Glacier Spas

We ordered our new hot tub and waited months to get it when it finally arrived it was the wrong colour and wrong colour cover. They promised they would at least change the cover and send us a new one. Upon many phone calls and promises we have never received it and when we call and say our name they hang up on us so obviously they will never make good on the promises they made. Don’t waste your time and money on this company they are the worst for customer service and will never make good on the deal with customers. Save your self the time and hassle. Take your business elsewhere

This negative review stuff is not something we would normally do but we are at our wits end. We purchased a Signature Series A90 from Steve Rinella and Glacier Spas at the Toronto Boat Show in January 2023. Despite assurances from him that we would have it delivered in early February (Do you trust me? -his favourite line) and sending photos of the area that had been cleared of snow to allow delivery to take place, we received a plethora of excuses and the tub wasn't delivered until April 4th. It was damaged and the blower didn't work. Then the top side controls started bleaching white despite using the chemicals Steve included in the purchase and amounts including frequency and filter schedules as directed by him. We were later advised by him it was a plastic problem and that GS would replace the items. We shocked the tub as directed within the first week and the plumbing spewed all kinds of orange coloured gunk. It took forever to clean it. Funny we were not told to expect that. Despite their website claim of outstanding service and Steve's claims that they had clients further north than we were (Kawartha Lakes) so there would be no problem getting service if we needed it, we couldn't get a service tech to come to our place until July 3rd. That's three months! Tons of excuses and a lot of ghosting by Steve and the Service personnel. Other negative reviews of this company display the same behaviours. Not so outstanding!
The tech came and fixed the blower (programming issue by the retailer or mfg) but he left only completing part of the job. The damaged panel was not replaced despite assurances by Steve that it was in his warehouse and would be given to the tech. More diverters were leaking AFTER he left than prior to his arrival and he didn't have the necessary parts to complete the replacement of the bleached topside controls. (that started just 3 days into using it). We were told by him that the service manager (Hamza G) would be in contact with us by the end of the week to reschedule a follow up service call. That NEVER happened despite us reaching out on several occasions. Ghosting at its best! We used the on-line service requests in addition to on-line chatting as directed by Steve with zero results. The tub plumbing started leaking soon after the tech left on July 3rd and we sent photos to Steve and the service department. Crickets! The new black topside parts were turning white after only three days again. (we switched to bromine after that) Steve, when visited at the CNE at their booth, steadfastly declined all knowledge of texts or emails being received from us.
Fast forward to the present. Hamza reached out, asked for an itemized list of the deficiencies. He received them and apologized for not replying sooner. He said he would review and get back to me.that NEVER happened! Another Sales/Service employee Lucas, texted us but the service and stated we would have to pay a service trip fee premium of some $285.00 before they would come out to fix the leaks. They NEVER asked for a trip fee for the first service call so we asked Hamza why one was being initialized now, even though the follow-up service call was never made and some of the repairs that are required are leftovers from the first call. No answer. I also asked him who the President/CEO of Glacier Spas was and who the actual manufacturer for the tubs is and where were they located. Crickets again. So here we are, Glacier Spa A90 hot tub owners for almost 6 months, stuck with a damaged, malfunctioning tub that we paid cash for, oh and we can’t obtain a copy of a written warranty either. We can't get a service tech to fix it. We've read the previous reviews and those on the BBB website regarding this company. It seems the negative reviews are closer to the truth than we were lead to believe they were. We were duped by a slick talking salesperson so shame on us. Hopefully it doesn't happen to you too.

Bumped into a sales person at the cne and wasn't helpful and rude. Please do not waste your time visiting them.

Went to Glacier Spas with zero knowledge about hot tubs. I had the pleasure of meeting Lucas, he was kind and had lots a patience for all my questions.he also messages me a few days later to see how everything went with my set up. Such great customer service, which is hard to find these days. I highly recommend this company.

Carol

Steve and Lucas have been great! From time of purchase to their quick follow up on the many questions. Very open and honest, outstanding customer service and support. They also provided a hot tub “school” which was very informative.

Booked my huge tub J89 7seater 69 jets in JAN at the boat show, glacier spa kiosk. Though a random visit but great and trusted exp from start till April delivery. Lucas amazing guy. Very understanding and flexible. We got a great price.upgrades incl BT sound, LEDs, lifter and 4 season northern cover. Works great so far and excellent efficiency with hydro cost. Great place to check anyone wants a tub. Better than name places I shopped. Comparable size quoted around 22000 many places. Great size, price, reasonable great features. So far happy customer.

