Business ProfileforCanadian Hot Tubs Inc.

Summary Canadian Hot Tubs took a 50% deposit for a Therapy Tub in August, then changed ownership. We tried reaching them with electrical questions in September, but they completely stopped all communication and support. No one let us know about the ownership change. No one has responded at all to repeated contacts via attempted email, phone, ********, and *****. We feared the company was gone, along with our money. We tried to cancel our order and get our deposit back. After submitting the refund request through the Better Business Bureau website, someone finally called. He said the owner would call us. The owner has not called. We purchased the hot tub because of the numerous customer testimonials about support. We do not want a DIY-assembly hot tub without support, and do not trust the new ownership. We want our deposit back. Our order was not custom; the company can easily sell it to the next person who orders one. Details and dates August 11, we ordered and paid a $5272 USD deposit for a Therapy Tub. (Invoice #*****). We had a few back-and-forths with the owner about the payment, so calls and emails were going through at that time. September 18, we tried to reach the company by phone and email with questions about electrical work for the pump. No response. Late September, we found a ******** post from the new owner saying he bought the company. (We left a ******** message, no response.) We tried reaching the company through email and voice mail, and other channels, and left a message on *****. Still, silence. On October 18, we called every phone number we could find on the website (sales, service) formally requesting a refund. On October 19, we requested a refund by November 1 through the Better Business Bureau. A couple hours later someone called to say they were about to ship the hot tub. When we asked to cancel, he said the owner would call us. On November 1, the owner has not called.