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January 2024 by K
This company is unable to facilitate basic customer follow ups pertaining to service inquiries. I’m forced to find alternative technicians who are able to respond to service calls for Vienna Hot Tub spas (owners of Hot Tubs of Rockville). I would advise purchasing and obtaining spas elsewhere as they are unable to support their products post-sale.
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December 2023 by william mcpherson
We worked with Paul at Hot Tubs of Rockville to select our hot tub. Paul is friendly and extremely knowledgeable about hot tubs and answered every question we had about the tubs and the process from purchase to delivery. He is super customer focused and has been very accommodating to allow us to try out several of the tubs in the showroom! He was even able to get the tub we were interested in into the showroom so we could see it in person before committing to purchase the tub and also made some measurements for me over the phone as I was prepping our patio for the tub. The hot tub was delivered on December 8th (3 weeks ago) and we had electrical hookup the next day and were in the tub that night! The 3 man delivery crew called an hour before they came and took care to transport the tub from the truck to our backyard patio on a two wheeled cart. They installed the cover lift, gave us the chemicals and oriented the tub as we had instructed. They even had an extra new panel to install on the outside of the tub since the original one had been scratched up. They also noted one of the speaker covers was cracked and Paul was able to provide me one off the floor model the next day when I went to take his hot tub maintenance class. Paul’s recommendation to run a 60amp line to the tub was spot on and the tub has been a delight with everything working as it should! We’ve been using the hot tub almost every day since we’ve had it and couldn’t be happier with the Passion Hot Tub and our experience with Paul and Hot Tubs of Rockville!
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September 2023 by Patrick Hayes
The staff at Hot Tubs of Rockville (and its sister company Vienna Hot Tubs) are friendly and knowledgeable, however, my overall experience since purchase has been negative and I wouldn’t recommend buying from them. The hot tub we purchased was approximately $13,000 and we made the choice to go with them in-spite of the relatively high price because they assured us that they would make the delivery, installation, and maintenance process easy – unfortunately, that has not been our experience.During delivery, they rolled the hot tub on its side down a hill to our deck, left deep scratches in our wood deck, and left before the tub was filled or turned on. There were no additional services provided; aside from the gouges in our deck and hauling away the plastic, it really was the same as having an online company drop it off (although at a considerably higher price point).After we turned on the spa, we noticed that the interior lights didn’t work. Unfortunately, since no one from the company was still at our house, we had to ask for a repair visit. In the end, it took 6 months from our first request to get someone to come fix it. The person who made the repair was helpful and professional, however, only after the repair did we find out that they charge $140 for the visit even though the repair was covered by warranty and the issue existed from the first day we received the hot tub. The fee was not disclosed before the technician completed the repair. Subsequently, we needed the light repaired again, but because the fee had gone up to $195 for a visit, I opted to do it myself.Long story short, we paid a premium for great service and that service fell short at every stage of the process. In fairness, I want to stress again that the team is friendly and knowledgeable, but based on my personal experience, I would recommend purchasing online (or a different in-person store) and finding a repair provider separately.
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September 2023 by Benjie Boscolo
There are not enough stars to fairly rate either Hot Tubs of Rockville or its team led by Paul. Paul's knowledge and passion about hot tubs is both impressive and confidence inspiring. He patiently walked me through the steps of caring for the Passion hot tub we purchased. There was a small issue with one of the diverters and, amazingly, Charlie (part of the team) came to the house on Monday of Labor Day weekend and quickly remedied the problem. If you are going to purchase a hot tub, you would be foolish to go anywhere other than Hot Tubs of Rockville!!
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September 2023 by Jamie Fox
I paid $15k for a great tub two years ago. I've had two warranty items come up since then and their service department (in Vienna VA) is a dumpster fire. Apparently they're booked out months in advance but I can't even get a date, they won't call me back. There isn't anybody else in the area that services this brand so I'm basically screwed.
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May 2023 by Lara Harvey
We have had out fantastic South Seas Spa hottub for 18 months now, and absolutely love it. Bruce was so knowledgeable and helpful when we purchased. The installation guys were great and Tim, their recommended electrician was also excellent. Whenever we've had an issue with water clarity Bruce and Paul have helped me fix it perfectly. We buy all the chemicals from the store and this is absolutely worth it, for the customer service and quality products. I highly recommend!