These people dont respond to any issues with their tubs. We bought from Steve Rinella (who told us there would be NO issue with service- our first question) at the Home show 2022 and had delivered June 2022. We live up north of Bancroft. After many months of issues, now a bluetooth speaker is not working and we are getting ignored on service for this. Constant emails/online requests for service and phone calls are not being answered regarding this. We are also waiting for a new skin for our tub lid (as they will not replace the lid). Told it was at the warehouse to be picked up (4hours away) and then no it is back ordered.again. As of today.back ordered again for another 2 months. And still cant get any answers on speaker. They will leave you hanging.or just ignore your issue.

It's been a pleasure dealing Lucas & Hamza. They have both gone above and beyond with answering all my questions and helping me enjoy my hot tub!
10/10! Thank you

This company is a joke and fraud. We ordered a swim spa in March 2021 and never received it, then the company then asked for more money for delivery. They were reported to the BBB and they never responded. We got our money back for our deposit with our credit card company. They have lost our business and others as we had people very interested in our purchase. Good luck one dealing with them!

Amazing team at Glacier Spas, easy to work with, we had to move our spa a couple times due to construction and the team was on site at the right time to move the spa. The spa is amazing, we use it every night, the spa itself is easy to use and maintain.

Came by looking for a replacement hot tub part, Lucas and Hamza took care of me and helped me find the part I was looking for, would definitely recommend coming by for your hot tub needs

We saw the Glacier Spas display at the Toronto Home Show and were impressed with the options and friendly service. Lucas spent the time with us to explain the differences between the various tubs and sold us an amazing hot tub for a great price. Looking very forward to receiving our tub and doing Spa school for all the details on how it works! Thank you!

Steve was incredibly responsive and quick in solving some issues I had with a message on the hot tub that I couldn’t fix. He took the time to guide me step by step and issue was gone! Was really impressed with the response time, and we have been enjoying the hot tub at our cottage for over a year now.

I recently purchased a swim spa from this store and I couldn't be happier with my purchase. Lucas, the staff member who helped me, was extremely helpful and knowledgeable about the different models available. He took the time to listen to my needs and recommend the best option for me. The installation process was seamless and the team was professional and efficient. I've been using my swim spa every day since it was installed and it has exceeded my expectations. I highly recommend this store, and specifically Lucas, for anyone looking to purchase a swim spa – you won't be disappointed!

Your response is absolutely 100% false. First off the delivery was initially set for October 2021. Our home build was delayed, so I requested a refund. You tried to charge me additional for re-stocking an item in inventory, which was never in inventory. Then I reached out in January 2022 to schedule a delivery and was told NO delivery would be scheduled unless I paid 100% of the invoice. Deliveries were running May / June 2022. How could I possibly pay out that much money to a company that had done nothing to earn any trust.
Steve never responded back to me. He took an order and then pawned me off saying he doesn't make those decisions.even though he is an owner.
The spa was not a custom product, it was exactly what is on your website.
According to Consumer Protection laws, you have no right to keep my deposit, regardless of what the invoice says. You have zero legal rights to the money you stole from me.
And please stop lying about trying to reach me. You had me email and phone number which has not changed. You never made any attempt to reach me. You simply stole my money. That is the full story

Beware giving this company your deposit. Do your research. If anything changes, they will steal your money and continue to lie and bully you.

What amazing service! I was having electrical issues that had nothing to do with the actual hot tub but Hamza and his amazing team came out quickly to help me isolate and resolve the issue. On top of that they go out of their way (even on their day off) to meet with me to provide me with supplies to keep my spa clean and working well. THANK YOU GLACIER SERVICE!

Humza at Glacier spas was great and responded to my motor issue right away and had it fixed in no time

It took a while to get our Executive Swim Spa due to COVID’s back log but Steve was always there when we followed up and provided updates. Once the swim spa was available for delivery Glacier Spa’s made the process go smooth and easy. We have always receive an amazing customer service and support from the Glacier Spa Team after purchasing our swim spa. We are stunned with the product quality as well.

Bought our Glacier spa S84 from Steve at Toronto Home Show in April 2022. We were having a few issues with hook up and then after tub was up and running we had chemical issues as well. I left quite a long message to Steve from Glacier (on a Sunday morning actually) and by Sunday afternoon i received a call from Lucas at Glacier and he walked me through the fixes i needed help with. Thanks Lucas. I have to say i was pleased with their customer service for sure. Thanks Glacier Spa.

