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About 6 months ago my lights went out on my brand new spa, so I called for help. The service guys that came out were great, only problem is the wrong part was ordered several times. Then when the part was re-ordered, I was told it was sent to another customer so I had to wait again for a part. Over the course of the next 3-4 months, I had 4 service appointments to the house with no luck of a fix. For all kinds of reasons, and excuses. I was told several times that the parts were there when the service call was scheduled, only to be sitting at my house waiting for the service guy to show up and then they never did. Why you ask…… Black pine scheduled the service appointment 3 times before the parts were actually there. I was never called to be notified of moving the appointment. I had to call and ask the obvious.
I will update this post if I receive anything or hear anything. #feelingdisrespected
I have also spoke with staff twice and said they would contact the right person and call me but that never happened either.
I have a simple service issue. I have left detailed messages that my control panel says my heater is dry. I’m sure it’s a simple fix if they would just return my voice messages.
I saw them at the fair again, I think they want the big commission sales and are not focusing on after sale service.
Was 5 stars now 2 stars. ;(
I have called 5 times in 2 weeks with no calls back. The last call I even told them I’m going to call the manager and leave my negative experience in a review if I don’t get a call back and still no call back.
The deliverymen (Jesus and Marvin) not only showed up on time on Camano Island, but brought the pieces into the house and helped my husband assemble the sauna in about an hour. This was way above and beyond the call of duty and I give Black Pine the highest rating for such great service. In addition, the sauna works great, keeping my husband warm while he waits for the propane to arrive! Thank you Black Pine!
They offer great deals and offer install deals include with hot tub purchases except for rewiring your house for a hot tub. They do offer services for extra to get wiring installed. There selection is limited to a few brands though.
Upon the final service appointment, Alex had promised an apologetic care package of items as an apology for the hassle I had been through for the past 6 months. But…. when the service person showed up he had nothing, and was not aware of any such thing. He called Alex and quickly called me back saying she “forgot” and was sending it out that day…….to this day….. 3 weeks later, nothing.
***UPDATE***
Maybe the original company sold out to a new owner I don’t know. Service sucks here.
Awesome place. Great prices and service
I do not normally complain about much, but I have to express my major disappointment with the service I received over a pretty simple lighting issue. I am a very patient person that completely understands that there can be some issues finding a solution to a problem, but when promises are made and then broken with no correspondence or apology, it unnerves me to feel very disrespected and un-valued as a customer that just spent roughly 20K on a hot tub and gazebo by the time all the install and electrical were finished.
Black Pine Hot Tubs Swim Spas Saunas Billiards is a US General Contractor based in Edmonds, Washington. Black Pine Hot Tubs Swim Spas Saunas Billiards is located at 7711 Lake Ballinger Way, Edmonds, WA 98026, USA.
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