Hydro Systems, Inc.

Sarah Beach and Ferguson in Woodland Hills are the best!!! However, the same cannot be said about Hydro Systems.
The bathroom came out beautifully. However, it seemed we had chosen a newer spa tub design by Hydro Systems of Valencia — a $ 7,000 unit! The center drain design turned out to be hokey. They designed a fiberglass plate that was supposed to Velcro in place when you had the plug up or down but had to lift off to operate the drain. When you saw the tub on the showroom floor it looked beautiful and neither Sarah or I had seen it operate with the plug in place — there was no plug in place on the showroom model but only the plate sitting nicely in place. Once installed with the plug in place, it not only seemed hokey to have to remove the place to operate the plug, but, the plate would not lay flat in the bottom with the plug open or closed.
Two visits by Hydro Systems and the tech admits that it is a newer model and just wasn’t well thought out. Their only solution is to get me a lower profile plug that will allow the plate to sit in place when closed but when the drain is up and open the plate pivots precariously on the plug. It looked ridiculous! They wouldn’t do anything about it or take any responsibility for the poor design.
This is where Sarah and Ferguson went above and beyond! They couldn’t get any help or assistance from Hydro Systems so they decided to take back the tub themselves and get me a better replacement that I chose. They went even further and refunded me a large portion of the original purchase price. Yes, they stood behind their service and product they sold despite their only part in the problem being that they had not seen the unit in place before to know of the issue.
I cannot say enough about the way they handled not just the problem but the whole buying experience. They have amazing selection and, if Sarah is typical of their sales people, the best staff!
As for Hydro Systems… they make a beautiful tub but need to stand behind their product better and think through some of their mechanicals!

I would NEVER do business with this company again! Customer service hold time is minimum 5 minutes each time you call. Very Dishonest! They owed us a check for a damage repair, caused by their installers, since October. After months of phone calls I asked for a manager and I spoke to Casey she was beyond rude and disrespectful in dealing with the issue and did basically nothing but insult us. She basically accused me of lying and said that she thought that we had received the check but had probably lost it so they now would have to charge us a stop payment fee! I will never deal with her again. We have been waiting for this check since October and still nothing but aggravation. All of this caused by their installers damaging a very expensive tub!

Horrific customer service.
I have been dealing with this company for month’s with no luck. Not only are they completely incompetent and unorganized, but they are rude and disrespectful. They have no clue how to treat customers. My next stop is the Better Business Bureau. Do yourself a favor and avoid them at all costs.

Wow. All I can say is, wow.
My wife and I ordered a tub from here for a bathroom remodel. The tub showed up, wrapped and padded, two days ago. Our contractor went to install the tub and informed us that there was a large chip and a lot of scratches within the tub. Obviously we told him not to install it.
Hydro won’t replace the tub. They are going to send someone out to refurbish it. So, basically, we paid $ 1300 for a tub that isn’t brand new.
Horrible service.

Terrible customer relations! They came out, confirmed my Hydro Systems tub needed a new pump. I paid in full $ 1,191.00 which included $ 150 service charge and $ 95 for labor. I called the next day to see about cancelling the order (for which I apologized) because my home warranty company said they needed to send their own contractor and would not reimburse me Hydro-​Systems prices. I was told they would reimburse me (my credit card) all but $ 150 for the «service call» to which I agreed. I later received a call saying they would also not reimburse the «Labor» charge of $ 95 ($ 245 total), to which I strongly objected since they hadn’t done any labor yet. I asked that the receptionist to take it to management and they still refused to reimburse the «Labor charge». The estimator was there maybe 10 minutes and didn’t even put things back the way they should have been. I WOULD NEVER USE THEM IN THE FUTURE AS THEY ARE OBVIOUSLY UNETHICAL.

This is the BEST company ever. Again I must thank Alec for his great service and delivery. I LOVE my tub. I especially want to thank Rachel who went far beyond my expectations regarding customer service. Rachel you are amazing and I can’t thank you enough !!!

They have HORRIBLE Customer service. they never once told us that it was going to be a charge for someone to come out and tell us whats wrong with our Jennifer Tub. the guy comes out, never enters the bathroom, touch the tub never mind turning it on to see whats wrong with it. gives us a estimate of $ 1500 to fix it. Then proceed to tell us we owe him $ 150 dollars for driving out to my house and doing nothing. Wont leave our house till we give him something. we cancelled the check and tried contacting Customer Service again to explain and complain about service. never get a call back.
2 weeks later we get a letter from a collection agency! the bill is now larger then the original!
DONT GO HERE!!! they have beautiful products but screw you in the customer service department!

This company seems to be trying to improve its customer service. They sent me a service call refund. Have to give them kudos for that!

My needs are being met by Hydro System’s customer service, and for that, I’m grateful!

The technical support here and the customer service is amazing. Anything I ever need or any problem I ever have they take care of it right away.

I have been selling Hydro Systems tubs for 31 years. Their customer service has been impeccable! No problem, which I have had very, very few, ever been handled other than with complete satisfaction. My rep, Christine Thomas is the best ever! She is there for me ²⁴⁄₇ and does everything possible to satisfy my customers which is always the goal! Hydro Systems is truly a «class act»!

I bought a Lacey with the new indulge system ! Absolutely love it !! I took a bath and my skin felt smoother and looked tighter ! Just like a spa ! I also put a WP back massage, neck massage, and chromotherapy ! Absolutely felt like a queen after bath and slept like a baby ! Next night filled the bath for my ailing mother who has cancer ! She wouldn’t stop raving about the product and told me I should write a letter to the company to compliment them on their options that are available and how they are helping her with her pain ! Love this bathtub !! I would recommend it 100% !! Thank you Hydrosystem for the luxurious product !

Very impressed with the construction and design of this Tub manufacturer. You guys Rock!

When purchasing my bathtub I was a little overwhelmed by all the different company’s, the wording of all the features, and the overall process of decision making towards the purchase. Luckily, I called Hydro Systems with my questions and everyone I spoke to explained everything thoroughly. I ended up going with the Sydney 7240 combo system. It’s a beautiful tub, I don’t always take a bath but when I do I’m normally in it for a while. I love the fact that I didn’t have to have JUST a bath, my contractor was able to turn the tub into a shower also. There was one time when my remote was not working properly, I called the technical support, and they were able to get me a new one and make sure it was configured to my system. I will be purchasing more tubs from this company when I start redoing the other bathrooms in my home. I recommend them to everyone I know who is looking for bathtubs and even sinks! Thank you hydro for making my bathroom my sanctuary.

They have all the choices you could ever want. Bought the Lacey. Got the whirlpool, LOVE it. So quiet, so relaxing. Best purchase ever. I have used every night since I got in installed and I bought it for my daughter… But I’m using it just as much as her. Customer service was amazing.

I would give this company 0 stars if i could. The product is ok (although we have needed service 2 times in the first 3 months).
There service is TERRIBLE. They make mistakes at every turn and do NOTHING to make up for it.
They delivered the wrong tub. Then sent our tub to San Francisco by accident. Our Reno was delayed 10 days because of them and really all they ever say is «oopsies.» Now on the second service call we have needed they missed their window and I am waiting and missing work.
Please avoid this company.