Horrible experience so far. I will expand at a later date if not rectified by this weekend. Hot tub has been in since Sept 15 and it still as of October 7 will not heat up higher than 78. After taking my money, a reputable company would see this problem as a priority, I get a multitude of recorded messages, of course over the weekend. My next recourse is to call Hot Springs and take a trip to court house. As of now I have a big expensive blob in my yard. Water is getting rancid and they keep pointing the finger at the electrician who they have told me numerous times that "they don't work with electricians". Well, maybe they should start. Of course they don't, that way they can point the finger at them. Apparently, they just don't care because after looking at the reviews, they haven't changed a thing. They will be out of business soon. UPDATE: Brandon, Oscar and Sam in service are awesome. I feel like they actually care to orovide good service and take pride in their work. If it weren't for them and their efforts the spa would still not be working. I would give them each a five star rating. I keep hearing how they don't work with electricians but electrical work is a big part of this process and I just wonder how awesome Hansens would be if they had an electrician in service who could work with them. Imagine how much simpler this process would be. read more

As a long-time customer of Hansen's, I never expected to be writing a review like this. Unfortunately, after our recent experience, we will no longer be doing business with this company. We purchased a pump system that stopped working after just one season of use (Summer 2024). Despite providing video proof and reaching out to Hansen's support on June 5th--just 12 days past the warranty period--we were repeatedly met with resistance and unhelpful responses. The manager I worked with, Nicole, initially agreed to an exchange after reviewing the video I sent. However, that offer was later taken back, and we were told the warranty would not be honored. To make matters worse, I was told I could pay $250 to have a service technician "inspect" the system--despite the fact that a brand-new pump retails for only $317. Nicole's suggestion? "Just come in and buy a new one." Frankly, that's unacceptable customer service from a company that claims to stand behind the products they sell. We spent additional money on shock and algaecide throughout this process, under the assumption that the system would be addressed per the suggestions of the employees at Hansens who know absolutely nothing about how to service a pool. Instead, after weeks of back and forth, we were told definitively that no refund or replacement would be offered. The dismissive and at times petty tone of communication from management only furthered our disappointment. It's unfortunate to end a long-standing relationship this way, but we will no longer be using Hansen's for any of our pool needs. I strongly encourage others to consider the level of customer support they expect before purchasing from this business, it is not worth it. read more

Terrible customer service ordered hot tub cover and told 2 to 3 weeks delivery around $800 required upfront. Five weeks later I called and was told the cover wasn't available. I ordered my cover direct from Cal Spa it shipped in one day. read more

This place never ceases to amaze me! The store personnel are so aware of anything. A gal asked if she could help me. Told her I needed Universal Filter cleaner. she said they didn't have any. I asked if they were just out of it or would they be ordering more. She looks it up on the computer and says we have some! I go and get it off the self! When I asked her why she told me they didn't have any. She said I didn't know if we had it! So if I haven't questioned her I would have left the store with none. Yeah I love driving across town numerous times!!!!! I really do try to support local stores. However incidents like make me shop online. read more

Have never had to leave a review like this. They turned the dream of pool ownership into a nightmare. After 4 failed attempts to install a liner properly the owner who never came on site, called, or wanted anything but to publicly call out her employees and the 3rd parties she hired is not worth the 9 months we spent with this company. All the poor reviews on this site are accurate. Choose a different company is the best advice I can give. read more

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This is my 'go-to' for all supplies! Folks are knowledgeable, friendly & efficient! Thank You specifically to Bret for his expertise!

