Hot Tub Assist Reviews 

They wasted 7 weeks of my time. Communication 1/10. Lady from service team was condescending.

Had a problem with our hot tub, contacted hot tub assist. Engineer Jack let me know when he would arrive on the given day. Turned up on time, found the problem straight away, new pump, had one on the van, fixed the problem and spent time checking and cleaning the rest of the components. Nice guy and excellent service, really pleased 😉

The my hot tub was service and still not right temperature and won’t go down.
The music still doesn’t work.
Husband wrote email still had no reply from management how they going to rectify it.
Not impressed😡😡😡😡

Excellent service today from Matt, who quickly identified the problem and sorted it out. We were impressed by his knowledge and skills. So pleased he was able to effect the necessary repair immediately.

Just had a visit from HTA (Matthew) Engineer. We purchased a new Aria and have had it 4 months, we had "salt system inactive", "no circulation". Problem was purely down to us not cleaning filters properly, even though we had thought we had been very diligent and thorough. Mat spotted the impact drawing in (concaving in) the side of the circulation filter immediately, and provided excellent guidance on what our routines and frequencies need to be. Mat was a pleasure to deal with, and problem had been caused totally by our own fault. We were put on the right track. Will also now look for twice a year visits, which will ensure our ongoing enjoyment, use and investment

Great company to work with absolutely no problems, booked a service and told them problems and they came out and the fitter checked everything said what the problem was and gave me a price to fit (which the lass at the other end had done already) I said yes so he fitted it, job done. Great service. Excellent from start to finish. Thank you for looking after my hot tub for the past 18 years +

Negligent delivery team. Awful customer service from the operations manager. Save your money and go elsewhere!

Jake Woodington
very pleased with the full service he gave me very helpful and gave me some good tips for the future.

Our hot tub is nearly 20 years old now and it has needed a few repairs recently. We've always used Hot Tub Assist as they are easy to book, always prompt and very efficient. What's really helpful is we've had the same engineer for years, Richard, who's extremely knowledgeable and offers great, useable advice. He always checks first for any components under warranty, which helped us out recently. Great to see on his last visit he came with his son, Jake, who he's training and looks like he's just as efficient. I'd willingly recommend HTA to anyone.

Richard from HTA came to our home to service our endless pool - he was friendly, attentive, helpful and incredibly thorough - I would highly recommend him and HTA. The service was exceptional and good value.

Adam was on time as we requested an early fitting he explained what he was going to do and did a superb job or replacing our hot tub cover overall really good experience with hot tub assist.

came out for fault on hot tub electrics, very thorough and did not leave until we were satisfied would recommend

We just had our hot tub delivered and installed by three fantastic chaps, Jordan, Brad and Jamie. A tricky location for the delivery, but there was no fuss; nothing was too much trouble for them...

Would highly recommend this team and HTA for your hot tub requirements. Thanks

Very very pleased with the service received from HTA from delivery through to installation.

Initially the team delivered the tub but we weren't quite ready for installation due to delays in garden renovations. This was no problem whatsoever.

Jordan returned today to install and get us up and running. Super friendly, very knowledgeable and gave lots of advice and guidance.

Great customer care all round thank you :)

Extremely poor customer service from this company. Several appointments booked by them not kept. Taken time off work, lost pay and no contact by them to cancel appointments. You have to continually chase them. You phone when engineers don’t turn up then get told … the part is still on order, or that’s the delivery team or oh know that’s the installation team … and so it goes on. and on.
I regret buying my HotTub with these people as service provider.

Not sure who is managing this company but it’s disgraceful. In this day and age communication with your clients should be simple and efficient - left and right hand don’t know what’s going on … unkept promises, engineers not turning up, no customer contact, waiting 3 months for a part - come on ! this is all straight forward elementary business sense . Another unhappy and disillusioned customer - don’t by a Hot Tub with these folk can’t recommend them.

Not sure where to start. Bought both a swim spa and a hot tub which HTA were delivering and installing. Swim spa arrived first. HTA Seemed to be professional. However did not bring chemicals, and no manual and lid was torn. The The hot tub was nxt. The engineers arrived. Installed it and went away. No manual, no chemicals - I had to chase. The new lid on the swim spa was installed. However when I came to use the swim spa HTA had left 2 screws which were sat at the bottom of the unit. HTA came back a week later, walked around the spa, said it was ok and left. No apology. Nothing!

Then less than a week later and after only 3 uses the hot tub panel failed. An engineer came out, said he would keep me up to date and as I had to go out he left and did not update me. I called HTA who promised to get me an update - but they failed to call me back. I called Hot Spring Workd Cambridge whom I bought the hot tub from and they were clueless. I had a brand new £22k hot tub and neither company could care less that it wasn’t working.

I waited 8 days to get the replacement part on the tub. The HTA engineer turned up with the part but said he did not know what the problem was. I had to leave him to it as I did not want to embarrass myself as I was utterly disgusted at the lack of care from both companies. As I write I’m still waiting to hear from customer care and I will be writing to the CEO of both companies with a time line that reads like a comedy sketch - only it isn’t funny.

My advice don’t let HTA near you or your property don’t buy from Hot spring World Cambridge.

I had my hot tub delivered In October 2024 by 4 x HTA delivery men who assisted with the instalation and delivery of the tub. All went well until they placed the Hot tub onto my newly laid composite decking. The Hot tub was dragged into position which caused damage to several of the boards which left deep scratches (damaged caused by small stones walked onto the platform). The operation was immediately stopped and moved with rolling scaffolding poles to other areas damaging more of the boards. The whole experience has been an absolute disaster. Luckily I had some spare boards and with the use of the HTA contractors I was able to replaced the damaged boards. This took 6 hours of my time to complete, so understandably I am not happy. I paid the contractors thousands of pounds to place my decking. I have been in contact with Hot Tub Assist ( Hot tub installers ) contracted by Hotspring World ( suppliers of Hot tubs ) to assist with this through many emails sent but unfortunately with no positive outcome. The Damaged cost over £1k.HTA offered £164 and spa treatments as compensation. Also to complete the whole disaster the Hot tub side panel was delivered damaged and the access stairs all broken. I am still waiting for these two items to be replaced.
Points to note :
1. HTA did not inspect the area for damage before placing the hot tub in position.
2.HTA have admitted to causing damage, hence the offer of compensation.
3.HTA claims some boards were already damaged , this is simply not true. The new boards were not inspected before work commenced.
4.wrong equipment used to deliver the hot tub to place it into it's position. eg trolley jacks , blowers to clear area , blankets
5.Unskilled labour.
6.No supervision inspecting damage and reporting .
7.No update on replacing damaged Hot tub panels or stairs.
All I want is for HTA and Hotspring World to put me back in the same position before they came to my house and delivered the Hot Tub.

Hopefully HTA will learn from this experience. It could easily have been prevented. Hotspring World be mindful of contractors delivering your product .

Unfortunately I am NOT a happy customer. If HTA deliver your very expensive hot tub then please be warned, they DO NOT take care about your property and do not take care on delivery.

Avoid at all cost

Gert
Haverhill

Excellent communication (with Lauren and Jodie) and work carried out to high standard - very much recommend.

As the hot tub was installed in 2006 heaters,pumps have had to be replaced over last 12 months.A small leak was dripping and Richard our engineer suspected what it was and spent 1 1/2 hours hacking away on his back and found the leak.Expert get to the problem right away.

I have always used Hot Tub assist for many years and the standard is still as high as ever. Brilliant staff and efficient service. Very professional.