Absolutely horrible customer service, sorry we ever bought a hot tub from this location. Calls are not returned, emails are not returned, service appointments are missed and when they do show they have wrong parts. My opinion would be to buy elsewhere! They were not worthy of the 1 star I had to give them!

If I could give zero stars to the hot tub factory I would. I have utilized them for many years and every year they are worse and worse. I had to have my tub serviced this year and I had two companies comer to repair the mistakes made by this company. They sent service technicians who did not know what they were doing and they destroyed my tub. I paid them thousands of dollars in the past few years only to have to pay other companies to now fix the mess that the bot tub factory created. The owner of the company would like me to accept that these mistakes were human error. So i am to accept that your company sent technicians that did not know what they were doing; pay thousands of dollars for those mistakes on top of thousands to other companies without any form of compensation other than an acknowledgment that your company has no clue what they are doing. This is the last time they serviced my tub and that is how they left it. They jammed my circulation pump in so that wasnt allowing the water to flow properly. Left wires everywhere. Installed my heater incorrectly using improper gauged wire to the point where other wires were burning up. In return they have done nothing to correct their mistakes. Luckily there are companies that do not treat their customers like this.

Fun play laid back and doesnt pressure you too much our sales person Craig was wonderful!

A great pleasure to deal with when purchasing a top of the line tub. Despite all the craziness going on today with COVID, they have been nothing but accommodating when working with us to try and get us our tub as quickly as possible. Obviously, there will always be delays due to manufacturing, but this is beyond their control and Alexis, was always keeping me in the loop throughout the whole process the best she could. She was a gem. SOOOO happy to finally have the tub in my backyard and the anticipation made is incredibly worthwhile. Looking forward to many years in this Jacuzzi.

Love our hot tub. We didn’t do a lot of research and asked them a lot of questions instead. Mike directed us to a tub large enough to fit our family of 5 and it is still good on electric.We took the Hot Tub University course, but honestly it has been pretty easy to maintain the hot tub and we’ve had it for about one year.We also signed up for the plan where they send the chemicals via mail to you as you need it. That was also helpful because we haven’t run out thanks to that.Overall super happy with the Jacuzzi brand we bought and their education and support throughout the process and after the sale.

Horrible experience, we went into the hot tub factory, and there were two sales people on the floor, they wouldn’t so much as look up at us. We went in with the money to purchase a new hot tub, and just needed some questions answered. When we walked in they said hello, and continued on their way. they were sitting at the table with other people, but instead of excusing them selves for one second just to tell us to hold on will be right with you, they decided not to even look at us. We sat down and waited for about 15 minutes maybe 20, when we decided to get up and walk out. I would spend $1000 extra just not to buy it from them at this point. Not sure if the price is a good or not because we never got to that point. I hope your experience with the unfriendly staff is better than ours.I rate them a 1 out of 10, only because the show room looks so nice. Terrible customer service, I will be looking elsewhere for sure.

Dealt with Rich on purchase. Whole staff has been extremely accommodating. From purchase, to deliver, to follow up. Everyone greets you with a smile, and everybody is willing to help. I randomly stopped in the store, and the owner Mike greeted me like I was one of his only customer (which I know isnt true!) , and was very very friendly and helpful. Whenever I had minor issue, the staff stepped up to help me. Top notch care. Highly recommend if you are looking at purchasing a hot tub!

