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August 2023 by Harley M.
I have replaced the control panel board TWICE in only FIVE years at a cost of over $1,000 each time. When asked Sundance says sorry only guaranteed 6 months each time. Sundance further chimed in "things just aren't made like they used to be so they wear out faster" Gee really? But your prices have more than tripled!!! Going to the junk yard now. Don't buy Sundance.
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July 2023 by Redkit West
Nasty owner
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July 2023 by Steve Gilman
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!
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April 2023 by William DeBenedetto
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.
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April 2023 by William D.
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 th
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December 2022 by Lorraine Rodier
Super friendly and helpful staff!
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December 2022 by Larry Brescio
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.
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May 2022 by Lisa B.
Today I went into Sundance spa in Merrimack to get some information about hot tubs, since we are looking to purchase within the next week or so. The owner of this business treated me so rudely, I was actually scared he would get violent. After walking in and waiting about 45 seconds, neither of the two staff on the floor acknowledged our presence, so I asked "is there anyone who can answer some questions?" The man who was at the desk alone was who I was addressing, but it was the other guy engaged in conversation with other customers who approached me and said "well we dont believe in shoving it down customers throats." His tone was a bit pressured, so I replied, "You mean that's what I'm doing?" He said "yeah". I was shocked and responded that perhaps we should shop elsewhere, and he agreed.As we were walking to our car, he followed us out and began videoing us and our car and plates. We exchanged a few words, and he told us he was the owner. All the while he videoed us as if we had done something wrong. This man began to make me feel violated and threatened me.Not to our surprise, when we went to another hot tub store and told them what had just happened, they said they heard simular complaints from other customers.Please do not give your business to this incredibly rude, aggressive and angry man.
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December 2021 by Annie “Annielikeslyrics”
Not only spas and chemicals but also pumps, filters and other replacement products
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December 2021 by Christine Egan
My experience with Sundance Spa from day one has been nothing short of perfection! They are incredibly professional and some of the friendliest most compassionate people I have had to opportunity to work with! We are new customers as of early this new year. From the moment we walked in the door to browse the idea of purchasing a hot tub the team has been most knowledgable and fair to a T. The installation was seemless, and any follow up questions on how to run a hottub (as this is our first) were answered immediately. If they are not available, busy on the floor, the callbacks I needed were immediate. They don't treat you like you just walk in and are doing business, they take the time to make is personal and connect with you.I will 100% recommend Sundance Spa and their staff to anyone!
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December 2021 by richard saad
An excellent experience! I was trying to get parts from my dealer for my spa and wasn’t doing very well. I was desperate. I started calling around and the gentleman name Marc answer the phone and started to help me. The next day he called me back and asked me for my serial number on my spa he then ordered the parts I needed with no promise of delivery date so that I wouldn’t be disappointed..... about four days later he called me and said the parts were on the way to my home 2 Day air. When I received the parts I need additional help and Marc what is there to help.... The only thing I can recommend is to do business with this company because they even help people who did not purchase products from them.A+THANK YOU!!!!!!!!!
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December 2021 by Jim Notaro
Literally every experience we've had with Sundance has been fantastic. They helped us find the perfect spa for our family, the installers were the nicest and funniest bunch of guys, and they've always been able to answer any questions we've had about maintenance. Can't recommend them enough.
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December 2021 by MultiNinja900
If I could give less than one star I would. Have had nothing but problems with my Sundance Spa. Pumps stop working , side panels warping and heater went bad and we have only had it 3 years. I have heard from people who own other types of spas and it had been many more years before they had any issues. Recently they have started charging just to come out and fix things that are covered under warranty. After you buy one the service is awful and the store I bought from in NH the owner is a stone cold lair. Please do not buy a Sundance Spa. I can't say it enough.
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July 2021 by Skoobasteve R.
Service dept is nonexistent. I have tried twice to get them to service my Sundance spa that came with a house I bought. In January the told me to "Call back in the summer, we are busy". Ok?.....So I did, no response.Only reason it's not 1 star is the showroom is pretty nice. But good luck getting them to service one of their tubs. On to the next guy!
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May 2021 by Nathan S.
Great experience with the salespeople. Friendly and knowledgeable! My first experience left me feeling well educated about the benefits from using spas and how to use and maintain them.Having since purchasing my own Sundance Spa, I found Joel and the other technicians that installed it to be very professional and well trained. I couldn't have had a better experience!Many thanks guys!
