Sundance no longer does shouldn't leave their customers with the cost to bring in a group (in this case, a whole different State) to service their product.

I failed to ask the service people what they would have done regarding travel time if I were still within the warranty? I may be wrong, but I suspect I'd still have to pay for travel.

Desired outcome: I would have liked the purchase product repaired/serviced (although not free) without excessive travel exp. If the company has lost representation in an area, they should either fill or absorb the travel time of their closest rep.

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10:24 am EST

Sundance Spas Peyton 680 series

We have a 2 year old Sundance Spa and the circuit board already has stopped working. We notified our dealer November 28, 2021 and they said our board was still under warranty. We just now after received notice, 12/28/21 our board has finally arrived and that you informed them board is not covered under warranty . We Cannot believe you now only warrant a circuit board for two years, not 3 as on your website! How convenient this board goes out just after the two year warranty ended. This is our second Sundance spa, and we never had to replace the circuit board on a 25 year old Hottub. Your product is no longer a quality product. Plus your customer service is terrible. Twice when we complained, yes sorry your customer service, you listen to customers complaints, we were hung on up. I did not cuss. Was I angry, you betcha, but did not raise my voice. I said I would make sure My friends and family know Sundance no longer sales quality products and now reduces time of warranty. They cut me off and hung up. Believe me when I say will make sure to tell my friends and family to never buy a Sundance. You change your warranties and your products no longer are of quality. I no know you will not stand by your product and will give the song and dance your circuit board, a circuit board, the hub of controlling your Hottub is only covered 2 years now. So sorry about your luck. How we have been treated thus far, you could care less about customer satisfaction. This is not the dealership problem this is a problem with the service of Sundance Spas and the quality of your spas.

Desired outcome: Pay for the cost of replacing our circuit board

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8:00 am EST
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Sundance Spas Vendor will not supply distributors with repair parts

Purchased a Sundance Cameo spa in July of 2020. Within 2 months one of the standard diverter part assemblies (to waterfall) failed and has been unusable since. Still covered under warranty and distributor has had part ordered since August 2020. Sundance is still making spas and installing this standard part on new spas but has not provided distributor with repair assembly to repair spa.

Desired outcome: Send repair part to distributor

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2:22 pm EST
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Sundance Spas Sundance marin

We bought a spa from the "Export authorized dealer" of Sundance Spas in Miami, Florida, All Florida pool and Spa's, as we wanted to export the spa to Italy. We were told they had authorized dealers all over the world, and in the Sundance spa catalogue it mentioned the country "Italy" and we were assured if any issues, the spa was under warranty.
The Spa arrives, and we hook it up, and water comes out everywhere on the bottom of the spa. We call Sundance, they refer to All Florida Pools, we call them, they refer to Sundance. After long discussions, they tell us the nearest dealer is in Switzerland and to contact them. We try this, but the phone no does not work, and the company does not exist. We call back Sundance and they give us another phone no for the Swiss dealer and assures us they are in business. We ask Sundance if the Swiss dealer will travel 2.5 hrs by plane or 8 hrs by car to our place in Tuscany, Italy, to repair our spa, and the answer is that the cost for the repair man to come to our place, if he does, is for our account ? - WHAT ? - They would pay for the parts only. LONG STORY SHORT, we find a dealer in Rome, 2.5 hrs driving away, that is willing to drive to our place for EUR 100.00 to inspect our spa and try to fix it. This makes more sense than a dealer 8 hrs away, so we hire him, on our own dime. He comes, inspects and it's a simple plastic tube on the bottom of the spa that is "rotten" and old, (Remember this is a brand new spa) and he does not have the part with him and therefore has to drive back to Rome and come again to fix it, and the charge is another EUR 100.00 for travel. What can we do, we agree, and he fixes the part. Cost for time and labor EUR 250.00 and travel cost $ 200.00 total EUR 450.00. - Tried to get Sundance to pay, and the answer is no, since I took it upon myself to hire my own repair man (it says Sundance Spas on he's invoice) they cannot help me, I would have to claim this to All Florida Pool and Spas.

