Never buying a hot tub here again. On my second Sundance spa. The first one lasted over 20 years, which is great -- but when I called paradise valley spa for service (the only company that could service a Sundance Spa for that issue, they came out 3 times to fix the same issue and charged me each time. I ended up buying a new Sundance. Now less than two years later, still under warranty, I call them to come out for a "flow switch error" and they say it's fixed ... but it's not. They've come out twice and it's still not fixed. Now they won't return my calls!!! Their service department is unhelpful and your hands will be tied! Don't waste your money. Buy a HotSprings Spa or any other brand. read more

I bought a hot tub from Paradise Valley Spa a while back. They said they would store it for us until we were ready for it as we were under construction. Then we are told me, NOPE we will not store it. They dropped it off and we find out after the fact that they did not properly set it up to be properly stored. Because of this a crack(s) in the shell appears. They first tell us they will submit a claim for us. Then they say they won't and its our problem. They take ZERO responsibility for how they delivered the hot tub knowing it needed to be properly safeguarded until we are ready for the pad to be poured. Other issues have developed as well. Whatever the sales staff tells you is not accurate or true. Their word means nothing. My advice is to stay away from Paradise Valley Spa as all they care about it taking one's dollars vs taking care of the customer. Shame on them. This is not a place anyone should do business with. I reached to Jordan Cox to chat about this. Never a return call or message. Just a smoke screen on their part. Don't believe any response they may post here. read more

Paradise Valley Spas - This is one of the cracks in the hot tub - Hot Tub & Pool Near Me - San Rafael, California

Save yourself money and a lot of hassle and just buy from Costco. We purchased our hot tub locally, hoping it would come with better service. Instead, our hot tub had a part fail that was under warranty. It's been broken for seven weeks and we've had four appointments to get it fixed, but three were canceled on the day of service. Our hot tub is still not functional. We're not sure Paradise Valley is ever planning to fix it. We wish we'd saved the money and purchased a spa from Costco instead! read more

We received a damaged hot tub that needed repairs. An appointment was made that took a couple weeks. Bottom line: I had to take off work to the let repair men in for the repair. ( A four hour window. ) No one ever showed up. So now I'm without work money and a hot tub that still needs repairs. I am done with these companies that require a repair window. Come at said time or forget my business. This happens so often. Time is money. read more

NEVER again! First- they delivered my spa with a cracked pan all the way across the bottom and offered to simply duct tape it. I called Nordic and they said a firm NO. So, they did bring a new one. Then every time I had to drain and refill it would get an air lock. I complained for 3 LONG years!! It was so frustrating including very rude service both by phone (Elizabeth, awful) and repair men (one was extremely aggressive toward me). The last guy, Paul, said it was because my spa was not 100% level. BS. The space is level. They essentially told me there was nothing wrong and nothing to do, it was my problem. I FINALLY called Nordic and they confirmed-- this reasoning made no sense. They worked with Paradise directly to resolve the issue. A drain was installed. Finally, that works. But, it took 3 years of lies and deflections and contacting the manufacturer directly before anything was done. Super bad business. The worst. Negative 5 stars. read more

I had to wait over a month for a technician to come out and diagnose my hot tub problem. Now I am waiting another several weeks for the part to come in and then another several weeks for a technician to install. So is horrible service!!!! read more

Do NOT buy from this place! Here's why... We purchased a Paradise hot tub from them in March which they said would be available in May. May came and we didn't hear from them. When we finally got hold of them, they said that it wouldn't be available till September. I was pretty upset as I was sure they had simply sold our hot tub to someone else, but decided to wait anyway. September came and we didn't hear anything form them. When we finally got in touch, they said now it wouldn't be available till October. And again, when we talked in October, the arrival date is now January. Again, we paid for a hot tub and it won't appear for almost a year (if ever). If you are thinking of giving them any money or buying a tub, I'd go elsewhere. I'll update this review if (or when) anything changes, but so far their customer service is probably the worst I've ever experienced. read more

Jim W to the rescue! Our hot tub has been broken for nearly two months. Another service provider came here on 4 separate occasions and could never fix it. Jim was here for 10 minutes and diagnosed the problem and fixed it. I will 100% ONLY call this company going forward. Jim was on time, professional, competent and just an awesome human being. The company is lucky to have someone like him as he takes pride in his work and speaks very highly of the company. THANK YOU JIM!!! read more

