Spa Palace Hot Tubs and Saunas - Denver — Local services in Westminster

Update: Unfortunately having to downgrade my review due to bad communication and service. When our tub was delivered, we noted that the bottom pan was torn up and requested a replacement. Of course it was on backorder so we waited patiently and then had to coordinate a tub tip with the weather! We made an appointment and on the morning of Mandy called to say they wouldn't be coming and I needed to contact the First Collins store to find out why and reschedule. This was my first red flag. Monte in Fort Collins was very apologetic and explained there was a miscommunication and our appointment was never confirmed. He offered to squeeze us in the next day if it worked for us and I accepted. I don't understand why Mandy couldn't handle this or explain the issue. Then Steve showed up at our house, we were never notified he would be coming not what he would be doing. Stated he was to disconnect the electrical. The process of the tub tip was never explained so we didn't know what to expect. The delivery crew showed up the next day and efficiently swapped the pan. We went to check the tub and get ready to start filling it, and that's when we realized Steve cut our ground wire!!! HUGE red flag. About an hour later, another tech, Jake, showed up without any notice and started he was to reconnect the electrical. Well, the conduit fitting connector was missing and techs don't carry them. Jake said he would have to contact Steve to find out what he did with it. Jake was also going to reconnect the wire without consulting an electrician to determine what was safe or allowed per code. In the meantime, we contacted our electrician and found the missing connector inside the tub cabinet, next to the conduit hole, in a place that indicates the conduit was yanked on until the connector was torn off. We contacted the store to inform them we found the piece and the acceptable wire fix per our electrician. Spoke with service manager Tissa and Jake, who both indicated they knew better than an electrician on an acceptable wire fix. Tissa also said that Steve denied yanking on the conduit and that the connector must have been tossed around during the tub tip. Well physics don't lie, and the way the tub was tipped makes the location of the connector impossible, and it was right by the conduit entrance. I informed Tissa that Steve was lying and a terrible tech and that he will never be allowed to touch our tub again. Let this be a warning to others! Additionally, Jake came out the next morning with a ground nut instead of the irreversible connector we required. We sent him away to get the right part. He came back again with something kind of like it. We let him install it but then checked with our electrician if this was the right piece, and he said no. It was supposed to be a copper piece and Jake installed a yellow plastic connector. THIS IS A SAFETY ISSUE! This is an equal potential ground wire that is inside/under the concrete pad in order to disperse any charge if someone in the water touches something conductive outside the tub. Code says this must be a continuous wire or have a very specific splice. Well Steve cut our wire too short to reconnect. Spa Palace techs are NOT electricians and they created an UNSAFE condition with our hot tub. We permitted the installation of our tub initially to ensure everything was safe, and now we aren't confident this would pass inspection. We'll be contacting the city to see if they'll reinspect. In addition to the communication failures, this has been a very stressful and disappointing experience. When you purchase a tub that's as expensive as a small car, you trust the retailer and service team to be professional and perform work correctly. We are lucky to be knowledgeable enough to know they screwed up, but we worry about unsuspecting clients being subject to danger through these unsafe business practices. The whole team had been great up to this experience, so this was a shock and I don't know what we'll do going forward when we need service.

Great experience working with Danny...

We bought a spa from Tissa in September. We discussed the size of the spa and how much clearance would be needed for delivery. Once we went home and measured and called Tissa he assured up that our clearance would be fine. When delivery crew came out in December they determined there was not enough clearance and were surprised that someone didn’t come out from Spa palace to measure before delivery. We were told we would Need to hire a crane service to deliver the spa. We called several crane companies of which one came out to our site and said the crane would Not reach out space. Another crane company said they could do it (without looking at our space) but it would Cost $1500 minimum . At this point since we had little confidence in what we were being told Over the phone vs reality, we decided the cancel the transaction. When we were finally able to get Tissa on the phone he said no refunds on your deposit, sorry goodbye. Very disappointed in this company and their lack of customer service and terrible response time.

A few things to be aware of: This company has never responded to an email with and email, sometimes you will get a phone call response sometimes nothing at all.No paper trail.

They do not really care about the customer and the service they are providing. Since they have a NO REFUND policy it doesn’t really matter.

They are not professional and their business practices are shady. There is no sense of urgency for responding to phone calls or emails. It is especially disheartening that when a customer who plans to spend 10-15k on a product and has already spent thousands on hard scape and privacy to prepare for said product is not valued. They do not care to resolve the issue nor will they...

Joel is the most unprofessional customer service rep I have ever dealt with. My husband and I have been waiting for our hot tub since August. Its been 6 months now and every month we've had to call for an update on our hot tub. Every time theres no apology just excuses and promises to call with an update the following week with NO call or NO update. Joel is not only full of excuses and unprofessional..... He interrupts you every time you're trying to speak. They require a down payment, then they sit on your money for months. Their contract is a LIE because they say 12-18 weeks out now our tub is saying another month for shipment. HAHAHA! Worst company and worst customer service. COVID and the back up in all industries is NOT an excuse for a hot tub to be delayed a full year. It would be one thing if the tub had an actual ship date but just guesses from Joel.. Oh it should be next month. Well sorry but thats what you said two months ago. JOEL get a new job! Hopefully one that doesn't involve customer service!

UPDATE: it’s now been 7 MONTHS and still no hot tub as they sit on our down payment. They said early April for our hot tub after waiting this long. Now we are over half way through April approaching MAY With NO updates from the store at all. I would not recommend this company. Waiting for over half a year for a tub is not worth the wait for any brand. Significantly disappointed with the service of this company! You need to...