ComplaintsforWellis USA Inc.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a WIS spa water analyzer. It worked for a few months and then quit. The company then referred me to the company in ****** that makes the product Ondilo. WWW.Ondilo.com. They sent me three new analyzer probes. I put them in the base I had and it still did not work. They wanted me to remove the probes. They would not come out. I sent them two Videos of me trying to take them out. I kept asking for a new complete unit. They just quit returning my emails. There are two and 1/2 pages of emails I have sent to them. I had to postpone sending this in because I had Major issues in my business that required my full-time efforts.

  

  Business response

  06/03/2024

  *****************,

  We are sorry to hear of the ongoing issues with your floating WISE analyzer. We would like to extend one of the following options. A replacement model or a refund. 

  Our operations **** has sent an email to finalize your desired resolution.

  Regards, *****************************

  Customer response

  06/06/2024

   
  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.

  All I have wanted for the last few months was a replacement unit. Sending a new replacement unit is a satisfactory solution for the complaint.

  Thank you for your help in this matter.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On march 30th, 2023 I purchased a hot tub from Wellis USA. It was delivered and set up around this period of time at my home. I paid approximately $5229.00. Attached is the warranty agreement with varying number of years for different coverages. In this instance the 5 years no leak plumbing warranty would apply. The nature of the dispute is that there was a tube that was connected to the water pump via a metal connector that corroded and fell apart thus draining all the water out of the hot tub and making it unusable. I have filed a claim that was provided by the company in the last two months. I have made many calls and lefts messages for them to call me back and have not received and return calls. I have phone records for each call that was made. Your help would be greatly appreciated for not only this instance but for all future instances. Thank you

  Customer response

  04/30/2024

  These are pictures of the failure of the metal connector and the pump housing.

  

  Business response

  06/03/2024

  Mr *******,

  We are sorry to Here of you on going issues.

  Parts were shipped to your address. We have confirmed receipt. There was email correspondence checking to see if you need further assistance. We had not received a response and consider the matter Closed. Please reach out with any additional Needs.

  Regards, *****************************

  Customer response

  06/04/2024

   
  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

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a hot tub on March 11th according to there ad it would be sent out for delivery in 7-10 business days its been over a month. Federal law says a business must deliver with in 30 days or contact the buyer explaining the delay. I reached out offered them to either fully refund me or upgrade me to a model they could deliver in 15 days. No which I received no response

  

  Business response

  05/15/2024

  The following is in response to complaint 2156595

   

  On March 26, 2024 the ************************* Key Bridge in ********* collapsed. This created a number of shipping delays which affected our operations internally.

  We apologize for the lethargic response hear as the customer was replied to immedietly.

  ***************** spa was delivered on 4/23. We consider the matter closed

   

  Regards, *****************************

  Customer response

  05/15/2024

   
  Complaint: 21565695
  
  I am rejecting this response because:
  You simply had to call me or reach out and explain the delays.  Instead you did nothing and you ignored me and my calls and emails.  Also the Baltimore bridge collapse did not affect any shipping that wasnt tied to *********.  I live in ******** your company is in *******.  Terrible hyperbole.
  Sincerely,
  
  *******************

  

  Business response

  05/15/2024

  RE 215656695

   

  In response to the rejection. As you may not be aware ; Wellis operates in 47 Countries. Our corporate offices are based in *******. No shipments or logistic or sales are based in this office. All Shipments arrive from ****** into ******** ************. The ********** in ********* caused issues as the ships entering the ** were diverted to closest ports. Your complaint came into our office on April 10. Emails were sent to you with contacts on 4/15 and on 4/22. We are continually improving our communication protocols. Unforeseen catastrophes are hard to plan for. we are sorry for any conveniences.

   

  As a company we are easy to reach. Please feel free to reach out at anytime. 

  regards, *****************************

  Customer response

  05/15/2024

   
  Complaint: 21565695
  
  I am rejecting this response because:
  Regardless of the bs you are producing.  Here are facts.  I called 4 times.  Call logs on March 21st March 26 and 28th. April 3rd I called as well.  Left messages and was responded too once who indicated in a VM that I could text him.  Which I did to no response.  There was multiple emails sent that were ignored.  So please stop pretending that you are in anyway in the right in this matter.
  Sincerely,
  
  *******************

  Customer response

  05/15/2024

  More proof that I tried to reach out to them with no response.  From a company that claims to be easy to get ahold of they dont look that easy 

