ComplaintsforThermoSpas Hot Tub Products, Inc.

Hot Tub Dealers

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Initial Complaint
09/12/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Thermospa will not honor their 20 year shell warranty. They have a major defect in ALL anti slip mats. per picture. They said they want to sell and I can pay for installation. Very concerned the material will get inside pumps and destroy pump inner works. I am requesting an immediate repair
Business response
09/22/2023
Mr. ******,

We sincerely apologize for any inconvenience regarding your floor mats. Deterioration in floor mats may occur as a result of a chemical imbalance over time. As noted in the warranty, the floor mats are part of the accessories limited warranty and are not considered part of the shell. Due to the age of your spa, you are eligible for 75% off parts; labor is not included in this cost. If you would like to move forward with ordering parts, please reach out to our service team via the email that was sent to you detailing your warranty information as well as the information to contact a local field technician.

Sincerely,

ThermoSpas Customer Delight Team
Customer response
09/22/2023

Complaint: ********

I am rejecting this response because:

The mats are indeed part of the shell. It is without question a design flaw and if Thermospa does not step up to the plate and fix their design I will be forced to seek Legal.
I also formally request to see where it says in the company Manual or brochure that an imbalance of chemicals can cause this. The pictures show total deteriation.

Sincerely,

**** ******
Business response
09/28/2023
We are sorry we cannot come to a desired resolution for this issue. As requested, the manual is attached here for reference (this information can also be found on our website at **********************************), information regarding chemicals can be found starting on page 42. If you should have any additional questions, please contact our Service Department directly at ###-###-#### or by email at **********************

Sincerely,
ThermoSpas Customer Delight Team.
Initial Complaint
07/25/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been unable to receive replacement parts for my 5 year old ******* hot tub. I have called over 10 times and waited over 30 minutes before dropping the call. I have sent emails that have never been responded to. This morning I finally reached a person "Mark" who was supposed to text me so I could send him pictures of the parts I need replaced. I never received a text. I just need a couple parts to get my hot tub back to useable. This has been the worst customer service experience I have ever had.
Customer response
07/25/2023
Email sent July 5 is attached.
Customer response
07/25/2023
Call history - other times I was sent to a message after 15 minutes of waiting. I did call back this afternoon and was able to reach Jessica at extension 32131. She is shipping the parts I need this week.
Business response
08/04/2023
We are sincerely sorry about the delays in communication, we have relayed this information to our management team to further review why your calls may have been dropped. We are happy to know that Jessica has been able to assist you, if you should have any questions moving forward, please feel free to contact her directly.

Sincerely,
ThermoSpas Customer Delight Team
Customer response
08/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ******
Initial Complaint
07/06/2023
Complaint Type:
Product Issues
Status:
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.
I purchased a hot tub from Thermospa Oct 2022. Installed Jan 2023. When installed they broke a corner piece. When the installer came out in March to fix, I was advised he could not fix the corner panel. He further advised that he could only install the top of the Spa in one direction which completely obscures my backyard. The spa handle to assist with getting in and out was shipped incorrectly twice. I sent pictures. Parts arrived in May. I have since been asking for a resolution. The only replies I receive are that my email was received. I have contacted customer service numerous times. Messages were left for service department to contact me. No replies. I started communicating with Irwin. No replies from Irwin since April. Interesting that their tag line is "ThermoSpas is dedicated to maintaining the industry's best reputation for hot tub quality and customer delight". It has not been a delight.
Business response
07/18/2023
Hello ****,

We sincerely apologize for this experience. We have escalated this issue to our Director of Service, he will be contacting you within the next 48hrs to further assist you.

Sincerely,
ThermoSpas Customer Delight Team
Initial Complaint
06/02/2023
Complaint Type:
Product Issues
Status:
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.
Spa purchased 9/24/2020. Touted as a premium product. Started slowly losing water a few months ago. The control face plate is lifting, can't read the panel buttons on the one side, and haven't used the cheap sponge drink holder that sits above the filter since practically day 1 because it got a film over it and it was impossible to clean. No loss, because it was too flimsy to hold a drink anyway. Appt for repair scheduled 5/8/23 for repair on 5/31. Tech was supposed to be here yesterday, but one of the jobs took more time than he thought, said I'd be the first stop for him today. He calls at 4:45 pm and will be here around 5:50pm. Made it very clear he is a one-person show. If anything has to be ordered, hard to tell how much longer it could be. FYI- buy local if you can and from a dealer who will also service their product.
Business response
06/13/2023
We sincerely apologize for this experience. We recommend you contact our Service Department directly for further assistance by calling ###-###-#### or emailing **********************.
Sincerely,
ThermoSpas Customer Delight Team
Initial Complaint
05/31/2023
Complaint Type:
Product Issues
Status:
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.
We bought our hot tub from ThermoSpa Jan 2021. $14,000. It leaks and we haven’t finished paying last 2 pmts. yet. Called customer service and was told if it would leak, it would happen the first 30 days. I asked what was covered and was told nothing. Labor was on us. Sent tech pictures of leak and said it might have been installation problems due to where it was leaking at pvc seam. He wouldn’t have it. He gave me a number of a service company near me that would do the repair. $1,000 was the bill, no coverage from Thermo Spa, no follow up communication. Just our problem. Contract says it should be covered parts should be 75% off. Bill reflected neither! No more communication from service company who left a pump by the hot tub. They emailed us a bill. This is not the kind of service a product of this amount of money should entail. I have pictures of the leak, we found multiple ones as concrete slab was wet and hot tub needed refilling 2 xs in a week. I want this company to make this repair right by covering parts and labor. I want an apology of their very disrespectful and poor service and a report of their blatant ignorance of our problem known to other potential buyers. ****** ********
Business response
06/06/2023
Ms. ********,
We sincerely apologize for the miscommunication regarding your warrantied parts. Our National Service Director has left you a voicemail to further review and assist with reimbursement for the cost of parts in accordance with your warranty, if you could please contact him at your earliest convenience.
Sincerely,
ThermoSpas Customer Delight Team
Initial Complaint
03/24/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Purchased hot tub on 1/28/23. At the time we wanted to pay the entire amount with our credit card. Sales rep said we could make 12 monthly credit card payments with zero interest and still take advantage of our sky miles. He also said we’d get a cash discount if we paid early. I went to pay off the hot tub with our card and found out we can’t use a credit card for payment and we would not receive the $500 cash discount. This erroneous information cost us $1,200. I called thermospa rep who referred me to Sales manager Jessica ******* who will not return my calls. We are seeking $1200 in cash discount. Between the c
Business response
03/28/2023
Hello Mr. *****,

