Crocker Sales

The service has been exceptional for nearly 3 years now! From purchase, to delivery to owner support. Andrea and Brandy have been amazing ! ZERO issues with the quality of my Spa, love it!

Purchased a Masterspa from them. Months later the waterfalls started leaking rust. Reached out to Crocker sales, they would not even come out and look at the tub without first being paid a service fee of $79. At the time of purchase we were assured that they come with a great 3 year warranty and so on. and nothing to worry about. If you plan to purchase from them, make sure to ask all the details about actual coverage. Very disappointed with the service. *Will update more once it actually gets looked at, and they let me know if it will be covered or not.

One stop shopping for all the hot tub needs. They need to expand their services to Western Massachusetts.

Picked up a new hot tub cover. Staff were prompt and so friendly. Highly recommend these folks!

The single star is for the first person I spoke with. We were having issues with our hot tub and wanted to begin the service process. She was informative of the first step only. From there it went down the drain. almost literally. We will not use them again for service.

I agree with the previous reviews that hiring an attorney is the only way to deal with this company. They did not register our spa and we were never informed of a critical recall. Recently we called for service and they charge $240 to offer the opportunity for an appointment and then charge a cancellation fee of $60, even though no appointment ever made. They won't review their "policy". BBB is of no help, unfortunately. Avoid them

I do not understand why a pool/hot tub company also doubles as a property management company. They should not be doing either, they do not care for their customers or tenants. They are under staffed and treat people like trash. If someone wants to use these people for their business, i would strongly suggest looking elsewhere. I would leave no stars if possible

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. I've 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.

We need a new heater for our hot tub Yesterday 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, he'll be back in a little bit" I asked if that meant 5 min or 20 min, woman said she didn't 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

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.

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. I'd recommend them for providing value for the price knowing that they stand behind their products.

Worst experience I've ever had with any company. Purchased a swim spa & had nothing but issues. From the beginning they never communicated with the salesman who sold us the spa. The sales man reassured us that all our needs would be addressed by Crocker Sales, especially with hiring a crane to have spa lifted into our backyard. It wasn't until we called and asked what the status of our delivery was that they realized we needed to hire one.

It took 3 months after purchase for spa to be delivered. This was in 2017 so COVID was not a factor. Any issue we had such as parts that needed to be fix was always an issue & a bad attitude from staff as if we were bothering them. Then last year in May we noticed cracks to the liner & after several phone calls & pictures sent to Crocker Sales, we were told that they had to come & drain pool so they can lift it to inspect the pad that was installed.

Our contractor who installed the pad had to call the manufacturer of the spa to get the specifications for it because Crocker Sales never got back to them. After inspection was done the employees left my swim spa at least 3 feet from my deck & I had to call them back to return to move the spa back where they found it. Also the employees told me there was no significant problem & that our contractor didn't need to come & they would send results to the manufacturer & then get back to us.

After a year goes by I had to email Crocker Sales & the manufacturer asking what the status is because I would get no answer when I called. Then the manager of Crocker Sales calls me & interrogates me on what phone numbers I called. He finally tells me that the inspectors found the pad was 1/6 of inch off & that he still had to send findings to the manufacturer. Of course when manufacturer finally received their report they said our warranty was void. Please Avoid using Crocker Sales unless aggravation is something you welcome.

Patti and I wish to express our appreciation for Dave and his crew whom prepared and poured the foundation for our new fitness swim spa. They were an absolute treat to work with. The three of them were friendly, knowledgeable, and extremely professional. They patiently answered all of my questions and did a beautiful job. We would recommend them to anyone that we know Thanks! Norm & Patti Long Nashua, NH

When the sales person tells you delivery in May after a purchase in Jan, zero communication/updates and when you reach out and they tell you September, 9 months later? So if our contract says 7/8 months, which is not what the sales person said, what can we do? breach of contract?

We went to the NH location for a SPA Tent event. Although all units were sold out, we ordered a Clarity 7 spa. Although it took a long time to come in, due to Covid-19, we were kept in the loop for delivery. The day of the delivery, the team showed up pretty late, which wasn't surprising due to getting tubs delivered due to the backup from Covid. After the delivery team left, I started to fill the tub.

About a hour into it, I went to check the water level, and there was water coming out from the bottom. I tried contacting the store, but it was too late. The delivery person told me the tubs are water tested prior to leaving the factory, which in this case, it was obvious that it wasn't. I had to take the service panel off, as well as another panel to expose the leak.

It turns out the fitting was hand tight, so I had to tighten it up, leave it overnight with a cup under where the leak was so I could make sure it didn't leak when I looked at it the next day. I contacted the service department, and explained what I did, and they said that should fix the issue. I was hoping for a follow up call after delivery and more so after I experienced this issue.