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February 2023 by William Hendricken
Buyer BEWARE! - Poor ServiceWE bought the Mont Blanc spa in July 2022 from Hot Tubs of Rockville in Maryland (and Vienna Hot Tubs in Virginia), in August the lights failed, Aop system failed - It is now January 10th, 2023 and we have no working lights despite repeated requests for service or remediation of the problem.Wellis does not back up their warranty claims in the USA. We are consulting with a lawyer to seek removal of this lemon of a hot tub.
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March 2021 by Barry Schunck
Had to track down our salesperson after numerous attempts to reach them after we put our deposit down. Only to find out our tub would be 3 months late ?then told my wife that it’s ok we can sell it form more $ when it gets here if you cancel?? requested the managers name and was after multiple attempts was still unable to get the information to speak to someone about the terrible customer service offered here
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March 2021 by Barry S.
Customer service is terrible!!!!!!!! We purchased a spa in October with the plan of delivery in May. we understand the pandemic, yes......... We left multiple messages to the number furnished by the salesperson requesting updates on status to see how it was going. we received no response back at all...... Forward 2 months and we were interested so we called the showroom...... we were told that our tub would be 3 months late (minimum) and that if we didn't like it they could sell it for more when it arrives if we canceled. NOT exactly the customer service I would expect for the $ being paid for the spa. when i requested to speak to a manager other than the one who told us "They would sell it for more" I was repeated told they were unavailable and couldn't be reached?????? stay away from this type of predatory salesmanship and poor customer service. get a tub or a spa but get it somewhere other that this place. waiting isn't a problem b the poor treatment of a paying customer is the end of the rope for us :(
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November 2020 by Matt Chapman
Highly recommended. Hot tub Charlie and Paul worked with me to get the hot tub that worked for my family. Knowledgeable and friendly, easy to work with and accommodating.I also appreciate that they have a good selection of hot tubs to look at. My research has led me to Artesian spas and they sell them! Cannot recommend Hot Tubs of Rockville enough. Good hunting!
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November 2020 by Seth S.
I went in here looking for chemicals for a newly purchased tub. Since I hadn't purchased here they refused to help me and I even got an eye roll from them when I told them what I had ordered. Very unprofessional! I overheard their pitch to another customer and they were not being honest with them regarding brands they don't sell.
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September 2020 by prashant chittiboina
A pleasant experience!I needed to move a large swim-spa. Paul was super helpful and full of information. The moving crew led by Greg was just a pleasure to work with. Very professional and knowledgeable.
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March 2020 by Marc Meklir
We took delivery of our hot tub this week. Start to finish, working with Paul at Hot Tubs of Rockville was a joy. Zero pressure sales. Competitive prices. Impressive knowledge of all the tubs they sell. An invitation to come in with our swimsuits and try before we buy. A simple "chem class." A smooth delivery despite challenging conditions. Ready availability to answer questions via phone and email. Honestly, we have no complaints.
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March 2020 by Demetri Orlando
We bought a spa here in December to help with health issues and the experience was excellent, and we are very pleased with the tub and the process of choosing it and getting it. Minus 1 star only because prices here are higher than Costco or BJs, but the theory is that these tubs are of higher quality and workmanship. I guess time will tell... If it lasts as predicted, I'll come back in 10 years and up this review's star count to 5. We decided it was worth buying here instead of Costco because we didn't want a tub that might die after only a few years, and we wanted to get the wisdom and guidance from the store's manager (Paul) to choose a good tub and know how to maintain. The price includes delivery and set up of the tub, which is a big deal. Our experience was excellent. Paul was helpful and kind throughout the process, without putting any pressure or stress on us. He walked us through all of the choices and the price included everything (tub, cover, all necessary accessories, delivery, and starter chem kit.) The price we paid was the price he gave us on our first visit. There were no hidden fees or "gotchas" after the fact. Paul was completely up-front and ethical throughout this process. You can even try out the tubs when you visit the store, so bring a bathing suit, and be prepared to develop tub envy for the premium tubs the come with sound systems and light shows.Knowing how to properly maintain water chemistry seems like a big deal, and again Paul has been super helpful in this regard - another bonus for buying here. He demystified this process that sounded pretty complex when I read about it online. The ongoing cost of the chemicals should be factored into any decision to buy a tub, as should the cost of electricity to heat the tub. Now it's time to stop writing and go get in the spa. :-)
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February 2020 by Julian Samet
Fantastic customer service. They really know their stuff. Due to some construction delays we weren’t able to take delivery of our tub immediately and Paul graciously held the tub in storage for us until we were ready for it. Really looking forward to using it. The tub itself is beautiful! (Artisan Antigua).
