California Spa & Fitness / Hydropool London

I bought a hot tub and had several problems requiring many visits. The company covered the visits until the warranty expired. Although the hot tub never worked properly, once the warranty ended the parts were replaced and I was out of pocket 1700. Never again. Stay away!

Highly do not recommend. Bought a hot tub in Oct and we are still having issues. First they tried to give me last year model for the same price but when it came it was dented so the manager did fix that situation and sent us a new tub. Which was done but the new tub some of the lights do not work. Not a big deal but obviously wanted fixed. I have emailed, text and called the store and left messages since Dec 11 and have been ignored. The other guy at the store seems great but do not buy from the manager Mellisa. She will tell you things but will not follow through and will just ignore you hoping that you just go away. Look elsewhere

My husband and I bought our first hot tub from Hydropool and had the best experience. Rennie has been extremely helpful from explaining the differences between the hot tubs to setting us up with all the supplies we needed. He even came to the house to further explain how to use the chemicals and go over the details of the tub. The people at Hydro Pool are always available to help, never make you feel rushed, and are generous with throwing in extra gifts! We are very happy with our purchase and love the therapeutic massage. Overall a fantastic experience.thank you Hydropool!

We did a lot of online research before we chose three local hot tub dealers to visit. Hydropool was the obvious final choice, partly because of their self-cleaning Signature series tubs. Also important was the incredible sales team at Hydropool London. During our initial visit, Melissa spent over an hour with us showing us all the features of the different models as well as discussing considerations such as chlorine versus bromine. We were even invited to take a dip in their working hot tub. On subsequent visits when we’ve had follow-up questions, the service and advice has continued to be excellent. We would recommend Hydropool London to anyone.

Have had very disappointing customer service. Melissa started answering emails and calls but now refuses. Vince has been a help when available. Service is very slow to respond when problems.
There has been a definite drop in the operation of this company. Would not recommend.

Love how extremely helpful the staff is, and esp Vincent! I appreciate all the help with the chemicals bc it can be a little confusing. Wish it was open Sundays but we work around that.

Love my, tub love the service. It was the best "Covid" purchase we made.just had gor over a year and still use it weekly or daily sometimes.love it

They sell a great product but no longer have a service dept. There's other companies in town who sell similar quality products and service what they sell.

Great service! We have been having our hot tub serviced for 15 years. Now we are buying a new hot tub from them!

From the retail experience to the maintainence, the staff at Hydropool London are fantastic. Shout out to Vince and Rennie for their help today!

The staff are friendly, knowledgeable, and eager to help. The product is suburb and the price is very reasonable.

Knowledgeable and friendly staff. We researched a lot of different brands and price points of hot tubs and Hydropool was top on the list for quality hot tubs, best prices and a great service reputation. Highly recommend.

We love our new hot tub! We bought the smaller tub, Serenity 4300 and it is perfect for us. Love the neck waterfall massage. The grandkids also fit in with us nicely.
Marg and Dave

Melissa and Vince have been fantastic since we purchased our new swim spa from buying products, ordering accessories and treating our water. Top notch service!

Thanks Vince for all your help! I appreciated your assistance in picking out the perfect hot tub. Your knowledge about all the tubs was great. You answered all my multiple questions and helped us pick the perfect hydrospa for our family. I can't wait to have a soak in it soon!

After the changes at California spa and fitness, I have to agree with previous reviews on them and there new service provider hot tub plus service provider.
I booked an appointment to remove a salt cell and drain fill clean my tub.
Gave my credit card # to secure my appointment and agreed on a price of around 500-600$.
Keep in mind my tub worked perfectly before they came.
They came in a California spa van, ran chemical threw tub for a hour drained removed cell and filled. Me and my wife where home.
I checked in with him a few times on and off.
Close to the end when he was just about finished I looked out and he was replacing the spa pack on the tub, I asked what was going on and if it was a warranty part. He said yes it’s warranty your spa pack has a letter Y in it and we have had issues with them. I said ok well if it’s not don’t put it in. And he packed up and left.
Come Monday I called hot tub plus with no answer, and again and again! I left a message and Tuesday my wife called from a different # and left a message.
We feel a conversation was warranted.
Tuesday my credit card was billed 1800$. And the so called broken part was not left behind.
I called Mastercard and they said because I gave them my # without a paper quote I'm on the hook.
I called California spa and pressed #1 for sales instead of#2 for service and they informed me that service was not the same company and they could do nothing.
In short be carful it’s a shady situation it appears California spa is trying hard to hold the picture that they do have in house service which they do not. And hot tub plus is a shady company that will steal from you and California spa will do nothing about it.
The service tech did a great job at what he was supposed to do. Why he didn’t confirm that I wanted parts in my tub is beyond me.

