ComplaintsforSacramento Hot Tubs

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a hot tub from Sacramento Hot Tubs on 10/7/2023. They seemed really great and responsive at first and then the problems started. We have been having an issue with our hot tub since it was delivered and installed. We have submitted a service request online and also left a voicemail to no avail. On top of this, the person that set up our loan messed up the paperwork. He submitted different info from what we actually signed and agreed to and now we are being charged a different amount than what we agreed to. We want Sacramento Hot Tubs to do the right thing and fix the hot tub and the loan info!

  Business response

  01/24/2024

  We reviewed a service request on 12/12/23 stating the ozone doesn't work. We messaged back the same day explaining how to check it. A followup message was send on 12/28/23 to which we did not receive a response. We are more than happy to help resolve the issue. I will attempt contacting ********** this afternoon to understand what the current issue is. You may also email direct at *********************. 

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a hot tub from the company on 09/10/2023. Was told it was a 6 week window for delivery. Its been 12 weeks and no hot tub.All I want is my $2000.00 deposit back. I have called, emailed and texted without success. The salesman said that there was nothing he could do.

  Business response

  02/06/2024

  The contract, like all our contracts are very clear. We will hold the sale price of the hot tub for a small deposit. When the customer brings the deposit to 50%, or elects to finance the spa through us, we will order and ship the spa. Lead time once a deposit is brought to 50% is 4-6 weeks. This is VERY clear on the contract. The customer has to sign and ************ portion of the paperwork. Once I spoke to the customer, I promised that I would ship the spa on their word they would take delivery. The customer simply had to come in and pay the balance prior to delivery. I received the spa and the customer refused payment and went to the ******************** to get their money back. His wife was saying she wanted it and to deal with only her.  He stated, "I can't afford it and need my money back." We allow our customers the courtesy of price holds and only ask for 50% of the sale to bring their spa in. It's a very simple and fair system. I simply can not bring in 500 spas on small deposits and wait a year for customers to be ready for their hot tubs. I have elected to return the $2000 and resell their special ordered, $10,000 spa at a large discount. The check is available at *******************************. Suite D. *******. We have paperwork for him to sign upon picking up the deposit. We do need his wife here as well as its her name on the contact, not his. It will take 10 seconds. 

  Customer response

  02/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a hot tub from Sacramento Hot Tubs on March 11, 2023. It has been leaking ever since we bought it. They have sent a repairman out four times and I cannot get any response from the company as to a return or exchange for a new hot tub. The office hangs up on me and the owner has not responded to my two emails. Please help in anyway you can.

  Business response

  06/06/2023

  We were able to get the manufacturer to replace the spa. Customer is happy. 

  Customer response

  06/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased floor model (new) hot tub at ** State Fair from *** Hot Tubs on 7/24/2022. unit was $8022.48. paid $1600 deposit via **** and financed the remainder thru greensky. unit scheduled delivery for 8/17/2022. company called on 8/16 asking to authorize funds. per loan docs, this should not happen. ***** at sac hot tubs said if we don't they will not deliver the tub as scheduled. tub didn't arrive until 5:35PM when my window was before 1pm. contacted them multiple times with no legitimate reason for delay. tub arrived not per described by salesperson (*****). was not wrapped. blemishes were not repaired and tub was not detailed as promised. *** was delivered with a jet missing, a filter missing, the cord for 110v missing and tub leaked. Called vendor on 8/18 telling them we want to delay financing with the issues until we issues resolved. she said she will let the owners know. technician arrived at 1:06pm with a filter was completely unaware of the non functioning tub and all the issues. tech came back 8/19 to open the panels and found that someone has taken original parts off the tub and put a s**** thru a pipe and stole connectors off. elec. panel cover opened and inside was a mess. product was not in the condition described at time of purchase aside from blemishes. we wanted a a replacement or this one picked up and transaction reversed. sac hot tubs have ignored us until we disputed charges with ******** and they reach out saying we had requested service. called and left a message 8/31 to **** requesting a call by end of business with no response. disputed the charges for the $1600 and ***** fargo found my dispute to be founded and on 1/31/23 Madden and Associates LLP mailed me a letter wanting to collect the disputed amount because their claim is I agreed to the blemishes and yet I reversed the charges for the deposit and did not take ownership of in fact selling me and delivering a defective and non-functioning product with parts missing.

