ComplaintsforNational Hot Tub Expo, LLC

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a hot spa on February 3rd, 2024, it cost me $18,000 and I have it in my back yard without being able to use it, supposedly they were going to send me a technician from my area who never arrived and now I don't know when they will send me another one, they only They are interested in selling but do not care about customer service.Now I have a spa without being able to use it in my patio, what I would like is to return it and get my money back or exchange it for another one. It's supposed to be a brand new spa and it doesn't work.

  

  Business response

  03/11/2024

  We would like to sincerely apologize for the issues you're experiencing with your Swim Spa. I have reviewed all the notes in your profile to better assess the situation and gone ahead and put our **** Service Technician to look through the notes that the technician that went out to your house sent us. He will contact Master Spas to discuss what the next best step is to diagnose what is going on with the unit. Our **************** manager will be reaching out to you directly so you have a ************ of contact with us as we work to resolve this. We want to assure you that we value all our customers and will work to correct this situation one way or another and we will follow through until you're satisfied with the final result. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the subject spa at the National Hot Tub Expo at the Homestead Raceway on April of this year. We are senior citizens (63 and 67) and were lied to by the fast talking salesman. Among the misrepresentations: the spa had a special filter which did not require any chemicals such as chlorine, this turned out to be a lie and we were required to buy very expensive chemicals from National Hot Tub Expo's related company **************. We were told that the price we were paying was far lower than regular price and that we were getting a big discount, when we came to find out is that it was almost twice as much. The biggest issue we have is that the salesman said we qualified for "24 months same as cash financing" and led to believe that we did not have to make any payments for 2 years, after which we could pay it off for the cash price. In fact. we are required to make payments of $397 per month, which we cannot afford. We were never given a copy of the finance contract, in fact we never signed a contract at all. The contract that appears on the website does not have our signature. They say we activated it over the phone but we were never presented with the terms. I request that we be given the terms we were led to believe we were getting as stated above with no payments for 2 years as well as a renegotiated price, given the fact that we were falsely led to believe we were being given a bargain, and that the spa required NO CHEMICALS.

  

  Business response

  01/07/2024

  We take our customers complaints very seriously and I can assure you we will do all that we can to ensure you're happy with your purchase and can enjoy your hot tub. I have passed your information along to our accounting office so they can reach out to you and discuss your financing plan more thoroughly and see how we can rectify that issue. I have reached out to ************* to discuss their claims of ************* needed" as this is definitely not how we advertise our units. Master Spas uses an Ecopur purifying filter cartridge, very similar to those we use to drink water, which decrease the need for chemicals greatly however, some chemicals are still needed nonetheless to ensure the water stays clean. I will have our customer service department reach out to make sure they stay in touch with you until the situation is corrected.

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our Master Spa Clarity Balance 7 was purchased from an expo in *****, ** on 06/24/2023. We have been unable to use the hot tub due to a leak. We reached out to National Hot Tub Expo's customer service department requesting service on Monday July 10, 2023. We were told that someone would reach out to us and schedule the service with a week. They do not have local technicians throughout their sales area and claim they are at the mercy of a 3rd party to schedule service. At this time we have a $10,000 useless tub in our yard and this company is doing nothing to resolve our issue. They are only focused on the sale and are not communicating or providing prompt service to issues. They are truly operating in bad faith. If they are not going to promptly find service for the tub, they should refund our money so that we can work with a dealer who has the capability to support local servicing of the hot tub should any issues arise.

  

  Business response

  08/30/2023

  We completed the service request for this customer on 8/3. We instruct all our customers that they will receive a call to get scheduled for service within 2 weeks, this in turn gives us time to get any and all parts required for the service ordered and shipped to the service technicians in their area. We work with service technicians all over the south east and further and we are responsible for all our customers. We continue to be available to our customers and are just a phone call or an email away. We do apologize for the delay in service and do encourage our customers who need further assistance to reach out to our customer service department at *********************************. 

  Customer response

  08/30/2023

   
  Complaint: 20361212
  
  I am rejecting this response because: You can see in the email that they sent to me that they said they would contact me within one week. Not two weeks. Two weeks is still poor customer response. However, the issue was finally resolved.
  
  Sincerely,
  
  *************************

  

  Business response

  09/26/2023

  We do apologize that 2 weeks is not an acceptable turnaround time. We are committed and responsive to all our customers and we do our best to account for parts ordering and turnaround times from the factory, weekends and technician scheduling. We are the main servicing center and work with many out of area technicians and repair companies to assist our customers. Master Spas works this way as well for all customers who own their units but are not within an Authorized Dealers retail/service center. 

