Glaciers Spas Reviews (%countItem)
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Glaciers Spas Rating
Address: 5 - 15 Brownridge Rd, Georgetown, Ontario, Canada, L7G 0E2
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I have been attempting to resolve ongoing issues regarding my purchase of a swim spa for the last year now. I bought this unit at a *** on Apr 7/18 and it was delivered on June 19/18. *** was the sales rep at the ***. I paid $26,555.00 for swim spa plus delivery and warranty registration.
June 28 - first service request - air switch broken, one jet seized, pump 2 rotating switch (diverter) (sounds like its got air or something) very loud compared to Pump #1
Aug 8th - 2nd service request - no reply
Aug 28th - came to service - fixed air switch, unseized jet, could not fix issue with diverter
Aug 31st - 3rd service request Re: diverter (no reply)
Sept 6th - 4th service request Re: diverter (no reply)
Sept 10th - 5th service request Re: diverter (no reply)
Sept 11th - 6th service request Re: diverter (replied - asked what issues I was having) Advised nothing wrong with my spa without even coming to look at my unit.
Sept 15th - emailed showing ongoing issue with diverter - sent video
Sept 17th - I was told it was normal and that was not an issue
Sept 18th - emailed for service regarding another issue - pulsating jets caused from kinked lines and outstanding diverter issue
Sept 20th - came to service kinked lines and diverter issue outstanding from service request Jun 28/18 - advised pump #1 was defective and diverter defective and they would be replacing
Oct 2nd - emailed to see when they were fixing defective parts - no reply
Oct 11th - emailed to see when they were fixing defective parts - no reply
Oct 17th - emailed to see when they were fixing defective parts - manufacturer (Dynasty Spas) replied that they contacted Glacier Spas to respond to my service requests - no reply from Glacier Spas
Oct 24th - requested Glacier Spas to pick up defective spa and return my money - no reply
Nov 6th - service call - replaced diverter and pump and straightened kinked lines
Nov 24th - I lifted the lid to use my spa and found that it was only half full of water. The jets were shooting air/water 15' when the lid was opened and the force of the water against my cover while the lid was closed ruined the inner cover. I phoned Glacier Spas to see what to do and they told me I would have to request a service call on line, which I did.
Nov 26th - service call - replaced diverter again but I advised service tech that it is still loud like the original issue - was told there was air in the lines and it would work itself out, advised cover would be replaced
Dec 3rd/ Jan 2nd/Jan 10th- email for service - diverter still loud and cover not replaced
Jan 16th - reply from Glacier - advised will not be fixing diverter nor replacing cover
Feb 4th - emailed service dept - no reply
Feb 15th - Glacier replied that service tech will be in touch - no one responded
Feb 21st - emailed service dept - no response
Feb 28th - response from service dept that service techs are not servicing spas due to weather - repairs will be done as soon as weather permits
April 15th - emailed service dept - no reply
April 22nd - service request - no reply
May 1st - service request - noticed that the unit is now leaking which I can only assume is because the lines have now split
May 3rd - service request - outstanding issues - lines, diverter and lid replacement - no reply
May 5th - talked to *** and *** at *** in Collingwood - *** advised there was nothing he could do - *** advised he would contact me the next day - have heard nothing to date
I feel that Glacier Spas are in Breach of Contract/Warranty. This is a defective unit. Since the issues under my warranty are not being resolved I would like for them to come and take back this unit and return my money in full.
This has been the worst customer experience to date and it's not even over. Right from the get go they had our tub configurations wrong and were unclear of whether or not their own accessories (that they were trying to sell us) would fit on our tub. Delivery was 2 hours late and installed in darkness after our electricians left.
The tub was faulty and we had to do our own trouble shooting and fuse replacement (multiple times!). And this is after we had to pay our electrician to come back and confirm that there was nothing wrong with the electric and that the issue was with the tub. All because they couldn't be bothered to send out a tech in the first place.
Additionally the wrong warranty was sent with the tub and so far there has been no confirmation on the warranty that was promised to us when we bought the tub with any documentation. We've written them to have this confirmed and have been left hanging.
Almost a week after installation the tech finally arrived to diagnose the issue. Supposedly he was to come back with the required part.
Since then there has been no communication. Customer service is non existent and we are unable to get a hold of anyone in the business.
We got our hot tub delivered on November 8th. We are now Nov 22 and it's still not fully working.
Glacier Spas does not communicate with their customers and choose to simply leave them in the dark.
Dave the service guy was their only saving grace and even he seems to have disappeared.
