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About Hot Spring Spas Reviews
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
- Customizable features
- Energy-efficient models
- Range of price tiers
- Limited warranty
- Sold only through local dealers
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.
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Reviewed Feb. 7, 2020
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
Reviewed Jan. 27, 2020
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
Reviewed Jan. 26, 2020
Hot Spring Spas at one time were the best, not anymore! I purchased my third hot spring hot tub in 2015 a NXT Grande with speakers and Ace saltwater system. I have had problems with the salt water cell having to need replacement every two years but that’s not the only problem, the touch lcd has been replaced twice before and now today it’s not working again! This is crazy!! Ever have a problem with the older hot spring tubs I have owned! I wish I would have never traded my old one in and purchase this new one for 12k+. Hot spring spa doesn’t make a good product anymore! Purchase a Bull Frog!
Hello Brian,I am truly sorry to hear that you are not happy with your 2015 Spa. While the life span for the ACE cell is 2 years it sounds like there are other issues that can be resolved. We want you to enjoy your spa as you did with your previous Hot Spring Spas. I will DM you for more information and see how I can help.
Vanessa - Customer Service
Reviewed Jan. 13, 2020
We previously owned an Aria spa in Minnesota and loved it! Very few minor issues. Unfortunately our experience with the Vanguard in North Carolina has been horrible. We have a “LEMON” or your quality has crashed. We have had NUMEROUS service calls since delivery in spring of 2018 & are still having problems with parts failing and leaks. Hot Spring needs to have a LEMON policy where they replace the whole spa if there are repeated/numerous issues. Most of the time our spa has been inoperable denying us usage of our purchase. Today we again have a problem & spa is inoperable. Soon it may be in the trash!
I am truly sorry to know that your new spa has not been a source of relaxation and enjoyment. I would like to know more about this and see what I can do to help.
Thank you for taking the time to post about your spa experience.
I look forward to working with you soon.
Vanessa - Customer Service
Reviewed Jan. 7, 2020
The last Hot Spring Spa we had lasted over ten years without any issues. The current spa we have, only six months old, has their new salt FreshWater Salt system in it. This is a terrible sanitizing system. The water has always been green and smells terrible. We had service out and were told they could change the system out to their older silver ion system, which in my opinion was the best. Please do your research on their FreshWater Salt System.
Customer Service can always help with water care at 800-999-4688 X8432
Vanessa - Cust.Serv
Reviewed Dec. 16, 2019
The previous Hot Spring tub we had lasted 20 years with very few issues. Current tub we have owned for 6 years and we have had several issues but the worst part is getting the dealer Pools Plus to come out and service. We have been waiting 2 1/2 months to get a service call. Constantly hearing excuses that either the wrong part came in or that the part is on back order. Service area is inexperienced. Not sure if they even have clue as to what we need since they haven’t even come out to look at. It is very concerning when a manufacturer can’t support what they sell with either parts or customer service. Service employees have quit or so we have been told. Maybe just another excuse. Looking to purchase another one. I will not buy another hot spring tub. We will be looking for one that not only has a good reputation but the service area to support. Having an issue with the heater and control panel which has already been replaced once in the last year.
I am sorry that your spa has not been a pleasurable experience. I would like to know how I can help. I will DM you for more information about your spa purchase. Thank you for taking the time to let us know and for giving us the chance to work with you. I look forward to working with you soon.
Vanessa - Customer Service
Reviewed Nov. 10, 2019
I had a Hot Spring Hot Tub Limelight Gleam model hot tub delivered to my house in April of 2014 and had a deck built around the hot tub (that was completed July of 2014) so that it was flush to the deck. It looked flawless and high class. The Gleam hot tub is one of the biggest hot tubs that the Hot Springs dealer in Clarksburg, Maryland was selling at the time. The first year was fantastic. When operational, this is a fabulous hot tub. However, after a year or so the hot tub began having problems but was covered under warranty. The control panel has already been replaced 2 times, the Jet stopped working and was replaced and the dealer had to come out three times to fix leaks. The last jet repair for leaks was in 2018.
This summer, I had to start filling up the hot tub every 3 weeks or so. I was just thinking it may be due to evaporation. This fall it moved to every 2 weeks and now I lose 2 inches every week. Once again I had Hot Spring come out to fix a leak. The girl told me it was still under warranty and that I would have to pay the standard $69 warranty fee for the 6th time! Well, I was very annoyed that I had to pay the $69 fee to fix a leak for the hot tub for the 4th time! When I bought the hot tub, I asked why I should pay so much more money for the Hot Spring hot tub compared to other Companies that were much cheaper. The salesman said with Hot Spring I am getting the Mercedes of hot tubs and that Watkins stands behind their high quality Hot Tubs!
Last Thursday when I got home from work, my wife showed me what the Hot Spring repairman (Teavis) left me. A work order for $1060 to replace one jet and $159 to repair the other one. I thought surely my wife was mistaken since the lady I talked to said the Hot Tub was under warranty. I called last Friday and another lady told me that the Hot Tub is no longer under warranty and that I would have to pay to repair it myself. I explained that the leak started in the summer but she said Watkins would not pay the order even though the leak started before the Hot Tub had been used for 5 years!! It does not appear that HotSprings stands behind their warranty!
Thank you for taking the time to post your spa experience. I look forward to working with you soon.
Vanessa - Customer Service
Reviewed Nov. 6, 2019
After spending months and months reading about hot tubs and going to dealers, we finally decided to buy the HotSpot Relay. So far (a month in) we are very happy with it. Its jets are very powerful when you want them to be, but quiet and soothing when turned down. The lights are just right-many choices, but not over the top tacky like some I saw. The price was right too and I didn't feel like I was paying for a lot of bells and whistles I didn't care for. Love the lounge as it gives me the foot/calf massage I need for my arthritis. It's also a nice simple shell which I prefer. I have found the water chemistry part much more challenging than I expected, but am hoping that it's just a learning curve with the Frog Ease system.
Thank you for your review and a great picture of your spa. It's good to know that your spa is able to help provide some relief from your arthritis. Water care can take some getting used to. Your dealer and or Customer Service (800-999-4688 ext8432) is available for questions or guidance. We want to make sure you get the most out of your spa and will be able to enjoy it for many years to come.
Happy Hot Tubbing!
Vanessa - Customer Service
Reviewed Nov. 4, 2019
I purchased the Grandee hot tub and it was installed in May of 2015. We did a lot of looking before deciding on this model. We also got it with the ACE system. From the start the remote had problems. We had several service calls and nothing seemed to work. The hot tub would randomly quit working and would have to be recycled (powered down and restarted) to get it functional. Finally that stopped working as did the direct controls on the tub. What we did not realize was the myriad of problems we had encountered up to this point were all due to the bad board. We experienced green water, cloudy water, etc. all of which the solution to was to drain, clean and refill the tub (about two days and $200 each time) about every 3 to 4 weeks.
At this point the repair technician said he was not supposed to replace the ace controller board but he was certain it seemed to be the problem. He replaced it and we have never had another problem. The ACE board was bad from the beginning but never tested as bad. Then one of the back massagers began to stop from time to time. It seemed as though it was not getting enough water. We noticed the valve control for that side of the tub would spin 360 degrees and did not affect the flow of water. After a lot of working with it we got it adjusted so the massager would work. A service call said nothing was wrong with the massager or the valve. We still have it positioned to give off center to get sufficient water flow to the massager.
For the last two years we have had a great experience with the Grandee. We have learned its idiosyncrasies. We change the ACE setting weekly (it seems to get lonely and acts up if you do not pay it some attention) and start up the jets to get the water moving to ensure the temp gets up high enough for the ACE to actually function. Hot Springs should include instructions on how to keep their spas functional through tips and tricks.