I have been a customer of Hansen Pool and Spa for over 25 years now so I struggle writing this review but something or someone inside the organization has has taken a real turn for the worse. We were replacing an old pool with the same size and refurbishing our existing deck. Let me start by saying the installation crew was super helpful, professional, courteous and all around top notch! This is where the positive ends! I bought and took possession of the pool last fall including installation. At the time of sale we explained to the sales person and installation person we had a deep end in our existing pool and wanted to know what extra charges if any we would incur because they did not install pools with deep ends anymore, we even sent them pictures. We asked on several occasions for someone to come out and take a look so we could budget for it. She kept telling us it would be no problem! Spring came and the excavator came out and said oh this will be an additional $3500 the complete, you will need 2 truck loads of fill! He showed up on the day after the heaviest rainfall of the season. He dumped the two loads of fill on the road next to the lot and brought it all to the pool site leaving 10 to 12" ruts in our lawn. He apparently miscalculated and bought almost 1/2 of the load he dropped back the the street to be removed which did not do our lawn any favors. In the process he hit and broke off a piece of our deck frame with his machine. During the pool setup we pointed out to the installation supervisor the damage to the deck. She asked us several time to please sign of on the installation. After signing off we texted the owner and told her we would let her know if there would be any additional charges on the deck refurbished caused by the damage. (My fault for trusting someone) She responded within a minute stating she would not be responsible for any damage that she checked with her crew and no one saw or caused any damage and that the supervisor did not recall us saying anything to her! Now that's pretty amazing that she was able to talk to a 5 man crew, a supervisor, and the excavation crew all within one minute! That''s pretty remarkable! After inspection the excavator came back to back fill around the pool but never back filled by the deck frame. We called and told the owner what happened and she said he wasn't going to back fill by the deck frame. I didn't realize that back filling around the pool only meant the parts easy to get at! The excavator did come come back to fill the ruts but it was not pretty! The landscaper we hired came out and took one look at the site and said WOW, I have finished up around quite a few pool installations but by far this was the worst one he has ever seen!! My advise to anyone wanting to use Hansen's be prepared for the worst they are a very unprofessional, irresponsible, and unreliable organization! We will no longer use this company! read more

We were considering a pool for our backyard, but after watching what my son has been through with this company...no way. What a mess and disappointment in the product and even more so with the customer service. Such a crime to take money from a young family and install a pool and pump that doesn't work correctly since day one of the install. read more

My husband called Before for a estimate never got a call back. Not sure why I would bother. Told they would call today. Never called. 6 I left a review on there fb page. They sure replied than. Spend your money elsewhere. These people are rude and unprofessional. My inbox to them about my call was I guess the days not over yet. He said correct it's not. I will post the inbox. He than said how busy he was due to memorial weekend coming up. Well ok than don't say you will call or call and say how bout this day we are busy due to the holiday! read more

Hansen's Pool & Spa - I have more I can post from his replies of my review on his page! - Hot Tub & Pool Near Me - Kenosha, Wisconsin

I've been going to Hansen's for years for my pool needs and always have a great experience. The team is friendly, knowledgeable and reliable - I know if I need something, they're there to help. 10/10 read more

When will they learn? Maggie is HORRIBLE with customer service! I had a horrible experience with her a few years back with a Hottub warranty I purchased from them. I also used to buy supplies from them. Today I needed a recommendation for pool services so I decided I'd give Hansen's another shot hoping they realized she was bad for business. Unfortunately they have not. Their loss since I called their competition and got exactly what I needed and the person was pleasant and not bitchy. Great job Hansen's......keep pushing customers away with poor representation! Of course she replied to my review right away. What a narcissist. She's right, I haven't used them in 5 years because of my previous experience with Maggie. Incredibly condescending and cocky. All good, there are other places that treat their customers with respect. Customer Service 101 - the customer is always right read more

Customer Experience Triple Play Web inquiry, No Reply Phone Voice mail, No return call In Person visit, After 15 min. left because there was zero help in the store There is a stand up sign {Maggie} and it says "I would love to hear about your experience" Sent email, and you guessed it No Reply What-So-Ever Go somewhere else I can not believe this place does any business at all Maybe it's just a "Shell" company With service like this, I can only imagine what the After Sale service experience is like read more

No one even comes over to help you. You can stand there for ever. I went down the street to Doheny's and bought a pool. I will spend my money where I am acknowledged. read more

I wish I could give zero stars. Horrible customer service. I ordered a hot tub cover 18 weeks ago and still don't have it. I have been calling for information and nobody at this business is helpful. I finally asked for a refund since I have no product and I was told it would be here in 2 weeks. My hot tub cover has still not come! What I was told would be 6-8 weeks for delivery is now on 18 weeks and the people that work at this establishment are condescending and rude when I ask where my product is. I would NEVER recommend this store. Hansen Pool and Spa is a terrible business with horrible customer service!!! read more