Great customer service from Vince! Thank you! We had a wet test and he explained all the features of the swimspa. We put down a deposit to hold as we researched how to install into our backyard. Even though we need to delay our purchase to a future date the refund of our deposit was done quickly and efficiently. There was no pressure selling and Vince was very friendly and communicative! Thanks again. Great experience at this store

When 3 years ago I purchased spa / pool from this company, the service was outstanding. Opening and closing was done very professional and cost $180. Since then things drastically changed and service became non existent. This year, I booked an appointment first week of June to open my pool. Paid almost $ 500 just to realize that opening wasn't done properly and water is coming out. Call the company to book an appointment to fix the problem. Was told that I have to wait another week as they are very booked, though it was company's screw up. On a day of appointment received a phone call from company with the news that my appointment has to be rescheduled again because company's truck broke down and I need to wait another 5 days. At this point I lost 3 weeks of great weather, spend $500 for service I did not receive and had to miss 3 days from work, which means I lost money. Worse company to deal with. Seems like management or ownership changed and new employees do not care about service. Worse company to deal with. Take your business elsewhere to avoid frustrations and financial rip off.

The gentleman that helped us. Was very informative on all the products. And helped us decide on which one to buy.

We having been dealing with Kayoun who is new at the store. He was very knowledgeable but if he did not know the answer he was quick to find out. Prices were comparable to all other shops we went to for similar products. What sold
Is on the 770 was the design and the easy of use! Kayoun keep up the great work!

Excellent Service from Melissa! Great trouble-shooting and assistance when called! Thank you. Would never hesitate to recommend California Spa and Melissa.

Not the greatest experience
Came in asking for advice about water testing and quality, (i have no idea about hot tubs just looking after my in-laws place since their gone for a while and they bought their hot tub there no more than 2 yrs ago)
I showed the stuff the testing kit we have and they literally laughed at me right on my face (totally unprofessional)
Saying, we dont use that, thats outdated and so on
I know it was hard for them to know what kind of hot tub we have but they could have at least tried to help
Really felt ashamed.unfortunately

My wife and I purchased a new salt water Hydropool spa and I have to say that it has been a nightmare.
Richard and his sales staff were a dream to deal with. Unfortunately the hot tub is the nightmare.
The tub is three years old and we have now experienced our fourth leak. The first two were leaks due to the plumbing not being glued at the factory (The service Tec told me) With the latest leak, the tec was unable to repair as they do not have the part but we received a bill even though the tub was not fixed. We have a saltwater tub and it is costing us a small fortune to keep the salt level up since we have to add water weekly.
We spent 18K dollars on this salt water hot tub and I am really regretting it. If this continues we will get rid of it and buy a new one from another manufacturer.

We purchased a hot tub second hand that was originally purchased from California. There was a leaking part that needed replacing and Derek handled the service call to replace the part. Derek was friendly and positive despite the pouring rain he had to work in! He replaced the part quickly and was happy to answer quite a few questions from newbie hot tub owners. A great experience, thank you!

Richard was our salesman and from the day we started enquiring to after delivery he was always there to answer questions and make the hot tub buying experience a great one. We have had our tub for a month now and loving it. The two fellows that did our delivery were amazing Ryan & Greg you had so much patience when the tub didn't fit in the gate and waited while we removed fencing to get it in. Thank you all!

Edit: We still enjoy the tub. Their support was fantastic and really followed through on a significant problem.

They still have great support and great products. But they don’t sell the ‘salt water’ style tub we own. And sadly Canadian environmental regulations now forbid them, from any manufacturer.

They are helping us transition with our existing tub.