Vanessa - Customer Service
Reviewed Nov. 3, 2019
We purchased our Grandee model three years ago and spent $12,000.00 on it. Service technicians have had to come four or five times. Pumps have seized up and had to be replaced, as well as other parts. Once the blue light was flashing and technician told me there was calcium deposits causing this. Wasn't covered under my warranty. Not 5 minutes after he left the light was blinking. Did a Google search to learn that filters had to be cleaned. Never had a problem after so I am not very sure what technician said had any validity. Even though under warranty, I still have to pay every time for hourly charge and mileage rate even though it's due to bad parts. I wish I read reviews before I purchased it.
We do provide a warranty for all of the spas we manufacture. It covers parts and labor, the travel fee is not encluded. It is stated in the terms and conditions of the warranty. I look forward to chatting with you soon.
Vanessa - Customer Service
Reviewed Oct. 9, 2019
I have had my Hot Springs Grandee now for 10 months. The spa I absolutely love, in it almost every day. CoolZone has not worked right from day one, today was service call number 5, they said they couldn't fix it, needed an AC man. They left and said they would not charge me because they couldn't fix it. KEEP IN MIND LESS THAN 1 YEAR OLD, NEVER HAS WORKED RIGHT. Hot Spring help me out.
Vanessa - Customer Service
Reviewed Sept. 28, 2019
All the reds lights go on at least once a week since I got it 4 months ago, dealer says it may not be warranty and may have to charge for the service call but I have maintained the filters and tub daily, I thought hot tubs were to relieve stress!!
Gord,You are right; the spa should be a stress reliever, and a red flashing light does not sound stress-free. I would need to know what model spa you have to understand better what those lights mean. I will send you a DM to gather more info and hopefully get your spa working without red alert lights going off.
I look forward to working with you soon.
Vanessa - Customer Service
Reviewed Sept. 25, 2019
Bought our Hot Springs hot tub 5 years ago. It cost 2 to 3 times our other options but we wanted the 7 year warranty. Next time I would go with the cheaper spa. Jets started coming apart from day one. Service tech just told us to just drain the spa and glue them back on with silicone. We have had to replace a heater. Both pumps have gone out, back massage unit went bad (hoses deteriorated and broke). We have had valves stop working (knob spins free but valve does not turn internally). We have had 3 separate leak issues.
Warranty service is terrible, and not free. They charge a warranty service fee to come out and fix the spa, repairs have taken as long as 6 weeks, and service tech break as much as they fix. They have broken the trim around the service door. There last service guy managed to gouge the hell out of our lounge seat. Probably wearing studded jeans while fixing the back massager.
They have been kind enough to "give us a break" because it's took so long to fix, only to turn around and bill us with an overdue notice 6 months later. This spa is trash. The company is trash. Try a cheaper one and replace it every 2 or 3 years. You will be money ahead, and much happier. Stops is currently down again.. Been " waiting on parts" for 3 weeks and counting. Never, never again.
Vanessa - Customer Service
Reviewed Sept. 24, 2019
My wife and I saved for years to buy a hot tub. We got a flair floor model in 2014. It's turned out to be very nice when it works. I have lost count of how many pump heads, drain down fittings and control panels. 2 covers, new pillows. Now the dealership has had it since June to fix a leak. It's now Sept. 24th 2019. They have always given us the runaround about any kind of service. This has gone far enough. I feel like us country folk don't deserve the service as the high dollar people in Indy. After this much trouble the company should make it right somehow. We can't get the summer of 2019 back, how about finding us a hot tub we can be proud of.
Bruce,I am sorry that you have been without your spa for so long. I would like to know more about this issue to see what has been going on and why it is taking so long. I will message you. Having a hot tub should be relaxing not stressful and frustrating. Everyone is entitled to enjoying a hot tub. Being without it for so long and not knowing why or when it will return in not ok. We will figure this out.
Vanessa - Customer Service
Reviewed Sept. 22, 2019
Had nothing but problems almost from the beginning. Also just discovered that all of the steel supports are rusted out. We've had this hot tub for 7 years. Electrical and pump failures abound. Do yourself a favor and buy a Bullfrog Spa.
Thank you for your post.
Vanessa - Customer Service
Reviewed Sept. 6, 2019
The dealer has had to come out at least once a week because air is coming out of the jets when the valves are off. It is just now a year old. I wish there was a lemon law on everything. I will never recommend this manufacturer to anyone. I wish I had never purchased this.
Vanessa - Customer Service
Reviewed Aug. 16, 2019
I bought this spa a long time ago and got rid of it years ago too. It was a fantastic spa for the first 4 years or so. I used it every day and loved it. One day -- about 4 years in -- my dog started barking at the control panel. Shortly thereafter, I smelled something burning and the breaker popped. I reset it and it worked and I shrugged. (I used to have one in the mountains and the breaker would pop all the time...) A week or so later I smelled something horrible around the tub but couldn't find anything.
As the smell got worse, I noticed it was coming from the pump compartment. I pulled the access panel and the whole thing was filled with festering rat carcasses and related. One rat hit two contacts on something and got crisped -- must have been the burning smell. Another crawled in a void beneath a bracket, got stuck, and died a slow death. It was just disgusting. It looked like the rats exploded in there. I cleaned it all out and was able to get rid of the smells.
Of course I called Hot Springs to ask about this and the obvious gap the rats entered through which is at the bottom of that panel and 3/4" x 2+ feet. (Any rat up to a pound is easily moving through a 1/2" slit opening.) They said, "Oh, you need the rat guard. We sell a lot of those. We can have someone over tomorrow to install one tomorrow." I asked if it would be free since it was an obvious design flaw. They said no way. "Your warranty is over blah blah." At this point, what are you gonna do. So, the ** ex-marine who bragged about running people off the highway in his fancy utility truck fixed it.
It was OK for a little less than a year after that. I noticed some weird white floaties and found out it was tissue mold. I had been servicing and replacing filters on schedule. I was not as tight as possible on ph management though. So, I got better on all that but the tissue mold kept coming back. After many drains and refills -- which aren't free -- I didn't know what to do. I also noticed the tub was losing water a little faster than normal. It was on a foundation with gravel so no leak would accumulate where I could see it. But, I had a pest inspection of the whole property and they found termites in the wood framing of the tub. Great!
I had to empty and lift the tub to find it was leaking near the filter. But, fixing that would have been another nightmare with their Rambo repair guy. My neighbor just redid his patio and asked me about my tub. I told him he could have it if he removed it from my property. He priced a new one and thought he got the deal of the century. I pointed out all the issues I knew of and he came and got it on a dolly and wheeled it home. I went to visit few weeks later and there was a huge area of white residue on his new, tinted and stamped fancy concrete. I laughed out loud. He never talked to me much after that...
These guys are running on a name that probably used to be good, a happy initial customer experience, and weird salespeople who exude sexual energy in a creepy way. I think the whole industry seems a little shady but this was pretty bad. Just for the Hot Springs folks who will read this: Tub was purchased in Santa Cruz in 1998 for delivery in San Jose. At least at that time, all repairs came out of the Santa Cruz office (which means they whine about cost of the tech driving 40 minutes each way). There was only one tech at that time and you will know who that was. They got me for about 6 grand plus. If any company sold more common products at this price range -- like boats -- with this kind of service and reliability, we would not be talking about them because they wouldn't exist. I'm really glad I found this page since I've always wanted to share this.
Hello Berry,WOW! This is an extraordinary spa experience. The details you provide are beneficial. I can see that it's been almost 20 yrs since you had the spa and this is a story you have always wanted to share. I wish that we could have found a better way to resolve it so that you would still have a spa you could relax in. I will be sure to share your review with our team. Feel free to DM me any additional comments or concerns. Thank you for your time and post.
Vanessa - Customer Service
Reviewed Aug. 14, 2019
First Grandee purchased June, 2010. Replaced under warranty after close to a dozen service calls. Bad ACE system, and 2 leaks within 5 years. Second Grandee installed June of 2015. Lo and behold another leak that requires to be taken to shop - costing me $1,500 - and the fancy wireless remote stopped displaying... I have serious doubts about Hot Spring's claims on longevity based on my experience. I spend more to get quality products but in this case feel duped as it may be better just to go the cheap route knowing you will have to replace your hot tub sooner than later as anticipated with a Hot Spring.... Very frustrating. And Hot Spring/Watkins does not call back. They need a lesson on quality control.
