Polar Spas

My overall experience with Polar Spas was great. They price matched with the competitor which I greatly appreciated. I had a tight deadline and Chris Shaw, the owner, personally went over and above to ensure my fire table was delivered by my deadline. The cover was on backorder so it took longer than hoped to arrive, however during this time Elizabeth was consistently in communication with me which I appreciated. I would highly recommend this company to anyone.

Purchased a tub in 2006, been fighting for service since. We came to an agreement for polar to purchase the tub back from us January 2013. Chris shaw strung us along until June when he finally said that he had no money to buy it back from us. We requested it to be fixed then. Techs were sent out without tools or parts. One tech even came to just take pictures. Chris insisted we remove the benches for out deck to have 100% access to the tub. There were still no attepms by polar to fix it. May 9 2014 my husband and Chris came to an agreement that we would trade our tub for an outdoor kitchen. It was to take 8-10 weeks (10 weeks being July 18). My husband spoke with Chris July 26 and was promised two more weeks. It is now September and no BBQ. My husband and I have both made several attempts to talk with Chris but his employees claim he's busy and he does not return calls.

Stay away from this store! Take your business else where. I bought a hot tub for almost $14,000 a year ago and have had to endure the painful service polar spas offers. If polar spas was in any other industry, they would be bankrupt. It's very unclear to me how they continue to operate with the reviews and poor customer service

HORRIBLE! HORRIBLE! HORRIBLE!!! Worst experience I have ever had with ANY company!

We recently moved into a house that had a Polar Spa hot tub in it. As the hot tub was still under warranty, we did not panic when one of the pumps gave out. We called Polar Spas and they assured me that if I paid the $500 fee to transfer the warranty there would be no issues. We did so happily and patiently started playing the waiting game. This was in May... it is now August! We have called numerous times, went into the store, even had a service guy come out to look at our tub (2 months after they assured us he would be there) and still nothing has happened! Not a single piece of information that we have received from this company has been truthful.

They are a very shotty business with slimy salespeople that will say anything to make the sale, especially Kain. Never ever deal with him, you will regret it.

If you don't believe me, look into the Better Business Burrow's report on them. There are over 40 complaints with 2 that Polar Spas didn't even bother responding to! I would not even be surprised if some of the good ratings on here were written by them.

Now we have to fight to get our $500 back from them, which we never should have been charged for in the first place, so that we can hire another company to come fix our pump.

We had the same thing happen as Heather from Stony Plain. It took 10 months and a lawyer for us to get our tub. They finally delivered on the last day before legal action was to begin. Buyers beware of Polar Spa Edmonton. I wouldn't trust them as far as I could throw my hot tub!!!!!!

I am very satisfied with the service and delivery from Polar Spas in Jun 2014. We got transfered to a couple different people during the buying phase, but someone there was ready to take over and help us through the sale and receive the Sauna. The delivery and setup of the sauna was quick and done professionaly.

October 2013 I went into Polar Spas to buy a hot tub for my family for Christmas. I was told that there was a hot tub that was ready to be shipped. They informed me at the time that because it was ready to be shipped i needed to put the down payment of $1000.00 and then to come in the next day and pay for the remainder. The total that I pain to Polar Spas was just under $14000.00. Yup... I was that stupid... Although I read the sales agreement after where it said I did not need to pay the full amount until one week prior to delivery... As of today's date I still do not have a hot tub or my money back. They say they have the right to take up to 21 weeks to deliver a hot tub to you.... Please be aware of this... Even if they tell you that it is ready to ship... They can hold you to this as they did me. Please don't be dumb like I was and give them the full price of the hot tub... I did and look at me now.... So you may ask why Polar Spas has not given me my money back? Well I wish I can answer that for you... Wouldn't you think a company that was reputable would have? It became clear after 21 one weeks came and went that the hot tub they said they had didn't exist... So wouldn't you think they would give me back the money? So please be aware... Don't be like me and fall for there lines... .I have spent time on the phone and filing complaints with the BBB and to Consumer and Corporate Affairs. Even attended a taped interview regarding my encounter with Polar Spas with Consumer Affairs... I have also filed a Civil Claims action against Polar Spas and its owner.. I felt FINALLY I would be able to meet with this man and have the courts hear his excuses... Well that date approached and I as I waited.... and waited.... Polar Spas and the owner did not show up... They did not show up to a court appointed mediation date? Really? So once again a new file was opened to have my Civil Claim heard in front of a judge.... This upcoming week I will also be going to the RCMP to file an additional charge... Please Please be aware... PLEASE don't pay for your hot tub before it is being delivered. Please please research this company before buying a product. I know there are people on here who have had a great relationship with Polar Spas and I am truly glad you have. However please be aware I am not the only one who has not had a hot tub delivered and heard nothing but excuses. 10 months has come and gone....and I have no product and no money.... If this has happened to you and your in the same situation remember to file a Civil Claim as I have. You have options and stand up for your rights... Start with the BBB and then Consumer and Corporate Affairs and then Civil action. If you have any questions for me regarding the fine details of my experience please comment to this link and I will get back to you. Beware Hot Tub buyers...

Heather

The service at polar spas is brutal. No other way to describe it. After emailing my service agreement in 4 times, they respond with another email stating it is not on file. Getting any warranty work completed is a nightmare. STAY AWAY. I would never recommend this company to anyone.

I see after reading some other reviews that stories are similar, or not. I can see others are getting the service that failed for us. To make this simple.

PROS:
1. I loved our Polar Spa the first two years of use. Everything on the inside that was visible was great.
2. We had a great sales experience. I can't complain.

CONS:
1. Service, service, service. Our first sign of trouble in year three...we call for service and get "you might have to pay if an airlock is the issue, etc." Look - I paid for the extra warranty, don't nickel and dime me when I am simply asking you to help me figure out what is wrong with the tub.

2. Poor poor insulation. A breaker will often switch off in the winter. This is standard from what I hear in Alberta. If your tub is not built right and you don't see this fast enough, your tub becomes an ice block. And then your lines freeze. And then your tub is a write off if the damage is bad (which it could be in -30 Alberta winters). Take off the panels - there is very little material, very little foam, very little insulation to protect your tub. A few hours before your tub freezes versus almost a week is a significant difference. And back to the warranty - at least one competitor will pay for the damaged lines even if they freeze. The warranty does not become void.

Sorry Polar Spas, i loved my tub, your bad service has lost us as customers and referrals. Why couldn't you have just responded in a prompt manner without argument?

I give them a 10 rating based on their amicableness and enamoring products. My spa is super and Chris (the owner/sales rep.) was very helpful throughout the entire process. The staff bends over backwards there ensuring benevolence and support is met with the customers. As for my spa, my husband loves it and its therapeutic benefits. I'll definitely be back for more. Thanks Chris.