This is our first hot tub, purchased used through Facebook Marketplace. I understand that service schedules can change but the lack of communication from Hot Springs Spas & Pool Tables 2 in Bismarck was extremely frustrating. I made more than 10 calls and left 4-5 voicemails trying to get service. After speaking with Kelly, I was told Casey would come Tuesday to diagnose the spa, order parts, and return Thursday for the repair. Tuesday came and went with no visit and no update. When I finally reached someone Tuesday evening, I was told Kelly would call first thing Wednesday morning. She did not. After four more calls and two additional voicemails, I contacted the Fargo location, where Gabriella was polite and helped connect me with Kelly. When I asked what happened and why I hadn't been notified, Kelly said she was too busy to keep everyone updated. She rescheduled me for Thursday, but I felt her response was rude and dismissive, and she ended the call abruptly. I then tried contacting management in Bismarck, but received no answer. Fargo connected me with Annie, who was polite and said Kay would return my call within an hour. Nearly three hours passed without a call, and I again felt ignored. My concern is that it's getting cold, and I'm trying to prevent damage to our spa. I'm not asking for free service or special treatment--just basic communication and professionalism. I also can't help wondering whether we're being treated differently because we purchased the hot tub used rather than directly from the dealership. If Casey completes the repair, I will gladly pay for the work. We've enjoyed having a hot tub and had even discussed buying a new one in the future. Unfortunately, based on this experience, Hot Springs Spas & Pool Tables 2 will not be getting that business. Being busy is understandable, but it is not an excuse for failing to communicate or treating customers like an inconvenience. Good customer service means being honest, responsive, and respectful when plans change. That is all I expected, and unfortunately, that has not been my experience. read more

Horrible products. Customer service is lack luster. Even under warranty it costs $100 for service call. But a hot tub at costco, when it breaks buy a new one. It will still cost you less over 30 years than a hot springs one. So So bad. You wont see the level of reviews like this on google, because they likely complain and get them removed. It is really easy for a business to do that on there. read more

Hot Springs delivered a damaged hot tub while damaging my deck. At this time I requested a refund within 24 hours or compensation for the deck damage and the hot tub fully repaired. IT'S BEEN TWO AND A HALF YEARS and I'm still battling for even my hot tub back with the damages repaired... First service manager, Neil Anderson, had me waiting for a year constantly having to check for an update while he contacted the insurance/ legal department. Then switched over to the second service manager, Brandon, who had my hot tub picked up for repair and talk of in store credit for the deck damage finally! At this point I just wanted it picked up and given a refund like I had been trying for since day one! Brandon was having the hot tub repaired while he contacted upper management to work toward a refund or at the very least in store credit. Now onto the third service manager, Ryan Poock, who called me wondering why my hot tub was even there!!!!!!!!! Explained this last week to him and now was declined any help or compensation in any form and the repairs are still not done! I am now waiting for a call back from a lawyer for legal advice. Dishonest company. SCAMMERS. Please be careful and choose ANY other company other than Hot Spring Spas. read more

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Buying experience was good, James was very friendly and helpful. Buyers BEWARE though - after the sale you will get ZERO service and support! My tub was delivered 2 months later than promised (I do understand supply issues in the world right now). The side panel was broken, which would allow mice to get inside, but they said they would order me a new panel, so I wasn't overly worried since it was mid summer at the time. Three months later, and late fall when mice are trying to find someplace warm, I am still waiting!!! I can't seem to get answers, or even return phone calls most times I try to call. I got lucky today and found someone helpful who told me it wasn't even ordered until a month and a half after delivery, around the time I had called attempting to get updates on when it was coming! (Bad news is there is still supply chain issues so I wouldn't be surprised if it is spring before I get the darn thing.) The quality of the tub is sub-par also: materials, workmanship and design. The side panels don't really have a way to hook on, they are just held by pressure from screws in a side strip, so they are sliding down and bulging out on the top. The side panels are thin brittle plastic, I am afraid of my kids running a bike or something into it and breaking one. The water does not constantly circulate, it only turns on like once an hour or something, so if I let my bromine bottom out on accident and the water gets a little green, it takes several days to get it back to normal instead of overnight like my old tub. The cover doesn't fit as well as my old tub either, so I am afraid of how much water and heat I am losing to the great outdoors. All in all I am wishing I would have kept my older Caldera tub because this tub, and overall experience, is horrid! read more

Disappointed. Went into the store looking for a product for my hot tub that they have always had before but now they don't. Tried to sell me on an inferior product and told me I can go online to get what I want. If I wanted to go online I would. read more

Our hot tub was only 2 yrs old when it got a major leak. Terrible product & even worse people to work with.

High pressure sales tactics. Reminded me of used car salesmen. The product looked nice but too expensive including the "free" deal add ons