HOT SPRINGS SPAS OF LA CROSSE

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The measure of a company is not how they treat you when things go well, but how they treat you when things go bad. And things went really bad (initially) which our Hot Tub. In October, we decided to purchase a floor model hot tub from Host Springs. The sales staff was friendly and knowledgeable and confident that the floor model would not have any problems. They gave us a great discount on the hot tub because a) it was a floor model and b) we were not going to finance and pay with cash. We paid the deposit and scheduled the delivery. When the hot tub was delivered, they showed up exactly on time. The installation crew was courteous and professional, however the floor model hot tub was not in good working order. After they installed the hot tub and the electrician hooked up the electrical, they started to fill the tub with water. That's when things went wrong. After about 15 minutes, they noticed water coming out of the hot tub. They immediately told us about the situation, and drained the tub. From there, they called the office in La Crosse to let them know about the situation. We were told that we would be getting a brand new hot tub from the factory and asked what we wanted to do. Since we had a family gathering scheduled for that weekend, we said we would really like to see if we can fix the existing hot tub. Hot Springs didn't want us to have a broken tub or a 'fixed' tub, they wanted us to have the perfect hot tub and really only wanted to get a new one from the factory, but also understood our desire to use the hot tub over the weekend. So, they had the installers get some caulk and try to find and fix the leak. They were able to fix the leak so water was draining at the rate of about an inch every few hours. That was slow enough that we could fill and heat the hot tub for a short period of time and gave us the opportunity to use it for our gathering. About a week later, we called Hot Springs to find out the status of our replacement tub. It turns out that the regional manger in charge of ordering the replacement / warranty tubs was at training and had not finished the paper work to get our replacement ordered. Hot Springs wan't going to put up with that, so they were able to add a new Stereo system to our factory ordered hot tub at no charge! We eventually got the hot tub (new from the factory) at a great price (same floor model price) with a free upgrade and extra chemicals and have been using it without any problems ever since. Hot Springs went out of their way to make sure they did us right. They are a great example of how to fix a situation even when the scenario is dire. They stood behind their product, provided excellent service, and have been a great business to work with. I gave a 'C' on quality because the floor model was broken, but the new model would deserve an 'A' I gave a 'B' on responsiveness because the regional rep was gone for a week. Overall A!

Well we have had our tub for two years and yes we had some problems and you know Malissa solved all of them on the phone it is just incredible how well they take care of there customers. Its is family business that really cares about you the customer we will never do business with anyone else in town.

Very Good