We did our research and visited other competitors when we were purchasing our hot tub. After many months of shopping around, we decided to purchase from Crocker Sales in woburn, MA and we have no regrets. Our sales person was Brandy and she was wonderful. There was no pressure to purchase and she was able to answer all our questions. We felt it was the perfect hot tub with all options we wanted for a cost that fit our budget. We've had our Master Spa twilight since mid April 2018 and love it. Our delivery arrived in the time frame that was given to us. The delivery team was great at setting up and explaining the exact process to set up our hot tub. After our initial set up and filling our tub we did go and do our weekly water tests with Brandy and she was always attentive. She never made us feel like with didn't count after we purchased. She told us the amount of chemicals to put in our water to get it perfect and it always worked. If you are researching, you have to check out Crocker Sales and speak to Brandy. She is great and helpful. read more

We made a deposit and signed a contract at their expo at the shriners auditorium, as a shriner myself i like to support the people who support the shrine and rent the auditorium etc . Horrible experience. Thankfully they breached contract and I got a refund. No communication, no follow through and alot of passing the buck and blaming other departments for the salesmans lack of following up on the process. Steer clear there are much better choices around read more

- Poor Service, Incorrect Information, and Lack of Accountability I am leaving this review to share my experience and to caution others before purchasing from this business. We purchased their largest and most expensive swim spa at an expo. I had concerns and wanted to wait; however the sales rep dismissed my concerns. This was unprofessional and set the tone for the rest of our experience. We asked several questions about the electrical requirements and received incorrect information from the sales team. My contractor even contacted Crocker directly to verify details, and the manager sent him specifications that also turned out to be wrong. Throughout this process, customer service provided false or inconsistent information and was often dismissive and rude. And tell us this was not the case. A manager from the Merrimack location contacted us once, stating he would be our point of contact, but we have never heard from him again. For a purchase of this size and cost, one would expect at least basic customer service or product knowledge, yet it became clear that many employees were unfamiliar with the swim spa we purchased. When we took a water sample in for testing, the staff miscalculated the required amounts, which caused scaling in our swim spa. We chose not to return for further testing because there was no accountability for the mistake. The delivery process was a nightmare. No one from the company came to assess the delivery area beforehand--not even a simple online review of the property or Google Maps check. On delivery day, the team made us feel as though the complications were our fault. When we pointed out that the swim spa was placed incorrectly, they dismissed our concerns and later told our contractor that we were "vocal." Given the consistently poor customer service, it is no surprise that we had to advocate for ourselves. Overall, this experience has been extremely disappointing from start to finish. Between the misinformation, lack of communication, unprofessional behavior, and mistakes that caused damage, I cannot recommend this business. read more

Do not do business with them!. Sneaky, does not disclose all charges, terrible customer service, and their prices are substantially higher than others...for the exact same parts. It's no surprise there are so many negative reviews! Stay away. read more

Their store in Woburn has the worst customer service.. the lady who answers is arrogant and represents the company very poorly.

I highly suggest not doing business with this company. I was manipulated and taking advantage of during the sales process by one of theirs sales reps. I've run into numerous hurdles with the town I live in because I live in a historic district in regards to installing this hot tub. Unable to meet certain standards I am unable to install this hot tub on my property. Crocker Sales has been extremely unwilling to help in anyway in regards to resolving this issue. They have been unwilling to buy it back or help in reselling this brand new, unused hot tub to another customer. Also, I am unable to sell it on my own because the warranty is not transferable. So, there response has basically been. I'm stuck with it and there's nothing they are willing to do to help in this situation. The customer service here is not focused on serving the customer. I'd recommend taking your business somewhere else. read more

Hot tub screen and remote issues. Replacement radio remote is 150$!!!! 80 dollar unsaid surcharge with warranty repair What's next??? High pressure sales with no back up on gear Would not even clean and service it! read more

