Hooton Pools & Spas

I will never deal with this company again, I waited months for an order that I was told would take 6 weeks. I called to arrange pick up and they were closed with no notice, when I told them I would be coming that day. I was told sorry we were at a conference.there was no sign on the door and their website also said they were still open. I wouldn’t have drove 2 hours if I didn’t already arrange pick up. And now they refuse to give me a refund!

Terrible company, the customer service is atrocious. They scammed me out of over $600. Beware

A huge Thank You to the Hooton's Team. We needed a new pool pump. It was ordered and installed within 2 days. Terrific service!

Super friendly helpful informative best prices and customer service we found. They are still the best customer service group

Great price, great install team and excellent customer service! Perfect 10 in my books! Thanks everyone!

Called Wendy at Hooton Pools & Spas in a state of an in-ground pool emergency this morning. Tried everything I knew to get my pool filter started again. There was a servere clog somewhere in the skimmer line. Based on my answers to her questions Wendy was able to determine my best plan od attack to resolve the issue. She was very pleasant and professional throughout her diagnosis of my account and provided alternatives just in case. So happens her initial advice did the trick. It took little time and cost me $0.00. Wendy and Hooton Pool & Spa are a class act and are always looking out for our best interest. It doesn't get any better. Thanks guys.

Best Regards,
Marlon Adams

I am truly thankful for the help Hooton Pools has done for us. All the problems I've been having and not once did they give up on me. To the whole staff there THANK YOU so much for your hard work and if any body ask me for a pool recommendation you guys are #1 on my list.

I bought a used hot tub from my friends and called Hooton Pools and Spas to request getting a repair guy out to my house, because after a year it wasn't heating up. I spoke with Dawson who told me I didn't need a repair guy to come and told me how to fix the settings on my hot tub myself. He even emailed me an owners manual because I didn't have one. THAT IS SUPER HONEST and kind. I really appreciate it! Thanks Dawson

Hooton has the absolute worst customer service there is. This company set up and serviced my pool but the moment there was an issue, no one called back. Ever. So, if you want a company that does quality work and stands by it.don't use hooton.

Although my required item was not there but they advised me where to get it.
Thanks for good customer service

Still in COVID19 lockdown. Tolerable lineup outside, one customer at a time stepping inside to request their needs. Staff were working very hard to expedite the process, match parts and test samples. Water samples should have a week to stabilize before testing so that you don't waste your time sending in line.

The whole experience was minty.
They're professional and know they're stuff through and through.

Business must be good when you don't respond to your calls or your online forms requesting a quote.

Horrible service. Ordered jets 4 months ago to only get half of the jets and not even ones I ordered. And now im STILL waiting for some to come in. And when I tell them they made a mistake and ordered the wrong ones they came at me so unprofessional. Save your money and get them at a different pool place

Thank you Dawson!

We bought a Coast Spa hot tub back 16 years ago from a business that has since closed. We actually moved our tub 3600kms because we loved it so much.

Now the seal has gone on one of the pumps. Coast spa doesnt open for another couple hours and our dealership is to new, they could not help us.

Anyways where I was going with this was, we called to Hooton Pools and Spas and spoke with Dawson. So impressed with his knowledge, kindness and professionalism (he could have said sorry, you are not buying from us, can't help)

I would have to say in the conversation we had, he knows his stuff!

If anyone wants a great hot tub, go to Hooton's, they seem to know what they are talking about!

Thank you again Dawson!

I bought a used hot tub. It needed a lot of work. When I had it almost running right, I had one problem left. I called Hootons for a service call. I just couldn't fix this one. They talked to me on the phone and because of them I worked out the problem and managed to fix the last thing. For free! They could have sent someone sometime, but they took their time and saved me money. Thanks guys! I really appreciate your time!

When having a pool installed by Hooton pool in Brantford in the summer (June 2019), there was very little interaction upon the opening of the pool. I was hopeful there would be a sense of pride in the install of the pool and its equipment considering the company has been in business for so long.

