ComplaintsforJacuzzi Premium Spas of Fresno

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  BBB unable to locate business

  More info

  We ordered a spa from ********************************* (owner) at Premium Spas last August. The order included a credit of $6,500 for a one-year-old spa in our possession. **************** employees picked up our spa in, we believe it was early September. We were told we needed $19,000 down to proceed with the making of the swim ******** were told 6-8 weeks for the spa to be made and delivered. Since then, we have been told many things via text and telephone calls. We were told the spa was done, but waiting for a truck to deliver. We were told the spa was ready but the spa covers were on back order. We were told they were waiting for a part from *****?? (that info actually came from ******* at Hydropool Spas in via telephone) That info did not make sense at all. We decided to visit Premium Spas in person and found that, according to the new spa repair business in the building, ******* had "retired" and they had no communication with her except with the lease of the building that they had secured. We called Hyropool Swim Spas in ****** this morning and they said they were waiting for payment from Premium Spas. We have ******* at Hydropool looking into our order to see what payment is needed. We are hoping it is just the balance due at delivery. We know there is a balance to be paid of $6,508.08, but considering that ******* just disappeared with no help or explanation, we have no idea what is next to happen. What we do know is that we have given Premium Spas $19,000 to order the swim spa and she has taken our personal spa as well. We have no swim ******* have the signed contract, and described texts/communication from Bavette.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  BBB unable to locate business

  More info

  Date order placed: july 2, 2023, placed a deposit of $4429.43.On August 21, 2023 they said they need the full amount to be able to accept pick up the spa from Hydropool and will schedule delivery once it was picked up and tested.On september, i was tole the ****** - spa cover is still on it's way, I agreed to wait for delivery of the spa until the cover arrive. November came and still the ***** was not yet received. I talked to them to deliver the spa without the ****** but the they said they can't because they sold the original spa cover bec i ordered the ****** and they can't deliver without any cover. January came, they claim that ****** lost my order, i asked that if they cant deliver by end of january i would like to cancel the order, and she then handwritten a letter stating that she will give me refund if i cancel by end of january which i did. I did not hear anything the whole month of January on any updates of delivery. Now, i can't get a hold of the owner, i requested numerous times for a call back she never does only respond by text, and she's not in the store everytime i came by.

• Initial Complaint

  09/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a spa from the company at the Fresno Home and Garden Show on March 3, **** and gave a deposit on that day. We went into the following week to pay off the balance due (over $15k) and to pick out colors, etc. They said delivery would be 4-6 six weeks but sometimes they come sooner. Two weeks later, I get a call from them and the person said they forgot to write down our color choices, so I gave it to them. Weeks go by, I hear nothing. I begin calling in the end of May to hopefully get an update. No return calls. After calling a few times, I asked the person answering the phone if my spa had even been ordered. He indirectly told me it had not. (Apparently he was later fired and the owner has told me that former employee was an "idiot" and a "jackass" which is completely unprofessional.) I have received excuse after excuse after excuse after excuse. I realize that there may be delays, but call (or text) and let me know. In June, I requested a refund. The owner offered instead of a refund that she would give one year of maintenance and that she would send it all to me in writing. I received nothing. She told me there was a waiting list for the spa that I ordered, so i told her then she should have no problem reselling it. I did NOT receive my refund check. So after ANOTHER month goes by, I call the owner again. She was blaming the accountant this time. She told me my spa came in and asked if I was sure I didn't still want it. I said if it came in, then deliver this weekend. We set a date for Sunday, July 30. I said if there is any problem to call me. I waited ALL day at my house. NO DELIVERY. NO CALL. I started calling again on 8/17. On 8/23 after being ignored yet again I went to the store and the clerk said she didn't know anything and then I get a text from the owner that she SOLD IT TO SOMEONE ELSE. (Are you kidding me?!?) Now, she won't pay me b/c the new buyer hasn't paid her! It has been MONTHS!!! I should have it installed and enjoying it by now.

  Business response

  10/03/2023

  We are always sympathetic when we experience unforseen delays, But we do not have control over them. For this reason we state this in our contract of sale. We completely understand that they wanted to cancel, We still had to purchase the jacuzzi and In order give a full refund we have to sale the unit originally made for them. Otherwise there is a 30% handling fee subject to customer, per our contract. I tried to explain that their tub had sold after they had canceled. And that we were just waiting for customer to take delivery and pay the balance so we could refund them. The jacuzzi was delivered Monday the 2nd. The funds have been deposited and we will be issuing a cashiers check to ************************* (name on contract) Friday the 6th, we ask that they please allow it time to arrive at their residence.  

  *********************************-Premium Spas

   

