Infinity Spas
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Category: Services
Contact Information
United States
infinityspas.net
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Infinity Spas Reviews
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November 21, 2008
Not holding up to warranty
Infinity spas went out of business and is no longer holding up to the customers warranty on their spas. We purchased our spa in April at Costco, AndCostco is taking care of the warranty issues. Thank God they are doing what is right for their customers!! For costco warranty issues for infinity spas call 800-955-2292
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November 20, 2008
Non-delivery of supplies
November 4, 2008: placed on-line order for replacement filters and chemicals. The $74.98 charge posted to my credit card Nov 5. To date (Nov 20, or more than 10 full business days later) I've neither heard nor seen anything -- not even an order confirmation.
Nov 18, 4:13 p.m. An e-mail sent to [email protected] (the "email us" address on the main web page) bounced with a mailer-daemon notice of a "permanent error" and "your mail was administratively denied."
Nov 19: called 1-877-897-7493 (note: this toll free number connects to the same recordings as 1-423-547-5100, the number on the web page). I followed the menu options for shipping status for parts and supplies and then listened to a recorded loop while waiting for someone to pick up. After more than 29 minutes the recording switched to a statement that they were closed and to call back during business hours, even though it still 30 minutes before close of the stated business hours.
Nov 20, I very patiently and repeatedly tried to reach a human at various extensions and call-menu options and finally did -- but he told me I had the wrong extension, that I needed an extension for on-line sales. He gave those as x123, 124 and 203. But I had no luck getting a human response at any of them, nor at several other extensions.
On October 13 and 14, 2008, when I called for technical help with my new spa, I had no problem reaching humans. One helpful person, Doug, even e-mailed me a technical procedure for clearing an airlock. So I e-mailed Doug immediately after the first e-mail (Nov 18) bounced. No response yet and I wonder whether he is still there because the automated calling feature to reach people at Infinity allows you to spell names; when I spell Doug's name (both first and last), it doesn't recognize the name.
All this led me to abandon hope of actually receiving the supplies I ordered from Infinity. Fortunately, having paid by credit card, I was able to dispute the charge for failure to deliver the product and be credited what I paid.
The credit card rep took careful note of my repeated efforts to try to contact InfinitySpas so as to resolve the problem. They appreciate if not require a reasonable time to await the delivery (5 to 7 business days is typical, said the credit card rep) and reasonable efforts to contact the merchant. What I did here more than satisfied the rep and he credited my account.
In writing this I tried once more to call, this time choosing the menu options for existing warranty claims -- the same extension that Doug and another person answered promptly October 13 and 14. After 8 minutes 52 seconds on hold, hearing the same recorded loop, I gave up for good. |
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October 26, 2008
Don't Pay There Service Providers
These guys are a real piece of work. We have been doing the service for them for over 2 years now. They are always behind on there payments. We cut then off due to nonpayment. What was there response, re-dispatch all the work orders to another company and we have yet to hear anything about payment.
Terrible business practices, total idiots.
Heres a few numbers for ya to call if you can't get thru the 1-800 number. Being one of there service providers, I have access to people emails and so forth.
OWNER OF INFINITY SPAS: Dave Hatley
EMAIL: [email protected]
Customer Service: Robin Davis
EMAIL: [email protected]
Dispatch Manager: Jason Henery
Email: [email protected]
Direct Line: 423-547-5131
Try that if you can't get thru with the 1-800 Number.
