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:04/02/2025

  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.

  I purchased a DreamMaker hot tub through ******************************** on December 9, 2021, for $4,379.99. The spa came with a 5-year shell warranty. Less than 3 years later, it developed a major structural crack that causes significant water loss and renders the spa nearly unusable.This was just the final problem in a long list of defects:The tub was delivered with an incorrect and underpowered pump, which failed intermittently and had to be replaced early.The spa included mismatched and leaking jets, several of which failed over time, contributing to water loss and ongoing usability issues.Most recently, I discovered that 11 of the jet housings had come loose inside the shell, compounding the leak points.Despite months of communication and detailed documentation (photos, video, repair costs, and proof of a professionally built foundation), DreamMaker denied the warranty claim. Their excuse was that the foundation was gravel-basedeven though it is professionally constructed with compacted dirt and gravel, weed barrier, drainage, and 4x4 containment, consistent with decades of industry standards and approved by other major manufacturers (e.g., Jacuzzi).DreamMaker offered only a bare shell replacement if I paid half the freight and moved all components myselflabor I am not qualified or willing to perform. I have since been forced to replace the spa at my own expense. This spa was a lemon from day one, and DreamMaker has failed to stand by their product.

  Business Response

  Date: 04/03/2025

  Mr. ******* reached out to us in October of 2024 expressing his displeasure about a mismatched jet on his spa and having an underperforming pump that he had to replace. Those issues were addressed and in January of 2025 he reached out again, this time expressing there was a leak in his spa. He was demanding that the spa be replaced under California lemon laws.
  
  Upon some discussions Dream Maker sent replacements for ALL the jets in the spa along with gaskets (outside of the warranty) to help assuage the situation, showing our willingness to back up the product. While those jets were being replaced, Mr. ******* discovered that there was a crack on the shell. A claim for the shell portion of the warranty was started. Upon review from the quality department, it was determined that the claim would be denied because the spa was not set up based on our manufacturing suggestions.The spa is to be placed on a solid/flat level foundation. That information is provided on our website, the owners manual and it is also available in the warranty. The spa must be installed in strict accordance with those guidelines for the warranty to be applied. The spa in question was not on a solid/flat foundation.
  
  The warranty for the shell is implicit on what it covers.That is a shell replacement. It also states that the electronics are not covered nor is their removal/replacement. Even though the spa was not set up in accordance with our guidelines and the claim was initially denied, we offered to replace his shell, going above and beyond our procedures. He declined that offer because he had purchased a new spa. A demand for a partial refund and removal cost for the spa was made. That is not something that is within the provisions of the warranty.

  warranty link below

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

  We are and will still uphold our decision of offering the plumbed shell replacement under our warranty guidelines.

   

   

• Initial Complaint

  Date:03/28/2025

  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.

  On Oct 8, 2024 I ordered the Daydream 3500 plug and play spa. In Dec it was tripping the plug and not staying on to run past a few seconds. I contacted the warranty department who sent out a tech and it was repaired. The tech stated there was an internal leak that was dripping onto the control inside cause the malfunction. Fast forward to March 2025 it starts doing the same thing again. I contacted the company and told them it was showing the same issues as last time and they advised me it was no longer covered for labor even though it was the same type issue symptom as prev repaired under warranty. They also explained I would have to remove the panel, and disconnect all these internal parts as part of basic troubleshooting., That seems far beyond basic troubleshooting and if it is the same symptom as before someone should come out to see at their cost. I should not have had 2 issues within 5 months of spending over $4,000 for a spa. That is unacceptable. It needs to either be repaired at their cost or replaced.

  Business Response

  Date: 04/01/2025

  The product is accompanied with a 90 day labor warranty and 1 year parts. In December 2024, the claim fell under the 90 day warranty time period. The manufacturer contracted a technician, sent parts, and received confirmation from the technician that the issue was remedied. The ozonator was leaking. The technician replaced the ozonator along with additional electrical equipment. The product was confirmed in working order in Dec 2024. Now in March of 2025, the labor portion of the warranty has expired. Out of goodwill, the manufacturer will dispatch a technician for a service call to inspect the product. The manufacturer is actively working with the consumer and technician to find root cause and remedy. 

