Hot Tub Service Plus Ltd.

I had a very bad experience and will be trying to find another company to take care of my swimspa.

I called this company specifically requesting winterization of the entire hot tub/swimspa. I returned from vacation only to realize that

a) the hot tub portion of the swimspa was not only NOT winterized and NOT drained, but the electrical circuit breaker was turned off in subzero temperature which could have frozen/burst the pipes

b) the technician (Dylan) failed to apply the hard cover after the partial winterization which lead to tons of leaves falling into the swimspa and I had to call them back to redo the job

c) when they returned to redo the job he once again told me he would only winterize the swimpool, even though he could not provide me with any valid reasoning as to why the hot tub circuit breaker (which is separate from the pool) was switched off - if they did not intend to winterize it.

After pointing out these errors and inconsistencies I figured I might get an apology or an attempt to make things right. Instead, the phone rep and tech were both extremely defensive and continued to refuse accepting responsibility for their error.

It was my mistake to blindly trust Hot Tub Service plus, because I was told they specialize in Hydropool (my brand). It is better, and ultimately will save you money, to go with more trusted pool service companies. I cannot stress how unprofessional this service was.

Update: after discussing with the team that the hot tub ceased to turn on after their first service call, the office staff failed to pick up my calls (presumably they were not interested in addressing the issue they likely caused), until I had no choice but to call them almost 10 times to follow up. They unstated that the damage that only occurred from the time of the service call was my responsibility. They spoke very dismissively almost as though I was fabricating the issue. I have not encountered this lack of professionalism in any realm of business to date. Extremely disappointing and it blows my mind how this place is still in business.

I had a very bad experience with this company. We bought brand new hot tub and we have spent almost 1/2 the price on getting it fixed from these guys.they told us the tech will charge 1 hrs.plus parts and when he came he changed parts in 1/2 hrs.and did not check the leak and went away and when we told them the tub is leaking they sent tech again and he again made invoice of around 1000 dollars and fixed leak.i told him if he had given full estimate in the beginning i might have not got the tub fixed but had no choice. Again the tub was leaking next day we again called them they send tech again and he came without appointment and misbehaved with my wife and fixed leak and left all panel open and said do it your self and left. The tub again was leaking we told them again about the tub still leaking.i told them do not charge my credit card till this is solved and they without telling me the amount tried to charge my card double the amount and luckily it got declined. And now we have same problem we had in the tub and still leaking and they are just sending emails and no repair. I had to cover the panels myself and tub is still leaking.i will not recommend this company to anybody just imagine the tech was threatening and using abusive language at my house only because they sent him again to fix the leak.i had to tick one star as i was not able to post till i select

If I could leave zero stars I would. First off, Kaitlynne Noseworthy the office supervisor was incredibly rude and unprofessional. The service tech was 30mins late and when I called to get an ETA she would only tell me he was en route and refused to provide any time frame. I explained I had a meeting and needed to know when this tech (already late) would be arriving. She said she would not provide me a time and hung up on me. I then reached out to the General Manager Ramon Lindo. He re-scheduled a tech yet this tech then MISDIAGNOSED my issue. I purchased the part the tech said to purchase but then turns out that wasn't the issue. Now the company is refusing to return the part which cost me $600. So now I've spent over an entire day of my time and the cost of the pump and service call and STILL no working hot tub.

Well we got our hot tub delivered and it couldn't fit between the houses.
But Tyler, Kahlif and another gentle man that was with them were the greatest and got it through the back which was on a hill to get to our patio. Very polite guys and went the extra mile for us, my husband and I just loved them for everything they did.
Thanks so much

Excellent service and communication. We used this company 2 years ago for an unrelated problem and were extremely pleased with their service and price. We had occasion to use them again this week to repair a severe leak in our hot tub. The same technician, Karfit, arrived on time as promised. He quickly and efficiently carried out the repair and put us back in operation.

