Half Price Hot Tubs — Local services in Brookhaven

The Good: I entered into a contract with Half Price Hot tubs on July 11th to repair my spa. They charge for diagnosis and an hour of any needed labor. Great. The tech diagnosed a thermostat issue and then went through the jets with me one by one to decide which ones needed replacing, as well as some pillows. The tech wrote down the parts and made a list of what to order, told me he'd have an estimate for me by the 15th. The bad: I left for then returned from vacation on 7/22. Imagine my surprise that there was no estimate. I called the office. I found out that parts list had been lost. No one contacted me? I made arrangements for them to come back out (I had paid for them to come make that list). They did. There were two estimates - one was higher...it included 2 jets which I was told were going to be labor intensive to replace. That was the estimate I chose. Imagine my surprise when up upon the approval my credit card was charged the FULL amount of all parts and labor for the job. It wasn't even on the calendar yet. When they came out to do the job, they were late. I didn't hear from them so 45 minutes after the latest time they gave me I had to call the office. No answer and no return call. So a call to the tech - my job got bumped from morning to afternoon and no call to me. The tech finally came out and he replaced three jets and two pillows and told me he didn't have all the parts to do the rest, that not everything he ordered came in. When I filled the tub and turned on the power...the jets popped out! I placed several calls and sent emails to little response. I did learn that he as out, and that he is the only tech the company has. But there was no response as to when I might expect anyone back out. The one email response I received was appalling professionally. And the owner's words started with, "I was not aware of your situation until reading your letter" and ended with ,"Keep in mind that at any time you are welcome to try to find another company to repair your old hot tub." After being forced to drive to the store and confront the owner, I was finally refunded all but the parts in my possession. I since have had all the repairs done by an actual professional who knows what he's doing and how to treat his clients. The repair took all of two hours and was completed without the "Labor intensive work required" (nearly a $400 jack up to the original estimate pricing)for the two jets which, it turns out, were fully functional and not, as diagnosed, in need of replacement. They had been turned off. Furthermore, he told me they were never going to be labor intensive if all they needed was replacing. The labor intensive part would have been if they were being repaired for a leak. And the new jets popped out because the tech from Half Price Hot Tubs didn't glue in a part as he was supposed to (he even commented to me that the directions said glue it but he shouldn't need to). After getting a copy of all the parts ordered, which wasn't on the estimate I agreed to and was billed for, I found out that the thermostat was never ordered and so not part of the estimate I agreed to at an exorbitant price. I was lied to on multiple occasions, the work was not performed in a timely manner and was shoddy, communication was jaw-droppingly unprofessional, and I was charged without my written or verbal permission. There's more I could write about this experience, but this should be enough to be considered my psa warning. If I could, I would give...

We scheduled a hot tub repair assessment appointment. It was cancelled the day of, due to the technician having personal issues. It was rescheduled for several weeks later. OK... these things happen. The second appointment was a success and they charged $125 to come out to assess our spa for a repair. The repair guys were very nice and knowledgeable. They do deserve one star for that. After that it went downhill. We agreed to the repair estimate (and the initial $125 would be credited toward the labor charge). A repair date was set. On repair day, they called and said they would not be coming because now they needed all the money upfront for parts. They hadnt even ordered the parts yet! Because the repair guys were so great, I took a chance and agreed. They charged us the full price of parts (OK I guess... but it should have only been a downpayment) and 3 hours of labor (not OK because the work was not completed). They also did not credit the initial $125. After I was charged and received the bill to see this itemized out, I started calling and emailing to dispute the charges. I kept this up for three weeks and no one would respond. On the second repair day, they finally called and said they would not be coming again because they still didnt have the parts and they were not sure when they would get them. We cancelled the repair and requested a full refund but they said would have to discuss it with the owner, Keith. Total length of time was 2 months going round and round with this company also while they make interest (or pay other bills) with our money for a month. At this point its clear this company is not reputable and so we just went straight to the credit card company to dispute the charges and report them to the Better Business Bureau. Bottom line... avoid...

We purchased a hot tub at Half Price in Brookhaven 5 years ago, and at the time we didn't know much about hot tubs. Our sales person was very good, and we bought the model on the floor which was a clear blue ionizing model where chlorine did not have to be added. We liked that idea due to our grandkids not smelling like chlorine! It was delivered and installed by them. After about a week, we could not get the ionizing box on the side of the tub to work properly, and called many times to have them explain it. They would always respond, but never came to look at it until our granddaughter went in and got a horrible rash. We called again, and finally they came to service it, and realized whoever installed it, put the box upside down, and the chemical balance was totally off. They finally fixed it, and as the years went on my husband got very good at adding bromide and baking soda which promoted the proper ingredients that we didn't even use the stupid ionizing box that we didn't want from the beginning, but the cleaver salesman said we needed it. Obviously, it costs more for that!! Five years down the line, the push bottom top side control panel stopped working, and we called many times to get them to service. With every time the HEAD service man said he is so busy, but that he would look into it after we gave him all the info on the tub with the serial number. 3 weeks have gone by, and we have yet to hear from him with a price! We finally called another Hot Tub company, and they sent the guy the next day, with replacement done the following day!! I WOULD NEVER RECOMMEND THIS PLACE TO ANYONE, AND THEIR SERVICE DEPT IS...