I ordered a hot tub over 1 year ago at the spa expo located at the big e fairground. I was told the hot tub would not be ready until late may or perhaps june because of covid. I was fine with that as the house its going to is on an island in the middle of a lake and we wouldnt need it until then anyway. Ive called several times and keep getting the run around about the tub. They took a big deposit of course and have not returned my recent calls or given me any explanation as to where my hot tub is. The first few emails they just were pacifying me saying its the color that i picked etc. Now nothing at all, its too bad because I bought another hot tub from them a few years ago for my year round home and really liked it so decided to buy the smaller version for the island home. I will not recommend them and will be calling the better business bureau as well and will no doubt need to call an attorney from here to help solve me issues. Do your homework before making any purchases.
I bought my spa at an expo, which made me nervous. Not knowing the company or the people and making a sizable investment was a bit of a leap of faith. My leap was more than justified by the people at Crocker. The sales person and subsequent support have made owning my spa so much easier than I expected. Id recommend them for providing value for the price knowing that they stand behind their products.
For anyone wanting to do business with this company, I STRONGLY encourage you to work with an attorney. They are no where near reputable and I will be spreading the word throughout Social Media of that fact. We ran into a major life altering situation and called to see if they would allow an exception to their cancel policy (which we signed into in April only to be advised it wouldn’t be delivered till July of 2022) but they would not work with us and only care about taking your money, not providing quality customer service. You are one of the worst companies I have ever dealt with and the complaint filed with the BBB will be on your record for 3yrs I hope you are proud of what you have caused this family.
Purchased a hot tub several years ago from this place. Great tub. That’s where the compliments stop. A recent visit showed me just how greedy this store is. They gouge on almost every item they sell. Their liquid shock price was 50% above another pool store for the exact same shock. $36 for 4 bottles,vs $24 at Namco. Same brand and ingredients. Their spa chlorine was $70 vs $49, exact same stuff, same size. An old school business that takes advantage of clients during the worst of times isn’t worth visiting again.
We need a new heater for our hot tubYesterday my husband called and was told they had it in stock. This morning I drove from Marblehead to purchase. When I arrived I told the 3 people sitting in the office that I needed a heater. I was told only Rich handles that, hell be back in a little bit I asked if that meant 5 min or 20 min, woman said she didnt know. I explained that I drove from Marblehead and had the part number. I was told emphatically NO. I expressed that this was kind of crazy. She replied I was going to text him but now you can just wait i replied with F&%$$ You and left the store. Absolutely worst customer service I have ever experienced. I will never ever shop at this establishment again. I want to understand in this day & age how people cannot provide minimal customer service when you walk in to a business looking for assistance.,,,,Nancy Connelly
I wanted to buy a Master spa after my initial research..Crocker seems to be the only game in town (monopoly) for New England. Please take this review with a grain of salt because demand is way higher than supply and its a sellers market for sure. Some spa dealers are increasing their margins / prices based on availability. This is understandable to a degree. However, I was pretty disappointed with my experience with Crocker.Please do your homework if you walk into Crocker. I have been in technology sales for over 20 years and didnt feel right after my experience as a buyer/consumerprior to going into Crocker, an out of state dealer (dealer A) quoted me $10k (pick up only) for a master spa in stock. I thought about it but it would be a weekend trip and a truck rental and a real pain.Crocker (Dealer B) quoted me $12.5k for same exact product in stock. A 25% premium from the other dealer and probably a margin of 75% or more from cost. OUCH.. as I was walking out the door, the salesperson said you wont find it cheaper. She is right!!! They have a monopoly in New England.I ended up putting a deposit on another brand that had similar qualities but a better overall buying experience which I believe will translate to better service experience if something goes wrong.I hope this was helpful. When supply caches up to demand, people will pay for good service and support but will always remember getting ripped off.
