ThermoSpas

Got our Concord hot tub in 2019. Since then we have replaced motors, 3 boards, lights, head rests and other items. First electrical issue was 3 months after install. Board blew up. They sent a technician out to investigate and replace, blew one more time.

We are on board 3 and now it’s turning off and on and they will not honor their warranty. They want me to pay out of pocket for something that was faulty upon arrival. Their technicians told me they blew for no reason. So for 12,000 dollars they gave us a unit we have to work on once a year.

I would not suggest this for anyone. Sure it’s nice to be in a hot tub but is it Worth the headache? I wouldn’t do it again. Neighbor has had a different brand for 10 years with no problems.

My spa was delivered damaged in May and it is now November and the company has not yet made things right. They did several attempts at ordering replacement insulation panels but their service reps cannot seem to order one that is the proper size even when they were furnished with correct dimensions.

My spa was also delivered without the headrests. When you email the company to have the issues worked, they never get back to you. When you get the technical support on the phone, you can wait 20 minutes or more in queue and the phone calls keep getting cut off.

I would have rated them a zero; one star is too good for the lack of product and service provided. I encourage others not to waste their money doing business with this company.

Excellent, solid, well made hot tub that far exceeded my expectations. I wanted the best and I believe I got the best! We waited about 3 months to have it built to our specifications and delivered. My wife and I have been in the tub every day since ThermoSpas installed it and it’s heavenly.

We have the Concord style and it runs flawlessly, very quiet with 3 pumps and 75 powerful jets to massage your aching muscles and reduce stress. ThermoSpas has been around for a long time and has really perfected their hot tubs.

Any issues we had were small and handled expeditiously by their customer support team. The salesman, customer service and the service department were extremely professional, knowledgeable and catered to any of our needs. Great product and company. I highly recommend this hot tub, which is life changing.

We spent an hour with a knowledgeable, personal and professional salesperson. We were ready to invest in one of these hot tubs but I wanted to speak with someone on the Cape who had a tub.

The salesman assured me there were many folks with Thermospas and stated he would send me the names of several folks close by. My concern was the difficulty in obtaining a service call if needed.

I never heard from this guy again despite several emails requesting the names or asking if he were having difficulty. Not a good way to do business. And I am still searching for the right hot tub!

My rating is average because part of the experience was excellent and other parts very poor. Let me begin by saying the Spa I had delivered yesterday was a Park Avenue to replace an aging Park Avenue.

The one that was replaced was purchased Used and about 10 years old at the time of purchase. I then used it for an additional 6 years but enough was starting to go that I decided it was time to replace it with a new Park Avenue.

The sales process was very smooth but then I knew exactly what I wanted when I called sales. But once I signed the contract and send the deposit it took some really strongly worded emails to get the sales person to respond to me with updates.

(Peter) I ordered the spa in December and was told to expect it in April. Since I had to arrange for the old spa to be moved to make room for the new one to be delivered I started sending emails to the Sales Person in early March. March 5 I am told no updates in the system.

April 5 I am told still no updates. April 11 I am told that I should expect delivery in 3 - 4 weeks. Finally in late June I get a call to schedule installation.

I do not know how much of the problem was my sales person and how much of the problem is poor quality systems the staff relies on to provide information to the customers. Either way their system is broken and needs to be fixed.

I should not have to work so hard to get information when I am paying almost 20K for a spa. The customer service I received was horrible. Installation date comes (July 7) and the crew arrived within the time window that was promised.

The crew chief says the paperwork shows a balance due. I had paid the balance due a week prior when I got an email requesting that the balance be paid. It is amazing that the business office did not provide that information to the crew.

They sat outside for almost 40 minutes trying to get through to somebody to confirm that it was paid. I had to go get a printout of my paid receipt. Once they issue with the office was cleared up installation went as planned. The crew did a great job, cleaned up after themselves.

The spa is great, the installation team is great. The office staff did a terrible job of communicating with me and of communicating with even their own installation crews.

