Aquatic Home Living Ontario Inc. O/A Jacuzzi Hot Tubs Ontario
Reviews and Complaints

We bought our hot tub from Jacuzzi Ontario in Whippie 'bout two years ago. It's still under warranty. We emailed 'em on their online form at least five times, but they never call us. We've also called the head office like a dozen times, and they promise to have a service tech call us, but they never make it happen. We finally got one appointment, but then we got disconnected. We've been tryin' to reconnect with 'em and get the call done, but they just send us to voicemail and never call us back. I'm super disappointed with this company. The hot tub cost 'bout $13,000, and if the water stays in there and freezes the pipes, it'll be trash in a few months.

I was told it would take 3 weeks to get parts and fix my hot tub. I called the company after 3 weeks, but they hung up on me a lot. When I did talk to someone, they said they had to call another department to check the status and would call me back. But they never called back and didn't answer my calls. They took the full amount from my credit card without asking me first. The manager won't even call me. The person who answers the phone is nice, but she can't give or get any information, so it's pointless. Finally, I got one answer: the part manufacturer isn't returning their calls. I guess this means they don't have the parts for me. Why did they keep my money if they couldn't fix it? They say no refund, no products, but their invoice doesn't say that. So now I'm out $700, and they didn't even have my permission to take the money in the first place. The customer service is very bad. Don't expect them to call you back, even if they say they will.

Kyle was a really nice salesman, and he could answer our questions as first time buyers. He was really flexible with delivery dates (the concrete pad installation got delayed, and he was totally cool with keeping the hot tub until WE were ready). The delivery guys and electrician they gave us were great and much faster than I thought. But things went downhill after installation. Just four months later, the paint around the screws on the lift bar for the cover started flaking off, and the covers for the screws fell off too. Kyle, our salesman, said this shouldn't be happening. I thought it would be an easy fix, so I asked for the bar to be fixed or replaced. That was in April. Now it's July, and Jacuzzi told me that this is normal wear and tear and NOT covered by warranty. Something breaks after FOUR MONTHS and it's NOT covered by warranty? I hope to God that a pump or circuit board doesn't die from "wear and tear." If this is the service I can expect after spending over 20K on a unit, I'll take my chances with a cheaper off-brand. If you're buying a Jacuzzi thinking you're getting a top quality unit and great service afterwards, let me tell you, that's not true. Once they have your money, Jacuzzi couldn't care less about you. Take your money somewhere else.

On April 2, I gave Aquatic Home Living Ontario Inc. a call because our heater wasn't working. A technician came out and told us we needed a new heater, which cost us $168.00 for the service call. On April 24, they replaced the heater, but unfortunately, it still didn't work. We ended up paying $682.00 for the new heater.

The technician came out for a third time and determined that the problem was with the motherboard. He said he would order a new one. I also mentioned a minor leak that needed fixing when the motherboard was changed. At that time, the blower was still working.

On May 8, the technician came back and replaced the motherboard, claiming to have fixed the leaks as well. However, after the repairs, the tub started leaking even worse than before. Instead of just one cup of water a day, it was now leaking one cup every 30 minutes. Additionally, the blower stopped working after the motherboard replacement. We paid a whopping $1,865.00 for the new motherboard.

The technician returned to fix the leaks he had created, but it turned out that the original leak was not resolved. I ended up fixing it myself. However, when I filled the tub again, the blower still wouldn't work, and every time I pressed the blower button, the temperature setting on the heater would decrease.

I reached out to them multiple times, sending one service email and making at least six phone calls. It took several weeks before I finally received a response.

Around August 21, a technician came out to fix the issue with the blower button changing the temperature, but unfortunately, the blower still doesn't work. It was functioning fine before the motherboard replacement. They didn't seem to care and only wanted to charge us another $168.00 for the service call.

So, after four months and a total of $2,883.00 in charges, not to mention the high water bill from draining and filling the tub multiple times, I still don't have a fully functioning hot tub. It's quite frustrating considering my background in aeronautical maintenance engineering, which gives me some knowledge of mechanical, electronic, and electrical systems.