Hello Brian,I am sorry to hear that your spa is in need of repair. That is not a good representation of our spas and then to happen twice, that is not ok. I can understand that this is frustrating. I will reach out to you for more information and see how I can help.
Thank you for your post. I look forward to working with you soon.
Vanessa - Customer Service
Reviewed Aug. 14, 2019
We purchased a Vista 6 person hot tub in 2012. The massaging jets in the lounger have never consistently worked properly. Have had the tubes replaced twice while under warranty. We had a leak while tub was still in warranty that was repaired by Atlantic Spa in Raleigh. Now the tub is leaking again and they have indicated the cost will be very expensive and they don't recommend repairs and told us to just keep putting stop leak in the tub. We have also had to have the pump replaced twice at our expense. We purchased a Hot Spring product because it is suppose to be the best on the market. I'm not sure I agree with this.
Hello Linda,I am sorry to hear that you have several service issues with your spa. I would like to know more about it to see how I may help. After 7 years your spa is out of warranty. While we don't recommend stop leak products, however, I can understand why some may use it. The best way to fix a leak is to find the leaking area and repair it. There are several reasons why these issues may come up. I would like to explore what options are available and work with your dealer.
Reviewed Aug. 12, 2019
Updated on 09/30/2019: Unsatisified phony attempt to help. You notice that when Watkins Hot Springs responds they say they want to help but do nothing to help. They said they contacted my supplier Pioneer Pools in Burlington. Did nothing. Still had to pay $700.00 to replace a perfectly good Control Board so I could have new control panel replaced for the second time in 5 years. Pioneer Pools took 30% off and charged for install. Still made money off the poor quality of Hot Springs Hot Tubs. Buyer beware.
Original review: Purchased a HOT SPOT spa by Hot Springs in 2013. Parts are garbage. Topside control had to be replaced after only 2 years. Now again 3 years later same part needs to be replaced but no longer available. Have to order new control board at $850.00 and different control panel. Stay away from Hot Springs.
Thank you for your post. As it turns out, the manufacture of the topside is no longer making them. We desire to have parts available for spas up to 20 yrs. We needed to work with another manufacturer to create a retrofit part. Unfortunately, it is no longer compatible with the control box, and it will need to be replaced. I would like to see if there is something I can do to help with your repair. I will contact you directly.
Vanessa - Customer Service
Reviewed Aug. 2, 2019
I have a Bolt Hot Spring Spa. After the purchase I was informed that the model was discontinued. Within the 3 years that I owned the spa I had several repairs that the manufacturer warranty covered. This past month I noticed the inside shell was developing holes the size of a human pimple. I informed the service department of the issue. They requested pictures and did a site visit. I was told in essence that it was a chemical issue and it was not covered by the warranty. My issue with this response is very upsetting since I only used the products that were offered by Watkins Hot tubs and Spas. Am I to believe that the they are blaming the consumer? I treat the spa with the same treatment as I do with my other high end purchases! I was going to eventually upgrade but not now. Hot Spring Spa will not get my future business!
Pls excuse my curt reply, I'm only allowed 500 txt
Reviewed July 28, 2019
Purchased Aria spa in May of this year. Delivery and installation was fine. Operation of the spa has been a problem: A series of non-adjustable jets continues to flow out at a very high pressure even after using the diverters/diffusers to try and limit the flow. The other side of the spa that has the same 4 jet system has a much better adjustment process. Have tried to contact Hot Spring Spas with no response and have worked through our dealer with no solution to date. The inability to adjust the system to our needs is frustrating, especially with the lack of customer caring that seems to be evident with Hot Spring Spa.
The second item is the lack of an owners manual to describe the pump and adjustment system for the jets. This unit has two pumps: one with 2 speeds and one with a single 2X speed as well as diverters and diffusers. There are no instructions and the logic on how some of the systems are supposed to work are mystifying. It requires a lot of experimenting, to get the system set-up and balanced to your likes. I would not recommend the company or this unit based on my short term experience with them.
Thank you for taking the time to post your review. I see that you have been contacted by one of our agents, Benny. I am not sure if his email was received but I would like to make sure you are getting contact from us. I will DM you to confirm your email. I am sorry that this has been your experience. I look forward to working with you soon.
Vanessa - Customer Service
Reviewed July 15, 2019
I bought a new Hot Spring Limelight Spa in 2016 that included dealer installation. My Cover has totally failed in just 36 months of use under a covered deck in Michigan. Water is accumulating within the clear plastic liner and started to fail at about 20 months but as I thought the warranty covered 36 months it was not that big a detail as I thought it would be covered via warranty. Dealer (Lifestyles, Flint MI) tells me the cover is not covered and I need to bu a new cover at my expense.
This is not a minor failure and it is not normal. I have owned other, cheap Jacuzzi models and the lower prices Hot Spring model over the past 20 years or so, always outside under the same conditions and a failure at about 36 months is not normal at all... I have over 5 gallons of water now residing within the clear plastic liner layer and Hot Spring via Lifestyles is doing nothing reasonable to make this right. I would never spend the extra money for a "Premium" brand if the cheap HomeDepot Jacuzzi brand lasts longer at 1/3 the cost. Poor service and exceptionally poor product quality. Maybe the installers damaged the liner during installation as it should not fail that fast but no one is taking ownership of the problem.
Hot tub covers naturally wear out over time. All Hot Spring spas have custom-fit covers that are designed to maintain the energy-efficiency of your spa. Covers require regular maintenance and should be inspected yearly for wear and to ensure a tight seal. Since hot tub covers are exposed to the elements they will eventually need replacement.
I look forward to working with you.
Vanessa - Customer Service
Updated review: Aug. 22, 2019
I am pleased to say, even though it took longer than expected, Hot Spring Spas, in conjunction with its local store retailer, has corrected the problem that we had with the lifter separating from the hot tub. The lifter was supposed to be attached by screws into wood supports inside the hot tub base. It was not; the wood supports were not aligned correctly. Once the problem was discovered, Hot Springs Spas corrected the problem at no expense to us, and gave us a discount on obtaining a new cover so that the problem should not happen again. Thank you Vanessa at Hot Springs Spas.
Jim, Flowery Branch, GA
Original Review: July 9, 2019
The lifter for the cover has broken the tub's plastic casing. The screws only attached to the plastic casing not the wood supports. This seems to be a design flaw problem. Is there a solution? Can the lifter be attached to a better support mechanism?
Jim,Wow! I am sorry to see that this has happened. There are wood supports in the frame. It looks like they did not make the proper contact. Something else to know is that over time the cover will become heavy with water retention and that point it needs to be replaced. A heavy cover can damage the lifter. Either way, this is something that can be fixed. I will contact your dealer for service. Thank you for your post.
Vanessa - Customer Service
Original Review: July 6, 2019
Have had my old Hot Spring Jetsetter Spa for 15 years. Things started to break down and the company in Las Vegas seemed to be gouging people for repairs. A main board they were going to charge me $1000.00 for I could get on the internet for half the price. Given its age we went to the Hot Spring dealer and got the newer Jetsetter spa. Got $1000.00 for my old tub and put $1000.00 down. Balancing remaining was still over $7500.00. My spa was done but Hot Spring let it sit at the factory for another week to save on shipping charges. Not very good customer support especially after paying that amount of money for the spa. After numerous complaints to the dealer and finally cancelling the order. The tub arrived in a few days. A miracle. I seriously doubt it.
