Luso Spas Reviews 618

Used these guys for a few years now since installing my air source heat pump. Yearly service and recently carried out a pump replacement and new speakers on my older tub, bringing it back to life just in time for the Autumn period. Would recommend 👍

Excellent service. We ordered new hot tub and it was delivered less than a week later. Fantastic price, too good an offer to refuse. Arrived promptly, set it all up, wired it in, even fitted a cover lifter. Couldn’t get the Bluetooth to work so messaged and had a reply straight away and it was sorted. Can’t fault Luso spas at all. Thank you so much

We have 2 luxury 1 bed holiday cottages with hot tubs near York The Snug and The Nest,
We were nearing completion of The Nest in October 2023 and on reccomendation visited Luso Spas showroom, where Jay showed us round and was a depth of knowledge and advice and understood what we needed to offer The wow factor for couples coming for special stays.
We purchased a Chicago 2 in midnight canyon and had it delivered and installed in December 2023.
The delivery and installation guys were fantastic on time, efficient, knowledgeable and friendly, everything you want from what is a major investment.
Has our Luso spa hot tub delivered the WOW FACTOR Yes Yes and more our guests are wowed on arrival when we demonstrate how to use it and love it during their stay, so much, repeat bookings are flooding in.
How happy are we with Luso spas products, service and customer service ? VERY HAPPY so happy we have ordered a new hot tub from Luso for our other property The Snug to be delivered and installed in September 2024.
We offer couples luxury short breaks in 2 wonderful cottages and our amazing Luso hot tubs are the icing on the cake .
Thank you Luso for your wonderful advice; products and wonderful customer service .
Steve and Julie Gilpin The Snug and The Nest

We had a hot tub and heat pump installed by Luso Spas a few months ago. The service we had from them was brilliant from start to finish. We were given helpful and friendly advice before our purchase followed up with excellent aftercare. Jay always communicated well and was quick to answer any questions we had. The installer was very helpful on the day and worked late to get everything set up properly. We have found that with the heat pump running costs are very affordable. Highly recommended Luso Spas!

A big thank you to Tom for coming out at short notice to sort a leak in my hot tub, extremely knowledgable and professional service would highly recommend and use again!

This was my second tub that I bought from Jay always excellent Service and Tom & Ryan that installed it were great help and would highly recommend

Five star experience we had our hot tub delivered last Saturday excellent service Jay is great and very very helpful and the delivery was perfect Aidan and Tom were very polite and knowledgeable installing it and then showing us how to use it
I would highly recommend and 100% definitely go back when want to renew it
Thanks Jay
Graham and Lesley
Sheffield

From ordering our Aquarius Plug and Play, delivery and install, my experience with Luso has been brilliant! Samantha was super attentive via phone and email prior to delivery, then Tom and Billy who delivered, were so friendly and knowledgeable, they were both fast, efficient and super professional, they ran through everything with me and assured me that aftercare was available should I require anything further information from them. Thank you Luso Team!! Great stuff!

Would just like to say a big thankyou to Luso spas. We have had the Luna hot tub for three years without a problem. Then earlier in the year we had the monsoon that took out my power board. Jay sent the part out the next day and a few months later I’ve gone in to change. I had a personal phone call and he stepped me through the setup configuration. Top company, top man and couldn’t have been anymore helpful.
Thankyou very much, highly recommend

Nick Tansley kings lynn

Sam and Jamie have been fantastic since supplying our swim spa in 2021 to fixing it when repairs were needed and they did so very quickly. Would recommend Luso Spas to anyone interested in buying a hot tub / swim spa. Not only will they be purchasing a fantastic product, but they will also received first class customer service.

Recently had the 9.5kw air source heat pump fitted by Luso, I was very sceptical at first from hearing that it will save between 60-80% of electric but we went for it anyway, and wow they are not kidding! See massive improvements to my electric bill and now I can leave my spa running all the time at 38 degrees! I spoke with jay and he was very helpful and recommended me the 9.5kw and kept me updated with the delivery and installation date/times, the two guys Aiden and Tom were very professional and did such a good job! They gave me a run through once they finished and answered all my questions. Great service from the order to the installation! Would highly recommend to anyone who wishes to have a heat pump installed to have it done by Luso Spas!
Kyle from Liverpool:)

Just had a service a year on from having an air source heat pump fitted to my hot tub. Great service and communication from luso and glad I opted for the 7.5kw ASHP which has saved me a good chunk! 5* service

Thankyou for taking care of my purchase . Samantha made the sale a very agreeable experience and was pleasant and friendly to deal with . I'd recommend them

After having a good experience with Luso Spas when we bought our hot tub we decided to buy a heat pump from them. All went well to start with during the order process and we agreed an installation date of January 11th 2024. On the day of the installation I had taken the day off work and got up early to get everything ready as they were due first thing. Luckily around 09:00 I checked my emails to see one sent at 8:53 that they weren’t coming. Why they couldn’t phone I have no idea.