The worst costumer service I have ever received. I would never recommend this company to anyone. Got our hot tub at an expo where they don't tell you who you will have to deal with after buying it. The cover got water in it after a year, the cover holder broke after about 2 months and it was a huge hassle to get it covered by Warranty. We never would have bought this hot tub had we known we would have to deal with Crocker sales in Woburn. The manager of both locations is extremely rude. If I could give 0 stars I would. Do your homework before buying a hot tub. read more

Bought a "Crocker" hot tub all was fine until a month or two after the warranty ended then the heating element went on the coldest week of the year, they told me to buy portable heaters at Home Depot so it wouldn't freeze because they couldn't send a repair person for a week. Then last week we saw some, what looked like mucus floating in the hot tub. After further examination in the daylight, I noticed it was the "Crocker logo" rubber matt which comes glued inside their hot tub. It was disintigrating and all the glue and pad particles we breaking apart. I called and asked for help and recommendations and service person "Rick" got on the phone. I have never spoken to a more ignorant unprofessional person in my life. He proceeded to tell me, "what do you expect the pad to last forever its in a harsh environment" and offered no suggestions whatsoever. I said I cannot be the only person having this issue, he said a few times he had issues with this but that was all, no apologies or anything. In all of my years I would never have thought a customer would be treated the way he spoke to me about the product they sell. Why would a company have a mat glued inside of a hot tub that breaks apart and pollutes the water with slimy glue and cloth which also clogs up the filter and the pumps. Never, never buy from this place. I attached a picture of what their logo matt looked like when I removed it. Had to give 1 star rating because there is nothing worse. read more

Crocker Sales Co Inc - Hot Tub & Pool Near Me - Woburn, Massachusetts

One of the worse: purchasing" experiences I ever had. Headaches from the 1st day, from be dishonest about the delivery (3 months late). They used COV-ID as the excuse, then ruining the water giving me the wrong recommendations on the treatment and now, been for whole day for the technician to show and winterize my swim spa. No call, no show. They charge me a month ago an astronomical amount. I had to call them to find what is going on-they told me that they down the tchnician. WHY NON-ONE CALL before today .. I would not recommend CROCKER to anyone for anything read more

worst experience ever horrible customer service no communication rude lack of coordination no internal communication held my 15k hostage never use this company read more

Do not buy a Crocker spa. Their service is the worst. They tried to charge my credit card $60.00 for just calling them when our hot tub had yet another issue. I never even set up an appointment! I had to call and fight with the guy (Rick) to get him to refund the money. They clearly must know it is so wrong to do that but keep trying anyway (as I saw in other reviews). I'm honestly surprised they stay in business with their horribly rotten attitude and service. We purchased ours in Marlboro at the Spa Expo. Avoid that AND Crocker. read more

I purchased a hot tub at the hot tub expo in Marlboro. Slick sales techniques. Troy makes promises that he conveniently forgets. I was promised a cover that could withstand my 2- 100lb dogs' weight. He told me that was not a problem. Fast forward to delivery- now he has no idea what I'm talking about. I have a sunken deck and my dogs have constant access. He saw pictures of my deck and of my dogs. We discussed both in depth. Now he says that he meant that if they walked on it once, they wouldn't fall through. I should apparently tell the dogs not to walk on it. (By the way, the concern is similar for a child) My only option is to purchase another cover from them in which they'll give me a "great deal". Don't do business with this company!!! read more

Called to make a service appointment for my spa. I was able to fix the spa on my own. When I called to cancel they told me they were going to still charge my CC $70. This is unacceptable, $70 just for talking to them on the phone for under 5 minutes. FIND ANOTHER SPA SERVICE COMPANY read more

Rude staff and terrible service. Go anywhere but here. Dishonest and unwelcoming. Purchased a spa from the expo and when it arrived it was missing some of the features I paid for. Nothing was done about it. read more

This company is just flat out dishonest. They didn't register our hot tub with the manufacturer and we were never informed about a critical recall. Recently we needed service and they charge $240 for the opportunity to make an appointment, and hold on to $60 despite no appointment ever made or service provided. Avoid them. Believe the reviews that say you need an attorney to deal with them. read more

