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Complaint Details
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Initial Complaint
13/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On May 20, 2023, we attended World of Spa's (Edmonton) with the intent of purchasing a hot tub. We spoke to the sales rep (*****) and provided him photographs of an old hot tub we were seeking to replace. We asked if the old hot tub could be removed from our deck, and a new hot tub installed. ***** assured us this wouldn't be an issue and explained how the old tub would be removed, and the new hot tub installed. We agreed upon a hot tub, and provided a $5000.00 deposit. Upon providing the deposit we were issued a pamphlet on the requirements for installation. On June 7, 2023, the delivery crew attended and advised they were not aware the old hot tub was being removed, and further were not prepared to complete this. The crew asked if the hot tub could be unloaded and installation provided at a separate date. As the requirement would be to pay the remaining balance prior to unloading without a new scheduled date for installation, or any further details from ***** we opted not to have the hot tub unloaded. While trying to reschedule the delivery ***** advised that the joists which maintain our decks structural integrity would need to be removed. A contractor was consulted who advised this would drastically affect the deck. Further in conversation with ***** the question was asked if it was a bad idea to install a hot tub in a deck to which he stated yes it is, and recommended building a second deck beside our current to facilitate the install. ***** also now stated that if maintenance or warranty work was required the hot tub would have to be removed at our cost. At NO time were any of these concerns raised by ***** while reviewing photographs of our currently installed hot tub. Prior to providing the deposit ***** stated the removal and install would not be a problem and the hot tub could simply be "air bagged" out. We attempted to follow up with the owner however he has yet to provide us a remedy. Based on their non-disclosure of foreseen issues we want our refund.Initial Complaint
01/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased our hot tub a year ago. Put a deposit down, we had to use their electrician to come and see if we’d have room on our board. It was a brand new house we hadn’t even moved into yet. Electrician said we don’t have room, called to get our deposit back and they refused, said it was non refundable. They offered us a 110V hot tub instead, said it would work just the same. Got the hot tub finally delivered and hooked up in August. The hot tub barely has any pressure. We have been calling every week now for over a year. They were supposed to be finding a solution for us from the manufacturer but everyone keeps giving us the run around. We spent $17,000 on this hot tub for it to not work. We have indicated we want a second pump added if possible or we want to return the hot tub and get refunded our full purchase. We shouldn’t have to wait over a year for a solution. Every time we have a tech come out for a service call they also don’t show up.Initial Complaint
10/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased a brand new hottub from World Of Spas in Edmonton for $16,000 in July. It was delivered September 2nd. We noticed the tub was leaking within a couple of days after filling the tub. We called the company where they arrived a week later to drain, flip and look for the leak. They then flipped it back and we have to refill with water and chemicals. Mid October we noticed it was still leaking. I called the company back Oct 14th to let them know it was still leaking. They told me they would have staff come out within the next week. Nobody came. I have been calling and emailing since then. They blame no technicians to fix tubs but this has been going on now for a month to have this second leak fixed and when I emailed them today to inquire - they now told me I was scheduled for NEXT Friday to have a tech come out to fix. By this time, it will have been 6 weeks since the initial call for the leak to be fixed. I asked for a refund or compensation for not being able to use the tub this whole time and they said they do not refund ever. I feel like once they received our money, they didn't care about the follow up. We now feel they will not be able to fix this tub and we will not be able to enjoy it this winter. We have now lost all faith in this company.Initial Complaint
21/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a hot tub in july from World of Spas Edmonton. The hot tub was delivered on time which is the only good thing. I was told by ******* my salesman and manager of the store that the tubs are plugged in and wet tested at the shop before delivery. My tub was hooked up and did not work. Told by the company that i must have electrical issues with my panel which was hooked up as required by manufacturer. The problem after hiring two different electricians, (not cheap). was the motherboard on the tub. They came out and switched the board. Tub still not working. Tech came out again and determined the board was not programmed for the tub. After calling manufacturer and reprogramming the tub finally turned on. Finally get to put water in, then it had a substantial leak. Called again to get this fixed after a week finally fixed the leak. Refilled tub to find out it is still leaking. I made a personal visit to the store after being promised that I would be called by the owner and things would be taken care of. Did not happen. After driving an hour to the store I got nothing but excuses from the owner ****** saying these things happen. An appointment was made then and there to fix the tub. Day before the appointment, I was called and told we cant make it. Rescheduled the appointment. That time came and went with no one showing up and no call to say we cant make it. I have spent more time and calls trying to get an answer. I do not get called back, i had to keep calling. Finally today get an appointment for another week out with the same excuses from the owner ******. I would not recommend purchasing anything from this store. I was lied to by the manager/salesman as well as the owner. This company is not trustworthy and not true to their word. I am out almost $2000 for the electricians and extra water hauling that I require due to not being on city water. I have never been treated like this by any business ever.
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Customer Complaints Summary
6 total complaints in the last 3 years.
1 complaints closed in the last 12 months.