ComplaintsforCanadian Spa Company

• Initial Complaint

  07/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a spa in November 2022 through Home Hardware from Canadian Spa Company. I wanted the specific size (3 man) so it was a special order. It arrived in January 2023 and I paid for it then and the store stored the spa for me until I could get the backyard prepared for it. The spa was delivered in May 2023. I brought power out to the spa but the GFCI cord would pop every time I powered it up. I talked to an electrician and he thought it might require more power so he came out and brought 220v power from my panel to the spa. The problem was with the spa itself. It had a dead short to ground so I contacted the company. They sent out a new panel? motherboard? and the same electrician came back and installed it. The spa now powers up but the pump will not stay running. The pump will come on for a few seconds and shut off. A few minutes later (only on high) the pumps will run for 2-3 seconds and shut off again. This is the second major fault I have had with this spa. It is now going on 4 months and I have never had a functioning spa. I want this fixed immediately or the spa picked up by the company. I don't even think I want a replacement at this point if this is the quality of their product.

  

  Business response

  19/09/2023

  Hi there,

  We do apologize for this issue and this delay with servicing the product, from what I can see from your ticket is that the hot tub has been fixed and is back up and operational. We do thank you for your patience, and our team will be in touch to follow up. If there are any further issues please don't hesitate to contact us within the ticket (#******).

  Thank you again for your patience
  

• Initial Complaint

  21/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My neighbour and I bought new condominiums that came with Canadian Spa Hot Tubs. Sitting on concrete pavers. I have taken great care of my tub for over 6 years. We went to move it today and the bottom fell off. It was made of plywood with wooden joists! Literally disintegrated. The Canadian Spa Company will not help, AND they said that they know that is an issue and since changed the design. Who puts plywood with water? Imagine if it was on grass all these years, it would have been worse. My neighbour has the same issue. This is a very expensive item to purchase and take care of. Now we have to some how fix it ourselves or hire a crane to get it off our decks. Not impressed with the Canadian Spa Company at all. We would like them to step in and help. We have done our part taking care of the tubs, they have not been neglected.

  

  Business response

  02/09/2023

  Hi there,

  I can see that our team is working with you already to offer some solutions for your spa in ticket #******, as this spa has unfortunately surpassed the manufacturer's warranty we will work our best to provide a suitable solution to your problem.

  We apologize for any inconvenience
  

  Customer response

  14/09/2023

  This message below is false. They never helped me or gave me a ticket number.
  I spoke with three different people and they all had different reasons not to help.
  - The developer paid for the spa, not you, so you never had a warranty. (not what is in my papers from the developer and makes no sense)
  - One told me to fill out the warranty papers and then said they could not help. Told me to call a local hot tub maintenance company. (to test the Ph of the water?)
  - One said, oh we have changed from using plywood so we cannot help you now. Just replace the plywood! LOL
  
  A bunch of deflections.
  I have all the emails.
  It has been a disappointing experience.
  
  I apologize I could not get back to you faster, just too much on my plate.
  I really want people to know when they are spending thousands of dollars, they will not get any help.
  It is a Canadian company too…so sad.

  best regards,

  *******

  

  Business response

  19/10/2023

  Hi there

  Our team has offered some solutions to your problems in ticket #******, if these are not coming through please feel free to give us a call at 877-909-7727 and reference ticket #****** This spa has unfortunately surpassed the manufacturer's warranty right now and there is a limitation on what can be provided, but we are still working with you to try and come to a suitable solution.

  
  We apologize for any inconvenience

  Customer response

  19/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  It is false, there were never any options provided to me and my neighbour.

  Three different people responded to me, ** *** *** *** ** *** ******** and none of them were offering for your company to help. Just passing us off.

  Kerry - basically said we do not use wood anymore, replace the wood myself. (Which means they know it was a bad design! So what did they replace it with?)

  Dothlyn - argued I never did had the ability to have a warranty, even when the tub was brand new as the developer bought it when they were making the building. Not me, it was not purchased on my ****. Which is not what all the other appliance companies in our homes responded like. When you purchase a brand new home from a developer, all these documents are turned over to you, including all the warranties. This is the only company to fault on this.

