I am not sure about why folks are complaining about customer service. We live in Niagara On The Lake & I called this company on one of the coldest days of the year. I got a phone call before the end of business day Friday and the technician Umer came on a Saturday morning to fix my $18,000 spa. He was so diligent that he stayed until everything was running properly. I will most definitely recommend my family and friends to deal with this company.