  We are glad to hear the service concern has been handled. Please reach out to our customer service team directly if you have any further need for assistance at *********************************

  Customer response

  09/26/2023

   
  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

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new hot tub around April and they had a guarantee and it has been four months in an unusable condition because it is not working. I sent a complaint and they gave me a number to call, however they never get back to me, they do not give me any guarantee and because I paid around $13,000 for it, there has been no help from anyone and I have no use for it given it is broken. I have also lost interest in it because it has been sitting there unserved and unusable. The system is faulty and no one has come out to see this and in reality, I do not want it anymore. I do not want it and will not pay for something I am not using and is not functioning adequately.

  

  Business response

  03/08/2023

  We would like to sincerely apologize for any and all service issues you have encountered with our service department. I have looked back and see notes regarding a leaky jet from 11/30/22 and I see that in 2/15/23 we shipped to you the replacement jets and they arrived per the tracking information 2/16/23. I will have my service department reach back out to you to confirm if there is any further need for service so we may address this in a timely manner. If you have any further questions or concerns, please reach out to our customer service department directly at ********************************* so we may assist you. 

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I PURCHASED A SPA FROM SOUTH EAST SPAS ON AUG 27, 2022 AT A EXTRAVANGZA IN *******. WE MEANING MY HUSBAND AND I WERE TOLD IT WAS A DEMO MODEL USED ONLY FOR DEMOSTRATIONS AND WAS BEING DISCOUNTED FOR THAT REASON. WE AGREED ON THE ***** TO PURCHASE THIS SPA AND SET UP TO DO PAPERWORK. WE SOLELY ASK IF WE COULD NOT GET FINANCED IF WE WERE ABLE TO GET DOWN PAYMENT BACK. THEY SAID YES. WELL 5 DAYS LATER I CALLED TO SAY WE WERE UNABLE TO GET THE FINANCING WE WANTED ONLY TO BE TOLD WE ONLY HAD 3 DAYS OR THEY KEEP 30% FEE WHICH WAS OUR $8900 DOWN PAYMENT. THEN WE HAD TO WAIT 3 WEEKS ON A DELIVERY DAY OR PAY A FEE OF $500 MORE TO GET DELIVERED WHEN WE WANTED IT. NOW WEVE HAD NEEDED REPAIRS FROM DAY ONE OF LEAKS THAT ARE GETTING LOOKED AT TO FIND OUT ITS A 5 YEAR OLD USED SPA WITH ONLY ONE YEAR WARRANTY. THE REPAIR MAN FOUND A CRACK 3/4 OF THE WAY ACROSS THE TOP THAT ALL THEY WANT TO DO IS FILL IN AND REPAIR. WE FILL WE HAVE BEEN LIED TO SINCE DAY ONE. NO ONE SAID ANYTHING ABOUT A REFURBISHED UNIT OR WE WOULD NOT HAVE BOUGHT IT. AND ONLY TO HAVE A ONE YEAR WARRANTY IS ABSOLUTELY OBSERVED. WE WERE TOLD A 20 YEAR. PLEASE HELP GET OUR MONEY BACK AND THEM TO RETURN THIS AND CLOSE OUR LOAN.

  

  Business response

  11/14/2022

  This complaint does not belong to South East Spas. This unit was purchased with National Hot Tub Expo 

  

  Business response

  11/23/2022

  The ownership has been personally in touch with this customer to address all their complaints. We understand the misunderstandings regarding the refurbished model and clarified these as it was stated in the contract. The 20 year warranty was clarified, this is the lifetime  of these units and not a warranty period any of Master Spas units carry. As per the difficulties setting up a delivery date, it was requested to be delivered on a Saturday, which is not our regular delivery date, however we do understand some customers need it so accommodating this required some time. The refurbished unit had some aspects that were not acceptable and will be getting replaced of course at no charge to the customer. The crack was not noted by Master Spas when shipped to us, or by the customer or delivery crew at delivery, only when the service technician was out there did it get spotted. We have discussed with the customer that wether this crack appeared before and wasn't noticed or after we delivered it due to settling, we will be addressing it one way or another. Our company has been responsive and has offered a path to resolution that is acceptable to the customer. There is a service technician going out Friday 11/25 to replace the parts that needed to be fixed and the acrylic repair service technician has also been assigned to determine the extent of the crack so we may determine the next step. We want to assure the customer that we are all working to get this addressed and resolved agreeably for them. 

