The Hot Tub People

***UPDATE*** DECEMBER 24th, 2025 Just wanted to add an update, and revise my original rating of 1 star, to 4 stars. The reasons are as follows. Although the initial handling of the situation was fairly pathetic, dismissive and a far cry from what I could call customer service oriented, it was far from how it ended. Yes, the tub was clearly defective from the start, however after my wife got involved, and was able to speak with a lovely person named Reanne, we were able to move forward. Reanne was able to coordinate a time for an amazing technician, Tony, to come out, and for several hours, search and finally locate the leak. Tony was then able to return, and with a fair amount of effort, fix the leak. Hooray! … or so I thought. I took photos immediately after, and began filling the tub with chemicals, hoping that this would be it for a while! Time to enjoy! It wasn’t to be… and the thing still continued to leak, inches per day. I took photos immediately, and sent them off to Reanne for a bit of an update, and timeline. She called me very shortly after, and informed me that she would be replacing the tub. No more questions, no more testing, no more waiting. This was within the week up to (few days from) Christmas mind you…. The tub was replaced the 24th, morning. The guys, sorry I don’t know your names, again, you’re awesome. I’m very impressed with how an unfortunate situation that started out bad, went to worse, was able to end at well handled. Thank you for your support Reanne, and your time in the cold, Tony, and efforts, crew. ———————————————————— I wish I could give zero stars but unfortunately that’s just not an option. This company is beyond pathetic at customer service. The brand new hot tub we received was leaking, and I was told… we will come immediately and fix it. Great, I thought that meant like soon? Not in a couple weeks… then finally show up, to a leaking tub… told I have to keep it topped up and running, with additional equipment to keep heating the area, constantly topping it up. I asked who was going to pay for the added costs? The company said “it’s typically the customer…”. I’m sorry what?? It’s a brand new tub, there shouldn’t BE any typically here! Refusing to provide a copy of the warranty and trying to brush their hands of it. Lucky me. 13k tub used twice. well worth the 6.5k per soak. Pathetic. Absolutely disgusting service from a company that claims it does so much business.

Hate having to write bad reviews, however... I purchased my new Wellis hot tub from them roughly 3 years ago. Started leaking about 4"/week. I reached out for quick service response per their recorded msg, by completing their online service request, on Labour Day weekend. After hearing nothing back by the end of the week, I called in. Apologies for their oversight recv'd and accepted. They were going to text me a service payment form before end of day. I didn't recv it. I called back Monday...left VM. Nothing back. I called again Tuesday... again, nothing back. I drove over an hour Wednesday to tbe store, no one could help me accept a poor sales guy who took the brunt of my frustration unfortunately. But, he did assure me someone would call me next day ( Thursday). And??? That's right, nothing again. Friday I got a call again with... apologies again. Emailed my the form, I completed and sent back as I said I would that day. The following Wednesday they call to tell me service is booked for...Oct 1st! This is a month later...but hey. Confirmed 2 days prior that tech will call an hour out from arriving. That didn't happen, however the friendly tech...apologized, and said calling wasn't conveyed to him. Left them to do their tech things. Come home to find techs had left, however panels were loosely placed. I recorded water level and sure enough still leaking. 2 days 1". No one leaving any record of repairs or work completed..nothing. I called in Friday Oct 3rd and was told they will call me Monday when they'll have a better understanding of what parts to order. Huh??? And...again, no call. I called Tuesday left a VM, but did get a call back by end of day 🙃. Was told next service date available is end of Oct! Seriously??? I'll be 2 months..and nothing guaranteed even then. I don't know how they stay in business ...or do they? If I ran my business like theirs in run, I'd be out of business a longtime ago. I wouldn't recommend purchasing from here Update: service showed up a week earlier than expected, and performed their work. My tub no longer leaks and thanks for that. However, re assembled to this quality is frustrating (see pic). The tech also informed me to check my text msg spam folder. ( thought that was only for email)...low and behold, the text msgs that said were sent were in fact there! Apologies! A better communication system or follow up may help prevent this inbthe future.

Bought a Wellis Taurus Tub in July 2023. Buying experience, delivery and install were good. However, they obviously do not have enough personnel to service their product. Early on, we required a faulty valve replaced and it took 3 weeks before a technician could attend. They did and it was replaced free of charge. Now, two years later, with a year of warranty remaining, a seal behind a jet has cracked and has resulted in water loss. It may not be covered under warranty because I don't have a record of my chemical maintenance since purchase. The waiting list for service is now 4-5 weeks. It would seem that parts can only be sourced through the dealer from the manufacturer. All interactions with employees have been professional and helpful but a "wait" time of over a month for servicing doesn't seem within the range of reasonable. Stuck waiting ..... Update: October 23,2025 Two visits. One to assess and one to correct problem. All done. They’ve added another tech to improve wait times which should be helpful moving forward. Tony, our tech was excellent. Worked efficiently, communicated well and provided valuable information. Communication with service department was also professional and efficient. They always got back to me the same day and kept me in the loop. Hopefully they are successful in recruiting more “trainable” techs who are proficient in their craft.

We purchased our hottub here, happy with our final selection. The sales person was patient and help us throughout the process as we were also building a deck around the new tub, so timing was also important. The spa was delivered by the team set into place, was cleaned, lid and lifter installed ready to go. Water was delivered and hottub would not run properly. The service department was excellent and sent out a very knowledgeable repair and service person. Our electrician had wired the spa incorrectly. It was rectified and small repairs were done to outside of tub. Second service call was that spa pack was tripping the hydro off. Again another excellent service person came out, the heater needed to be replaced. Ordered and installed within 3 weeks. Love my hottub with 68 jets very therapeutic as I have some back issues with age amd am in the spa everyday. The hottub people continue to advise and help us always with ideas, education and or service as needed. The best service team you will ever get, Jay and Tony from service in the field are great and knowledgeable and trustworthy to look after your spa and property. It's been a great relaxing experience with this company. Use the Hot Tub People for your own excellent experience with spa comfort and relaxation/ relief. Thank you. Ken Ansell

The Hot Tub People were recomended to me. We ordered our Hydropool spa from them. Unknown to us Hydropool was going to drop them as a dealer. The only reason I am giving them 2 stars is when Hydropool sent the wrong spa and would not do anything to compensate us, The Hot Tub People gave us free stairs. Very nice of them. Unfortunately, we had a lot of problems with the pool. The biggest problem was one pump would intermittantly stop working. The Hot Tub People said they would send someone to replace it. The guy showed up and I asked where the pump was. He basically said he was going to try something first and he did bring a relacement. He did nothing and left. We never heard back from them. They never fix the problem and we were left high and dry. I would not recommed using this company! We have had the tub for almost 18 months and are still having issues that have never been fix.