Pacific Hot Tub Solutions

Excellent, they installed and maintained a tub at our last house, and they just installed another one at our new house. If you want new or used, these guys are worthy, especially since most sales hubs for tubs have no idea how to fix them. These guys fix, refurbish, and maintain.. They also work with conduit electric which is a great outfit for electrical work. Good group of guys.

The service people are excellent. The woman I interacted with on the business end is ultimately the reason that I left. There were three separate mistakes with billing. When I renewed a year's cleaning service, there ended up being a 4 month lapse in service that they didn't identify, and I didn't either until the water became noticeably unclean. I received an extension of my service from the true start date with a bonus month. When I was rebelled, she didn't take into account the adjusted dates of service I'd already paid for. When I was perturbed in our follow-up conversation, she told me, "I don't like your tone." No apologies for prior and current mistakes or that she doesn't seem to have a firm grasp on her active accounts. At that point, she was dead to me and I knew I needed to move on and support a different local business.

Experience did not go well! Preparing home to put on the market. First appointment was cancelled by text due to a sick call. I felt I had to agree to reschedule time that conflicted with another appointment. I had warned that the hot tub needed to be drained during both scheduling conversations. I was assured draining would be no problem. I suggested draining in to street upon arrival. Area where another person was already working on the fence was flooded creating a difficult muddy mess. When asked to stop, SPA guy told the other worker, the tub should have been drained before their arrival. The situation became tense with unprofessional comments being made. Would not use this business again or recommend to a friend.

They were very punctual and professional. The whole process was very easy.

Scott, Kim and their team were very professional from our first consultation at their Oregon City store. My wife and I were considering purchasing a new Hot Tub. However, when we had been looking at multiple dealer locations including local individual stores and big chains in the Portland area, the price tag was out if our budget. Without resulting to Craigslist with this size of a big purchase, we researched businesses specializing in refurbished spas. It was then we came across Pacific Hot Tub solutions. Upon first visit, we met Scott and was impressed with his knowledge and his business. PHTS obtains Hot Tubs from multiple sources and repairs/replaces parts of these tubs to get them to a near new status to sell in their show room. We found our perfect Hot Tub on our 2nd visit with Scott. This is an amazing Tub: LA Spa - Tropical model, 8'x8' multi level 7 seat design. Scott replaced everything on this tub before placing on show room floor to including both heat pumps, all 32 jets and jet parts, interior tubing, pillows and brand new cover. Basically everything except the shell and circuit control board which were covered under the warranty. Their pricing was extremely competitive. We purchased this 1997 model Tub at $11,650 brand new for only $3500 with cover, pad and stairs included. Amazing deal!! Scott also not only had the tub delivered by his team but he came out to our home in person for an in home consultation to ensure installation was done correctly and brought our our initial chemical pack, balanced our water and showed us how to maintain the water with the chemicals. Its been 3 years since purchase, the tub is working amazingly well, we use it literally 5-7 times a week, and we have been back to Scott for chemicals several times to keep stocked. I highly recommend checking out Pacific Hot Tub Solutions for your next Spa purchase. In a month we are moving to our new home, Scotts team is going to come out and move our tub from the old home to our new home. Fantastic team of professionals!!

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The crew showed up on the day scheduled within the time window.  They evaluated the location and discussed their approach then got to work.  For a while I watched from a window, and it was quite the task.
After they were done, they drove off with the hot tub on their trailer and the deck area was left in a clean manner.
Thank you Pacific Hot Tub Solutions...I am glad that you are in my local area.

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I had a disgusting old hot tub wasting away on my back porch. I had no idea how I was gonna get rid of it for under $500 until I called PHTS. They were by far the best price of all the places I called, including individuals advertising junk removal on Craigslist. They were friendly and very honest about pricing and scheduled the removal right away. Mark and Jeff came out in the pouring rain braving my very muddy driveway; they unhooked the spa and took it off my deck with hardly a hitch. They were in and out in an hour. I would definitely recommend Pacific Hot Tub Solutions to anyone needing a tricky hot tub removed. 

On October 17th, 2014, well within the one-year warrantee period, I discovered the topside control panel that houses the heater, jets, light and filter cycle controls had completely detached from its mounting bracket and had fallen back inside the spa enclosure. I opened the inspection door to the spa and found that control module had detached due to several of the plastic tabs on the module being broken. Whether the broken tabs were an installation defect or were the result of a product defect, the entire installation was warrantied for one year from the installation date of December 5th, 2013.   I notified Pacific Hot Tub Solutions and it's owner, Ms. Priest, in writing and by certified mail of my warrantee claim in November, 2014. I included several photographs of the defective topside control unit in the letter. Her General Manager signed for my demand letter and I later received notification from the Post Office that it had been delivered. As of today, January 15th, 2015, I have heard absolutely NOTHING from PHTS. My spa has been rendered completely useless for almost THREE MONTHS due to the arrogance and negligence of PHTS. Ms. Priest is obviously going to do nothing about the warrantee claim.     
 
