HOT TUB DEPOT

My issue with this company is the lack of responsiveness when I have had a number of issues with my hot tub. There were occasions when I have stopped by their showroom during business hours and they were closed. There have been times when I have sent emails describing problems that I was having with my tub that went unanswered. There have been times where I required service due to a part failing that was under warranty and the replacement part was not ordered. I know this because over time, I contacted the Cal Spa headquarters to ask them questions about how to resolve an issue since I was not getting satisfactory or useful answers from Hot Tub Depot. I have another issue where a part is under warranty and not working, but I have given up trying to get it fixed. I do feel that I got a fair price for the tub and the person who installed it was very accommodating. After the sale though, it is down hill from there if you need any service or support.

Not Great. They were supposed to call us to arrange a delivery time. No call. The tub just showed up. Luckily I happened to be home when they showed up. The delivery guys were fantastic, efficient and very helpful. They got the tub in place in no time at all and were very careful to make sure they didn’t damage the tub. They even went beyond the call of duty agreeing to hook the tub up for me (I had the electric pre-installed by my electrician.) They hooked it up and I filled the tub. Following the directions I turned on power to the tub. Nothing. The tub was DOA (not working.) I double checked all the connections myself and everything had been properly wired. The tub simply wasn’t coming on. I called Hot Tub Depot and spoke to the owner. She insisted there was nothing wrong with the tub and that it had to be an electrical issue. I called my electrician and he said I had good power to the tub. I’m stuck in the middle. All I knew for sure was I had a tub that didn’t work. I called Hot Tub Depot back and asked if they could send a technician out to check the tub. They informed me it would be a $200 service call for them to come out… on a brand new tub under warranty. Crazy right? Better yet, they couldn’t get someone out until next week. Needless to say I was very unhappy. I called my electrician and he agreed to come back out to look at the tub himself since he said he had a lot of experience with them. I scheduled him to come out. I spoke with Hot Tub Depot a little while after speaking to my electrician and let them know my electrician was going to come back out. At this point the owner of Hot Tub Depot told me she could get her technician out this evening… and that it would cost $135 (not the earlier stated $200.) I told her I would wait until after my electrician had come out and that I would call her the next day to let her know if I still needed her technician. My electrician did come today 11/22 and the hot tub is now working. I called the Hot Tub Depot twice to let them know the status. They did not answer the phone or return my calls. Thank God I didn’t need to have the technician come out… I couldn’t get a hold of them all day. I’m not one to complain easily… but I am not at all impressed with the Hot Tub Depot so far… other than the delivery crew… they were super.