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Wellis Hot Tub in 2022. In the past 3 months, an unknown person in our community is connecting their device to our hot tub Bluetooth speaker. The pin for the Bluetooth has never been given out and there is no ability in the hot tub interface to disable the Bluetooth option when no in use. In the past 3 months, this Bluetooth has been hijacked between 2-10x per day with loud blasting spontaneous music, app sound effects, crashing sounds, foul language and possible adult material. This hot tub costs 10k and there is no ability to disable the Bluetooth without manually unplugging the hot tub and reconnecting our device to the Bluetooth for control. We have attempted to locate the individual but have not had success. I have contacted wellis dozens of times, left messages for customer support, tech support and my local hot tub dealer. The local warehouse has no solution and instructed me to disable wires to avoid the problem rather than hold Wellis responsible for this lacking technology to protect our product. Unacceptable! I have dozens of videos to display this obnoxious problem. Reset our Bluetooth pin, it can't be this difficult. This company is horrible and doesn't care about PAID customers.

  Customer response

  04/12/2024

  4/8/24 - Wellis support staff returned call stating all matters go through local dealer. Spoke with local dealer and explained need for pin reprogramming as our hot tub Bluetooth speaker inside our London model was being hijacked by a neighbor. 

  4/9 - Local dealer owner called, explained situation. Would follow up.

  4/11 - local dealer staff reached out offering to replace Bluetooth system. This was denied by customer as the issue of same PUBLICLY AVAILABLE PIN THAT CANNOT EVER BE CHANGED OR PERSONALIZED FOR PRIVACY ISSUES would exist.  Dealer willing to disable speakers entirely. Customer extremely unsatisfied with this solution. 

  As of today, 4/12/24, continue to need a technical resolution from wellis as well as implementing this option into all models moving forward. The hot tub I purchased for 12k has become hijacked by a neighbor I cannot identify connecting to the hot tub speaker as the code can be found via ****** search and in the downloadable manual online. In the age of technology, the fact that there is no option to reset or change a standard factory pin code is unacceptable. My family and I are being subjected to random media attacks via hot tub at any time of day without control or would have to LEAVE THE HOT TUB UNPLUGGED SHUTDOWN for control or DISABLE features I paid extra for at time of purchase. I will start posting negative reviews online today and have already reached out to media about this to warn people about this potential issue and demand Wellis make it right. Give me a full refund and ill accept the option of disabling the Bluetooth. Telling me "nothing we can do ma'am" isn't acceptable for business of luxury items. 

  Customer response

  04/26/2024

  Taken our complaint to media: TV coverage 

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

   

  Continued to receive no response or resolution. 

  

  Business response

  04/26/2024

  ******* Response
  
  Re: #********
  The following is a response to compliance made by ************************* concerning her gecko, Bluetooth speaker system in her Spa. Directed towards Wellis spas. 
  
  The customer reached out to our local retailer complaining someone has hacked their Bluetooth Speaker. The Speaker manufactured by Gecko ( a free option on the spa ) is manufactured under FCC Part 15 laws. All Bluetooth devices that have a pairing code are unique to that brand. The speaker can be disabled. 
  The customer reached out to service support and was given this response and informed of the manufacturer of the device was unhappy with it.
  
  Understandably, this is a tough situation. No manufacture of Hot Tubs makes their own Bluetooth speaker. Every manufacture of Hot Tubs has a downloadable owners manual, and often ******* channels showing the consumers how to add a speaker. This may be a large reason why dealers often include these at no charge, as in this case. 
  
  We take every complaint seriously. Even More so the end experience for our customers. We have done extensive research into the subject since the complaint. To our knowledge, there are no such instances through ours or any brands that utilize Bluetooth speakers. 
  
  This is a potential problem in such devices. 
  For example, TV remotes have codes that work and cant be changed. That are readily available and susceptible to hacking.
  
  Whomever is hacking the devise is in proximity. Unfortunately, this is a matter for the local police.
  
  As always we are available to Discuss
  
  
  *****************************

  Customer response

  04/26/2024

   
  Complaint: 21541267
  
  I am rejecting this response because:

  1. Free bluetooth speaker - This option was NOT a free accessory with the hot tub. This was an expensive upgrade to a top of the line model with BUILT IN bluetooth speakers. The offer from the local dealer was to completely replace a properly working bluetooth system with an IDENTICIAL system with the same universal pin code that does not resolve the issue. We declined the unnecessary bluetooth system replacement because it would not resolve the issue. Ability to reset pins is a standard option if the item has a standard factory code. Most systems require factory pins to change after 3-5 uses DUE TO PRIVACY CONCERNS. Just because someone hasn't complained to the level that I have and invested time and energy - doesn't mean it's not an issue. Pay a technician to come reset the system with a new factory pin. 

