Imagine Backyard has a great showroom, strong product selection, and the GM/sales team has been solid to deal with. But the installation/third-party delivery experience was the worst I've seen. The install manager blocked my driveway while my family was trying to leave, then refused to move/back out so we could get out. When I insisted they clear the driveway, they canceled the install and walked off the job. Great company and leadership on the sales side -- but the install/service side is a major problem. If you buy here, make sure you get clear accountability on who is responsible for installation behavior, escalation, and completion, because that part was unacceptable. read more

Great to work with and good follow through. The showroom was easy to see the end product. read more

Great service and fair pricing. Excellent Expert advice. Hot tubs and bbq are the specialty

When we first started going there they were good. But over their years, their service has gotten worse and worse.. canceled on me several times without even telling me they canceled. I had to call them. Now the people that they send out to do the repairs or just trying to get as much money out of as they can. Nothing like a tech having an attitude when they're the ones who hasn't shown up for three weeks in a row. read more

Stay away from this company. The fire table he sold me had poor workmanship, and quality . It was delivered by his delivery company and just dropped off. No one took a look at it. No one offered to look at to see if it was damaged, etc. etc. Once delivery of the product happened, from then on David wanted nothing to do with the product at all. He also stated that the fire table is easily adaptable to natural gas. It is not! I don't think it's adaptable at all. He tried to tell me that my contractors didn't know what they were doing. My contractors install a 10 foot natural gas linear fire feature without any complications at my last property. I think it's David ..... Then he discussed me in the conversation with one of my contractors and started to say I was never allowed in the store again, etc. etc.. I've been nothing but congenial to him. I'm not sure why he would be belligerent to my contractor and also disparage me. As I said I've always been gracious to this guy. I think he has some issues.! Not sure why he would bully me. What he was doing was a form of bullying.. But, maybe he knew I was a widow and thought I was easily intimidated. My real complaint is that he was not honest with me about the product. Had he been professional about my complaints, I probably would've spent another $15,000 in that store. I was looking to buy the clear light sauna and some of the exterior heaters on display. I'll now purchase them from someone else. I've added some photos to show some of the poor workmanship and quality. I also added photos to show it's not easily adaptable to natural gas. In fact I don't think it's adaptable at all to natural gas. I'm so glad I have these photos. Look at all reviews, as you scroll down through the first couple of reviews, you you'll see that some people have had a lot of issues with Imagine backyard. Now I realize why no one is ever in the store. David G You were dishonest with me. You told me that this was easily adaptable to natural gas and it's not. . Yes, I went in there several times and looked at the item to make sure that I could use it size where I wanted it.. I did sign your contract, but that was based on that the information that you gave me when I purchased it this item, was not honest Information. You can write whatever you want to write below. You were dishonest with me and shifty . And you know it Now I understand why there's never anyone in your shop. I'm so glad I have these photos so that people can see what you sold me. You must be so proud of yourself . People scroll through the all reviews you'll see what type of shop this is read more

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I had inquired online about the pricing of a spa and received an email from the owner of Imagine Backyard, David, with the price and information about the showroom. I decided to stop by that weekend and who greeted me - and remembered me from the email? David! The showroom is absolutely gorgeous and inspiring. In a very uncharacteristic move, I ended up buying the spa that day. I am usually one to research a lot and take some time on decisions, but I was really wanting a spa before it got hot. I worked with Nancy to get everything arranged, and she was wonderful. The delivery went off as planned. Unfortunately, I just did not like the hot tub that much. There was nothing wrong with it, it just seemed the wrong one for me. I regretted making such a hasty decision and was feeling pretty bummed about it. I let David and Nancy know, and they immediately got to work on a solution. I came back to the showroom, and after sitting in a few others and looking into the options, I switched out to a different spa. Nancy and David were wonderful in this process and never made me feel like I was being difficult. Of course there was a cleaning and pickup fee but I thought they were reasonable, and more importantly, I got to change to a spa I love! Russ came out a second time for a second spa orientation and was just as thorough and patient as the first time. We've hit 100 degrees but I'm still using my spa at least once a day and love it. What a fabulous way to start or end the day, and I'm looking forward to enjoying it even more often in winter. I would absolutely recommend Imagine Backyard. Their customer service and commitment to customer satisfaction are outstanding. read more

