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Western Hot Tub and Repair

3 103 3304 47 Ave SE, Calgary, Alberta, Canada, T2B 2W1

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Reviews Pool Repair, Bathtub Repair, Hot Tub Service and Repair Western Hot Tub and Repair

Western Hot Tub and Repair Reviews (%countItem)

We called western tub to fix a leak in our hot tub,nov.22 2018 have now paid $917.18 and the tub is still in need of fixing as now it does not heat up
Western tub came out charged $145.95 paid by credit card Nov 22 2018, technitian looked at hte tub,but did not have any tools came out again charged us another $187.95, problem was still existing,original leak was Not fixed, he came out and put one of our small heaters under the tub so it would not freeze while it was shut down until tech could return, he returned did some repairs,when he left the 4th time the tub was not heating up properly and had a different leak.western tub sent us a bill for another 583.28 of which we strongly disagreed with and was not willing to pay until the new problems were fixed,at the bottom of western tubs bill it states by paying the invoice in full I would be agreeing to their terms and conditions, which I strongly did not. we tried to compromise as the 5 hours labour they were charging on the 3rd invoice was unreasonable as the tech spent a good portion of that time sitting in his van as he was poorly dressed for winter conditions and was staying warm. We were forced to pay the final invoice or be taken to collections.And We are still not able to use the hot tub this has gone on since november 21 2018.*** Western tub would not compromise saying we did not understand their policy of paying for every callout,of which I find ridiculous since we were never quoted over 6 hours of labour at $119.00 per hour to fix a small leak. when they sent the technician out as well he borrowed our tools to remove the covers and my husband helped him, at no charge western tub should have been trying everything they could to get our hot tub fixed after charging us the first 2 times I feel as though we wer being scammed into fixing problems that occured everytime the tech came out, and they were very quick to invoice, before our hottub was working properly. a small leak should never have cost over 900$ I want it fixed right and feel like we have paid more than we should ever have had to.

Western Hot Tub and Repair Response • Feb 27, 2019

Initial Business Response /(1000, 5, 2019/01/22) */
***
*** called in September of 2017 that the tub had drained completely. We went out and assessed the issue and it was determined that the tub should come into the shop for repairs as with the weather getting colder and it being more efficient and cost effective for him. He was given an estimate of the cost to have this done (historical pricing on the repair of a leaky hot tub is usually between $1000.00 and $3500.00 depending on how severe and if there are any electrical issues, etc.) He was charged the standard call out fee, which was good for 30 days for multiple trips if necessary. It was left up to him to let us know if he wanted to proceed. We did not hear from *** again until October of 2018, more than a year later, when he called in again about a leaky tub. We charged the standard call out fee as it was well past the 30 day mark, and it was explained to him that as it had been over a year since we were out there last, we needed to do a reassessment. The initial appointment is only to do the assessment and provide the customer with repair options and an estimate of the cost of repairs. Again the call out fee is good for 30 days for multiple trips so they were only charged this fee one time. Upon completing the assessment, we found a few small leaks and one major leak. We estimated repair costs to be up to $1500.00 depending on if there were any other leaks that came up. (Due to different pressure on the lines when a leak repair is complete, other leaks may occur). This was all explained to *** and we were asked to go ahead to do the leak repairs as needed. We made 4 trips to do the repairs on this hot tub and all of the leaks have been fixed. (It takes a day to let the glue dry before we can fill and test the repair and we have to coordinate times with the customer as well) We sent out the final invoice for the remainder of the repairs. We were not notified of any other issues until a few weeks later and only after having to press harder for payment. It was at that point arrangements were made with *** that we would book him in to reassess the other issues that had come up, at NO EXTRA CHARGE, providing we received payment of the last invoice. We then received an email from *** refusing to pay the invoice.

We waited almost two months for payment, left numerous emails and voicemails to collect what they owed and to book in the free reassessment of the other issues they had and ultimately had to send their file to collections where we finally received payment.