I would not purchase from them ever again. The customer service is a zero. After I purchased a hot tub from them and took delivery I have be unable to get any question answered. I would not buy anything from them ever again. The only reason I gave them a 1 star is because I had to in order for it to post. Follow up from there respond The credit card was taking by your store and your store name and address is in all the paperwork and the calls came from your store to set up the delivery. So don't say you have nothing to do with it. The sale person also said he works for you. So take retaliatory for what you sold me and the service you don't have read more

Terrible customer service once the payments for our swim spa were complete. Uncooperative and a bad attitude towards customer service issues. Our swim spa cover is taking in water so I called to ask for advice on how to repair it. The woman who took my call said there was no way to repair our swim spa cover and we had to by a new one for $1500 plus shipping and installation charges. I asked to speak with their repair dept. and after going round and round with her refusing to allow me to talk to anyone because "there was no way to fix it" she finally said she would have someone in their repair dept. call me. Minutes later I spoke to their repair person who asked good questions and gave me a workable solution to fix my cover that didn't involve spending any $$$. The front line customer service woman was all about the sale, not addressing a customer need. Front line customer service is so important. Crocker Sales has a long way to go if they have any interest in providing good customer service. read more

Bought a Vita Spa from Crocker Sales in 2008. Promised an extended warranty but Vita Spa went out of business, were told the warranty was no longer valid. Have been having problems with the spa within the first few months and have received no support other than to be told there is an exorbitant fee just to have someone come and look at it which must be paid first. Now there is a leak (10 year warranty) which they still refuse to cover. Buyer beware: If you choose to purchase anything from these people, get everything in writing and be very specific on the warranty, making sure they they back what they sell and cant make any excuses for when you have problems. We very will may purchase another hot tub but certainly not from these people. read more

I bought a Spa from them in 2010 from a "spa show", and we have been generally happy with the spa. However, there was very high pressure buying the spa. However, the reason I'm writing this review is the customer service and their pricing. If you look on line, you can buy the MasterSpa filters for $28.99 (with free shipping when you buy a couple). They want $49 and were quite obnoxious !!! I moved jobs and found R&R pool and Spa in Littleton MA who were just outstanding customer service, charged less for their supplies, and treated me like a customer they wanted to keep with free water analysis, xxx% discounts as a regular customer etc. Anyway - Look elsewhere for your pool and spa sales, service, and support. read more

When the sales person tells you delivery in May after a purchase in Jan, zero communication/updates and when you reach out and they tell you September, 9 months later??? So if our contract says 7/8 months, which is not what the sales person said, what can we do? breach of contract? read more

Great service great hot tub selection I own a 2007 four person hot tub runs great no issues they've always been available to come and service the hot tub The motor was replaced twice in seven years and the cover had been replaced once. read more

Crocker Sales Co Inc - Hot Tub & Pool Near Me - Woburn, Massachusetts

Received our hot tub yesterday and had a great experience through the sales process, testing water and even the delivery. Can't say enough about how thorough the delivery guys were in explaining what to do, how etc. it's also comforting knowing that the product we purchased is exactly what they have at home and use with their families. Very happy read more

The people here are awesome. Old time customer service or the way customer service should be like. They greet you with a smile and ask how they can help you and then the amazing thing, they actually help you. They only sell you what you need and their suggestions are very helpful. I have had a swim spa for awhile and recently ran into some water balancing issues. Brandy treated me like I was her only concern. Very knowledgeable with straight forward instructions that worked. I went back to get some supplies shortly after that and she remembered and asked how the spa water was. They care about their customers. I will keep going back and recommend others to to the same. read more

I contacted them on a Sat Jan 7th, that my hot tub was tripping the circuit breaker. I bought the hot tub from them which I paid over $8,000. The said that it would be 2 weeks (not until Jan 23rd) before they can send someone out and they charge my credit card $250. I called them back 3 days later to tell them that I won't be using their service. A professional gentleman in NY from Spas Pool LLC was kind enough to walked us through and troubleshoot the issue, it took about 5 minutes, as he understood the degree here in NH have been 20 degrees and concerns were that my tub would freeze and cause more damage. He never even charged us for his time! The part I needed cost $159 online yet they Crocker, were going to charge me $225 and it was an aftermarket part. When I ask them to make sure they credit my account they said they are still going to charge me $59 for a cancelation fee. Mind you they weren't coming out for 2 weeks from the date I cancel!!! Do not buy from them .. their customer service is only interested in taking you money! read more