David has put together an excellent team at Imagine Backyard Living. From the initial sales room floor contact, to their logistical support personnel, to their service team up to and including their on suite orientation; every step of the way was a great experience for us. We thank them for the professional staff and for their great service. The Jacuzzi Sundance 780 Montclair has exceeded our expectations and we are looking forward to many hours of pleasure from this unit. Thank you Backyard Living Team. Rick S read more

Imagine Backyard Living - Landscape Architects or Designers Near Me - Scottsdale, Arizona

Walked in and the employees weren't welcoming at all. My wife and I weren't greeted and when we did come across someone who worked there they walked away from us as we were talking to them. I'm not sure what the issue was, whether it was unconscious/ direct bias or assuming we were not serious buyers. Definitely will not be returning. Update: Management reached out to me to promptly address the situation to ensure that it would not happen again. I'm appreciative or this, and as a result, have edited my rating. read more

Great experience!! Went to this establishment based on a friend's recommendation and we were not disappointed. Very knowledgeable salespeople and helpful. read more

I've had terrible customer service with this company as well as the 3rd party company they use for install and delivery. Purchased a clear light infrared sauna from them paying over $10k with install, and the installers ruined it first day of set up as they were very unprofessional about it. Not only was the install and service very unprofessional but after the fact in replacing a part on my sauna that they had damaged, the heaters did not come on and had to wait another week for an employee to come out and look at it to repair it. All while they are telling me they are sending me a brand new sauna which never came nor did they order. Just got a lot of beating around the bush and passed around from person to person. Just a terrible experience overall and don't recommend anyone spending this type of money to shop here. read more

There simply are not enough stars to equate to the level of superior service quality and caring that I received at Imagine Backyard Living. I was in the market for a spa and looked at everything from Costco, Sam's Club up to major manufacturers like Bullfrog. In the end, I chose the Marin spa, but unfortunately it had a mechanical issue discovered upon delivery. The folks at imagine jumped in immediately, offering a full replacement, with no questions asked. I even got a call from the owner with an apology and he worked with me personally to select a replacement tub that would fit my needs. Thankfully, all their great reviews were true and well deserved. Some of the competitors' reviews with similar situations as mine resulted in months of phone calls to get a replacement, and a few consumers never got resolution! Thank you David, Nancy and Diana for having my back. And Russ for the excellent at home training. read more

Imagine Backyard Living - Sundance Marin spa - Landscape Architects or Designers Near Me - Scottsdale, Arizona

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After looking for a hot tub in a few places, I saw a great review for IBL and I'm glad I did. This is the best team of people in this business. Stop in and find new ways to turn your outdoor space into a paradise! read more

Dave the Owner and his team are stellar - A family-owned shop that cares for everybody they deal with. I talked to a couple places including Primo, about getting a Primo Cooker. Imagine Backyard was the one I decided on because they make things happen and are very cordial. 5-Stars! read more

We agreed to take one of Imagine's allotted Jacuzzi hot tubs the end of December 2021, with an expected delivery date of mid-February 2022. We were aware of the hot tub shortages and extended delivery times and weren't really expecting to receive our hot tub on time. However, the hot tub was delivered right on time. David and Nancy were very pleasant and professional and kept us informed all along the way. What impressed us the most is that despite our Jacuzzi being one of the smaller models, Imagine treated us like we were buying a top-of-the-line, expensive model. They don't care how much you spend, you are a valued customer. Great job Imagine! read more

Imagine Backyard Living - Very pleased with Imagine Backyard! - Landscape Architects or Designers Near Me - Scottsdale, Arizona

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The entire team at Imagine are great. From the owner (David) who isn't afraid to get involved to Nancy in the office. Customer satisfaction is definitely in their business motto. Before, during and after the sale. read more

Imagine Backyard Living - Landscape Architects or Designers Near Me - Scottsdale, Arizona

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I got my Montclair hot tub only a year and a half ago and I've had problem after problem with that tub. I believe I received a lemon. I've now contacted them for a second leak that I need repaired, I've had the heater cord go bad, another leak fixed, the fountain needing to be replaced, 3 panels warping and needing to be replaced, I mean it is literally taking all of the joy out of what this tub was supposed to bring me. Yes they come and fix the stuff, but getting it scheduled and getting it done, and the down time I've had and all of the issues it's just I can't understand the shoddy materials used in at least my tub. If I'm having all of these problems with a new tub, I can't imagine all of the problem this tub will bring me later. I'm really not happy with this tub, after all of the money it cost me. read more

Highly recommend Imagine Backyard Living! David and his staff exceeded my expectations on every level.

