Servicing Your Softub

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Servicing Your Softub

Softub Express is the oldest and largest authorized Softub service center on the east coast, so you can trust us to service your tub should you ever need it. Explore our service options below, and call us or submit the inquiry form below to get started.

We do not offer house calls. Since Softubs are portable and unlike a traditional hot tub, one of the benefits is having more flexibility and ease in servicing the tub. No more service calls that can cost you hundreds of dollars before the work is even done!

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Hydromate Service

Below is a list of some of the services that we can help you with if you’re having an issue with your Hydromate Motor Unit. This is a list of the more common issues and not a complete list. Transportation of the motor unit to and from the service center is the responsibility of the customer. The unit can be dropped off at one of our store locations or shipped via UPS Ground. Please contact the service department for assistance if you believe your motor unit needs service.
  • Board Diagnostics
  • Board Replacement
  • Control Panel Replacement
  • Foam Replacement
  • GFCI Replacement
  • Pump Replacement
  • Seal Replacement
  • Temperature Sensor Replacement

Tub service is currently unavailable due to a parts shortage. We apologize for any inconvenience. Please check back for updates.

Important: We are a Certified Softub Service Center and are NOT authorized to sell parts to customers. All repairs are required to be done at a certified service center. Transportation of the unit is the sole responsibility of the customer unless it is within the first 90 days of the warranty. Softubs are portable, which makes them easy to transport. We do not make house calls. 

Shipping the Hydromate for Service

Customers can ship us their Hydromate for service. If you have the box that the unit came packaged in when it was new, we ask that you ship it back to us in that box. The box must be in good condition and taped appropriately so that it does not get damaged during shipping.
You can also purchase a box from several places, but we do not recommend taking your motor unit to a shipping location and asking them to box it and send it as it is much more expensive to do so. 
 
If you do not have the box your motor came in and can’t find one that is the correct size, we can send you one with a pre-paid UPS label attached. There is a charge for this, and the price differs based on your zip code, so please call our office to request this service or submit the form below. We ship everything via UPS Ground.

Find a Softub Dealer

We provide service up and down the east coast, but if you do not live locally to Rochester or within New York State, it may be most convenient for you to find the nearest dealer and/or service center on your own. If this is the best option for you, click the link below to find a dealer! 
*Please note you will be leaving the Softub Express website and be directed to the Softub manufacturer’s website. 
Dealer Finder
You can easily ship us your Hydromate for service. If you have the box that the unit came packaged in when it was new, we ask you to ship it back to us in that box. The box must be in good condition and taped appropriately so that it does not get damaged during shipping.
 
You can also purchase a box from several places, but we do not recommend you take your motor unit to a shipping location and ask them to box it and send it as it is much more expensive to do so. 
 
If you do not have the box your motor came in and can’t find one that is the correct size, we can send you one with a prepaid UPS label attached. There is a charge for this, and the price differs based on your zip code, so please call our office to request this service or submit the form below. We ship everything via UPS Ground.

With proper care, Softubs can last 20+ years, but sometiems the vinyl wears or is damaged. Other times, you may just want a new color for a fresh look. In any case, it is possible to get your tub “re-skinned” with new vinyl. 

Your tub must be brought to one of our store locations, or if you live within 50 miles, you can pay for our warehouse pick-up and drop-off service. Price varies based on location.

All hot tub lids can get waterlogged over time because of the abuse they take from the water between the heat and chemical byproducts. If you need a new folding locking lid, Customers can order new folding locking lid, you can order one right from our website *will include link when product is published* 

Service Inquiries

Someone from our team will be in touch with you as soon as possible!