Anonymous

I can’t get paid

I can’t get paidI’m an electrician that was hired by a homeowner to bring the power to one of thermal spa is hot tubs.

They are over a week late and I couldn’t get ahold of anyone on the phone but the sales guy. I pretended to be a new buyer and he fed me so full of *** that I told him I wasn’t going to light a fire under his ***

Don’t buy a tub from then!

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Reason of review:
Problems with payment
1 comment
ThermoSpas

Anonymous, If you would like to privately message me back with your contact information I would be glad to put you in touch with someone to speak with regarding your payment questions. Alternatively, if you call us directly at 1-800-603-3556 and a member of our team can route you through to accounts payable. Thank you, Elle, ThermoSpas

Barbara H Zmq

Would never recommend Thermospa

I would NEVER recommend Thermospa unless you have money you do not need. We purchased the Park Elite for $9100 in 2002 (was not cheap).

It had numerous Leaks on the hoses, when pump 1 ran it was very loud and after 4 years bubbles started to appear all over the inner shell. Called the company and was told that in that year they had defective shells. He proceeded to tell me if I pay half of the cost of a new one they would replace the hot tub. I work hard for my money and saved inorder to get this hot tub.

Why should I even put more $ out when I did not cause this problem. They should had cover the entire replacement knowing they had defects.

Company is so unprofessional and should not be in business. They take hard working peoples money!

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Reason of review:
Damaged or defective
3 comments
ThermoSpas

Dear RoyalPlaice,I’m sorry to hear that you had issues with your 2002 hot tub purchase. The product you purchased was sold and manufactured by the previous ThermoSpas company over 16 years ago.

As part of Jacuzzi Group's 2012 acquisition of Thermospas and the establishment of the current business, every attempt was made to service previous customers and provide opportunities for remedies of a specific isolated defect. If you have a case that was unresolved from that time period, please private message me back and I’m glad to ensure you get connected with a member of our management team.As part of the Jacuzzi family, today’s ThermoSpas brings a whole new level of quality and service to home spa customers.

ThermoSpas customers now enjoy the benefits of expanded industry knowledge and resources and the result is a truly customer-first experience to match its industry-leading spas. I hope you'll give us a closer look to see how ThermoSpas is better than ever in 2018.~ Elle, ThermoSpas

Guest
reply icon Replying to comment of ThermoSpas

Elle, I gave you my phone number to contact Me Thursday 7-19. As of 7-22 I have not heard from you. Will you be able to help me?

ThermoSpas
reply icon Replying to comment of Guest-1524021

Ms. Hammell, This post was not attributed to you so there was no way for us to make a connection with this and your previous message.

As of this morning, I received an update from our Customer Experience Manager that he has left you a voice message with his direct number for you to call back at your convenience. Elle, ThermoSpas

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Anonymous

No experience with product

Do you make hot tubs with hand rails for elderly.
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1 comment
ThermoSpas

Thank you for your interest in ThermoSpas Hot Tubs! Yes, we do make products with handrails and there are several configurations to choose from.

Each of our hot tubs is custom built to each owner's unique specifications to provide a truly premium experience. To receive an information packet about our products or get started on pricing, please call our Hot Tub Sales Team at (877) 580-7738.

Thank you! Elle, ThermoSpas

Anonymous

Terrible Customer Service

Just had my hottub delivered. It was way too big for the space.

When the rep came out initially, he measured the space and told us that the tub would fit with enough space to walk around the tub. Once the tub was placed there, the back of the tub was touching our deck rails and my electrician could not even manueuver his hand back there. I called our Rep to explain the situation and he told me to send him photos, which I did. I told him that we wanted it moved, since it did say in the contract that if a repair person couldn’t get to the tub, it would cost more money to repair it.

He said he would check with his manager and called me back, almost a week later. He said they could move the tub but I would have to pay for it to be moved. I said I wasn’t paying anything because he is the one who measured everything and told me it would fit in that space (which clearly it didn’t). He then said that we wanted it there.

