New England Spas and Hot Tubs NE Spas had an incredibly knowledgeable service department that went over and above to support a buyer who didn't acquire the highest end tub AND lives on a island! This issue arose because I chose to plug in my tub (how hard could it be) because hiring an electrician to come to an island by boat is difficult. Turns out, an electrician would have known to clamp the main power cord. Pulling on it over time ended up shorting out the circuit board. That's when the fun began. NESpas made sure to order the right replacement board, put me on a group chat and walked me through the installation. I clamped the power cord and it's operated flawlessly ever since. Don't go anywhere else! read more

Ruben is the reason we hot tub with New England spa. he is always professional always a gentleman and maintains our hot tub to perfection. I would recommend Ruben to anybody. read more

This is a review that pains me for many reasons. First, after I reviewed on Google (I REVIEWED, IT SAYS MY NAME), someone from NES calls my husband to question the review. And second, the 3 star is because of management, and should not reflect on the 10 star staff or the beautiful facilities. If you have Vicky Pinhiero as your sales rep, you are going to be in heaven. She is everything you want in a rep. Professional, caring, listens, knows the products inside and out. JUST TERRIFIC. And the electrician and installers are great. There is quite a bit to learn in making this leap. FANTASTIC. We did a great deal of homework on this product once we realized it would save us 90K over a heated plunge pool! And we can use it ALL YEAR ROUND for swimming or jacuzzi. Seriously. The showroom is fantastic. And you can "try before you buy" (but they aren't the only ones to do that BTW). It's a GREAT overall experience, until you realize that their product soup to nuts is 6-8K HIGHER for the same exact product elsewhere. We sent Vicky all the info, but the MANAGEMENT was reluctant to work anything out. We would have met them somewhere closer to the number we had in hand - which was DETAILED. So with that, on a Saturday, we called the other option, gave a deposit, signed a check and now waiting to have the concrete slab poured and the new tub delivered! In the meantime, after we take care of business (we had told them we wanted it and would pull the trigger), they realize that my Google review is accurate and they call to "match the price" a little TOO LATE. IT PAINS ME because we really wanted to give our sale, our business and a lifetime relationship to Ms. Vicky. A relationship that unfortunately can't materialized as we were sent our merry way with their blessings... WAAAAAAAAAAAA! As my business review says, NES is great if cost/budget isn't an issue, treat yourself and hope you get Vicky. It is a GREAT show room with great products. Delightful. Just don't expect management to meet you along the way. Hopefully they won't let this happen again, and they treat Vicky and their team like the A+ they are! Because they ARE! PS, I don't agree with the 1 star review that claims they are a scam, but I do agree that they are much pricier than other places. The pricing isn't a scam, the "scam" is when you get a note from management trying to gaslight you and tell you they are more expensive because they pay their employees better. I am CERTAIN the commission is on the unit itself, and not THE CRANE, THE ELECTRICIAN (who is awesome), THE INSTALLERS... If the sales rep gets commission on the support that HAS to go with the unit so that it can be properly and safely installed, then I stand corrected. Consumers are not stupid, don't treat us like we are... It's not a scam, but the owners/management want to make a profit - nothing wrong with that. And consumers like to get the product they want a price they want to pay as long as its competitive (8K + is NOT competitive, sorry). Follow up: Management responds to tell me that they have to charge those prices so that they can compensate their excellent staff? If we were to publish where the cost over runs were, it has nothing to do with their staff. In effect, the other hydropool was a tad more (2+K) but the over runs were in other areas that have nothing to do with the sales floor for the actual beautiful unit. I think the managers think consumers (and yelp readers) are stupid. So sorry for that folks! This is how desesperation for reviews looks like. Although we learned some stuff from NES, their competitor has a much nicer showroom, the service is wonderful (except they dont have Vicky!), AND the learning curve was even higher with them. Check out my review on google and Yelp... NES management needs to learn not to treat consumers like morons. Price comparison will happen, and it so happens that their installers/labor is higher. As I said, if budget doesn't matter to you, NES is a nice place to go. If you want service and price, shop around. read more

