Purchased a hot tub during Covid and often stop for refills and new products. Friendly staff and often have parts in stock

We purchased a hot tub here 4 years ago. The store was set up well. Sales people were available for questions but not hovering. We made a purchase during their big sale. We got a beautiful hot tub. They explained all features and warranties. Our tub was installed about a month later. We had to wait for electrician completion. The store and salespeople were fine. Where they really stand out is service. We were having an issue with the tub going into protection mode. I called and they scheduled service. We didn't need to be home. We couldn't be happier with the service person. My phone kept breaking up at his name. But he was outstanding. Our repair, it turns out, is an easy one AND under warranty. Although these hot tubs are expensive, they are worth every penny. Very happy with our salt water hot tub purchase. read more

Over the past 30 years, I've purchased four hot spring tubs, and overall, the customer service at Mainely Tubs has been pretty good. However, they tend to drastically overcharge for parts. For example, when I bought my most recent tub, I also purchased a cradle for the cover. This cradle has a simple locking mechanism made from a 7-inch piece of PVC pipe with two holes and a notch drilled into it. Unfortunately, this piece is quite fragile -- it's just plastic -- and mine broke. When I went to Mainely Tubs to replace it, they charged me $90 for that small piece of plastic. Yes, $90. I ended up making the same piece myself for just 60 cents. I wanted to speak with someone at Mainely Tubs about this, but I was told the manager wasn't available. Honestly, I find it outrageous that a company as large as Mainely Tubs -- especially considering I spent $18,000 on my hot tub -- would charge such an excessive amount for a simple plastic part. When I asked them about the price, they said it was their manufacturers fault, Watkins manufacturing. I think this is somewhat of an abdication of responsibility and they should deal with this a little more proactively. I've also noticed a decline in their service over the past couple of years, which is disappointing. I hope someone from Mainely Tubs will reach out to discuss this further. read more

Mainely Tubs - Hinge lock - Hot Tub & Pool Near Me - Scarborough, Maine

tl;dr: Mainely Tubs can sell and install a tub. However, if there are any issues after the fact, their service department *will* disappoint you. I really *want* to praise these folks, but they just won't let me. My frustration with their service continuously gets the better of me. Our story . . . We ordered a tub, that went fine. It was delivered, that's when the problems started. :( 1. The tub comes with an electrical box to house the two circuit breakers. It installs outside the tub. Mainely Tubs neglected to provide it, and we found this out on the day I had the electricians onsite to wire the tub. They found one in their Rye, NH store and I drove there and back to grab it. They gave me a free spa filter for my trouble. Note: Honestly, they should've delivered it. It was their mistake. They said they had no one available, but when I was there, there were several employees onsite. Let's be honest, they could've delivered it if they wanted to. *Someone* could've delivered it. 2. The tub leaked slowly from the moment it was filled. I called three days after the install (I wanted to give it a few days to make sure it was actually leaking). This is when I began to understand who they were. When I called, I gave my name, order info, the date of install (three days earlier) and said that the tub leaked. The woman on the phone asked if I had winterized the tub. Mind you, I had received the tub two days earlier. She had the order in front of her. OK, whatever, moving on. I asked her to send someone out to fix the leak in this brand-new tub. This is when I'm told that someone can come out 13 days from now. Again, mind you, this is a three-day old tub. My expectation is that this will be a priority for the company (they just installed it!). It wasn't a priority. I complained a bit, and they agreed to get someone out sooner. The tech that came out didn't see a leak. He thought it might've been stagnant water from the tub install. Of course, it was 90 degrees, and the tub is in the sun and the puddle isn't going away. But OK, we shook hands, I gave him and his partner $20 tips each, and off they went. A few days later, tub is still leaking. I call again. Same run-around. Same lack of response. Same scheduling weeks out. Again, this is a brand-new tub. It's leaked from day 1. No one at Mainely Tubs cared about that. The next tech comes out, doesn't find a leak. Puddle still there. He thinks there is a leak, but can't find it. I call again, asking to speak with a manager. After many hoops, I get a gentleman named Max to call back. He's nice enough and seems to care. It's a shame it took so much effort to get to him on the phone. Another tech comes out. Confirms there's a leak, likely from the drain valve, but they can't see it without putting the tub in the air. Max schedules a pickup for a week later (again, speed and priority doesn't matter here). They don't understand that when you install a $14K spa, and it doesn't work, schedules need to be reworked to prioritize that. Ultimately, they picked up the spa, they found the leak, they fixed it, and they returned it. And what did Max say when he called to check how we were doing and apologize for the trouble? He didn't . . . 3. The front panel doesn't fit correctly. I have to hold it up with a block of wood. I have told every technician I have talked to, on the phone and onsite. None will fix it. Even when they picked it up and brought it back, the front panel still doesn't fit correctly. Conclusion: Mainely Tubs can sell and deliver a tub but their service department is lacking. If you've ever led a successful service organization, then you understand exactly what's going on with them. They can provide basic service for basic issues, on *their* schedule. They don't understand prioritization and customer service. Any company can do great when things are going well. But you find out who they are when things don't go well. Problems happen. That's OK. It's a company's response to a problem that tells you what you need to know. This is where Mainely Tubs falls short. read more

