I recently bought a Caldera hot tub from Prisco. Part of the process was supposed to be a site inspection. They never came out. I ended up sending photos. They claim that in their fine print it states that the customer is responsible for leveling the area where the tub will be placed. Even so, there are going to be minor adjustments needed when the tub is delivered and placed. I was charged $600 for delivery. Five guys placed the tub roughly where I outlined, but not precisely. I didn't stand over their shoulders to watch. The literally dumped and ran. Never bothered to check if it was level. The dry weight is 900 pounds. So I'm supposed to do that myself? The water fill line has a 3/4" slope from one side to the other. Not bad, all things considered. But HOW is that not part of the responsibility for delivery and set up? It's not a huge difference, but I know it's there. I've now been told that to correct It I have to buy a Spa Level R ($900) and they will come lift the tub after it's emptied for $1200. C'mon. Really? read more

Bought a hot tub from Prisco about 8 years ago. It developed a leak early this spring that I wanted to get repaired. To help expedite the process, I even removed the front panel and sent them a video of where the leak was. They said they would get back to me about when they could schedule someone. I waited a week, didn't hear anything, and then wrote them again. They finally sent someone a few days later who told me he had never seen the video and and that the repair needed would have to be done by their "leak team". He said someone will be in touch about scheduling that appointment. I waited another week without hearing anything and had to reach out to them yet again and it was another week after that before another person showed up only to tell me he couldn't fix the problem without having the hot tub removed and taken to the shop because he was unable to access the leaking pipe. He told me it would cost thousands of dollars and I would probably be better off buying a new one. He told me someone would reach out to let me know about what the cost of repair was if he didn't fact, have it removed. Again, no one called me in the three weeks I waited for someone to reach out. I gave up on them finally and called a local guy who was able to access and remove the leaking pipe in about a half hour of work. He is now in the process of building a replacement PVC section and will be back next week to install it. Prisco seems only interested in making a sale and then leaving you in the lurch when it comes time for a repair. And even worse, their service department is unresponsive. I guess I should count myself lucky that they were so abysmal because I could've easily got sucked into spending thousands based on their false assertion that the problem pipe could not be accessed instead of the few hundred that this will now cost me. read more

I bought my hot tub in 2018. At the end of last year I started to have some leaks that required Prisco to take the tub back to their shop for repair. Prisco was able to work with Hot springs to get my tub replaced. they kept me in the loop the whole time. Linda at Prisco was amazing. due to her customer service, I would recommend this company with no reservations. read more

We had great experience exploring and choosing the right hot tub for our family. From day one, Jason was extremely helpful with giving us the information and tips on each model to ensure we were 100% satisfied with our decision. After the purchase, he was available to guide us through the set up, even after hours and during the holidays. We are grateful for his assistance. He was very professional and knowledgeable. We were very impressed and would highly recommend Prisco Hot Tubs in Hawthorne. read more

I urge anyone contemplating becoming a customer of Prisco to think twice (or a dozen times) before doing so. Actually, I urge you to avoid the company entirely. I won't go into all the details, but here is a very brief summary: My wife and I have bought three hot tubs from Prisco over many years. The second had endless problems, was clearly a lemon, and after countless service visits was eventually removed. (In what seemed a saving grace at the time, Prisco gave us credit for a future purchase.) Unfortunately, the third tub has also had a series of problems and I have finally lost my patience with the company and with Marco, the general manager, who can't even be bothered to contact me after my repeated conversations with customer service. Aside from a representative named Jenny, who seems to have at least tried to address some of the issues, Prisco's customer service has been abysmal for ages. It would regularly take four or five calls simply to arrange a service call. The techs sent to service the tub came at times when we weren't home or left without updating us on what they had done. Worse, they were often incompetent. (One of them claimed there was no leak, despite the fact that the water level was dropping several inches a day and the concrete pad was soaked. Another blamed our well water even after it was thoroughly tested twice.) In October we made several calls to set up a service appointment and each time waited for days without hearing back. It is now December 5 and no one has ever come, though Prisco promised us that the problems would be addressed. We've decided to have the tub removed as junk on our own after Prisco wanted several hundred dollars to do so. We want nothing to do with this awful company ever again. read more

I had recently left a 1 star review for prisco after long drawn out issue concerning my hot tub. I was recently directed to Matt who is their new manager who has been extremely helpful. He did in 3 days what others couldn't do for months. He has taken care of my issues 100%. Just needed to get to the right person to handle the problem. He showed me prisco is standing by their work and their products. More companies need people like Matt. read more

On 6/23/18 I purchased two filters from Prisco, however only one was in stock, so Scott put in the order for the second one. I was told it would be in after Wednesday the 27th. I went in to pick up the ordered filter (driving 25 minutes) and was told that it hadn't arrived. I asked for a refund so that I can order it online and that's when Lou said that because it wasn't written on my receipt that I was owed one, how does he know that I didn't walk out with both of them - basically calling me a liar. I asked him to contact Scott, and he refused and he refused to even check the inventory to confirm the inventory or the order history. I paid $40 for each filter, although I know that I can order them online for less. Why? Because I like to give small business owners business. I'm completely disappointed with the service I received today. read more