We love our hot tub! Installation was quick, directions easy. When I have called with questions, everyone is very helpful! Our neighbors are considering ordering a hot tub too! :)
So far very underwhelmed. I purchased a new home that was set up for a hot tub and that was a key selling point for me. I was very excited and as anyone would did a lot of research online. After hearing over and over that I should go with a company that has excellent customer service I continued to research and Crocker seemed to fit the bill.I made an appointment (during covid) to go to the show room in Woburn and Sharon took me thru what were the best options within my budget. I had a good idea on what I wanted and placed an order on March 5. While placing my order I was asked for all of my contact information and mentioned that the best way to contact me was via text. I thought nothing of this as Sharon and another sales associate had already been sending me text messages since my initial inquiry. Weeks after placing my order I checked my spam email account to find several (rather shortly worded) emails saying I needed to sign additional documents for a rebate I had qualified for. I had not been told I would need to do this so I was rather surprised. Once I found this, a simple pdf flyer that just required a signature (not sure I understand why I needed to sign at all) I sent it back immediately.I had initially been told it could take up to 3 months to fill my order. This seemed a little excessive, but as it was a pandemic I know things are backed up. I was told at point of sale that my order would be in by June which I could live with.Since the sale, now 11 weeks ago, I have never been sent any status updates on my order. I have emailed to ask about a few questions regarding electrical requirements for the tub and only received (again very shortly worded) emails from Sharon telling me to hire someone else. When I asked directly for a status update on my order I was told my order will now likely be delayed past June due to the delay in paperwork. This seems like an issue that could’ve very easily been avoided.This is my first hot tub purchase so I’m not sure what I should be expecting but I have worked in client based sales for over 20 years. I chose Crocker because they had a reputation for quality customer service but sadly my experience has been anything but relaxing so far. I hope issues like these don’t happen to other people and maybe they’ll come thru in the end.
Rick and Sharon helped us get a swim spa in before the end of the summer and weve been enjoying it ever since! Their service is top notch! I definitely recommend them if youre looking for a hot tub or swim spa.
We recently purchased a Crocker tub, sight unseen! A family member had purchased one and recommended Crocker. We had been tossing the idea around and when the pandemic hit, we realized how it would be nice to have one. We contacted Crocker and spoke with sales. We told him what we wanted and he made a suggestion on a tub he had on sale. A bit nervous purchasing something over the phone, but it was a great decision. Rick Wright has answered all our questions. The crew that delivered the tub were very professional. We were given a step by step set up and when we came on line it went just like he said it would. I would recommend Crocker Sales without reservations.
I spent about a month trying to get a quality hot tub at a reasonable price for my family to enjoy during the upcoming Corona Summer. Found just what we wanted at the Crocker Sales Expo in Merrimack. After buying the tub we had some questions. Part of the reason we went with Crocker is because the Woburn store is near where we live and we knew we would need lots of help as first time tub owners. Accordingly, we headed over to the Woburn store to ask our questions in person. Everyone there was very nice. The service manager, Rick Wright, was very attentive and helpful and resolved our issues. While I was there I poked around and looked again at the type of tub we purchased. The staff was friendly and welcoming. I overheard a staff member courteously helping a customer with a water testing question. I got a good feeling about the place. We are awaiting the arrival and installation of our beautiful tub.
PLEASE do not go to this place. Save yourself the headache. I placed a large order for a swim spa cover and filters several weeks ago. Today I called to check on it and the order had never been placed. The manager’s apology was more of a rude excuse than an apology. An employee had quit and they had no idea what he had and hadn’t done. I got no notification whatsoever; I only found this out because I called. Additionally, I requested pool service for the swim spa I had bought used - not from Crocker - and the manager was just plain rude in telling me they were so backed up it would be two weeks before anyone could come out. I called Maclachlan Pool And Spa Service and Jim came out almost immediately. He was awesome! If you can get your supplies and service elsewhere, I highly recommend you do.
Rick and the Crocker sales team were amazing! If you need a hot tub/spa this is the only place you should shop. The entire shopping experience was amazing and so easy.
The greatest hot tubs.They take great care of their customers and very helpful.
I called them yesterday because I was having an issue with my hot tub and the lady was nice but first she wanted to charge me $250 to come out and look at it. She realized that it was under warranty still so she charged me $75 and the earliest date they could show up was 2 weeks. Later that day I called the merrimack store and they had two spare parts I needed to fix it. I called the woburn store to cancel my appointment and very rudely she said there is a cancellation fee of $60. So basically they cant schedule less than two weeks out but if you cancel your appointment, even if its the next day you will be out $60.00. I get it if I cancelled a week later or even a day prior but to be charged $60 a day after scheduling, thats not right. Merrimack store is great but BEWARE if you buy a hot tub through woburn! Also before scheduling services through this company make sure you ask them what their cancelling policy is so you dont get taken for granted. Contacting the Better Business bureau after this post.ievedUpdate: I have just received a phone call from them and I will no longer be charged the $60.00. I changed 1 star to a 3. If you want great customer service go to Merrimack store. This could have all been avoided with better customer service.
