Mountain Mist Spa & Sauna

Clayton has been a pleasure to work with. To tell the truth I stopped by the Loveland store just to take a look at a barrel sauna and by the time I left I had decided if I were to purchase one it would be from him. Couple days later I brought my wife to look at it and we purchased the sauna. For us this is no small trip, we live in Bailey but Clayton was not only engaging, knew his product, but more than anything delivered on everything I asked for. A+ employee for your company. Post sale he has been great also. Had some issues with stove pipes being bent and Clayton was so helpful making things right. Sauna is great also.

Tyler and his team were outstanding! They provided exceptional service and helped me resolve issues with another hot tub business that failed to deliver my hot tub even six months after purchase. Mountain Mist in Longmont is not affiliated with Mountain Mist in Fort Collins!

I purchased a new hot tub from Mountain Mist. It was delivered and installed as promised. For the first 2 months after it was delivered I could not get the water to stay clean. I replaced the water 4 times during those 2 months and used A LOT of chemicals. I was sure I am doing something wrong, but as I managed to keep my 20 year old hot tub for 8 years prior clean, at some point I decided to contact Mountain Mist for help. Mike, the supervisor, came out and after a quick check, he determined that the hot tub came without the Ozone! He mentioned that they always order hot tubs with Ozone, so clearly it was on the manufacture and he will check with them why this has happened. He ordered an Ozone to be installed. After 4 weeks, I called, as I have not heard back. I was told it should be here the next day and they can come out to install the following week. To this point, we had the hot tub for 3 months and have used it twice because the water was never clean. The Ozone was installed the hot tub/pipes were cleaned and the water was changed again. As a compensation, I managed to negotiate with them to at least provide some free chemicals for all the trouble and expenses. The hot tub/pipes were now cleaned twice by Mountain Mist. I was hopeful this is going to solve the problem, but unfortunately, the build up of dirt/gunk in the pipes was too much for the hot tub/pipe cleaner to clear everything. A week after the Ozone was installed and the water was changed, the water was again cloudy, smelly and there was a film of dirt on the edges of the tub. I called and this time demanded to speak with the owner, Tyler. He knew of the situation and keep saying that it is a water issue and not a hot tub issue!?!? What?? He also kept praising himself for coming out and "fixing" the problem without charging me, as if it was my fault. You came out and tried to fix the problem because it was your fault! He kept saying that if I want to fix the water issue, they can come out to check it, but that there is nothing wrong with the hot tub. What a joke!
I contacted my attorney as I felt the issue is not solved and now the owner is blaming the water over the issue with the hot tub that resulted in buildup of scum and dirt in the pipes. Unfortunately, I learned that such a lawsuit can have a significant lawyer expenses that it is almost not worth going down that path. Instead, I cleaned the pipes multiple times with different products I purchased myself from Amazon and different spa/hot tub place. After 6 months of issues, I finally can say that the hot tub is clean and I am able to keep the water clean, so it is safe for my kids and family to use it.
I would recommend to stay away from Mountain Mist. They do not stand behind their product and their responsibilities to deliver a safe product, especially the owner, Tyler.

Response to the owner response: None of the facts I listed are not truthful. They are exactly describing the events. Firm voice does not imply cursing or being disrespectful. After all, the call with Tyler was 3 months after purchasing the hot tub and needing to explain my kids every day why they cannot use it.... When speaking with Tyler, he kept repeating "this is not a hot tub issue, but a water issue, and we have done everything we can to fix it". Needless to say the water issue was caused by the hot tub issue (missing Ozone), and no, you did not offer any additional solution. You said and I quote "we fixed the issue and it is not our responsibility anymore. If you want me to try to fix the water issue, I can send a technician out, but we will have to charge for that service". Is this a lie as well?!

In 2020 I purchased a hot tub from Mountain Mist. The customer service was great during the sales process, but in my opinion it's nonexistent now.

In my opinion it's all empty promises and ignoring issues. Shortly after the delivery they promised that they would come back and properly screw in a panel (after I removed it to try to find an owners manual) and they also promised they would order me a new owners manual. They never showed up to help me with the panel and I was never given a new owners manual.

However, there's more. Instead of going with a typical rack for the cover, I went with a low profile set of pivoting racks. The issue with this is the panel for the hot tub is flimsy plastic that is extremely thin. If a rack is screwed into it, the panel can't hold much weight. In fact within a few weeks of getting the hot tub, the weight of the cover caused the plastic panel to shatter in pieces. In my opinion they should have never installed that rack into the side panel.

As a temporary measure, I used brown caulk to glue the panel back together. I asked Mountain Mist if they could replace the panel for free as I don't believe they should have screwed the rack into the panel. I've sent them 3 emails since September and can't get an answer from them. I'm a reasonable person and all I want is an answer. If they would respond and tell me that they won't do it for free, but will install it for a certain price, that would have been fine. All I want is an answer to my question. However, they seem to be ignoring me.

If Mountain Mist replies to this, please let me know where I can get warranty work done (as opposed to going through you) if I have any warranty issues in the future. For example if you could give me the manufacturers contact information that would be great. I can't figure this out from the manufacturer as there doesn't seem to be any contact information on the Vita Spa web site. Thanks.