ComplaintsforSpa World Corporation

• Initial Complaint

  04/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered on 4/4/2024. Immediately paid the $85.00 over the phone. 20 days later and they still have not shipped the parts from the warehouse. Called 4 times and was told the manager taking them to the post office. Also on a later call, the manager was notified and was supposed to call back but never did. Have demanded to speak to the manager and they refuse to put one on. Only will give you "They will call you back".

  

  Business response

  04/24/2024

  We already spoke to the customer and the order is on the way. 
  
  FedEx Tracking# 273838542338 - Expected delivery is Monday 4/29/2024

• Initial Complaint

  12/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The listing on the walk in tub we bought said that it included ten (10) clear silicone tubes, double sided adhesive strips and two (2) caulking tubes which we never received and now they are telling us that they wont send them or compensate us for them.

  Customer response

  12/06/2023

  Home Products is telling me that they will not compensate us for the missing **** and adhesive stating it was a listing error.  I told them that I didnt care because it was their mistake and I bought the tub because all those items were included.  They need to compensate us at least with a **** gift card to cover the cost of the missing items 

  

  Business response

  12/07/2023

   (10) clear silicone tubes, double sided adhesive strips and two (2) caulking tubes was indeed a listing error. Additionally, the customer did not pay for these, they were FREE. At this time, we are unable to send the materials wrongly announced in the listing. 

  Customer response

  12/12/2023

   
  Complaint: 20944034
  
  I am rejecting this response because:Ive read the response from Spa World and those items were not free!   I paid for them as part of the order.  The order listed all those items included in the purchase of the tub. Nothing in the listing says they were free!   Now they are saying it was a listing error which is their fault, not mine.  I told them to give me a **** Gift card to replace the missing caulk tubes. They need to make this right!
  
  Sincerely,
  
  *********************************

  

  Business response

  12/12/2023

  As stated, we sold a Tub. The listing error mentioned we were also including some items that are not included not available, will not be sent out. 
  
  In an effort to assist, the customer can contact us, and provide a receipt of purchasing the calking/silicone tubes to be reimbursed upon approval. Thank you for understanding. 

  Customer response

  12/13/2023

  Ive attached the receipt sent to SW Corp for reimbursement.  If you cant view and need it let me know  

   

  thank you 

   

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an extended warranty for $450 on this walk-in tub which we paid $5,000 for. The tub developed a problem it blew the aromatherapy cap off and the cap went flying across the room. One month ago I contacted SW to try to arrange for a repair under the warranty. They consistently put me on hold for 15 minutes at a time while I tried to deal with this. Eventually after a month of back and forth which involved perhaps 20 emails they sent the parts to effectuate the repair along with a form they want to filled out with the estimate which they want to approve ahead of time. This is not a practical arrangement as it would require a plumber to make two trips for which he would charge. The warranty explicitly states they will not pay travel cost. I have been in touch with them trying to get them to approve a warranty repair without having to fill out and submit the form and wait while they approved it. The response to this request was to put me on hold for 45 minutes. I'm still waiting for them to call me back with approval so that the plumber can make this installation. These folks have been very difficult I would never do business with them again and they don't seem quite honest as they refuse to answer the phone if they don't like what you're going to say.I finally got some action when I suggested to them that I would file a lawsuit and ask to be made as I was. At this time they have not responded.I'd be happy if you would advise.

  

  Business response

  11/28/2023

  The completion of the quote form is imperative for the processing of labor costs payment. Without the completed form, our ability to provide assistance may be hindered.
  
  Regarding the concern raised, I couldn't locate an associated order. To expedite resolution, could you please furnish the order number? Once received, I will promptly arrange for a technician to reach out and provide immediate assistance.

  Customer response

  11/28/2023

   
  Complaint: 20896711
  
  I am rejecting this response because: I have been jumping through hoops for these people for a month and more. I am not jumping through anymore hoops. They say they have to have a form to honor the warranty but that is not in the warranty contract which I provided you. We will go according to the contract. The contract says they will reimburse me it does not say anything about giving them a quote ahead of time

  I'm happy to provide them with a quote if they give me a call but I am not going to submit their form. I never agreed to do any such thing.

  My case number is ******. These people darn well know who I am. They also know for a fact that I have the extended warranty.

  I'm not jumping any through any more hoops I want this repaired right away.

   

  I will sue

  They want a hundred bucks to come take a look. If their build is refused I'm out the money because the warranty says travel will not be paid for.

  This whole business with the form they have to have submitted is an attempt to deny the terms of the warranty.

  I will hire a lawyer and ask to be made as I was before in court if they do not pay for this repair

  
  
  Sincerely,
  
  ******************************* Read

  

  Business response

  12/01/2023

  We respond to ****s of customers, we are unaware of who a customer is unless they properly provide an order number. Please note, our company policy is to fill out the quote form and submit it for approval. Unless this customer is willing to follow our process, we are unable to help. 

• Initial Complaint

  09/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 7 /24/2023 I ordered a walk-in tub.I was quoted $11,699.00 installed.now the contractor they supplied will not install it because Spa World will not supply him with a contract.They will not return his or my phone calls or emails.I have a tub in my garage since 8/20 2023.

