Susan and I would like to thank you for having taken the time to come out to our home yesterday to meet with us and coach us on how to enjoy our spa to the fullest. So far we are very impressed with the customer service we have received from you and all the other folks at Purewater as well as the contractors that you recommended to us for the landscaping and the electrical work. Everyone has been very attentive, courteous and professional in their approach. This is something that both Susan and I value whenever we purchase goods or services from any business.
Just a quick note to express my gratitude for the excellent service we received from Purewater! Having a technician out to repair our hot tub on New Year’s eve was greatly appreciated, and I understand he had to make an extra trip back to the store to pic up a spa pack as the one he had was not programmed. We’re very happy to have it up and running again, and just wanted to let you know how much we appreciate the great service!
Happy New Years!
Thank you for a most wonderful experience. Buying our first hot tub was made easy with the expert care and guidance of our salesman. The delivery and set up crew were most kind and helpful and arrived as scheduled. Your service staff is excellent and always willing to serve and help whenever we come in.
It is very refreshing to see that some companies still remember that the service industry is always very important to the customer. We could not be happier with your service. We love our hot tub and enjoy it every day.
Andre & Ellen Blain
PS Attached please see the photo of our tub.
We just want to thank you, and the other staff at Purewater who got involved, for all your help in picking out and setting up our new billiard table…here are a couple of (not great) photo’s of the table and furniture that you supplied in the room that we built for it all.
We are very happy and satisfied customers!
David & Faye
We have just passed the 3 month mark since our hot tub was installed on Aug. 31 and are very pleased with our purchase.
The installation process was very smooth and your staff are most helpful when I call in with questions regarding proper water chemistry. I think I have the hang of it now. I was a bit intimidated with doing the first water changeover which we did last week. It turned out to be a very easy, straightforward process draining and refilling the tub following the steps in the owner’s manual.
Attached is a photo of our tub installed and one of Marcelle and my daughter and granddaughters. I didn’t include any of myself as I didn’t want to scare any of your staff!
Please feel free to use me as a reference if the need arises.
We’re loving our tub!
I just wanted to drop you a note to say what an incredible experience it has been dealing with
the entire staff at Purewater. Your professionalism and commitment to service is evident in
everything you do.
To start things off, our first trip into the store was great. Our salesman was
particularly accommodating when it came to answering all the crazy questions we had around
the different features of hot tubs. It became very apparent that he would not sell us a tub
unless it was a perfect match to our needs. We especially appreciated the extra effort he took
in arranging a ‘wet test’ that suited our schedule (the wine was a fantastic touch)- this really
helped us decide that a hot tub was something we really wanted.
In addition, the install team went well beyond the call of duty when they
came to set us up with our new investment. Not only were the guys very attentive to our
installation requests, they also made the experience a very enjoyable one with their humor and
attention to detail.
We have now been enjoying our tub daily (yes daily) and the guys in the store have been
quite helpful in ensuring our water quality is perfect. Having access to all of your water testing
experience and tools at no additional cost is one big reason we will never have any doubt that
we came to the right place to purchase our tub.
Please feel free to have anyone call us if they would like to know more about our experience
with the tub and dealing with Purewater- Chantal and I are two extremely satisfied customers.
I apologize for not sending this to you sooner, as Vinnie Paolucci deserved to be recognized for his above and beyond commitment for customer service.
A few weeks back, I ended up at your store, as my spa drain had frozen and busted, and my tub had drained. It was Friday January 25th to be exact, right in the midst of the cold snap that we were having. Vinnie meet me in the customer show room, and I showed him what I had, and explained to him what the problem was. He immediately went to the back and got me the materials needed for me to go home and be able to do the repairs on my hot tub. He had explained to me to leave the tub off, and put space heaters on the pumps to warm them back up and if there was any frozen water in them, or in the lines, that this would help the restart process when it came time. He gave me his business card, and told me that there was no customer service on the weekend, but to email him and he would try and get back to me within 20 minutes.
Left the shop as a happy customer.
Got home Friday evening, built a shelter for the space heaters and put them on, over night to start the thawing out process and to get a head start for the repairs that I was going to start on Saturday morning.
To make a long story short, I had many questions with the drain hook up and sent emails to Vinnie, and he got back to me.
He helped me step by step, and I was able to get the drain reconnected and filled the hot tub up.
Saturday evening, when it came time to turn the tub back on, after I filled it with warm water as per instructions, the pumps would not push water and there was a leak in pump 2. Many more emails and information traded place and I ended the day as a satisfied customer, but without a working tub.
Sunday, much more of the same. Questions sent out and answers sent back. Diagnosed many issues via email and I had resolution and things were working and the only problem was there were leaks. I had a plumber friend of mine come over around 4:00 to give me a hand in trying to resolve the leaks, so my tub would not drain again, and have more issues. Got most of them fixed, but not all.
