THE HOT TUB FACTORY

Very satisfied with my purchase from this company, they were very professional throughout the whole process and gave me an amazing deal. They went above and beyond to help me resolve any issues with my tub and even took the time in the showroom to walk me through some of my own issues with using my tub. Overall they were very approachable and were pleasant to deal with. Kept me informed throughout the process of receiving parts and having my tub fix. Would definitely recommend it in the future.

Purchasing the hot tub from Bob at the Home Show was a great experience. Bob was fantastic and really sold us on all the benefits of purchasing a Jacuzzi. We were in the process of buying a home and did not need delivery until May, so there was no issue with getting our preferred color scheme. We decide on the J355 because of the lay down seat and the fact that it would really be just the two of us using it. The first red flag we encountered was trying to pay off the tub via credit card little by little over the span of a few months. The contact person we had was Matt in the delivery department. I called MULTIPLE times, left MANY messages saying that I wanted to make a payment on the tub - with no response. Finally, he answered the phone and I was able to make a payment. Each subsequent payment after that was just as difficult to make. No one answers the phone in their office and no one returns phone calls. I've never dealt with a company that didn't want to get paid as much as this one. One of the times I called I spoke with Danielle (not Danielle Rizzo, the other Danielle in the office). She apologized for no one calling me back and took a payment on the tub. She asked if I wanted to sign up for their program where they automatically ship us the tub chemicals, etc. every 6 months. I thought that sounded like a great idea. She said she would need to e-mail me a form to sign and give my credit card info. I NEVER RECEIVED THE FORM AFTER AT LEAST 5 CALLS AND 5 E-MAILS ASKING FOR IT. Absolutely ridiculous. So we paid off the tub and tried to schedule delivery. This was a grueling process as well and we had to wait several weeks to set something up. I had an electrician coming at the same time as the tub was going to be delivered to make sure everything was hooked up properly. I pleaded with them to give me a time that they would be at the house because I was coordinating the electrician as well. After a few phone calls, they gave me a time (between 9-9:30am). I was fine with this. On the day of delivery, they didn't arrive until between 10:30-11am. Very frustrating. The instructions they leave for the tub are very generalized and not specific as to when to add the chemicals to the water (before or after the tub heats up), how to fill the tub (which side do you put the hose as there's 2 filters, etc.). I called The Hot Tub Factory and spoke with Danielle Rizzo. She did not know how to fill the tub or when to put the chemicals in. Every question I asked her she guessed on and ended up giving me wrong information. She told me to NEVER empty the tub - it's a waste of time and harms the pipes. I spoke with several people that said that is just crazy. She told me use to use window cleaner to clean the inside of the tub because that's what she uses in the showroom. I read online to NEVER use a regular cleaning product on the inside of the tub. Our hot tub sat empty in our yard for a month because we could not get clear instructions on how to get it up and running. I just felt very uneasy about the instructions she gave so I drove all the way out to their showroom in Bohemia to see if I could meet with someone in person and physically have them show me how to properly fill the tub. When I got there Danielle was the only one there. She tried to figure out which side the hose went in to fill the tub. She ended up calling the owner and he told her what to do over the phone. I have never owned or operated a hot tub so this was all new to me and they were very, very unhelpful. I basically learned how to take care of the tub from the manual and Google. They say they have a Hot Tub University class once a month where the owner demonstrates how to use the tub. I asked when the next class was and Danielle had no idea. So now the tub is full and we've been using it. The tub itself is great. Dealing with the Hot Tub Factory has been absolutely horrible. Extremely poor customer service. I would recommend buying a tub from another company. You will save yourself a lot of frustration.

