Hot Spring Spas

This is the worst product I have ever purchased - poor quality, continuous failure, extensive loss of chemicals and a very frustrated dealer [they did not make this terrible product]. So here I am with a chronic back problem, arthritic neck and two balky knees - facing the fact that I will have to now go an additional 6 months for a total of 18 without the use of my tub.

HotSpring / Watkins should be ashamed of themselves. They have no understanding of quality and or customer service. Shame on them. Do Not Buy This Product. I am letting everyone in my Builders Association know that they should steer away from HotSpring. Anyone that wants to call me or email me, feel free to do so. ** or **.

Original review: I purchased a Hot Spring Tub Model Envoy approximately 7 1/2 years ago. Up until Fall of 2019 things were OK. I had to replace a jet and a heating element. OK - I can live with that expense. Then about this time last year, my tub started losing water. It took the dealer quite some time to get out and review the situation. By then, they claimed that they could not work on the leak because it would require warm back to back days to repair and for glues to set up.

My only choice was to drain the tub for the winter and wait until spring. Spring of course is busy season and it took a while to get out to the house beginning in May. It is now October and the tub is still losing water. In the meantime jets have been replaced. All of the jets have been caulked with an adhesive. Lines have been cut and replaced with new sections and couplers that also sprang leaks. The shell mysteriously cracked where a jet was replaced and had to be epoxied.

We are talking north of 1 dozen visits since May. Each time I wait 24 hours for the glue to dry, fill it, introduce all the chemicals again and get it up to temperature only to watch it lose an inch a day. I have had to re-up [purchase] my chemicals once already because of the frequency of emptying the tub. I've had Hot Tubs for nearly 40 years and never have I had such a dismal experience. I have a chronic back condition that I rely on the tub to soothe. I am coming to grips with the idea that I may need to buy a new tub - rest assured it will not be a Hot Spring. I am President / Vice President of the Homebuilders Association in the Lakes Region of NH.

After numerous attempts of the dealer to replace the salt cell and test the cells power only to tell me it was working fine, the water was still disgusting. I engaged the services of a 40 yr veteran in the spa industry who inspected our spa and informed me the salt systems in these spas are not fit for their intended purchase, nor was the circulation pump ample enough to circulate the water often enough to clean and filter the water. Spa super centre told me to add 1 tsp of chlorine per person per hour of bathing which was not in the manual and were not told when we bought a fresh salt water spa. Nonetheless I did this and still the water was putrid. The 40 yr veteran suggested I would need to add 4 to 5 tablespoons of chlorine for a spa this size, which I did and this was the only thing that kept the water half decent.

After sick of bathing and coming out smelling like chlorine Spa super centre finally agreed to install a UV system to purify the water, Long story short this also failed due to the inadequate hardware/ pumps in the spa not circulating water enough to filter correctly. After putting up with this for months and getting frustrated once again I called the dealers complaining, they attended and installed an ozone system. In short once again due to the inadequate hardware and an inferior ozone system it still failed to maintain the water and I had to continue adding chlorine. I came to the conclusion I didn't want the spa anymore and told them to restore the salt cell and give me what I paid for or take it back.

They came once again and installed the salt cell this time admitting when they installed the spa they added way too much salt and they all of a sudden had some new information from Hot spring in the States and their New Zealand dealer that when the salt level is too high the salt cell doest produce chlorine. Dealer advised me to buy a proper salt meter as the built in salt tester is useless which he admitted. I spent $200 on a salt meter and maintained the salt at a perfect level. I was advised to keep the salt cell setting on number 10 (the highest) and the spa started making chlorine. Now the salt cell was working it was producing so much chlorine we would get out stinking of chlorine each time.

Being a sufferer of bronchitis the chlorine in the lungs was causing me tightness of breath and this lasted for hours. When I turned the salt cell down to setting 6 and didn't use the spa for days, I went to hope in one day and the water was once again putrid. On top of this as the filtration system does not circulate water often enough we need to add not 1 cap, but 4 to 5 cap fulls of Oxyshock to the water after each use in order to remove organic matter which the filtration/ozone, UV, salt system should do. They all Fail miserably due to inadequate hardware.

I now find myself needing to replace salt cells every 2 months which is a joke and $100 each, and the last one has only lasted 4 weeks as it is now once again flashing needing replacement. As far as the energy efficiency it does this by using a VEERY small heater, when you get in your spa on a windy day the temperature drops by up to 2 degrees and you have to get out it's too cold. If it's a warmish day or night the water temp rises by up to 2 degrees and you have to get out as it's too hot and draining.

