Fix My Hot Tub Ancaster

I wish I had read some of these reviews first. Just had my hot tub fixed days later I'm noticing water around it but didn't think anything of it because we had been using it often and with some recent rain. Decided to take panel off and it's leaking still where it was fixed and to make matters worse now a leak on the back side. I should mention this cost me 865 dollars to supposedly repair. Im waiting on their response but my trust is already dwindling. UPDATED!!! For some odd reason Google will not allow me to leave a new review. I'd like to say Amanda the manager at Fix My Hot Tub and Jamie the technician resolved my issues and were a pleasure to deal with. They listened to my concerns, addressed them, and resolved them. I thank you both.

We had an unfortunate experience with Fix My Hot Tub when trying to get a leak repaired. The initial consultation with the technician was good, the worker was very professional and helpful. We needed a part to be ordered and were required to pay for this in advance; they told us they would contact us to book the service visit when the part came in. We ordered the part in early October and it came in April! We got no calls, updates, or apologies from the staff. We had to call repeatedly and were told there was no way to track the order or get a timeline on delivery. The staff on the phone were nice, but they never followed through when they said they would call us back. When the part finally came in, we get an automated email informing us of our appointment time with a 12 hour window for them to show up. No call, no asking if it a convenient day/time for us. The technician was the same, really helpful person and thankfully the repair went well, but we were still billed for the second appointment. There was no discount or apology for making us wait 6 months with a leaking hot tub. Also, when they have your credit card number, they will bill you right away - before providing you with the pricing or invoice. And if your credit card doesn't go through they will call you every day (would have been nice when we were begging them to call us with an update on our part). So overall, the technicians are great and repairs work, but the communication from the office is awful and parts take forever to arrive! Edited to add that a representative reached out to me after seeing my review. They canceled the service fee for the second visit and we had a good talk about how they are going to improve their communication in the future. I truly believe that we got unlucky with a third party vendor. I was assured that Fix my hot tub will not order parts from this vendor again so hopefully no one else will go through this experience!

Update: Another great customer service provided by Catherine! Thanks again! We highly recommend Jamie, the technician who came to fix our hot tub. Jamie is very friendly, personable, knowledgeable and answered all our questions. He identified and fixed the issues with our hot tub. His work was spotless. We also had a great experience with Catherine who was very helpful with booking our service appointment and answering our questions throughout the process. Thanks very much to the whole team!