Glaciers Spas

This review stuff is not something we would normally do but we are at our wits end.
We purchased an A90 Hot Tub from Steve Rinella and 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 Steve Rinella 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.
Steve said that's normal from the manufacturing process. Despite their website's claim of "outstanding service" and Steve's 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 Steve 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 (Hamza) 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 Steve and the service department. Crickets! Steve, when confronted at the CNE and steadfastly declined all knowledge of texts or emails being received.
Fast forward to today. Hamza 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. A week has passed and no comments from him, but the service department, via yet another employee, Lucas, 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 Hamza 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.

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.

Seen the company vehicle today, doing over 80 in town, passing people, and nearly clipped me, the company logo all over the BMW, orange and black,with your company name on the back, police were notified and dash cam video was given to opp, thanks

We are very happy with the service that we have received from Ahmar and Lucas at Glacier spas. From our first interaction they have been friendly and helpful. They ensured that everything went smoothly with the delivery and operation of our spa. We would recommend Glacier spas to family and friends.

Original review:
If I could give negative star rating I would!

This company is the absolute worst company. Please save yourself from the nightmare myself and so many other customers have had to endure and go literally anywhere else to purchase a spa. You'd even be better off purchasing an old used spa! ANYTHING would function better than the garbage they offer and fail to service.

I purchased a brand new spa a little over year ago for 12k from Glacier Spas. I have been reaching out to this sorry excuse for a company via text, service request form, phone messages and email beginning 1 month after install to no avail.

The acrylic started to bubble and blister three months after install, two of the three speakers haven't worked since 2 months after it arrived, jets have never functioned properly hence why I first reached out and filter cover I was told is a "design flaw" with no suggestion or offer of any alternative means to keep it in place.

Please save yourself the headache and purchase anywhere else. There can't possibly be another company out there as horrible as Glacier Spas.

Do yourself a favor and read their Better Business Bureau complaints. I really wish I had.

Update: After posting this review 4 months ago, Steve was quick to reach out. Unfortunately, it was to threaten that I had to remove this review before he would do anything to help. We informed him that we would be happy to do so once the issues had been rectified.

Feel free to refer to google reviews for screen shot of response from Steve which reads, "Also our marketing company informed us that your wife posted a very negative review on google against Glacier Spas which she needs to remove immediately if you would like our help in dealing with the problem..."

As expected, Steve once again did nothing so we contacted the manufacturer in Tennessee. Interestingly enough, we learned from the manufacturer that they no longer do business with Glacier Spas because the extensive history of poor customer service, customer complaints and no follow through. The manufacturer also verified for us that it is Glacier Spas who we should be contacting regarding any issues as they are to facilitate any warranty work that's required.

Therefore, I'm just back to provide additional insight into ours and apparently so many others experience with Glacier Spas. How many complaints would a company have to get for Dynasty Spas manufacturer to refuse to do business with Glacier Spas?! Dynasty Spas being the manufacturer of the brand of spa we purchased from Glacier Spas.

Another interesting detail was Steve misrepresenting himself as "just a sales guy" when in fact we later learned he is in fact the owner. This company is just shady all together. Save your time, energy and money and go literally anywhere else. Nothing can beat this level of poor customer service.

As a result of the the pandemic and supply chain issues, we were fortunate to have found a floor model hot tub, exactly the size and configuration we were looking for. Steve was very helpful in providing information and details about the tub. Delivery to our cottage was a good experience, and we got a quick run through on the workings of the tub.
The tub has been operating since Nov. 10, 2021. Love the spa! We do have a minor concern however feel confident that Steve at Glacier Spa's will help remedy for us. Lisa.

. Pushy salesman at the show and they have not answer our calls since febuary , we bought the spa on feb 15 th at *** home show . And as we came back we got bad health phone call , and we can no longer take the spa , so we tried to cancel and get our deposit back or take a smaller spa , but still waitting for them to answer our call now this is June almost and still tried to call them today again and still no answer

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

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

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