Western Tub and Pool

Horrible horrible horrible, just the worst people to deal with, higher the company to maintain my hot Tub. They overcharged me and sent me to a Collection agency when I disputed a bill (All for $45 and on purpose to try to hurt my credit score)

They'll say they tried to contact me for this, but they really didn't properly and I tried to contact them multiple times to resolve this. Just look at all the other terrible review sites they have. Look on Google reviews, Home Stars, yelp, and you'll see tons of other terrible reviews not just mine.

You definitely don't want to deal with this company. Unless you want your credit score damaged as well.

I received my spa cover as ordered and after a few hiccups with the installation, I am very happy with the product and commend Martin, the service manager, for making sure my installation was to my satisfaction.

During worst of winter 2021, my hot tub heater quit working. When I checked on tub it had 1 inch of ice across the top and water temp was at freezing. Broke ice and heated up enclosure. Had several leaks around base of tub, and heater connection was also cracked, so I drained tub.

In May, I called a couple of Hot-tub vendors and they all said "Haul it off" and it was not worth fixing. Called Western Hot Tub and they sent out a service rep to check it out. He suggest that it be sent into their shop and repaired. Estimated $3000 to $4000 depending on the damage. I took their recommendation and now have my tub back inservice with a new heater, new Ozone generator and no leaks for $2800. Excellent service, tub removal and replacement. I will definitely use them again and recommend them to others.

I called to have our tub repaired. I told them that I believe pump #1needed replacing. I have owned tubs for 25 years so this is not new to me. A call out fee of $190.00 was billed and it took a couple of trips to my house for them to tell me it was pump #1. They came to replace the pump and after 2 more trips to my house I was told that everything was good and the repair was almost an additional $800.00. My wife and I were going on a trip the next morning, so I thought I would check the tub before we left. Pump #1 is still not working correctly. I tried to call but sat on hold for 10 minutes. Funny thing is, they have already billed my credit card for the repair.

NEVER AGAIN will I use this company. EVER!

A totally ridiculous pricing schedule. Parts at 3 x regular retail and hourly rate higher than local journeyman plumbers. It would have cost a total of $500 to get $35 worth of parts replaced and maybe 2 hours labour.

Their attitude when we questioned the pricing was basically "get lost."

I would certainly never recommend them.

Service was exceptional. Communication and technical support was very receiving even for a Newbee to the hot tub world.

Western Tub and Pool is probably one of the most poorly run companies I know. Firstly I rented a tub in September for a party i was having on Friday night. When i called to rent, we were told it would take 24hours to heat, so we got it delivered Thursday. We also extended the rental to a month cause it was only an extra 150 bucks when I was already paying 350 for just the weekend.

Upon arrival (around 4pm), the pump did not work, the delivery guys said a technician will be out first thing in the morning to repair. No technician showed up in the am. I called them and they said the technician will be here around 3pm (3 hours before the party) which meant there would be no functioning hot tub for the party. I expressed my concerns and the lady said a manager will call me right back...this didnt happen.

After the technician repaired the tub, it actually took 36 hours to get to temperature, which means, even if the pump was working, the tub would not have been ready for the party anyways.

I called them again and the lady once again said the manager will call me back....this didnt happen again

I kept calling and kept getting the same lie. Eventually I decided to write a review online and within minutes of posting the review...guess what...the manager called me to discuss my review and the problem. The manager then told me that he wasnt in town and on holidays, which is why he didnt call me....this makes no sense, wouldnt the people at the office know that he is on vacation, and if they did, why would they say he is going to call me right back. Anyways the manager offered a free month rental for future use as an appology for the experience and not having the tub for its intended use. I accepted as they refused to refund me the monies I paid.

Fast forward a few weeks, we notice the temperature of the tub dropping and an error code saying "flow", we contact them and they said they will send a tech out during the day, while we are at work.

We got home late Friday night to find that the tub has the same error code and the water is now ice cold. We contact western tub and they say that the tech was put, replaced the filter as it was very dirty and he made sure the tub was heating and functioning before he left, they then issues us an invoice for the service call and tell us to pay the invoice...