Rick was great to work with on on our new swim spa. He was very friendly, patient and informative. We learned a great deal and he resolved all issues including one that we did not know about.
Good collection of hot tub spas!Just window shopping.
We bought a tub at the show and had it delivered in June. Crocker has been great. We had two minor issues that were quickly resolved. Each time Ive called with a question I received more in the way of an answer or other suggestions than I had hoped for. Just great service. And a great tub!
Rick and Sheri were a pleasure to work with knowledgeable, friendly and always available to help. We love the tub! Thank you all! Vin Piro
The delivery was awesome, mike and dan, very friendly and did everything we asked when setting up the hot tub. My discussion about starting the tub was very informative but a lot to absorb. But the merrimack ladies are walking me through that stuff.
Bought a hot tub from them 19 years ago. She has been running happily for all those years on my back deck. She started dropping water last week and I was trying to determine if it was the end for the old girl? I called up for a service call and out comes John the God of hot tub repairs! 280 bucks later she is back to her old healthy self! Then later in the day John calls me to fix another small problem we spoke about(he found an old overlay sticker for my control pad). The best service I have had from any company in recent memory!
Great customer service!!Thank you Rick for your patience and knowledge on the swim spa trainer..Hopefully I can enjoy it soon!
I went to the Hot Tub Show in Marlboro looking for a repair company. I was not interested in a new jacuzzi. My wife and I had never been to one and did not know what to expect. The people from Crocker sales were amazing. We ended up purchasing a new Healthy Living 7.5 Spa.The sale took place on a Sunday and I was told to go ahead and call on Monday to schedule delivery. I waited an extra day and called on Tuesday. That is when it all started. You would think that once the sale is done they would just shuffle you along through the process. Nope not the staff at Crocker Sales. I was pleasantly surprised by the level and effort they went through for me to make sure every question was answered and all my needs were met. I can not say enough about the entire organization, Sales Department, Customer Service, Service Manager right down to the staff that delivered the spa.They were prompt, courteous, expeditious but thorough. They went through the startup and chemical doses required to keep the spa.I am simply blown away by the level of professionalism that each and every person I have had the pleasure of interacting with has demonstrated. Customer Service is a dying breed in many companies, not Crocker Sales.Thank you, it has been a pleasure.
We bought a hot tub here recently. Although we had checked out a few other stores first, my husband and I were pleased with the service we received at Crocker. The salesperson was very knowledgeable. We had many questions that, quite frankly, other hot tub dealers could not answer. Troy answered all of our questions and gave us confidence in our decision to go with a spa that we believe best fits our needs.
Ive dealt with a lot of hot tub companies over the past year, doing my research and planning for our much anticipated hot tub. My experience with Crocker has been A+. From the moment I walked into the Merrimack store I was greeted with a smile and the professionalism that I would expect never ceased. They were informative and understanding of all my rookie concerns. Theyre class acts and you wont be disappointed with your investment. Bravo!
The purchase of the hot tub went fine, but very disappointed with the follow up service. We were unaware that the cover lift was an option as it was never offered to us at the time of sale (purchased at the expo). When we inquired about purchasing the lift post delivery (delivery men suggested we get it) were were told we would incur additional costs for another trip to install the lift which is ridiculous given the proximity that we are in from the store. Customer service told us the onus was on us to ask for it during the time of sale. How do you know what to ask for if you dont even know it exists?
I had the pleasure of purchasing my very first hot tub from Crocker Sales! I got a Master Spa TS 240, and it is amazing! I had the most wonderful experience making the purchase; it was actually fun! And the customer service following the sale has been outstanding! Thank you, Crocker Sales! I love my new hot tub!
Worst service department we have ever dealt with. It’s been 2 months since we first called for a warranty call and we still have not been put in the schedule. They charge your credit card a trip charge for warranty calls (which should be free) before coming out. We will be be also contacting the better business bureau.
Bought our spa from a show and we were nervous at first with such a big purchase but went for it anyway. Crocker Sales has been very helpful with our tons of questions and concerns. We frequent there often to test our water and they always help to educate us on the proper care. Very happy this far.
My husband and I bought a hot tub from Crocker Sales. We did have a service issue with the tub, but when I called in they were really nice, didnt talk down to me as a woman. Problem was solved withing the week and wasnt really a big deal, but it was nice to know that you can call the store, 7 days a week, and always get someone on the phone that can help you. That kind of customer service is hard to come by these days. Thanks for your help!
