Aqua Spas - Castle Rock, Colorado

Wade H.

We bought our spa and the skirts immediately had some issues which they came out and fixed. Then we noticed some cracking in the acrylic. I reported this to them and they confirmed it’s under warranty, but we are going on 9 months and they still haven’t sent anyone to repair it. Now we noticed the touch screen is not working. I reset the spa and it’s still not working. I called and once again they confirmed it’s under warranty. The warranty covers parts and labor, but when I called the service contractor, they informed me there is a $275 trip charge that is not covered. I bought this spa from a local dealer because they made it sound like them being local meant I would get better support. Between the poor quality and the terrible customer service, I would absolutely recommend getting a spa from anyone but Master Spas.

Claire L.

We love our spa. The team at AquaSpa were incredible to work with. RJ has great customer service ensuring we got exactly what we wanted. His knowledge of each spa was awesome. He has continued to follow up with us ensuring once again that our needs are being met. The ownership team was great and we loved that owners were included in delivery and set up. Talk about a great team. Highly recommend.

Joe S.

Pros: Well, I got a fair price. If I had received what I paid for.

Cons: Scheduling delivery was a nightmare - after repeated calls and voicemails, I had to call the sales line, who was able to get me in touch with someone to schedule.

Surprised me with a credit card fee at delivery, after been repeatedly assured by the sales rep that there was no fee.

Cover was backordered, and I am still struggling to arrange delivery and installation of cover and lifter two months after the hot tub was dropped off. Dozens of calls, many voicemails resulted in two appointments that have been made, confirmed and skipped. Never a single follow up to acknowledge that they skipped yet again another appointment.

Master Spas makes a good hot tub, but these guys are totally incompetent. Stay away. I'm about a week from initiating a credit card chargeback.

Craig H.

Bought my spa over the Christmas holiday sale. We just got it hooked up, and started, and while I’m not all that happy with their Fort Collins operation, RJ in their Castle Rock showroom was so customer service oriented that he deserves nothing but a five star rating. Hopeful that we can use this Master Spa tub for years.

David H.

The hot tubs look nice, but service is terrible! You buy the hot tub in Castle Rock, but service is in Ft. Collins so you will pay $165 “travel fee” just to get a technician to show up. But they won’t fix it, just charge you by the hour to tell you what needs to be ordered to fix it. It’s been over a month, and nothing has happened. I’ve called the technician, texted the technician, called the repair shop, left voice messages. Nothing has happened. It’s winter and I’ve been running a space heater to keep the pipes from freezing all this time.
Don’t buy from this dealer! Sooner or later you’ll need service! And good luck with that!

Jgross

Would not recommend this company to my worst enemy.

I have had several disappointing experiences with this company that has left me frustrated. Initially, I was drawn to them because they had the hot tub I needed for my rental property, and I typically purchase one hot tub each year for my business. However, this was my first time buying from them, and I regret not doing more research beforehand.

Six months ago, I purchased a hot tub, but the delivery experience was far from satisfactory. The crew was rushed and did not take the time to provide me with a thorough demonstration. As a fellow business owner, I understood they were eager to finish their day, but the lack of attention to detail was concerning. The next day, I discovered that the crew had neglected to remove stickers from inside the tub, leading to clogged filters and debris. When I contacted the company for assistance, they dismissed my request for replacement filters and a startup kit, claiming it was my oversight for not checking the hot tub during delivery, despite it being late and dark when they arrived.

Fast forward to now, the hot tub has developed a significant leak. While I understand that issues can arise, the company's handling of the situation has been inadequate. Since the hot tub is a key feature of my rental property, I called to schedule a service appointment, only to be informed of a service charge, despite the fact that the hot tub is under warranty. In contrast, my other hot tub supplier has never charged for service visits.

The service advisor promised to contact me the day before the appointment to confirm the time, but I never received a call. On the day of the appointment, I was unable to reach anyone for confirmation, and ultimately, no one showed up.

Frustrated, I called a different location and spoke with Matt, the owner. Unfortunately, he was rude and dismissive, assuring me that the service department would reach out after our conversation—yet they did not. After being put on hold multiple times, I tried calling from a different line, and they immediately answered. Realizing I had been on hold for 20 minutes on the other line, the service schedular was some what shocked. I remained professional throughout this process, but when I requested a recording of the supposed confirmation call (because she said they record all calls), they could not provide it.

As a result of their poor communication and service, I had to wait an additional two weeks for assistance, during which I offered partial refunds to some of my tenants. I sincerely hope I won’t have to deal with this company again, and I have reported my experience to the Better Business Bureau.

Susan

O M G ... just don't. Aqua Spas Castle Rock and the Fort Collins team are a joke. The massage chair they delivered was making noises and I stupidly listened to the delivery guy who said they would send out a service team to fix it. It's now been over a month, countless hours sitting on hold only to leave messages with no calls backs and still no service call scheduled. Matt the owner of Aqua Spas was kind enough to tell me that it was my problem as I signed the contract and it's up to Infinity to fix the chair. Seriously - just don't ... you can get the same chair from Costco and not have to deal with this crap.

Dave H.

I bought my hot tub from this store two years ago and have loved every soak! They are friendly and knowledgeable and offer advice on how to keep water clarity looking amazing.