Fix My Hot Tub Burlington

I have never been more disappointed in a company before. I have been trying to get my hot tub fixed for months and have received nothing but incompetent technical service, and even worse customer service. You guys still owe me a phone call about my warranty and it better not be AI.

To Whom It May Concern, I am reaching out to share our experience with The Wellness Shop and fix my hot tub after what began as a routine service call turned into more than five weeks of unresolved damage, repeated delays, and mounting costs. On January 20, a technician from The Wellness Shop attended our home and diagnosed a failed circulation pump in our hot tub. He recommended that the tub be winterized while the replacement part was being ordered. We trusted that recommendation and relied on the company to properly winterize the system to prevent freezing during winter temperatures. Shortly afterward, we spoke with another hot tub company at a home show and mentioned the situation. They suggested we have the tub inspected before installing a new pump, as improper winterization can cause extensive freeze damage. When their technician attended our home, they discovered all of the pumps were frozen solid and refused to proceed with installing a new circulation pump until it could be confirmed that additional freeze damage had not occurred. This was when we realized the hot tub had not been properly winterized. Following their advice, we placed a space heater inside the cabinet and sealed it off to thaw the plumbing and prevent further damage — an added expense and effort that should not have been necessary had the winterization been completed correctly. We immediately began contacting The Wellness Shop to address the issue. Over the following weeks, arranging service became extremely difficult. We were told only one technician serviced our area. Appointments were scheduled and then moved without warning — from February 17 to February 23, and then again to February 27. Each change required us to rearrange work schedules and take additional time off. At one visit, a different technician indicated he was limited in what he could do because he did not know exactly what had been done during the original winterization. Promised follow-up calls from the office did not occur, and we repeatedly had to chase updates ourselves. We are now more than five weeks into attempting to have damage corrected that appears to have resulted from an improperly performed winterization service — one that was both recommended and carried out by the company. In addition to the unresolved repairs, we have incurred extra heating costs and lost work time due to repeated rescheduling. What began as a simple pump replacement has escalated into a prolonged and frustrating situation. We are seeking full inspection and repair of the hot tub, along with a discussion regarding compensation for the inconvenience and additional expenses incurred. We believe consumers should be able to rely on professional service recommendations without facing further damage and prolonged delays. We hope that by bringing attention to this situation, it will encourage accountability and a prompt resolution. Sincerely, Katlyn Lockhart

Our technician Jason was excellent! He drained, cleaned, and refilled our hot tub in two hours, while explaining each step. He also explained why our free chlorine never seems to reach the OK stage according to the test strip bottle, so we finally felt comfortable enough to actually use our tub for the first time! Would definitely recommend this company to either purchase Jacuzzi supplies or to perform hot tub maintenance again!

We had to put in a service call for our Jacuzzi Hot Tub. The service gentleman Matthew was so knowledgeable when he fixed it . While here, we discussed getting a new cover (well overdue) and head covers. So glad we got them. When Matthew came back to install our new hot tub cover and head covers, he was very professional and personable dealing with our service. The Wellness Shop team (Andrew) was also very professional setting up the appointments and keeping us informed on timing. We would definitely recommend them.

I highly recommend this fabulous service that replaced my hot tub cover and installed a lifter to make it easier to remove and replace. They arrived on time when they said they would and cleaned up everything afterwards. Thank you - first class! David Angas - Oakville