This spa is a disaster from day 1, We paid nearly 26K for it and it's a total lemon. Do yourself a favour and RUN A MILE and never look back. Buy a cheaper unit and have a professional install a good quality Ozone system like commercial pools have and you will be much happier. I will not be subject to being told I Don't know how to use the system, we have gone through this for 18 months and as I said earlier I have become an expert on spas, water maintenance, Ozone, UV, hardware and water maintenance. This spa is simply not built to do what it's intended for. I am now considering my options to raise a case in claims court to have this refunded if the dealers can not give me suitable resolutions to all the concerns which they have tried for 18 months and failed.

The spa was great for the first 5 years of service. The 6th year it started developing hose fitting leaks requiring foam digs that were a nightmare to deal with. After the 3rd and final leak we are JUNKING the spa. We have HAD ENOUGH. We are VERY Disillusioned and Disappointed in the product. There is NO reason for the hose fittings to develop leaks if they were glued properly from the start. Each one of the leaks discovered were MANUFACTURING DEFECTS from improperly glued fittings, I could see the lack of glue surrounding the fittings with the naked eye. What a JOKE. I realize my opinion means NOTHING to them because they already got my $ but know this; I will NEVER EVER purchase one of their products again. They have lost a customer for life. And that is sad because it all reflects on their SHODDY construction. Jeffrey ** RIPPED OFF CONSUMER.

I clean the filters and replace them regularly. I depend on the salt water system to monitor salinity level. I use test strips for other correct levels, such as PH, etc... The maintenance on this is not for the WEAK OF HEART!!! Topside remote hand controller had to finally be replaced within the first year of use because of malfunction. Many times before the replacement, I had to do continuous resets on it to even be able to have it read salt content in the water. It now has to be replaced again.

Spa was leaking a little each week in the first year I had it. Would have to continuously top it off, which usually would throw the salt water reading off. Was told over and over that I probably did not tighten the drain plug enough. FINALLY, after continuous phone calls, they came out and WONDER OF WONDERS, it had a leak on the underside of the shell that had obviously been there quite some time as it was stained with orange and green slime. That leak had been spraying on the interior motherboard and other electrical components. The tech repaired the leak, and decided that the motherboard was working correctly when refilled and fired up. He did replace the topside inset controller and the hand controller.

Now for the straw that broke the camel’s back…. Spa started causing my breaker panel to trip beginning of 2020. I called to report this. Was told not to worry because it was still under warranty. Called in Sept or Oct of 2020. FINALLY, in the early spring of 2021, a tech came and said that there was ANOTHER leak caused by a break in the PVC pipe connected to the water pump. He also noted all of the other problems with this spa. Rusted metal rings around all the jets, leaking interior light, failing water pump.

Then I had to wait until mid June 2021 for them to come and fix it. I was told, just prior to this visit, that they had decided to just pick the spa up and take it back to COMPLETELY service it. Supposedly, all parts had been ordered and FINALLY were in stock. Supposedly nothing was going to be a problem. Was original told that that is usually a $500.00 charge for this, but they were literally just 3 miles from me delivering a spa and were headed back with an empty trailer and would do it for free since I have been having so many problems and have waiting so long.

I called them just yesterday (6 weeks after they picked this spa up) and was now told ALL PROBLEMS ARE CAUSED BY USER MISUSE and thus not covered by warranty!!!! REALLY!!?! A broken PVC pipe, spraying water on electrical components is my fault?!?! Little white spots all over the interior shell. Was told that this damage is not covered under warranty as it is caused by misuse by the consumer because of water imbalance. Same thing with rust spots on the metal rings around the Jets. Was told this was my fault also. In a salt water system, we depend on the spa readings to know that everything is working in the GREEN. But no matter what damage happens, it will always be thrown back to the fault of the consumer, not the fault of the salt water system itself malfunction. I told them to just FIX THE LEAK and all electrical damage that this caused. I truly doubt that they even ordered any parts and had this outcome planned all along.

With all the downtime, I have probably have only about 40 total hours of use since original purchase. LEMON>>LEMON>>> And now everything is MY FAULT!!! I still do not have use of my spa, and am not holding my breath that I ever will be again.. I see that Watkins customer service usually replies to most posts, but that does nothing for the consumer, as actions speak louder than words.

After reading all these other complaints, this one complaint stood out to me. Although it does not apply to me (RIGHT NOW, but only time will tell)... Topside controller no longer being produced. Hot Springs Spa says that they make sure that parts are available for 20 years from original purchase. I understand that a part no longer being produced is not the fault of Hot Springs, but THEY should be responsible for any extra cost incurred because of the resulting problem of that part now being incompatible with the existing control box. BEWARE because they will pass that cost onto the consumer!!!

