RICHMOND, VIRGINIA -- We bought our Hawkeye Spa at a local home show and fell in love with it. After about 18 months, with 18 months left on our warranty, the pump went bad. I called the company twice and got no one, only a recording. Finally after a third call a guy named ** called me back. When I told him about my problem he said it wasn't under warranty. Only problem was at this point he hadn't asked when we bought it. Upon letting him know that, he agreed it was under warranty. He then said I had to complete a Work Pre-Authorization which I did and had back to him in 8 minutes. I thought that someone would contact us and after a few weeks we heard nothing.
So I started trying to call them again and after 4 calls this time, I finally had a local Spa Repairman call them and they called him right back in about 5 minutes. He explained who he was calling for (me) and ** told him that we had not completed the form. The repairman explained that he was looking at the form at that moment. Then ** said they would get a pump sent out. 1 month later, no pump, no call back, no one will return my emails. I replaced the pump anyway because we want to use our hot tub. Now, I will be willing to join any class action in the future to get my money back. I wouldn't do business if these people were the last hot tub people on Earth.
RICHMOND, VIRGINIA -- Bought hot tub at a show. The guys all talked a good game. Paid more for this spa than a spa we were about to buy from another company, about 3K more. Mainly, because of the "great warranty", because of the way it was built (according to the salesman). Several things were not very good, after they had my money. The customer service is horrible. The guy treats you like you are an idiot, and that you are bothering him. Rude, rude, rude!!
I have been enjoying my spa, after getting by all the crap (after purchasing), but I realize that the warranty is probably not any good, and for sure, the customer service is horrible. I had to learn how to fix the problems myself early on, because if became obvious that, once they had my money, they were pretty much going to be absent. I cannot in good conscience recommend this company.
RICHMOND, VIRGINIA -- Purchased Aug. 2007 for $6,600. Before delivery local Hawkeye dealer tried to skip town w/ my $3K down payment. Finally got delivery and installation. Since that time, tub has never performed for more than 3 consecutive months without breaking down. Since local dealer skipped I had to hire and pay for repairs. Total tab thus far... 17 repair trips here in less than 2 years, total repairs $1,700. I have all the repair orders to prove it.
While Hawkeye at the beginning did reimburse me $700 toward some repairs, this tub is a lemon if there ever was one. This is a NEW TUB!! I've spent more time under it than in it. Jets leaked water and shorted out the motor. Lever to control waterfall fell out of the wall. Heater stopped working. Hawkeye has been sending parts all the while as I repeatedly called repairmen to install them. Then when the part doesn't work Hawkeye always blames my repairman.
Sent me a new motor, had repairman install, 2 weeks later low speed pump blew and a week after that the high speed motor blew. It also is leaking underneath from 3 different areas. Apparently this is exactly how a Hawkeye hot tub is supposed to perform according to **.
They also blamed me because the pipes froze - well only because the jet leak dripped water down a wire into the motor and shorted it out. Gets very cold in WI very fast but Hawkeye has blamed everyone but Hawkeye. Now they've offered to rebuild it if I pay shipping - another $1,500. These people are nuts. I'm going to put out MORE money??? Not on your life - DON'T BUY HAWKEYE.
They build a cheap, flimsy hot tub and don't stand behind it. My local hot tub dealers here say that Hawkeye's warranty is also well below warranties offered for these products by other manufacturers!! Save your $$$ and look elsewhere!!
RICHMOND, VIRGINIA -- If you're considering purchasing a hot tub from Hawkeye Manufacturing http://www.hawkeyemfg.com/ you should read my experience first: I purchased a $3k hot tub from them online back in September 2006. After approx 7 weeks I got a call from the freight company saying they have a spa to deliver. The truck showed up with only 1 guy who could not unload the 400LB hot tub. I had to reschedule delivery and take time off from work to help this guy unload the hot tub.
Once the spa was unwrapped I noticed damage on 2 sides of the shell. When I mentioned this to Hawkeye they told me to file a claim with the freight company or pay them for replacement panels. For all I know this damage was caused in the factory and not by the freight company. In my opinion Hawkeye should just send the new panels and deal with the freight company (who they hired).
Once I filled the hot tub with water I noticed 3 large leaks coming from underneath. Water was leaking out of the pump and one of the jets. Within a matter of hours it had completely drained itself and left large puddles on my floor. Since it was "Under Warranty" Hawkeye sent a local tech out to fix the tub. The tech charged me $415 and could not fix the hot tub. (Hawkeye complained about the $415 service fee even though they were the ones who recommended that particular tech.) The tech also noticed that the spa could not even be turned on because the circuit board was fried.
It has now been 6 months and I have never used the spa. I have a $3k hot tub that cannot hold water or be turned on and a $415 repair bill which Hawkeye was supposed to reimburse me for. I have filed a dispute with my credit card company and a complaint with The Virginia Better Business Bureau. Hopefully I can get all my money back and purchase a new hot tub from a local provider. In my opinion you should think twice before buying a spa over the internet and check the BBB records of the company you wish to purchase it from. I found the quality and service of Hawkeye to be very poor and would not recommend them.
As the customer has stated, he did receive a spa that may have been damaged by a shipping company and yes he did pay a charge to local service company for a service call. What he hasn't told you is that we have already picked the spa up from his house, and he has received his money back for the unit. We have also agreed to reimburse him for the service call charge that was made to determine what the problem was with the unit. What he also failed to tell you is that when the service company showed up to his house, they verified that he had installed the spa incorrectly and connected the incoming power supply to the circuit board improperly. Never the less, the spa has been picked up by one of our dealers and we have been informed that it is operating perfectly in his shop. Again, the exterior may have been damaged during delivery by the freight company and we were happy to take care of that and make it right it under any circumstances however the customer does need to notify the carrier of the situation as verification of the claim. That would have been a three minute phone call that the customer had to make but apparently didn't want to. Now I could post all of the foul language emails that I have received from day one from the customer but I feel that the situation has been handled and should just be ended. I am sorry that the customer did not receive his order in perfect condition and will state again that we have picked the spa up and he has received his money back.
