If there was a zero option I would have selected that. Worst service experience imaginable. When you call for service you get an uninformed, unprofessional call service -- and never get a call back. Not what you expect when you drop $14K for one of these. DO NOT DO BUSINESS WITH THESE PEOPLE!!!!!!!! read more

I've scheduled service on my spa seven weeks ago. It took two weeks for the service person to come out. New England Spas would not provide me any information on his arrival time (morning or afternoon). He then stated that he needed to order a new controller and 2 Moto Message jets. He nor New England Spas could / would me the price nor when they would be available. This Wednesday, the tech showed up with the parts. He replace the controller and the 2 Moto Message jets. He did not test either one and left. I received an invoice for over $1400 and the 2 Moto Message jests do not work!!!!! It's impossible to talk to a real person. They do not provide and estimate on the cost or time during the day. Not even morning or afternoon. They are happy to sell you a new spa, but be very careful, they have the worst service I have ever seen. read more

Great store in Norwell. I bought my second hot tub here. They listened to my needs and sold me a great hot tub at a great price. Delivery was on-time and the setup went perfect. They supplied me with the right chemicals and walked me through the easy care and maintenance of my tub and were helpful when I vcalled back with an electrical question at a later date. If you want a tub, stop here and ask for Rob Cotoia. He gets the job done for you. read more

We purchased our Spa almost 5 years ago and absolutely love the product. Our outdoor spa is most definitely not a materialistic item, it is a part of my family. We are heavy users, therefore with that, comes upkeep, patience, and damages. Here are my pro's, con's and suggestions. Pro's: 1. The hot tub itself. It is no secret that we purchased from the best of the best. 2. The sales associates definitely know what they are talking about. Listen to them. 3. Find a technician who you relate too, who will be honest with you, and who you trust, and just use them. We have had a few come out to our home, but Joel Torres was the first one that we feel showed us that he cared. He went the extra mile to not make us feel like complete idiots when we made a pretty large mistake with our maintenance. Now we call him directly with any questions, comments and concerns, and he gets back to us when he can, which puts our minds at ease. Honestly, if you need a technician you can trust, who will not nickel and dime you, and will make you feel at ease- do not ask for any one other than Joel Torres from the Norwell location. 4. New England Spas will come out to your house to help you with pretty much anything which is nice, sometimes it takes a while which can be frustrating, but you can purchase a service where it is automatically done and worry free- which I think I will look into. Con's 1. The sales associates are not OVERLY helpful and friendly, They aren't rude by any means, they just give off that "I know everything about spas, you obviously do not, and you are obviously not here to buy" attitude. When my husband and I went into the store for the first time, and we knew we were going to buy, it wasn't until we told them that, that we felt they started to be overly helpful. Being in service myself, a little extra mile goes a long way in my book. 2. Service orders. If anything goes wrong, you have to put in a service order which can sometimes take a VERY long time to get fulfilled. Once you are assigned a date, you must make arrangements to be home. You can't chose your own date. So, be patient, they will eventually come and it is better to have them handle the situation especially if it is under warrenty. 3. You can't really call the store to ask a question. They do not answer the phone unless you call someone directly. (Again, find a technician you like (Joel Torres) and get on their good side so if you have a quick question, you can ring them up to run something by them. If you call the store, the phone rings and rings, and you get an answering service which they will call you back. Suggestions: 1. Do not purchase a tub with a stereo system. This was the biggest waste. We have had it repaired a few times as it kept malfunctioning, and then realized it just wasn't worth it. WE keep our spa outside on our back deck, and until we install an outdoor speaker system, our mini-bose sound dock does the job just fine. The stereo speakers end up under water when there are more than 2 people in the tub, which leads to the speakers being blown. The remote doesn't always work meaning you would have to get out of the tub in order to change the station, or song. Save yourself a few hundred dollars (that you can use on chemicals) and go without the stereo. 2. Use the chemical coupons! Don't wait until the last minute to purchase chemicals, otherwise you will have to buy at the store- which is over priced. If you have time, check Amazon- they are about 7-12 dollars less than the store. The sales associates even TELL you that. To sum it up, only 4 stars because I feel the customer service could be a little bit better. Other than that, great product, must be patient with it! If you can afford it, purchase a maintenance yearly plan so that you don't have to worry. Find a technician you like and just enjoy! One of the best purchases I feel I have made throughout my entire life! I wouldn't go anywhere else to purchase a spa! I look forward to a long relationship with New England Spas!! Thank you!! read more

I bought my hot tub at New Englands Spas 1.5 years ago. The salesperson was Greg Cady. He was very helpful and knowledgable but what ultimately "sold" me was that he promised good service. I can honestly say that their service is phenomenal. Whenever we have had a problem with our hot tub, the service department has always been there for us and worked with us to address all of our issues. For anyone who is looking to buy a hot tub that comes with the peace of mind of great service, I'd strongly recommend New England Spas in Norwell!!! Special kudos to Stephen Hanna and Jeremiah Belanger who are simply fantastic! read more