The only adjustment made to our maintenance routine was that we now keep the salt level a bit lower that the recommended 1750ppm (The directions say to add 9 1/4 cups of salt...we put 8 1/2 cups to 8 3/4 cups). we also add non chlorine shock once in awhile and keep the PH at the recommended level. The water is silky smooth, and has soft pleasant scent. The jets are powerful and well placed. They can be adjusted individually to suit each person's needs. Everything in the motor compartment is neat and appears to be well put together. Although the spa itself is made in California, some of the components are made in China and Mexico but appear to be of high quality.

The optional speaker system and subwoofer has a premium sound. The remote for the spa is simple to use but unfortunately looks like it belongs on a child's Fisher Price toy instead of a premium spa -It has been glitchy and had to be replaced twice under warranty. The moto massage DX gives a very unique therapeutic massage that no other spa can replicate. The Envoy is well insulated and holds its set temperature within 2 degrees no matter how cold it gets outside. We've had our Envoy for over one year and so far are very happy with our purchase. It is well designed, well built, is easy to maintain and provides a luxurious experience as advertised. We just hope the reliability holds up and if it doesn't, we hope Hot Springs continues to back up their product.

Now it is severely leaking again (Like 1/4 of tub in a day). Had service come to look at it and it is not near the front (pump section) to easily repair. So now I can take it out and spend another 3500.00 and hope it works for a while, or buy a new one. Problem is that my dealership will not have one my size - a Grandee, the color I want for 9 months, the cost has increased 70 %, and it has the removable remote that seems to be having a lot of problems from the reviews I have read. So the warranty will be over and the cost to replace is at least 1 grand at a time. I am almost tempted to redo the plumbing again to fix the leak to avoid the new electronics. But the repair shop at the dealership recommends I buy a new one.

I cannot get long time Spa Dealer to respond. I cannot get Hot Springs to help me either. They both point at each other, they both are responsible to provide me a cover and salt cell under warranty. Every Hot Tub Cover(s) provided under the warranty and purchased do not arrive in good condition, obvious manufacturing problems and then quickly (2 months) deteriorate seams stretch and vinyl literally melts/stretches over the side of spa top, which allows rain water leakage into the spa. This causes continuous/frequent water balancing problems every time it rains and then the salt cell overworks and this creates a shortened life span as described in manual.

I now have a $1500 problem EACH YEAR just in cover and spa salt cell expense because of lemon products + $ filters and chemical maintenance on my hands each year. I can't use chlorine for medical reasons... The spa accessories are ruining my hot tub experience and performance. Disappointed that Hot Springs did not contact me when they decided to no longer do business with the local dealer that I purchased from. We are long time spa owners/users. Never had trouble with covers like this. I previously had a cover that was 10 years old and still going strong when we gave it away!

We are experienced hot tub owners having run 2 hots tubs previously for 12-14 years without any issues whatsoever. All along we have been blamed for 'contaminating the water' and causing the water balance issues even when it was green! I am sick of being told 'some people just don't get on with it' implying that we have chosen not to like it or make the effort in maintenance. We have spent more time on this than any other hot tub which has detracted significantly from it being a pleasure to own, we seem to have bought a lemon!

The set up was not done properly and we did not receive the required instructions. Eventually they have replaced the salt controller but it has made absolutely no difference whatsoever, the chlorine levels drop every 2-3 days consistently even though it doesn't have heavy use and we regularly clean the filters. Now we are being told it may be a phosphate problem. 2 months in it is clearly not as described and the salt system does not work. Customer service leaves a lot to be desired. Appalling product for a high cost.

Since they came out, we are now leaking and now we have a jet leaking which they say they have to completely remove the tub, haul it to their shop (at our expense mind you) so they can work on it. They said we "might" get it back by January. This is completely ridiculous. I can't believe that we purchased this for the price of a car and have this many problems.

To Hot Spring's credit, they provided a free replacement ACE cell and replacement jets. That worked for a few months. Then, the system would not keep the chlorine level at the required point, despite every attempt by service technicians to correct the problem. Apparently we got the "last" ACE system model before Hot Spring developed a new and improved version. We've even had a technician from Telluride - home of movie stars and high rollers - try to solve the problem. He said that he "hates" the ACE system, resulting from his numerous experiences with them.