Firstly if it takes the tub 36 hours to heat, how the hell does the tech know its heating properly if he was only here for a couple of minutes, plus I guess we are liars or blind or have nerve damage because what we saw was the same error code and felt ice cold water.

I sent them an email refusing to pay the bill, along with a video clip showing the same error code and the pump which is not running.

These people are terrible and I will never use them again, I wont even use the free month rental.

This is the first of many reviews I will be writing about them. I also have a video proving that the tub is not functioning, as their technician says, if I am able to post it here, I will, if not I will find a place I can post it....bad business....bad company.

Response to rebuttal

So Jennifer says that she has tried, numerously, to get in touch with me and I finally got back to them...this is a bold lie. She sent me 1 email asking me to call her and I called her the same afternoon...can she please show proof of the numerous times they tried to contact me? No she cant because it is a lie.

They clearly dont understand the issue here, and she clearly changes her story because it is hard to remember lies you've told...please read her BBB rebuttal and see for yourself.

In fact after we contacted them to let them know the same error code is present, this is the response we got from her

From: <Western Tub HR & Administration>

Date: Oct 17, 2018 at 1:58 PM

To: <shauna>

Subject: Fwd: invoice

Good afternoon Shauna,

I apologize if there was an issue with the tub heating however I would think that would've prompted a call into our office earlier than last week when you had the error code come up on the tub. Keep in mind that while you are renting items such as a hot tub, it is up to you to notify our office immediately if there are any issues that arise as you are solely responsible for the maintenance of the tub while you are in possession of it and will be held liable for any damages incurred during your rental period as per your rental agreement.

A crew will be on site to remove the hot tub this Friday, October 19th, 2018 after 10am. Please ensure that everything is together with the tub prior to this time.

Please send an e-transfer to fixmytub@gmail.com or provide a credit card call into the office to remit payment for the invoice that was sent to you no later than Friday, October 19th, 2018. Please note that failure to pay this invoice will result in no future rentals and possible collection action.

If you have any questions or concerns, please feel free to contact me directly.

Thank you kindly,

Jennifer Hoogendyk

Manager

Claims, HR and Administration

Western Tub & Pool

403-248-0777 ext. 5

This was sent days before the tub pickup date and as a response to an email sent prior, but still no tech was sent to rectify....another lie she has told.

I wouldve been perfectly happy with paying for the filter if it actually rectified the problem, which it didnt...so why should I pay then? I also never disagreed with them on the condition of the water, I have kids so I'm sure it was.

They also insinuated that we left the cover off....when the tech showed up, was the cover off?...NO, so dont make accusations you cannot prove.

I would also ask that she provide me with video evidence that the tub was working properly when the tech left....she says she has it, but hasnt sent me a copy yet.

These people are a bunch of liars that will never accept blame. The only reason I accepted the month rental is because there was no other option, this is something she refuses to understand.

Let me try and explain my perspective with a hypothetical scenario

I call a car rental place to rent a car for a trip. I ask for the vehicle to be ready for noon on Friday. They accept, take my card info and charges it for the rental.

Upon arriving to the car rental place, I am told that the vehicle that was assigned to me was faulty and not operating and that a mechanic will be by to fix it the next morning and I can pick the car up at noon on Saturday.

Upon telling them that that is not acceptable and they should refund me my monies so that I can rent from another company.

They then respond saying that they have a no refund policy and although I cant have the car on the day requested, I still have to pay for the rental, but they will extend my rental by a few days as a sorry, completely ignoring the fact that i needed the vehicle on Friday and having it Saturday is too late....would you be ok with that resolution? They believe that's ok.

Honestly, they are making up stories that cannot be proven because it is completely false, they are insinuating that we just want freebies and that we are terrible people....this is just how they are, its everybody elses fault not theirs.

Excellent customer service from start to finish! I felt at ease with the whole process and would recommend them to anyone! They really know what they are doing compared to the company I used prior.