  Also, this company was happy to deal with me for years, taking my money for filters etc., prior to the bottom rotting off the hot tubs.

  To note once again, these tubs sit on top of paving stone with at least 12" to a drain. So they are never sitting in water. But they are outside, like ALL hot tubs. They do not have leaks etc. like they later tried to tell me. I am pretty sure we know when water stays in the tub or not.

  Me and my neighbour happen to be engineers, we know how things should be built. The inside of these hot tubs are so poorly constructed, not only did they not use a wood like yellow cedar, or treated wood (which is not that good anyway), some of it looks like the cheap painted plywood you get from a crate. It is literally just expanding from the humidity of the air. This product is possibly from the crates the bath of the hot tubs arrived in! Why else would painted plywood be in there?

  Adam - he did try to help me, he was the only one that called me back. Could not find my warranty (even though like I said, I have been buying filters and talking to Canadian Spa company about my tub since the beginning), so I sent in all the documents I had. That is when Dothlyn decided to say I had no warranty as the developer bought it:)

  Adam told me to call a local hot tub repair company... what would these people do? They work on the functioning of the tub, the pump, valves etc. I have dealt with these individuals, they are not structural people to fix the support for a hot tub.

  I would imagine these tubs sell for over $10k. The quality of products used is astonishingly bad. I have taken the rotten wood apart myself, the nails and screws are bent in places... Definitely not skilled carpenters even putting the bad material in there.

  It is not a wonder to me why this company will not take responsibility for their poor construction and materials, if this is the product they are selling for such high prices from the beginning. No integrity from the start.

  And then to *** to BBB, claiming you gave us options.

  Sincerely,
  
  ******* *****

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This hot tub is under Warranty at Canadian spa it was purchase at ******** **** ***** * **** street On March 25 2022 the tub has blisters on the shell at feet level in conner of tub Canadian spa ask for picture and they did not even send a technician. they replied I have reviewed the case with our service technician and these blisters are usually Just a cosmetic issue that should not represent an issue for normal operation of the tub As compensation, we can offer you 800 + Tax gift Card that can be used in purchases from website if you agree no Warranty after I have had problem no repair person ever came and they offer 800 = taxes for 9039.99 hot tub this is all in writing from Canadian Spa I said know Thank you and they said If you would like to return your tub. you would need to directly Contact ******** **** as your tub was directly Purchased from them I took my hot tub to two store and was refused with invoice and a letter from Canadian spa company I am 61 years old and tub is still on trailer I am now going to try and see if I can get help with this terrible customer services ps blister on a tub is not good for tub AND AS YOU CAN READ THE CANADIAN SPA DID NOT FIX

  

  Business response

  14/08/2023

  Hi there,

  We are sorry to hear of this experience, I've looked up your ticket and it appears that our team is already replacing the spa under warranty for you completely at our cost. We apologize for the inconvenience here but want to assure you that we are doing everything we can to help assist. For further help I'd recommend that you reply to the team within the ticket to ensure your request gets answered.
  

  Thank you for your patience
  

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my spa in August, 2021 from **** ******** ********. The supplier was Canadian Spa Company (CSC). On June 10th, 2023, I was refilling the spa (I had emptied and drained the lines previously as we were on an extended vacation) when it began leaking from what appeared to be numerous spots underneath. On June 12th I made contact with CSC via e-mail to explain what had happened. I was contacted by phone later that day (which I thought was great service) to provide more detail. The individual I spoke to suggested that we let the unit sit for a couple of days to see where the water level would eventually settle. He called back on June 14th and said that he was sending the issue forward to get someone to come and repair it. He also confirmed that it was still under warranty. Later that week I was asked to send photos to ensure that the unit was accessible for servicing, which I did. Things started to get quiet after that. After several attempts at contact, I was advised that CSC contracts with a local company to provide repair services and that they had reached out to them to get the work done. I did not hear from them and after contacting CSC several more times they told me to deal directly with the local repair service. I have been doing that since then while keeping CSC up to date on my progress. So where I am now is as follows: not only has the issue with my spa not yet been diagnosed or fixed, I am still unable to even get an appointment for a service visit and am being told that they do not know when that will happen. ******* *****, the company that is supposed to do the repair, has told me the CSC does not have a local service provider but they do some work for them "just to help out". So I'm at a loss for a next step. I have a spa that cost many thousands of dollars which has been rendered useless with apparently little chance of having it fixed. A warning to people considering a purchase from CSC - ask about servicing first!

