Escape Hot Tubs Reviews 

Reply from Escape Hot Tubs

Sep 28, 2023

Dear Sharon,

Thank you for sharing your feedback with us. We value all customer experiences and take them seriously as they help us improve our services.

We understand your frustration with the recent issues you've encountered with your hot tub, and we sincerely apologise for any inconvenience this may have caused. We'd like to address some of the concerns you've raised.

Firstly, we want to clarify that we are not the manufacturer of the hot tub, and we do not have control over the manufacturer's warranty policies. However, we are committed to providing excellent customer service, and we do our best to assist our customers even when warranty claims are involved. We offer our time for free to repair hot tubs, even when the warranty is limited to parts only.

Regarding the over-heating issue, we completely understand your concern about the temperature not cutting off at 40 degrees as expected. The initial replacement of the main control box was performed in response to what seemed like a power surge, and the upgraded version was installed to prevent a recurrence of the issue. We are sorry to hear that the problem resurfaced after four months, and we appreciate your patience during this process.

Regarding our customer aftercare options, we offer the service package to extend the warranty on main parts for an additional year. We understand your concern about the frequent issues, and we'll certainly take your feedback into consideration as we continue to evaluate and improve our offerings.

In regard to the recent repair appointment, we appreciate your willingness to reschedule for a more convenient time upon your return from holiday as we were limited to 30 minutes upon arrival at the previous appointment, your hot tub will need draining, parts fitting and refilling - having a service at the same time will minimise the need to waste water.

If you have any further questions or concerns, please feel free to reach out to us at 01909 319009. We are available seven days a week to assist you.

Best regards,

Chris

Reply from Escape Hot Tubs

Sep 26, 2023

Dear Geoff,

Thank you for taking the time to share your feedback with us. We value your input and would like to provide some additional context for other readers.

The hot tub to which we fitted the air source heat pump was already aged, and the twin-speed pump, which functions at low speed as a circulation pump and high speed as a jet pump, was not performing optimally. It exhibited noise issues, bearing damage and struggled to handle the increased demand caused by the addition of the heat pump.

On the day of installation, we recommended changing the twin-speed pump and provided a quote of £540 for both the pump and the fitting. It's worth noting that the other company you mentioned initially fitted a single-speed pump, later needing to replace it with a twin-speed pump, likely explaining the lower price they offered.

Regarding the valve that was closed on the bypass kit, this action was part of the initial testing process to ensure a 100% water flow through the air source heat pump. During a revisit, the valve settings would have been adjusted to fine-tune water flow and maximise heating efficiency.

Our use of flexi pipe in the bypass kit is consistent with industry standards, as long as it doesn't have to bear the weight between the hot tub and the heat pump. Flexi pipe enhances water flow without the need for excessive angled fittings.

The leftover insulation you discovered inside the hot tub was left there unintentionally due to unfavourable weather conditions during the installation. We sincerely apologised for this oversight, and if we had returned to complete the installation before you disposed of the old hot tub, we would have certainly rectified this issue as well.

We have offered to return for free to fit the heat pump to your new hot tub when you had that installed as a gesture of goodwill.

We remain committed to resolving any outstanding problems you may have. Please feel free to contact us at your convenience at 01909 319009. We are available seven days a week and are dedicated to resolve this in a fair manner.

Thank you for your understanding.

Warm regards,

Chris
Escape Hot Tubs Limited

Reply from Escape Hot Tubs

Sep 15, 2023

Hi Andrew

Thank you for the review, I have reviewed the pictures, video and report from the technicians from the day of the service and unfortunately the issue you are having is a common problem associated with calcium build up and over-sanitisation, this leaves a scale buildup inside the pipework over time, the hot tub flush that will kill off any lurking bacteria and remove biofilm will not remove the scale but sometimes will soften it during a service, when the tub is filled again and jets turned on for the first time you may get this white scale and debris in the water.

Our engineer stayed on the service for a full 5 hours instead of the usual 3 to try and capture as much as possible along with draining the hot tub down again for you.

We do recommend using a scale inhibitor or product like O-Care to eliminate these issues, feel free to call on 01909 319009 for advice and water care options.