  

  Business response

  10/03/2023

  We spoke to the customer and we will be calling the installer immediately (today), to resolve any pending issue and ensure the tub is properly installed. 

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bathtub on August 1st 2023. The order Shipped and the company is unable to locate the product. They have refused to reorder or give us a refund.

  

  Business response

  09/13/2023

  We would never refuse to provide order information or refund any customer. I checked ************************* in our system and there isn't an order under this customer's name. If given an order number--we will gladly provide valid information regarding the order. This statement is entirely false. 

  Customer response

  09/13/2023

  Sounds like they looked for my order about as long as they spent looking for my product. 

  Customer response

  09/13/2023

  included is my paid receipt

  Customer response

  09/15/2023

   
  Complaint: 20597418
  
  I am rejecting this response because: I still have no product or refund.
  
  Sincerely,
  
  *************************

  

  Business response

  09/26/2023

  Now that an order number was provided-- we were able to find the order. 
  
  This order was DELIVERED to this customer using Road Runner Transportation. 
  
  Link: ******************************************************

  BOL #: 22357924

  09/15/2023 12:00 PM Appointment set for delivery to consignee on 09/19/23
  09/19/2023 10:44 AM Shipment out for delivery from ******, **
  09/19/2023 01:57 PM Shipment delivered to consignee

  In case of still needing a refund, this customer is to return the merchandise back, at which point we will gladly issue a full refund. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a shower panel, specifically model SP-AZ022, order 113-5264586-5646658, at a cost exceeding $400.00. Upon its installation, I encountered a significant issue: only the spout functioned properly, while the shower head, hand wand, and body jets remained non-functional.In March, I reached out to the technical support team, engaging in a month-long troubleshooting process that involved sharing pictures and videos illustrating the product's malfunction. After careful assessment, the technical support team recommended a function cartridge replacement. However, they explained that this replacement would not be covered by the warranty due to my modification during the troubleshooting process, which I completely understood.Following their guidance, on June 26, I placed an order for the suggested part under order #SOS2804253. Unfortunately, after waiting for three weeks, I received an incorrect part designed for a different model system. I promptly contacted customer service, providing them with the requested pictures of both the received part and my shower panel. This process repeated itself, with another incorrect part arriving nearly three weeks later.I called the back, a new case, CASE34511, was opened on August 21, and I was asked to supply pictures of the incorrectly sent parts. Since then, I have made frequent calls to inquire about the status of the part. Regrettably, despite numerous assurances, I have yet to receive any meaningful update. I have also requested to speak with a supervisor, but they have consistently been unavailable.My only request is for the correct part to be promptly dispatched to me. Alternatively, I would appreciate either a replacement shower panel or a refund for the shower panel purchase. Regrettably, I cannot cancel the part order, as I have invested a substantial amount of money into this shower panel.

  

  Business response

  09/07/2023

  This order is from 2021, mentioning installation comments have nothing to do with what is happening at this time. It is clear we've been trying to resolve the issue for this customer. Parts are subject to availability. We will have our team reach out again and offer a final solution which would be selling a brand new unit at a good discount. To be clear, the warranty is only for parts, and parts are subject to being available. 

  Customer response

  09/07/2023

   
  Complaint: 20563029
  
  I am rejecting this response because: I have to install the part and make sure it's the correct one. It took me complaining here at BBB for someone  to call me.

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

  

  Business response

  09/07/2023

  If we weren't assisting, how did this customer receive multiple parts, correctly. The only way to receive parts is if we receive a call and we assist. That said, the last statement is false, we've been in contact trying to resolve the issue just like we do with every single customer. 
  
  Now that this issue is corrected, the part sent worked and the issue is resolved, please close this case. 

  Customer response

  09/08/2023

   
  Complaint: 20563029
  
  I am rejecting this response due to several reasons:

  
  Firstly, as previously mentioned, I will proceed with the installation of the part once I am able to shut off the main household water supply.
  The issue at hand with this company lies in their apparent lack of understanding of customer service, a fact that is evident not only from my personal experience but also from their responses on this forum. It is clear that they are failing to take responsibility for their mistakes. I had to resort to filing a complaint with the Better Business Bureau just to get someone to contact me. It's worth noting that I placed my order for the part a staggering 2.5 months ago, and yet they still managed to send the incorrect item. The only reason they acknowledged this mistake was because one of their knowledgeable representatives called me, worked with me, and informed me that although the part was not what I originally ordered, it could still be used as it included the component I needed. It is disheartening that nobody else within the company noticed this discrepancy.

  In short: I ordered function cartridge and I received faucet body 2, twice 2.5 months ago. Someone called me yesterday and explained to me that I could the faucet body as it includes the cartridge. I will install it when time permits and close the case when the part is working.  

   

• Initial Complaint

  08/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They are false advertising their products on the website and shipping bad quality products to the client. The product thats on the website and the quality shown is not the same as they deliver. When you try to deliver the product they charge you for the return shipping. When its their own fault.