After using the tub for about a week now. I wish I had my old spa back especially for what we paid for this thing. My old spa was purchased in Lake Tahoe and delivered not more than two weeks after I purchased it. I could stretch out my legs and have the jet on the other side massage the bottom of my feet while my back was being massaged. Instead the new tube is not as wide and longer. The opposite should have happened when making the new spa. Little wider than the old spa but the same length. It's a two person spa so why would we want to cram 4 people in it. The spa now comes with a remote control. It's quite nice however the temperature is not even close on the display to what the water actually is. Instead of enjoying this spa me and the wife feel like we've just been ** and robbed. This will be our last Hot Spring Spa.
Vanessa - CS
Reviewed July 6, 2019
WE have had our Hot Springs Limelight Pulse hot tub for a few years now and we have had nothing but problems. The freeze plugs, connectors and airlines have been a constant point of failure. Each time one breaks it's 400 gallons of water. During the one year "warranty" we requested service, each visit is $50.00 that was NOT explained in the sales pitch. The dealer appointed tech is an hour outside of town and is not available once he "goes home". Customer service through the Albuquerque store after the purchase is nonexistent and downright rude. I would look at other models if I were shopping today.
Vanessa - Customer Service
Reviewed June 26, 2019
This was a spontaneous purchase at a home show. Not spontaneous in wanting a spa but the brand and model. This has been a real disappointment. $10000 for a tub and you would expect it would last. It's 5 years old. Secondarily our tub is on the roof deck of our 3 story townhouse. A crane is $750. 2 years ago the back button on the control panel stopped working so you have to wait for it to default return to home. We were told the panel alone could not be replaced as it's integral to the computer. $1000 to fix. Stupid design. Modular would be the smart thing.
Last year at only 4 years old the salt water system died. Another $1000 to repair. This spring the cover began to tear as the covering was already dry rotten and flaking off. Another big ticket replacement. 3 weeks ago we returned from a short vacation to find the tub 1/2 empty. After refilling we found it was leaking from a connection buried in the foam by the back massage. The technician indicated they have had a quite few of these and have developed a epoxy repair for $250. At the service visit the tech indicated where the break is wont take a field repair. It will have to be craned off the roof and taken to the shop for a 8 hr repair @ $75 an hour. Then craned back up. $750+$600+$750=$2100 and it is warranted for 90 days.
During the visit and inspection I noticed a rust stain coming from under the secondary control panel indicating hidden rot. It's far from a good product and a huge waste of money. The tech indicated they could offer a trade in on a new tub. "Fool me once shame on you. Fool me twice shame on me". I should have observed the reviews prior to the purchase. It's kind of like buying a Cadillac expecting quality then finding out it ranks 28 out of 29 in reliability. Brian ** Philadelphia
Vanessa - Customer Sevice
Reviewed June 24, 2019
Since we have had this hot tub we have had to replace the Ace reader at $900 and now 18 months later it is not working again. Having to invest this kind of money every 18 months is ridiculous. No wonder they only have a one year warranty, they know the part is inferior and won’t last longer than that. Our hot tub gets serviced quarterly by a professional company and it is only used about a dozen times a year at max. The grandkids come over and use it for 20 minutes. Pretty expensive per use!! Would not recommend.
Vanessa - Customer Service
Reviewed May 23, 2019
Purchased the Pulse model from a local dealer about 18 months. Since that time we have experienced ongoing issues with the unit. Most recently the spa has gone into protection mode twice in the last 6 months with the Hi limit thermistor needing replacement. We are also experiencing a burning smell from the vent area after about 30 minutes of usage. This issue has been occurring from the beginning and the tech keeps telling us everything checks on our meter so it should be good. Use the unit on the same day, and sure enough there is the burning smell.
Currently have to restrict the time usage between pump 1 and 2 to use the spa for extended period of time. Going into our retailer and speaking with the manager points out that their spas normal run all day, with no overheating/burning smell. So even though our retailer has been easy to work with on the repairs, growing concerns of longevity and cost of use after the warranty has expired are coming to mind.
I look forward to working with you soon.
Vanessa - Customer Service
Original Review: May 10, 2019
Issues basically since day 1. This tub had the ACE system which I would not recommend to anyone. This broke about 14 months in only to be told that it was $1100 to fix. Advised no one replaces due to the high cost and now I learn from my dealer this product has never been perfected for hot tub. If it has not then why sell and promote. A $1100 maintenance item every year and a half is a little much. 2nd item is the 'hush' pump. Went thru roughly 4 of these. No cost. This was warrantied and appreciated.
3rd item - this is dealer's issue. Told like many others...if you have ACE.. no need for stain and scale weekly dose. I questioned this multiple times during water checks. Only reason was I used this all the time on my Beachcomber. About the same time as the ACE system...all the jets started showing signs of rust. Tech comes out and says I should be using stain and scale weekly. Since I was one of many customers... dealer took this on. Again ~ $1100 to replace all jets.
4th item started in 2018. Noticed some dampness on the cement near the front of the tub. Called tech in. Spent 2 mins and said it's the motor. Replacement Watkins motor. $1100 (I sense a theme?). I get the motor replaced and reinstalled. All should be good? No. Still leaking. Tech comes out. And after a fair bit of investigation... he now sees it's leaking from the tub. One of the jets. Or more than likely the Moto Massage. Now I am out of warranty. Past 5 years. By the time this was all identified it was getting late fall. Closed it up .... to deal with in the spring.
Now in spring they are saying the skirting will need removed. Hard or almost impossible to do because of the glue. No cost yet but sensing a multiple of the $1100 I am quoted for everything else. This tub cost me $10000 ... chronologically coming up to 6 years but not used much at all. It now looks like throwaway. I cannot in good faith recommend Hot Springs. I am not a new hot tub owner. I had a Beachcomber for 15 years. Same heater and rebuilt motor every 5 years. No issues. Just decided to get bigger. Thought Hot Springs was a superior product. I was wrong.
I look forward to working with you soon. Vanessa - Customer Service.
Reviewed May 6, 2019
I purchased a Hot Springs Vanguard back in 2011 and thought the world of it...until now. Now it seems mice have moved in and chewed some lines causing some leaks. Well...thinking that should be simple enough, I contacted my local dealership, who told me that the cost of hacking through all of the foam insulation and hot glue would make the cost of repairs almost more than the cost of a new tub. It seems that there should be a better way to insulate the tubs. I paid more than 11k for this tub and now to be told that it is “up to me” whether I want to spend the 5 or 6 THOUSAND just to repair it is outrageous. I have always been a loyal Hot Spring customer, but this just seems like a racket. With the excessive foam and hot glue supporting long labor times and the cost of labor/repairs basically forcing customers to buy new vice repairing. Shame on you Hot Spring. Shame.
Roy, I am sorry to hear that mice have created such damage. The spa is engineered to maximize energy usage and keep your hot tub hot without added charge. While an in foam leak repair can be costly, it is a rare repair. Your spa is only 8yrs old and most likely can be fixed. I will reach out to you to see how we might be able to assist. In the meantime I hope that you have been able to exterminate the mice to prevent further damage. Thank you for your post. Vanessa - Customer Service
Reviewed April 29, 2019
Updated on 5/30/2019: I wrote a review a while ago which can be found on this site stating that my Flair hot tub pumps had failed, the casings on the small internal lights were cracked and one of the exterior panels was cracked, only one year out of warranty. After that review, I was contacted by Vanessa from Watkins stating she wanted to help. I was encouraged. Vanessa and I communicated via email but ultimately she offered no help. In fact, she referred me back to the company where I originally bought the tub. So it appears that, since Vanessa responds to many reviews, her job is to give the appearance online that Watkins really cares about solving a customer’s problems, when actually it’s only a show. Don’t be fooled.
Original Review: I was very happy with my tub until the warranty ran out. Once it did, so did the service. Seven months after the warranty ran out both my pumps began to leak, something keeps tripping the 30 amp breaker, the shell has a small crack and all the little lights on the inside of the tub are also cracked. I contacted the local sales person and he came out to research the tripping problem and was told by the manufacturing company to unplug the lights and see if that solved the tripping problem. It didn't and I haven't seen him since. As for the pumps leaking, I was told by the manufacturer that it was caused by me not keeping the chemicals at the proper level. I check the chemicals at least twice a week because I use the tub a lot. Chemicals are always at the proper level. I sent them a picture of the chemical levels. I haven't heard from them in two months either. Don't buy a Hot Springs tub.