  2. This is not a local police matter as there is no individual to call the police about. This is a privacy matter that we have no functionality over. Claiming that the bluetooth can be disabled is an option IF MANUALLY removing wires/functionality completely which is not a solution. Having to disable a feature we paid money for is not a valid option. Gecko & Wellis are responsible for this matter as it's not protecting the consumer from a valid issue of a public pin. Who would the police confront about blasting music at all hours of the night? The only solution to is to unplug manually from the breaker and connect on our device. Again, not a solution for police. This is a Wellis issue for supplying a bluetooth speaker system without any ability to disable without removing completing from a built in system. 

  3. The fact that we MAY have neighbors with the same hot tub unit and same pin code is completely outside our control. Wellis would have to have a plan of how to address if this situation occurred. The solution is one of us has to sacrifice our bluetooth music listening for the other? That's outrageous customer service. We have no option to even change the bluetooth name to tell the other person that it's not their bluetooth speaker to be connecting to. The system is basic for a 12k hot tub. 

  We have featured this complaint on the news & are working on solutions as this is a valid issue. Imagine pornographic sounds, satan music, murder sounds - you name it BLASTING uncontrollably from the hot tub in front of my young children, my surrounding neighbors are subjected and the only solution is keep your hot tub UNPLUGGED 24/7 to avoid or disable the function that you paid extra for (NOT FREE). 

  This is a major bug of privacy in the Gecko bluetooth system and will not settle for anything less than a new pin or a full refund which at that point we would be willing to disable as we would not feel we wasted our hard earned money. 

  We are also filing an FCC complaint against Wellis & possibly Gecko for this lack of oversight and our privacy has been exploited. 

  We accept nothing less for a resolution than a full refund for this equipment due to the stress of this situation & time required to escalate this issue for the unhelpful and insulting response. I also suggest having a plan for this incident as I'm encouraging any others via media to complain and escalate this matter as well. 

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

  Customer response

  05/09/2024

  4/26 - FCC complaint filed under radio frequency piracy/unauthorized use communication against Wellis for using a Bluetooth system without privacy features. 

  Customer response

  05/10/2024

  Not satisfied with their LACK of response with this serious complaint

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought the *** June 2022. It was ok until 6 months ago when it started leaking on a couple jets. I called the maintenance department and they said that the total warranty was only for ONE YEAR. After that they cover only parts. For me it's not a problem, because I know how to change the jets. A couple of body jets were mailed to me. I replaced those and filled up the *** with water. Then more leaks came up. More body jets were mailed and I replaced. Filled up the *** with water. More leaks again. I've already done that 4 times. Even the gasket around the filter I had to replace it. Then a guy from ******* with the phone number ************** called me 5 days. He was kind of rude to talk to me as a customer. He told me that as I cut the body jets to replace it, I voided the warranty. I told him: I'm doing exactly like ***** told me to do and also you guys mailed me the body jet + gasket together. I asked him where on the website is saying that I cannot cut the jet to replace. He simply hang up the phone on me. I called again and he hang up the phone again without talking to me. I strongly suggest to NOT to buy it. It's not worth it the investment to only one year without leaks. **************** IS NO GOOD. I used Solus Broaminating Plus 2 small tablets and had all that bad situation. The *** is stuck for about 6 months without being used.The website doesn't specify that. Period!

  

  Business response

  03/02/2024

    The following is in response to claims made
  RE: 21303336.
  