I think people like to have a follow up, especially when a hot tub is new to them. Other than that, I consider it a minor issue. Luckily I am handy enough to know how to troubleshoot this type of issue.

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 it's 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 didn't feel right after my experience as a buyer/consumer prior 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 won't 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.

Hot tub screen and remote issues. Replacement radio remote is 150$! 80 dollar unsaid surcharge with warranty repair What's next? High pressure sales with no back up on gear Would not even clean and service it!

The service at Crocker Sales has been great. Far exceeded all expectations. All from placing the order to Installation. Delivered on time and the Spa has been flawless. I have been buying the chemicals from Crocker and they are great. Extremely helpful crew. Thank you Rick. Denise Caine

Went to the hot tub expo at there Merrimack NH location. The staff was wicked rude and the woman helping us was a straight up bitch! F them! They suck!

Rob Sarbone was our sales rep. He was fantastic! He showed us all the features on the spas and was very patient and helpful. My husband really didn't want to buy a spa when we went down to the Merrimack store but with Rob's help, we left with one coming to us in October. Can't wait! Thanks Rob!

Bought a hot tub from them a couple months ago. It is truly the biggest pile of **** I have ever bought. Almost 15k and all I keep getting is error codes. I had a 6k hot tub for 12 years with ZERO issues and this Michael Phelps edition pos has been nothing but issues. If you call them you get a voice mail that says sorry we are closed please leave a message.then it says sorry our mail box is full goodbye. Unreal.

Wish I had never found them. Also they showed up with the hot tub to install it and they said I didn't "purchase" the hot tub cover opener. 15k later and they tried getting another 350 bucks out of me. Unreal. I told them to take it back and amazingly they had an extra cover opener in the truck which after a phone call to the boss they said I could have it. My first 6k dollar hot tub came with this without asking!?!? Snakes!

Rude staff and terrible service. Go anywhere but here. Dishonest and unwelcoming. Purchased a spa from the expo and when it arrived it was missing some of the features I paid for. Nothing was done about it.

The worst. STAY AWAY. Purchased a swim spa @ a show. Crocker employees were rude & unprofessional. The last service technician was awful. He did not want to hear the truth & had to ask him to leave my property. The people @ the store weren't any better.

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. The only reason I gave them a 1 star is because I had to in order for it to post. Follow up from there respond The credit card was taking by your store and your store name and address is in all the paperwork and the calls came from your store to set up the delivery. So don't say you have nothing to do with it. The sale person also said he works for you. So take retaliatory for what you sold me and the service you don't have

Received our hot tub yesterday and had a great experience through the sales process, testing water and even the delivery. Can't say enough about how thorough the delivery guys were in explaining what to do, how etc. it's also comforting knowing that the product we purchased is exactly what they have at home and use with their families. Very happy

I purchased a hot tub at the hot tub expo in Marlboro. Slick sales techniques. Troy makes promises that he conveniently forgets. I was promised a cover that could withstand my 2- 100lb dogs' weight. He told me that was not a problem. Fast forward to delivery- now he has no idea what I'm talking about. I have a sunken deck and my dogs have constant access.

He saw pictures of my deck and of my dogs. We discussed both in depth. Now he says that he meant that if they walked on it once, they wouldn't fall through. I should apparently tell the dogs not to walk on it. (By the way, the concern is similar for a child) My only option is to purchase another cover from them in which they'll give me a "great deal". Don't do business with this company!

We did our research and visited other competitors when we were purchasing our hot tub. After many months of shopping around, we decided to purchase from Crocker Sales in woburn, MA and we have no regrets. Our sales person was Brandy and she was wonderful. There was no pressure to purchase and she was able to answer all our questions. We felt it was the perfect hot tub with all options we wanted for a cost that fit our budget. We've had our Master Spa twilight since mid April 2018 and love it.

Our delivery arrived in the time frame that was given to us. The delivery team was great at setting up and explaining the exact process to set up our hot tub. After our initial set up and filling our tub we did go and do our weekly water tests with Brandy and she was always attentive. She never made us feel like with didn't count after we purchased.

She told us the amount of chemicals to put in our water to get it perfect and it always worked. If you are researching, you have to check out Crocker Sales and speak to Brandy. She is great and helpful.

The people here are awesome. Old time customer service or the way customer service should be like. They greet you with a smile and ask how they can help you and then the amazing thing, they actually help you. They only sell you what you need and their suggestions are very helpful. I have had a swim spa for awhile and recently ran into some water balancing issues. Brandy treated me like I was her only concern.

