What a GREAT company and experience. I bought a new home last summer that had an inground pool but needed a new pool liner. I called all the local pool companies to get a quote. Palace Aids did everything they said they would and more. I can't say that about the other companies. The decision to hire Palace Aids turned out great. The owner showed up every day during the work and made sure the work was done perfectly. The liner fit like a glove. Not one wrinkle.You could tell that he really cared about the quality. Mark even took the time to explain to us how to use and maintain the pool at no extra charge eventhough it was a Friday night. During the Summer, we brought samples of our pool water to the store and Mary, the store manager, took her time to explain how to do everything, Our family enjoyed the pool all summer thanks to them. When it got cold, our friends kept telling us about Pellet Stoves. My neighbor and my boss both recommended we check out the Quadrafire pellet stoves at Palace Aids. We shopped around and decided again to buy at Palace Aids. Again Mary answered all of our questiions and really taught us how the pellet stoves worked. We bought the Castile freestanding pellet stove and we couldn't be happier. It heats our home perfectly and the oil burner never kicks on. Exactly what we had hoped for. We figure that it already has paid for itself within one year. It's really Unbelievable. My boss was right. The staff and employees couldn't be nicer and friendlier, they know us by name when we walk in and they make us feel comfortable when we have a question. We're actually considering putting another pellet stove upstairs and our first stop will be them. read more

Customer service is as good as it gets. In a day and age where contractors don't call back and don't show up, Mark and Mary from Palace Aids are a breath of fresh air. I'd been having problems with the convection blower on my Quadra Fire pellet stove insert. The blower was going on and off all day and all night. I made one phone call to Palace Aids and Mark showed up at my door that day. He replaced one of the snap disks to see if the existing one was defective. When it was determined that this wasn't the problem, Mark came back and moved the snap disk from the side of the stove to the cover of the exhaust blower. This eliminated the problem with the blower going on and off. While Mark was at the house he determined that the vibration coming from the convection blower when it started was unacceptable and he was going to replace it. I was under the impression from reading the manual that the vibration at start up was normal and I just accepted it. A couple days later Mark was back at the house with the new blower. My stove is now performing at peak level. To make experience even better, everything was covered by the 2 year warranty. This is by far the best customer service experience I've had in my life. My advice to anyone looking for a stove or spa, this is the first and only place you need to look. Mark and Mary, Thank you very much, Tim Maloney read more

We always find it easy to complain about all the negative and seldom take time out to share the positive! So today I would like to just say we have worked with a lot of pool stores and not 1 has had the customer service and know how like this. Mary is exceptional!!!! She is as honest as they come- only selling you what you need at that given moment. Very reasonable and whenever we have had problems with our pool (even though they aren't the ones who installed) they have ALWAYS walked us Through it over the phone . We have referred many of our friends here as you can't beat the service!!! So we are ready to leave on vacation last week - problems with old sand filter - cloudy water in our pool - Mark will be replacing with a new filter and when he found out I had to have 7 stitches in my hand the day we left for Vacation said he would vacuum and take care of our pool as if it were his! So when our family arrives home Friday for the 4Th of July we will have a new filter and a beautiful pool to swim in! They have a passion for what they do and it shows! I would highly recommend for your pool needs and they have so much more to offer from hot tubs to fireplaces-ect! Stop in and meet Mary you will NOT be disappointed !!! read more

I've been using a woodstove for 30 years and found myself in need of an upgrade. Mary was extremely helpful in narrowing down the choices concerning our heating needs, size of rooms, size of firebox, etc. We settled for a Quadrafire fireplace insert, and it has exceeded our expectations. The great Northeast has been mild this fall, but turned cold with a vengeance these past few days. Our house has been 80 degrees despite freezing temperatures and snow - in November! In addition, I returned with questions concerning the operation of the stove Not only did the staff give me useful information, but did further research and contacted me at home with additional helpful tips. You are not going to get this kind of service ordering online or going to a big-box store. By the way, I mentioned that I have been burning wood for almost 30 years. My first stove was also purchased from Palace Aides! read more

I bought a pellet stove from Palace Aids in December 2011 and not only was buying a pellet stove one of the best decisions I made, buying it from Palace Aids was an even better decision. The staff at the store were knowledgeable, friendly and not at all pushy. They are easy to work with and went out of there way to make this big a purchase easy and comfortable. The one minor problem we had was a problem with the wires on the themostat over the Christmas Holiday and the owner of Palace Aids came to our home and fixed the problem even though it was on a holiday and then gave us his cell phone number to call if we had anymore problems before the store re-opened after the holiday. That is a whole new level of customer service. IO can't say enough good things about my experience with Palace Aids and I would highly recommend them to anyone. read more

Stopped in to get some information on a pellet insert on a sunday morning.Talked with Mark.He went out of his way to come to my home to measure.The deal he gave me we could not refuse so we bought it.He said it would be in wednesday it was to come pick it up.He called and said are you going to be home I'm"m dropping the stove off.He went out of his way to unload the stove into my garage.No charge! The stove is great.Anytime you stop in the store Mark and Mary are so helpful.They both call you by name.We have Marks cell number for any questions.I have told several people to stop up and talk to them.This is a bussniess that goes out of their way to make sure you know the product and you are completley happy. I highly recommend stopping by and looking in the showroom read more