When the pool was finally filled, I called and asked what the next steps were, the response was, "you're good to go", not you'll need to get the chemicals in the pool and here is what I would recommend.

About 3 weeks into the season, the pool heater we have was not doing its job and the pool seemed to have a yellow tinge around the edges. I called Hooton to see if someone could come look at it for me (and I was fully prepared to pay to make sure everything was ok), but was told, "that's normal, try adding more chlorine". Being a new pool owner and never knowing much about it, I went and bought it, from Hooton. The issue continued for another 2 weeks before I reached out again about the issue. I was they given a chemical to add into the pool to remove phosphates if they were in the pool.

This still did not solve the issue, so I reached out again. The other minor issues throughout this Hooton was able to correct, small leaks in the lines and such.

The heater then stopped all together so I had to call a gas fitter in and this was out of my pocket.the gas fitter found the lines were all hooked up incorrectly from the heater to the pool and to the pump. There was 0 pressure in the pool to circulate the water. Once this was corrected, I let Hooton know and they said, it's fine, no harm will come to the equipment from the incorrect install.

This was the last interaction with them moving forward. At the end of the year, I had another company close it, and the same one open in the spring of 2020. Upon opening the pool, there were major leaks coming from the equipment, so we have the company that opened it, come back and look. The pumps main seal seemed to be shot based on the information we were given. Hooton was fine to exchange this, but I had to disconnect and bring to them for the new one. (Pool has not been installed for a full 12-months yet at this point). Pump installed and the filter is now leaking.

I reach out to Hooton again to see if someone can come look at this as it has not been a year and I'm hopeful they will assist me considering what happened last year.

This is not the case, I'm told, someone can come look at it, but for a few of $35 + $50.00 per hour and and we will happily replace anything that is under warranty. Anything not under warranty is billable.

I asked them again.to consider the situation that has occurred with all of these issues and said, when this is all fixed up, I will take my business elsewhere. The reply I got from them is shocking. ("These are issues from pool opening, not from install. The only warranty issue at the beginning of this year is the pump that was offered to be exchanged for you at no cost. Our policy is to always try to troubleshoot to help customers avoid unnecessary service charges. As your current issue is not a result of pool install, and we did not open the pool, we will not cover the cost of non-warranty issues. However, once again, I will offer to set up a service for you if you like. If we find that there is a warranty issue, the warranty part (s) would be of course covered.

If you feel that you would not like to continue business with us, I do not feel compelled to give you free service.

This will be my final email on the issue.

All I am seeking is the customer service level that will work with their clients to resolve issues that come from the equipment. The pool we installed is top of the line and we purchased everything else with it, heater, pump, filter, solar blanket, winter cover, new ladder over 13k in total just for these items) and this is how this is handled. I would not recommend this business to anyone looking to install a pool.

I now have to pay another company to come in and look at this and fix it for me.

Very helpful my not of had what I needed this visit but were helpful with letting me know how to aquire what I needed

These guys are outstanding. Honest, helpful, reasonable, fair. Excellent service, helpful customer service, fair pricing. Overall super willing to help and educate.
Go go anywhere else.
Highly recommended
Thank you Hooton

Horrible service, I would never use Hooton Pools and Spa for product or service.

