Big Star Backyards Jacuzzi Of Austin

Chase Pike on Big Star Backyards Jacuzzi Of Austin

*BUYER BEWARE* THEY SELL YOU A TUB BUT DO NOT SERVICE IT COMPETENTLY.

I spent approximately $13,000 on a Wellis hot tub from Big Star Backyards. About 3½ years later (still under warranty), it developed what was initially a relatively minor leak. That was the beginning of what has now become a six-month ordeal.

Since February, I've endured multiple paid service visits, repeated repair attempts, months of downtime, and countless emails and phone calls coordinating repairs with both Big Star Backyards and Wellis. Despite all of that, the leak has progressively worsened rather than improved.

The most frustrating part is that what began as a slow leak has now become a spa that can lose nearly all of its water within approximately 24 hours after being refilled.

Throughout this process, I've done everything asked of me. I've coordinated appointments, rearranged travel, filled the spa when requested, taken videos documenting the leaks for the technician, and remained patient while waiting weeks for parts to arrive. Unfortunately, despite all of those efforts, I still do not have a functioning hot tub.

Rather than taking ownership of why repeated repairs have failed, the conversation has increasingly shifted toward my water chemistry, even though the spa is still under warranty, the water was balanced immediately after repairs, no one was using the spa, and it leaked nearly empty immediately after being refilled. That explanation simply does not align with what actually occurred.

PLEASE THINK TWICE BEFORE PURCHASING WITH THIS COMPANY. I WAITED 6 MONTHS TO REGRETFULLY LEAVE THIS REVIEW!

**Edited** Michelle Power's response misrepresents what actually occurred. There were at least 5 service visits, including the initial visit in February where no repairs were performed because the technician said the spa needed to be drained—a requirement I was never told about beforehand. The fact that the technician could not even begin the repair because the spa was still full also demonstrates that the leak was relatively minor at that time.

Over the following months, I repeatedly reached out for updates, only to learn that Michelle Power was in the hospital or on vacation, resulting in further delays while my spa remained unusable. Meanwhile, parts took weeks to arrive and appointments were repeatedly pushed back.

Unfortunately, after multiple repair attempts, the condition progressively worsened. What began as a slow leak ultimately became a spa that now loses nearly all of its water within approximately 24 hours and has remained inoperable for months.

During this process, the access panels were left open for an extended period while repairs were ongoing. After repeated unsuccessful repair attempts, Michelle Power's explanation shifted to attributing the failure to my water chemistry, despite the spa being professionally maintained and photographed with clear, balanced water immediately after repairs.

I purchased this spa expecting a premium product backed by professional warranty support. Instead, I've spent approximately 6 months dealing with repeated repairs, extended downtime, and a spa that is now in significantly worse condition than when I first reported the issue.

My experience has been that selling the spa was easy. Standing behind it under warranty has been a very different experience. Rather than receiving a lasting solution after months of repairs, I was ultimately left with an unusable spa and an explanation that shifted responsibility to me.

Anita on Big Star Backyards Jacuzzi Of Austin

We recently purchased our hot tub and had an excellent experience from start to finish. Chad was an incredible salesperson - he took the time to explain everything in detail, answered all our questions, and shared valuable tips for us as first-time hot tub owners.

Adrian was fantastic during the installation process. He was professional, knowledgeable, and made sure we understood how everything worked before he left. He also provided helpful advice on maintenance and operation.

Michelle was wonderful in providing additional support and assistance whenever needed. The entire team was responsive, professional, and easy to work with.

We truly appreciated the fast communication, excellent customer service, and expertise throughout the entire process. Highly recommend!

Mark Skelton on Big Star Backyards Jacuzzi Of Austin

Disappointing After-Sales Experience – Long Delay on Parts with Minimal Communication

I've been a customer of Big Star Backyards Jacuzzi Of Austin for my Viking Spa hot tub, and while I appreciate the selection and initial experience, the service side has fallen far short.

My thermostat sensor failed, rendering the tub unusable, and I've now waited over six months for the replacement part.

The team attributes the delay to Viking Spa (the manufacturer), which I understand can happen with specialized components. That said, the communication has been extremely poor—I’ve had to initiate nearly every status check myself, often with long periods of silence in between. No proactive updates, no estimated timelines that held up, and no sense of urgency or apology for the extended downtime.

This has been a major letdown for what should be a relaxing purchase. Hot tubs require dependable support, especially for something as basic as a sensor. If Big Star improved their follow-up process (e.g., scheduled check-ins or better tracking visibility), it would make a huge difference.

Pros: Good showroom and sales team (from what I recall).
Cons: Severely lacking in service communication and parts resolution speed.

Buyers beware on the after-sales side.

Sugar Wood on Big Star Backyards Jacuzzi Of Austin

Chad explained everything we needed to know about Jacuzzi brand hot tubs. That made our choice very easy. After the sale, and even after installation, he was promptly answering all my annoying questions. After you’ve purchased anything you always want to have the best service and we certainly received that!

joey chioco on Big Star Backyards Jacuzzi Of Austin

I would give more stars if I could. The guys at Big Star Backyards, Jim, Chad and Chris, are great and super easy to deal with. My friend and I each purchased swim spas at the same time and I have to say it is easily the best impulse buy I've ever done.

Jim honored his original quote for delivery and installation even though the site conditions at my house were very difficult and resulted in needing a much larger crane than anticipated. The swim spa has a 4 week lead time, which allowed me to prepare the necessary infrastructure for the spa. Once it arrived, the crane was scheduled and the installation went flawlessly.

I ordered the CalSpa F1325 and couldn't be happier with my purchase. It has proven to be a miracle cure for the searing hot Texas summers and the shelter-in-place orders haven't phased me since I'm home enjoying the spa all the time anyway.