Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a spa from Backyard Leisure, LLC ******************************************* on July 30, 2023. We were told it would be in at the end of October 2023. We have talked with the salesmen numerous times and emailed the company about why we have not received it yet. He had told us that VitaSpa (Maxx Spas) keeps telling them it is on the next truck. It is now mid March and the spa still has not been delivered. The BBB has already contacted Backyard Leisure to solve this issue. Their response was inadequate.Also, I have tried to get answers from Maxx Spas, they have not responded to my requests. A representative from did contact me through their ******** account asking for the name of the place I ordered the spa from I gave them the information, which at this point no one has contacted me.

  Business Response

  Date: 06/12/2024

  We are aware of the issue with Backyard LLC. and ************, and we have communicated our position to you and Backyard LLC. Although ************ purchased the hot tub from the retailer (Backyard LLC) we cannot ship the unit until we are paid by the retailer. We understand that this may feel as though we are pointing the finger at the retailer, well, we are due to our "Buy-Sell" agreement. The retailer must order and pay for the unit before we can ship the unit. MAAX Spas has not been in a "Back-Order" position since October or 2022, which was created by the Pandemic. The complaint needs to be directed at Backyard LLC. They were telling their consumers false information.  If ************ was told otherwise by the retailer, that was not true. I do understand that hot tub has been shipped and may have been installed at this time. We truly hope ************ enjoys your Vita Spa for many years!

  Thank you,

  *************************

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Maax Spa Vita Spa Salon (model) from Sunset Spas which was installed August 2019. Around February ********************************************* the spa filters. Numerous conversations with Sunset Spa and Service Centers of America ********************* and Repair arm) told me that it was most likely mold (which it was not). Online searches yielded no solutions. Today, December 8, 2023, I was informed by Spa Works that Maax Spa and ******************* defective parts on or about Summer 2021. These defective parts are the cause of my hottub requiring repairs. I believe that Maax Spa, Vita **** and Sunset Spa had a responsibility to notify me of the defective parts and to pay for repairs while my hottub was still under warranty.

  Business Response

  Date: 06/12/2024

  We have checked our service records for *********************, and MAAX Spas did not received any information about this service call from the independent service provider utilized by Sunset Spas, the retailer that sold the hot tub to ****************. Based on the date of the complaint, which we can only assume happened near the date of the service call, the hot tub was out of warranty. Based on the explanation of the issue, there are many causes for a breakdown of a material, most common cause is water chemistry. Without having all of the details of the issue and information from the independent service provider, we can only assume that the hot tub was out of warranty and that is why they were charged for the repair. 

  Customer Answer

  Date: 06/14/2024

   

• Initial Complaint

  Date:05/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a MAAX Spa from ******************************** October 2009 for $10,000 +. During a winter storm, we lost power and freezing pvc pipes cracked. February 2022, requested *********** to come and repair. Dover Pools declined to repair due to fact it was out of warranty, and only services products under warranty. Contacted Sundance Spa companies to fix. They can only service brands sold. Contacted MAAX Spa via ******************* to complain about Their retail dealer, Dover Pools. Dover Pools ultimately sent email stating they were sorryhowever, they could not repair spa until the ********************* in Arizona referred me to another dealer in **********, ********. They no longer sell MAAX Spas. ******************* has placed the burden squarely upon me to find resolution in repairing their brand. As a severely disabled veteran who needs the therapy for my legs and back, I am in a discombobulating circumstance where ******************* has declined to sanction their retailer, Dover Pools in the name of profit.

  Business Response

  Date: 06/14/2022

  MAAX Spas regrets any negative experience our customers face with our dealers. Each problem is unique and we strive to correct any misunderstandings. ******************** purchased a spa from our dealer Dover Pools 13 years ago. Even though the spa is out of warranty, Dover had agreed to travel free of charge 70 miles from their service center on 4/28/22 for ********************. Upon inspection, it was apparent the repairs were not going to be simple or quick due to the spa sides and top being left uncovered from the elements. Extensive plumbing and repair services like this one are typically done in the Fall when Dover has more manpower and resources. As of 6/14/22, ******************** is is ordering items/parts from ****************, but not having Dover return to his residence for service.