Update by user Jun 27, 2018
The owner of the company did contact us with two emails. The initial email was more of a knee jerk reaction.
The second email included an apology, answers to our questions and a statement that he would look internally to address the complaints we had with our interaction with management.
The pool has been fixed however we still are not pleased that it had so many problems to begin with. We are satisfied with the outcome and consider the original review resolved.
Original review posted by user Jun 08, 2018
We purchased a spa /pool april 2018 from Hot Tubs Inc in Owings MD. The following damages were discovered by us after the delivery of the unit before we even had a chance to hook up the unit to its power source: 2 cracked PVC pipes, a cracked manifold, worn caulking and leaky jets and a damaged part of the frame. The service technician did make 3 seperate visits to replace the PVC pipes, manifold and re seal the jets. We are waiting for an appointment for the repair of the frame, to replace the insulation to the pipes that had to be removed for the repairs and to assess the units base for possible water damage. The inside of the unit was exposed to several leaks over a 19 day period while we waited for the completion of the repairs. We have made phone calls, sent emails and made a face to face visit with both the service and sales managers asking questions about the use and storage location of the unit while it was used as a floor model and about the winterization of the unit to protect it from freeze damage while it was in the posession of Hot Tubs Inc. I was told they did not have those answers but would email the owner to obtain the answers. It is going on a week since my initial inquiry and my emails concerning the responses to my questions continue to be ignored. We invested a significant amount of money for this unit expecting a quality and properly functioning product. We are disappointed that we were sold a unit that had damaged pipes/manifold/frame and that it required repairs before we were even able to use it. We are disappointed that the service and sales managers have so little knowledge about the care and handling of a floor unit that has been in their possession. We are disappointed that Hot tubs inc sold and permitted the delivery of this damaged unit. We are disappointed that our questions about the use/storage/winterization of the unit continues to be ignored. We are disappointed that we were told the owner would be contacted by email yet we have not received any response. On a good note we were very pleased with the level of courtesy and professionalism the service technician Greg displayed on all three service calls. We are posting this review in hopes that this horrible experience will be avoided for any future customers of Hot Tubs Inc. We are hoping to get answers to questions about the handling/ storage/ care of the unit while it was being used as a floor model by Hot Tubs Inc. We are hoping the owner of Hot Tubs Inc is made aware of the problems we have encountered and takes the appropriate measures to make sure that any floor model sold is free of damage and functioning properly prior to sale and delivery to the customer.