The workers here seem to be so departmentalized that they can't answer questions. They get frustrated at their customers and can't help come up with solutions. The employees will admit that they "don't have the best system" and can't seem to get to the screens they need to help answer questions. In other news, their repairs are only temporary and they try to upsell to new systems even though they putting the older system. We've used them for way too long but there just isn't anyone else in town to do the job. At the end of this transaction the worker was nice enough use his hand truck to take the chemicals out to the car. read more

I sent photos in for a delivery weeks ago. The driver called me before my delivery to talk about it, despite trying to coordinate in advance. Delivery took over two weeks, which was disappointing. I was told it would be first thing in the morning and received a call the day of the delivery and they said they were on their way. It's only about 45-60 minutes away. Nearly two hours later, they arrived. I wouldn't purchase for here if not for their contract with Costco. Employees gave me conflicting information and the one who worked at the Costco event seemed to not even care about what he was selling and did share much info. I ended up driving from Costco to the Emerald store to get better and more thorough information. read more

In the spirit of the holiday season, Emerald recently dispatched a towing company to remove my car from their parking lot. I acknowledge that there were warning signs in the lot, but it was after hours and my family was filling one car to drive through the holiday light show at the neighboring fairgrounds property. Plus there were other cars in the lot. I, and my family, have been Emerald customers for many years. We will no longer be doing business with them. I recommend Hot Stuff instead read more

I went in to get a replacement part for the gas gas heat stove we purchased their. "Mike L" said he could order it. He asked his the manager how much the shipping was going to be and the manage said $30. Mike said that sounded high so he charged me $25 for shipping. He said he had order this common part many times and it should arrive in a few days. Two weeks later, when I had not heard from them, I called and asked about the part. they said Mike was not in on Wed. I asked if they could have him call me Thur after he checked on the part delivery date. I heard nothing back so I called Mike again. He said that it has a ship date of Oct 22. He said he would check on that because he said it was a common part. We spent the next weeks with me calling, Mike saying he going to try to get it sooner, but never getting back to me. The week before Oct 22 (we had been without heat in our living room for 3 weeks), I called again. He said that is would ship on Oct 22. So I checked online and found a parts warehouse that had the part I needed. I ordered it because it would ship the next day. So I called Mike and told him I had ordered the part elsewhere. He said the manage was not there and to come in on Mon to process a refund. I came in on Oct 21, after receiving and installing part from the parts warehouse, and the manager was not there. They were trying to figure out how to refund me. They were going to charge a 25% restocking fee, even though it had not shipped yet. Mike said that this common part was now a special order. On Oct 28, I still hadn't been notified the part was in, so I called again. Mike said the part came in last week. Guess I should have known. The charge for shipping from the parts warehouse was $7.62 USPS and $12.80 UPS. We could have avoided the hassle, being cold, and having an extra part with overpriced shipping, if I had known up front that they couldn't get the part for a month read more

Like others I bought a fireplace insert from these folks. I have asked some questions about the insert and how to optimize it. The first couple months they were helpful, but after that they are unresponsive to any questions I have. Whether it's about getting a new liner, putting in an outside air kit or anything else. They don't seem to care at all about follow-up customer support. The irony is I'm in the market for a tub and a pool. They lost literally 10s of thousands of $$ in additional sales by ignoring me. read more

Staff is nice.. specifically August was very nice and helpful ! She made it very easy to get what I needed.

In general, I have had good experiences with Emerald. One time I got a technician who worked on my Harman P43 to clean the chimney and stove, but he didn't really clean the stove as he should. Then, the next time I got Chris and his son and they were fast, efficient and very knowledgeable. The stove and chimney were spotless when they left. The year after, I got Skylar, whom I liked as much as Chris, so I feel like Emerald (where I bought the pellet stove) will be my go-to for chimney and stove cleaning every year. read more

When I came in, a staff greeted me and I asked where the pool chemicals where. They pointed them out in the back of the store and left me to it. When I got back there, I found a lot of chemicals and being new to pools wasn't sure what I needed. Everything I saw said Spa, so another staff was sitting nearby and was kind enough to point me to the right area. However almost nothing was priced. I had no idea how much things were other than signs saying 20% off chemicals. The one I found (5lb chlorine tablets) did have a price but it was VERY expensive ($42 for 5lbs). Overall, I wasn't too impressed since most of the employees were not busy and could have easily turned this into a 5 star experience. read more

