ComplaintsforSpa World Corporation

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a tub shower door from this company and within a few months of limited use the glass fell out. Fortunately no one was injured. I contacted the company because the product was still under warranty. They failed to act responsibly and said they would replace the door but I had to pay for shipping. Nowhere in the warranty that I viewed does it say the customer is required to pay for shipping. They provided me with supposed proof but that also said nothing about customer paying for shipping. When I asked again to show me where it's stated they just stopped responding. This product is unsafe so replacement is something I question anyway. I would prefer a refund at this point. The glass is held in place with merely a bead of silicone. As I mentioned repeatedly, they are lucky that they are not facing a lawsuit due to personal injury. They should not be allowed to continue to sell this product. A small child bathing could be killed by the weight of this glass should it land on them. The attitude and lack of adequate response from this company is reprehensible.

  

  Business response

  06/02/2023

  If installed correctly, there is zero reason a shower door would just fell off. We'd like to see proof that the product was installed by a certified licensed installer. 
  
  In regards to our warranty, we will always do our best to assist the customer, but the warranty clearly states shipping is not included. I have attached our LIMITED LIFETIME WARRANTY, please read towards the bottom to find the following statement: 
  
  *Shipping and handling fees as well as labor costs are not covered under the ***** Warranty.
  
  Please let me know if you need anything else. 
  
  

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2018 we purchased a Steam Spa generator model RYT600 for $2004.19. In February of 2023 the heating elements needed to be replaced. We called Spa World Corp. and they told us how to remove and replace the heating elements. The heating elements would not come out of the generator so they could be replaced. So we called a plumber to help us. The plumber told us that the heating elements were defective and could not be removed. He advised us to call the company since it under lifetime warranty for defective parts to replace the generator. After numerous phone calls to Spa World Corp. the best they could do was for them to sell us a new generator for a discounted price. There should be no reason why we should pay for a new generator when defective parts are covered under the warranty. We would appreciate any help resolving this matter. We will attach a copy of the warranty and a pic and video of the defective parts. Thank you for your help,

  

  Business response

  02/16/2023

  Please note our warranty does not include the heating elements. We have provided 2 options to the customer. 
  
  1. Buy the heating elements

  2. Buy a brand new unit at a very cheap rate. 
  
  The customer refused both options and insisted on being sent a brand new unit by only paying a shipping fee o $150. The warranty does not cover the replacement of the entire unit. The heating elements are now defective due to the customer's inability to check them every 6 months as they are supposed to. Due to the inability to check the unit, the heating elements turned extremely damaged. 
  
  At this time, the only option we have for the customer is to sell them a brand new unit for $500. The unit is usually over $2000. 
  
  Please let us know if we can be of more assistance.

  Customer response

  02/16/2023

   
  Complaint: 19405077
  
  I am rejecting this response because:
  1- No where in the warranty does it state that the heating elements are not covered.
  2-No where in the manual under maintenance does it state that we are required to take apart the generator and check the heating elements every 6 months.  
  3- Buying the heating elements will not help us since the parts are defective so we can't get the old ones out.
  4-Buying a new generator even for a discounted price does not seem like a fair resolution for a company not backing their warranty.
  The generator is now useless to us because of these defective parts and the only solution is for the generator to be replaced.
  
  ***** And *******************
  

  

  Business response

  02/17/2023

  Good Morning, 
  
  The warranty mentions all components covered, there is no mention of the heating elements because they are not covered.
  The maintenance of the Heating Elements is mentioned when the sale is made to stress out the importance of checking a component that is under constant heat. The inability to check it once after 5 years caused the resistance to go back beyond repair.
  
  
  We value all customers and try our best to resolve any issues, even in the event of an order not being covered by our warranty. We are willing to send a brand new, updated unit for $500 to the customer. Thank you for your understanding. 

  Customer response

  02/17/2023

   
  Complaint: 19405077
  
  I am rejecting this response because: in the first line of the terms and conditions of the warranty it states as follows:  Steam Spa warants that its steam spa controls, ESSENTIAL COMPONETS, and assessories, installed in ***************** or ****** including without limitations.  We have to both agree that the heating elements are an essential componet to the unit.  As you stated you try to help customers with their problems- we would really appeciate your help in this matter.
  
  Sincerely,
  
  ***** And *******************

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 12/09/2023 an extended warranty from this company for 15 years on the walk in tub I bought from them. I have been calling for the contract to be sent to me for this warranty. They keep telling me they are sending it and still no contract.

  

  Business response

  01/19/2023

  Hello,
  
  What the customer was informed was done. ****************** ****** The documents were sent via **** delivered today. Please assist with closing this case. Thank you for your patience. 

