Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:21/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:20/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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