Vienna Hot Tubs & Patio

DO NOT PURCHASE FROM HERE!!!! I don't even want to leave one star. This company was recommended to me from a neighbor however, I wish I would have read the reviews first. As everyone is saying they do a great job of selling you the tub, it's all downhill from there. After spending over $13k with this company, all I've received was a defective tub and a bad attitude from the owner, Charlie. I purchased my tub June 3, 2021 with the delivery time told to me of end of August - my tub didn't arrive until October. Once it did arrive it defective without the lights working and a leak inside the hot tub. This was my first service call. They came to "fix" the lights, but stated they had to be advised from Wellis on how to fix the leak. Months had gone by and they were still awaiting Wellis' response on how to fix the tub. They came back to fix the lights, but were not able to as it needed a new lightbox. After no response on these issues I let them know I want a new tub or a refund as I'm no longer comfortable with this tub being brand new and needing multiple repairs. Then they tell me the issues are an "easy fix" and give me a time and date they can come by conveniently. I'm uncomfortable with this as after the warranty is up these issues will all be out of pocket and I'm sure they will continue. The owner, Charlie gave me Wellis' phone number and Wellis' let me know it was up to the owner of Vienna Hot Tubs to replace. Continuous back and forth. I sent an email to the owner with my stance looking for a resolution on replacement or a refund prior to having my lawyer involved and he dismissively told me to just go ahead and get my lawyers involved instead of trying to find a solution to the issue for yet another unhappy customer. Horrible customer service and poor quality of products. This is not something I will be letting go so I hope they will either refund my funds and pick up the defective tub sooner than later because I will continue to escalate this and make sure people know not to purchase from this company.

On time, and got everything promised. Very good service and answering phone questions after the sale.

We bought a full patio set from them years ago - there were some issues with the condition of the initial delivery. We worked with them to make it right and eventually all was fine. About a year later one of the chairs we ordered needed to be replaced (nothing to do with construction of chair) we reached out and requested a replacement. We never got the right chair. It has been over a year and with numerous calls to Vienna Hot tub we don't get return calls. We would still very much like to replace the chair as having one different from the entire set is frustrating. This has gone on entirely too long. Holding out hope they will see this and help us to correct the situation.

Had to call several times to get someone to return my call. Would have given up at that point but finding someone to repair hot tubs is difficult in this area, apparently. They finally came out and determined I had a bad recirculating pump. Had one in his truck, which he installed, but it turned out it was a bad pump. $150 service call. 4 weeks later and two more phone calls, they came back and installed the new pump. Charged $300 for the pump and another $150 call. I don't feel as though I should have had to pay for the 2nd service call since if the 1st pump had worked, I would not have had to. He said it wasn't his fault either, but it is HIS supplier, and that is partly why we pay professional fees, because professionals stand by their parts and labor. If you use this supplier and he supplies you with defective parts, that's between you and him and the customer should not have to pay. Light was never fixed; nozzles never attended to. A phone call left me with either accepting the cost as is or of him coming out and taking out the pump and returning my money. But then I've just had a big waste of time and am back to square one. So for now, I've swallowed the cost, but will not be using them again in the future.

Vienna delivered the Spa on time, and the hook-up and start-up went perfectly. Since then, we continue to deal with them annually for service and supplies. The Sundance Spa continues to be a source of pleasure for us, with no maintenance or other issues. Charlie Hyink, the proprietor of Vienna is a solid source of good information about the chemistry and maintenance of the Spa, and gives advice when requested on all kinds of tips and hints on keeping the spa running well, even though the purchase was made four years ago! It is a pleasure to deal with such a high quality and supportive dealership.

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unknown

Friendly, professional service

unknown

Process was excellent, all the way through. As a "newbie" to the hot tub world, I did not want to buy something that would become an eyesore in 5 years due to poor quality. There are TONS of hot tubs out there, and the learning curve is pretty steep to understand what is what, who is who, and why. These gentlemen don't "sell" hot tubs, they sell their extensive experience in both the professional realm of the business, and their personal experiences with decades of ownership history. Could I have bought a cheaper hot tub than the one I bought (an industry favorite)? Sure. Would I have solved the request for not wanting a piece of broken "yard art" in 5 years? Doubtful. But, given the service these guys provide, I am absolutely 110% confident they'll make sure that never happens. You can't buy what they sell at a big-box store, and given the price tags across the board and somewhat complexity of the devices, matched by the extreme conditions they'll live in outdoors, you really need the advice and guidance of the experienced to make the right choice. Vienna Hot Tub IS that store, if you want my opinion. So much so, that we're now moving to a new home nearby and these guys are going to handle moving the tub, storing the tub, and redelivering the tub to the new home for us! Now that's service! If you're an experienced hot tub owner, then you already know all of this and how good these guys are. But if you're new to the hot tub world, do yourself a favor and go talk with Charlie or David before you buy a hot tub. There's no sales pressure. They'll teach you what you need to know to make sure you're buying something that is worth the money, regardless if it's one of theirs or not. I think you'll find what I found, which is there are gimmicks that will last a few years, and then there are substantial pieces of machinery that have the documented histories of lasting 10+ years with minimal maintenance, for not that much more in cost (or even lower costs). If you live in the DC area in general, then these are the folks you need to talk to if you're interested in a hot tub.

