We attended a Hot Tub Show by Primo Hot Tubs and although we were just looking and not really planning to buy - we were so impressed by the knowledgeable staff and product offerings we ended up buying a very nice hot tub. Vince the Owner gave us a detailed product overview, it's so nice to buy a product from someone who really knows their business. That's why we didn't just buy a tub from Costco. And then you wait while it's being manufactured (the hardest part). Finally the day comes when Kelsea calls and says it's time to have a site inspection visit and to schedule delivery! Yea.... The delivery went off without a hitch. I'm not saying it was and easy job - my husband took out a piece of wrought iron fence and they managed to maneuver it through flawlessly. The 2 installers did a fabulous job, including giving my husband detailed instructions on how to get the hot tub ready for use. We couldn't be happier with our purchase and experience with Primo Hot Tub. It's so pretty, the waterfalls, the led colored lights and backlit jets. Wow. Signed, Happy Customers Kathy & Rick Magers read more

Lovely lovely store! But spas are really high priced. Salesmen turnover within months. The one we talked to today was a delivery guy, didn't know warranty info and don't have his pants buttoned... read more

I am not even sure where to start. We ordered our Swim Spa in December 2017 it arrived approx. 10-12 weeks later with an excessive amount of damage to the exterior. They delivered it with ice in it and in the process of cleaning it out damaged much of the padding (delivery guy got in it with his shoes on). So not only did the exterior need many pieces replaced, now, so did my pads. Which meant that it could not be filled until they came in and were installed. In the meantime guess what???...I still had to start making payments on an unusable swim spa. So now we sit and wait for parts. Jump to May. After MANY phone calls and much frustration we finally get parts and they come out to install. Oh but wait....they still did not have all the needed parts and pieces. So here it is the end of June and although I am using it, it is incomplete. Many of the new parts are still in a box waiting for install. The install group did a terrible job. One of the guys put on strap attachments to the pool to secure the top when not in use and they are so high that they do absolutely no good, can't be tightened. Luckily my swim spa is in a covered deck but it does still allow some sand into the pool when the wind blows. Nothing at all has been done in a timely manner where this purchase is concerned, except for the financing and even though I had an unusable pool for months they still got their payment in full! UPDATE: They came back July 3rd and had none of the correct parts nor for the second time did they have our roll top shelf. After 7-months of waiting and much frustration and a not so pleasant phone call and being avoided. They decided that due to my calling all of this "bullshit" they were done with us and would not finish the job. Called the delivery driver (who by the way had none of the correct parts anyways) and told him to pack up and leave and tell us they would not return. Seriously, I actually found that to be humorous since in 7-months they've accomplished so little to correct all the issues. ***So because Mr. Primo wants to save his BBB rating he wants to claim that my cursing was a bigger problem than the fact that they failed in making us whole on the purchase by not making promised repairs. We just wanted things done right and in a timely manner. It didn't happen, I won't apologize for being angry and I won't be bullied by Mr. Primo. FYI...He COULDN'T replace the pieces you claim he was replacing because he brought the WRONG ones AGAIN!!!!! So still not replaced as stated above. read more

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We shopped at Primo and it was a positive experience. We felt welcome and it was not a hard sell experience. Nice products and what seemed like good, factual information. We ended up buying a used spa from a private party (who had bought the spa from Primo a year before - they just rarely used it). Our spa is a Master Spa Twilight TS240 We are enjoying our new, used spa. In the process of cleaning it and installing it, I had a good opportunity to "look under the hood" so to speak and I am quite impressed at the build quality of the unit . I would rather the frame be screwed together (not stapled) but the shell is very rigid, so the frame is really just there to hold the side panels on. We used Primo to move the spa across Houston and they did a great job. The crew showed up when promised. There was no damage to the spa and the crew lead walked us through the best practices for cleaning the spa and then restarting it. When we went to the store to buy a new filter set, they gave us a startup instruction sheet as well. We have since called Primo several times with additional questions. They have been great - factual answers and no pressure to buy any maintenance products from them. The only questionable moment was that when the tub was moved the crew was going to put the steps INSIDE the tub and then drive like that for 45 miles. That seemed like it would have been a pretty poor decision (can you say scratched acrylic?). We asked them to transport the steps separately and they did. But had we not been there I fear that this would be a very different review. But all is well that ends well, tight?! read more

