Business ProfileforAquatic Home Living Ontario Inc. O/A Wellness Shop

I purchased the hot tub on January 20, 2022 I purchased the hot tub in the amount of $15,876.50 They committed to provide me a "white glove" delivery service for a used hot tub that was on a trade in cycle through a program they have. The dispute started when they drove the forklift through the bottom of the hot tub prior to delivery. I had two choices. Wait for the part to come in (they quoted 6-8mths due to Covid) they would replace it and then deliver the hot tub. Or deliver the hot tub damaged and when the replacement came in schedule a service call to replace. I choose the second option and had them deliver it. Once the part came in, we scheduled a service. I drained the hot tub and disconnected the electrical. They came out tipped the hot tub on its side, removed the bottom pan and replace that bottom pan with the new one. I filled the tub and reconnected the electrical. After a couple weeks I noticed the water levels dropping. I didn't think anything of it and topped off the water levels. Couple more weeks go buy same thing. I thought at this point maybe it was a loose cover and steam was getting out. Again, I would top it up with water levels would drop. I then removed all panels to check all sides of the tub for a leak. There were no visible signs of a leak. After months of this leaking and filling up the tub I noticed water continually around the tub on the outside. It was at this point I was able to confirm that there was a leak internally because the lower pan had filled up with water. It was at this point that I knew that when they tipped the tub and placed it back that they had either cracked the fiberglass or one of the seals. I reached out to the service team to schedule an inspection I explained all this to the Tech that completed the work. In his report he noted all the same things that I had mention and put in his notes that the customer would need to continue to monitor. I reached out to service an explained this was an unacceptable fix leading into the winter months with a leak. After a month of back and forth it was determined that they would have to ship it back to their warehouse for further investigation. I've run out of characters to i can further explain later.