I said “you are the hot tub expert. If you would have been honest and told us it wouldn’t fit on that area of the deck, we would have chosen another area.” When the movers came to put the tub on my deck, it wouldn’t fit through the walkway, which I was also told by this rep, it would fit. The movers had to hoist it up over my deck rails and said that the reps always say the tub will fit, when clearly it doesn’t.

Just wanted to warn people about this issue and make sure you ask for dimensions of the tub and basically measure it yourself. I have been horribly disappointed in the way I was treated, especially the rep trying to blame me for it not fitting properly, when he is the one who measured it and told us it would fit properly.

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Reason of review:
Poor customer service
2 comments
Guest

This same issue happened to a very close friend of mine. She is a senior citizen on a limited income and experienced almost the same exact issue.

Except the tub she purchased would not fit at all. Thermospas has refused to take the product back or give her the money back.

She has had to hire an attorney to rectify the situation. I believe the took advantage of her because she is elderly.

ThermoSpas

Hello, I followed up with our Service Director today and see that we were able to provide service and that your concerns are reported as resolved. If there is anything else we can do, please call our Technical Support Team at 1-800-833-7727 (8 AM - 6 PM EST Monday-Friday, or 8 AM - 1 PM EST on Saturdays).

We're here to help! ~ Elle, ThermoSpas

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Anonymous

Pressure sales galore

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Salesman Burt came to my home last night we have our site prepped already with slab and electric as we previously had a tub there. Took 2 and 1/2 hours to get to basics of choices and prices even though we are experienced tub owners!! Pricing came in at an affordable price after doscounys but when we told him we needed a week to be able to commit the price jumped $3000 he literally pulled the paperwork he had given my husband from his hand and all but announced we would never have another opportunity to be ome a Thermospa owner. Well OK I told him we were done. Bad taste from this experience. Do not let them in your home!!!
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Reason of review:
Poor customer service
2 comments
Guest

you have help me make up my mind.

ThermoSpas

We would like to learn more about your experience with our sales person, as it's disappointing to hear that you've had a poor experience. Would you like to speak with a member of our management team? Thank you for your feedback, Elle, ThermoSpas

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Anonymous
map-marker Wallingford, Connecticut

Is this a company or a *** job

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Zero Stars, Don't know if this is a company or if I have been coned. Rep?

Joe Muolo came to my house on 7/7/2017. After looking on line I decided I liked this spa. Ignorance took over I found myself giving a check to a stranger for $2500. He promised me he would be at my disposal anytime and delivery would be in 6 to 8 weeks Max.

I come to find that in keeping to a policy of NO Customer Svc. I had to call them at the end of August Since they had not called me for delivery, I couldn't get Joe and we only had a week left on our contract. A little girl answered the phone and immediately started taunting me. She would never address delivery and hung up.

At this early date I didn't realize this was part of the *** or she was the bosses girlfriend having a good time with me. They scheduled a delivery date, I took the day off and they never showed up. That was days ago. I have not been able to contact Joe Muolo or any else to help me.

I am obviously the victim of a crime, I will have to contact the District Attorney in the morning. Do not become a victim of these *** men.

If there is no showroom there is no product. Lesson Learned

View full review
Cons:
  • Thermosapas
Reason of review:
Problem with delivery

Preferred solution: Full refund

2 comments
ThermoSpas

Mr. Anderson,

We were unable to complete fulfillment due to your refusal to accept the product on the scheduled delivery day, not because we failed to deliver your order.

Despite extra efforts to ensure a pleasant delivery experience and multiple phone calls confirming the delivery plan between your household and our delivery team on delivery day, ultimately you still refused to accept the product sight unseen.

We strive to provide great customer service, and while we're not perfect, we will always work to make things right with customers that are willing to have productive conversations when issues arise. Our employees are cared for, valuable assets to our company and the harassment they received from you is not something we will continue to subject them to.

We have resolved your matter by phone and have closed your account.