*** and *** have given us the run-around when it comes to paying their bill right from the start. We have had to wait months with broken promises of payment and ultimately they left us no other choice but to send them to another agency. We are very understanding and if they had made payment arrangements and kept those arrangements we would have gladly obliged. No company is going to continue to work for a customer that does not pay their bills.

We have documented two messages left with our company from *** and *** cursing and swearing at our company and making slanderous comments about our staff. *** has taken every opportunity so make slanderous comments about our company and staff on social media.

Our staff is very honest and hard working. Most of our customers are very compassionate and during times of extreme cold or other inclement weather, will offer a warm beverage or even have our staff warm up in their home or garage. We do not and would never charge labour charges if we are not working on the hot tub so if our technician needed to warm up for a short amount of time due to extremely cold weather as to be able to continue on with any repairs, then so be it.

Our management team has tried repeatedly to make amends with *** and *** so as to be able to continue a business relationship with them, but we will not do business with anyone who is slanderous *** to any of our staff.

In conclusion, we have made the unfortunate decision to sever any business relationship we have with *** and ***. We will not be returning to do any further repairs on their hot tub in the future nor will we be giving a refund for work that has already been completed.

Initial Consumer Rebuttal /(3000, 7, 2019/01/23) */
(The consumer indicated he/she did not accept the response from the business.)
At no time were we ever given an estimate of repairs Jennifers statement is false. As well the leak occured after the first time they unnecessarily replaced a pump in which we were charged for. All our bills were paid ontime until the outrageous bill that was sent in december, by paying their bill we would have been agreeing to all the work and repairs done of which we were very strongly against, our bill was sent to collection after 30 days as we wanted a fully functioning tub and it was not.A new problem seemed to arise every time they came out. If social media is the only way to get the attention of a business thast takes advantage of customers the way western tub does than so be it. As a customer we were becoming very leary of calling western tub to try and come out to rectify the problems that kept arising since the job seemed to be getting bigger and more expensive Western tub is not a reasonable company to deal with, always quick to charge a credit card but never quick to do a job right. our tub never had a heating problem until the so called repairs by western tub. If making amends is sending a 30 day old bill to collections and not ever trying to resolve the issue that were being created with every visit, and being reasonable when a customer feels overcharged and taken advantage of, than I would hate to see the tretment of someone they were relly unhappy with, scary thought. I wish I had never called western tub this has been a terrible experience and left our tub in worse condition than it started. We are beyond unsatisfied with their treatment and customer service. And the quality of the work they have done on our tub. Now we have a cold hot tub that runs 24 hours a day to try and keep from totally freezing off, but hey the leak is fixed... I still say this is the worst company I have ever had the pleasure of dealing with and im still out a lot of money.

Final Business Response /(4000, 16, 2019/02/20) */
It is very unfortunate that the customer still does not understand that the leak repairs on their hot tub were not "simple". We have exhausted every avenue to explain the process but bottom line is that they wanted to fix their hot tub for free. We do not do any sort of service on anyone's hot tub without their consent and in NO WAY WOULD/COULD WE FORCE or BULLY ANYONE to repair their hot tub. We had consent from *** and that is why the repairs that were done happened.

Just for arguments sake I will reiterate our process:

We have a call out fee that is a standard charge for us to come out and assess the hot tub. It is good for multiple trips within 30 days, includes the estimate of repairs, a $20.00 credit for use on chemical/accessory purchases and a spa school refresher after repairs are completed. Yes they paid the call out fee which gave them all of what was included. They did not want to take our advice of us repairing the tub in our shop, which was their choice however that meant numerous trips out to them as we needed to repair, wait for the glue to dry, fill it up to check that the repair held, and repeat for each individual leak (and there were more than just one) which is very time consuming. This has to be done to be sure that all of our repairs are holding. We have a 100% guarantee on our service that is warrantied so we want to be sure that repairs are done correctly. If one of our repairs does not hold (which is very unlikely but it does happen due to cold weather, etc.), we do not re-charge for the labour hours that we already charged the customer to fix it again if it needs to be redone. We only charge for the time that we are on site doing the original repair and for any parts that are needed. We were out to do repairs on 3 separate occasions, with a total of 5 billable hours. Bottom line is that *** knew that the leak repairs were going to be costly and he agreed to have the work done so we did it. (I want to be very clear that any current electrical issues that they are having are not associated with the leak repairs that were done for them.)