Bought a spa from this company... it arrive scratches in several places which I contacted the company about. I was also told sanitizer would arrive in the mail within a week... which it's 2 month later and we've called several times about. Once they drop off the item you will never hear from them again. *** Sorry I purchased it from them next time will
Buy local.
I bought a spa gazebo on Aug 24, 2018 at the *** from Glacier Spas. There was a $3,000.00 non refundable deposit. The charge on my *** was for $4,029.03. I phoned Glacier Spas who told me that they charged the deposit in US currency in error. I sent them proof of my *** charge on Aug 30, 2018 and asked for a refund of the exchange $1,029.03($4,029.03-$3,000.00=$1,029.03).Since Aug 30, 2018 I have spoken to Glacier Spas almost every day asking for the refund.Today, Oct 21, 2018 I am still waiting for my refund for the exchange.
Product_Or_Service: Gazebo for spa
Account_Number: XXXXX
Refund Refund via my *** or cheque of the amount charged in error $1,029.03.
I bought a new pump from save on spas tried to install it not fitting properly I called Steve did not answer I sent him a text 5 minutes later I got a call from the repair man said he would show up never did I sent a text back to Steve never responded back my hot Tub is not working in the freezing cold poor service ***.
Staff are always so friendly and helpful nothing bad to say
Thank you for your business and support. Enjoy your new spa, and welcome to the Save On Spas family.
We bought a swim spa from save on spas,they delivered it two months late. We have now had it three years and already have had major problems. They had to replace both spa packs at a total cost of $1600 because the warranty only covered 50% which we were not told about. When they were done fixing it they were putting the panels back on and broke one panel and two of the tstrips as well as stripped all of the screws,that was December 2016 it is now August 2017 and they have done nothing. I call once a week and every time it's another excuse.
I would like save on spas to replace the panels that they broke and the existing problems that i am having with my swim spa
It is unfortunate that you have had those issues with two components in your swim spa. Those are electrical components which may be exposed to outside electrical interference such as power outages. When the power goes off and on quickly there is a very high possibility that there is a voltage spike in the line which will damage the spa packs. This external power surges seem to be the most common cause of the packs malfunctioning. The warranty does cover 50% in years 4 and 5. This is all stated on your warranty card.
SOS needed to repair the spa in the middle of December to eliminate the spa from freezing. It is very difficult to work on cold conditions and sometimes there is small damage which might occur. The tech did not have any new screws to replace with the damaged ones at the time. The tech has ordered new screws from the manufacturer and also has the new TStrips as well. The manufacturer has changed the material used for the siding on the swim spas as of 2017. It is a little difficult to acquire the old material in a full panel. The TStrips SOS has now and will schedule the service tech when he is working in your area to come replace the screws and the strips. SOS is still working on sourcing out the material for the centre panel.
We will email the customer ASAP when the tech will be there.
(The consumer indicated he/she ACCEPTED the response from the business.)
on/off valve broken, notified last week of June, sent photo of broken part and placement of valve, constantly told that it is coming, last week spa completely shut down and is not running, numerous phone calls, emails to *** and no response. repair man was to come today but no call or visit, spa under warranty but they still want 200$ to diagnose problem...7 weeks of frustration and no results, but more importantly no respect from anyone at the company. Paid $21,000 up front in cash before delivery and that was an incredible hassle in July 2015. waited around all day for repair man to either call or come, even sent an email to the plant in Tennessee to see if they could do something. Waiting to hear from them.
fix my spa and because of all of the delays, obfuscation I don't want to pay for any parts or service call fee. If it is still under warranty that should included labor and parts including diagnostic service fees.
The following complaint is due to a non authorized technician working on this customers swim spa. The manufacture warranty is void when this occurs. Save On Spas is not liable for any damage which occurs once a customer uses another technician to work on there *** product. The valve was damaged during a winterization which the customer paid and outside party last year. They are not a certified or authorized *** Tech. The valve was removed and installed incorrectly which caused the damage over the winter.
The Save On Spas tech was aware of this and ordered the part for the customer out of respect for the customer. The service call was placed in the service queue and was prioritized based on the nature of the problem. Please be aware and as explained to the customer several times, Save On Spas is not responsible for any damage which occurs due to unauthorized people working on a *** product.
The unit was not operational because the breaker was not turned on outside. The Save On Tech simply turned the breaker on and the swim spa started up.
There was no need for this compliant to be sent to Revdex.com as the cause of the two problems outlined in this complaint were a direct result of an unauthorized person incorrectly working on the *** product causing damage to occur.
This has been explained to the customer and recommended that they only use certified *** Techs through Save On Spas to avoid any future problems like this one.
