I can tell you about my experience with Gulf Coast Spas.
We purchased a Rotunda model in March '04, on June 15th, 2004 I emptied the tub to clean it out and refill it. I noticed a small crack in the floor, and also the tubing had turned orange, and the attachment where the garden hose hooks up to the drain broke off after one use (I was gentle with it too).
I called the customer service number, and was told that I never registered my tub, which I did online. Then they told me I had to take pictures of the problems and E-Mail them to them so they could review them. I thought this was strange considering their website says they are #1 in customer service, and that if you have any problems they will send out a technician IMMEDIATELY.
Anyway, I e-mailed the pictures and called a few days later, and was told they never received the E-Mail. So I sent then again. This time they said they got them and they had to be reviewed, and then they had to go to a committee to decide the proper course of action.
Now fast forward to the 4th of July weekend, I call to find out the status, and they have no account for me on the computer, after complaining for a few minutes the guy tells me to hold on, and comes back telling me they are going to replace my spa. I asked him how he knew if I'm not in the computer, he couldn't even know where to send it, they don't have my address. To which he replied "Well you sent the information in right?" so I knew he was full of BS.
OK....stay with me..I know its long winded, but this is truly a Customer Service nightmare. My wife and I called many times trying to talk to a manager named Lelani, who was never able to come to the phone. I if you dont believe me, try calling the customer service # and ask for her a few times before you decide to buy a spa from them. Any way she finally sent us an e-mail saying she NEVER has time to talk on the phone and we should contact her by E-mail. Great customer service manager right? She dosn't have 1 min to call us after all this trouble?
Well I can tell you it is now 6:55 PM on July 19th. and after many e-mails to Lelani,I still dont have my replacement tub. The girl I bought it from, out of a warehouse, got sick and went out of business. Supposedly my tub was shipped on July 9th to a guy in PA. I live in NJ. Now if it ever gets there I'm gonna have to pay him to deliver and take the old one out.
If anyone out there dosn't believe me, I have all the e-mails, and very unprofessional replies we received for proof. Like I said try calling and talking to a manager. We even asked to talk to someone above the Customer Service manager, and was told they didn't know who was above her.
Anyway, sorry to go on a rant like that, but I just thought everyone here should know that the tub was fine while it was working, but if anything goes wrong, forget about getting ANY customer service from Gulf Coast Spas. Like other posters have said, "you get what you pay for, including customer service"
Oh, and by the way, we DID file a complaint with the Better Business Bureau.
Beware Gulf Coast Spas,