Paradise Valley Spas Corporate Office - Burlingame, California

S H

While Jack, in sales, was nice and communicated well everything else associated with this company has been truly the worst in customer service. I would absolutely NOT recommend purchasing from them!
We have worked with several Bullfrog dealers in other locations and have always found them excellent with sales, install, and most importantly, service. This company fails abysmally not just in service but basic communication.
Our swim spa was installed Dec 5th. It arrived full of rain water, was missing several key components, and we were given no instructions nor training on its function. Once it was set in place we were literally on our own for getting it set up, filled, and operational. They had forgotten the cover lifters and it took several weeks and two tries for those to arrive and be installed properly.
Management did address our frustrations initially which we appreciated but unfortunately things have not changed.
It’s taken almost two months for anyone to call or email us back about getting steps! Not to mention we still don’t have accessories we purchased months ago.
Last month the touch control pad failed so we have lost much functionality on our brand new spa. Took a couple weeks to even get someone to look at it and while we were assured the part would be ordered priority our repair appointment passed without a word. It took three phone calls and two emails on my part to discover the part is back ordered. The issue is still unresolved.
We do understand supply chains are still disrupted and try to be understanding consumers. However there is nothing like purchasing an expensive product and getting terrible customer service to sour you on the experience.
Unfortunately Paradise Valley Spas has a monopoly on the Bay Area so if you want a dealer who will have competitive pricing. respond promptly, or at all, we recommend looking outside of the area.

Ricardo Almeida

I purchased a Sundance Bristol spa from paradise Valley spas and had a great experience. This was during the pandemic when I was trying to minimize contact with others and spa stocks were extremely low. I sent an email and Shari reached out. She took me through a variety of different brands and units over the phone while I followed along on my own laptop in the respective manufacturers websites. When I decided on which one I'd like to buy, we closed the deal with a refundable down payment. Soon after I was contacted by the customer service team and after sorting out the delivery details it was time to wait. The one thing that could have gone better was being more proactive regarding expectation management and updates. I did have to reach out a few times for updates as the date neared, it would have been nice to have had the proactive updates from the customer service team. The delivery was challenging because my gate width was just enough to fit the unit with little to spare, but after a lot of effort from the delivery team the unit was delivered successfully. I followed up once with Shari for advice on lower maintenance chlorine systems and she promptly engaged, which I really appreciated. The overall experience was great and I'm really enjoying the spa every single day. Thank you Shari!

Cathi Clay

Lovely experience with our sales rep in 2021, subsequently terrible customer service for defects and recalls.
Our spa began rusting on the handles shortly after purchase (no, not caused by improper ph). We have waited nearly two years for warranty replacement. We finally have tech onsite to replace rusty handles, thermostat (recall) and a defective piece on the waterfall that is peeling apart. This appointment has been scheduled, cancelled and rescheduled by Paradise repeatedly in 2023. Today the tech shows up without the parts indicating he had no knowledge of what was to be replaced and will have to see if they can be ordered and delivered and he'll come back yet another day. Not his fault...but seriously poor customer service.

Valerie Hromatka

We waited over a year for delivery and paid top dollar for our hot tub. The tub has a major design flaw and we have mice getting up inside the cabinet and chewing wires, causing lights to go out and tub to leak. How is something that is designed to be outside so flawed? Would give 0 stars if I could.

Edit to add 9/19/23: we reported the leak in May and have had a crew come out and put the tub on blocks, then another crew member came out and hopefully fixed the leak where the mice chewed through. The bottom of the hot tub has been left open for weeks, which leaves it open to more rodents. We put steel wool and screwed the cabinets down but we can’t get the tub off the blocks till they repair the bottom and they responded today they have to go to Home Depot for parts! See pics.

Sheila O'Fayhe

Kumi was super responsive and did everything she promised. The ship date is still aways away but if that end of the transaction is as good as the first part, then Paradise will stay in A plus status. I'm in sales as a landscape designer/installer and its the biggest complaint new customers tell me they need from contractors. Kumi fits the bill of highly responsive ! I got a follow up thank you and a follow up on electrical spec sheet i need for my outlet and also a send off email from the dispatch team asking for pictures and advising of width sizes of my gate for a smooth painless installation.

Bravo !

Side note: Dean was very helpful too. ( manager at San Mateo location) .

Brad Lewis

Great purchasing experience working with Kumi (remotely) and Steve at the Concord location. They took their time to find out our goals and offer solutions and made sure any possible questions were answered. Never felt any pressure. I also appreciate that they are proactive with their procurement strategy helping to reduce lead time. We don’t have the hot tub yet, but the purchasing experience has been great.

Doug Bilse

Can't wait for the new hot tub to arrive! Had a fantastic experience with Kumi making decisions on-line. She was excellent at explaining options and we are very excited about our choice to go with a Jacuzzi J-385. Great customer service and no high pressure sales tactics. Highly recommend Paradise Valley Spas and working with Kumi.

William Choi

Kumi was very helpful in helping me find the right spa for my family, including walking me through various options. The transaction was smooth. Although there were some delays (to be expected these days), we ultimately received the spa. The delivery team was professional and did a nice job.