Crocker Sales Company
Reviews and Complaints

I called them yesterday because I was having an issue with my hot tub and the lady was nice but first she wanted to charge me $250 to come out and look at it. She realized that it was under warranty still so she charged me $75 and the earliest date they could show up was 2 weeks. Later that day I called the *** store and they had two spare parts I needed to fix it. I called the *** store to cancel my appointment and very rudely she said there is a cancellation fee of $60. So basically they can't schedule less than two weeks out but if you cancel your appointment, even if it's the next day you will be out $60.00. I get it if I cancelled a week later or even a day prior but to be charged $60 a day after scheduling, that's not right. If I had been made aware of a cancellation fee I would have never made the appointment in the first place without seeing if I could fix the problem myself first.

Went to buy a hot tub from this company. My friend told me about it. The sales guy gave me a price on the hot tub and I put down a deposit ($1,000) on it. I called the sister store in ***, to double check the price and found out that the sales guy in *** raised the price of the hot tub by adding a bunch of "upgrade" stuff without telling me. I was told these things were included in the price, not extra. These things made the base model cost over 2,000 dollars more. I called the manager, ***, to complain and he told me "you should have checked the price. I decide if I want to give you your money back". I've seen lots of other customers complain about the same stuff. The sales contract is handwritten and doesn't list the items at all. It just says "All Discounts and Coupons Applied" with the final price. Customers deserve honesty in this world. Especially after all the COVID-business shutdowns. I just wanted to buy something without being lied to or scammed. I will never tell anyone to go to this store.

On 10/29 my hubby called Crocker Sales, where we bought our Master Spa 8.2 in 2018: it kept tripping the breaker and the electrician checked that the breaker wasn't faulty. He called for advice and to ask about scheduling service. Rick Wright, the service manager, wasn't there. He spoke to another worker who couldn't answer his questions, but said that to schedule service, he needed a $240.00 charge on our credit card and we knew it was refundable if we canceled before getting a service appointment. The worker couldn't schedule an appointment. Since it was getting cold, our contractor checked the hot tub and we ordered a part to try fixing it. I called Crocker Sales right away on 11/1 to let them know we didn't need an appointment. Mr. Wright was back in the office and told me that "we understood the policy"--but wouldn't send it to me in writing, that $59.99 was non-refundable. I told him we got no service or appointment and asked for a copy of the policy. He sent a few emails, but wouldn't send the policy or give a refund. We contacted a manager who never called back. We got no service and no appointment was canceled. Our credit card got hacked shortly after. We deserve a refund of the "cancellation policy" fee.

We bought a hot tub on March 7 at a hot tub event in Manchester NH. They said it would come in October, which was fine since we needed time to prepare. We asked if they could hold it if we weren't ready for delivery, and they said yes. They also promised to place and hook up the hot tub, and check if it worked before leaving. We knew we had to upgrade our electricity and fill it with water. Unfortunately, circumstances and rainy weather delayed our preparations. On 12/11, Crocker called to say the hot tub was in and wanted to deliver on 1/18/2022. I explained we weren't ready, but they said they couldn't hold it due to COVID and that we had enough time. I tried to explain that NH gets freezing ground and snow early, but she didn't care and hung up. Hal called and I mentioned the contract, which said they could hold it for a year at no charge if we couldn't accept delivery. He said they would store it, but from the purchase date, not the available date. That's not what the contract says. We're very upset with their treatment and lack of resolution. They also said they don't install the hot tub, even though they told us they would. We're really upset and this issue is ruining the joy of having a hot tub. If we could, we'd cancel and go elsewhere. We understand COVID issues, but the hold should start from the arrival date, not the purchase date as stated.