I got some advice from Ms L. at Jacuzzi Ontario before buying my sauna. I told her I live on the coast of BC where it's windy and the weather can be rough. She said the sauna would be fine for outdoor use where I live. But after I bought it, she changed her tune and said they mostly sell to people in the southern US, which doesn't make sense. They're based in Ontario and sell to people in Canada, so the sauna should be able to handle Canadian winters. BC doesn't have winters like Ontario, though.

Right after I installed it, I noticed some design and manufacturing mistakes. Some of them were fixed by the manufacturer, not Ms L.'s company, through ***. But the main problem is the roof design. It's flat and not very sturdy. I had to spend almost $6000 on a solid slanted roof. The new design lets me add three walls if I want to in the future. It shouldn't have been necessary for an outdoor sauna that's supposed to be able to handle the elements. I can get an estimate for the cost of the walls if you need it. I have more documentation that I can email if you want to see it.

I bought an infrared sauna from Jacuzzi in Oct 2019. They said it would arrive in 2 weeks, but it took more than two months. When it finally came, it was damaged. They said sorry for the delay and gave me better wood. But now, in Sept 2020, I still haven't gotten the replacement parts. They keep giving me the runaround and told me to talk to the manufacturer. I didn't think it was my job to deal with their supplier, but the manufacturer contacted me and said they sent the parts to Jacuzzi in Feb. After that, I didn't hear anything for a month and a half because of Covid. When they reopened, I contacted them again, and it seems like they're trying to find my parts now. It's almost been a year since I spent $5000 on this. It was supposed to be new, not scratched and dented. They've had plenty of time to get the replacement parts or replace the whole thing. I've had to take time off work twice for the messed up delivery and will have to do it again to fix this. They're not good at communicating. They leave me hanging for months or pass me on to someone else.

I bought a 14 feet Jacuzzi spa from this business last Winter. I got the pool on May 15. Part of the pool *** wasn't connected and after a few emails and phone calls, a technician fixed it. Around the end of August and beginning of September, the LCD color turned yellow. I contacted the company on September 20. Since then, the company keeps telling me there's a global shortage and they have no idea when it'll be available. I wrote multiple emails expressing my concerns about the pool shutting down and possibly freezing. I asked them to winterize the pool since it's under warranty and they're responsible for keeping it working. I spent $46000 on this pool because the company claims to have the best quality pool, which turns out to be untrue. The company suggested I consider buying a ceramic heater and leave it in the pool. The pool is more than 27 feet away from the house, and a licensed electrician told me it's dangerous and they won't help. Now the company hasn't given me a real answer, they keep selling and producing pools because they have LCD inventory, ignoring the fact that I'm a frustrated customer ***.

Last October I got my hot tub from Jacuzzi in Ancaster Ontario. About a month later our hot tub stopped working. It kept tripping the electrical and shutting down because the heater was overheating. They told us to buy a portable heater and take apart the hot tub side to put it inside. But they wanted $150 upfront for labor before sending anyone. We said no way because we just paid $22,000.00 for this hot tub and we don't know how to take it apart. They said if we didn't do it, the warranty wouldn't cover any problems. On the phone, I had to give them my new address because they still had my old one from years ago. This caused a big problem and affected whether a technician would come to fix the hot tub. It took over a month for a technician to come and look at it. When he called to say he was coming, he still had our old address and canceled the appointment. He said it had to be rescheduled. A week later, he finally came and fixed the heater. He told us that this problem happens a lot with our model of hot tub. Now our hot tub is broken again with the same problem, and we're going through the same thing all over again. The repair person had to reschedule our appointment because the address is STILL wrong!

