Canadian Spa Company
reviews and complaints

KH-10141 is also defected and was damage by delivery crew I call seral time plus emails call the delivery guys know response I have contacted

BBB I am now waiting on a lawyer as I am 61 years old have pain in my body and the hot tub help a lot you are making me suffer I contacted another hot tub company they will move your on to a skid and I will cover it again like the first one was defected Your company sent me to Canadian Tire were I had 4 people come out and told me to leave I did its been over 1 mouth two weeks and still nothing done I am hoping that BBB make it public

I bought some replacement pillows for my hot tub from Canadian Spa Company. They had three styles listed, but only one was available. I didn't see any mention that the pillows were not interchangeable, so I ordered the one they had in stock. However, when the pillows arrived, I realized that they were the wrong style and wouldn't work for my hot tub. I've been trying to contact the company for over a week now to return these pillows and order the correct ones when they are back in stock. Unfortunately, they have completely ignored me and haven't responded at all. It should be a simple process for them to let me know where to ship the wrong pillows back to (even though I'll be paying for the shipping) and then order and pay for the ones that actually work for my spa (again, I'll cover the shipping costs). The company won't lose anything in this situation, but I'll have to spend an extra $50 for the pillows I actually need.

I bought a Canadian Spa Company hot tub from *** Niagara Falls Ontario in Dec 2021. The aromatherapy ain't working at all and the Bluetooth audio ain't functioning right. I've talked to a few folks at Canadian Spa Company and they know these features ain't working properly. They're still advertising and selling these tubs, knowing full well that the features don't work right. They told me there ain't nothin' they can do 'bout the aromatherapy and the fix they offered for the Bluetooth makes the topside controls useless. I just want what I paid for to work like they said it would. I could've bought a tub for about $2000 less somewhere else without these two features. Please help. Thank you.

I ordered and paid for a hot tub in July from *** kanaka ON. The receipt said it would be delivered in 10-12 weeks. I've contacted them multiple times, but they keep saying they don't have any in stock. In November , they said they had one, but I was out of the country. I told them to go ahead and drop it off, even though I wasn't in Canada. They refused to deliver it, so I had to finally agree. Again, around February/March , they had the tub for me, but my driveway wasn't cleared. Since I already paid for it, I think they shouldn't have given it to someone else. The new delivery date is supposedly June . I paid in full for the hot tub, so I think they should have kept it for me. I don't know where else to go for help. I ordered the hot tub from Canadian Spa Company. Thank you.

I bought the hot tub cover in Feb 2019 and soon after, I noticed mildew and mold within a month or so. I thought my water was off, but it was always balanced. I take good care of my stuff, so I kept cleaning the cover regularly. After about a year, I realized the cover was getting really heavy, but I thought it was normal. Hot tubs can be kinda gross, you know. Then, recently, I found out why the cover was failing from the start. There was a slice from a knife in the poly, which was letting water slowly seep in. The damage was obviously there when I bought it because the cover over the poly was fine. I was frustrated that I got a defective cover with a slice in the poly, which was supposed to keep moisture out. I tried to get a new cover, but the warranty had expired by a month, so I had no luck.

We bought a hot tub from Canadian Spa Company on Aug 11, 2021. As it got colder, we noticed that the hot tub cover doesn't seal well and lets out too much steam from two areas when it folds. The cost has gone up because we keep losing heat and the water evaporates quickly, so we have to keep adding water. The company's response was to stuff microfiber in the crease where the design is poor. That answer is not acceptable, and to make matters worse, we tried it as a temporary solution, but the steam still gets through. Another solution they suggested was to buy a cover protector. That's also not acceptable; our cover should work properly, no ifs or buts. We told them that their solutions are not acceptable and we want a cover that fits properly. They said we weren't registered under warranty. We filled out the warranty papers, and now they're not getting back to us. It's frustrating to see the constant stream of steam evaporating our money. It's wasteful and the customer service is unacceptable.