For a $ 10, 000.00 spa, which is supposed to be the top Spa in the US, they sure do have bad customer service, or should I say, no customer service, and for all of you out there, that wants to take their spas overseas, don't, as they might claim they have world wide warranty, but as you can see, they don't. I'm glad my repair was small, and I do not look forward to any major repairs coming up, as I'm obviously on my own here. Thanks Sundance Spas, great support...not !
Regards from an unhappy customer / Henrik / Miami, Florida

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Kizzie Gipson  
Kizzie Gipson  
, US
Feb 26, 2016 4:26 am EST

Sundance cannot keep at 103 deg. May start off 103 but drops to 101 after 20 min use. It controls difficult to use and not back lit for nighttime use.Sundance replacement $9, 600 .

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11:21 am EST

Sundance Spas cpri model

We purchased a Sundance Spa in 2005 and another one exactly the same model CAPRI in 2009. The 2009 model has had two circulating pumps replaces, the pillows replaced twice and now the mother board is out. It will cost over 600.00 to have it replaced. Our original spa bought in 2006 has had none of these issues. Sundance maintains we are out of warranty so the repair is on us. I will never purchase this product again nor will I recommend the brand. Very disappointed in Sundance. Our dealer no longer carries the spas and so the closest tech is FOUR hours way.

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5:35 pm EDT
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Sundance Spas Service

Since 1988 we have enjoyed our Sundance Spa with out any major problems. However three months ago the lens for the inside light broke off. Being that we have relied on the company’s authorized repairman in the past; we again went with Sundance's recommendation and contacted Hydro Spas (Canoga Park, CA). I called and spoke to Chris and explained to him what the repair was; gave him the year and model. He told me he would order the part and contact me when it arrived then set up an appointment for the repair. After two weeks I checked on the part status; Chris told me it was not in. Again I checked the week after that and the week after that. I was getting no where with this company. I then called Sundance's customer service and spoke to Mindy (at extension 3012) and explained the situation to her. She checked to see if the part was even ordered from Hydro Spas, which it had not. She said that she would called them to find out what was happening. After speaking to them she called me back and said that I would be getting a call from Peter who worked at Hydro Spas. A couple of days later he finally called and said that he did not know why the part was not order and would look into it; and would call me when it arrived. Again I waited and no calls. Through the whole Summer I have been going back in forth between Mindy and Peter with no results. Finally on approximately August 17th Mindy called and left a message for me asking if I the spa was repaired. At the time my son explained to her that I was on vacation. When I returned on August 18th I called and she was not there (out sick). I called her again on August 19th and again August 22nd. I still did not reach her. On August 23rd I received a call from Peter and he said that a Pete Ramirez had been trying to get a hold of me to set up the repair; and that this Pete had the repair parts. Peter told me that this Pete had been trying to phone me to set up an appointment. But no messages were left or no calls came in. I have At&T U-Verse which has a call history and nothing showed up. Peter gave me this Pete’s phone number to call. As soon as I got off the phone with Peter I called Pete. Pete told me that he would come by that day between 4 – 6 pm, but would call first to let me know that he was on his way. So I rearranged my plans and waited. By 6 pm Pete had not showed up or called. At 6:35 pm Pete shows up at my door. After inspecting my spa he explains that he needed a special tool to get to the light fixture and he would have to order this special tool. Pete told me that he could make the repair on Saturday, August 27th. Pete told me he would call just to confirm the appointment on Thursday. Thursday comes and no call from Pete. Friday I call him and he tells me that the part has not come in and would call me. A week goes by and no call from Pete; so the following Friday (September 9th) I call Pete. Still no tool. So now it’s another week. Oh and by the way Peter quoted me a fee of $80.00 per hour for the repair that would take 2 hours, plus the part for $75.00; for a total of $235.00. Pete showed up and quotes me $250.00 for the repair and $75.00 for the part; making it a total of $325.00. Pete now tells me that the motor has to be removed to repair the light. At this point I’m a bit suspicious about the whole price matter. If Peter is from an authorized repair center would he not know that the motor had to be removed to get to the light repair. Or is Pete just stiffing me. At this point I do not know. What I do know is that I depended on Sundance to stand behind their product and to help when a problem came up. I expected Mindy to follow up, but she does not return calls. I expected the authorized repair center to follow through, get the parts and make the repairs in a timely manner. I believe that Peter passed the buck and gave this Pete the job; and that Peter did not want to deal with it. This Pete’s business card does not have anything on it to suggest that he is an authorized Sundance repair person or that he is licensed. I do know that my spa has been emptied for three months and that I have not been able to enjoy it. Is this any way to stand behind who Sundance has for repair persons? I am at wits end as to how to get someone out here to repair my spa. I would appreciate a response or even help as to how to get my spa repaired.

