Wolfgang's Spa Works — Attraction in Taos

Not a good experience. Unprofessional and untrustworthy. I contacted Wolfgang’s Spa Works on October 1 and spoke with Neil. We spent an hour on the phone designing a custom built sauna for me and my family for our new home we are in the process of building. I was very excited to get the ball rolling as Neil made me feel confident they could get the job done by our completion date.

A few days later I received the first set of CAD drawings forwarded by Neil from Finnleo Saunas. After going over the drawings with my husband, I replied via email with our desired changes and a couple of questions for Neil. However, I did not receive a response.

After several weeks went by with no communication from Neil, I spoke to Wolfgang on the phone and I explained that Neil was helping me with a custom sauna and I hadn’t heard from him regarding the changes I wanted to make on the design. He said Neil was out sick and would call in few days, and that he couldn’t help me. That conversation left me feeling strange, but I continued giving this company the benefit of the doubt. I understand things happen and I believe most things can be resolved with communication, but Neil never called.

I was worried about the timeline of the project so I emailed Finnleo directly about the design changes and copied Neil on. I received an email from him the following day stating, “Hi Danielle, Our crew is overwhelmed right now and we will have to bow out of this job. I would love to just deliver this sauna but there will inevitably be enough issues that I'll have to devote someone to that job for several days and unfortunately I don't have that kind of time in our schedule.”

No apology, no remorse, no resolution. This could’ve been handled so much differently. They dropped the ball. I am so disappointed and now we have to scramble to find someone else to do this job. What a complete waste of...

Very unprofessional. My wife and I started working with Neil to get a custom Finnleo sauna installed in our new home. We had a promising consultation and 3 days later an autocad drawing from the Finnleo manufacturer with all the specs. Neil said once the drawings are approved it would take a month to get the sauna materials, and scheduling the install before our construction completion in April 2023 wouldn’t be an issue. After several phone calls that went unanswered, and emails with no response, Neil seemingly disappeared for over a month. When someone finally answered the phone, (introduced himself as Neil’s father) he said Neil wasn’t available, didn’t know when he would be available, and no one else could help make the desired changes on the design. After waiting another week we sent an email to Wolfgang’s with Finnleo copied on asking what was happening, and how to proceed. The next day Neil sends an email stating they “need to bow out of the job”. No apology, no possible alternatives, and zero customer service. If they didn’t want, or didn’t have the ability to complete the job why engage in the first place? If their schedule changed and they could no longer complete the job, why make us chase them down for a no? I have no issue with a business that can’t complete a job but why the run around? The bottom line is the team at Wolfgang’s failed to communicate and costs us a lot of unnecessary...

These guys are the best. You really don’t see customer service like this anymore. We bought a strong spa about two years ago. We had a one year warranty and unfortunately one of our pumps went out only a few days after our warranty had expired. Wolfgang honored the warranty, fixed the pump, and didn’t charge us, which I will never forget. Another time Neal came all the way out to our house in Angel Fire just to drop off a headrest to replace one that had worn out. Most recently Augustine came out to help us with an issue that turned out to be operator error and he spent over an hour with us answering every question we had and educating us on proper hot tub maintenance. He was patient, kind, and very professional. When I got the bill the $200 dollar/hr charge that I should’ve had to pay was waived and labeled “courtesy visit.” I honestly can’t say enough about Wolfgang. We would never buy a hot tub from...