So, here we are, unable to effectively use the ACE system to maintain sanitation levels in our very expensive, BMW designed, Hot Spring Envoy NXT hot tub. The recommendation from consultation with Hot Spring and technicians is to convert to the standard chemical approach to keeping our pricey tub at the optimum levels to ensure sanitation. That's amazingly disappointing, after being convinced by Hot Spring that the ACE system was the latest, greatest and most effective approach to hot tub sanitation. If we had to do it over, we would look elsewhere for a hot tub. We previously had a Dimension One top of the line tub, and enjoyed it for over 10 years without a problem. This has been a very frustrating, irritating experience... and costly too.

Just a few months into owning the hot tub, we started seeing pieces of what looked like chewed up styrofoam on the ground near the hot tub component access panel. We removed the panel and found mouse droppings, a huge mouse nest with a pile of stored acorns, and a snake skin. We had not removed the component covering previously so clearly it was done haphazardly from installation. Additionally, there were unused holes cut into a metal mesh piece that should have been closed up upon installation. Easy mouse and snake access. Initially, we had problems with the hot tub's control panels. The main control panel was repaired once under warranty but the second one just completely stopped working.

Then the pump and pipe assembly started to leak and of course the hot tub was completely out of warranty by then. This hot tub is NOT easily repaired and the tech had to cut through a permanent plastic covering to get to the broken component and leak area. He did a terrible job "gluing" the plastic covering pieces back together. A week later, we found that the same area was still leaking. It took an exceedingly long amount of time for the followup repair as our "parts" came in but the revisit was never scheduled. I had to call and follow up several times to get that resolved. It was over $500 for the botched visit and then another couple hundred dollars for the followup visit when other parts were needed and should have been diagnosed initially.

The hot tub also began to turn itself on periodically. The cover was on the hot tub so we would not have noticed easily that it had turned on by itself. That electrical component problem was resolved for another several hundred dollars as the hot tub was out of warranty. Then, in 2018, a nearby lightning strike rendered the hot tub's motherboard inoperable. The heater hadn't been working properly and the hot tub's insulated innards had become a popular haven for mice and snakes. We have now discovered that mouse tunnels run through the insulation all around the hot tub. It is pretty disgusting to be honest.

After a long discussion and looking at options including checking out SpaGuts' site for replacement components, we decided to remove the defunct hot tub and not get a replacement or get it fixed. We paid hundreds of dollars for repairs past the warranty date with difficulty getting the repairs scheduled. Initial installation was almost $10K for the hot tub, power source installation, and concrete pad construction. It is also physically falling apart. I'm surprised the whole hot tub had not collapsed on itself by now.

Based on the exterior construction (now being disassembled for removal) of this Hot Springs Spa hot tub, I am really not sure that any of these devices should be outdoors. I would love to be able to attach photos. The base of the hot tub is WOODEN and not a metal frame as I'd expect. I was completely shocked to find this out. The thin wood trim underneath the hot tub overhang started to rot and provided other entrances for mice and snakes. Hot Springs doesn't need to respond to this review as there's nothing to resolve at this point. We did enjoy the spa, just wish it lasted longer, was better constructed for outdoor use, and a botched repair didn't allow Mouse and Snake City to take place.

Our dealer sent service men out about five times and couldn’t figure it out but did tell us that the Ace Salt water system was having a lot of issues and the model was changed within four months after we purchased it. I’m sure it was changed because they were receiving so many complaints and the filter to replace it to make it work correctly is 900.00 and will only last about 12/18 months when you pay 10,000.00 for a spa you don’t expect to pay 900.00 every other year. We personally have a friend who bought the exact same spa from another dealer in another state and have had exactly the same issues. Today we had it drained cleaned and filled by our dealer and noticed little dots embedded in the surface of the spa itself and fading. It is covered 24/7 and only used by my husband and I on average once a month. This spa has been a huge disappointment and we feel we wasted a lot of money, never again will we buy from Hot Spring.

The same scenario repeated itself in October 2019. It is still broken down. Watkins is the manufacturer. Neither the manufacturer nor the Hot Springs Spa brand distributor will help or assist spa owners with control board level diagnostic information, or technical assistance to repair the equipment. Beware! If you purchase a Hot Spring Spa, do your research on reliability and test your local distributor for response time on service calls. Especially if you live in a cold climate.

I purchased the Sovereign there on 19th August, 2018 from Spa World for $18,000 with an 8 week wait for delivery which turned out to be closer to 18 weeks. When delivered, I decided the spot chosen was not satisfactory. Deck modifications and spa relocation cost more time and money. I have used the spa twice and the massage jets are much weaker than our original spa and there is nothing remotely therapeutic about it. Not in love with this product. Feels like an expensive mistake.

