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:11/14/2024

  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.

  ThermoSpas has not come through on promises made. August 2024 we submitted payment of $894.36 for a replacement cover for our spa and have yet to receive it. Cover- $590 Flat shipping fee- $225 Tax- $79.36 Total- $894.36 We have contacted the company on 7 occasions through emails and phone calls. They do not return phone calls. The email back says "no reply" email. It says that someone will get back with us within 48 hours, but no one replies. Since it has been so long that we have had to wait for the cover, the original cover has absorbed rain water due to the storm holes the original one received. It is very heavy and weighs 100lbs. We have been unable to access the spa at all. We have asked for a technician to help with installation once we finally receive the cover, but they are refusing help and we still do not have the cover. They did say they would offer chemicals, but my husband has muscular dystrophy and can't lift so we don't need chemicals. We need installation help. This company does not deserve an A rating when it does not respond to customers or offer solutions when they make mistakes with ordering and shipping.

  Business Response

  Date: 01/17/2025

  The customer’s cover was delivered on 11/19/2024 at 8:00 AM by the freight carrier, *****. Due to the delay in delivery, we sent the customer $239.97 worth of chemicals and filters. The customer had emailed on November 12, 2024, and we responded the same day, informing her that we would place an order for chemicals and filters as compensation for the shipping delay. The customer then requested free installation of her cover. On November 14th, we sent another email apologizing for the delay and explained that, due to the expiration of the labor warranty, we could only offer chemicals and filters. The labor warranty is  included as an attachment. Since then, we have not received any further emails or phone calls from the custome

• Initial Complaint

  Date:09/26/2024

  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.

  This Spa was ordered in March and delivered in June. It was delivered and then filled. When we filled it to turn it on, we learned that half the jets did not work, that the wiring was off and that the wave lounge (luxury feature) did not work. We have called more than a half dozen times. We emailed customer service. We got an out of office. We emailed the back up. That email got returned undeliverable. We emailed our account rep - no response. We called again and again, and emailed again and again. We were given not even the courtesy of a reply acknowledging receipt. Going on more than 90 days without response. Paid $21k for a spa that DOES NOT WORK. The funny thing is that we are more upset about the lack of a response than we are about the product not working correctly. The only thing we seem to be able to trust is that the bill comes every month without any issues. We would like a resolution before we file a claim / judgement.

  Business Response

  Date: 01/09/2025

  I checked with the ThermoSpas Service team and a technician went out on 11/14/2024 to replace a blower and corners on the spa.  Everything was completed and in working condition when he left. The customer hasn't called in or e-mailed since that work was completed. 

   

• Initial Complaint

  Date:09/25/2024

  Type:Product 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.

  Bought a hot tub a few months ago , during delivery tub got damaged at the base. Customer Service , Mr Tom G****** told me it would be fixed within a couple of weeks. Never got back to me , I called him numerous times. I finally texted the company support team, they are offering me 1000$ credit towards the total which is unacceptable, telling me the damage cannot be fixed

  Business Response

  Date: 01/03/2025

  Damaged base of new unit at some point during transportation. 

   

  Technician made base repair on 11/6/24

   

  Job completed 

• Initial Complaint

  Date:09/20/2024

  Type:Product 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.

  I first reached out to Thermospa on mid July 2024 regarding one of the pumps that was not properly working. Someone from Thermospa reached out asking a few questions and I answered them. I've reached out multiple times and I keep getting ignored. Seems like they are purposefully ignoring me. I need for someone to either come out and fix my issue that is still under warranty or give me a refund.

  Customer Answer

  Date: 09/20/2024

  Not sure what is being asked of me here??

  Business Response

  Date: 12/06/2024

  Complaint is that pump #2 takes 5-10 seconds to engage. Unit works just did not start fast enough I assume. 

  A work order was created on 9/6/24 @239pm to go and inspect and or replace the pump if necessary. I see emails going back and forth in July to review this issue. Apparently, it slipped thru the cracks our apologies. By the time our tech got scheduled Unfortunately, the home was lost in storm Helene and the hot tub is gone as well.

