Ive been a long term loyal customer of Waterworks, bought 2 of their high end spas over 20 years, have been happy with the units, but have always been frustrated with the convoluted service process they have. This last episode broke the camels back! In May, just after my current tubs warranty expired, it developed a leak, completely empty! Didnt freeze, no accident or trauma, has always been well maintained and used regularly. I called Waterworks in May, their tech came out but couldnt find the leak, so I was told they needed to bring it to their repair facility to tear out the spayed in foam insulation and expose all the pipes. Oh, by the way, that means hiring a crane to lift it over my home. Nothing is going to be cheap with this fix! I waited, called, waited, called, barely moving on their long wait list. Finally, in Sept, with temperatures starting to drop, I got desperate, called again, was told they would pick up the tub and store it until they could get to it, Id probably have it back sometime in the spring! That would be a whole year without my spa! So, I started calling around, found Alaska Spa Repair, a solo operation by a guy named Scott. He came out, found a cracked jet, ordered it, came back to install it, and only after confirming the leak was fixed properly did he send me a bill. $350 total! Absolutely professionally done, looks exactly like new.No crane, no torn out foam, quick and easy.Seems to me a competent technician from Waterworks could have done the same thing the first time they came out! They told me they have over 13,000 tubs out there, but can only service 2 at a time in their repair facility. That speaks volumes about where their priorities lie! And how about looking thoroughly for the simple fixes before suggesting a major effort that they cant even support? I think you guys can do way better at this! Sorry, Im not a complainer, but this one really got my goat.

Kevin was very helpful and despite our late arrival got us started and explained how he would follow up with an owners manual, instructions, etc.

We bought our hot tub here about 3 years ago...and were happy with every part of the process and follow ups. One big issue was that we didn’t take into consideration was the tub orientation...they helped us get the tub replaced!! We also shop here for all our supplies. Thank you!!

Absolutely AMAZING customer service. Kali was so helpful and nice. Will definitely be back

They were friendly and had the parts I needed. Was surprised, as my tub is very old and everyone else I called just tried to get me to buy a new hot tub.

The folks at Waterworks are great! We recently had a mechanical issue with our spa which rendered it inoperable. With the quarantine, this was a real bummer as we wanted to use the tub as much as possible. They scheduled a service call ASAP and had us up and running within no time! Additionally, the Waterworks staff have continued to help us maintain our spa with water care products that we can pick up curbside in Anchorage . . . or sent by courier to the Eagle River store which is closer to our house. I would highly recommend getting spa from Waterworks!

We bought a Caldera Spas hot tub in May 2020 from The Waterworks. We received GREAT customer service PRE-sale, but have come up empty handed after delivery.Our hot tub did NOT have the features we were told we would have, the hot tub leaked, and we have defective panels. We have spoke with them for months about the issues and we are being ignored.Buyers BEWARE.

We have been shopping around for a hot tub for at least 4-5 years. All of you know that a hot tub is an investment and we did not want to rush into anything. My husband shopped around town, went in and spoke with Linda, Tim and Kali 4 years ago but decided it wasnt the right time to purchase a hot tub yet.However, of all the hot tub companies in town and out of town, this family oriented business was the only business that kept in touch with my husband to keep him updated on current sales, specials, and even deals they might have.We finally took the plunge and went in to purchase a hot tub.Kalie, Linda, Tim, Steve the electrician and their delivery/installation technicians...Were JUST AWESOME!The process from the beginning to the end was seamless, easy, professional and absolutely wonderful!We would absolutely recommend them to ANYONE. They are willing to work and help with each of their customers. This is what a great family business looks like AND they are local, so makes purchasing locally and in our state a HUGE plus for us.Thanks to ALL the people at THE WATERWORKS-SPAS & SAUNAS.We are so pleased with our new investment.