Very knowledgeable with straight forward instructions that worked. I went back to get some supplies shortly after that and she remembered and asked how the spa water was. They care about their customers. I will keep going back and recommend others to to the same.

We bought our Michael Phelps Spa at a hot tub show and the sales person and delivery were just fine. What has been incredibly disappointing is that if we don't clean the filter every 2 or 3 days the temperature drops into the 70s or 80s making it too cold to use. Our previous hot tub was incredibly low maintenance and I wish we had been told about this issue prior to purchase.

We did not shop around and this was a total impulse purchase. Since learning about this filter issue my husband has been trying to stay on top of it but once again this morning after a hectic week, we grabbed our coffee and headed outside only to find the temperature in the 80s. I'm hoping to inform others before they suffer the same disappointment.

Our remedy is going to be to buy a second filter and keep a calendar on the fridge to swap out filters every other day. If you don't mind adding this additional chore to your life, its a great spa.

I've 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. They're class acts and you won't be disappointed with your investment. Bravo!

Class act operation! I've 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!

Last weekend my husband and I traveled to crocker sales to purchase a new hot tub. Our current hot tub came from crocker sales. I have been a customer for a number of years and was overall satisfied although never wowed by their service. We came in and we're questioned as to what we needed and clearly described our desire to purchase a hot tub.

The service people waited on several individuals with water samples while we waited for a sales person. We were told her was on the phone. After over 25 minutes and being told that the person who could help us was on the phone we were disappointed and left after being asked if we wanted a phone call. We left angry and upset at our treatment. Fortunately we headed down the road to Wakefield and north shore pool and spa. We purchased a wonderful spas and are thrilled. Crocker will likely be our of buisiness.

My elderly parents were visiting us and they fell in love with the hot tub we had at our house here in Florida. They wanted one just like it at their home in Boston. I was able to call my local dealer that we bought from and he referred me to Crocker Sales in Woburn. I spoke with Mike and he set everything up. Mike ordered the spa and it was ready for delivery when my parents got home. One week after they got home they were sitting in their very own hot tub. Thanks Mike and Crocker Sales for making this a great experience!

Terrible customer service once the payments for our swim spa were complete. Uncooperative and a bad attitude towards customer service issues. Our swim spa cover is taking in water so I called to ask for advice on how to repair it. The woman who took my call said there was no way to repair our swim spa cover and we had to by a new one for $1500 plus shipping and installation charges.

I asked to speak with their repair dept. and after going round and round with her refusing to allow me to talk to anyone because "there was no way to fix it" she finally said she would have someone in their repair dept. call me. Minutes later I spoke to their repair person who asked good questions and gave me a workable solution to fix my cover that didn't involve spending any $$$.

The front line customer service woman was all about the sale, not addressing a customer need. Front line customer service is so important. Crocker Sales has a long way to go if they have any interest in providing good customer service.

Bought a Vita Spa from Crocker Sales in 2008. Promised an extended warranty but Vita Spa went out of business, were told the warranty was no longer valid. Have been having problems with the spa within the first few months and have received no support other than to be told there is an exorbitant fee just to have someone come and look at it which must be paid first.

Now there is a leak (10 year warranty) which they still refuse to cover. Buyer beware: If you choose to purchase anything from these people, get everything in writing and be very specific on the warranty, making sure they they back what they sell and cant make any excuses for when you have problems. We very will may purchase another hot tub but certainly not from these people.

I bought a Spa from them in 2010 from a "spa show", and we have been generally happy with the spa. However, there was very high pressure buying the spa. However, the reason I'm writing this review is the customer service and their pricing. If you look on line, you can buy the MasterSpa filters for $28.99 (with free shipping when you buy a couple).

They want $49 and were quite obnoxious! I moved jobs and found R&R pool and Spa in Littleton MA who were just outstanding customer service, charged less for their supplies, and treated me like a customer they wanted to keep with free water analysis, xxx% discounts as a regular customer etc. Anyway - Look elsewhere for your pool and spa sales, service, and support.

Great service great hot tub selection I own a 2007 four person hot tub runs great no issues they've always been available to come and service the hot tub The motor was replaced twice in seven years and the cover had been replaced once.

I received my hot tub last week and am extremely happy. I moved here a couple years ago with my three children and I shopped all over before finally nailing it down to Crocker Sales. They had the largest inventory, so I actually got to see what I bought before getting it; plus, the saleswoman went that extra mile to have my Model filled and heated instead of just trying what most had randomly filled so I could do a wet test the one I was interested in before making my final decision. Everyone I dealt with at Crocker has been very friendly, courteous and knowledgeable making my decision even easier. I totally recommend this place!