Sundance Spas
Reviews and Complaints

We bought a brand new sundance spa in sept 2019 since than everything has torn up pumps, waterfall, speakers, bluetooth, now the heater is out and it is bowed out on the outside.

Their is one person that uses it we are 2 adults and don't have teenagers or kids in it and it is a lemon it is a piece of crap! I want it picked up and our money back while it's still under the warranty because as soon as it is up I can imagine it will all tear up again.

Bought brand new Sept 2019 and since than everything has torn up regardless it has been covered under the warranty and our pool company has done everything they can to fix it asap the warranty will be up soon I've called customer service and complained about this spa being a lemon.

The waterfall has messed up, 2 pumps, the speakers, Bluetooth, the company sent new pillows that dry rotted, the outside of it is bowing out, heater has gone out now and we have to wait 2 weeks for a new one (about just in time before warranty is up)

It is under warranty I called and asked months ago about replacing it and them taking it back.

There is two people in this home and was bought after someone being in a wreck we had a different one before this and never had all these problems.

The inside is slippery, and there are no kids or teenagers that have used this it is one person. Normally and has had one problem after the next I demand they respond or I am going and copy and pasting all the problems from my pool co woth proof online to Facebook, Instagram, Twitter where ever sundance tries to sell this junk I want it picked up and my money back so we can buy another decent hot tub.

I have this spa and since I’ve had the spa, I’ve purchased the annual Sun Spa 2.0 app Wi-Fi subscription several months ago and it hasn’t worked since I paid for it. I called customer service last week and was on hold for 20 minutes to talk to the ONE customer service person (she said she is the only one handling calls) to find out that the app is not working and it will be another two months before it works. I asked for a refund and was told I couldn’t have a refund, which I entirely disagree with.

Installed hot tub and after filling and running the pumps the spa had F1 error open on digital read out. Called dealer told us that it could be. A airlock turn pumps on and off. This did not work. Cleaned filter this did not work either. When F-1 reading the spa heater would not work. This reading would only come on in low pump. It could close the flow switch. Could not get repair man because the trip was to far , 94 miles. We had a brand new hot tub that did not work. Finally a salesman thought maybe a kinked hose. Could not see any, but further looking we found a kinked hose near the drain. When manufacturing the spa the hose was to long so they bent it to fit the drain hole. Pic attached. We took all panels out to reposition the hose. I hope quality control will pick up on this. I am thankful I have husband for a repairman.

2/2/22

Called to make an appointment for repairs to my Sundance Spa. The closest service center is 2 hours away and charging in excess of $100.00/hour travel time (that's before they even address the issue (which I'm more than willing to pay for) but a total of 4 hours travel time? I don't think so.

Let me ask a question of those reading this post, should a company be allowed to sell within a given geographical area but not offer service within that area?

This product is outside of the warranty by 2 years (I get that,) and willing to pay for my service call as noted. But to absorb travel time because a local representative / service group that previously represented Sundance no longer does shouldn't leave their customers with the cost to bring in a group (in this case, a whole different State) to service their product.

I failed to ask the service people what they would have done regarding travel time if I were still within the warranty? I may be wrong, but I suspect I'd still have to pay for travel.

We have a 2 year old Sundance Spa and the circuit board already has stopped working. We notified our dealer November 28, 2021 and they said our board was still under warranty. We just now after received notice, 12/28/21 our board has finally arrived and that you informed them board is not covered under warranty . We Cannot believe you now only warrant a circuit board for two years, not 3 as on your website! How convenient this board goes out just after the two year warranty ended. This is our second Sundance spa, and we never had to replace the circuit board on a 25 year old Hottub. Your product is no longer a quality product. Plus your customer service is terrible. Twice when we complained, yes sorry your customer service, you listen to customers complaints, we were hung on up. I did not cuss. Was I angry, you betcha, but did not raise my voice. I said I would make sure My friends and family know Sundance no longer sales quality products and now reduces time of warranty. They cut me off and hung up. Believe me when I say will make sure to tell my friends and family to never buy a Sundance. You change your warranties and your products no longer are of quality. I no know you will not stand by your product and will give the song and dance your circuit board, a circuit board, the hub of controlling your Hottub is only covered 2 years now. So sorry about your luck. How we have been treated thus far, you could care less about customer satisfaction. This is not the dealership problem this is a problem with the service of Sundance Spas and the quality of your spas.

We purchased a Sundance Spa in 2005 and another one exactly the same model CAPRI in 2009. The 2009 model has had two circulating pumps replaces, the pillows replaced twice and now the mother board is out. It will cost over 600.00 to have it replaced. Our original spa bought in 2006 has had none of these issues. Sundance maintains we are out of warranty so the repair is on us. I will never purchase this product again nor will I recommend the brand. Very disappointed in Sundance. Our dealer no longer carries the spas and so the closest tech is FOUR hours way.

