ComplaintsforDream Maker Spas

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

   

  
  

   

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a Dream Maker spa EZS-UHS—GG and ********* last June I believe . Started making phone calls in July and 10 emails since November for Hot Tub always in OH mode ( over heat ) and sometimes just no power. To start sporadic to no contact then finally someone sent me a new motherboard which appeared to work very briefly before having same problem ever since. Ive got very little use of this hot-tub and was made to fix it myself. My warranty did warrant a technician i guess cause it was past a certain amount of days maybe 30-60 cant remember. It should had been covered since i didn't even receive it on time. Anyway I replaced board and after it stopped working made multiple phone calls with no response cause they stated they have been updating something and started to fall behind in calls. Started to email in November. 10 emails. I have them all. Again sporadic responses. Finally i agreed just to pay for a tech but never a response again . I have a 3000 dollar cereal bowl in my yard since last year. Also have records of all calls on top of emails. To their credit they called recently that i missed but never answered my return call. Im assuming my tub will never get fixed and i was allowed to give them 3000 dollars For a piece of plastic. If no one is gonna fix my tub at least we can stop more people from buying from this company.

  Business response

  06/08/2023

  Good afternoon , 

  The serial # on this tub * ********* is showing that there is no labor active on the warranty however the last communication is showing that on June 7th we spoke to the consumer and sent a free part under the parts warranty only.

  From the last communication this consumer is taken care and has the part to fix their tub. If any other questions please feel free to have consumer reach out to us at 888-768-6772.

  Link of warranty below.

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

  Thank you .

   

   

• Initial Complaint

  01/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We purchased a hot tub from Dreammakers Spas and the cover ripped on both sides very easily, because the fabric was so thin. We were well within warranty, but the company refuses to send a replacement and ignored numerous calls, voicemails and emails. The manager from the location we bought it from has also tried to get our issue resolved and experienced the same run-around that we got with no resolution.

  Business response

  01/25/2023

  Dream Maker has reached out to the customer requesting more pictures . With the response of pictures we have sent them to the manufacturer of the cover.  A new cover replacement in place of the defective product will be shipped in the next 3-5 days.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Dream Maker Hot Tub through ******** Pools. Leslies and Dream Maker no longer are affiliated, and I was told all warranty claims needed to go directly to Dream Maker. I sent the company an email on 12/2/2022, and made two phone calls regarding this claim and I did not receive any return correspondence. The heater element, which is covered under warranty, died and I needed to have a local repair person fix and replace the parts out of pocket. I am seeking reimbursement for the repair cost which was $353.60 I took delivery of the tub in December of 2019

  Business response

  01/25/2023

  Dream Maker Spas will reach out to the consumer and apologize for the inconvenience they had and explain the My Life Warranty.

  We have located the customers information and the My Life warranty states "there is a 1 year labor coverage on the heater assembly" , this would be past the purchase date of 12/2019. 

  If there is any questions please feel free to reach out to us at ************. Thank you .

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a spa from AquaRest spas, same address as DreamMaker, and it was delivered beginning of December. I set up the spa 12/12 and had an issue with the jets. the way the warranty works, buyers are to contact Dream Maker with warranty issues. I phoned them on 12/12 and again on 12/13. I also sent a formal warranty letter to Aqua Rest outlet. I NEVER got a response. I researched the issue on line and resolved it myself. As the water was heating (so no concern with freezing and ruining tub) this was not a concern. Then on 12/31 the electric stopped working. this is a real issue and very concerning because if the water freezes the tub is ruined. I called Dream Maker I left a message on 1/2 (they were closed for holiday) . I called again on 1/3 and left a message. I also contacted Aqua Rest later on 1/3. I had a repair person out at my own expense and they indicated I need a new GFCI cord and it could take awhile to get one. I told the Aqua Rest person this. She informed me that Dream Maker was in the office because she had been emailing them that day and said she would email them with the issue, explain I had been calling and copy some people up the chain so they would respond. They did not respond as of today 1/5. if this does not get repaired my spa could freeze and be ruined. I have told my local repair shop to order the part and intend to repair the spa at my cost. I am concerned if this part takes too long that the spa will freeze. I am sending Aqua Rest a Written warranty complaint for the record today (they are obliviously in the same local and likely owned by same people) . the Spa Owners manual lists that address to send written complaints to. It is not acceptable that these people have not responded to the complaint from 12/12 at all and that they now know of an issue that causes the spa not to heat and have not responded.

  Business response

  01/11/2023

  Dream Maker Spas received the required information on 1/10/2023 to open a warranty claim. The consumer is working directly with the supervisor of the Consumer Care Dept. Dream Maker Spas is committed to resolving this issue with the consumer, according to the stated warranty of the product.

  Business response

  01/19/2023

  Hello,

  Dream Maker Spas is providing warranty coverage for this claim, according to the warranty policy of the product. Our CSR has been in contact with the consumer numerous times, including today 1/19/2023. Dream Maker Spas shipped the necessary parts for repair, and is sourcing a technician in the area to provide service. The parts and labor are covered under warranty. 

  Thank you,

  JaimeLee W*****

  Customer response

  01/24/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18804495, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

*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. ↩