On returning home after a European holiday and hospital stint following emergency surgery, the water level in the spa had gone down appreciably. Sure, it had had no attention for 8 weeks, but the original was subject to inattention for weeks without ill effect. I dread having problems with this thing because if purchasers are having troubles with service in the USA, imagine how difficult it would be in Australia. Spa World are difficult to contact and calls are handled by call centres - last time in New Zealand. Just wish I had discovered these reviews before purchasing.

The exterior buttons stopped working again a about 4 months ago and Creative Energy refused to come look and potentially replace the Hot Springs parts or correct their workmanship without being paid a minimum service fee of $180 since the work/parts were not covered by warranty. I have asked for them to come review at no additional charge until it is determined what is wrong since I would expect them to cover the replacement parts if it is a failure of the new parts. I offerred that if it was their work or the Hot Springs parts, they would waive the fee and if it was something different, I would pay all fees. They refused without being paid the $180.

I contacted Hot Springs as Creative Energy is their dealer and told them what was happening. They initially seemed happy to help and it looked like they were going to stand behind their product. Since then it has been a series of phone tag with no resolution. I just reached the person that has been calling me back and leaving messages and his response is that there is nothing that Hot Springs can do to get their Dealer to stand behind the parts and workmanship. We will be replacing our Hot Springs Hot tub with another brand that will actually stand behind their product and representatives. Very dissatisfied with the customer service we received.

In July 2018 we decided to upgrade and purchased the Envoy with all the bells & whistles – sound system, lights & cover cradle. While we loved the tub we experienced periodic shut-downs that were unexplainable. In November 2018 the audio system failed (after much troubleshooting, the power system to the amp was replaced in May 2019). In December, after a cold snap, the tub shutdown causing pipes to freeze which resulted in the tub draining. So our first winter with the new tub was a total loss.

After much discussion with Energy Savers we went into this Winter doubling down on our maintenance and monitoring. Yet in December the tub froze again. Energy Savers diagnosed that the heating pump failed, froze, and cracked leading to significant water loss. Among the explanations I was given: the filters are very susceptible to clogging, even when the tub isn’t used. While I want to complement Energy Savers on their responsiveness over the past year, it’s clear that there is an inherent quality and/or manufacturing issue with my tub. I am now faced with a significant bill to replace a heater that died in one year. Further, how much additional damage has been caused by pipes freezing twice? Will this tub even make it to a third Winter?

All I can say is that anyone considering a significant investment in a Hot Springs spa, be sure to do your homework here. And not simply on the tub, but also the warranty, which I’m told won’t cover a second occurrence because it already has paid out once (think about that logic – it broke once during warranty, so now that it has broke again under the same circumstance in less than a year, it won’t be covered again).

ACE salt system is a joke. Has never worked or functioned at all. Remote never registered the salt system for monitoring which didn't matter anyway, because it went out completely at the one year warranty mark (like pre-programmed clockwork), with a replacement cost of $700. After paying more than $10,000 for our tub, I refuse to pay for a new remote after one year! Purchased a new battery for the remote at just under $60, but remote is still completely dead. Dealer has been beyond unhelpful, and now, 4 years later, I can purchase the remote for $603, but why would I spend the money when it probably won't work or will completely die in a year anyway.

So terribly disappointed in HotSpring & will never recommend or consider their inferior products in the future. We bought this tub, brand new, spent a lot of money not only on it, but also on the modifications to our porch (reinforcements, electrical upgrade, etc.) only to have one-third of our beautiful porch turn into a big empty tub & eyesore which brings nothing but regret everyday. Shame on HotSpring & shame on your dealers who offer no customer service or support! One star is too good for you!

Extra fun note: the plastic dials and their internal parts wear down and break after prolonged exposure to chlorinated water. Really! Not planned for in the original design? We have now had a completely non-functioning hot tub for six months, including most of the weeks (winter) that we really want it. And we've been told to expect at least $3,000 CAD more in expenses before we're done. By the time this is resolved (IF we can resolve it), we expect to have paid at least half the original cost of the tub in parts and labour.

This hot tub, which has lasted a grand total of four years, replaced the old, non-Hot Spring tub that we inherited when we bought this place, which -- without any technical problems at all -- had lasted at least ELEVEN YEARS (not counting its life before we lived here)! We would have done better to refit the old tub than buy this new one. We will never purchase a hot tub from this company again. Stay away!