James Mitchell

Daria was very patient and helpful. I am very happy I decided to work with Trezor - I wish more companies took the time and care that Trezor does to help new customers. Can't recommend them enough. Awesome experience.

I want to share my experience with Plunge customer support, in hopes that others can avoid the mistake I made. Really it’s just confirming many of these other posts. Plunge might have the worst customer support of any company I have dealt with. My thought is that the Plunge tub is aesthetically beautiful, but what they are selling is lipstick on a pig. I have recently had an issue with my water pump, where the water is not cycling through the system, almost as if it’s air locked. Which we have determined is not the issue. Long story short, I started going to work trying to fix the issue. If you call customer support they will not answer your call, ever. Try it. In the answering service they push you towards submitting a ticket via email or on their site, at which point you’ll get an email response the next day, if you’re lucky. The initial support email was a request for pictures and videos of the issue, which I had already sent in, in the previous email. So after a few days I got nowhere with support other than pictures sent. As frustrated as I was with the issue, I finally called the sales line because I figured at least I’d get a human; although it works to connect with a person, all they will say is that they are going to “escalate” the issue to support. Fast forward 11 days to my initial contact with support, many many phone call attempts (not one of which was answered), and a lot of clearly automated emails from the company, 2 different sales people that answered my calls, I finally got a guy named Brian with support that tried to help.

After all this, they wanted me to submit a claim on X-cover, which was basically me redoing everything I had previously done in sharing videos and pics of the issue. Where we are with this issue now is that Plunge is going to send me a new power source for the water pump (which I’ve already tried). When/if that doesn’t work then they will be sending me an upgraded water pump, which will require new plumbing. All of which I have to do myself because they “don’t have any techs in my region”. Mind you I live in Northern California about 2.5 hrs from their company HQ’s. I even explained to Brian that I had already tried a new pump/power source as I looked up the make and model of the pump and bought a replacement myself from Amazon. Long story short, that wasn’t the fix. I can go on and on telling the details about this, but I’ve probably bored you enough already. If you’re thinking about a Plunge, please consider a different direction. Otherwise you might find yourself with an issue and no resources to fix it, other than the troubleshooting videos on their website, which are extremely basic.

I threw it all to the wind towards the end of last week and I went ahead and purchased a Morozko unit, which I thought about doing initially but I was saving some money with Plunge. Well you get what you pay for. I made the purchase and a sales manager called me over the weekend to introduce himself and talk to me about their product, and today the shipping manager called me to inform me that the ice bath was shipping out. Both of them gave me their numbers and followed up with email. They are direct numbers. So far I’ve interacted with 3 people with Morozko, all of which were very helpful and excited about their product. I bought a Morozko unit that was already built and assembled, so it’s set to arrive in 3 days. The hilarious thing is my Morozko is going to arrive before any replacement parts from Plunge.

The kicker in this whole Plunge issue is when I expressed my frustration with the pace and lack of dependability of the process, representative for Plunge have good lines to feed you, but dont actually take action to fix it. They stick to their email/claim/pic sending process. You’d think someone would almost be willing to get in the car and drive 2.5 hours to come take a look in person. Especially since it’s been dragged out for 12 + days at this point. I forgot to mention that I am also a Plunge sauna owner, so a pretty good customer of theirs. Well they lost me.

If you’re on the fence, do not choose Plunge. They will not be helpful if something goes wrong with your cold tub. I can’t speak for the various other companies in the space, but I should have spent the extra money initially and gone with Morozko.