I would have loved to have given them 5 stars. My hot tub would not turn on after we have had it for 2 years. We are new to hot tubs. They came out and hit a reset button that was hidden behind another reset button. Instead of waving the cost they charged us $45.00 even after asking if fee could be waved. When we purchased the hot tub I had questions. The guy behind the counter said in a snotty voice " we aren't going to stand there and watch you fill it with a hose"!! Rude. read more

Almost two years from June 2020 installation of pool heater and filter issues, 9 mos email/calls back and forth taking into consideration obstacles caused by covid, halted production by heater manufacturer, many, many supply and personnel issues, constant follow-ups, missed deadlines, phone calls and emails back and forth but the good news is, the owners stood by their word and products and it all got done and fixed right so I am very thankful! Thank you Emerald. read more

Don't bother! We needed the vinyl liner replaced in our in-ground pool. We went to Emerald because they are the only pool business in Salem that does this. Just scheduling them to come out and do the estimate was a fiasco! Horrible communication, horrible customer service. They were going to email me the estimate two months ago. I gave them my email address, twice, and they had all the phone numbers. In the mean time I contacted Haven Spa Pool and Hearth in Clackamas. The work is done, it looks beautiful, quality people, quality service, and a reasonable price. I'm still waiting for my estimate Mike! read more

Billy came to my house to diagnose a problem with my hot tub. The fee just to have him come out was $150. He had no mask on and apparently no mask with him. He spent about 10 minutes outside with the tub, and came back (still no mask) to tell me I needed a new pump, that it would cost me $500, and when they came back to fix it, they'd charge me another $150 again - on top of the $500. He wasn't exactly rude - he just didn't seem to give a darn about his work or his attitude. I called AJ, Billy's supervisor, to let him know Billy didn't have a mask. AJ said he knew it was a problem and he'd "have a talk with him." I felt like no one from this company really cared at all about my business. I'm done with them. read more

Emerald Outdoor Living is the absolute worst! Service, follow through and communication don't exist with this company. I paid for quarterly hot tub service and let me tell you, DON'T DO IT! Don't pay for service you'll never get! read more

Garbage, I paid $14,000 for a BULLFROG Spa in January of 2021. Was told it would be delivered June then it was delayed to July, August, finally showed up September 17th with the wrong jetpacks, wrong exterior panels. I paid a licensed electrician $1500 to wire this boat anchor up and guess what, yep it doesn't work. I should have bought the Marquis made here locally in Oregon. Don't make the mistake I made. read more

Bought a fireplace insert from these folks several years ago. They are non responsive on updates or questions I have. E.g., I inquired about an outside air kit and they have no interest to come out and install one for me (even though when I had it installed they said they'd come back at any time if I decided I needed one). I feel like they only care about the initial sale and after that they want nothing to do with you. read more

We spent over $60,000 with them on an in-ground pool 2 years ago. Now they won't service their work. Beware of dealing with this company!!!!!!! read more

Let me start this with saying if I could give Zero stars I would!! I purchased a Cal Spa from Emerald outdoor living last summer at The Oregon State Fair. This was not a floor model that I took home, I custom ordered a Spa from there showroom at the fair. After delivery of the spa I have had noting but problems. Not even sure where to begin. The lift and top that they sold me on broke after the first month (hydraulic rams) Then one of the main water lines coming out of a pump started to have a small leak, They sent out a tech to repair, what he did was cut the pipe and tried to stretch it to make it work, needless to say a week later I went out to get in the hot tub and it was completely drained, The half assed repair blew off the pump and drained all the water inside of the cabinet, in doing so damaged all of the interior insulation and caused damage to the exterior shell as well. (I was told there was nothing they can do about it to replace or repair) Now onto the next issue, The filtration system. Or should I say lack there off one. This has got to be one of the worst Hot tubs I have ever seen. I can drain the hot tub, scrub the entire interior and polish, fill with water and the second I turn the spa on, all the sediment that has rested in the lines immediately fills my tub and we have filthy water again. Finally- I would strongly recommend not purchasing there maintenance package. Unless you are able to sit during there 8 hour window they give you to do the maintenance I think you would be wasting your money like we did, I honesty believe my last two maintenances all they have done is come out and drained the water, immediately refilled and where on there way. There was no cleaning or polishing done like they specify. I have been hesitant to write this review but I just got off the phone with them and told them how dissatisfied I was with their product and service and the response was well you only have one more maintenance packaged scheduled and we wont set you up for another one. They have zero concerns for you after you spend your money there and are on your way. read more