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9:53 pm EDT
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Sundance Spas No customer service

Sundance Spas has no concern for their customer's satisfaction. I ordered a Certa spa from my local dealer on May 28, 2011. Today is July 22, 2011 and still have not received delivery. The sales person quoted a lead time of 4-6 weeks, but after waiting six seeks we were told the factory sent the wrong color spa. The dealer said they could place a rush order and we will have the correct color in three weeks. Well three weeks have passed and still no spa. I have contacted the dealer and Sundance, and neither can gave me a firm delivery date. Sundance would only say they have no control over their dealers and that the spa "should" ship next week. I expressed my dissatisfaction with the answers I have received, as well as the exceptionally long wait, and Sundance offered no concern, not even an apology. I will be sure to follow-up here to let everyone know when the spa finally arrives and how it operates. For now, all I can say is find a spa manufacturer that is concerned for their customer's satisfaction. Sundance is not a customer oriented company.

Tina D
Clarks Summit, PA

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PISSED OFF BIG TIME 2
Warren, US
Sep 30, 2012 11:15 pm EDT
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ok so my Sundance Altma spa is now ten years old what a POS. THIS SPA HAS BEEN TROUBLE SINCE DAY ONE WITH IN A WEEK OF OWNER SHIP THE MOTHER BOARD WHEN OUT 3 MONTHS ANOTHER ONE SUNDANCE SERVICE FROM FACTORY SUCKS
I HAVE REPLACED MY SELF 6 PUMPS 4 HEATERS 7 OZENATORS 6 AIR PUMPS AND TODAY THE HOSES ARE SPLITING
SOME MAY SAY ITS TEN YEARS OLD WHAT DO YOU EXPECT. tHIS TUB WAS INSIDE USED BY 2 PEOPLE ONCE A WEEK
THE FACT IS ALL THIS PLASTIC BE COME BRITTLE WITH TIME SO IT FAILS THIS SPA AND HOT SPRINGS WERE RATED 1AND 2
AND WAS PRICEY .was told it would last 25years BS BUYER BEWARE. ALL THESE SPA MANUFACTURER USE THE SAME CHEAP PLASTIC FITTINGS. OH FOR GOT TO MENTION ALL MY JETS desagrated AND HAD TO BE REPLACED

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9:09 pm EST
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Sundance Spas Quality/warranty of the spa

We purchased a Sundance Spa Maxxus 880 back in 2005. This spa was supposed to be the top of the line that this store dealt with. The spa cost was a little over $10, 000, which I had no problem with paying if it is a superior product, as I like to believe that you get what you pay for. The day the spa was delivered we immediately noticed that a side panel was damaged. We called the store and explained the problem to them, and they got a repair person out within about a week and a half. Then after the first year or so of use, we noticed that the knobs were starting to turn a green color, when they were supposed to be gray. I contacted The Great Escape and they arranged for us to get these knobs replaced at no charge. So not long after talking with them they were out to fix the problem right away. Then a few months later we noticed that the pillows that are on the corners of the spa to serve as a head rest, were starting to peel really bad. The problem kept getting worse and worse as time went on. So we called again to get these replaced and were told by the salesman at The Great Escape that these would be covered under warranty. In the end we had to pay out of pocket to have these replaced. I asked Sundance Spas directly what they thought could be causing this peeling problem, and they did give a straight answer, they just kept reminding us that these pillows were not under warranty.

Meanwhile we notice that a trim piece on the stairs to get into the hot tub had fallen off. We were told that the stairs were not under warranty either, and it was suggested that we use some strong water proof glue to put this piece back in place. I did exactly as they suggested, and that help up for about a week. by the end of that season about 3 or 4 pieces had fallen off of the stairs, thus making them very unsafe to use.