  Mr ***** purchased a Bueno spas and was delivered in good working order. Approximately 6 months into ownership developed a couple of leaks. Though the leak was clearly a cause of chemical damage ******************* of our staff sent Mr ***** full jet bodies in accordance to our merchant ability standards. ******************* advised the customer about the proper use of chemicals. 
  Some time later the customer developed additional leaks. Primarily designed for the use of outdoor built in hot tubs Bromine with Brominating Plus is a mixture of Chlorine and Sodium Bromide. This is know through out the spa industry as being one of the harshest chemical options.The spa is designed to use less chemicals. When the new leak occurred the customer on his own cut out the jet bodies. At that time he called into our Tech support line requesting the new jets. When the customer was  asked why he cut the jets out ? The customer demanded to know where in the owners manual it specifically said dont cut the jets out. The customer called in multiple times repeatedly trying to get a tech to validate him modifying the spa on his own. Though the warranty does not specifically state cutting the unit appart in any way it does state modifying the spa voids the warranty. 
  In due diligence,  Both techs the customer reported the issue to sent a claim to the factory where it was deemed the warranty was voided. The customer additionally raised complaints on multiple platforms including the BBB. The factory sent Mr ***** parts and has made available parts for future issues. We recommend that the customer purge the spa and use a healthier method of water care products.  We also ask to not cut. Saw, screw, nail in any way change the configuration of the **************** available to discuss any time.
  J. *****************************

  Customer response

  03/04/2024

   
  Complaint: 21303336
  
  I am rejecting this response because: ***** and ***** sent me full body jets. Better you tell the whole history, than say only whats interesting for you. If you say the bromine is not a good one, why the spa suppliers suggest that. Which one should I use instead?

  i Have 2 years warranty for parts and you guys should mail me the parts instead of waiting time on that.

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

  

  Business response

  03/04/2024

  The following is the continued response.

   

  Bromine is recommended generally for outdoor uncovered spas. There are not recommended by manufacturers specifically. Spa stores across the ** recommend them highly as they require a number of chemicals.  You can not get an accurate reading of sanitizer with Bromine with out the use of an oxidizer (spa shock typically Potassium Peroximonosulfate)  Tablets in a Bromine floater without proper PH/ ALK balance. It is also a heavy mixture of Bromine and Chlorine.  Both ******************* and ************* from the factory recognized the chemical damaged and reported to the customer via *******************. We as a company will advise a customer of what caused the damage on their end and offer parts in a "NO Fault" capacity. In this case we are still sending parts regardless of the customer role in the damage. We also strongly suggest the customer use a less aggressive chemical regimen. We recommend a pure CL option  97-99% Sodium dichloro Triazatone. Spa Frog with smart Chlor or other healthy options. Every spa store will have this as a first option. 

  , ***************************;

  

  Business response

  03/04/2024

  Bromine is recommended generally for outdoor uncovered spas. There are not recommended by manufacturers specifically. Spa stores across the ** recommend them highly as they require a number of chemicals.  You can not get an accurate reading of sanitizer with Bromine with out the use of an oxidizer (spa shock typically Potassium Peroximonosulfate)  Tablets in a Bromine floater without proper PH/ ALK balance. It is also a heavy mixture of Bromine and Chlorine.  Both ******************* and ************* from the factory recognized the chemical damaged and reported to the customer via *******************. We as a company will advise a customer of what caused the damage on their end and offer parts in a "NO Fault" capacity. In this case we are still sending parts regardless of the customer role in the damage. We also strongly suggest the customer use a less aggressive chemical regimen. We recommend a pure CL option  97-99% Sodium dichloro Triazatone. Spa Frog with smart Chlor or other healthy options. Every spa store will have this as a first option.
  

  Customer response

  03/04/2024

   
  Complaint: 21303336
  
  I am rejecting this response because:

  with all respect *** *** first time I talked to *****, I told him que bromine chemical I was using and he said its ok. Also I e-mail a picture of what I use 4 weeks ago and no one said thats no good. Only now someone is saying I cannot use that. Please, call him and ask exactly what he e talked about.
  *********** said about 10 days ago that he would mail the parts I asked for, but I didnt receive any feedback on those parts. I can add you in the email if you want. Please, inform your email if you want that Sr.

  you are being polite on explaining all of that and I do appreciate all the explanation. I will certainly change the chemicals I use after you saying that it doesnt work good. Everyone puts the cover on the spa after using that. No one leaves it open. I can tell you that.

