I have been trying to resolve an order for a cover for our hot tub for months. Each time I called or faxed, I got no satisfaction. We were in the process of moving and I explained to more than one service rep that I needed the cover the closing of the sale of our home in Canterbury. Each time I called, I was told that I would get a call back, but never did. Because we were so involved in our move, days passed before I called again. I was extremely disappointed with the service I received from Thermo Spa Reps until I finally reached Janet. She was the only one who actually called me back and resolved my issue. She was very concerned with the fact that my issue had not been resolved and worked diligently to find a solution. She called me back the afternoon of my morning call just to tell me she had nothing to report but that she was working on my issue. I was very impressed with that call. She called later in the day, which surprised me, to tell me that my delivery charge had been double charged and she would take care of the credit. She also told me that the order had been closed in error and that she had gone out to the warehouse and found the cover we had ordered was still there. She informed me that it would be shipped no later than next Tuesday. I thanked her for her professionalism and told her that no one had been as profesisonal as she had been. I am so glad I finally reached someone at Thermo Spa that had a clue of how to handle a customer. You should be very happy to have her in your organization. As for your team, they need a course on how to resolve cutomer issues.Respectfully, Marijane Crawford 207 South Canterbury Rd, Canterbury, CT 06331.