The service with this company is not very good.. at all. Two no-shows after waiting for them all day for scheduled appointments, long wait times to get a hold of service every single time you call, and they don't call back, prompting more wait time when you have to keep calling back. Their "Wait time is less than 2 minutes" always ends up closer to 10 minutes or more. And their "We're experiencing high call volume than expected" leads to agreeing to having them call you back, which they don't 4 out of 5 times. Tips: don't opt into having them call you back when you're on hold, make sure they follow-up with an email with anything they agreed to (because things will get lost in their note taking system), and don't count on them showing up on the day of your appointment. Very unorganized and frustrating company with poor service (but with nice people). read more

Update - they think the pump on our brand new hot tub is broken. We won't actually know for sure if that's the problem until a month from now when the new pump gets delivered and they try to install it... the saga continues. When we talked to Scott as the hot tub was getting close to delivery, we were told it first makes a stop at a warehouse where they perform quality assurance before delivery. Seems that step was skipped over when it came to checking our hot tub for basic functionality... My advice? Avoid Paradise Valley Spas read more

We are still waiting on the spa we ordered in December. Though we understand COVID and weather manufacturing delays, the customer service has been pretty poor. They haven't been proactive or responsive. I thought it would be worth the premium to have good service but now I just wish I had ordered from Costco or wholesale. read more

Beware of undisclosed install costs ($1605)! I replaced my old Sundance spa with a new one, and brought in my old model detail so they could help me get the right match for my space. However upon install, the installers said the electrical didn't match up, and I would be delayed until a special electrician could come out, but they would work on it asap. A week later they hooked me up with an electrician, but now the installers said it would be three more weeks before they could come back out (so much for helping me asap). It took a month. The electrician then charged me $1605. I didn't budget for this. The cost of the spa install was in their invoice, and included a site visit and I showed photos of everything before I bought it so I disclosed everything. Sundance did not own up to a different electrical configuration that would be a cost to me. If customers don't know what the actual cost may be for your spa, how can we know how to budget? Sundance has a choice to stand by the cost that I was quoted - which included installation, or to keep the full profit -- guess which one they did? read more

They did a great job supplying and delivering our tub and we are thrilled with it! It was one of our pandemic purchases, and now one of our favorite features of the house. Thanks Paradise Spas Team! read more

Paradise Valley Spas - Hot Tub & Pool Near Me - San Rafael, California

Josh just came for a service call on our hot tub. He went above and beyond the call of duty, repaired the rub and answered every single for question, and I'm good at questions. Thanks so much Josh! Such a breath of fresh air to meet such a personable person so eager to help. read more

Spa purchased from them is great. However getting repairs has always involved a wait for technician to come out and frequently long delays in getting parts. My last "episode" involved a long delay to get a technician out to my house and then, after a month, it appears they lost his "order" for a replacement part. When I called, to find out why I'd not heard from "them" they acted like the "drill" if waiting a month and initiating a "follow-up" call (and not getting the technician's order of the replacement part) was just normal and did not acknowledge the screw-up. I'll certainly get clearer about the "process" of getting repairs and parts from my next hot-tub merchant which is not likely to be Paradise Valley Spas. It will be two months from my call for service. Not what I purchased a hot tub for. read more

These guys have been great Scott in sales always a pleasure to deal with even though I bought my tub 15 years ago and he was not the sales person at that time he is always super helpful when I need parts or supplies! Josh recently serviced my 15+ year old Alta Mar he did an excellent job and was super pleasant, knowledgeable, and gave me great tips on maintaining my tub. The employees make the company and from the service call answered by a lovely woman whose name escapes me she and the rest of the team pride themselves on excellence and deliver it in spades! read more

