ComplaintsforThermoSpas Hot Tub Products, Inc.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  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

  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 response

  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

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought a hot tub from the company because they have a good warranty on the parts. I am a disabled veteran and cancer patient, so I brought the hot tub to help me manage daily pain. The hot tub was purchased 2022 of February. I performed weekly maintenance per the user manual. At some point something got into the piping system. I called the company, the technician walked me through to ensure I was doing everything properly to fix the issue. The company has two businesses that they recommend to inspect and help with maintenance for the hot tub. Both businesses are unavailable. Found a licensed business to remedy the problem and they told me they tried to flush the system, which I’ve been doing since I noticed the problem and said I need new piping. Thermospa manager Mike, part of the maintenance department said they will not replace my piping or send me a new hot tub. I stated the part is under warranty and a professional could not remedy the problem. I’ve called several times and they continue to say that a manager will call me back no one will call me back or will get on the phone to help me move it up the chain of command. Now my hot tub is sitting not used.

  

  Business response

  05/13/2024

  We sincerely apologize for any delay in assisting you. Our records show that an in-house technician attempted to contact you on 4/1 but was unable to connect with you. We have followed up with our Service Department and requested an in-house technician reach out to you to further address the issue you may be having. If you should have any questions in the meantime, please email our service department directly at ********************** or call ###-###-####.
  
  Kind Regards,
  ThermoSpas Customer Experience Team

  Customer response

  05/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: they can not hire someone to service for thermospa located in *********** *** They have not offered to fix the parts that are under warranty or provide a new spa.

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

  

  Business response

  05/30/2024

  *** *********
  
  Our records show that our Director of Service was able to connect with you and review the status of your hot tub, on 5/14. During that call he advised that you fill your hot tub and run it as usual in order for him to best understand what you may be encountering and provide further assistance. Once you are able to fill your hot tub and test the functions, please contact our Service Department directly at ###-###-#### or email ********************** and we will help get your hot tub back on track.
  
  Sincerely,
  ThermoSpas Customer Experience Team

  Customer response

  05/31/2024

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

  the consumer resource manager, Mike told me to fill the spa so that he can schedule someone to look at it. “ If we decide to send a technician out to your home for a maintenance type cleaning thing which is non-warranty. At no charge. I want the hot tub full of water and running up to temperature. Are you capable of doing that?

  I asked him when can someone look at it he hasn’t responded to my message. My spouse filled it up, So the spa has water in there but he hasn’t responded or scheduled anyone to come and assess the problem. He has not followed up. 
  
  Sincerely,
  
  ****** ********

  

  Business response

  06/12/2024

  We sincerely apologize for the delay in assisting you. Our records show that our in-house technician Sean has left you a voicemail, if you could please reach out to him at your earliest convenience so we can further address the issue you are encountering. 

  Sincerely,

  ThermoSpas Customer Experience Team

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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 response

  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

  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

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  FIRST EMAIL 02/28/2023 I’m becoming extremely concerned that a previous repair done by the first company that was sent out to repair my hottub actually permanently damaged it instead. I don’t know what they used. My first issue is that we have been unable to get any of it to come off the seat of the hottub. Second issue they glued the silver cap in, which it’s not supposed to be permanently affixed to the hot tub. Third issue is that since this cap was glued in the adhesive go in my lines and small rubbery chunks of it blow out of my jets randomly. So it’s clearly it’s in my lines.Fourth issuse is after the repair was done for months, that cap was not able to be removed at all. Until last month when I’m assuming the pressure from the hot tub finally blew it out but now you can’t even make it stay in because the threads in the actual hole are filled with that adhesive so therefore, there are no threads! I’m beyond upset! We paid almost $20,000 for this spa and I refuse to just have to live with their mistake! I need a supervisor to call me immediately! REPLY 02/28/2023 Thank you for contacting Thermospas Support. One of our agents will be in touch shortly. Your Case Number is ********. If you have any additional questions or comments, please reply to this email and they will be attached to your Case SECOND EMAIL 10/09/2023 So no one has ever contacted me in regards to my case#******** by phone or email!! I originally email y’all in February of this year after speaking to a representative on the phone who instructed me to send the email, so there was a paper trail. I would greatly appreciate it if anyone would contact me tomorrow in regards to the damage that was done to my hot tub by one of y’alls service people. I am so disappointed that this is the type of customer service that your company has.