I paid a deposit in January 2022 for a SwimSpa from Jacuzzi Ontario. They initially said it would be delivered in June 2022, but it got delayed until mid-August. They gave me instructions on how to prepare my backyard for the pool and said it had to be done before delivery. We paid $13,000 for a crew to dig and prep a concrete pad according to the specs. However, the delivery got pushed back again, and two days before it was supposed to arrive, they told me someone from the crane company needed to come and check out my house. They said the crane couldn't go over our house or tree, even though we had already prepared the concrete. They gave me three options. The first one was to cancel the pool, but they wouldn't pay to fill the hole in my yard that we had already dug. If they had done their homework before delivery, we wouldn't have wasted time, effort, and money on digging and pouring concrete. The second option was to hire a $15,000 crane, close down my street, get a permit, hire a police officer to block traffic, and have the pool craned in from down the street. Jacuzzi refused to cover the cost of this option, even though the documents and emails said delivery was included. They never mentioned different levels of crane delivery. The third option was to remove the fence and three trees between my neighbor and me. Jacuzzi sent a contractor, and I had to pay for the fence removal. The contractor took a $2000 deposit, removed the fence, and then said it would cost an additional $2000 more than the original quote (even though the fence was already gone and he had my money). They also removed more trees than we had planned for delivery. Four months after installation, the SwimSpa broke, and Jacuzzi refuses to honor the warranty. They won't respond to my emails asking for the broken part to be sent to me. I have more email correspondence and can provide further details if needed. The upload function below isn't working.

Ovr a yer ago (fall of 2021) a technician was onsite and we showed him cracked paneling in our swim spa witch was just a yer old. The paneling is brittle and split in multiple places, as if it can not tolerate the climate. There are also screws constantly popping out and no longer hold the paneling properly in place against the frame. The technician agreed this is a defect and put in the needed work to get replacement panels under warranty. We have waited over a yer and followed up multiple times to ask for updates and status, and have constantly been told they don't have the materials yet. In the meantime, mice got inside the swim spa cavity through gaps in the faulty paneling. I had to call a pest control company as I was worried about mice causing other major damage like chewing electrical wires inside. This cost $480 and now I have large, ugly, and dangerous poison traps surrounding the swim spa. Without proper paneling covering the swim spa and closing the gaps, this problem will persist indefinitely. Two weeks ago Jacuzzi finally said they are ready to do the repairs, but they have rescheduled the appt on us at the last minute three times. This is typical as with other issues we've had service calls for in the past, and it completely disrupts us because we have to arrange for someone to be home and available each time. Further, they have now just told us that they require us to provide them a credit card and pre-authorization in order for the appointment to not be cancelled. They cited a new policy https:*** that says sometimes repairs are not covered under warranty and chasing customers is expensive. This is absurd - we have been chasing THEM for over a yer, incurred extra costs and wasted time, and our issue is STILL not resolved. I have no reason to trust them with my credit card nor pre-authorize them to charge for any work witch if any not covered by warranty should have been identified a yer ago.

I bought a new hot tub from Jacuzzi Kitchener on October 9. I paid a deposit of $4,000 on the same day. The hot tub was delivered on December 17, and I had to pay the remaining amount of $18,254.22. As part of the purchase, they added a device to connect my smartphone to the hot tub using cellular data, which they said was an improvement from the WIFI version. The salesperson assured me that there would be no issues with the new cellular device connected to my phone.

The hot tub cellular device was installed on December 17, along with the hot tub delivery. However, it only went live on December 20, after I called customer care to activate it. During the activation, the Jacuzzi customer care representative mentioned that the signal was very weak and that I would need a booster installed. They told me to email customer care to start the process.

On December 20, at 2:04pm, I received an email apologizing for the issues and informing me that a technical representative would contact me regarding case number XXXXXXXX. Later that day, at 6:28pm, I received a call from Jacuzzi customer care technical representative Jeff. I explained the problems, including the issue with the cellular data. Jeff mentioned that there would be a cost to boost the signal, but I argued that it wasn't my fault the signal was bad and that I had purchased the device in good faith. Jeff said he would discuss it with his manager.

On December 22, at 6:16pm, I received an email from Jeff stating that they would compromise on the cost and only charge me for the parts, which amounted to $129.81 plus tax. I declined the offer and instructed Jacuzzi to remove the device that I had purchased in good faith and refund the payment for the cellular option.

On December 23, at 11:18am, I received an email stating that the device was working as intended and that they had offered to install an additional device to boost the signal at my expense. They mentioned that they were unable to remove the device for a refund.