• Initial Complaint

  Date:02/05/2025

  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.

  We purchased a spa. Within 90 days it stopped working. Because it was winter, further damage was threatened as parts can break if water freezes within the pump, heater or tubing. The company provided inconsistent technical guidance over the phone, and also initially declined to offer warranty on parts due to freezing, citing an exclusion in the Operations Manual that does not exist on the warranty document. The ultimate problem required a technician that they initially declined to send despite a 90 day labor warranty. I had to call the distributor who then pressured Dream Maker Spas. They subsequently agreed to send a technician. They guaranteed the technician would have a warranty on their labor; he did not and refused. They refused to comply with their guarantee. They verbally agreed to extend warranty on parts based on arrival date of new parts but have avoided sending written confirmation. There are other basic business principles that have been violated. - Technicians on the phone providing blatantly contradictory guidance - Technicians on the phone denying the existence of error codes appearing on our product and in our owners manual - Utilizing an incorrect mailing address for the initial spa and subsequent parts despite me calling several times to correct their mailing address

  Business Response

  Date: 02/07/2025

  This consumer purchased the product from a 3rd party seller and contacted us shortly upon receiving the product. The consumer filled her spa during a cold snap (below 30F degrees), allowing the product to freeze, causing it to malfunction. The warranty of the product includes 90 days of labor, and 1 year of parts, however it becomes void when not installed properly.

  On January 22nd, our company agreed to ship parts to the consumer at no charge, out of goodwill. As well, the labor portion of the service call was also covered, no charge to the consumer. At this point in time, the company has gone above and beyond the stated warranty. The consumer is now having error codes on their hot tub due to overfilling the hot tub. It has been determined this is not a warranty issue or manufacturer defect. 

  The warranty of the product can be viewed at ************************************************************************;

   

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22901402
  
  I am rejecting this response because:
  

  The report that we filled it during freezing temperatures is wrong. As I told them MANY TIMES originally, we filled the spa on December 1, the weather was in the 30s. The spa had been working properly for 6 weeks and suddenly stopped heating. We called the company and spoke to someone who gave us incomplete recommendations about how much to do and resisted calling a technician. Thus we had to empty it and let it sit overnight in 10* weather. We did not fill it in 10* weather - I do not know why they remain attached to a version of the story where I somehow filled it for the first time in January during a cold snap. The spa was ordered in October and arrived in November and we filled it **********, my spouse's birthday. We had to call them repeatedly and then finally called the distributor who then called Dream Maker for us. This pressure from the distributor is what finally prompted them to send a technician. 

  They guaranteed that the technician would offer a warranty on their labor. They do not. I reported this to Dream Maker, they said they never promised me a warranty on the technician's labor. 

  It has been ~2wks since the technician came. We are still having problems. The spa is now OVERheating and it shut down spontaneously. Fortunately, I went out in the evening to check on it and the water temp was in the 60s. Could it have dropped overnight further and resulted in freezing damage? Absolutely. I should not have to check on this product morning and night to make sure it is working. I have tried to message them about this new problem and I have had no response. 

  I am worried about how many customers they have swindled. On the phone, they told me the one-page warranty does not list icing as an exclusion to the warranty because it is in the operations manual and that I should have read the operations manual in full before purchasing to know the full limits of the warranty. This is a direct violation of the *** regulations around warranties--the warranty must contain all information about the warranty. 

  I would never recommend this product or the company and if I could I would return this product. 

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

  Business Response

  Date: 02/20/2025

  Our records indicate the first phone call with the consumer it was shared they tub was filled in freezing temperatures. Our **** makes notes of the information on warranty claims while on the phone with consumers and this was documented. The original claim was reporting ***** codes which indicate flow issues within the hoses. With the information provided it was determined the flow issues were due to freezing water/ice blockage in the hoses. DreamMaker has paid for the service call on this claim and received confirmation from the contracted technician that the spa is working correctly. The pump, pack and heater were all replaced, and water flow resumed.

