Hot Tub Assist - www.hottubassist.co.uk

We inherited a hot tub serviced by HTA previous and a quote for £120 was to service a leak was given to the previous owners In 2021. On relocating the hot tub recently it was now £2000 which we paid ( a misunderstanding) on the spot as that is their policy. The tub still had a leak once the tub was filled and they want another £500 to sort. The response was shocking and these people clearly have no idea regards customer service and how to deal with people. I suggested the.£500 be waived to get this sorted, and the answer from a surly director was a flat no. We are now taking legal action against HTA.

Always on time. Excellent service. Have used for many years and would highly recommend

Very knowledgable technicians

By 3 June we realised the following: lights don't work, Clean function do not work, The Jets only functions on 3rd of the 6 Control Panel's settings.

We called, spoke to HTA Lady A who answered and confirmed clearly the rate for a "Call Out" is £96 PER HOUR, then following the hour can be broken into quarters (@ £24 / 15mins). I would consult my wife and come back to HTA. At when I called again 7 June to be transferred from Lady A to Lady B to secure the call out.

Technician arrived 16 June and found that

* the twin pump was ceased

* the single pump is in working order, but only needed the wet end replaced (note further below)

* the lights did not work due to the 240V Switching Adapter lying on the floor between 2 leaking pumps (installed by HTA / manufacturer in 2014). Note further below

* after 1hr 9mins completion, we agreed a fixed cost quote with labour and service (and tbc'd what this would include) and to include the above parts to be replaced asap

* Hands up, I did not read their Booking email small print to remove decking. Little did I know how or where access would be gained. Nevertheless I asked prior if we needed to do any preparations and also provided the right tools and got stuck in to help the Technician...without receiving a single thank you.

We received email quote (and charge) from Lady B 17 June;

* charging £168 and increasing to £96 PER ""HALF HOUR" (instead of PER "ONE HOUR" as per verbal quote received)

* (correctly) to replace the twin pump @ £580

* but she totally missed out the single pump wet end part only , which I pointed out and she only confirmed on her later email quote the whole single pump now needs replacing @ £921.36 (suddenly another change Hotsprings do not sell the wet end seperate and out of their control). We were not given the option to wait for this wet end to arrive to keep costs down.

*... and NOTE: Labour Charge : £96.00 "per hour""

* ... and wait for it...the wet and faulty Light Switching Adapter as per the Technician changed changed, to Lady (B) insisting instead is to be replaced by a "Power pack music system - £435.52". Are we missing something ?

*** that said: poor communication between Tech and Sales/office, various quotes which cannot be firmed up and with ambiguous labour costs, ridiculously high rates, increased incorrect attendance times ***

Now, we are being bombarded with threatening emails we are due £168 for the 1hour 9mins.

Lady A said she never spoke to me on 3 June . Wonder then how I know her name as I wrote down notes at every step by date order, at when I spoke to Lady B on 7 June to finalise again rate and date....playing good cop bad cop perhaps and not taking responsibility?

Throughout this ordeal we dealt with people and not the HTA website. We will never do business here again.

We'd appreciate your thoughts, please? Have never encountered having to proof a variation, as a new customer, of a £48 over charge to this extend. Do we contact UK Trading Standards, or other? Or other?

Yours faithfully,

Concerned customer

HTA delivered our new hot tub today, the service was absolutely brilliant! The two guys I dealt with were superb, they arrived actually ahead of time and made short work of lifting the tub over our 8ft high garden wall using the hiab on the truck. They also made short work of the setup filling the tub, fitting the cover and connecting the electric really quickly. We did have a bit of a hiccup with the supply but they quickly identified the problem and had it rectified.

They went through all the controls with us and even took all the packaging with them.

Brilliant service we couldn’t have asked for better!

Hot tub assist have maintained my hot tub for many years, and previously I have been happy with their work. However if my experience is anything to go by I cannot recommend this most expensive service (£299) which I have not had before. The cheaper services are much better value for money. I was told that the technician would take about 4 hours to do the work. The reality was that he was gone in well under 2 hours, having appeared to do no more than for the other cheaper services. I think the problem was that I told him that at 10.00 several other cars would be turning up as I was teaching dog agility for an hour, and although I explained that I would make sure he was not boxed in by other vehicles he seemed to then rush to get away before they arrived, so he was gone before 10.00am, and was here for less than 2 hours, not the 4 that I was promised. Also during that time he replaced my display panel which had a couple of digits missing. This added £186.50 to the cost, which I would not have gone through with if I had been aware of the cost before hand. This though was really my fault as I should have asked the price before agreeing to it being changed, but the work involved in changing this should have meant that the other work took longer, but in reality the whole service was completed in the same sort of time as the cheapest service which I normally have, costing almost 2 thirds less, This included time taken out to pay him through my debit card. My advice is therefore to recommend Hot-Tub Assists cheaper services, but not this one, as it is poor value for money

HTA,were brilliant, they came and done a site survey, keeping us up to speed with a text to let us know how far away they were.

Again when delivering the hot tub,a text came through to say they will be with us about 10.o clock.

They were very professional, knew their job,and nothing was to much trouble.

Hotspring tub installed October 22nd.

Would highly recommend HTA for Hot Tub delivery. They arrived on the day arranged at the time arranged. Took a couple of hours to get the tub in place and wired up and filled with water. They took the time out to give a thorough explanation of how to maintain the Tub re the chemicals etc. They were very friendly guys who did a great job, well done :-)

I was contacted on the day as arranged and the two guys I dealt with  arrived at the time they said they would they were very professional and polite. The installation of the hot tub was quick with no fuss and no mess. Everything was explained to me and not rushed in any way nothing was too much trouble for them. I would recommend this team to all my family and friends. The hot tub looks good as well as inviting unfortunately unable to use until tomorrow as it needs to heat up so I wait in great anticipation of using it for the first time. From buying to installation we could not have received a better service.

A superb experience with extremely helpful staff. The guys who assisted us were experienced, friendly and so resourceful. They were superb ! I am extremely happy with the service received and would use them again.

I have had several services but this was the first Gold Service and the second time HTA had attended. The engineer was friendly, knowledgeable and practical advising that some work needed doing but other work could wait. Overall a very good service. He turned up when they said he would and he has done a great job.