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: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

• 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.

  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

  Date: 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

  Date:10/02/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/02/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:09/12/2023

  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.

  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 Answer

  Date: 09/19/2023

  In addition, ThermoSpas is not fulfilling their warranty:

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

  Business Response

  Date: 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

• Initial Complaint

  Date:09/12/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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 Answer

  Date: 07/25/2023

  Email sent July 5 is attached.

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/06/2023

  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 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

  Date: 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

  Date:06/02/2023

  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.

  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

  Date: 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

  Date:05/31/2023

  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.

  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

  Date: 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