Polar Spas

I ordered a Polar Spa Tub over two years ago. Almost immediately two buckles broke. I have been begging for two years to get 2 sets of buckles. Last fall, my LED display broke. I have been trying to get this fixed. I am so stressed, I can hardly deal with this anymore. I have made so many phone calls and sent so many e-mails over the last two years, with promises but no actions. I am ready to picket the store and file complaints with Consumer and Corporate affairs. I am looking for others to join forces. I can be located on Facebook and would appreciate any others to contact me. Karen Keller-Calgary. I paid 12 thousand dollars for my tub. I feel that I have wasted my money and would really like them to take the tub,and refund my money, so I can make a purchase with another company. This has been the worse purchase in my over 60 years. I would warn anyone from purchasing from Polar Spas. I now have an appointment to have this issue resolved. Polar Spas has supplied the buckles and replaced my control panel. They were not pleasant and when I said I needed filters etc, the reply was "you can get that anywhere".
I won't be going back.

I am frustrated beyond belief with this company. The service they provide to customers paying big money for hottib is atrocious. I have had my hot tub repaired 4 times, and each time requires 4-6 copies of the sales agreement, numerous follow up calls, and always, no one calls back. People, stay away from this company. They will push you to the brink of insanity.

Purchased a hot tub from Polar Spas back in the summer of 2012. The tub when working was absolutely fantastic and we enjoyed it as we both suffer from back and knee problems. However, right from the start, we have found the service to be absolutely dreadful after we got the hot tub. We purchased a cover and found that it was missing the plastic key for the clips. It ended up taking us about 5 months to get this plastic key after dozens of phone calls, multiple false promises and 2 separate trips into the stores before they found one for us. I was quite upset with the service but because it was such a minor item, I never kicked up much fuss. Then a few months later, we were having problems with the hot tub tripping the breaker and called Polar Spas to try and set up an appointment, but after 3 calls and promises to get back to us, we never so much as heard a word back. We managed to find someone to take a look and got the problem solved ourselves.
Now unfortunately for us, we just had a problem where the hot tub went cold (assumed the heater broke down) and again we are just getting a run around and haven’t gotten a call back to even book an appointment, let alone come in to take a look. There have been about 6 phone calls before and after submitting a service appointment form online, and I keep hearing the same pitch of we will have somebody call within the day or 2 days, however it has been nothing but silence from them, and in the middle of winter that is obviously a major problem. Only thing I kept hearing is don’t let your tub freeze because your warranty will be void. I honestly feel it will never get to that because I will never get any kind of service from them.
After all these problem, reading some reviews and finding another person who has had similar issues with his tub, I will never recommend anyone buy a hot tub from this company. I can only say if you decide to buy a hot tub from them, just pray that everything works perfect. They will not provide you with any service and from this experience along with others I am reading about (check the poor rating on BBB), I am extremely suspicious of how well the warranty is going to work if it ever gets that far.