I bought a hot tub from Jacuzzi Burlington in July 2022. After only 2 weeks, some of the jets started making a lot of noise. I called for service and they sent a technician who said the jets needed to be replaced and the tub had to be taken back to the shop for repairs. After about 4 weeks, the tub was returned to me. When I used it again, I noticed that the jets had been replaced, and the noise was gone. However, the new jets were of much lower quality compared to the original ones, which were premium massage jets that I specifically wanted. Since September, I've been trying to get information from Jacuzzi about why they can't fix the problem with the original part. I've been passed around from one service technician to another, and they all say the same thing: "This is the only solution to stop the noise." When I ask if all hot tubs in this series have the same issue, I don't get a response. I contacted Jacuzzi USA, and they told me to talk to the owner of Jacuzzi Ontario since they are separate companies. I've asked to speak to the owner multiple times to find a resolution, but I haven't received any response or contact from them. Jacuzzi Ontario informed me that they were instructed by Jacuzzi USA to replace the jets with lower quality ones, and I should contact them instead. I reached out to Jacuzzi USA again, and they gave me the same response: "This is the solution to fix the problem." Yes, the noise problem is gone, but a bigger problem was created. I bought the tub for its premium jets, which have now been removed. As a customer, I feel completely helpless and regretful about this $25,000 purchase. It's too late and impractical to ask for a refund, so I requested that Jacuzzi replace the tub with a new one that doesn't make noise. Additionally, other damage occurred during the repair process.

We bought a hot tub from Jacuzzi and it was under warranty. The tub had lots of problems right from the start. We paid more than $17,000 for it, not a small amount, but we wanted to make sure we got something good that would last. The tub started leaking really bad. We spent so much time on hold with customer service and going back and forth with the store. Finally, they agreed to replace the tub with the J-480, but without a new 5-year warranty. We accepted because the old tub was leaking so much that we couldn't even use it (we should have known better, but it took so long to get this offer and we thought it would solve the problem). After 3 years with the new tub, the display stopped working, the heater pump broke, and the speakers didn't work right. Jacuzzi offered us a 10% discount on a part that would cost over $1200 just for the display, and they said we had to pay for their technician to come out and confirm that was the problem. We decided not to do it because it was a terrible deal! Now the heater is broken again, the tub is leaking, and the moisture is causing the breaker to trip. Jacuzzi wants us to pay for a technician to come out and then we have to pay for the repairs, parts, and labor. This is the worst experience and customer service I've ever had. If this was a car (which is what it's worth), the car company would recall or replace the parts or the whole car. It's clear that this product doesn't last very long. Within 3 years of using a product that costs over $17,000, it's useless without spending thousands more. I don't want others to make the same mistake and waste their hard-earned money on something they can't enjoy. Giving us a new tub would be nothing for a big company like Jacuzzi, they could easily write it off as a defective tub, but they won't.

My hot tub has leaked since it was installed over 1 year ago. They have not resolved the issue and refuse to have someone contact me in management. I am putting 2-3" of water in this hot tub per week plus chemicals to treat the water. I want the hot tub replaced.

Paid for a hot tub cover, lifter and installation on June 26th. I was told I would receive delivery in 4 -6 weeks. I have been trying to reach the business and they do not return calls or emails. There is an "overflow line" that takes messages. When I advised I'd have no choice to ask for money back, I was transferred to the store. Claudine from Jacuzzi Barrie said it would be "another 2 or maybe 3 weeks" she thinks. I asked for her to confirm this and call me back. I am still waiting. Jacuzzi Barrie will not deliver the goods, will not refund the money and will not return numerous emails or telephone messages.