I would give this place a 5 if the service department wasn't so shady. Each time service needs to be done it takes 3 weeks to schedule an appointment and then they end up canceling day of (this has happened to me at least 4 times). They need to hire more reliable service techs or more of them because it is really ridiculous to spend so much money on a spa and not be able to use it for huge chunks of time because the company can't come out to service it when needed. If this were to be fixed I would be able to recommend them but until then, not worth the frustration. read more

We are in the final stages of refinancing our house, closing in two weeks. We went into Imagine Backyard as we are going to update our backyard and wanted to see what they had to offer. We found a spa that we liked but explained, as anyone knows, we cannot finance anything until we close on our house. At this point, John says " what are doing here now then "and proceeds to give us a brochure and send us on our way. No worries, John....we won't be back your true colors came out. read more

This is a very well run company. They stay with you during purchase delivery and installation and start up. Nancy is phenomenal as is David the owner. They make sure you are happy. We got an inground Denali that fit our needs and the I stallation was beautiful. Great Service Dept as well. The best place to buy a Spa. read more

Imagine Backyard Living - Our installed spa. - Landscape Architects or Designers Near Me - Scottsdale, Arizona

Terrible service. We purchased a new hot tub and was told it would be installed in 2 weeks and was asked to pay the entire amount upfront. So we did. Of course weeks go by and no follow up from the store. So we called only to find out that they would not be able to deliver and install for at least 6!weeks. We used their paver and electrical guy and it took days to get his estimate back and only after multiple phone calls. Then the day before he was supposed to come out he called to say he has trouble getting the pavers. We were able to resolve that issue through a work around with little help from the store. They tried to accelerate our install due to their prior commitment but was only marginally better. They also told us they were on top of it. We were told they had us booked for our start up today but they no showed. Of course when we called they told us they had a major problem and we were not on the schedule. WTF! Really after trying to appease our high level of dissatisfaction, we suddenly 'fell off their schedule'! And of course you get a runaround because no one takes responsibility and ownership of our issues. They just make promises and pass the buck. And when you ask to talk to David the owner he is never around. I think we are going to call Jacuzzi and make a formal complaint. Although I don't think that will have any affect. But stay tuned for an update. read more

Came in today to do our due diligence as this was our first time purchasing a spa. We had agreed to visit at least 3 stores and Imagine Backyard was our 2nd stop. We had some questions about the more therapeutic spas and options. The only "John" was so pushy and disinterested in helping us he said "if we were serious" he would write up the cost, give us a brochure and look to see if he had anything "red tag" in our budget. Once John saw another perspective buyer, he walked away and just left us standing there. No brochure, no info, no nothing. Well, we know when our business is not welcome and went to the first showroom and purchased a perfect spa for us. Hard to believe this guy can sell anything with the inflated ego this guy has. We will never be back and do not recommend this store. read more

This is a wonderful long time locally owned business with a great reputation and the highest integrity. Any business can sell you a spa, but what's most important is standing behind the sale and following thru with outstanding service and support, and that's exactly what Imagine Backyard Living does. read more

The showroom is beautifully done. Nice enough salesmen. I'll probably buy from them. Pricey but hey if you want a Lexus you have to pay for a Lexus right? Nicest presentation in the state. read more