I ordered a spa from here on April29. It was scheduled for delivery in June. It wasn't the configuration we wanted but it had the earliest delivery date I could find, so went ahead with the order. On May 10 I received an email stating that it would be at least 8-12 weeks late. I called at the end of July and was told I would be kept informed but the spa wasn't in production yet. Yesterday I cancelled the order. They wrote me back that the spa is on its way and they are keeping my deposit. They say their deposit refund time is 5 days - but they moved the delivery out 12 weeks, conveniently after the 5 days. There is a waitlist forever to get spas right now, so they aren't going to be stuck with it, and these people are trying to price gouge in the middle of a pandemic. It is unconscionable and terrible business practice. DO NOT DO BUSINESS WITH HANSENS. read more

Tried gathering information from them in January. Web dept didn't send out quote as promised .Called back and spoke to a Maggie, who claims she is a family member. She didn't know what she was talking about in respect to the pools, she is very hypersensitive, soft skinned and rude. Tried telling me an electric heater would be most cost effective! (Probably because they cost $1000 more!) I sent her three emails asking basic questions and her response was canned and fleeting. They are not full service sales and setup. They use overpriced contractors to do the install. Almost double what any other company would charge to install. Glad I didn't make the mistake in giving them my business. read more

Maggie's has the worst customer service! We will never return due to her smart mouth and condescending actions! 15-20 years with Hansen Pool and never ever had an issue. We all understand trying times and new rules. This place was a shit show today and she fit right in! read more

Anyone interested in a Stealth pool that Hansens Pool and Spa is so proud of being an authorized dealer/installer do not go and waste your time or money. The sales rep Allison Hansen started off good and I picked out the Stealth pool and she confirmed numerous times it could be put fully in ground for an additional fee which was agreed upon. After pulling permits, having a land survey completed, all at my cost, along with having someone buy the current pool and deck that was currently installed in my yard, she informed me they are unable to install it fully in ground because the installers are "uncomfortable". Allison never had a real reason besides being uncomfortable annd blamed pool bonding issues, and because I wanted concrete around the pool that was another reason. I was also told putting concrete around the pool would not be any type of issue . After I informed her I will not do concrete, she still said they will not complete the job, but only put it semi inground. She also tried to upsell me into a standard style inground pool for 90k dollars. Apparently the 40k dollars I was spending was not sufficient enough for this company. I have not had such horrible customer experience in years and to this extent is inexcusable. when you inform a customer something can be done no problem that the Stealth pools can be fully inground as they are made for it and then have the customer go through the process of permits, surveys etc to be told no. They claim to be professionals and they are not even close to it. It felt like they wanted to play a game and that is about it. she refused to even let me speak to the owner or even have them call me because they apparently did not have a phone even though she called them while I was on hold with her and conveniently have the same last name as the store but she could not have the owner call me. Look up Stealth Pools and you will see them fully inground and concrete around the pool or paver patios etc. Do not go to this company or trust Allison. Pick a company who treats customers well. read more

Carly I believe is her name. She is wonderful and welcoming and beyond helpful. The gentleman is as well. I have spent a lot of money on chemicals, patio furniture along with random patio accessories. It's unfortunate that one employee can be so disgusted when you come in for chemicals or water testing. Customer service is key. Your competitor is literally a block south. read more

Wish I could give zero stars. Very poor customer service yet again. Done with this business.

Super impressed! I was in the market for a Freeflow Excursion hot tub. I'm in the Muskego area, so I had been looking around in Brookfield/Waukesha area where I was being told it would be about a 3-4 month wait. I did get quotes as well, but that long wait prompted me to call around and that's when I found Hansen's Pool & Spa in Kenosha (about 50 min from where I live). I talked over the phone with Maggie, who was super friendly and helpful, and she said it would be about 2-3 weeks. She emailed me a quote, for the better Premier version, with steps, out of area delivery fee with setup, and chemicals... my mind was blown, it was nearly $1500 cheaper than I was being quoted locally for the non-Premier version with no steps. Maggie made it easy to move forward with the purchase, did everything over phone/email. My hot tub arrived on time and the installers were professional and knowledgeable. The experience was amazing and so is my hot tub! Highly recommend! read more