Update: I'm glad that your original dealer contacted you for out of warranty service that we are willing to assist with. However, because you purchased your spa out of your area the travel fee was more than you'd hope for. The warranty covers parts & labor only. Even though you are well outside of the warranty coverage we still would like to help. I messaged you an option that I hope you are willing to work with. We would like you to be able to enjoy your spa. I look forward to hearing from you.
Reviewed April 19, 2019
Dean was very helpful and very friendly as well as welcoming to the business. I was looking for a replacement part for my pool skimmer. He not only explained the part I needed, but he researched the part and sent the site to me via email so I could then order the correct part. I believe I have found a new, local go to for future pool supplies. Thank You so very much for your help. Hope to see you soon. Bill and Shirley
Vanessa - Hot Spring Customer Service
Reviewed April 14, 2019
I bought the unit in 2012. I decided on this manufacturer because of the large amount of filters (it seemed overengineered); the relatively quiet operation of its spas and the belief that a local manufacturer (SoCal) would have a good service network in my area. Here are the problems I’ve experienced. Failed moto massage (replace flexible hoses and clamps), freeze plug leaks (removed side walls, carved away insulation, plugged and caulked leaks, and repaired insulation), failed circuit board (replaced), failed ozonator (replaced).
This year I developed a leak deep within the structure of the spa and had a simultaneous failure of the display and control system. I was shocked to learn that replacement parts are not available. The repair was quoted at about $2,200 using similar “proprietary” parts that will require the spa liner to be modified. After this last failure, I’ve decided not to make any more repairs. I don’t mind paying extra for quality and reliability. In this case, I paid over $9K for a spa that averaged more than one significant issue per year.
I am sorry to hear that your spa has needed some work and not running as it should. I would like to know more about the spa and see if I can help. You can DM us or contact us at 800-999-4688 ext 8432. Thank you for your time and I look forward in working with you. Vanessa - Customer Service
Reviewed April 3, 2019
Whomever designed the Grandee control panel should be immediately fired. On second thought, that is not nearly a severe enough repercussion. What was he or she thinking when designing a removable control panel that isn't even waterproof (Hot Spring says it's "water resistant", but that's of no use when your drunken uncle Hermie throws it in the spa or the kids leave the jets on when they close the cover and the unit gets drenched). And Hot Spring has NO ANSWER. No remote docking station that could be hung on a wall. No way to lock down (and better waterproof) the panel. No way to control the spa other than through the panel. If we had noticed that the panel was removable before we purchased the spa, we never would have done so. I STRONGLY recommend not purchasing this unit (meant to hold 8 people) unless it will only be used by a small number of non-drinking, non-partying, obey-the-rules type of folks.
Thank you Steven for your review. The wireless remote and jets operate as stated in the owners manual. It sounds like you have a need for it to be more than advertised. I understand that everyone's spa usage is different and we work to accommodate all of our bathers. We want all of our customers to soak safety, this means using the spa as directed. If you should have further questions Customer Service can be reached. Happy Hot Tubbing! Vanessa - Customer Service
Reviewed Feb. 5, 2019
My Hot Spring Spa started leaking after two years. We had to replace the heater and light costing us close to $800. We purchased our house with a one-year-old Hot Springs spa in place and since we are not the original owner, we were told the warranty isn't transferable. I have the original receipt and this spa cost over $9000 but I guess they don't stand behind all of their products. I spoke with customer service and they were not helpful at all. I wouldn't recommend this product and won't buy one in the future.
Thank you for your review. I am glad to know you are working with our Customer Service Department. While it's true that the Warranty is non-transferable, we are available for help and trouble shooting. Working together we should be able to get your spa in working order. Vanessa - Hot Spring Customer Service
Reviewed Jan. 12, 2019
After 6 months, ACE system failed. It never produced enough chlorine to color the test strips. Retailer did warranty the first and second time. Replacement cost, in my opinion is cost prohibitive. I have changed over to 3 tabs of Bromine a week, works perfectly that way. Recently, my control panel died (Jets, heating and lighting controller). One would think, replace the control panel. I did, but, Hot Springs claim is that their electronics manufacturer went out of business and the 'new' control panel WILL NOT WORK with the original motherboard.
Yet the secondary control panel on the tub will. So I had to replace a perfectly functioning motherboard so that the new control panel can interface correctly. The control panel runs about $370 online and the motherboard around $550. Even an above average computer motherboard doesn't cost that much, and does much much more. I would say it sucks to get nickeled and dimed, but when it comes to spas, it is more like being Jackson and Franklin'd.
Other excuse I read is, "Other manufacturers have problems also." I cannot verify that because I don't have another hot tub. My thought is, if the electronics manufacturer went out of business why doesn't the new manufacturer make a motherboard to work with the hardware already installed. In this case, they created a motherboard to work only with the secondary control panel and not the main one, WTH? Be aware of hot tubs that have proprietary parts!!!
It is true that some of the spa's components are made by a 3rd party and unfortunately sometimes are no longer available. We work with other manufactures to provide retro fitted parts, that can be used for service repairs. Because most of the parts are proprietary they can't be duplicated by another manufacture. While this is an industry wide issue, in the past have offered a discount for this type of situation. If Customer Service can be of help call us. Thank you, Vanessa
Reviewed Jan. 7, 2019
I have two Hot Spring hot tubs. They were purchased in 2013. The one off our bedroom is one of the upgraded units with two pumps. It has hardly been used in five years and one of the pumps went out. The other unit is a larger one with one pump and has been a problem from the beginning. The heater had to be replaced within the first six months. The pump has gone out and it still fails to heat properly. You get in it even if set up high and within 20 minutes have to get out because it is too cold. I will never buy another Hot Spring. I have had other brands out here where it is cold and had minimal problems.
I am sorry Eric for your poor hot tub experience. I would like to know more about these spas and see how I can help. I will send you a message for more details. Thank you for your post. Vanessa - Hot Spring Customer Service.
Reviewed Nov. 7, 2018
We purchased a Jetsetter about 18 years ago which was awesome and had a long and troublefree life till leaking at the end. We purchased another basically identical Jetsetter about 6 years ago, and we have had all major components replaced. It has truly been one thing after another. Now not all the jets work, and this one is leaking. The dealers just want to come work on it and spend many hours troubleshooting so my husband has done most of the part replacement. At this point, we don't know how much more money to sink into it. We keep it indoors, and from the beginning we have had trouble with the water chemistry after having none with our original spa. We have all the chemicals, test regularly, and have excessive mildew build-up all over the spa and cover. We will never buy another Hot Spring Spa.
Reviewed Oct. 29, 2018
I thought when I purchased a Hot Spring spa I was getting one of the best. I have to tell you I am very disappointed with this spa and more importantly with the lack of service in my area. The local guys want nothing to do with these spas because they are so hard to work on. I have had 3 freeze leaks even after having it professionally winterized. At least one of the leaks was unrepairable and the jet just had to be plugged. I have had 3 companies try and put the side skirt back on and all they did was damage it with no success. I ended up on my back and pounding the side clips together with my feet before it would finally stay. Ridiculous. I called the local dealer "Pools Plus" 4 times to have the tub winterized. No call backs. Contacted the corporate number and finally got an email back saying they would follow up with Pools Plus to make sure we got taken care of.
That was 4 weeks ago. Still no response. My recommendation is this. Do not buy a Hot Spring spa and do not buy anything from Pools Plus. Secondly, make sure your tub is serviceable. Under the skirting, they foam the plumbing in so bad that you have to tear all the foam out just to see what is going on. Then the replacement foam is $4-500. Bottom line is, service, service, service. I don't mind paying to have things fixed but people don't like working on these Hot Springs! Even the ones that sell them!