We sincerely apologize for any miscommunication regarding the use of a credit card to pay off your financing balance. Our records show that our Regional Sales Director, Jessica, was able to connect with you on 3/23 to discuss this issue further and work with you towards a resolution. If you should have any questions on this matter in the future, please feel free to contact Jessica directly for assistance.

Best Regards,
ThermoSpas Customer Delight Team
Customer response
03/28/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** * ***** **
Initial Complaint
02/07/2023
Complaint Type:
Product Issues
Status:
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.
Purchased a thermos spa, hot tub. Delivered on December 6. We filled it up on December 12. The next morning it was sitting in a puddle. I texted the sales person and they suggested that I call Thermospas immediately. Called four times over the holidays and got no response. Called again and emailed after the holidays. Finally got a response in late January meanwhile, I had been filling the tub every other day with buckets of water, because I was told that water level c***ot go below the jets or air will get in the tubes. On February 6 a technician finally came to our place. Found that there were two leaks on both sides of the tub where the manifolds were not hung properly. Some of the tubes are bent and the tub has been sitting in water for two months. It’s a treated lumber frame. The technician remarked that it wasn’t made very well. We purchased this because it’s marketed as being long lasting, and they include a service plan. We purchased a service plan, but we have gotten poor service. I have tried to write a review to warn other consumers about this product but they do not have a place for that on their website. Even though returning the tub and getting a refund will still cost me money because it was $1600 to install an outdoor fuse box, I feel that I don’t w***a be in a relationship with this company any longer. And the whole reason that I bought a hot tub was so that I could relax and this experience was frustrating and disappointing.
Business response
02/14/2023
Hello ***,

We apologize for the delay in service. Our records show that we were able to complete a service appointment for you on 2/9 to fix the leak. Additionally, per your conversation with our National Service Director, we will be replacing a trim strip, returning in 60 days to inspect your hot tub again to make sure there are no outstanding issues and have offered compensation.

If you should have any further questions please email us at [email protected] or call ###-###-####.

Best Regards,

ThermoSpas Customer Delight Team
Initial Complaint
01/31/2023
Complaint Type:
Product Issues
Status:
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.
I purchased my spa 10/2020 and did not receive it till 8/2021. I have called with numerous what should be warranty issues and most recently 12/19/2022 spent two hours on the phone to finally speak to a gentleman with Tech/engineering for the company Shawn, do not have his last name. He agreed to submit a work order for them to cover a service tech to come make needed and all repairs to my spa because in the time frame my unit was built they were changing manufacturers of parts and that this should not be a part that would fail in 14 months. I called today because it's been over a month and I was informed that nothing was in the system for my complaint. They will send me the part but they are not sending a tech and not repairing my water leak or my control panel. For almost two months now my pump has not worked so one seat/side of spa does not work at all.
Business response
02/09/2023
Hello ********,

We are sincerely sorry about the miscommunication while attempting to order your replacement parts. We are indeed sending you the necessary parts for replacement and once the parts arrive, we will have a local field technician contact you to schedule your Service Appointment to complete repairs. At this time our records show that we have already initiated contact with your local field technician, you should expect to hear from them soon for scheduling.

If you should have any further questions, please feel free to email our Service team directly at [email protected] or call ###-###-####.

Best Regards,
Initial Complaint
01/25/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I think it was the first of November but deliverey was ithe end January I got to get in three times and the water gushed out. They said the tech would be here in 24 hrs. And they have not even called to schedule a date for service.
Business response
02/03/2023
Hello ****,

Our records show that a field technician was able to speak with you and complete a service appointment on 1/30 to address the issues you may be having. If you should need further assistance at this time, please contact our Service Department directly at ************** or email **********************

Best Regards,

ThermoSpas Customer Delight Team
Customer response
02/09/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******
Initial Complaint
12/09/2022
Complaint Type:
Product Issues
Status:
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.
I spent $20,000.00 on a brand new Thermospa that I recieved 1 month ago. It worked beautifully for 1 week and then the water temperature started to go down. I have made phone call after phone call and no one is returning my calls or sending someone out to take care of the problem. If it isn't fixed in the next 2 weeks I want to return the spa and get a refund.
Business response
12/20/2022
We sincerely apologize for the delay in getting you a Service Appointment set up. Our records show that after reporting the issue on 12/5, a field technician was able to go to your home on 12/13 to address any issues you were having with your hot tub. If you should have any questions, please contact our Service Department directly at ###-###-#### or by email at **********************

Best Regards,

ThermoSpas Customer Delight Team

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