Premium Wholesale Home & Leisure reviews and complaints

We purchased a hot tub from this company. It was a twilight series spa. They boasted that this was a chemical free spa which really appealed to us. We have had a hot tub for over 10 years but we wanted to upgrade so that is why we switched. Everything went fine until the summer. The tub started to overheat and would go to 106 degrees-110 degrees we have it set at 103. The tub became soupy and had a very musty smell. We changed the water lasted 3-4 days and started to smell and become soupy. We called Home & Leisure and no one returned our phone calls. After leaving 3 messages we went into the store. They tried to tell us it was water chemistry and that we should buy all this product and new filters. We were given paperwork on lithium use/the do's &don'ts by Jessica a salesperson there. We left there $500 lighter in our wallets! (new filters and chemicals!) We changed the water, put the new filters in and balanced with chemicals. 3-4 days later the water turned soupy and smelly again. We tried to call again left 3-4 more messages no one called us back. We went down there again and they tried to sell more product and asked for a water sample. We did not buy any more product but did return with a water sample. The sample showed no phosphates and the pH level was perfect. We asked for a technician to come out to check the tub to find out the reason for all this. No one called to set up an appt. We then receive a call from Melanie who supposedly is the technician to see if the hot tub has fixed itself? We go into complain to the owner Christian who tells us that Jessica (who is not a technician) will come out the following day and assess and that Melanie told them we were not willing to pay for a service call and that is why she never called back. Melanie never mentioned anything to us about paying for a service call!Jessica comes out and tells us that the hot tub is overheating and that Melanie will be out next Friday. Jessica leaves us a floating chlorinator to fix the problem and tells us that we need to purchase phosphate package to elimnate the phosphate that is growing in our tub before it gets out of control. She also takes one of the tubs jets as it is not working properly. We hear back from Melanie that she is not coming out but to turn the hot tub down to 98 degrees and it should fix itself. The hot tub is not usable. The water stinks and is soupy. I have medical reasons that I need to use this tub.Premium will not return our phone calls or fix the problem. I do not want this tub anymore I want them to pick it up and give us our money back! DO NOT buy a hot tub from this place-they are quick to take your money and ignore you when you have a problem.

We agree that Mr. & Mrs. Jakupi's initial complaint was about the water in their spa.

After several attempts to assist them here at the store with free water testing and water care training they continued to experience problems with cloudy water. Although not covered under warranty, we sent out our water care specialist free of charge to determine the problem. Once there it was discovered that the customer had adjusted the top side settings so that it was not filtering properly.

The correct settings were input and this was demonstrated to Mrs. Jakupi. Free chemicals and a floater were left with the customer to keep them satisfied.

Mr. Jakupi phoned the following week as he was not present during the house visit with Mrs. Jakupi. He refused to believe the problems that they were experiencing were due to improper programming and demanded a service visit that very day. We explained to the customer that there was no need for service at this time but if they wanted to pay a trip charge for a Non-service/Non-warrantied issue we would be more than willing to come out again. Of course, if a problem with the actual product was found this would then be covered and repaired free of charge under the warranty and its terms.

The customer never contacted our service department again and we assumed the issues were solved with a simple programming correction. If you are still experiencing difficulties we are here to help.