My family and I were in the market for a new hot tub so we visited Blackthorne as they are the biggest in the area, we spent some time with Brandon who was helpful but when it came time to make a purchase we learned they we 10-12 weeks back ordered which is the end of the summer. We shopped around and found another Sundance dealer out of the area who had what we wanted so we made the purchase. Wanting to still use Blackthorne for supplies, my daughter called Brandon and got a VERY cold shoulder, learning we bought somewhere else he was clearly unconcerned about our needs. We will not be doing business now or in the future with a company who doesn't want our business. read more

This is the worst experience i have every had. From the day i received the spa it had issues. The worst is that when you ask for help no one really cares, i tried reaching the owner many times. She hides up stairs and wont respond. I have multiple businesses and can't get my head around the mentality of this local business, Its really sad. I am now sitting with a new spa that doesn't work and having to reach out to the manufacturers to see if they will help. I am normally am not a reviewer but this needs to be shared so hopefully others don't have to go through this. read more

Rob and Will were great in helping us find just the right model! Delivery could have been smoother, highly recommend insisting on a pre-delivery site visit. Regardless Josue, Will, & the team got it done! We were up and running for a soak that night! Local company, great team, great service. read more

Our hot tub kept tripping and Jonathan came over and preformed a professional diagnostic to resolve the issue. When our part came in him and his son came over to do the install! Our spa is on our deck so they drained it using a hose so our newly stained deck would not be ruined! They know what they are doing and do it right! Jonathan is very helpful and informative! Thank you blackthorne for your great service! read more

Great spa and even better customer service! Highly recommended for any spa and pool needs!

Malina I recently purchased a spa from your store from Mike. I purchased the smart tub option also. Your installation crew brought it out and installed the smart tub apparatus. after they left I went thru the instructions to get the smart tub online. it would not connect, I contacted smarttub and spoke with a technician, he tried several fixes that did not work. He decided it needs a antenna, he gave me the part number for the antenna, it is a $17 antenna, I called Mike explained the smart tub needs the antenna, he quoted me $55, I told him I can get it for $17, your techs are scheduled to come out this Wednesday to try to get the lights to work I asked Mike to have them plug the antenna in, thought it was ok. Later I get a call from Rob telling me he would plug it in as I did not buy it from him. I was a little dumbfounded after giving over $10000 for a hot tub. The expensive smarttub apparatus does not work, I asked to have it removed and refunded, it is several hundred dollars, he would not do that. I am a 76 year old disabled veteran, I will attempt to install it, not sure I can or I will find another spa company to come out and plug it in. This not what I would call good customer service. read more

Polite folks but horrible service. Here's my final response to the owner which details my dissatisfaction: Mr. Breaux, I am aware that the back ordered part from your supplier is a circumstance that is beyond your control and I do not fault your company for the delay due to that issue. The issue here is not a delay due to a parts supply issue. The issue at hand is that your representatives have misrepresented the terms of service that were verbally agreed upon during the scheduling of service. Let me be specific about why your customer service has been, at best, poor. On March 4, 2014, I scheduled a service call. At that time I very explicitly asked, as I always do: "Is the service fee applied to the cost of repairs should I agree to move forward with the suggested repairs". I was told "Yes" by whomever I spoke with when I scheduled the appointment. The service call was completed and repairs were suggested. A few days later I called to authorize the suggested repairs which were $719 for replacement of a circuit board and $106 ($94 labor & $12 parts) + tax for valve repairs. Five or six days later, I had not yet received any communication about the status of my repair or when I would be scheduled so I called to inquire. I was told my parts were not yet ordered because you were waiting for a larger parts order to accumulate before submitting it. Really, is this good customer service to make a client wait for 5 or 6 days? This was the first indication that your service was sub par and really painted my impression of your business. I received a call shortly afterward, possibly the next day or so (I don't recall exactly) that my parts had been ordered and that I could schedule the repair. A few days later I received a call that the circuit board was on back order and that it would be ready at the end of the upcoming week. Nothing out of the ordinary there, I was willing to wait, I understand back orders are out of your control. The end of the (last) week came and went with no communication from your company. I called to follow up earlier this week and was informed that the product was still on back order and would not be available until the end of the week. Gee, it would have been nice for you guys to call and tell me that when the previously scheduled arrival date came and went! At this point, I decided to give up on your company and go with another company who had already sourced the required circuit board and reported it would be in hand within 3 days. Since I thought I had already committed to the $92 service call fee, I should apply that commitment to the valve repair based on my understanding (see paragraph above) that the service fee was applicable to actual repairs. Now you can see why I'm so pissed off after Alba reported that the service fee was not applicable to the cost of repairs (the valves). This is directly counter to the information given to me at the outset. I can't say whether there is dishonesty or miscommunication going on here, I won't be that presumptuous or accusatory. I can say, however, that there is a serious customer service deficiency here. Whatever. I'm done. Take your $92 and have a nice day. Please refund the parts deposit. read more