  

  Business response

  08/18/2023

  At our company, we take great pride in ensuring that the products we deliver align precisely with the specifications as advertised. Our commitment to transparency and customer satisfaction is underscored by our comprehensive return policy, which serves as a testament to the confidence we have in our offerings.
  
  In the event that a customer finds it necessary to return a product due to a change of preference, we would like to bring to your attention that a nominal restocking fee of 20% will be applicable. This policy has been thoughtfully established to address the associated operational costs incurred during the shipping and return process. 
  
  We encourage you to familiarize yourself with the details of our return policy, which are thoroughly delineated on our official website under the dedicated section labeled "RETURN POLICY". This repository of information provides a comprehensive overview of the terms and conditions governing returns and associated fees.
  
  Please let us know if there is anything else we can help clarify. Thank you for your patience. 

  Customer response

  08/28/2023

   
  Complaint: 20490280
  
  I am rejecting this response because the quality of edited photos they post on the website and the product quality is not the same. I should be offered a free return or some sort of a adjustment if i am forced to keep the product. I have contact your support but no resolution. If you advertise a quality your shipped product should be the same and if the client is not happy with the quality he should be allowed a return at to extra cost. This is what the ask was. 
  
  Sincerely,
  
  *****************************

  

  Business response

  08/29/2023

  Any customer that is not content with the product can use our free hassle 30 days return policy. In addition, we offer a limited LIFETIME WARRANTY to assist any customer with any issues with the product. Please feelf ree to contact ***** at any given time with issues and concerns to immediately help resolve any inconvenience. 
  
  Thank you for your patience and understanding.

  Customer response

  09/05/2023

   
  Complaint: 20490280
  
  I am rejecting this response because i tried to return and they wanted me to pay for shipping that should not be my fault and have free return be free return not subject to a huge charge. If the quality is not good should be able to return for free. not be responsible for shipping costs. No other manufacture does that if the product is not up to customers satisfaction. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received the walk-in tub as described, at face value. Upon attempting installation, found out the faucet handle could not be installed properly because the drain pump assembly was blocking the hole where the handle belongs, the wiring for the air, water, and lights was jumbled, and the drain pump lever was frozen, which forced the user to manually drain the tub. Additionally, the tub was missing a magnet for holding the access panel in place, and it was missing the neck rest pillow. Have had many emails and phone calls with this company; most are repetitive and I have had to re-explain every facet of the issues each time I've called, and had to TELL them to look at the case/order history before giving me uninformed answers. Finally got everything fixed and submitted the invoice from the installer (as advised), only to have them tell me they're not reimbursing me for anything but a $4 plastic cap we ended up not needing. This company is not standing behind their product at all, and clearly expects the customer to fix all the manufacturing defects at their own expense. I've read the reviews here and online, and it seems like everyone who does business with this company regrets it. I am one of those people. How they have an "A+" rating from the BBB is baffling. Look at the reviews here and everywhere else! This is a horrible company. I don't even know how they stay in business! Requesting assistance with reimbursement for repairs to this tub that never should have left the factory. They should be embarrassed.

  

  Business response

  08/18/2023

  We sincerely appreciate your correspondence and value the opportunity to address your concerns regarding our warranty policies. It is our steadfast commitment to uphold the integrity of our warranties, and we are dedicated to providing our customers with a seamless experience throughout the warranty period.
  
  Our standard warranty package entails provisions for parts and labor costs for a duration of one year and up to 90 days respectively. This commitment underscores our dedication to maintaining the functionality and performance of our products, thereby ensuring your continued satisfaction.
  
  In instances where labor costs are incurred, we do honor our commitment to cover them within the stipulated 90-day labor cost policy. However, it is important to clarify that this coverage is contingent upon adherence to the specified timeframe outlined in our policy documentation. We want to ensure complete transparency and fairness to all parties involved.
  
  In order to further assist you and validate the details of your complaint, we kindly request additional information such as the order or case number associated with the reported matter. This information will enable us to verify the specifics of the transaction and the steps taken thus far, ensuring that no further action is required to address your concerns effectively.
  
  Your satisfaction is of paramount importance to us, and we remain steadfast in our commitment to resolving this matter in a timely and satisfactory manner. Please provide the relevant order or case number at your earliest convenience so that we can proceed with the necessary steps to ensure your peace of mind.
  
  Thank you for your understanding and cooperation. We look forward to the opportunity to serve you better.
  
