ComplaintsforSouth East Spas Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a spa through a master spa American Hot Tub Expo in ********* ******** in June 2024. They were supposed to deliver it w/cord & a manual so that I could understand how to use my spa. Neither of those items were delivered. Setting up my spa was delayed. I had to call the company to get them to send me these items. That took about a week to happen. A week & a half later I received the items & set up my spa. The sales person who sold me the spa was very knowledgeable as he was also a technician & helped me set up the spa, the spa doesnt seem to work properly. Being level, within centimeters, it kept going off/on, & then finally went into sleep mode. I would call Master *********** would tell me what to do it then shut down completely I would call and they would tell me to call Southeast Spas. Southeast would tell me to call Master spas..it went back-and-forth between the two companies so finally I took social media & complained and thought since this company sold me an $8500 spa and it was a lemon that I cannot use, I would save others for making the same mistake. Only Then did they start wanting to help me. *** had a technician reach out to me trying to help me, but they still cannot help me. They made me sign something that said it was a used spa that they had sitting up in a showroom that people didnt actually use. They promised me it would still work of course that was a verbal promise. I was in the spa one time at the appropriate temperature. After that, it stopped holding its temperature and continued to go into sleep mode. I spoke to a technician one time who was able to talk me into how to get it out of sleep mode since the manual doesnt explain that, Ive gone so far as to the area that its at, but the product doesnt turn on. When I call to tell them I want to return the product cuz Ive only used it 2x & it doesnt heat & it doesnt turn on. nobody returns my calls. I want to talk to somebody about returning this thing for full refund.

  

  Business response

  07/08/2024

  Hi *********************. We are sorry for your delivery not being completed, in that the spa was not delivered with the cord, as it should have been, on 6/12/2024. We were not made aware of this until your after-hours voicemail was left on 6/13/2024, and also subsequent texts to your salesman were sent to our main office, to which a cord was then immediately shipped out to you, that following day, 6/14/2024, and shown as delivered through *** to you on 6/18/2024. I believe you have been communicating through Master Spas directly, the manufacturer, as we have no further calls from you to our main office from 6/14/2024, until last week, 7/2/2024, where you were informed to send an email to customer service and hung up on the representative trying to speak with you. So, we unfortunately have had no knowledge of any issues with your spa or it being in sleep mode/not heating. While it does sound like your spa is simply in the wrong mode, we can easily send a technician out to you to ensure that is the case. When you leave a voicemail, it can sometimes take up to 24 hours to hear back from someone, and the most recent phone call, since the one from 7/2/2024, was today, 7/8/2024, and likely not yet received by the representative. Someone will contact you tomorrow to first try walking you through the modes, which is explained in the owner's manual on page(s) 34, *****. They will set you up with a technician to come out, as well, to ensure everything is in working condition and go from there.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a spa from South East spas it is malfunction its less than 30 days an I want my money back but they say that's not possible. They tell me to sell oh t to a third party...they can't come out for a month..which month..my 30 days while be axpriribed.

  

  Business response

  05/21/2024

  Hi *******************,

  We are sorry to hear you feel the spa is malfunctioning. On 5/13/24, your first time reaching out to service in regards to the issue you were experiencing with your hot tub jets feeling as though they were not blowing hard enough, you were informed the spa shuts off every 15 minutes, as that is how it operates, and that the jets need a moment to prime back up upon turning back on. On 5/16/24, when you called back in about the spa shutting off after 15 minutes, we again explained that this is supposed to happen and that this is how the spa operates. You again brought up how the jets do not blow as hard upon the spa turning back on, which you were again informed to wait a bit longer than the moment they kicked back on to get them flowing normally again. We still went ahead and set you up for service with our soonest available date, which is 6/11/24. We informed you today that we would reach out for a sooner date should we have any cancellations. Due to the information we received from you, this is not a manfunctioning spa, this is how the spa is built to function and operate. We are still sending a service technician out to confirm there is nothing wrong with the spa to ensure there are no issues and everything is in working order.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/11/20233- recieved damanaged *************************** Spa 12/12/2023- *** from customer service reached out asking about delivery. Explained to him there was damange on ABS pan, sent follow up pictures next day. 12/14/2023- **** from ********** reached out, stated base does not affect interegrity of unit, offered filters and chemicals. Declined. 12/18/2023 offered $500 to keep unit. Declined 1/9/2024- 1/14/2023 I reached out, still no resolution 1/23/2024- unannouced Tech shows up at home while out of town on business 1/24/2024 stated tech reached out to me. No missed calls, voicemails or emails attempting to schedule appointment.2/6/2024- nearly 2 months later. ISSUE STILL NOT RESOLVED. reached to **** in cx service stated "it wont get attention" when asked if i should reach out to BBB for resolution. reached out to *** again who stated manager ***** in service **** would reach out by EOD. Spent over 17K to recieve damaged product. Looking for replacement or return product.

