If you are in the market for a spa, you owe it to yourself to stop by Creative Energy in Concord…read more Buying a spa was a bit of a learning and daunting experience for us, but the team here including Angela, Michelle, Jesse, Alex and Fred were simply old school customer service. Angela guided us through the selection process with a ton of patience and expert advice. Michelle helped us with some financial concerns. She was professional and articulate in explaining the benefits of doing business with her company. Jesse was outstanding coming out to our home and going through the options of maneuvering the spa from driveway to back patio, and is coming out again tomorrow to go through the spa sanitizing process. Alex did a quick turn around with his schedule so that he could take down a portion of our fence prior to delivery and then a day later come back and reinstall the fence panel afterwards. Finally, their electrician Fred came out to our house twice prior to doing the required electrical to discuss best case wiring option, and then again when we reconsidered which option to take. All the above is why you should consider purchasing your spa from a local dealer like Creative Energy. They walk the talk about customer service.

We spent about $20K on a new Highlife HotSpring spa from Creative Energy, installed in early 2024…read more Part of the selling point was the "awesome" warranty that was pitched as part of the sale. If you buy from Creative Energy, they are your dealer and they are your only source of warranty service if you live in the area. You are stuck with them, for better or worse. We have been meticulous about maintaining our tub. Well, as of now, we've had three issues with the tub, one with a drain valve cap not securing properly causing a leak, someone from the sales team coming with a new one, cranking it on as hard as they could to the point we could no longer remove it, not being able to stop the leak. So a technician, who was about as unfriendly and accusatory as it gets, comes out and gets the cap off and secures it properly. Frankly, it should not take a technician to get a screw-on cap on correctly. Of course, the technician tells us that it isn't a warranty issue. We then subsequently get a bill for a $150+ for a service visit, which was not communicated to us before said technician came. We complained and they did waive it as a "one-time courtesy". Courtesy for what? Their own sales representative who plays with their tubs every day not being able to fix what their nasty technician said was an "easy" problem to solve? Not too easy, obviously. Two issues already this year (2026). Our tub cover started to fray prematurely to the point that rainwater was getting into the tub and causing overfill. So we were heating more water than design and having to constantly pump water out. Fortunately, we were just inside the two-year warranty period for the cover (NOTE DIFFERENT PARTS HAVE DIFFERENT WARRANTIES). Unfortunately, Creative Energy does not stock covers (or at least the one we needed) and the replacement had to be made-to-order, which meant a many weeks wait. The real fun began when they told us that we had the option to come pick the hot tub cover up from them once it was actually ready, install it ourselves, and dispose of the old one ourselves or pay them a more than $225 or to deliver it, install it, and haul off the old one, for a warranty item! Most people don't have pickup trucks that can hold a 5-person tub cover (we don't!) and disposal would have cost us significant money to deal with it. It also would take us time to install the cover and who knows if we would be doing it right. I asked how much the cover itself ran and was told it was about an $800 part. So, for a warranty issue, we were asked to pay 25%+ to have it properly dealt with. After wasting time to complain again, Creative Energy did knock the fee down to $150, which still just seemed ridiculous. We were at their mercy though and had to pay it. The rationale they gave is that the manufacturer doesn't cover disposal or delivery/installation of a warranty replacement. Now we're at about a few weeks ago now, where I notice the tub is suddenly slowly leaking from its bottom (again tub is still under the "awesome" warranty). This time, it's a $159 charge just to get someone to come. Well, technician comes out the next day, with both my wife's phone number and my phone number in hand. Despite my request, the technician does not call me to let me know what he found despite my asking him to do so. I've never had a technician for anything leave me hanging like that. I hear back from Creative the next day that he can't find the source of the leak, and recommends that the entire tub be carted back to the shop for further investigation. Of course, that immediately prompts questions how is this going to work with the electrical work (not covered with the purchase) that I had do to get the tub wired, would I have to deliver the tub?, etc. Well, this person tells me that some other person will get back to me the next day because that was a different department. Of course, though, they're happy to send me the invoice for the service fee. Well, next day they don't believe their own technician and decide to send their service manager out for another look, but not until nearly two weeks later, all while the tub continues to leak. They did waive the $159 when the service manager told me that the previous technician basically did nothing. He comes out, finds and solves the problem very quickly, (a small plumbing fitting that needs replacement). So, while the manufacturer apparently covers labor, seems like the $159 I was originally asked to pay is just additional $$$ to Creative Energy for what turned out to be a nominally priced part. And, two more weeks of unnecessary leakage, thanks to it not having been properly diagnosed and fixed to begin with. Too much hassle, nonsense, and nickle-and-diming for a $20K high-end hot tub purchase. These folks are great when you buy from them, but will hide behind the manufacturer when things go wrong and forget that you are also their customer. At their mercy until the warranty runs out, but buyer beware.