I wanted to thank you again for your kindness and amazing hot tub! My life is exponentially better on a daily basis because of it! I can't express enough how easy and affordable you made it to get out of the old and in with a new style spa. They worked with my budget and credit at the hot tub and spa expo. The technicians who delivered and set it up handled everything very professionally. They were knowledgeable with answers to any questions I had and even though they still had another delivery after mine, I never felt rushed. Truly Primo Spas is the best! read more

Primo Hot Tubs & Swim Spas - Hot Tub & Pool Near Me - Spring, Texas

We purchased a hot tub at the Pasadena Show in August. Two months out and still no hot tub. We have called repeatedly and receive vague information related to when or if we will ever receive it. Called on Monday and was told the owner would call back the next day. He did not call back. Found Vince's email address on Facebook and emailed him. Was again told he would check on it and would reply by the afternoon of next day. Did not receive any call or email. Emailed again and finally got a very short voicemail hours later from Kristen, not the owner stating our hot tub was still in production and again no projected delivery. We are thinking we've been scammed. Update- Finally received our spa after waiting 3 months (twice the projected time frame at purchase). Team delivered spa and left without waiting for it to fill and/or verify everything functioned properly. Husband given a brief overview of functions and written instructions on how to fill and/or adjust initial chemicals. The cover we received is not the one we ordered and we are still waiting for the correct one. Per Vince's response, if we receive a response at all, the cover isn't effecting the function of the unit. Have been waiting almost 2 months for the product delivery to be completed as was outlined in the salpaperwork. Get everything in writing with this company. Next step is to complete the review of the product with Master Spas to discuss the product and service from the vendor. It will not be a positive one! Update- we returned our spa to Primo and went with another vendor. Much more positive experience and we got a wonderful therapy spa instead. Success finally!!! read more

I purchased my tub and get all my chemicals and accessories from Primo. I've had nothing but great service from Vince, Kelsea and the rest of there crew. Keep up the great work!! read more

We have owned a Master Spa, Legend series for less than 3 years. Primo sold it and vowed that the service after the sale would be impeccable. They have been hard to deal with and the issues with the spa unending. We have had Pump 1 replaced twice, pump 3, heater and the mother board replaced. It sits empty now awaiting a new circulation pump, heater and pump 3. Why? Who knows and I'm not convinced the repairs have been necessary. I have pages of notes from calls and promises not kept from the office staff. Vince (owner)has never returned a call. Once the warranty is up, I will contact another company to service. If you are having trouble getting them to answer your calls, take the caller ID off your phone and call! They will answer thinking it might be a potential buyer. If we could give less than one star, we would. RUN! read more

I ordered a hot tub from the owner, Vince Primo on 10/08/18 with an estimated delivery date of 8-10 weeks. At 11 weeks, I received a call asking for the balance to be paid and the new eta was mid Jan. Not acceptable as I had told them this was to be our family's big Christmas gift. I agreed to pay balance less $500 on Jan. 14th for a promised delivery date prior to Jan. 31st (my birthday). Mid February, I was told the factory hadn't shipped due to an "Arctic Vortex". Laughable, I know. I called the factory, no delays in shipping. I received a text from Vince on Feb. 26th apologizing and asking if I would take delivery March 9th. I said yes but don't disappoint. March 8th I called office to verify delivery...NOPE. Save yourself time energy and $$$. Go to a reputable dealer. read more

Bought a hot tub at the show on Sunday it was delivered and set up within an hour. Service was wonderful from sales, financing and set up.

Buyer beware! Primo Hots is a ripoff. We paid for our hot tub at an expo in New Braunfels and it was delivered late, damaged, and not working. Primo never repaired as promised or delivered missing pieces. read more

Recently bought a new hot tub from primo. All was great experience until tub delivered with a huge gouge in it and a couple of pieces missing off the tub. While we were very disappointed, the customer service was great, new parts showed up (albeit first time wrong color) and were installed in couple of weeks. They performed to all my requests as I would expect and as such, i would buy again from them. But remember, in this Pool and hot tub business, you have to politely remain in charge!!!!!!! Ron Trine Boerne, TX read more

