Top Hot tub stores in Peterborough, Canada

Water World, has done two pools for me, both jobs have been completed to exceed my expectations, done on time and professionally,
I continue to use them for my pool servicing and products to keep my pool running beautifully,
This is a family run business which I find them to be hard working, honest and well worth your consideration for your leisure business, you will not be disappointed

Waterworld Pools installed our pool for the previous owners of this house. For this reason, we have them open and close it every year since we bought. The online booking system is so easy to use and the crew that comes is professional and knowledgeable. Best money we spend on the pool! (they even bring bags of salt with them if you indicate that at time of booking so no heavy lifting all summer!)

We have been loyal Waterworld customers for 15 years— their consistently service is what keeps us coming back. The whole team at Waterworld is kind, knowledgeable, and dedicated to keeping our pool its best. We built the pool of our dreams with them and they keep our dream alive year after year.

Great staff, and great service. Enjoyed working with everyone in the pool process

WaterWorld did an excellent hot tub installation. And they always provide excellent service. Very pleased !
Highly recommended !

Big thank you to Michelle the Service Manager that came out 2 days before Christmas and repaired our hot tub last minute on the weekend. She was very knowledgeable as well as reassuring and had us fixed up in no time with great service!
Thanks again.

Purchasing a new hot tub went well. Once it got setup I used it once then noticed the next day I have only half the water in the tub. I found the leak, called as soon as I could, on a Saturday and they said it would be high priority on Monday. No phone call back, called serveral times myself, nothing. Ended up up going in and speaking with service on the Monday, they said there was nothing showing on my file at all. He said “I will have to look to see when we are in your area next”, nothing about priority as my new hot tub won’t even hold water and we are in below 0 temperatures. He said Friday we will be in your area, I told him that’s longer than I expected but ok I will wait until Friday. Friday comes, technician showed up, took him 10 minutes for him to find all the parts he needed and so now he has to order parts and can’t tell me when they will be in. Now I am just waiting…1 week before Christmas break and who knows when this will get fixed on a brand new tub. Very frustrating. Update. Service called me back the next day after writing this review and tech fixed it within 2 days. Which was great, But now I have a leak in a different location and can’t get through to service as per usual.

We took delivery of our Passion Spa Happy August 2022. When it arrived one of the panels was cracked. We had some issues initially but I think things have improved with the staff at their shop.

Update…Hot Tub People got back to me and said my parts are on the way and I have a scheduled appointment on Dec 15! Looking forward to it! I’ll update again upon receipt of the parts.

Second Update…all is good now. The parts have arrived and the panel has been replaced. Thanks Michelle!

So very happy with my purchase and set up! I’m new to the hot tub world and Tony and his team were fantastic! The set up was done with ease and Tony took the time to explain the process of adding all my chemistry to the tub so it felt less overwhelming to me. Very professional and excellent service!

I couldn’t be more happier with my purchase overall. Never thought I’d say this but bring the cold weather on!

I wanted to share that the manager Matt called me the next day as soon as he saw the review. He took complete ownership of my experience and shared if he was made aware of our experience yesterday he would have stepped in to help recovery with flair. What impress me is that he did not make excuses for the unpleasant experience. He has assured me the panel is ordered and going to be delivered in 6 weeks. I have edit my original review, I will share my delivery experience was not a positive one and if I did not write a review I am not sure he would have been aware of the gaps within the service and sales. I am willing to change my star rating once the replacement panel arrives as promised.... Would I recommend the Hot Tub People? Yes, BUT I would recommend that you double check with the office that all components are package for delivery (make sure your hot tub is not missing the electric plug ). Thank you Matt for your call today even though you cannot change our experience on Monday. I respect how you stepped up and owned it.

I didn't want to have to post this, but my patience has run out. We bought a new Dynasty tub at the start of the pandemic. It came with the wrong cushions, but not a big deal. After 3 years of delays, mistakes, and excuses, we still don't have the right ones.

More importantly, the tub started leaking this July (just outside of warranty). After many attempts to reach the service department we finally set-up an appointment. I was told this would cost $200 as it is out of warranty, which I totally understand. I took the day off work and the technician ended up being a no-show. When I reached them they apologized and re-scheduled. I took another day off work and when the guy came he said he could see the leak (and the obvious amounts of water inside the case), but without the proper camera he couldn't locate or fix the problem. He said he would have to send someone more experienced??