Be careful, ask questions and if you finance you dont need to put money down or pour a slab until you have the tub in the warehouse. If they say 16 weeks its 6plus months before you see the tub. I posted pictures on Facebook review.My family and I went into an agreement where we asked alot of questions and tried to make sure we werent surprised with anything. It was like a bait and switch sale. We were first told that the tub would be in the warehouse in 16 weeks, then got a call that it would be at least 6 months but more likely longer. That alone would have been fine but then a call asking for $3,000 now to put a slab down made us question what was going on. After finding out the slab was only $1500 and the other$1500 was for a down payment which wasnt apart of the original deal we agreed to the $1500 for the slab because he was being pushy. Mind you for a slab to be poured with in the next week for a tub we may not see for another 6plus months, didnt make a whole lot of sense to us but we said to ourselves whatever. After that was settled, my husband understandably now upset that the 16 weeks turned into 6 to 12 months and the no money down turned into $1500 down said there better be no more surprises or were pulling the sale and the man[Norm] pulled the whole sale on us based on that. Very sketchy business, pulling the sale showed to me that there could be more phone calls like this in the future. Why else would they pull a $16,000 sale?For the amount of money you put into this you should feel 100% trusting of the people you are purchasing from. I worked in furniture sales and I do insurance sales now and it sounded like they needed to meet a goal this month and because you dont actually pay for the tub until it hits the warehouse the only way to do it was to get as many current customers to put money into something even though they werent getting it for over half a year.We discussed the deposit and slab the day we purchased it and we were told no money down was necessary, there was no reason for us to get a call 3 days later asking for $3,000. Period. It was bad business and beware not to get roped into it when you have a ton of other options in the area with employees that are much more customer friendly.

If you are looking to buy a hot tub go no further than the Hot Tub Factory. We went to a number of places and at the Hot Tub Factory we had a great experience from beginning to end. Mike knew exactly what we wanted and his entire team has taken great care of us. I cannot express how happy we all are with the quality of their work and all of us just love our Jacuzzi. I highly recommend that anyone that wants a hot tub to stop by the Hot Tub Factory before they make their final decision.

Great showroom and great people. They really helped educate us and provided us with the information we needed to make an informed decision on a rather big purchase. Quality products and no pressure environment. Highly recommend. So far no complaints.

This company is very customer service oriented. I had my fireplace insert installed and they were able to tell me what I needed. I trusted their opinion and suggestions and never disappointed me. I strongly suggest them. I stopped by their showroom in Bohemia and let me say that is an amazing setup and makes you want to have your backyard designed by them,. excellent quality and beautiful designs.Strongly suggest The Hot Tub Factory.

I recently bought a hot tub from Rich. He was so helpful and available by text even after hours and on weekends to answer any questions i had. Amazing service! Thank you Rich!

We have never owned a hot tub and were worried about purchasing one. We ended up purchasing the J345. Everyone that we have had contact with, Mike, Norm, Christina, Pheby and the delivery guys, have all been amazing. All questions have been answered or directed to who could answer them. Everyone has been professional, courteous, and friendly throughout the entire process. Thank you so much!

Great experience. From mike in the showroom, to Norm on the delivery side. Even their recommended electrician Scott was great!. Any issues were handled immediately. Extremely satisfied and highly recommended.

After shopping around, I found that the team at the Hot Tub Factory was extremely useful in helping me design and plan the best placement for my hot tub. I bought a Jacuzzi j-365 and Norm got it to my home on the day it was promised. I love the look, the relaxing moments, and the price. I was very happy with the service and would highly recommend them.

Very happy with this company, the wife and I wanted a hot tub and were referred to them by Jacuzzi. I emailed them and Rich called me right away, we set an appointment and he walked us through all the different models and options, answered questions, and helped us get exactly what we wanted. They even held the hot tub while we had some work done and delivery and installation was excellent.

I had recently visited their showroom which had a great selection of products. The sales rep was very honest and did a great job explaining the difference between hot tubs that we were considering. When we decide to make the purchase we will be using the Hot Tub Factory because of their professionalism and honesty.

Spoke with Maria about a problem with my hot tub she was super knowledgeable, I highly recommend this company they went above and beyond for me thank you Maria

They are very knowledgeable and offer the best tubs on the market. From being able to wet test the tub in the showroom to a smooth delivery process I would highly recommend The Hot Tub Factory.

