Guntersville, United States
12801 US-431
N/A
+1 2565824050
Kerbside pickupDeliveryIn-store pick-upIn-store shopping
Wheelchair-accessible car park
Disappointed in the service and maintenance of ourM9 spa. Waited 3 months for manufacturing and delivery. On day 1 the cover latch was broken and the exterior light came on but we can not turn them off. We’ve had little to no service support to correct. Buyer beware Folks, Here is an update for you. Just had a conversation with Lake Guntersville Pool & Patio about our approx 18,000.00 M9 Bullfrog Spa. Chuck the guy who aggred to our purchase deal was more concerned about the comment we left on the web page, than fixing out complaint. He also said if he had known that we were disagreeable people and we were going to post bad comments about his company, he would never have sold us the hot tub. So, I told him to come and get it, more about that later. Chuck at Lake Guntersville Pool & Patio told me he is doing everything that he can and yet when I asked what he has done, he says he has come out to my house two times. He lifted the cover, said a board change would fix the problem 50% of the time. Now he say he does not have a electronics board to do the swap. Nothing is fixed. He claims it is a new spa, meaning new product to the market (which it is) and that the Bullfrog company is working on a solution because the electronic board does not work with the gecho app. Additionally, he stated that there is no time line for the fix. So, just leave it on or unplug it. He says it is a Bullfrog issue and that I need to call them. I expounded on how disappoited we were with the tub and this is where the “he can come and get it” comment comes in. He said no one wants it after you been in it, then he said exactly, “you can kiss my ass”, and proceeded to hand up on me. So, there you have it some great customer service from the Lake Guntersville Pool & Patio. AGAIN, buyer beware. Don’t buy from Lake Guntersville Pool & Patio and I would recommend not buying a Bullfrog Spa either.
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They really were great to work with before the sale. Gave me a fair price, and said that at delivery their crew would set up the hot tub completely to make sure we knew how to make everything work. When they delivered, I was not able to be home and didn’t like how it was set up. I asked about having it moved, and they said they only would do set up once. I said I understood, and would pay to have it adjusted. Three weeks, and after multiple calls, no replies from the salesman. So now I have a hot tub hanging off the side of the 2k slab I had built for it. Looks awful. Also, we had to set up the hot tub ourselves. After they delivered, they didn’t fill the tub or set anything up......they just told my wife to read the manual. Not what I was understood from the salesman....but maybe I misunderstood when he told me they filled it, set it up, and made sure we knew how to work everything. Again......we bought from them because they were great during the sales process. Had I known how unresponsive they’d be after the sale, I’d def have bought from someone closer.
Customer service is terrible, field staff however is polite and knowledgeable. They serviced my pool for the summer of 2019, it was near impossible to get them to proactively call.you. Anytime there was an issue, weather, or if they made and extra visit at my request I had to call them to find out what they found and when they would be back to fix it. The final straw was when I scheduled the closing of the pool and to have the cover installed. We set a date for September.. September came and went with no pool closing, no cover installed, and no call. I literally called, wrote a letter, and ultimately flew into town and physically went to thier store to get the service I requested rescheduled. Switched to crystal clear pools in albertville this summer and I get calls, texts... . basically good customer service..
Friendly and very knowledgeable staff, worth the drive if you’re not in the Guntersville area.
They are always very helpful. Great service!
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