: This is also my first Spa. Before buying I too spent hours researching different
: tubs and looking at various models. The spa that I chose was the
: 811 Spa from Hawkeye. The dimensions are
: 8 feet by 11 feet (thus the name 811), and I believe it is their biggest spa.
: This model has four distinct therapy seats with a
: volcano jet in the center for feet jets for each
: seat, a waterfall and four other seats with multiple jets. The
: "therapy collars" on two of the seats are nice
: and yes they do cradle you into the seat. I bought this directly
: from the manufacturer, but we had problems from the outset. The communication
: was very bad from Hawkeye's side.
: I went to a promo they held in my town
: and bought the spa on the final day of their four-day event. The sales people
: assured me that they could store my spa since I explained that I was adding onto
: my house and my deck (where the spa was to be located) hadn't been built
: yet. "NO PROBLEM" they said, "WE CAN STORE YOUR SPA AT OUR MANUFACTURING
: FACILITY IN RICHMOND VIRGINA" until you are ready for it. They also wrote down
: the serial number of the spa on my sales slip in order to make sure that I got the exact same spa.
: Needless to say when the deck was finished, and it was time to get the spa,
: Hawkeye told me that they had sold my spa to someone else.
: They then informed me that their sales people should never have told me they
: store spas for customers, because they have never done that. Can you imagine a company
: that doesn't know what its sales people are promising customers?
: In order to rectify the problem, Hawkeye built me a new spa that was
: a duplicat of my original purchase. They delivered the spa, but they had to
: rent a backhoe to lift it onto my deck. They asked if I would pay
: for the backhoe rental (which I refused) and then they asked if I would
: pay half of the backhoe rental (which I again refused) because the purchase
: included delivery and installation, so they paid the
: full $450 dollars for the backhoe rental. The installation went fine, but the
: installers were in a hurry to get back on the road to Richmond, and they left
: all of their trash and packing material in my back yard form me to pick-up and dispose.
: Nice "touch of class" don't you think?
: This company has EXTREMELY POOR Customers Service, and here is why I feel this way:
: Two weeks after turning on the spa, the on/off control button for one of
: the fountain jets broke. YEP folks you are reading that right, two weeks
: and a control on/off valve has already broken, rendering my spa inoperable. But wait,
: theirs more to come in this story. I called Hawkeye immediately in order to have
: them fix my problem only to find that a repair guy they told me would call in two days
: never called.
: A gentlemen by the name of "Nathan" at Hawkeye, even suggested that since it would
: take them at least another week more to get a second repair guy, I might want to go and
: find my own repair guy, have my repair guy call Hawkeye to see if they can certify him
: to fix my spa! WOW, WHAT CUSTOMER SERVICE!!! Imagine asking your customers to go
: and find their own repairman to fix Hawkeye's problem! Unbelievable!
: Basically this is a warning to ALL POTENTIAL CUSTOMERS of Hawkeye spas.
: THEY HAVE LITTLE IF NO CUSTOMER SUPPORT AFTER THE SALE!!!
: They used the excuse that this was a busy time of year for spa repair guys, and that is why
: it is taking longer for them to repair my warranted spa!
: This is a business model that will not stand the test of time, and I for one would
: recommend to the CEO of Hawkeye that satisfied customers bring in MORE sales,
: not FEWER sales.
: Dissatisfied customers will cost you sales and ultimately your business. I for one,
: am a dissatisfied customer on how this company's quality control and customer satisfaction
: issues are addressed, if at all. You certainly don't expect something to break two weeks
: after it is used for the first time.
: I too plan to post another review at xxxxx.com and I agree with another customer that xxxxx should drop the star rating below a two or three until their customer service record improves. Customer support is key to a company’s survival, it’s too bad that the folks at Hawkeye Spas don’t understand this.
Hawkeye Spa Owner