HORRIBLE! Stay away if possible! They are rude and dishonest! They will take your money and not provide the service needed! The manager harassed and tried to pull the racist card! Please stay away! Trust me you will regret it... Giving him a star because there's no other option! read more

I've dealt with a lot of hot tub companies over the past year, doing my research and planning for our much anticipated hot tub. My experience with Crocker has been A+. From the moment I walked into the Merrimack store I was greeted with a smile and the professionalism that I would expect never ceased. They were informative and understanding of all my rookie concerns. They're class acts and you won't be disappointed with your investment. Bravo! read more

Made the mistake of ordering a hot tub from this company back in August, they gave a 4-6 week turn around time, said we would likely get the product delivered by end of September. We finally receive a call from them today 9/17 and they inform us the earliest delivery time is not until October 31st another 1.5 months BEYOND the time frame we were promised. I have calls/emails to the manager and sales rep to discuss this but haven't heard back. Guessing they do everything they can to make a sale including lie... Regretfully, off to a very bad start. Wishing we purchased elsewhere. read more

The worst..........STAY AWAY. Purchased a swim spa @ a show. Crocker employees were rude & unprofessional. The last service technician was awful. He did not want to hear the truth & had to ask him to leave my property. The people @ the store weren't any better. read more

We purchased a tub from Crocker sales at a show. The purchase and delivery went fine, but I learned a few months after that the manufacturer went out of business. This made parts more expensive and difficult to get. I also had to pay extra for service due to my distance. Regardless, after a few issues I asked them to come and fix the tub. They gave me a date and never showed. After setting a second date, they came and 'fixed' the tub. That said, some other things were then broken. After numerous calls to the service manager, where I could only leave a message, they never returned my call. Very bad customer experience and pathetic customer service. My tub is still not 100% functional. read more

I am on my second hot tub with Crocker, and both times we found the purchase, delivery, set-up, etc all to be great. However, my tub isnow out of warranty and I am having trouble with the heater element or something else is going on with the tub that makes it way too hot to use. On-line searches for the issue lead me to believe I had a "runaway heating element" that kept the water much hotter than we had it set at. I called Crocker and they informed me that it would be $210 for the technician to come out, and it could end up more than that if new parts were needed or the time took longer. I agreed, since the tub is of no use to me if the temp is at 108 degrees! I gave them my credit card info and they told me that the amount would be charged to my account right away, and that even if I cancelled the appointment, I'd be charged $49.95 minimum to open the ticket (admittedly, I probably didn't recall this, since I had no intention on cancelling, and was prepared to pay $210 to have them fix the problem.) About ten days later the tech called me, I explained the issue, and he said that it is very unlikely a temp sensor issue, and he suggested I try something else before he comes out. In all truthfulness, the call was less than 3 minutes. It was good advice to try something so that he didn't need to come to the house and cost me $210. Today I get a credit card receipt showing a credit for $160.05. I can't believe they took my $49.95 for a 3 minute phone call for a suggestion! I spend about $300 per year there on chemicals, filters, etc. for my tub, and had I asked the person at the showroom about the problem, they may have offered the same suggestion and it would have been part of good customer service, not a money-maker, cash-grab! I called today to complain/explain, and was told that I was (or should have been) informed about the $49.95 charge just to open the ticket, so they would not refund it. They were not at all interested in offering me anything other than an explanation that I should have been informed that the call was going to be at least $49.95. "Have a good day." I am in the service business, too, and if I charged $49.95 every time I offer advice to a customer (or even a non-customer or potential customer), I might be rich, but I would more likely be out of business! I will never go back to Crocker for supplies, and when I'm in the market for another hot tub, I will look elsewhere. My problem is not yet fixed, but I'm seeking a solution elsewhere since Crocker won't get my business read more

