Bought 2 tubs from these people,1st experience was good, 2nd one not so good. Was told my hot tub…read morewould be in in about a month, took two months, no return phone calls, one rude phone person that has no customer service training and after I gave them 25 percent down 5 weeks later they demanded full payment before having tub finished built. Won't be back and won't recommend tho the product is decent

Eighteen month wait to repair cancer patient's broken hot tub with nightmare technical support and…read morecustomer service - and a still broken hot tub 22 months later My hot tub broke down in March of 2020. I contacted The Hot Tub Store and More to have the repairs done. The initial tech (an older man) recommended a particular set of parts and ordered them. A newer, inexperienced tech then took over for him and said that the older tech was wrong and ordered a different set of parts. After multiple emails and calls (which were frequently ignored and not communicated to the store owner), the new tech finally came back to install new parts on my hot tub. The new tech was wrong about the parts (the older tech was right) but installed them anyway (the hot tub didn't work after they were installed). I was diagnosed with cancer around this same time and begged that the hot tub be fixed so that I could use it to recuperate after my surgery and was promised this would happen; it did not. Fast forward to August and September of 2021 (17 and 18 months later, during which my hot tub had gotten progressively more and more dilapidated as a result of the incorrect repairs and diagnoses). Completely exasperated, I called and ended up speaking to the owner for the first time and advised him what had happened. I said that I was tired of being ignored and would go to court. The technician finally came to repair my hot tub and it started to work mostly, but one of the pumps was still not working. I expressed my gratitude to the owner that the situation had finally been addressed and went out of town. When I returned a little over a month later, the hot tub was broken...again. Ostensibly, a seal was not done properly during the repair and it broke. I called The Hot Tub Store and More to request assistance, and I was advised me that they would not fix the hot tub because I had said that I would be taking them to court. I waited 18 months, spent $2,263.05, and ended up in the exact same situation as March of 2020...with a broken hot tub, but now in even worse condition and shape. I offered three potential solutions to the owner to make things right and he ignored all of them. I asked that the hot tub be fixed fully or for them to come recover their parts and refund my money or that I would buy a new hot tub from them less the money that I had already paid. He ignored these suggestions and we went to court. During court, an employee committed perjury and stated that I had been contacted once the correct parts arrived and that they were waiting on my approval to begin work (that never happened). Rather than settle this dispute reasonably and amicably, they brought an attorney to court, failed to accept responsibility for any of the poor service (both customer service and technical service) that they had provided, and stated that there was no warranty on parts and labor (even though the store manager had stated verbally that the parts were under warranty in a previous conversation). I depended on this business to repair my hot tub and was clear and transparent in all my communications and pleas for them to finish their work, and yet I still have a broken hot tub, endured nearly two years of stress and a morning of berating by their attorney, and am out over $2000. So...this is their business model: procrastinate, deny accountability (even if their repairs do not even last a full five weeks), and refuse to make things right. When a cancer patient in dire need reached out to them and depended on them for professional work, they put him off for eighteen months, did substandard work, and pocketed the cash rather than acknowledge a failure to act proactively/communicate responsively and the inexperienced tech's inability to perform repairs properly. I do NOT recommend doing business with this place.