Carleton Place, Canada
40 Bennett St
N/A
+16133250838
Broken spa, missing parts, and unfulfilled promises: UPDATE (Nov 11): Despite a response to my review more than a week ago, the owner has yet to contact me and did not send someone to my place last week as was suggested in his response. I waited the week to see if they would show up, but no call, no email and no show. As I stated in my initial review, I have already addressed the issues myself, so at this point, I would ask the owner to stop stringing me along. We hired HotTubGuys to move a spa for us. We compared move/delivery dates as well as prices and would rate HotTubGuys highly on that. The moving crew was on time and professional. Once the spa was set in place, the crew pointed out a corner panel of the exterior cabinet was missing and said it came off in transport. A diverter lever/handle was also missing. We were told they probably had some pieces around the shop and that the owner (Scott) would get back to us. After several days, I had not heard anything so I reached out. At first, it seemed as if Scott was going to help us out. He asked for pictures of the diverter handle (the one still on the spa). But, he stopped responding to my emails. The first snow fell and I had to dig snow out of the hole where the panel was missing. I didn't want squirrel or worse nesting inside it for the winter--I needed to make the spa whole again, so I purchased a new handle and I a fabricated a temporary panel until I can find one. Turns out panels are very hard to find. All I can locate are full cabinet replacements (very expensive). I asked Scott where I might locate that part (to buy it myself) but he has yet to answer. --disappointed
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I have been looking for a hot tub for quite some time, so I decided to go and take a look at The hot tub guys. Greg helped me chose the perfect hot tub I was searching for. After 5 minutes of talking to him. I bought it. They delivered it within 3 days. I was expecting a much longer wait. The delivery guys were amazingly fast and tidy. I ended up choosing their electrician who was also speedy and a decent price. I’m a happy customer and would highly recommend talking to Greg about what you are looking for. Top notch.
I needed a custom size cover made and contacted the hot tub guys after having them recommended to me. It took some time due to the covid backlog of things this year and the fact it was not a standard size, but once it was made it fit perfectly and was delivered right away even on a Sunday. The quality is amazing, as good as the original cover from the factory and they helped set it up. I’d recommend HTG’s
* This review concerns removal of a broken hot tub -- they were amazing * Our hot tub stopped working in the dead of Ottawa winter and the repair estimate was unaffordable for us, so we made the tough decision to get rid of our tub. We were very concerned because the original owner had encased it within a custom deck and removal was complicated with railings, fences and the sunken location in the deck to contend with. We were expecting the worst -- paying hundreds to have someone rip open the deck to cart it out, and possibly waiting all winter to sort it out. After posting the tub for free on Facebook/Kijiji and being flooded with sketchy offers, I decided to contact Hot Tub Guys to see if they were interested in taking it. Long story short -- not only did they come through for us, but they went absolutely above and beyond in every way. Scott contacted me within hours, and arranged to come the very next day to avoid freezing and further damage to the tub. His crew, led by the very capable and professional Mark, was on time and super efficient. They found a minimally invasive way to remove the tub from the deck, removed a bunch of rails and fence, loaded it on a flatbed and put everything back to normal as if they were never there (except for the giant hole in the deck, of course). They cleaned up the electrical inside and out and even took the time to entertain and involve my 4 year-old son who was bored at home during the school closure! I couldn't be more pleased with their service and while we are sad to have lost our tub, they dulled the pain by making the removal process almost pleasurable and it makes me happy to know they will refurbish the tub and give it new life somewhere else. A HUGE thanks to the whole team!
Unfortunately what began as an amazing experience, has turned sour.We called them to move a hot tub for us in Kingston, which we had purchased used. When the guys showed up to move it, they were very honest and told us that the hot tub was in poor condition and wouldn't move it. Scott found us another hot tub which is in great condition; the team moved it to Kingston and installed within days. We absolutely love it. The new cover hasn't arrived at time of installation, so they provided an old cover temporarily. We never received the new cover, and they will not return our calls. Update - Was promised the cover would be sorted out. Still no cover and now hot tub is frozen and probably ruined!
Quick efficient service, extremely professional and were able to hook up our hot tub the day after it arrived on short notice!! Office staff was easy to work with.
We recently bought a hot tub from Hot Tub Guys on a recommendation from a friend. We purchased the hot tub and also had they new wiring done as well. We were very please with the service from Scott and his team. When our hot tub was delivered (July 31), it did have a defect (Manufacturer). The hot tub was left with us (as we could use it still) and because of COVID and the backlog for tubs, we thought it could be months before it was replaced. Less than a month later, I received the call that they would be bringing my new replacement tub (Aug 25). It was switched out easily and the installation team was very friendly and courteous. I have already recommended Hot Tub Guys to my coworkers and we are very happy to be soaking and relaxing every evening!
Overpriced when presented with an alternate hottub pad need. Do your research. Slow replies and at times non-responsive to inquiries. When the current buying frenzy for hot tubs and related services returns to "slow", I am sure they will be more receptive to customer value and care.
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