  

  Customer response

  08/21/2023

   
  Complaint: 20457091
  
  I am rejecting this response because:
  Case #*****, warranty order #SOS2807299, ********** Online Order #WE19641604

  Internet #
  203755045
  Model #
  HD2953WCARWD
  UPC Code #
  ************
  Store SO SKU #
  1000056546

  SW Corp sent to me replacement parts for the product. These parts had to be retrofitted, which means the original, factory-installed parts had to be removed. They are trying to tell me I didnt fill out a quote form prior to having the work done. Inherent to providing parts for repair is the fact that it will cost money to fix the manufacturers poor workmanship. Additionally, at the beginning of our (now 37 messages and counting) communications on this subject, ******************* advised I would be reimbursed. 
  SW Corp has ALL the traffic with supporting documentation. 
  Sincerely,
  
  *******************

  Customer response

  08/21/2023

  Receipt for repairs attached 

  

  Business response

  08/28/2023

  Please note this customer mention a cap to place on holes and create other holes. We offered to refund for the cap since that was what was being done. Nothing was mentioned on requesting a refund for replacing a 3-way diverter and everything else that was done. We certainly are unable to pay the requested $1245 for installing a faucet and 3-way diverter, without approval, the quote form we sent was never filled out and the job was done outside of our process since no approval was issued due to the form never being returned to us. 
  
  At this time, we will gladly cover the regular cost of replacing a 3-way diverter valve and having to redo tub holes, which will be no more than $250. If accepted, the customer can give us a call and mention this approval.

  Customer response

  09/05/2023

   
  Complaint: 20457091
  
  I am rejecting this response because:

  Called the vendor, as instructed. Spoke with ***** (service technician said, '...close enough...' when I repeated his name back to him) a few minutes ago, as ****** was not available. "*****" indicated SW Corp's records showed approval for a $245.00 refund as opposed to the $250.00 in their response to the BBB. Considering $250.00 is only a small portion of the cost of the repairs for the walk-in tub, I will NOT settle for anything less. This company has created inexcusable headaches and construction delays due to complete and utter incompetence, not to mention lying (or just playing dumb) at every turn. They're not going to get away with short-changing us on what is already a ridiculously low offer. As it stands, I'll only accept the $250.00 refund because I am THAT sick and tired of dealing with them--which I'm sure is what they're hoping for. 

  Per "*****'s" guidance, I am also emailing SW Corp with this same information (the disparity between their records and their response to the BBB). I do not trust them to follow through with the refund if I send an acceptance to the BBB, and I do not want to start this **************** again.

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

  Customer response

  09/05/2023

  On 8/14/23, after following up on my reimbursement request for repairs (no one from SW corp had responded in three weeks), I was advised by ****** that a "quote form" had to have been submitted prior to any requests for reimbursement. **** I asked for a quote form, he said it was too late because the work had already been done "outside their process", but that I would have had to ask a customer service rep. **** I messaged customer service, they indicated I had to speak with the tech department (which is ******). They must've received notice of my BBB complaint that day, because I received an email from ****** with a quote form attached that afternoon. The quote form had inaccurate (minimized and marginalized) information on it, so I updated/corrected it to reflect the work actually completed. Retroactively completed quote form is attached for your records. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Apr 21, 2023 placed order # SOS2786828 with SWCorp Tub and paid $4484.20. Repeated emails, phone calls, with no replies and no updates until finally the sales person called me back on Jun 25, 2023 - more than 2 months after the order, telling me that there were quality control issues and they could not produce the tub. We already spend significant funds with *********** and contractor to create an enclosure for that specific tub. Beyond a full refunds, we are seeking compensation of $3000 to cover those expenses, for which we will have to spend again on another tub. The company seems to have no quality control, no method of communication on their process or progress during manufacturing. Seems that customers are an afterthought once they receive funds for an order.

  

  Business response

  06/27/2023

  Hello, 
  
  This customer called our Sales representative and asked us to Cancel this order that he was going to think about it. We provided multiple options to the customer and we also mentioned that we are in the process of fixing our production line, which is the reason why this tub is delayed. We will gladly resell the same exact tub to the customer and send it when build, that would be the only option we offer at this time, since the customer opted to cancel the order yesterday and we fully refunded this order. 
  
  Please let us know if you have any other questions or concerns. 

  Customer response

  06/29/2023

   
  Complaint: 20241280
  
  I am rejecting this response because:

  They kept me in the dark for over 2 months since I paid. The sales person did not return numerous phone calls and emails during that time. Still thinking everything was ok, we spent $3000 to build out the enclosure to accommodate their uniquely designed tub. And now we have learned that they have a production issue - but why did it take over 2 months to communicate this? Because the tub is ********** can't reuse the current build out that we already spent $3000 on. I asked for the refund because they still dont know when or if they can produce this - and yet, they still advertise this tub on their website here is a direct link: ****************************************************************************************************

  I'm asking for either (1) a reimbursement of the $3000 we spent, or (2) a firm date for them to produce this tub and deliver, for which I'll make a new payment for. 

  Sincerely,
  
  Mac Chinsomboon

  

  Business response

  06/29/2023

  Again, this customer chose to cancel the order. We provided an update, stated we could keep the order and send the tub once built, provided options of other models that were ready, the customer chose to cancel and be refunded. We will gladly resell he tub and ship it when available. We are unable to paying anything other than the full refund we already issued, requested by the customer. Thank you. 