My hot tub stopped working a month ago, I called Hooton Pools and Spa to book a repair. They took my info, but could not confirm a service date and said the techs would be two weeks out. I then reiterated to them that time is of the essence due to cold weather that I needed this fixed quickly; and they assured me the service manager would call me back with a confirmed date for service just so that I can make alternate repair arrangements if need be, because I could not wait the two weeks. I called back a few days later to see if they had a date confirmed and was told again that someone was going to call me back with a scheduled date. No one from Hooton followed up with me so I decided to make alternate plans and got the hot tub fixed by another spa company within 3 days. A technician from Hooton Spa showed up 2 ½ weeks later to the house and went into the backyard without a confirmed appointment; luckily I happened to be home that day and I informed the tech that the tub had been already serviced by another spa company. A month later they billed my VISA with their standard travel rate for the visit even though they didn’t do any repair work. I called Hooton and spoke to a manager stating my case and their logic is that I should have canceled the appointment, hence the travel charge, I told them I was not given an appointment date, nor did anyone from Hooton call me to confirm the time of scheduled repair even on the day the showed up. He was adamant that this was their policy and there is nothing that can be done and they would not reverse the charge. I was furious and asked the manager; what business has he dealt with that operate on the premise of just booking random service appointments with their customers without scheduling some sort of time and date? He gave me some BS answer about people that build decks or exterior electrical trades just show up without appointments according to him. Lol. I am in the construction industry and I have done many renos in my life, and I know 99% of professional trades book appointments with their clients and that’s solely due to it being proper business practice, customer service and also furthermore, respecting the customers time.

Not only was my tub fixed by another spa company within 3 days but they called and emailed me twice to confirm the appointment, now that’s professionalism.

And you wonder why small businesses fail; I am all about supporting local business however this type of shady practices should not go unnoticed. I will definitely be sourcing the better business bureau re this just based on principle as their policy is no right.

I have and will continue to use Pioneer Pools and Spa or even Culligans Water, for future service and products as I have had nothing but great experiences with them. I will never use Hooton Pools and Spa.

The staff here have been so helpful to us since moving into our new home with a pool. We’re completely clueless when it comes to pool care and the whole staff/family have gone above and beyond helping us- from taking apart our old pump to clean out the ball bearings (for free), to giving us tips on how we can open our pool ourselves to save money (and gave us a demo on their in-store demo pool), to giving us a heads up on when certain big-ticket items will be going on sale. They don’t try to up-sell us: they tell us exactly what we need and always give us discounts or sale prices. The old pump ended up tripping the outlet after a few months and we needed to get a new one and the owner- a woman, I can’t recall her name- told us about an upcoming sale and then gave us an additional $20 off the sale price when we came back in. Their pool opening kit always comes with a coupon as well. Dawson has given me tips and advice I don’t know how many times and hasn’t complained once! He even wrote down the amount of chemicals I should be adding every week for me. Their print-outs on colourful paper on how to open, close and shock the pool are so helpful that I ended up laminating them to keep. Thanks so much for all your help, your customers trust you!

DO NOT BUY A HOT TUB COVER FROM HERE! If I could give less then 1 star I would! Bought a hot tub cover from here it lasted less then 2 years and it is leaking through the seems already. They told me that it has a one year warranty and would no do anything for me.

I came in 15 minutes to close (I know, I hate being that guy). But we just bought a new house with a poo that wasnt closed properlyl, and we have people coming over next weekend - and I wanted to get this pool up and running and most of all - swimmable. Wendy took the time to make sure I knew what I was doing, what I was using and the process to get my pool up and running. She could have up sold the heck out of me being naive and new to this, but she didn't she gave me exactly what I needed for the most effective and efficient way to get my pool where it needs to be. Every time I have been in there since, the staff have been so kind, professional and ethical with me. Which is hard to come by these days! My pool went from a swamp to blue in a matter of days, and we are a couple days away from swimming thanks to these guys! I will never shop anywhere else from here on out, you've got a lifer! THANK YOU!

Our hot tub is a Coast model purchased in 2007 from Hooton's. They have the work history for it which made it easy to deal with small issues. Very helpful. In 2017 the heater shorted on the replaced circuit board which was from the original Coast supplier. Hooton's staff were able to out source parts beyond Coast as our tub is 10 years old to a manufacturer of components for building hot tubs including the expensive pumps. A completely new spa pak was installed with heater and control panel from Waterway. A Neo 2100 Spa Control System. Works fabulous, easy to use control panel menu that lights up nicely. We are really pleased with the service and the new Waterway control system installed. Good job!