I have bought 2 spas from Palace Aids 1for Home and 1 for a client they are both the best. I use mine at least every day unless it is raining or snowing to hard. I have had minor trouble with mine but the problem was fixed right away by Mark. Mary, the sales lady at Place Aids is the best. Her knowledge of the products they have, either stove or pools and spas is second to none. She has helped me more then one time to get my water in balance or trouble shoot a problem, which is usually a user fault. I have also bought a gas insert and that has work like a charm and helped to keep the house warm this chilly winter. I am know getting ready to get a pellet stove for a client and for sure it will be from Palace Aids of Torrington, CT read more

What a great experience in buying our spa! From the first time I called to initially inquire, thru to delivery. Mary literally knows everything about spas. She took her time explaining necessary details, but she also listened to us to understand our needs & wants. She was very helpful even in telling us the things we really didn't need & shouldn't waste our money on. Making the decision on what to buy was relatively easy thanks to Mary! We felt really good about buying our spa there as Mary was so honest & helpful! The delivery was on time and went smoothly. Mark even allowed me to take my time when deciding the spa location. Mark even offered that we should feel free to call anytime with questions. read more

Palace Aides is a 5 star establishment. Bought my Castile Pellet Insert and have been nothing but impressed with the stove and the customer service. The owner, Mark, takes a personal interest in every customer. He gave me his personal cell phone # and talked me through unclogging my stove (multiple times, toys, crayons, and Christmas cards from my kids), all the while offering to come and fix it himself at a moments notice. I have gone from using about 150 gallons of fuel per month to only having used 38 since September. Great place for all of your spa and heating needs!!!!! read more

Palace Aids is a fantastic place! They worked with me for months while I paid off my stove little by little (single l here) and then on TWO very short term notices, Mark came out to my house to educate me on what I needed to do and made sure I was comfortable with the information given and that I knew every part of my new stove. He even walked my trash out to the bins for me. Now if THAT isn't great customer service, I don't know what is. I am so glad we purchased from them, I am very confident in knowing that they'll be there for me if I need help with my stove! read more

Bought our pellet insert here some years back, good experience. More importantly, when it does need minor service, they answer their phone or return the call promptly. We usually talk to Mark who really knows how to build customer loyalty. He normally can diagnose the problem over the phone and is more then happy to take the time and explain how to fix it ourselves which is usually a gasket or auger adjustment kinda thing to save the service charge! They are more worried about making you happy then anything else. Great local company and highly recommended. read more

So impressed with the immediate attention Palace Aids showed us. It was during below freezing temps when our pellet stove failed. Even though they were very busy, they constantly kept in touch with us and made every effort to show up that same day. Also, special thanks to Mark, the technician who serviced our stove. He was very knowledgeable, friendly and helpful, easing our stress and concern. We would highly recommend Palace Aids and their wonderful staff. The MacFarlands, Terryville read more

After owning a Palace Aids wood-burning stove for 30 years, we purchased a Caldera Spa from them last year. We shopped around at other spa providers, and found Mark and Mary to be the most knowledgeable and customer-centric of all those we researched. And once you make the purchase, they are always available for questions and recommendations - they don't disappear. In fact, you become part if their Palace Aids family And the spa? We live in 12 months a year. Love it! read more

We bought our stove here years ago and Mark and the staff continue to be professional, helpful and always go above and beyond for us. We have tried other pellets and they were inferior to say the least. We will only buy our pellets here. They burn hot and clean. Whenever our stove needs to be serviced or needs a new part, they are prompt in getting back to us and very willing to make a hourecall. Love our pellet stove and the Palace Aid store and staff! read more

The tech from Palace Aids came to my house and got my pellet stove running like brand new. I wish I had bought it from them. After the cleaning was done he spent 45 minutes giving me training on the unit and how to maintain it properly. We bought the Quadra - fire at a different store and received no training. If I did get the proper training as I should have it would of saved me a bunch of headaches. Joe read more

We purchased a pellet stove from Palace Aids several years ago. They have always delivered on any servicing that was needed over the years. Their staff is knowledgeable and incredibly attentive. I would recommend this business to anyone out there that is looking for a pellet stove. You will not be disappointed. From purchase to servicing. This company is tops! read more

bought my first pellet stove 10 years ago from PalaceAids- great people, great stoves, great knowledge about the products offered, and great service. stove still working well but i wanted a larger one and back i went to Palace Aids- people,stoves,knowledge,service all still the best! my home is warm and i am happy- no need to waste time looking elsewhere! read more

Mark and Mary are the people to see for all your pool,spa or stove needs. They are honest and friendly and will make sure you are satisfied. I purchased a new liner for my pool and Mark treated the installation as if it were his own. The attention to detail was fantastic. I HIGHLY RECOMMEND Palace Aids for their quality products and service read more

pulled in the driveway about 2:30 on a Sunday afternoon and there was a truck in the lot getting ready to leave. When I got out he asked what I needed. I told him i needed to close the pool. He got out and opened the store and set me up with everything I need and nothing more. Highly recommend it. Dana B. Willey read more