Factory Direct Hot Tubs

Extremely disappointed with this hot tub and the company behind it. The tub has had problems since day one, repeatedly shutting off and failing to operate properly. It was a brand new model hot tub. It is now only a year old and has started leaking as well. The company has come out several times for service, but the issues have never been resolved. The last time they came out, there was no follow-up and communication stopped completely. We have had to check the hot tub every day throughout the winter to make sure it hasn’t shut off and risked freezing and causing even more damage. What should have been a relaxing purchase has become a constant headache and source of stress. I would not recommend this company based on our experience.

I can’t speak highly enough of the experience that I had with factory direct. Lance was so helpful and accommodating… I was so thrilled with the hot tub that I chose, and the guys that he put me in touch with for installation were also really terrific. And now, more than a year later, I just needed to get in touch with some information and he answered really quickly and helpfully. I highly recommend them! Great prices, great convenience, and great service.

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.

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!