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About Hot Spring Spas
Hot Spring spas and hot tubs have been manufactured in Vista, California, by Watkins Wellness since 1977. Hot Spring’s portable saltwater hot tubs include soothing massage features and a variety of jet options. The company also offers saltwater systems and energy-efficient models. Find accessories, including replacement covers, cover lifters and furniture, on its website.
Pros & Cons
Pros
- Customizable features
- Energy-efficient models
- Range of price tiers
Cons
- Limited warranty
- Sold only through local dealers
Bottom Line
Customers enjoy Hot Spring Spas’ patented technology features, such as Tri-X filters, and its three different water care systems that ensure freshness. All models are customizable.
Hot Spring Spas Reviews
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After 4 months, I still don't have a spa that's working. Their service communication is terrible. The only contact is from me. They do NOT call me back. The story on why changes every time I call them. Now, I've had to prep an empty spa for winter because they don't have their act together.
Oh no! That is not ok. I will message you to gather additional information to see how I can help.
Thank you for taking the time to reach out. I am sorry that you have not been able to enjoy your spa yet.
I look forward to working with you.
Vanessa - Customer Service
Updated on 10/25/2021: I got an acknowledgement from Vanessa - that they are looking into my problem. Hello Vanessa - where are you??? See my post from October 4th - Charles, Laconia NH. It is now October 25th. We just had our first frost. There can be no more repair work on the HotSpring Model Envoy Tub. Well over a dozen leaks later I am faced with having to fully drain and go yet another winter without my hot tub.
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.
Thank you for taking the time to reach out.
I look forward to working with you soon.
Vanessa - Customer Service
We bought A Hot Spot Relay May 2016. Loved it, until right after 2 years we had problems with the heater. Found out it was just out of warranty and bought parts to repair. This year right after 5 year warranty spa started leaking. The distributor we bought is too understaffed to send out repairman so after fighting the filler we found poorly attached hoses that were creating leak. We replaced, and resealed correctly, spent so much time fighting the filler and the water that soaked everything and put back together. All was well for two months and we have another leak. Took off panel, cleared the fill to find out it was at the bottom of the tub where we couldn't reach. We replaced all the jets and resealed them, put the spa back together and it is still leaking. 5 years old and nothing but problems with no service available from the store. Where to go from here?? Too much invested to give up after 5 years but don't know how to get it fixed.
Oh no, Brenda, I am sorry to hear that your spa has a reoccurring leak. I am not sure of the particulars; however, I'd like to know more and see how I can help.
I will DM you for more information and assistance.
Thank you for taking the time to reach out.
Vanessa - Customer Service
Our Hot Spring 7 seat Spa was purchased April 2020, in the nearly 1.5 years of owning it, it has given us noting but problems, purchased from Brisbane spa super centre. The salt water system is an absolute joke, put it simply, it does not work! We wanted a salt water spa to have a healthier experience and not bathe in chlorine. This system failed to produce any chlorine and the water was constantly green and smelt disgusting. After being told many times we were not using it right despite the fact I was following orders by the book and became a somewhat expert on spas.
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.
There is quite a bit of misinformation, and I hear your frustration. For one, the spa doesn't come with a salt reader in the spa. We recommend using test strips to know how much salt is in the water. The salt system has been in our spas for over 10 years. We have many happy salt spa owners. I hope to improve your water care and spa experience.
Vanessa- CS
Hello, I just wanted to give you my feedback from owing my Hot Springs Envoy Spa serial #KK1S1114 purchased new 4/2/2014. I was under the impression that I was buying the best spa on the market. Boy did that turn out to be WRONG. I paid top dollar for it, around $13k when all the options were added. I thought I would get at least 10 years out of it but barely made it 6.
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.
Bought a JET SETTER NXT on 6/28/16. I also opted for the FRESH WATER III High-output Ozone Purification System. I live alone, a widow and 66 years old, and used the spa about 3X a week in the winter. It RARELY gets used in the summer. I was told that the salt water system was THE WAY TO GO!!! Don’t do it as you will spend more time trying to keep the water balanced then actually using the spa!! THEN when damage is done to your spa because of this, they will say it is not covered by warranty as damage was caused by misuse of the 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!!!