When the next technician came he spoke to my wife (as I couldn't take another day off work). He said that the good news was that there was no leak, and that maybe I had overfilled it at some point. This is not only wrong as it's clearly leaking, but it also contradicts what the first technician said. I called to express my frustration and request an actual solution but now nobody is calling me back. We currently lose an inch of water every 48 hours, and with the temps dropping below zero I can no longer just refill it from the outside hose.

In short, we're not going to be able to use the tub this winter which is when we enjoy it the most.

Update as of 11/16, the shop called me back and will come out next week to give it another look. Fingers crossed.

11/16 Some great progress, technician came back today and found the leak, and the fix appears to be holding. Time will tell...now if I can just get the right cushions.

Great service, prompt, knowledgeable and helpful. Must call them when you have issues with you pool!

Tony and his crew who delivered the tub were amazing. Friendly and efficient. Tony went over and above helping me learn the chemicals and how to operate the tub, when the rest of the company seemed unreachable. Thank you Tony !!

Team Tyler was just here from the Hot tub people. Great bunch of guys, outstanding customer service and they delivered the hot tub so fast. This is my first hot tub purchase and Tony explained how to set it up for the first time. I can’t wait to get in!

Always quick to help..very knowledgeable along with being friendly 😎👍

We at Sterling pools and spas Ltd Queensway would like to thank the welcoming community for all the supportive customers. We know accept recycled electronics. leave them with the stores clerk.

Waterworld has just completed my pool in just under 4 weeks and I could not me happier on the workmanship, quality and skilled people who made that happen. The pool is stunning! Thank you to Andrew who guided me through choosing the correct size, equipment and accessories and for providing timely information on the work schedule. Hats off to the Waterworld Team who are an outstanding group of very knowledgeable and highly proficient people that aim to provide the maximum customer service.

Cheryl Healy and her entire team knocked it out of the park with our inground pool installation. From the initial planning phase right through to the water delivery, we felt that we were in good hands. Cheryl kept us informed every step of the way and it was fun getting to know each of the different crews, all experts in their respective areas. All of the crews were respectful, tidy, and definitely hard working! Whether you’re looking for a spa or pool design and installation (or both) you won’t be disappointed with Water World.

We are so happy with our hot tub and with the experience from Waterworld Pools. The staff was professional, courteous, knowlable and friendly. We couldn't recommend them enough. Thank you.
JR

This will be my second online complaint, because this seems to be the only way to get any response from this company. Still waiting for replacement panels for my hot tub…….since last year. Panels we’re installed incorrectly by manufacturer and bowed out after the first winter (2022) and after several months of calling and complaining and posting bad online reviews someone called me and gave me a store credit for chemicals, then the service guy finally came but it was too cold and the panels were not flexible enough to install. Then told they would be back in April 2023. Now it’s end of June, I have been told panels could not be found, ordered new ones, then nothing again. The service department is under staffed and always changing staff which makes it even more difficult because you never seem to get the same person. So needless to say I am still waiting for some new panels for a $24,000 hot tub I purchased in 2021. Sales department was great! Service department is horrible.

Very helpful and service is quick. Staff very nice. Didn't have one of the parts I needed but gave me a choice of how to fix the problem.

They serviced our pool last year and the water turned green the 3rd day... this year we hired another contractor and for the past 2 months it's been crystal clear...
I don't recommend them

I bought a Hydropool Platinum at the height of the prices. Casey, now gone, was the perfect example of a slippery salesman. Hot tub was ordered in Feb, promised in June, arrived in Aug. OK, there were material shortages, so I'm OK with that, but I got a different answer each time I called in to enquire. I ordered steps and handrail which never arrived, no explanation given. After many calls and visits, I grabbed one of the steps in the show room and walked out with it. Finally some response!! Manager - decent guy - met me in the parking lot, we agreed on a fix and all is good now. Delivery guys very capable and careful. Delivered with out a hitch. Free water analysis service is very helpful. I never did get my session of Spa School as promised by Casey. I still have questions about how to set up standby operation. Some of the service guys tried to help, but there are so many makes and models..... I'm very pleased with the Hydropool unit.

Waterworld Pools did a tremendous job installing our new inground pool. They kept us informed of progress and promptly resolved any issue that arose. Excellent customer service! Glad we chose this company!

Beyond happy. Extremely professional, knowledgeable, & very friendly. When making such a massive investment, it’s important to be able to have faith and trust in the company and its people. Highly recommend!! Thank you Water World. We love our pool 🖤

We love our new pool from WaterWorld! The team was wonderful to work with, did a great job of cleaning up after completion and provided full service throughout. We had a couple of hiccups, but they were addressed promptly and to our complete satisfaction! Would highly recommend them.

