Thermospas

The Thermospa hot tub that I received was cheaply built, and with jet handles cracking, parts popping off in the water, led lights not working or matching the pillow seams that allow the light to shine through and the spa cover cracking within a year. In the first year alone they had to come out 3 times. I bought the Park Avenue model expecting a high end model and was disappointed in what I received.

Purchased a thermospa in 2019 and have had nothing but problems with it.

They came and installed the hot tub and that went okay.  It worked okay up until last year and it started leaking.  They came up and fixed it and didn't have any problem fixing the leak - it was still under warrenty.  It started leaking again around August 2011.  I have called them a number of times to come back out and look at it, but they have blown me off.  When I finally got a hold of them, they referred me to someone else and said they don't service my area anymore.

I had been wondering for the last year why I had to keep adding water every few weeks to keeo the level up.  I called Thermospa 6 months ago (June 2011) and a technician told me a certain amount of evaporation is normal.   But it got much  worse so I pulled off the panel in Nov  and was really surprised - (I am a mechanical enginer).    The tub has several flexible vinyl tubes that suck air into the jets from high in the structure - these open tubes are tied high above the water level at the factory.   If they are installed lower, water will leak out.  The open tubes  are tied up at the factory with electrical tie straps holding the open  ends to the top of the inner frame of the tub.  One of these tubes was definitely  not tied at all and was just crammed high in the structure so that  over the past years it, under normal vibration, it dropped down below the water level and began dripping water  over the electric  pump motor, electrical wires and the metal shelving that mounts  all the pumps and controls. This leaking  had been going on for a long time - years - I see lots of corrosion and the motor mounting screws are rusted out.  In addition,  the water filter plenum (where the filters are) was leaking in several places into the same motor and electrical area inside the structure.  I immediately called the service department and spoke to Erwin and later Rob the supervisor  about warranty issues - since the air intake tube was a factory assembly labor mistake  from day one . Rob  said he would evaluate  this a possible warranty issue if  I sent them photographs.   I did that  - registered mail return receipt and confirmed (via the secretary)  they received them on Dec  27.  But from that day and over a month later now  Feb 11 - after about 20 more calls and messages I left on Rob's voice mail - nobody will return my phone calls. .   The service department is non- responsive.  I am  now forced to hire other non-factory repair sources - which  voids the rest of the factory warranty.    Poor Materials Quality: non- corrosive nuts and bolts (not rusting screws  should be used to hold down the motor pump - not so - they are corroding apart.  Poor manufacturing quality - very poor - the  air tube was never tied properly at the factory - the expected  tie does not exist for this one tube  as compared to all the other tubes  in the unit that were tied properly.   The premium price I paid for the advertised quality and service was a sham. . As it is now, unless ThermoSpa decides to return my 21st phone call - I'm going to have to spend lots of money  on someone not approved by ThermoSpa to correct factory assembly defects and the corrosion damage they have caused.  Not using their factory service personnel, according to the ThermoSpa warranty voids the rest of my warranty - but I have no choice - this spa is built into the second floor of my home. I will certainly update this post if ThermoSpa finally decides to address the problems - but after almost 2 months of non-returned phone calls I am very frustrated with this product and service.

Called at the beginning of August about a leaking hot tub and was given an appointment 3-4 weeks out.  The repair man came and didn't have the parts to do the repairs. so ordered them.  I was told to call and schedule another appt when the parts came to us in the mail.  The box came, I called, and was again scheduled about 3 weeks out.  When the repair man came back he looked in the box and found there was a part missing so he couldn't do the repair.  He thought that the part was no longer available so gave me a list of alternative parts that could be used (of course more expensive).  I called the company the next day, ordered the parts, and explained my frustration with my experience so far.  The man I spoke with gave me his extension and name and told me to call him directly when the new parts came in so he could try to expedite scheduling for me.  2 days later the supposedly unavailable part arrived in the mail.  I called the man who had given me his name and over the next week left him 2 voicemail messages but he never called back.  I gave up and called the general number (waiting on hold for 15-30 minutes each time I called), had to explain the situation again, and was once again scheduled for 3 weeks out.  The repair was finally done at the end of October.  I would NEVER use this company again.  If I could give a grade lower than F I would.

Updated January 2012.  The tub was leaking again, called them and they came out within a week.  The service tech was rude and unhelpful, telling me that the parts I need are back ordered for months and he can't get them.  He tried to seal it with silicone and 3 days later it's leaking again.

Very unhappy overall. They overprice, everything. Chemicals(which can be purhased for 1/2 the price locally} Parts are expensive and shipping is outragious. ThermoSpa since no on locally had any. I called to complain and they said they do not stand behind Pillows and gaskits.

Prior to this service appointment, I was told that I needed to send pictures of the problems. I did - actually for 3 weeks in a row with no response. I finally went out there, and they scheduled a service appointment for 3 days later. Service was suppose to call me the evening before to give me a time. Never did. Called 3X the morning of the repair date, and was finally told that the repairman was out sick. Another repairman showed up unannounced mid-morning. Told me that he panels needed to be sent to me. Did I get them? No. Have I received them yet no. We also have a water issue. This issue started when we first added water to the Spa. I have changed the water 12X and still this issue persists. I had the water and the chunks of gunk sent to a water testing lab and was told that it is a white mold. I was told by the service guy that they would need to do a high end cleaning service that would cost me ~$500. So you pay for the spa, the provide one that has mold in the lines then want you to pay for getting it corrected after dodging calls and poo pooing complaints for the last 9 months. Well, it is going on 9 months that we had this spa. We have used it 2X. Still no resolution. Only one returned phone call that was after I threated to go to the state and all they did was leave a message. Still no resolution. DO NOT BUY A SPA FROM THERMOSPAS

Horrible; took them 4 months to deliver it and another 2 months to make it operational. Delivery agents placed it at an angle, outside strips coming off and damaged, brown water and debris in the bottom of the unit; did not stay to set it up as promised. Tech had to make 3 visits till it was operational. Salesman lied about several things; the covers are NOT easy for a short lady; the finish does not stay nice; filter housing screws already rusted, as have the edges of the trainer bars; owners manuals are disorganized and incomplete. Phone communication is awful; all you get is voice-mail and it takes 2 days to get a reply. This whole transaction has been simply incredible!

THE SALES PRESENTATION AND INFOMERCIAL IS HIDEOUSLY MISLEADING. WHEN I BOUGHT THE TUB THEY SAID THAT MAINTENANCE WOULD BE LOW, BUT IT HAS BEEN ANYTHING BUT THAT. FOR THE WHOLE HOT TUB THING THEY FOCUS ON HOW MUCH ELECTRICITY IT USES, BUT THEY NEVER TELL YOU HOW LABOR INTENSIVE IT IS. YOU HAVE TO FILL IT, DRAIN IT AND BALANCE IT. IT'S LIKE HAVING A JOB WHERE YOU HAVE TO PAY TO GO TO. WE WOULD NEVER BUY FROM THESE PEOPLE AGAIN. TRUE THEY FIXED IT, BUT SOMEHOW IT WASN'T COVERED IN OUR WARRANTY.