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    Universal Factory Direct

    2.6 (30 reviews)
    Closed 9:00 am - 6:00 pm

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    We picked the first pandemic year to redo our very small condo kitchen ... then found out you couldn't get anything - cabinets, appliances, or installers. This put us in a tight spot, since we're only in Gloucester in the summer, and didn't want to get snowed in just to get a better kitchen. Thanksfully, Joe White made sense out of our plans, ordered the cabinets, and accomplished delivery when he said he would. That and our local carpenter meant that we had a complete kitchen to come back to in the Spring. I only have after pictures, but hopefully you get the idea. Definitely worth the drive.

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    6 years ago

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    9 years ago

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    8 years ago

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    13 years ago

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    7 years ago

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    10 years ago

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    10 years ago

    We are very happy with our cabinets. Extremely competitive pricing, excellent quality and wonderful service from Joe. Highly recommended!

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    Review Highlights - Universal Factory Direct

    Thanksfully, Joe White made sense out of our plans, ordered the cabinets, and accomplished delivery when he said he would.

    Mentioned in 3 reviews

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    People searched for Hot Tub & Pool 284 times last month within 15 miles of this business.

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    Mainely Tubs - Wood frame black with rot and screws pulled right out of frame.

    Mainely Tubs

    4.6(7 reviews)
    1.3 mi

    They come when they say they will, do great work, price is excellent. If they can get to your tub…read morewhen you are not at home, no problem. The best!

    The sales team was great. Collin answered all of our questions. Purchasing was easy. Then, kiss any…read morecustomer service you got goodbye. The delivery department is AWFUL. I waited a week like they told me to for someone from delivery to contact me. Nothing. I called and left messages. No response. I finally called the sales team and they reached out to delivery. They left early on Friday and nobody was there. Called back on Monday, and I was not scheduled. I was told. I was told my delivery date would be on a certain date/time. That's not scheduling. I had no say in the delivery. I made arrangements. The week before someone finally contacted me from delivery to ask me questions, then quickly tried to get off the phone, like I didn't have questions of my own. I was given no delivery window. Just told I was "penciled in" for that day and time. So you're now expected to waste an entire day sitting around waiting for people to hopefully show up. Nobody returns emails, answers the phone, returns messages, or even answers their direct phone lines. The only people you will reach is sales. And the most frustrating part, the sales team can communicate with them freely. Just not customers. Not the service I was looking for when you spend $11k on something. It's not even here yet and I already have buyers remorse. We were looking to purchase a sauna for a different place, but we will be going somewhere else to do that.

    Photos
    Mainely Tubs - This is the sauna we purchased.

    This is the sauna we purchased.

    Mainely Tubs - Exterior

    Exterior

    Mainely Tubs - Interior

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    Interior

    Custom Pools

    Custom Pools

    2.3(12 reviews)
    5.7 mi

    Custom Pools was recommended to us when we moved to NH. We got 3 quotes with theirs being the…read morehighest. We still decided to go with them based on their years in business. This would turn out to be a big mistake. Being a business owner and service contractor myself I should have gone with my gut when one of the sections of Custom's contract had a clause that basically said 'if we screw up your pool, we pay pennies on the dollar for the mistake'. I would not agree to that clause and thus it was downhill from there. Well let's get to the multiple issues of their installation of a gunite inground pool. Installation started in summer of 2024 When they put in the form for the gunite, i had to point out it wasn't even in square with the adjacent foundation of my garage. it was 5 inches crooked from the start to the end of the pool. I had to literally run a laser for them and had to bring them back out to see it. Their coordination of when the electricians would do their work as opposed to the plumbing was idiotic and not done in the proper order. This resulted in me needing an unsightly junction box because the electrician couldn't run his wires over the plumbing. No one at Custom uses their head on this and helps you through the steps correctly. Now on to the plaster. It is pitted and uneven. Looks like a topographical map in some places. I questioned that it looked uneven before it was completely dry and was told it was because some areas were still more wet than others. 2 days go by and i notified them of the issue with the plaster. First person comes out and says it just needs to dry more. Needless to say that wasn't it. This is still outstanding and as of the date of this review has not been corrected even though i was told i would have it fixed after 7/4/25. Speaking of the plaster install, the people doing it got plaster all over my brand new pavers for my patio that I just paid $50K to put around the pool. So that's another thing I need to fix as it doesn't come off with just a simple brushing. On to the next issue. I ordered a Polaris boost pump so I can use the polaris to clean the pool. They didn't install the correct pipe and I don't have a fitting to make that work. Money wasted if I cant find an adapter. As a side note, the pool cover they quoted was $1000 more than I could buy from another local vendor. 25% higher for the same exact cover. One other thing to consider is that they wont warranty the pipes and such if they don't do the opening and closing, which you guessed it, is priced way higher than needed. Lastly, should you point out any of this stuff they just treat you as if you are being unreasonable. It all started once I would agree to their ridiculous clause in their contract. Mind you i spent 120K for this pool so it wasn't like I was being a PIA about it. As others have stated. Good luck getting anyone to work with you to resolve issues. Heed the bad reviews for installation. They are warranted. Do yourself a favor and look elsewhere for your pool installation. As stated above. I am a contractor in the service industry with a lot of employees and if I handled my employee screw ups like Custom handles theirs I would be out of business. FYI - I have the "receipts" to back up my claims but i highly doubt anyone at Custom even pays attention to their reviews. They are getting 2 stars as their maintenance crew were good and knowledgeable otherwise it would be 1 star. Spend your money elsewhere.

    A truly horrible experience from start to finish. The pool and spa had numerous issues after…read moreinstallation, and it took multiple pool seasons to have these rectified. Darrel and Jim were incredibly difficult to deal with. They routinely ignored emails and telephone calls, and when you were lucky enough to be able to get in contact with them, they alternated between being downright rude and also blatantly lying. The communication and planning from the back office folks was horrendous. Every single conversation was unpleasant as every person employed by Custom Pools has an attitude. I could not recommend a company any less than this one. If you are considering hiring Custom Pools, I'd recommend instead just grabbing a shovel and start digging on your own - it will be a more pleasant and likely quicker experience than dealing with these people. Avoid at all costs.

    Universal Factory Direct - hottubandpool - Updated June 2026

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