  Business response

  02/08/2023

  1. Yes, you purchased a hot tub with scratches and blemishes from the state fair. We delivered the exact product you purchased. The contract is noted of the scratches and blemishes which you received a large discount off the price due to the damage. 
  2. Once we were contacted about the missing filter and jet, we were out the next day. Problem was solved. 
  3. Yes, your spa was missing the pack. Once we received word, we checked other spas and we had theft of 7 packs from the fair. This is unfortunate, but we have come to realize this is an ongoing issue in this country. People steal and made thousands selling your parts online. We replaced the pack with new parts and your spa is up and running wonderfully with a full warranty. This issue was solved. 
  4. We ask for 72 hours to respond to issues as **** doesnt have authority to approve spa replacements. Im sorry you were not called back the same day. You were offered a new spa for the regular fair price. We receive discounts when purchasing blemished spas and pass those savings onto you, which is why you received such a good discount. To satisfy you, I will honor that same offer for the next 72 hours. We were happy to replace it, but I can not replace it with the extra discounts. 
  5. Hot tub deliveries sometimes takes hours. We do our best to give accurate time frames. Spas weight up to **** pounds and are often maneuvered through tight spaces, dropped into decks, etc. On this day you were reaching out to a cell phone instead of the showroom. The delivery coordinator was not available when you were calling. We should have reached out to you when we ran behind. We now give 10 hour windows and reach out when we are an hour away. 
  6. This was in no way a smooth delivery nor the experience we want a customer to receive. I do believe however that things happen. Theft, damage, delays, and defective parts happens. Its how a company responds. We were out the very next day and fixed the issue as fast as we could. 
  7. Please let me know if you would like to move forward with the replacement. I have a load of spas that shipped Monday and would be happy to swap the spa when it arrives. If you wish to keep the current tub, then I do need the final payment per the contract. I will include a new 3 month set of chemicals at no extra charge for your inconvenience. 
  8. I was never aware of any request to return the spa. You have had it for 5 months. Im happy to satisfy the request for a new spa, but can not return the spa as its heavily used at this point. 

   

  Customer response

  02/08/2023

  I am rejecting this response because:

   

  1. Yes, you purchased a hot tub with scratches and blemishes from the state fair. We delivered the exact product you purchased. The contract is noted of the scratches and blemishes which you received a large discount off the price due to the damage. 
  
  **what we agreed to purchase was a new floor model at the ******** Fair.  What we did NOT agree to was a purchase of a product that has been altered and parts stripped from it.  We do not dispute that the contract states that there are blemishes and scratches on the tub that was purchased; whats concerning is your sales tactics.  ***** told us that we can buy this exact unit at the state fair price for this would be $1000 less and theres actually nothing wrong with the tub other than the fact that its unwrapped and on display.  We were not told that we were given this allegedly large discount because of the scratches/blemishes.  We were given the discounted price for the state fair event and we were told that we bought a brand new unwrapped at the fair as a show floor display. He even further told us that the tub would have the blemishes buffed out and the unit detailed and wrapped before delivery which did not occur.  Your company has not been transparent or proactive by any degree.  I have a voicemail from ***** asking for us to sign and release of funds for Greensky the day before the delivery and when we read the terms from greensky, we should not have funded until we have received the item physically. My spouse called ***** and told her we were not comfortable releasing funds and she basically told us that if we dont do it, we will not have our tub delivered.  Your predatory lending alone is questionable,and I will investigate it and take further actions if deemed necessary. I was given a delivery window of 9am-1pm on 8/17/2022. Came 12:48pm, I had to contact your company to find out where my delivery is. I was told that you were running a tad behind.  I had to reach out again at 4:08pm to find out where the delivery is as I have taken the entire day off for this.  My delivery didnt happen until 5:35pm.  The tub arrived not the way ***** had described and not only that, I have a jet missing, a filter missing and the crew that delivered the tub didnt even know anything was missing other than the filter.  The tub didnt have a cord to it for the 110V connection which was what we purchased and why we purchased it and they stated even if they had the cord, they had no means or experience in installing it the date of delivery. A non-functioning tub was left at my premise on 8/17. So if I have not made myself clear, we are not arguing about the scratches and blemishes on the contract as this point anymore as this seems to be your companies speaking point to all your rebuttals because its indicated on the sales contract and actively ignoring the other issues with the item purchased that was NOT indicated and was NOT disclosed and does NOT match was was agreed upon at the point of sale; The missing items by way or your alleged internal theft or external whatnot, your companies way treating a customer in this fashion as if you had no wrongdoing and will not take any ownership in rectifying the problem knowing that we are not okay with the product delivered and you come off with the mentality that the product is working now so its not a problem after stalling us this whole time is not acceptable behavior.  A salvaged vehicle can be pieced together and made to run, but that doesnt mean you can sell the vehicle and claim its new with original parts and insist on the customer to keep the item and not compensate them or replace the product after you have been made aware of the issue in which you were by your own technician on his second visit.
  
