Luso Spas Avis 

After having a good experience with Luso Spas when we bought our hot tub we decided to buy a heat pump from them. All went well to start with during the order process and we agreed an installation date of January 11th 2024. On the day of the installation I had taken the day off work and got up early to get everything ready as they were due first thing. Luckily around 09:00 I checked my emails to see one sent at 8:53 that they weren’t coming. Why they couldn’t phone I have no idea.

I agreed that they would come back on January 16th which they did, and completed the install. About half hour after they left, I went to check on the hot tub and there was a fault on the heat pump and it was not heating the hot tub. I contacted customer services and they said this was normal so I left it thinking it would correct itself. Four hours later it still wasn’t working so, again, contacted them where I was sent text messages on how to try and adjust the valves to make it work. I did get it going but it then took 24 hours to heat the hot tub back up and over the next few days my electric usage doubled. This process took longer than it used to before I had the heat pump fitted.

I contacted them again and asked for it to be removed. This resulted in an email from Luso threatening to deduct £649 from our refund to cover their materials and labour.
This is an extract from their email:-

“If you go through the process of it being taken out. We will have to take it off. The cost of our materials and labour used will be deducted.

This means total refunded - £1500 and you will get the Wi-Fi. I don't want to go this route of arguing but as you will know we don't work for nothing. These costs will cover materials labour and two trips.”

We had to quote the Consumer Rights Act 2015 regulations in order to stop this nonsense.
After a lot of back and forth, we agreed that they would come back down, reset the pump, and I would give it a two week trial. They offered to give us new filters FOC to compensate for the addition electricity costs but they didn’t bother supplying these.

This time they arrived on time and got the pump going again but after six days, whilst I was away, it again stopped working. This time I insisted that it was removed as instead of reducing my energy usage it had increased it significantly. They did remove it and supposedly refunded me back to my original debit card whilst they were on the phone to the installer. The refund still hadn’t arrived 6 days later so I contacted them to find out where my money was. They simply made up some excuse that there was a problem with the refund and they hadn’t noticed. The refund eventually arrived a week after it had allegedly been actioned. As a goodwill gesture, they promised to send a corner post for the hot tub that now had two holes in it from the install. I have since emailed them about this but they don’t even have the courtesy to respond and I have no corner post.
I then got an email saying all the issues were my fault as per the extracted quote below:-

“You said you have not used the spa and have been away which means water level should not drop from lid opening and splashing or condensation. I think you will have a very minor leak somewhere on the tub. This I can probably assume from looking at all the photos and speaking to lads that you use tablets and not granular form for your chemicals. This is not a wrong way of doing it but tablets are more acidic than granules which means it can damage components quicker if not careful. Your headrests will prove this with them becoming discoloured”

My response to this is -
1. There is no leak.
2. The installers filled the tub back up after installing the heat pump so they should have insured it was filled to the correct level.
3. I also do not use chlorine and haven’t for over 3 years. I use aquablanc with oxygen tablets and these are not corrosive.
4. They also blamed me saying it didn’t work correctly as I was using old filters when I fact I had purchased brand new ones.

They just seemed to refuse that the heat pump was not fit for purpose and insisted on blaming me for all the excuses they could think of for it not working correctly.

This time round their customer service has been appalling and if you are thinking of using them I would suggest you think twice and save your money.
For avoidance of any doubt, as I know they will dispute all of this, I am a genuine customer with an official order number and have documentary and email evidence for all of the above issues.

For a company that says Customer satisfaction is their priority, I think they maybe need to retrain their staff and treat their customers with more respect. But as (found on Companies House) we were speaking to the director of the company the staff have no chance.

Brilliant company, been with them for 3 years, my swim spa got flooded as the sump went. Jay really helpful sent someone down a few days later, and Aiden and his team repaired it. Jay looks after you as a customer, price he gave to repair I could not fault, and also gave 2 years warranty on it. Amazing company and team - will be back for a service next year!

We had our hot from luso spas, zero problems, amazing customer service, the lad that delivered the tub (Tom) was very polite and couldn’t do enough for us 10/10 credit to the team
100% recommend

Purchased a Chill tub from Luso Spas. It was delivered professionally. The response/after sales support has been great. Any questions have been responded to quickly. There has been great communication throughout the purchase. Thank you.

I bought a hot tub 4 years ago and the continued support and responsiveness to questions throughout ownership has been impressive. Jay always responds quickly and points me in the right direction on the website. Highly recommended.

Amazing service. Very knowledgeable about hot tubs. Main thing for me was how professional and trustworthy no over selling.

Highly recommend these , from ordering to installing was a pleasure. 🎅🏻🤙🏻

Great prices, arranged fast delivery and had great aftersales support. Very responsive to messages.

From the very first conversation with Luso Spas, right through to delivery, the service has been nothing short of great. I initially thought that the logistics of getting the hot tub to its location would be challenging, but the team handled it with absolute ease and professionalism.

The delivery, installation and setup of the hot tub went off without a hitch. It's evident that they are all extremely knowledgeable and what's great is that no question ever felt silly or insignificant. They took the time and trouble to explain everything we needed to know, ensuring we were comfortable with the entire process.

I would have no hesitation with recommending Luso Spas. Their commitment to customer service is truly exceptional. Thank you, Jay and the entire team for making our hot tub experience a fantastic one.

Just had a service on a luso spas vela - had the tub just over 12 months and excellent service on purchase and excellent service now. Highly recommended !

Excellent friendly efficient service. Would recommend to anyone.

Just had the hot tub serviced (after probably too long!). Gentleman called Kyle did the service. Absolutely excellent job and great customer service. Really nice chap and has gone above and beyond and cleaned the whole thing thoroughly. Its as good as new. Thank you.

Can’t fault them,upgraded my hot tub due my original one being damaged at no extra charge.
The delivery guys,Aden and Tom went above and beyond to get the hot tub into position,a proper effort!

Great service, great quality of swim spa cover far better than others. Great delivery and communication. Look forward to getting my next spa from Luso, highly recommend.

Had Hercules delivered today, love it! Thank you!

Want to just say fabulous service from Jay and the team. Found a tub i liked. All questions answered. Never pushed on the sale.

We recently have just jumped on the band wagon of a heat pump and have the inverboost UX. The savings in the firest week are massive. Installers very polite and helpful

From the very first conversation with Luso Spas through to delivery the service has been amazing, we were on a tight delivery & access restrictions given we wanted deeper hot tub, but nothing was to much of a problem for Luso Spas..Jay rearranged his day to deliver the hot tub, great customer service.

Would highly recommend Luso Spas

I bought the Palermo and it got delivered last week. It looks great, has loads of jets, fountains. At night it is magical with the lights. The guy who install are very good, managed to hoist it over the fence and around a tree. Lights stopped working on day 2 but the guys came 2 days later to fix the issue. Incredible service. The control panel will take a bit of time to fully master but I already asked them to explain something to me re temperature and they sent me a voice msg which sorted it out. Very happy with the tub and service so far.

We ordered a pool cover in April 2023, they said that the covers would be delivered in 8 weeks. After 8 weeks, they said the covers had not arrived and we would have to wait another 8 weeks.
After the following 8 weeks they kept on saying they will be sent the following week. I asked for a refund on the and on week 20 they said again the cover available was bigger than what we had ordered and if we wanted it they would not know when they will be able to deliver to our area.
The person behind the phone hung up twice because I was not being "patient". After a week requesting a refund I finally got my refund. But it has been a real ordeal. I just wouldn't recommend ordering pool covers from this company. Not sure how their hot tub service is as I have not experienced it.