Reviewed Sept. 30, 2018
The control board goes bad after one or two seasons necessitating replacement ($300 +). On inspection, it was just the solenoid relays on my board that had become corroded, so I ordered new identical relays from the relay manufacturer planning to just solder in the new ones. I read the directions that came with the relays: "Not for use in outdoor or wet locations". So, the Hot Springs "engineers" cannot check the specs on their components and engineer/design to spec. You can bet that is not limited to relays on the control board...
Reviewed June 19, 2018
Hot spring tub cover hinge seams are falling apart, but using heavy strength duct tape every 2 years fixed the problem. Another problem is the handle on one end of the cover, it’s ready to come off but by rotating the cover 180 deg the cover should last another 5 years.
Reviewed April 6, 2018
Hot tub can not control temperature. Water has been as hot as 110 degrees. Servicing company is worthless. According to them Hot Springs will not authorize replacement of the components responsible for this problem. I live in Charlotte, North Carolina.
Reviewed March 19, 2018
From my salesman, Justin, to the guys that delivered my Envoy tub, everything was incredible! I bought mine at Hot Spings Pool and Spa store in Asheville, NC. I was asking Justin a lot of questions in ordered to narrow down my selection and get the right tub for my family! I considered the Grandee but I really like a lounger! I counted out between $10k and $13,5000 from the little stash I keep hidden in my wallet! I told them to put all the bells and whistles on it and I love the Bluetooth popup speakers and the 12 inch sub located below! I can't say 1 single bad thing! God loves haters too!
Reviewed Feb. 23, 2018
I purchased a Hot Spring hot tub in 2012. The first issue was that the two of the jets were plugged, which it turned out was a problem that the tubes feeding the jet were crimped. In fairness, Watkins did fix the issue by sending out an entirely new hot tub. Within two years the lights started to go crazy and the colors could no longer be controlled. Now just months past the warranty, the control panel failed. I'm extremely frustrated that I spent thousands more than I would have with the competitor and Watkins will not stand behind this product. Do yourself a favor and save some money and go with anyone else and even if you have problems you can use some of the money saved to fix it.
Reviewed Dec. 13, 2017
When you're talking about hot tubs Hot Spring Spa's should be the first spa talked about. They last forever! A Hot Spring spa comes with a 5 year warranty right off the bat and most likely won't even be needed! These spas rarely require service and when they do it's usually something very simple and easy to diagnose. Much better than other spa brands!
Reviewed Nov. 20, 2017
We purchased our Hot Spring Spas (Vanguard) in June of 2010. It operated nicely for 5 years. After 2015, the Moto Massage quit working and the pump required replacement. In 2016, it began to leak and now (2017) it does not hold water. The repairs are estimated to be around $2000. We purchased Hot Spring because it was considered to be reliable; however, for the cost of purchase and repair, I would have been better off choosing a cheaper model such as Royal Spa. Very disappointed in this Hot Spring product.
Reviewed Nov. 18, 2017
We purchased an Aria in 2013. At first the quality seemed wonderful. Shortly afterward the problems started. The Ace system works well for a short time, lasting only about 24 months. It was replaced at a pro-rated cost of about $600 Cdn the first time. Today I found out a new cell was going to be $1100 and I had to install it.
The problems don't end there... The remote jet control panel failed and had to be replaced, fortunately it was still under warranty. The tub started to leak and the supplier replaced the heater, again under warranty but just barely. I did not see the bill for the heater but I am pretty sure it would have been expensive to fix. That did not fix the leak and they were back a third time and finally seemed to fix the problem. A piece of what appeared to be an internal part of a jet showed up in the bottom of the tub one day and nobody seemed to know what it was or where it came from??? The "spa operation" logo and indicator light is coming off the outside of the tub. It does not appear to be very well designed to stand up to the elements. As far as I am concerned this was a waste of well over $11,000. Never again.
Reviewed Oct. 6, 2017
Nothing but issues with Grandee since purchasing it in 2011 from Paradise Leisure and Spa. Have experienced pump not working, tub leaking several times, moto master massagers not rotating, etc etc. Tub had to be taken into their shop to figure out leaking issue. This took approx 3 months to fix. This tub was a lemon!!! I now have my tub serviced by another hot tub seller... I am done with Paradise as well as Watkins! I have written to Watkins and they could care less. DO NOT BUY A HOT SPRING PRODUCT.
Reviewed Sept. 23, 2017
We bought our Hot Springs Grandee spa in Feb. 2013 from Luxury Pool & Spa in Midlothian, VA with the ACE salt system and speaker system. We’ve had multiple issues with it over the past 4 years, including sending it back to the manufacturer in June 2017 and have yet to see it returned (it’s been 3 months so far). The issues included having the ACE controller and control box fail twice, moto massage jets no longer working, the ACE salt system failing, Bluetooth no longer working on the stereo system, bent speaker screens at installation and a crack in the shell (in which this last issue caused it to go back to the manufacturer: Watkins in California).
When the crack appeared on 5/15/17, Rachel ** (the service representative at Luxury Pool & Spa) claimed that they didn’t have enough resources to fix it in a timely manner (it was sent to their warehouse on 6/19/17) and suggested sending to back to Watkins on 7/16/17. They also told us to call Watkins directly since “they would listen to the customer and not the dealer” on our issues. We contacted Marianne ** in customer service and emailed her a list of all the issues we’ve had with the spa on 7/17/17.
We wanted to upgrade to a newer version of the Grandee since this spa constantly had problems. She had assured us that they would fix our issues (including the ACE Salt system) and see about the upgrade once the spa had arrived. Getting updates as to where our spa was also up to us by calling the trucking company that was handling transport. Luxury Pool & Spa did not offer to do this for us. The spa did not arrive in California until 9/1/17. We were told once they did inspect it, that the crack would be repaired, new pillows and diverter knobs would be replaced and new speakers would be installed. This still did not take care of the ACE salt system or the Bluetooth issues we were having. Rachel said the ACE system was an add-on but why would they replace the speakers (which was also an add-on) but not the ACE system?
As to the upgrade, the dealer would only give us $4,000 (we paid $13,200 originally) which is an insult to us. We even tried to get Joe Gehlich (the owner) to meet with us directly to discuss our concerns but were told by Rachel that he’s too busy to meet with us. We were also not told the ACE salt system would last only about a year (the life of the warranty) and to replace it would have cost over $900 (we paid $1,295 for it originally). Needless to say, we were very unhappy to hear this, it should have been told to us up front before we bought the spa. To us, it was fraudulent behavior. The technician told us that they do fail within the first couple years and most people just never replace it because of the cost. Both Thomas Holt & Joe Gehlich (co-owners of Luxury Pool & Spa) told us at the time that the spa would be maintenance free with this ACE salt system and was a main selling point into purchasing it.
Based on our current experience, we would not recommend Luxury Pool & Spa or any Watkins product to anyone. I no longer want to own this spa with all its issues, no spa should be having these problems for being only 4 years old. Plus we’ve lost 3 months of our warranty coverage as well as good summer weather while it’s been out of commission. Based on the issues and all the time and energy we’ve spent on trying to get everything resolved, we want the spa to be taken back for $7,500 or replaced with a brand new Grandee with the $7,500 credited towards the purchase.
Reviewed Sept. 16, 2017
We purchased our Hot Springs Spa with the Ace saltwater system in the summer of 2014. We actually love the spa itself, the quality of workmanship is excellent, it has nice finishing, very good quality materials. Our issues is not with the hot tub. It is with the Ace saltwater system. For the first year everything worked great. Starting after just after our first anniversary of the purchase problems started to develop with the saltwater conversion system. It just stopped working. After numerous visits to the dealer whom we bought it from we have still been unable to get the saltwater conversion system to work. We did numerous tests, checks, re-balancing of chemicals, etc. - we even replaced the Ace cell twice (yes 2X) now since the purchase of the tub, at a cost of over $1200 each time, but alas no go.