Emerald outdoor living was great to work with while buying our new gas fireplace. The sales person was very knowledgeable and helped us pick the perfect fireplace for our home. read more

Love these guys! I bought a Bullfrog hot tub a couple years ago - the service, delivery/set up, and answers to ALL of my follow up questions have been well answered and taken care of. They will now help me care for my swim spa in my new home (which they have already inspected for a really reasonable rate) and I can't wait! Oh and they helped me design and purchase the correct stove pipe many many years ago for my wood burning stove - was also a great experience! I'll be a customer of Emerald always! read more

Let me tell you our experience with Emerald outdoor living pool and spa. First of all, we had an appointment got them to come and clean our spa at 9:30. When no one had shown up at 9:45 my husband called to get clarification that someone would be coming. The person who took our call said they have no set appointment times. He said that there had been an emergency on the previous job and the technicians would be delayed. They will be calling you in a minute. They did not call back and it took an hour to find out when they would be here. Both my husband and I work and have very busy schedules. We set aside time in our busy schedules for this to happen. We had to leave for an appointment. We were advised to get a system flush from the person who booked our appointment. When we arrived home we learned that they did not do a systems flush. The technician said that they were not aware that we needed the systems flush. It wasn't on the work order. The technicians also told us that they would take care of putting the chemicals in our spa. When we went to use the spa the next day and found they had put zero chemicals in our spa according to our test strip!!! Upon calling to informing of our dismay they offered no service or product back to make good on their mistakes. We will never use this company ever again and advise serious precaution to everyone who comes in contact with this company !!! read more

We just purchased a gas heating stove from Emerald. They were helpful in the store but the best part was having Chris do the install. I have rarely had a guy working in my house who was so careful and conscientious over cleaning up and treating everything with great respect. I am slightly less happy with the stove we bough as the fan on it, for which we paid over $200, is not worth a cent. This is not necessarily the fault of the store I know, but it would have been nice if we had been shown a stove with a fan or it had been suggested that the fans were not worth the money. read more

People are nice enough, but it's a terribly run company. You shouldn't be excited for a purchase only to be constantly disappointed.

They are very knowledgable and helpful during the sale. The crew that does delivery and set up are great and go above and beyond. They took a water sample before filling up my hot tub and ran it back to the store for computer testing. They then emailed me an exact recipe for chemical start up for my water. Take a water sample in and they will give you a printout on exactly what to do. It's really helpful and included when you purchase from them. read more

Chris W. at Emerald Outdoor Living really sealed the deal for us on our Bullfrog Spa. We stopped in one day during our escrow on a home in Silverton. We knew nothing about Bullfrog Spas and had only heard about the lower quality ones that you see at big box stores or via the Internet. We were so impressed with Chris. He had great knowledge of every detail of the spas we had looked at previously (the good and bad) and was able to give us the side-by-side on the Bullfrog vs any other spa on the market. He even encouraged us to keep shopping and there was zero pressure to buy. Needless to say, we came back and bought our Bullfrog Spa with all the bells and whistles. The ordering was a breeze and the spa was ready to go when we called to say we had closed escrow and had the concrete pad all ready for our new back yard paradise. Chris showed up himself with his phenomenal crew to deliver and install the spa. They were a very clean-cut, non-smoking crew of great guys. Chris explained everything to us on adding water treatments, checking Ph and everything else. It was mostly plug and play, very easy for anyone to do (we are middle-aged and it was easy for us). We have been enjoying the spa immensely and recommend the Bullfrog Spa without hesitation. The completely enclosed system (without all those snakes, octopus arms and nests of tubes underneath) is the best made. The pop out jet packs are Genius! The quality of the massage that we get, is really impressive and critical for my husband who has a severe physical disability from the Gulf War. Go see Chris and let him tell you about the best, and last, spa you will ever need to buy. read more

