Empress Hot Tubs & Swim Spas

The dealer (Empress) supplied a cheaper filter instead of the expensive OEM filter from the manufacturer. When I asked about this, they gave me several excuses and suggested that I buy the OEM filter from them at a discount. Interestingly, when I contacted the manufacturer directly, they sent me the OEM filter with no questions asked. Thank you, Masterspa. No thank you to Empress

We were moving and wanted to take our hot tub with us, the tub needed to be removed before our move date due to some compliance reasons. Jackie was more than accommodating in setting up our hot tub move and storing it for the time at her location until we moved into our new place. Jackie and her staff are wonderful people who are always willing to help and would recommend her to anybody not only for a new tub but also for anything tub related. Empress hot tubs gets 10 stars in my book.

Needed parts for my hot tub repair. I got a free tub off Kijiji which needed some work. They had mostly everything I needed readily available and whatever they didnt have made every effort to source it. They also answered all my questions, not because I bought a new hot tub from them but because they genuinely care. Based on the customer service I received I recommend them to everyone who needs parts or is looking for a new tub

Purchased my hot tub from Empress Hot Tubs this summer. Jacquelune was very good to deal wit. She provided a quick deliver as promised and thus far, service with Pat also has been ver good!

I had bought a used hot tub elsewhere and needed help with basic maintenance. Jacqui was fantastic!
Knowledgeable, friendly and very helpful.
I definitely reccomend her for all hot tub needs.
I will buy my next (new!) hot tub from her as service is great.

I bought a refurbished tub from Empress, I had really good service at first. Then I started to have issues with my tub. First text to Jacqueline was Oct 4 now it is Oct25 and I’m still having issues with my tub. I haven’t heard from Jacqueline or Pat in two weeks now, so I guess my 90 day warranty will run out with no response from them. Biggest mistake ever buying from EMPRESS Hot Tubs. Save your money and go somewhere else.

I found Empress hot tubs to be efficient and followed through with delivering our hot tub on time - we originally went with a different company, but when they assured us our tub would be delivered in a few weeks, then extended that to a several month delay, we reached out to Empress, and their team was very easy to deal with and accommodating. We are thrilled with our purchase. Being first time hot tub buyers, I did find they do not walk you through each step and some of the required chemicals were not included with our delivery. Would love for them to include a phone followup or something to address questions about maintenance.

Abysmal customer service. Don't ever pick the first place you shop at for anything, especially big purchases.
Every step of the process has been like groping around in the dark. Terrible communication, rarely return calls or texts, incredibly unprofessional on every possible level.
Promised hydraulic cover lifts, as I said that would be a necessary condition of purchase. She wrote "lift covers included" I clarified that's HYDRAULIC lifts, and she said, yes yes, no problem.
Fast forward two weeks later, STILL haven't received the lifts. We told her the ones the tech brought weren't there ones (hydraulic) we agreed upon. Her response is for us to drive 45 minutes each way to their shop and look at all the options, and she would be "willing to apply the price of the manual lifters TOWARDS the lifters that we would like" (and very clearly stated that we wanted in the first place. That is SUCH a slimy move. Whatever you agree upon verbally, be absolutely sure you get that agreement VERBATIM, otherwise it's the bait and switch after you sign. Or better yet, go somewhere where the business owner's word actually means something.
Just brutal. It's been like pulling a tooth just to get the most basic level of customer care that anyone would expect from a purchase of this magnitude. We truly wish we could go back in time and just skip this place completely.
DO YOUR HOMEWORK, READ REVIEWS. (including the Better Business Bureau).
Will update this review is we ever get the lifters we were PROMISED, but at this point I'm not holding my breath.

Extremely bad experience. I bought a swim spa , floor model , and paid $30.000 . After the sell, the owner did not address my concerns , having to call Master Spa to inquire about this swim spa. I found out it was a 2006 model ! I was shocked to find out I bought a spa that old, not being even disclosed to me . When I was almost on the point of going to courts to sue this company and Master spa, I received an offer to settle and accepted this settlement. They offered free maintenance and trainings for 2 years. Today , they came to do the draining to a spa that is full of dust, unable to be suctioned , and refused to offer services when asking to wear a mask and gloves ( provided by myself ). The person in charge with this was very combative, argumentative and used intuitive language. I have never been treated so poorly by any company that offered me services. Most likely, Jacqueline will see a judge . Her staff reflects on the way she does business.
If you choose to invest a considerable amount of money in a hot tub/swim spa, I recommend a company that is polite, honest, and helpful, to choose from, instead of the name brand, since most of the hot tubs/swim spas are similar in performance. Empress hot tubs and its owner has been nothing but a disappointment , frustration, and insult to myself. I will not recommend it

We needed a new cover for the hot tub as the one from paradise bay was junk. Paradise bay wanted over $800 for a comparable cover. We went in to aqua advantage and got it for $450. It is top notch and insulates very well. They have great service on their tubs. My brother has one made by them.