The service department here is very unreliable. They take days to call you back when you leave a…read moremessage and you have to leave a message because they never just answer the phone. Most times you have to call back and leave reminder messages. They or someone they go through installed a liner on our inground pool and probably a year later there are bumps all on the walls of the deep end and they won't call back or schedule anything to come take a look as to why it is all bumpy. They installed a motor and 2 years later it died. Come to find out, after having a different company service it the wire that was hooked up to it burnt it out. So instead at time of install suggesting getting the wire updated they just connected it knowing. When I called to see when the motor was installed I let them know I was having someone else service it their response was basically 'good luck to you'. I will continue to try and get them to do something about my liner seeing how they put it in but they have lost my business. No issues with the retail business though.

Paquette Pools and Spas has the most amazing customer service and very prompt! These guys are the…read morebest in pool care! They saved me with a heat pump they had in stock for a fraction of the price from the original installer.

I hand a in ground pool liner put in. It is perfect. The young men did a fanta job. Then had Josh…read moreback for a leak in my line. No fault of Marklynns fixed it in no time Thank you for both great jobs.

Second liner replacement from them after first lasted 22 years. Great service, installations team…read morewas flawless and fast! Perfect and very happy with the experience.

The owner of this store has no clue how to conduct good customer service. I've spent a lot of money…read morethere on pool chemicals and even bought my hot tub there a few years ago. A couple of times now I've had a return for whatever reason and he was not accommodating. He's rather rude too. I'll be bringing my business over to Blue Dolphin instead! Maybe someone should tell him how to run a business and make customers happy if you want it to succeed!

Huge shoutout to Nicole, she's very patient and so kind to help a bonehead like me. I'm a new pool…read moreowner( 3 years) but who's counting. Lol she was great she stayed on the phone for me and told me how to do it and I eventually got it. Thank you. Honestly the whole crew has been helpful and thanks you all!!! Thanks Colby, tony and Nicole.

They can sell you a $20+K hot tub with their "employee-owned company" sales reps - but ask an…read moreemployee and you'll find out that 'employee-owned' is total b.s. The delivery people were great - but try to get ahold of anyone with questions, and if you ever get a call back after trying every phone number and always getting voicemail and leaving messages, they won't have an answer but will tell you they will get back and they NEVER DO - this has been going on for over a year. The WORST CUSTOMER SERVICE ever! Beware: buy your Hot Springs spa somewhere else!

Adam was incredibly thorough and helpful. Would highly recommend! Excellent guidance. Felt very…read moreconfident that we made the right choice with our purchase.

When we set out to get a swim/spa, we looked at ThermoSpas, Endless Pools, another Canadian company…read moreI don't remember, and Master Spas. We specifically wanted to separate the hot tub and swim sections. ThermoSpas didn't offer that option. Endless Pools didn't contact me back till a month after we had signed with Crocker sales. Finally we took delivery of a Michael Phelps Momentum Deep a couple weeks ago. In order to get this, we had to completely replace our deck. We could have put it out in the yard, but that would have been too much of a hindrance for it's use, especially in winter. Crocker Sales took care of designing the deck to our specs, tearing down and removing the old deck, and building the new. When we're ready to cover the deck with a 3 season (taken into account in the initial designs) they will probably be doing the work. We went with Crocker Sales for the construction because we figured they would be best at integrating the swim/spa into the deck having done it so many times before. I Just wish we could have afforded a bigger deck. This swim/spa is HUGE!. Figure the swim spa at about 10' x 20' as a guideline. Since our water is from a well, we decided to truck it in. It only took about 5 minutes to fill all 2,500+ gallons. Once the chemicals were at the correct point, we've only missed one day getting in it. Most times it's just the wife and I (thank God for homework...). A coupe times, one of the grandkids was over then everybody was in. Even in the midst of snow and freezing rain, everyone was playing away. They absolutely love it. The oldest still at home can't stop thanking us for making the investment. Now to the analytical part. Andrea has been fantastic. Truth be told, the entire team involved from design, to tear down and building of the deck to answering questions over the phone have been fabulous. Rarely a day doesn't go by that i'm not calling with another question. They take it in stride and answer cheerfully. The lack of a 5th star and almost a 4th star, comes from Master Spas design. Our main gripes are four fold. 1) Running the spa in winter taxes the heating system. The hut tub is unable to maintain the 104 degrees with an outside temperature around 30. It drops to about 90 and holds there. The pool side is set at 90, we do more playing than exercising right now. It has no problem maintaining that temp. 2) In the hot tub, you need to use a diverter to shunt power/water from seats on one side of the hot tub to the large foot massage jet. 3) the control displays are small. Very small. If you need glasses as I do, you may have a hard time reading them. If you don't have the wifi add-on, so you can use the SNAPP app, you will regret it. However, the app may be unavailable for you right now, see below. 4) Lastly, one of the features of the pool is creating individualized workout routines and tracking your progress via the SNAPP iPad app. Unfortunately, Master Spas has yet to update the app to iOS 11, as of the writing of this review. iOS version 11.0 was released 2 months ago, with developer versions coming out months before that. Yet, Master Spas has yet to update their app. So NO individualized workout routines. everything has to be manually inputted on the small displays. No names, no memorized routines, no scenes, etc. In summary: PRO's: Sales and Support Staff Getting that relaxed feeling DAILY, you only get on vacation Daily exercise that I'll actually do Having your own hot tub, even being snowed on while you enjoy it. Having the whole extended family over to enjoy the swim/spa with you. CON's No working SNAPP app as of yet Needing an extra or stronger hot tub heater Needing another pump to eliminate the need for a diverter Larger displays with input ability

