We purchased our Spa almost 5 years ago and absolutely love the product. Our outdoor spa is most…read moredefinitely not a materialistic item, it is a part of my family. We are heavy users, therefore with that, comes upkeep, patience, and damages. Here are my pro's, con's and suggestions.
Pro's:
1. The hot tub itself. It is no secret that we purchased from the best of the best.
2. The sales associates definitely know what they are talking about. Listen to them.
3. Find a technician who you relate too, who will be honest with you, and who you trust, and just use them. We have had a few come out to our home, but Joel Torres was the first one that we feel showed us that he cared. He went the extra mile to not make us feel like complete idiots when we made a pretty large mistake with our maintenance. Now we call him directly with any questions, comments and concerns, and he gets back to us when he can, which puts our minds at ease. Honestly, if you need a technician you can trust, who will not nickel and dime you, and will make you feel at ease- do not ask for any one other than Joel Torres from the Norwell location.
4. New England Spas will come out to your house to help you with pretty much anything which is nice, sometimes it takes a while which can be frustrating, but you can purchase a service where it is automatically done and worry free- which I think I will look into.
Con's
1. The sales associates are not OVERLY helpful and friendly, They aren't rude by any means, they just give off that "I know everything about spas, you obviously do not, and you are obviously not here to buy" attitude. When my husband and I went into the store for the first time, and we knew we were going to buy, it wasn't until we told them that, that we felt they started to be overly helpful. Being in service myself, a little extra mile goes a long way in my book.
2. Service orders. If anything goes wrong, you have to put in a service order which can sometimes take a VERY long time to get fulfilled. Once you are assigned a date, you must make arrangements to be home. You can't chose your own date. So, be patient, they will eventually come and it is better to have them handle the situation especially if it is under warrenty.
3. You can't really call the store to ask a question. They do not answer the phone unless you call someone directly. (Again, find a technician you like (Joel Torres) and get on their good side so if you have a quick question, you can ring them up to run something by them. If you call the store, the phone rings and rings, and you get an answering service which they will call you back.
Suggestions:
1. Do not purchase a tub with a stereo system. This was the biggest waste. We have had it repaired a few times as it kept malfunctioning, and then realized it just wasn't worth it. WE keep our spa outside on our back deck, and until we install an outdoor speaker system, our mini-bose sound dock does the job just fine. The stereo speakers end up under water when there are more than 2 people in the tub, which leads to the speakers being blown. The remote doesn't always work meaning you would have to get out of the tub in order to change the station, or song. Save yourself a few hundred dollars (that you can use on chemicals) and go without the stereo.
2. Use the chemical coupons! Don't wait until the last minute to purchase chemicals, otherwise you will have to buy at the store- which is over priced. If you have time, check Amazon- they are about 7-12 dollars less than the store. The sales associates even TELL you that.
To sum it up, only 4 stars because I feel the customer service could be a little bit better. Other than that, great product, must be patient with it! If you can afford it, purchase a maintenance yearly plan so that you don't have to worry. Find a technician you like and just enjoy! One of the best purchases I feel I have made throughout my entire life! I wouldn't go anywhere else to purchase a spa! I look forward to a long relationship with New England Spas!! Thank you!!
