Backyards & Billiards

Big shout-out to these guys for getting the job done. It's tough to get the needed parts in our current economy, but Zac's tenacity and determination made it happen. Mark was out here and made the repairs without a hitch. We'll certainly call again for any hot tub needs. Great group of people that work hard to make the customer happy.

About 3 years ago I purchased a hot tub from them and when it was to be installed, I caught one of their installers urinating on the front of the house. Subsequent to purchasing the hot tub, I bought a LP gas fire pit from them as well. It was quite an ordeal getting them to deliver and install it but it finally got done. Over the course of the 3 years, I had them provide regular waiter maintenance to the hot tub.I recently moved and asked them to re-hook up the fire pit. They had the same guy who had peed on my house call to let me know they weren't qualified to that and to call a plumber. I reminded this guy they had done it once and didn't know why they couldn't do it again.He told me he had talked to the owner Greg Bennett and they couldn't do it since they weren't qualified or licensed. Again, I was shocked since they had already done it once. But this guy didn't want to discuss it further.Later that day I reached out to Greg Bennett and he also seemed to have forgotten hooking it up the first time and said they were not qualified/licensed to hook up a natural gas fire pit but, if it was LP gas he would send the guy out who had previously peed on our house for a visit. I assured him he hooked it up since he was there when it was done but I did not want my new house peed on so I told him we'd do it ourselves.After spending thousands of dollars with Backyards and Billiards and referring my brother who also bought one of their hot tubs, I expected better after the sale customer service. The level of Customer Service shouldn't be dictated by the amount you spend, but I obviously hadn't hit that threshold. I will never do business with Backyards and Billiards again!!

Great people to work with and very friendly. They were always available to answer all my questions on hot tubs and made me feel at ease when they arranged to have it fly (by crane) over my house and into my back yard. Couldn't have been easier. Thank you so much we love our new spa.

We were so excited about purchasing our hot tub at first but after having it for a while (less than a year), we are realizing that it really wasn't worth it. If you really want a hot tub then go ahead and spend your hard earned money, but please be aware of the following:-ensure that you have a very level and solid surface to place your tub on (hold weight of at least five thousand pounds)- be aware that if your tub isn't properly/PERFECTLY placed (away from windows if you decide to buy an $8k Covana cover) that warranties may be void! Tub also has to be placed at least 5 feet away from other electrical (AC coil, etc.), and have an inspection done.- Electrical hookups (properly done) for the tub can be very expensive; adding to the installation cost (~$2k), and it has to be inspected - Chemicals and maintenance. The "worry free" chemical (Frog) setup they sell you on, isn't so "worry free." You're going to need extra chemicals to keep the correct balance of chemicals in the water! Extra money!- Oh yeah, that pricey Covana cover I mentioned earlier: (Below comment also on Google for awareness)No way would we purchase a Covana cover ever again! Side lip of Covana roof curling up due to poor quality workmanship and blaming it on sun damage?! The salesman at Backyard and Billyards (store we bought from) made no mention of placement of the tub and Covana cover not being close to a window, and Covana won't honor the warranty on their overpriced piece of crap because there's a window five feet away from the cover/tub! They said they wouldn't cover it under warranty because the sun reflected off the window. That's a sign of a WEAK product! We've had it less than a year and they won't replace the crappy plastic roof that melts in the sun. Anyone contemplating spending $8 grand to buy this POS Covana cover is better off saving their money and going with the regular manual folding cover, then putting a gazebo or wooden frame structure over your tub instead!As for B and B...they're ok for the most part, but almost every time I have had to call them in regards to service or warranty claim status to get any information as to what's happening. Seems like they don't take it upon themselves to keep you informed (call or email) of when you will get your problem solved with the expensive items you pay for! I've left emails and voicemails that have not been returned by them; I've always had to keep calling them.B&B did tell me that they constantly have problems getting Covana to cover stuff under warranty; but B&B still has no issues in selling their product?? If you're wise, don't buy a Covana product.

Big thanks to John Lee and the crew at Backyards & Billiards. I had purchased a HotSpring Spa at another store but the customer service/ repair department was unbelievably bad. (6 service visits over 7 months with no results, then they ghosted me altogether) John and his guys got my tub diagnosed, picked up, repaired and returned within a month! Outstanding work!

These folks don't care much about the customer service process. Walked in, guy told us to go look at his crappy laptop and didn't say another thing. If I wanted to do that I would have stayed home. Will go elsewhere!

I requested service over a year ago. They came out 3x because my hot tub was frozen and they couldn't diagnose the issue, this I understand completely, however once it thawed and the issue was diagnosed they NEVER followed up, I called several times and was ensured they would order the correct part and schedule to come fix it. I waited weeks in between answers that then turned into months.every email I sent remains unanswered. They basically took my $175 diagnostic fee and left me with a broken hot tub for a year and a half. I finally gave up and reached out to a different company, turnbull hot tub repair. He was out within 2 days FIXED THE ISSUE ON THE SPOT I highly recommend this company if you need your hot tub fixed.

OUTSTANDING customer service. I had an issue with my hottub not heating and when I called B&B they were very kind and quick to get me my appointment scheduled. Mark was my technician and he was VERY helpful, quick-working, and professional. He explained everything to me and was able to make the repair immediately. Plus they offer a discount on parts for military members which was greatly appreciated. I would 100% recommend this company for any of your hottub servicing! Thank you Mark and team!!

Wad buying a spa from them only based on what their salesman told me. Aftet a few days I decided to measure for myself only to find out that it would not with out tearing my house apart. Contacted them and told them it would not work. Their policy states that there would be a10%charge on refund. I understand not a problem. But put down $1000 and should receive $900 back. Received $459. Contacted them again and was told that they had to pay their lieing salesman. Not my problem. If they owner is ignorant enough to pay out before deal is closed that's their problem. I am left with no option but to report them to the BBB and turn it over to an attorney. Also I will contact channels 11and 13 for more public warning. This is going to cost them more than what they keep from for I am going for the juggler. BUYER BEWARE.

Jake and his wife are excellent at what they do. Very knowledgeable on the product and just very kind and nice people to work with. My wife and I are very particular with everything we do and we would highly recommend Backyards & Billiards.