In regards to the other issues with their hot tub that occurred since, we did offer to come out and finish off the last leak repair, assess the electrical issues for them and give an estimate on those repairs, for FREE, providing they cleared up the previous invoice that was past due however they chose not to pay and their account was sent to collections. Once that happens, we usually will not continue a working relationship with that customer however, I did personally offer them the same solution as before and they refused.

Final Consumer Response /(3000, 18, 2019/02/25) */
(The consumer indicated he/she did not accept the response from the business.)
Our hot tub is completely frozen and western hot tub is not accepting the fact that the repairs they did and charged for are unsatisfactory

I ordered $100+ worth of hot tub chemical online, an email stating the product was out for delivery was to be sent. Did not receive email or order.
I ordered $100+ worth of hot tub chemical solution from this store and the payment confirmation email ensured me I would receive an email informing me when the product was shipped out. Fast forward a month, I hadn't received the email or the order and the company is claiming it was delivered the day after I ordered, despite there being a recipient home all day who would have received it. I have contacted them several times to resolve the issue and they've done absolutely nothing and will not contact me back.

Order #: ***
Date: September 17, 2018

Spa Solution Chemical - *** - (2) bottles. $102.40
Life spa deluxe floating bromine/chlorine tab dispenser. $15.95

Sub total. $118.35
GST. $5.92

Total $124.27

Western Hot Tub and Repair Response • Nov 01, 2018

Final Consumer Response /(2000, 5, 2018/10/31) */
As a final update, the company did in fact deliver the order today and my complaint has been fully resolved.

Thank you very much for your assistance.

Western Tub and Pool is probably one of the most poorly run companies I know. Firstly I rented a tub in September for a party I was having on Friday night. When I called to rent, we were told it would take 24hours to heat, so we got it delivered Thursday. We also extended the rental to a month cause it was only an extra 150 bucks when I was already paying 350 for just the weekend.

Upon arrival (around 4pm), the pump did not work, the delivery guys said a technician will be out first thing in the morning to repair. No technician showed up in the am. I called them and they said the technician will be here around 3pm (3 hours before the party) which meant there would be no functioning hot tub for the party. I expressed my concerns and the lady said a manager will call me right back...this didnt happen.

After the technician repaired the tub, it actually took 36 hours to get to temperature, which means, even if the pump was working, the tub would not have been ready for the party anyways.

I called them again and the lady once again said the manager will call me back....this didnt happen again

I kept calling and kept getting the same lie. Eventually I decided to write a review online and within minutes of posting the review...guess what...the manager called me to discuss my review and the problem. The manager then told me that he wasnt in town and on holidays, which is why he didnt call me....this makes no sense, wouldnt the people at the office know that he is on vacation, and if they did, why would they say he is going to call me right back. Anyways the manager offered a free month rental for future use as an appology for the experience and not having the tub for its intended use. I accepted as they refused to refund me the monies I paid.

Fast forward a few weeks, we notice the temperature of the tub dropping and an error code saying "flow", we contact them and they said they will send a tech out during the day, while we are at work.

We got home late Friday night to find that the tub has the same error code and the water is now ice cold. We contact western tub and they say that the tech was put, replaced the filter as it was very dirty and he made sure the tub was heating and functioning before he left, they then issues us an invoice for the service call and tell us to pay the invoice...

Firstly if it takes the tub 36 hours to heat, how the *** does the tech know its heating properly if he was only here for a couple of minutes, plus I guess we are liars or blind or have nerve damage because what we saw was the same error code and felt ice cold water.