First of all this company charges you an upfront $299 service fee. Their prices for parts and repairs of my hot tub were absurd. The tech left all of his trash, broken parts, plastic, wires etc on the ground on my patio next to the hot tub. Left my filter out and moved the spa steps and did not put them back. He spent more time in my driveway on his phone than he did on the spa. I called the company and alerted them of his ness and they said his supervisor would get back to me which they never did. I did not receive a receipt for the charges. I will never use New England Spas again. They are awful. A rip off. read more

Ben, our technician, gets *****, and New England Spas gets ***, so I'll average it to ****. I want to sincerely thank Ben, our technician, for his dedication and attentiveness in getting our hot tub fixed. Our tub stopped heating in mid-December, and it took five weeks for someone to come out. In the meantime, we rented a space heater from New England Spas to prevent freezing. Long story short. . . several of their heaters failed, the water pipe froze, and the entire unit became so frozen that repairs were delayed for over two months. The additional $$ and extended downtime were incredibly frustrating, but through it all, Ben kept coming back, determined to get things working. He finally found a heater that worked, the tub defrosted, and the tub is now fixed. I truly appreciate Ben's persistence and professionalism. Thank you, Ben! read more

We bought a sauna from them. Terrible customer service, slow to install, numerous problems. Look elsewhere.

I purchased my hot tub here 1.5 years ago. The purchasing process was fine. However, BE VERY AWARE, the service is horrific. They take several days to return calls or online inquiries and weeks to actually come out to service you. My $15,000 hot tub is not turning on. It has been almost 2 weeks and I have to wait another week for someone to get here. Not acceptable. I imagine this type of service will eventually put them out of business. Had I know this, I would not purchase from them. I am deeply disappointed and will tell everyone I know not to buy from them. read more

New Optima Spa purchase, delivery & wiring review. Delivery. Augie (team lead), Dan, Antony & Aneurys did a simply fantastic job. It involved 1) removing the 8' heavy patio doors (a 4' fixed, a 4' slider) from our inside-the-house hot tub room; 2) removing our old spa (Optima, seats up to 7); 3) delivering the new Optima into the same room; and 4) putting the two heavy patio doors back into their tracks (I was then able to finish the re-install of all the door trim myself). Very impressive. And they were all very friendly, accommodating, knowledgeable & efficient (as were Dennis, deliv team lead; Taylor, deliv scheduling lead; and Steve, the sales professional I worked with). At the end Augie gave me a briefing on things that had changed with the Optima from our 1999 model (also bought from NE Spas; a fantastic spa that served us well for over 24 years!). Could not have asked for a better delivery experience. Dennis came out to our house prior to delivery to do a n/c site visit to make sure all parameters were understood to ensure a smooth delivery, and he provided advice on the best way to set the new one up. Spa purchase. I worked with Steve, who was great and made it a very pleasant experience. To his credit, since he saw in our file that we had purchased our old Optima from them in 1999, one of the first things he did was warn me about sticker shock. As I had already done my research, I was expecting it..but he did not know that, and he made a great initial impression by bringing this up right away. Details: We bought our Optima in 1999 for about $7000. Overall CPI/inflation since then would indicate a current price around $13K...but the new ones are well over $20K. So prepare yourself. To us it is still worth it; we use it all the time - almost every day, sometimes multiple times. Fortunately there was a spring sale underway and in our view Steve offered us a very fair deal, which included everything involved-removal of our old spa (including removal of the 8' door), delivery of the new spa, cover, cover lifter, steps, spa chemical credit. Wiring. NE Spas recommends Brian Bradley Electric to wire their spas. As we have a trusted electrician who has done several great jobs for us, I expected to go with him. But after speaking with Brian Sr (and having also corresponded with Brian Jr and Laurie their office mgr to get their quote), I decided to go with them. Brian impressed me with his demeanor, professionalism, knowledge & their extensive experience with these spas (their approach was a little different from my electrician's, which I attributed to their experience). And he adjusted his price, which brought it down quite close to my electrician's quote (though I never disclosed my electrician's price). The wiring was done by Jason (experienced lead) and Adam (an electrician apprentice); they wired it, filled it, added the initial chemicals, checked to make sure all the jets were working, and gave me a brief overview of its operation. About 10hrs later it reached 102 and in we went! I must say that it was not easy to tell our electrician my decision, but he was completely understanding and took no offense. And while an unexpected glitch did arise during the wiring, I spoke with Brian Sr and he handled it with the complete professionalism he had initially impressed me with. A few more notes: - during this process we had an unexpected death in our family; every person above was completely understanding; my wife & I extend our thanks for your kindness. - Our old Optima outperformed expectations of 18-20yrs for Sundance. In our view, they make the highest quality spas. I spoke with our trusted independent spa repair guy...he told me 1) at 24yrs, not to waste $ trying to fix a spa that has developed leaks, it is a fool's errand; 2) if you want a high-quality, long-lasting spa, buy Sundance. That you can find spa brands at half the $, but he warned they will likely get you 5, maybe 10yrs if you're really lucky, and are nowhere near the quality, performance (jet strength, for example) or reliability. So keep this in mind. read more

