Hotspring Hot Tubs Reviews 5

rubbish qaulity faded in 6 months waterfall leaking after two weeks

Purchased a hot tub 2020 for my vacation rental. Sales was aware of the reason for purchase. I was assured there was a warranty. At the first service call I was told NO WARRANTY because of vacation rental usage. After reading the warranty papers I found in the "fine print" about "commercial usage". I didn't receive this documentation until AFTER delivery. Recently (2024) I went into 2 different stores and RECORDED the conversations with sales and making SURE they understood that I was purchasing for my vacation rental and both times I was ASSURED of my warranty! They are deliberately misleading customers so I filed a complaint with the State of TN! All of you vacation rentals that were promised a warranty and then did not get one need to file complaints as well. I'm SURE this is happening all over the USA! There should be a Class Action lawsuit filed but I don't have the funds to start one. Some of these tubs sell for $60K - $70K dollars with NO WARRANTY after the customer is ASSURED there is one! I have several recordings and a witness to these FACTS!

We recently bought a tub from hotspring based at Scotdales in Cambridge UK. It was bought for medical reasons. The salesman Jon listened to all our needs, showed us the tubs best suited and the whole process from purchase to installation went smoothly.
Our highest accolade comes to the aftercare service. Getting the chemicals correct and keeping the tub balanced was initially a bit difficult for us. Jon was always available to contact and provide good advice with a cheery manner. He even came out to see the tub when we thought we had lost all control and quickly sorted out the issue. We could have bought the tub cheaper elsewhere but we doubt we could have had the same care and attention that we received from him. We would highly recommend going to the branch as Jon is a pleasure to deal with, and cares about his clients. 12 out of 10 Jon

Unfortunately we had a leak coming from our hot tub. We called Hot Springs and was told that it would be £140 for engineer to come and identify the problem and this would cover 1 hour of labour charge.
My husband explained on the phone that the the level of water has stopped just below the moto massager jet. He was told to fill up the tub for the engineers arrival. The engineer arrived and the first thing he done was empty the tub, this was executed by emptying into a portable tub. Why had we been asked to fill spa when they needed to empty it? During this time the engineer spent most of it on his phone speaking to friends, these conversations were peppered with language I did not want to overhear and completely unprofessional. He sat in his van a lot of the time too and I had to run to find him when the hose came out of the portable tub and started flooding the garden. I also pointed out that the portable tub was leaking out onto our lawn, he said “yes that’s cause it’s full of holes”. Once the tub was empty he changed the stent in the moto massager and refilled the tub. No other checks or investigation was carried out.
The whole process took 3 hours, when the tub was filled up he said that he was sure that would solve the problem but if not we were to use the bottle of ‘Fix a Leak’ he gave to us along with hand written note of instructions. He handed me his phone to pay the invoice of an additional £250.00 cost. I was shocked at the price but paid it anyway, thinking that at least the tub was now fixed.. I asked for a breakdown of costs and Gail said that this would be emailed. When we checked the tub the following day the level had gone down to where it was originally, the leak had not been fixed. I called Gail and she said that they only thought that the new stent would solve the problem… when i challenged her on the £140 call out to ID the problem she said “ yes maybe we shouldn’t offer this service as leaks can be a nightmare to find and we don’t like telling customers that it can often costs ££££ to detect and fix leaks” When I got the breakdown of invoice they had charged £82 for Fix a Leak a product that can be bought online for £40. £100 in extra labour charge, not a bad job if you can get it considering most of this time the ‘engineer’ spent it catching up on his social life. Gail said that 90% of the time Fix a Leak would solve the problem,,, so why not tell us that in the initial phone call? The notes that the engineer left were in contradiction to what the manufacturer recommends how to use the product. We asked for a refund on the money we had paid to sort the hot tub. In total we paid £390.00 to sort the tub, The tub is not sorted. We were told the only refund we would get was if we took the Fix a Leak back. Gail emailed to say that they would come back out remove the stent refund the cost of stent but no other costs and give us a quote to find the leak but warned it would be expensive. Well it was expensive enough in the first place and they did not find the leak! Poor service by the engineer,, poor customer service from Gail. We feel completely ripped off!

Shaun in the swansea HOTSPRING did everything to get me two new fitters for my hot tube.to be honest he has been the most helpful person I've dealt with I think he's very helpful and friendly if anyone are thinking to go to this shop I advice you ask for shaun because he will help you and advice you for what's best he's amazing thanks shaun