Customer service is excellent. Their staff is so knowledgeable and can answer your questions…read morequickly and make the perfect suggestion. Very attentive and not pushy. The Carmel store is so nice!

Well... We love our hot tub, which we purchased from Family Leisure a few years ago, but it…read morerecently stopped working. I called and spoke to Nathan and I just knew it was going to get fixed, although it has been out for months. Dillon came out and diagnosed the problem. He was very nice and full of good information. During this time, I bugged Nathan about the progress being made on the parts I needed to be ordered. Then Josh came out yesterday and worked tirelessly in very tight circumstances to diagnose the problem, promising he would be back the next day. Well, he came this morning and was just incredible. I'm not sure, but I think it was not what he was sent to do here, but after many tries with my outdated electric and other things,( including an old bandaid on the heating element), he diagnosed and FIXED my HOT TUB!!! I am a loyal customer and hope to shop for more things soon. Great Customer Service! Hard to find these days and wonderful to experience.

Knowledgeable staff, friendly service, I just wish their showroom hours were a little later so I…read morecould buy spa supplies after work. I love having them so close to home.

As soon as Lori left (not sure if she was let go or left intentionally), the customer service…read morenoticeably declined. Up until that point, I would have rated Pate's 4 or 5 stars. I specifically emailed Pate's on September 13, 2024, before the pool closing, requesting that they ensure the hot tub was set up properly for the winter. I even flagged concerns about previous issues and mentioned that it was part of the process the team had consistently performed in the past. Despite this, the spa was not winterized, which led to a cracked filter cartridge when freezing temperatures hit. When I reached out in December about the damage, I was met with dismissive responses. They claimed the spa setup was not part of the contracted service and suggested that the issue must have been caused by factors unrelated to the pool closing. This was despite my email explicitly requesting the service, and their prior assurance that notes on my account should guide the process. The lack of accountability and dismissive tone made an already frustrating situation worse. What's most disappointing is that this level of customer care has become the norm since Lori's departure. I hope they can address these gaps, but until then, I cannot recommend them as confidently as I once did. A few observations which back up my original review: 1. Zero accountability. They don't respond to a simple email that was sent in advance of the closing to communicate with me any of the details that David is now communicating. If they were communicated before, problem solved. They just didn't respond instead. This is 2024. If you run a business and don't know how to respond to basic emails, then you probably should look at your own operations and take a little ownership of the problem. 2. People are busy. That's why we outsource these key elements of our home. We use our spa sparingly, thus the long lapse in time that went by (12 weeks). If David the owner wouldn't have been so dismissive and said at least "hey, we can do better...you can do better", I never would have felt the need to fill out this review. As I told him on the call, we both could have communicated better in this situation. However, I'm the customer, not the business owner. I shouldn't be the one to recognize that.

We placed a $500 deposit with Royal Spa in January 2025 for a hot tub we planned to install later…read morethis year. At the time, nothing had been built or scheduled yet. Due to a required out-of-state job relocation (which we provided proof of), we requested a refund of our deposit. That request was denied, and we were told the only option was to transfer the deposit to another buyer. While I understand businesses have policies, it's disappointing that there was no flexibility given our situation--especially since no product has been manufactured or delivered. We attempted to resolve this directly but were not offered any reasonable alternative beyond finding our own replacement buyer. I would recommend that anyone considering doing business here carefully review the deposit and cancellation terms before committing. Seems to be shady business practices. You can even brake a rental contract if you are being relocated out of state.

Yes, Royal spa is a great home spun dealer right here in Indiana. The owner graduated from Purdue…read moreuniversity. when we bought our hot tub in the fall of 2014 we had a slight issue where the thermometer had came loose during transit. It was the owner that came out to our house and fixed this for us on a Sunday afternoon. 12 years later the heater has went out and I was able to go down to Royal spa and get the part locally with complete instruction on how to replace it. Extremely pleased with Royal Spa service and the people that make it happen.

Mike was very helpful with a broken part in our hot tub. He was reasonably priced and responsiveread more

I had Mike out to do some work on a hot tub in a new house. He was helpful and beyond the work…read moretold me where to get parts so I could work on things myself. That's the mark of a Contractor that's got enough work they don't care about you doing some of the work to cut costs.

I could not be more happy with the service we received from Jensen's with our new pool! Matthew…read moresold me with his service and patience over the phone with multiple questions prior to visiting, then the owner - Mr Bob - helped us when we went to pick everything out and was wonderful to my wife and crazy kids. Matt then continued amazing communication and help through potential permitting processes. Day of install, mind you this was on July 3 when most people were taking off work, Mr Bob was out in the heat with his team installing and training my wife and I everything we needed to know. I could not speak better of the team at Jensen's and the service we received from them from initial call to completion of install!!!

We took in a water sample and we had high levels of ammonia when we opened our pool. Matthew you…read morerecommended a plan of action and the ammonia was wiped out within 24 hrs. Matthew saved us hundreds of dollars in one shot. Thank you Matthew also our PH was high and he recommended a treatment that was inexpensive and it took care of that within 24 hrs. Jensens pool and supplies is where you need to go. Thank you Matthew for all your help.

This place is great and Shirley is amazingly helpful. Just take in a water sample and they will…read moretell you what you need.

From the owner: L & M Recreation Inc provides pool equipment to the Kokomo, IN area.read more

they will not return a call to confirm appointment i have left at least 5 messages to themread more

I highly recommend Feathers bros..they've been in the pool and spa business a long time and it…read moreshows. Very knowledgeable and the service is awesome. Competitively priced too.