  Customer response

  01/19/2023

   
  Complaint: 18838676
  
  I am rejecting this response because: They are talking about the defective part that they sent out. I am talking about the contract for the 15 extended warranty that I purchased. I never received any contract for this warranty. I want the written contract for this warranty, so I know what it covers and what I actually paid for? 
  
  Sincerely,
  
  ***************************

  

  Business response

  01/20/2023

  Please find the warranty document attached to this reply. Let me know if anything else is needed. 

  Customer response

  01/23/2023

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

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December the 2nd called Spa World about having a walk-in tub installed. They told me there would be a $300 dollar charge to have someone come out and measure for the installation and his fee would be deducted from the final value of the tub, which I agreed to. No one ever did come out and measure for the installation. Due to circumstances beyond my control, I called back a few days later an told them I would have to put off the purchase and installation of the tub. My wife and I are both retired seniors, a family emergency has come up, and we won't have the time or money for the installation until next year. I explained all this to a man named Daf at Spa World and he said, "no problem" and he would make sure the $300 dollars was credited back to my bank account. I have called a number of times and he has reassured me that the matter would be taken care of. As of today, the $300 dollars has not been refunded. Can you please look into this and have them refund my $300 dollars. Again an appointment was never scheduled to the measurements, and no one ever actually came out. Thank You

  

  Business response

  12/27/2022

  The customer called back to cancel the tub appointment stating the family needed more time to figure things out first.  A request is pending with our accounting team and a refund should be processed today. 

  Customer response

  12/31/2022

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

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an ANZZI jetted tub on 5/20. The tub was manufactured by SW Corp. The plumbers install the tub on 9/20. The pump for the air jets turned off after running for 10 minutes. After 35 minutes, it turned back on and worked for 5-7 minutes and then turned itself off again. I called SW Corp on 9/20 and sent them pictures and video of what was happening. They stated that they thought it was the Air Check Valve that wasn't working properly which was causing the Air Pump to overheat and turn itself off. I received the parts from SW Corp to replace the Air Check Valve. The plumbers came on 10/28. They accessed the insides of the tub and determined that SW Corp had not sent all the parts that were needed. I called SW Corp on 10/28 and sent them a video showing what their company had sent me. Their staff confirmed that several other parts were needed, including the Air Check Valve itself. I requested reimbursement from SW Corp for the 350 dollars charged by the plumbers since it was SW Corp's fault for not sending me all the parts that were needed to replace the valve. They sent more parts and I had the plumbers come back out again on 11/15. One of the parts they sent was a fitting for 4 lines. The tub has 5 lines and the fitting has 5 prongs to connect the lines to. Again, the plumbers were not able to replace it and I was charged 175 dollars for their visit. I sent them a video of the incorrect fitting and requested reimbursement for the 525 dollars I had been charged by the plumbers due to SW Corp's mistakes. They are refusing to reimburse me and didn't respond to my 11/20 request for the correct part to be sent until 12/7 when they stated they would send the part that was needed. It is their mistakes that have caused me to be charged 525 dollars. I anticipate at least an additional 175 service charge when I get the correct fitting and have them come back out again. I will spend at least 700 dollars on plumbing charges because of SW Corp's incompetence.

  

  Business response

  12/08/2022

  I will look into this and work towards an agreeable outcome.

  Customer response

  12/08/2022

   
  Complaint: 18541632
  
  I am rejecting this response because: the business said they will look into the complaint.  I am not accepting the response until I hear back from them after they investigate.
  
  Sincerely,
  
  *****************************************

  

  Business response

  12/27/2022

  Based on the dates provided. No inquiry was sent without our 90 days policy to assist with any labor cost. Regardless, we'd like to go into the order and review the request. I was unable to see any case or order number on this inquiry. We will call the customer to review. 

  Customer response

  01/03/2023

   
  Complaint: 18541632
  
  I am rejecting this response because:  I saw I missed 3 calls from different numbers in ******* on 12/27.  I had a 4 minute voicemail from one of them with no actual message left.  I could hear background noises and a voice speaking in the background but no message was left for me indicating a number to call or a name, etc.  When I called the number back, it took me to the main customer service line for spa **********************.  I would like Spa World to provide me with a name and a direct contact number to reach out to them.  Also, I pulled all the different request numbers I have had for the various times I've reached out to Spa World.  Here they are so they can pull all the information:

  150442

  150439

  136080

  124545

  My original case # from my very first contact on 9/20 was 28887
  
  Sincerely,
  
  *****************************************

  

  Business response

  01/09/2023

  Hello, 
  
  Thank you for the provided information. After reviewing the case, we have been working with this customer to help resolve any issues. On multiple occasions, we have provided Tech Support. 
  
  On September, we sent the customer a part. An Aromatherapy Kit Chrome (Order# SOS2730863).
  