Good luck folks. |
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October 4, 2008
Awful company
I unfortunately used to work for Infinity Spas for a couple of years. I am being completely honest when I state these facts. It is a very crooked company that takes advantage of consumers, especially consumers that do not follow up on their purchases. I know for a fact that a lot of the spas that are being sold especially to COSTCO are being advertised as new, but are refurbished spas. There is a warehouse about 15 miles from the Infinity Spas factory in Johnson City, TN that stores nothing but refurbished spas. Most of which are sold on EBAY as new spas. On a few instances, I know that some customers were shipped a different cheaper model spa, than what they originally purchased. When the consumer would call into the customer service department asking why the spa looked differently than what is advertised we were directed to tell the consumer that the designs were changed a bit and it was indeed still the same spa. Some consumers with major issues were put off and told that their warranties did not cover the problems, when they indeed did. On the Incredible Hot Tubs website a 5.5KW heater is advertised to be installed on the spas, when only a 4.0KW heater is used. But the customer is being charged for a 5.5KW heater. The owners of the company try to use scare tactics to intimidate other local dealers because they state the facts about how Infinity Spas misleads and lies to consumers. If you do a little bit of searching online you will see how Infinity Spas bought out Key's Backyard in Texas. These poor people that worked for Key's were not given much of a notice at all before the owner shut down the Texas factory and brought everything up to Tennessee, where the Main factory is. In some cases the company is holding paychecks from employees that used to work in Texas facility for some reason. There are legal actions being taken on that issue. Its also a fact that almost all of Infinity Spas online Dealers as well as Absolute Tan which also sells their spas is ran by the owners family members. Its a huge monopoly!!! Speaking of monopoly, if you go to Infinity Spas website:www.Infinityspas.com, you will notice a Link at the bottom of the page that says Poolandsparatings.com(An Independent Spa rating agency). This SO-CALLED independent spa rating agency is owned and controlled by Infinity Spas. It even states on the website that it is an independently owned agency! ITS A BOLD FACED LIE!!! If you click it you will notice that Infinity Spas has an all 10 rating across the board!!! This is such a laugh and should be illegal. It does also have other spas rated as 10's, just to try and throw off the viewer so that they will think it is legit. There is no Independent agency that rates spas, well except for the one that INFINITY SPAS owns. This is a very bad and crooked company and it disgusts me to have been employed by them and to also know that they are taking thousands of people for sometimes over $10, 000 for some spas. The product is not worth the headache of having to put up with such crooked individuals. There is a lot more dirt on this company that I would love to post but I am not because I do not have the physical proof in my hands to back it up, even though I know its very very true. Take the advice of a former employee of Infinity Spas, think before you buy.
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September 17, 2008
Scam and cheating
Purchase of hot tub May 2008. At Empire Building Materials Leesport, Pennsylvania After about two months I noticed that it seemed the hot tub was loosing water. I at first attributed this to splashing, evaporation etc. On August 12, 2008 I noticed it lost several inches of water in a few hours, After removing the side panel it was obvious that the tub was leaking. Water was visually dripping under the hot tub in several places. After using mirrors and flashlights I finally spotted a crack in the hot tub shell where water was dripping. I could hear other dripping as well.
Call#1 August 13, 2008 Called Empire Building Materials (610-926-0500) and talked with a man, I explain the situation, he told me that it would be covered under warranty they would have a technician look at it and if he could not fix it they would get the factory involved. He said he will have the service person call me back. No one called.
Call #2 August 15, 2008 Called Empire Building Materials Sherry answered the phone, I explained the situation, She said she will call Bill on his cell phone and have him call me back.
Call #3 August 15, 2008 Bill calls back, I explain the situation. He describes several repair options, I express my concern that the hot tub is only three months old and leaks already. He agrees that I have a rightful concern. He explains that if he comes out I would have to pay for a service call and any repairs that he would do. He suggests that I call the manufacturer for warranty authorization.
Call #4 August 15, 2008 I call 1-877-897-7493 Infinity Spas After holding for 15 minutes I am cut off.
Call #5 August 15, 2008 I call Empire Building Materials I spoke with Cindy and explained the situation and asked if she could help. She said she would check into it and get back to me. She didn’t.
Call #6 August 18, 2005 I called Empire Building Materials and spoke with Cindy. She said she spoke with the warehouse and would have the technician Ryan call me.