   

  Customer Answer

  Date: 12/06/2024

  
  Complaint: ********
  
  I am rejecting this response because regardless of our current situation stemming from the natural disaster the company did not try to make it right. Not evening admitting that they intentionally ignored my issue for month or even apologizing. Even after the disaster that destroyed our entire home and belongings. No one from Thermospas cared about our situation before or after the disaster. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/27/2024

  Type:Product 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.

  I am a disabled veteran and am limited both physically and financially but my wife talked me into buying a hot tub from ThermoSpas to help with easing some of the pain. We purchased our hot tub on 9/2/22 and was very happy with it until this past few months. The person selling us the hot tub told us it was warranted fully for the first 5 years because it was their gold model unit. It’s not under a full warranty and when I try to talk to Thermospas a lady by the name of Jessica H**** just hangs up on me. I ask that they come fix it or come pick it up. I did not curse or yell but she disconnects me I guess through caller ID. I just want my hot tub fixed. I’m will be paying on it for the meet 6 years and it’s only right that they stand behind their warranty and their word. I just thought that if you take care of it things like knobs and controls it would be great to have being built here in the USA. There’s nothing I can do about Rude workers that hang up the phone but a company should honor their warranty. I’m really upset that someone would take advantage of a disabled veteran just to make a buck. Please have them fix this for me or come pick it up so I can stop paying for something that does not work. Thank you

  Business Response

  Date: 12/05/2024

  Thank you for reaching out and sharing your concerns about your ThermoSpas hot tub. We truly appreciate your service to our country and are sorry to hear about the difficulties you’ve been experiencing with your unit. Ensuring that our customers enjoy their hot tubs to the fullest is extremely important to us.

  Upon reviewing your account, we see that your ThermoSpas hot tub is currently in its third year of ownership. While we strive to provide comprehensive warranty coverage, your service warranty has unfortunately expired. This means that while we are happy to assist with repairs, the costs for parts and service would now fall outside of warranty coverage.

  We understand this may not be the outcome you were hoping for, and we sincerely regret any confusion or frustration caused during your previous interactions with our team. If you’d like to move forward with scheduling a service visit, we would be glad to provide you with an estimate and work with you to resolve the issues with your hot tub as quickly as possible.

  Please don’t hesitate to reach out to our customer service team directly at ###-###-#### or **********************, and we will be happy to assist you further.

  Best regards,

  Customer Service Team

  ThermoSpas Hot Tubs

   

   

  Business Response

  Date: 12/06/2024

   

  Complaint is warranty related as far as length and type of warranty.  The warranty is on our website and has not changed for 15 yrs (************** )  I assume the customer did not read or understand the warranty. Delivery date 9/2/2022

   

  1. Labor is covered for the first  year 
  2. Electronics - circuit boards and keypads are 100% for 3 yrs 
  3. All other materials are prorated 2-3 yrs 75% 4-6 yrs 50% 6-10 yrs 25% off list price.

• Initial Complaint

  Date:06/10/2024

  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.

  I purchased a ThrmoSpas, Model ****, Swim Spa that was deliverd to my home on februar 3, 2021. In May of 2024, the heater stopped working. I called the Thermo Spas certified technician to assess the problem. A representative technician of "Hot Tub Services," the Thermo Sapas certfied technicain company, came to my home at a cost of $150, which I paid. After assessing the problem, the technican told me that I would need to call Thermo spas in order to have the waranted part deliverd to my home, after whjich they would come out and install it - at another charge of $150 for the aservice call. Over the last two weeks, I have called Thermo saps at the number provided on my documentation (###-###-####) eight (8) times only to be forwarded to an answering service. I left messages each time and politely requested a return phone call. I have not received a call back. I also called the Thermo Spas Sales Office twice and spoke consecutively to Nora and Monique. In both instances I was told that they would email the parts and warranty office and indicated that I would receive a call back. It is now over a week later, and I still have had no call. Finally, I emailed Thermo Spas through th "Contact" link provided on their website and described my problem and actions in detail. To date, I have had no response.

