Hot Tubs Of Tennessee — Attraction in Lebanon

I felt the service I received was exceptional and deserving of a review. I want to predicate my review with it is seldom, and rare for me to ever take the time to review anything.

I have worked in the commercial construction industry for over 30 years as a superintendent over projects in excess of 35 million dollars. I have worked closely with most every different type of contractor imaginable and know a good contractor/company when I see them in action. Lebanon Hot Springs Spas of Music City didn't have the cheapest prices in town by no means but as I always say, cheap isn't good, and good isn't cheap.

I went and visited several different suppliers and manufactures in our area, one thing I found in common with all of them is that they would all exaggerate or try to over sale their product. Claims of having the most jets, best insulation, best quality materials and the best prices. Having a many years of experience with all sorts of pumps, pools, general building materials, and quality control it was very easy to distinguish quality workmanship and materials. I also have a sister and brother-in law that are in the commercial plumbing, pool and spa sales, this offers the added benefit of being able to ask about the quality of some of the pumps, heaters and other components. I buy nothing without over researching it. I had one local supplier trying to sale another product as something other than the brand name it was because it was made by a local competing supplier. I expect most salesman to do what they do best, sale me on their product and tell me anything I want to hear to make the sale, this was common everywhere I went.

After lots of research, and visits to all the local suppliers, and sellers of spas I saved what I had already determined would be what I would consider my top of the line spa, Hot Springs, as my last stop. Prior to my visit I read every review online and had a pretty good idea of the cost of the unit I liked. When I walked into Lebanon Springs Spas, I was warmly greeted by the inside sales lady Megan Griffith, she was very pleasant and asked me if she could help me. I told her I had been shopping for several days looking at different spas and I asked her why should I spend 25 to 30 percent more for a hot springs tub? She showed me several features that were key selling points for their line of spa's, my response was to press her more and stated that lots of the other spas I looked at had similar feature, about this time she asked one of the owners Dennis to talk to me about some of the features that make them stand out above all the others. Just to be clear, this wasn't a high pressure sales approach by either of them, rather them responding to the pressure from me to sale me on their product. Needless to say I had already established a budget and knew a new unit from Hot Springs would exceed it. What sold me in exceeding my budget was the peace of mind of having a top of the line spa. A spa that has the highest energy efficiency, best construction, and quality materials in their units. I opted to purchase a CoolZone unit as well, this unit allows you to control the temperature from 60 degrees to 104, this is exceptional nice during the summer. I can set my spa to 90 degrees and be comfortable seating it in for hours when the outside ambient temperature is in excess of 100 degrees, in other words, I can use my spas year round. My average cost to use it 2 hours a day per month for electricity is less than 20 dollars. Compare the cost of the electricity for spa claimed to be its equal you would be spending three times that much. I also opted to get the ACE system, something my sister and brother-in-law highly recommended. The ACE system make up keep and chemical treatments extremely simple, I spend around a hour, or less, per week cleaning and doing maintenance to it because of the ACE system.

The entire company is great and helpful from top to bottom. The owners, sales, installation and service department are all worthy of my five star review. I would recommend them and their...

First off, 5 stars simply isn't enough. The scale needs to be larger in my opinion. These people are super great. They know what customer service is and go above and beyond. They know their products and are super knowledgeable. Hot Spring Spas of Music City only does hot tubs and saunas, not pools, pool tables, lawn furniture, or tanning beds. They focus mainly on their line-up of spas and they do it very very well.

I'm not your typical customer. I'm very finicky and do lots of research. I ask tons of questions and get much deeper into a product than most people would even think about. I want to know how it works, what what used in construction, how the company works, and how other have been treated with the company and their newly purchased product. I take my time. I make many phone calls. I visit and study without my wife (because I drive her nuts with my research). I can be a pain-in-the-rear for your average sales person because I won't buy "on-the-spot." I spend lots of time online and weight the information I get. Sometimes you read reviews that are negatively based simply on one little thing. It's human nature to complain when you're upset, but most people are quiet when they are content. So weigh what you read and do your research. I'd much rather buy quality the first time rather than make an expensive mistake and have to spend a lot more money later. I hate wasting dollars. Who doesn't?