If you are looking for customer service don't bother! Had a move of my tub scheduled for today, sat home waiting all day and received no call or email. Taylor the delivery manager had left early and I received an email from someone saying he had tried to contact me but had no luck which is complete BS because I had no missed called or emails. Apparently they don't care if you didn't buy your spa from them. Well they won't get any business from me!! PS. I would give them no stars if I could Update: Bruce the warehouse manager called me, he is making it right. Upped my review to 3 starts Rory and crew arrived at 8 AM, moved our spa. This is a case of them making it right. Thank you Bruce! read more

My spa that I bought from New England Spas is now less than two years old and I have had nothing but problems with it. When it was less than a year old the vents on the bottom of my Sundance Denali hot tub started to come apart underneath. This created holes where mice and other rodents could get in and eat my insulation. I called up New England Spas and they told me that it would take at least two weeks to get somebody to come out and look at it. They then wanted to charge me a fee. I ended up having to replace all the vents and seal them with caulking. I couldn't wait two weeks for the mice to cause more damage to my tub and I was worried that they would start chewing on my wires. The vents falling out is a definite design flaw and New England Spas should have come out right away to make sure the mice didn't cause any internal damage to my new hot tub. I called up Sundance to report the problem and they told me that it was the responsibility of the dealer I bought it from. New England Spas has horrible customer service and don't seem to care about their customers. I spend several thousand dollars purchasing my tub from them and they didn't care when I had a problem with it. The tub was less than a year old and should not have had any issues. I would NEVER buy another product from them! read more

You can be recognized with whatever you want, but recognize also that you are unbelievably overpriced. You will come to fix one thing and then find another issue that'll cost thousands. Place is a scam, stay away folks read more

My Sundance hot tub is awesome but the service from NE Spas is very poor. I paid in full for a new cover back in June and am still waiting for it to be installed. They notified me a couple weeks ago that they have it in stock but refuse to give me a delivery date. The only option they give you when ordering a new cover is to pay for it in full upfront. Great hot tub but bad service. Hot tubs are supposed to be relaxing but NE Spas makes them a hassle to own. read more

My wife and I replaced our hot tub this past fall and couldn't be happier with the service we received at New England Spas. Being a large purchase, we made frequent visits to the store and enjoyed assistance from a no pressure staff who were always available to answer our questions. They respected the fact that this is a large purchase and were patient with our multiple visits and countless questions. When we finally made the decision, Jeff Meunier was our salesperson and made the process simple and quick. Even though we have had our tub for a few months, Jeff continues to be engaged and available to answer questions. We can not recommend the staff at the New England Spas store in Auburn, Ma in general and Jeff specifically. You won't be disappointed!! read more

We've wanted a hot tub forever so after reading all the great reviews about NE Spas we finally went in and had a wonderful experience. Our sales person Kevin was super friendly, knowledgeable and patient and got us an amazing deal within our budget on our new spa which we LOVE! Delivery crew was also awesome- Rory, Mike and Brandon were right on time and easily maneuvered our 6 person spa over a retaining wall and up a small hill, then gave us helpful info for setting up and maintaining the spa. We would definitely recommend NE Spas! read more

My husband and I purchased a hot tub with Daniel Rechel. He worked with us out of the Auburn and Natick locations. He was so professional and accommodating to our wants and needs. He's honest and knowledgeable. I would highly recommend Daniel for anyone looking to get a hot tub! read more