Please do not use these guys! Lately their service has been horrible! We have had 5 service calls paid over $900 in service fees to fix a leak and the swim spa is still leaking! We have been without the use of our swim spa for nearly 3 months attempting to get this problem fixed. It takes a week and multiple phone calls just to get someone on the phone to actually book an appointment! They sent out a tech who only had 3 years of service and couldn't work on any equipment older than 5 year, ours is 7 years old and they knew that in advance AND we still got charged for the service call just because he showed up!

Owen did an excellent job opening our swim spa. He is thorough, efficient, knowledgeable and provided useful
advice. Highly recommended

Contracted this company to diagnose and identify a leak with my hot tub. They sent a technician, but within a few days the hot tub was losing water thus the leak was neither identified or fixed. The service manager spent time trying to pin the blame on me for 'incorrectly' winterizing the tub, despite the fact that Hot Tub Plus winterized the tub. Prior the tub shutdown in 2022, the tub was running continuously for years without issue. The company was willing to send technician back to property, however they wanted to charge me again. How can you charge a customer for fixing a leak, when you didn't do so? Unwillingness to honour your work and looking to assign blame to customer is why they have received a poor rating in my opinion.

HTSP just delivered my tub. The crew was fantastic. In and out quick. Tidied everything up afterwards. Arrived exactly on time. We couldn’t be happier!

We began a contract with Hot Tub Service Plus several months ago to take care of an aging, but much-loved, Artic Spa hot tub for our home in Toronto. The house is currently rented, and the tenants didn't know how to care for the spa. The folks a Hot Tub Service Plus have been fantastic. The communication with the office team is always prompt, clear, and helpful. The service people are reliable, thorough and friendly. The fees are fair, and are clearly explained. They are resourceful and helpful, while at the same time not trying to over-sell us on things we don't need.

We are really pleased with them, and would recommend their services highly.

Got one of my hot tubs repaired and it went smoothly. The customer service was great and the prices were just right. Would recommend for sure.

I use this company for service. So far I’ve been quite satisfied with their service. They are quick, professional and respectful with our property. The issue was resolved almost immediately. Kartik is knowledgeable in fixing my tub. Thank you!

Great communication from the start, they quoted my $100 and I was charged for $100 for their amazing services. I needed them to come back for an issue from their previous visit and they required my card again but I was not charged. Overall, everything was great:)

This is definitely a bad outfit to use in servicing your hot tub. I had to give my credit card to book an appointment to install a new jet and heater. The office person on the phone quoted a price with an "allowance" for up to 3 hours labour just in case it was needed. And if not, no problem, right? The guy came and finished the job in an hour. I noted the time he came and went. However, I was charged 2½ hours labour ($98/hr). When I called to question the amount she said that's what he had calculated and that she had checked with him. Stay away from these people, they will rip you off. No wonder their average rating is so low.

Awful company. The owner Ramon is rude and narcissistic. All he cares about is a profit. They will charge you without telling you before they fix your tub and I am pretty sure they charged me for parts that weren’t even installed. Beware of this place. They have a low rating for a reason! They also service London right now and it is awful aswell!

Would not recommend this company. Had a broken pump, asked the technician what the replacement cost was, he said sixty to seventy dollars. I agree (Had already given my cc info over the phone). Next day got a bill for $1,100. Called customer service, they said that's the price of the pump, I must've misheard. Umm, no. Wish I read all the terrible reviews prior to using this company. Won't use again.

This company are a bunch of thieves! After purchasing a new pump and told of it being under warranty, it died after 4 months. I called them to advise that the motor had gone. They sent a tech to replace the motor. The tech did not do his due diligence to make sure the motor was dead, he reached the motor and took the old one. Next call I got from them was that I was not being covered under the warranty and I will be billed over a $1,000 and they kept the old motor. BEWARE! They are a scam outfit. They have major claims against them by BBB.

I'm really surprised by the amount of not good reviews I'm reading here. After calling 6 companies and none of them calling us back, we landed on Hot Tub Service Plus. I spoke to 2 different people, both were lovely and actually told me what the problem might be, did some troubleshooting and it actually got us by until a tech could come. Really appreciated someone actually giving me free advice because I was so frustrated.