I purchased a hot tub from Polar Spas in August of 2012. I was told I could have it sent to me when I was ready for it even if it took 2 years but they need 4 weeks notice. With last winters weather conditions and one thing after another it took until the first week in October of 2013 for us to be ready for our hot tub. I received numerous calls reminding me it would take 4 weeks to get me the hot tub so make sure I call in plenty of time. The first week in October I called to order our hot tub and was told it would take 6-8 weeks to come in. When I asked what happened to the 4 weeks that was drilled into me many times. I was told that it would be 6 - 8 weeks no real explination. So fine that would bring my hot tub the first week in December at the latest. I called in December only to be told that my tub would be on the next shipment to be here by the end of January. I explained that we expected to be using it while on holidays over Christmas I was told that this was their busy sales season and that has put the shipments behind. She assured me she would try and see if one of the stores had one for me they could send that came close to what we wanted. She called me a few days later on the Friday to tell me she may have something for me but wouldn't know until Monday for sure but she would call me either way on Monday. That was the end of December. I didn't hear from her until the middle of January telling me my hot tub was on its way and will arrive on February 10th. She said she would call me in a week to finalize payment and set up things. She told me to make arrangements with my electrician for sometime after the 10th and they would have everything set up if possible. I called her right back after talking to my electrician and he was available on the 13th. It is the 13th and I have been trying to call Shaina for 2 days now and have been given the run around being told she is in meetings all day and then today I was told she is in meetings everyday for about 4 hours. The gentleman I spoke to told me he would find out where my hot tub is and would get right back to me in a few minutes. That was at 10:30 am Alberta time and it is now 1:15 pm Alberta time and still no call back. It has been 18 weeks since I ordered my hot tub to be delivered and still I have nothing! UPDATE: The owner called me and has indicated that he understood our frustration and disappointment and has assured us that we will be well looked after and compensated for our troubles. We still don't have the hot tub and probably won't for another couple
of weeks. We will see what happens next and will update this in two weeks or sooner if we get our hot tub before then. March 7,2014 UPDATE: well I received a call saying our hot tub was in the warehouse in Edmonton now but they would have to make arrangements to have it shipped here as soon as the weather improved. I totally agreed with that. Chris said he would call me once the forecast looked favorable. He assured me It was a priority to get me my hot tub as soon as possible. Well, last night I came home from work to find a message on my phone from Chris saying it looks like it is warming up next week and he wanted me to call back to set up a day that works. I assumed that meant a day next week and so I called me electrician to see what works for him. Today I called Chris at 10:15 am Alberta time, I told him when my electrician was available only to be told that I am not scheduled for next week, he didn't say that. So I asked him when I was scheduled and he told me he had to call me back in a bit because he was just opening up the store. I said ok and waited and waited for him to call back. At 5 pm Alberta time I called him again only to be told he was gone for the day. However, Chris called be back around 6:30 and set a date with me. We will have our hot tub on March 21st. I was told he would send me a receipt showing paid in full and it would be emailed to me by Saturday morning. today is Tuesday and still no email. March 24UPDATE: the weather has not been cooperative so still no hot tub. Chris called on Friday morning to confirm it was too cold and left a message for me to call him to set up a new delivery date. I called back at noon and left a message for him to call me. I finally called him back today and was told again he was busy at the warehouse and they transferred my call there but no one would answer. Tried about 4 times and finally got a hold of him at 5:20 pm only to find out he didn't have my paperwork there and he said he would call me tomorrow with a date. Even though I'm not happy it is taking so long to get my hot tub it's the communication or lack of it that frustrates me even more. It is very hard to get answers or get ahold of certain people there ... Customer service doesn't seem to be the number 1 concern for the company. UPDATE Apr 9th: Well today we finally received our hot tub. So Excited! Well I was. We paid for full set up service. When we purchased the hot tub from Doug 20 months ago he told us the full set up service would take about 4 hours and it included getting the hot tub up and running to make sure everything worked. Well today the owner, Chris, brought our hot tub himself. He called me and left a message on our phone on the 8th at 3:10 pm stating that they were on their way and would be at our place just before 10 am tomorrow. They were coming the day before so they would be here early. Edmonton is a 7-8 hour trip here. Chris text me at 9 in the morning to say that they would be a bit late. They didn't show up until 12:10 pm. In the meantime our electrician was sitting there waiting at 10:30 and we were paying him to do nothing. He left around 11:00 and went to do another job until we called him. Around 2 pm my husband texts me at work and says they are leaving because the electrician had to make some modifications because an employee at Polar Spas gave us wrong information as to where the wiring needed to be and they needed to get on the road to go back before it was too dark. They didn't want to travel at 3 am again. My husband pointed out to them had they been here on time them travelling in the dark wouldn't be an issue. I came home to find my husband in a discussion with Chris about the full service package we paid for. Chris told us that they have done everything except add the water. I asked, "so what happens if it doesn't work for some reason?" His answer was "I'm not a service person I don't fix them I just set them up" I also explained that we paid for a service we weren't getting now. He then said what we paid for was done and the half service only includes delivery and drop off. I then asked why were we told it was a four hour service and we were only getting a two hour service if that. I was then told again that they have done everything but fill it. He tried to blame it on us not having the wiring done properly and because of that they couldn't stay and wait for it to be fixed. It took the electrician about 30 minutes to fix it but they had already left by the time he was done. We had to purchase an adaptor for the tap so we could fill it with the hose so we left at 4:30 when I got home from work and came home and filled the hot tub. I left for a meeting and when I got home I came home to a hot tub that won't work. I sent a text to Chris telling him my husband did everything the troubleshooting guide told him to do and asked what to do. He would have still been driving or just made it back to Edmonton if it took the traditional 7-8 hours to drive so he should have received it. He never responded. An hour later still no response so I text him again telling him how frustrated we are and how this whole experience has been a complete disaster. No response. I was willing to end this review with something positive and say Chris came through for us in the end but I still can't do that. If and when he makes this right I might still be able to do that but not right now. UPDATE April 22nd: well today we finally have a fixed hot tub. It turns out the breaker was faulty so we had that replaced today. Even though the hot tub wasn't the issue had they stayed and done the full service as was purchased this problem probably would have been cleared up right away. I must admit even though we were frustrated Chris did try to help us get it going long distance over a phone and texts. He talked to the third electrician we had look at it and had him check troubleshooting points and eventually the problem was found. Thank you Chris... He really does care about his clients just needs some work in the communication with customers.

We purchased a hot tub from the South Edmonton Polar Spas location in 2013. We dealt with Sean Ellis and highly recommend him and this location. No issues at all and we are very pleased with the service and expertise we have received.

I contacted polar spas saying I had no heat on a cold winter day. I was given an appointment for a week later. When I called to confirm, I was told we were bumped to the following week. When the tech finally came he did not fix it but had to come back the following day. The service is improving from before but is still far from where it needs to be. In addition the service call cost has over doubled in just 4 months since I had to have the heater replaced last time on our tub. I really hope They are able to get enough service techs to properly address the issues of their customers. We have referred many people to this company but can't any more after our experience.

I paid for a tub 5 months ago with promises of seeing it in about 3 weeks. 5 months and endless excuses later I still have no tub. When I ask for my money back they just blow me off and say it's almost ready week after week. Don't go there looking for a Christmas present for your family. I paid for mine in June and still no sign. And don't comment on Facebook either they will just block you and put up a message how you must have been mistaken about what they told you. Do your homework on places like this before you give them any money.

I have had an American spa from polar spas for a couple of years. I have found dealing with the service department frustrating. I realize that they have been making changes to improve. I was unable to get their online system to work. The fax number they posted on line was apparently wrong. Once I was able to get through things went somewhat better. My service technician, Justin, was very nice and polite and got his job done quickly. My issue is that it took over a week to get him out to fix my leaking hot tub. I am hoping improvements will still be coming.

I recently contacted Polar Spas for a service call on my spa tub. The staff, Katie, Shaun, Tiffany and all staff were absolutely awesome. Very helpful, attended to my call within hours. Great customer service!!