  

  Business response

  19/10/2023

  Hi there,

  According to our records this issue has been resolved by our team, please don't hesitate to give us a call back at 877-909-7727 and reference ticket #******

  Thank you
  

  
  

  Customer response

  19/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  20/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They won't fix any problems with there spas Parts don't fit the broken spa Don't stock the Correct parts Don't stock covers Selling junk replacement parts Will return emails trying to avoid company problems Lied about trying to fix issues Made zero attempts to reconcile

  

  Business response

  21/07/2023

  Hi there,

  I can see that our team has been working with you already on ticket #****** and has sent out parts for you to assist. We are happy to help provide information for you as your product is currently out of the manufacturer warranty.

  
  Thank you for your patience
  

   

• Initial Complaint

  24/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been in contact with at least six different people from the Canadian Spa Company regarding some issues that we've had with our brand new hot tub that we purchase and received last summer. I have spoken with Jason, Beth, Sarah, Adam, Kimberley and Nigel just to mention a few names, all of which keep promising me a fix to the problems with our hot tub, but none of them follow up to get the repair work completed. Just to mention some of the problems that we have had with our new hot tub; a head rests were improperly installed. The holes for the head rests were improperly drilled in the factory and no one bothered to do a quality check to see if they were aligned. This meant that we couldn't use the main lounge seat in the hot tub for months because a person's head would get kinked from laying in that location. This was the first time the customer service manager Kimberley told me that the head rest issue did not impact our enjoyment of our new hot tub. Then we had an issue with the main topside control unit which had to be replaced as we couldn't see the buttons when it got dark out in the evenings, even though the unit is fully backlit. This part was replaced, but we still can't see the buttons when it's dark out, so obviously this did not fix anything. Finally, we have had an ongoing issue with the bluetooth/audio topside unit and have not been able to use our built-in speakers that came with the hot tub for nearly the entire time we've had the unit as the Bluetooth/audio topside system will not work properly. We have been promised several times that a solution/fix was coming. Nothing has been done about this problem. We were once again told by Kimberley the customer service manager that the spa still works, and that the bluetooth/audio system issue does not impact our enjoyment of our new spa. We have come to regret buying a Canadian Spa Company hot tub and would like to have these issues with the Bluetooth/audio topside repaired or replaced.

  

  Business response

  10/08/2022

  Business Response /* (1000, 11, 2022/08/08) */ Hi there, From what I understand from ticket #XXXXXX we have resolved the issue and everything appears to be working. Please feel free to give us a call if this is not the case (877-909-7727) Consumer Response /* (2000, 13, 2022/08/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  28/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company has order me not to call them said I was ******* behaviour I was not they told me to return defected hot tub to point of purchased at *************. ******** **** will not take it back my I purchased on March 25 2021 under warranty for full refund they told me Its Canadian spa problem do not know how to get this pick up from my home or where to take it for refund Canadian spa has know repair person form there company sub out to third party contracter no parts at ************* or in Ottawa online only weeks for delivery very bad advertising I just want it return my under warranty I will delivery to place with in 100 km by mover at my expense I will buy another from a company with everything near me to maintain Thank you Re: Canadian Spa Company (#XXXXXX) Inbox *************** 17:27 (1 hour ago) to me Mr.***** Per our conversation you are not welcome to contact our customer service department. You are ********* our team and there is nothing wrong with your spa. Per your lengthy conversation with our technician Brian this afternoon you are not maintaining your chemicals in the spa and your alkalinity is not balanced. That is a maintenance issue not a manufacturing problem. Your spa was purchased at ************* and any refund needs to be processed through them directly. We will not tolerate any more ******* behaviour nor wasting of our team's time on non-existent issues. Regards Kimberley S. Bilingual Customer Care Manager CA: XXX-XXX-XXXX ext. XXX XXXX ******************************* XXXXX Need assistance? Visit our Support Page