POOR CUSTOMER SERVICE!!! My hot tub was not working, this was nearest hot springs manufacturer. They sent a service tech to my home as they said they can find the serial # and see what is wrong. He was there less than 20 minutes, as I can see on my ring camera. I get a voicemail 3 days later that control head not working. I call back and they stated he called the manufacturer, it is not available and I need to find my own parts and then can call them back. I call several places right after and look online and speaking to other places who tell me to verify if it is the control panel topside part or inside, so I call back and person states the topside only as that is what the tech left on his notes. I did order the parts at two other places but was then refunded as not available or wrong part. With this company doing nothing and having me find my own parts I get charged $600!! I called another company to service it and it is not the control panel topside that is the issue. Thanks for nothing! read more

Highly recommend Prisco's hot tub maintenance program! We bought our first hot tub @ Prisco over 15 years ago. We later moved to a new home with an existing hot tub. Prisco has serviced both for years without a hitch! They are prompt and reliable. The service person leaves a note in your mailbox to let you know what was done - you don't even have to be home. Their Customer Service is EXCELLENT! A shout out to CRYSTAL, who recently helped us expedite our Spring hot tub maintenance in anticipation of an impromptu visit from our college-aged daughter and her rowing team. ("Mom, it would be great for the team to be able to use the hot tub after a long day of racing." Prisco / Crystal made it happen on very short notice!) Thanks! read more

This is how you run a family owned small business. I bought a Caldera Moorea from Prisco in 2006. Since then, I have religiously bought chemicals and supplies from nobody but Prisco because they provide good advice and give fair and competitive prices. Their service manager Steve routinely responds to my questions and resolves issues promptly. Great customer service read more

After now waiting three months for my replacement cover I have had no option but to cancel the order. The first order was dropped off, the box destroyed, the cover ripped. Prisco owned no responsibility. "Why did you leave it when you it was obviously destroyed?" - I asked in all innocence. "Not us !" - Love Prisco. I have now spent way too much time on the phone trying to get the replacement - 12 weeks to be precise.. Do not expect anyone to call you back. Follow up is all in your hands customer! I'm now on call three just to get my refund. A lot of internal buck passing - no one responds, calls with an order status, calls back or follows up. This has been going on since June! I've spent a lot of money with these guys in the past. I don't get it. I'm sure there are plenty of good Hot Tub providers out there. I'm going to find one. read more

Jerry S. Prisco ordered me a new hot tub based upon significant recurring problems I had with my last purchase. Our 30 year relationship continues strong! I want to thank them for resolving this matter. read more

Update from a previous post.....Prisco refunded the cost of the hot tub we purchased due to the Ace Salt System. The owner provided excellent customer service and we thank him for what he did. read more

Steps cracked after having them for under a year. Jason took care of us and am a happy customer. Will return to Prisco for all of our future needs. read more

I can't say enough about our experience with Prisco! Rocco and Linda were extremely helpful and knowledgable. The team at Prisco is professional, flexible, and patient. My husband and I absolutely love our Saltwater HotSprings Hot Tub and use it daily. The team at Prisco have helped up complete our dream backyard. We highly recommend Prisco (especially Rocco and Linda) to everyone! read more

Great customer service. Well knowledgeable. Quick and efficient. Scott is extremely helpful and always take out the extra time to really explain how to use each product. I personally spent half the summer going to another pool store constantly testing my pool water with no results. Finally, I went to prisco better quality in Yonkers and described what was going on. They were able to identify the problem was not the chemical needed but a crack in my pump. I replaced the pump and the pool cleared right up. read more

We bought our Hot Springs Grandee Spa 3 years ago (9/14) and totally love it and the service we received from Prisco. We then actually moved 2 years ago and Prisco helped us with the move and they helped make that an easy transition. Last week I went to turn the jets on and for the first time since I had the spa it didn't work! The jets would not run. I called Josie at Prisco and within a few days she sent their service people out to take a look. As it turned out it was a simple electrical problem unrelated to the Spa. The technician corrected the problem and we are back up and enjoying our spa. KUDOS to the technician and to Josie who provided optimal customer service. I highly recommend this company. read more

I purchased a $13k hot tub on clearance last year. Within a few months I needed service but my voicemails went unanswered. Finally I spoke to Stephen who sensed my frustration and gave me his direct number. He apologized for the lack of attention, and promised to arrange a service call. He has sent Gazi, who is an expert on these spas, and always fixes the issue (always minor, or covered under warranty). I would recommend Prisco, but ask for Stephen otherwise you might get lost in their voicemail system! read more

fantastic company- we have an older hot springs spa and needed a new pump. prisco responded immediately to my email and sent the retrofitted pump in 1 wk. other companies would not even respond to my emails or answer the phone. the item was easy to install and we have a great tub again. read more

I purchased my hot tub from Prisco and also had them do service calls. Both the products they offer and service they provide are excellent.