I will contact you to verify the details of your spa. As it turns out, you mentioned two different water care systems, and I want to make sure I am addressing your needs appropriately.
I look forward to working with you soon.
Vanessa - Customer Service
No spa beats the Highlife series styling and ease of maintenance. The sophisticated spa design is soothing in of itself and is a focal point in our yard. The newly redesigned Freshwater Salt System in our 2019 Envoy had some minor longevity issues in the beginning but now works flawlessly. The first set of cartridges lasted no more than 2 months each and were not generating enough chlorine. Our dealer said it was likely a bad batch of cartridges and gave us a new box for free. So far we are getting over 4 months of use out of each of the new cartridges with the perfect amount of chlorine generation. The only thing we did was that we flushed the spa with Ahhsome spa cleaner when we changed the water after 7 months (Hot Springs said you can go up to one year but our service tech said it's better to change the water every 6-8 months).
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.
Hello J
Wow! Thank you for your detailed review. I am happy to hear you are enjoying your spa. You have a beautiful setup.It sounds like your dealer is a fantastic resource for all of your spa needs.
I appreciate you sharing your water care details. Finding the perfect routing for you and the water you have will set you up for many years of happy hot tubbing.
Vanessa - Customer Service
I have had two Hot Spring Spas. The 1st one lasted 10 years plus - as I left it my previous home. I purchased the largest spa with a recliner built available in 2009 - Vista for 7 people and 500 Gallons. It has worked incredible well - use it daily. I have had to replace 1 pump at about 7 years - reasonable. I then had a severe leak that required taking it to the dealership and have it totally dug out, the plumbing replaced, and refoamed 3 years ago. It took 3 months and $3500.00 to repair ($1,000 was to pick up and return from dealership).
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.
Thank you for your time, and I look forward to working with you soon.
Vanessa - Customer Service
Purchased Envoy NXT in 2015 with Salt Cell Option. Spa has been maintained meticulously according to instructions and is used 1.5 hours per week. Jet sand mechanicals work well, but have had constant trouble with spa covers and salt cell (approx) every single year. My local long time Spa Dealer was knowledgeable/helpful until he was "dropped by Hot Springs" during yet another warranty event (which occurred before and during these COVID shutdowns).
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!
I am sorry to hear this has been your spa experience.
Water care should not be frustrating. I am sure we can devise a plan to get your salt online.
Watkins backs your spa warranty. If the local dealer is no longer available, we step in and find you a service dealer.
I will DM you to learn more and see how I can help.
Thank you for taking the time to reach out, and I look forward to working with you soon.
Vanessa - Customer Service
We purchased our Envoy at cost of £14,000 and had delivered in Sept 2020. It has sadly been one big disappointment. We were sold the idea of the freshwater salt system as good for your skin and easy to maintain. What a joke that has been, we have spent more time trying to sort out and monitor the water quality and cleaning filters than using the tub! The salt system simply does not work, it does not generate the chlorine required to maintain levels, so every few days when the reading drops to 1 -2 we have to add chlorine granules. I specifically chose a spa where we wouldn't have to do this as it irritates my skin and this has now set off my eczema requiring steroid cream from the doctor.
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.
Hello Caroline,
Thank you for taking the time to let us know about your experience. I am sorry to hear it has been disappointing. I want to help. Can you tell me who your dealer is and your full name?
I know this has been frustrating, and as a veteran spa owner, water care should not be this difficult.
I am sure this can be worked out, and I look forward to hearing from you soon.
Vanessa - Customer Service
My husband and I are both disabled Veterans and this hot tub is great therapy for us. We bought this almost 5 years ago. We have had nothing but problems since we bought it. All of our repairs have been under warranty thus far: 2 door replacements, 2 remote replacements, heater replacement, ozone thing replacement, light seal replacement. I called in for service in September and was told the guy would be out in two weeks. Three weeks later I called back in and they said it was going to be another 4 weeks. There is only one authorized dealer within 100 miles of us and they SUCK. They only came out fast because I called Hot Springs directly and complained. They replaced a part and had to order parts so they can replace the docking station and the remote AGAIN.
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.
I will email you as well. I look forward to working with you soon.