I received my hot tub last week and am extremely happy. I moved here a couple years ago with my three children and I shopped all over before finally nailing it down to Crocker Sales. They had the largest inventory, so I actually got to see what I bought before getting it; plus, the saleswoman went that extra mile to have my Model filled and heated instead of just trying what most had randomly filled so I could do a wet test the one I was interested in before making my final decision. Everyone I dealt with at Crocker has been very friendly, courteous and knowledgeable making my decision even easier. I totally recommend this place! read more

Wow! Was I shocked to read these negative reviews. Before moving to the west coast, my husband and I purchased two spas from Crocker Sales (2 different houses) and we had nothing but the BEST experience. We loved our spas and the people at Crockers were great! They answered all our questions, taught us how to run, clean and maintain our spas. All around a positive, professional experience, especially with Lewis. We can't recommend them highly enough. You be the judge. read more

I was sent to Crocker Sales by a friend of mine. They had the most spas on display of any other spa dealer I had visited. The store staff was the most knowledgable and made recommendations on different models to try. I have had my spa now for a few months and have been pleased with the overall experience with Crocker Sales. read more

Class act operation! I've dealt with a lot of hot tub companies personally and through business and Crocker Sales runs a first class operation! A one stop shop for hot tubs, swim spas, decks and enclosures! Keep up the great work! read more

We bought our Michael Phelps Spa at a hot tub show and the sales person and delivery were just fine. What has been incredibly disappointing is that if we don't clean the filter every 2 or 3 days the temperature drops into the 70s or 80s making it too cold to use. Our previous hot tub was incredibly low maintenance and I wish we had been told about this issue prior to purchase. We did not shop around and this was a total impulse purchase. Since learning about this filter issue my husband has been trying to stay on top of it but once again this morning after a hectic week, we grabbed our coffee and headed outside only to find the temperature in the 80s. I'm hoping to inform others before they suffer the same disappointment. Our remedy is going to be to buy a second filter and keep a calendar on the fridge to swap out filters every other day. If you don't mind adding this additional chore to your life, its a great spa. read more

Customer Service was outstanding during the purchase of our spa, installation of spa and follow up service. I highly recommend Crocker Sales to anyone looking to purchase a spa. read more

I bought a hot tub from Crocker sales and had manny problems. After having so many issues and being under warranty i spoke with a sales man Jim... He told me he would make me a deal. (What a screwing I got). He sold me another tub for only $3000.00 the original tub was $7000.00 so i thought he was being nice. After having the hot tub for 1 year i had a problem with the circuit board. a 170.00 part. The salesman told me the tub was out of warranty even though i had 3 more years to go. He said to me the company went out of business so your warranty is no good. His words exactly were " It is what i is". What a nice guy. Don't ever go there to buy a hot tub. Budget pools on rt. 1 north is a much better place. read more

When I saw all the signs in their showroom preaching about the importance of quality customer service, I was hopeful. However, when my pool needed emergency service, I was ignored for three days until finally Jim returned my call to schedule the visit... I was given one option, which was one hour from the time of the call. I explained that, had I been given any advanced notice at all, that would not have been a problem. I cancelled the appointment and Crocker lost a customer for life. If you're going to preach about quality customer service, you have to live up to it, otherwise it's just words. I called North Shore Pool & Spa - they came out to the house, diagnosed and fixed the problem within 3 hours of my call. Now THAT is customer service! read more

If you're looking for a spa, don't waste your time being treated like crap from these guys. We went to Budget Pools after that and were treated wonderfully and they let us wet test a tub the same day, after hours. Here you have to BUY it before you can even try it. They literally don't have even one tub with water in it. No prices on anything and supposedly they are all 7K and up, which is crazy because they have some tiny 2 person tubs! No prices on anything though so you would never know. The woman whips out her calculator to give you the "sale price". I felt like I was getting jerked around the entire time. Not to mention she wouldn't talk to me or address me at all, only my husband (like I was the little woman). We have gone to like 8 stores since then and I still cannot tell you where the best place to buy is but I can tell you that CROCKer was our WORST experience of all. Don't waste your time. read more