Hansen's Pool & Spa

Bad, We called Hansen's on January 2,2017. Our hot tub is not working right. It is only 4 years old and we purchased it from Hansen's when they were located by Hillside hardware. Their technician (Casey) came over on Jan.6 and tells us we need to purchase a new pack which costs$ 701.00. They order the new pack and finally install it on January 24 at 10:45a.m. My husband calls him at 3:30p.m the same day because the hot tub is doing the same exact thing it was doing before they installed the$ 701.00 part. Casey says he will be over tomorrow to winterize it free of charge, which we find odd because they are closed on Wednesdays, but think maybe just the store is closed and the technician still works on Wednesdays. Nobody shows up or calls so we give them the benefit of the doubt and wait to see if they show up on Thursday. When I get home on Thursday there is a message from Casey telling us he can order a new pump for$ 450.00. WHAT? We decide we have had enough of their b.s. and call a competitor of theirs. Their technician comes over three days later and installs a $13.00 part in our pump and now our hot tub is working great. We went to Hansen's the next day to try and get some of our money back and Dave (I believe he may be the owner) told us he couldn't do that. We will never step foot in that store again and recommend you don't either!! Nice way to treat people who have been customers for over 10 years!

I got a call from the sales woman and she stated that their technician would be there Saturday to fix the filter and that he would bring everything he needed, including a new filter if that was necessary. My wife left the house at 1:00PM and had not heard from the tech, and I arrived back home at 4:30PM and had not heard anything. I went back to the pool and the filter wasn't running and it appeared nothing had been done. On Sunday my wife was extremely upset at the fact that we never got a call and the tech never showed up. This time she took to Facebook and left another unfavorable review. She then called the store and had to demand to speak to the sales woman. The sales woman was combative and defensive, insisting that the technician had been there, fixed the filter and left it running. Shortly after that, I received a phone call from Maggie, the store manager. She too was extremely defensive, rude, obnoxious and unprofessional. She stated that the tech was there and that he left the filter off because it was off when he got there. Now that in itself is ridiculous. He didn't leave the pump off the first visit there and it was off when he arrived. Then Maggie claimed that the problem with the filter was that it was assembled incorrectly. She claims there was sand under the standpipe and that the tech simple pushed the pipe down and everything was golden. Anyone who knows anything about a sand filter knows that, with 200lbs of sand inside a tightly compacted space, there is no way that piece of plastic is going to simply be pushed down! Maggie took to Facebook and began to accuse me of threatening her and calling her names. Little does she realize I had about 15 people around me in church listening to the whole conversation and that was an outright lie! I have no trust left in this company to do anything further with them if I am going to be slandered, insulted and lied to. I am trying to work with the manufacturer to get warranty replacement on this filter.

I looked at Hansen's before buying a pool, but there financing options weren't as good as where we purchased it. They are always there to answer your questions when you have them. They took an extra 15% off everything you bought at the same time. I am very diligent about comparing prices when I buy anything, and Hansen's prices were definitely lower than the other pool supply places nearby. The extra 15% off made it even better.

I originally purchased my SPA from Hansens 8 years ago. Last year, they installed a new computer and new heater. This year, they installed a new cover and removed the old one. This month, the pump went out. They replaced it yesterday and when I was filling it, noticed water coming out below. I called them in the evening and they sent someone out to fix it right away and left here around 8 pm. They've ALWAYS been great and very professional.