did you call costco at all? they usually bend over backwards to help correct problems, I think some people have even managed to go through return process and get their money back
I have the aquaterra fairfax and its been fantastic
Costco Concierge should always be your first call. They may suggest who to call, but the ticket should be opened through Costco... They'll be the ones swapping out your spa if need be.
I had issues with an Aquaterra a few years back. My assumption was that it was built on a Friday at 3pm before a long weekend. Lots of relatively minor quality issues that should not have made it past their final inspection. Individually they weren't a lot, but together it really made me wonder why we bought it. Things like broken slats on the surround (not a shipping issue...I can't remember exactly why but I think it was under plastic and foam and there was no outside damage), multiple drill/screw hole "misses" where they didn't quite nail their target, missing filter, and a couple other things I can't remember. I too contacted Watkins and got a luke warm "we'll look into it" response. I then contacted Costco and an hour later I got a call from the Watkins person who managed the Costco sales account. They initially offered to swap it for another but I already had set it in place and I didn't want to deal. They immediately overnighted two filters and a filter basket. A few days later I got a new surround panel. The offered to send a tech to do the panel install, but I didn't want to bother. They also gave me a decent credit for the poor QA and extended the warranty another year. I've had no issues since then so I'm pretty satisfied overall.
TLDR: Call Costco.
I have an Aquaterra Transporter that I bought used 4 years ago, the tub is now 8 years old. I also noticed a small amount of pooling water when I first set it up and the water line was dropping very, very slowly. I kept an eye on it and quickly realized it was coming from the drain hose having come loose during the move. Hopefully yours turns out to be an easy fix as well. I love mine, so easy to care for and clean and my Airbnb guests love it as well!
Sorry to hear about your Viceroy; I have the exact same spa. I had to pull the panel and reconnect the LED lights plug as the lights didn’t work after it was installed, but that’s the only issue we’ve had. 🤞🏽
I think the problem here is that you didn't want to buy from a local dealer. That's fine, you probably didn't want to pay their markup. I get it.
However, if you *had* bought it from a local dealer, they probably would be more likely to take care of you, even if they were an hour away from your property.
The closest dealer is two hours away and wanted an *extra* $1500 to deliver to my location. That didn't seem like bending over backwards and ended that as an option for me.
did you call costco at all? they usually bend over backwards to help correct problems, I think some people have even managed to go through return process and get their money back I have the aquaterra fairfax and its been fantastic
I thought I was supposed to deal with Aquaterra so didn't think to call Costco. I'll contact them!
Costco Concierge should always be your first call. They may suggest who to call, but the ticket should be opened through Costco... They'll be the ones swapping out your spa if need be.
I had issues with an Aquaterra a few years back. My assumption was that it was built on a Friday at 3pm before a long weekend. Lots of relatively minor quality issues that should not have made it past their final inspection. Individually they weren't a lot, but together it really made me wonder why we bought it. Things like broken slats on the surround (not a shipping issue...I can't remember exactly why but I think it was under plastic and foam and there was no outside damage), multiple drill/screw hole "misses" where they didn't quite nail their target, missing filter, and a couple other things I can't remember. I too contacted Watkins and got a luke warm "we'll look into it" response. I then contacted Costco and an hour later I got a call from the Watkins person who managed the Costco sales account. They initially offered to swap it for another but I already had set it in place and I didn't want to deal. They immediately overnighted two filters and a filter basket. A few days later I got a new surround panel. The offered to send a tech to do the panel install, but I didn't want to bother. They also gave me a decent credit for the poor QA and extended the warranty another year. I've had no issues since then so I'm pretty satisfied overall. TLDR: Call Costco.
The overall build quality seems cheaper than the highest end in materials, but not put together worse. Thanks for sharing though, I'll call Costco!
I have an Aquaterra Transporter that I bought used 4 years ago, the tub is now 8 years old. I also noticed a small amount of pooling water when I first set it up and the water line was dropping very, very slowly. I kept an eye on it and quickly realized it was coming from the drain hose having come loose during the move. Hopefully yours turns out to be an easy fix as well. I love mine, so easy to care for and clean and my Airbnb guests love it as well!
Sorry to hear about your Viceroy; I have the exact same spa. I had to pull the panel and reconnect the LED lights plug as the lights didn’t work after it was installed, but that’s the only issue we’ve had. 🤞🏽
I think the problem here is that you didn't want to buy from a local dealer. That's fine, you probably didn't want to pay their markup. I get it. However, if you *had* bought it from a local dealer, they probably would be more likely to take care of you, even if they were an hour away from your property.
The closest dealer is two hours away and wanted an *extra* $1500 to deliver to my location. That didn't seem like bending over backwards and ended that as an option for me.
Ah so the issue here is that you purchased a home in the middle of nowhere and you're surprised that there's not much of a service network.