Reviews

This profile includes reviews for Aqua Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aqua Spas

  6004 S College Ave Fort Collins, CO 80525-3935

  
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  Aqua Spas

  13801 Grant St Unit 405 Bldg 4 Thornton, CO 80023

Review Details

• Review fromSusan J

  Date: 06/30/2025

  1 star
  Some of the worst customer service I have ever experienced. From missed appointments, to ***** employees. Calls and messages never returned. We had to call 4-5 times just to find out when they could deliver the spa. When we did finally get in touch with some one and get the delivery scheduled, we were called and told they drove a fork lift into our spa and they would be repairing it and then send it. We were not happy with the damage option so asked for a different spa. The drivers showed up with out all the set up materials we were told was a part of the delivery cost. We spoke with our sales person only to be told things were so bad there he quit. The lifter arm for the top was not brought out for a month, and the lights don't work. They have missed 4 of the appointments thy scheduled to fix the lights. We have had this spa for 3 months. When I call expressing my frustration the answer I received was " We have a A+ rating from the BBB so it doesn't matter what you say"
  

  Aqua Spas

  Date: 07/08/2025

  Wed like to clarify the events referenced in the complaint, as the claims made are inaccurate.The customers hot tub was delivered on April 30, 2025. At the time of delivery, there was a disagreement regarding our standard 2.5% credit card processing fee. The salesperson had explained this fee during the sales process, but the customer disputed being informed. To accommodate the situation, we accepted a split payment and waived the fee.On May 22, 2025, the customer reported that the LED lighting on the hot tub was not functioning. A service appointment was promptly scheduled for May 24, 2025. On June 30, 2025, the customer called to report that service had not yet occurred. We apologized for the delay and rescheduled the visit for July 10, 2025, in order to ensure the necessary part was available.During the call, our scheduler made every effort to assist, but the customer was extremely rude, berated our staff, and made derogatory comments about our company. While we understand frustration when something is not working as expected, we ask for respectful communication so we can better assist.We would also like to note that our calls are recorded, and there is no record of four missed appointments as claimed. We take our BBB accreditation and reputation seriously and are committed to transparency and fairness.We remain committed to resolving the lighting issue at the upcoming scheduled appointment and hope to move forward in a more constructive manner.

• Review fromAndrea H

  Date: 06/17/2025

  1 star
  ******** customer service in ***************** *** Quoted us a price and after they did the service work charged to my credit crd on file over $100 more than quoted, and said he would give me a receipt later and never got one. Gave us a window to arrive for service call and showed up 4 1/2 hours late at and at 8:30pm at night with no phone call! When we called to complain told us they would take us to court for being upset, found out my husband was in law enforcement and said he and cops are LOSERS while screaming at us on the phone!
  

  Aqua Spas

  Date: 06/18/2025

  **************** Note: ***** Service Call June 1417, 2025 On Saturday, June 14, 2025, at 10:14 AM, *** and Mrs. ***** contacted Aqua Spas requesting immediate service for their hot tub. At the time, our service department was closed; however, the manager on duty went out of his way to assist. Though there were no available appointments, he rearranged the schedule to accommodate the customer for Monday, June 16, *********** the call, the manager quoted the following:Trip charge: $159 (includes first hour of labor)Heater: $257.12 Additional labor: $64.50 per hour (minimum 1 hour total)Mrs. ***** inquired about a law enforcement discount, noting that they are police officers. After providing pricing details, the manager estimated the total at approximately $465. The customer call lasted 9 minutes and 47 seconds; they said they would call ******* 11:01 AM, the Haases returned the call. The manager, occupied with other in-store customers, returned the call shortly after using the phone number on file (area code 323) and confirmed their appointment for Monday, June 16, 2025, as the last call of the day (46 PM window). Per company policy, the trip charge plus a card processing fee was collected at the time of scheduling. The receipt was texted to the phone number ending in 1068, as provided by Ms. ******** June 16, the technician experienced delays and called to inform the customer, leaving messages at the phone number on file. He arrived around 8:00 PM and completed the repair, noting that a heater gasket was also needed ($4.83), which is normally reused but was too ****************** charges were as follows:Trip charge, parts, labor: $485.45 Sales tax: $21.11 Total: $506.56 (excluding card processing fee)Payment was authorized by *** ***** **** (listed owner), who approved use of his son-in-laws credit card.On June 17, Aqua Spas received a phone call from the Haases expressing dissatisfaction with the labor charge and the estimate. The call became increasingly hostile. When reminded that all calls are recorded and may be used legally, *** ***** responded that he is a police officer and laughed at the statement. In an effort to de-escalate the situation, Aqua Spas issued a goodwill refund of $60, despite the charges being valid and clearly communicated.Shortly afterward, Mrs. ***** posted a public Yelp review containing false and defamatory statements, including:Claiming they were overcharged by more than $100 Stating they never received a receipt Accusing Aqua Spas of calling her husband (and all law enforcement officers) "LOSERS"Alleging they were not contacted when the technician was running late All claims are inaccurate. Phone records confirm contact attempts were made to the number on file (area code 323). A receipt was sent via text to the number provided by Ms. ****** At no time did any Aqua Spas employee use derogatory language or make comments about law ************** light of the false accusations and defamation, Aqua Spas made the decision to revoke the $60 refund and formally cease further service to the ***** household.Aqua Spas Management