Arrived on time as promised. Courteous and extremely responsive to my questions and requests. Work was thoroughly thought through beforehand as to not make mistakes. Installation was smooth. I would most definitely recommend Vienna Tubs again!

unknown

very responsive and on time delivery.

We had a hard time getting the actual installation or getting information on when the system was coming in or when it could get installed. We had a frustrating experience but then that was resolved; they have been very good- you go in and they train you on how to use chemicals and stuff. The communication on when the unit was going to be here was not that great and it was frustrating because we had to deal with the electrician and they all needed to be here on the same day.

unknown

Great experience. Went to their store near Tyson's Corner where they took their time to explain and demonstrate what hot tubs they carried and which would best fit my needs. They honored a factory discount that had ended a few days before. The tubs are built to order so it took several weeks for it to arrive. Arrival time was even a couple of days earlier than anticipated. The crew arrived at my house and did a great job installing the tub. They left me with a bunch of various chemicals and instructions on how to maintain water quality. For some reason, I had difficulty maintaining water quality. Went into the store to ask their advice. One of the guys there gave me his and quot;recipeand quot; for clean water. It worked like a charm and I've had no problems since. When it came time to do the first filter change, they even tossed in a free filter. Highly recommend Vienna Hot Tubs.

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As I suspected it was a bad temperature sensing element. The service call is ~ $135 as quoted for first hour, sensing element ~ $35. The diagnosis and replacement only took ~ 15 min. The tech was very helpful and knowledgeable. When asked he did stick around and fixed a bad wire in the hot tub light so I think I got my money's worth.

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Before we bought a hot tub, they came out to measure the spot we picked out and to go over delivery details.
They gave great recommendations on where to place the tub, what size would work best and how long the delivery would take.
They were very professional, kind and curtious throuought the entire process.
Our hot tub is great and we continue to use Vienna Hot Tub to purchase our chemical supplies, etc. We will be recommending them to our friends!

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They were knowledgeable of their products, and flexible in allowing the hot tub (which we purchased as a red tag item at a discount due to small damage to the unit) to sit in their warehouse for two months while we received HOA approval. They are always very helpful in answering questions. The only thing that I would have liked would have been more information on how to care for the tub when it was delivered. I'm sure we could have called to find out these things, as they have always been very helpful when we've called.

We bought a Sundance Spa, Hot Tub. The service was great and we were very happy with their attentive, helpful, and thorough service! We would definitely recommend them. We are enjoying the hot tub even more than we expected! :-)

Went great! Team is helping me make sure it runs well.

I went to several area locations before going to Vienna Hot Tubs and Patio. I was very impressed with the manager's knowledge and patience. He took a great deal of time to explain pros/cons about several different hot tub and fire table options. However any positive experience ended after that visit.
Our hot tub was installed by his competitor. The installation must have been sub'd out to the other vendor. This guy questioned why we did not buy from him and told us not to say anything to Vienna about his line of questions.
Within a few months there was a problem with the stereo. Having the business honor the warranty was very difficult. They made every effort to avoid accountability.
Next the remote control was defective. They promised to send out a new remote. After several weeks a used remote was delivered which was also defective. They promised to make things right and send a new unit within 2 weeks. No remote has been delivered.
We also purchased a fire table. We paid a deposit for the table and heard nothing for over a month. One day the delivery truck showed up and off loaded a much less expensive table. They tried to pass the table off as one that we ordered. When questioned further they said that the table we ordered had been discontinued. We returned what we did not order but it was a hassle.
I would not recommend doing business with this company. They have been dishonest and made effort to avoid accountability. Had they simply kept their word, we would have made several additional purchases and steered others to their business. Instead, I strongly recomend that others avoid Vienna Hot Tubs and Patio.