Fort McMurray Hot Tubs

Frustrating Experience & Poor Customer Service What started as a hopeful visit to the residential business Fort McMurray Hot Tub for Hayward pool heater parts quickly unraveled into a frustrating saga of miscommunication, delays, and questionable pricing. Initial Contact: Met at their residential business location. Provided the Instruction Manual and picture for my Hayward pool heater, describing the two parts I needed (Inlet & Outlet Unions w/Nipple + O-rings). I was able to pick-up two unions with the nipples and O-rings, so at the same time, I inquired about a price for pool sand. Upon bringing the parts home, to my dismay, they didn’t fit. Of which I provided in my above request. Pricing and Shipping: Their quoted pool sand was $36.50 with an absurd $150 shipping charge. Their Prices are significantly higher than local stores like Rona ($9.99) & Canadian Tire ($29.99). They expected customers to absorb their shipping costs. I wouldn’t pay any Box store for shipping costs, no matter what store may not have the supplies. Order Fulfillment: They only delivered one Union to my home, instead of the full delivery of my requested order. By this point, I had waited over 24 days for parts that should have taken no more than a week to deliver. When I questioned my order, they initially seemed confused until I pointed them back to the original text thread with my detailed request and photos. An email eventually garnered a quick apology admitting it was "100% their fault," and they promised home delivery for the next day. While they did apologize for their mistakes, they offered no immediate solution. Frustrated, I asked for the part numbers so I could order them myself. They reluctantly provided them, claiming I couldn't order them without being a dealer. This was quickly disproven, as I located and ordered the parts from an Ontario supplier in five minutes for half the price, with a two-business-day delivery. Communication Issues: In summary, communication with Fort McMurray Hot Tub was difficult unless directly texting or emailing. Their customer service was consistently poor, marked by a clear lack of attention to detail and a failure to review customer requests thoroughly. Furthermore, their pricing was inflated, and they expected customers to absorb excessive shipping charges. I cannot recommend them based on this experience. See the Main detail attachment, it was items 5, 6 & 7 I needed.

Regrettable purchase. Not the hot tub but the service provided. I love and support local as much as I can. The admin was fantastic to deal with, but that's where it ends. We had to almost beg the guys to help us move the hot tub in place when it was delivered, the spa school didn't teach me anything other than if I need more salt to buy it through them. Had to Google how to adjust lights and clean the filter. When I did self teach how to clean the filter I left a bleed valve open, they charged me to show up and close it. Also had a warranty repair which I wasn't informed was completed or what was even wrong. All around bad communication and service. Sadly

We recently had our hot tub serviced and were very impressed with the overall experience. The team communicated clearly in advance, letting us know exactly when they would arrive. They showed up on time, completed the work efficiently, and provided a thorough explanation in the work order outlining everything that was done. Excellent service from start to finish, and we would confidently recommend them to others.

Had my hot tub shut down for the winter. Fort McMurray Hot Tubs provided quick response, timely appointment and great service. I also called another major company here where I bought the hot tub and I didn’t even get a call back. Fort McMurray Hot Tub is the place to call as they provide excellent customer service.

Price was very fair. They showed up when they said they would and scoped the job for my tub move. Friendly lads, didn’t waste time, got the job done successfully. Very professional. I will have them maintain my tub once it’s hooked up. THANKS FORT MCMURRAY HOT TUBS.