Hot Tubs Ottawa Inc.

I have so impressed the Service I received from this company so far, Specially York. Before I purchased Pool and Hot tub from them and until now. York is so honest and appreciate customer's business. Last night I received his support even after office hours. I recommend this company regarding Price, Service ,support and friendly staff.

Terrible service!  Bad attitude and very rude to customers after sales.  Ordered a hot tub in June from them, was told it would arrive in 8-10 weeks.  It never arrived, and could never reach anyone on the phone for an update. After 5 months of waiting and still no updates as to the arrival of our tub, we had had enough.  They claimed the pandemic was slowing production across the board, BUT they had hot tubs in stock if we wanted to pay them an additional $3,000 for a lesser quality tub!!  Had to issue a chargeback with our credit card to get our money back as they would not refund (they tried to charge us a cancellation fee- which we refused to pay), when that did not work they tried to charge us for something we never received! When spending this kind of money, customer service goes a long way. They just blame the customer, with no accountability.

After fighting with a hot tub soon after moving to a new house [and similarly fighting with another company over that tub], I was a little skeptical when a friend recommended I speak with Hot Tubs Ottawa. My skepticisms were raised when my initial email didn't get a prompt response, but a brief follow-up on my end resulted in a thorough phone conversation, leading to a very timely diagnostics appointment, which subsequently led to a very timely repair visit. The technician was incredibly knowledgeable and very willing to offer his unabated opinion, which any tub owner should readily desire [what good does sugar-coating facts do for me when it could lead to me doing something wrong, or failing to do something I should do?]. The issue was quickly identified, and when the subsequent issue was identified at the same time the response was professional and prompt. The only "complaint" I could claim to have was potentially on the administrative side of things, but I understand that many businesses have had some difficulties during the pandemic trying to hire-and-retain solid office support, so I don't hold that against them. What's more, the one administrative "issue" was resolved in my favour, meaning I wasn't actually put out because of the minor oversight on the company's part: Nobody should judge a company by a standard of perfection, but by how they act in the face of a shortcoming, and HTO performed splendidly. Ultimately, no "complaint" remained, and as such I am confident in my 5-star rating. The pricing was incredibly good [especially compared to some other big-named competitors], the service was professional and solid, and the tips given are definitely going to be acted upon. I would recommend HTO to anyone who needs professional assistance or handiwork with their spa, 10 times out of 10, and I will definitely be calling them in the future if I ever need further assistance!

Having read the owners response to other reviews I have concluded that my experience with this company was not an isolated event. I ordered a hot tub cover back in late August and was told via email that it would arrive at my home on October 21st. I thought yeah it’s Covid times and all that would be fine (price $1200+). Just to cover my bases I contacted the company late September to confirm the October 21st delivery and was informed that it was indeed on schedule and that someone from my home would have to be home to receive the cover. All good so far….. Earlier today (October 21), around 1600hrs I had still not received the cover. I phoned the company and was informed that the owner would be in contact as soon as possible. The Owner (York Sikora) phoned back and was immediately rude over the phone. I explained to him that I was directed to be home to receive the cover. But the Owner then told me that my cover was not going to be shipped until a much later date (mid-November). I explained to him that I had been proactive and called ahead to make sure that my cover would be delivered that day, Mr. Sikora continually talked over me and would not allow me to explain what had happened. As the call progressed Mr. Sikora insinuated that I was a “liar” and that I was never told it would be delivered today. I have an official email from the company stating October 21 as a delivery day and also a voice conversation with one of his employees confirming October 21. Mr. Sikora seemed very agitated on the phone and was very abrasive with how he dealt with me. When asked why Mr. Sikora called me a “liar” he abruptly ended the conversation with, “You are done, you are not getting a hot tub cover!” As he hung up the phone. I understand with Covid everything is a bit delayed and things take more time. Covid is no excuse for how this man dealt with a customer service issue. If this is how the owner of this company handles himself I would like all to be known that you should take your business elsewhere. The price of the cover was in excess of $1000 I would expect better customer service than this. Do yourself a favour and find another company with better customer service. Mr. Sikora has very poor customer service skills and for that I will never be a customer to his outfit.

The integrity of this company is questionable. I ordered filters online Sept 12th and was charged for them. I sent multiple requests for an update on when I would receive the filters. Finally on Oct 4th Ross Campbell responded to me to say that he was waiting for them to be received. I agreed to wait a while for them. On Oct 26 I was advised that the specific filter I was waiting for is no longer made. I requested a refund. I didn't receive a response. I sent 2 more emails and my husband called. On Nov 9th I received an email from Ross to say that he was forwarding the refund to the accounting department and it will be processed asap. Here it is, November 18th and I have no refund and no other communication from them. This company, Hot Tub Stuff, Dynasty Spa Parts have some serious flaws in communication and accounting. If you are thinking of engaging them in any business, please consider my experience, There are many competing companies that would like your business.

We bought a used tub ion Northern Ontario, with no model or serial numbers. We needed to order pillows that were not on the tub, and had no part numbers. I found Hot Tubs Ottawa Inc. online, and got in touch. They responded within minutes, on a SUNDAY! In dealing with these fine people, they had me take photos and send measurements, and they contacted the manufacturer, and they figured it out for us!!! We now have the replacement pillows which were very reasonably priced, shipped very quickly, and fit perfectly. They look amazing and we could not be more appreciative for the help and service we received from this business! Thank you!!

I am so grateful for York and his team! They helped me tremendously in resolving my hot tub emergency. They were prompt to respond to me and were able to calm me, even though I was quite anxious! I can’t thank them enough and trust them to take care of my hot tub in the future.

We have an older hot tub and although I was out of the service area, York from Hot Tubs Ottawa spent some time on the phone and then on text message to walk me through some troubleshooting steps. Turns out simply disconnecting the ozonator from the board revived our “otherwise left to rot” hot tub. We’re now using it daily again. Hot Tubs Ottawa has gained a glowing customer review and a future customer. Thank you! Your mindset and approach at customer service will certainly ensure an assured growth!