Hottubassist Reviews

Rude drivers on the road

Rude drivers on the road If you re looking for a nice service look elsewhere

I have had a leaking hot tub since

I have had a leaking hot tub since September last year It is now 2022 and it is still not fixed There has been endless communication issues and finally I discover last week the enginner that came out last November mis diagnosed the problem Ok things go wrong when I phoned up to try and understand what had gone wrong they really upset me I warn you they are not a nice company to deal with When I made a complaint no apology The engineer who visited last week also damaged the side of the hot tub saying it was badly installed Had the hot tub for 10 years and no previous engineer mentioned it being a problem I posted about the company on my neighbours whats app and guess what I am not the only one having problems I never write anything negative but this company has upset me so much I feel it is important for people to know how terrible they are

Emailed them to have my lid replaced

Emailed them to have my lid replaced that was damaged ffrom day one over 2 years ago Kept sending wrong sizes wrong shapes 4 times now they do not reply to emails Will tey and call them Wanted to charge me twice for a move that was not completed from day one

Terrible service

Terrible service don t trust with your Hot Spring salt filled tub We had ours serviced in August with their highest level most expensive service The man didn t seem to know what he was doing insisted one small scoop of salt would be enough despite me saying it normally was given almost 2kg of salt on a water change The next day the water was grey and foaming the Ace cell was off due to lack of salt The company insisted the same man came again he was clearly very unhappy being asked to sort out his mistake This time he insisted the correct amount of salt was added but clearly not as at two weeks the water was green Having owned it for almost five years the water has never been a problem before When I complained the man hung up on me then emailed me today to say no salt was needed and I should have added chlorine to it Terrible terrible customer service I will never use again

Bad experience with HTA installing Hot Tub

I had my hot tub delivered In October 2024 by 4 x HTA delivery men who assisted with the instalation and delivery of the tub All went well until they placed the Hot tub onto my newly laid composite decking The Hot tub was dragged into position which caused damage to several of the boards which left deep scratches damaged caused by small stones walked onto the platform The operation was immediately stopped and moved with rolling scaffolding poles to other areas damaging more of the boards The whole experience has been an absolute disaster Luckily I had some spare boards and with the use of the HTA contractors I was able to replaced the damaged boards This took 6 hours of my time to complete so understandably I am not happy I paid the contractors thousands of pounds to place my decking I have been in contact with Hot Tub Assist Hot tub installers contracted by Hotspring World suppliers of Hot tubs to assist with this through many emails sent but unfortunately with no positive outcome The Damaged cost over 1k HTA offered 164 and spa treatments as compensation Also to complete the whole disaster the Hot tub side panel was delivered damaged and the access stairs all broken I am still waiting for these two items to be replaced Points to note 1 HTA did not inspect the area for damage before placing the hot tub in position 2 HTA have admitted to causing damage hence the offer of compensation 3 HTA claims some boards were already damaged this is simply not true The new boards were not inspected before work commenced 4 wrong equipment used to deliver the hot tub to place it into it s position eg trolley jacks blowers to clear area blankets 5 Unskilled labour 6 No supervision inspecting damage and reporting 7 No update on replacing damaged Hot tub panels or stairs All I want is for HTA and Hotspring World to put me back in the same position before they came to my house and delivered the Hot Tub Hopefully HTA will learn from this experience It could easily have been prevented Hotspring World be mindful of contractors delivering your product Unfortunately I am NOT a happy customer If HTA deliver your very expensive hot tub then please be warned they DO NOT take care about your property and do not take care on delivery Avoid at all cost Gert Haverhill

Heating unit Fixed

HotTub Assist recently fixed a faulty circulation pump and sensor on our 10yr old HotSpring tub When the fault wasn t completely resolved they straight came back and made sure it was sorted with the help of a senior technician Jon We ve used Hot Tub Assist from the beginning and to be honest I struggle to think of many companies that really go the extra mile to make sure the customer is happy and are willing to come back when it s not As a result our tub is going strong and now ready for winter Electronics and hot water don t usually mix well over time particularly on cheap brands so I know they are always busy but Kelly and the team in the office are always quick to come back to you and the new booking system is clear with confirmation and costs

The two engineers Chris Jack

Had a lovely young man called Ben who came out to fix a jump pressure switch on the heating unit Was very efficient and explained all the settings and things to do to maintain a healthy hot tub Was a lot cheaper than first expected call out charge is a bit expensive 96 standard price but overall great job and hot tub working great

Fixed a leak

The two engineers Chris Jack didn t have the easiest of jobs We live on a narrow road and the rear access wasn t the easiest either having a sharp corner to navigate But they surpassed themselves They were polite and good humoured Clearly knew what they were doing and the installation once in the garden was straight forward Can t thank them enough Job well done lads