Hot Spring SpasReviews on record for hotspring.com

Love our Hot Spring Azure we purchased in Christchurch 2 years ago, there was a fault in the electric plug recently, Shane was sent out from the Hornby office and replaced it immediately, shared information regarding chemicals and general usage, inspected the pool and cover. Absolutely brilliant.

I bought a Hot Spring Aria for €18,000 from Status Wellness, the official Hot Spring distributor in Portugal. The main reason to pay this much instead of €3–5k for a regular tub is supposed to be the brand: proper guidance, proactive support, someone who has your back. That's the pitch. The reality: there is no difference. All the support is reactive at best. Nobody walks you through the maintenance, nobody reminds you what to replace and when, nobody checks in. At installation we got only generic instructions, and we had to discover the actual maintenance requirements ourselves, the hard way. We even ended up writing our own maintenance guide. US customer service twice promised their European team would contact us. Nobody ever did. And nowhere in the sales process are you told the real running costs, roughly three cartridges plus a sensor every year. The tub itself is fine. But you're paying €18,000 for a support experience that simply doesn't exist. If you're going to figure everything out yourself anyway, do it with a €3–5k tub.

Almost got driven off the road by one of their utes. Apparently road rules don't apply when your towing a massive trailer!

I purchased a Hot Spring grande in 2019 and paid an additional sum for the fitment of a sound system. Within the first twelve months of ownership the ‘Subwoofer’ failed and was replaced under warranty, shortly after the expiry of the 1yr warranty one of the pop-up Polyplanar speakers failed, I was quoted over £320 for the replacement of this speaker so decided to source one and fit it myself, I managed to purchase one for approx. £120 from a company in America. Within a couple of weeks the second speaker failed which I replaced again myself, this speaker was at the rear of the tub and the cable had been extended and connected with a different connector which I had to do again, I used a box connector. After approximately 10-12 mths both speakers had failed again, I contacted Hot Spring to discuss my issue and was told it was out of warranty and they were unable to do anything about it and the cause of the failure is likely to be either chlorinating the tub with the lid down (which I have done occasionally) or running the speakers at too high a volume. Their recommendation was to only chlorinate with the lid open and run the speakers at a maximum of half volume and control the volume from the device running the music. As a gesture of goodwill, they offered to sell me two more speakers at the cost price of £180 each. I declined the offer as was able to purchase on the internet again for around £130 each. Over the next three years I replaced another ten Polyplannar pop-up speakers and one subwoofer, the period of time the pop-ups were lasting was reducing significantly and the cost to purchase them was increasing. At desperation point and having spent over £1,800 in replacement speakers I contacted Polyplannar themselves who are based in America. They kindly sent me two new speakers at no cost, these lasted less than one month. They assured me that the speakers themselves were not faulty and referred me to Watkins leisure in Nederland’s. I was contacted by Watkins and explained my position, they were very sympathetic to my issues and sent me another two speakers at no cost, these lasted about two weeks, and both failed. In a genuine effort to resolve the problem Watkins sent me a complete system, speakers, subwoofer, wiring loom and power box which is a complete replacement system and one of there technical engineers got onto a video call with me and talked me through the whole installation process. When the engineer saw the box connector I was using, he was unhappy with this and said I should not have cut the original connector off but as it was too late, I should wrap it with electrical tape to prevent moisture getting into the wires. Installation was now complete and working but within two months one of the speakers had failed again. I contacted Watkins and was told it was due to the connector I had used. I took advice from an auto electrician who looked at the connectors I had used and his view was that they were unlikely to be the problem as there were completely dry with no evidence of moisture or green in the connectors but to be absolutely sure he supplied me with some waterproof heated shrink connectors. I purchased another speaker directly from Polyplanar which again came with spade connectors which are incompatible with the nylon block connector on the tub so I replaced them with the waterproof heat shrink connectors. Alas, within two months another speaker has failed. My experience of the sound system on the Hot Spring Grande has stressful and expensive, having spent over £3000 on the system and replacement components it still does not work. I’m my opinion the system is not fit for purpose and anyone considering purchasing this system should re-consider.

This company makes high end spas, we made the mistake to buy one. Then we made the second mistake to buy their hot spring connected-spa-kit to be able to control it remotely. That paired with an app worked for a 1y or 2, badly slow but still had something. Then they decided to SCREW all the owners who bought the network module and came up with hot-spring-connected-spa-kit-v2-79994, which is an extra 300 USD, and needs a newer app. Of course, the old stuff is obsolete now! A CA company which deserves ZERO respect!

Purchased a 20k Hot Springs Vanguard salt water spa in 2023. Now selling the house and although I bought a 7 year warranty with the hot tub, the manufacturer says it will not honor the warranty with the transfer. Their explanation was that "I paid the dealer for the warranty and new owner did not". That makes complete sense but, I didn't get any money back for the remaining time. The they explained that "It was in the fine print of the contract". Lesson learned, don't buy from a company who cares more about their profit than supporting their product and customer. Bad Business!

We are very upset that the heating element in our 3 year old Rhythm is broken after very gentle use. Having spent over $15k for a brand new tub 3 years ago, we find it a sign of bad workmanship that major components are a) breaking and b) no longer under warranty. We are now at the mercy of our distributor's very busy schedule, with several weeks between notification, a separate expensive call out to confirm what we know is the problem, and now waiting on a solution. This is a nightmare. I wish we didn't have to complain online about something so basic has having a working device, but here we are.

The company is all promotion and little quality. When the control board on my hot tub went bad (new one = $350) I found it was a relay that had shorted/burned up. I can replace the relay by simply soldering a new one in....so I ordered an identical relay from the relay maker and soldered it in for a few dollars. Fixed! BUT: the new relay came with the manufacturer's installation instructions that noted it was "not to be used for wet or outdoor locations". No wonder it failed; it's a HOT TUB! Stupid azzhole engineering or built-in obsolescence?