Honestly one of the best purchasing experiences we have been through. Lucas was great with us from start to finish and beyond. We love our hottub and enjoy it regularly, it works great and it is amazing how well it retains the heat. The delivery went really well and they are so accommodating. Highly recommend if you are looking to purchase a hot tub.

Our experience started off poorly, but Steve has come through with a resolution to benefit all. Many thanks Steve.

Extremely disappointed. A hot tub is a large monetary purchase and you expect to get what you paid for. Glacier spas delivered the wrong color hot tub to us a year ago and has promised that we would receive the hot tub that we ordered and we are still waiting over a year later. In fact, not only did we get the wrong product, the company is no longer responding to us.

What a great experience Purchasing my hot tub with Steve from Glacier spas he was amazing to deal with always responsive polite and got me the perfect hot tub for me and my family definitely recommend glacier spas and Steve to everyone

We ordered our Executive Swim Spa back in May 2021, with an expected delivery date of July 2021. We are now in late September 2021, and it is unfortunately impossible to get in contact with Glacier Spas on any of the numbers we have.
We are still waiting for the swimspa, the pad is ready and have been so for 3 months now waiting for the spa.
Steve was extremely responsive in the sales process, but after the deposit it has been close to zero response (received one text in July stating that delivery was to be early Sept).
Very frustrating process, not so much the wait - but not knowing what is going on or getting answers as to when we can expect delivery (or if we can expect delivery).

The staff, customer service exceeded my expectations.
Absolutely love the spa I purchased.

Can't get anyone on the phone nor a response via "service request" online for months. Visited shop and sales lady refused to help stating "online only service. " Trying online since March. Looks like this is the only way to get a response, to post a bad review. Speakers rusted, Bluetooth failed, pump issues all within a year of purchasing. I'm hoping to get a response now that I have taken request public. - UPDATE: months of trying through their system and less then 24 hours after a public complaint we get an answer. Apparently our fault, and pay to have a service rep out. Not quite the customer service expected for a $15K product. Still no phone call only email with no information on how much the "gas" will cost or how to book.

I would like to give a big thanks to Steve and Mary for their excellent service. We purchased a Glacier Spa Hot Tub and we’re extremely happy with it! We got it delivered and installed at our cottage all the way in Tobermory. They made the process super smoothe and easy. We’ll definitely be ordering from them again in the future for more!

Been promised a refund for a hot tub cover for a year and still getting the run around for my refund.

Absolutely thrilled with Steve, Glacier Spas and this hot tub we purchased!
Loving our new spa! We are very happy we went with Glacier Spas. We would like to give a special shout out to Steve for his excellent customer service! Delivery was great and hassle free. Great service from our dealer no complaints.
Glacier Spas offers a variety of hot tub models with varying capacity, seating styles and jet types. Hot tubs by Glacier Spas are ideal for those who want an entertainment option for hosting friends and family, and the tub's hydrotherapy options help people who want to relieve muscle tension or minimize pain caused by stiff joints. Adjustable jets provide full coverage of the neck, back, legs and feet to offer recovery and relaxation.
Love the open seating and the option for lounging we chose. Glacier Spas hot tubs have benefits like high-flow jet configurations, ergonomic seating, and customizable lighting.
If you are looking for a premium quality hot tub with premium customer service, support and expertise I would recommend Steve and his team at Glacier Spas

Thank You Steve!

We waited a little longer than usual for our tub, but that was expected with Covid going on. Customer service was amazing at getting back to me the multiple times i msged them about the eta of our tub. They had an amazing summer deal on that i just couldn't pass up. Got our tub and had a few hiccups, but customer service was amazing guiding us step by step even sending pictures when we needed help. Super excited to get in and using it! Everyone needs one!

I am a happy new owner of a 13ft pro series glacier spa. I was extremely lucky to receive my swim spa early June 2020. My husband and I ran into a hiccup when making the pad for the swim spa and we had to push our delivery date back by 1 week. Steve worked with us last minute and was very accommodating with adjusting the delivery date. We are very happy with our purchase and use it pretty much every day. My teenage daughters are loving it as well. We have discovered a lot of fun with the the jet/currents by floating on pool noodles and feeling like we are in a lazy river looking up at the stars.soooo relaxing. The power of the jets for relaxation and exercise are great. I was anticipating that I would see a large increase on my hydro bill even though Steve told me it is very energy efficient. To my pleasant surprise he was right and the increase has been very minimal like $20 if you're lucky. Above all the fun, relaxation and fitness the spa provides, it is a great Social Addition to our home. No regrets on this purchase at all and I would highly recommend Glacier Spas

We ordered our hot tub last year but thanks to the ongoing pandemic restrictions there were many delays. However, Steve and Mary always kept us updated on the status of our tub and did whatever they could to help us out. We were patient and it paid off! We finally got our tub and couldn't be happier! We are so grateful for the level of customer service we received and the quality is beyond our expectations! We are in love with our spa! Highly recommend Glacier Spas!

