Sundance Spas review: Sundance marin ( 1 comment)

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