They priced for us three times over a couple years as we just had trouble pulling the pin. There was never any pressure.
We definitely feel we got exactly the right tub for our needs at a fair price. And the service has been above and beyond.
They came and looked at our site twice. First to confirm the tub could actually be moved in to our location (an awkward spot) and again later to determine best placement. The third visit was instructive on the care and maintenance of the tub after they delivered it and put it in place.
We couldn't have had a better experience.

A Genuine Thank You to Richard and the entire team. The service from our initial phone call to delivery was in a league of its own.

We had never purchased a hot tub before. I would gladly recommend California Spa to anyone.

Regards,

Stephen

Richard was our salesman and from the day we started enquiring to after delivery he was always there to answer questions and make the hot tub buying experience a great one. We have had our tub for a month now and loving it. The two fellows that did our delivery were amazing Ryan & Greg you had so much patience when the tub didn't fit in the gate and waited while we removed fencing to get it in. Thank you all!

When we decided on purchasing a hot tub we visited many different suppliers and chose California Spa and fitness because of the salesman (Richard). The delivery team was very professional and friendly even though they worked thru constant rain. We had a slight problem with our initial start up with the tub which was quickly fixed by there service technician Nick. Very pleased with our new tub and look forward to spending time relaxing.

Great service, friendly and helpful. The delivery men went overboard with their help and setup. Richard was exceptional with his demonstration of maintenance and tools, I feel assured their service will continue as needed.
The hot tub is awesome as well.

The product and sales division is fine to deal with. The trouble is the service required following installation. The start up procedures were very vague and dealing with the service manager is frustrating at best. In my dealings over the 6 years, I’ve found Nick to be extremely ignorant towards his customers. The service division has also missed service calls and don’t do much to follow up and fix the situation. I’ll be using another repair service from now on and when I replace my hot tub soon it will not be with this company.

Fabulous experience and very happy with our hot tub purchase! Richard was very knowledgeable about the product and made the decision to purchase easy. The delivery crew were very professional, helpful and made sure they placed the tub in exactly the right spot. The icing on the cake was Richard giving us a run down on features after the tub was installed and operating. Would highly recommend this team and company!

Very friendly and informative sales people. We purchased the tub and it was delivered within the timeframe given. The delivery team was professional and made sure we were happy with the placement of the tub and gave us a quick overview. We are going to be given an in-person lesson on how to use and maintain the tub shortly. Overall I am extremely impressed.

My wife and I had a great experience shopping for our new hot tub here. Richard was great to deal with, very knowledgeable, not pushy, and helped us get close to our budget which we very much appreciated. We haven't got our new tub yet, but we are very excited to try it! Highly recommend!

We purchased hydropool hot tub back in January, Arranged for delivery middle of July.
Richard was very knowledge helping us to make informed decisions And arrange for delivery.
The delivery crew that dropped off the hot tub and installed cover were fantastic very friendly.great experience overall
Richard came out and explained tub and chemicals, thanks again Richard for all the continued help with the chemicals.
I felt confident with California Spa crew that I approached Richard once again to purchase the Hoist MI6 functional trainer.
Thanks to Greg and Chad for the installation and setup of this functional trainer, They were both excellent and great to deal with, set up trainer and took away all the packaging.
I had a issue with one of the jets in the Tub, Derek came out and replaced it, spent the time to explain more about the chemicals.
Overall the experience with the California Spa team has been outstanding I would definitely buy from them again.

Jamie Britton

Great experience the first time 15+ Years ago that’s why we can back! Same great service from the sales staff to the service guys. Highly recommend!

Our experience purchasing our hot tub through here was fantastic and well worth the wait. Richard, our sales representative was amazing! He found us the tub to suit our needs perfectly.
The at home consultation provided is above the top, and really helps first time tub owners to understand how to maintain and use their tub.
Service department is also top notch! Wonderful to deal with and extremely helpful.
Nick And Derek were amazing and helped us more than I could have asked, they went above and beyond!
We will be returning customers for sure when the time comes. Thank you to everyone who helped us there. I highly recommend going to California Spa and Fitness to anyone who is looking for a hot tub with a hassle free non pressure environment!
Richard, you were better than adequate!

We purchased a hot tub and dealt with Karen. We had an amazing experience from start to finish! I would highly recommend Karen and California spa & Fitness to anyone looking to get a hot tub! We were very satisfied with our experience!