UPDATE 03/31/15:   I still have heard NOTHING from Ms. Priest or PHTS regarding this warrantee issue. Since Pacific Hot Tub Solutions is not licensed, bonded or insured with the State of Oregon I am attempting to resolve the issue through Angie's List's Complaint Resolution Process. Pacific Hot Tub Solutions stated warrantee to me is obviously worthless. According to the CCB, there are still no licensed electricians associated with Pacific Hot Tub Solutions. My family was lucky. Although I have a completely useless spa in my backyard, at least I am alive and able to detail my experience with Pacific Hot Tub Solutions.         

UPDATE 06/22/15:   Angieslist is unable to assist me further because the warrantee period has now expired. Apparently a company can simply wait for it's guarantees or warrantees to expire and get away with any type of customer service! My spa has been useless for almost EIGHT MONTHS. Thanks PHTS!!!   

     

This company was very easy and friendly to work with. We got an estimate on the phone and Nathan was very clear that it was a very rough estimate because the price could change with the ease/difficulty of moving the tub in each location (building ramps etc). As it turned out, it was very difficult to get it out and moderately difficult to get it in. Sadly, this made the price much higher than estimated. However, I felt that I had been warned adequately that this could happen. The job was done on time and very well and they even did a surface inspection of the tub, so we know what we need to fix/replace. We had a positive experience working with this team and will use them in the future for hot tub service etc.

Our hot tub broke and it was time for it to be removed. We had been looking at this company before because they sell repurposed hot tubs/spa with a warranty for a fraction of the cost of a brand new tub. We do not have the money yet to invest in a new tub, but we did need the one one removed. And what sold us on Pacific Hot Tub Solutions is they would come haul away our old tub for a fee, BUT they would put this toward a new tub when we are ready to buy one (must be within a year). 
Turns out the job was more tricky than anticipated. The tub had to be cut up because it was such a beast. This drove the cost up a bit, but again, because this can be put toward a newer tub when we we are ready to buy one, it was no big deal. 
The gentleman who helped us (Mark) was very helpful and professional. He was curious of our property, kids, and dogs. They were very efficient and did a great job cleaning up so as not to leave a dangerous mess for our kids. We really appreciate that. 
They were a tad late, but called to inform us. They had gotten held up by a job prior. But it was really no big deal. 
We are very impressed with this company and their staff.

On-time and charged less than quoted.  Cleaned up after completion.  Good crew..  Would recommend to friends and use again

Overall very satisfied.  All phone contacts and the onsite performance for removal of the tub were professional. .

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On April 22nd, 2014, I observed a water leak coming from under my spa. I opened the heater/pump compartment and found that the main 2" flexible hose to one of the pumps had cracked. This damage was not caused by Pacific Hot Tub Solutions. However, upon inspection of this issue, I found that the technician from Pacific Hot Tub Solutions had NOT used weatherproof flexible conduit to connect the 40 AMP, 240 volt wiring to the new heater/control unit! He had simply run the individual feeder wires through the connection hole in the side of the new heater/control unit. Yes, I've got pictures!! The water from the leak was spraying directly on these live wires and even sprayed inside the new heater/control unit! I also found that the technician had not bonded (grounded) either pump to the new heater/control unit. He also failed to connect the ozonator to the new control/heater unit and just left the power cord to this unit tucked behind the unit, out of sight. I corrected the wiring problems myself and made a complaint with the Clackamas County Building Codes Division. I also had a County Electrical Inspector come to my house review my work. This complaint is still pending with the County and has also been forwarded to the Oregon Department of Consumer and Business Services, Building Codes Division.  I learned from the County Inspector that electricians must be licensed to conduct the type of repair/installation done to my spa. The companies employing these electricians must be licensed and bonded by the Oregon Construction Contractors Board. Further investigation on the CCB website indicates that Pacific Hot Tub Solutions, LLC has only an "ID" number (195528) and NOT a license to do installations. According to the CCB website, Pacific Hot Tub Solutions has "No active insurance" and "No bonds". I also located information on the CCB website that Pacific Hot Tub Solutions, LLC had been sanctioned and fined in 2012 for operating a business without a CCB license!  