  The consumer is now having a separate issue of overheating, in which our customer service supervisor reached out on 2/19/2025 to assist with resolution. We stand behind our warranty and will assist based on our stated policy. 

• Initial Complaint

  Date:08/05/2024

  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.

  I have had a Dream maker Spa for several years now. They were kind enough to provide me with a new Spa under warranty that had a leak in the shell about 3gears years ago,and extended a new emailed /written warranty on the replacement tub.Howevef after about the same length of time this new tub has a leak also.I did everything I could with the troubleshooting that they provided,which was quite the feat as I am a Senior citizen.I submitted approx 15 pictures an 25 or so emails to A **************He refused to agree that there was indeed evidence of a leak Even after he stated he was Not the decision maker .I requested in email format several times to escalate to who ever was the decision maker to look at my evidence a leak in the shell (based on the trouble shooting they advised me to do)Something that Maybe is arbitrary but same thing happened after 3years or so with the previous tub.I even offered to pay the 1/2 freight cost .,as I know this is a cost to the manufacturer but this is not right.I believe Dream Maker spas does indeed have a bigger problem with leaks than they are recognizing an backing up with there 5 year warranty.I simply would like them to back up there product an do what is fair to the consumer.Thank you for your help!

  Business Response

  Date: 08/07/2024

  The consumer purchased an AR600 hot tub in November of 2016. The product comes with a 90 day labor warranty, a 1 year parts warranty, and a 5 year hot tub shell warranty. In October 2020, the consumer experienced a crack in the shell, and provided the necessary information to file the warranty claim, including photos of the crack in the shell. The company shipped a new hot tub to the consumer in February 2021 to remedy the issue and honor the warranty claim. The warranty is honored from the original date of purchase (November 2016). The recent claim the consumer filed is well outside the 5 year warranty period, as well, the consumer has not provided photos of the crack in the shell. It is recommended to hire a hot tub technician to evaluate the hot tub, and if a crack in the shell is found, provide photos to the manufacturer. Once photos of the crack are received, the manufacturer will proceed with a replacement shell, even though the 5 year time frame has lapsed. At this time it is undetermined if the tub is leaking from plumbing parts, or other sources as the necessary information has not been provided, as stated in the warranty. Please find copy of the warranty attached. 

• Initial Complaint

  Date:06/06/2024

  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.

  We purchased a dreammaker hot tub from the Hot tub people in ************ in Feb 2022 and had it delivered May 2022, less than 2 years later in Jan 2024 we noticed a leak, water loss in the hot tub. After paying someone $700 to come and figure out the cause it was found that there was a crack in the bottom of the shell by one of the seams-manufacturer defect. (They had to come twice-first time they needed to winterize it as we were going on vacation and didnt have time to investigate the cause, 2nd time they investigated) We contacted the Hot tub place to submit a warranty claim, we were then told that the manufacturer would only replace the shell and we would need to pay $700 for shipping and also need to pay for someone to remove the pump and panels from the existing hot tub and put them into the new shell at a cost of approx another $200..so basically in order to get this covered under warranty we need to spend $900. Plus the $700 weve already spentWhy are we being asked to pay for shipping? That should be something that is included in the warranty..the Hot tub people where we bought the hot tub hasnt been much help either and wont cover the cost of the shipping. We were not told about the hidden costs of the warranty when we bought the tub, simply that it was 5 years on the shell and 1 year for the pump/electronics, I emailed the manufacturer twice and have never heard a response back, great customer service.. I dont think we should have to pay for the shipping cost of the new shell, this should be covered by the manufacturer. I would be willing to pay for the removal and reinstall of the pump and panels.