Thank you for your post.
Vanessa - Customer Service
I purchased a hot tub 4 years ago. This year at the beginning of Spring we noticed it was leaking. The same part keeps getting replaced and keeps leaking after months of waiting for someone to come to look at it in between. The last time someone came I was told they were going to replace all the parts in it and we waited for two months for the parts. He came today and replaced the same fitting he has been replacing. He was supposed to replace the hot tub cover that I paid for too but said he brought the wrong one. What do I have to to do to get this fixed. This is totally ridiculous!
Hello Janis,
Thank you for reaching out and letting us know about your spa experience. I want to help. I will DM you to see how I can assist. Owning a hot tub should be enjoyable and relaxing. I will do my best to make that happen.I look forward to working with you.
Vanessa - Customer Service
Pitiful... Read the other 1-star reviews and mine is nearly identical. The salt system doesn't work worth a nickel. The customer service at Watkins Wellness, the manufacturer, is non-existent. Just plain awful. Never again am I going to buy anything made by Watkins! Pitiful!
Hello Nelson,
I am sorry to hear that you are disappointed in your spa salt system. I understand that this has been your experience, and I would like to work with you and get your spa water care on track.Thank you for your time and for reaching out.
I look forward to working with you soon.
Vanessa - Customer Service
The seating is very comfortable. The jets go the entire length of your back. One set of jets massages your back. The light can change colors. The controls are easy to use. I got the easy cover that is on a frame and lifts to one end.
Hello Gayle,
Thank you for taking the time to share your spa experience. The exclusive Hot Spring Spa Moto-Massage is like no other, and the lights add to the relaxing ambiance. I am glad to know you are enjoying your spa.
Happy Hot Tubbing!Vanessa - Customer Service
Our first Hot Spring spa we bought 21 or so years ago was great. It was the big one that was the shape of a dog bowl. We moved after having that tub about 15-16 years. We did have to replace parts here and there (heater, etc), but things I would expect to have to replace over time. After we moved it was a no brainer to spend the extra money to get another Hot Spring (smaller one). Things were fine the first few years then lots of little things started failing. At year 6 it started leaking. We've been getting by by topping off every few days but now it's pointless. We were told it's expensive and difficult to repair leaks that are inside the insulation. 6.5 years for an expensive hot tub like this is extremely disappointing. Will look for a replacement but sadly won't be looking at Hot Springs. What happened to your quality. Major failure of "infrastructure" at 6.5 years?
Happy Hot Tubbing!
Vanessa - Customer Service
Hot tub began leaking 1 month after their five year “no leaks” warranty expired. Hot Spring said, "Too bad, warranty had expired." You would think a product this expensive would not leak after just five years. Very poor customer service. Will not buy nor recommend Hot Spring hot tubs.
Hot Spring converted our hot tub to remove the ACE system of maintaining it by adding an in-line "ozinator", and bypassing the ACE system. No more salt water. Although we will miss the ACE feature, we're happy to have a reliable system of maintenance so we can enjoy the hot tub. To Hot Spring's credit, they covered the expense of modifying our hot tub. Our thanks to Family Time Spas - the local Hot Spring dealer - and The Spa Doctor, who, together, resolved the issues. They are to be commended for their excellent customer support!
We purchased a new top of the line Hot Spring Envoy NXT tub in October 2018. We've had nothing but problems with it since it was installed. We opted for the ACE salt water system - and it has been trouble ever since. The original dealer put WAY too much salt in the tub initially, causing it to corrode the jets, and in my opinion - most likely destroy the ACE salt water system cell and damage the shell of the tub. We smelled like we had just taken a chlorine bath every time we used it for the first 6 months. About that time, the dealership we purchased it from went out of business, and a different company took over - thank goodness! The new dealership - Family Time Spa - is amazing! Great service! We wish the quality of the Hot Spring Ace system matched their performance!
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.
Your home is gorgeous. Thank you for taking the time to share your spa experience. I am sorry water care has been frustrating; that shouldn't be the case. Our salt system has been in use for over ten years, and in 2019 we redesigned the cartridge port and cartridge; however, the technology is the same. I want to help. Please look for a DM from me.
