The Sundance Spa & Sauna Store Vaughan

Reviews

• JD

  Jason Dorrington

  Jul 30, 2025
  1.0
  After spending over $20,000 on a Sundance Hamilton spa just over two years ago, I can confidently say the after-sales support has been nothing short of frustrating and unacceptable. Both times I required warranty service, I was told I’d need to pay a $50 “warranty fee.” That’s absurd — I don’t pay a fee to get my vehicle serviced under warranty, and I certainly shouldn’t have to pay one for a premium hot tub. Worse still, getting in touch with the service department takes 48+ hours. When my hot tub stopped heating in the winter while I was away for the holidays, I couldn’t get anyone on the phone. I had no choice but to hire a third-party company on Christmas Eve to drain and winterize the unit to prevent freeze damage — costing me an extra $800 out of pocket. Sundance later told me that they don’t cover damage caused by third-party service and that if I didn’t want to pay, I “should have called them.” Except I did call — on December 24 — and left a message. By the time anyone would have responded (December 27), I would have had a frozen, possibly destroyed spa in -20°C weather. Sundance offers no emergency line and apparently no urgency whatsoever. Trying to speak to a manager or get support through sales leads right back to the same voicemail loop. It’s impossible to get a clear ETA or even a simple part number for replacement components. Every interaction means waiting another 48 hours — at best. This is my third Sundance spa, and the first two were purchased and serviced in Quebec through Club Piscine. The difference in after-sales support is night and day. Club Piscine was excellent. The Ontario Sundance Spa Store, however, has made this purchase a total headache from start to finish. The product itself is great, but the service model is broken, and the lack of support is outrageous for such an expensive item. I strongly recommend you avoid purchasing from the Sundance Spa Store in Ontario. I will never buy another product from them and will actively discourage friends and family from doing so.
• DG

  David Gervais

  Nov 5, 2024
  3.0
  Sale was good, after sales not so much. - Tub arrived damaged, wrong smart tub controller, a few other items, - the service group responded 6 weeks later after numerous request with the store - booked an appointment (2 weeks later). - service was a no show/no call. had to leave a message to ask where they were.... called back to advise they had rebook and forgot to call me. Of course had to book the day off work to wait around for nothing... Nice - rebooked appointment for a couple days later- lets see what happens. Overall experience to date. 3/5. would not recommend this store or the brand to anyone.
• TB

  Tiffany Byrne

  May 31, 2024
  1.0
  I am not a bad review writer but this just blew my mind… My husband walked out of this store 5 min ago. He was the only customer in the store, there was one guy on the floor, he was on his cellphone and held up a finger to indicate ‘1 minute’. Didn’t greet him with words. A minute later the guy looked up at him, my husband started explaining what he needed. The guy said, ‘hold on! I have 5 more words to write.’ When he finished texting, he points to a wall full of product and says ‘what you are looking for is on that wall’, then goes to sit at his desk. My husband goes to the wall to ‘go find it’. The guy pipes up and says ‘it is literally right in front of you’… then says ‘it says whirlpool’… So many things have whirlpool on them. My husband then turns to him frustrated and says ‘wow, you are really bad at your job, eh?’. The guy said ‘excuse me?’ And my husband says ‘I am not the spa expert here, it is your job to show me what I am looking for and you have basically ignored the only customer in your store from the second I walked in and refused to help in any sort of way.’ The guy then gets up and try’s to be helpful by picking up an item saying ‘this is what you are looking for’ *hands him a jet cleaner*. My husband then reads it and goes ‘no, this is not what I am looking for, I explained that I needed a hot tub cleaner for a drained hot tub’. The guy then goes ‘oooohhhh, that’s what you are looking for?!’ My husband walked out of the store, didn’t buy anything because of this guy. How do people like this keep their jobs lol, they are literally losing the easiest sales.
• DM

  Darrin Maltais

  Dec 29, 2021
  5.0
  Excellent service and advice.
• AA

  Arif Alarakhia

  Jul 8, 2020
  5.0
  Jason is awesome and got us exactly what we needed in stellar fashion Thanks for delivery and set up - we love our tub

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