Polar Spas

I purchased a hot tub from Polar Spas in August of 2012. I was told I could have it sent to me when I was ready for it even if it took 2 years but they need 4 weeks notice. With last winters weather conditions and one thing after another it took until the first week in October of 2013 for us to be ready for our hot tub. I received numerous calls reminding me it would take 4 weeks to get me the hot tub so make sure I call in plenty of time. The first week in October I called to order our hot tub and was told it would take 6-8 weeks to come in. When I asked what happened to the 4 weeks that was drilled into me many times. I was told that it would be 6 - 8 weeks no real explination. So fine that would bring my hot tub the first week in December at the latest. I called in December only to be told that my tub would be on the next shipment to be here by the end of January. I explained that we expected to be using it while on holidays over Christmas I was told that this was their busy sales season and that has put the shipments behind. She assured me she would try and see if one of the stores had one for me they could send that came close to what we wanted. She called me a few days later on the Friday to tell me she may have something for me but wouldn't know until Monday for sure but she would call me either way on Monday. That was the end of December. I didn't hear from her until the middle of January telling me my hot tub was on its way and will arrive on February 10th. She said she would call me in a week to finalize payment and set up things. She told me to make arrangements with my electrician for sometime after the 10th and they would have everything set up if possible. I called her right back after talking to my electrician and he was available on the 13th. It is the 13th and I have been trying to call Shaina for 2 days now and have been given the run around being told she is in meetings all day and then today I was told she is in meetings everyday for about 4 hours. The gentleman I spoke to told me he would find out where my hot tub is and would get right back to me in a few minutes. That was at 10:30 am Alberta time and it is now 1:15 pm Alberta time and still no call back. It has been 18 weeks since I ordered my hot tub to be delivered and still I have nothing! UPDATE: The owner called me and has indicated that he understood our frustration and disappointment and has assured us that we will be well looked after and compensated for our troubles. We still don't have the hot tub and probably won't for another couple
of weeks. We will see what happens next and will update this in two weeks or sooner if we get our hot tub before then. March 7,2014 UPDATE: well I received a call saying our hot tub was in the warehouse in Edmonton now but they would have to make arrangements to have it shipped here as soon as the weather improved. I totally agreed with that. Chris said he would call me once the forecast looked favorable. He assured me It was a priority to get me my hot tub as soon as possible. Well, last night I came home from work to find a message on my phone from Chris saying it looks like it is warming up next week and he wanted me to call back to set up a day that works. I assumed that meant a day next week and so I called me electrician to see what works for him. Today I called Chris at 10:15 am Alberta time, I told him when my electrician was available only to be told that I am not scheduled for next week, he didn't say that. So I asked him when I was scheduled and he told me he had to call me back in a bit because he was just opening up the store. I said ok and waited and waited for him to call back. At 5 pm Alberta time I called him again only to be told he was gone for the day. However, Chris called be back around 6:30 and set a date with me. We will have our hot tub on March 21st. I was told he would send me a receipt showing paid in full and it would be emailed to me by Saturday morning. today is Tuesday and still no email. March 24UPDATE: the weather has not been cooperative so still no hot tub. Chris called on Friday morning to confirm it was too cold and left a message for me to call him to set up a new delivery date. I called back at noon and left a message for him to call me. I finally called him back today and was told again he was busy at the warehouse and they transferred my call there but no one would answer. Tried about 4 times and finally got a hold of him at 5:20 pm only to find out he didn't have my paperwork there and he said he would call me tomorrow with a date. Even though I'm not happy it is taking so long to get my hot tub it's the communication or lack of it that frustrates me even more. It is very hard to get answers or get ahold of certain people there ... Customer service doesn't seem to be the number 1 concern for the company. UPDATE Apr 9th: Well today we finally received our hot tub. So Excited! Well I was. We paid for full set up service. When we purchased the hot tub from Doug 20 months ago he told us the full set up service would take about 4 hours and it included getting the hot tub up and running to make sure everything worked. Well today the owner, Chris, brought our hot tub himself. He called me and left a message on our phone on the 8th at 3:10 pm stating that they were on their way and would be at our place just before 10 am tomorrow. They were coming the day before so they would be here early. Edmonton is a 7-8 hour trip here. Chris text me at 9 in the morning to say that they would be a bit late. They didn't show up until 12:10 pm. In the meantime our electrician was sitting there waiting at 10:30 and we were paying him to do nothing. He left around 11:00 and went to do another job until we called him. Around 2 pm my husband texts me at work and says they are leaving because the electrician had to make some modifications because an employee at Polar Spas gave us wrong information as to where the wiring needed to be and they needed to get on the road to go back before it was too dark. They didn't want to travel at 3 am again. My husband pointed out to them had they been here on time them travelling in the dark wouldn't be an issue. I came home to find my husband in a discussion with Chris about the full service package we paid for. Chris told us that they have done everything except add the water. I asked, "so what happens if it doesn't work for some reason?" His answer was "I'm not a service person I don't fix them I just set them up" I also explained that we paid for a service we weren't getting now. He then said what we paid for was done and the half service only includes delivery and drop off. I then asked why were we told it was a four hour service and we were only getting a two hour service if that. I was then told again that they have done everything but fill it. He tried to blame it on us not having the wiring done properly and because of that they couldn't stay and wait for it to be fixed. It took the electrician about 30 minutes to fix it but they had already left by the time he was done. We had to purchase an adaptor for the tap so we could fill it with the hose so we left at 4:30 when I got home from work and came home and filled the hot tub. I left for a meeting and when I got home I came home to a hot tub that won't work. I sent a text to Chris telling him my husband did everything the troubleshooting guide told him to do and asked what to do. He would have still been driving or just made it back to Edmonton if it took the traditional 7-8 hours to drive so he should have received it. He never responded. An hour later still no response so I text him again telling him how frustrated we are and how this whole experience has been a complete disaster. No response. I was willing to end this review with something positive and say Chris came through for us in the end but I still can't do that. If and when he makes this right I might still be able to do that but not right now. UPDATE April 22nd: well today we finally have a fixed hot tub. It turns out the breaker was faulty so we had that replaced today. Even though the hot tub wasn't the issue had they stayed and done the full service as was purchased this problem probably would have been cleared up right away. I must admit even though we were frustrated Chris did try to help us get it going long distance over a phone and texts. He talked to the third electrician we had look at it and had him check troubleshooting points and eventually the problem was found. Thank you Chris... He really does care about his clients just needs some work in the communication with customers.