![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforThe Hot Tub Store
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 17th 2023 I put down a $7000 deposit on a hot tub. Per the stores paperwork I only needed to put a $500 deposit to get the features and discounts they were offering that day. This information was not disclosed to me. I found it in the paperwork about ten days later when I called to cancel our order and get a refund. Since March 28th I have been given the run around. I have been talking via text with *********** but there has not been a resolution. The closest I got was on March 31st I received the following text, I will reach out shortly. Based on the personal family issue I think I came up with a good solution Name Withheld - Hot Tub Store (Hot Tubs, Swim Spas and Saunas). There was no reaching out. As we approach another week I have still not heard if my deposit will be refunded.Business response
04/25/2023
Dear BBB,Thank you for bringing this matter, Complaint ID ********, to our attention. We understand the frustration that the customer may be experiencing with regards to the non-refundable deposit for their recent hot tub purchase. However, as stated in our policies, non-refundable deposits are put in place to protect the business from losses incurred when a customer cancels their order.Unfortunately, in this particular case, the customer has already filed a chargeback with their credit card company, and the funds have been taken from our account. At this point, we are unable to process any refund as the funds are in limbo while the credit card companies review the documents.We encourage the customer to work with their credit card company to expedite the resolution of the chargeback. Once the chargeback is resolved, and if the funds are returned to us, we will be able to determine if a partial refund can be processed.Thank you for your understanding.Sincerely,*************************General ManagerTheCustomer response
04/25/2023
I am rejecting this response because: As the Hot Tub Store has stated, I placed a deposit for a hot tub. According to this paperwork. Section 1 - Pre-delivery Terms, F. A minimum refundable deposit of $500 to reserve a promotional price for a specific spa package is permitted with the following stipulations. 1. The deposit is only good for the actual spa package specified in the Sales Order. Change orders can be made at a later date, but promotions may no longer be applied to a changed package. 2. A $500 deposit is fully refundable for a maximum of 30 days. If I wish to cancel, it is my responsibility to request a refund before the end of 30 days or forfeit my deposit. I placed the deposit on March 17th and requested to cancel on March 27th. That is well within the 30 days.Business response
04/28/2023
Dear BBB,
We are sorry to hear that the customer was not satisfied with our previous response to their request for a refund of the non-refundable deposit on their hot tub purchase.
Unfortunately, we must reiterate that we are unable to process a refund at this time due to the fact that they have already filed a chargeback with their credit card company. As we previously explained, the funds have been taken from our account and are currently under review by the credit card companies. As a result, we no longer have their money to refund.
We encourage the customer to work with their credit card company to expedite the resolution of the chargeback. Once the chargeback is resolved, and if the funds are returned to us, we will be able to determine if a partial refund can be processed for their special situation. Please understand that the chargeback process is outside of our control.
We hope that they can resolve the chargeback as soon as possible.
If you have any further questions or concerns, please do not hesitate to contact us.
Sincerely,
*************************
General Manager
The Hot Tub Store
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.