  Customer response

  08/24/2023

  Shortly after I filed the original complaint, my sales **** **************** at SWCorp got back to me and told me they had manufacturing issues and then refunded the original amount of $4484.20 (attached). A few weeks later he called and said they were able to make a fix and would be able to give me a discount on the same order, so I accepted and was charged $2484 (attached). **** said that this time he would be on top of this manufacture and would send me photos of the tub during the process. After repeated emails and calls, I finally got an update. Then on Jul 26, **** told me that they are shipping this out and I would receive tracking info - the tracking link did in fact come, but it seems the tub was never picked up or dispatched. So again, I had to call a couple times to get a response and they finally had it picked up on Aug 8. It arrived on Aug 17. Unfortunately, it's (1) damaged - cosmetic and structural, and (2) missing some of the features that are on the order.  Some of the damage might have been caused by the ************ Runner, but it's not certain. I'll detail in bullet points issues in this process:
  1. SWCorp seems to have a disjointed communication system and no one person seems to know where products or even communications are with customers. I would call, and they would "message" **** to call me, or they would have to call their warehouse, etc. Call backs were rare and I would to initiate. 
  2. I dont know if they lack proper packing for their tubs - the tub arrived with no foam, no side protectors, no edge guards, nothing to protect the protruding edges/pipes/hoses/drain/etc - everything was just sticking out. On top of that, it looks like there used to a box that covered it all, but the box was in pieces (see attached photo as it came off the truck) - it seemed like the box got caught in a rain storm, got wet, then disintegrated
  3. One of the drain pipes was broken off, and I think it can be repaired, but SWCorp wont call me back or email me back with any solution. Plus, it seems there was major vibration on the truck, as several screws that were securing the pump to plywood were loose or missing. That then brings the question if there is any other damage that might be latent, or hoses that leak, etc. Due to the vibration, maybe the system wont even last that long - I dont know. 
  4. Plus, they have links of their website with actual dimensions of the tub - and when I asked for a cut-sheet, that is what they said to reference there **************************************************************************************************** and got this: ***********************************************************************************; - the issue is that the dimensions on those cut-sheets do not include for the hoses that stick out. So now we have to have our contractor, that already built the enclosure (way back when we had put in the original order in May) to adjust the size to accommodate. Their specs are not accurate.  
  5. In the order, we have the chromotherpy, aromatherpy, extra heater, and V-jets - none of which seem to appear in the delivered tub. **** said he was on top of this, but it seems no body was.
  So now I have a tub that is different from what was ordered, that has some cosmetic damage, structural drain damage, and unknown latent issues. 

  Customer response

  08/24/2023

  could not attached to the prior

  Customer response

  08/24/2023

  could not attach to the prior 

  Customer response

  08/24/2023

  could not attach to the prior

  Customer response

  08/24/2023

  could not attach to the prior

  Customer response

  08/24/2023

  could not attach to the prior

  

  Business response

  09/11/2023

  This and every customer is made aware that the delivery is curbside. That is the service provided by all third party carriers, something that is mentioned to the customer when a carrier calls to schedule a delivery. Regarding any issues with the tub, we are always open to assist all customers. The customer may give us a call and press 3 for Tech Support to help identify the needed parts and send them immediately. 

  Customer response

  09/11/2023

  This is an update to my prior filed complaint. Original filed on 06/26/2023 for the original order placed on 04/21/2023 - where I paid $4484.20 for a custom tub, and no response nor updates nor callbacks until 06/25/2023 (over 2 months) when I was informed of a defect in their ability to manufacture - so I cancelled the order and asked for a refund as well as compensation for the $3000 I spent on carpentry and plumbing to get my place ready for the unit. New order placed with a discount: On 07/10/2023, ***************, my original sales person, called me and told me that the defect was a "small cometic line" on the tub - I told him to send me a photo and I determined that it was acceptable, and he was able to get me a discount on a new one - so I then proceeded to pay $2484 for the exact same order (new invoice attached - same as prior invoice on 04/21/2023 but at a lower discounted price). He told me that he would send photos throughout the process and would stay on top of the order. I never got any updated photos, but did after lots more badgering from me, on 08/01/2023 he sent me a Tracking number for Road Runner delivery - after getting an error on the tracking site, I called multiple times again for an update, and it seems it was never picked up from the plant, so then again on 08/09/2023 I finally got a tracking number that worked and it left the plant that day (took 8 days before they could figure out that it had never left the factory). On 08/19/2023, the tub finally arrived. Unfortunately, it arrived damaged, and also missing vital components that seems to have not been manufactured on the order. (1) the tub was not properly packaged and it arrived as if the cardboard box was out in the rain and then torn to shreads, (2) bottom pipe broken, screws loose, and (3) several items were missing from the tub - that was supposed to be part of the manufacturing process - the chromo-therpy, aroma-therpy, V-shaped jets, and air heater that was on the order. It was curbside delivery (as expected), so then I had to pay my plumber to bring the tub up to the 3rd floor to test and see if it even works and possibly replaced, since we couldn't leave it outside on the sidewalk. The company has since said they are manufacturing a new one and still awaiting an explanation of why the essential features were not included on this order. And also need them to provide white-glove delivery to the 3rd floor to both drop off the new tub (since I already paid my guys extra to bring it up to get it inside), and also to pick up the prior defective tub that is also on the 3rd floor). Lastly, looking for additional compensation for this additional delay and havoc that is causing on our timeline and additional visits by my plumber (as we all know, plumbers are charging a lot for extra work). 

