Factory Direct Hot Tubs - Branford, Connecticut

Pearse Feeney

Most people don’t take the time to write positive reviews. I usually don’t either until today. Four years ago I bought an Artesian Elite from Factory Direct Hot Tubs. Lance was extremely knowledgeable about all aspects of hot tubs and walked me through all the different options.
Now four years later I was having trouble with the circulating pump. I called their service department about service and they came out 48 hrs later. Mike was the tech. He had excellent knowledge about servicing my hot tub. He replaced the pump within an hour and it was covered under the warranty. I highly recommend buying from Lance.

David Teifer

We were providing customer referrals to the owner of this company. Essentially, we were sending him customers who were interested in getting quotes on a hot tub. He signed a contract with us and started receiving leads. We sent them 114 customer referrals in the span of about two weeks. The owner sent us an email complaining that he was not having success with the leads. So, we decided to call a small handful of them ourselves. In the 20 calls we made, we spoke with five individuals who all wanted to buy a hot tub, but said they had not heard from Factory Direct. We told the owner this and he refused to listen. He told us to cancel the service. According to the contract he signed, the cancellation would take effect on the last day of the calendar month and we told him this. He refused to comply with the contract and decided to charge back everything he owed us. We will be posting reviews of this company everywhere we can and we will also notify the BBB. If you want to read some really bad reviews of this company, check out their reviews on Yelp. Lots of 1-star ratings. Buyer Beware! This is definitely a company I would steer clear of.

Andres Pinzon

Before you make a decision, please make sure you shop around. Stay away from this company. Lance the owner was very responsive before I purchased the hot tub. Once we decided to purchase the hot tub and got it delivered to my house the hot tub was immediately causing problems like (it started leaking and Wi-Fi option that we pay extra for does not work). Tried to contact the owner and absolutely no answer. Then we had to call the manufacturer who finally told us to call Chris the assistant manager who by the way is very unreliable. For a whole year they tried to fix the problem. Mike the only tech they have is very aggressive and it’s never prepared to do his job and never has the proper tools. They literally just show up to your house without any notice. After a year they were NEVER able to find the leak. I found the leak myself and called them to come and fix it. The only good reviews they have is from customers that been lucky and haven’t had any problems with the product. Im sure those reviews will change once they try to get help. Customer service it’s horrible once you buy, you get no customer service. There is nothing professional about this company and its workers. They have no manners and are very disrespectful. Once they get paid customers are History to them.
STAY AWAY.

Curtis Webb

I rarely write reviews so that should say a lot about Lance from Factory Direct Hot Tubs. We knew exactly which make/model of hot tub we wanted after using it at a vacation rental several years. When we decided to purchase one for our home backyard, the only question was where to buy it from.

Price was most important, white glove service was less important for us. I believe Lance's lower overhead cost (i.e., no fancy showroom or expensive staff to read the product specifications to you) = savings in your pocket. Because of this, if you go with Lance, you'll need to make sure you have your own trusted team (electrician, contractor, etc.).

Lance was always available (24/7 it seemed via phone and text) to answer my questions before, during, and after delivery but we did feel a little on our own with regards to learning how the hot tub works, settings, etc. Thank goodness for YouTube and the owners manual. We had to reach out to the manufacturer about how to program the hot tub to work with our 60 amp service so that the the pumps and heaters work at the same time. Apparently that is not possible with the 50 amp service, if you turn the jets on the heater turns off with 50 amp service.

In summary, if you are an engaged buyer ready to roll up your sleeves looking for a great product to be delivered and installed at the best price, go with Lance. If you are busy, disabled, or elderly looking for full white glove service- you may want to try the traditional hot tub retailers but be ready to pay more for that service. We got the South Seas Spa Deluxe 748L with the lounger. We love it!

Eric Kincheloe

Lance (owner) was attentive to everything we asked of him. We got an amazing tub and the deal was very very fair. His communication throughout the process was excellent and he provided a great delivery experience. HIGHLY HIGHLY RECOMMEND!!!

Vincent Quarato

I went into purchasing my first hot tub with zero knowledge in the area. Factory direct hot tubs made my experience flawless. Chris walked me through every question I had and made sure I was comfortable with my purchase. He was there anytime I had a question from measurements to electrical requirements to delivery. I highly recommend these guys.

sbd

Lance is a great salesman. He can get you to buy. Thats where the :good" service ends. He does seem very busy so after the sale there is not much communication from him unless you keep checking in. My only concern is when I had a problem with the tub a few months after delivery, they were not quick to respond to my call. In fact, Lance rarely responds to inquiries. Chris usually answers and is very nice but does not always follow through. I need to give reminder nudges. Then when they gave a date to come look at the problem, they never showed up or had called to reschedule.
I wound up youtubing it and spending quite a few hours to fix it myself. The tub is supposed to be warrantied. I am concerned about service if I have an issue I cannot fix myself. On the plus side, I gained a lot of hot tub knowledge trying to fix the problem. I've been also requesting a copy of my paid receipt....Crickets.

Jack Wolf

We could not be happier with our recent hot tub purchase from Factory Direct. Lance (owner) is great, very knowledgeable, always accessible, even answers questions after delivery/setup and just wants his customers to be satisfied. The tub is high quality and the price was the best. We did a lot of research and are thrilled with our decision to go with Lance and Factory Direct. Highly recommended. Thank you!