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            Business ProfileHST Synthetics Ltd

            Pool Supplies

            Contact Information

            6630 Edwards Blvd

            Mississauga, ON L5T 2V6

            Get Directions
            Visit Website
            (905) 670-3432

            Customer Reviews

            1/5

            Average of 1 Customer Reviews

            Read ReviewsStart a Review

            Customer Complaints

            1 complaints closed in last 3 years

            0 complaints closed in last 12 months

            Read ComplaintsFile a Complaint

            BBB Rating & Accreditation

            A+

            This business is not BBB Accredited

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            Business Details

            Location of This Business
            6630 Edwards Blvd, Mississauga, ON L5T 2V6
            BBB File Opened:
            24/11/2003
            Contact Information

            Principal

            • Ms. Julia Tiler, President

            Customer Contact

            • Ms. Julia Tiler, President
            Additional Contact Information

            Fax Numbers

            • (905) 670-3485
              Primary Fax
            Read More Business Details and See Alerts

            Industry Tip

            BBB Tip: Hiring a pool contractor

            Customer Complaints

            1 Customer Complaints

            Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews

            File a Complaint

            Most Recent Customer Complaint

            22/06/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Resolved
            Complaint Details Unavailable

            Customer Reviews

            1 Customer Reviews

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            Most Recent Customer Review

            Juliana S

            14/04/2022

            October 28th, I purchased a brand new hot tub cover from ***************************** based in Campbellville, ON. The cover manufacturer is H.S.T. Synthetics Ltd., in Mississauga. In February 2022, I noticed cracks appearing in the vapour foam barrier, which if left unfixed can damage the insulating foam cores. There were additional damages to the foam barrier, such as discoloration, staining, and ballooning of the vinyl fabric. I received no help from the vendor of the spa cover, nor from the manufacturer, the latter who refused to entertain my grievance and tried to blame me for using chemicals in the water, telling me not to use ANY chemicals. It is commonly known to be necessary to use chemicals to maintain clarity and purity of the spa water. Both the vendor and the manufacturer are not trustworthy in their dealings with consumers nor in the quality of products manufactured and sold.

            HST Synthetics Ltd Response

            25/04/2022

            Hello,
            Ms ******** contacted our company with the complaint regarding her spa cover. She also submitted photographs showing the liner or underside of her cover. She was advised that the damage was not due to workmanship or a material defect, which would be covered by our warranty, but was due to excessive chemical abuse. We recommend that she go back to her retailer, a pool & spa expert, to get a water test and some recommendations regarding correct chemical use. At no time did we advise not using any chemicals. The liner of her cover was bleached to an almost solid white colour in the area directly above the water which is constantly exposed to the steam from the spa water. The longevity of our 50 year business has not been achieved by providing subpar products or subpar customer service.

            Customer Response

            26/04/2022

            In answer to the reply from HST synthetics, I wish to report that Mr. S., the customer service representative, before hanging up the phone abruptly on me, specifically decreed that no chemical be used whatsoever in the spa water. *************************************************************** *************************************************************** **********************

            HST Synthetics Ltd Response

            26/04/2022

            We have numerous customers that have very positive comments regarding our service and the quality of our product. This can go back and forth with "he said she said" without solving anything. I will agree to replace the skin for half price however, I do strongly recommend that you have your water tested as with our experience, the type of damage shown on the bottom side of your cover, shows excessive chemical use. If you find this to be an acceptable resolution, please contact me directly at my email and I will arrange to have the replacement skin manufactured.
            Regards,
            Julia T.

            Customer Response

            29/04/2022

            Regarding Ms. Julia T.'s suggestion on behalf of HST synthetics, it is both impractical and unsatisfactory.

            HST Synthetics Ltd Response

            03/05/2022

            There is nothing left to be said at this point. The damage to the cover was due to a chemical imbalance in the spa. It is not a warranty issue on the cover. We have never suggested that a consumer not use ANY chemicals in their spa but suggested they get a water test and some advise on balancing their water chemistry. As a gesture of good will, we have offered to replace the cover at half price. If the consumer does not accept this compromise, then we cannot help them any further.

            Customer Response

            03/05/2022

            Seeing the glaring contradictions in the statements from HST Synthetics, the only satisfactory solution will be for HST Synthetics to replace the entire cover and have it delivered and installed at the manufacturer's exclusive cost and expenses.

            HST Synthetics Ltd Response

            03/05/2022

            My offer stands as is.

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