EXTREMELY FRUSTRATED!!!!!!! I bought a hot tub for 8 THOUSAND DOLLARS!!!!! and after 20 days It isn't working!!! They send people o fix, but nobody do anything!!!!! NOTHING WORKS!!!!!!!!!!! read more

As far as the purchase, installation etc the company is a 4 star. What my biggest complaint is about is the $600 tax credit for purchasing for medical reasons. I purchased my spa in Aug 2017 and was told at the time of the purchase that I would have my $600.00 credit mailed to me. When I called back a couple of months later I was told that the credit goes directly to my loan, showing up in 4-6 weeks. This brings me to Dec. Well, when the credit still didn't show up I called AGAIN and was told it would be credited in Jan. I wanted until Feb and still NO CREDIT!. I called for the 4th time and was told that it would show up by April 15. Well needless to say today is the 17th and still no credit or pending credit. This is absolutely ridiculous and very misleading. All I am hearing are excuses and no results! Next step is the BBB. read more

Don't waste your time - this company is not recommended. Primo will take your money and lie to your face. I bought my hot tub in mid-January with the promise it would be delivered in five to ten days. My tub was finally delivered in mid-April but not until I contacted Master Spa who advised me they were taking responsibility and honoring all current sales by Primo and promised I would have my tub delivered within a week and it was. Up until my contact with Master Spa, Vince Primo, himself, along with his manager, carried on the lie promising delivery any day. All the time knowing his doors were locked, phone were going direct a voice mail and he had no hot tubs to deliver. Of special note, over the 3 month period we were waiting for our tub, not a single time was a call or email initiated by a representative from the company, we had to initiate all communication. Had I read the reviews I would have been more cautious as to buy a hot tub from Primo, for I found out via the reviews that most all those who bought from Primo had the exact same issues we had. On a positive note Master Spa was exceptional. Once they got involved they were proactive, communicative and lived up to their promise. All future actions pertaining to our hot tub goes direct to Master Spa. We love our hot tub just not the company we originally bought through. Be careful if you elect to purchase through Primo. You have been warned. read more

We purchased a hot tub from Primo Hot Tubs in Fredricksburg Tx. This was back in Jan, 2019. The contract stated we would have delivery in 4/6 weeks. To this day no hot tub and payments are being made. I've called but basically get a run around. Are next step is consulting our attorney. This is not a good way of conducting business. read more

NEW UPDATE: they were suppose to delivery my spa today if there were no active storms. So i had the fence man prep the fence for delivery, electrician is setup for tomorrow am, and fence back tomorrow to putt new fence entrance. I spoke to Kelsa 3 times over the last week and was assured my delivery time was 1 to 3 pm today Friday the 7th. But because the weather i asked to double book for Monday am the 10th. I recieved few calls from delivery crew coming out of San Antonio stating they would be at my home around 2pm. I just got a call thats its raining where they are in Houston (i am in the Woodlands) and even when they get here at 3pm they dont have much time to set it up and Monday they have all day. So now i have to reschedule 2 of my 3 contractors. This purchase has been a constant nightmare and disappointment. What happens if it rains on Monday? I blame myself for not checking the reviews, like i normally do. There no way they have repeat business. By the way i even took pictures of the area and entrance for the swim spa delivery crew, that was almost a mistake also, it wasn't going to a easy delivery.***new update after Monday. read more

We went to the spa expo in humble to upgrade from our 1st Primo spa to a swim spa, the only issue we had with the first one was the cover was damaged when they delivered it and it took over a month for them to bring out a new one. This time our experience was horrible. We were told that they would need to have a factory built swim spa made and it would take up to 8 weeks for delivery, this was on June 15, 2018. I called on August 10, 2018 and was told it was still in production. Primo called me on August 15, 2018 and said our spa was finished at the factory and once they had final payment they would be shipping out the spa. I made the final payment and was told it would be in Houston the next week. On August 18, 2018 I received an email stating that the truck was scheduled to arrive at their warehouse on August 28, 2018. I called them on August 29, 2018 asking to schedule the install and they said they would need to call me back. I called back on morning of August 30, 2018 and again asked when we could schedule the install. They said they were still checking. They called me back later that afternoon and told me my spa was not completed yet, when I asked why I was already charged I was then told the factory was behind. I question again why I was charged and I was then told it was finished but they were waiting on a truck to finished loading. They told me they would check again and call me back. When she called me back she told me that it was scheduled to leave the factory on September 11, 2018. This is more than 13 weeks after we ordered it. I then asked to cancel the order and was told I could not cancel it. I called the company that financed the spa and they then called Primo about the spa. Once the finance company called Primo they called me back to tell me I could cancel the order but would have to pay a 10% restocking fee. This will come out to $1600.00 for a swim spa I never received. They broke the contract that clearly states "Up to 8 Weeks" for a factory built swim spa not 14 weeks. Had I been informed that the factory was behind, when I first called in August I would have understood, but I was told it was on schedule, and was on the truck from the factory. I completely enjoy the first spa we purchased from them but because of the non-communication on this one they have lost a customer. read more

