Wellis® Hot Tub & Swim Spa Manufacturer Reviews 

Victor Ruiz is an incredibly responsive and knowledgable Wellis Hot Tub rep. He helped clean up a complete mess from another unrelated dealership.
We are grateful for your integrity and professionalism.

I have had a Wellis hot tub for about 5 years. I needed parts for an issue with my jets. Victor was my representative and he was fantastic. Quick response and my parts are on their way. Great customer service.

Bought a monte Rosa wellis spa. From the beginning had problems. Had to rewire factory connections which were incorrect. Had many leaks. The overall quality is sub par. I would not recommend buying a wellis hot tub.

Great hot tub. Customer service is excellent.

Thank you, Victor 👍

Wellis do not honour their warranties.

We bought a 6-person hot tub in 2024 and later added an air source heat pump later in that year to an additional £1500 cost. The hot tub itself functions well but the heat pump developed a "P7" fault in 2026 and stopped functioning even after power reset.

I contacted them for warranty service well before the 2 year expiry and they denied to help stating that because it was "an accessory" it was only covered for 1 year. NOTHING in the purchase contract nor their manual says this clause. Challenging them over this proved pointless. The 2 year warranty as stated in their printed manuals simply isn't honoured.

They initially offered a paid for repair where I paid almost £288 (including labour to fit it) and the part was on back order. Almost 2 months later they have denied this also saying they have stopped manufacturing the air source unit saying I would have to buy a new one! No offer of rebate or partial discount; just refusal to help.

I am stuck with a 2 year £1500 brick of a device that should be repairable. Most consumer devices are protected with a spare parts catalogue that runs for years past the end of product line! I wonder how many EU laws this flouts.

A customer buys in good faith and trusts that so long as they follow their service and maintenance obligations swould be able to claim from a warranty when things go wrong - not so with Wellis who think consumer law doesn't apply to them.

It's a shame as their hot tubs are nice; and I thought they were meant to be a Premium brand - I suggest shop elsewhere when they treat their customers this way.

Edit - I just read your reply Wellis. The form you ask to fill in is the same original form used to ask for warranty repair. I’ve provided you the serial number of the pool heater via trustpilot if you intend to genuinely follow this up.

I have had my hot tub for a few years and they have found great and fast resolutions to the few problems I have had.

What great service!!! I called as all my hot tub lights went out. Watched a youtube but did not find an answer. Called Victor R at Wellis. He listened then had me take the cover off and instructed me to look in the bottom right corner for the LED Control Module and to get the serial number. Noted there was a connection undone right by the control module. Plugged it in and all the lights worked. Thank YOU.

My experience as a Wellis owner hasn’t always been an easy one. I’ve dealt with some frustrating issues with my spa, and my experience getting support through the dealer left a lot to be desired.

That said, I believe in giving credit where it’s due, and Victor Ruiz, Customer Service Manager at Wellis USA, absolutely deserves it.

I originally posted about my frustrations in a Wellis Facebook group. Victor saw my post and reached out to me directly from across the country. I wasn’t his customer, and he had no obligation to get involved, but he did.

Victor tried to connect me with someone locally who could help. When that didn’t work out, he made sure I received the parts I needed to make the repairs myself, and even included extras. When the shipment was delayed, he followed up and made sure everything was taken care of.

I ultimately replaced 13 gaskets myself, so it was quite a project, but Victor did everything within his power to help me get the situation resolved.

Afterward, I sent him an email simply to thank him and let him know how much I appreciated what he had done. I happened to mention that I was also trying to track down a replacement cover for my Monte Rosa, and once again, Victor came through and helped me out.

I want to be clear that my overall experience with the spa and dealer has had its frustrations. But the way Victor personally handled my situation deserves recognition. He was responsive, generous, followed through on what he said he would do, and treated me like my experience actually mattered.

Companies are ultimately represented by the people who step up when something goes wrong. In my case, Victor did exactly that.

Thank you, Victor. You made a frustrating situation a whole lot better.

Great customer service. Send email early this morning and quickly got email back from Victor Ruiz. He answered my question and shipping the piece i need to fix my spa. Thank you very much.

Victor Ruiz in the customer service department has been excellent. He is well spoken, timely with his replies and goes above and beyond to meet the customer’s needs. I would highly recommend.

I, was in need of some parts for my Wellis Spa and could not find them locally, I reached out to a Wellis dealer I believe in Florida. What a great experience, the technician was very knowledgeable and was able to get my parts on the way ASAP.
I am all about customer support, Mr. Ruiz understands this philosophy. I will absolutely do business again here.

I made the foolish mistake of purchasing a Wellis hot tub in July 2025 from Dreamspars (first big mistake) as they stopped trading a few months later!! Since then I have had nothing but trouble with the Gecko operating system, which sometimes works when they want it to but most of the time it doesn't and customer service at both Wellis and Gecko do not care and Gecko have even suggested I open up the hot tub myself and switch wires over, great health and safety concerns astounding that they could even suggest this and on a tub still in warranty! I have been waiting for a repair to get my tub working as it should do since before July 2026 and I still have zero clue as to when a repair will take place if at all. The current warranty I have is not worth the paper it is written on!!! If you are considering a considerable purchase of this value look elsewhere as you will never get any responses from customer service and you will never get a repair done shocking service. Avoid at all costs I have had nothing but trouble and regret buying a Wellis tub!!

We came to purchase a jakuzzi. Everyone was helpful. The showroom has many different type of jacuzzi so you can try them and see/feel the difference between them.

Wellis customer service has been amazing!! Especially, the rep we spoke with, Victor Ruiz. We love our hot tub and so do our guests, so being able to get such fast and efficient service is why we will recommend Wellis to all of our friends and family.

I love my Wellis tub but i wanted to add lights to the cup holders. Victor was quick to reply and very helpful throughout the process with finding the right parts and getting me setup!
Great product, staff and company!

Absolutely correct, with awsome staff

When I reached out for help, I was expecting to get a response in a couple days but was pleasantly surprised to have a response from Victor Ruiz in a few minutes. He was very knowledgeable and answered all my questions and sent me a link to where I could purchase the part I've been struggling to find.

Victor in customer service was a pleasure to deal with. He went out of his way to answer my questions and help me out!!! would definitely recommend