Next I checked the Pacific Hot Tub Solutions, LLC, website. I found that the site proudly displayed a 2013 Angie'sList Award. Really?? The site offers the disclaimer, "We will explain to you what is needed for wiring a hot tub; However, we are NOT licensed electricians and cannot do any of the wiring for you. Only the property owner or a licensed electrical contractor can do the electrical installation required for a hot tub". The Pacific Hot Tub Solutions, LLC, website also boldly "Licensed and Insured". REALLY? Not according to the State of Oregon! Maybe this company has some kind of private insurance but it admits on it's own website that it's technicians "ARE NOT LICENSED ELECTRICIANS". I can only assume that the electrician/technician that made the repair to my spa was not only incompetent and/or lazy but was unlicensed.  For the good of spa owners and potential spa owners, I suggest the following information: 1. In Oregon, a business installing/repairing spas and hot tubs must be licensed by the Construction Contractors Board. 2. A spa/hot tub installation requires that a licensed electrician or the homeowner completes the wiring. 3. A spa/hot tub installation requires an electrical permit, currently $100.80 in Clackamas County. 4. A spa/hot tub installation requires that the completed job be inspected and the permit be signed off by an County Electrical Inspector. 5. Upon the sale of the property where the spa/hot tub is located, the permit/inspection record must be disclosed to the buyer. If you have had Pacific Hot Tub Solutions, LLC, install or repair a spa or hot tub, I would suggest that you ask yourself the first four questions very carefully and consult the proper people if the answers don't sound right.  Oh, and Pacific Hot Tub Solutions, LLC, answer and solution to my complaint? The owner told me that the technician had been severely disciplined and that he had suffered financial losses due to his negligence. At first, the owner offered to refund me $150.00 for the labor that went into my spa repair. The owner then offered to remove the entire installation and refund me the $650.00 cost for the job. When I pointed out that this solution would leave me with no heater or control unit, the owner refused to return the original unit that the company had removed, saying that it was "junk". When I threatened legal action (which is still a consideration), the owner told me that since neither my friends, family or myself had been electrocuted, I had no course of action. Apparently you get free legal advice from Pacific Hot Tub Solutions, LLC, as part of their top service. I should be thankful. I just got burned, not electrocuted, by Pacific Hot Tub Solutions, LLC! Hey Angie's List!!! Do you ever check on whether or not the businesses that you give awards to have such small incidentals,  such as licenses and insurance?? I know, buyer beware........

 Update: 03/26/15 After Pacific Hot Tub Solutions improperly and illegally installed a replacement heater/control unit on my spa, I corrected the errors MYSELF and had the installation inspected and approved by a Clackamas County inspector. The owner of PHTS, Ms. Kim Priest, notified me, in writing, that the only way that her company would resolve the installation issues would be for me "to stop the continued complaints, retract complaints precious made and agree to put this issue behind us...". You read that correctly, I would have to "retract" my complaints to Angie's List and to the County and State to receive any type of resolution in this case. When I notified Ms. Priest that I intended to let Angie's List and the appropriate government agencies investigate this matter, I heard nothing more from her...NOTHING...EVER! Although the heater/control unit did not function properly from the day of it's installation, I decided to wait for the "system", including Angie's List to complete their various investigations before filing a warrantee claim. As noted, Angie's List ruled my initial complaint as being a "stalemate".  

 UPDATE: 04/24/15    Based on my complaints, two agencies of the State of Oregon have fined Pacific Hot Tub Solutions $15,000.00 for electrical, licensing, permit and installation violations regarding the "repair" of my spa! While Angieslist cannot force a company to comply with the law, the State of Oregon has certainly done that!   The Oregon Contractors Construction Board's investigation (#107010) resulted in a $1,000.00 fine for failing to obtain a CCB license. The Oregon Electrical and Elevator Board issued two Consent Orders to Pacific Hot Tub Solutions. Order #C2014-0198 found that Pacific Hot Tub Solutions is not a licensed electrical contractor and allowed an unlicensed "technician" to conduct an electrical installation requiring an electrician's license. Pacific Hot Tub Solutions also failed to obtain an electrical permit for my repair. (PHTS also did not request an inspection of the completed job). The substandard and unlawful work conducted by the technician did not comply to the minimum standards of the National Electric  Code. Pacific Hot Tub Solutions agreed to a $9,000.00 fine for these violations. Order #C2014-0235 addressed the unlicensed and substandard work conducted by the "technician" from Pacific Hot Tub Solutions. This Order cites that fact that the "technician" did not possess the required electrical license to make electrical installations and violated six sections of the National Electric Code regarding substandard and unsafe wiring practices. The PHTS "technician" agreed to a $5,000.00 fine for these violations.   I have attached both Consent Orders and two photographs of the unsafe wiring condition left by the PHTS "technician".   To this date,