I first started out looking at hot tubs from other local stores that you hear all the time in advertisements. They had tubs that have a ton of jets, pumps, and lights. After looking "under the hood" and seeing what looked like what you could build in your garage out of various bits of plumbing, scrap wood, and random bits of wiring, I wasn't impressed. These stores have some nicer tubs as well, some just aren't that nice or impressive or are ridiculously priced.

Then while doing some online research, I found a local dealer for hut tubs that I've never heard of before. Hot Spring has great online reviews and HSS of MC also had good reviews. Hmmm, must be worth looking into I thought. So I gave them a call after looking into Hot Spring Spas website. I was very intrigued by the salt water system which is all the rage in the pool industry. Hot Spring is the only spa manufacturer offering this setup. Adrienne answered the phone and was super cordial and was extremely knowledgeable. I couldn't stump her with any questions, no matter how in-depth it was. She listened to what my wife and my needs and desires were and didn't push anything on us. I called a few times before making the decision to drive out there and check it out in person. Wow, I was impressed the minute I stepped in the front door. The place is setup almost exclusively for spas. The place is very nice, neat, and organized, but most impressive was the tubs themselves. I checked them out. Hot Spring makes a nice looking tub with some quality features and components. Then Adrienne offered me and my wife to wet test the tub we liked. Wow. Nobody else offered that. Well the time came for a wet test and our scheduling was pretty tight. They made a Sunday appointment for us to come in and try it out. That was not only great service, but very convenient for our tight schedules. Dennis opened the shop up and was also very helpful. In fact, I haven't met a person yet there that wasn't very helpful or great to deal with. The wet test proved that we didn't want the tub we though we did. That in itself was great info. It prevented us from making an expensive mistake.

We purchased a Grandee NXT, their top-of-the-line tub with pretty much all the bells and whistles. During delivery, the setup the tub, wired it up, filled it, got it running, balanced the chemicals, and gave us a thorough class. Then the owner even gave us his personal cell phone number for after hours help. Who does that anymore? The competitors only offer to deliver their tub, not a real installation.

I can't recommend Hot Spring Spas of Music City enough. They've earned...

Update: The owner reached out and discussed each of these issues. The standards he holds his company to were lacking, he agreed, but he also explained how things were supposed to be. Our sales rep made statements during the purchase process that she did not fulfill, hence why we felt "dropped" afterward. Once delivery was made, we were not shown how to properly use the chemicals to balance the water, as was promised. The sales rep had swapped out chemical packs for itemized chemicals when they were out of stock, without telling us, so I had to go there two separate times with two different checks just to get it paid for. She also did not order the spa lift we chose, and then when she did order it months later, we were not told. Delivery was scheduled, and then changed, without any notification. Then we were charged full price plus an install fee for it, when it wasn't our fault it was left off of the original purchase order. These may seem like small oversights, but when you invest this much, you expect follow-through. The obvious care and pride of ownership Dennis shows makes a difference and he said he will work with each of his staff members to ensure this hopefully won't happen to anyone else. He gave us the original discount on the spa lift, and waived the delivery fee. Changed rating to 3 stars, with it all, it was a good experience, but not above average, only due to the lack of follow-through after purchase.

Original 1 star review: Beware. The reason you see so many positive reviews is because they ask you to make them during the payment and contract signing, and then once they have your money, they’ll drop you. They will give you a great showroom experience, and then as soon as you sign the contract and pay, your assigned customer service rep, who is supposed to be available any time to answer questions and claims to be there when the install happens, totally ghosts you and doesn't show up. Then within the first few months of use, if you call with any questions, they will only help you if you sign up for their white glove service ($$!). If you just want a deep clean and haven't signed up for the service, it'll cost you big time. Then if you mentioned an accessory, like steps, during the purchase process, but didn't order it yet, they'll order it for you behind your back without consent. Then if you bite the bullet and just go along with it, they'll schedule appointments without telling you. When they come to install anything after the main spa install, they'll charge you service fees without telling you. If we would've known all of this nickel and diming would happen, we would have...