My husband and I visited Sierra Nevada Spas (from now on I'll refer to them as SNS) in Carson City to look at hot tubs (spas). We were cordially greeted by Sherrie ?who referred to herself as the "bookkeeper", but quickly showed us how well informed about her products she truly was. My husband is 6'6" tall -- and she promptly steered us away from a spa that just wouldn't meet our needs -- she stated he'd be "sitting in a puddle"! We were sold on her and the spa she suggested (even though it was $5,000 more than we had originally intended on spending). We enjoyed her sense of humor. Several visits later, we "sealed the deal", gave a 1/2 down payment (in check), and got a contract stating what we'd need to do. The electrical seemed to be the sticky part -- she elaborated and gave us all the information (including a booklet of specs) we'd need to insure that they would install the hot tub. That should have been my 1st Customer Service red flag -- "to insure that they would install the hot tub"... not because of our safety, or code, etc. We found an electrician (referral from our landscape architect). My husband even brought over our electrician to talk with her, and go over the details of wiring, boxes, etc. When our electrician finished the job (according to their written specs), we called to arrange delivery and final payment. This is where the customer service wheels fell off! After talking with a few people at SNS, we were connected with Doug. Doug was clearly having a bad day. He grilled us about the electrical, he then said he'd have to get his other installer to come as he was an installer short. He then said we would need 3 additional men to assist with unloading their spa. !!! We looked at the contract -- yes, we'd need 3 men if there were unusual circumstances such as -- couldn't get truck close to unloading zone, etc. We explained to Doug several times our fence was down, we own a 1/2 acre yard with no landscaping (new home), and easy truck-access to the deck -- flip the spa to an angle -- and my husband and their installer could unload it. Doug wouldn't hear of it. He became more and more agitated, repeating about the contract we signed, the 3 men, etc. The impression that my husband and I got from Doug: he was doing us a HUGE favor by delivering our spa. Mmmm, we thought we were the customer. At this point, my husband and I were ready to tell Doug exactly what he could do with his spa. But we persisted. Doug was going to have to "hire temporary help"... etc etc. We could not understand why he was so intractable. At any rate, a few hours later, our worries diminished when the installer (named EJ -- who was wonderfully professional) drove up, zoomed around to the back of our property, backed up to the deck, tilted the spa trailer, and voila! Spa on deck. Mmm, really easy! Another man came with him, who quickly drove away -- he wasn't needed! EJ said it was one of the easiest installations he had done -- due to the easy access to our deck. That the electrical was fine, etc. He mentioned that Doug "may be under a lot of pressure". EJ then patiently showed us how to work the spa. How to test the chemicals. What temp to keep it at. What to do with the cover. How to clean it, etc etc. Wow -- was he the ultimate professional. We gave him the final payment in a check. Thanks, EJ! To close, they do sell a great product. We love our Hamilton -- it was worth the money. The sale went smoothly. The installation (by EJ) was perfect. We love relaxing in it under the stars each night! However, the delivery arrangements were horrific -- and needless. Our advice to you before delivery -- ask Doug to perform a site inspection. For a $9,000 sale -- if they had done that, we wouldn't have had to deal with rude.