Sundance Spas New Hampshire 707 Milford Road, Merrimack, NH 03054

"Came in to buy a circulation pump to fix a FL1 code. Talked to Joel who was extremely helpful and knowledgable. I later found out the pump only fixed part of the issue but Joel spent some time on the phone with me on a workaround. 5 star service!"

"Purchased a brand new tub from them middle of 2021, delivered end of 2021. Dealing with mark and his team in the beginning was very easy and they were very helpful during the purchase process. Fast forward to summer 2022 I had a problem with my tub (still under warranty) and required service. I had to call multiple times to even get someone from service to call me back to schedule someone to come out, I kept getting told they were busy. Took almost two weeks to just get a call back to schedule the service. I asked and confirmed multiple times with mark that everything would be covered under warranty and there would be nothing owed by me. About a week after scheduling the appointment a technician came out and was very nice and fixed the issue, needed a new temperature sensor. I asked if this is normal since at that time the tub wasn’t even a year old. I was assured it wasn’t normal for that to happen and I was all set. This service was 7 months after delivery. As the tech was leaving he said there was a $150 travel fee for him coming out. I explained I was told no charge because this was under warranty. The technician even said normally the travel fee is waived in cases like yours bc of how close the issue was to delivery date. He asked if he would like him to call the owner mark and inquire about the fee which I agreed to. While he was doing that I called Sundance directly and spoke with a rep who said it is normal practice for dealers to charge a travel fee on warranty calls but that $150 seemed high to them; they directed me to the warranty card and it did show a travel fee could be charged. I was upset bc this felt like a surprise fee. The tech came back and said mark said the fee stands but if I would like to speak with him separately I could call in a payment later. I agreed. I emailed mark my concerns on 7/19/22 and received no email back. I did call twice and was told a message would be left for mark to call back but never got a call back so I assumed mark withdrew the bill. I specially stated in the email I am not saying I refuse to pay but I would like to discuss with him my concerns. Fast forward till a month ago. Again my tub is spitting out error codes in the winter. First noticed was on a Sunday, I call on Monday and explain the issue. Mark actually answered and took my information down and said service would call most likely by end of day or Wednesday latest; I inquired about the error code and if this would be covered and he said yea. No call come Wednesday. Call Thursday and was assured I would get a call by Friday to schedule service, nothing. I call on Tuesday of the next week and told they are busy but that they have my information. I wait until the following week to follow up and get a Nathan on the phone. Nathan puts me on hold. Says he can’t find my account. I said that’s odd mark took all my info down two weeks ago and assured me I would get a call. Nathan started mumbling and said they just closed my account and would no longer do warranty work on my tub. I was shocked and asked him to repeat. I said why didn’t you tell me this 2+ weeks ago when I requested service and he said I dunno but it looks like that charge was never addressed. I said I called multiple times and emailed mark directly about that months previous with no response and that I would have no problem addressing the bill if I spoke with mark. He said “I don’t know what to tell you man” so I asked to speak with mark and was told he wasn’t there. I called Sundance directly and had to get permission to have my warranty/service switched to another dealer. Sundance even explained to me that that branch can’t refuse you warranty coverage as you purchased from them. I filed a complaint direct with the manufacturer and the rep said she would add it to the other complaints they have received about this dealer. I had the other dealer come out within 4 days and they fixed the issue. After mark and this Sundance get your money they don’t want to standby their product. Would not recommend them."

"The worst customer experience ever. Repairs we’re supposed to be covered under warranty. But the first time my Hot Tub stopped working (only a few months after purchasing) I had to pay a $50 “Travel Fee” not covered under warranty. Fine… However the 2nd time my lemon of a tub stopped working (in middle of winter) the owner said he couldn’t get anyone out to fix it for over two weeks. And the “travel Fee” was $120. When I questioned why it went from $50 to $120 he got angry and said both prices were actually discounts and the real price was $275. And that’s what I would now have to pay if I wanted service. I went to the store in person and asked to see the travel policy for warranty repairs in writing. He refused to show me (obviously because it doesn’t exist) and then he threatened to call the police if I didn’t leave. I had to get special permission from Sundance to allow ownership of my warranty repairs to be serviced by another dealer. Have been using Sundance in Portsmouth ever since. Very happy with them."

"My first comment is that I never write reviews, but I must for the crew at Sundance Spas. I now have had 3 Sundance Optima tubs. Two I bought in Connecticut and now one in New Hampshire. It has now been a year and half since I bought my spa from Mark at Sundance in NH. What separates companies from each other is just plain great service. From the purchase from Mark, to the install with Jeff and part replacement by Joel they are a 5 Star team. This is the best company I have ever dealt with. When I have had questions or issues I have called Mark the owner on weekends or nights and he always answers and helps me out. I have never had service like this. So if you are looking for a Hot tub, just skip the rest and call Mark at Sundance. You will be a customer for life!"

"Outstanding customer service from start to finish. We purchased our first tub back in 2007 with no issues at all. Love the Sundance product. What I love more is walking into this store or just a quick call about any issue I am having with my tub and my problem is addressed quickly with the fix. We received a great price on our new tub. The techs that came out to install it were amazing. They were professional, knowledgeable and patient. They removed our old tub and installed our new tub in 20 degree weather without any complaints at all. In my research the key is finding a company that knows their product and will help you. They have exceeded that. If I could give the 6 stars I would. Also the fact that this is family owned business makes it even better. Anyone looking for a new tub, supplies, or service you won't be disappointed. I don't know who left a bad rating for them before but I am thinking he was at the wrong store :) Thanks Sundance of Merrimack for your excellent customer service from the sale to the installation."