Emerald has given us first class service for years. Extremely knowledgeable for pool water questions and water test results. Fully stocked with a variety of suppliers for chemical choices. Emerald gives us complete and accurate water test results that our local pool shops to not give, that is why we drive 30 minutes to do business with Emerald. Well stocked for pool parts for pumps and filter parts, if they do not have it, they know where to get it! Thanks for the Knowledgeable and Pleasant service. David read more

We just bought a pellet stove and are waiting on the completion of our home construction to install it. We were very satisfied with the Emerald Outdoor Living staffs' overall knowledge about all the various brands of woodstoves they sell. It helped us to make an informed decision about our purchase. read more

Will never purchase anything from this store again. We purchased a jacuzzi hot tub in October 2012. They brought it out to install it and the technician predrilled the holes on the siding in the wrong areas. He plugged them all with discolored wood putty to see if he could get away with it. We told him no and they had to order new siding. Then we were having chemical issues and we went into the store with a water sample and the owner said we shouldn't be using chlorine that it is bad for the motor! He was the same person who gave us a start up chemical kit with chlorine in it! Now we are finding out that the heat sensor has gone out in our tub (apparently a common thing in a Jacuzzi) called the store for a service tech and they unapologetically informed us that they are sendingall if their techs to the coast for the week and it would be a week before someone could get to us. Terrible customer service from emerald pool and spas. And we will never own another jacuzzi again. We owned a Oregon hot springs tub for years and never had problems. The next thing to go out in the jacuzzi is the UV light which tthey told us would go out within a year. And it won't be covered under warranty. Of course they didn't tell us that when we were buying it. read more

After a very frustrating experience with another Doughboy pool vendor, we elected to cast a wider net and call Emerald Pool & Patio. We felt fortunate to discover they serviced where we live, in the Sherwood, Oregon area. Emerald was far more professional, prompt, organized and honest. Everything has been very smooth which we are thankful for. The bids for our 28' pool were consistent with what we expected to pay. (No one called us to pay more after quotes were in hand and downpayment had been made... (Yes, this did happen with the other place we started with out of Beaverton!) The timeframe they said everything would take was spot on. (No one called me to change our delivery date multiple times.) The followup was fantastic. (I didn't have to hunt them down and talk to multiple people who had different answers for everything and no one tossed co-workers under the bus for saying something they felt they shouldn't.) Emerald even seemed just as excited for us to get our pool as we are, how great is that! They also work with very nice contractors who you can hire for professional pool installations. We contacted two of them to get bids, and selected one to work with. Both were great and very helpful. (I was sad to learn that the company we first started with out of Beaverton-Aloha has yet to pay these men for several jobs they contracted them out for in the past. Terrible. Makes me wonder why my install date was pushed out 4 different times with an estimated 3 month date. Maybe they couldn't find anyone to help?) Nevertheless, I'm so happy we found Emerald, again, professionalism and integrity. Everyone is in good communication with eachother and it's been a pleasurable process for me the client. If you're looking for a pool, spa & hearth company or specifically a Doughboy dealer and you live anywhere in the greater Portland Oregon area - do yourself a favor and look beyond the Beaverton-Aloha options. You'll get a class-act experience with Emerald!! read more

We are EXTREMELY thankful For this company who came to our rescue after we had contracted with a different company to install an above ground pool! The problems we had were not attended to but Emerald came and finished our pool in a very timely manner and way above satisfactory results! I wish we would have contracted with Emerald in the beginning! AWESOME COMPANY read more

These "experts" sold me an expensive bunch of chemicals to make our hot tub clean and the water clear. It took all morning one Saturday to get these chemicals infused in the order they gave me. I ended up with a tub coated in white granules/ powder. I had to empty the tub, clean it out and start over. When I went back they didn't stand behind their products, but rather tried to sell me more products. Beware, they are only about the sale. read more

I bought at hot tub at an outdoor " EXPO ".... never again. Emerald has been very helpful in getting my hot tub repaired... union joint was broken prior to delivery unknown to me.... the staff have been very patient with all my phone calls and in helping me deal with the manufacturer. There are still issues but after 2 weeks of NON help fom the manufacturer, Emerald is continuing to work with me in getting mine to function properly. Chris, Mike and Andrew !!.... thank you all. read more