Under the less-than-ideal circumstances of the pandemic, Richard and the team did a great job meeting our needs. We sometimes received news we didn't want to hear (e.g, unforeseen delays) but communication was always open and honest. The delivery and installation crew were also excellent. Richard continues to be a phone call away to answer our questions. We look forward to working with California for years to come.

We recently purchased a hot tub and are very pleased with our purchase. Richard answered all of our questions, including coming to our home and guiding us through the maintenance procedures. Delivery and installation was seamless - delivery guys were great! Thanks so much to Richard and the team for making this experience simple & enjoyable - highly recommend California Spa & Fitness.

My daughter and I recently visited the show room to test a hot tub. Richard was very friendly and helpful, took plenty of time to show me all of the options available to me with a no-pressure approach. He was available before and afterward for any questions I had. I tried 4 of the major hot tub brands in the city and Hydropool is high quality and the prices are fair. I would definitely recommend California Spa and Fitness to anyone looking for a hot tub. Plus, they have some models in stock that can be delivered within a few short weeks! Bonus in a time like this when 18 weeks is the standard wait time.

We just bought a hot tub and are so very happy, especially with Richard. He explained everything to us so that we understood. We highly recommend California Spa. Thank you so much Richard! June Devine and Dave McCallum

Several months ago, prior to the epidemic, my wife as advised to get a recumbent bike as an alternative to a treadmill. We bought on at California Spa and Fitness in London. By the end of two weeks, I realized that I did not have a physical makeup which would allow me to use what we had purchased. The California Spa and Fitness took back their bike without question. I feel their actions were more than generous, and I was very pleasantly pleased. They deserve all of their good reviews.

We had a wonderful experience here especially in this difficult time of the pandemic. We didn't have an appointment but when we called Richard had let us come in before his next appointment arrived, he provided us with the face masks so we could go in and talk with him. Richard was very informative on the questions we were asking as this is our first time buying a hot tub. Very professional, very respectful I would highly recommend California Spa and fitness to all my friends and family. Didn't have to wait too long for delivery as it was coming in less then 2 weeks. I can't wait to enjoy our hot tub and be able to relax. Thank you very much Richard for all your help and your kindness through this pandemic.

We purchased a hot tub and we couldn't be happier. Richard was awesome to deal with. He is very knowledgeable and answers all of our million questions that we had. He even came over to our home afterwards to walked us through all the maintenance and explained how everything works with the chemicals. The delivery guys were great. Delivered everything smoothly and professionally. Super nice guys! I highly recommend California Spa and Fitness!

Website doesn’t work. Try to contact them about an item and it just keeps saying “you’ve submitted the form too fast”. Okay then.

I order a tub through Richard it was delivered with in 3 weeks that’s concrete electrical and tub installation all done in reasonable time the team at California spa and fitness awesome. Highly recommended

We have had such great experiences with California Spa and Fitness! Their customer service is amazing, very friendly, timely and easy to work with.

Took a chance and visited the store for Boxing Day deals! Now I’m looking forward to the delivery of my “desk” treadmill! Great prices and service, Thank You!

We were interested in buying a sauna for our home since both my husband and I are at an age where we have been having some aches. Karen was extremely informative when we were inquiring about the different types of saunas and explained in detail the benefits of the different kinds. We are looking forward to getting our infrared sauna next week and being able to use it as our schedule allows. Thank you so much, Karen, for giving us such a thorough explanation.

Richard was excellent work with and really knows his stuff. He will make sure he checks all deals to find you the best possible price.very honest and trustworthy.

Service team are all over things and quick to reply.

Recommend him and California Spa & Fitness highly!:)

I've been to this location a few times and got exactly the help I was looking for. Once they supplied me a part that they had in stock. The second visit I was directed to another supplier and they carried the fuse I needed in their stock. Great job guys!

I purchased a Sauna on the weekend. Richard is great to deal with, very friendly and knowledgeable. I was impressed with my experience at California Spa and Fitness and would highly recommend them.

We purchased a hot tub August 2019 and needed a minor repair to the one headrest. Our service technician was very thorough and didn't leave until all my questions/concerns were answered. Since learning about turning off the air flow after use, our foaming issue has disappeared!

Very helpful, informative and personable customer service. Thanks especially to Richard Gagne who is very knowledgable about fitness equipment and hot tubs.