  

  Business response

  10/19/2023

  Hello *******,
  
  We sincerely apologize for the drop in communication. We have escalated this issue to our management team to best understand why this may have happened. Additionally, our records show that one of our in-house technicians was able to follow up with you and assigned your case to a different field technician. The local field technician will be contacting you soon to schedule your service visit. We appreciate you taking the time to provide this feedback, if you should have any questions, please feel free to email our service team directly or call ###-###-####.
  
  Best Regards,
  ThermoSpas Customer Delight Team 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed an agreement with ThermoSpa to purchase a "dent" model hot tub on September 7, 2023. The financing was through ***** ***** in the amount of $9,000. Total purchase price was $13,000. The agreement paperwork was for an installment loan with a rate of 6.99% (approximate). Soon after I received a credit card in the mail with a limit of $15,000, well above our financing and with a rate of 28.99%. There was nothing about the installment loan. In the meantime, we found a better suited tub (no wood on the frame) and I called the salesperson to cancel our purchase based both on the "scam" financing and better-quality tub on September 16, 2023. I was informed that since it was beyond the 3-day cancel, the manager would be involved. He called me on September 18, 2023, and told me there would be a re-stocking charge even though the tub had not yet been delivered. In speaking with the salesperson at the other store, he informed me that ************ law requires that a legal transaction does not take place until delivery has been made.

  

  Business response

  10/13/2023

  We appreciate you taking the time to share your experience with us. It’s unclear to us at this time as to why the information you received from ***** ***** did not match your contract and authorization forms, since both reflected a lower limit as well as a lower rate, as you've indicated here. Fortunately, we do have the ability to correct those types of errors with ***** ***** if they occur. We sincerely apologize for this inconvenience.
  
  Regarding your deposit; we do have a three-day cancellation policy as indicated on your contract. After three days from the point of sale, your deposit is forfeited if you decide to cancel. Retaining deposits not only covers restocking fees but other fees that we incur throughout the order process. Our records show that despite our three-day cancellation policy, we were able to provide you with a partial refund of your deposit.
  
  If you should have any further questions, please feel free to contact us at ###-###-####.
  
  Sincerely,
  
  ThermoSpas Customer Delight Team.

  Customer response

  10/16/2023

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

  I never received a copy of the contract that I signed and initialed which should have come from the Thermo-Spa salesperson and not from ***** *****.  I am still interested in what the State of ************** regulation is regarding cancellation of a sales agreement.
  
  Sincerely,
  
  ***** *******

  

  Business response

  10/30/2023

  Hello Ms. *******,
  
  We apologize for any miscommunication, as your contract was emailed to the email address you had provided at the time of your home visit ********************). For your records, this email was delivered on 09/07/2023, we recommend checking your spam folder as occasionally emails can end up there. Additionally, we have provided a copy of your contract here for reference.
  
  Sincerely,
  ThermoSpas Customer Delight Team

  Customer response

  10/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The attachment shows my initial deposit for the purchase of the hot tub.  It does not show the agreed upon interest rate and monthly payment.  I never agreed to 20.99% interest.  Thermo Spa needs to get with ***** ***** and get their agreements in alignment.
  
  Sincerely,
  
  ***** *******

  

  Business response

  11/10/2023

  Ms. *******,
  
  Information about your interest rate can be found under the comments section of your contract; here it shows the interest rate being 3.99% APR. This amount matches your signed ***** ***** authorization that you received on 09/07/23, it is unclear to us why ***** ***** may have mailed you the wrong information following your authorization. When and if these situations occur, we can work with ***** ***** on remedying the error however, at this time you had requested to cancel your order. You are correct that the attached contract shows your initial deposit amount of $1,000, this was the amount refunded to you, and we retained the additional deposit you placed in the amount of $3,000, as reviewed with you by our Regional Sales Director at the time of cancellation, per our cancellation policy.
  
