ComplaintsforThermoSpas Hot Tub Products, Inc.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a Hot tub July 29th, 2021 when a representative came to my house to discuss the features from this company. It was informative and convincing so I went ahead with the purchase. I gave my deposit and was told I would be kept informed of the process and that the hot tub would be delivered by November 15th, 2021. No one ever contacted me until I reached out and requested an update in October. The delivery coordinator who was very helpful informed me that there had been massive delays industry wide but my hot tub was still on track. A few days later I received a text message that the hot tub would be delayed 2-4 weeks, I called the coordinator again and she confirmed the delay. After a few times calling for updates, I was told that the hot tub was completed as of December 6th, 2021 and awaiting to be loaded and taken from ********** to *******. It arrived in ******* as of December 20th and I still haven't received a phone call to schedule delivery. I have also requested several times to speak with a supervisor or manager for the inconvenience all of this has caused. The only time I received any word about the status is if I called and left a message. I recently received an email that said the steps were delayed now due to industry delays, so if I ever receive the hot tub, I won't have steps to get in it! As I was filling this out I FINALLY received a phone call scheduling the hot tub to be delivered 1/7/22. I still want to proceed with the complaint for the inconvenience.

  

  Business response

  01/10/2022

  We sincerely apologize for the delay in delivering your Hot Tub. As you are aware, the Hot Tub industry has been experiencing an unprecedented surge in demand, as people are choosing to make the best of staying home and investing in their health and wellness. We at ThermoSpas are striving to meet this high demand while working through the resulting supply chain shortages and shipping delays. We are working on improving our communication with customers; an example of this is the text message you had received advising there being delays, additionally, we update customers as their Hot Tub moves out of production and once their Hot Tub ships. We do however appreciate your feedback here as it is valuable to improving our process.
  
  Regarding your step, due to the unprecedented surge in demand and supply chain shortages, it is also delayed as relayed to you by our Customer Experience Manager, Tom. Once your step becomes back in stock it will ship directly to you. Our records show Tom reviewed options with you about your step and you wished to wait for the step to be delivered, if you would like to review this further, please feel free to contact us for assistance.
  
  Best Regards,
  ThermoSpas Customer Experience Support

  Customer response

  01/20/2022

    I did receive the Hot tub and spoke with the customer service representative, Tom. However, the experience has been very disappointing and I don’t really feel that anything has been resolved.  The experience explained to us about the delivery process was nothing like the salesman said.  They literally just dropped it off and left!  There was a very quick run through of things about the hot tub but we were told that someone would be there to help with filling it, adding chemicals, make sure it was running properly before leaving and none of that happened.  Once the hot tub finally made its way to the east coast I was told the delivery date was Friday, January 7^th between 10:00am and 2:00pm.  I received a phone call from the installer (a third party company out of *******) called to see if they could come the day before due to weather concerns.  It was somewhat understandable however an inconvenience for my husband and I to rearrange our schedules.  They showed up shortly after 5:00 pm on Thursday, January 6^th and gone within an hour. 

   

  It was completely dark during the installation so there was no way to fully inspect the hot tub to make sure there was no damage.  The installer gave us a ******* video to watch concerning the start-up and chemicals process but they weren’t Thermospas chemicals.  Either way, I did research on my own, read the guide books and fumbled my way through the process.  After the first time using it, the breaker tripped!  My husband checked everything again, with no real conclusion as to why it tripped.  I gave my husband Tom’s number and he called him January 11^th and he has yet to call back! 

   

  At no point has whoever emailed back on behalf of Thermospas or Tom offered the monetary reimbursement, that was completely ignored, brushed off!  We will definitely not promote this company!  I am still so disappointed from this experience! 

   

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

  

  Business response

  02/03/2022

  We sincerely apologize for this experience and appreciate you providing us with feedback to improve our process. It seems there was a miscommunication regarding what you could expect from us at the time of delivery. ThermoSpas does not fill spas with water, do chemical adjustments or electrical hook-up at the time of delivery, as specified on page 14 of your contract. We will review this incident with our Sales team.

  
  Regarding your breaker tripping and needing to balance chemicals, we advise you contact our Service Department directly by email at [email protected] or by phone at **************; they will be able to set up a service technician to come out and assist you.
  
