Hot Tub and Spa
Brand Reviews

Why did you decide to get a spa?
For relaxation.

Does your spa live up to all expectations?
Yes, except for the small problems and dealer support (detailed below).

How long have you owned your spa?
8 months

What do you like best?
The depth of the tub, the open seating, and the footwell jets are the features I like best. The overall "hot tub" experience is awesome.

Is there anything about your spa you don't like?
Lots of small problems, terrible dealer support (detailed below).

What might you change if you had to "do it all over"?
I would have purchased from a different dealer.

Is there anything you're sorry you left out?
A think I would have enjoyed a lounger. Wet testing is great, but you don't really know what you'll like and dislike until you get the tub.

Are there any features you now feel aren't necessary?
The waterfall.

What do you get out of your spa?
A great way to set my troubles aside. It's great after playing softball or working out.

Overall I do enjoy this tub, but cannot recommend it because of all of the small problems I've had and the absolutely horrible dealer support from Van Dorn Pools & Spas in Baltimore. Here's a list of the problems I've had in the 8 months I've owned the spa and the dealer response:

1) Pump 2 did not work on initial startup.
Dealer response: Van Dorn did come out the next day and get the tub working. I called them 3 times to ask what the problem was and they didn't return any of my calls. As a first time tub owner I wanted to make sure that I hadn't done something wrong on initial startup.

2) 1 jet keeps popping out. I fixed this on my own.

3) 1 jet became "stuck" in the off position. I fixed this on my own.

4) 1 rotating jet does not always rotate.
Dealer response: see item 6

5) 2 air buttons became "stuck" in the on position
Dealer response: see item 6

6) The diverter valve became "stuck" and the handle broke
Dealer response: I did not bother putting in a call for items 4 and 5 until the diverter valve problem. I placed a call for all of the 3 above issues. They called me back after 2 days and I explained all 3 problems. I also explained how to get into my back yard (it's not difficult, but it's also not obvious). They said since it wasn't an emergency that they would be out in a few days. I waited 10 days and still nothing. I called back and left messages the next 2 days. These messages were ignored. Then problem # 7 happened. Continued below....

7) The tub stopped working with a "watchdog" error
...I called again for the 3rd straight day (2 weeks after calling in the original problems), someone actually answered the phone. She apologized and said she was new and would get back to me. She called me back quickly and said that they had been out 7 days ago, but could not get into the back yard. ARGHHHH!!! I'm willing to ignore the fact that I left instructions on how to get into the yard, but COULD YOU AT LEAST HAVE CALLED ME!!!!!!! After calming down I explained the situation (non-working tub) and the previous 3 problems. She said someone would be out the next day. The next day someone did come out and the watchdog error was gone and the tub was working. Did they fix the original problems? Of course not! I gave them a few more days since they had taken my broken diverter valve handle and I thought maybe they were just waiting for a replacement part. After a few days, I started calling again. I left on average 2 messages each week that were ignored. Finally, I had to contact Jacuzzi Premium corporate. They somehow lit a fire under them because 2 days later I came home and my diverter valve was fixed and the broken handle replaced. Did they fix the air buttons or the rotating jet (part of the original problems? Of course not! Did they ever call me back during this whole mess? Of course not! In the end it took over 2 months for them to fix the diverter valve.

The moral of the story:

NEVER EVER DO BUSINESS WITH VAN DORN POOLS AND SPAS IN BALTIMORE!!!!