Hotspring Reviews

Unfortunately we had a leak coming from

Unfortunately we had a leak coming from our hot tub We called Hot Springs and was told that it would be 140 for engineer to come and identify the problem and this would cover 1 hour of labour charge My husband explained on the phone that the the level of water has stopped just below the moto massager jet He was told to fill up the tub for the engineers arrival The engineer arrived and the first thing he done was empty the tub this was executed by emptying into a portable tub Why had we been asked to fill spa when they needed to empty it During this time the engineer spent most of it on his phone speaking to friends these conversations were peppered with language I did not want to overhear and completely unprofessional He sat in his van a lot of the time too and I had to run to find him when the hose came out of the portable tub and started flooding the garden I also pointed out that the portable tub was leaking out onto our lawn he said yes that s cause it s full of holes Once the tub was empty he changed the stent in the moto massager and refilled the tub No other checks or investigation was carried out The whole process took 3 hours when the tub was filled up he said that he was sure that would solve the problem but if not we were to use the bottle of Fix a Leak he gave to us along with hand written note of instructions He handed me his phone to pay the invoice of an additional 250 00 cost I was shocked at the price but paid it anyway thinking that at least the tub was now fixed I asked for a breakdown of costs and Gail said that this would be emailed When we checked the tub the following day the level had gone down to where it was originally the leak had not been fixed I called Gail and she said that they only thought that the new stent would solve the problem when i challenged her on the 140 call out to ID the problem she said yes maybe we shouldn t offer this service as leaks can be a nightmare to find and we don t like telling customers that it can often costs to detect and fix leaks When I got the breakdown of invoice they had charged 82 for Fix a Leak a product that can be bought online for 40 100 in extra labour charge not a bad job if you can get it considering most of this time the engineer spent it catching up on his social life Gail said that 90 of the time Fix a Leak would solve the problem so why not tell us that in the initial phone call The notes that the engineer left were in contradiction to what the manufacturer recommends how to use the product We asked for a refund on the money we had paid to sort the hot tub In total we paid 390 00 to sort the tub The tub is not sorted We were told the only refund we would get was if we took the Fix a Leak back Gail emailed to say that they would come back out remove the stent refund the cost of stent but no other costs and give us a quote to find the leak but warned it would be expensive Well it was expensive enough in the first place and they did not find the leak Poor service by the engineer poor customer service from Gail We feel completely ripped off