Ohio Hot Tub & Sauna Formerly Ohio Pools & Spas — Local services in Jackson Township

In early January 2021, we began shopping for a spa. We visited a total of 6 showrooms in NE Ohio. One of them, we visited twice and that was Ohio Pools and Spas in North Canton. It was on that second visit we accepted their offer of a "wet test." The model we wanted happened to be filled with water on the showroom floor. I highly recommend you do this when shopping because you and your family will fit differently in water vs. a dry tub in a showroom.

Of all the showrooms we visited, there was only one company that returned emails timely (if at all), did not trash-talk the other brands/showrooms and had a way of doing business that distinctly focused on customer service. While we ended up with a HotSpring "Flash," we really cared about where we were buying it and from whom. Customer service matters! During the majority of our visits, they didn't even ask us our names but instead dove headfirst into their sales pitch. Again...not the case here.

Zack (sales): absolute rockstar! We can't say enough good about Zack from the moment we walked in the door. We were already reaching burnout as he was the 4th salesman we'd encounter. "Zack, thank you so much for your customer service. It did not go unnoticed! You ARE the reason we came back."

Cary (service/delivery coordinator): The handoff to Cary was flawless. While COVID was still quite a thing, we did a virtual walk-through our property via FaceTime so he could evaluate the area as well as the path the spa would take on delivery day. On the day our electrical contractors were there to install the sub-panel box and run the 220v from the breaker box, we had questions. Within 10min of leaving Cary a voicemail, he called and spoke to and answered our contractor's questions. When it came time for delivery he called more than once to confirm the delivery details.

Contracted Delivery Crew (Prestige Transportation Worldwide): While not employees of Ohio Pools and Spas, they continued the level of service we had come to expect. Great care was taken from the moment they arrived on site and when an electrical problem was identified (not their error), they quickly fixed it and finished their delivery that included everything but setting water chemistry and the spa's orientation.

Dylan (on-site chemistry and orientation): A few hours after Prestige left, Dylan arrived and complete the delivery. This service you've read about thus far is NOT the norm. One company we visited literally drops it off and leaves. I had already been to Ohio Pools and Spas and knew their delivery plan so I confirmed with this other company: "You really just drop it off and leave?" "Yes. It is your responsibility to wire it, get the chemistry in check, etc." So once Dylan arrived, he verified proper functionality of all the spa's features and then tested the water. Some adjustments were needed and he went through it all with me along with weekly, monthly, periodic and semi-annual items I would need to do as an owner. He finally reviewed the electronic controls and all the spa offered there. In short, he didn't skip a beat. He showed, demonstrated and confirmed my understanding and then asked repeatedly if I had any questions...which I did!

And with that, I ask Ohio Pools and Spas this: "Where are your yard signs?! I'd gladly put one out! Thank you for an incredible buying experience that began in January, continued through delivery in July and I'm sure will continue for months and...

EDITED So many things to write here and I have mixed emotions about this company. Starting off we had a great experience. We went in and purchased a pre-owned hot tub and were treated like we were there financing new. Then things kind of went down hill. When our hot tub was delivered they broke the drain tray which caused a weird vibration but that we could live with. A week later all of our lights went out and we were treated terribly when we asked for them to be fixed because we did not know that they were not covered and we paid extra to have a hot tub with lights. Then a couple weeks after our hot tub started to leak. They did come right away to get the hot tub for the leak but were very terrible at communicating with us as to what was going on. They also let us know that while they were fixing the leak they would look at the lights and see what was going on with them. Eventually after much arguing and of course several more miscommunications they did fix the lights and the leak but had our hot tub for over a month. When they did bring the hot tub back Cam helped us get everything set back up (electric connect, water filled, cleaned the hot tub, and added chemicals) and he was absolutely amazing. During that time we had some trouble with when we turned the jets on high it would kick the breaker. So they sent Phil out the next day (he had come out in the beginning to look at the lights and leak) and I can not say enough nice things about him. He is very knowledgeable and helpful. He was also very personable and made us feel like we weren't just being a couple of pains in the ass. He realized that our problem was a pump. The next week Phil, Cam, and Mason came back out to fix the pump and again I can not say enough about how great they were. You could tell Mason and Cam were still learning the trade but they already both seemed well on their way. They were all so professional again and made sure that all of our concerns were addressed. I feel like they went above and beyond for us. I really feel like the company is lacking communication wise with their in house employees and managers but their repair technicians (esp Phil) are fantastic. For our first hot tub experience we went through a lot with this company. However, after everything we went through the company and I made the decision to scrap the first tub wr bought and they worked things out for us to get a newer tub and a different model. I am not happy with all the communication issues we had but overall they did make things right with us. Chris was helpful through the process and we obviously still adore Phil. No matter what was going on with our tub we were happy to...

2 stars (as opposed to 1) because of the original guy we talked to was great and because we're supposed to be getting a new hot tub (which is what we paid for but at least they didn't fight us on this part)

So far I'm upset that we ever bought a hot tub from here. We went in, picked out what we wanted, and went through all of the steps. The guy we originally talked to was having surgery so he had is work with a different guy which was absolutely fine. We were told that there was a new one in the warehouse and we could get it delivered with in about 1-2 weeks. Perfect! Then we find out that it was no longer in the original packaging. He told us that it was opened to be a floor display but they decided they wanted a different color on the floor. He promised that it had never been hooked up, filled, or ever in display. I then tried to hook up the app to the iq system. It said that it was already registered. I call in to see if they had any ideas that could help me. The guy that we were working with said he was going to pass it to the higher ups. I have email and photo proof of all of this. Ok cool. The next guy I talk to tells me that it was a floor display but never filled (and on a trade show floor? I can't remember with everything going on). WHAT!? That's not what we wanted or paid for! We were offered a small amount of cash back or store credit. Ya, not good enough for all of this. Or, we get a new hot tub. We decided we wanted a new one. He gave me a few options, I picked Thursday. Monday I get a text that they'll be there Tuesday. Whatever, I just want this over. The guy shows up to only switch out the connected spa part. I asked where the hot tub was and he had no clue about anything except to switch out a part. Not his fault. The problem is, I rearranged the day to make sure I was here. With everything going on, I needed to be present. Now I need to take another day for them to come out! On top of all of this, most phone calls in result in leaving a message which then takes over 24 hours to get a response for the smallestquestion. This is getting ridiculous. We went with them because I read over and over that who you buy your hot tub from is just as important if not more important then what tub you buy. I've heard great things about ohio pools and spas. We have definitely not had the experience that everyone else had.

I called and left a message and emailed the manager at 830 this morning, no answer still 4...