  

  Business response

  20/07/2022

  Business Response /* (1000, 18, 2022/06/13) */ Hi there, I see that our team has offered the route of assisting with a return if required. As this was purchased through *************, the refund would need to be processed by them directly. Please reach back out to us at 877-909-7727 or *******@******************.com once you have finalized with *************. Thank you

• Initial Complaint

  28/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  (It's Dr & Mrs Rayevskiy) We ordered a swim-spa with ****** cover in Sept\21, with a sales rep who later quit/was fired. A different sales rep, Steven Dosanjit, called at end-Oct to confirm ****** color. We clearly stated the preference: light-brown (Latte), NOT WHITE. Steve did it on phone, the talk was apparently recorded, he did not send us any follow-up e-mails or confirmative doc's. Delivery came January'22, our workers installed it it while we were away & it was WHITE, not latte. When we called back, the delivery person Sabrina initially admitted the wrong color, but then refused & passed it back to Steve. Steve refused his mistake & DEMANDED the documented proof of the talk & color choice, thou THEY DID NOT provide us with any follow-up doc's after that phone talk !! The most frustrating part came with the communication process: Can Spa Co is THOROUGHLY HIDING any information about it's management: not only their names/contact numbers are not provided on the Co web site, but their staff - Steven, Sabrina - REFUSED TO PROVIDE us the names of their General manager - Nigel P., which we could barely receive from another staffer Bill R. today: he promised to arrange Mr P.'s call today, but we got NO CALL. We actually asked for E-MAIL to communicate without time pressure, but the staffers THOUROUGHLY IGNORED our request. We got the name of the owner Troy L. only on BBB - site: is the Can Spa so ashamed of their business/products that it hides the names of its management/founder rather than proudly put it on the front of their information site? **********************************************************************************************************************************************************?? We don't ask much: just a little respect & attention to the customers who paid to Can Spa 58,000 $ for the package, & to resolve a small issue of the top panels exchange to the desired color (Latte), which should be readily available from ******.

  

  Business response

  13/04/2022

  Consumer Response /* (450, 9, 2022/04/07) */ The issue is resolved to our mutual satisfaction: Mr P., the Gen Manage, proved to be the man of his word: we collaborated on the appropriate solution, and because the cover replacement price was excessively high, we agreed to its professional painting, which cost was covered by Canadian Spa Co.

• Initial Complaint

  28/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Canadian Spa Company hot tub from ********** Niagara Falls Ontario....installed Dec 2021.....the aromatherapy does not work at all and the Bluetooth audio does not function as it should.... Just have spoken to several people at Canadian Spa Company and they are fully aware that these features don't work as they should....I believe they are still advertising and selling these tubs to people using these features to entice buyers while being fully aware the features do not work as they should.... They told me there is nothing they can do about the aromatherapy and the fix they offered for the Bluetooth renders the topside controls useless.....I just want what I paid for to work as advertised....I could have purchased a tub approx $2000 cheaper elsewhere without these two features....please help...thank you

  

  Business response

  13/04/2022

  Business Response /* (1000, 5, 2022/02/28) */ Hi there, We apologize for any inconvenience here, I can see that your issue is being resolved in ticket #XXXXXX and our team has been in touch with you. Please feel free to get back to us at *******@******************.com referencing ticket #XXXXXX for any future assistance and our team is happy to help. Consumer Response /* (3000, 7, 2022/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have no fix for the aromatherapy and there fix for the Bluetooth audio renders factory controls innactive. They should not be able to continue advertising and enticing customers with features that don't function as they are suppose to... I would like some kind of compensation or these issues resolved properly Thanks **** BBB NOTE: PLEASE BE ADVISED THE BBB DOES NOT PURSUE REQUESTS FOR PUNITIVE COMPENSATION. Business Response /* (4000, 20, 2022/03/24) */ Issue is being resolved with the customer, please contact us at XXX-XXX-XXXX for any future assistance.