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

• Initial Complaint

  12/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a spa from Buenospa in October, 2023 and paid $5419.99. The order included a hot tub cover. The spa was delivered on the evening of Oct. 31 but there was no cover included. It was noted on the delivery receipt that the shrink wrap was not intact and the driver stated that there were no other items included in his delivery. Buenospas website says that there may be multiple deliveries on different days so I should not be concerned. Nonetheless, I contacted Buenospa technical support and logistics by email the next morning and notified them of the potential issue. Technical support responded on Nov. 2, stating, We sent this work order to logistics and they are processing to get a cover to you and they are filing a missing part report with shipping.Logistics responded on November 2, stating, I have some good news! The carrier XPO has found your missing cover! Im working on getting that directed to you and delivered ASAP!.After those emails, ******** has refused to respond to any communications. I have emailed, called and texted repeatedly with no response. I have also contacted the shipper, XPO Logistics, repeatedly. They refuse to provide any assistance. A hot tub cover on Buenospas website costs $400 plus tax. I have contested $400 of the total charge with *********** my credit card issuer. Buenospa is now attempting to recover that $400. Buenospa should not be paid for a cover they did not deliver. They know it was not delivered. I complied with all requirements. They simply stopped communicating and kept my money. I had to be a new cover for over $700. This practice cannot be allowed to stand.

  

  Business response

  01/29/2024

  
  The following is in response to complaint made to the BBB by *************************** re: 21076750
  
  As stated in ******************** complaint Bueno spas in good faith shipped all the customers items. The carrier XPO lost the cover and shipment.  This was immediately reported by ***************** as acknowledged. Protocols were in place its time to seek resolution through the shipping agency, who believed they had found the cover. This information proved to be incorrect and miscommunicated to Bueno Spa. As a result, the customer was given bad information. The replacement cover has been shipped.
  
  Please know;
  In the interim key **************** were replaced.
  We take very seriously all matters. And apologize for this inconvenience. I am available at any time to discuss. 
  
  *****************************
  ********************************************************

• Initial Complaint

  11/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchase a Wellis ********************* '20 and have had nothing but issues since purchasing the hot tub. When I drained the tub for the first water change, all the small jets broke off. I informed the company who I bought the hot tub through (Aloha Pools and Spa) and they contacted Wellis for me. They were informed this was a manufacturing defect and that an order was placed for new jets. I also had my Led lights go out shortly after this. I contacted ***** again and they ordered the light part and came out to fix this but now the lights that are supposed to change colors only turn blue. I contacted ***** again and Wellis sent another part but only half of my lights work now. ***** has stated they have been working with Wellis to get the part needed for all of my lights to change colors again but are having a hard time getting the correct part that is needed. My lights were reported January '23 and have yet to be completely fixed. ***** also said they couldn't get an update on where my new jets were so I have personally reached out to Wellis multiple times since the beginning of last week and keep getting recommended to speak with *************************** and have yet to get an update. Nobody else has the decency to dig deeper into the issue even though it has almost been a year. The quality of product and customer service has not been what I expected for having spent $15,000

  

  Business response

  12/29/2023

  Please find attached response to case# ********

• Initial Complaint

  11/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On October 10th, I ordered an ******* hot tub. On October 17th, I received an email from ************************************* at ***** Express Lines to schedule delivery. I asked that the hot tub be delivered on October 30th, as I hired a crew to move and install it on that day. On the scheduled delivery day, I contacted the delivery company again to confirm the hot tub was arriving. He informed me that "Due to height of this shipment, it wont fit in our small ********** cant load this on our 53ft trailer because this trailer wont fit down your street." The delivery company said that they had reach out to the shipper (Bueno Spa) to make alternate shipping arrangements but had not heard back.I immediately emailed both Logistics and Sales at Bueno Spas. I got not response. I spoke to a salesperson, ****, through their websites chat. He emailed Logistics and got no reponse. I emailed Logisitc and Sales again on the 31st. No response. I called the sales like and spoke to ***** who also reach out to logistics and got no response. This is day three. I've sent a third email, but have gotten no response as to the whereabouts of the hot tub I purchased.

  

  Business response

  11/17/2023

  RE#********
  
  The following is in response to complaint filed by ******************************* pertaining to delivery of her Bueno spa. 
  
  As a manufacturer. who uses outside logistics firms we are often unable to change shipment or dates once the product is picked up from our warehouse. .As you can imagine with trucks that can handle spas from time to time they are neighborhoods driveways, etc. where the vehicles dont fit. 
  
  We paid at our expense for a rescue truck to deliver your products. We did receive notification that they were delivered. We also responded to your credit card charge back with this information. 
  
  We are sorry your delivery was cumbersome. We have made efforts to reduce these types of deliveries in the future.
  