I loved my old spa and expect to love this one but if I was aware of the amount of aggravation the poor customer service would be I would have investigated other brands.

Wish I would of seen this review before almost 20k purchase of park ave. We have had this not working jacuzzi for over a month. Very disappointed. Our sales rep Joe who also sold my sister-in-law a spa is very nice but obviously has no support from his company.

We filled this spa to have it empty. We need a part. It’s so funny the parts dept spoke to me 3 weeks ago on a Fri. He said our part is on loading dock. Same guy calls me the next Fri (a week ago) says our part is ready to ship. I said what you said it was shipping last Friday lol.

He got defensive and said, "Well this is what my team told me." I requested his supervisor to call me. A week later I’m still waiting. This response and customer service is gross!! Do better Thermospas. Don’t deliver broken new spa to people who spend almost 20k.

We received our hot tub on Monday, 04/11/22. The delivery people placed the hot tub in its spot and left all the packaging materials for me to dispose of. Not a huge deal but was surprised I had to clean up the mess.

Went through the manual and texted the rep. He called and over the phone explained what I needed to do to fill the hot tub. The next day, before my electrician arrived, I found a leak near the filter area. Contacted my rep who gave me the email to the support team.

Support set up a a local repair place and the arrived that Friday, 04/15/22. The repair guy came with a tube of silicone and a hand towel. I explained to where the leak was and he basically told me I was wrong and put silicone around the top of filter on my brand new $15,000 hot tub.

Well the next day I refilled the hot tub and turned the power on. I immediately started getting a code on the panel that the heater wasn’t working. Checked the manual and followed the troubleshooting recommendations.

I then opened the lower panels around the hot tub to re-verify that everything was as it was supposed to be. After opening it up found the same leak. So I continued to look into getting the heater going and then the power pack control panel stopped working.

Made another request to support for a repair and also requested to speak to a member of management. I’ve waited 2 weeks since that and still have not had a repair made or contact from a member of management.

I contacted my rep and support again today and requested my money back and to return the hot tub. It’s very disheartening to pay so much for something and not get anyone from ThermoSpas to care at all about my situation.

The rep continues to tell me that my situation is very rare and that this never happens! If this is how this company takes care of their customers, I just want out!

Oh and I never did receive the steps, contacted the rep and was given half my money back and a week ago I got an email I was getting a lower quality set of step, which have still not arrived. The experience just keeps adding up with more and more disappointment.

I have owned 3 hot tubs, and 3 top manufacturers. They are all pretty much the same in quality and craftsmanship. Let's face it, they all break and all of them could step up the quality of the manufacturing process and I could give them a few ideas.

Not sure if they are just trying to make more money. What I will say is that out of the top 3, Thermospas Corp has the best customer service and they are the most helpful. Although my spa has has some failures they have always taken care of it, even out of warranty.

GREAT COMPANY with GREAT STAFF. They all need to step up the quality. If Thermospas could get the kinks out they would be unbeatable.

I filled out the "Contact us" form to request a quote on a Park Avenue model. After a few days I received a call and I again explained that I just wanted a ball-park cost so we could do some budget planning. They insisted that a in-person meeting had to be setup to go over the options available.

I again said all I wanted was a ball-park cost but again was told an in-person meeting had to take place because there was too many options. I asked for a range of price but again was told I would have to have an in-person meeting.

I said my time is short and I didn't need to waste it on a meeting when a simple email or 2 minute phone would do it. There are lots of other hot tubs available, I don't need to waste an hour with an in-person sales pitch so I can plan my budget.

Very poor sales tactic, most likely it was a "get the husband and wife together and throw out the emotional pitches and then sell them with a financing deal". Sorry, I know a lot of people get suckered in with those sales pitches but I don't make my purchases that way.

The spa has leaked in numerous places, the control panel has been replaced twice. Pillows degrade in about 3 years of limited use, covers are good but wear out in 4 years. Now having issues with it overheating, set the temp to 80 and it goes over 110 and shuts down. Don't waste the money on one of these.