Then about a year and a half ago we noticed that a couple (not all of them) knobs were starting to turn to a green color again. We contacted them again to have these replaced, and they stated that they would not replace them free of charge because they already did replace them once, and they insisted that the reason these were turning green was because of the chemicals being used in the spa. If that were true then why did only a couple of the knobs turn green and not all of them? The other issue I have with that, is the fact that we have only used the exact chemicals that we were suggested to use by The Great Escape. Regardless of the cost we always used their recommended brand, and type of chemicals.

So because of the fact that they are not standing behind their product I refuse to purchase these knobs again, as I don't want them to get any of my business. We are also having the same problem with the pillows peeling once again, and like before they refuse to do anything about it. I will never buy another Sundance product again! Not only would I not recommend them to anyone else, I make it a point to tell everyone I know about what a low quality, over priced product Sundance makes. I try my best to get the word out there, so people don't get suckered in to buying these sub standard quality products.

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Bandit017
, US
Dec 04, 2016 11:30 am EST
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I purchased the Cameo spa, had I known that Sundance will not let you run the pumps and air and heat the water I never would have purchased this tub. The water cools off due to the lack of insight from Sundance.
Anyone else have this problem?

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Lakeshore Law Center
Yorba Linda, US
May 15, 2017 8:57 pm EDT
Replying to comment of Bandit017

The problem is you need 60 amps not 50 or 40. Have an electrician upgrade your sub-panel to 60 amps and you can run all jet pumps and the heater at the same time. This is clearly disclosed in the user manual. Or you can remove the safety feature on the circuit board and run the heater and pumps together, but the risk is on you, and you voided the warranty. So go for the amp upgrade instead.

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john05141
, BE
Aug 20, 2014 3:58 am EDT

I bought a Maxxus 880 2 years ago.
I paid i13.000€ for it.
In those 2 years I had a pump leaking, fixed under warranty, but had to pay 160e wages? huh?
Then the knobs for the waterfalls failed, the door for the audio system broke off (we do not use the door as only the radio is used and controlled by remote.
Last winter the display broke. Had to wait for 6 weeks to get the part replaced. Charged me 400€ in wages, so I get upset, but was forced to pay. I wanted to conclude my business with the dealer and contact Sundance to say I have yet another leak.!
Sundance tells me that is not supposed to happen, but deal with it yourself. The dealer is no longer their dealer, so I am sent to another dealer.. In Germany, (I live in another country Belgium) And also a "FLO" problem occurs on the display.
Go figure. What a piece of Junk. I can buy a cheap Chinese one for far less than half the money. friends of ours have that for 5 years, no problem at all.

No Sundance for me either, and I will recommend everyone not to buy sundance, and even more not to buy a spa at all. Fun the first year,
but expensive to operate, and you hardly use it anymore. If you do, buy a cheap one.

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ElMono773
Miami, US
Nov 02, 2013 3:09 pm EDT
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Optima 880 2008. Sound system not turn on. Have pushed reset button. Can't find the two fuses to check them. Suggestions?
Thank you!

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ThumbsDown
smithtown, US
May 16, 2012 7:38 am EDT

I bought the same model Maxxus and it also costed me over $10, 000. My pillows fell apart, my knobs also discolored. My Cover also fell apart. Since the spa is really large the cover comes in 3 pieces. Cause of this the larger piece in the middle is too heavy and collapsed in between the other 2 pieces, Sundance also advised me they do not make an attachment to assist you in removing the cover like other spas do. The cover is very heavy to lift alone( Cover is not warranteed) I can't seem to understand how a company that sells a product like this has no engineers in the company to design a freakin cover lift? the cheapest spa companies carry lifts for all models. I also had a leaking problem that noone can find. They took my spa and did a leak test at the shop. Brought it back after 3 weeks and the spa was still leaking. Now my Radio stopped working. The repairman said the transfomer went bad and they want to charge me over $200.00 to replace a $50.00 Transfomer that is also not under warranty! I had it with Sundance anybody that asks me about it I totally tell them look elsewhere. SUNDANCE IS DEFINITLY NOT THE SPA COMPANY TO GO WITH! BEWARE STAY AWAY

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betty shaver
Jasper, US
Jun 07, 2010 4:56 pm EDT

I have the problem, just bought 4 pillows & 4 inserts 6-7-10 also we had to replace 4 plusator jets that off flush with the tub surface while no one was using the spa. now I have the same problem with the spa cover, water logged & excessive mildew. I've tried everything to remove the stuff but works long term. So I look forward to a nother expendture for a new cover.

