Our R8 Spa was delivered and set up, including the cover, on an existing concrete pad by the delivery crew on May 10, 2017. It was not filled until May 25 when the electricians completed their work. Shortly after the initial set up we noted water on the concrete pad at the right front (as you face the spa) corner. We assumed that this was water from a factory testing process that had been discharged during the transport and set up of the spa.
When the spa was filled as directed, we began to notice water remaining at the same corner. We also noted the spa water level dropped about one inch over a weeks time, but considered the Arizona heat as a contributing factor. We then were out of town for several days and upon our return again observed water on the pad at the same corner.
On July 3, I then called the local Bullfrog Representative, Jonathan Bradford. at the Gilbert, AZ store and informed him of a possible leak issue. We had met Mr. Bradford personally several times before and he had been helpful and courteous. Mr. Bradford related he would have a service company contact me to inspect/repair the leak. As of July 12, we still had not been contacted and I left Mr. Bradford a voice mail stating that, noting also the cover part issue. Shortly thereafter Arizona Spa Technologies contacted me and their technician, first name Andrew, came to our residence twice and repaired the leak on July 17 & 18. Andrew was very competent and professional in his work. The leak emanated from a piping connection near the right front corner and required Andrew to remove and later replace a significant size piece of insulation to access the leak, which he repaired and it has not leaked since. the water level has also remained more stable.
On August 6, we drove to the Gilbert store to speak with Mr. Bradford again about our displeasure with the leak and to get information on how to obtain a replacement part for the cover locking mechanism. When the spa was installed, the delivery crew attached the cover locks to the spa body and placed one of the four corner pieces at an angle to the cover (on one of the side supporting screwed brackets). We noted this after the delivery crew had departed and did not change it so as not to put additional holes in the spa body. This corner locking piece on the cover strap subsequently broke probably due to the stress of the angle. We were going to ask how to obtain replacement parts for the cover and repair it ourselves.
Mr. Bradford was not present at the store then and we spoke to Mr. Will Christenson and informed him of the above leak issues and the spa cover part needed. An email was then sent (on August 6, 2017) to Mr. Bradford which spoke to the leak and cover part issues and included photos of these problems, which we had also showed to Mr. Christenson. The email also requested Mr. Bradford contact us at his earliest convenience to discuss these issues.
As of August 15, we still had no contact from Mr. Bradford and I then called the Gilbert store and left a voice mail requesting contact again.
At the writing of this email there still has been no contact from anyone at Bullfrog.
We are disappointed to say the least at all of the above facts and circumstances. The spa itself is very nice and appears to be working well now. Our two star rating reflects our disappointment that we paid over $10K for a spa that leaked and the lack of customer service as listed above. It is difficult for us to now recommend Bullfrog to our friends and neighbors who have seen and admired the spa. The leak problem, it can be thought, is an issue involving either design, testing, quality control or some combination thereof.
We would also note that the sides of the spa appear to be bellowing somewhat, possibly due to the Arizona Sun, and this issue may be remedied by the installation of matching screwed support brackets on the spa sides, similar to the design used to secure the front panel. Additionally, the Trio water treatment chemicals supplied with the spa left a white ring around spa after three weeks, so we discontinued their use.
Gerald & Janice Mahon