I bought a Hotub Cover from *** that said it had a 2 Year Warranty in July. This month, the stitching has come apart really bad and the cover is basically in 2 pieces. I emailed pictures and a copy of my receipt to Canadian Spa Co. and *** from Canadian Spa co. replied saying that I can buy a new cover skin from them at 80% of regular cost. I am totally disgusted that they aren't covering this completely under warranty. *** said the coverage is based on the date of purchase and sent a copy of the warranty... When I bought this online from ***, there was no clarity whatsoever about a depreciating warranty coverage. Warranty is usually to cover parts or labor etc. and never have I ever seen coverage depreciate every 2 or 3 months. That's absolutely ridiculous and if I had known this before buying the cover, I would not have gone ahead with buying it from the beginning. I am totally disappointed in this company for how they are handling this warranty.

The company told me not to call them and said I was behaving badly. I wasn't, though. They told me to return the defective hot tub to the place I bought it from. But *** won't take it back. I purchased it on March 25, and it's still under warranty for a full refund. They told me it's Canadian Spa's problem. I don't know how to get it picked up from my home or where to take it for a refund. Canadian Spa doesn't have any repair people from their company. They subcontract to a third-party contractor. There are no parts available at *** or in Ottawa. You can only order them online, and it takes weeks for delivery. It's really bad advertising. I just want to return it while it's still under warranty. I'm willing to have it delivered to a place within 100 km by a mover at my expense. I'll buy another one from a company that's closer to me for maintenance. Thank you.

Re: Canadian Spa Company (#XXXXXX)
Inbox *** 17:27 (1 hour ago) to me
Mr.
As we discussed, you are not allowed to contact our customer service department. You are bothering our team, but there's nothing wrong with your spa. According to your long conversation with our technician Brian this afternoon, you're not properly maintaining the chemicals in the spa and your alkalinity is unbalanced. That's a maintenance issue, not a manufacturing problem. You bought your spa at ***, so any refund should be processed through them directly. We won't tolerate any more bad behavior or wasting our team's time on nonexistent issues.
Regards,
Kimberley S.
Bilingual Customer Care Manager
CA: XXX-XXX-XXXX ext. XXX
XXXX ***
XXXXX
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I've been in touch with about six different folks from Canadian Spa Company about some issues we've had with our new hot tub we bought last summer. I've talked to Jason, Beth, Sarah, Adam, Kimberley, and Nigel, among others. They all promised to fix the problems, but none of them followed through with the repairs. Let me tell you about some of the problems we've encountered. Firstly, the headrests were installed incorrectly. The factory didn't drill the holes properly, so they weren't aligned. This meant we couldn't use the main lounge seat for months because it would hurt our heads. Kimberley, the customer service manager, said it didn't affect our enjoyment of the hot tub. Secondly, the main topside control unit had to be replaced because we couldn't see the buttons in the dark, even though it's supposed to be backlit. However, even after the replacement, we still can't see the buttons at night. It didn't fix anything. Lastly, we've been dealing with an ongoing issue with the Bluetooth/audio topside unit. We haven't been able to use the built-in speakers for almost the entire time we've had the hot tub because the Bluetooth/audio system doesn't work properly. They've promised multiple times to fix it, but nothing has been done. Kimberley once again said it doesn't affect our enjoyment of the spa. We regret buying a Canadian Spa Company hot tub and want the Bluetooth/audio topside to be repaired or replaced.

We bought the *** plug and play model June 6 thru ***. It was shipped July 7 and delivered sometime in mid to late July . The product we received was different from the photo of the product we ordered. (The photo had 4 seat cushions and the model that arrived had only 2). On Feb 24 2021 we noticed that the GFCI cord had melted into the wall socket. (No, it was not plugged into an extension cord). We *** the problem and the first page to pop up was from the Canadian spa company's own website describing the exact problem we had: *** We are disappointed that this particular information was not provided to us as the consumers prior to purchase as we view this as a serious safety issue. This information was not provided to us after purchase either. The wall socket is burnt, turned a dark yellow colour and I am so thankful it did not cause a fire! The cord is melted. I feel as though we caught the problem just in time before a devastating house fire. This company shows a lack of transparency since this known problem was not included in the owners manual. After reviewing their *** page I've read other customers who have had product issues that are recurring so I'm afraid that if the company replaces only the cord the new one will also be defective or it will have further issues with other parts due to this problem. (It's currently sitting full of water that is getting colder and colder by the Canadian winter second). ***. That is completely unacceptable for a $6000 product that is advertised as coming with a 1 year warranty. I want a complete refund as well as compensation for the burnt socket. I will not be held responsible for this company's technician travel expenses or shipping costs either as this has caused major stress and inconvenience at no fault of my own.