Great selection. Very helpful staff. Real pros at what they do

Great company to buy your hot tub. Highly recommend

We have been enjoying our jacuzzi tub since June. We are using the tub almost daily and find it very easy to maintain. The staff at the Hot Tub Factory has been amazing and we highly recommend purchasing a tub from them.Erica & Kurt, Babylon

We ordered a fireplace insert from The Hot Tub & Fireplace Factory, and found the service from the showroom (Anthony), to the install (Norm & Chris) to be absolutely perfect. Their team took the time and effort in the showroom to help explain the difference between vented and non-vented insert options and walk us through how they work and the different options we could choose from for our home. Norm, went above and beyond to also address any concerns we had about how they operate given we are first time home owners, and also describe different options for tailoring the install to achieve a beautiful aesthetic result, without compromising safety, and making sure it was easy to use. Chris, the install technician, was extremely thorough, taking time to install neatly in our home, and was very patient with us to make sure we knew how to operate the insert, answer any questions we had about operating the insert, and explaining how our damper works, and offering his contact information in case we ever had an issue. We are very happy with our fireplace insert, and the level of service we received from The Fireplace Factory, and would definitely recommend it to anyone looking for a fireplace or accessories.

I had a great experience with The Hot Tub Factory! Their service was prompt and exceptional! Christina Ryan, their service dept. manager, was very helpful in arranging my appointment and explaining hot tub functioning (I am a new Jacuzzi owner). Bill, the companys service technician, was extremely competent, knowledgable and patiently answered my many questions regarding hot tub maintenance and operation. I look forward to working with The Hot Tub Factory in the future!

I have been trying to get a leak fixed for about 1 year now. They came out twice and could not fix it. I was told they were going to schedule a visit to make the repairs as it was a big job and the tub needed to be accessed from underneath needing two techs. THAT WAS LAST YEAR.! I have called over 6 times and was told they only have one tech working and one in training but dont know when they can get someone out to me. I am still waiting for a call back from my last request - 2 weeks ago. I would appreciate if someone could get back to me about the repairs.

Just had a Jacuzzi hot tub installed by Mike and Norm. Customer service, delivery and installation was first rate. I have not used the tub yet but everything seems to be working fine. The customer service so far has been great, and we look forward to working with the Hot Tub Factory team for a long time to come.

If you want the best, The Hot Tub Factory is the obvious choice for your hot tub!

It was nice there the sales associate was helpful and knowledgeable some of these hot tubs are truly amazing now to narrow down which one to get

I love the jacuzzi. They have worked with me a few times on different concerns and they always find a way to work it out so everyone is happy- I appreciate that. Thank you

I purchased a Hot tub a few months back. I delt with both Mike and Norm on separate occasions. Both men were very easy going and professional. My hot tub was a beautiful 7 seater with a waterfall , lights and blue tooth speakers. Gorgeous model. I was extremely satisfied with my purchase. Also if anyone ever has any issues with their purchase for whatever reason , just pick up the phone and speak to either Mike or Norm.Their normal down to earth guys and they’ll be more then happy to speak to you.

Got a Pellet grill love it! Heats up so fast did not expect this! Great people to deal with.