The dealer has tried to help us but it depends on whom you talk to as to whether they appear like they want to help or not (one person appears to be concerned, the other just keeps trying to sell me more stuff to check it with) - but that is another story. My advice to potential Hot Springs Spa buyer? Buy the tub, stay the hell away from the ACE system. You will save yourself upwards of $5000-7000 (between the Ace saltwater system price differential vs a regular spa and in replacement cell, and maintenance costs). We have resigned ourselves to the fact that this spa will only ever be a regular spa.
Reviewed July 12, 2017
I have used my spa practically every day during the winter months for 8 years. What I appreciate the most about this company is the availability of replacement parts for these older models (2009 Hot Spring Spa). Most spa manufacturers do not carry parts for older spas at all. My spa has been very reliable and trouble free until this year when I needed to replace the high voltage circuit panel. Let's face it, in the real world not every component in a spa will last forever. Unlike other spas, Hot Spring designed the high voltage panel so that when it fails it will not destroy the motherboard. I also have been able to easily replace some of the softer plastic parts that started to wear out. This is the only spa manufacturer that I would recommend to anyone wishing to own a spa for the long run.
Reviewed May 21, 2017
I have been informed that not all dealers take trade ins... like mine... in San Angelo, Texas. I have a hard time getting service because I live 30 minutes out of town. I love and need my Hot springs hot tub. It is nearly 10 years old and have only had to replace filters and the heater once. I had a 5 year warranty so that cost nothing. Now I am fixing to shell out serious cash for a new heater and cover plus whatever else needs fixing... but it is worth it.
Reviewed Feb. 20, 2017
I have had a Hot Spring Aria with Ace and the Bluetooth Sound System. The jets are great and the different seats really allow for whatever type of massage you want. Of course we all fight for the Moto Jet! The music allows me to escape reality and relax at a whole different level. Then the Ace system keeps me sanitized at a level ready for me whenever I want to use it. I just added a pinch of chlorine when I get out.
Reviewed Jan. 16, 2017
I purchased a Hot Springs Vanguard spa from Perry Pools in Lynchburg VA in July 2016. It started leaking in September 2016. I called for repair and was ignored. Finally I was told in November 2016 that I would have to pay a 120.00 service call fee for the tech to come out and repair my tub. I live 43 miles from the store. I drive to my office which is less than a mile from this place daily and do not use that much gas in a month! If this was a tub that was older than 3 months I could understand a service call but this is ridiculous and a rip off. I wouldn't mind paying the standard mileage fee of .56 cents allowed by the IRS but this is robbery. Never again will I ever buy anything from these people.
Reviewed Dec. 19, 2016
Own the Grandee, and have it sunken halfway into the deck with the hard, fake bricks (spa stone earth). 3 LED lights under pillows failed after less than 50 hours of use over 3 years. 3 new LED lights cost $27 each. Hundred bucks delivered, tax for all 3. BUT, repairing them is the expensive part. Was told it was actually impossible. They are wired under the seats and not near the top for easy access. They are also linked in series, so you have to remove over 40-50% of insulation to access and rewire. No other options given by tech and company customer service. Apparently over a thousand dollars to fix. RIDICULOUS. Poor engineering. BUYER BEWARE!
Reviewed Nov. 16, 2016
Terrible products. First, let me say that I my hot springs Niagara is ten years old, and in excellent shape, but is has always been problem prone. The heater boards burn out. The control panel breaks. Recently, I spent over $1,500 in purchasing a new motherboard and a new heater board. When I started up my spa, I got error messages that Tech Support at Watkins said was a burned out topside control panel. So $400 plus, a new control panel. Still, no heat, no motor control. Got Tech Support on the line (they are located in India or Africa where there is a labor shortage because the hold/wait time is always 20 minutes or longer) and running some board diagnostics, the kind tech service person said it sounded like the main control board is bad.
Really? My spa service company, quite experienced and highly regarded, just installed a new one. I read the part No., and Watkins confirmed it was the right one. Called my service company, and they said no seller, no supplier, no vendor, whatever Watkins tries to say, will refund or replace a motherboard. So I am out a $1,600 parts and labor. For trying to repair a Watkins (Hot Springs) spa using reputable spa repair companies.
This firm should be shut down, or restricted to doing business only in California. They manufacture crap. They do not stand by their products. My advice to all Hot Springs/Caldera/Watkins owners: Sell them as soon as they break down, buy anything that you can find from China, India, Bangladesh, or Vietnam. It will break down on schedule with Hot Springs/Caldera/Watkins, but for a fraction of the cost.
Reviewed July 19, 2016
I bought a Hot Spring Limelight Spa in Oct 2015 with the ACE System and Bluetooth. This Spa has given me an enormous amount of problems. I have a long service record with Hot Spring after just nine months and it seems to be getting worse. First off NEVER buy the ACE system. You're better off just using straight chemicals. The first thing that blew up was the ACE control unit. It took two months and three visits to diagnose. First it was a salt issue, then they replaced the ACE cell itself ($750 if out of one year warranty period) and that didn't work, then they replaced the control module which fixed it except if you expect this thing to keep your water nicely chlorinated guess again -- it only works if you only use the tub once or twice week -- any heavy usage and the unit goes berserk you end up adding chlorine anyway.
The Bluetooth popped out on me. First was loose wires which torpedoed the sound from a speaker. The service tech fixed one. When number two blew I did it myself which should warn you about the build quality. The water went bad for some crazy reason -- cloudy as hell, stunk like week old Mexican leftovers. I SHOCKED spa but it was eating free chlorine like beer nuts. I shocked it. No fix had to do the old 600-gallon mega dump. Lo and behold I have a perfectly balanced, clean as a whistle fully running hot tub that all my friends said was the best they had seen. After nine months -- BOOM! After that last sentence you hear the pump heave and whistle and die as the control module explodes like Apollo 11 command module.
Service call again. To their credit they were out next day. Blown control module as expected no parts in stock as I would have bet my entire life savings on. One to four weeks for ANOTHER replacement no parts in stock I guess they have to order the Malaysians hand-build one at a time so now my $12K investment in the wonders of spa soaking is down again. BUYER BEWARE. These units are highly temperamental and sensitive. The more junk you add in the more problems you are guaranteed to have. I would NOT recommend these to anyone unless you need problems added into your life.
Reviewed July 15, 2016
Purchased new Jetsetter NXT with ACE Salt Water System in July 2015 and have had numerous problems with the ACE Salt Water System. The dealer's technician has been called a number of times to deal with this dysfunctional salt water system. I am a retired scientist and am quite familiar with chemistry, so my maintenance of the Spa's water and Tri-X filters is NOT the problem. Sources have revealed Hot Springs Tubs know their ACE Salt Water System CANNOT handle use more than twice a week! Strange, they don't mention that in their glossy sales brochures, Hollywood style informational videos or in their instructions with their Spa. Who would buy a Spa system that can only be used twice a week? Answer = Nobody!
Reviewed June 29, 2016
Extremely unhappy with this spa. From the day I purchased it I have had regular issues starting with a defective thermistor at time of delivery. Since then I have had restricted flow error messages that no one has been able to solve. Most recently I had a leak 1 month after the warranty expired and is going to now cost big dollars to repair. I would never purchase another Hot Springs again.
Reviewed May 30, 2016
Had the Hot Spring Grande for seven years. Replaced cover 2x - that's okay because we live in Canada with harsh weather. The big letdown is the premier moto massage. We've replaced it 3x and its broken again. A hot tub is supposed to reduce stress not create it! $300 a shot so it adds up. Other than that - its okay. But...
Reviewed March 9, 2016
I bought this one for my kid. Really good.
Reviewed March 7, 2016
It did the job. Too expensive.