  Best Regards,
  ThermoSpas Customer Experience Support

• Initial Complaint

  10/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On August 25th I got a call to arrange for delivery of our ThermoSpa. We have paid apx 7,700 and have a balance of the same. We told them we weren't quite ready and they assured us that when we were ready, we could schedule delivery. We made several attempts to contact the delivery people to arrange for delivery and the last contact we had with Sam, the delivery person, he told us our account had been flagged as unable to be contacted. This is not true. No one tried to contact us. Then Sam said he would go look for our hot tub in the warehouse. This was about 4 weeks ago and we haven't heard back and he won't answer the phone. We just want our hot tub and to complete the purchase. Today we tried to call the delivery message service at ThermoSpa and the number is no longer on the site where we found it before. We even left a message for the CEO. We have tried everything to get our tub with no response. We are very frustrated.

  

  Business response

  10/27/2021

  We apologize for any miscommunication regarding the delivery of your Hot Tub.  It seems you had been in contact with the local installer; we always advise reaching out to our Delivery Department directly so we can best assist you.  Our records show that a member from our Delivery Department has been in contact with you and is working on getting your delivery scheduled. If you should have any further questions, please feel free to call us at ###-###-####.
  
  Best Regards,
  
  ThermoSpas Customer Experience Support

  Customer response

  11/03/2021

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

  The manger of delivery did call us. Then we learned the tub had been reported as delivered. We have had no contact with her since the 27th to let us know what is going on. We believe the "local delivery" no longer has our tub. We need to ether get a refund or the tub. We are out of time with our other contractors and still in the dark as far as ThermSpa is concerned. We really wanted that hot tub, but not knowing where that tub is has us furious, disgusted, let down and pretty much out of patience. If our tub was available for delivery on August 25, 2021, why isn't it still available and why was it marked as delivered. When I work with someone on a problem, I get regular updates as to what is going on. We have only had one contact and no follow up. We need regular communication with ThermoSpa in order for us to consider that our issues truly is being resolved.
  
  Sincerely,
  
  ***** * *******

  

  Business response

  11/18/2021

  We apologize for the unique situation with the local installer relaying misinformation, we are further investigating this situation and appreciate your feedback. Our records show that one of our Directors is currently working with you regarding the status of your order and providing updates as soon as they become available; if you should have any questions please feel free to reach out to her directly for assistance.
  
  Best Regards,
  
  ThermoSpas Customer Experience Support

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 12,000 hot tub from ThermoSpas with the understanding the salesman would come show us chemical and set up and a 20 year warranty which is what sold us on the tub. We received no paperwork until delivery day which states not a 20 year warranty and the transaction took place on 06/2021 delivered on 09/29/2021. If we knew there was no warranty and they were going to drop it off and never answer our calls again we would of took our business elsewhere. We are looking for compensation for the warranty and also because the hot tub has excessive foam and followed the instructions to a tee. We were ******* *** mislead on this deal.

  

  Business response

  10/25/2021

  We apologize for any misunderstanding; our records show that our Customer Experience manager has reached out to go over our warranty information with you. Additionally, our warranty is available for review on our website at ****************************************** If you should have any questions, please feel free to reach out to our Customer Experience manager further.
  
  Best Regards,
  
  ThermoSpas Customer Experience Support

• Initial Complaint

  09/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a 15,000.00 spa for my husbands back issues Ordered in April 2021 Delivered Aug 23, 2021 We still can’t use it it leaks and we have filled it up twice The customer service people are horrendous We want it fixed for good our money returned for the water bill Or have it returned for refund I can’t get a straight answer from them or technical dept They say they are coming ordering parts and don’t show up

  

  Business response

  10/01/2021

  We sincerely apologize for the inconvenience. Our records show that a Service Technician was able to go out and address the valve leak on site to resolve the issue. If you should need further assistance, please let us know or email our Service Department at [email protected].