After 5+ months of attempts to fix the most recent issue I’ve had with my hot tub, I wanted to post this review so that anybody considering a Jacuzzi can be fully informed as to the extent of what they’re getting in to. I looked at numerous other brands with similar features, that were generally cheaper, and still chose this based on the friendliness of the owners of The Hot Tub Factory, as well as the reputation that Jacuzzi holds in the industry.I purchased my Jacuzzi in April of 2015 from The Hot Tub Factory. During the first year I owned it, things were running fairly smooth, outside of a circulation pump/switch that was replaced under warranty. Towards the end of the first year, I started experiencing problems with the lighting system. Several of the lights were coming on in one color, while the rest of the tub was a different color. I believe the first call I made about this problem was in April or May of 2016.After several repair attempts, multiple part changes and no resolution, I gave up and decided that getting the lights back in sync was not worth the headache of scheduling the numerous unsuccessful house visits for repair. Finally, in December of 2016, the lights stopped working completely. At this point I reached out to Jacuzzi directly so that they were aware of the issue and could hopefully intervene and help get this resolved.I can’t count how many times The Hot Tub Factory has been to the house, but after 5 months of scheduled visits and multiple no shows, the lights still haven’t been repaired. Jacuzzi has attempted to keep me smiling during this disaster of a process with free filters and other items – but ultimately told me their hands are tied since The Hot Tub Factory is the only local dealer in the area and is responsible for the warranty work. As a brand, Jacuzzi has fallen off my list when you consider the words premium, reliable and desirable.Whether this falls on The Hot Tub factory for failing to possess the capability to repair the tub, or Jacuzzi for failing to build a reliable product I’m still not sure.As of my most recent conversation with the Hot Tub factory, I was threatened that any negative review posted online would result in gag order being drawn up from their lawyers and legal action regarding this review. Safe to say that my confidence in the ability to repair the tub has dwindled to nothing after the 5 months they’ve been trying, at this point I’m more comfortable knowing that any other customers considering a Jacuzzi will think twice before buying the subpar product that I’m totally stuck with at this point.Hopefully my continued conversations with Jacuzzi directly will result in some sort of positive outcome here, I really just want the product that I paid for to work as advertised.

The guys were great. Hard install and removal, they were pleasant and friendly the whole time, got the job done, and it looks great.

Very nice and info on therapy units to help with everyday pains was very helpful in buying the unit we want

Unfortunately I am in the process of contacting a lawyer. Not only was my Fireplace inert installed wrong . (Ihe had no knowledge of the product}He broke parts of it . now my chimney is falling apart and the insert is broken .On installation he drop the chimney cap almost hitting me . BUT the cap was put back not attached correctly . so now I have a chimney cap is off the chimney . it fell of the roof breaking the chimney.,the inert is broken and keeling cold air . I under stand why they insisted on cash only on delivery . This leaves me with a VERY big problem and expense .Norm could care less . He was going to send some one to take a look but since he is so busy they were unavailable 6 weeks . I have contacted Suffolk county department of consumer affairs. The could all be resolved if this company was willing to stand behind their product or installers. All i wanted ..and still want was to have this FIXED. THEY clearly do not care about the customer

First time hot tub owner and could not be happier with the knowledge, patience and service of the team at the Hot Tub Factory......So far everything has been first rate and above expectations and am looking forward to a long relationship with this top notch store.

Great experience with Hot Tub Factory ! Hot tub was delivered sooner than expected ! Norm was great ! Very helpful, knowledgeable and professional always there to answer any questions ! Delivery team was also very professional and helpful ! Thank you Hot Tub Factory !

We made the right move buying our Jacuzzi from the hot tub factory recommend highly

If there was any way possible to give 100 negative stars I would give it to this company. This company is dishonest and deceitful. They do not back up there warranties. You basically get a taillight warranty. After they deliver it and get paid they dont want to know you.I purchased a Jacuzzi J465 hot tub from them and had it delivered on 9/11/13. Since that time I have had nothing but problems. What was supposed to be a nice thing for my wife has turned into a nightmare. After being treated horribly time after time. I finally wrote an unfavorable yelp review.Since that time I have called Jacuzzi and they state they cant do anything to fix my tub as the warranty is through the hot tub factory. The HTF is on the hook for my product. Christina in service is excellent but her hands are tied by the owners Norm and Mike.I paid an employee to go and pick up new filters for my Hot Tub. When they returned I stated I had never seen filters like that before. I made a trip to the hot tub factory myself to exchange the filters. They then explained that the filters they gave me originally were wrong and some clear ray system they charged me for when I bought the tub wasnt even working because they set my tub up wrong. I have set up appointments to have the tub fixed and I have been pushed back week by week by lies and more lies by the owner Mikes son chris. Stating they dont go to my town on days I was scheduled to be service. Lies luke the parts they needed didnt come in yet. Today I am told they wont look at my tub till I remove the review. I explained fix my tub and I will remove it. I can not consciously remove the review to better my situation and let another long islander fall into the pitfall of this shady operation. There are several great places to purchase a hot tub on long island. Definitely do your research. This place is horrible. The owner mike has the audacity to try and inform me that they sell fireplaces and outdoor kitchens. Are you kidding me. I would never buy anything from you.

