Fix My Hot Tub Kitchener

We had a good experience with fix my hot tub recently. We bought our swim spa last year from jacuzzi and suddenly our water feature kinda loose pressure. The tech that came was Jeremiah and he was exceptional! He was polite and very knowlegeable and very patient to work step by step and explained to me each step he took to analyze the problem, didnt take him long to summarized and fix the problem and it was a relieve. One suggestion if we can mentioned here is the AI they used to pick up our call really frustrating, we prefers human being that answer the call rather that AI.

*UPDATED JAN 23, 2026* Our home came with a hot tub not functioning. They came to my house mid-August for diagnostics appointment. Determined we needed a new cover and one new pump. The tech ordered these new items (long lead time items), and when they came in he returned for install and realized the wrong either pump or pump fitting was ordered. A few more weeks passed and he returned to install the correct items and filled the tub with new water. Hot tub began to operate but has failed to get to temperature for the weeks it's been running leading us to believe we need a new heater. I reached back our to our service technician multiple times (as directed) in November and early December only to eventually be informed by the company (after reaching out to them directly) that he's no longer employed there. Because of the time that has passed I am required to pay the diagnostics fee again. I have requested to be called by their office to get clarity around this and move forward. I have called their office around this 2x per day the last 2 days and am unable to reach anyone in service as they use an AI receptionist. JAN 23, 2026 UPDATE Company got in touch with me right away after seeing this review posted and this series of event has happened - They informed me I was using their AI Receptionist incorrectly which is why I was not able to reach anyone (I was asking for a specific employee which does not work) - They offered to return to do another assessment of our hot tub at no change ($200 cost that I paid in the summer already) - They became extremely communicative and supportive to find a resolution - New tech came out within a few days (I think 2 business days later) - The new tech was very good to work with and informed us it was not our heater that was an issue but was the second pump (replaced the first one already) and that the hot tub had leaks in piping (one confirmed) and more were possible that could be hard to find. He informed us that even if we replaced the other pump, fixed leaks we could find, if anything else went out/failed it was unlikely to be fixed due to the age of the tub so that collectively was enough for us to decide to stop investing in the current tub - I was happy with the information provided but just generally displeased that the first tech did not check for leaks, did not advise us other parts would be difficult to source, and recommended ordering a new lid without us evening knowing if it could be fixed or not. The difference in service provided/information between techs was vast - The company continued to be in touch to see what our outcome would be and we decided to go into Kitchener Wellness Shop to review new tub options - We went in person to review tubs and all season pools last weekend and had good service with lots of good homeowner information - Company has touched base with me a few times to see what we would like to proceed with - my husband and I are on the fence with proceeding at this time due to 1) there are new requirements to put in a grounding pad for hot tubs and we are planning on moving the hot tub in the next few years and not up for winter work to do this right now 2) we are deciding between a tub and an all season spa (requires extensive more ground prep - a concrete pad) and need more time to review pros, cons, and all the things that come with ownership of this 3) new investment needed of minimum $8k for a used hot tub - Within the companies follow-ups via telephone/emails they have asked me to update/change/delete this review many times I will say the company has concerted efforts to improve my experience overall and I feel a lot more informed BUT I still remain unsettled due to initial investment. I know they are also upset that this is the situation at hand which I appreciate. In time we will likely return for a new purchase here we are just not able to commit to this at this time.

Wow!! Amazing and fast service! My hot tub’s water temperature started plummeting and obviously something was wrong so I called for service. The team was quick to respond and troubleshoot and when that wasn’t enough to fix it they came out to service it. They drained, repaired and ensured everything was ?? before tidying up and heading out! Service team was friendly, informative and helpful Thanks so much for getting us back in our tub quickly!

We purchased a Jacuzzi Soul hot tub in January 2022. The purchase process was easy and we were provided with weekly updates on the status of the delivery date. When we had an issue with the pump, the company sent a technician quickly to resolve the issue. The technician Matt was professional, arriving on schedule with a call ahead and took the time to explain the problem and how to resolve it. The hot tub looks great on our patio and we are looing forward to enjoying it for years to come!

We had another great experience with this store!! Our hot tub had a slow leak from the factory and needed to be looked at. A service tech came to look at the problem promptly and said everything was covered under warranty no questions asked. Replacement parts were ordered. They will coming to fix as soon as the parts arrive. Very happy with this company and their professionalism. Highly recommend!! Michael Halter