Neil came out to look at the tub today. Last year we had someone come out for this problem from another company and they came and went in 5 minutes and did nothing. So this was actually the same problem again. Neil actually took every panel off, inspected every single square inch and discovered exactly what the problem was and provided a solution. He took his time, was detailed and even went a step further and talked about prevention of certain things and what to keep an eye out for. I'm glad I came across this company!

Not recommended. Mutiple part orders were placed incorrectly. Communication was poor and required me to repeatedly contact employees for answers. They showed no ownership of the problem they caused. I won't be using this company again.

DO NOT buy service from here! We had ppl come yesterday for 30 mins and it was 168cad+tax, when we booked the service we said we need someone to fix our hot tub. And he just turned the switch on said its good. We called the office today and they said yesterday was show and tell not fixing the problem. If we need to fix it we need to spend another 168cad+tax. I understand during Covid it’s hard for everyone, but it’s not right to charge this much and do nothing.

Extremely unprofessional.

Blocked a one way street. Nobody to answer the phone.

Avoid at all costs

I called hot tub service plus to get some information for my elderly mother for her hot tub. I spoke with a lady, I believe her name is kaitlynne and she was super helpful and knowledgeable. I would 100% recommend this company for all your hot tub service needs.

Worst customer services ever! Rude, greedy, and cold blooded. All they care is getting your money but not understanding your problems. Have spent over $2,500 on services from this company, still can't get the hot tub running.

Awful customer service. Had a leak caused by their first service tech not tightening a nut back on properly during a service call. He was a nice guy and it was a simple mistake. Second tech comes and looks at it for a few minutes, can't find the leak and his only advice is that I buy a bottle of Fixaleak. So I reach my hand in, locate the leak within seconds and he retightens it. Fixed. The whole visit couldn't have been more than 20 minutes. Next day I get billed $185 just for the few minutes it took to tighten the nut and fix their first guy's mistake. Their hourly rate is $90hr. Any decent company would apologize for the original mistake and absorb the cost of their tech's time — not smugly threaten to put a lien on my house if I dispute the credit card charge. Stay away from this company if you're looking for thorough work and honest service.

This is amazing service. When I called the office, Christine is very helpful and answer all question what we need. The technician, Kantik, he is so nice and professional, and taking time to show us all the issue. We are so happy with Hot Tub Service Plus Ltd.

I have received two house calls from Hot Tub Service Plus. Both experiences were pleasant. I found both the office staff and the onsite techs helpful and courteous. Highly Recommended.

The person I spoke to on the phone was wonderful and I went through homestars so they called me. All was good. INITIALLY! Then before they can book a service call, they required a credit card number in advance. They don't take cash or etranfer. You can't pay when tech arrives, you MUST give it in advance. I explained, about rampant fraud these days and all the reports, etc. They tried to explain that nothing would go on the card until after tech is there. But you have absolutely no recourse if they charge you more than what you think. I read a few other reviews about payments and rate and how clients thought one thing but got charged another. I really wanted this tub fixed or repaired, you may too, but I do NOT recommend giving anyone your credit card number over the phone. I strongly recommend finding another company.

Also, midway through my conversation with the person, she obviously put me on speakerphone and someone else started answering my questions. They must be very busy because they didn't want to get my business unless I give credit card details. No exceptions, no alternatives. They ONLY take credit cards and that enables them to charge as much as they want.

I had no problem with this company. They were very straight forward about their fees and sent a repair person upon our mutually agreed upon time. The repairman was polite and efficient. He drained and fixed our tub in under an hour! Their pricing is better than Jacuzzi's and they cleanup afterwards. I was weary of using a new company but now I’m recommending them to all my hot tub owning friends.

I highly recommend this company when it comes to hot tub repairs. They were quick in responding to my issues. Very professional and continually kept me updated as to their progress. They showed up on time time and were able to resolve my problem expeditiously. The service technician Kartik was extremely personable and his skill and knowledge of hot tub repairs gave me a great peace of mind and confidence in his work.
Extremely satisfied and will not hesitate to call them again should I have any repair issues in the future.