  Business Response

  Date: 06/14/2024

  We sincerely apologize for the delay in assisting you. We let our service department know you were in need of ordering a part, and our in-house technician, Sean, attempted to call and text you on 6/11. Sean spoke with the field technician from Hot Tub Services and ordered the necessary part for repair, this part will be arriving to you on 6/18. If you should have any further questions, please feel free to contact Sean directly, call ###-###-#### for service, or email **********************

  
  Sincerely,
  ThermoSpas Customer Experience Team

• Initial Complaint

  Date:06/07/2024

  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 new spa from Thermospa and cannot get them to honor my one year warranty. They don’t answer emails and I can’t call to speak to anyone. My salesperson doesn’t help either. Customer service is needed

  Customer Answer

  Date: 06/07/2024

  I received a call yesterday from Mike at Thermospa. He had a lot of excuses why they don’t respond and he agreed that the emails I have been sent are from a no-reply mailbox and told me they are short staffed. I told him I am under warranty and can’t get anyone to respond when I have a problem with my hot tub. Mailing me parts and expecting me to install them is not acceptable. That is where we’re at now. They sent me 10 jets and told me to fix it myself it’s easy. 

  Business Response

  Date: 06/13/2024

  Hi ******,
  
  We apologize for any miscommunication as it seems our in-house technician was attempting to reach you by phone, but did not connect. Our records show that Lindsey in our Service Department was able to speak with you on 6/11 and set up field visit for 6/28 for a jet installation. If you should have any questions in the meantime, feel free to contact Lindsey directly, call ###-###-#### or email [email protected] .
  
  -ThermoSpas Customer Experience Team

  Customer Answer

  Date: 06/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The business does not respond for call for warranty service. Once this complaint was received I began getting frantic emails from Lindsay saying she just called me and left a voicemail. I never received a call from her. I will not receive service for the broken jet until the end of July. 

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/29/2024

  Type:Billing 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.

  My husband and I ordered a ThermoSpa on 7/21/23 and gave the salesman a check for $1,000.00. My husband needed the Spa for his bad knee, our doctor suggested we buy one for our backyard. My husband is 81 years old and I am 83 years old. We were excited to have it been ordered, and we applied to the HOA for permission, and received an OK. We then had sidewalks (Pavers) installed on both sides of our house leading down to the back yard. We spent another $24,000 plus having this work done. The salesman told us that it would be no problem for the delivery, he would hire 4 guys to just carry it from the front of our house down to the rear yard. On the 14th of August, we were informed that it was ready to ship to us! The deliveryman scheduled four different times to deliver the Spa! Finally, he told us, he was having trouble finding me to help deliver it, and that he would then have to order a Crane to deliver it, that kept getting re-scheduled and after four attempts to get it to us, he was to deliver it the next day... he told us the ***** ******* required us to sign a waiver if there was any damage done to our driveway, that they would not be held liable and to top it off he said it had to be paid by us. We were never told about it even being a difficult delivery, and we are on Social Security, and we were not gone to have a Crane carry the Spa over out 2 story roof to the back yeard. Finally the deliveryman called and said Thermo Spa had cancelled the delivery! This was in November 2023, and we had our grandkids coming down from Idaho, and they were coming to enjoy the Jacuzzi! I contacted ThermoSpa in *** and they had their West Coast representative call us and email us, she was Jessica Simmons, I have her email address. They had put my loan with ***** ***** ******* *********, and they would not cancel my $17,500.00 debt till only recently! Today I get a message from ThermoSpas that the SPA that it was READY to be delivered!! I want my $1,000 Deposit back ASAP!

  Customer Answer

  Date: 02/29/2024

  This is the email received just today 2/29/24 from Thermospas ? They finally cancelled my pending loan just a few weeks ago, and now it looks like they want to send the spa?? After the deal was cancelled by them. I actually have the email from the delivery man when they told him to not deliver the spa as it had been cancelled???