  Customer response

  09/12/2023

   
  Complaint: 20241280
  
  I am rejecting this response because:This is an update to my prior filed complaint. Original filed on 06/26/2023 for the original order placed on 04/21/2023 - where I paid $4484.20 for a custom tub, and no response nor updates nor callbacks until 06/25/2023 (over 2 months) when I was informed of a defect in their ability to manufacture - so I cancelled the order and asked for a refund as well as compensation for the $3000 I spent on carpentry and plumbing to get my place ready for the unit. New order placed with a discount: On 07/10/2023, ***************, my original sales person, called me and told me that the defect was a "small cometic line" on the tub - I told him to send me a photo and I determined that it was acceptable, and he was able to get me a discount on a new one - so I then proceeded to pay $2484 for the exact same order (new invoice attached - same as prior invoice on 04/21/2023 but at a lower discounted price). He told me that he would send photos throughout the process and would stay on top of the order. I never got any updated photos, but did after lots more badgering from me, on 08/01/2023 he sent me a Tracking number for Road Runner delivery - after getting an error on the tracking site, I called multiple times again for an update, and it seems it was never picked up from the plant, so then again on 08/09/2023 I finally got a tracking number that worked and it left the plant that day (took 8 days before they could figure out that it had never left the factory). On 08/19/2023, the tub finally arrived. Unfortunately, it arrived damaged, and also missing vital components that seems to have not been manufactured on the order. (1) the tub was not properly packaged and it arrived as if the cardboard box was out in the rain and then torn to shreads, (2) bottom pipe broken, screws loose, and (3) several items were missing from the tub - that was supposed to be part of the manufacturing process - the chromo-therpy, aroma-therpy, V-shaped jets, and air heater that was on the order. It was curbside delivery (as expected), so then I had to pay my plumber to bring the tub up to the 3rd floor to test and see if it even works and possibly replaced, since we couldn't leave it outside on the sidewalk. The company has since said they are manufacturing a new one and still awaiting an explanation of why the essential features were not included on this order. And also need them to provide white-glove delivery to the 3rd floor to both drop off the new tub (since I already paid my guys extra to bring it up to get it inside), and also to pick up the prior defective tub that is also on the 3rd floor). Lastly, looking for additional compensation for this additional delay and havoc that is causing on our timeline and additional visits by my plumber (as we all know, plumbers are charging a lot for extra work).
  
  
  Sincerely,
  
  Mac Chinsomboon

  

  Business response

  09/12/2023

  We have provided all information available in regards to this case. At this time, we do not have anything else to add. We will have the sales person give the customer a call to ensure all issues are resolved and assist if needed. 

  Customer response

  09/13/2023

   
  Complaint: 20241280
  
  I am rejecting this response because:

  Yesterday Sep 12, 2023, I received an email from ****** at customer service and he is asking me: "May I know if you received the replacement tub? Please let me know if you still have issues with it."

  But I never received any notification that it has/was shipped, nor inspected before shipping, and no shipping tracking info has been provided. So was it shipped?

  Then later in the day yesterday, I got a phone call from ****** asking to call him back because the replacement tub is defective. I called back this morning and was told that he was on the phone and would call me back. I'm awaiting an update on what this means ... was a defective tub shipped out again? But also I still have no update on how they will deliver and pickup the old defective tub from my 3rd floor ... but now a 2nd defective tub is already on it's way?! I dont understand the level of Q&A here, if any at all. 

  Customer response

  09/14/2023

  It seems customer support has disappeared again and wont return my calls, nor emails. First, they called me earlier this week on Sep 12 and left me a voice mail saying that the "new" replacement tub is defective, but already in transit (how and way is it already in transit without proper QA? or proper notification to me, the customer on "white glove" delivery?). I called back on Sep 13 and Sep 14, along with emails on both days, but no response has been made by customer service. Additionally, according to an email from customer service on Mon Sep 11, that they had shipped the replacement tub (which as noted above, is again defective) - but (1) no tracking number was sent, and (2) still no response on the question on how they are going to both pickup the initially sent and defective tub from my 3rd floor unit, and also deliver the new replacement tub (which as noted above, is again defective) to my 3rd floor unit. 

