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Business Profile

Wholesale Plumbing Supplies

Hydro Massage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Plumbing Supplies.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 purchased a tub from this company when we built our home. After it arrived and was installed, we discovered a flaw in the casting which requires an excessive amount of cocking to fill the gap between the tub and the tile at the head of the tub. When raising this to the company, I was initially told the tubs were casted, and a defect like this was impossible. However, after the inspection was concluded they found that I was correct and agreed to replace the tub (received in writing via email). At this point, construction on the home was completed, causing removal of the tub impossible through the bathroom doorway because it was too small. The only way to remove the tub would be to go through a fixed window in the bathroom that would have to completely removed. On the other side of the fix window was pool equipment that was not movable at the time. We were finally able to adjust the equipment outside the window which would allow the removal of the tub through the window. Contacting the company once again to proceed with the replacement has proven to be an ongoing battle and are now not willing to live up to their agreement. To make matters worse, while using the tub the pressure of the water burst one of the plastic tubing causing the water to exit the tub and flood the bathroom and the master bedroom causing damage to hardwood floors. Raising this new issue with the company has resulted with no resolution once again. The tub now sits unusable until the company lives up to their agreement and replaces the tub.

    Business Response

    Date: 04/22/2024

    In 2013, when this issue originally arose, we had asked ************** for the measurement(s) of his tub deck so we could be certain that the new mold for this Fantasy 7242 tub would fit into his existing deck.  We didn't hear back from him for almost 10 years!!  In 2022, when he was again asking for resolution to the problem, I forwarded this issue to our Owner.  I never realized that there was no response, nor did I follow up (sadly) and we're now back to a request for a resolution.  We have agreed to replace ****************** bathtub, at our expense, requesting that he remove his complaint once the replacement tub is completed and shipped.

    Customer Answer

    Date: 04/29/2024

    Hello, 

    Thank you for your help on this issue.  While I do not agree with the details in the response from then company... they have reached out and finally agreed to move forward.

    This matter will not be closed until complete resolved.  I am traveling internationally at the moment and committed to get the company the information they need once I return.

    With Gratitude,

    ***

Hydro Massage is NOT a BBB Accredited Business.

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