Hot Spring Spas of Des Moines — Attraction in Clive

UPDATE: 1 month later. Tried to get in contact with Ryan (see company's response below). To this day, no response from them and... as you probably guessed... No refund either. We reserve the right to take action as we see fit. They may be a great selling company, but if you buy from them, you are warned.

It does not bring me joy to write this review of Hot Spring Spas of Des Moines but hopefully this will be useful for potential future clients. We contacted them for maintenance and repairs of our 2018 Hydropool swim spa that came with the house we bought, as it was purchased from them by the prior owner.

When we opened the spa for the first time in May 2022 we noticed a leak, and Hot Spring Spas was contracted to repair/replace the affected parts and to perform bi-weekly routine maintenance (which was payed 1 year upfront). The weeks that followed, until this day, have been a nightmare. On multiple instances a technician came to our house to apply sealant and/or to replace parts just for the problem to persist. At first, my credit card was getting charged without any invoice regarding parts and labor (this was later corrected after I spoke with the manager) and this quickly amounted to large sums of money (not to mention all the water that has been wasted by refills or exchanges). In multiple email exchanges with the Service Coordinator Wesley Schorg and the few times we have been able to get a hold of them (they claim they do not answer the phone because they are too busy, which is understandable) we have voiced our concerns and promised solutions, to no effect. More than once, the crew has claimed that they were sent with the wrong parts and then we had to wait weeks again for any fixing attempt. Even to replace the old/soiled filters it took them months. Two weeks prior to this review they allegedly performed a "major repair" and that "everything was tested and working", but then again we continue to have leaking, the spa waterfall is not working properly, and coincidentally, one of the spa pumps is now not working since they left. The technician said that we continue to have leaking because the part he installed "was not the proper fit". We were then offered winterization as they don't feel that the problem can be "solved" until next year.

Long story short, our experience with Hot Spring Spas has been expensive and frustrating. It is disappointing that a company with this many good reviews has treated us so poorly. I have requested a prorated refund of the maintenance fee until May 2023 (fingers crossed). In the end, I had to let them go and are working with a different...

We got the Black Friday deal last year. It was the Dream Maker Big EZ. We were looking for a 110v for the plug and play feature. The more I looked into it I didn’t get a deal at all. I paid almost 8000 dollars for probably a 3000 to 4000 hot tub, if that. Dustin made it sound like I was getting a deal of a life time. I should have been better prepared, I know. 1 year goes by. Warranty is up and now the motor is leaking. I called a couple times and waited for a call back, nothing. Mind you the leak is so bad the it’s emptying the hot tub within hours. I had to call Dustin the salesman to get a call back from Greg. Dustin is very responsive as every good sales person should be. My conversation with Greg was my last interaction I will ever have with this company. I let Greg know what was going on with the hot tub and send Dustin a video of the leak. Greg first let me know the warranty is up so everything will be out of pocket, 150.00 flat fee for service call to come out and look at it. Okay, fine I get that. He then went on to say just to let you know estimated cost of repairs is around 1000 dollars and we probably won’t be able to get out there for around 2 weeks or so. Wait, what?! I did my research now. The motor itself only cost 300 dollars. I asked him that I thought it could be a seal in the motor and if he could quote me or give me a ball park estimate on that. Greg then let me know he had no idea what that would cost. Now, if this is your main job of being a service technician you definitely could give me a ball park number. You are just choosing not too. The fact that I had already over paid for the hot tub and then getting thrown these outrageous numbers at me right out of the gate was frustrating and disheartening. Hot Springs is selling less than quality products knowing they will make a killing on servicing these...

We purchased a hot tub last July. Our sales associate, Ryan M. was helpful, friendly, informed and certainly not pushy at all. The hot tub was delivered in a timely manner and was set up beautifully. We couldn't love it more!!!

However, where I need to give my highest recommendation is the support we have received after the hot tub was delivered. I have contacted Ryan MULTIPLE times about questions I have regarding use, water quality and everything in between. He has been incredibly patient, helpful and timely when answering my questions. He is never annoyed or short with me at all. He's been nothing but patient, kind and helpful. And while hot tub maintenance has not come natural for me, even though Ryan has educated me immensely, he has essentially held my hand every single step of the way.

This store held a water care class in which Ryan contacted me to see if I was interested. He has followed up even when I wasn't peppering him with questions. I am not sure I have EVER had a more dedicated, loyal and helpful person assist and follow up with me after a purchase. He definitely goes out of his way to make sure his customers are more than happy. I cannot say enough about this man and this store.

If you are considering purchasing a hot tub, do it without hesitation. It is not hard. It is one of the my favorite things I own and I use it every single day. Every issue I have had has been because of my own doing, not because hot tubs are difficult to manage. And even though I have made mistakes with my hot tub, Hot Springs Spa, especially Ryan M. have helped me remedy them immediately. I cannot possibly give them a higher recommendation than I do right now. This is a company that is all about customer service and going to extra mile to make sure that every customer is happy and very well...