Richard Gagne did a fantastic job helping me through the entire process of buying my new hot tub. From the initial sales conversation in store, to follow up questions, to my at home initial consultation I was very impressed! The delivery guys/installers were also very helpful and cared about me being happy with everything and also took time to explain basic functions to me. Overall I would definitely recommend California Spa and Fitness!

Replaced our 15 year old hot tub. We bought the previous one from Tom at California spa and pool and most recently our brand new tub from Richard along with automated Covana cover. The fact that we are repeat customers probably says it all - just an excellent sales and service teams who really know their product.
The sales experience has always been top notch, no pressure and lots of patience. As our new hot tub was larger we had the service team, Nick and Chad both preview the necessary entrance and foundation and electrical requirements before making any sales decision.
Throughout the years the service has been exemplary, prompt and any warranty related issues dealt with professionally. Having said that, these Hydropool hot tubs are really low maintenance (compared to a pool) which was another reason we choose this brand tub.
Kudos to the sales (Richard Gagne) and service team (Nick, Chad and crew) - will buy again in 15 + years.
Ian and Louise

Tom was very knowledgeable and helpful in choosing the sauna and karen was also very knowledgeable and supportive in the decision of what sauna we would get for our daughter as a gift. So much support in the surprise gift and a great sales team. We are excited for the delivery and setup and anticipate the same service as it felt like everyone had expertise in their areas. See you soon.

We purchased our hot tub in October of 2019. The sales process was very relaxed with no pressure. The delivery gentleman were excellent and were patient with us while we figured out the best spot for the tub. The after sales service has been great! Most importantly, the hot tub is awesome!

We bought the 'Swim Spa Aqua Sport 14 feet' (for swimming all year long and for enjoying after longue days at work as a Spa) we loved it so far since we got it this August 2019. Richard at the sale service was great from star to finish he explained everything with patience and gave us all the informations we were needed to make sure we could enjoy all the feature the swim spa offer. The installation and the service for follow up were also great with small little delay but as August is a very busy time for Spa we do not think it was out of normal, saying that the staff kept all very professional each time we had to be in touch with them, as one piece broke the first day we got it and it was fix in few weeks after without any cost or inconvenient.

Don and Diane

Karen is very knowledgable about hot tubs and my wife and I enjoyed the no pressure sales experience at California Spa. After looking around London area we decided to purchase our 2nd hot tub from Karen! Would definitely reccomend California Spa to anyone considering looking for a hot tub.

We have been very pleased with their experience and knowledge. We didnt feel any sales pressure and were very happy with the customer service we received from Richard.

Customer service both in store and at time of delivery of our hydropool hot tub was amazing. Everyone treated us like our business matters. Each person we dealt with was very knowledgeable and professional. A 10 out of 10! Thank you Richard and the delivery team for making this a wonderful experience. You Rock!

Lise Egerdeen & Mark Crenna

We bought our first hot tub a few weeks ago. Richard and Karen vere both very helpful and knowledgeable. They helped us to select the right product to fit our budget and explained all features and options professionally.
Great experience.

We had been to a few different stores in search of the perfect hot tub, and just couldn't find what we wanted. We did some more research and found California Spa. When we came into the store Rich introduced himself and was extremely friendly and welcoming, he showed us a few different hot tubs and what their options were. Rich was able to answer all of our questions and was extremely knowledgeable. The delivery men came out on a Friday afternoon and were very professional and answered any questions I had about the tub, they made sure everything was in order and that I was completely satisfied before leaving. We have been using the Hot Tub for about a week now and love it! Thank you to Rich and his team for an amazing experience and we look forward to a continued relationship with you.

The owner and employees were very helpful, friendly and knowledgeable. Karen was great and I fully recommend anyone looking at their products to shop here.

We are very happy with the service that we received from these guys in purchasing our new tub. They answered all of our questions from what to look for in getting our tub. To advise on how to build the base.
To setting up and the delivery of our tub. All the folks here where friendly and helpful. A special thanks to Richard for all of his help especially. We would recommend California Spa and Fitness to anyone.

Richard and the team from start to finish have been excellent to deal with! The delivery guys put our tub right where we wanted and did it with a smile! Thank you to everyone at California Spa & Fitness!