Hydropool

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.

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.

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

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.

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.