I look forward to working with you soon.
Vanessa - Customer Sercice
I purchased a hot springs flair with the ace salt water system in November of 2018. After spending weeks trying to tweak the salt water system we finally got it working. It lasted about 8 months. It took two service calls but they finally replaced the cell under warranty. The service tech informed me that the cells only lasts about a year and at $850 each, it would have been nice to know that before buying the system. Fast forward to August 2020 and here we go again. The lights are blinking and when I test the water it resets for a day and starts blinking again. I have to say when this system works, it works really well but I think the cost of replacing the cell is outrageous and it should last more than a year.
Vanessa - Customer Service
Let me start by saying we did enjoy our Hot Springs Prodigy hot tub for the first 10 years of ownership starting in 2006. Sitting outside under the stars on a clear night while in the hot tub was just wonderful. We started to use the hot tub more often including in the early evenings after we got home from work or on weekends during the day.
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.
Hot Spring has evolved & made advancements since you purchased your spa. You bring up a good point about pest control. No matter how much one guard against pests, there are still some proactive steps required to keep them out. They can be persistent; some will use an exterminator for their spa and home.
I'm sorry, this channel limits my reply& I'm not able to address all of your concerns. Cust Serv. is here to help, 800-999-4688 x8432
Vanessa
I urge everybody not to buy a Hot Spring spa. Very difficult experience. Firstly the spa was wired up incorrectly by the delivering technician. Had to incur private electrician’s costs to come out and fix. No response from the company. Secondly, after-sale advice was all wrong - bad advice led to a case of folliculitis across our family of 6. FWSS doesn’t work. Company keeps saying it must be us - over contaminating the spa. Cannot be when we hardly use it, so high is our dissatisfaction. Have wasted too much money on products. Have had to drain down 3 times. Again at our own cost and at the cost of purchasing expensive ‘salt’ product. Have complained to the company. They took over a month to respond to us. Literally one of the worst companies I have had to interact with - and after having paid £15,000 for the pleasure. Strong recommendation to anybody reading this to avoid this company and buy from their competitors.
We purchased a 2018 Hot Spring Limelight Flair hot tub in March or 2018. We had it installed with the Ace salt water system. Within the eight months we noticed our concrete looked wet along the bottom outside. A repair person came out and said it was the heater and had to be replaced. We paid to have it serviced twice a year, when we purchased it we were told the salt filter should last about two years but within the first nine month the monitoring light kept going off, we’d reset and within a day or two it would show trouble again even though testing showed filter was good.
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.
Vanessa - Customer Service
I purchased my hot tub in the summer of 2012. Overall, we have enjoyed the tub very much. This year the display on the control panel failed. The control panel buttons work fine; the 2x3 inch screen just no longer displays the menu/prompts/temperature, etc. Upon investigating replacing the control panel ($400), I learned I also had to replace the control box (for an additional $700) due to a manufacturer design change that happened months after I purchase the tub. My current control box works perfectly fine, but is incompatible with the "new" control panel. Neither the retailer (Spring Dance Hot Tubs) nor the manufacturer (Watkins) is willing to give me any material price break on the replacement parts, despite being a long time loyal customer. Being asked to spend over $1200 to repair a 2x3 display screen is absurd.
Thank you for your post. I am sorry that your spa requires service. As it turns out, the design change was because the manufacture of that controller decided to stop making them. Since we are committed to providing parts for at least 20 yrs of the spas life, we had to come up with something different. Unfortunately, that required new software and control board update. Because we know this can be a hardship to have to buy both, we do honor a discount. I will DM you for more info. Vanessa- CS
I own a Hot Springs Vanguard, it was purchased new in October 2017. Good spa, when it works. In March 2019 it broke down. The equipment was 17 months old. The temperature was below freezing, and the distributor in my area could not get a service technician to our house for two weeks. There was no option but but to drain the hot tub in the freezing cold, and do my best to winterize it, with no assistance or advice from the distributor other than the warranty was void if anything froze.
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 am sorry that your spa is currently not working. I understand what you are saying about needing service when the weather is cold. What I can do is get you in touch with one of our techs who can help direct you on what needs to happen to repair your spa.
Thank you for your number. He will call you today.