Hansen's Pool & Spa - Freeflow Hot Tub from Hansen's - Hot Tub & Pool Near Me - Kenosha, Wisconsin

Extremely competitive hot tub pricing. We shopped around for a Hot Springs hot tub for months and this store was by FAR the lowest pricing out there. We ended up purchasing a Grandee model from them. They had an extremely attractive package and offered everything including delivery. Stores near Milwaukee wanted to charge thousands for the same exact package. We were more than pleased with the delivery time frame and the service we received in the store. Looking forward to delivery. read more

Last review and likely the last time I attempt to support this local shop. Frustrated from my call with Lisa I decided more gets done in person so I asked my wife to join me alto cost them. I couldn't decide if Hansen's was incompetent or just dishonest so I wanted to give them a last chance to get this right. It's was a liner....not very complex to order folks. Their building is impressive. We spoke to someone who seemed important because she was not wearing a uniform or name tag. She seemed pleasant too...but never offered her name. I explained my liner issue and showed her my CC bill with the charge. Her first statement was regarding Mother Nature. I was in awe that she tried to use Mother Nature as an excuse and Helped her back peddle with " and how does Mother Nature play into you not placing my order but taking my money more than 2 weeks ago". She agreed and continued to be pleasant and assured me she would figure out what they problem was and make sure we were all good. She went to the back and I decide to browse around and loo at things I normally stock up on. Holy cow were their prices BAD. Various pool floats were $10-15 more than they exact brand at Walmart or amazon. Chemicals were similar. Shop around people, the pretty building obviously demands higher prices and since liefer moved there is only Doheny in town now. A guy that looked important came to the rescue. He didn't offer his name. He seems in a rush and made me start from the beginning. It took some wrangling and he seemed to choke on the words when he said the first girl who took my order made a mistake and that's why the order was not placed. I asked him to verify if the leadtime and then asked about costs... Ah yes evasiveness again. I said look I just want a range here. He picks up a book and in 15 seconds $1000-$1500. I almost lost my temper. It was that easy to find yet they let me waste week screwing around??? I told him that was insane and to cancel my order. He couldn't care less and you could tell he wanted me gone before I made a scene. Not only are these folks dishonest ( they never attempted to contact me in those 2 weeks but Lisa said the other lady did try multiple times). They always had an excuse ( Mother Nature). They are evasive and try to get your money quick. They never once tried to show good customer service except for the woman I initially Placed the order with. They always blamed another person they worked with. Their prices are higher than everyone else. Spend a few minutes and check. Money placed have free shipping and some don't even charge tax. Sorry Hansen's but I won't send a $1 your way after my experience. Please invest some of that margin to some customer service skills workshops and own your mistakes. read more

Multiple times I have experienced poor service. It took me over 5 month to get a rotisserie assembly for a napoleon grill. I had made several calls and many not returned. I went in to see them in person and was told they would get back to me. I paid for everything up front. That was my mistake. I finally got it after 5 months of pestering. At that time I chalked this up to a bad event. Half a year later our hot tub that was purchased from this company needed service. The pumps were not turning on. I called the Service department and left a message with some detail. As the weather is cooling off I didn't want the tub to freeze. I called the following day and left another message. Still no reply to anything. Day 3, I call again and I ask to talk to someone. I talked to someone outside of service and they set up an appointment. The service window was over a 5 hr period. I thought that was a bit over the top. They showed up literally with 2 min to the ending time. When they arrived they seemed okay to deal with. They reviewed the tub and let me know there thoughts. I expressed my concern on their ability to follow up. I was also told that I would get some follow up information to verify if it was covered under warranty. Now we are 7 days later and still no follow up. So dissatisfied I can't begin to explain it. I am not one to talk poor about anyone. I have two terrible experiences out of two opportunities. I would be cautious with your expectations. read more

This is the 2nd time we have called Hansen's and haven't received a return phone call. We are waiting for a new hot tub that we put a deposit down on and I'm a little nervous. When we put the money down and ordered it I told Maggie we heard bad things about their service department and she assured us it was rectified as they have a new service manager. We had called to look at the insulation and they never called back I had to call again and now my husband called to get some dimensions and they called 24 hours later and said they were waiting for the manufacturer to call 5 days later and still no call back. read more

