Island Hot Tubs & Pools

DO NOT BUY FROM THEM! Only giving 1 star because giving 0 stars isn't an option . Please learn from our awful experience. We went into the store to speak with a sales associate and weren't spoken to at all. We waited about 45 minutes before just taking brochures and leaving. After doing our own research to sell ourselves a hot tub, we emailed to get a quote and never heard back for 6 weeks. After two calls and an additional email, we finally heard back. We proceeded to order our hot tub in early July, it arrived a month later than originally told (we were told late August and it arrived in September). Upon arrival, it was damaged in 2 places and the lid was "lost" in the mail. Not only that but they scratched our new stone deck when they were putting it into place and refused to compensate us for damages. We waited 2 more months for lid and replacement panel. Then waited another 2 months for second replacement panel. All while being blamed for the damage, even though we weren't living on the property or using the tub at the time. By the time all the panels were replaced, it was mid-December. There was zero accountability from staff or management for their role in the damages and ordering and delivery delays. I am absolutely disgusted with how this business is operated and how customers are treated when things go wrong. Do yourself a favour and don't even waste your time. Our biggest mistake was buying from this company. We should've known better after being ignored in the store.

I deeply regret not reading the reviews before dealing with this company. The only person worth mentioning is Nikkie from the Charlottetown store — she at least tries to help. I went in asking for an automatic pool cleaner. They didn’t bother to ask which kind I needed, and as a first-time pool owner, I had no idea there were different types. Instead, they sold me a complete piece of junk called “The Bug.” It doesn’t even run. When I complained, they argued with me, insisting it does work. So they sent a guy to my place to “prove” it. He tried… and admitted it doesn’t work. I’ve also since heard that many people complain about this “Bug” model, but the store employee flat-out told me, “No, that’s not true.” When I asked for an exchange, they refused, saying, “You dipped it in the water.” Seriously? How else am I supposed to know if it works? Now, with the pool season nearly over, they’re still refusing to give me my money back. This is absolutely unacceptable. Poor customer service, zero accountability, and a product that should never have been sold in the first place. Avoid them at all costs.

My mother recently had a very unpleasant experience with a staff member at Island Hot Tubs and Pools. They have a set of drop in steps for their above ground pool, which included a light (this set of steps, by the way, is still pictured on their website). Last summer the bulb burnt out and my mother went in to see if she could buy a replacement bulb. It would have been one thing if they no longer carried them, but the staff member insisted that they had never carried them, and the light must have been something my parents just installed themselves. She was exceptionally rude not only to my mother, but also to her coworkers who were attempting to help. This has been our second experience with this particular staff member, and we will not be returning. We were able to buy a replacement bulb only from the manufacturer, and we'll be taking our business elsewhere in the future. "We service what we sell" evidently doesn't apply here anymore.

Makes commitments and then doesn't follow through or return calls. Can niether recommend Matthew Pulpit or the company as a reputable or reliable. Told us to buy a 16x32 oval liner. $800 + taxes. Then never installed. We went to install it only to discover he gave us the wrong measurements. Pool is 18x33. We now have a pool liner for sale.

I’ve had such a positive experience coming here this summer to get my pool up and running and keeping it perfectly balanced all summer. They saved me a small fortune as I was able to do it by myself for the first time instead of hiring a different company. Thrilled with how helpful, patient and knowledgeable they are. Highly recommend!