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Friendly and warm place. Always happy to answer my silly questions as a new spa owner. Always seem to have exactly what I am there for.
We were very excited at the prospect of getting a hot tub so we went to Lifestyle Outdoor. Though we could find the same model of Jacuzzi we ended up purchasing (and we bought a more high end model) for much cheaper online, the salespeople (who were great), warned us there can be problems with these things and their level of service is so much higher than we'll get elsewhere we really should pay the premium with them.
Unfortunately for us, we got a lemon - which is not at all their fault. In the first year, the heater broke, the display went out, and now we have a leak in the waterfall.
The service level we were promised is non-existent. There have been multiple occasions where we've called and received no response, both my wife and I. Once we finally got a tech out for the most recent problem, it was discovered we needed another part for another failure. We were told the part would arrive in 7 to 10 business days and they would contact us.
After two weeks of no update, we called to inquire about progress as the tub has been leaking out totally in about 3 days. We were told the part had arrived already and they had "called and texted" (they had not. Phone records are easy to pull up online and don't lie). They then informed us that, though this was covered by warranty, the labor was not and we are out $150 to have a second person come and move the hot tub. When we stated our displeasure, keep in mind - no yelling as I know how hard that job can be- we were hung up on.
When we called the store back and not the service line, the service rep called back to apologize. The owner of the store then called and told us there was nothing he could do. He had zero interest in providing any level of service any different than we would receive had we not bought from them.
In conclusion: Don't waste your money. Find the tub you want and then buy online for cheaper.
In the days of e-commerce, service is the only real differentiation. Unfortunately, though the sales guys are really nice and the one owner, Jeff, was great when we had our first problem, this service isn't worth the extra spend.
Edit: To add to the wonderful experience - right after I posted these reviews Lifestyle Outdoor actually took to my company customer service portal to post the attached. I haven't been "rude" to anyone. I haven't yelled, sworn, or really done anything except share the experience, all the truth, I've had with their business.
Edit #2: Since I wrote this review, Jeff, the real owner, called me to try and bully me into taking down the review. I told him, calmly, as I yell at no one and don't swear (I live a very public life as seen as a business owner - I don't have time for this sort of thing). I told Jeff I'd be happy to remove the reviews once the Hot Tub was fixed four days later when we had scheduled a service call and paid for it. I don't have time for this stuff and don't want negative reviews up (as seen in my profile). He sent the attached email threatening me again. I just wanted them to fix the tub so I can move on somewhere else. His counter review, written today, is simply false.
If I had to do it again, I'd just buy it online. I don't have any negative reviews about anything. I don't want to be involved in this. I'm tired of being bullied by these guys.
I hope this is the end of it, but I doubt it will be. I'll never contact them or write anything about them again. If they continue to harass me in any way, I'll simply share it here.