Reviewed March 5, 2016
It work really good. Tubs are awesome to use, the water heats up really nice and does not take very long to get hot and stay there. All the feature to use are awesome on sore joints and pain. It is very strong and durability. It is made with this awesome shell and has the most advance feature that they offer. Love all of it. I just love how it is build. It has this amazing style that can fit up to 5 people comfortably with room to move around. It has a amazing color that stands out. For the price is awesome but is worth way more and tear and wear, then that holds up for year. It just amazing to have and awesome price.
Reviewed Feb. 26, 2016
The performance of their hot tub is great. I have no issues with it and I've had it for about 3 years. I would definitely recommend this product to any of my friends. The durability of this product is out of this world. I've had other products in the past and this one definitely tops it. The appearance is beautiful. I have it in my backyard on my patio and it looks wonderful! I'm constantly getting compliments from friends and family when they come over. The value of it is slightly expensive but once you own one it'll definitely be worth it! I thought I was overpaying but after receiving it and having it installed I was definitely happy with it.
Reviewed Jan. 11, 2016
The best experience. The best use of my money. A really great way to relax at the end of the day. Any day, any season. It's really the best all around use of money. Even with a small backyard I can enjoy it.
Reviewed Jan. 9, 2016
Super comfortable. Very relaxing. Awesome tub! The installation was also included. I used it at least 3 times a week to relax after a stressed out day at work.
Reviewed Jan. 8, 2016
Awesome experience. I usually feel great after bathing, and I feel like in heaven taking a bath, and I am willing to share my point of view with others, and I want that other people will also enjoy like me, and will also feel the pleasure like myself, and they will also share their feelings with others as well.
Reviewed Jan. 6, 2016
It's a lovely hot tub, that gives you all the expected comfort you deserve for a relaxing bath moment. It also helps massage my body through water therapy, the hot tub has been a blessing because I use it when I want to relax because I hardly have time to go to the beach. It has a lot of outlets that jets water at different pace and patterns giving you the experiences of a lifetime. It fit in perfectly with bathroom space and its design is very beautiful. Friends come over and ask me about my hot bath always. In terms of price it's a little bit expensive but worth the price because of the advantage I get from it.
Reviewed Jan. 4, 2016
We loved our hot tub so much. It was nice to go out and relax at night after a long day at work and getting the kids to bed. Watching the snow fall in the nighttime was the best.
Reviewed Jan. 3, 2016
We are committed to ensuring that every Hot Spring spa is built for the reality of daily use and delivers the benefits you want in the most efficient, convenient and reliable manner.
Reviewed Jan. 1, 2016
It looks very nice. The hot tub does everything they said it would. It is very easy to maintain. This hot tub looks very nice in my backyard. It also has room for few friends. We have had it for three years and still looks good as new and still works perfectly. We are very satisfied with our hot tub. I have recommended it a few of our friends.
Reviewed Dec. 30, 2015
The jets on this hot tub are equal to that of a deep tissue massage. The seating is comfortable and the waterfall and lights are incredibly relaxing. You can find less expensive hot tubs but I think you get what you pay for and this tub is worth it.
Reviewed Dec. 28, 2015
It's something unexpected. You don't know how relaxed you feel until you get in. It's perfect for relaxing your muscles after a long day of work. This is perfect to get knots out and get you reenergized. Hot tubs aren't just a luxury for the rich and famous.
Reviewed Dec. 27, 2015
I've always wanted a hot tub and but I was never in a position either because I was living in an apartment or financially. When I was finally able to I think it's the best thing I've ever done.
Reviewed Dec. 26, 2015
It's a regular hot tub and it's enough for me. I wish it has more features but for now it's ok. I maybe shop another hot tub in 6 or 7 months but I need to see more products.
Reviewed Dec. 25, 2015
Wow! What more could I possibly say? This is helped me so much with my back pain and helps me keep my mind and soul and body at ease. Thank you for providing such a great product. I will recommend this to all my friends and family and even strangers! Great product. Keep up the good work.
Reviewed Dec. 23, 2015
It is the best known hot tub in mankind and I will honestly say it is worth the money! It has lasted for years since I bought it and runs like it's brand new!
Reviewed Dec. 21, 2015
The Hot Tub is beyond good, it had all the features you could ask for. And it was a great way to relax after a long day of anything. The way that the warm water feels on your skin is really soothing. And it has quite a few safety precautions so you can worry less of the danger of drowning or other dangers.
Reviewed Dec. 19, 2015
It is good and fun to use but the price is also affordable. It is if you're already chilling at the spa but the spa is at your house and it's fun. It also operate anything you wish for it to.
Reviewed Dec. 18, 2015
Love the finish and the jet action. It's easy to maintain. Love hearing how a tub soak can do a body good. They are kind of pricey, but I love the full filtration and quality.
Reviewed Dec. 16, 2015
I would like to start out saying if you don't own a hot tub and having been thinking about it for a while then... don't wait any longer. My hot tub is perfect for sore muscles after a week of hard work. My hot tub is one of the best purchase I've made.
Reviewed Dec. 14, 2015
This hot tub is awesome and it's heated. Durable and comfortable. Prices are decent for what it is. Customer service was excellent and the installation process is good for me and the workers are friendly.
Reviewed Dec. 13, 2015
It is very good style and I like it as my favorite. The most common (and therefore, the least expensive) form of chlorine is 3-inch tablets, which are slow-dissolving and require less maintenance. Chlorine sticks are larger and dissolve even slower than 3-inch tablets but are not as popular. 1-inch chlorine tablets dissolve more quickly than 3-inch tablets or chlorine sticks and are better suited to above-ground swimming pools, small in-ground swimming pools, and spas. Look for a concentration of 90% Trichloro.
Reviewed Dec. 12, 2015
I enjoyed having the family in the hot tub on cool fall nights. Seating was never an issue with us. The water was always warm and perfect. I'm thinking about getting another one at the new house.
Reviewed Dec. 10, 2015
I love it. Very beautiful and discrete. The things I do in that tub... It's very satisfying.
Reviewed Dec. 8, 2015
I love having a big bath! The colors and size is perfect for our house.. Honestly I go in it everyday. It's a great, relaxing and stress free activity.
Reviewed Oct. 13, 2015
Hot Spring hot tubs in Beaverton, Oregon advertised their big sale event. Dented or bruised hot tubs for huge discounts. After traveling to Beaverton for over an hour I was told there were no substantial discounts. Only a few dollars less. A salesmen informed me that there was never a discount but that the tubs were marked up before the alleged sale. I have had Hot Spring hot tubs for over 25 years. I was looking for a small hot tub for 2-3. I was told they don't exist and the cheapest one was $7000. I will never purchase another Hot Spring product.
Reviewed Aug. 18, 2015
Here is my Fargo ND local dealer experience with Hot Springs Spas. I have had my Hot Spot TX for almost 3 years now and had 3 problems with it. Purchased in the fall, 1st winter it froze. It was supposed to have a circulation pump installed (Optional). It was either not installed or not working (from day 1) as the tub froze the first winter. No water was circulating through the bottom port, EVER. They had it for 2-3 MONTHS to thaw it. Just after the warranty went out a couple months, the heater went out. Now considering I didn't have it for 2-3 months I was thinking it would be covered - WRONG, I did get the parts covered after telling my story on the corporate Facebook page. Where the dealer tried to lie to corporate about the timeline which I told the corp. rep. I had papers with receipts to prove the timeline. After that all of a sudden in one day they were out to fix the problem, but I still got charged a call fee of $50.
A couple months later the Moto Jet went out, another $100 per jet 2 in most models 1 in mine. They tried telling me they would be good for 5 years, mine 2.5. Started digging into forums, most people are replacing every 3 years. I still like the tub but service by the dealer was way below par (same dealer Grand Forks, Fargo, Bismarck areas). I will write another review in 2-3 years on the service and product quality of another dealer in the Fargo Area. I gave up on reliability/service quality of Hot Springs in Fargo. Price paid on a new TX was $3,800 in 2012 delivered/installed. I encourage people to post at least price paid/model. Side note, a person is 175lb so if both people total more than 350lbs you will need to fill after each use together.
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