  2. Once we were contacted about the missing filter and jet, we were out the next day. Problem was solved. 
              **this statement is also INCORRECT.  Your technician came out on 8/18 to drop off a filter only.  He was completely unaware nor was he scheduled to fix the non-functioning tub when I told him about all the issues upon his arrival.  He was not scheduled by your office or was made aware of our tub not having 110v connection or any of the other issues so he was not able to do anything as he wasnt told he had to do so or had parts needed and instead, he was scheduled to deliver a cover in a non airconditioned truck in triple weather that day and so he left after the filter was dropped off.  I contacted him on 8/19 to let him know that its still missing a jet and another one wasnt flowing out correctly and also that waterfall was not working after he told me to fill it before he comes back next time.  The tub was also leaking water excessively at that point as well after filling it. The technician was not able to come back out until 8/23. Then he had to come back on 8/25 and then again on 8/26.  A total of 9 day span for me to take time off from work to accommodate the technician squeezing us into his schedule because we were not assigned by your office to resolve the problem.  I essentially had to arrange my own appointment with the technian directly and not once has you office done anything or reached out to us other than your technician keeping them abreast of the problems so you were in fact very well aware of the gravity of the situation yet chose to do nothing.
  
  3. Yes, your spa was missing the pack. Once we received word, we checked other spas and we had theft of 7 packs from the fair. This is unfortunate, but we have come to realize this is an ongoing issue in this country. People steal and made thousands selling your parts online. We replaced the pack with new parts and your spa is up and running wonderfully with a full warranty. This issue was solved. 
  **please explain to me why your misfortune is being funded by the customers and why we are getting the raw end of the deal?  Its unfortunate but its really not our problem.  Youre insured and bonded.  You can file a police report if the items were in fact stolen at the fair from you as youd claim.  I find it suspect with this claim as the connector piece that was taken from the inside of our tub was methodically plugged up with a wood s**** which didnt hold as water was coming out of it still when the technician identified it.  Why would anyone bother if it was a theft externally if unless they had something to hide.  Again, none of which is my concern.  I bought a new floor model with minor blemishes and what was delivered is a product thats been tampered with and parts removed.  Its as if you walk into a car dealership and you were sold a new car thats been on the showroom floor and you agreed to a price based on what you have been told and what you can reasonably see.  You buy the car and is ready to drive it off the lot. You get in and you realize that the transmission and ignition were stolen off the vehicle and isnt even drivable.  Then to have the dealer tell you that you have already purchased the product and cant return it but its under warranty so dont worry, we will take care of you. Well throw some aftermarket parts on in the next few weeks and your car will be running just fine but we dont have a rental car for you either and dont ask us for any additional accommodations or discounts because we gave you a discount for the floor model. And it may possibly leak down the road. I dont think anyone would agree to that statement and find any comfort in it.  Consumers have rights especially in ********** and its not acceptable that we have to be burdened for your companies mistakes.  To this day, your company has not actively done ANYTHING to make things right.   
  
