Northgate Spa Service

This company, and Tom specifically, is simply a fraud. He sold me thousands of "new" equipment that turned out not to be new. Did shoddy work that I had problems with every week until it finally broke after a few months (told me by replacing all the parts it would be essentially a new tub). Worst of all he was arrogant, a liar, refused to confess to his work quality despite having third party service people show photos of his terrible unprofessional work. Wasted thousands, trashed my tub, and does not deserve to stay in business.

Dont waste your time with this bunch. Always coming next week. Never show up. Ended up trashing the hot tub after they cut out all the pipes and never returned to finish the job.

Tom and his son are experienced professionals and I highly recommend them. They assessed my SPA, replaced 3 motors, and a jet. They are honest and fair with their pricing. I couldnâ t be more happy with this company (Father & son team) and again will recommend to friends and family. Thank you ð

Tom talked me into repairing my spa, new motors, etc. I was happy to find him as he seemed competent. It was almost 2K and I was concerned about putting that much into an older spa, but he assured me he would be available for any issues. Sadly, that was not the case. Spa had electrical glitch turning on and I spent months trying to get him to return my calls. Finally, had my daughter call him and he picked up. He easily fixed electrical issue but becsause spa had to go thru winter unheated it now has a leak. He promised would back to repair, that was over a year ago. I loved the spa, it was a high end model and had to have a crane install it. Not sure what to do now. - Anne Marie

I filed a complaint with the NC Attorney General and BBB on 11/28/2018 about the terrible service from Tom Horton of Northgate Spa Service. Using Home Advisor I met several people who sell hot tubs in my area and decided to buy fro m Northgate because they had the most therapeutic option and also provided ongoing service. I wrote a check for the full purchase price and installation on February 7, 2018 and was told it would be 6 - 8 weeks before the hot tub would ship. Unfortunately it took about 4 months and when it was delivered, it was left in its wrapping on its side on my porch obscuring my normal view from my porch swing and the cover was left in its cardboard box which over the months got rained on and began to dissolve. Despite frequent and regular calls and texts, Tom of Northgate repeatedly said he would return to complete the work and to this day has not done so. Unfortunately the day he should have returned to do the installation, he said he needed to deliver additional concrete blocks which I did not understand because my concrete pad was large enough to hold the tub. He dumped about 12 blocks in my yard and began to dig to place them but did not complete placement and left blocks on my grass. Again, after frequent and regular attempts to get Tom to return, he returned about 2 months later and put the hot tub on its base, removed the wrapping and left again, leaving the wrapping and the concrete blocks on my yard, saying he would pick them up when he returned to **glue the blocks together** which I expected would be the following day. I thought we should use the cover to protect the tub, but Tom said it was light weight and could blow off, and he wanted to leave it in the box. Over time the tub filled with water and autumn leaves. Finally Tom returned and said he would clean out the tub and put the cover on, glue the blocks, and connect the electric, but he did none of those things. He did place the cover on the tub and had the attachment fittings but did not screw them onto the tub and left them sitting on the cover. He told me he **shocked** the tub with chlorine to kill bacteria. Tom discussed his concerns about my electrical breaker box and was planning to bring a trencher machine and run the wire from my outside 200AMP box to the tub, but that has not happened. I noticed the tub outlet was leaking and called him when he did not return the next day but it continued leaking and most of the water and chlorine drained out from what appeared to be a crack in the plastic fitting. Since then we have had several below freezing nights and with water in the tub and no electricity to heat it, I am concerned that significant damage has occurred and I want to get my money back and have Northgate REMOVE this tub completely. Tom was unable or unwilling to refund my money and retrieve this tub which I paid $18,699 in advance for. Eventually in the late spring of 2019 Tom and his son returned and using a trencher machine ran a wire from my electric service pole to my hot tub that was so close to the surface of the ground that it was exposed after the first rain. There was no conduit used except at the hot tub and the safety cut off. Shortly afterwards and before I had a chance to use the tub, my home lost all power, and it was not an area power outage, but caused by overloading my service at the pole. The power company told me that unless I disconnected my hot tub, they would have to secure my electric service completely until I replaced the breaker meter and box. Unfortunately at that time I could not afford to do so. I continued trying to get Tom to make things right, but he never returned to my property to do any of the work he promised to do. Today he is promising to make things right if I pay him tax and shipping on the tub plus pay for half the electrical work, acting as if COVID is the cause of his problems and alleging that I owe him mo...

Showed up on time after I had trouble with another company gave me the run around. Tom and his son know their business and had me up and running in no time. The tub still needs work and have parts ordered, but at least I can use in mean time.

The Hot tub was repaired and is now in perfect working condition.

Not satisfied with the service. Had a defective controller thats not functional and was told that it would be replaced. Unable to get a return call from the owner

Awesome

They did a very thorough job inspecting, servicing and cleaning the hot tub and cover.

No review at this time. Project still in progress

He was great. Took care of my issues via a phone call

Very responsive, friendly, and knowledgeable. He fixed the repair quickly. I highly recommend.

Fixed hot tub, ordered the parts, soon as they came in ,fixed next morning... Thanks!

Great service

fantastic!! Came on Sunday and did everything possible to make sure our guests enjoyed the spa

Very knowledgeable and was able to quickly diagnose an issue

Do not hire, wants plenty of money up front but not reliable or dependable.

Completed the job promptly and proessionally for less thN expected.

If I could Tom 10 stars I would. He was extremely prompt, polite and experienced. This is the company you need to use if you are having hot tub issues that need to be resolved. We will definitely be using this company again!

Technician was professional and knowledgeable about the hot tub I had issues with. He even followed up with a phone call the following day to find out if everything was still okay.

They were here within 24 hours and figured out the problem and after ordering part - will be back. VERY POLITE and Knowledgeable.

I hired to fix a hot tub, Came out and charged an 85.00 service call, Said he was going to order parts, and then I never heard from him again. 2 weeks later I texted him that we are going with someone else. I would like my 85.00 back.

Very helpful, prompt service and great communication!