  Business Response

  Date: 06/13/2024

  The DreamMaker Spas warranty is a public document that can be found at www.dreammakerspas.com in the owners section. It is unfortunate the retailer did not share this information at time of sale, it is never our intent for the warranty to be a surprise to a consumer.

  The warranty states if a shell claim is authorized, the freight is the responsibility of the consumer: In the case of a shell repair or replacement, Dream Maker will, at its option, repair or replace the shell portion of the spa, at the factory, at the spa installation site or at a local authorized repair station. The shell portion consists of the polyethylene shell and plumbing of jets, harness, insulating foam. The shell portion excludes electrical equipment, panels, cover, filter, etc. Any freight costs incurred will be the responsibility of the original purchaser. 

   DreamMaker Spas has gone above and beyond with this claim and covered 100% of the freight from *****************, to the *******, ****** warehouse. The freight portion from the Ontario Canada warehouse to the consumer is $700, and we are asking the consumer to pay 50% of this cost, instead of 100%. If the consumer would like to proceed with the warranty claim, please reach out to the retailer they purchased from to have the claim actioned. 

  Customer Answer

  Date: 06/14/2024

   
  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.  I have contacted the store that I purchased the hot tub from and we are working on the claim. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/26/2024

  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.

  Purchased the spa in late 2021, in mid year 2023 we started having problems with the controls and heater not working, they told us it was the heater, we bought a new heater for $600 and after installing it wouldn't turn on, they told us to buy control panel, we did and that wasn't it, now they say we have to buy a $400 mother board.....and Nothing was covered by warranty, we have essentially replaced at the mechanics. I have multiple emails back and forth w Iris, this is horrible to have to replace this many parts within just couple years. Horrible quality.

  Business Response

  Date: 04/29/2024

  The consumer purchased a hot tub in June of 2021. The warranty of the product is 1 year on parts. Please find copy of the warranty attached. 

  The consumer reached out to our ********************* in August of 2023, well outside the warranty period. The *** provided some basic troubleshooting advice and also explained to more accurately diagnose the issue, it was best to contact a hot tub technician in their area so they can test the electrical components of the unit (stated August 2023 and again in September 2023 via email). The consumer did not purchase a heater from our company. However, DreamMaker provided a free topside control in September 2023 out of goodwill (warranty timeframe had lapsed). 

  At this point in time, it is highly recommended to hire a hot tub technician to ensure diagnosis is accurate. From there, the consumer can purchase any necessary replacement parts from our website, or call us at ************ and we can assist with processing an order. The consumer will be responsible for the cost of the parts as the warranty period ended in June of 2022. 

• Initial Complaint

  Date:04/01/2024

  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.

  We purchased a Dream Maker Spa from a local pool retailer and had it delivered in October 2023. We noted several issues with the control panel (buttons to turn on the jets would not respond when pressed - even repeatedly), and the cover was not the correct size for the spa. The retailer arranged 3 different service calls to address/fix the control panel - at the last service call we were told that "sometimes it takes a while for the control pad to loosen *********** out". In January 2024 we noticed a bulge in the floor of the ******** drained it, took a video, and sent it to Dream Maker. We were told that "When the spa is sprayed with foam there could be times when the person doing it has sprayed too much in a certain area which would cause the bulging. That would not affect the integrity of the spa."I sent several emails and left several voicemails for Dream Maker. After approximately 6 weeks, they finally responded and referred us to the retailer we purchased the spa from. The retailer is claiming they are not responsible as it is a structural defect with the spa that occurred because of how it was manufactured.

  Business Response

  Date: 04/09/2024

  As the manufacturer, we stand behind the warranty for the product. Please see copy of warranty here ************************************************************************************************;

  Parts and labor are covered for 1 year. As for the shell, it is warrantied against water loss due to a crack in the polyethylene. 

  The retailer has requested to service the product however has not received approval from the consumer. We recommend allowing the retailer to service the product. 