  4. We ask for 72 hours to respond to issues as **** doesnt have authority to approve spa replacements. Im sorry you were not called back the same day. You were offered a new spa for the regular fair price. We receive discounts when purchasing blemished spas and pass those savings onto you, which is why you received such a good discount. To satisfy you, I will honor that same offer for the next 72 hours. We were happy to replace it, but I can not replace it with the extra discounts. 
  **this is not an acceptable offer.  Were we NOT offered a replacement at all.  As a matter of fact, ***** texted me in regards to how my delivery went on 8/18 and I told her EXACTLY what had happened and she didnt even respond on that until 8/22 stating i see that a technician will be taking care of you.  My spouse called and spoke to ***** and asked for her manager after the technician found that the parts were cut off from the inside and what the condition of the tub actually was on 8/23 and we wanted to rectify the situation then and there.  We were not offered any credit for the lost days of work from delivery to service appointments. We were not offered any price reduction for keeping the existing tub that we did not agree to had we known the condition internally in which it was delivered. he was told **** is the manager and shes working from home and that she will take a message and have her contact us by end of day.  on 8/23, ***** texted back before the end pf the day letting us know that shes following up and that **** is aware and will be contacting us soon.  I wrote back and asked what SOON was and I never got a response.  We have not received a call or voicemail from **** or anyone else in regards to that correspondence. If **** was not authorized for spa replacements and there is NOBODY in your office that has the authority or can come up with a resolution or answer since delivery on 8/17 and your owners were allegedly made aware but is out of town for weeks,who is actually responsible besides the consumer waiting for a response that never came?  We have been given the run around. We call the store and left a message for ***** and never got a response.We can only contact the information and contacts provided which was the original number for delivery, ***** and customer service all of which had no authority to made a decision that was contractually obligated to and ***** wouldnt even provide a number to contact her manager.  Our cries for help has always been censored and your company is actively ignoring us and then attempt to control the narrative. You expect the us to be okay with a product that was glued back together by your technician because viking parts are not available for 4-6 weeks and that you have done your part because the product is working  ?  furthermore, ***** gave a $1000 discount for it being a display, not because of the blemishes/scratches. We were even offered $500 off if we wanted to choose a new one should we want a different color.  So your good discount really wasnt that great and had we of known, we would have been better off with a new one for the difference.  But at this point, we dont even want to have to deal with your company and its questionable business practices.  I already have PTSD having to deal with trying to get this handled and put behind us.
  
  5. Hot tub deliveries sometimes takes hours. We do our best to give accurate time frames. Spas weight up to **** pounds and are often maneuvered through tight spaces, dropped into decks, etc. On this day you were reaching out to a cell phone instead of the showroom. The delivery coordinator was not available when you were calling. We should have reached out to you when we ran behind. We now give 10 hour windows and reach out when we are an hour away. 
  **again, this is not my problem, you should have been scheduling your days differently if this is in fact your specialty.  I dont get paid to do your job effectively. Time is money and when you waste a customers time in the manner, you just have complete disregard for them.  I dont really care how you do your deliveries now; what matters is what had occurred and what has affected me. You gave me a time window for arrival. I do not expect you to have the tub delivered and installed within that time window. What I do expect is that your arrival is within that window and that if you are not going to hit that window, that the customer should be contacted PRIOR to you not showing on the given window. And what makes it worst is I have to be the one contacting you numerous times to find out when your arrive time is.  Its professional courtesy that your company lacks and to conduct yourself in such manner for this long and for us to have to be the pioneers to point out your shortcomings to have to allegedly start changing your process is sad and quite frankly not believable nor does it concern me as I have already been victimized by your company.
  
  6. This was in no way a smooth delivery nor the experience we want a customer to receive. I do believe however that things happen. Theft, damage, delays, and defective parts happens. Its how a company responds. We were out the very next day and fixed the issue as fast as we could. 
  **again, this is far from the truth.  We have contacted ********************** and **** whom has really just avoided the problem at hand and passed the buck with the notion that we got your tub working so whats your problem mentality. ***** didnt delay funding like she said she would if there should be any issues in which we told her right away and she basically didnt do anything and referred us to ****. It was a span of 9 days before the tub actually operated. If the technician ordered the connectors from viking which would have been the proper thing to do as we paid for a new unused tub and all that came with it instead of gluing things together to make due, it would have been another 4-6 weeks. Funding was never delayed for the record. The contacts have always been initiated by us and at no point have we ever spoken to Jenn or the Owners of your company.  At no point was any resolution or offers made to rectify the situation nor were we ever given options.   
    
  7. Please let me know if you would like to move forward with the replacement. I have a load of spas that shipped Monday and would be happy to swap the spa when it arrives. If you wish to keep the current tub, then I do need the final payment per the contract. I will include a new 3 month set of chemicals at no extra charge for your inconvenience. 
  **we are not interested in your offer if you can even call it that.  Considering the horrific experience we had from this purchase, from the misleading sales tactics with *****, to the awful delivery experience all the way up to the fact that the delivered product was not in the condition in which we agreed upon, now you want me to do buy another tub from you?? are you serious? I do NOT want to keep the current tub as it has been cannibalized and my spouse if so put off by this whole purchasing experience that we have not used it at all. And to look at it everyday as a reminder of how we were lied to and tricked into purchasing a product that will have potentially ongoing issues down the road because of the patchwork that was done.  This is nothing short of being sold a car that is claimed to have a clean title when in fact has been in a wreck.
  