I booked an appointment to have a tech take a look at my tub. Nice guy by the name of Owen. I asked him why they charge $50.00 to just show up and your competitor charge $150.00 to just show up. Is it because you are new at this? I need someone who know what they are doing. He than told me that the company hired a NEW person and got the price to show up wrong.it should be $160.00. I said no problem I will discuss with company, after all we were all new to our jobs at one time. I spoke with the company and explained that the nebee quoted me the wrong price for the tech to show up.but the tech who did his job still needs to get paid. I explained it is not fair to pass on 100% of the cost to the customer for newbe mistake. I am very reasonable man and suggested that we split the cost. Most people would stand their ground and say no, the company have to honor price that was quoted, I didn't insist that they honor the original price of $50.00 to show up. I instead made an offer that I pay $80.00 and the company pay $80.00 to get to the price of $160.00 to show up.so the tech gets paid and nebee learns from mistake. No, not to be. Instead they will not come back to service tub that the tech has taken apart. OMG that is their solution. Totally ridiculous to leave a customer with his tub apart with this cold weather.for the mistake that a new person on staff has made. Customer service is now thing of the past. Be careful who you hire to service tub and who you buy tub from. I know someone out there was most likely looking at purchasing tub from this company and they will now most likely not get the sale and loose future sales because of the way they have dealt with this. The price of tubs today are not cheap. If this is the way they deal with an honest mistake from a new person on staff and more importantly the customer, it makes one ask why do business with them? There are other companies that are bending over backwards for business now that Covid is here.

I find some of these reviews hard to believe based on the experiences I have had.

Being a first time hot tub owner, I have called them several times and have been treated with some of the best customer service I can think of. I will continue to call them with any hot tub issues.

Owen came to fix my hot tub yesterday, and called me afterwards with all kinds of hints and tricks to avoid having to have him come back for the same reason. Thank you Hot Tub Service Plus for helping me when I needed you most! Highly Recommended!

I have a few previous encounters so here is my takeaway from all my encounters (3). They don`t seem to learn from there customers encounters nor do they seem to follow best business practices. I think they are trying but not well enough. My last experience required 2 calls and an email just to get a receipt that says its an invoice with no acknowledge of payment 2 weeks after the work was preformed. Not very professional

Owen did a fantastic job fixing the problem diligently. Would recommend them to anyone with spa hot tub.

Was quoted for winterize and got it done. Then went and billed my credit card extra $150. The lady said that's the cost while I was quoted much less. 30 mins service as my cameras captured the service done. $400 not bad omg AIR CANADA pilot doesn't make that in 30 mins lol

Probably the worse company I have ever dealt with. Sent them photos of the cracks and blistering in our hot tub and was quoted roughly $600 to do the repairs. The guy they sent said he could not do anything about the majority of the flaws and the few repairs he did attempt look far worse than when he started. They still charged the $600 to my card anyway. Their response has been rude from the "Customer Care Specialist" and none existent from the service manager. Zero STARS would be too generous!

These people are criminals! Run and don’t even look back. The technician is very sloppy, not thorough and all they want is charge your account. Had a leak in my hot tub, called these criminals and they sent out the technician. He fixed one leak but the hot tub still continues to leak. Called them again, and complained that the leak is still happening. The technician wasn’t thorough, or else he would have detected that leakage at the initial time. They came to me again and wants me to pay again just for them coming out to my house since I didn’t want to go ahead with the $700 pump replacement. The idiot technician should have detected that leak the first time if he was careful and thorough. He never screws back the tub completely each time. I have to always pick up the screws and secure them. The customer service person is always rude and quick to defend the technician. Don’t bother with this company. Go elsewhere!

Had an appointment booked for this past Saturday. No one showed up. Left a voice mail at the office. No call back. Called the office today (Monday) after the weekend and the lady said “yeah I just ripped the technician a new one for not notifying you”. Great thanks, but what are you going to do about this issue I asked. She hung up on me.

We’re done using this company. No point in giving them anymore business.