Sincerely,

Michael Tierney

ThermoSpas

Guest
reply icon Replying to comment of ThermoSpas

Did you give his money back?

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Anonymous

Just answer my QUESTION!

ThermoSpas protects their pricing like they were nuclear launch codes. I called twice to try and get a price range for a Maui tub. Both time I came away empty handed. I told them I need budgetary pricing to see what tub was in my price range. After fifteen minutes of haggling I was finally told the price was between $5K - $35K. Glad we got that sorted out! They continued to push for a site visit.....even when I told them the house is being built and the builder will NOT permit anyone on the premise. I'm in sales and I know when a sales person is helping me make a purchase....this was not the case....even though I indicated I would be making a purchase in the next few days. They need to learn to be respectful of the potential customer....and a great way to start would be to answer direct questions.....with direct answers.
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Reason of review:
Poor customer service
7 comments
Guest

I am experiencing the same thing... just give me the same price sheet their sales people use.

I have an appt tonight for them to stop by with prices, but the wife and I have decided to cancel based on the conversations we've had with Thermospa, and thanks also to this post. There are plenty other hot tubs out there to earn my business.

ThermoSpas
reply icon Replying to comment of Guest-1367073

Eric,

Thank you for sharing your thoughts on our sales process--we really do care about how to make it as easy as possible for our customers. ThermoSpas is a bit different than other Hot Tub manufacturers in that each of our products is custom built.

The appointment is designed to allow you to create the Hot Tub that is right for you and your budget. A site visit takes approximately 60-90 minutes. Inspecting your site (or sites) and determining your best options base on your specific property takes approximately 20-30 minutes. Then, we'll take 20-30 minutes to look over pictures and videos of your options and answer your initial questions.

Finally, we will take measurements, calculate an exact price and deliver it in writing before we leave. The price we deliver in writing is guaranteed for 1-year so there is no pressure to buy. So in a nutshell, the visit is much more than a price review.

Because of the huge amount of customization options pricing is currently only offered by field team members at this time. For a quick pricing reference, the least expensive model our customers typically choose is around $5,000.

We respect your time and we're not going to waste it! Is there any chance you would be willing to let us visit and show you how great the experience can be?

Thank you for your consideration, Elle, ThermoSpas Hot Tubs

Guest
reply icon Replying to comment of Guest-1367073

It sounds a lot like a pressure sales tactic. I am a contractor by trade and deal with these types of sales guys.

There is always an approximate base price and you raise the price with add-ons. Based on basic dimensions you should get an "approximate " base price. A "Vanilla Package", if you will.

I do buildings like that all the time.My two cents, bud. Do some research and don't get pressured.

Guest

I don't want to input info but also would like estimated price range for basic to mid model spa, just to see if it is something I may be interested in

ThermoSpas
reply icon Replying to comment of Guest-1359840

Hello Chris, and thank you for your interest. Each of our hot tubs is custom built so there are a few basic questions to answer before estimated prices can be given.

To begin please call our Hot Tub Sales team at 1-877-580-7738 (Monday Thursday: 9:00 AM-10:00 PM EST, Friday: 9:00 AM 9:00 PM EST, Saturday: 8:00 AM 9:00 PM EST, Sunday: 12:00 PM 8:00 PM EST).

Our Sales team is working hard to make the process easier while addressing the inherent challenges of estimating the cost of hot tubs with countless variable options.

Thanks for giving us a chance! ~ Elle, ThermoSpas

ThermoSpas

Anonymous, Thank you for taking the time to provide feedback on the sales experience you had. I agree completely that respect and direct answers to questions are expected and unfortunately we didn't follow the process in this instance.

I have shared your concerns with management and training has been shared to help make improvements.

Please accept our apologies. ~ Elle, ThermoSpas

Guest

I'm getting the same run around. I just need a price range to see if it's even worth my interest.

If no price, no sale in my opinion.

Thank you for your review. It was very helpful so I don't wast my time.