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a spa from the owner on 10-10-22, I dealt with owner named *******. Total purchase price $14,200,00. I made a deposit of $7,200. Balance to be paid when spa arrived in Fresno from factory in Chino, Ca, I asked her ******* how long it would take to receive the spa. ******* told me it would be approx. six weeks. After six weeks I inquired about the status of my order with her daughter ********. ******** told me the spa was due to arrive in Fresno on approx. 12-15-22. I again checked on the status by going to the business on 12-20-22. I was then told my spa had arrived in Fresno, and it was the intention of the business to have it installed by Christmas. I waited until Thur. 12-29-22 to go to the business, to inquire about when my spa would be delivered. An unknown employee name unknown to me, told me my spa was finished, but was still in Chino, Ca shipping date unknown. I told the employee I was extremely dis-satisfied with the inaccurate and mis-leading info. I had received from all employees at the business. I told the employee I wanted my down pay. refunded, and my contract canceled. She called the owner ******* and I ****** spoke to her. I told her I no longer had any confidence in her business, wanted my $7,200.00 down payment back, and my contract canceled. She accepted my request, and said I could pick up a check for $7,200.00 on Fri. 12-30-22. I called the business at approx 11am and spoke to an employee named John. He said a check was not there, and had not heard anything from *******, but would contact her and then call me back, he did not return my call. I called back at approx. 1pm, **** said ******* told him she would call me ****** later today, At approx. 4pm I called and spoke with **** again and told him ******* had not called me. He said she probably was busy doing meetings or something. I told **** a return phone call would take two minutes if that and let it go with him there. I am requesting my refund back, and contract canceled.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a hot tub from this vendor and it is still under warranty. Recently there has been a recall related to the temperature sensors in these models, which need to be replaced. I contacted the store for service, and spoke with a technician. On the initial conversation he quoted to me verbally that my product was under warranty and the service would be covered under the warranty. After multiple attempts and a no-show, I was able to have the technician come to our home and repair the issue. I should note that I was HIGHLY IMPRESSED by his professionalism and knowledge of the issue, despite the challenges related to actually getting him scheduled. He left without providing an invoice for services rendered. The following day I received an electronic invoice for 99 dollars. I called the business and was told that even though my hot tub was under warranty that “the industry had moved” to charging customers for things like the replacement of the defective part which is the source of the product recall. I am frustrated for several reasons: 1. I understand that the vendor has to cover costs related to operating their business, but there was a lack of transparency and forethought with the invoicing process and a clear reversal of policy about what charges I should expect. Any responsible mechanic or contractor would be up-front about what is and is not covered by a warranty, in this case the technicians and the business owners are not relaying consistent messaging. 2. I appreciate the convenience of electronic invoicing but an estimate should have been sent to me PRIOR to work starting. This is standard and expected practice in all service industries — maybe this business has not “moved with the industry” after all. 3. I would be more than happy to pay a tip for the technician, for whom I harbor no ill will. However, I won’t pay a 99 dollar “trip fee” given the poor communication and follow-through from the central office to get service done in the first place.

  Business response

  12/13/2022

      First may I clarify that this part was not a recalled by the manufacturer.  However it was defective and needed replacing under the warranty guidelines. We state this at time of purchase and when hot tub is delivered all customers recieve an owners pack with serial number a warranty registration card to fill out, the owners manual, their warranty guidelines. Please see attached warranty guidelines inmcluded with every hot tub. The part and the labor are covered, but it does clearly state that travel time and gas are not covered under the warranty. To help cover some of this expense it is necessary to charge the customers a warranty Co-Pay. Yes it is common in our industry, but has always existed, maybe the amounts have changed over the years..It is due to the fact we travel to the customers house in order to service their warranty. Manufacturers do not cover the expense of travel time or gas. When the job is scheduled it generates a work order, on that work order it states the $99 Co-Pay. This is a new system for us, we chose an automated system so that the customer knows every step of his or hers service appointment, customer are notified at every step of the process, when the work order is created thats where you should see the co-pay and the reason for the service call, then an appointment verification, it even notifies customer of when technican has left his last service and is on his way to their service. 

         So we apologize if for some reason the $99 Co-pay did not show on work order to customer or if they were not getting confirmtions from us and make sure the staff and system is generating correctly and properly. We will gladly forgive the $99 co-pay for customers recent service and I hope that customer can contact me if anything like this ever happens again, I would be glad to help.  

  
  

  Sincerely, 

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

  Owner 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/16/22 I put $4400 down on a J-495 jacuzzi hot tub that Fresno premium spa ordered in 2021. On 6/11/22 I paid the remaining balance of $17600. The hot tub was to be delivered to Fresno premium spa on 6/30/22 and delivered to me the following week. I have yet to receive the hot tub and have been lied to on numerous occasions. I have written correspondence from both Fresno premium spa owner ******* ********* and the jacuzzi regional manager Mr. ****** ******. I have been told 4 times that the hot tub was complete. Fresno Premium spas has set up and defaulted on 2 separate appointments for delivery on 8/23/22 and 10/16/22. I have got nothing but the run around since I paid the the $22,000 for said hot tub.

  Business response

  11/22/2022

  To whom it may concern, 

       The customer is correct in everything he is stating in his complaint. Premium Spas and myself are very empathetic to Mr ***** concerns. There have been unforeseen delays in the manufacturing of his hot tub. This particular line of product has had difficulties meeting the high demand due to supply shortages and have been unable to finish the unit. 

      We would love nothing more than to have put the spa in his back yard months ago as would the manufacturer. However our industry and many other industries are still experiencing the effects of Covid. We have very good intentions on our estimated arrival or said finish date we provide to the customer as best we can. Premium Spas does not produce the product, we are a retail dealer of the product and servicing/ support agent of the product, its warranty and maintaining it once it arrives. Until it is here the only information we can relay to the customer is the information that is given to us. 

        During Covid we experienced even more delays and at that time we found a necessary to revise our contract so that it stated in very bold print we (Premium Spas) cannot be held responsible for any manufacturing delays. That if customer no longer wants wait for said product they could cancel and pay the cancellation fee. We did this so customers are aware and also so we are covered of the fees we will incur due to cancellations. 

         Mr. ***** has spoken to The manufacturer and they explained to him how we are not to blame and has given him a finish date that’s with in a couple weeks from today. In the mean time we have offered and Mr. ***** accepted, a loan of our in stock floor model that needs to be craned in and out and  then switched out when his arrives, all at Premium Spas cost. We offered this so Mr. ***** had a hot tub for the holiday, to show we care and hope that in our efforts it helps in keeping our working relationship a positive experience. So I must say I’m surprised this complaint was not with drawn. But we completely understand and share in the frustration of getting it here. Attached is a copy of the contract between Premium Spas and Mr. *****. 

  
  

  Thank you, 

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

  Premium Spas

      

*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. ↩