I purchased my hot tub from here and we were so excited about it. The delivery was fast, which was the primary reason we choose New England Spas. It was delivered the first week in November 2021. However, after the delivery, I received no guidance or help after my sale. No run down of this is how what works or what chemicals to use for what and when but I figured it out thanks to a local store. NOW Fast forward 2 months and I have a "Sn2 Water Sensor Error" already! This particular error is a part that needs to be replaced by a technician. I had to call 4 times, in addition to filling out the online form and leaving 3 messages. I finally got a service tech to actually call me back. Once my call was returned I was then given a date two weeks away. They told me to put a heater in there and wait. The customer service has been horrible and their technical support even worse. For such a large investment you would think the customer service or at least the sales rep would be a lot more helpful. read more

Timing is everything! We ordered our hot tub at the beginning of the pandemic and Thank God we did. Last Spring I think they had so much demand that it went through October! We use our hot tub almost every night and even put a tv inside in the window frame so we can watch the game while soaking. It has become a ritual for our family for a nightly dip and has become the envy of the neighborhood as we all look a lot more relaxed than we did in the beginning of the pandemic. I would recommend Norm and New England Spas to anyone looking to relax and spend more time with the family! read more

I've been using them for about 14 years to service my hot tub. They are usually prompt and do a great job.

This company was one of the best service providers a few years ago, but has fallen on hard times. I had to call 8 or 9 times to get a response, then it took months for an appointment. Started in June for my hot tub leaking with a few lights out. Finally got someone out who charged $300 and fixed something not leaking and said the lights were another call. An hour later, tub was down a foot again. Literally Months later another service guy returned who charged $1000 to repair lights and fix what he called an obvious leak. When I called to ask for a credit from the first work, they offered to fix the one light that was still out, but no credit. I said I didn't want to do business that way. Two months later, before Thanksgiving, all lights go out on their terrific service work. I ask for them to fix the lights and they say, it'll be $99 per half hour and we'll only replace the bulbs we put in- which never fixed the problem. I didn't expect every light to fail from their bad repair. Avoid this company! You're reading old positive reviews and their methods have taken a turn for the worse in the last year. read more

NEVER EVER PURCHASE from New England Spas, if you need service, they won't call you back, schedule, or keep an appointment. Our $15K hot tub has been COMPLETELY INOPERABLE SINCE OCTOBER (nearly two months ago). New England Spas wouldn't return calls, emails, and web app appointment requests. Exasperated, and after several weeks of unanswered service requests, I called and spoke with a very helpful sales manager who apologized and had their service department return my calls to schedule a service call for December 7 (two months after we first began requesting service). Today, December 1, we received an email telling us our December 7 appointment was cancelled and needed to be rescheduled for December 16. This means, if they keep the December 16 appointment, we will have a hot tub sitting inoperable for over two months since we began requesting service. Paying $15K+ for a hot tub that literally doesn't work and you can't get serviced is a crime. read more

I had a really tough time with the purchase of my spa. But management was able to reach out to me and take care of all of the problems. Also I had an excellent time with the installers who were quick and professional and when I needed to repair the gentleman who came out was fantastic! read more

We purchased a high-end spa from these folks - and can't say enough good things about them. Norm, the owner, seems to take it as is personal mission to make sure every customer leaves happy. They were patient enough to explain all of the various decisions to be made. They gave credible and honest information, but didn't push us in any given direction. Indeed, they seemed completely focused on making sure we made the right decision for us. They recommended the right electrician to do the wiring and consulted with us on preparing the site. The spa arrived quickly, was set up efficiently, and we were up and running the same day. The installation team even cut up the boxes and bagged them, ready for trash pickup. And the spa? Fantastic. We're using it basically every night. And the team at NE Spas has been very helpful in consulting on chemicals, water quality, and the like. Five stars all the way - recommended. read more

Follow up comment... They did an excellent job getting my spa up and running for the season. Overall, they're reasonably pleasant to deal with, and do a professional job. read more

Don't bother trying these people out. We paid for an installation and removal service for a spa cover and received nothing but headaches. We were given excuses for why each time the removal of our old cover was not done. The second time they came to remove the cover they left the remaining bar and trash on our front lawn. We only asked for the respect of what we paid for and this is how this company respects you. They don't care. They offered NOTHING in return for their late and poor customer service. OH WELL, nothing we can do about it; don't inconvenience us again is their attitude. Stay far, far away from these people. They feel they are the only company around. Do your homework. New England Spas is the worst company out there, PERIOD! read more

I just finished purchasing a hot tub in the Norwell Store. I was fortunate enough to have Kevin Drough as the salesperson. He handled every little detail with such excellence that everyone going in sales should take a lesson from Kevin. He went above and beyond just the sale. He took personal time to help me measure the space I needed on my deck. He helped me to get delivery when delivery times were next to impossible and then he has walked me through the maintenance and other questions that I have had. Also, he is very knowledgeable about the products that he is selling. Give Kevin a 5 star for sure. read more