The Hot Tub Store

"Warning. Buyer beware! I was scammed by Salesman Alex Crossman at the Cleveland Ave, Santa Rosa franchise Hot Tub Store to the tune of $14,146.75. I was overcharged, lied to, and Alex Crossman used the old "bait and switch". He tried to con me out of $3,500.00 on the hot tub cover. He also over charged me more than $4,000.00 on the most basic hot tub on the show room floor, one pump, seating for two, no features, a handful of jets A real basic model in a very drab color. A total nightmare. Below is a copy of the email I sent to his corporate bosses. >>>To whom it may concern. You attempted to deliver “a soft top cover” with the hot tub today. When I was making the purchase Alex Crossman pointed out how nice the hard top cover is. Perfect to protect my investment from my dogs. As a sales pitch he said “as a matter of fact we have an extra one in the warehouse that my manager ordered by accident. If you buy the hot tub ($14,143.75) and dry sauna today ($6,773.50), I will throw that upgraded hard cover in no charge, a $3500 value, include free delivery, free removal of the old tub and I will adjust all the figures to cover tax”. We made a deal on the spot and I paid with a credit card. The hard cover example he used is next to the entry doors to the left as a person enters the Cleveland Ave Santa Rosa CA store. Alex Crossman promised a hardtop with assist lift shock absorbers. The same as the one you have on display. Today when Santiago’s Trucking Delivery company appeared they had no hard cover. I said please contact the store and hold off until the missing cover is resolved. Do NOT take that hot tub off the truck. I do Not want that soft cover. I can not downgrade to a soft cover. Long story short Alex Crossman finally called Santiago’s cell phone once they realized there was no way I was accepting delivery. The phone was passed to me. Alex tried to explain it was all a big mistake. He stated “Although I promised a hard cover, the one I thought we had in the warehouse is not there. Therefore, you are not getting it. Unfortunately, your written contract states standard soft top and that is what you are getting. If you want, I will order you the hard top but that will be an extra $3500.00. What I promised you does not matter” I asked again about his promise of a hard cover. He referred to the written contract. I never noticed the difference. I trusted him and his word. I was under the impression that The Hot Tub store is an honest legitimate business. I think he is trying to take advantage of me as I am a senior, 68 years old. I am cancelling this order immediately. I want a full refund. If you fail to refund payment in full, I am filing a complaint with the BBB and the Sonoma County DA for elder abuse."

"Loved the customer service and support. I chose this store because I felt comfortable talking to the sales person, Jeroen, asking a million questions and always getting kind and helpful feedback. My budget was understood and respected and I never felt pressured to spend more. He helped me find the product that matched my needs within the budget I had set. The tub has arrived this week and I love it!"

"So impressed with my experience at this store. Terry was so helpful, knowledgeable and responsive throughout the entire process. Ben has also been fantastic in helping to educate us on maintenance and getting started with our first hot tub. Great people, great business."

"We bought our 2nd hot tub from the Hot Tub Store many years ago. A second cover was delivered and installed this morning. It looks great. The tub is great. The people at the Hot Tub Store are great. We live some distance from the Santa Rosa store and need to have appointments set up well in advance. Michelle in the service department is truly a pleasure to work with, and all of the service crew members we have met, Brian, Ben, and Daniel, have been knowledgeable and helpful."

"Great family like experience from start to finish. No pressure sales experience with Terry and Amity and an awesome delivery placed my hot tub perfectly. Where they shined most of all was the follow through. Benjamin went WAY above and beyond to get me set up so I could start using my tub asap. He made me feel like a VIP. Benjamin is very personable, extremely knowledgeable about water care, and knows the product inside and out. Benjamin is a great representative for the company."