We purchased a 2015 Hot Spring Pulse Spa from Prisco in October of 2015. We dealt with Marco directly. His pricing was extremely competitive and he was very easy to deal with. Our spa was delivered within the promised time frame and the delivery crew was superb, they really went above and beyond to take good care of the new spa and our property. I was a little anxious about purchasing our spa from Prisco because we live on the fringe of their service area (western Suffolk County), but they really have been excellent! Based on our experience, I would highly recommend Marco from Prisco Spas. Plus, we love our new Pulse read more

First off, the owner is a psycho and he's very rude. After months of waiting and trying to contact these people for my tub I brought it up that I ordered my tub and got charged all these extra fees that I didn't ask for or order! Almost 200$ worth. Wouldn't refund me for the things I DID NOT order. The owner did nothing and went off on me on the phone. Seriously this guy is a nut job. I'm furious and will be disputing this whole thing. read more

A class act from top to bottom. We bought our HotSprings Grandee there a year and a half ago. All the people in the showroom were helpful and courteous with ZERO sales pressure. Pricing was very fair and all aspects of delivery and set up were handled cheerfully. All my subsequent dealings with Prisco have similarly been very pleasant. The owner Marco goes out of his way to be helpful and recently saved me hundreds of dollars (which I wasn't expecting and which he didn't have to do) when I upgraded the heater in my hot tub. Also Scott in customer service and Gozzi (not sure of the spelling), the tech who comes to the house for service calls, are both gracious and wonderful to deal with. When you're spending that much money on something it feels nice to have that level of service and support. And to top it all off, their prices on spa chemicals are some of the best around. read more

Jason was so helpful with our spa maintenance. I highly recommend Prisco If you have any questions, this is your go to

Was charged extra on service call and wanted to speak to owner about charges and was told no. How can an owner not speak to one of his customers?? I've been a customer for years and thats how he handles it? Did they change ownership? Who does he think he is that he can't talk to customers and leave it to his employees. Will be calling to cancel my service that I had for years. read more

This company has the worst customer service ever! Took me over 3 months and endless phone calls and emails to get a refund. Then they refunded me by paypal instead of the original way I purchased, and I was charge a $12 fee, which I then had to fight them for! Would NEVER buy anything here again!! read more

We bought our Hot Springs Pulse in 2014 and absolutely love it! The staff is fantastic and the spa has been running without any issues. The Ace salt water system is wonderful and the power of this unit is more than enough to smooth your aches and pains. We recommend Prisco and Hot Springs read more

I purchased my second tub from them, and they went to extraordinary lengths to resolve some tricky installation issues, including several phone consultations and visits to the site. At all stages they were responsive, helpful, and went the extra distance to stand behind the products they sell. Nothing but praise for how they handled what could have been a difficult and frustrating process. Their tech support people were terrific and patient, and resolved everything we needed. No hesitation in recommending Prisco. read more

I ordered a part for a Hot Springs spa from this company. They first over charged our credit card by 175.$. Then sent us the part we needed. Unfortunately the part they went was defective. I called to explain my dilemma and to try and get a working part. It took several phone calls and a lot of voice mails to actually get to a human being. I never got a return call I started calling and entering an extension to purchase new product. Low and behold an actual human answers that call. They were always very helpful and said they would ship the correct part right out. That was four weeks ago I have yet to see the part. Calling credit card company today to see what recourse I have with them. If you need something from these guys be sure to ask for Scott or Raven either one will be glad to take your money. Just don't expect any thing in return. read more

In 2012, I had a problem with one of the staff at Prisco. I have learned, since then, that this person was let go. The owner (Marco) was quick to apologize and resolve this situation. Because of this, I would purchase another product from them. read more

The Hawthorn NJ location is the worst to deal with when you need a service call. Lou and Cathy are very disorganized, unprofessional and deceptive!. The owner Dino can care less that I was mistreated and lied to and then when I brought to his attention that I was price gouged by Lou / Cathy because they charged me $175 more for the same identical part they sell on their website, he didn't care at all. I also explained that I waited 2 weeks for the technician to come out, and he did not bring the part which I specifically told Lou I needed, Lou and Cathy assured me that the $199 tech charge would cover his return visit. I waited another 3 weeks for the part to arrive, while these 3 weeks passed Lou did not return any of my calls after several messages asking him to provide me with the shipping status or tracking number. I happen to click on a link on the Prisco website which routed me to their parts department where the same identical part was $175 less. I called and spoke to the owner Dino and he would not honor the price that is on his Website. Dino offered to waive my second $199 tech visit, which I was never supposed to be charged for anyway based on the promise from Lou. The promise from Lou was a LIE. This was the most horrific customer experience I have ever encountered with a company. read more