The staff is friendly but, wasn’t able to help me. I asked to speak to the owner and he provided terrible customer service. They were happy to take my money but, I have felt a lack of support through set up. Wayne, one of the owners was rude, dismissive and wouldn’t even return a follow up email. Will not recommend their store.

With the web store not showing stock you are playing a guessing game if they even have the parts. I order some jets, a couple days later Scott Kenefick responds telling me they no longer carry this part. I reckon it may be time to remove it from the web store. It was not replaced for almost 2 weeks. The replacement part does not function as the original. Scott has ghosted me and will not reply to my wishes to cancel the order and refund my money. Neither did he send me the part I have no use for. Sad really

End of May before the website stopped allowing quote submissions, I requested a quote. No response waited over 2 weeks. Called the store asked if there was an email I could send the information too. Was given an address sent the details and received a receipts sever has blocked your email message.

Waited again then called and left my name and email for someone to get back to me instead. It's been a week again and still nobody has bothered to reach out.

Not happy , guess business is so good they aren't looking for work.

We are renters and our landlord has an account with Sterling. I've been into the store and had them out and these guys (and girls) have been the friendliest, most helpful people I've talked to in "at home" services. Did their job right, taught me along the way and I always feel better when they've been here to look at things. Can't say enough good about them. Definitely reccomend these guys.

Ordered a new cover for my hot tub in January 2022 and received it within 3 weeks as promised. The online order process is very user friendly and Scott was able to answer any questions I had along the way. Very professional team and organization overall - 5 stars!

good hot tubs and swim spas and the ladies that work there are gorgeous!!!!!

We first went here and everything was great. Gerry sold told us pricing incorrectly for the wrong model but however it was rectified and we were offered a hot tub with package. everything was fantastic. They answered all our questions, we even took in coffee for the rep when we went in to ask questions. They delivered the hot tub without any packages. We questioned it, it was turned around on us, that we didn't buy the higher model even when they wrote it on the invoice. when discussing this, Gerry wouldn't listen to my side of things and hung up. If you want an invoice / receipt Gerry seems to think a photo is appropriate. I have asked for a receipt and have still not received one. The spa school they offer has not contacted us after three weeks of having the hot tub so if you don't know what your doing watch you tube videos, there was no explanation when delivered about what we should at least do in the way of chemicals. They just give you a box and expect to know. Unfortunately for me I got a bacterial skin infection from the water because we had no idea and I can not use it for 14 days. Awaiting for them to call me

Just a quick note to say how great it was to work with your company. Prompt replies to my questions by both email and by phone.
The pump arrived very quickly and in good shape. Inlet and outlet matched up perfectly once I turned the wet end 90 degrees. I had it installed the same day it arrived without any major problems and it is running like a top, nice and quiet!
The local spa store was quoting 2 or 3 weeks to get a pump and then major bucks to have them install it.
I am really glad I found you online and in Canada too!

Extremely disappointed with my experience with this company. Been waiting 6 months for parts on two orders. Was able to get partial delivery of in stock items, but others never showed. Multiple calls and emails go un answered. When I do get through to Scott, I'm promised prompt action which never occurs. I've asked for a refund on undelivered parts but now am getting zero response to calls and emails. Dismal customer service.

We purchased out Hydropool hot tub June 2019. We are so pleased with our hot tub and the service and support we have received from this company. They have made owning our hot tub a wonderful experience. From the first time we ordered our hot tub and over the years. Any questions are welcomed and their knowledgeable staff are helpful and friendly.

Purchased a hot tub a month ago. Mack was very friendly and helpful at time of purchase. When hot tub was delivered, there was no steps or manual left. Was told steps were on back order. Still waiting after almost a month. As for the manual Mack sent a link, which turned out to be a generic manuel, but not specific for our individual tub. As a first time hot tub owner I had a lot of questions. Bluetooth speakers do not work and there is a crack and some scratches on the tub that were not there when purchased. Left messages for Mack to rerun our call and never heard from him again, after many attempts. Pictures were sent to service and still no response to our crack and scratches. Very disappointed with this place. Would not recommend.