I purchased my Highlife Vanguard NXT from The Waterworks almost 3 years ago, and I also get my ongoing chemicals from them. They are extremely helpful and have great customer service, and call back quickly. I would highly recommend The Waterworks and their helpful polite staff. They are very timely about making any needed service calls which I really appreciate since I am a daily user. I wouldnt use any other company for my hottub needs.

A++ Customer Service!Everyone weve encountered at The Waterworks (from Kali, to Linda, to Tim to Taylor and more) has gone out of their way to make us feel welcome. Prior to purchasing, we knew nothing of the hot tub world, but The Waterworks has done an phenomenal job educating us on purchasing and caring for our first hot tub. Water care can be a bit tricky but taking the water care class helped immensely to get us started on the right foot. Along the way there have been questions about water care and each time weve called or dropped by the store, every person weve spoken to has been so knowledgeable and helpful.Within weeks of purchasing, there was an issue with a faulty breaker. Not only was Linda a gem in troubleshooting issues with us over the weekend, but to top it off, Tim came out on a holiday weekend to make it right. They easily could have asked us to wait until after the holiday but they make it right, within hours. Additionally Tim followed up on it via phone two days later. This company should be the poster child for A++ Customer Service!We love our hot tub and have used it almost every day since purchase. So, the only thing were wondering now is: Why didnt we buy one sooner?!

Best place in town for hot tubs or saunas! Theyve been around since the 70s! Family owned and operated. Alaskas hot water experts.

Great service!I happened to check our 16 year old outdoor hot tub one bitter cold Friday in early January, 2020. Ice was forming on the top, the water was cold to the touch and within hours it would be completely frozen, cracked and wrecked. We had purchased it from Waterworks in 2004. I did what I could to fix it but nothing worked.I went to the store just as it opened to ask if they had any ideas on what I could do.Linda, the owner, was a terrific help. She set me up with a hot tub emergency survival kit (a submersible heating element and small heater to keep the mechanical parts warm) and set up an urgent appointment for repair. I went home and set it up.The technicians, Justin and Lucas, arrived several hours later that same day, and in the darkening -17F cold, quickly diagnosed a blown relay switch on the circuit board - which was preventing the hot tub heating element from working. (It was so cold that one technician did little but hold a small heat blower near the other’s hands so he could work). They didn’t have the exact replacement in the truck so they drove back to the office immediately and got it, replaced the bad relay and completed the repairs that same afternoon.That’s superb service! It saved our hot tub. Having a hot tub in a state where it gets really cold can be dicey. You need good support and people that stand by their products. I cannot say enough good things about Waterworks!

Purchased hot tub from waterworks in Jan 2020. Linda was very knowable and very helpful. Tim did the initial inspection of the placement of the hot tub. Little mishap during delivery but was corrected. We have enjoyed the hot tub almost everyday.

We’ve owned our waterworks Hot Tub for four years and still love it

Great company to deal with. Shelfs are almost always stocked with the supplies you need for maintenance. Once in 4 years they didnt have one item I needed but came in the following week. The staff is very knowledgeable from the sales team, maintenance team and the supply staff. Very prompt even when warranty work was involved.

This place should be your first choice! Everyone I have spoken with has been so helpful getting me started on hot tub care. I appreciate the extra time I was given explaining the basics. Thank you!

Great products, but service after purchase is terrible. Very rude customer service.

My hot tub never got fixed. It also didnt come from them. I bought it used. Just wish they would let me throw money at the problem and fix it or take mine away and sell me a new one. They do have a great selection and they staff work hard to please.

Would love to have one.

Trish at the Eagle River location has been EXCEEDINGLY friendly and helpful!!! She finds out answers for us when she doesnt know them. We also spoke with Tom/Tim (cant remember his name) the other night and he was super knowledgeable about the problem we were having with our spa.Thank you Trish for your help and friendliness!!

Your service tech consultant was excellent in customer service skills! My only difficulties - as being an absentee owner - was not getting to speak to service techs at or after times of service completion. I live to far away to drive to property at service times. I did appreciate the detailed service reports after work completion. I do and will highly recommend your service department. Thanks!