Just last week I needed post purchase help from Glacier Spas and they were there for me for even things not related to their product issues or service. I have a semi-recessed installation and needed to lift the whole Spa out to do some other work. Just a text away Steve, the owner offered best advice and procedure what to do, called back and their tech Andrew was dispatched with his professional service. We are living in the COVID-19 times and rally amazed from their prompt response, I want to take some time and express my satisfaction with Glacier Spas, starting from Steve who owns the place, Andrew the fantastic technician, and even the nice Viviean at the showroom always nice to respond to name some.
I have my Spa for about a year now, the 7'x7' lounger style semi-recessed in my new composite deck. I have been in construction industry for long and after sometime in the market for a new Spa, I went to Glacier Spa with a word of mouth from my contractors, not from any advertising or shows. With Steve, information of features and details of what you get for the money were straight and clear, not the cheapest but a very good and decent price for the quality, model and the luxury. Delivered as promised, spa school was good, products to use and instructions were great, a minor warranty call after delivery proudly ownered and resolved promptly by Andrew, the service tech replacing a faulty light after delivery. After a year now, the Spa is still a beautiful great product, sturdy sound system, pumps and all features working properly as expected. I am never hesitant to online contact them, message them for any issues or, even straight call in and get good advice if I have doubts with water quality and even hints how to get the best performance. Owning a this spa has been nothing but pleasure in our Toronto winter, using it almost every week and looking forward for the rest of summer season and years to come.

To close, I have nothing but positive comments for Glacier Spas, great product, great customer service and prudent ownership. Keep it up guys!

Ilir
Toronto

I am a hot tub owner for many years and as with anything after the warranty period, things go wrong. I bought my hot tub from another company and over the years of trying to find someone honest, knowledgeable about the product and with integrity about their work that can return calls when contacted, make appointments that they keep, explain what is wrong and how it needs to be fixed was “IMPOSSIBLE “. I tried many companies but in the end it came to always the same. 2 or 3 service calls to fix the problem, call after call till they return the call, missed appointments and so on.by a stroke of luck I found Umer Khalid, I called and he promptly returned my call, the problem with my hot tub was a bit of an emergency because of the cold weather and he had it fixed within a couple of days due to he had to wait for a part. Thanks Umer.very appreciated my friend.

My husband and I are new arctic hottub owners and we are very happy with our purchase. The staff were amazing, they delivered the tub and set it up for us. We had many questions about the chemicals that will keep the water safe and clean and they answered them with reassurance that if we forget anything they are only a phone call away. If you are looking to make a purchase, you should contact Glacier Spas.

I purchase a home that has a Glacier swimspa in the back yard. I was very impressed with the unit and the easy maintenance. Umer Khalid was my technician who came out and explained all functions as well as getting it ready for summer. Since, I was not interested in using it this winter, Umer came back out to drain the spa and properly winterize it. Umer is very knowledgeable and a pleasure to know.

I have been dealing with Glacier Spas for a few years now and although we have had some troubles with our tub, they have been able to accommodate us with exceptional customer service. Their tubs are amazing and I would highly recommend them.

We loved the first swim spa we purchased so much we bought the same one for the cottage. It has been the best purchase. There is virtually no maintenance, it is so easy to take care of. Then I found out that I can get wifi for the pool. That is on its way, so now when we leave home to go to the cottage I can turn the pool up so once we arrive I can swim the same night. How much better can it get! I would definitely recommend Glacier Spas.

Purchased an 8'x8' spa tub and loving it. Ahmar was amazing in taking care of things I needed after it was installed. Definitely recommend him and Glacier Spas

My family has been a Glacier spa owner for 12years. We were just at the CNE and met the most knowledgeable sales team. We were treated with kindness and respect. We have just upgraded to the nicest TUNDRA 42L. Can’t wait for the delivery!