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Anonymous

ThermoSpas Hot Tubs - Customer Care Review

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ThermoSpas Hot Tubs - Customer Care Review
ThermoSpas Hot Tubs - Customer Care Review - Image 2
ThermoSpas Hot Tubs - Customer Care Review - Image 3

Thermaspa's customer service is horrific. It has been a nightmare from when the original salesman referred to me as a "gimp" to recent concern on having this unexplainable rust due to their poor workmanship.

Their reply..it was out of warranty, "my fault" and the "service rep" hung up on me. Really??

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Reason of review:
Poor customer service
3 comments
Guest

Did you get your issues resolved?

Guest

Was going to order good thing I read review

ThermoSpas

Dear ThermoSpas Customer, I am sorry to hear that you have had a poor experience not only with our product but with a member of our team. I would like to help resolve these issues and get you in touch with the right people.

If you could please message be back with your name and phone number I will escalate your concerns to a member of our management team. Sincerely~ Elle, ThermoSpas Hot Tubs

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Anonymous
map-marker Wallingford, Connecticut

BRAND NEW HOT TUB NIGHTMARE??

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We received our new Manhattan Silver Tub 7/1/17. Sales guy was nice enough, left a business card and said call anytime, problem with that, he NEVER answers or returns calls.

We were excited when our tub was delivered 3 weeks early, just in time for the holiday weekend. The delivery and set up people, FANTASTIC. Got our tub full of water, running, and heated to correct temperature. We enjoyed and loved the experience our first night, even enjoyed it the first half of our second day.

PROBLEM, prior to owning the tub 24 hours the main control electronic control panel has STOPPED working. It lights up just fine, the bottom circulation jet comes on, just no ability to control anything on the tub, its virtually useless, that is unless you want to sit in a large body of stagnant warm water.

Hoping customer service will be of help, from the reviews I have read we may just be out $12K! We bought this tub for our 2 special needs children, lets hope ThermoSpa stands behind their product and gets this taken care of!!!

View full review
Pros:
  • Delivery
  • Main 1800 customer service
Cons:
  • Unbelievablly poor quality
Reason of review:
Damaged or defective

Preferred solution: I want my hot tub FIXED

1 comment
ThermoSpas

I'm very sorry to hear about the electric issues you are having with your new Hot Tub and I'd like to help get prompt service on your way. This post is anonymous and there is no city or state to help locate your installation so I will need some contact information please.

If you could reply with a name and phone number or email I will be sure to get you to a service manager who can help.

You can also call our Technical Support line at 1-800-833-7727 to schedule service. Thanks for the opportunity to get your up and running properly, ~ Elle, ThermoSpas

Anonymous

They dont pay their employees

Worked for Jason Fowler out of livingston TX seemed like a good guy till noticed he will work you everyday no days off then will not pay you for days you did work. Done this to several of us.

Makes up excuses lies all the time. Has you driving broke down vans with bad spa dolly trailer. Has 2 guys working for him with warrants one with no dl.

Not a very professional guy at all. Do not work for him anyone you will get screwed out of pay.

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Reason of review:
Problems with payment
2 comments
Guest

I now have the names of 5 other people that worked for Mr. Fowler and never got paid..

Guest

My son worked for Mr. Fowler. He did not get paid.

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Anonymous

ThermoSpas Hot Tubs - Customer Care Review

I just called the service Dept. Today 2-7-17 wanted to return parts I purchased over a year ago, and also purchase a new cover and chemicals, the parts are about $250 estimated never took out of the box. I was told that over 90 days that they would not be excepted. I've been a customer for over 13 years and have spent between $15,000 to $20,000 and was going to but my yearly supplies today maybe $1000. I quess I can buy my new cover and supplies from other companies, if you would like to keep me as a customer please call me at 334-799-**** My name is Chris Roberts and I have a 6 man Park Ave. Elite hot tub.
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Reason of review:
Return, Exchange or Cancellation Policy
1 comment
ThermoSpas

Thank you for reaching out to us. I will forward your information along to our Service Manager who will call you on the phone number provided in your message. Regards, Elle, ThermoSpas Hot Tubs

Anonymous
map-marker Vail, Arizona

Leaking $13K 6 month old tub

I have a new Thermo Spa hot tub that has been in service only 6 months. It is leaking water. I called for a tech to come out a week ago. They said it would be 24 to 48 hours. I heard nothing and on the 4th day I called my salesman. He could not get anything accomplished for me at hdq.