A wide variety of Spas, Saunas, and Massage chairs. Very welcoming customer service and has something for every buyer!

We have had nothing but the very best Service with Tim and Linda and their staff. We just received our second Tub from them and looking forward to another many years of great service.I would not purchase any other tub from any one else.

Thank you to the friendly staff that helped me find my way over for my tattoo. Especially the kind man with the dog who was outside at the front!

I inherited a hot tub with my new home. Waterworks had installed it several years back. They have been very helpful and patient with this new owner with ongoing Hot Tub 101 class, support and supplies. Couldnt have kept it clean and running well without them. Thanks.

I love the hottub I received from Waterworks but the customer service leaves a little to be improved. My hottub is paid for but delivery was delayed due to the 4th of July falling in the middle of the week instead of on the weekend. I received it on the 8th of July instead. When I did get it the steps I paid for were not delivered with it even tho I saw the same tub and steps in both locations. It is now the end of September and numerous trips enquriring about the steps have not gotten me the steps I paid for. The ones I have are gray in color when I have a sandstone colored tub. I just want what I paid for.

Rarely have we been left feeling so disgusted, cheated, lied to, and treated without respect as with the Waterworks Spas business. We have no clue how a business can survive with this kind of ethics.We have a quite substantial bill in our hands for services we have not received. We were told that a repair person was sent to fix stuff they didnt fix (found out from someone at waterworks that this repair person was not qualified to do a service call due to inexperience), charged for service calls they didnt need to make, of which they said they were told to make the calls, but were not authorized by us, etc., etc.in short, we are definitely not going to continue our business relationship with this undeserving company, and would advise anyone considering doing business with them to avoid doing so.

We just spent an hour with These folks and I know I’m not looking any further. They have been in business a long time and there’s a reason why, that reason gets my dollar.

Staff are courteous and responsive to meeting our hot tub needs. Items are sent and received in a timely manner.

My man Jeremy & his dad Don Called 5 months ago they came out to look at my hot tub said it was the heater $600.00 late fixed that after 2 weeks👎🏻 that night out again.. Called back they came back out said it was the power scream said had to order this part. Wated 3 more weeks came out to fix again they put in another heater👎🏻👎🏻 Tryed to charge us $700.00 $100.00 more than last time... told the guy it was not the heater it was the power screen... He left like going to lunch never came back left the part.. Called the next day got passed around to the hole office then went to a recording to leave a message I did several times that week in the next week talk to a more live person after a couple weeks they tried to figure it out and they still didnt I still dont have a hot tub that works and now that it been cold my whole hot tub is now trash because of the cold frozen pipes!!!!! They people suck really bad they are thieves that only care about selling a new tub...

Everyone in your organization no matter the location has always been helpful & courteous.

Love the tub. Love the service.

It is almost a month to have our rub repaired. I have talked to Linda and the repair person so did my husband.we been told that there is only one service,man .I wish we had not bought our tub there.

Great people friendly service

Staff has been extremely most especially Michelle and Jeremy (hope I got the names right)

On time, quick + efficient

Always friendly service

Very informative and helpful

Friendly staff

Bought a hot tub April 2020. Panels were wonky. It took Waterworks several months to come out for an inspection, but they stated it was a warranty issue and theyd replace them.April/May 2021 and the replacement panels installed.Noticed last month one of the panels failed like before. I called and spoke with a customer service rep a few weeks ago to setup ANOTHER service on the warrantied item, but have yet to get a call back for scheduling.Customer service here is an absolute joke. I wish Id NEVER given them a penny of my money. Between their bait and switch at the sale (selling us a hot tub with BT speakers built in, but finding out AFTER delivery that the music PLAYER part isnt included and is available for purchase for $1,000), the multiple failures when calling for appointments and their techs no call no show, to the current issue...STAY AWAY FROM HERE!