MILTON'S SPAS OF MAINE

I totally agree with some of the comments left here. After my experience with Milton Spas of (Yarmouth) Maine I’d give them a zero for friendliness and customer service. I contacted them in July for service on my Jacuzzi hot tub, ultimately having a pump replaced to the tune of $786.00. It ended up working for about an hour then stopped working. The technician said it was other issues, which I i couldn’t afford at the time. The technician then had a family emergency and said he’d get back to me. He’d get back to me. Well months pass and no contact. I then sent a letter to Laurie Milton, the owner, and several weeks later, a call to me and subsequent emails, ultimately blamed me for the issues, accused me of trying to get the technician to work under the table, nothing could be further from the truth. I asked if Milton Spas would offer a deal for additional work and was bluntly told that I was aware of their service and mileage fees. I strongly would not recommend their service nor their products to anyone in need. In today’s world, the consumer has many options at their disposal to be treated so shabbily. Dave/Portland, Me.

Caveat Emptor: Let the Buyer Beware of Milton Spas. I wanted to like these people, and be happy with my purchase, but I am sad to say, I thoroughly regret my purchase decision. Lest I be accused of being merely a disgruntled customer, let me tale you my tale and let you decide. I did a great deal of shopping before I purchased a brand new hot tub. I really liked the people and products of Mainely Tubs in Scarborough, but Milton Spas was closer to my home and I felt this would be more important for service and supplies. I had been warned by friends in Yarmouth that Bruce and Laurie can be unpleasant to deal with, but when I met them, I felt that although they could be brusque, that I would be able to work with them. Over a year later, and several interactions with them, It pains me to say that I am thoroughly disappointed with both of them. I would warn away future customers, and ask you to seriously reconsider a purchase from them. The problems started almost right away, and I should have walked. Bruce was condescending towards me and my partner, but I excused it as a man who was overly proud of his business and product. They tried to make me feel as if they were doing me a favor by selling me the product. The problems continued at installation. They provided instructions that were inadequate, and I was very specific in my questions about what I needed, and was assured that the instructions provided were all I needed. I hired a master electrician who had experience with installing hot-tubs and spas, but did not hire the contractor Bruce wanted me to. When Bruce later came to inspect the tub for a service visit, he said the electrician had not installed it properly, even though what he was asking for was not specified in the instructions. He said the installation would void my warranty. Keep in mind, the only reason I bought new was to get a warranty and not have service issues for the first five years, which is what was promised at the store. I did the repair to not risk losing the warranty, but it cost me additional money to do so. When my spa was delivered, a diverter valve was not working properly. Since it was brand new, it didn't register right away that it shouldn't be operating that way, but it was stuck in the on position, which kept air flowing into the tub full time, which increases the cost of operation. When I figured it out, and explained it to Bruce, he was demeaning and insulting and insisted that I didn't know what I was talking about, and that it was a simple part mechanically and there could be little wrong with it. When I finally convinced him to come visit (after enduring his belittlement), he was surprised and claimed it was a unique problem, and fixed it, but never apologizing for the tirade I had to endure, or that I had been right in the first place. Later, when the waterfall control failed, the cap separated from the mechanical parts below, and water was flowing uncontrolled out of the valve. I asked Bruce to come look at it. They said it was repaired, but when I went to turn the valve, water freely flowed out from under the valve control. It was tight if it was all the way off, but if it was on, it was a fountain (I suppose I should have considered that a "feature" and left well enough alone) but I informed him the repair was not done correctly, and I also noted that a washer and a U shaped plastic part had been left outside the tub, which I suspected may be the problem. Bruce had the nerve to claim that I was apparently incapable of operating a simple valve that turns left-right, and rather than admit that the cheap plastic used in the construction failed, he claimed I was operating the tub incorrectly and broke it. He insisted the repair was done properly, and that it was not a repair that would be covered under warranty (less than a year into owning the tub), and he sent me a bill for $50 for the repair, claiming that he was doing me a favor. In the meantime, while this problem had been occurring, I went to visit the store to get supplies. I had initially bought all the supplies from Milton Spa, but a friend pointed out I was paying a lot more, and I could get them a third to half off online or through other sources. When I checked the prices I was paying at Miltons, as a customer who had paid over $9000 for a new tub, I saw I was paying among the highest prices I could find either in other stores, or online. Almost everywhere else was less expensive. I bought a new filter from Laurie that day (Keep in mind, I still bought the product from them at the time!), and when I purchased it, I noticed there was no part number on it. I wanted to be able to do some comparison shopping of my own for future purchases, and asked for the part number for the product. Keep in mind, there was no obligation to buy supplies from them in my purchase. She refused to give me the product information. She was insulted and offended I would consider buying anywhere else. What is up with that? They insist their customers have to pay more for the privilege to be their customers? It is mind boggling to me. I found it online later that night, and found the filters much less expensive at other locations, even factoring in shipping. When I was finally fed up with all this and confronted Bruce on the phone, he accused me of insulting his wife. (How? By asking for a product number?!? And being a conscientious consumer who wanted to comparison shop?) I pointed out that although I like to buy local, I don't want to pay double for products. He then made the claim that he would pay me $100, if I could find him the same products that he sold for 50% off, and then he hung up on me. I called back and asked the price of Bromine Tablets 1.5 Pounds, which I was told was $22 and change by the woman at the store. I found three bromine tablet 1.5 pound tablets for less than $11 online, one at a box store. I also sent him the exact brand product he sells for $12, while that is admittedly only about 45% less expensive, if you do the rounding I think a reasonable person could claim that is about half as expensive. We will see if he pays up. It is far more painful to be this business's customer than any person should have to endure. After my experience, I really look at some of those glowing reviews online and am thoroughly skeptical of them (and I note others who have left reviews are as well). I note most of the other reviews online are anonymous, and a few overly gushing and chock full of superlatives. I leave it up to you to decide if those are real customers. Look around the web and decide for yourself if there is a difference and if there are many sincerely disappointed customers writing about this business. Do yourself a favor, buy somewhere else. My recommendation to these business owners is to hire customer service professionals to be the front of their business, and take a background role in their company. They could learn a great deal by studying the customer service of companies like L.L. Bean just down the road from them.

We purchased a home with a older spa. We called ahead to have it inspected. We were told by Laurie that there was a problem previously reported on this spa and an estimate was given. The seller's agent researched it as well and was quoted approximately the same estimate. We called Milton's back to complete the repair after we purchased the home. They were very responsive. Bruce showed up a week early than the arranged date to start the repair. He called a day before and spoke to my wife about replacing the spa cover. My wife and I discussed this and decided to hold off. On the day of repair, he repeatedly asked my wife to purchase a spa cover despite my wife repeatedly telling him that we wanted to wait. My wife finally gave in. Then the bill came. After subtracting the cover from the total cost, the final tally came out to be double the original estimate. The price of the chemicals, cover, replacement parts were all WAY ABOVE what you can find them for online.