Dave Groulx was fantastic in his service . His knowledge and explanation was impeccable. Great experience. karthik read more

Waited a long time to pull the trigger on a hot tub, when we did we wanted to go with what friends recommended, glad we did. From early email questions to buying ours, Jason was awesome in every way. We went with their recommended electrician for installation, strongly recommend that too since a lot of coordination is needed and they take care of it. We are 5 days into enjoying, definitely go to the store and check them out. read more

Worked with Rosalie at New England Spa and she was fantastic! Buying a hot tub is a large purchase but so glad that we did it! We use our hot tub at least 2-3 times a week and we are using it year round! The reason we chose New England Spa was not for the pricing but because of Rosalie! Even after the purchase was complete she made herself available for us to answer any and all questions. So glad we choose them and we are very happy with our decision to buy a hot tub. Even the delivery staff the day of the installation was friendly, punctual and hard working as our install was not the easiest. I would recommend everyone to purchase from New England Spa! read more

I am updating this review. Everything I said below is accurate. However, I was able to connect with Nicholas G who seems to wear a number of hats and he has made everything right. He got a technician out to fix the issue when nobody else would and has been extremely responsive. They are lucky to have him! ________________________________ We purchased a spa from New England Spa in March 2022. The day we purchased it was perfect. It then went downhill quickly from there. Once we made the purchase the communication on their end was non-existant and the customer service was appalling. We were never informed the spa came into the warehouse. We set up delivery and were not given notice the day of delivery to have the electrician there as suggested by New England Spa themselves. This was not due to the delivery people themselves, but at corporate who did not give them our contact information. After some issues with the contract and what should have been included, we finally got the chemicals and were ready to go. After the first night, the spa had an error and stopped working. We were then told we could not get service for a week. After all of this, we have a spa that does not work. Maybe the worst large purchase I have ever made. Warning, do not do business with New England Spa. read more

Just bought our second Sundance Optima tub from NESpas. Worked with new salesman David P., he was friendly, not pushy, and great with following up on everything he said he would (installation coordination, payment details, etc.) With the volume these guys do (one of the biggest tub dealers in the state), I wish they worked hard to keep prices down on both tubs and chemicals. But they stock premium brands and the premium price was worth it for our last tub, and I suspect it will be for this one! read more

I previously left a 1 star review because I felt ignored on my first visit to the Natick store, but soon after arriving back home, a follow up email came from David Parkhurst (spa specialist) apologizing for not being able to meet with me while I was in the store. It seemed as though David's email wasn't in response to the yelp review (he didn't even mention it), but was normal protocol for him to follow up especially when the store gets busy. I explained to him that my first impression of the store was not good and his response was so genuinely apologetic and sincere that I decided to give New England Spas another chance and I sure am glad that I did. I am happy to say that my first impression was completely off and David's customer service and responsiveness is pretty much on par with what other reviewers have said. Since I was a first time buyer David was very helpful and patient while I learned about the various models and features of the Hot Springs and Sundance hot tubs. I never felt pressured to purchase which made me feel even more comfortable about working with David on our selection. After some research online, many back and forth emails with David, and even a wet test at the store, I ended up purchasing a Hot Springs Pulse. I'm very confident that I got a great price without haggling or playing any games. Hopefully the customer service after delivery and install will continue on this path. read more

This is the only place to shop for a spa. We went to the Natick location and worked with David Parkhurst. He is a dream to work with, no pressure just lots of information and more than willing to spend as much time as you need to figure out what it is you want. The delivery of our hot tub was just as wonderful. From the scheduling with Bruce in the warehouse to the team who delivered and set-up the tub there was not a moment where I worried. I would highly, highly recommend New England Spas for all of your spa needs. read more

Just had service visit today for the first time . Called them 2 days ago and they offered me this Saturday. Service tech was on time and Very courteous . We just moved to this home and didn't know anything about the spa. Isaia was the rep and so helpful . He gave us a demo and hands in tutorial with added tips on maintenance and chemicals etc. He was efficient with diagnosing the problem we called in for and fixed in in just minutes . He gave me his cell just in case we had any further questions. The service and repair was 5 star all the way . I did not buy our spa because it was already here when we bought our new home but I would absolutely recommend this team bcz you can buy things anywhere but it's the service and customer care that is most important and relevant to the over all purchase and experience. read more