  Business Response

  Date: 03/13/2024

  Our records show that upon further review by the local delivery team, that a lift machine was needed in order to safely deliver your hot tub (this was at no additional cost to the consumer). Your delivery was scheduled for 11/7 but we were informed by the installer on 11/6 that you refused to move forward with the delivery because you did not want to sign the crane waiver for the crane needed for delivery. The delivery had to be cancelled at that time since the local delivery crew was not equipped to attempt a manual delivery on such short notice. The delivery was rescheduled for 11/14 but unfortunately the crane crew had to cancel due to illness, upon sharing that news with you, it was again relayed to our delivery team that you would not be willing to sign the crane waiver, which, was necessary in order to complete the delivery. At this time ThermoSpas discussed further with a different local delivery team on options to perform a manual delivery and if it was possible, the team agreed to attempt to make this delivery manually and wanted to reschedule for 11/16  however, you had also relayed at this time that you wished to cancel your order. Our regional sales director Jessica offered you compensation following delivery for the dissatisfaction over these events but your ultimate decision was to cancel your order, therefore we cancelled the scheduled delivery for 11/16. Per your contract, you may cancel your order within three business days of your order date without penalty, since you cancelled your order beyond those three days, your deposit was subject to a cancellation fee and was retained.  
  
  We sincerely apologize for the inconvenience. At this time we do not have any records of someone recently contacting you from ThermoSpas indicating your order is “ready”, we will review further to make sure no errors were made, as we understood you wished to cancel your order as of 11/16/23 and processed it as such. As for your Wells Fargo financing, we apologize for any miscommunication as you should have been directed to contact the customer care line to cancel your financing after cancelling your order.
  
  The attachment provided on this complaint is a PDF of the order, if you could please supply the email from 2/29/24 that you stated you received so that we could further look into this miscommunication.
  
  Sincerely,

  ThermoSpas Customer Experience Team

• Initial Complaint

  Date:11/08/2023

  Type:Product 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.

  I made a payment of $6000 towards the full purchase of the thermospa however, due to my *** **** rules cannot have bodies of water above ground. Given that this swim spa (thermospa) would be above ground alerted at purchase, subsequently there after and all the months following from June 2022 to November 2023 I requested approval from *** but was denied. I need my money refunded but continue to get the run around from the staff every time I call. I called today November 8, 2023, and spoke to Kelly who said there are lots of notes about the refund but no notes pertaining to the check being cut to me. Ultimately this is beyond rediculous that a customer pays money in good faith but cannot have the unit due to *** ****'s and still can't get my money back. This behavior on behalf of the business is unacceptable. Please assist me in getting a full refund of $6000/

  Business Response

  Date: 11/10/2023

  Ms. *******
  
  We sincerely apologize for the delay in contact and miscommunication. Our records show that one of our representatives was able to speak with you on 11/08 and obtained the denial letter from your *** in relation to your hot tub purchase. As reviewed with you by our team, a check in the amount of your full deposit will be mailed directly to you. If you should have any additional questions, please feel free to contact us at ###-###-####.
  
  Sincerely,
  ThermoSpas Customer Delight Team

• Initial Complaint

  Date:10/10/2023

  Type:Product 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.

  I purchased the hot tub just over 3 years ago, we have had some minor issues up to this point which have been corrected. 3 weeks ago, I noticed the tub was losing water. I opened up the cabinet to see that a pvc fitting installed by the manufacture has failed and was spewing water out. The larger issue is the cabinet that holds the hot tub is ruined and looks like the cheapest most shotty work I have ever seen in construction. Up to this point I had no reason to inspect the tub like this. It is wood construction and the wood is completly rotted out, the cabinet is full of mold. I reached out to the company and they told me they opened a ticket and that someone would come look at it withing 72 hours. That was 7 days ago. I think I have waited long enough. Also, I use the tub as prescribed by my physician everyday to treat my neuropathy. I want the company to respond and replace the hot tub. This was a major purchase for me, and I expected this tub to last longer than 3 years.

  Business Response

  Date: 10/19/2023

  Hello ****,
  
  We’re sorry to hear that you’ve been experiencing some issues with your spa and for the delay in communication. Our records show that the field technician was able to connect with you and scheduled a service visit for 10/25. If you should have any additional questions in the meantime, please feel free to contact our service department directly at ###-###-#### or email [email protected].

  Best Regards,

  ThermoSpas Customer Delight Team