jocala

Can't say enough of the service I received from Service Master Aurora. I dealt with the Vice President and not only was he very professional, everything he said he would do to make the job smooth he did. The Roofers that he hired was top notch and had the job done in such a way that I didn't even notice they were there. They were respectful, clean and got the job done in a quickly fashion. The VP even contacted us and did a final inspection to make sure we were happy and satisfied. What a fantastic experience.

******MY APOLOGIES THIS REVIEW IS FOR GLACIER SPAS IN ONTARIO NOT CALGARY...............PLEASE REMOVE MY REVIEW AS IT HAS NOTHING TO DO WITH THE CALAGARY COMPANY WHAT SO EVER. WE PURCHASED OUR SPA IN ONTARIO************* Why would any company be okay with unsatisfied customers??? This review stuff is not something we would normally do but we are at our wits end. We purchased an A90 Hot Tub from the owner of Glacier Spas at the Toronto Boat Show in January 2023. We gave them our deposit and we were very excited until we reached home and googled the company. Shame on us as we knew they had our non-refundable deposit. So all we could do is give them the benefit of the doubt. Now look where we are! Despite assurances from the Owner that we would have it delivered in early February (Do you trust me?-his favourite line) and sending him photos of the area that had been cleared of snow to allow delivery to take place. We received a plethora of excuses and the tub wasn't delivered until April 4th. Upon delivery it was damaged and the blower didn't work. Then the top side controls started bleaching white despite using the chemicals and amounts as directed by Steve. We shocked the tub as directed and the plumbing spewed all kinds of orange coloured gunk. The owner said that's normal from the manufacturing process. Despite their website's claim of "outstanding service" and the owners claims that they had clients further north than we were so there would be no problem to have any issues taken care of, we couldn't get a service tech to come to our place until July 3rd. That's three months! Tons of excuses and a lot of ghosting by Glacier Spas. The tech came and fixed the blower (programming issue by the retailer or manufacturer) but he left only completing part of the job. The damaged panel was not replaced despite assurances by the owner that it was in his warehouse and would be given to the tech. More diverters were leaking AFTER he left than prior to his arrival. We were told by him that the service manager would be in contact with us by the end of the week to reschedule a follow up service call. That never happened despite us reaching out on several occasions. Ghosting at its best. We used the online service requests in addition to online chatting with zero results. The tub plumbing started leaking soon after the tech left and we sent photos to the owner and the service department. Crickets! The when I confronted the Owner at the CNE and steadfastly declined all knowledge of texts or emails being received. Fast forward to today. Service Manager reached out, asked for an itemized list of the deficiencies. He received them and apologized for not replying sooner. He said he would review and get back to me. Two weeks has passed and no comments from him, but the service department, via yet another employee, stated we have to pay a service trip fee premium of some $285.00 before they would come out to fix the leaks. They NEVER asked for a trip fee for the first service call so we asked the Service Manager why one was being initialized now, even though the follow-up service call was never made and some of the repairs that are required are leftovers from the first call. I also asked him who the President/CEO was and who the actual manufacturer for the tubs is and where they were located. Crickets again. So here we are, Glacier Spa A90 hot tub owners for almost 6 months, stuck with a damaged, malfunctioning tub that we paid cash for, oh and no copy of a written warranty. We can't get a service tech to fix it. We're concerned that they will prolong & ghost our calls for service and soon it will be Winter and then the excuses will start all over again, and our Warranty will expire. To top things off our tub is now green..........its not alga its green.........we have changed the water 3 times since owning the tub and this is the 2nd time its turned green. Our wish is to grab a drink at the end of the day and enjoy our Tub and enjoy each other's company / conversation... Not us we sit in our Hot Tub and ask each other did you hear from Glacier Spa's today? Nope, did you? And then we hope that we do hear from them and some action will be taken! We've read the previous Google reviews of Glacier Spa's and those on the BBB Website right after we had left them with our deposit at the Boat Show. At that point it was too late. (No refunds on your deposit) It seems the negative reviews are closer to the truth than we were led to believe they were. If we could get our money back and get rid of this albatross , we would, in a heartbeat. We were duped by a slick talking salesperson/owner/manager, so shame on us. Hopefully it doesn't happen to you. Our Tub is 6 months old and it looks like its 15 years old. We cannot get any service to repair the numerous leaks and defaulted accessories and damaged tub panel. The owner refuses to do anything even though we are under warranty.....Please view the pictures it will show you exactly the lemon of a tub we were sold