I sent them an email refusing to pay the bill, along with a video clip showing the same error code and the pump which is not running.

These people are terrible and I will never use them again, I wont even use the free month rental.

This is the first of many reviews I will be writing about them. I also have a video proving that the tub is not functioning, as their technician says, if I am able to post it here, I will, if not I will find a place I can post it....bad business....bad company

Western Hot Tub and Repair Response • Oct 18, 2018

For starters, yes there was an issue with the hot tub rental that was delivered to them on a Friday in September. We sent a service technician out the next day to fix this issue for them but regrettably it did interfere with their original plans for the hot tub which we are very sorry about. As they had rented the tub for a month we did extend them an extra week for their inconvenience and provided them with a free 1 month rental for use anytime in the future. To the best of our knowledge, the customer was happy with this.
We were not notified of any other issues until last week (October) when we were called about a FLO error code on the hot tub. This code means that there is a flow issue and is usually caused by dirty filters. We advised the customer that we would send a technician out that afternoon to check on it. Once the technician arrived at the customers home, they found that the filter was completely clogged. It was so full of dirt and animal hair that there is no way that we can even clean it. The water inside of the hot tub was full of animal hair, dirt and other debris. The technician pulled out the dirty filter and replaced it with a brand new one. Once that was done the error code went away and the tub kicked into heating mode. The technician stayed on site for almost half an hour to make sure the tub was heating. The technician took a video of the tub running which also shows the rancid water and pictures of the dirty filter. If the tub stopped running and showed the code again after we left, then why didn't they call in to let us know?
There was no charge to the customer to have a technician to come out to service the hot tub as we do not charge for this service on rentals. As with any rental agreement, it is up to the renter to notify us of any issues immediately, as we don't know if we are not told. Unfortunately, that did not happen, and it was apparent that the tub had been in this state for some time. It is also the responsibility of the renter to maintain and clean the tub while it is in their possession, which again clearly was not done. The customer was sent an invoice for the replacement filter that was installed, which was needed to finish off their rental term and is clearly stated in the rental agreement they signed off on. We have made attempts to rectify this complaint but the customer has refused to speak to us.

Customer Response • Oct 19, 2018

Wow, this is so false it's funny. When I contacted western tub and pool, as requested by Jennifer via email, I explained to her that we work late nights and by the time we got home (after the tech showed up to "fix" the error) it was around 10pm and when we went outside the error code still showed (I also have a video to prove this), they were closed at the time, so no point in calling.

We had an early start to Saturday (left the house at 7am for work) only to return 9pm at night...they were closed and also closed on Sunday.

My wife contacted them the next opportunity she had to enquire wether the tech came out because the error code is still showing and the water is ice cold. The person she spoke to completely ignored her question and just said that the tech was there and he fixed the problem, why didnt you call us to let us know sooner as a few days has now gone by. My wife tried to explain that we had a very busy week and weekend, leaving the house first thing in the morning and only getting back late at night... the person she spoke to didnt believe her and sent her an invoice which actually does show a charge for the service call not just the filter as the person writing the response is claiming (I would be happy to provide you with this invoice)

I sent them an email explaining my frustration with this, for which I got an email to call them.

I called and explained my story from the beginning, which as mentioned in their response, due to them providing me a broken tub to begin with, I was not able to use the tub for it's intended purpose...we extended the rental to a month when we booked it as it was only an extra 150 bucks when I would have to pay 350 for just the weekend. I also tried to explain to her that the only reason I accepted the free month rental is because they refused to refund me my money as they have a no refund policy...even though I did not get a working tub on the day the rental agreement stated....wouldnt this void the agreement?

She very rudely responded to me that I accepted the month so she will not be discussing that with me....I tried to tell her I accepted the month because there was no other option....not by choice....she didnt care.