We bought a spa tub from Glacier Spas 2 years ago at the CNE. After putting a deposit from another spa vendor at the CNE, we came across Ahmar from Glacier Spas, previously Save on Spas at the time. Boy we were glad we met Ahmar and the team. Not only was he informative and helpful but he was friendly and honest. After going through the different types, models, colours, and their pros and cons. We eventually went with a 6 person Dynasty spa with lounger and the bells and whistles and cancelled the other vendor.
After stressing about how to get the tub in our small backyard. Steve from Glacier Spas delivered our spa tub a week early without issues and got it to our backyard quick and painlessly. He also stuck around to make sure we had all we needed to get us going and advised us to go to the Spa school after couple of weeks using the spa. We met Vivian (another kind friendly soul) at the spa school who answered all our questions and advised us how to maintain the water and program the tub to keep it optimal.
Our family and friends have been enjoying our Spa tub ever since and have been dropping by the CNE to see Ahmar, Steve and Vivian to tell them how grateful we are with our purchase.

The friendly team at Glacier Spas have made our first Spa tub purchase experience a positive one. We have been recommending to our friends and will recommend them to anyone.

The only thing i will caution on is that if you’ve enjoyed the hot tubs in resorts or the cruise they will never feel the same again after you have your own spa tub.:)

I bought a 17 foot swim spa one of the best experiences in my life its easy to montane and I highly recommend this company

I wanted to express my happiness and satisfaction with Glacier Spas. I have always wanted a pool or spa in my backyard but did not think that I could accommodate either due to the small size of my backyard. I was thrilled to find out that the 13 foot swim spa would serve both desires. I am a first time spa owner so was a bit nervous about delivery and care. Steve from Glacier Spas has been nothing but professional from day 1. He guided me step by step through the delivery, installation and care. The Spa School was extremely helpful. I also really appreciate their on line chat, which is available 24/7 for support. Owning a swim spa is the best of both worlds - pool and spa - particularly in our Canadian winters. We just switched over from 'pool' to 'spa' and look forward to continuing to use it daily as the weather cools. I have nothing but positive comments for Glacier Spas, Steve in particular, who made the transaction a seamless experience.

We purchased a 17’ swim spa last year and have loved every minute. Our kids play in it almost everyday. We are very glad we went with a swim spa over a hot tub as the swim spa gets just as hot. Our family and friends love it. The more the merrier they say. Thanks for everything you guys did for us we love it and will truly recommend Glacier Spas to our friends. Thanks again, we are sure we will get many years of fun out of our purchase. It was well worth the money so far.

Amar and his staff were superb in helping me out with my situation! We have owned our infinity spa for 4 years without any problems what so ever! Anytime i needed advice they were there to provide me with all the knowledge. Very recommended business to purchase from! Hats off to you and your staff! Many thanks! Dennis (Georgetown)

First time tubber. The product is Wonderful, would recommend this tub and company to everyone.
Bought the tub at the Toronto Ex (not what we went there for lol) and got delivered shortly after the show was over. The delivery team was very good and easy to work with. Put it on my deck and gave me good instructions for setting it up. It was missing a filter but after some chatting online with the company l got the filter model number so I could get it locally (3.5 hr round trip to get to the showroom).
They gave me two more when I went for “spa school “ Thank you. As for spa school DO GO it was not a sell more stuff to you gimmick (but I did get a sweet lid opener and extra chemicals, because of the drive distance), they taught me a lot about the spa that I had thought I knew lol. Thank you

I used the online chat feature and it worked very, very well. They were quick in their responses and answered all of my questions promptly, clearly and professionally. Very helpful indeed.

We have been thoroughly satisfied with our hot tub purchase from Glacier Spas. Unfortunately, our rating of the company has to be a lot lower. We purchased our hot tub in September of 2019 and received it in October 2019. We have paid for the hot tub in full at the time. This purchase included the steps that we were told were included in the price of the purchase. At the time (in October 2019), we were told that there was a backlog of steps and that we should have it shipped to our house within a month's time. When that time came up (mid-November) we called and were told that we should get the steps within a week or two. It is now March 2020 and we have yet to receive these steps. This has been a back and forth with the company now for over 5 months. We have been trying to get something that we legally already have paid for! We have contacted the company through phone, voicemail, email, and now their new and improved chat feature. Still no response. It would be great to get something that you paid for in the first place, especially since we have resorted to using makeshift steps that are not the safest for ourselves or guests that have had to use them. Hopefully, this problem can be resolved soon. Otherwise, it will have to be resolved with a legal representative.

Was in contact with several employees - Great service technicians and very friendly support staff throughout the company! Would definitely recommend and will continue to use them myself. Thanks Steve and Drew!

When it comes to service this company beats them all lthis year i purchased a swim spa the best day of my life i would suggest u to buy from this company this is the best place i have went to this really made my day happy