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Hawkeye Spas Manufacturing Complaint - Hawkeye Spas - Defective Product - Spa Hot Tub
Spa Hot Tub - Complaint
RICHMOND, VIRGINIA -- If your 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 cant hold water or be turned on and a $415 repair bill which Hawkeye was suppose to re-imburse me for.
I have filed a dispute with my credit card company and a complaint with The Virgina 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.
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 cant hold water or be turned on and a $415 repair bill which Hawkeye was suppose to re-imburse me for.
I have filed a dispute with my credit card company and a complaint with The Virgina 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.
Company Response:
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.
Comments:
Posted by Leela on 2007-02-21:
Thanks for the heads up!
I agree that a purchase such as a hot tub should be made locally.
I agree that a purchase such as a hot tub should be made locally.
Posted by jimb03 on 2007-07-31:
I should have heeded scottg's advice (2/21/07)re: Hawkeye Mfg.
His story is quite similar as to what has happened to me. I waited over seven weeks for a hot tub from Hawkeye which was promised to be delivered in four weeks. I contacted my credit card company to place the item in dispute after not receiving the merchandise by the promised date. Then two weeks later Hawkeye wanted to deliver the tub which I refused. Now I am waiting for a refund from them which they are taking their good old time in doing. I have reported them to the Better Business Bureau in Richmond, VA to which they also have ignored repeated requests to resolve this matter. My only warning to those who are considering purchasing a hot tub from this shady operation is BUYER BEWARE! I really regret that I read scottg's warning sooner! My advice to others considering doing business with this company is to do your homework before buying from traveling snake oil medicine shows like Hawkeye Mfg. puts on in various cities!
His story is quite similar as to what has happened to me. I waited over seven weeks for a hot tub from Hawkeye which was promised to be delivered in four weeks. I contacted my credit card company to place the item in dispute after not receiving the merchandise by the promised date. Then two weeks later Hawkeye wanted to deliver the tub which I refused. Now I am waiting for a refund from them which they are taking their good old time in doing. I have reported them to the Better Business Bureau in Richmond, VA to which they also have ignored repeated requests to resolve this matter. My only warning to those who are considering purchasing a hot tub from this shady operation is BUYER BEWARE! I really regret that I read scottg's warning sooner! My advice to others considering doing business with this company is to do your homework before buying from traveling snake oil medicine shows like Hawkeye Mfg. puts on in various cities!
Posted by hotmilk400 on 2007-08-30:
DONT BUY ANYTHING FROM HAWKEYE SPAS. OUR HOTTUB BROKE IN 1 YEAR AND THEY WONT STAND BEHIND WARRINTY!! THEY SAID THEY WOULD FIX IT, BUT IT HAS BEEN OVER 3 MONTHS, AND THEY WONT DO ANYTHING ABOUT IT!!! WE ARE GETTING A LAWER!!!!
After 7 weeks, they said there was NO warrenty now. but there is a 3 year warrenty, i have it IN MY HANDS!!!
WE are currently filing a complaint with the consumer protection agency and the better business bureau. WOULD NEVER HAVE PURCHASED FROM THEM IF WE HAD KNOWN THEY WERE NOT AN HONEST BUSINESS
After 7 weeks, they said there was NO warrenty now. but there is a 3 year warrenty, i have it IN MY HANDS!!!
WE are currently filing a complaint with the consumer protection agency and the better business bureau. WOULD NEVER HAVE PURCHASED FROM THEM IF WE HAD KNOWN THEY WERE NOT AN HONEST BUSINESS
Posted by RTS on 2007-12-13:
Wow, doesn't sound like the same company I have delt with, and continue to buy from. I now own my third Hawkeye hot tub and couldn't be more thrilled. Everyone from sales, to delevery, to service has treated me like royality. The service dept. has even talked me out of a "out of warranty" service call by telling me what was wrong, and how to fix it.......then calling me back after a few days to check on the repair. I happen to live in Richmond Va....The same city they are made, and based on my dealings with Hawkeye, I will never buy another brand!!