We were selling our home and wanted to find a company who would pick up and sell our hot tub through a consignment program.  Pacific Hot Tub was very interested in seeing our hot tub, and they were prompt and efficient the day they came to the house to look at it and provide us an estimate of what they thought we might receive for our hot tub.  The guys were prepared to remove the tub, and did so with everything going very smoothly.  They advised us that the market was good now and they felt there would be no problem selling our hot tub as it was a good quality hot tub (Marquis), a good size for resale, was in good condition, and would be refurbished with new mechanical parts before it was sold.  We were very disappointed, however, when the check that was mailed to us was about $1,000 less than what we were quoted. The team leader did a thorough inspection of the hot tub and identified that it would need to be renewed with newly functioning mechanical parts.  He called back to the office after inspecting the tub, and said he thought we would receive between $1000 and $1500 for our tub, especially since the cover was brand new (a $450 value).  But the check we received was only $500.  I wasn't told what our hot tub was listed for or what it sold for, but several reviews show sales for several thousand dollars.  I realize there were costs associated with the removal and refurbishment of our hot tub, but why would we be told that we'd receive between $1000-$1500?  The contract we signed with Pacific Hot Tub Solutions showed a cost "to be determined", which was probably a mistake we made by not getting a fixed price.  Maybe everything was legit, but we felt duped in this transaction.

The initial scheduling was fine:  they were professional, friendly, willing to work with a slight time change on the pick up end.  We were lucky to get it scheduled when we did because their busy season was just beginning.  We explained that it might be challenging getting the hot tub into our backyard.   They gave us a verbal quote over the phone- one including the use of a crane and one without.  They decided to schedule a crane for the drop off  location after looking at both pick up and drop off locations on google maps. We thought the price was very reasonable.   After a few days of watching continued construction for the hot tub in our back yard  we expressed further concern via emails and pictures about getting the hot tub into our backyard - even with a crane.  We thought that google maps might not give an accurate enough picture (more tree growth/ changes in landscaping since google maps picture taken?)  Further, we didn't want to pay for a service and find out at the end that it wouldn't work out.   There was no response from them - we had to call back  after a week or two to see if they had gotten our emails.  They assured us again it would be ok, but that they might send someone to our house to double check.  No one ever came to look.  On moving day they arrived at the pick up location right on time.  After assessing things, they decided they would not be able to get the hot tub out without a crane.  A crane had not been ordered for the pick up location.  Luckily, the crane was able to reschedule and make the trip to Salem to get the hot tub.  An hour and a half later, it arrived and the hot tub was successfully removed and secured on the the truck for the trip to portland.  There were no surprises after that other than the cost.  It doubled. But the crew was excellent and got the hot tub over the roof of the house into place,  It was a nail biter.  After this, we made an appointment for a  flush service, and they were a no show two hours after the appointment time.  So we called to cancel that.  The end. 

My initial contact with them by e-mail was either lost or just ignored.  I tried a second time and was finally contacted after a couple of messages left by them as well as return messages to them.  Call them and don't waste your time with e-mail as they do not respond to it in a timely fashion.  I would use them again as when they finally did schedule an appointment they called to let me know they were running late.  They were very fast and effecient when they did their work.

Arrived on time, did a great job. Friendly and professional. We had a fence close to the tub and hoped we didn't need to remove to get the tub out. These guys didn't have problems.

Terry and the guys cam out-set up ramp-set up tub-filled-chem. install-programmed pump-refill and chem install-very personable-dependable-knowledgeable and nice.

Big Thanks to Nathan, Mark and Jeff for a professional, timely, friendly, and efficient removal of our older hot tub.  The team arrived in the window given and promptly prepared and removed the tub.  They took special care around the house and plantings.  They left the space and street clean and clear.  Appreciated a job well-done!

Scott stubs were reasonably priced, his staff were on time and professional and got us up and running in a timely manner.

I contacted Pacific by phone and email.  Our hot tub was 3 levels below street level as our house sits on a hillside.  They asked very good questions about logistics and I sent them photos.  They were optimistic about getting value for our hot tub, but were clear that would depend on their inspection once on the site.  We scheduled the appointment, they arrived on time (even calling ahead while en route).  They were very professional and clear in their evaluation of our hot tub.  I was not surprised that it did not have value and that there would be a charge to remove it.  Their website indicates removal fees start around $150, so I was disappointed ours was double that.  However, our location made it more difficult than "average".  I was very please dwith how they removed it and interacted with me.  There is no doubt I would use them again if I needed hot tub services.