TERRIBLE SERVICE!!! I bought a $20,000 master spa Michael Phelps edition at the Merrimack store. I…read morewas promised an extra filter kit plus certain items with the purchase of the hot tub. It was not sent on the delivery date. The sales rep who represents the store promised to have those items for me. I was told I could come by and pick the items any time so I went there a few months later because I reopened the hot tub for the cold season. When I came by the store to pick up the items that were not delivered, I was told the sales rep no longer works for the company anymore therefore the store refused to give me the items I paid for. Sharon the manager said that it's not their problem but rather my problem that the sales rep didn't write it down and refused to give me the products I paid for a few months back. Since the rep doesn't work there they told me that I have to take it up with the fired rep. "What kind of response is that?" It's not my fault that their incompetent sales rep failed to do their job. That's on the company for the lack of training and incompetence for failing to do their job correctly. At the end of the day it's theft and therefore not the customer's responsibility to pay for the mistake of their sales rep. As for the response that I need to take it up with the fired rep and told to get my money from them, so unprofessional. They should be responsible enough to contact their rep, not me and they should honor their sales because at the end of the day it's their company and it's their reputation on the line. This is dishonest and disgusting customer service on so many levels. I wished I followed my gut to have boughten a hot tub somewhere else because I had a bad feeling about this place. Sharon the store manager told me the sales rep had a history of making false promises and not writing things down but how is that my problem. I just want what I paid for. The only thing she offered was 30% off the items that I never received in the first place so I basically paid twice. My next step is taking this to the Better Business Bureau for further action on this robbery!!!

This was our second time TRYING to shop for a hot tub here and it's like they just don't want to…read moresell you one. The first time( 3 years ago) was post covid and they claimed that they couldn't get any. This time, the guy who was at the counter knew absolutely nothing about them. He claimed the salesman was at lunch and would be back soon. We left after 20 minutes of waiting AND left a phone number for him to call us. He never called.

They are horrible with communication. They CAN NOT keep to the schedule and to top it off the…read moreinstallation is substandard and they take short cuts where ever they can. They do not consult as experts in the field - all they are interested in is getting your money digging a hole and dropping in a pool. My pool sat for over two weeks (unable to use) with a plumbing leak they used my house water to try to refill the pool until my well gave out. I am still waiting for them to come back and complete the installation. But they did cash the 90k check I wrote

Great people but terrible products. Got this pool installed (perfectly) 9 months ago. Save your…read moremoney and don't get the Trevi 211 with "reinforced walls" and don't get the upgraded liner. Did not come with a skimmer plate and was told it didn't need one. Water was drained below the lip. Not worth the money. If it's damaged it is not covered by the supplier/maker. Also told warranty does not cover defective material damage because they label all of it as "natural causes". Why have a warranty then. Had a tin pool that lasted over 20 years and it was your basic bottom of the line wall and liner. Should've stuck with that!

Needed to replace motor/pump for pool quickly. Left message 5 days ago ... no return call!read more

Amazing team! Great communication, smart and knowledgeable. This team helps explain what to do, how…read moreand when! Super friendly and thorough. Highly recommend

Have had 3 services, including a repair and equipment upgrade by Wicked Pool Service. Each time was…read morean exceptionally pleasant experience. I felt that the team was very invested in providing top notch service. Will definitely continue to use and support the business.