If you depend on this company to service your hot tub you are going to be livid. First, don't expect them to get back to you just because they say they will. They wont. If they visit and tell you they will send an estimate it isn't going to happen, you have to call repeatedly to get it, and only then can you schedule another visit to do the repairs which will be weeks later at the soonest. Once you are calendared they tell you to hold 9am-5pm for the visit, basically killing your day. They say they will reach out 48 hours ahead of time to give you a narrower visit window. They wont. I have had at least 4 visits this year and not once did anyone reach out. On the last visit the guy didn't show up by noon so I called and was told the appointment had been cancelled on their end because they fired the guy....but no one bothered to tell me the appointment had been cancelled. Thanks for wasting my time. Think twice about buying this brand of hot tub because this is what your life looks like once it starts breaking (whether it is still under warranty or not doesn't matter, the service is abysmal). read more

This was my first time working with Paradise Valley Spas and it was great. I called and wasn't able to get through right away but I was able to leave a voicemail and they got back really quickly. The rep I spoke to was nice, but did warn me it may take a couple weeks to get a technician out. She checked the books and was able to get someone out much more quickly than that, which was a relief because the spa stopped pumping and I was worried I'd have to drain and refill. The technician, Jose, called me the morning of my appointment to provide a time he'd arrive. He showed up on time, was polite and walked me through the issue I was having. He fixed the issue pretty quickly and checked all other systems to make sure they were in good condition. I really appreciate the level of service considering I know nothing of owning a spa (was installed in our new house when we bought it). read more

Fantastic company and even better customer service -- highest recommendation and will use them in the future

This review is for Sean and Lele from the delivery crew. They were great! Very knowledgeable and professional. They knew what they were doing and were able to answer all our questions. They went the extra mile in placing and re-placing the tub where we wanted it and stayed until we felt comfortable with the whole system. Ask for these guys to deliver your tub! read more

Things went fine during the sales process. They were fine and easy enough to work with. As expected, for when they still want your money. But we've had problems trying to figure some things out after the purchase and they have been basically useless. Just buy eyes wide open knowing you'll be on your own 100% once the check clears. Good luck. read more

Nick Adams came over to replace a thermostat that was very inaccurate. He worked quickly and told me that Sundance was having a problem with their thermostat's accuracy and they re-designed them. The replacement went smoothly and Nick was prompt, courteous and efficient. Highly recommended. read more

You are kidding right? I have owned a Tacoma for 7 years now. 3 weeks ago the main pump failed. 10 days ago I finally got a technician (Jose) out. He decided that yes the pump was dead and also the ozone generator. Both need to be replaced. Now I am waiting for an estimate to have this work done. Supposedly serial numbers for these parts can't be found. I am not receiving any support let alone good or poor support. I (you) replaced both these items 18 months ago. I leave multiple messages. Finally someone called back. She told me support department and repair department over whelmed and understaffed. Is that supposed to be my problem? Repair had the nerve to place a $250 hold on my credit card! For what? Service? Right now I think Paradise Valley is a scam. Kindly pass this on to your boss. I will pass it on to Yelp. read more

Josh was incredibly helpful and informative while replacing a part in my hot tub. Thanks Josh!

Love the information they gave me as I made my spa decision, all the support they have provided throughout, always professional, always on time, always being pro-active to make your experience with them seamless and easy. I would not buy a tub anywhere else. The tub we got is The Bullfrog Stil5 -- and we could not be happier. Great experience. read more

Mario has been servicing our spa for the past 7 years now. He is easy to work with, knowledgeable, and professional. He always explains things thoroughly as well, which is much appreciated. read more

Josh the tech did a great job. Easy peasy. Thanks for the quick service. For some reason Yelp requires more words to post as a review so typing more here. read more

We were having some electrical issues with our Spa lights. Mario came out a few weeks ago. He found the problem (a leak in the waterfall). He fixed the leak, put in a couple new parts and got everything working again. We decided to order parts for the light and Mario came back this week to install that and leak-proof the waterfall. He called in the mornings of the appointments to let me know when he was arriving. Very efficient and thorough. He gave me a few maintenance pointers that have been helpful. Mario does a great job. prices are reasonable because there isn't any up-sell. read more

We had our spa delivered this morning. They were communicative, on time, careful, thorough and very friendly. They also had to get it safely up a steep driveway and a steep and slippery sideyard. I highly recommend! Tony, Miah, Victor, Pedro, Alex P. and Yayo! Thanks again! read more

I've been impressed with the service this organization provides. They are responsive and pleasant to deal with. I am enjoying our spa and am grateful that these folks are helping to make that possible. read more