I sent them the video of the error code still showing and all she cared about is me paying the invoice, which she then admitted to me that they charged me the fee that they shouldnt have....so she removed the charge for the call. She only removed the charge AFTER I complained not before....they tried to swindle me first....regardless of all that...the tub hasnt been working since we called them for the flow error....so we didnt even get to enjoy the "free week" that they gave me and they refused to send the tech out again.

It is also funny that she mentioned the dog hair, as I told her we have 3 dogs and I cannot help it if dog hair blows in the wind and falls in the tub, she agreed with me as she has a dog of her own and she said she totally gets it because whenever she brushes her dog, hair goes everywhere. (I recorded our conversation and am happy to share it with you)

The fact remains that the tub isnt working due to a flow issue (similar to the issue when the tub was dropped off the first day) and after they changed the filter, it still didnt work...they say otherwise but refused to send the tech out again...so how am I able to prove different, so I sent them a video and still no tech was sent out...I wouldve gladly paid for the filter if it actually fixed the problem...which it didnt, and if they didnt try and charge me for the service call.

Customer Response • Oct 19, 2018

I wanted to add they say I wouldnt talk to them...I did call, but the lady didnt seem to care what I was saying so I told her I will send the Revdex.com a review.

Also when we first received the rub (not working) I called them every day to ask to speak with a manager. Every time the person told me that the manager will call me back right away and every time it didnt happen.

I eventually got a call from the manager at 10pm at night, after I wrote a review about my experience. This was the manager whom told me a refund is not possible and offered the month rental in the future, which I accepted because it was either that or a big fat goose egg.

Western Hot Tub and Repair Response • Oct 22, 2018

As I stated previously, we did provide Warren and Shauna a free week extension on their rental as well as offered them a free one-month rental for future use as they were moving. They accepted that offer and that issue was resolved.
I also stated previously that we sent a technician out the same day that we received the phone call from Shauna about the "FLO" error. The condition of the hot tub was quite honestly very disgusting and after seeing the video and pictures that we have on file, probably one of the worst cases we have seen. There was dirt, debris and animal hair (which was way more than fur "blowing in the wind") in the water and when the technician pulled out the filter it was so clogged up because of the condition so there is no wonder that the hot tub was suffocating. We provide a cover for the hot tub specifically for that reason, to help minimize objects going into the tub, which was also NOT used. After replacing the clogged filter with a new filter, the tub kicked in and started running/heating. There was no need for the technician to stay longer than the 30 minutes than she did as the tub was running. We did not hear from the customer again to be advised that the problem re-occurred until the following week which was near the end of there rental term.
After requesting the customer to call us, Warren promptly did that same afternoon. He went on about his whole experience, which we obviously did agree which is why we offered him the free week and free month rentals. Then he discussed the invoice. I apologized and explained that there was a charge other than the charge of the filter that should not have been on that invoice and that I was going to have that removed which seemed to calm him. But then he started screaming at me about the original issue again, and that we never did anything for him, which was resolved by him accepting the free week extension and free month rental. As I calmly tried to explain this to him again, he continued to yell and scream at me, making threats and then proceeded to hang up on me.
According to Warren's last response, he apparently recorded our conversation, so by all means if he would like to provide that whole conversation, go ahead as this will prove how rude he was to me during our conversation.
Again, I would like to reiterate that we did not charge this customer any sort of fee for coming out to fix the tub as we do not charge for this on rental tubs. The ONLY charge to them at that time was for the replacement filter and we would NEVER REFUSE a customer's request to go and reassess a tub issue. If we did that we wouldn't be in business as that IS our business.
We have tried repeatedly to make this customer happy and have been unsuccessful as they only want what we are unable to provide for them, a free ride. They were so careless in the way that they treated our product that I would warn other companies not to do business with them as you don't know how you are going to have your product returned. Completely disgusted with how they handled our property and this situation in general.

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Address: 3 103 3304 47 Ave SE, Calgary, Alberta, Canada, T2B 2W1

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