Last correspondence with Vinnie was around 5:00 pm on Sunday night and said we would talk Monday morning and get a service call set up. Monday came, and service call placed and back in full operation by 4:30 Monday night.
I guess what I am trying to say in this long winded email, that being a customer, I really appreciated the customer service I received from your employee, on his weekend off. I know I took family time from him, but it was important to him to be able to provide customer satisfaction to a client in need.
I have been in the customer industry for many years, and the compliment and thanks never seem to come to the individuals, but always the reverse. I wanted to give credit to where credit was due, and say “Thank You” to Vinnie, as I really appreciated the dedication to customer satisfaction.
From my point of view, you have a great employee in Vinnie Paolucci, and that he has gone above and beyond to provide GREAT CUSTOMER SERVICE. Wanted you to know.
Many thanks for your advice, patience and dedication over the last number of months. The pool
is blue and the algae is gone- we are both extremely pleased. You are both perfect examples of
what client service is truly all about.
Johnny & Rick
WOW!! Thank you for the AMAZING customer service. We were freaking out when our
hot tub broke Friday at 7:00 PM. You calmed us down and walked us through exactly
what to do. Even emailing Friday at 10:05 PM!!!!
Thank you for fielding all of our questions and concerns in a timely manner. We are so
happy we bought our hot tub at Purewater.
Lisa & Kris Gilmore
P.S. Brenden serviced our tub the last two times and he has done a fantastic job!
Thank you very much for the excellent job your crew has done. We can now enjoy our
Thanking you again,
To the Purewater Service Department,
This “thanks” is late but it relates to a service call on April 17, 2009. Our hot tub just
stopped at 58°F and despite email directions from your department on “rebooting”,
nothing was successful.
Basically, the hot tub needed a new spa pack and topside control panel, but due to the
start of pool season etc, our repair wasn’t scheduled for days later. I mentioned to the
service advisor about the next day being our daughter’s birthday hot tub party, and
new arrangements were made to be done the next day at 8 AM.
That was fantastic- going above and beyond regular service! We really appreciated that
and have told others of your great service (incidentally, the hot tub heated past 58°F
for the party and was a success!).
Please enjoy this small token of our appreciation by having a coffee and timbits on us.
Many thanks! Great service!
Diane McFaul, Bill Freeman & Kids
Thanks for a great job.
Thank you for good service for several years.
Ms. Mary Cooper
A “BIG” thank you to the service team at Purewater. Your two technicians travelled all
the way to our cottage in Laurentians. The problem was the motherboard which was
covered under warranty; the only charge was mileage!!!
Thank you for your technical support and travelling a fair distance.
Dear Mr. Lithwick:
I am writing to tell you how pleased I am with the service I received from the staff at
The vinyl liner of my aboveground pool was badly damaged by ice last spring. I called
several pool stores trying to find a new liner but to my dismay, because of the odd size
of the liner, some said it would take up to seven weeks to have it made. I happened
to see your advertisement on television and decided to call. When I spoke to Carolyn
she did not have answers but said she would get back to me right away – and she did!!
She called back to say it would only take two to three weeks before the liner could be
delivered. I was delighted and decided to proceed. Dorothy and her partner arrived at
my home a couple of days later to take measurements. I was very impressed with their
professionalism and appearance. I called Carolyn a couple of weeks later, on a Monday,
to see if I could arrange delivery of the liner when it did arrive in town and she again
made everything so simple. Coincidentally, the liner was going to be delivered to your
warehouse on Wednesday so she arranged to have it delivered on Thursday between
9 and 12. At 10:30 a.m. on Thursday the liner was delivered by an extremely pleasant
This has been my best shopping experience in a long time. Everyone was very pleasant,
courteous and extremely efficient. I didn’t have to wait for information of make several
phone calls looking for answers. All deadlines were met. I can’t believe it ran so
smoothly. Congratulations on having such a well-run organization and competent staff.
I should have the liner installed in the near future (my deck is almost repaired). I can
only hope that I receive similar service from the company I chose to install the liner.
We Couldn’t Leave It Behind!!!!
When we moved to Ottawa from Victoria, BC, we couldn’t imagine leaving our treasured
hot tub behind. Unfortunately, the rock walls we had built (after installing the hot tub)
made it almost impossible to get the hot tub into the moving van.
Somebody said “What you need is a skyhook”, and that’s what they delivered.
Our 8-seater tub just barely fit into the moving van and, after we
arrived in Ottawa, it stayed in our 2-car garage until we had prepared the pad on which
it now sits in our backyard.