UPDATED: The owner, David, and a store manager both made things right in the past few days. They reached out personally and wanted to make sure we were happy customers. Thank you for doing that! As mentioned in my original review below, the hot tub itself is a very nice product, which we have been enjoying thoroughly. I would also add that the Imagine store is really beautiful, with lots of options, and they let you test the hot tubs pretty extensively. ORIGINAL: We really like our hot tub, but I can't give this company a good rating just yet, due to mediocre customer service. Google the cost of a hot tub and you'll find that they are very expensive - several thousand $$ and up. Given that, I would expect a company like this to show a little appreciation / a LITTLE human touch after the initial sale. In the 9 months after we purchased our hot tub, I received a handful of automated e-mails from Imagine, reminding me to buy this, buy that, or sign up for XYZ maintenance service. We didn't receive a single e-mail or phone call with anything that resembled, "Hey thanks so much for your business! How are you liking your hot tub? Is there anything we can do for you?" Communication and scheduling could be better. It took more than 2 months to get a simple part replaced on our hot tub. A service person from Imagine showed up at our house once without confirming the appointment; came a second time 30 minutes late with no apology; and came a third time with the wrong parts. On the fourth visit, the part was fixed correctly. read more

We are absolutely thrilled with our J-245 Jacuzzi purchased from Imagine Backyard Living! It works perfectly and is even more beautiful than we remember in the showroom. The quality of the product is second only to the sales and fulfillment team. Everyone - and we mean everyone, is at the top of their game in terms of performance. We appreciated every step in the process being so seamless and timely. And owner, David's personal attention...well, let me say his checking in with us periodically was icing on the cake! When you look up excellent customer service in the dictionary -- the team at Imagine Backyard Living will be smiling and waving back at you! read more

Initial delivery and set-up by Imagine Backyard were great. Loved the Sundance hot tub when it was working. However, we experienced a total failure of the hot tub heater after only 5 months and are still waiting almost a month later without the ability to use the tub due to slow service and parts availability. Not impressed with the reliability of the Sundance hot tub, the slow response to service requests from Imagine Backyard (1 1/2 weeks for a service call) nor the long times to get replacement parts (nearly 2 weeks!). read more

We had a great experience with a wonderful group of people working together at Imagine to help two of the households in our family get new Sundance spas. We have had a Sundance spa for almost 25 years that we are finally replacing with a newer model (now that's what I call a well built spa!) and our daughter bought a Sundance spa for her house as well. The staff was very knowledgeable and helpful and made us feel safe in the showroom to be able to throughly explore our options to get the perfect fit for us. read more

The sales and finance team along with the owner, David, are so friendly and knowledgeable! We had a great buying experience when we bought our Jacuzzi hot tub. The delivery and installation was quick and effortless! We truly appreciate the awesome customer service and highly recommend doing business with this company! read more

I'm upgrading my rating to 5 stars now because I've had my Jacuzzi (the big one) for about a year and a half so I can with authority say it's a quality build. John Amato (sp?) - that dude today remembered what tub I purchased, remembered my name (wow) and where my tub is installed in my yard. He must be where the term "Johnny on the spot" originated. I have a lot of sales staff at the company I own. I am not sure how many of mine can do that with everyone they sell our product to. Only helpful hint - Guys when you read this please open at 9 on Saturdays - that's when we need filters etc. most!). even 9:30 would help. We have to fill early to get it back up to temp for sat night. Oh and open near my house in Gilbert.... ;-) read more

These guys are the BEST! Had a few problems picking out the right spa, but they wouldn't rest until we had our dream spa and made it happen, going above and beyond all round! Thank you so much! Buy with confidence that you will get what you paid for and so much more... read more

Imagine Backyard Living - Landscape Architects or Designers Near Me - Scottsdale, Arizona

It's been a long time since I've been so impressed with a business's customer service. We recently purchased a Sundance spa from Imagine and they were incredibly patient with us as we navigated changing plans and delays with our backyard landscaping. Nancy could not have been more helpful and courteous in working with our changing needs. Then, install day came, and the pros were on time, friendly, and made sure I was totally satisfied with the set up. Finally, I encountered a glitch with filling and starting the tub for the first time, but unfortunately it was after business hours. I called and left a message and received a call back from the owner just a few minutes later (after business hours!) attempting to help me troubleshoot. Since that didn't resolve the issue, they had someone out to fix it the very next day. I have been so impressed with the courtesy and care with which they treat their customers. I would absolutely recommend them to anyone considering a spa purchase. read more