To Whom It May Concern, I have had the worst experience buying a Jacuzzi hot tub from the Hot Tub Factory in Bohemia, LI. Buying the Jacuzzi from Shaun at the 2014 Long Island Home show was the only part I enjoyed. My wife and I went to the show on Saturday, February 22, 2014 to look at what the Hot Tub Factory had to offer, after reading excellent reviews on Angie's List of the company. Sean showed us the L-365 with Monaco shell and chestnut skirt. My wife and I instantly fell in love with the Jacuzzi. Shaun told us that he wasn?t sure if that specific tub was sold but if it wasn?t, we could have it with a $2,000 deposit paid upfront. He gave us a second choice of the L-365 with the platinum shell and chestnut skirt just in case our first choice wasn?t available. This is all written in the contract signed by both parties (Sean, on behalf of the Hot Tub Factory and myself) executed at the show. Sean called me later that night and informed me that our first choice wasn?t available but our second choice was. We really wanted our first choice but we were fine with the second and excited about our purchase. At the show, Sean also told us that we could finace the balance of the hot tub and suggested that we contact the office in Bohemia. A week later, while we were vacationing outside of the country, my wife contacted the office and inquired about financing. Danielle informed her that she would return the call within the hour. We waited three hours without a response, so my wife called back. Danielle informed her that she was still looking into it and would call back. We waited another two hours and since it was already approaching 6pm, my wife called for a third time; this time leaving a voicemail as well as transferring to the sales department where Jason took a message and stated he would relay it to Roland since Danielle was irresponsive. My wife provided her business mobile since it is connected with Google Voice, which transcribes all voicemails into email. Neither Roland nor Danielle returned her call. Approximately a week later, when we returned from vacation, I contacted the office in reference to financing the balance of the hot tub (specifically, 0% financing for 60 months which is offered on their website). Danielle informed me that only the owner can help me and will call me back in an hour. After several hours passed, I called back and was informed that I would receive a call back. After a week passed by, without a call, I called again and expressed my frustration about the level of service or rather, lack there of. I was transferred to the owner, Mike. Mike stated that he left me two messages. This is especially hard to believe since while on vacation, my mother was able to leave two messages and my employer was able to leave three. When we returned to the states, I continued to receive voicemails from my employer and others but not one message from Mike or anyone else at the Hot Tub Factory. Mike also informed me that I could not apply for the 0% finanicing becuase the price we paid was too low and they didn?t offer 0% financing to Jacuzzis bought at the home show. If I wanted to apply for 0% financing, I would have to pay a higher price or I could apply for regular financing. Mike provided me with estimated intrest rates because he never opened my file to find out what my balance was. So in essence, I waited a week to speak with the owner who was supposedly reviewing my account to only learn that I could not apply for 0% financing. Why couldn?t one of his employees tell me that, especially if it?s common practice not to give 0% finanicing for home show purchases? This didn?t seem right to me, but with the excitement of buying a Jacuzzi, I agreed to apply for regular financing. Mike informed me that Danielle would email the application right away. After several hours of not receiving the email, I called back and Mike told me that it should have been sent but unfortunately, she was gone for the day. It?s hard to fathom that only Danielle has the ability to send out emails. The next day, I called again for the application. Eventually, we paid in full for the tub (on April 1st) and was assigned a delivery date of April 15th; over a two-week wait! On April 15th, a Jacuzzi was delivered. When I checked the Jacuzzi, I discovered it was the wrong shell and the wrong skirt. After all the hassle, we were rewarded with the wrong hot tub. Not only was it the wrong one, it was exactly the one we said we didn?t want. One deliveryman told me that they were going to leave the tub behind so that we could have a tub while our original choice was being shipped. I was upset with the circumstance but pleased with the temporary solution. The deliveryman asked me to call Norm, one of the owners, so that he could explain to me what the next steps were. Norm didn?t mention anything about leaving the wrong tub temporarily or delivering my original choice. He proceeded to tell me that Sean told me that I was receiving the Jacuzzi that was delivered and that I had agreed to it. In essence, I was wrong so I should keep the tub that was delivered. The other option would be to refuse the delivery and wait two weeks for my 2nd choice (chestnut skirt and platinum shell). Norm also stated that they would never sell the model we wanted for the price we paid ($10,000+). It was as if I should be happy with receiving whatever model they sent because we received a good deal, despite choosing a specific model and signing a contract for that specific model. By this point, I wanted to receive our Jacuzzi and be finished with this company so I asked Norm if he was certain they had my second choice. He stated and I quote, "I don?t know; it?s not like I memorize the shipment order." So, he didn?t even know if they had my 2nd choice! I asked, what if it?s not in the upcoming shipment? He told me that the wait time would be 4 to 6 weeks. I responded (in disappointment) that 4 to 6 weeks would be a long wait time and he replied "you?re going to have the tub for 20 years whats another two weeks?" This response was shocking to say the least. We already waited two weeks (not counting the back and forth for the application) and now, we potentially would have to wait six more weeks. Yet, the funds for the Jacuzzi were already withdrawn from my wife?s and my bank accounts. What?s worse is that at no point from when this whole charade began and throughout this conversation, did anyone from the Hot Tub Factory apologize for anything. Norm asked to speak with the deliveryman to tell him him to take the incorrect tub back. I took the morning off from work, which was not easy, for nothing. According to Norm (after confirming that our second choice was on the upcoming shipment), we would have to wait an additional two weeks. I?m having difficulty believing that the correct tub will be delivered within that timeframe. Three weeks have passed and no one from The Hot Tub Factory has contacted us. I send an email to Mike and he tells me I will have to wait until the end of the week for delivery. The hot tub is finally delivered and I think I?m done dealing with this company but no. I?m told by the delivery guy that they ran out of the easy lift arms but they will have it by Monday May 9th, Today is May 20th and I have received no updates from the hot tub factory. I reach out to Mike and he replies ?we are working on it? and nothing else. I doubt I will ever see the lift cover. This has been a very frustrating and disappointing ordeal. We will not be recommending the Hot Tub Factory to anyone; in fact, if we are ever asked we will advise against doing business with the Hot Tub Factory. Sincerely, Ricardo Montilla A Very Dissatisfied Client

Early in October 2013, my husband and I attended one of those 'Home Show's' at Suffolk County Community College. We were in the market for a new exterior spa (our old one, a Calspa, was 12 years old, and since we were close to completing an exterior whole house remodel, we wanted a new tub also). We met with Sean, one of the salesman at the Home Show for the Hot Tub Factory. I had already researched spa's online, and we decided to purchase a Jacuzzi. We still wanted to 'touch' the product. Sean was extremely knowledgable and detail oriented. We decided on their J-365, a 6 - 7 person spa. Since the color combination (spa shell & cabinet) wasn't in stock, we would have to wait about 2 weeks. During the time between ordering & delivery, The Hot Tub Factory contacted me several times (Linda), to ask if I had any questions about ANYTHING regarding the new spa, it's operation, water treatment, accessories, etc. Linda was always extremely pleasant and quite conscientious towards my needs. In about 3 weeks (we were away for 1 week), our spa was delivered. The gentlemen that delivered the spa did so with the utmost ease. The spa was placed in it's designated area. I was walked through, step by step, on how to treat the spa water, as well as show how all jets functioned. Our overall experience with the Hot Tub Factory was excellent. From fact-finding, to purchase to installation and customer support. It was a pleasure doing business with them.