Worst hottub & spa company I've ever dealt with. Rude & unprofessional. Zero customer service! They turn on the charm & make lots of promises until they have your money and then you are removed from their list of prioritites. Received my spa 3 weeks ago. I've yet to receive instruction on its use, no manual given to me, all scratched up from the delivery guys & never received my spa cover to this date. Emailed & called several times and haven't received one response. Stay away from them! read more

Spa product is good but service is poor especially follow-up on issues. They did arrange good electrician and contractors, but they are NOT well versed on Homeowner Association standards in The Woodlands. Probably would not recommend to others. read more

Primo and Master Spas are terrible. I purchased my swim spa in 2016, and it arrived broke. The heater wasn't working. It took several MONTHS to fix. Then the speakers went out. That took MONTHS to fix. There has been one issue after another with this swim spa. Worse purchase ever. Also, it is difficult to get them to come out to do the repairs...even though you have a warranty. I had leaks in my swim spa since October that Primo and Master Spas hasn't repaired yet. I ended up filing suit in January 2018. Also, the salesperson misrepresented their product. read more

Primo Spa in Spring Texas. I really would not recommend this place, i ordered my spa this aug 16,2018 but until this time Dec. 1 2018 is not deliver yet. i had pay all the balance amount, it says 6-8 weeks in their papers but its not true, they keep saying from the manufacturer delay..........and no updates from them ,i keep calling them and they said ,will call the company... read more

PRIMO'S: NO LONGER IN BUSINESS IN THE STATE OF TEXAS! I wish I could rate them lower! The worst company ever! They are very unprofessional. The customer service is deplorable. You always get the run aounds. No one can give you a straight answer. They lie to you about everything, i.e., appointments, ordered parts, return phone calls... I wish I had not purchased my swim spa from them. They are all in your face when you are contemplating purchasing. Once the purchase has been made and your account funded, then starts the games! I purchased at Conroe Conv Center on 7/8/18 and told by a salesman, Chip, it would take 4-6 weeks. He was gone within 2 or 3 weeks. I finally received it on 10/12/18 (over 3 months later). It was delivered with a damaged panel. The damaged panel was replaced months later after a bunch of lies. Plumbing issues (leaks, and broken cap) were fixed in December 2018 and January 2019. These repairs damaged 3 panels. I was told on 2/6/19 the 3 panels had been shipped, and expedited. Today, 3/30/19, I still don't have them. I called to see if they were being delivered today as planned, and told that Primo's was "NO LONGER IN BUSINESS IN THE STATE OF TEXAS!" Who will now be tesponsible for my warranty and repairs? I will be filing a lawsuit first thing Monday! read more

Primo Hot Tubs and Swim Spas very disappointed in the service I have received. I was told by Kelsi on July 18th the missing filter cover for my spa and my sales tax refund check were in the mail- well here we are over a month later and still nothing! I purchased my hot tub back in March and have had terrible customer service since. From scheduling delivery to being able to contact someone with questions regarding my tub- I have had nothing but issues. I love my hot tub, but the customer service your company has provided has been horrible. read more

I should have done this research before going to the Pasadena show and dealing with this unethical company. They promised delivery on an in-stock unit within 2-3 weeks...NOT. I called my credit card company and cancelled the transaction. I am considering turning this over to my attorney because it looks like they burned a lot of people. Today I saw another TV commercial advertising their spa show which we all know, is a sham. read more