  We sincerely apologize for any confusion.
  
  -ThermoSpas Customer Delight Team.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a spa in June of 2023 and it was delivered on 8/14/23. On September 22, the spa stopped working and is not usable. We have not even made or 1st payment. I called service on September 23 and was advised a service technician would call us on Monday or Tuesday. No call was received but a text came at 10pm on Monday saying to call ***** **** **** to schedule an appointment for service after a part arrived. We were not told a part was coming so I called ThermoSpa back and was told it would arrive by Oct 2nd or 3rd. On September 27th another text saying we are scheduled for Oct. 11th. Called Thermospa to complain that our brand new spa will be broken longer than running and tech apologized, promised to find another service company, and call or text us with an update by end of business day. No call or text 24 hours later, I have to call service again for an update. After waiting 30 minutes, for call #4 to service, I am told unfortunately there's no service in our area and we will have to wait until a service technician from 2 hours away can come. No technician has looked at our spa, In the meantime, we're supposed to pour chlorine in it daily for 21 days to keep it clean. While bleach kills getms it doesn't keep it "clean" and it is already disgusting and will need to be emptied and refilled. A service technician hasn't even looked at our new spa, how do they know that the technician on Oct 11th will even be able to fix the issue? A 16,000 spa doesn't work, we cannot use, but we need to keep connected to power, heating, and using chemicals which is additional money out of our pocket for a spa that we haven't even made our 1st payment on. Our salesman was very responsive by a cell phone number he provided when he wanted our business but now will not answer the phone or return a text. I asked before our purchase about about dependability and service to which we were reassured their products rarely had issues needing service and if they did they had numerous service technician available and could dispatch promptly. Complete lies!

  

  Business response

  10/13/2023

  We sincerely apologize for the delays in service. Our records show that a field technician was able to assess your spa on site on 10/5 and determined additional parts were needed to complete repairs. Parts are expected to arrive on 10/14 and you should anticipate a call from the field technician to schedule your follow up visit.
  
  If you should have any additional questions, please contact our Service Department directly at ###-###-#### or email **********************
  
  Sincerely,
  ThermoSpas Customer Delight Team

  Customer response

  10/16/2023

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

  As of today, 10/16/23, our spa is not fixed nor have we heard from a technician as noted in the response.  This is a NEW > $15,000 Spa that was not working and the technician applied a "bandaid" as he called it so that we could use it.  We were promised extra chemicals and a new filter, etc. because the problem has result in us needing added chemical and an early water dump, etc. These never came . 
  
  Sincerely,
  
  ******** *****

  

  Business response

  10/30/2023

  Hello Ms. *****,
  
  We apologize for the delays in service. Our records show that the field technician was able to complete the repairs today,10/30. As for your chemicals and filters, it appears these items were delivered to the address we have on file for you, as of 10/06 (***** tracking ************). If you should need further assistance please feel free to email us at ********************** or call ###-###-####.
  
  Sincerely,
  ThermoSpas Customer Delight Team.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a swim spa in the fall of 2022. It was delivered in mid July 2023. It never worked as advertised but it was ok. However, after about 3 weeks it stopped working at any level of satisfaction. We notified company. We were told they would send us a new pump and then schedule someone to install it. After a week, we did not get pump. Called company and learned that they never ordered pump. They said they’d send a contractor out. That didn’t happen for about 10 days. Contractor came and ThermoSpas insisted to be on phone with contractor. Contractor reported that he thought we needed a new pump but Mike T at ThermoSpas said that if it was moving any water at all (it was) then they would note that it was working as planned. Not true. We filed our initial complaint in August. It is now nearing mid September without resolution.

  Customer response

  09/19/2023

  In addition, ThermoSpas is not fulfilling their warranty:

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

  

  Business response

  09/22/2023

  Hi Jennifer,
  
  We are sorry for any inconvenience. Our records show that our Director of Service was able to further discuss these issues with you and have come to a resolution. If you should have any further questions at this time, please contact our Service Department directly.
  
  Sincerely,
  
  ThermoSpas Customer Delight Team

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