I shopped around a lot before making my purchase. Im very happy with my hot tub. Troy was great during the sale. He followed up with me just to make sure everything went as promised. Months later and my only regret is not buying years earlier.
Couldn’t be more happy with our purchase from Crocker Sales! We absolutely love our hot tub and the service we received. Anytime we have questions they’re always there to help us out! Customer service is key! Feel confident about your purchase with them.
Great help from Troy and Andrea. I needed help getting my chemicals straight for my hot tub and they went over step by step what I needed to do to fix. Thank you very much.
Troy was very efficient and took the time to explain what I needed to do to treat my water. He was clear and concise and most of all patient! I would highly recommend this store for your hot tub needs.
Love my hot tub/service and sales. Was easy to deal with and super friendly. We use ours every night.
We own a Micheal Phelps swimspa several years ago. We needed service this summer. They got out to our house quick and went above and beyond to fix our tub and get it running.
Class act operation! Ive dealt with a lot of hot tub companies personally and through business and Crocker Sales runs a first class operation! A one stop shop for hot tubs, swim spas, decks and enclosures! Keep up the great work!
Best purchase ever!!! Its the gift that keeps on giving😉 bought my Masterspas trainer 15d and it was delivered end of November 2017 use it minimum of 4x week for exercise and every time i get out I realize again how much I LOVE IT!!!
Bought a hot tub thru these guys just about a month ago. They were awesome to work with and easy to get answers for any questions we had. Best guys best service around!
Crocker has been great with my purchase, install and continued service on my master spa. The water testing service has been very helpful and Troy is a pleasure to work with.
Just bought the Master Spa Twilight 67.25 from Crocker after going to 3 other stores. We had planned on checking out another store but buying here was a no brainer for us after we stopped in for the first time. The sales person was very knowledgable and informative but easy going. Seems like these tubs sell themselves. We really wanted a good hydrotherapy tub that was well insulated and made well and this tub topped our list and we were happy to find one in our price range.
Always love coming in to get supplies and make sure I’m doing everything right with my hot tub! Such a friendly staff! Troy Burnett is great!!!! 👌😀
Poor customer service. Never returns phone calls regarding concerns. Never addressed an increase in electrical costs that were 3 times greater than quoted. Never followed up with promised intervention; like contacting Master Spas on my behalf or a promise to call back after looking into the problem.
Love the hot tub I purchased here, the sales staff and delivery crew were very professional and I continue to go back there for supplies because of their customer service. Overall a wonderful experience.
Been a customer for many years. Bought a hot tub and pool from the Merrimack office. Excellent service all the time. Andrea and Troy are very knowledgeable.
Awesome service,place looks great, love the new look!!
Fast, friendly and accurate. Will continue to be a customer.
This place is so informative with all my questions and concerns i truly appreciate the wealth of information they provide
Customer service is horrible!!! If you are extremely lucky and never have to ask these people a question youll be all set. But be prepared to deal with the rudest, laziest jerks if you, god forbid, need them for service.
Customer service is terrible and they are extremely over priced. Just called to find out about service and felt like I was interrupting their breakfast. This is not the service department so give me $210.00 and we will have someone call and schedule a visit.
Great company to do business with, and the folks in NH are just so friendly and helpful 😃
Andrea is great. We’ve developed a great relationship!
Top notch company. Sales through service you cannot ask for better.
Great service.. always very helpful
I called there today to ask a few simple questions about what they had in stock and what the pricing was.The woman that answered the phone was nice. Put me on hold a couple times but that was ok. She was responsive and even asked if I wanted a call back. No issue there. Nice woman.I was finally transferred to a guy. He picked up the phone and was immediately distracted, had to say hello 3X.He was asked what units they actually had in stock there and what the price point was. He responded by telling me that depends... Hmmmm Really?I told him I didnt understand. He asked where I lived. I told him that didnt matter. He said it does I wont sell you a hot tub unless you live in my service area. I said I do live there. What do you have in stock and how much is it?Whats your name he asks me? I repeated my question as my name has nothing to do with my question either. Then I asked his name. He said you tell me yours and Ill tell you mine. Like a child. I finally hung up on him. Id stay far away from this ignorant guy. He actually told me he was THE BOSS when I asked for a manager. Then an owner he refused to connect me saying he was it.Absolutely childish and ridiculous. I just wanted a price and availability and I got the interrogation of my life.I told him I was gonna put reviews up on Facebook and Google and he laughed and said who cares go ahead! Hmm Ok. They have 25 Reviews and 4 one star reviews. I bet it was him every time. Here are a couple recent ones.. SOUND FAMILIAR???reviewed Crocker Sales Co. —1 starJune 15 ·I would not purchase from them ever again. The customer service is a zero. After I purchased a hot tub from them and took delivery I have be unable to get any question answered. I would not buy anything from them ever again.LikeCommentShareCommentsWrite a comment... reviewed Crocker Sales Co. —1 starMay 31, 2014 ·Worst customer service ever. They are great when you are buying your hot tub but when you come in later for supplies they ignore you. I was just in there to buy test strips and was completely ignored by not one but two employees so they could service other customers that were buying a hot tub. Not cool at all. The other customers even said that it would be fine for me to run my one little order thru and the woman said no she is fine. Unreal. I will never shop here again.