Do not purchase from this company. They do not stand by their product. They did not hook the hot tub up proeprly resulting in mehaving to try to fix issues that was their fault. They push fees onto their customer for issues that they caused. read more

Mark Jr and the C crew were so quick and efficient this morning!! They thoughtfully explained how to take care of my tub and helped me understand what to do in case I lose power this winter!! read more

When everything is perfect in the world; you never really know how good customer service is from a company. I have had some great experiences with Mainely Tubs and their service department in the past on my old tub. This years' experience did not go quite perfectly, but the Service Manager and I communicated, and the team there came through, exceeding my expectations on how to move forward, again confirming their professionalism and customer service acumen. You will not find any team better. read more

Just wanted to say how AMAZING Owen Sprague is!!! I reached out to him, fearing the worst (white mold) and he quickly had my problem solved and my anxiety gone! I have NEVER has such great customer service in my life!!! Thank you Owen, and Mainley Tubs.....we love you guys!!! Keily Tanguay read more

Awesome people. Jordan ensured the tub was perfect for us. Delivery was flawless. Our 2nd tub from them.

Alan M from Mainely Tubs in Hanover was great to work with. Super knowledgeable and he worked with us at the price point we were at. One of the chemical testers was missed with the materials that were brought during installation, so Alan personally drove it to my house that evening! Many thanks and would certainly recommend. read more

I purchased my hot tub a year ago from Mainely tubs in Bedford, NH. The service was great and I was very happy with my hot tub initially. With that being said, I recently had an issue with my hot tub filter being cross threaded. While i understand my warranty expired 4 days prior to them coming to look at my hot tub and it was not their fault that i used an after market filter, i was told that they would need to bring my hot tub to the shop for $1000 deposit and they didnt have any idea on when they could fix it or how much the repair could be. It made me feel uneasy that they didnt have an expected timeline for repair or what the cost would be. I didnt feel comfortable dishing out $1000 for no answers. I had two other local hot tub companies look at my hot tub to compare and both told me that they could cut the filter out and it would be under a $300 job. I do not feel that the tech explored all avenues when he was here to service my hot tub and i got a $135 bill for no answers. I feel that Mainely tubs was looking to make a quick buck and quoted me for an expensive job when it was an easier fix. I also had to follow up twice before someone from the service department got back to me. I wish i had a better experience. read more

No callbacks, no response to emails regarding service or anything. Not a very responsive place to existing customers. We won't be back to buy our next hot tub from them. read more

Had to use them to service our tub again. Had to follow up with customer service again. The technicians are great but the other side of the business could use some better help. They could use some competition in the area. read more

Bought our HT from Mainely tubs 5 years ago. Mice have been getting into the circuits of our tub lately. Diego, was our technician and fixed the damage and told us everything we needed to keep the mice out for good. He was cool to work with and one of the best at Mainely tubs. Our tub is pretty low maintenance, but when it does break Mainely Tubs repair people always get it fixed in a timely manner and at a fair price. Getting a tub is great but if you get one from a company with a bad repair team, you will pay more over the long run. Get your Hot tub from Mainely tubs and you won't have to worry, you can just enjoy your HT. read more