RICHMOND, VIRGINIA -- We purchased the Spa in October of 2011. We have loved it and had no issue with it... until this past three months. We have an issue with the filter being "stuck" "vapor locked" in the unit. Even after turning power off the filter won't release. I have called, emailed, faxed... called, emailed, faxed until I am blue in the face... their voice mail system is useless you leave messages that go un-returned or you get a message -- "This voicemail box is not set up, don't leave a message - it will not be returned..." Then there is a beep to leave a message. You CANNOT get a live body to speak with.
I finally, today 5/21/13 pressed #14 and got a live body who was short, snappy, not friendly at all... was not at all helpful to transfer me to a tech who could help... Only, that our spa was out of warranty and I would have to call a spa place to have them service it and pay for it myself. I made a comment about how bad I felt I was treated over these last 3 months. His comment was "Well, we just went to a new phone system, and we are busy I have had 5 calls come in while I am speaking to you." Couldn't have cared any less...
Memorial Weekend is now upon us we are having company and we still do not have the spa up and running, due to Hawkeye Mfg's downright hateful and neglectful attitude. NOT ONCE since we purchased, has anyone from the sales/customer service department even called to see if we liked the spa, had any questions/concerns... We like the spa... used it daily... BUT HAWKEYE MFG/SPA folks get a big ZERO on their Customer Service. Thank you.
BEAVER COUNTY, PENNSYLVANIA -- We have owned our Hawkeye Spa for several years now. We purchased it online and it was delivered by a trucking company. There were no problems with the delivery or installation. To date we have replaced nearly every major part of the hot tub. Both motors have been replaced as well as the colored changing light we paid extra for when the hot tub was new. The power pack went bad the first year and was replaced under warranty as well as the cracked face portion of the push button control area. Even though we kept the cabinet well stained the removable panel where the motors are located is now deteriorating as well as the steps.
We have on many occasions found floating jets in the hot tub as well as in the filter, by the way the plastic filter enclosure has been replaced as well as the 2 neck pillows our spa came with. The 2nd motor was just replaced last weekend and had been broken for the past 2 years. That motor has been discontinued by its manufacturer and since an alternate motor is not available we purchased it used off of Craigslist and it works perfectly for now. We also just replaced the cover for the 2nd time and switched to a SpaCap cover which so far we are totally pleased with... check them out as the cover is very different from conventional foam covers and very easy to use.
I can say we have not had any problems with the acrylic surface of the spa and it looks like it did when it was new. Our hot tub has been well maintained and the chemicals managed at least weekly since we have owned the spa but the repairs have been numerous regardless of its care. We stopped contacting Hawkeye customer service for assistance a few years ago because we really didn't get much satisfaction from them when we did call and our warranty is no longer in effect.
I did do my homework when we purchased the hot tub new and Hawkeye was a highly rated company at that time. At the moment we are enjoying our hot tub in complete working order but who can say how long this will last!!
After extensive remodeling after a fire we decided to treat ourselves to a new deck, glass slider, and a spa. Our local 5 state fair in Massachusetts always had many dealers so we looked them all over and decided upon Hawkeye because they were the only company that made a small spa with safety handles on the inside of it. We have had the spa for four winters now and we are still as thrilled to use it now as we were the first time.
Our local dealer delivered the spa on time and without incident. After I hooked it up and had the building inspector sign off on the electrical installation (not a job for the non-technical) we fired it up, waited for the temp to come up and jumped in and we have been smiling ever since.
The dealer we selected at the fair was 21st Century Pools in Chickope, Mass. They told us what we needed to do to have a quality installation and we followed their directions. Anyone foolish enough to attempt to do the 50 amp 220 VAC electrical hookup without knowing what they are doing should not expect the manufacturer or the dealer to fix their burnt up controller.
We bought our Hawkeye hot tub in 2000. The tub has worked like a champ until just a few days ago when the pack crapped out on us. But since the life of the pack is 8-10 years, that was to be expected. My only complaint is that right away I noticed sub-par craftsmanship on the construction of the frame. I'm an amateur carpenter and it seemed like the interior frame was constructed by people who didn't know how to use a tape measure or a nail gun. That being said, the frame is probably the least important part of the whole package, its main purpose being purely cosmetic.
We purchased a Hawkeye Ambassador for our new Mountain Lodge at Beech Mountain, NC last year and have been so very impressed with the quality of service and the unit's operation especially during the winter months. It has really been an outstanding and relaxing experience after a day of winter sports! We had a challenge with our speakers and Hawkeye sent us the replacement speakers the next day! Now that is Customer Service at its finest! We call them frequently to ask basic questions and they are always attentive, courteous and focused on our specific challenge! An excellent product and excellence service makes all of the difference!
Bought our spa this past year at a sale here in town. We had been looking around at several other brands, Caldera, Hot Springs, Sundance... We went to this show and spoke to one of their sales reps who was very informative. We hadn't planned on buying one, but the price we negotiated was thousands less than anything else comparable we had looked at thus far.
We had it delivered 2 days later. The delivery guys were great and even came back a few weeks later to move the spa where we wanted it. It's been a little over 6 months now and honestly we've had no issues other than my kids had messed with the settings and it stopped heating for a few days. I called Hawkeye and one of the guys in their service dept. walked me through how to change the settings back to where it would heat. I would definitely recommend this product to anyone looking for a quality hot tub at an affordable price.