Call#7 August 19, 2008 I spoke with the technician Ryan and explained the situation. He explained that it is $65.00 per hour for him to come out to check it, plus any repairs that he would make. When he found out that it is only three months old he said for warranty service I would have to work with the factory Infinity Spas. He explains that they are hard to get a hold of by hone.
Call#8 August 19, 2008 I call Infinity Spas after being on hold for 43 minutes I talk with a man named Scott, I explain the situation. He says he will have a technician call back. He doesn’t.
Call #9 August 22, 2008 I call Infinity Spas and talk with Debbie Cash. I explained the situation. She said she will put me in the computer and that she needed the serial number of the unit. In the mean time she will have someone get back to me.
Call#10 August 25, 2008 I call Infinity Spas and left voice mail for Debbie Cash containing the serial number of our hot tub. I asked for her to give me a call back with an update.
Call#11 and 12 August 25, 2008 Left two more messages
Call#13 August 26, 2008 I called Infinity Spas and left a voice mail message for Debbie Cash to call back, she didn’t.
Call #14 August 27, 2008 I called Infinity Spas and spoke with Anthony in existing warranty claims. I again explain the situation. He explains that someone will come out Tuesday or Wednesday of next week.
Call #15 August 28, 2008 Steve from Infinity Spas calls me back and asks me to take pictures of the damaged area and email them to This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
He also provides me with an incident number. I take pictures and email them August 29, 2008
Call #16 September 2, 2008 I call Infinity Spas I was on hold a long time and then was cut off. I call back and leave voice mail for them to call me back, they didn’t.
Call #17 September 4, 2008 I call Infinity Spas and spoke with David. He said he would look at the pictures and call me back in a day or two. He didn’t.
Call#18 September 5, 2008 I call Infinity Spas and spoke with Kevin. She said that she will pull the pictures and get back to me. She doesn’t.
Call #19 September 8, 2008 I call Infinity Spas and leave voicemail for a manager to call me back. No one does.
Call#20 September 8, 2008 I call Empire Building Materials and spoke with Rick Hartman and Sherry asking for their help. They said they would get back to me.
Call #21 September 9, 2008 I called Empire Building Materials talked with Mike. I explained the situation and gave him the customer number and incident number.
Call#22 September 9, 2008 I called Infinity Spas and asked for a manager, I was transferred to a mailbox that was not yet initialized and could not accept messages.
Call#23 September 9, 2008 I called Infinity Spas was on hold 15 minutes. I gave up and left a message for Debbie Cash to call me back with the managers name. She didn’t.
Call #24 September 9, 2008 I called Infinity Spas and talked with a man named Anthony, I asked for a manager and that I don’t be sent to a dead mailbox. I finally got Jason (Extension 134) identified as the “Center Manager”. Jason said they send the pictures to the local dealer to look at and if the hot tub is cracked they replace it. I explained that I can barely make heads or tails of the pictures so how are they going to get anything from it? He finally agreed to send out a technician and said he would call back within 48 hours. He didn’t.
Call #25 September 11, 2008 I call 877-897-7493 extension 134 someone picks up and says “what’s up?” when I speak they hang up. I call back to extension 134, no one answers and it goes to a message that says “this mailbox is not initialized and cannot take messages” I call back and use the company directory to find Jason. I am connected with Jason Henry, he explains that there are three Jason’s and that I want Jason Crawford. He transfers my call. Jason Crawford is confused and says that he had trouble finding a technician to check the hot tub. He says he will have someone call me tomorrow.
Call# 26 September 12, 2008 Bill Gallow calls me, and says he is not in the office but will call me September 15th to set up an appointment to check the hot tub. He doesn’t.
Call #27 September 16, 2008 I call Bill Gallows’ cell phone 484-955-9374 no one answers so I leave a message for him to call back.
Think twice before you purchase an Infinity Spa, I hope that someday this gets resolved.
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