Hot Spring Spa Service & Repair

The spa would not run after filling. I called to let them know. They told me I should call the manufacturer tech support as they would not be able to get the repairman back until the following week. I spent a half hour on the phone with tech support and ended up getting the spa running. The repairman failed to flip a switch on the circuit board. I am still struggling to get the front panel back on the spa and am very frustrated.
When I called to report that I had to complete the repair there was no concern that the repair was sub standard in the first place. I was reminded that they warranty all their work! I would never do business with this company again.

Contrary to the previous reviews I had a very positive experience with this company.
My jetsetter is about 8 years old, and although my husband has kept the maintenance up on the spa, we wanted to have it looked over and wanted someone to troubleshoot the moto jet which was not working despite the change in the little air hose. Paul came out for the service call and very nicely picked up our new spa cover at one of the dealers on the way to save us the trip. He determined that the spa needed a new Moto massager (clearly broken when he pulled it out) and replaced it, voila! working again. He gave the spa a quick once over and listened to the motor and said it otherwise looked good.
So… as noted in the other posts Linda at the service line did ask for the paperwork and credit card info and I also wanted to know why. She explained that the reason they put the card on file is because the spas are usually out of doors and most of the customers request that service be provided when they aren’t at home; so having the card on file makes sense. The paperwork specifies whether or not the serviceman can come on property, that dogs are not loose in the yard etc., and also gives the customer to option to cap the amount charged to the card so that the service man has to call you to discuss any other charges. So I get all of that. The paper also indicates that $ 119 covers 30 minutes of labor and that anything beyond that is an additional charge.
Nothing additional was found wanting in our spa, but he told me that the $ 119 covers any subsequent service calls for a year and I like that (ie; that there will not be the service call charge, and if something is found you can choose to have the repair done or not). As far as the notations in the post by Joe R about the cost of the parts, I have never had any kind of service company come out and have the part be the same price it is online or if I purchased it myself somewhere else so I am not sure why he would be surprised there. As far as the profit margin for my part… their price wasn’t alot more than what I had found online when I was researching last year, so no complaints.

BEWARE.
I wish I had read Joe R review before I had my serviced in Aug 2012.
I went online to find someone to service my Hot Springs spa and their service came up. Spoke with Linda friendly enough, she had to send me all the paperwork before she could schedule my service visit, (she wanted my Credit Care info) and it would cost $ 119 for the assessment. I agreed gave her all the info she needed. Then I was scheduled 10 days out. I have no dog & didn’t have a lock on backyard at the time so, Paul just came into my yard and assessed my spa. Humm, Paul called me couple hours later and said $ 425 would make my spa just like NEW again.
Alright! Fix it! So I also needed a new spa cover which I ordered thru actual Hot Springs which costs $ 650 installed. So now I have $ 1075, in an older Spa that Paul said would be just like new.
The next week my husband went to get in the spa and it was cold and he noticed a leak by one side. So I call Linda to schedule another visit, because my like NEW spa now doesn’t heat and has a leak, she is not there and I leave a message it takes her several days to get back to me. Linda calls me back, it’s a completely different person, defensive and nasty. I asked what exactly is the assessment that I agreed to for $ 119, isn’t it exactly that, assess what condition it is in, any repairs it needs and is it worth putting money into it. But Linda was so rude that there was no need to continue the conversation.
A couple days later my husband called to get them go come out and check out what was done and why it’s not heating. Again it was another 10 days before he could see us. He must be some busy guy.
The day he was scheduled to come, my husband left notes out by the spa, please call, here is my cell, let me know. Paul comes the only reason we know is that the note is gone. 2 days later we get a letter from Paul W, by email saying I «checked our repairs» and the work that we performed is functioning properly, and that the leak wasn’t there before and they needed $ 800 to $ 1000 to lift the spa just to see where the leak was. That was just to assess the leak, just like before. Now if I were to have it assessed again but with a lift I would have $ 2075 into it and it isn’t even repaired.
In closing, he said «I hesitate to continue to perform repairs on your spa, simply because the communications with your wife regarding the spa have been tumultuous.» Tumultuous REALLY.
As for my husband he said he would rather blow up the spa before having them come back into our yard.
I wouldn’t trust them.