  Customer response

  09/18/2023

  hi there, i would like to keep this open because they have sent a new manufactured tub, but it has not yet arrived for delivery and so i'm unable to comment if it's resolved yet. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a walk in tub with wall surround, jacuzzi jets and heat. They did not send tub surround. Had to wait 4 weeks more to get this (Case #*****). They sent me the flat wall surround instead of the 4 inch tile wall surround. The tub was tested 3 times by licensed master plumber prior to being installed. Within 2 weeks tub leaked profusely. They wanted videos of the leaks. We had to take ************** them to them (Case #*****). Now those videso weren't good enough so they needed us to mark the leaking areas with an "X" with black marker and take more videos. While on the phone with ***** in the parts department, he is able to spot the 6 leaks and make an order to send me 10 parts, tubing and another motor (#S0S2791499). At this point 8 weeks had gone by since I received my tub. He sends us a labor quote form to have filled out by the plumber because labor is expressly covered by their warranty. Filled out for $750 and they tell me that it is not a reasonable cost. The plumber reduces the labor quote to $600 and can go no lower as it will take hours. Now they only want to cover $250 labor costs because magically they can't see all 6 leaks even though ***** was able to see them. They state they can only see 2 leaks. This was not mentioned in the prior email demanding that I have labor costs reduced. Now they want all new videos. He wants to dictate to me what they are willing to pay. I told him that they sent me a lemon. Now I am going to be out $600 to pay the plumber to fix this lemon of a tub which their warranty says is covered. Since their warranty does say that labor costs are covered in full, I want my labor costs covered in full. I am not paying the plumber to come back out and take any new videos. The leaks were clearly seen by parts ************* clearly repeatedly engages in fraudulent practices. I am disabled and that is why I needed this tub to start with. Please help me by getting them to honor their own warranty.

  

  Business response

  06/29/2023

  The customer reached out stating at least 6 leaks, but sent a video showing2 leaks. Please note these are very small leaks, easily fixed by adding more silicone or adhesive. Based on previous work done, we can only approve a credit of $250 for fixing the small leaks. We sent all the parts needed to replace the jets. 
  
  The job is to be done by a certified plumber, we need proof of the plumber license and confirmation that the job was done entirely to avoid future issues. Once we receive the plumber license, proper documentation showing more than the 2 small leaks sent to us, we can escalate for a better credit, however, based on previous cases, repairing a jet leak is no more than what we have offered.
  
  Please have the customer give us a call at ************ to continue to assist in resolving the current issue. Thank you for your patience.

  Customer response

  07/03/2023

   
  Complaint: 20237136
  
  I am rejecting this response because:

   I have sent your company a total of 8 videos. In the first 4 videos sent to your company, your people proclaimed they could not see any leaks even though they were apparent to anyone who has eyes.  I was told by ***** in parts after weeks of calling and sending emails with no response, to send in more videos this time with the leaks marked in a black marker with an ***.  I did so.  That is why ***** in parts was able to see all 6 of the leaks, order 10 parts, a motor and piping and tubing, which I finally received back on June 8th.  I am not sending you any more videos because I have sent you the proof of the leaks.  I am not spending any more money to pay the plumber to take any more videos. The 2 leaks you keep referring to are major leaks.  The other 4 are slow leaks which take some time to appear as the jets are running.  I am disabled and am not getting on the floor in awkward positions for 20 minutes to wait for some of these leaks to appear just to show you a drip. The videos clearly show all 6 of these leaks AFTER they have started leaking and the evidence is very clear.  There is water dripping in all 6 spots.  Just because it is a slow leak is no excuse for you to reject my video and say that you don't want to pay for them to be fixed but send me the parts anyway.  That is ridiculous.  YOU SENT ME THE PARTS BECAUSE ***** SAW THE 6 LEAKS.  IF YOU DID NOT SEE THE 6 LEAKS THEN ALL 10 PARTS WOULD NOT HAVE BEEN SENT TO ME.  The price to fix all 6 leaks was $600.00.  If you do not like the labor prices in the ***** area which are higher that prices in the rest of the country, do not sell products in these states.  You have sent me a lemon which requires labor costs to be fixed.   You are not holding my tub hostage until you agree on a price.  This process of receiving the parts has taken over 2 months and I am waiting no longer to get my tub fixed.  This job will take over 2 hours to fix which is why the cost is $600.00.  PLUMBERS DO NOT CHARGE BY THE PART THEY CHARGE BY THE HOUR.  The tub leaked after it was checked 3 times prior to installation and is now installed in place which makes it much harder to get to the parts that need to be replaced.  It is not just siliconing things like you said.  It requires parts to be CUT OFF, replaced, glued and siliconed. I am fixing all 6 leaks and you will be receiving the bill for all 6 leaks which costs $600.00. Also since March 21st of this year I am still awaiting a call to address why the wrong tub surround was sent to me.  I ordered the 4 inch tile up surround and was sent the flat surround.  The instructions were even put in the pallet for the 4 inch tile surround.  I paid more for the 4 inch tile surround.  You owe me money back for the difference in the pricing.  THIS IS ABSOLUTELY RIDICULOUS. This shows your company lacks quality control because whoever sent it out knew the surround was flat but added the 4 in tile up directions. Due to SW Corps incompetence in order to use my tub I had to install the flat surround you sent instead of the one I ordered. I have dealt with total incompetence when dealing with your company.  You do not respond to emails or calls.  Your people do not even log when they receive a phone call and ask for a supervisor to call back.  It is ignored.  None of this should be happening when buying a walk in tub.  Your company's response to my problems has be reprehensible and fraudulent.  I have tried 5 times to resend the videos in this response but they are too large.  Provide a direct email address if you want the 4 videos with the *** marks to be resent.  I will not send them to your general email address again because they are always lost and go to the wrong people.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/07/2023

  No leaks were shown, nor do 8 leaks cost $700 to change. We are replacing small jets that take 3 minutes to replace. This case is undergoing, we will reach out and do our best to get proper videos showing more leaks, and we will assist. However, our quote form, SUBJECT TO APPROVAL will be approved for the amount the company deems reasonable. 
  
