Hot Tub Service

Please acknowledge the following:

Arrival times: New England Spas technicians plan their routes on the service day using customer locations and traffic data. The duration of each service call is only known once on-site, so we cannot provide an accurate arrival time estimate prior to or on the day of service.

Access to Equipment: Homeowners must ensure access to equipment for New England Spas technicians. This includes unlocking doors, gates, and panels, and providing access to power disconnects. Technicians cannot remove decking, stonework, or custom steps. Access must be prepared before the technician arrives.

Water Level and Access to Water: The diagnostic process often requires a spa to be full, and when possible, running.  Please do not drain your spa or power it down prior to your service appointment unless instructed to by a New England Spas service technician, or if you must do so to prevent additional damage to your spa or surrounding property. If your spa is losing water, please top it off before the day of service and make sure the technician has access to outside water and a hose in case the spa needs to be drained and refilled.  Draining your spa or disconnecting it from power unnecessarily before the day of service may result in longer appointments and additional visits at our normal labor rates.

Inclement Weather: Many spa repairs cannot be completed in heavy rain, extreme heat, high humidity, electrical storms, or freezing weather. Technicians may reschedule if conditions are unsafe or hinder repairs. Homeowners must ensure a safe path through snow and ice for New England Spas technicians.

Damage Prevention: New England Spas prioritizes urgent repairs (leaks, freezing, etc.) but can't guarantee arrival before damage occurs. Homeowners are responsible for spa location, drainage, and freeze prevention. Employees can offer guidance by phone or email to prevent further damage before a technician arrives.

Parts Allocation Prior to Service: Our technicians' vans are stocked with hundreds of the most commonly replaced parts in the industry.  This means our technicians are frequently able to diagnose a problem and complete repairs in a single visit.  Less common problems may require parts which need to be allocated from our warehouse or ordered from the manufacturer.  Customers sometimes ask that we bring specific parts to initial service calls prior to any professional diagnosis.  Because the process for identifying, ordering, and allocating parts for a specific service call can be lengthy and costly, such requests delay scheduling, require payment in full, and are not eligible for refund.

Pests: Outdoor spas may become infested with pests like mice, wasps, snakes, and ants, which can damage the spa and pose safety risks. Homeowners are responsible for pest remediation, and technicians may refuse service if infestations hinder repairs or endanger safety.

Labor Billing: For non-warranty service calls, New England Spas bills on a per hour per visit basis except for services advertised at a flat rate (winterize, unwinterize, valet, and drain/refill services may have fixed labor costs).  New England Spas service vehicles are well stocked with common parts so as to avoid unnecessary return visits.  New England Spas has three billing zones based on distance from our store locations.  If you have questions about your zone and its corresponding hourly rate, you may ask a representative of the New England Spas service department at the time of scheduling.

Preauthorization for Necessary Repairs: To avoid return visits, customers may elect to preauthorize some repairs.  Please choose only one option regarding repair authorization below.  If you choose the option pertaining to warranty coverage and your spa is no longer covered by a manufacturer warranty, your answer will default to option 3.

Email Communication: The New England Spas Service Department sends official communication primarily through email. This means you will receive scheduling confirmation, rescheduling notifications, technicians’ notes, invoices, and repair proposals via email. New England Spas is not responsible for customers’ email spam filter settings. Failure to add the service@nespas.com email address to your “safe” emails list may result in missed communication and delays in scheduling and parts ordering.