Beware.
This is how I perceived my experience with Hot Spring Spa Service located in Mesa (Not to be confused with Hot SPRINGS Spa). These are my opinions, and may or may not be representative of other peoples experiences or facts relative to Hot Spring Spa:
I wanted to get a quote to get my spa fixed so I called these guys. Sadly, they had been recommended by the guy that did the electrical for my spa, and he was great.
I called and had a nice conversation with Linda and she seems sincerely concerned about my issues. I described my problem, and it seemed that she was listening with interest. At the end of our conversation I was told that in order for a «technician» to come out, she needs for me to fill out a couple of pages of information (like I am going to a new doctor for the first time).
SInce this puzzled me, I told her that printing and faxing was not an easy task. I explained that I didnt have a fax currently set up at home and that I hoped that this «formality» could be avoided since no other contractor that I know of has required me to fill out this sort of information for a quote. Nevertheless, she insisted that she could not send anybody out unless I did so. It was «company policy» and since I wanted the entire process to be smooth and easy, I agreed to figure out how to arrange this.
So I fill it out… They wanted authorization to enter my yard. Do I have a dog? Stuff like this… but the purpose for the forms I came to believe afterwards is simply in order to get your credit card number for them to assess $ 119 for them to come out. And like the trusting person that I am, I filled out the forms and send them to Linda so I can get my spa fixed.
The only time available is 9 days away, so I wait. The day before I asked Linda to please give me a window if she can of when he’ll be there so I can be around. She says she’ll get back to me. So the next day she did call me and she gives me a 4 hour window. I tell her that I will be there waiting. She acknowledges this and says she will inform the «technician» and we hang up.
Paul shows up and just marches into my yard un-​announced. My music is on in my open windows, open patio as well as the back yard. When I saw him I was surprised since he was supposed to ring the doorbell. So I run out to my backyard he say’s «Oh…I didn’t know anyone was home.» My presumption (with hindsight) is that it’s easier when you don’t have to actually talk to a consumer. But of course I could be reading that wrong. :-)
So we look at the spa and I tell him what its doing. And at this point I still have faith that he’ll do something «techy» or mechanical and either fix it or take it apart to see if there is a short or something. Silly me.
Paul shrugs his shoulders and says «Yeah…it looks like you need a whole new control panel.» I ask if its expensive and he says «Yes, about $ 510» BUT he will have Linda look up the part and call me to confirm the cost. This is a «walk and talk», as he is on his way out of my yard having spent no more than 5 minutes at my home.
So I am upset that it’s going to cost this much, and sure enough Linda and Paul had their story straight so she called to confirm that price. Still… before I’m gonna bite the bullet on this I do a simple 30 second google search and see I can buy one NEW for considerably less than what they said the part cost.
Now that I am set up for faxing since our previous conversation, I print and fax to Linda the printout for the part and ask if I can simply order it? Understanding that this may not allow me a warranty for the work they’ll be doing I also state that if it needs to be ordered by them, that’s fine, but at least show me the invoice so that I know that they are charging the price for the part that they are quoting me. I explain that I do want to do this with them, but I need to know that the part cost what they told me that it does, as they are still charging me labor etc… Please realize. This is ONLY the part cost that I wish to verify. LABOR IS CERTAINLY EXTRA, and paid for handsomely.
Rather than addressing it professionally, they «CUT ME OFF». That’s right. They «BREAK UP WITH ME» because I wanted to get some clarification of the facts they’d stated, taking my $ 119 that I paid them for giving them the honor of being able to come out and quote my project. $ 119 for nothing!!!
After an exchange of two emails, Paul called me PRIVATE (no caller ID) and acknowledged with raised voice that they «do make profit on the parts» «Why should he have to furnish me with the cost?». «When a client questions us about such things, then they have gone outside of our relationship and we are done with them», he says. He then, hangs up on me with no provocation.
I did dispute the charge for only $ 99. Giving them $ 20 for coming out to my home. I contacted another company. They let me order the part myself. They fixed my spa and it runs just f