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dsm1212
Lunenburg, US
May 19, 2010 9:08 am EDT

A couple of my knobs are discolored (05 maxxus) but I never even thought it was a problem. I had/have a much more serious problem with my builtin stereo which never really worked. Stereo locks up and won't adjust in any way all the time. Tub needs to be powercycled to fix. It is an electrical problem and after 5 or 6 tries over the first two years by the dealer I gave up. If that wasn't bad enough, the thing that really really annoys me is that when I bought the tub the sales person went on and on how it was a five year warranty on the whole tub if anything went wrong. Since then I've found that just about everything that has gone wrong was not covered. Ozonator is two years, we'll have to charge you for that. Radio is two years, we'll have to charge you for that. Speakers are two years, we'll have to charge you for that. Diverters are only two years, we'll have to charge you for that. Headrests are wear items, you'll have to buy those. The one thing I did get under warranty is that the cover was replaced due to a defect. The new cover already weighs a ton due to a leak somewhere that let water inside.

Two things I've learned: Don't buy an ozonator, it's a waste of money. Don't buy an installed stereo, waste of money. Otherwise I seriously love it and use it all the time. Life's too short to let these things really bother me.

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hardkicks66
, US
May 05, 2010 1:38 pm EDT

I'm having the exact same problem with my Sundance Optima.
Just after the 1 year mark half of the knobs turned green and the pillows are falling apart.
I use their recommended chemicals and even have an expensive digital chemical tester to keep it perfect.

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flubert69
Winnipeg, CA
Mar 29, 2010 12:38 pm EDT

The reason why your pillows are peeling is from the mixture of the chemicals and moisture being trapped between the cover and water. This isn't a sundance issue as I have had many spas and this is an issue with all spas. Sundance even allows you to pop them off easily. So if you are going for a long time without using the spa, pop them off and store them elsewhere.

The damage to the spa was most likely done by the dealer and not Sundance. That was probably done while they were delivering the spa. Again, most of those issues, including the stairs are the dealers issues, not Sundance. I've owned a sundance for years now and have been more than happy with it. Everything from the company I bought it to, to the spa itself has been perfect.

Again, if you don't take care of any spa, it will not last more than 5 years. If you do everything you are supposed to do, including weekly water tests and changing your water/filter every few months it can easily last you 20.

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3:34 pm EDT

Sundance Spas Unpaid Invoice

I was (past tense WAS) a repair technician off and on for 20 years for Sundance Spas/Jacuzzi Bath. In February 2008 I did a warranty repair for them and submitted an invoice for payment. As of August 2008 I have not been paid, I have been unsuccessful in contacting anyone there. Everyone hides behind their voice mail and will not return my phone calls. I have also mailed and faxed the invoice several times. It would really be nice if someone there had the courtesy - and courage- to return my phone calls.

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Snorkelz
Calgary, CA
Jan 22, 2009 11:05 pm EST

Well... Has been dealt with ?

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3:02 am EST
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Sundance Spas Poor service

Sundance Spas in Monterey, Salinas, and Hollister, California. Our Sundance spa stopped operating and the motor would just hum instead of running the pump to operate the spa jets. I phoned the store and was redirected to a service operation. I phoned them and described exactly what was wrong with the unit. I took a day off from work to wait for their service technician. When the repair man arrived the following week he had no replacement parts on the truck and said he would have to order a new motor and pump. Fourteen days later I phone to ask when the repair person would be coming back to actually do the repair. I was told they did not know and would not know until the pump arrived. They said it could take as long as 4 months to get the replacement motor and pump in at the store. When I ordered the hot tub I had asked the store manager what was the worst case for waiting for parts if something broke and I was told two weeks. If I order a new hot tub I can get one in 2 weeks so the parts are available at the factory for new customers, they just choose not to stock parts for their existing customers. Next time I would buy a cheaper hot tub as the long warranty just means they hold their customers hostage for a longer amount of time. Bruce

Monterey, California Click this link to e-mail the message author: Email User

Hi,

We noticed that this was on the web, and would like you to remove this. The service man was fired and no longer works for us. We were never contacted concerning this complaint. We feel like this is unfair to our business. We do take care of our customers.

