Spa Palace Hot Tubs of Denver

"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 and Tabitha!"

"Just got off the phone with Megan. She wasn’t able to help me because I have a different fireplace than what they service but she was so helpful giving me other phone numbers to try and walking me through things. As a small business owner I don’t think people understand how often we are a sounding board and we give advice for absolutely free and rarely do the customers we help take the time to write a nice review. So here I am! If they can help you, please use them these are good people! And very knowledgeable!!!"

"So pleased with the service from Spa Palace for these last 16 years! What an excellent staff. Tisa helped me place the order for replacement hot tub cover and it's SO much better than the older, much heavier cover. It's light weight and looks like it will survive the strong UV much longer than the last vinyl surface cover. I highly recommend Spa Palace. It says a lot about their business and they have had much of the same staff for many years now. Tisa helped me get a refurbished hot tub when ours gave up the ghost, and Jake has been out for service numerous time. He's expert at his job. Both Tisa and Jake are dynamite. Three cheers to great workers!"

"This place *should* have a solid 5star rating! I tend to over-research things, so after I first visited Spa Palace I then visited every single hot tub place in the Denver area. Spa Palace had the best selection of hot tubs, the best prices, Tissa was a true gem to work with (the other places had pushy salespeople who made me uncomfortable), & hot tub was delivered 5 days after we purchased. We got an amazing deal on it & yet did not have to make a single sacrifice! Tissa even threw in extras that made it an even better deal than we expected. If I could go back in time would I make the same purchase? Yes, absolutely! But I’d have skipped the part where I spent a month researching the competition!"

"Tara at Spa Palace was amazing to work with! I have had trouble getting a new spa cover from another company, I have waited 6 months and now they haven’t returned my money or delivered the cover. Tara listened to my needs, stopped what she was doing and searched the Spa Palace warehouse to try to get me a cover immediately! The positive attitude and quick response from her team was impressive!! Thank you Spa Palace for my new cover!!!! Regards, Lori"