  On December, we again received an inquiry and created a new warranty order (SOS2750992). This order is Pending Fulfillment awaiting the part to be back in stock. 
  
  We have called the customer on multiple occasions but could not make contact. We will call again today and leave a detailed voice message to try and resolve this once and for all. 

  Customer response

  01/09/2023

   
  Complaint: 18541632
  
  I am rejecting this response because:
  Spa world called me today and I spoke with their representative and walked him through the entire situation. He said he was sending everything to management to review and let me know whether they will reimburse me for the plumbing charges.  He also stated that he was shipping the correct 5 hose part that was supposed to have been shipped back in November to me today.  I am rejecting the response because I still dont have the correct part and I have not been reimbursed for the money I had to pay the plumbers to come out on two occasions when SW had not sent the correct/necessary parts to repair the original problem with the tub. 
  Sincerely,
  
  *****************************************

• Initial Complaint

  11/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a licensed contractor who purchased this ************** tub to install in an elderly customers house. *** arrived trashed & missing leg pieces which I was able to get from hardware store.. I installed this ******** has no power had a licensed electrician hook up a dedicated ************** prior to install as part of my contract. I have been reaching out everyday for over a week now trying to get tech support which is impossible to do since no one has the capability to help me. Its been 10 days for customer with no shower since the water diverted isnt properly working which I have on a separate complaint. I spent the past week off work waiting on a call from this companys technician to help me solve this issue. I have sent over 50 emails which the company stated 4-6 hrs someone will be back which doesnt happen. I have sent ***************** & got nothing but stall tactics from this company. I will be seeking legal advice Monday. Customer has 1 ************** is in her 80s. We cut the wall & installed tile around the spa which is now going to cost me another weeks time plus additional materials to pull this spa & replace it.

  

  Business response

  11/21/2022

  Will look into this immediately. If you would please send me any info you have regarding the purchase and I will personally attend to this issue.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a walkin tub from Spa World Corp for my elderly mother on or about 7/21/2021. Due to building delays we did not install the tub until Sept. 2022.The tub door does not shut or seal properly and Spa World will not admit their liability in faulty manufacturing. It is apparent that the product was not tested prior to shipping as it came to use with no drain stopper or any way to seal off the hole in the floor for it to be tested. They would have seen that the door leaked down toward the bottom if they had actually tested it prior to sending it to us.They can't explain why the door does not shut completely when the latch is applied, talked me into buying another part that was supposed to fix the issue and now want to just replace the seal. The seal is brand new.They keep giving me the run around. Want to know if the tub is level, want to send a new seal (the seal on the door is NEW, the tub has NEVER been used). They want to discuss that it needs an overflow tube, even though they did not cut a hole to install one. I asked repeatedly to speak with a manager, and they avoided allowing me to speak with one.They can't explain why the door does not shut all the way and seal all the way down.I want my money back or I want them to find a contractor that will fix their malfunction.

  

  Business response

  01/12/2023

  This order was purchased on July, 2021. The customer contacted us and we created a case on November 2022. Over a year later. Our warranty is to cover parts up to 1 YEAR. We informed the customer the following: 
  
  Unfortunately, we would not be be able to send out the parts under warranty as the order is over a year old. I was requesting the pictures of the overflow to see I can request an exception be made regarding the labor.
   
  At this point, any missing parts would need to be purchased unless this was reported within the first 30 days (this is why I was requesting previous emails, pictures, case number, etc.).
  
  The response we received from the customer was: 

  NO!  You are impossible.  You have the case #, you should have the pictures.
  
  We are willing to assist in resolving the issue, however, we need cooperation from the customer. Being that the order is old, and outside of warranty, we can only provide parts that are purchased at this time. 

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased a walk in tub in september 2022 and during installation the plumber asked where were the panels for the tub. I called SWcorp and they said someone will call me back in 24 hours but I have not heard anything from the company . The walk in tub can not be used until the install is complete with panels.

  

  Business response

  11/21/2022

  Looking into this right now, will have an answer by end of day.

  Customer response

  11/27/2022

   
  Complaint: 18360748
  
  I am rejecting this response because: I have been receiving the same message since October and they have not contacted me other than a email stating they will contact me in 2 hours. This company does not have good customer service and I am regretting doing business with them.
  
  Sincerely,
  
  *************************

  

  Business response

  12/27/2022

  No order number was provided but we were able to find it (SOS2728743). We are calling this customer now to understand exactly what is needed and we will make a warranty order to send out the parts ASAP. Thank you for your patience. 

  Customer response

  12/28/2022

   
  Complaint: 18360748
  
  I am rejecting this response because: I have been told numerous times via email and a prior response through the BBB for several months  that they were going to call me and I have not received a call to date. This company is just trying to make themselves appear to be assisting  the customer but their words have little actions.