For further info please contact us if you have more questions.

Ph. [protected]

Thanks,

Steve Adair

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Robert Gorgone
, US
Feb 01, 2022 3:41 pm EST

Sundance Spas lost their local representation and now that I require service expect me to pay travel expenses (approx. 4 hours round trip, from another State) of more than $100.00/hour.
Should you be able to sell within an area and not service what you sell? I'll gladly pay for the service but
travel in this case should be Sundance's cost of doing/maintaining business.

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Laura Burnopp
,
Oct 13, 2008 11:18 am EDT

I purchased a Sundance Spa and was told that if we ever needed service it would be taken care of right away. Two weeks ago I called and requested service and was told that it would take about a week to have someone come out. I called several additional times last week before I was told that someone would be out this morning. I called the number again at 11:30 a.m. to inquire when the repair person would be coming and was told that they would check and call me back. Well I am still waiting and when I try to call the number back it no one will answer.

With the weather turning colder I am afraid that the spa will freeze and then who is going to be responsible. I would not recommend buying one of these overpriced spas to anyone.

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Ig0r
Los Angeles, US
Aug 31, 2013 2:02 pm EDT

Warranty Registration [protected] look like new?

View 0 more photos
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Ig0r
Los Angeles, US
Aug 31, 2013 1:56 pm EDT

poor service no repair on warranty!

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stavrous
Long Beach, US
May 25, 2011 12:44 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I too agree with the other customers that it seem that we received a overpriced hot tub with a low budget customer service. I purchased a 780 hamiton 10, 000 plus in july of 2008 and the local dealer ( Olympia stove and spa) Olympia Wa ) has been there to fix several problems repeatly, leaking jets and radio head replacments. on April 24 I called the dealer to tell them we had another leak they placed me on there calender for a look see on May 23, One month later they show up and don't have the parts to fix it, and then blame Sundance because they are so slow to ship parts, They have put me back on there list to fix to June 2. sure after the Memorial Day week end I asked to speak with the owner and was sent to his voice mail, still no reply. The lady I spoke to says they are so busy with the Group-on for cleaning tubs that I have to wait my turn! (nice touch/ customer service) 180..00 dollars to clean you tub V.S. the guy that spends 12, 900 dollars for a stove and tub. Keep up the great work (Olympia stove and hottub company)

Steve Long Beach WA

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dsm1212
Lunenburg, US
May 19, 2010 9:17 am EDT

I do think the basic components of the sundance hot tub are good quality, however every single add on item is junk. Don't buy the ozonator, stereo/speakers, etc. Way overpriced junk that they don't know how to support. My stereo never worked from day one. The dealer had many visits trying to get it to work before it ran out of warranty, but failed. I've got someone coming again this week, but its out of warranty so I'm sure I'll have to pay.

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petey2250
Cedar Lake, US
Mar 09, 2010 8:18 pm EST

Sundance Spas as a company is very poor in my opinion. We have had our share of problems with our 10 thousand dollar spa, and only one time did Sundance actually stand behind the product to make sure the spa was right as it should be. Every other instance that I have had to have service done to the spa it has cost me out of pocket, and in some cases a substantial amount out of pocket. I would never recommend buying this brand of spa to anyone, as it has proven to be nothing more than an over priced spa, that is very poorly made.

John
John
Moberly, US
Nov 02, 2008 1:45 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I am a Master Spa Technician.

I am NOT connected with this retail company, but am a very highly trained, factory authorized technician for more than 50 brands, including Sundance / Jacuzzi.

I can help you fix it, or get an answer for most any question you may have. Please email me your phone number and I will call you asap.

Regards,

John

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Mark
,
Jun 18, 2008 9:33 am EDT

Ive tried on quite a few attempts to email Sundance with just a basic question about chemical suggestions. Thier website says that they'll reply to all emails within 48 hours Ive emailed 4 times over the last 4 weeks! no reply.

May just be minor, but thats bad customer service.

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John Rooks
,
Apr 29, 2008 6:12 am EDT

Note to Steve Adair,

You fail to mention whether your company resolved the customer's problem to his satisfaction, but instead simply whine. Nice touch.

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