We have purchased 3 spas over many years from Paradise and have been really happy. Mario was just here fixing an issue as a result of our well water. He wore a mask and is really helpful and knowledgeable. read more

We had our new spa delivered earlier this week. This was our first experience with Sundance and didnt know much about the maintenance. Dan came out to check on an issue we were having (user error) and proceeded to spend an additional 30 minutes giving us a full demo and shared maintenance tips and tricks. He showed up wearing a mask and was great about maintaining social distance. Thanks Dan! read more

The issue is the experience dealing with Paradise Valley Spas who is the dealer. I would strongly suggest taking your business to another dealer. The manufacturer, Sundance Spas is not the issue. The salesperson left out lots of details that would have been helpful. we had a similarly disappointing experience upon installation. The team at Paradise Valley also didn't include certain features of the hot tub to the manufacture, so when we received the hot tub the feature were missing. During installation, the crew damaged the tile and didn't tell us about. It was only after I noticed that they had covered up the damage to the tile that I was able to get this issue addressed. Overall a very disappointing experience working with Paradise Valley Spas. Take your business somewhere else. read more

I had a good experience buying a Bullfrog spa at this store in San Rafael. The sales person, Daniel Lithgow, was very knowledgeable and answered all my questions as well as providing some helpful suggestions. No hard sales pressure. The R7 Bullfrog spa is great. Nice quiet circulating pump to do the heating and filtering as well as plenty of power when I turn on the jet pumps. I am in it every night. Delivery of the spa was a couple of weeks late but with all the supply problems around I felt that was reasonable. read more

Dan Belcher came out in a timely and friendly manner and totally demonstrated his obvious expertise. He really simplified the approach to spa maintenance. I am VERY appreciative. Russell Reiff Mill Valley read more

Customer service was totally lacking after they got my deposit. I was not notified of a 30 plus day delay. After I found out about the delay no one would return my phone call. The sales associate that helped me Randy has been notified by his manager and customer service to return my calls and he will not call me back. His manager gave me the excuse that he is young. I get that covid caused delays but the common courtesy of a phone call so that i might properly manage construction is the least they could do. No one will take responsibility or call me back. They have 8000 $$ of our money. I suggest shopping somewhere where they might value customer service. One of the major reasons I chose a bullfrog spa was because of the promised delivery time. After they dropped the ball I was informed that delivery date was an estimate. That was not explained during the purchase. I would not recommend shopping here. read more

Customer service was only good when I walked in to purchase the spa, after that it was non existent. Not only did they continuously delayed (by months at the time) the delivery once the new date came along but they never even bothered call me to let me know (or return my calls for that matter). I walked in to buy a specific brand but they told me that if I bought a Bullfrog I would receive it much sooner, so I followed their advice. I am months past the time when I was supposed to receive it and they don't answer calls nor give answers when I go in person other than give me a new date two months out. Btw, I purchased it when we were many months into COVID so this didn't come as a surprise. So disappointed with their customer service. read more

Justin Hawbaker came out to do repair work on my Sundance 780 spa, replacing the thermostadt (was giving inaccurate readings) and the UV bulb. He was great. Very knowledgeable, helpful and efficient. Thx. read more

So disappointed in the service. We knew hot tubs were delayed so worked with Paradise and were talked into purchasing a more expensive Bullfrog model because the store promised it would definitely be here by the end of May for our kids to use to celebrate the end of school and use for the summer. The week before the first delivery date, we called as they hadn't reached out to us. We were told the hot tub was delayed a month. This week, we reached out again to confirm our delivery next week. Now it is delayed two more months. I am disappointed at their lack of communication and the bait and switch on delivery dates. This was to be the big fun thing for summer. Our current delivery date is end of July. I'll update as things evolve. read more

After-sale service A+. The whole operation is easy to deal with, but a special A+ to MARIO. He is great - Mario really knows his stuff well, he has services us multiple times and is always efficient. I was extra grateful that they send him around with enough parts they small things under warranty can be fixed immediately without a second visit. I expect warranty service for a big item with moving parts and a generous multi-year warranty like Sundance. It's "going to happen". They key is that they stand by the product and take care of it efficiently, valuing my own time. Mario is especially great. read more