• Review fromManoj S

  Date: 05/09/2025

  1 star
  My experience with Aqua Spas for our move from ******** to ******************* was extremely disappointing. The scheduled window was 13 pm, but they arrived around 7:30 pm, citing weather as the reason for the delay. This was very late, and as a result, they could not complete the installation that night.They returned the next day around 8 pm, making me wait through the entire afternoon and evening. After hours of waiting, they finally finished the installation near midnightspecifically at 11:45 pm.Before making the payment, I requested to inspect the hot tub and told them I would pay the following ****** it was dark at night. At this point, the mover called the bosswhom I believe is the owner or managerand the boss became aggressive. He threatened to call the police and file a criminal case if I did not pay immediately. He also inquired about my legal status and made intimidating remarks, which were completely unprofessional and unnecessary, as if he were the authority rather than a service provider.Feeling uncomfortable and disrespected, and not wanting to argue at midnight when everyone at my home was sleeping, I reluctantly wrote the check. The entire process wasted two days of my time, and the service fell far below expectations.I cannot recommend this company and will not be using their services again in the future.
  

  Aqua Spas

  Date: 05/12/2025

  The customer called ******************** to move a Used Spa and Covana (electronic covana) from ******** to *******************. Aqua Spas policy on all spa moves is payment upfront. The customer asked if he could pay with a check. We made an exception. Took a deposit of $300 and the remaining amount due $1,900 on the day of the move at the first location. The covana takes anywhere from 5-7 hours to undo and then rebuild at the new location. The customer was scheduled for service on Wednesday 5/7/2025 between 1-3pm arrival time. The delivery crew had a spa move (Longmont to ********) prior to this customer and kept the customer informed of the timeframe. Now, we did cite the weather for the delay because on Wednesday 5/7/2025 Loveland at 12:56PM MST, there was heavy rain in Loveland Temp at 51 degrees F then a Thunderstorm from 1:26PM MST until 4:13PM MST. Our team worked until 11:30pm to dismantle the covana and spa move- it was too late for the customer to accept delivery and so he "agreed" that we will deliver and install the covana the next day after they complete their deliveries on 5/8/2025. The spa move was to rebuild the covana at the final destination and put the hot tub on a 10x10FT pad. On 5/8/2025, the customer texted the delivery department stating he had lost 2 days of wages because of us to which we informed him that we give windows for arrival and also call 30 minutes ahead on the day of service so there was no reason for him to leave his work early. He also asked our delivery team to call him 3 hours prior to arrival for his service.Once the work was completed (it was 11:40pm on 5/8/2025), the customer refused to pay stating he wants to examine the hot tub running (he did not have electrical ready at his house) and will get an electrician out there before he will pay. The delivery crew exhausted by now called their delivery department manager, who let the customer know that we need the payment at this time as that was part of the service we charged him to provide. The customer became agitated and stated, "then take it away" at which time he was told that is not going to happen and we were calling the ******************** because he was unwilling to pay. He went back inside the house and stated he was calling the Police as well. Then came back out with a check and told us on a recorded call that he was going to post reviews everywhere for our "terrible service". To this customer, we provided a service and you chose not to pay.

• Review fromCarhy T

  Date: 10/08/2024

  5 stars
  ****, a tech from ******************* Aqua Spas, professionally diagnosed our leaking spa. He very meticulously replaced our leaking pump and the Spa is working perfectly! **** was efficient and professional! Thank you!
  

  Aqua Spas

  Date: 10/09/2024

  Dear Ms. ******* we appreciate your time and your business and are very happy to hear Rome was able to get you taken care of to enjoy your hot tub again! Have a great day!

