International Hot Tub Company — Attraction in Denver

I need to amend my rating. Yes, I did have a horrible experience and everything I said below is true, but after this review I received a call from Debbie who is an executive at IHT and she was amazing. She apologized for everything and made sure my key was being delivered and did not charge me. I don’t normally write reviews but this one pushed me over the edge, but I will ALWAYS give credit where credit is due. You can tell this is a company with high work ethics and values their customers for someone at her level to personally call me and make it right. Thank you Internstional Hot Tub for great follow up and customer service. I think my situation was a number of very bad circumstances coupled with a vendor that may not have delivered as promised. I would go back and do business with this company any time! Thank you Debbie!

The Worst experience ever! I ordered a Covana Hot Tub cover from International Hot Tub for $8000.00+. This supposedly professional company did not send anyone out to the house to measure my hot tub. I paid in full when I ordered the cover and it took months to arrive. They tried to install the incorrect cover and realized it was the incorrect size. They then ordered the correct size which took months more to arrive. For some reason after measuring the spa they realized my hot tub was not high enough for this cover so they had to make a base for the bottom for the height to fit. This took even longer because the installer had a death in the family. I tried very hard to be patient especially when I heard of the death in the family but with the months and months it was taking to get this done I was getting frustrated but continued to be patient. They failed to tell me the electrical requirement when selling me the cover, therefore, when they installed the second cover they jimmy rig an extension cord to make it work. With all of that I kept my professionalism, but they have now pushed me too far. I called to order another key because I lost the one key they left me. They happily reordered me a key, charging me $50+. Feeling this was not right, paying almost $9k for a spa cover and them only giving me one key, I called the manufacturer and they advised me that two keys were always shipped with each cover. I called International to tell them that and let them know that they only gave me one key, and the “customer service agent”, and I use that word sarcastically, basically called me a liar and tells me the installers left me two keys and refused to believe me that they didn’t. She said she would research, but called me back and again basically called me a liar one more time. A week after I gave her my credit card to order another key, I remembered that the last time they were at my home to install the lights, I was not home to open the hot tub cover, therefore they had to have the second key and I was not there for them to leave the key with. I called the “customer service rep” back and explained that and again, she called me a liar. By this time, I have lost my patience, I asked for the manager and she said one would call me back. It is weeks later, no key, no call from manager and no reimbursement of $50.00. Horrible company that I will never give my business to again. My recommendation is to stick to the smaller hot tub vendors who remember what customer...

If you're looking to buy a hot tub and don't work with Tracy and IHT, you're an idiot. I was an idiot twice before. Once when I purchased a new tub NOT through Tracy and another time when I purchased a used tub NOT through Tracy and IHT.

If there's one thing that irritates me more than being an idiot, it's shopping. For anything. The very word, "shopping," sends chills down my spine and, I suppose, if I had PTSD it would likely trigger it. I highly suspect that too much shopping would certainly lead to its own strange form of PTSD. I already get hand-tremors when reading any word that starts with "sh."

Imagine, then, my pleasure at being able to do my homework, reach out to Tracy to get questions answered, without any pressure and without setting foot in a showroom. Atypical? Maybe. But what's important is how the salesperson manages this. Most will push you to step into their turf, where they're most comfortable, and THEN work with you. Tracy didn't know if I was going to buy or not. For all she knew, I was some sort of weird internet creep who goes around stalking hot-tub salespersons. And sometimes I am!

When I finally did go in to purchase the spa, review the goods, and make sure it was precisely what I want... Tracy was totally cool when my 12 year old son broke one of the floor model tubs. Three times. In about 6 minutes. This is not a statement about the build quality of the tubs. Earlier that morning at the Anvil store, my son broke 4 anvils in 6 minutes. I don't even know how to break an anvil. Apparently anvils are more fragile than the spas that IHT sells.

But here's the point... She worked with me on MY terms. Part of the tyranny of shopping is having to deal with sales folk on THEIR terms. I'm selfish...this is all about me me me.

As for delivery.... The delivery guys were great. They knew what they were doing. I tried to stand there and tell them they were doing it wrong and screwing things up, but they dutifully kept their eyes on the ball, ignored me, and got it done quickly, cleanly and with only minor flesh wounds. This included removing an old tub that I had filled with lead just to see how they would deal with it.

So... if you're buying a spa. Don't be an idiot. IHT is the...

Best all-around company we have worked with in a long time. We were on a hot tub hunt for our Evergreen, Colorado vacation home. We could not find anything in stock in the area. Friends in Edwards, Colorado had great luck with International Hot Tub Company. So I checked out the Denver store website and on a whim, started an online chat. I was surprised a "real" person - Tracy - answered my text immediately. She described all the hot tub models and colors that were in stock and the hot tubs that would be available in September. I was debating on color and even sent a photo of our back yard to Tracy, for her opinion. She helped me decide on the style and color choice. Tracy never pressured me. I mainly pressured her - LOL- by calling her cell on a late Saturday night - to make sure she would save this perfect hot tub for us. We placed our order over the phone. Our "Pulse" model HotSpring hot tub arrived exactly when promised and delivery was set-up at our convenience. The delivery went as clock-work. Three strong, friendly and knowledgeable guys went out of their way to place the hot tub exactly in our preferred spot - lifting it back and forth a few times until we were satisfied. Next up - the electricians that IHTC recommended. They were pretty much hot tub specialists - the electricians hooked up the electrical, filled the tub, added chemicals, and gave us a lesson on how to work all the controls. The next morning we noticed a little bit of water dripping under the tub. I texted Tracy, who notified service. Debbie from service called me immediately and assured me they would take care of things, even though we would be out of town when service was scheduled. Matt from service called me on his way to our vacation home. He then called me after his service call and explained to me the problem that he was able to fix. (just a loose O-ring.) Matt and Tracy made me feel confident that IHTC will be with us for the long haul. Not just for the sale. I later found out that "Debbie from service" was the owner. Impressed she made the time to answer our many, many questions. The whole team treated us like we were their only customers. Like we were rock...