Unprofessional, Unreliable, and Shocking Customer Service
Summary of Experience:
Service Requested: Hydropool hot tub maintenance.
The Issue: Last-minute delays, refusal to acknowledge inconvenience, and ultimately dropping a scheduled booking entirely.
I cannot recommend this company based on the highly unprofessional way they treat scheduled customers.
The Initial Delay: I had a preplanned appointment booked for maintenance on my Hydropool hot tub. Unfortunately, their service vehicle broke down. While this was incredibly inconvenient, I accepted that unforeseen things happen, and we rearranged the visit for their next available slot.
The Unacceptable Cancellation: Because a member of our household had to take a full day off work to be at the property for the original, failed appointment, I contacted the company. I reasonably asked if they could offer a discount on the rearranged visit to help compensate for the wasted day of annual leave.
Instead of a professional response—or even a polite decline of the discount request—I received an email cancelling my appointment completely.
The Excuse: Their justification was that their vehicle repair was taking longer than anticipated, and as a result, they had decided to exclusively prioritised their "own client base" (meaning only customers who had purchased hot tubs directly from them).
I pointed out that I had come to them highly recommended by the company I originally purchased the tub from, as that retailer no longer offers maintenance services. This made absolutely no difference to them.
Final Thoughts: It is completely unacceptable to drop a paying, booked customer simply because they asked for fair consideration after being severely inconvenienced. If you did not buy your hot tub directly from this company, do not trust them to honor your booking. They have clearly demonstrated that they will drop external customers the second it becomes inconvenient for them. Save your time, keep your days off work, and find a more reliable service provider.