  We will make another attempt to contact the customer and assist in resolving this ongoing inconvenience. Thank you for your patience. 

  Customer response

  07/07/2023

   
  Complaint: 20237136
  
  I am rejecting this response because:

  First of all, 8 videos in total were sent to your company.  There are SIX leaks not eight.  Nor are we replacing all jets.  Try reading the last response before commenting.  Clearly you did not look up the case number nor the order number that was created before commenting here.  We are replacing parts in the back of the tub, behind the access panel that are leaking.  They include pipes, tubing, elbows and fittings, etc.  They have to be cut off and not just popped out and siliconed.  The pipes have to be cut and replaced with the correct fittings.  YOU HAVE ABSOLUTELY NO IDEA WHAT YOU ARE TALKING ABOUT SO YOU SHOULD NOT BE COMMENTING UNLESS YOU HAVE WATCHED THE VIDEOS LIKE ***** DID. If no leaks were shown as you said in your last response, how did you see 2 leaks in your prior response?  This response you made to the BBB is just utterly ridiculous.  The first 4 videos sent to you via email, your company said they could not tell where it was leaking from.  So I was requested to send in more videos and **** the leaks with a big black "X" in black ****er.  I did so.  Then after weeks and weeks and weeks was able to speak to ***** the parts manager who went over the 4 videos with me by phone that had the big black "X" ****s on the leaks and ***** then ordered 10 parts which included these pipes, elbows, tubing, a blower motor and one jet because it leaked in 3 spots behind the jet.  So yes it does cost $600 (not $700 as you incorrectly stated) to have these parts replaced which takes over two hours to replace.  Plumbers in the ***** area charge more than in ******* and they charge by the hour not by what you think they should charge.  If you don't like the labor charges in our area, do not sell defective tubs in my area.  You also did not reach out to me, ******.  You spoke with my general contractor today.  You admitted to him that you are not a plumber and he told you that if you are not a plumber, how are you going to tell a plumber how to do their job?  You stated to him that you only saw 2 leaks and did not like the price that was quoted to fix the tub.  And no, you will not pay whatever you want to pay, you will pay what I have to pay or I will take you to court.  I have already turned you into the ******* ***************************** for fraud and for not honoring your WRITTEN warranty.  There are lemon laws in this country and you better understand that.  You also stated to my general contractor that I needed more parts.  AGAIN, you have no idea what you are talking about.  I was sent the parts to fix the tub by ***********  Then you even tried to tell my general contractor that we did not test the tub before it was hooked up.  You told him we should have placed it in my living room and test it.  My home is a small 3 bedroom rancher and we are not placing anything in my living room to test. The tub was placed in my bathroom and tested in the bathroom BY MY PLUMBER AND MY GENERAL CONTRACTOR BEFORE it was hooked up and it did not leak.  Your claim we did not test the tub is nonsense.  The tub did not start leaking until 2 weeks after installation.  You need to reach out to me, not my general contractor.  He is not filing this dispute, I AM.  Also he does not speak for me.  You also told him that just the pipes on the back left side were wet (WHICH MEANS YOU SAW THE ADDITIONAL 4 LEAKS YOU ARE DISPUTING BUT LIE ON HERE TO THE BBB) but the floor was not wet behind the tub.  That is absolutely wrong.  The videos clearly show the 2 rapid leaks on the back right side of the tub and the 4 slower leaks on the left side of the tub.  You are grasping at straws trying to make this somehow our fault when you sent me a faulty tub.   Again you have neglected to address sending me the wrong tub surround.  I am still waiting on that response.  You have been given the picture of what you sent which is the flat tub surround and not the 4 inch tile up tub surround that I bought.  You owe me a lot of money back and I am again waiting for your EDUCATED response.  EMAIL ME and I will again send you the 4 videos with the black "X"s ****s on it that ***** saw and you saw since you commented on them to my general contractor today.  I am not taking any new videos as I explained in my last response.  I am disabled and not paying any plumber to take any more videos.  You clearly got all 4 videos with the black "X" ****s on them if you were able to comment on them to my general contractor today.  If ***** could see the leaks, order the parts, and mail me the parts, how come you mysteriously cannot find these videos or see the leaks on the videos?  You are full of ****.  Try looking up Order S0S2791499 and see all of the parts ***** sent me.  I am still waiting on your response to the money owed because $250 is unacceptable labor costs to replace what it costs to fix this faulty defective tub and I am still waiting on your response as to why I have not been called back by a supervisor after receiving the wrong tub surround nor have I received a refund since I paid for the 4 inch tile surround but was given the cheaper flat surround.

  Sincerely,

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

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