Long story short, we purchased a i J-355 floor model from Mike, one of the owners at the Hot Tub Factory, and are very happy. I would send my friends there.We spent more than we wanted, but we originally budgeted for what I knew would be a throw away tub on 5-7 years. Instead we invested in the Jacuzzi brand.Warranty is basically 5 x more than the models that were slightly over our budget.We also wanted local service, from whom we bought from, which Hot Tub factory offers.Communications were great, tech were as good, and Norm (one of the owners) has made followup call and email to make sure there were no questions and all was fine.Ive had questions afterwards, and responses were quick and informative with ZERO run around. We are first time hot tub owners, but have owned pools, they are not the same.Long story.......... pull up a chair, get a cup of coffee.So wife and I were shopping for a hot tub. We had a budget.We had hit a few places, got some end of the year deals that were just out side of our budget.Most were no-name brand, 1-2 year warranties, from local hot tub shops that have been around for a while. All were helpful, almost put down a deposit at one for a floor model. But we didnt. I knew of the Hot Tub Factory from seeing their red tub off of Sunrise Hwy. Went there, they were gone,found them in Bohemia.We happened in on a day when one of the owners, Mike, was covering the floor.Mike took his time, as long as we need. He did multitask, but we were there for a couple (maybe even 3) of hours in all fairness. It was apparent there was night and day between the tub were looked at and the mid line Jacuzzi tubs, and you pay for it (as we drooled over the top end Jacuzzi models) . but on the end we made the choice to invest in a Jacuzzi brand tub. Warranty was far better than the others we were quoted, 5x better.Mikes goal is to put you in the tub your looking for and to be satisfied with your purchase.He brought us through a line of questions that helped him understand what we were looking to get from the purchase.(I have injuries from looong ago, and suffer pain every day in my knees and back from them and the arthritis. And that winds up muscle fatigue and such. My wife has RH. I can tell you, now after own the tub for a couple of weeks, it does wonders on the effects from the pain and arthritis, and also really helps you unwind from the daily stress. Spend and hour in the tub, and your ready for bed.)Mike worked with us on the delivery , and had a ton of patience with us that day. It was a was a big purchase for us. The wife and I spent a lot of time pondering the purchase and weighing out options, and all the input from Mike , and the others we had seen previously.I dont know about the commissioned sale people there, but I can say Mike, one of the owners, spoke from experience, was a straight shooter, and was willing to put up with me.I dont like salesman, and have had many walk away from me. Mike was professional and patient.Than when it came time to schedule delivery, Mike went an extra mile to make sure particulars were on order with the tech before he left town, and Norm (the other owner) followed through. Both were great with communications. I had not gotten a package with the manual and warranty and remote, Norm got in the middle, and the office manager called me, and the next day I had everything.The Techs were a little late getting there, but they did communicate with me and were apologetic. It was a cold rainy day, but they got it in place, cover on, and ready for the electrician who was there 2 hours later (I had scheduled the electrician). The techs were good guys, handled the tub as gently as one can. No damage to the tub or patio.They cleaned up well.I had a few questions after the tub was delivered, while waiting on the electrician, and called Norm, and got straight answers right away.Mike and Norm, thank you.

Great customer service

Took my deposit and never delivered my product, out $3000. Avoid them at all cost. I gave them one star because i had to in order to post.

Very unprofessional