Sundance Spas has no concern for their customer's satisfaction. I ordered a Certa spa from my local dealer on May 28, 2011. Today is July 22, 2011 and still have not received delivery. The sales person quoted a lead time of 4-6 weeks, but after waiting six seeks we were told the factory sent the wrong color spa. The dealer said they could place a rush order and we will have the correct color in three weeks. Well three weeks have passed and still no spa. I have contacted the dealer and Sundance, and neither can gave me a firm delivery date. Sundance would only say they have no control over their dealers and that the spa "should" ship next week. I expressed my dissatisfaction with the answers I have received, as well as the exceptionally long wait, and Sundance offered no concern, not even an apology. I will be sure to follow-up here to let everyone know when the spa finally arrives and how it operates. For now, all I can say is find a spa manufacturer that is concerned for their customer's satisfaction. Sundance is not a customer oriented company.

Tina D
Clarks Summit, PA

We purchased a Sundance Spa Maxxus 880 back in 2005. This spa was supposed to be the top of the line that this store dealt with. The spa cost was a little over $10, 000, which I had no problem with paying if it is a superior product, as I like to believe that you get what you pay for. The day the spa was delivered we immediately noticed that a side panel was damaged. We called the store and explained the problem to them, and they got a repair person out within about a week and a half. Then after the first year or so of use, we noticed that the knobs were starting to turn a green color, when they were supposed to be gray. I contacted The Great Escape and they arranged for us to get these knobs replaced at no charge. So not long after talking with them they were out to fix the problem right away. Then a few months later we noticed that the pillows that are on the corners of the spa to serve as a head rest, were starting to peel really bad. The problem kept getting worse and worse as time went on. So we called again to get these replaced and were told by the salesman at The Great Escape that these would be covered under warranty. In the end we had to pay out of pocket to have these replaced. I asked Sundance Spas directly what they thought could be causing this peeling problem, and they did give a straight answer, they just kept reminding us that these pillows were not under warranty.

Meanwhile we notice that a trim piece on the stairs to get into the hot tub had fallen off. We were told that the stairs were not under warranty either, and it was suggested that we use some strong water proof glue to put this piece back in place. I did exactly as they suggested, and that help up for about a week. by the end of that season about 3 or 4 pieces had fallen off of the stairs, thus making them very unsafe to use.

Then about a year and a half ago we noticed that a couple (not all of them) knobs were starting to turn to a green color again. We contacted them again to have these replaced, and they stated that they would not replace them free of charge because they already did replace them once, and they insisted that the reason these were turning green was because of the chemicals being used in the spa. If that were true then why did only a couple of the knobs turn green and not all of them? The other issue I have with that, is the fact that we have only used the exact chemicals that we were suggested to use by The Great Escape. Regardless of the cost we always used their recommended brand, and type of chemicals.

So because of the fact that they are not standing behind their product I refuse to purchase these knobs again, as I don't want them to get any of my business. We are also having the same problem with the pillows peeling once again, and like before they refuse to do anything about it. I will never buy another Sundance product again! Not only would I not recommend them to anyone else, I make it a point to tell everyone I know about what a low quality, over priced product Sundance makes. I try my best to get the word out there, so people don't get suckered in to buying these sub standard quality products.

I was (past tense WAS) a repair technician off and on for 20 years for Sundance Spas/Jacuzzi Bath. In February 2008 I did a warranty repair for them and submitted an invoice for payment. As of August 2008 I have not been paid, I have been unsuccessful in contacting anyone there. Everyone hides behind their voice mail and will not return my phone calls. I have also mailed and faxed the invoice several times. It would really be nice if someone there had the courtesy - and courage- to return my phone calls.

Sundance Spas in Monterey, Salinas, and Hollister, California. Our Sundance spa stopped operating and the motor would just hum instead of running the pump to operate the spa jets. I phoned the store and was redirected to a service operation. I phoned them and described exactly what was wrong with the unit. I took a day off from work to wait for their service technician. When the repair man arrived the following week he had no replacement parts on the truck and said he would have to order a new motor and pump. Fourteen days later I phone to ask when the repair person would be coming back to actually do the repair. I was told they did not know and would not know until the pump arrived. They said it could take as long as 4 months to get the replacement motor and pump in at the store. When I ordered the hot tub I had asked the store manager what was the worst case for waiting for parts if something broke and I was told two weeks. If I order a new hot tub I can get one in 2 weeks so the parts are available at the factory for new customers, they just choose not to stock parts for their existing customers. Next time I would buy a cheaper hot tub as the long warranty just means they hold their customers hostage for a longer amount of time. Bruce

Monterey, California Click this link to e-mail the message author: Email User

Hi,

We noticed that this was on the web, and would like you to remove this. The service man was fired and no longer works for us. We were never contacted concerning this complaint. We feel like this is unfair to our business. We do take care of our customers.

For further info please contact us if you have more questions.

Ph. [protected]

Thanks,

Steve Adair