Run away! We bought our spa about from New England Spa and have nothing but problems. The tech came over our house last time and charged us $170 just to say when we put the spa in we should have used a higher amp circuit. Problem: NEW ENGLAND SPA installed the hot tub!!! I am now fighting with my credit card as no one will now answer my phone calls. I so don't mind paying for a service call, but this is ridculous. I I am now using their competitor and am very happy. Their rate is less than 1/2 of New England Spa. read more

Purchased a saltwater hot tub from New England spas and they were great to deal with. Nice showroom and helpful staff; Steve was a big help and also came by our house to assess the location of the spa. Good delivery and a great water treatment class from Abby, who was also kind enough to answer multiple rounds of questions by email. They also offer lots of supplies and tons of follow-up services. Basically a solid experience throughout! read more

Worst company to deal with! I have had several problems with my hot tub and the service repair man was very rude they actually charge you to sit in the driveway while they write up repairs they have done which tacks on an additional 30 min but charge for an extra hour. I have never heard of a business that charges you to write up the bill. Do not use them for repairs. RIP OFF read more

We ordered an optima tub with an extreme weather cover back in May 2018. We've yet to receive the correct cover four months later. Our tub also developed a leak after only a couple months and it took three weeks to get the part needed to repair. After repair it wasn't properly leak tested and it's still leaking. We're waiting again on repairs. At this point the lack of customer service and attention to detail that is costing us time and money is frustrating enough for me to write this review. read more

If you read nothing else - DO NOT FALL FOR THEIR "CHAT" SERVICE ON THEIR WEBSITE or you will be wasting your time. You've been warned. I usually only Yelp for places worthy of 5-stars but I'm making an exception here to save others my frustration. We bought our Hartford Sundance Hot Tub from this company 10 years ago, and it's still going strong, with only about 3-4 service incidents during that time. We've replaced both pumps and the heater, but like anything (never mind something with water that you heat and use outdoors all winter in New England!) you expect to have maintenance and wear. We still love our tub, use it regularly, and their service has been great. I like that the same service technician has been there the whole time, and I think these guys are great in person, and I would have given 4 stars if you'd asked me last week, but my experience with their online "chat" (when you visit their website) has been infuriating. We need a service call, so I went to the website to get their number. Was surprised, and pleased, when a chat box popped up with an invitation to help. That was yesterday. Had a nice, if long chat although all I got was my name and number taken, and a promise they would call my husband to set up a service appointment. Nothing yesterday, so back to their website (again) to retrieve their phone number, which is what I should have used yesterday. We have guests arriving this week and this is not the time for the hot tub to be broken! So this time when the chat box popped up again, I said "didn't work last time, so I think I'll use the phone" but the other end persuaded me to share my issue and I did. After 15 minutes I got NOTHING from this person besides long downtime and a request to confirm my address/location (this after almost 10 minutes). To be fair several of these minutes (at the end) were me ranting about the absurdity of this "service" mechanism and I should have ended the chat much, much sooner. I'm still giving them the benefit of the doubt that they are A-OK, but I'll be back with an updated rating if and when we ever get service. We have to get the d$@! appointment scheduled first! read more

Rosalie did a great job finding a sauna that meets my needs and making sure it would fit in the closet area where I intended it to go. The sauna is well made and works great. I highly recommend New England Spas. read more

My fiance and I recently purchased a house that had a hot tub. Neither of us has ever had a hot tub before. New England Spas has helped us navigate owning, caring, and fixing the spa over the year. They are beyond helpful, reliable and knowledgeable about all things spa related. read more

I ordered a replacement cover and lifter for my hot tub from New England Spas in August. It is now almost November and I cannot even get an update from them as to when they will be able to deliver the cover to me. My invoice says ETA 6 weeks. Now they're saying "it's been more like 12 weeks." and that's just until they receive it, not until they'll actually show up to my house to install it. At this point I'll be lucky if it comes by 2021. They made me pay in full, up front, so I have zero recourse. read more

The delivery and service from Mike, Eddie and Tom was amazing! They were on time and efficient and couldn't have been nicer! Made the delivery easy and smooth! read more