I agreed that they would come back on January 16th which they did, and completed the install. About half hour after they left, I went to check on the hot tub and there was a fault on the heat pump and it was not heating the hot tub. I contacted customer services and they said this was normal so I left it thinking it would correct itself. Four hours later it still wasn’t working so, again, contacted them where I was sent text messages on how to try and adjust the valves to make it work. I did get it going but it then took 24 hours to heat the hot tub back up and over the next few days my electric usage doubled. This process took longer than it used to before I had the heat pump fitted.

I contacted them again and asked for it to be removed. This resulted in an email from Luso threatening to deduct £649 from our refund to cover their materials and labour.
This is an extract from their email:-

“If you go through the process of it being taken out. We will have to take it off. The cost of our materials and labour used will be deducted.

This means total refunded - £1500 and you will get the Wi-Fi. I don't want to go this route of arguing but as you will know we don't work for nothing. These costs will cover materials labour and two trips.”

We had to quote the Consumer Rights Act 2015 regulations in order to stop this nonsense.
After a lot of back and forth, we agreed that they would come back down, reset the pump, and I would give it a two week trial. They offered to give us new filters FOC to compensate for the addition electricity costs but they didn’t bother supplying these.

This time they arrived on time and got the pump going again but after six days, whilst I was away, it again stopped working. This time I insisted that it was removed as instead of reducing my energy usage it had increased it significantly. They did remove it and supposedly refunded me back to my original debit card whilst they were on the phone to the installer. The refund still hadn’t arrived 6 days later so I contacted them to find out where my money was. They simply made up some excuse that there was a problem with the refund and they hadn’t noticed. The refund eventually arrived a week after it had allegedly been actioned. As a goodwill gesture, they promised to send a corner post for the hot tub that now had two holes in it from the install. I have since emailed them about this but they don’t even have the courtesy to respond and I have no corner post.
I then got an email saying all the issues were my fault as per the extracted quote below:-

“You said you have not used the spa and have been away which means water level should not drop from lid opening and splashing or condensation. I think you will have a very minor leak somewhere on the tub. This I can probably assume from looking at all the photos and speaking to lads that you use tablets and not granular form for your chemicals. This is not a wrong way of doing it but tablets are more acidic than granules which means it can damage components quicker if not careful. Your headrests will prove this with them becoming discoloured”

My response to this is -
1. There is no leak.
2. The installers filled the tub back up after installing the heat pump so they should have insured it was filled to the correct level.
3. I also do not use chlorine and haven’t for over 3 years. I use aquablanc with oxygen tablets and these are not corrosive.
4. They also blamed me saying it didn’t work correctly as I was using old filters when I fact I had purchased brand new ones.

They just seemed to refuse that the heat pump was not fit for purpose and insisted on blaming me for all the excuses they could think of for it not working correctly.

This time round their customer service has been appalling and if you are thinking of using them I would suggest you think twice and save your money.
For avoidance of any doubt, as I know they will dispute all of this, I am a genuine customer with an official order number and have documentary and email evidence for all of the above issues.

For a company that says Customer satisfaction is their priority, I think they maybe need to retrain their staff and treat their customers with more respect. But as (found on Companies House) we were speaking to the director of the company the staff have no chance.

Brilliant company, been with them for 3 years, my swim spa got flooded as the sump went. Jay really helpful sent someone down a few days later, and Aiden and his team repaired it. Jay looks after you as a customer, price he gave to repair I could not fault, and also gave 2 years warranty on it. Amazing company and team - will be back for a service next year!

We had our hot from luso spas, zero problems, amazing customer service, the lad that delivered the tub (Tom) was very polite and couldn’t do enough for us 10/10 credit to the team
100% recommend

Purchased a Chill tub from Luso Spas. It was delivered professionally. The response/after sales support has been great. Any questions have been responded to quickly. There has been great communication throughout the purchase. Thank you.

I bought a hot tub 4 years ago and the continued support and responsiveness to questions throughout ownership has been impressive. Jay always responds quickly and points me in the right direction on the website. Highly recommended.

Amazing service. Very knowledgeable about hot tubs. Main thing for me was how professional and trustworthy no over selling.

Highly recommend these , from ordering to installing was a pleasure. 🎅🏻🤙🏻