Purchased our New hot tub at a show at NRG-Houston in August. While we've had a few issues since installation, Primo has been very responsive and their techs have all been very helpful and timely with the designated time frames. The unit itself is very relaxing and easy to maintain. Suggest if you purchase the aftermarket cover support that you ask they bring the extra wide trim and an extra screw or two, to better support the side panels. The attachment works well, but the extra weight of the cover and brackets on the panels can be managed on the front end with a little better preparation vs. having additional follow up calls. Overall the staff has been very friendly and responsive to requests. Special shout out to Tech from San Antonio- Willie. Was in town from SA helping with another show and came out yesterday to work in trim when it started raining. He came back again to complete the work and was very professional and completed the work in a timely manner! read more

We bought a small hot tub from Primo to help with back problems and hopefully avoid (or at least delay) surgery. We got great advice from the staff at Primo and bought the recommended model. So far it has done the job and no surgery for now! The delivery and installation went smoothly, with great set up and maintenance instructions. Ordering additional chemicals has also been a breeze and their pricing on supplies beats even Amazon -- and quick delivery. Very happy with our purchase! read more

My story is just like the rest - the product seems to be OK, but they don't do what they promise to do and their Customer service is horrible. We bought the new tub and specifically required that the tub include a recirculating pump, had it on the contract, and Kelsea promised that she would personally make sure it was included. Sure enough, when the tub was delivered (only after repeated calls about the delays - originally promised to be delivered in 4 weeks, actually took 2 months of nagging and failed returned calls to get the tub delivered) the tub did not have the recirculating pump. Now Kelsea is refusing to return my calls and the receptionist (Kirstin) just says she will deliver my message. Avoid this business until they fix their Customer service issues! read more

I purchased a spa from Primo less than a year ago. We noticed that it was always wet around the spa, so we called and inquired. We were told it was likely condensation. A few months later we noticed that it was even more wet and was turning bright green. We power washed and noticed that it never dried. I contacted Primo again on May 5th and sent pictures. Eleven days and 26 e-mails later I finally got an appointment and paid $95 to have the spa inspected. A tech come out and looked at the spa on May 21 and couldn't fix it. They came out again on the weekend of May 27/28 and drained the spa and "fixed" the leak. We requested that Primo supply the start up chemicals as this was a problem from delivery. We were told "NO. We don't supply the start up chemicals. I was not happy, but felt that I had no choice We were told not to put water in the spa for 72 hours , but we waited an additional 2 days to insure the epoxy was dry. We filled the spa, added the chemicals and within 2 weeks the spa was leaking more than before. The water was now standing and dark green around the perimeter of the spa. Mosquitos were swarming. On June 14 we contacted Primo again about the leak. A couple of days later the same tech came out, looked at it and verified it was leaking. A week later, the same tech came back with another tech and drained the spa again and this time said that the light was leaking. Since this was the second time that the spa was drained I, again, requested the start up chemicals. This time I was told "NO because I choose not to buy my chemicals from them as they are marked up considerably. All I asked was for them to make this right. They are all about the money and not about customer service. read more

ust as we were planning to leave on vacation, we realized our hot tub wasn't working at all. After contacting Mr. Primo by email, we got an immediate response. My husband spoke to him the next morning and before 3 pm, a service technician was at our house scoping the problem. Turns out our circulation pump and heater needed replacing. He replaced the pump but did not have the heater part. He left with the understanding that when the ordered part came in, he'd return to complete the repair. We we're were able to leave for vacation as planned. Primo's Hot Tubs really delivered exemplary customer service! Thank you Primo's Hot Tubs and Spas for a job well done! read more

DO NOT BUY from this store. You will never get your spa. Been told 3 times now that the spa is on the truck. Its been over 16 weeks and we still do not have a hot tub and we paid upfront cash for it. Vince the owner never calls back or returns emails. read more

Horrible customer service and difficult to get answers from. We purchased a hot tub which they dropped off, did not hook up nor have they showed us how to use it. They have yet to provide us with the cover that comes with the hot tub and nobody will call me back. Whenever we inquired about delivery we were told to refer to the contract. We have now long past any deadlines and still their obligations have not been met. VincePrimo has promised a phone call many times with no follow through. This is the 3rd hot tub company we have purchased from and I would never refer this company. read more

