The waterfall in our hot tub is rusting. Messaged International and they are willing to cover it under warranty through the company, as it's defective. They say we need to pay the 200$ fee to have them look at it and install the new part. How is this possible when it's a defect??? my hottub is defective and I have to pay a fee to fix it??? Poor customer service!! read more

BUYER BEWARE - we purchased a pool for install Aug 2020. We bought a 156 BTU heater. They installed 132 BTU heater. They did not ask for a change or inform us. Our gas fitter noted that the heater did not match the specifications and informed us. When we called the store - they told us that head office told them to do it, and that it was appropriate for our pool, etc, etc. Now, we are headed towards litigation. We have a contract - they tried to slip this past us, we caught it and they did nothing but try to feed us a story that the smaller heater was BETTER for the pool we bought. Let's see if the judge in small claims accepts that. We purchased at the Barrie store with Vince as the original salesperson, and Karyn as the point of contact with this problem. Karyn was unhelpful as you can imagine - which is why we are doing a rating to warn others. read more

Since the moment this hot tub was delivered June 2019, we noticed the cover given to us was too small. We contacted International pool and spa and asked them to replace it. For over a year they have been saying they would deliver another one. To date we are still waiting for the cover to be replaced. On May 1 2020, we called International Pool once again because the electrical controls were not working. A service man was sent out on May 5, 2020. He checked the circuit board in the hot tub and determined that it was defective and needed to be replaced. He left saying he would order the part. We have been waiting since then and my calls have been ignored. When the manager does decide to answer he blames it on COVID-19. read more

***Update since Owner's response at the bottom**** By far the worst company I have ever had to deal with. I wish I could give zero stars because 1 is still too much. I went to international pools because they could beat the price of my regular pool store by a few bucks on a liner. Well am I ever paying for that now. The liner was ordered at the beginning of the season quite early and I was told it would be in in 2 weeks. The pool required some work on the base so I took a week off work for 3 weeks after when the liner was ordered. After many phone calls to international pools with no answer to where my liner is, all they do is take my name and number and say they will call me back. I have never received a call back and they have no response. I have even tried to get a hold of the HQ, left a voicemail and never got a call back. With the wind and rain over the last few months, my pool has been essentially destroyed. The pool needs to be completely reworked and I will be held to pay the thousands of dollars to have my pool fixed. After waiting 7 weeks for a liner that should have been only 2 weeks, I have called my credit company to dispute the charges, after waiting an additional 4 weeks for my credit card company to resolve the matter, I have finally gotten all my money back and no longer have to deal with this company. Almost 3 months since I ordered a liner and planned to have this completed, I am finally free from this burden, I have never once heard back from anyone at International pools and now I can begin the process to order a new liner and hire a new company to repair the damage caused by international pools. UPDATE SINCE OWNER LEFT REPLY COMMENT ON GOOGLE REVIEW After seeing the owners response to my comment, Ive once again contacted International pools and spa Barrie. I once again left a voice mail, I was very clear in who I was, the situation at hand and once again all my contact information. It has now been a few days and I have yet to hear back from them. If you, International pools and spa are so eager to make this situation right, why would you have not called me when the liner came in? why would you not have called me when I had called repeatedly? Why would you not have tried to contact me once Visa was involved? WHY WOULD NOT HAVE TRIED TO CONTACT ME RIGHT AWAY WHEN YOU SAW MY REVIEW IF YOU KNEW EXACTLY THE SITUATION I WAS REFERRING TO? This makes no sense. I stand behind my previous rating. Maybe you will actually try to make this right...... In the meantime, my pool still sits destroyed while I try to source a new liner and a contract company to fix the disaster you have caused. ****slow clap**** read more

We purchased a hot tub and it was a very great experience. We dealt with a great team starting with Vince, to Karen in the office and then to the team who dropped the tub into its new home (Mitch and 2 other gentleman) and, the best news we had a tub last night!!!!! Thanks very much!!! Teresa read more

I called International Pools to book a pool closing on Sept 11. I spoke with a gentleman who told me that it wouldn't be a problem and that was a two week waiting period. He took all of my info and told me to expect a call in two weeks. At the time I was happy and confident I the company. I just got off the phone with them looking for an ETA on the closing as it has been almost 3 weeks now and was told that I was put at the bottom of the list and that they have no time or staff to do the pool closing. I guess this is because I am a new client. I recently moved to Barrie and acquired a pool hence being a new client. The lady I spoke to offered no apologies or remorse, didn't try to help me out or fix the situation as any properly run company would do as it was fully their error. They clearly don't give a crap about their customers and are very poorly managed. I will not be stepping foot in there again. I called Pioneer pools and they will be doing my closing on Oct 9. Thank you Pioneer Pools. Whoever manages this place should be ashamed that this is the level of care and service their staff show their customers. They must not care about gaining new clients and retaining business. I wish I could give them zero stars. I have never felt so tossed aside by a company as I do right now. Absolutely Brutal ! read more

I echo Jeffs experience. Three hot tub covers later had to go to another company. 1 year ordeal. HQ totally absent...... Absolute disaster of a company and customer service. read more