Remington Home Leisure

We ordered a Vortex Swimspa from Remington in the spring of 2021. We were dealing with the manager Terry who informed us to expect a September 2021 install. Covid and flooding in the Vancouver ports delayed our delivery and subsequent install. I am not putting that delay on Remington but we were disappointed that we had to contact Terry each time to ask when our swimspa was being delivered. We were given 4 different dates for delivery/install and each time the date went by with no contact from Terry to preemptively inform us of the delay. We contacted Vortex directly to get more information because Terry was zero help. He couldn't even get my name correct. We were given information that our swimspa was produced but waiting on shipment. Vortex wasn't able to provide a shipment date and were not able to say if our swimspa was in the factory or on a freight ship. They also were not able to tell us when our swimspa could be delivered. Not even an approximate date in 6 months etc.We then contacted Terry who then told us our swimspa wasn't produced yet which wasn't true according to Vortex. Customer service is important to us. Matt Remington read our email exchanges with Terry and reached out. Matt provided us with a refund on our deposit, which I appreciated. We determined to go with another company because of poor customer service from Terry. Matt was professional and offered a reasonable solution with our refund but unfortunately 95% of our dealing were with Terry which resulted in us opting for a refund. The 1 star rating is strictly on customer service as we never received a product from Remington. Thats the coles notes version.UPDATE AFTER REMINGTON REPLY...Thank you for your reply Matt. I agree that the delays are challenging for your small business to navigate. Like I said

Love the new hottub we got from Remington Home Leisure. Install and setup were seamless and great service for any questions we had. Would highly recommend Matt and his team!

We recently purchased a spa from Remington. Delivery was great, the guys were fast and super professional. One of the guys returned later in the day and thoroughly reviewed everything with me to complete the setup. The following day he came back as he spotted a small revision that was made to the control panel that was not yet documented in the manual, and he put the spa to the correct power setting. Good attention to detail, and very educational for a first time spa buyer!

Absolute horrible company made up of rude lady and useless people. Don’t expect friendly service once they get your 10 grand for a hot tub. After not even owning the hot tub for 4 months the acrylic came off after them telling us many times our chemicals were where they were supposed to be (which they have the reports on file). They don’t answer your calls and will only text, that shows how unprofessional and lazy they are. Can’t even show up to an appointment!!! Horrible experience dealing with Matt Remington. Putting this out there to help others chose a different company who actually cares about their customers and their satisfaction.

Awesome Service ! Justin and Install Team are Fantastic!!! We just had our new Beachcomber Hot Tub delivered.Team was extremely knowledgeable and helpful !! Thank you for making our new Family Hot Tub experience a great one !Rob/Sharon

the install team are fantastic. They informed me that the platform i built needed to be reinforced, which resulted in them having to come by a 2nd time to finish the install. they came a THIRD time to set it up for us. 3 trips which should have taken them 1 (my fault). they were very accommodating and were just great people to deal with overall. sales took their time to review all options and did not feel rushed or pressured in any way. thanks Remington Home Leisure.

Purchased a “BRAND NEW” hot tub at the end of July. Was told $5000 deposit to hold the new one in warehouse as they only had one instock and other was demo. Was installed last Wednesday. Notice scratches on rim of hot tub and toenail in hot tub. Also LED lights stopped working on one side of unit. They did come and fix LEDs right away. When I went into store to do water test notice demo was gone. When questioned, Terry told me they sold the warehouse one and mine is the demo unit. Would have never purchased if I knew was getting a demo, made very clear when purchasing did NOT want demo. Was given $500 in store credit for the mix up. Sure helps some. Does not really make things right in our eyes. Terrible experience. Gave 3 stars cause they came and fix LEDs quickly.

New hot tub owner and have been in the store a couple times recently for water tests, both times, the lady (sorry...not sure her name...Brenda maybe?) was very helpful and patient with all my many questions. Great service, thanks!

Hi there Sherry! Just wanted to pass along my thanks to you guys and to the installers who brought my tub down today. They did a fabulous job, and were very professional :) It looks wonderful!Remington Home Leisure staff did an incredible job of helping us be well informed and choose the right tub for our needs. They spent plenty of time answering our questions and explaining the different options. This is our second hot tub. I absolutely recommend this business for their customer service that exceeds expectations. Thank you!!

I dealt with many hot tub companies and by far this was the best experience I ever had . Sherry made me and my mom feel like friends not just a customer . She had a great sense of humour and really cared about what fit your needs best and what would be affordable . Sherry your awesome and thanks so much .I would recommend sherry and Remington home leisure any day of the week . Thanks again it was awesome