Not very satisfied with the guessing games regarding repair, wish there was a better service

Ordered a large sundance spa. Great selection. Excellent installation and detailed training on doing the chemicals. Excellent, timely, follow up on small problem. Would highly recommend. read more

I had heard so many good things about Blackthorne and cannot tell you how disappointed we are with the terrible service and poor communication they have provided. After handing over a check for almost $9,000 dollars and not being told that we would need a new sub panel (600.00) and have a "Non- easy access" site for delivery (an extra $200.00) at the time of purchase or at the "Pre-site inspection," we inquired how much it would cost to not accept delivery of the spa and were told by the owner that they would keep the spa in their showroom, attempt to sell it and return our money once it had sold and only get whatever they were able to recoup. What a rip off! If there were any way we could get our money returned with even paying a fee for restocking, we would do it just to not have to deal with these people. The sales people were great but the owner seems to have forgotten that she is in the service business. If you are thinking about buying a spa, take our word for it and DO NOT BUY ANYTHING FROM BLACKTHORNE. read more

It has taken many months and the original problem continues to be a problem. There have been many miscommunications within their organization. "Of course we won't be billing you for an additional visit to fix the same problem." They of course did and then tried to suggest it wasn't the same problem. "You are first on the list for service tomorrow." The tech was then sent to deep Carmel Valley before he arrived at my place in the afternoon. With only 6 or less people in the organization, they seem to pass the buck a lot and not know what any of the rest of them are doing. I have finally, lost confidence in them being able to fix the problem and feel they really could care less. I'm done... read more

First, new address: 148 John Street, Salinas Fantastic service. ALL questions answered and specialized help given. Malina takes the time to explain every spa function and get you up and running comfortably. Personalized service in every sense of the word. We are extremely satisfied customers! read more

I had a spa maintenance service through Blackthorne for a number of years. The service guys were always friendly and professionally cleaned and maintained my tub. Recently, I bought a fresh-rain system through Blackthorne and had them install it. I have never been happier! This unit is amazing! Thanks guys!! read more

My Pool was Green with Algie and hired 2 separate pool companies to fix the problem and neither one of them succeeded in solving the problem. Then there was Manuel from blackthorn pools, not only did he fix the problem he also was very knowledgable and explained what he did and how to prevent it from happening again. Me and my family could not be more happier with Blackthorn Pools, would highly recommend them to others. Thanks Manuel! read more

Herbie the owner is good...but the service people in the field...TERRIBLE. I was just told by one of there service people, that I had to help them do this job. When I reply, that is why a pay you..he replied it doesn't work like that...I release them from there services. This is the four service person in the last two years... read more

We purchased a smaller Sundance Spa, and couldn't be happier! Mel is very knowledgeable and spent a great deal of time explaining to us our options. The delivery crew was just as impressive. They even came out the day before delivery to inspect the site and make sure everything ran smoothly. read more

The service we get from Blackthorne Pools & Spas is outstanding - they are prompt, courteous, helpful and do excellent wok. We highly recommend them to anyone with a pool or a spa. read more

I cannt recall dealing with a more professional or competent small business or trades person. Every contact with every person in their organization was helpful in solving our problem. We had a leak in a ten year old hot tub in a very difficult to reach situation which we thought would be impossible to fix. Their people handled it expertly and efficiently. Couldn't have asked for a better job. Thanks to Malina, Johnathan,Justin and Rich. read more