• Review fromRebecca S

  Date: 06/17/2024

  1 star
  My spa is falling apart after 3 Years. **************** at **. ******* location is the worst, especially ******. I have left numerous messages and gotten no response from them. Its exhausting

• Review fromTimothy M

  Date: 02/23/2024

  1 star
  ********* ******************* is a s*** show for sure quick to sell you there s***** spas. Do not buy from them! Truly has been the most unprofessional people I have had the pleasure to deal with wish they would just pick up there s*** and refund me time and money spent.

• Review fromAngie H

  Date: 12/31/2023

  1 star
  Terrible service. Over 3 months after purchase, still awaiting our hot tub cover. Scheduled 3 delivery dates and they no call/no show every time. Now they refuse to take our calls. Horrible service.

• Review fromKelly T

  Date: 10/27/2023

  1 star
  If I could give 0 stars I most certainly would. My daughter purchased a hot tub from them back in Dec/Jan. When they brought it, it was getting dark. They rushed through getting it set up and started filling it up. We were assured by the next night we would be able to use it. The next night, it was still cold. It was cold out so I gave it a couple more days. The tub they sold her had a broken heater. We got a new heater and everything was fine until September. My daughter and her friend went to get in it and it was off. Thinking that it tripped the breaker, I checked that, breaker was fine. The next day I checked the extension cord (plug and play tub) it was fine so I call the dealer, they cant get us in for several weeks. Time for the appointment. They got us in a day early but came after the time window, when it was dark. I told them over the phone what I thought the problem was and he checked and said yep, youre right, it needs a new cord. Ill have to call master spas to order a new one. That was October 4th. It is now October 27 and still no cord. My daughter and I have both called once a week to check status on this and today they told her that they had no record of a tech coming out to our house or a cord being ordered. This is unacceptable to us. I would not recommend purchasing anything from them as their customer service in the service department is not on top of things. I will be seeking my money back for the service call and possibly seeking my daughters money back for the spa.

• Review fromAJ J

  Date: 07/26/2023

  1 star
  The only part of this company that works well is the sales part, where they take your money. Once you've made a purchase it all goes downhill. I purchased a new cover, they asked when I wanted it delivered, agreed on a date and it never arrived. Six weeks later with three attempted deliveries they arrived with a cover I never ordered. After a 30 min shouting match over the phone with three people on speaker phone I finally got a partial refund. This company should be avoided. I've never been treated like this before. The original purchase had it's issues too... at the time I explained it all away as a one-off.
  

  Aqua Spas

  Date: 07/27/2023

  The customer purchased a new cover (94"x84"- special order) on 6/7/2023. This special order cover had the same specs as his original spa cover (vinyl). Unfortunately, the customer was under the impression he was going to get a different type of material (sumbrella) which the sales person was unaware that it would be vinyl instead. The cover deliveries are usually 6-8 weeks out. The customer purchased 3 filters in addition to the cover on 6/7/2023 (totaling $259.87 including tax). His cover cost was $849 plus tax ($66.31) totaling $915.31. This was fully refunded with check and mailed to the customer on 7/22/2023. We are sorry for the cover not being the right type as the customer thought he was getting. There was nothing wrong with the size of the cover and the refund we provided was correct.

• Review fromChristopher S

  Date: 03/25/2023

  1 star
  Nice People Horrible Customer Service
  My wife and I purchased a Master Spa Twilight in October '22. The unit is under warranty. We have made repeated attempts to receive responses to replace and repair a faulty valve. The missing part results in an extremely high pressure stream of water jutting out from the tub from
  at a spot immediately next to the control panel. This has created high risk of extreme eye and bodily injury.
  Our attempts have included several calls to more than three employees, many of which were left unanswered, plus three in-store appearances. After finally ordering and paying for the part then waiting three weeks, we received two of different sizes. However, repair requires professional installation. No Aqua Spa representative mentioned this. So, we have some parts with no way to install them. After spending several thousand dollars we are still hoping that our reasonable request be addressed immediately and proactively.
  

  Aqua Spas

  Date: 03/27/2023

  Per the customer's contract, All Service visits will require a trip charge payable in advance. On a recorded call, the customer was provided this information and he refused to pay the Trip Charge and was extremely belligerent to our employees. At 5:34pm MST on Saturday 3/25/2023 at 5:34pm MST, the customer's wife Maria V****** called and paid for this trip charge and we have them on the schedule for service on Tuesday 3/28/2023. Aqua Spas is providing to the BBB a copy of the customer's contract.