• Initial Complaint

  10/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Delivery of *************************** LSX 900 series spa on October 3, 2022, after waiting for delivery since December 2021 (first attempt in September 2022 was refused by me due to ineptness of delivery team to dissemble the screen/lanai). Condition of spa was unacceptable - it is damaged, dirty, parts broken off and unclear if can be properly repaired and if spa will function properly. Cost of spa was $18,084.70 (with credit of $371.00 granted in September 2022 for inability to handle screen/lanai work upon delivery). Waiting since October 7, 2022, for a "third party" technician and parts - no definitive appointments or timeline provided from South *************** Manufacturer - Master Spas in ******* has also been informed of situation - but they have not stepped in or assisted me in any way. Attachments herein include summary of history, recent documentation of delivery damage e-mail and pictures. Resolution: Immediate action and attention to my spa. I demand a MP 900 spa that is in brand new condition (not scratch and dent) and verified to function properly. I have not yet accepted delivery of this item and do not intend to until all damages are reversed, spa functions and I am satisfied. Also, would expect some monetary compensation from the price paid for all of my personal time, efforts, persistence and stress expended just trying to get what I paid for in new condition. This company should not be in business. Their modus operandi is to bully, ignore and drag everything out until a customer gives in or gives up. I am exhausted and disgusted over this major purchase. Contract available upon request.

  

  Business response

  11/14/2022

  This complaint does not belong to South East Spas. This unit was purchased through National Hot Tub Expo

  

  Business response

  11/23/2022

  We do sincerely apologize for the damages your unit incurred on delivery. These were unacceptable and the delivery crew has been held responsible for this. It is not our standard of business to deliver items in this condition and we did promise we would get it back to brand new condition of course and that has been completed. Our delivery people were not inept, the plan on how we remove and put back together the screen was discussed with you and on delivery you did not want them to perform the removal that way and refused your delivery opting to get a refund for the screen work you had paid to us so you could contact your own screen company to do the job. Our customer service supervisor has been personally in touch with you every step of the way since 10/20 and discussed how we would make this right for you. Yes we work with service technicians who are outside contractors approved to work on Master Spas units and they help us provide service to all the customers we have sold and service from the ******* Keys to **************, *******************, and many other states in the South East *************. There are few acrylic repair companies that we work with that we know do great work, the company that we sent out to your house is one of those and their technicians are the best and they did an incredible job bringing your acrylic to brand new condition. We understand this was not performed on your timeline however, we gave you the options of having us rebuild and swap out your unit with a brand new one as soon as it was built and completed as well as an option for us to pick up your unit and give you a refund and you never responded so we proceeded with the repair. We did not drag anything out, we were responsive to you and assisted you to get this issue with delivery resolved. We would also like to clarify your wait time for delivery as stated in your complaint wasn't since December of 2021, you purchased your unit on 12/4/2021 as a custom build unit and your contract clearly stated that custom builds take **** months for completion. 

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I went to a hot tub expo in October of 2020. We put down $5000, with a balance of $10,045. We were told the spa would not be completed until April or May 2021. We were also told that we did not have to have it delivered until we were ready for it because we had to have a concrete pad and electrical supply ready before delivery. At the time of agreement, we asked how the tub would be delivered. We were told it would be very professional and wrapped to be safe from the elements. Then next thing we know, we get a phone call in March saying they need the balance of the money and need to deliver as soon as possible. My husband and I scrambled to get things ready. Pouring and painting a concrete pad. We agreed upon April 13, 2021 as a delivery date, because we had no choice, we were being pressured. The day of delivery the truck shows up with 2 young men. No cover, open trailer, straps so tight it rubbed dents into the finish. They had traveled from their shop with no cover, open to the elements. Once they started to unload it, they were using *** pipes to roll it off the trailer. Several times it came off the pipes, the pipes got stuck under the spa. They used a **** to **** up the spa to get the *** pipes unjammed to start rolling again. Finally making it to the concrete slab, it came off the pipes again and they were banging it on the concrete, breaking the concrete and scrapping the paint off of the slab and scuffing the spa. They did not close up the spa before they left and they did not attach the safety hooks to strap down the cover. The spa had several deep scuffs from straps. To top it off, they did not bring us steps and told us they were on back order. Months later we finally received steps after planned parties for anniversary and birthday, went by and we could not get in our new spa. Not long after having the spa was delivered we discovered the cover is faulty. (continued on an attached pdf file)

  

  Business response

  04/28/2022

  

  
  

  This complaint came in to the incorrect business. It needs to be moved over to National Hot Tub expo. 

  
  

  

  Business response

  06/16/2022

  We have been working with the customer to address all their concerns. We are committed to correcting the issues that came up following the delivery with the cover as well as the acrylic damages. Our service technician was dispatched to address the acrylic issue and a new cover is getting delivered 6/18. 

  We continue to follow through to ensure everything is handled accordingly and the customer has been contacted directly so they have a direct contact information to our system. 

*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. ↩