Hotwater DRx

We love this company. They are very knowledgeable, professional, and friendly. We have owned hot tubs for 30 years and always call Hotwater DRx!!!

I was billed two times for the same service and now they will not return my calls or refund the second charge. Hot tub service performed on November 21st, 2016. Invoice #11223 for $195.74 was left after service. I called several times to attempt to pay the invoice, and left voicemails each time. Finally in early January I received a call back and they told me they would process the payment. One week later I received a text from (616) 874-3385 that said they misplaced the invoice and asked if I could send a picture of it to them so they could process the payment. I complied with the request and sent a picture of the invoice. on January 10, 2017 I was charged $195.74. The very next day on January 11, 2017 I was charged $195.73. I took a screen shot of the double-charge and sent it by text informing them I was double-charged for the same service. No one responded to my text so a week later I called and left a voice mail. No one responded. I called and left another voicemail on January 30th. Finally I received a call back on January 30th and I was told the problem was with the processing company they contracted, and the second charge somehow ended up in an escrow account so they did not notice it, and that it happened to other customers as well. I was assured that the overcharge would be reimbursed immediately. It is now February 24th, more than 3 weeks later, and I have still not been reimbursed for the second charge. Furthermore, no one will return my phone calls or text messages.

Our Hot Tub Heater went out on a Friday night, I called at 7pm expecting to get a machine. I was surprised to get a friendly answer and was told I would have the owner to my house Saturday morning. I had the Hot Tub thawed out over the weekend and the part installed and up and running on Monday. Great friendly family business.

Terrible! Doesn't know what he is doing! I learned more from YouTube. Left my gate open and my dog got out, ate some poison and cost me $400 at the vet. Called him serval times because my pool was extremely dirty, never offered to change the sand. Still hasn't fixed my heater.

I needed someone to move my hot tub when I moved to my new hone. I called several places to get quotes. Hot Water Dr.'s was comparable in pric, but the professional & friendly office staff was great. My moved got switched around so I to call them last minute. I was worried that since it was last minute, it may be difficult to reschedule. Becca was very anxious to make sure I got my tub. She offered to have them pick the tub up and deliver it to our new house (which was a lifesaver). She gave the name of the gentlemen that would be taking care of me, which i thought was nice. Dave and Jake had it picked up and delivered to my new house by 10 am. They were vey friendly as well. I would definitely use them again and would refer them to someone else.

1. First phone call
We submitted an online "service request" on their website which was actually very easy and convenient. They contacted us that same day to set up a time to come over and fix our hot tub. We received an invoice saying  "it was cycling too often causing it to overheat". This was supposed to fix it. If it doesn't we might need a thermostat. When we turned on the hot tub it went back to "OH" overheating and the topside jet panel was not working (which we were told, was due to the fact that the tub was overheating).

2.  Second phone call
We called them back and had to set up a time for them to come out and replace the thermostat and put in the new jet. They did but told us to "top the water off and turn on the breaker. The breaker had never been turned off.

3.  Third phone call
We called them on a Friday stating that we had no power to the tub. We switched all the breakers with no success. We waited over the weekend (which was reasonable) and weren't home on Monday when they came. However, they left an invoice that told us to turn on the breaker. The owner also left us a message stating that we needed to schedule a time for them to come over and look at our breaker box. 

4. Fourth phone call
We scheduled for them to come out on Friday that same week to inspect the breaker and figure out why we didn't have any power to the tub. We waited all day into the late afternoon until someone showed (He did apologize for being a couple hrs late). During this visit, he switched all the breakers in the basement (which didn't restore power to the tub). Big surprise since we had already done the same thing. Then he inspected the power supply to the tub outside and stated that he "reconnected the blower in the tub" and the power was restored. After he left, the tub was working but in a matter of hours the "OH" symbol was back and the topside jet panel was still not activating the jets.

5. Fifth phone call
 I was sent to voicemail and left a message about the "OH" symbol that was still appearing on the panel of the tub and the topside panel was still not activating the jets. This is where things really went down hill. The owner called me the next day and left a message saying...."That wasn't even the reason why we came out to fix the hot tub in the first place but they can come out to take a look at it." 

After reevaluating the hot tub, it was determined that it wasn't the thermostat but a bad motherboard. We were notifed that they were going to reimburse us for the fee of the thermostat + labor. After replacing the motherboard and receiving the invoice, the topside jet panel was still not working. 

6. Sixth phone call
I was able to talk directly to the owner. He denied that there was ever a request to fix the topside jet panel. I told him that I have the invoice right in front of me. He got very defensive and said, "Well we probably just disconnected it when we were out to fix your tub". I told him that this was one of the original problems that prompted our call for service and we were told that the reason why the panel wasn't acitivating was because the tub was overheating. We went around in circles at which point, the owner told me that we don't even need that panel if the other one is working and went on to defend all of the work they have done so far and how fair they have been with the pricing. He was rude, condescending and less than helpful. I told him not to worrry about it and our phone call ended. 

We would never use The Hotwater Doctor again to service our hot tub. We feel that not only were they incompetent, but they didn't take ownership of the issues that came up. We understand that it can be difficult to diagnose the problem initially but to not acknowledge errors that have occurred or to not take owership for mistakes isn't acceptable. Our last conversation with the owner was a deal breaker. They have poor communication and at no point could they keep the issues straight. We feel that they are poorly organized and this leads to less than satisfactory customer service.