The complaint has been investigated and
resolved to the customer's satisfaction
Spa Brokers - Denver, ColoradoExtremely unhappy with the entire experience

2850 N. Walden Street
Aurora, Colorado 80011

Mr. Don Chandler,

This is your promise from your webpage:
Our Promise
At Spa Brokers our promise is simple.

We guarantee your experience with us will be pleasurable, open, honest, and most importantly, satisfying. We make this 100% guarantee to every customer. Since 1985, we have grown, and now have more locations than any other spa company. This success has come from earning the trust of customers like you.

Our slogan is, "We Make It Easy", and that means your experience with us will be hassle-free. Because Spa Brokers has been family-owned and operated for over 20 years, we care about every customer. We pride ourselves on delivering unparalleled customer service, before and after the sale.

Quite a bold statement, and our experience truly started out that way. Until installation day. Jake told me that a thru-the-wall venting system would be the best way to go. I was told it would be clean and unobtrusive. He said it would be small and it would be directly below the roof line and that we could paint the vent the same color as the brick and no one would know it was there. I believed him because I am not the expert. I don’t have 21 years of experience in the Denver area selling and installing fireplaces. How were we to know it would look ugly. The vent was between 9 and 12 inches square – which is not small. It was not directly below the roof line – apparently after he told me this he read the installation requirements and discovered that code required it to be much lower. And later we discover that the vent will be very hot so if we did attempt to paint it the paint would burn off (is that safe?) and the vent would be back to bright shiny aluminum on a red brick wall.
Of course after this was complete we discovered that Jake had previously discussed the project with our HOA president Ernie Howell and received instructions on what was to be done. The instructions did not include going out the wall they did include going through the current chimney.

So, now we have to try to get this resolved. In the mean time I have a hole in my living room wall until we can get Jake scheduled again to move the venting through the chimney. During all this I have to schedule a contractor to do the drywall work as well because Spa-Brokers does not do any of this. Do you know how difficult it is to schedule two sets of people together? Not easy, not hassle free! You’re slogan “we make it easy” is indeed a joke!
Needless to say we rescheduled about 7 weeks later. On top of this you have the gall to charge us about $483.00 in parts and labor for this second job. On top of all that, during the installation I am asking questions about the operation of the fireplace, because I guess Spa-Brokers service team does not instruct home owners on the operation of the unit. Adrian tells me that we will need an outlet so the fan will plug in for operation. We have the contractor install an outlet at the same time he is finally able to drywall and close up the hole we’ve had in our wall for so long. So, I ask myself, how does it wire up. After spending the morning talking with Chris Suchey and Herb Thomas I finally get a call from Terry from the service team who tells me we do not need an outlet and the fireplace hard wires into our 110v house wiring. Gee, could have used that information about 24 hours ago now that the fireplace is all walled in. Who will pay for the installation of an outlet the contractor put in? Who will pay for the contractor ripping out a section of wall to hard wire the fireplace for operation and who will pay for the time off work my wife has had to take?
Now, there is also the matter of the HOA needing to hire a mason to figure out how to match 10 year old brick that was broken out to place the out the wall vent and then do the work to replace it.

Needless to say, our experience with Spa Brokers has not at all been pleasurable, open, honest, and most importantly satisfying! Our experience has been extremely far from hassle free and the sad part is it seems that nobody cares! Your team of experts are so busy pointing the finger somewhere else that getting any answers is like pulling teeth. Is this your definition of unparalleled customer service before and after the sale? Is this the definition of how you care about every customer? We have yet to receive a call explaining Spa-Brokers side of all this, much less an apology for the mix ups and set backs or if anything has been taken care of. Nobody has even called to ask how we are doing. Great customer care!

We are extremely unhappy with the entire experience and will never use nor recommend Spa-Brokers to anyone!

After failed attempts to get the company to respond to take responsibility for the actions which we are still waiting for, we have decided to take other action.

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