  
  Best Regards,
  ThermoSpas Customer Experience Support

  Customer response

  10/04/2021

  
  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

  09/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On or around 5/4/21 I ordered a spa and paid a deposit. I heard nothing for months and so followed up on 8/5/21 for an update with my sales rep. He indicated the spa would be delivered on 8/27. On 8/25 when I heard nothing further I followed up again. Since then I’ve received inconsistent and misleading information about where the spa is and when it will be delivered if ever. The customer service rep doesn’t return calls and the sales rep isn’t able to help further. I would like a refund and cancellation of the financing agreement through ***** *****.

  

  Business response

  09/24/2021

  We sincerely apologize for any miscommunication, as final delivery dates only come from our local delivery teams or Delivery Coordinators. Our records show that you have since been contacted by one of our Delivery Coordinators as well as the local delivery team to schedule your final delivery date. If you should have any further questions, please contact our Delivery Department at **************.
  
  Best Regards,
  
  ThermoSpas Customer Experience Support

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a swim spa in Sept of 2020 that was delivered in mid march of 2021. We experienced numerous issues with delivery of the product in addition to having to schedule contractors to accommodate the setup. I have been trying to contact them for service for months and have even sent a letter to corporate outlining all the issues I have had to date. No response from corporate, my sales rep who I have his personal cell, and the service line you sit on hold for 20+ minutes. The panels on my spa are popping off and one is warped, the non slip bottom is coming apart and one of my jets isn't functioning properly. I need someone to fix these for me asap.

  

  Business response

  09/20/2021

  We sincerely apologize for the delay in communication. We have let our Service Department know you are in need of assistance, you will be contacted within the next 24-48 hrs. Additionally, you may email our Service Department directly at ********************** if you should have any questions.
  
  Best Regards,
  
  ThermoSpas Customer Experience Support

  Customer response

  09/27/2021

  
  Complaint: ********
  
  I am rejecting this response because:  This was sent over a week ago and I still havent heard from anyone!  
  
  Sincerely,
  
  ***** *****

  

  Business response

  10/04/2021

  We are sorry to hear that we have been unable to connect with you. One of our Service Technicians has attempted to email you if you could please email them back at your earliest convenience so that they can further assist you.
  
  Best Regards,
  
  ThermoSpas Customer Experience Support

• Initial Complaint

  09/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a hot tub for over 15K, it’s less than 5 years old and I’ve had 3 pumps go out in the last 6 months. I can never get a hold of anyone at Thermospa, I’ve left numerous messages, and no one even returns my calls. Finally had to work through the service company that has fixed it several times now. I’m not sure if the quality of the equipment is bad or if the repair folks that Thermospa sent me to are the problem. Either way I can’t afford to keep replacing parts and paying for service for something that is a lemon. Please help me get this resolved I’d like them to pay for the parts and service to repair their faulty product.

  

  Business response

  09/15/2021

  Good afternoon *****,
  
  For further assistance regarding replacement parts and repair, our Service Department can assist you. You can email them directly with all this information at ********************** and they will be able to go over the cost of parts in coordination with your warranty.
  
  Best Regards,
  
  ThermoSpas Customer Experience Support

  Customer response

  09/18/2021

  
  Complaint: ********
  
  I am rejecting this response because: I have tried sending emails and have not received any response.  I would like someone to contact me as soon as possible. This last pump that went out cost 120$ and the repair company charges are estimated at close to 500$.  That’s 3 pumps in less than 6 months costing me over 1200$ to replace. For a hot tub that’s less than 5 years old.  Please help resolve this issue.  
  
  Sincerely,
  
  ***** *******

  

  Business response

  10/04/2021

  We sincerely apologize for the delay in communication. We have followed up with our Service Department and requested they contact you regarding this information; one of our Service Technicians will be reaching out within the next 24-48hrs.
  
  Best Regards,
  
  ThermoSpas Customer Experience Support

  Customer response

  10/12/2021

  
  Complaint: ********
  
  I am rejecting this response because:  it’s been 6 days and no follow up from this company. I have called, emailed and went through BBB and still nothing 
  
  Sincerely,
  
  ***** *******

  

  Business response

  10/27/2021

  We appreciate your patience and recognize you are still in need of assistance regarding this matter. A member from our Customer Experience department has attempted to contact you and provided their direct number for you to reach them, at your earliest convenience.
  
  Best Regards,
  
  ThermoSpas Customer Experience Support

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