Paradise Valley Spas Concord — Local services in Concord

After a lot of research and visits to multiple area dealers we decided to purchase a tub from Paradise Valley Spas. This is our first tub and I must say that the sales portion of our experience was very informative, low pressure, and our sales rep Dan was really great. He was knowledgeable and helped up make our tub selection a breeze.

Regrettably this is where our experience went bad. After paying our deposit we patiently waited for their Customer Service team to schedule a site visit. After waiting a few weeks we finally heard from them and started the process of documenting our hot tub pad and delivery route. Our contact for this was Will in their Burlingame office. Will was very friendly but is, as he put it, very overwhelmed and behind due to a short staff. Will did not return calls or emails for a couple of weeks, at which point we threatened to cancel our order. At that point we contacted our sales rep to let him know what was going on.

After several phone calls and emails Will finally got back to us and processed payment for the tub. The order took almost six weeks to fulfill. When the time came to schedule delivery, Will was good about contacting my spouse to setup the delivery, but failed to confirm the delivery time as promised. This is unfortunately par for the course for Customer Service right now. They are difficult to reach, do not follow through on promises, and the whole team at Paradise Valley Spas pointed fingers at each other instead of coming together to problem solve.

Our delivery did go well but the guys could definitely use some people skills. They were not friendly at all, but they did do what they set out to. They placed the tub where is was meant to be and did a very good job with the handling of the tub, so I can't knock them there.

My spouse wanted me to give a one start review, but I added a second star since Dan did such a great job educating us during the initial purchase.

We will have to work with this dealer for the life of our tub so my hope is that things improve. If you plan on working with Paradise Valley just be prepared to do a LOT of follow up work to get your...

I have purchased supplies for my spa from this store since 2004. I called today to see if they had a replacement filter in stock. I spoke to Steve.

Strike 1: I read the part number from my filter. "We don't carry that. We only carry Sundance and Jacuzzi." I told him it's a pretty standard size and that I've always purchased it from that store in the past. While he's telling me that he probably doesn't carry it, I do a Google search for the part number along with the word "Sundance." The equivalent Sundance part number came up immediately. I read him that part number. "Oh yeah... we do carry that." Steve... you're sitting in front of a computer. You can't be bothered to look this up for your customer? You're in sales, right?

Strike 2: I drive down there to get it. The price is almost double of what I could buy it for online. But hey... support local business, right? I give him my credit card.

Strike 3: He needs my name. (It's on the credit card.) I tell him my name. Then he wants my address. I tell him that I don't really want to give them all my contact information; I just want to buy a filter. He said that "the system" won't let him sell anything without getting all the customer's contact information. I took my credit card and left. It's a spa filter, not prescription medication.

Steve, buddy.... let me explain something to you. I may not be buying a spa today so I may not seem like a consequential interaction. But my wife and I are going to re-mod our back yard and patio this winter. We are considering a new spa. You need to think of these little interactions as an audition for your company. You did not do a single thing to help me buy a simple product from you today. (A product with a 100% markup BTW.). After this experience, would you care to guess where I will not be purchasing a spa? And would you like to guess why I will hence forth be purchasing all my supplies online instead of...

I just bought a optima spa from the sale that was going on at stonridge in Pleasanton tried three times to tell Javier the sales man the colors that we wanted he was always very kind in saying they would contact me by phone and they did to go over the colors and special equipment for my 85 year old mother with a stroke the delivery was very stressful and they didn't know how to connect the special railing that has not been attached I've called 3day in a row since delivery on 8/16/17 no one will return a call to help not to mention the spa is completely the wrong colors accept for the inner part and the cover is grey not the light beige 😡😡😡 And the outer shell is dark brown not light beige so they are the worst at customer care up till today and until someone gets ahold of me and fixes this I will not change my post. And I will contact the media if necessary

So after all these years I have a new relationship with Paradise Spa and so far the guys are great and always good service and pleasant to work with I think the men that come out to the job are great and always kind and keep everything clean never had another problem Justin is so awesome but a hard guy to get he's in popular demand but the other men are also very kind so there I've changed me review thanks for...