I would have given them a ZERO. SERVICE DEPARTMENT IS THE WORST IVE EVEN ENCOUNTERED. STAY AWAY WITH ALL YOU GOT. They broke and damaged our hot tub. We had to bring experienced and knowledgeable service people from Augusta Maine. The guy had to undo everything Mainly Tub service group had to do and fix the hot tub in 2 hours time. STAY AWAY with all you got. read more

Always reliable service, have purchased hot tubs and saunas From Mainely Tubs and wouldn't go anywhere else

I was having a little trouble with my hot tub leaking upon initial fill, and the service department responded immediately. Dave was my technician and was professional, friendly, and punctual. Above all else, he found the issue, resolved it, and now I am happily hot tubbing! Excellent customer service and service! read more

We had a major issue with service and we got a call from Mainely Tubs to apologize and someone came out to fix it! We are now happy with them again. I don't know what happened but the tech person gave me bad advice - the same tech person came the second time and fixed the problem. THANK YOU Mainely Tubs! read more

If I could give negative stars I would. Worst service for the cost I have ever had! They do not stick to there deadlines, and answer emails days later! I'll make sure no one I know goes here! Choose a different company! read more

I purchased a Hot Springs spa from Mainely Tubs two years ago. At that time the sales and installation folks were great to work with. I recently had an issue and they came out the same day and fixed the problem. The service tech, David, was knowledgable and efficient. He was also open to my questions. A great hot tub and a very good business to deal with read more

Mainely Tubs is very thorough and professional. They have maintained our hot tub since we purchased it from them 8 years ago. Our only issue is that their prices have increased significantly-$350 just to winterize it, so we might have to look elsewhere to cut costs. read more

Quick and efficient service, courteous and a well-stocked showroom. They're a convenient source of supplies, but definitely not the cheapest - expect to pay up to double for many items (filters, chemical cartridges in my experience.) That said, they're there when you need them. read more

They do a great job servicing my hot tub twice a month !! Live the company and people that work there! read more

Mainely Tubs - Looking from hot tub to mount Abraham Enjoying.... - Hot Tub & Pool Near Me - Scarborough, Maine

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The customer service is horrible. The perfect example of over-promise and under-deliver. Rob in customer service gives nothing but excuses and never calls back when he says he will. Our refurbished tub has been leaking since delivery and the tech that finally came out said it was a problem before we owned it because the back panel was removed and nailed back. clearly it was not fixed before sold to us. I would never recommend Mainely Tubs to anyone. read more

Maine winters can be brutal but wicked beautiful, as locals say here. More than just bearable for me now with a Finnish sauna :-) Tip: sale till 1/31. 10% off + discount for instock saunas + 3% off none credit purchase + free install/delivery within 50miles. read more

Mainely Tubs - sauna by Finnleo (Finland) - Hot Tub & Pool Near Me - Scarborough, Maine

We had to chase customer service to help us with a simple issue on our new 20k hot tub. Instead of trouble shooting over the phone for a simple fix they scheduled a service appointment over a week out then never came and decided to reschedule for the next day wo telling us. Charged us 135 for a 30 sec fix they could have helped us w over the phone. read more

Be careful of this service provider. It took them 4 visits and $1,000 to diagnose and repair the sauna heating system sourced through them. They use minimally trained personnel and have poor follow upon field personnel through the "service" depatment. Their process of repair was to test the changing out of parts until they found the correct combination. It did get repaired but I could have purchased a whole new system for essentially the same cost but from another vendor. Buyer beware. It's now employee owned and has lost thr drive to do things well. read more

I have been a customer from this company for numerous years purchasing two tubs. Realizing COVID etc but this is a small very few person company and they NEVER answer their service line. This company sells many hot tubs that are technical and need special knowledge. I'm sorry to say that Mainly Tubs are not backing their previously sold products. I would recommend reading another companies reviews before spending $10,000 on a tub from this company only to get an answering machine to get a question answered. SAD!!!!! read more