Vanessa - Customer Service
Our first Hot Springs spa was purchased 30 years ago for therapeutic purposes and was truly wonderful. Daina was the dedicated HSS rep and responded in a heartbeat to any problem and there were few of those. That original spa is still going although it does now leak. We moved house and I went to a Pool and Spa Expo in Melbourne Australia to shop for a new HSS, bypassing local manufacturers on the basis of the great HSS previous experience.
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.
I look forward to working with you soon.
Vanessa - Customer Service
Best hot tub I’ve ever owned! It’s easy to maintain and has a great warranty. I got mine in Denver and the dealer is very easy to work with. I sit in my hot tub every night and haven’t had any problems at all. You’ll love the soft water!!!
Welcome to the Hot Spring Spa family.
Thank you for taking the time to post your review of your new spa. The picture looks fantastic and inviting.
Happy Hot Tubbing!
Vanessa - Customer Sevice
Bought new in 1987. Is still used 2-3 times weekly. Maybe ours is a freak, except for a part which is no longer made that we replaced this week, the unit continues to work flawlessly. I do want to know how to get a replacement heater in case ours goes out as it's no longer made.
Hello Dave
Thank you for your feedback. I love hearing from our customers who are still enjoying their spas from the 80s. That is fantastic! We take pride in what we do and feel privileged to provide a way to relax and rejuvenate at home. I will DM you the information that you are looking for.Happy Hot Tubbing
Vanessa - Customer Service
We have a Hot Springs spa purchase from Creative Energy in San Rafael, CA. It has been a good spa over the years but the power components failed around two years ago. We contacted Creative Energy to come take a look and were told it would require a minimum service fee which we agreed to pay. After the inspection, the technician informed us that some electronic components needed to be replaced. It was fairly expensive repair so we elected to just replace one set of components and only have the ability to turn the jets on and off from one station. The bill was $580 which we paid.
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.
This website limits my public reply to you to 500 txt. I will DM you. Thanks, V
I want to first say that I have been a Hot Springs owner for over 20 years, covering two tubs. We first purchased a Grandee in 2000 from Energy Savers (Meredith, NH). Simply said, the tub performed. In part because it was well-built, but also because we have always been meticulous about maintenance and monitoring. I regularly, perhaps obsessively, measure and treat the water. I also clean the filters 3-5X per year. At least yearly I completely empty the tub, clean all the components, then refill. Our Grandee was available in 17 of 18 Winters – the one year we didn’t have it was due to a heater that failed during a particularly brutal cold snap and we and our service provided decided it was better to empty the tub and address in the Spring.
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).
Vanessa - Customer Service
My husband & I wanted a salt water tub for the health benefits, and after MUCH research, went with HotSprings due to the ACE saltwater system. In May, 2016, after visiting the closest dealer an hour away, we settled on the Jetsetter NXT and wrote the check in full. Delivery was promised in 2 days. A week later, to finally get confirmation of delivery, I had to threaten to cancel the check & file a complaint with the BBB. A month later, I was threatening criminal charges.
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!
Thank you for taking the time to post. I look forward to working with you soon.
Vanessa - Customer Service
We bought our new Hot Spring spa in spring 2015 for $9,500 CAD. Everything was fine for 4 years. Then, in July 2019, it kept short circuiting. First we spent $200 CAD simply establishing that the external wiring was fine. Then we had to replace the pumps, because water had leaked in around the seals. That cost $900 CAD. Once that was done, we discovered that the exterior control panel had also been fried (because… it got wet!). It had to be specially ordered from Florida (we live in British Columbia). Once that arrived, we discovered that the internal electrical panel was also fried. That had to be ordered from Florida as well. The replacement panel that just arrived (January 2020) was defective: so now we have to wait for another one.
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!
Thank you for taking the time to post your spa experience. I am sorry that the panel you need has been faulty. I would like to help improve your spa experience.
I will DM you to see how I can help expedite the part you need and make sure that it is reliable.
I look forward to working with you soon.
Vanessa - Customer Service
Hot Spring Spas Company Information
- Company Name:
- Hot Spring Spas
- Year Founded:
- 1977
- Website:
- www.hotspring.com
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