Complaint Review: Rec Warehouse - Norcross Georgia

I was prepared to spend $3000 on a new spa when I walked in. I was easily talked into a $5000 unit, which was fine and no surprise. The sales rep showed us the 'best' spa brand in the business, Leisure Bay and we bought a beautiful unit. We selected this unit based on lie #1 from the sales rep, lifetime warranty on this, as opposed to the $3000 unit. Sold! $2000 more for lifetime warranty, ok. We later found out that it was a pro-rated warranty. Lie #2, they recommended we use the Baqua Spa chemicals, since "they were the best" and we get a free start-up kit. Now that I look back and now that I patron local, small businesses that have people with years of experience and honest community living and support, I see what a fool I was. The sales rep explained we needed a slab to put the tub on, fine. Because they want the sale so much, they told me (an inexperienced cement person), Oh you just need an 8x8 4inch slab and it's real easy to make. And handed me a half**s photo copy with the details that were not even legible. It wasn't pretty but I completed it with my 15 year old son. It was one of the hardest jobs ever and I was told later that it could have easily cost me $2000 to have it done professionally. It is not an amateur task. It took 63- 60lb bags and a cement mixer. They never once let on that it would be this much work. LOL. Well Home Depot did! The employees at HD Looked as us like we were idiots for attempting this by ourselves. I get complimented on it often because people are amazed that we did it. Finally, the delivery of our beautiful spa, which was very much needed after the back breaking slab construction. 4 huge men show up on a half a** trailer and they look like hoodlums carrying a big tub into our back yard. Luckily, they were nice, not professional at all, but attempted to show us when to add the "best" chemicals and how much. Never use "all natural" baqua spa, lie 2. It is not easy to maintain and does not keep the levels good. They want you to have these issues, plus it is more expensive. Chlorine is wonderful! A month later, after much enjoyment, I go to clean the filter, the center of the filter tube breaks away and floats up, away from the filter. Hmmm. Bad filter perhaps. We drive 20 miles on our weekend off to get a new filter. Their reply, "Never seen that before" and gave us a free one. Documented the free filter in their system. One month later, water is cloudy and filter behaves the same. They replace these filters probably 6 times in one year. They documented it and said they have never seen it, but never ask if we want the spa checked out. I return again, and request a service technician. I am informed I would have to pay the 80 dollar trip charge. Infuriating, however I want my $5000 "best" unit to work. I leave work to meet this arrogant conceited ba***d to see him peering into my garage. When upon asking about why he is looking at my garage and not the spa, he wants to know if I am cleaning my filter with a pressure washer! It has to be the consumer's fault. I love driving 20 miles each way on my days off to meet with these horrid people they call customer service reps. He explains the water looks awful. No surprise if the freaking filter is not working! Right? Also, he quickly informs me that the unit is NOT warrantied for a lifetime as promised. After I complain about the poor customer service he lets me know they do not care because they are always busy and full of business!!! He says to call again when it happens and he will see about us not having to pay. I have had it at this point had to change the 450 gallons of water repeatedly, all at my expense. To no surprise it happens again. This time a very nice and smart technician visits and apologizes. He says it is a good unit but not surprised by the behavior of his company\bosses. How can he work there and feel good everyday? But I suppose I am glad he does. He discovers immediately the filter system had been installed upside down, therefore causing the filter to break and the water to not be clean. I still had to pay the $80 trip charge but free labor and parts. Thirty days later I had to have him return because the water level was quickly going down. Wow, something new, a leak in a part and in a light lens. "Unusual" I was told but because "I could not maintain clean water and good ph levels", this can cause the malfunction of the parts. How could I when it was the factory's fault for installing the filter components upside down. They have had to visit 2 more times since my lovely purchase, never apologizing, nor waiving erroneous fees I should not have paid for, never replacing the unit which really should have happened. These people will say every anything to you to get a sale. They do not remember you or care to remember you when their units have issues, you will pay always! When I call each time, I am greeted poorly by some 18 year old who has terrible usage of proper grammar and manners and puts me on hold for at least 15 minutes. This is the worst purchase experience I have ever made and I truly hate them. I urge anyone thinking of purchasing from this company and to visit a local business instead. Even though Rec may be able to provide a less expensive product, their lack of customer service and their poor practices will have you paying for it in the end. Not to mention the aggravation and the fact that I have sat here for 20 minutes writing this note, which is not common, should show how much I loathe this company and their practices. D Lawrenceville, Georgia U.S.A.