If I could do it again I would stay away. We bought a Hot Tub from one of their show's and was told it would be 6-8 weeks. During that time we didn't hear from anyone and 8 weeks came and went. I finally called and found out that the hot tub was delayed at least 2-3 weeks. No one thought to call and let us know, but ok i can get past that. 2-3 weeks pass and find out that its still not done and on top of that the trucks are delayed. Keep in mind again no one called us we had to call in. Finally get a delivery date on the books well over a month after the promise date. The delivery guys (who were very nice) show up and immediately inform us that the hot tub is the wrong color. Also there's a corner panel thats just missing and the filter is broke. How no one noticed or thought to let us know prior to it being offloaded in our yard is beyond me. I asked them how long it would be to get the new parts and was told "Oh about 5-7 business days, they've already ordered them". A week goes by and no one has called or reached out to us. I then start calling and Keirsten who answers the phone has to go back and forth with someone else and calls me later to tell me it would be 4-6 weeks because "They are a custom order." Keep in mind we ordered from the normal colors and a normal spa...nothing special. I asked her to have her GM or owner call me back because i'm tired of the back and forth. She promises she will have someone call me back by the end of business the next day. That was a week ago and we still haven't heard from anyone. In that time i've emailed the owner three times with no response. The hot tub is fine, but the service level and response is terrible. Maybe this will get someone to call me about our $8000 purchase that looks like it belongs at a frat house. read more

I hesitated on posting a review on this company. But after reading several other reviews similar to my issue, I thought it would be best to let consumers know and be informed of what you may be getting yourself into. So my suggestion to you is do not consider purchasing from this company. They tell you everything you want to know during the sales pitch, but when it comes to receiving your purchase, it is not delivered in the time they promised on the contract. My purchase is over five weeks late from the date it was promised. The Finance department - Kelsea is the worst when it comes to keeping you updated or even responding to your emails. Her assistant Kristen has no customer service ethic, so don't waste your time with her. If you have purchased from them. CORRESPOND BY EMAIL!!! And the owner, Vince, is not so far behind when it comes to customer service. I can see where the finance department gets their training from. I included him in all the latest emails between Kelsea and I and did he bother to respond? No. They have the worst customer service ethic I have ever witness. The salesperson, Leslie, doesn't even respond to my texting anymore. This company takes your money and don't care when you get your purchase. I have had to report them to BBB for help, and now our dreams for a swim spa has been crushed by canceling our purchase. read more

We purchased a Master Spa Twilight series from Primo in July. Ever since then it has been nothing but misinformation or lies told over the phone. After the six week window for getting the tub from the factory we started to call to check status. We never got a straight answer. If the tub isn't ready just tell the customer, no it's not ready. After that, they cancelled two deliveries on us without bothering to call us to let us know, so I had to reinstall my gatepost and cancel the electrician both times. Parts were missing during the delivery and while the delivery guy was on speaker phone with Kelsi at our house, she promised she would ship them the next morning along with a care package because of the cancelled deliveries. It's been over three weeks and nothing. My wife called yesterday, and now the story is the parts are on backorder. Again, IF that is true, a phone call would be great. Beware if you shop there: they will not call you back when you call to ask questions, most of the information you recieve over the phone will be wrong, and they don't seem to care at all. I recieve better customer service at fast food chains spending $5; I would expect the service to be as good or better spending thousands. Primo Hot Tubs has the worst customer service I have ever experienced. read more

My wife told me she wanted a swim spa, that being said I feel it is a husbands job to make his wife as happy as possible for obvious reasons. We purchased a swim spa from primo spa at a show in San Antonio Texas. The spa was exactly what we were looking for, there was no top on spa since it was at show. We made one request for a curved handle for ease of use, we were told no problem and it was added to the contract. When the spa was delivered having already paid in FULL the handle was missing. It was at this time we were informed that the factory no longer installs that particular handle. When I brought this up to delivery guys they called service manager who said it could be added, wrong again. This took two weeks to figure out though.However money is not refundable at all this took no time at all for this answer. The top that comes with spa is very heavy and for a petite woman very difficult to open. Vince the owner of primo spas called to arrange compensation for the handle issue which was very fair, he sold me a different cover that is even more difficult to operate, again NOT REFUNDABLE AT ALL. So in the end I have a 20 grand swim spa with two tops that are both very difficult to open. I am not saying that they did any of this on purpose but I think going over the cover options is very important and this was not done. read more