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

  

  Business response

  01/12/2023

  The order was sent and delivered entirely. The customer reached out asking about end panel extensions, which are NOT part of the order. We informed the customer that we can locate panels that might work, however, the customer's installer will need to adjust the panels the customer purchases. 
  
  We can assist the customer in purchasing the needed panel since it is not part of their order. The customer can contact us at ******************* and request to purchase the panels by providing the order number (SOS2728743). 

  Customer response

  01/18/2023

   
  Complaint: 18360748
  
  I am rejecting this response because:
  I have called several times and were transferred to someone that has not answered the phone, I also have left messages to return the call and if we don't answer leave a message identifying  this is Spa world calling about tub panels.
  Sincerely,

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

  

  Business response

  01/18/2023

  Hello,
  
  This case is not part of this customer's order. Regardless of the sale outcome, this is not a product/order complaint. Please close this case and have the customer contact us, should they wish to purchase any wanted panels. If we have the panels, we will sell the panels. 
  
  Our product specialist phone number is ************, Option 2 for Sales. We are open Monday through Friday from 8:30 AM to 6:00 PM EST.  If the customer is unable to make contact, then they will need to try again. 

  Customer response

  01/18/2023

   
  Complaint: 18360748
  
  I am rejecting this response because: I have called several times including today.

  I will file complaints with other entities outside of the BBB.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Clear shower doors were ordered from Menards on 8.18.22. Faster ship date indicated if selected to store instead of to homeowner. Both options were free shipping. I received an email directly from the manufacturer shipment would be delayed at the store. Shower doors arrived at ********************* on 9.7.22 which delayed installation with my contractor. This project was due to a leak in both upstairs bathrooms not due to a choice therefore the project needed to be completed on time. Shower doors were picked up by contractors at Menards on 9.15.22 and installed on 9.15.22. Upon my inspection of the shower doors after the installation I found the shower doors to be black/smoke in color. I contacted ************************* with the Manufacturer who stated it was a manufacturer error and she had never seen shower doors like this, however, to contact Menards to fix the issue. I have spoken to all ****************** managers, ****, *****, and ***** to fix this issue who was working with the manufacturer. This has turned into a blaming issue between Menards and the manufacturer on who is at fault to compensate me for the labor, the shower door, the error and my time. Now, the shower door k*** is wrong and is chrome instead of brushed nickel and I still don't have the correct door k*** I completed the form with Menards corporate and received a letter stating they reached out to the manufacturer. The manufacturer still has not sent the correct shower door k*** This needs to be resolved. I do have the correct shower door now, but not the k*** This has been a horrible experience.

  

  Business response

  11/14/2022

  We have reached out to customer and resolved the door issue and agreement of a resolution

  Customer response

  11/18/2022

   
  Complaint: 18327535
  
  I am rejecting this response because:

  We have come to an agreement. I am waiting on the reimbursement before stating this is resolved.

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

  

  Business response

  11/21/2022

  Statement has been sent to accounting for Payment.

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Anzzi whirlpool tub from Dpa World in late February 2022 for 1,449,89. I had seen the tub on line at Overstock. Com. I wanted to find out some information about tub , so Overstock.com was nice enough to provide the phone number of the company that made the tub which was Spa world. I called the company and the gentleman was very nice and helpful and he told me that if I bought the tub directly from Spa World I would get a 20% discount. He new all the right things to say and I purchased the tub. That was the biggest mistake of the horror that this company has put me threw. They did not deliver the tub until June2022. It was put on my driveway with a torn box and it was not attached to a wooden crate. When I opened the box the tub only had serene wrap on it. No type of protective packaging at all. I couldnt believe what I saw. The tub was cracked in several places and was obviously delivered defective. I called the company and I had to provide pictures of all the many problems. After, they reviewed everything they agreed that the tub was defective and they would pick it up an deliver a new one. It took them three weeks to pick up the defective tub. I was in constant contact with one of there employees who handles problems by the name of *************************** he gave me a RMS31463 number ands case number of #***** He seem so kind and caring, which was nothing but deception . Now we are in the month of July and call him once again to find out why I do not have the new tub. He told me the carrier lost the tub and he could not send out another tub until that one was found. Which I already provided him with all the return authorization number. All of a sudden the next week the new tub is delivered. By this time it is late July and contractor needed now, He opens the box and it is the wrong tub and it was returned. He is now telling me they are not refunding my money . He said they they cannot credit my credit card. He Emails me only . My calls are not excepted.

  

  Business response

  10/17/2022

  I will look into the matter and follow up this week with how I can make this right. There are circumstances where tubs are damaged during travel. We will also bring this up with the *************** that was used. If you have any questions before I get back please let me know. ************************************* or **************

*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. ↩