Reviews of RnR Hot Tubs and Spas in Calgary

Although the team here is very knowledgeable in hot tubs and spas their sales tactics are extremely unethical. We were in there twice to discuss the hot tub purchase along with hot tub installation. My concern was electrical as I am sure most installs are similar. The team there assured me that because I have 220 in the garage now that the install would not be an issue and the expense of that would be minimal. As we were there considering the purchase Gary came to us handed us the contract and said “who has the best hand writing?”.

We continued to write down our information and noticed that they charged 25% restocking fee if you cancel your order. We specifically asked about this as again we were moving forward cautiously. Gary’s reply to that was “Don’t worry about the 25% restock fee we never charge that. Our hot tubs sell so fast that we would never put that onto a customer.”

At this point the electrical was discussed - Gary assured it would be fine. The 25% restocking fee was discussed - Gary said he has never charged that.

Side note - all of their hot tubs operate at 48 amps so he knew right away that it would not be fine as most garages have a maximum total of 48 amps which means if anything else’s operates in the garage then the breaker would trip causing the hot tub to freeze in winter conditions.

Fast forward - I got an electrical quote of $4,000 dollars to get my panel upgraded to allow for the power. The electrician also confirmed that if we wanted it in the desired location that a new wire would need to be trenched to the new location as the garage 220 is not suitable for the tub. This means a cost of over $6,000 just in electrical.

At this point I spoke with Kim over the phone. She told me that my hot tub is not built yet and would not even start production until April 22, 2022. I explained to her that we will more than likely have to cancel the hot tub order as the electrical costs are too much for the current house that we live in. She then said I should get a second opinion from her electrician.

I called her electrician right away. It took him a few days to come out but he did. Luckily this individual was also very honest and confirmed the costs to get the hot tub running.

On Friday April 8, 2022 10am I sent Kim a message explaining the situation. No response. On Monday April 11, 2022 we called the spa. No return phone call. On Tuesday she then sent me an email saying that because we chose not to move forward with the hot tub that we would be charged $4,000 for restocking fees. (The same fees that Gary said are never charged.)

At this point I am quite upset about how they sold the tub and how they are deciding to handle the cancel. The hot tub is not even in production yet and they want to keep deposit and charge restocking fees.

I then called Kim to try and get a conversation started about her email. She picked up and her response was clear. You will be charged the deposit and the $4,000 restocking fees. She offered me a year to get prepared for the tub but again our current house is not in a situation to absorb $6,000 in electrical costs. I then said that her business tactics are sleezy and she should reconsider. She hung up then followed an email threatening to call the police if I come to the Centre to ask for my money back.

So far extremely unethical sales tactics and very poor customer service.

BUYER BEWARE.