Canadian Spa Company — Attraction in Dartmouth

Buyer Beware!!! One star is one too many for this place. We purchased the Canadian Spa Co. London SE through Canadian Tire and the entire experience has been a nightmare so far! It arrived mispackaged and without parts we paid for. The Regional Manager admitted (in writing) that it was mispackaged by them at the warehouse. It took three weeks to resolve. But now the owner tries redirecting blame to delivery team at CT. A lot of finger pointing ensued (picture the spider man meme). But that’s only the first in a cascade of problems. From here is where it gets REALLY BAD. First time we filled and powered up the hot tub, it had a massive plumbing failure. Not a small leak, but a tsunami of water. 500 litres spilled through the inside of the cabinet and onto my lawn, soaking the electronics on the way. They are now gaslighting me, calling it a ‘minor leak’. Put it this way, goldfish could’ve swam inside the cabinet. When the tech came to fix it, we watched the broken piece literally disintegrate in his hands. It was demolished. And this is how it arrived to us as “new”. 8 days later - electrical failure. This time it was the ozonator that failed. The tech said likely due to water damage from the leak. Owner is contradicting by saying it was an independent and unrelated failure. Neither answer is good, or reassuring. So our brand new (arrived questionably packaged) tub had two major failures right out of the gate - one plumbing and one electrical. If we could return it, we would. They won’t let us. If we could get a replacement, we would. They won’t do that either. So now we’re stuck with a twice failed, patched up tub that we paid FULL PRICE for and we’re rightly worried about its longevity. Not questioning the quality anymore because that’s already proven very poor. Dealing with the Company is an utter nightmare. They constantly contradict themselves and we’ve been ignored and gaslit. Please don’t make the same mistake that we did. RUN if you are considering buying from them....

EDIT* I spoke with Nigel from the Canadian Spa Company, and he took the time to explain a few things to me. It turns out that the pucks many people commonly use in their hot tubs can make the water too acidic, which in turn eats away at the components.

I’m grateful for the education and have updated my review accordingly. Nigel has arranged for replacement jets, and I really appreciate him taking the time to clarify everything. I’ll fully own that this issue was caused by my own misunderstanding.

Extremely Disappointed

We purchased the Toronto model from through Home Depot about four years ago for our B&B and it has been a huge disappointment. Several of the jets have disintegrated and fallen apart, and the hot tub cover split within the first year and a half. The overall build quality is poor, and the materials do not hold up over time. It is embarrassing to have to apologize to guests when they discover jet pieces floating in the hot tub.

Worse still, the The Canadian Spa Company’s company’s customer service is terrible. They do not stand behind their product and have been unhelpful to deal with. I haven’t even bothered to address the additional jet issues because I don’t want to deal with the frustration

Save yourself the frustration — I would not recommend this spa or this...

Update: Canadian Spa Company replied to this review blaming the faulty control pack on the use of aluminum wiring. NO ALUMINUM WIRING WAS USED IN THE INSTALLATION OF OUR HOT TUB BY A LICENSED ELECTRICIAN. We used tin-coated copper, which is highly recommended for hot tub installation, due to its corrosion-resistant properties.

Original Review: Buyer beware. When the control panel in our new hot tub burned just a month after installation, causing a dangerous electrical fire, Canadian Spa Company immediately blamed our licensed electrician without inspecting the unit. They refused to honour their warranty, giving us unique reasons for each denial, and even went so far as to fight our claim in court. Unless you've got the money to hire an electrical engineer to provide expert forensic testimony in court, you could be on the hook for a $1,000 part. They did offer us a discount on the part... but even at 50% off, the part cost more than we found it for through multiple online retailers. The tub also arrived with a small crack in the acrylic, but because we weren't ready to install it right away and couldn't do a detailed inspection immediately upon delivery, we just have to live with that. We'll never buy from Canadian Spa Company...