Hot Spring Spa of the Twin Cities

It took a while to do that and then put the deck together. They did it. The pricing was a little high.

On Wednesday, Feb. 18t, 2015 Hot Springs Spa of Woodbury's service department made a house call to my residence to fix a ?no heat? problem with my Hot Springs Jetsetter hot tub. The service personnel were polite but I had the feeling that they were lacking in technical expertise and I discussed this in detail with the store manager, Randall Long, on the afternoon of the service call. In the course of the service technician's ?trouble-shooting? he replaced every component in the tub that was remotely associated with heat. That included the heater relay, board, heater, and both temperature probes. The chances of all those components being faulty is remote if not impossible. In the end the service personnel talked to the Hot Springs factory (for the third time) and were advised that they should check if the heater was drawing current. It was. This amperage check should have been done initially and throughout the trouble-shooting period. On Friday, Feb. 20th I became aware that Hot Springs had charged me over $1000.00 for the service call. I couldn?t believe it. By frame of reference my last Hot Spring Jetsetter had a heater problem in 2005 and that cost $339.74 to correct. All the parts replaced on Feb. 18th would have cost $498.71 if purchase over the internet. And most likely not all were faulty. I called the service manager again on the 20th and expressed my displeasure. The results of our Feb.20th conversation was that manager accused me of lying and said he would check into the situation further and get back to me. He never did. As of Wednesday, Feb. 25th I had not heard from Mr. Long so I left a voice message. It is now Thursday, Feb. 16th and I still haven?t received a return telephone call. I would have liked to reach a mutually agreed upon resolution but it appears that is not going to happen. I have been a customer of this company and have purchased three different hot tubs from them during this time frame. I will no longer do business with Hot Springs Spas.

Summary: Customer service from local dealer is sub par at best. Overall lack of customer focus, noted by poor communication, lack of follow-up, lack of sense of urgency and failure to set appropriate expectations dominate my experience. I do not feel I received basic levels of customer service, and certainly no special attention given the extraordinary circumstances. Of the dozen or calls made over 3-4 months, nearly all have been made by me because of lack of follow-up. My ratings: * Product Features: A * Product Reliability: F * Service/Support from Local Dealer: F * Service/Support from Hot Springs Inc: B Details: New Hot Springs Grandee tub installed August 2009. It worked great until April 2010 when it started to leak. Local dealer (Hot Springs Spa, MN) was painfully slow in responding. It took two weeks for them to send someone to inspect/comfirm leak and then another 3 weeks to come and remove tub. It took 5 more weeks for tub to be fixed and delivered back to my house. All during this time, I rarely received updates and felt that if I hadn't called to check up, there would be no progress. Given my lack of confidence in the local dealer, I took time out of my day to travel 45 minutes to Lake Elmo to inspect the repair of the faulty valve to ensure that it was being fixed to my satisfaction prior to the unit being closed back up and re-sealed. I was promised the tub would be fixed and expected it to be "like new" when returned. I asked my building contractor to come back on site to help with reassembly deck/hot tub surround. This is when things got ugly: First, the delivery team was 45 minutes late and didn't bother to call. More importantly, upon visual inspection of tub, I note the following issues: * Skirting not properly joined such that I could visibly see foam and was able to easily reach in with fingers to touch foam inside. * There were scrapes and scratches near gap in skirting * Portion of skirting not properly overlapped (i.e., tough and groove overlap screwed-up) * Area of skirting repaired was not robust. I could easily compress skirting with light pressure compared to solid feel everywhere else. I spoke with Dan Eppard (store manager), expressed my utter frustration and said I am not accepting delivery of this tub. I told Dan that he should be embarrassed by this whole incident and that I need and deserve a new tub. New tub finally arrives early August (4 months after leak detected in old tub). In general, delivery went smoothly. Unfortunately, the delivery team left before tub was filled and didn't verify operation (it wouldn't turn on). A second technician was dispatched that evening and discovered the wiring harness was not connected properly. It is fortunate, that he fixed it that night because we were having our big annual party the next day. Throughout this process, Hot Springs Corporate was accommodating in both paying for deck surround removal and re-installation (not covered by warranty) and authorizing a new tub after botched repair. That said, they need to deal with the reliability issue with their valve and straighten out the service department at their local dealer. The truly sad thing is that we enjoy our tub and love its features. We had an extraordinary contractor build an amazing setting for our tub (Angie's list contractor of the year 2009 & 2010). It is clearly a showpiece. Given that we entertain a lot, over 100 people each year would see and/or experience this hot tub. We felt confident in the investment in both the tub and new deck, given the hot springs reputation for product reliability and overall customer service. Considering the price we paid we were deeply disappointed.

Combined in discussion above.

Great, very informative, helped us understand completely how to use the ion system. Worth every penny for the price of their service call!

VERY REASONABLY PRICED. THEY DID GOOD WORK AS WELL. IN ADDITION, THEY EVEN SOLD IT FOR THE MEMBER RIGHT OUT OF THEIR SHOWROOM. MEMBER WAS VERY HAPPY WITH THEIR LEVEL OF SERVICE!!!

EVERYTHING WAS GREAT.