  We hope you have many years of enjoyment from your Bueno Spa

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I purchased a brand new Wellis hot tub model (****) from Aqua Leisure pools and spas in ************ **. It will be 5 weeks this upcoming Thursday (October 5th) since it was delivered. It started leaking from the water fall feature from the very moment it was turned on. In addition, it was noticed a short time later that the ozone valve which is part of the filtration system is also damaged and leaking. *** the director of Operations at Aqua Leisure sent his repair men out to repair the tub and they deemed both parts were cracked and needed to be replaced. After calling *** every few days for 3 weeks with no parts being sent, *** included me on an email to ******************************** the North American Sales Director of Wellis USA on 9/21. **** stated in a return email that day that Wellis USA was moving to a new distribution center in ************ and has 1.5 million parts available. He said although the order for the parts was never sent to *** at Aqua Leisure Wellis would make things right. He was supposed to have the parts shipped on 9/26 to *** at Aqua Leisure but as of today (10/2) there are still no parts. This hot tub cost with tax and delivery $12,561. Its unusable due to it leaking! This purchase was an incredibly expensive purchase for my family. In addition, we added a concrete pad, Gazebo, electrical work and landscaping specifically for this Wellis Hot tub project. What Im seeking is for Wellis to send the replacement water fall part and ozone valve to *** at Aqua Leisure so his team can repair my tub which they are willing and waiting to do. There has been 16 total emails between **** at Wellis, *** at Aqua Leisure and myself. I am so incredibly angry how Wellis has handled this. I just want my tub fixed with new parts since it is brand new and under warranty! Its almost 5 weeks now since it was delivered. Its unusable, leaking and this whole situation has been incredibly stressful!

  

  Business response

  10/06/2023

  The following is in response to complaint; 20687631

  *******************,

  Pursuant to our conversations when we initially spoke, I requested your parts be expedited. We received confirmation from the factory and logistics team that components are being handled. Your parts were put into a list of emergency items to be dispatched immediately.  Main issues that we are dealing with in this scenario.
  
  1.Wellis as a company as very few failures. That being said  we are built on earth not in heaven. As a result, many dealers carry a minimum of emergency parts. As we maintain large inventory, and the parts are readily available. Consequently, your dealer ordered parts when there was a failure.
  2. At the time of the parts order, we were moving our inventory from bonded warehouses to Wellis manned factory run warehouse facility in ************. When your products were requested to be expedited many of them were being packaged/ shipped or in transit to the facility and in que for shipping upon receipt. Many of our dealers bought large amounts of the parts directly prior to this transition. We were moving and transitioning all Skus at the end of Quarter 3. There are a lot of moving parts literally.
  3. As the Director of Sales got involved rather than just referring to the logistics team. I jumped in to resolve. I did not clarify with staff what the transition to the warehouse involved or realistic turn around would look like.
  4. Lastly timing
  

  As a resolution, we have sent parts via air tracking information is in your inbox from DHL. Aqua Leisure has a great track record for service and will get you handled quickly. We stand by our products and are committed to get this resolved in the quickest manner possible.

  We recognize this is a major purchase and your initial experience is very disheartening. I strongly feel once these issues are resolved you will enjoy many years of what tens of thousands of users know what is the premium in the *************. We will follow this along to ensure a timely resolution.

  You have my personal information and are welcome to reach out at any time.

  Regards,

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

   

• Initial Complaint

  04/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Please see my attached word document outlining the complaint, timeline and lack of resolution to date.Please contact me at ************ for any questions, I tried several times to submit the uploaded images of the emails and text messages, but continue to receive an error report so I am trying to submit my complaint again w/o them. Thank you, ****

  

  Business response

  04/26/2023

  The following is in response to complaint 19970767

  I have review the letter sent by ***************** and would like to offer the following.

  Firstly, we at Wellis take great pride in providing great products to our consumers. We consider all of our customers the same regardless of the product channel you purchased through. I would like to offer our sincere apologies for your delivery experience and assure you that we are making every effort to make it right. I was a informed by staff that the service provider will be out to service your Bueno Spa on Thur 4/27. I will personally follow this to ensure it is handled. I have addressed staff and ensured this will happen.

  In regards to your refund amount, We typically offer full refund or a discount when applicable to the situation. In those cases we will refund the amount after the service provider has completed the service need to ensure you are satisfied and don't need to refer to first option. I have authorized the expedited amount to be refunded to you.

  I left a message on your phone with my personal phone number. Feel free to reach out at any time.

  Thank you again for your business and your service. 

  Regards,

  *****************************  Wellis North American Sales Director 

*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. ↩