The Hot Tub Factory — Attraction in Town of Islip

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. I've 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 didn't. 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.

Mike's 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 don't 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 don't 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...

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...

5 stars for the tub. 0 stars for the service department. 5 stars for the service technician. 3 stars for the Hot Tub company overall.

We bought a hot tub from the Hot Tub factory March 2021. We LOVE the tub and use it 3 - 4 times per week on most weeks from September - June. We never owned a hot tub before, and the learning curve was simple, and the tub is easy to maintain. I highly recommend a Jacuzzi tub.

With that said, we recently had an issue with the temperature sensor which is still under warranty. Unfortunately, dealing with the service department at the Hot Tub factory was challenging. It took three phone calls over the course of 3 days to finally speak to someone. Christina, the manager of the service department, scheduled an appointment for a tech to come out to us and informed us that there would be a $125 service call. Typically, this fee would have been expected, but when we purchased the tub we also purchased an extended warranty. This warranty does not state that a service fee will be charged for each call in the contract; however, it does state that we could be charged a "reasonable milage fee." $125 did not seem like reasonable mileage charge from Bohemia to Wantagh, when the US Government milage rate is 65.5 cents per mile. When we questioned this, Christina dismissed our concerns with inappropriate analogies and continuously talked over us. The experience was beyond frustrating and outright infuriating. I repeatedly asked to speak to her manager to no avail; however, once I threatened to post a bad review, Mike the owner called me.

Mike listened to my concerns and tried to deescalate the situation. He stated he would re-instruct his staff and he also waived the $125 fee; however, he stated that we would be responsible to pay this fee moving forward if we had any additional problems. I am not sure I would have purchased the warranty if this was articulated clearly in the contract. I think the Hot Tub Factory needs to update their warranty contracts to reflect clear language and all charges upfront. This would have avoided this dispute entirely.

In the end, the technician came within a few days, fixed the tub quickly and without incident and we were back in and enjoying it, which was very much needed after all that...