• Initial Complaint

  Date:08/21/2023

  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 SCM Relaxation of Myrtle Beach SC in March 2023. The tub was delivered the third week of March. Immediately there were problems with the bluetooth speakers. The company sent out three different repairmen. Then the left side jets went out, then the control panel went out. Finally, they agreed to send a new tub in May. After about a week, one of the pumps went out. They sent another repairman out to replace the pump. He put the wrong pump in and blew my electric. Finally they were able to install the correct pump. The cover which came with the tub began to come unsewn. I contacted the dealer and we sent pictures along to the factory. I waited another month and was told that my claim was denied for the cover. I contacted the factory and was told that they do not handle any claims for the covers they sell with their tubs. I was told that I would have to contact ******** Spa Covers. When I did I was told they never received my claim. After resending them myself, I was told that I had to pay $70.00 to mail the cover back to them and they would resew it. When I contacted them to let them know this was not acceptable and asked them to look at the fading of the cover in such a short time even though I protected with the fabric protection the dealer supplied, ******** said nothing should have been put on the cover. Back to the tub, it is so cheaply made and unreliable. According to the dealer, the factory covers nothing even though they have a 1/5 year warranty. I want a new cover.

  Business Response

  Date: 08/23/2023

  The consumer purchased the tub through *** **********, in which they **** *********** provide warranty service for the product. The cover claim was initially denied due to the cover being torn, which is not a manufacturer defect. *** ********** went ahead and purchased the cover skin for $70 for the consumer out of goodwill. The consumer should have the new skin to remedy the issue. 

  As for the hot tub itself, we do not show any open warranty claims, as the issues presented were remedied by the local dealer, *** **********.

  Dream Maker Spas stands behind our product and honors the warranty should a claim be filed. 

• Initial Complaint

  Date:06/08/2023

  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 SCM Relaxtion Spa made by DreamMakers in Lake Mary, Fl. on7/29/2020. This has a 5 year warranty. Recently I noticed leaking around the bottom of the tub. We contacted a service man- Barry Hayes with Spasavers. He informed us that there was a crack in the shell, that it was under warranty & would be replaced. He told us to call the manufacturer as it was a defect. I called Dream Maker Spas and spoke with David V******. Told us to send pictures etc. Our claim was approved. He said we would receive a plumbed shell, have to pay half of freight & hire an electrician to plumb the whole SPA. WHAT? Very unsatisfied. Meaning I'd have to pay over $1000.00 to get my SPA. I bought this SPA as I am disabled. I feel the Cost should be paid by DreamMakers as it's under warranty. I feel I was ripped off & taken advantage of. Do not recommend buying a Spa made by them. Spa is not even 2 years old yet. Dissatisfied would like them to pay for the total cost of getting this resolved. Attached are pictures of the SPA & crack is shown by the toothpicks sticking out of the shell, to show location of crack.

  Business Response

  Date: 06/22/2023

  As the manufacturer, we have a warranty policy to follow. We have followed the policy as well as reviewed it with the consumer. The consumer is not satisfied with our stated warranty, however this is the warranty that is provided with the product he purchased. For the hot tub industry, this warranty goes above and beyond others, as some manufacturers do not cover any freight costs at all. 

  Here is a copy of the warranty. 

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

  At this time, we are able to proceed with the warranty claim, if the client choses to move forward. 

• Initial Complaint

  Date:06/08/2023

  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.

  Contacted co 1 month after getting spa from dreamaker spas. Order ***********. Valve in unit needed replacement. After time co said I was out of warranty. Unit was purchased through wayfair Co. They do not support the warranty.

  Business Response

  Date: 06/08/2023

   

  Mr. ***** did reach out to us on 9/26/2022 with an issue occurring with a waterfall valve. Although the part is not under warranty, it was sent. These control valves are considered wear and tear items and are listed under the warranty for ******** **** as such. We have helped Mr. ***** by sending the part but labor is not covered as it is not part of the warranty for this item. Dream Maker is upholding its warranty terms.

  Warranty link below:

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

  Thank you.