Hot Tub & Spa Emporium
reviews and complaints

Amazin experience! They were so helpfull, knowledgable, and friendly. We are lovin our new Spa! Thank you!

I ordered a spa cover from this company. We originally went in to maybe buy a new spa. The salesman said the spas were 8 to 9 months away, so we decided to just replace our cover and make it last. I went to pick up the cover and it wasn't what I expected. It was supposed to be 3 inches all around, but it wasn't. However, the salesman said they just got some spas in. They had two left in stock, one that was 7 x 7 and one that was 8 x 8. He said I would have it in two weeks. I decided to buy the spa and after waiting and not getting a call from the owner ***, I called him. I had to find his number, which I found on the ComplaintsBoard.com with the same complaint I have about his attitude. All he could say was, "We'll refund your money." It's like this guy doesn't want to make a sale. This is probably the worst experience I've ever had when buying a spa. When the market slows down, these will be the same guys at the *** fair trying to sell them at half price. I'll take my business elsewhere since it seems like this company has a lot of complaints.

I never had an experience like this before. I bought a hot tub from this company in August and was lucky they had it in stock. It took a few weeks for them to deliver, and again I felt lucky to have it. The horror stories I heard about waiting a whole year for spas wouldn't be my fate. When the hot tub arrived, there was some discolored paint on the bottom, so I asked the delivery driver to note it down. I called the company the next day, and the salesperson I bought the hot tub from answered. He was confused about why I had an issue with the discoloration. He didn't think it was a big deal. My problem was that I spent $10,000 on a hot tub and wanted it to be in perfect condition when it arrived, period. He got upset and told me he didn't know when someone could fix it, and he would contact me. I didn't hear back, so I went to the store. I spoke to another guy who was nice and told me, "well, at least you're talking to the right person now." Just then, the owner of the company came over and said, "it's just some paint." So, to them, it wasn't a big issue. I just wanted my hot tub fixed and to know when it would happen. I told the owner that it wasn't a big deal to him because he didn't buy it. He then told me it was no big deal and I was making a fuss. I got annoyed with his attitude and cursed at him. At that point, the owner walked around the counter and got in my face, ready to fight me! Seriously, what kind of business owner does that? There are plenty of hot tub stores in the Sacramento area, and they're all better than this one! Once they have your money, everything changes! Don't shop here.

My recommendation is to avoid this business. The customer service sucks. The owner, let's call him John, just blew me off and the service tech, let's call him Mike, is doing the same thing. We purchased a hot tub back in Sept of last year and were told it would be about 8 months. We understood and accepted the wait, knowing that both demand and supply chains were affected by the pandemic. As we passed our expected date, we heard nothing. The owner deflects and blames external factors and says it's out of his control. When you call the manufacturer, they defer you back to the retail store for updates. I finally started to make some comments on social media and got a prompt response. Lo and behold, my spa was being built that week and it was delivered within 2 weeks. After we installed and hooked up the electrical, the spa does not work. Mike and the Emporium sent out their service tech, let's call him Steve. Turns out the issue is not the spa, but the breaker in the subpanel installed less than a year ago by an electrician. Because it was a non-spa issue, I had to pay Steve directly $150 for the repair. I paid him using a payment app. I purchased a new breaker and the spa fired right up. I called the electrician and explained the situation, and they said no problem, please send receipts and we will reimburse you. Even better! I have been calling Mike and texting for over a month and can't get him to write me a hard copy receipt stating what the issue was. The electrician asked that I provide that. Lo and behold, Steve shows up unannounced at our home less than 2 weeks ago. He shows up on our blink cameras. I think great, he's there to drop off the receipt. After no one answers (we are not home), he and his partner go through the gate on the side of the home and are back there for 2 minutes and leave. I have video footage from the camera on the side gate. I have no idea what they are doing?!? I leave him a message saying I noticed he accessed the side of the house and what the issue was. I still have not heard back. I called this morning and he sends me to voicemail and says he can't talk. So after a month (today), I call John the owner. I'm explaining the situation and I'm less than 1 minute in and he says he's on vacation and needs to go? I asked, could you please just listen for a minute so I can explain what is happening with your service tech. He says okay and then again says he needs to go, he's on vacation. Very disappointed in the service and response from the owner. I just want to warn others as they may want to consider using another local business to purchase their spa.

I bought a swim spa from Hot Tum Emporium on 11/7. It cost me $37,000, and I made a down payment of $12,000 on that day. The contract stated that it would take 8 months to build. In June , after 8 months had passed, I called the company to ask about the progress of my order and when it would be delivered. Unfortunately, the person I spoke to was very unfriendly and abruptly ended the call. I left a message for the owner through both phone and email. The employee who hung up on me mentioned that they were canceling my contract, but I really don't want to cancel. I've already given them a down payment and patiently waited for my pool.

On 2/5, I placed an order with a $2500 deposit. They said it would come in June/July. On 6/26, I called to check on my order. The employees were rude and talked down to me. They didn't want to answer my questions and kept saying, "If you don't like it, I'll cancel your order and sell it for $3000 more tomorrow." I told them I didn't want to cancel. I went to the store on 6/28 to talk to the owner, Todd. Todd wouldn't let me speak and interrupted me. He didn't want to hear about the bad customer service from his employees. I told him I wasn't mad about the delivery time, I was mad about the bad customer service. Todd started yelling at me in front of everyone. He said he could cancel my order and sell the hot tub to someone else. I told him I wanted to keep my order. Later that day, I got an email saying my order was canceled. I replied saying I never asked to cancel. The company said my order was canceled.