• Initial Complaint

  26/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased hot tub Aug 11, 2021. As the weather got colder, we noticed the hot tub cover is not sealed well and releases way too much steam from two areas when the cover folds. The cost has increased so much as we are constantly losing heat and water evaporates fast requiring to keep adding water. The company's response was to either stuff microfiber in the crease where the poor design is open. Very unacceptable answer and on top of that, we tried as a temporary solution and it doesn't even work, steam still visibly getting through. Second solutions, go buy a cover protector. Another unacceptable solution, our cover should work properly period. We told them solutions are not acceptable and we want a cover that will properly fit. They said we were t registered under warranty. We signed up the warranty papers and now they aren't getting back to us. It kills us to see the train of steam constantly evaporating our money away. It's waistful and unacceptable consumer service.

  

  Business response

  26/04/2022

  Business Response /* (1000, 5, 2022/01/26) */ Hi there, I can see from ticker #XXXXXX our team has reached out to assist with a warranty claim, please take a look at the options and we would be happy to assist. Thank you Consumer Response /* (3000, 7, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Do you mean the response that you'll replace the cover but charge us a pro-rated 30% fee and the cover is on back order until spring? If so, we said that wasn't acceptable and we want to speak to a supervisor and haven't heard back. This design of the cover was defected from the beginning but we did not know because by the time we received it and it was cold enough to notice, it's been past three months. We then complain and was told to stuff microfiber in the open crease or buy a cover protector. Then push back about warranty as we hadn't registered it, then we did and you tried to refuse our proof of purchase, then finally accepted it. Then you say the cover is prorated warranty and we have to cover 30%. What about the extra hydro, water, chemicals it's costing us for heating the continuous loss of heat do to water constantly evaporating away? That cost is even higher than the 30%. Please provide an appropriate solution and have the courtesy of having a supervisor discuss that with the customer. Business Response /* (4000, 12, 2022/02/25) */ Hi there, Yes we would be happy to honour warranty and assist, please feel free to follow up with our service team at *******@******************.com with ticket number #XXXXXX Thank you Consumer Response /* (4200, 14, 2022/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was the proposed resolution as of February 3. Hi *******, Thank you for contacting the Canadian Spa Company. As Sarah has explained, our technician reviewed your video and your spa cover is functioning as designed. With temperatures having been -20 or less in the evenings, it would not be uncommon for steam to be seen coming off the cover. There is no need to replace your cover and even if you were to purchase another cover, it would do the same thing. Our technician suggested placing towels or you could purchase an aftermarket insulated tarp to place on top of the cover to assist in minimizing heat loss. They are quite readily available in cold climates such as ours. Have a good day Kimberley S. We said unacceptable and they responded this. Hi *******, If I understand you correctly, you are saying that there is a defect in your cover. I will refer you to the warranty policy which stipulates that you pay to ship us back your cover and the pro-rated warranty cost for a replacement would apply as per Sarah's correspondence. Unfortunately we do not have covers in stock but we will honour the 50% replacement cost as of today's date. NONE of this is acceptable. It is not normal to have steam coming out like that and we know that because my father bought the exact same tub and we are same city and his is not loosing steam like ours. Their solution for us to pay the cost of shipping to return and only get back 50% of cost we would be in the hole, it's an insult and a joke of a solution! Either refund the cost of cover or send us a free cover protector for the cover. *********************************************************************************************************************************** Very disappointing Business Response /* (4000, 20, 2022/03/24) */ Issue is being resolved with the customer, please contact us at 877-909-7727 for any future assistance. Consumer Response /* (4200, 22, 2022/03/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue was never resolved. They say their cover is not defective and acting as it should and losing all that heat is normal. It is not normal! They are offering prorated warranty for a replacement that's not even available, this is not adequate. Why should we pay replacement for a defective cover.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