BonaVista LeisureScapes

Bona Vista has successfully provided us with the worst customer service we could have imagined. From what we can tell, they pride themselves on being a small family run business. For a company with their mindset to neglect the requests and needs of another small business the way they have is inconceivable. They first told us they could not locate the pump we needed, so we sent a link of the exact pump, as per the manufacturer’s specifications. They then installed not only once, but twice, the incorrect pump, without informing us they were installing a different one. That pump also was double the HP that we needed. When we brought this to their attention, we were told that they installed these pumps because the one requested was not available in Canada and another time told us a lower HP was not available. We found this to be a little odd, so we took it upon ourselves to do a little search. Within two minutes (literally, two minutes), we found a manufacturer of the exact pump we needed located within an hour drive of our business. When we contacted Bona Vista about this, they gave us the run around and did not accept any responsibility for this. So, not only did they make uninformed decisions on our behalf, but they flat out lied to us. To top it all off, while trying to get this all sorted out, they refused to directly address our concerns. Last we were told they are in busy season and have yet to hear back from them.
9 years ago (13-09-2017)

Jennifer Gannon and Rob Irvine provide amazing service and are extremely knowledgeable on the products they sell. They are easily accessible by phone or in the store for any questions on our swim spa. They are always professional and do their best to provide service that far exceeds my expectations. I would not hesitate to recommend Bonavista products and always enjoy dealing with Jennifer and Rob who excel in customer service!
9 years ago (24-04-2017)

I honestly never find the time to write reviews but I felt I must take the time to describe what a terrible experience I have had with this company. I built a new house approximately four summers ago and part of that was the installation of an inground pool. I worked with a landscape designer from Toronto who highly recommended the company and so we went with Bona Vista . From the beginning it was nothing but disaster. The pool was actually put in at the wrong level in the backyard. They all pointed the finger at my contractor however I really don't think he was to blame. Anyway I'm not saying that was the pool company's fault but somehow that was a bad omen. They put in inferior equipment according to people I have had subsequently looking after the pool. for example timers for the Polaris and light system look like they were from the 1950s and subsequent companies have said they haven't used them in years. Then came the electrical fire in my pool house that first summer, for which their electrician had done all the electrical work. I had an independent assessment done And was advisedthat most of the equipment should be replaced as the electrical fire would damage the wiring . Bonavista did none of that, in fact they gave me a hard time when the pump failed immediately after and I was hearing terrible grinding noises. They told me they would check it again in the spring when they reopened it and when the folks came to open the pool and do some maintenance she called service right away telling me it was of course completely defective. I honestly can't even remember some of the other details, as I have distanced myself from this company because of their poor customer service. Every time I would call them with a problem, needless to say there were many, I felt as if I was being accused that somehow it was my fault or I was being a difficult customer because i had pool issues. None of the other equipment got replaced after the fire. Now just had a heater failure in the fourth year of function for which they won't even take my call. I got told by the receptionist to call my local gas contractor. And not just as a helpful recommendation but basically blocking me from talking to anyone in service. I realize it is not covered under warranty but my understanding is a heater should last longer than that and I would least expect a call back from the company as they installed what might be a defective heater. That may not be the company's fault but I would think they would at least bothered to return a call for something potentially defective. There were many many other examples of terrible customer service. I must say in my life I have never had such a horrible experience with any one company as I have had with Bonavista pools. And finally just to say that at no time was I ever dealt with anything other than defensiveness and sort of a finger pointing back at me, like somehow this was all my fault. I would never use, or recommend this company ever again. Worst experience I've ever had.
9 years ago (15-08-2017)

Super great spas, service and people.
9 years ago (29-06-2017)

Great service. Nicely laid out store
10 years ago (12-02-2017)