Love love love this place! We have had 2 hot tubs before the master spa twilight, customer service for the prior hot tubs was terrible, these guys have been awesome!
Best customer service and prices.
Always extremely helpful, informative, and most importantly patient!
We just had our second hot tub from Crocker Sales delivered last Saturday and Thanksgiving was hot tub day with the new spa.....We had bought our first tub from Crocker in 2001 and we loved it. We sold our home and the new house needed a tub to finish the backyard off, but first we needed the pool. We finished the pool in 2012 and it was now time to get another hot tub so we went back to Crocker Sales in Woburn spoke to Mike and fell in love with the LSX 900, my wife and I thought it may be a little to large but Mike said according to what we had told him about the last hot tub this would be the perfect one for us..... and he was right we LOVE THIS TUB........ :-) The people at Crocker have always been extremely helpful for us in the past So we are now 2nd time customers..... 5 Stars Guys youe always been there for us and Mike thank you for suggesting the right tub for our family.Rich and Elyse
Wow! I have had a totally different experience than Rich.My wife bought a hot tub from these folks while I was away. Not having owned a spa before, I drove over and asked if I could see what the electrical and plumbing looked like so that I could prepare those services at my home prior to delivery.The staff on hand could not accommodate my request to remove a panel on the side of the tub and I was told that I would have to make an appointment with the owner DAYS later.When I returned for said appointment, the feeling I got was that I was being a pain in the ass.Delivery proved to be difficult when we had to cancel the first date. The next available date was over 2 weeks later.So its been 3 months now and I decided to change the water taking advantage of a January thaw. I checked the filter, and after some research on the internet, found out I should have been cleaning it monthly and experts recommend alternating filters so that the dirty one can be allowed to dry after cleaning.I googled the part number of the filter and found it online for $20. Wanting to get my spa up and running asap, I drove to Crocker.When I gave the guy behind the counter the part number of the filter, he said that meant nothing to him. He needed to know what spa I had. ????That spa right there I said. Then he went on to tell me that he had a filter that the manufacturer has changed the part number 18 times. ????Things went downhill from there.He came back with the filter, and there on the side was the part number that I had given him in big black numbers.I asked about soaking the dirty filter overnight in TSP or some other cleaning agent. He said that he did not know what TSP was and that in 16 years in the business he has never soaked a filter overnight.Okay...what do you have to clean the filter?He left without a word and came back and put a bottle of solution on the counter.That will be $73.I was gob struck. How much is the filter?$50 he replied.Now listen. Profit is not a dirty word. Companies have overhead. But 150% markup from online? No, thats gouging.I slid the filter back to him and said Ill take the cleaner.So I get home and start spraying the dirty filter with this solution. In no time my hands are stinging and my wife says to me that smells like muriatic acid.Turns out the stuff is muriatic acid mixed at 20:1 with water.To sum it up, I drove for an hour round trip, paid $18 for 1 ounce of muriatic acid that I could have bought at Home Depot for $8 for a gallon, was asked to pay $50 for a $20 filter and got a whole bunch of attitude from a 16 year veteran of the industry who didnt seem to know the basics and didnt think that it was important to tell me that I was buying muriatic acid so be careful.I will never step foot in Crocker Sales again.
Excellent service and knowledge for all the spas
Great store troy was very helpfull
Horrible-not helpful -do not go here
Extremely poor service and very over priced. Would rather drive 30 minutes than around the corner to them.
Great hot tub, wonderful salespeople
Great service, great people, very helpful
Very nice and helpful people
Fabulous customer service!
Very clean store, they had everything I needed
Best Service Around!!
Great sales force
Troy rocks !!! Excellent service department!!
Not customer oriented.
Miss the old owners.
Friendly staff!
Thanks for the help
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