Reviews

Review Details

• Review fromKaren B

  Date: 01/08/2025

  1 star
  Horrible customer service! Please do yourself a favor and do not purchase from this company. Unfortunately, we did not know this and we purchased an *********. There have been issues with it leaking and a Technician has come out numerous times but can’t find the issue so it just permanently leaks. The latest issue has been the cover. It developed holes from a storm and we paid to have it replaced a few weeks after the warranty was up. The communication with Thermospa was horrendous to get the order fulfilled. Many emails and phone calls were not returned. The cover was delivered more than 3 months after ordered with again no communication or apologies. We asked for resources to have the old cover removed, since it weighed a ton, but no response until today. Someone called nearly two months after the delivery to say we would have to pay to have a technician remove the cover. Obviously, we would pay. We weren’t looking for a handout, but help. My husband is disabled and we needed help, but not two months later.
  Again, this is a terrible company. Do not purchase anything from them. It was a big mistake on our part and we definitely regret it!!

• Review fromJennifer E

  Date: 11/20/2024

  5 stars
  Excellent customer support. Instead of sending someone out and costing you money, the tech will work with you try all options to resolve issue. Mark Berns was excellent and walked me through everything and now, I not only have fixed issue, but I also got to know the ins and outs of my hot tub. Made me feel accomplished. Thanks Mark! You were awesome and made me laugh!

• Review fromRyan K

  Date: 09/12/2024

  1 star
  Purchased a spa in June. Second one we bought. Bought the most expensive model they have (manhattan diamond with wave which is a set of jets for massage). Delivery was fine. The jets don’t turn on in half the tub. We have called 6 times. No response. Emailed customer service. No response. Called our sales rep. No response.
  Only communication is the bill that comes every month. I wish I could tell you about their customer service, but they don’t seem to have anyone to complain about. $20 k tub and jets dont turn on. Worst customer service I have ever encountered. Hoping to hear from someone before I empty it, get a tractor and truck and drive it back to *********** 

• Review fromScott H

  Date: 08/02/2024

  5 stars
  I am a new spa owner this summer.
  I reached out to ThermoSpas with some questions . I was transferred to a person by the name of Mark B***** Mark immediately made me feel like I was the most important person he had worked with that day. His knowledge of the Spa was incredible. He took the time to thoroughly answer all my questions even though it was late into the work day. He is and was a true professional.
  ***** ****** ******** ** 

• Review fromLarry R

  Date: 07/08/2024

  5 stars
  Mark , the chemical guy was very helpful and insightful. I feel confident that my spa will perform well because with people like Mark and the experience he has… it will provide me direction and solutions for whatever may come up. Thanks Mark !

• Review fromDr H

  Date: 06/05/2024

  1 star

  Dr H

  Date: 06/05/2024

  I have owned a Therospas hot tub for 15 years and I am unable to reach anyone in the company for service. Disconnected multiple times every time I call. When I have been able to get in touch with an individual, I have been disconnected three times. The phone prompts are also inaccurate, the message states the prompt number is inaccurate when chosen and disconnects the line. Been trying to reach service for an extended period of time and no one returns calls. They are falsely advertising service on their hot tubs and there is no way to reach them or customer service. With the very short interactions I have had with them, I was referred to ****** *** ****** for parts and then the call was disconnected.
  

  ThermoSpas Hot Tub Products, Inc.

  Date: 06/17/2024

  We sincerely apologize for the miscommunication. Our records show you have since been in touch with one of our in-house technicians. If you should need further assistance please feel free to email us at [email protected] or call *************
  Kind Regards,
  ThermoSpas Customer Experience Team

• Review fromRetrolaw

  Date: 03/22/2024

  5 stars
  I’ve
  Had a professional interaction with Mark at thermo spa . He wax professional. Understood what I needed..he was great.. ordered what was needed……ordering was quick and easy. I love my thermo spa..Mark is the greatest

• Review fromTony W

  Date: 03/14/2024

  1 star

  Tony W

  Date: 03/14/2024

  I'm requesting a refund for several reasons but mainly because the spa is not what I ordered. Delivery guys were very nice but did not work for ThermoSpas and they let me know they preferred another brand to ThermosSpas. During set up, they stripped off the side panels to search for the electric hook up and basically took all the insulation out and I'm not sure the insulation was placed back correctly. My electrician and I had to put it back in later. They talked me out of drilling the cover to insert the cover lock saying it "puts holes in your spa." Later when I realized that it needed to be done, my electrician drilled the holes. He had to spend 4 hours at my house doing the majority of the work the delivery guys should have done. But the Coup de Grace was that they delivered the wrong spa. I ordered and paid for a Silver level spa with 2 pumps and received the Bronze level with only one. When I told the delivery supervisor Adrian he insisted they made the correct spa. I sent photos of the spa control panel showing only one pump along with my receipt that I'd purchased 2 pumps Silver level and he just told me it was out of his hands and up to a guy named Mike who would be calling me. I had spoken to Mike the day before and he just wanted to argue that the spa was not broken and that they do not give customers refunds. I contacted my Visa card and am disputing the charges. If all else fails, I will sue. **** *

  ThermoSpas Hot Tub Products, Inc.

  Date: 03/21/2024

  Mr. W****
  Our Director of Service, Mike, was able to connect and review the functions of your hot tub with you and was able to confirm that you did receive a silver package hot tub as ordered. This also matches our system for the serial # as well. It is standard for the delivery crew to show you how to remove your panels as well as open up the foam insulation as these steps are part of your regular spa maintenance and if told the electrician is coming same day to wire, they will leave this off for access and it can be popped back in when wiring complete. We appreciate the cover clip feedback and will be reviewing cover clips installation with our delivery team and sales team, setting an expectation with the customer in advance that these will drill into the cabinet of your spa to avoid this situation. Mike has offered to have a service technician come out to your home to review these things with you, point out under your spa it’s multiple pumps/silver package, and go over use of the spa in case you have any operation questions. We do not have a return policy for our custom hot tubs, but your warranty will ensure we provide you with a working spa to enjoy as intended when purchased.
  If you should have any further questions, please reach out to our Director of Service, Mike, directly.
  Sincerely,
  ThermoSpas Customer Experience Team

• Review fromPatricia R

  Date: 02/18/2024

  5 stars
  Mark B**** is very professional and an expert in spa chemistry. He gladly accepted my phone calls and not only guided me through difficulties with my spa water issues, but taught me how to approach them myself.
  He is an excellent asset to Thermospa as he represents your company very well.

• Review fromJanice M

  Date: 12/05/2023

  1 star

  Janice M

  Date: 12/05/2023

  Horrible experience! Did not receive product that I paid for. Hot tub leaks from one valve, LED outside lights do not work at all. Hot tub set up was never completed. Phone calls to salesmen and office staff along with text messages go unanswered.
  My mother passed away November 26th, I called and said I would be home for the next 10 days and not one phone call or text was returned. The salesmen sent a text he was with a client and would call me back, which he never did.
  Thoroughly discusted!

  ThermoSpas Hot Tub Products, Inc.

  Date: 12/11/2023

  *** **********,
  We sincerely apologize for any delay in assisting you. Our records show that the field technician has since been able to speak with you and scheduled your service appointment for 12/18. If you should have any questions in the future, please feel free to email our service department directly at ********************** ** **** ************.
  Sincerely,
  ThermoSpas Customer Experience Team