Halton Pool Guys Inc

I have consistently left positive reviews in the past, but my experience with Halton Pool Guys has compelled me to write my first negative review. The treatment we received from this company has been nothing short of disrespectful. Upon the delivery of our hot tub, we noticed that all the corners were cracked. Despite my repeated text messages to Krista about the issue, I eventually had to call the owner, who, frankly, failed to return my call. After enduring an excruciating 11 months, they finally sent someone out—Krista—to install the corners. Unfortunately, she did not ensure they fit securely, which has resulted in them not staying clipped in place. In windy weather, they simply fall off, and with the recent snowfall, the gaps now fill with snow. I've had to prop items against the tub just to keep those corners on. This situation, which should be minor, is infuriating considering we paid for their most expensive tub. It is unacceptable to wait over 11 months—and now, as we approach 15 months—for a resolution. I have documented all the text messages that clearly show how little regard they have for their customers once they've received payment. Our patience has been extraordinary, but it has now run out. Krista is particularly difficult to deal with; she has openly criticized the company and hinted that she would be leaving. She said If we ever need further service from Halton Pool Guys, I can only wish us "Good Luck" because, despite her claims, she is still employed there months later. This type of customer service is utterly unacceptable. UPDATE On Review I wanted to update my review that I have written. Out of the blue my husband received a call from Calvin who has taken over for Krista and he was wanting to make our experience and expectations of the company was better than what it was. He contacted the warranty company and with in days had my NEW corners replaced with the new design ones with magnets so this issue would never happen again. The follow ups with Calvin was second to none!!! Then Calvin wanted to make the 2 hour drive up to see us to make sure we were satisfied with the repair. While also bringing us chemicals to help maintain our tub on a weekly basis! I have to say the service Calvin has provided has been beyond our expectations and we HIGHLY recommend Calvin at Pool Guys and we will be sure to go there first when we decide to replace our tub! A small issue that should have taken at most a few weeks to fix should not have taken over a year and a half to fix. Calvin has shown what AMAZING customer service is all about!!! Thanks Calvin!

I want to update my original review of Halton Pool Guys to reflect the changes that have taken place since my initial experience. When I first purchased my hot tub, I dealt with significant communication issues, missed appointments, and unresolved problems that left me extremely frustrated. Those concerns were valid at the time, and they’re still part of my experience — but the situation has changed meaningfully since then. Halton Pool Guys now has a new service manager, and the difference has been night and day. He stepped in, took ownership of the outstanding issues, and has been consistently responsive, professional, and easy to work with. Everything that had previously gone unresolved has now been addressed, and he made sure the process was smooth and stress-free. It’s clear that the company has made internal changes, and my recent interactions reflect a much higher level of service and accountability. I appreciate the effort that went into correcting the earlier problems, and I’m satisfied with how things have been handled under the new management.

We couldn’t be happier with our experience from start to finish with Halton Pool Guys. The entire process was smooth, professional, and stress-free, and the final result exceeded our expectations. Our pool turned out absolutely beautiful, and we’re so grateful for the hard work and dedication of the whole team.

We purchased a Hydropool swim spa from Halton Pool Guys last summer and we love it! We've enjoyed it all winter and can't wait to use the swim spa in the summer months. Halton Pool Guys have been so supportive; helping us learn how to maintain the pool water - it's a steep learning curve but with their help we now know what we're doing! Hydropool customer service has also been amazing. Service calls have been handled quickly and professionally. All in all we're SO happy we went with a small town company for this purchase!