  8. I was never aware of any request to return the spa. You have had it for 5 months. Im happy to satisfy the request for a new spa, but can not return the spa as its heavily used at this point. 
  **you were very well aware that we either wanted this replaced or the transaction reversed and the item to be picked up from our premise.  The excuse had always been the owner isnt in town and nobody can make a decision on this until they are back yet we have never been contacted by the owners.  Jenn and your office chose to not response to our request and waited for it to hopefully go away.
  Had your company been more proactive and transparent when things started going wrong, we would have just let it go with ***** essentially lying to us about the whole experience.  If we were physically called and contacted once you knew of the issues after the technician opened the tub on 8/23 and found what he did and said we will replace the tub, we would have been okay with still doing business with you.  Had your company of called and said that you are sorry for the inconvenience and the experience you received but now that we have patched up your tub and is working, we understand that it was not what you had originally agreed to purchase given the missing parts and the days of loss work from the not so great delivery to service appt experience, we will credit you some money in good faith, we would have perhaps considered keeping the tub.  At no point were there any concessions made.  I have had it for 5 months because I have not been getting any response or answers when we have made our wishes ******* clear with your company and instead, you chose not to respond with the last time my spouse had left a message in regards to what we wanted to do. The last correspondence I had was with **** again via text on 12/1 when she decided to not know what was going on and asked if we wanted to schedule a service appointment because ******** had reached out to them.  I reminded her of the entire situation which she already knew Im sure and I once again reiterated what our wishes were and she chose not to respond.  This has been going on for 5 months because of your offices ineptitude to follow through with responding and the lack of problem solving. The only way we are getting any response is when we are taking financial actions towards you.  I have explained and written statements to **** to dispute the charge for the deposit and my claims were founded which was why they reversed it.  had you of left it alone, we would not be here today.  What you are offering is not a fair nor reasonable resolution given the circumstances that you have created with your business practices.  You are telling us its been too long a time but your company were the ones in the wrong and chose not to answer to our requests and now you want to claim you were never aware of us wanting to return the defective item when in fact you were ignoring us.   I find it comical that you cannot return the spa because we have had it for 5 months time and claimed to be heavily used while you have ignored us to create this span of time; yet you are willing to take the tub back and have us pay you more money for a new one.  Thats not a good faith effort in taking ownership and making things right.  Thats just you sidestepping the issue and think you are getting away with it and you are not.  What you are proposing is not fair or reasonable in the circumstances that you have created for yourself.  As a consumer,  I should not have to be treated this way.  It is wrong and you have not taken any corrective actions thus far to make it right by way of a reasonable and acceptable solution.

  
  

  Business response

  02/14/2023

  You have a perfectly good, working spa. There are no issues. You got the exact spa you purchased. You have a full warranty. If you wanted a return, why did we fix it? Why would you have allowed us on the property? Why didnt you return it? None of this makes any sense. I bought a new work truck in November. It broke down and the dealer needed 6 weeks to get the part and repair it. This was a brand new, not a used or demo truck. Things happen. We take care of all issues. Thats what good dealers do. Yes, you can have a brand new wrapped spa for the fair sales price. That was my offer. You dont want the floor model and you dont want the new spa at the fair sales price and you have not returned the current unit. I need something to resolve this other than a return and full refund as thats not an option at this point. So do you want to keep it at the contract price or do you want a brand new one or do you want a return minus the restocking fee per the contract? 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I will paste me email conversation with business, sums it up best:To: *****************, Sacramento *************** Manager/Owner I will be contacting Better business Bureau, the agency renting you the event location, and send them a contract that says nothing about a delivery cancelation fee unless this is completely refunded. The contract says I would be called to set up a "DAY" and time... nowhere does it say being delivered on Monday the 17th or a $750 fee. Read the contract.*********************** ************ On Oct 17, 2022, at 12:11 PM, ******************* <*********************> wrote:?Dont ever return to any of my events or stores. You were on the schedule for delivery today. The spas been loaded. Ive paid the delivery company to take the spa. This is not new information. I should have been able to sell this to someone else. Your contract states a redelivery fee if you cancel delivery. We will credit all but the delivery fee. ****** please refund the customer less $750. On Mon, Oct 17, 2022 at 11:30 AM ***** and *********************** <*******************> wrote:My name is ****************************I purchased a floor model spa this weekend at your spa show. After assessment of the location my spa is a that needs removal originally a Crane was used during construction do to steep back of house under deck. Now with landscaping there is no crane access. Please cancel my order and return money back to my visa.When I get a contractor to design and build a different location I will return next summer to your spa event.*************************** ************