Do *NOT* do business with Mainely Tubs. $95 an hour for an untrained service technician to work on your tub. Their techs make $15-16 an hour while you as a customer are charged $95 for that hour. Parts are the typical 50% mark up so you can find the same piece online for cheaper. ANY neighborhood handyman can perform the same service you're being overcharged for. Mainely Tubs is dominating the industry without obvious competition. Don't feed the ones who don't care about you. Employees, if it wasn't clear enough, are NOT trained prior to servicing your tub or your water care. read more

Had a great experience with Mainely Tubs. Michelle, our sales person. She was extremely informative and listened to our needs. Very happy with the entire experience. read more

We had to wait a long time for our new cover, not due to anything from Mainely Tubs, just due to shortage of everything! When it came in we opted for delivery and removal of our old cover. The delivery team that came were professional, and quick! They also noticed that one of our old clips was broken, and they took the time to fix it for us, just to make sure we were 100% satisfied. I appreciate not only the friendly service, but the willingness to go that extra step. Keep up the great customer service team!!! read more

My wife and I recently went to replace a 20-year-old tub working with Jordan at Mainely Tubs It was an absolute delight. The installation was flawless. The tub was right and our experience after the sale was even better than before. I can't say enough positive things about their professionalism and care in the sale, delivery and even months after. read more

We bought A Hot Springs tub from Mainely Tubs in 2011. That have serviced it since and we could not be happier with their service! They arrive weekly during the summer to check the chemicals etc. and are always prompt, professional and very competent. They also winterize the tub in January and "wake" it up in the late spring each year. The tub continues to perform as well as the day we bought it! They are a first class business. read more

We absolutely love our hot tub and service with Mainly tubs. The guys that come are professional and explain things. They answer my questions. we use our tub every day and owned it about a year now. Best people to work with. read more

Beware! All sales. I went in last year before the pandemic and put $1000 down on a hot tub. The pandemic hit and like a lot of people my finances changed. I could no longer afford a hot tub. I explained the situation to Mainely Tubs and all I got was "sorry no refunds." I was told I could put the deposit toward something else. I can't afford something else. So I guess I'm out a $1000. So much for doing business with a local company! Let the buyer beware! read more

We bought our hot tub here and they told us that they could service it also,after a couple of years later we started having leaking problems, I removed the front panel.and sure enough it looks like a manufacturer's defect, we called for service and they told us they do not service that area. Total bs. We will never buy or recomend Mainly Tubs. Very disappointed. read more

I bought a new hot springs spa in 2018. I have noticed it used some water every month but thought maybe that was normal. UNTIL one of the fittings finally let go late 2021. Got no help from the dealer other than to tell me it only had two year warranty and call the manufacture. So I pulled off some panels on my own only to find multiple fittings have been leaking since day one and no primer was used during manufactur. After months of back and forth with Watkins they basically told me I was on my own. Sandollar in brewer where helpful and treated me right with some parts but these are very cheaply built units with very poor customer support. A $8500 purchase should last more than 4 years especially in an enclosed room. Save yourself a few thousan dollars and buy through Oceanside spas. These guys do not stand by their products. read more

Walking in we didn't know what to expect, walking out we had just put a deposit on our new hot tub and could not be more pleased with our experience. Colin out of the Rye store was wonderful to work with. We highly recommend him. He was patient as we ran through our long list of questions as we had never had a hot tub or pool and didnt know what to expect. He was very knowledgable and he made us feel comfortable taking the time to answer all of our questions. We could not be more happy with our experience at Mainely Tubs and our sales person, Thanks Colin! read more

I live in midcoast Maine - 2 hours from Portland. I was worried that buying from Mainely Tubs would make it hard to get regular service for our hot tub but that has proven not at all to be the case. In fact, it is easier getting hot tub service from Mainely Tubs than it is getting local service for things like our furnace! Mainely Tubs has regular weekly service in this area which makes it very reassuring - especially in the winter - when we especially love being in our tub on the amazing, cold, clear nights watching the stars. What I also love is that if something is repaired but isn't quite right, they come back without charging an additional service fee as they consider it all to be part of one call. read more

Excellent customer service; wonderful experience with the delivery, installation and service on my new tub. Always returns phone calls in a timely manner and is very patient with my endless questions read more