Wow. I just read the reviews and couldn't withhold commentary. I just purchased a Sundance Hot Tub from New England Spas - Rt. 9 Natick. The person who helped me was David Parkhurst. He was great. As another reviewer said, he really struck the balance between letting me look and answering SCORES of questions I rattled off one after the next. Extremely honest and straight-forward. I'm fortunate I can "read" someone quickly and I did just that. He is great. Period. Now a couple of things about the "1-star" reviews: 1) I just signed a contract... so I know what I'm talking about. ELECTRICAL is **MY** responsibility. It says so in BLACK and WHITE. David referred me to a great electrician and I also have my own. Either way it's on me -- so the person giving the 1-star review complaining that New England Spas "installed" the hot tub -- check your FACTS. YOU, my son were supposed to provide proper electrical... So you can take your 1-star review and throw it in the garbage. The 1-star is on YOU for not even knowing how to get your electrical situation set up. 2) As far as the girl with mice running around her house... First of all, clean up YOUR act. I don't live with rodents. If YOU do, that's your problem and they OBVIOUSLY gravitate towards the warmest spots they can access. I guess that is your hot tub. So now you have a rodent-infested property and they are trying to survive the winter by enjoying the heat you put out for them and then New England Spa is supposed to come over for FREE and exterminate your property and fix your rodent-eaten hot tub??? Wow. Not smart. I'm going to say the same thing. The 1-star is on YOU. Sorry if I'm too blunt, but it's maddening to see a great business bashed by clueless people. The reason I'm saying this is that I didn't even look at Yelp before signing the contract. But then a friend of mine went and "WARNED" me that there are bad reviews on this company. Yes, there are 2 bad (1-star reviews) and in my humble opinion they are completely unwarranted. If anyone would like to contact me regarding a REAL experience with New England Spa and the entire sales and service process, I will be happy to oblige. Just message me. They get 5-stars all the way. Done for now... going to go hop in my hot tub!! :-) read more

Excellent experience with their field service techs. Isaiah Crowell quickly diagnosed the simple issue with my new Jacuzzi and gave me a nice class on the basics of chemicals and its operation. Happy that nothing was wrong with my new Jacuzzi simple water level issue and very pleased with my tech support! read more

I've got to say convincing my husband to agree to a spa was not so difficult once he met David Parkhurst and was shown all of the options. Then came the "try it" in their back sunset corner and he was sold. David was incredibly patient, knowledgeable and just plain friendly. There was no pressure and we appreciated that immensely. Delivery and set-up went without a hitch and we have been enjoying our spa. One service call to just check on a few things (there were no real problems) was handled so well too. Joel Torres showed up full of smiles and did a full check-up to make sure everything was ok. Great experience. Expensive but worth every penny! read more

Have worked with Joel (service tech) in the past and he never disappointed. He has always been willing to arrange a time that is convenient for the customer. He is a true professional. He should be the poster boy for what all around service should be. If the office could better communicate with technicians on scheduling then you would have the complete package.. read more

Went back and purchased a replacement spa from here. They were great and walked us though the whole process. The delivery went smooth and their technical support has been awesome. They have been great about answering all my questions and showing us all the new things the spa can do. read more

I have been a happy customer since 2004. I purchased my second hot tub in 2016. My third cover wore out a few months ago so I bought a new one on Sep 8. They told me 6 to 8 weeks fdelivery which turned out to be accurate. read more

David Pankhurst took excellent care of me at New England Spas. I was replacing an 18 yr old Spa, so I didn't want to waste time with the beginner lessons. David was quick to reply to my email questions, showed me the options I was interested in, facilitated installation, and was available for any questions I had. He was also proactive in reaching out after installation to make sure I was happy. I wouldn't hesitate to recommend him or New England Spa read more

My husband and I recently started looking at hot tubs. New England spas was our second stop and we felt in the right place the second we stepped got in the door. We were greeted by a very friendly and polite Dave. He stuck through hours of us asking questions and answered us to what we felt was very open and honest. He even handle my ads asking him 100 different questions at once. We were very pleased with our purchase and can't wait to have it delivered. Go to the natick store and ask for Dave, you will not be disappointed. read more