Emerald Hearth, Spa & Patio

This is for the Bend location:
Excellent spa water testing service. Very knowledgeable staff and great prices too. I’m not sure why the Bend location isn’t listed on Unilocal,but it’s easy to find and seems to have been there for a while (off of business 97 near Shopko).

I was about to buy a pellet grill from Jerry’s. I thought I would check in here before I pulled the trigger. I’m glad I did. I got a pellet grill who’s headquarters are located in Springfield and from a local small retailer in my neighborhood. It was $ 50 cheaper than I found on the internet and had great reviews (Better than the traeger I was looking at). I got excellent friendly service. Overall, I felt great about the whole purchase. Highly recommended.

Went to get the full patio setup, it seemed like it was going great, the salesgirl was super friendly and helpful, we only found two chairs and a loveseat that we liked. We set up for delivery and waited. On delivery day we get a phone call saying the cushions for our furniture is not in yet so would we like to wait on delivery until they arrived, we said yes and three weeks later there was still no word from them, we would call and get no call back then they hassled us about the delivery fee then 1MONTH later we got our furniture and 2 cushions but are still waiting for the others, bottom line, they are great when it comes to sales, but when the deal is done they could care less. We won’t be going back.

We purchased our hot tub from this company approximately three years ago. Their customer service was fine as we went through the purchasing process, but that is all that I can say that has been good about interacting with this company, hence the reason for 2 stars. I had been warned from a friend about this, and wish that I had listened, but unfortunately did not. We actually began to have problems with the hot tub itself not long after purchasing, which we found out was not so much the hot tub but the lack of information that we received regarding how to set up and maintain the hot tub. One good thing I could say about them, is that the service person who finally came out, gave us the information that we should have received previously and was pleasant to work with. If you call to ask a question, you are usually required to leave a message and have someone call you back, which usually doesn’t happen in a very timely manner, and requires another phone call to get a question answered. We set up a service call for 10 a.m., by 11:15, since no one had shown up, a phone call was placed, and I was informed that the serviceman was running behind and would be here in ½ and hour to 45 minutes, which was 2 hours late, no phone call informing us of a delay, and no apology for the inconvenience. When I have friends inquiring about purchasing a hot tub, I always steer them in a different direction.

I go to them for treatment and analyzing of my water for chemicals needed. The blonde behind the counter in the service section is so accommodating. I didn’t buy the spa from them, but you could never tell by the attention she gives. I will continue working with them /​her.

This company is disorganized and has poor communication, and it prioritizes sales over customer satisfaction and product quality. It does not value their non-​sales employees. They are paid slave wages and no benefits for backbreaking work. I do not recommend supporting their labor practices with your dollars, and I know I won’t.

I got a real good deal on a wood burning insert during the last cold spell. The guy stayed open late for me to come and pick it up! I installed it. I had some questions a few months later and the service department answered my questions and saved me a ton of time trying to clean the stove the wrong way.

i cant figure out why my old review is not up. Terrible service after having my stove installed I could not use it smoke kept coming in the house. I finally had to have someone else come look at it. It was a 25 dollar part the Emerald employees had put electrical tape over. It also turned out that their licensed contractor who installed it was not a a licensed contractor at all. I had to have someone else fix it and then had to have a inspection. This company promises you the moon when your buying from they but does not follow through with anything. I would not suggest using this company.

4 ½ stars! I’ve used Emerald Pool & Patio’s service department several times for my outdoor spa, from routine maintenance to rebuilding a motor, and the job has always been done properly and to my full satisfaction without the need for any follow-​up. Most recently, their service man worked with me to find a leak in the spa’s plumbing and showed me how I could find the leak myself (saving me money because of the difficult access to the plumbing due to my deck). When I located the leak, he came back and worked in a very uncomfortable, tight crawl space and successfully fixed the problem. When I call Emerald for service, I am confident the job will be done right. I subtract half a star because the service department isn’t always so great about calling me back when I’ve asked them to.

Strange story: So we purchased a hot tub a few months ago from Emerald Pool and Patio services, and they delivered it to our backyard. When the electrician came (we used Bob Fisher, as per their recommendation, and he was great), he suggested we start filling up the tub. I threw the hose in, turned it on, and went inside for 20 minutes. When I came back I discovered the tub still empty, with water flowing out of the bottom of the siding… Huh?
I go talk to the electrician who’s out back, and he offers to open up the panel and take a look inside. So we’re both on our knees at the hot tub door, and he takes off the panel. We look in, go silent, stare at it for a moment. I see: a pipe just open, leading nowhere. This means very little to me, knowing nothing about hot tubs. So I look to Bob and he laughs… There is NO MOTOR where there should be one… what?!
To make the story short: Bob called EP&P and explained the situation. They came over immediately, apologized profusely, and went and got a motor out of one of their other tubs to install. They did so very quickly and the hot tub was up and running by the evening, so I’m very pleased about that.
However, and I’ll give them the benefit of the doubt but wish I could give them 3.5 stars, I simply don’t get how they could have sold me a hot tub and never realized it had no motor in it. Both according to them and the electrician, the panel had never been opened since it got screwed on, so they suspect the motor got removed/​stolen in the factory before the hot tub was even fully completed. I’m willing to accept that, but the question then remains: They don’t inspect the hot tubs that they get in stock at all?! This one had been sitting right inside their store (for a long time apparently, they were getting in a new model soon), and they had never checked to see if it worked or even LOOKED inside it? Not when they put it in either? (I wasn’t home) I find this VERY odd…
For the most part, the hot tub has worked very well since we bought it, though our electric bills have gone up by about $ 80 – 100, not the $ 13 – 15 they had suggested. It’s now about three or four months old and we’re having an electrical issue with it. I think EP&P will fix it under the warranty, but I’m a bit disappointed that it’s having issues so early. Also, EP&P didn’t call me back to schedule a meeting as they had promised when I called. I had to call them back on the third day to try again to schedule an appointment. They can’t come over until after the weekend either, so by then I will have waited a full week for the repair. (if they can even fix it right away)
Having related our personal experience, I do want to add that, overall, they have the best selection of hot tubs and excellent warranties. They do all the repairs themselves, and seem very friendly. In spite of the (somewhat hilarious) problems we had, I can say that if I had to buy a hot tub again or recommend a place to a friend, I would recommend Emerald Pool & Patio.

To be fair, it’s been a few years since I purchased a hot tub from Emerald Pool & Patio but since it’s not something I purchase every day I figured I’d Unilocal about my experience. I was very impressed with the sales person, he guided me to exactly the right hot tub that fit my needs, something that would fit 7 people and provide endless hours of relaxation. I’ll never forget the first time my Dad sat in the hot tub, the only words he could utter were «oh f**k» (in a good way) :).
The hot tub is still running strong three years later and their service department (although expensive) does a great job of keeping it in tip top shape. The service department can come out 3 times a year, drain the tub and make sure it’s perfect again… the weekly maintenance is up to you but it’s not that difficult.
I can imagine myself going to Emerald Pool & Patio if I ever move back to Eugene. Their selection of patio furniture was definitely impressive as well.