Hot Spring Spas of the Twin Cities — Attraction in Burnsville

The sales team sells everything as set it and forget it but we have had nothing but problems. The salt system is terrible. Anytime we use it the salt system gets out of wack. Also we have been waiting for almost two years for the controller for the phone (which we paid for two years ago) and have not been told when we will get it. Getting frustrated. Don’t buy one from Hot Springs.

Adding to this complaint: I received a call from Cedric (the hot tub “expert”) about this post asking me “what it would take for me to take this down”. Doesn’t feel good to be asked this/strong armed.

Tub was delivered without lift and with temp stairs. Took three plus months to get the lift and almost a year to get the stairs we order. This is a $13k+ tub.

Below is our email from last year (7/27/21). We have given them many opportunities:

This is getting ridiculous. We are incredibly displeased with our experience with Hot Springs thus far…

We were ready to let this go (see the above picture - this mess of insulation and trampling of our landscaping) - but then we got the bill for $180 to fix a broken light (on a less than 1 year old tub! And it had been broken since winter!)

We are ready to say, “come and take this thing away” - because it’s been nothing but trouble ever since we received it.

Starting to think there’s a reason this hot tub “magically” appeared in the warehouse…ie someone else had this same problem and returned it….it’s a lemon.

This was billed as being “low maintenance” but it has been the exact opposite.

We’ve overlooked a lot of things and tried to give the benefit of the doubt, but this is getting beyond frustrating.

We have yet to hear when the remote system will be available (which we’ve already paid for) and this salt cartridge system is an absolute farce (we’ve already burned through 6 cartridges since we received the tub - and it never creates chlorine, so we’re always chasing our tail). We’re constantly cleaning filters. We were away for a week and (after having made sure everything was in pristine condition) it was a disgusting, pea-soup colored swamp when we returned. The only time it works is when no one uses it - and when it DOES get used (minimally - we’re talking 20 minutes a few times a week, at most), it goes haywire.

Again… nothing but trouble. Regretting that we took this step.

We want out. What are our options? What can be done??

Cedric has not called me back as promised (as of 9/3/2022). Was told I would get a refund for the connect system and also a call back from our one month prior conversation.

11/6/2022 still no update.

1/10/2023 Still no update

3/19/2023 Still no update. Also our message seat has broken and the remote control won’t connect to the spa. ...

Found this by looking at Google reviews. Per reading everything said either go with Marquis or Hot Springs and choose base on who's closer (so you have someone available for whenever your giant appliance filled with water inevitably needs some maintenance, which it will. Our salesperson Bill was really friendly and low pressure. I do some physician moonlighting as to make extra money and Bill didn't try to upsell us the most expensive spa, I usually don't advertise what I do do that very reason. We told him what we were looking for and he showed us a bunch of options, and we were really looking at the middle road and one that step down from the highest end model, kind of last minute my wife and I decided to get the Grandee (the highest fanciest one) and he didn't try to force us really in any direction, more of a "if you think that's the one you want it's a great tub but you'll be happy with any of these" kinda take. It's apparent there's alot of thoughtfulness in this organization and when you're purchasing from them you're establishing a long term relationship, he couldn't have been nicer or more open about the process. Would definitely recommend this place for anyone shopping...

Bill Brown was beyond amazing from our initial inquiry through delivery and set up of our new Grandee Spa! I had no idea what I was really looking for in a hot tub but Bill was able to guide us through the options and explain all the variables so we could make an informed decision and feel good about it. We texted and talked regularly and he was always available and responsive to all my questions. Bill even used his 30 years of experience and vast network to connect me with an awesome deck contractor who was able to complete my new deck in December in MN so I could take delivery of the tub in time for Christmas for my wife’s Christmas gift! Bill IS the reason we bought our Spa from Hot Springs and the reason we have never second guessed our decision! A++++ from start to finish and I know he will be there for us in the future when we have more questions or just need a little guidance or advice!...