NOT GOOD. I bought a motor and pump assembly for my 2012 Arctic Spa-Tundra. Arrived in good time and was reasonable price. Installed it and worked great. Unfortunately, didn't last. The screws holding the wet end together came out of the their plastic housing, emptied my spa and soaked all motors in 4" of water. Contacted Scott 5 times and took over a month just to hear back. Another month to get a return authorization. I clearly explained what had happened (by email, in writing). He said fill out the return authorization and send it to ELM. Sent to elm, months of nothing. Contacted Scott, he sends me a note from ELM saying that the pump was damaged (to be clear, I had also removed the pump from the motor and sent only the pump, which I explained ahead of time that I was doing and of course it was damaged, that's why I had asked for warranty work). The note also said the motor was not attached and they only return new, unused equipment. This repair was well within the warranty period. I don't understand. I followed up with Scott, his response was that they only return new unused equipment, which I guess mean that you don't need to worry about your warranty because they don't stand behind one. I asked Scott to please call me at his convenience to discuss. No response. Sent him a copy of this review. He responded via email saying that I had not followed return instructions properly. Return instructions were attached to that email. I had never seen them before, they were never supplied at the time of return. I had only been sent a return authorization. Overall, I guess I would say shop at your own risk because you will not receive any warranty support.

We just bought a hot tub from Hydro pool in Peterborough. The customer service is exceptional. Casey was knowledgeable, friendly and a pleasure to deal with. Our hot tub was delivered right on time. The fellows that delivered it went above and beyond to make sure we were happy.

I recently went to Hydropool in Peterborough and as a new hot tub owner I had lots of questions and needed advice on chemicals and operation of my new toy. I received an excellent service from a fairly new to this business but very knowledgeable and friendly gentleman. He was extremely helpful and patient with me even though I continued to repeat my questions and I really wasn’t sure what I needed. He gave me his undivided attention and answered all my questions. I highly recommend Hydropool store to anyone interested in buying a hot tub or in need of service.

One of the rudest customer service experiences I have ever had. We’re new hot tub owners and needed some items, so thought we would try here. The man that was helping me was impatient and clearly frustrated with me not knowing 100% what was needed. We called in before hand to ask to have somethings ready for me to just pick up (the person who called knew what was needed) but was told they don’t have time for that, to just send me in and they would help me there. The man did take the time to help me but seemed very rushed and was not impressed when I ended up calling the person who knew what was needed to confirm the items, and then they were the wrong items so a new bill of sale would need to be done. Also told me they didn’t have a product, that I found on the floor myself. Not professional at all. The store was busy but another staff member did come up and offer to help him and he said he was fine. I was so put off but his rudeness, I walked out without anything.

I ordered a new Grundfos circulation pump and spent a couple of days trying to get it going. After testing it out of the tub, the flow rate was ridiculously poor. I called Scott he and asked me to email instead. He later referred me to the distributor email which said I was probably using it for the wrong application and that the pump works fine (I still have the pump in my possession). It's a hot tub circulation pump being used as a hot tub circulation pump. I was told "You can't replace a Corvette with a Lada." (This pump is actually considered an upgrade.) Scott is accepting the return and will "test the pump."
I understand that it is very rare for a new part not to work correctly but it was a struggle to get someone to look at this pump. Hopefully I can update this review with a happy ending!

Update: After returning the pump, I called back a month later to check the status. It was found to be working correctly (I still have no clue what went wrong.) Scott quickly offered to split the cost of testing the pump and shipping it back to me which I really appreciated. I think that’s pretty decent customer service.

Ordered a 2-speed pump for my hot tub: Scott confirmed the correct replacement part number before I ordered; Great price & fast shipping; installed & hot tub runs great. Excellent customer service: a part number error in the pump electrical cord was made right - Scott called and promptly sent a replacement. Thank you for all your help !

Amazing service. Water World Pools has helped me out multiple times with our pool. from opening and closing, installing a new liner, and most recently helping us get rid of an algae issue which is a pain. Within 2 days of doing a treatment of chemicals and procedure for a ton of algae that took over our pool its gone (see attached image)! thanks for the great advice Garret and the team.

Prices were extremely high, and so were the workers when they worked on my friends pool last summer. There concrete prices around the pool for stamped concrete were way to high, not impressed with the service. Did not get them to do anything but a pool. Will never get them again.

Found Scott and The Hot Tub Superstore on google. Many parts available online through different vendors. These guys are the ONLY ones who actually reply to their emails in a matter of minutes. Timely responses, & knowledgeable staff. My pump arrived in a few days and was installed without issue. Local spa shops charging at least double for identical pumps... If you have a need give them a try, I know they will be my go to now.