Posted by scottg on 2007-12-14:
your 3rd hot tub? what are you like 90 years old or do they break every 2 -3 years and you have to get a new one? Who goes out of there way to find these complaints, set up a user account and posts suck amazingly positive feedback? They treated you like royalty? PLEASE! If you didnt lay it on so thick I may have given you the benfit of the doubt but your clearly a Hawkeye employee so try spending less time making up fake blogs and do a better job servicing your legion of pissed off customers!
Posted by veryverypissedoff on 2009-10-30:
Just came up on this and just wanted to add something. HAWKEYE IS THE BIGGEST PIECE OF CRAP I HAVE EVER OWNED CLOSE THE THE FORD EXPLORER. Anyways I bought the tub and it after a few months started getting hair line cracks I called the company and they told me that i needed to get them fix on my own they couldnt do anything about it. The heater went out then the spa controll pack. SO I bought one of those. Then the pump went then the other one so I had to replave thoses as well. ANYONE WANTING TO BUY A SPA STAY THE HECK AWAY FROM HAWKEYE SPAS.
Posted by btdt68 on 2010-07-28:
I used to work for Hawkeye years ago. DO NOT BUY FROM THEM! They know whats wrong with the spa before they send it out but send it anyway because they need the money so badly. One time a batch of bad spas went out and the phone wouldnt stop ringing! No the manager nor the owner wanted to talk to these angry folks. They would pass along some "cock and bull" story to the customers in hopes that they are that stupid. They blame everyone else for their problems but their own. Ohhh and the creditors call as often as the angry customers. Once the landlord had to stop by several times in order to get his past due rent. The manager would hid from him by working at another location and having someone tell him that she has the checkbook and we dont know when she is coming back. I mean, the list goes on. Dont even get me started on illegal immigrants working there!
Posted by nancy on 2011-05-19:
i bought a spa we have been it only 1 time it had a lot of things wrong with it we contacted the manufacturing and they have build us a new one now they tell us we have to wait till they have a delivery in our area[when someone purches one]before we get it well that could take up to 1 month to???? in the mean time i have to pay for something i don't have. we love our spa and we bought it due to some health problems we have it not doing us much good if we can't use it now
Posted by Chris R on 2012-01-08:
We have to replace a very old spa and considered hawkers spas as our repair man said we should consider. We made plans with a sales rep to visit their site. We arrived a little late, but it didn't matter. The guy never showed up to meet with us. There was no one there to answer the door, despite ringing a buzzer and knocking, we were ignored. We found out later the GM had closed the shop for the Holidays, but no one told us. The place was a pit by the way. Not impressed.
Posted by LARRYM on 2012-03-31:
We bought a tub from Hawkeye about 5 yrs ago. Same issues, they were several weeks late. I was having a deck built around the tub and this held up the contractor, and by the time I finally got the tub the contractor was unavailable. They had bubble wrapped the tub before the stain had dried. The fix, they sent me a can of stain and told me to take care of it. Then I had a few jets that were bad, and it was like pulling teeth to get new jets. They told me that the jets were not covered under the warranty, but that this time they would "do me a favor" and give me some jets. Then I had another issue a few years later and the Hawkeye service rep came to my house, and then he told me the jets "were" covered under warranty, and replaced a bunch more. Every time I needed to call them or go to the warehouse it was nothing but a pain, and they were very rude and acted as if I was bothering them. Not the kind of customer service I expected for spending as muich money as I did.
Posted by Henry Radcliffe on 2012-04-05:
These guys are gutless .Dont go to a show they have and sign anything.I got ripped off 1900.00 and can not get my money back. I found a person who sells there products in NY for 2000-3000 less then they sell it for at a so called spa show and sale.The people at Hawkeye are the worst I have ever delt with at the shows they put off they are the best of class in the industry.I hope they all go to H--- for the way they rip hard working americans out of ther hard earned money.Hawkeye you have not herd the last of me.I will tornado your future shows.
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