Getting into the hot tub during an Ottawa winter is a bit trickier than it was in Victoria.
Yet nothing could be more beautiful than sitting in steaming water in the midst of softly
Thanks to the great folks at Purewater for keeping us happy!
Rick and Susan Wilson
September 3, 2003
Team Formidable (Vinnie and Dave)
We wanted you to buy yourself a soda, and to thank you for a great job (and a
modicum of humour). Hope your significant others did not run screaming at the sight of
you on Friday evening.
Good luck in your various endeavors,
Barry & Carol Pinnell
Good Tuesday morning Carolyn:
Way too often are organizations criticized for failing to provide services after a product
is sold. I have purchased a spa from Purewater Pools some months ago and
have found myself calling on your excellent service department to resolve a few minor
problems. Again, two weeks ago, your service technician provided service for a flow
problem and he came over at the time he arranged with me (rare for most service
organizations) and he came equipped with all the parts he could think of which could or
couldn’t be the cause…he had my spa running in under two hours and waited to make
sure the spa was totally functional…please extend my warmest regards for a job well-
done…I also understand that he was facing some difficult personal matters and yet he
still composed himself like a professional…thank you very much…Gerry (December 16,
July 4th, 2007
To whom it may concern:
I would like to compliment your Service Department. There was
a continuous problem with our filter/pump and heater. The problem was difficult to
diagnose, causing much frustration both for myself.
We were dealt with in a professional, helpful manner. It is nice to deal with a company
that delivers good and consistent service. I knew by the way things were handled
from phone call to phone call or visit to visit that the support would be there until the
problem was solved.
I appreciate your dedication to your customers!
May 8, 2007
I just wanted to take a moment to thank you for being such a total professional. When
you thought you might be 5 minutes late – you called! Wow! I couldn’t believe it! A
totally forgotten consideration in this day and age. When you arrived to service our
pool, it took me about 5 minutes to assess that I didn’t need to be standing over your
shoulder watching you like a hawk (as I’ve had to do with other companies each and every
year). In addition, it was obvious to me that your honesty and integrity are stellar.
Actually, I should have known what kind of person you were when Zeus came right
over to you and gave you kisses. He happens to be afraid of ‘new’ men since he was
severely abused as a puppy – but he took to you like you were old buddies! Very
Anyway, thanks again, and I hope to see you again at pool closing and again at pool
opening next year.
July 4, 2007
I just wanted to let you know what an exceptional employee you have. The first week
your technician was here, he introduced himself and we talked a bit and he finished his work,
I requested that he make sure to close the gate behind him because I didn’t want the
dog to get out. When I came back from shopping, he was just leaving the yard again
because he was worried about the gate and wanted to make sure that he had closed
it. At that time, my husband said I should make sure you knew what a conscientious
employee you had.
People don’t hesitate to complain about things when they don’t go right and I would
like to take this opportunity to let you know how impressed I am with your staff. He
always comes to the door to let me know he is here. He takes care of the pool very well
and takes time to answer my questions I have and to show me what to do on weeks he
is not cleaning the pool. If he ever needs a reference, he will certainly get a good one
Thanks very much,
April 29, 2008
Just wanted to thank everyone for helping out so quickly! The pool is slowly clearing
and if the weather cooperates I may even venture in this weekend (if that pesky
weatherman will cooperate).
Thanks again to you and your entire team!
May 21, 2002
Ladies and Gents,
Your staff opened Mr. McLeod’s about two weeks ago. When Mr. McLeod came into
the store a couple of days later asking questions like whether or not our opening crews
were our own employees, and who the store manager and service manager were, it
sounded like he had some issue or problem that he wanted to discuss with someone “in
charge”. Not so. Mr. McLeod was actually so impressed by the service he received from
your staff that he came by the store for no other reason than to ensure that their
bosses knew about it, and that they would receive credit for their fine work!
According to Mr. McLeod, it wasn’t just the fact that the guys did a great job
opening the pool. What he was most pleased with is that they didn’t mind
him “hovering” around, asking questions about every single thing that they did, and
that they actually took the time to answer them all. Mr. McLeod went on for 10 minutes
about how his questions were answered thoroughly, but without too much unnecessary
detail. He continually commented about how friendly, courteous, and helpful they were, and that he was not expecting this kind of service from a pool company.
His praise didn’t just extend to the crew opening his pool. Mr. McLeod was also
extremely pleased with the administrative staff. He had asked to have the guys call him two hours
before they were coming by. Sure enough, he received a call from them at 1 PM, letting
him know that they’d be out at 3:00.
I had an upset customer to deal with just a couple of hours prior to this conversation,
and hearing this absolutely made my day. I knew it would probably do the same for the
rest of you.
Good job guys!