I live in Washington DC and was fortunate to have Diamond Spas install two pools in our back yard and two on our roof deck! It was a really tricky installation and they were dealing with a super meticulous architect. They were fantastic! Not only did the pools (4 in total) arrive when we needed them, they were accommodating and undaunted by unique challenges of installing plunge pools and hot tubs in these locations! They are still right at the other end of an email or phone call if we have any questions or need any support whatsoever. I would recommend them in a heartbeat. read more

Diamond Spas - Pool & Hot Tub Service Near Me - Frederick, Colorado

They are great when they work. The problem with the cold tub is that it is broken more than it a working. It has been down for 2 months and service is next to impossible. I finally found someone to work on it and he "fixed" it for two days, sent me a bill, and when it was broke down again told me the problem was something else. Dominic is rude and Chris is friendly but not able to get someone over to fix it. We built a brick and granite tile deck around it at no small expense and are out 40k. I am in a position where we have to sue them for selling us a cold tub that will not stay cold, which will be one more expense. read more

This review is for Diamond Spas' customer service, which is atrocious. The product itself (we bought a custom copper hot tub which was delivered in September 2018) exhibits strong craftsmanship and we hope to enjoy it for many, many years to come. But the level of customer service was so far below the level of the product (and the expectation for customer service set up by the high price tag) that I feel compelled to warn others. There are four key issues with the customer service I received: 1. Responsiveness. I had to contact my rep (Shannon) over and over and over again in order to get a response. It would regularly take 3-4 emails and the same number of voicemails to get a reply to my questions (especially after the sale had been made). The average response time to my emails was over a week each time, sometimes as long as two weeks. Once all was said and done, it took exactly a year from initial contact (September 2017) to delivery of tub (September 2018), and a big reason for this was Shannon's lack of responsiveness. I was so frustrated by his slow response times that I went to the extraordinary step of sending our emails to the company's owners to help them identify a problem employee (but Tom and Stephanie were utterly unapologetic - ironically I didn't get a response or apology from them, which perhaps tells you about the tone they set from the top). 2. Attention to detail. For a product as expensive as a custom hot tub, I would expect the company reps to get everything just right. When I placed my order, I asked for copper siding on two sides of the tub but not the other two (as they were hidden by a corner wall so it would have been unnecessary). When the final drawings were produced for my signature and acceptance (point of no return), Shannon had the copper siding on the wrong two sides. I caught a sloppy error that should never have been made in the first place - if I hadn't caught it, I would have signed off on a very expensive and irreversible mistake that was entirely the company's fault. 3. Knowledge of your own product. For a product as expensive (and as niche) as a custom hot tub, I would expect the company reps to know pretty much everything there is to know about the product they are selling. But Shannon exhibited a shocking lack of knowledge about the product he was selling. When I would ask perfectly natural (and presumably common) questions about the materials being used, how to care for the copper, number of jets, configuration of seating, how many people it would fit, proper foundation materials, decibel levels of the equipment, etc he would always say he'd check with a technician (which would then necessitate me having to follow up 3-4 times as noted above). He literally knew nothing and was hardly ever able to answer a basic question. I had so little confidence in Shannon by the end that I'd just copy most people at the company on my emails to them so there'd be visibility at Diamond Spas into the questions I was asking them. 4. Delivery of a broken and incomplete product. When the product finally arrived (several days late, with no communication around the delay) one of the 12 jets was broken and the tub arrived without a cover. I contacted Shannon (and the numerous other people at Diamond Spas I was now regularly copying on all emails to ensure someone got my messages) to get some info on both issues. The cover they said was coming in a separate shipment, 7 days later. The broken jet they knew nothing about, and Shannon did what he always did which is say he'd ask the technician. As usual, I had to send several emails and leave several voicemails to get any info on what was going on - when Shannon finally responded, over a week later, his answer was typical - "I don't know anything more. I'm waiting for the technician to respond." After complaining about the service I was receiving, they tell me to go hire my own local technician to fix the tub! After delivering a broken product, it was now my problem, Diamond Spas had completely washed their hands. In the end we did hire a local technician to fix the broken jet, and Diamond Spas paid for it, but I was just appalled by the attitude of the people at the company and the utter lack of remorse for the shocking service I was receiving for a high-end product. The tl;dr - I like the tub now that it is fixed and has a cover, but I would never in a million years buy from Diamond Spas again. read more

My husband and I completed construction on our new home in Boulder a couple of years ago. After the construction was done we started on landscaping and did extensive research on a hot tub to incorporate into the back yard design. Because of our position on the mesa we had lots to consider due to the slop of the lot. We were excited to find the perfect supplier of a custom spa near us in Diamond Spas. My husband and I visited the show room and visited with Shannon who spent a lot of time with us showing us options and even giving us a complete tour of the manufacturing area. Everyone was polite and knowledgeable and very proud of the custom spas they were producing. Shannon worked on our design and kept us informed of deadlines that had to be achieved so we could get the spa built as we wanted on time. He even visited our home to make suggestions when we requested. Our spa was delivered on time and as we designed. It is a great addition to our home and would recommend Diamond Spas to anyone who is looking for a custom spa supported by a great team. Great Company to do business with! read more