Received a call from a rather smart mouth man who said they "screwed up" and now a tech will be here on Friday, 12 days after the call to them.

I want a spa that I can first depend on and service which I thought out bought for $13K. How do I get my money back?

And someone at the top needs to know how much the company service department failed me. Many thanks.

View full review
Loss:
$13000
Cons:
  • Unbelivablly poor service with new spa
  • Unbelivablly poor quality and service with new spa
Reason of review:
Poor customer service

Preferred solution: Full refund

3 comments
Guest

Thermospa's service techs were ALL let go on 1/21/12. That year Jacuzzi brand bought Thermospas and Jacuzzi does not have Factory Trained Techs. Don't know about now but back in the day, sales people would throw their mother's under a bus just to get a sale.

Guest

Wow! What a reply !

The tubs look good as in customizing. But reviews and answers like this have put me off

ThermoSpas

Thank you for bringing your concern to our attention. We have brought the issue to of our Service Director and have replied with the specifics of your resolution through your preferred offline channel.

If you have any future issues please refer to the communications for contact information for prompt service.

Thank you! ~ Elle, ThermoSpas

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Anonymous

ThermoSpas Hot Tubs - Hot Tub Review

Twice my tub leaked out of the bottom within 2 weeks of delivery. Horrible service, horrible product. Just wish I'd saved my 9k money and bought something else.
View full review
Reason of review:
Bad quality
1 comment
ThermoSpas

I am sorry to hear about the issues you have experienced and would like to put you in touch with one of our service managers. If you would like to be contacted directly please reply privately to this message with your name and email or phone number.

We're ready to help! ~ Elle, ThermoSpas

Anonymous
map-marker Kemp, Texas

ThermoSpas Hot Tubs - Hot Tub Review from Kemp, Texas

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Hi. We just had our "wonderful spa delivered today and guess what happened when we went to fill it with water----leak!!!!! And of course the representative that came to our house and took out money is not available, nor is the company. God forbid if anything happens after 5 pm HORRIBLE HORRIBLE customer service. 17 grand!!!!!!!!!! Don't let them take your money!!!!!!!!
View full review
Reason of review:
Damaged or defective
1 comment
ThermoSpas

Thank you for taking the time to share your feedback and concerns. I know our service manager would be interested in following up with you personally to better understand the issues with your hot tub so we can offer a resolution.

Please contact us at 800-833-7727 for prompt assistance or reply to this message with an email or phone number so we can contact you directly.

Thank you! ~ Elle, ThermoSpas

Anonymous
map-marker Morgantown, West Virginia

ThermoSpas Hot Tubs - Shipping Service Review from Morgantown, West Virginia

Not had a great experience yet still waiting for my hot tub giving me a bunch of *** and run around supposed to get my hot tub September 23 still no hot tub not happy with thermo spa at all if you're thinking of buying one do not. They took $2000 off and offered me six months of free chemicals that's great still do not have my hot tub now they told me the beginning of November I ordered this hot tub August 16

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Reason of review:
Order processing issue
2 comments
Guest

thanks for the information

My husband and I are looking to buy a hot tub and have dealt with vendors who promise and can't deliver.

Thanks for steering us away from this vendor.

Cindy

ThermoSpas

Hello, I'm sorry to read that there is a delay in your shipping. I'd like to escalate this to our Sales Director to see if there is anything we can do.

Could you please reply with a private comment with your phone number and a good time to call? Thank you, ~Elle

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