Dear ***: I am dumbfounded by ***'s response to my complaint. First of all their technician did not diagnose the problem as stated by ***. In fact we diagnosed the problem ourselves the next day when the problem happened again. It aappears the design of the tub is such that when you are using the rowing bars the water splashes back to the part where the hot tub section. When the water splashes over the edge of the tub it splashes over the side and down to where the pumps and motors are. When that gets wet the spa trips and will not start again until the pumps and motors inside dry up. That was the issue when the tech came, the area inside was already dry from the day before. He did nothing except replace the on/off valve and charged us $227 for basically doing nothing. The next day the same thing happened again and we waited for several hours and noticed that when the area by the motors and pumps was dry the spa turned on. This is a design flaw and not due to our using another spa company to winterize out spa. When it happened the second time the next day I immediately emailed the technician about it happening again but there was no response. We used a local spa and pool company because Save on Spas chagred 500-600$ for each opening and closing. The technicain who looked after our spa is an expert and has over 20 years experience, much more than ***'s technician. He blamed us for the breaking of the on/off valve and told us we should have installed vaseline in the slot...really, vaseline...this is an incredibly cheap piece of plastic that breaks at the least amount of pressure exerted to make the water jets spray the water. The valve broke the first couple of days upon installing the tub and the technician came and replaced along with pump #3, which broke after only a few weeks. At no time did the tech tell us to use vaseline when installing the valve. My son and I tried numerous times to have the valve delivered to us, in fact they requested a picture of the tub and valves and locations of valve be emailed to them. We did as requested by *** the owner and every week starting the end of June either my son or I called and we were told every lie and excuse they felt like telling us at the time. The usual: it has been ordered or we didn't get the email with the picture, it is the long weekend, next week it will be shipped out, this went on for the whole month of July and half way into August. For the August long weekend (Friday) *** told me it had been mailed and it should arrive on the Wed. after the long weekend, in fact it was brought in person by the technician on Aug 14, so how many lies were we to be told. I sent repeated emails to his brother *** who told me 3 years ago to deal with only him because we had a lot of trouble during the installation. He never responded to any emails or phone messages and we had reached out saturation point with this nonsense starting around June 15 and finally the tech visit on Aug 14. Tell me at what point do you start getting upset? After being treated with such disrespect and out and out lies. As to the warranty, no one ever said the warranty is void if we had some one winterize the spa. If fact there are instructions and videos fron Dynasty that show you how to do it yourself. Does that also void the warranty. I have read all the complaints againsty this business and I totally understand the frustration the other people felt. I want my warranty back and I think that the technician did not fix the problem but it fixed itself when the pumps and motors dried up they should at least give me half my money back. I'll pay a few dollars for the valve but the service call for a problem that was a result of poor design tripping the motor is not fair. The fuse box was on and the tech did not turn it on. The spa turned on because all the interior parts had dried over night.
This business is one of the worst I have dealt with and had I known how badly they treat their customers I would never have done business with them. I love the spa, I hate the problems and attitude of the company and their overal disrespect and disdain for the customer once they have your money. This was not cheap and for that kind of money you would expect better treatment and some respect.
Dear ***: Just to bring you up date on this case. After numerous phone calls I finally talked to some one else at Save on Spas and she immediately took action and within 3 days the spa was repaired under warranty. It was not the fault of another technician working on the spa but pump #2 burning out. The spa now works and I wish I had called more than the service number on their website. I called the office ang got immediate response and the spa was fixed within two days. Thank you for your help.
We bought our spa at Save on Spas in 2008. Over the time we have had the spa Save on Spas have been helpful and had everything we've needed. Recently the original cover needed to be replaced. Four years after the usual life span of a cover. Ahmar, who sold us the spa in the first place nine years ago, was extremely helpful and generous with his time and to be sure we had what we needed at a good price.
Thank you for ur continued business and comments.
I purchased my dynasty spa last June 2016. The delivery was on schedule and Steve even waited around for the final electrical hook up to ensure the tub functioned properly. The team at Save on Spas has always been very helpful with any questions. It is a great idea to go to their free spa school to learn all about your spa model and functionality. It was even a breeze to change the water and clean the tub for maintenance.
Thank you I. Family,
We are grateful for your business, comments and support. Welcome to the Save On family.
We purchased a swim spa from Save on Spas a few years ago, so we have dealt with this business for a few years now. In the past, the customer service was quite spotty (sometimes reasonably good, sometimes quite bad). HOWEVER, I needed this help this week a couple of times and they have been excellent. I dealt with Steve who is the manager and an owner and he was extremely helpful. He understands there were problems in the past and he has worked hard to fix them. I recommend this business, they have good products and they have sorted out their customer service.
Thank you Graham family for your support and business. We look forward to taking care of your swim spa for many years.