We recently purchased a shuffle board table, spa and had Viscount re-felt our pool table - over $8000 total. When our spa was delivered one of the valves wasn't working. I was told a service person would come take a look. After not hearing anything for a couple of days I called the store and was told the part was on order. Two weeks later I called to follow up and was told the part was still on back order. We purchased a spa that is made in Michigan thinking it would be easy to get parts/services. Our salesperson, Jeff, said just because the valve wasn't working was no reason to be upset, overall the tub was working. We finally called the manufacturer ourselves and found out the part was on the shelf and they had never received an order. They sent it to the store and someone came out to repair. Once the part was installed, he was ready to leave and when we asked him to turn on the spa to make sure it was fixed, we found out it was not and another part had to be ordered. A couple of weeks later we found a leak and this time we went straight to the manufacturer who gave us the name of their repair service. They came out within two days and repaired the leak ... and had to correct the repair Viscount did.
In addition, when we ordered the shuffle board I wanted to purchase a bowling pin set they had on sale. I was told they were on back-order but I could pay up front to get the sale price and they would let me know when the shipment came in. This was on 3/16/2011 and to date, 6/6/2011, the bowling pins have still not come in. I have called to follow up every couple of weeks and keep getting the same story -"" they are due in this week"". I asked for a refund since it was taking so long but was told that since it was a' special order' they won't refund my money - remember this was not a special order, they were out of stock. They also said a book with instructions/shuffle board rules would come with the table. When it wasn't with the table, we were told that people in the store take them all the time so we could download the rules from the internet.
If we can't get any satisfactory customer service after spending over $8000, I would hate to see what type of service other customers receive.
I have told everyone I know not to purchase anything, not even pool/spa chemicals from Viscount. They do not deserve our hard-earned money.