Excellent service. We stopped in Hansen's just to learn more about pools as we were interested in an above ground. After walking through all the different options, understanding what we were looking for, and finding the exact pool for our needs, we were sold. We really appreciated the time they took with us, the fast delivery, and their prompt answers to the tons of questions we had since January. Our pool has now been installed and we are waiting on the warm weather to enjoy it!!!! THANK YOU! read more

This store is a joke.i ordered a linear I called and they told me it was ready I had to drive a hour and 45 mins to the store and I went and it wasn't ready and then I put another order for a pump and the same thing happened.This store is a whole joke I wish I could give this store a -5 read more

Pool Closings? Returning customer Calls? Does Hansen's actually do Pool Closings? I called Hansen's three weeks ago, spoke with a store worker to schedule a pool closing. The store worker told me that I was the third person to call for a closing. I said, ok and so i am confirmed for the pool closing date? The store worker responded by saying even thou I chose a pool closing date, that someone would return my call to confirm or suggest an open slot. Lol gotta laugh here, because I was the third person to call to close my pool. There must of been an open slot. Lol. Even thou, the store worker was very nice, she could not give a definite answer. She indicated someone would call me back. No one has ever called me back! Not even to confirm the date which was yesterday!!! Hansen's you have to understand that customers come first and by doing that, a courtesy call of some sorts is in order. Don't just blow people off. Seriously, unprofessional! I could of been waiting until the cows came home. I called a different service and guess what? They gave me a time and date on my first call! Imagine that, a company that can schedule on the spot. And Hansen's is a big company but, they misrepresent services. Good bye Hansen's Worst Pool Company Service to schedule for needs of closing and opening a pool! Go somewhere else because Hansen's does not follow through! I was just informed that Hansens does not have any employees that close pools, yet. Why advertise this then, Hansens????? One thing that I despise most is a business justifying their own faults. No one even attempted to call me back. I called three times and got the same reply...someone will call you...LoL I am glad I did not wait. COURTESY COURTESY COURTESY! I will never use your so called services or products. I see that your response is the same for all bad reviews. Which makes your response non-personal. read more

I have been trying to get a replacement part for my filter for the last week. After 2 failed attempts where they gave me the wrong part they do not return my calls or messages. I don't know if they are trying to get the part or I should look elsewhere, It would be nice to get an answer one way or the other. i hate missing these hot days with a half full pool. read more

Love this place! They're honest and dependable plus have the best products in the region!

Poor customer service. Great when you're buying but awful when you need repairs. Never call back. I won't buy from them again..

Extraordinarily poor customer service communication and support. I bought a pool heater last season (the second one from them) and it failed in the middle of this season. I called on a Friday to ask about service for the heater and was told they would get back to me. Of course they did not, and I followed up the following Monday. Again I called and was told they would give my information to the support person who would call me back. Later that afternoon I spoke with the "support" person (I initiated the call - it never came from Hansen's) and explained my issues with the heater. He said it may be simple to remedy and that he would plan on a site visit on Wednesday, and he wanted me to send some pictures and video to him. I sent video to him that very afternoon along with an email making sure of receipt. The next day (Tuesday), almost 24 hours later he replies to my email asking how many videos I sent. After I told him that I had sent three, he replied that it seemed to be tough access to address the leak. I asked again on the possibility of a site visit, he started to waffle and asked for a couple more pictures of the setup, which I sent. The next morning (Wednesday) I emailed again asking if the pictures were received and if he still planned on coming out. The reply I received Wednesday morning was "So I've talked to another manager and looked over the videos and pictures and we have determined we are not going to be able to do anything today about this. As you obviously know, the heater is pretty bad and I'm going to gets manufacturer involved to help on this." This despite the heater still being under warranty. On Thursday morning, I emailed the support guy to let him know that the communication was poor, and that if he cannot help to just let me know and I would move on, as I need this issue resolved with a minimal of foot dragging. The catch here however was that I copied Maggie (the same Maggie that is trying to add rebuttals to all of the other negative reviews) and wouldn't you know it, I received an almost instant response from support. First, the response from support: "Understood, yes as I mentioned on Monday we are still very busy. I am still working with the manufacturer because there is significant damage. This will not be a quick fix. When I have more information from them I will let you know. At this point I would bypass your heater so you can still use your pump and pool". Ok, an acceptable answer, but why must it feel like I am pulling teeth to get it? That would have been an acceptable answer to me on Tuesday after seeing the videos and pictures, not on a Thursday. But wait, there's more. Maggie decided to respond and defend support guy by saying 1) Hansen's will not repair it due to the apparent extreme damage and 2) they will not repair under it warranty because I have not gotten my chemicals from Hansen's and they have no way of knowing the composition of the water. essentially blaming the chemicals for the issue (which in all probability is the case, I mean really, what else could it be? Although interesting in that the first identical heater survived 7 years in the same water). Regardless of the cause, they essentially sidestepped any responsibility here. Regardless of the cause, I simply wanted it fixed, warranty or not; and I feel I was stonewalled. I shouldn't have to chase everyone around for answers; if they valued customers they would have been very responsive, even if they couldn't resolve the issue. Perhaps if they had been able to communicate with me and be upfront with me from the start, I would still go to them for my pool supplies, even with the high prices. No more. read more