  Business response

  10/19/2022

  The customer received a full refund, even thought they bought the spa, scheduled delivery, confirmed delivery, then canceled when we were 15 minutes away from her house in ************. I have no idea why there is a complaint. She should have to pay the delivery fee as per the contract same day delivery cancelations carry a fee as 3 employees, fuel, etc is not free, but I waived it for her. The business should be the one complaining and filing a complaint against the customer. 

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased hot tub in March 2022 in three weeks one of the water pumps went out since then they have replaced the water pump four times the last time being two weeks ago the hot tub still does not work and they keep giving me excuses I would like them to take this hot tub back and refund my money

  Business response

  10/21/2022

  Post delivery, we were called out for warranty work. The customer was not happy with the issues with the spa, and demanded a new spa. We reached out to the manufacturer on the customers behalf. The manufacture declined, but ended up flying out to repair the spa themselves. When they were in the backyard they needed more parts to fix the spa, and told the customer they would ship the parts to us. The parts are set to arrive in a few days. The customer again asked Coast for a new spa. Coast declined and said it was a fixable situation. We will be out to repair the spa per the Coast warranty as soon as we receive the parts. As a small hot tub dealer, we can only go by what the manufacturer approves. The manufacturer has approved the repair which we intend on doing. 

  
  

  Customer response

  10/21/2022

  I am rejecting this response because: After putting four pumps in The new spa and after the fourth pump still the Jets do not work right if they say this is a fixable problem then I am willing to have them fix the get a new pump fix the problem put the new paneling on the sides of the spa that have warped and put a new inspection door that the manufacturer has sitting at their plant in ****** I would like to be there when the service man gets there and fixes it because only after the third pump went in the service personnel told me I had a problem within the spa and that I needed a new spa I was going off of his recommendation I am willing to keep the spa as long as they can fix it correctly and fix all the jets correctly
  

  Business response

  10/26/2022

  We will be getting you on the schedule to fix it soon 

  Customer response

  10/26/2022

  I am rejecting this response because: that response is too vague I believe Ive been without a hot tub for six months I believe a 30 day time period to get the pumps working correctly to get the panels replaced making sure the waterfall and fountains work correctly like Im saying I believe 30 days is ample enough time to do it If they cant have it done within 30 days I would like to have a full refund and the spa picked up
  

  Business response

  12/12/2022

  We are scheduled to do a service call this week. The customer had a pump replaced and it worked great. The customer drained his spa and had an issue starting up. The manufacturer and my company tried to walk the customer through clearing an air lock. The customer refused. We are going to take a look at it. 

  Customer response

  12/16/2022

  I am rejecting this response because:

  Good morning **** this is ********************* I just to let you know that I have not received a phone call from the hot tub company on when they're going to come out they said they would be out this week and this is Friday morning at 10 o'clock if you could get back to me I appreciate it thank you

  
  

  Business response

  12/16/2022

  At no point did I ever say we would be there at 10 am. Im not sure why you keep messaging bbb. They are an intermediary. They dont give time frames. They help communication when there is none but you spoke to **** multiple times this week. We will be out today as promised. 

• Initial Complaint

  10/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased new unit on 9/5/21, $1,000 deposit. Delivery on on 09/07/2021, no Delivery on agreed date. Delivered worn display model 9/8/21 and not working when plugged into v220 as promised, handed cashier check as required. Appox. 9/14/21 asked for new unit in contract. Told they would setup, tested and deliver new unit working on 9/24/21, then called back and with week later delivery date of 10/1/21 between 10am-2pm. Company called at 9am 10/1/21 said new unit didn't work. Asked for refund in cashier check same required on delivery of new unit per contract, didn't new unit. Told can not supply cashier check until 10/8/21.

  Business response

  11/18/2021

  Customer was refunded and product was picked up. 

*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. ↩