I paid $12,000 for my 4-seater spa, and would expect better quality materials. The side panel warped within less than a month of owning it (May 15, 2021, to be exact) and it's n ow July 13, 2021, and I finally get someone here to replace it and they ordered the wrong size, or sent the wrong size, nobody seems to know. Also, the straps that clasp to hold down the top, they're plastic, and break very easily. One storm and it broke. I would expect the quality of something that expensive to be made better, and there is nobody with whom to complain, and I actually was told on the phone by someone who works with Imagine Living that this is the world we live in, where we pay a lot of money for products made to break. When I asked to whom I could complain, who would actually have the power to do something about it, or at least get it to the floor for discussion about making better parts for a tub that expensive, I was told there is nobody I can go to so I'm leaving a review. While I love my hot tub, the quality of the product is not very good, and if I plan on having it a few years, that worries me very much. read more

Amazing Customer Service!! The team will help you find exactly what you are looking for and give you white glove service through completion of whatever you project is! read more

Excellent company! I bought a Jacuzzi at Imagine two months ago. The staff was knowledgeable and friendly. They quickly took care of the entire delivery and installation. An employee came out after installation and patiently explained everything about our spa. It was a fun and painless process. read more

This store and customer service isn't even worthy of 1 star! The customer service we received was unbelievable! John M. Was extremely rude and disrespectful! To think we were referred by one of there vendors. Embarrassing... read more

I bought a Jacuzzi hot tub from Imagine two weeks ago, and the experience with both has been wonderful to date. The sales experience was informative and good without any high pressure. The delivery was quick and highly professional, and the follow-up orientation was wonderful. I was especially impressed with the orientation since we live about 1.5 hours away from the company. At this point, I haven't needed any service, but from my experience, I certainly assume that they will be here for me. read more

The customer service we experienced before we had an issue was wonderful-THE BEST! We bought a hot tub and custom firepit from Imagine. We ran into issues with installation. The hot tub would not stay hot or heat properly. After months of being told it was "too cold" outside (in AZ) and other excuses, it was determined that the hot tub was not getting enough electricity to run properly. MONTHS later we learned that the electrician Imagine sent for the install was not licensed to install the type of box the hot tub needed to run and heat. In the end, they met us half way financially to get the issue resolved (we used our own electrician). I will never refer anyone here because of our experience. We were told, "you should be happy because we are not making any money after paying 1/2 to fix the issue". It was roughly $500 for them after we spent thousands of dollars in this store. Then, she tried to blame her own salesman saying, he should have told us we needed an extra box with this hot tub-he's not an electrician. He did an excellent job! Again, before we had issues everything was fantastic! The Jacuzzi hot tub is great now. read more

Imagine is an amazing company with incredible staff and products. You couldn't ask for better if what you're looking for is in their wheel house. We bought a wonderful Sunfire built in BBQ - do your homework and you'll find this proprietary brand offers everything a grill should have at an incredible price. We also bought a new hot tub and they referred us for our putting green. Everything was flawless, from the showroom shopping experience, to deliveries, installation, service. The staff- owner Dave, coordinator Nancy and John Bryan and Jon Amato - both in sales do everything right! I mean everything. You will love being their client and they will make sure you are happy. Because everything was so easy and seamless, we have been ecstatic with everything. And while BBQ's, hot tubs and putting greens are certainly luxury items and one is lucky to be able to afford them, they are not inexpensive items. You can't beat Imagine's pricing, products and service. If you are going to buy such items, Imagine is the best place to spend your money! read more

Phenomenal experience with them. Bought a 17' Hydro Pool Swim Spa. We worked with Nancy the Sales Manager, wonderful person and fun to work with, Sean the CFO and David the owner who helped us through the competitor and pricing process. They took a personal interest in our needs and desires. Sean and Nancy worked with our contractor who was building our backyard retreat around the swim spa. Sean came out to our house to supervise the delivery and subsequent follow up visits regarding the building of our backyard as it related to the logistics and installation of the swim spa. They answered all our questions and even got the manufacturer rep on the phone to answer more detailed questions about the unit. We felt like family and they truly appreciated our business. They were sincere and honest in their dealings. Seriously, we were blown away by how they treated us. Best buying experience ever. These are people that really treat customers like the Golden Rule. read more