Bob's Intowne Spas — Local services in Manchester Township

I purchased a hot tub from them in 2012, making the hot tub 7 years old at the time of this writing. The sales persons, and in-shop people are all very nice, and they do have a great selection of hot tubs to choose from. One of my pumps stopped working and began to leak profusely, so i pumped the hot tub down and removed the pump. I took the pump into the store and i asked for either a replacement or a rebuild. I was told that they don't rebuild pumps, but a new one would cost about $650. This did not include labor to install, nor did it include any other appurtenances that may be required. I was also told that installation would cost about $150. I decided that i was not ready to spend $800 for a pump at that time. Then, i did some research and found the same pump online at Amazon for less than $250. I bought it, and installed it, but could not get it to run. I then hired Bob's service department to start the pump up. When i called, i told them that the pump was not working. I was told that the cost would be about $150. Note that this is the same cost as if they were installing the pump brand new, which i pointed out, along with the fact that my hot tub was already apart, so they didn't have to deal with that, either. Nope, didn't matter $150. OK. They found that a fuse was blown, replaced that and then were on their way. The tech did call me to ask where the screws were so he could put the case back together for me. when i returned his call 8 minutes later, he did not answer, presumably because he had already left the Site. When i put the cover back on, i noticed a damp spot under the pump. After receiving an invoice for $12.70 for the fuse, i called in and asked them to come look at this leak, and i pointed out that when i paid for the tech to come look at the pump, i believed that he was going to do a full start up, including making sure that it was operating properly. I was told that they would cut me a break and only charge me about $80 for someone to come back to look at it. I explained that my position was that when i paid the $150 for the start-up service, this should have been included. They stood by their belief that i called in and told them that the pump was not working and when they left, the pump was operational. I should also point out that the invoice that they sent me says "Replaced faulty fuse, and checked over spa - DONE". Obviously if this were true they would have seen the leak and fixed it while there. Instead, they left and want to charge me to come back. In the end i paid $150 for about 10 minutes or less of a tech's time to come throw in a fuse. I pointed out that i do a lot of business there, and that i will need other things in the future. Bottom line is that they do not care about customer...

I ordered a new Vita Spa's Sensation model from Bob's on January 30, 2021. There are a lot of good things about dealing with Bob's.

1. The sales person was friendly, patient with answering questions and very knowledgeable about the products.
2. I think they do a fairly large volume of business and as such have inventory arriving all the time. Due to Covid, spa manufacturers have very long lead times. In many cases over a year. Bob's is able to buffer that substantially based on the active orders they already have flowing through the manufacturers factories. We were able to get delivery May.
3. The delivery crew is top notch. Professional, pay attention to detail and are very thorough making sure that everything is set up right and that they explain all operations and chemicals thoroughly.
4. Service department is fast and the service people seem to be highly trained at diagnosing problems. Why one star? The Vita Spa Sensation hot tub we received leaked. I know these are large products that ship long distances and therefore I was willing to work with Bob's to get the leak fixed. They sent a service person over promptly when I reported the leak. He determined there was a bad part that had to be replaced. Bob's ordered the part and had it delivered and installed a day or two later. Unfortunately after waiting two days after the repair to refill the tub we found that it still leaked. Again a service tech from Bob's came out quickly, drained the tub, refilled it and said it was fixed. After being out of town for a week I returned to find the tub still leaking. Another service tech came out and confirmed there was a leak and said they would be back to fix it. That was the very last I heard from Bob's. I tried to reach the General Manager three times via very polite phone messages and when no calls were returned I stopped by to try to catch him in person to discuss the situation. He was not there and I left another message in person. The guy simply never called back so I went into the store and said I wanted to talk about initiating a refund. There were no questions asked whatso ever and they scheduled a day to pick up the tub and refunded my money. Everyone at Bob's was good but due to the lack of communications from the GM I cannot recommend that anyone do business with them. Had he simply communicated we probably could have gotten the leaks fixed but he simply would not return my calls. I would also have to give the Vita Spas brand a very low rating due to the leaks. The product quality is not on Bob's, that is on the...

ARROGANT and totally CONDESCENDING TECHNICIAN.

We had a problem with our Vita Spa and called Bob's to schedule a service call. The person we spoke with there was helpful and friendly. The technician they sent out to do the actual work however was the most arrogant technician I've ever had the displeasure of interacting with.

He drove up behind our home, went directly into the yard, started working on the hot tub and then called me ....No knock on the front door, no announcement he was there ....just a call to say hey I'm already in your yard and working. Later he called me again (I was in the house because I operate a business from home) to come out to discuss the problem. As soon as I came outside I could immediately sense his irritation and arrogance at me and our situation.

He asked me (essentially demanded to know) in a very accusatory manner why our hot tub had been set to run for two separate 6 hour filtration schedules every day. I tried to explain that this was how it had always been set since we bought our home 3 years ago and that I really didn't know any better.

He went on to RUDELY point out several other things he didn't like about the hot tub's condition (it felt to me like I had offended HIS personal hot tub...not that he was there to help us get ours operating properly again).

In the end the work was completed and the control panel was replaced (that was the main issue) and the hot tub seems to now be back in working order and I'm glad for that... I WILL NOT though EVER return to Bob's Intowne Spas for service OR products. We all deserve to be treated with respect and kindness. Not everyone is a hot tub EXPERT and technicians need to be mindful of this simple fact when they interact with customers. Talking down to people and using an attitude of CONDESCENSION IS NOT...