We purchased a hot tub (J245) in February from Jacuzzi Barrie and which was installed in May . The company that Jacuzzi works with *** installed it in place and attached the cover which is produced by ***. This was purchased from Larry M. who was a sales rep at their location. When we originally purchased our hot tub we stated that we were looking for one that we could have out in the backyard and wouldn't have any issues with our dogs wanting to climb on top of it. We wanted a cover that was meant for walking on or that the dogs could walk on and would not be ripped up / broken. He stated that the one by *** is exactly meant for that and even playfully mentioned how he would sometimes dance on top of them in the show room. Everything ran smoothly until the winter which we noticed issues with our tub to where the cover was frozen shut and we were physically unable to use it or perform any maintenance on it. There would be icicles hanging down off the ice off of each corner which were approximately 1 foot in length. We immediately brought this issue up to Jacuzzi in December . The sales office in Barrie tried to say that this was normal and we should be expect it. We stated that the issue was that we were not able to perform maintenance or make sure that the water level was proper and had the issue escalated. We waited until January for them to push this concern to their head office (customer care team) and spoke with Sheila. Sheila was absolutely no help, did not answer any of our e-mails and we had to use different phone numbers to have her answer her phone. We waited until February and decided to post a *** review of their Barrie location. This promoted Brianne from head office to reach out to us and had under padding installed within a week. About 2 months later during another cold snap, the under padding froze to the tub and ripped. Breaking the seal once again. We immediately contacted Brianne about this issue on May 26 and a crew from *** came out to replace the cover. When this cover was installed, the team cracked the side panels, scratched the sides, left holes from where the clips used to sit and now water is pooling on the cover, sitting there. This was brought up to their attention immediately the day of the install. A crew leader named Rob came back on June 2 to see the issues and said that the pieces would be ordered almost immediately. Today, on July 6 we finally hear back from Brianne that she has not yet ordered the replacement parts. These panels will take approximately 8-12 weeks to come in. In addition to this, the pooling water is normal even though the cover which we had previously did not do the same. Lastly, the cover is not meant to be walked on as she has been told by Rob that we were using it in such a manner.

03/15-I signed an agreement with this company in their Aurora location (now closed)on March 15 to purchase a Swimspa, paid $4000 as a deposit. Was promised technical details/site visits within the week. 03/17-I advised my sales rep *** on March 17th, and advised I no longer wanted move forward with the purchase and would like a refund at this time, given the COVID uncertainties/employment/household finances, this was no longer a priority but we'd return to purchase in future. 03/19-*** communicated a suggestion for a partial ($3500) refund and deferred finance for the balance of deposit. This is not what I asked for, I asked her to confirm there was no way to refund at this time, she advised "there is a freeze on all refunds until further notice from head office", "What I suggest is that you and I stay in communication during this time, and we continue to analyze the situation as time continues." I agreed. 05/08-*** reached out and advised that they were now installing again. Indicating that we're moving forward and ignoring the fact that I had already asked to terminate the agreement on 03/17. 05/11-I responded "I must repeat my previous request to refund our $4000 deposit at this time. Are you able to accommodate this?" 05/13-*** responded "Thank you for your last email. I forwarded your last email to my manager. I will let you know once I get a response." 05/26-*** provided the response "I want to let you know that my head office got back to me about your request. They still will not process the refund." 05/28-I asked *** to clarify whether the company had any intention of ever providing a refund, or was ".. just not able to provide one at this time", as I had clearly been led to believe. 06/02-I followed up and asked for a response to my question 06/03-*** responded to my question, and now tells me that the deposit was non-refundable as laid out in the purchase agreement. ***WHY WAS THIS NOT CLEARLY COMMUNICATED AT THE MANY,MANY OPPORTUNITIES IN THE PREVIOUS 2.5 MONTHS!?!?!, THERE WAS AMPLE OPPORTUNITY, IT SEEMS I HAD NOT ASKED EXACTLY THE RIGHT QUESTION, AND REPEATED IT IN ORDER TO GET AN ANSWER!*** 06/04-I wrote to COO *** & CEO *** as an "Extremely Frustrated customer" asking for their consideration and to provide a refund as previously requested. I also advised that I would reluctantly escalate if required. 06/11-I followed up with another email to the COO & CEO, as I had not received any response, this time I copied ***. In this email I advised that I was going to take steps to escalate as they had not responded in the 7 days that passed. *** 06/11- I received a response from COO *** advising that the deposit was non refundable, He apologized for the delay in responding, but not anything related to my experience. *** 06/12-I filed a complaint with the Ministry of Government and Consumer Services, as based on sections of the Ontario Consumer Protection Act, I believe I have grounds to cancel my contract and be refunded. 06/15-I replied to COO ***'s email (copied to CEO & other)and advised that I had filed my complaint, and that I felt I had been misled, and my entire experience had not been handled professionally. I provided copies of all email communications for reference. I was hopeful that they would actually see that I had clearly been misled. 06/26- ComplaintsBoard.com Complaint submission, I have yet to get a reply.