When working with Hansens Pools we realized we did want to go with a less expensive lid because there sales person assured us that even though we are getting a less expensive lid which was our choice the lift we ordered would work. My whole issue is that there sales person wasn't aware of what would work with the less expensive lid we ordered. We as consumers make our choice but we also rely on the sales person to help us in getting the right product for the item we are ordering. I appreciated the message from Maggie the Manager in taking the the time to respond but the issue wasn't that we chose a less expensive product and we did but it was that the sales person didn't know that the lift wouldn't work with our cheaper lid. As a somewhat intelligent consumer I would not order a less expensive product if the sales person had advised me that it wouldn't work. read more

Recently purchased a hot tub and a green egg grill! Employees were knowledgeable and installation was quick. Looking forward to doing my future chemical and egg accessory shopping with them!! read more

Buying from Hansen's has been the worst experience of my life. No one wants to help you and they all point the finger at each other and say they will call you. No one calls back and all their subcontractors never come out when they promised to come back and fix things. I would not buy a pool from them again. read more

We went in to Hansens Pool and Spa looking to purchase a new smaller pool. We decided to just replace our current pools liner for the time being but ran into problems and was unable to salvage our current pool. Hansens charged our card for the pool liner that we never picked up. I requested a refund on my card and it has now been 3 weeks I have been trying to get my card refunded. I spoke with someone on June 2nd and my card was to be refunded that day. It is now a week later June 9th and I still have yet to see a refund. I can not get a hold of anyone there at hansens. I just get the voicemail and no one returns my calls. We have been talking about now buying a new pool again but I will not be buying from Hansens do to their horrible customer service. Such a shame that they have lost a potential customer. I do not recommend using this store for any of your pool or spa needs. read more

Horrible customer service since the minute we paid. On the day of delivery, the time window came and went. They finally showed up 2 hours after the window closed. Our patio wasn't set up yet so we set up a time for them to move it from the garage to the patio. We had to hire someone else to move it because they didn't have time. We had to order a part. It was under warranty, but it took more than 4 months to get in when we were told it would take a week. We had to order another part 5 weeks ago. They stated it would be ready for pick up in 1 week. Still no part. We have been calling and being told they are too busy to take phone calls. They took our number. No phone calls back. Spoke with the lady today that we were told is looking in to why it's taking so long. She's the manager of "everything". She stated it's the first she's heard of us. She also doesn't handle day to day issues. We just want to use our hot tub. Please save yourself and buy somewhere else. read more

Buying my pool from Hansen's was a pleasant and easy process but unfortunately that is the only good thing I can say. Once I began to experience problems with my filter my experience turned into some sort of twilight zone nightmare. The staff in the store became extremely defensive, accusative, dishonest and just downright nasty! It has been the most bizarre experience I have ever had with a company in my 51 years. All I wanted was my issue addressed, nothing more, nothing less. read more