  

  Business response

  02/06/2024

  Dear Customer, we completely understand your frustration in regards to the cosmetic damage to the *** pan on the unit. We have noted on our system multiple unsuccessful attempts from ************** to try and reach you to come out and assess the damage so we can get the repair process moving. We are committed to getting this resolved for you, we will have the technician follow up with you again. Please reach back out directly again to our customer service department at *******************************************

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a MasterCraft spa from South East Spas Inc., ************, ******************************************* and they brought it to us at 10:00 at night, didn't show us how to use it or anything, didn't have the manual or filter or anything and said someone would send to us. After many emails to them I did get those. Here it is a month later and still can't use the spa because the jets don't work. I have repeatedly contacted them for service and assistance with no action. They said the would send someone and it would take two weeks. No one came or contacted us. Two weeks later I contact them again that one contacted us or showed up, no they said they had to find someone else and it would be another two weeks!!! We paid a lot of money for this spa and we just want to use it and they should have service providers ready to help. I just want it to work and enjoy it.

  

  Business response

  02/06/2024

  Dear customer, we do sincerely apologize for the delay in service. We are actively looking into this matter to ensure we can get service out to you as soon as possible. We want to assure you that we take your complaints seriously and upper management is aware of what is causing this delay in your service. Our customer service manager is working closely with the service department to get this moving. We will be in touch with you this week with the following steps. Please feel free to reach out to our customer service team via opt 4 on our main line ************ or directly at ******************************************. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contracted with South East Spas Inc. 8-17-23 for above ground spa replacing below ground. Pd. $13039.64. ($3600 Deposit with executed contract & $9439.64 upon dely). Contract price $12674.70 including any ******************** Additional ****** was CC fee 3%. They helped me arrange contractor to remove spa which they would take upon dely & charge me $400 for that. I would pay contractor. Due to availability contractor could not do job in timely fashion (dely 11-20-23), so I ended up doing. I also had it disposed. They owe me $412.00 refund ($400 haul away & 3% cc fee since they charged me 3% on balance due including $400 ha away charge.They have ignored my emails & calls, including a satisfaction follow up call which i re-explained everything. ****** gave me "correct contact" via phone transfer but got VM so left another message. PO they reference on receipt was **** but not pn contract. Dely was at ********************************************************** *********************.

  

  Business response

  02/06/2024

  We apologize for the delay in issuing the refund check for the Removal cost. We have a check that went out on 1/17/24 and it is showing cashed on our account as of 1/30/24. Please reach back out to our accounting department if this was not cashed by you. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were pressured to buy when we were not ready We are not financially able to complete our project and have no where to put the spa It has only been four days from purchase to cancel and the company will not work with us to refund our deposit

  

  Business response

  02/06/2024

  We are sorry you feel our sales person pressured you into purchasing this unit when you visited ** at our *************** Showroom. We abide by a legal sales contract as much as our customers rely on it to ensure they receive all the items they purchased. We can hold the deposit for a year and revisit the delivery of your unit at that point. Please feel free to reach out to us at ****************************************** or on our main line ************ opt 4. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a hot tub and it was delivered 10/10/23. The delivery team damaged 2 panels on the hot tub which we immediately brought to the attention of South East Spas. We waited over 2 months for the panels and when the service person arrived he had the wrong color screws to put on the panels and was unable to replace the back panel because of space issues. We would have to drain the hot tub and pay an electrician to disconnect and reconnect the ******* have been speaking to ****** in customer service who has done as much as she can. We still don't have the replacement screws, the back panel is still damaged. At this point we'd like to be compensated since we will have to pay an electrician in order to replace the damaged back panel. The cost of the electrician may vary but we feel comfortable that $500 would cover that cost therefore we are asking for a $500 refund.

  

  Business response

  02/06/2024

  Dear Customer, we are 100% committed to getting this issue resolved for you. We have requested an electrician invoice so we can cover the full cost of the connect and disconnect as well as panel replacement multiple times but we have not received this yet. We are more than happy to get this taken care of given the panel damage your unit incorrect on delivery. We can contact you to try and coordinate a day ************** can come out and you can get the electrician out there so we can get this all taken care of at once and get the electrician invoice to then reimburse you for that. Please reach back out to our customer service department at ****************************************** or through option 4 on our main number ************

  Customer response

  02/07/2024

  We were finally contacted and are awaiting an appointment with one of Southeast Spas external vendors who is a licensed electrician and is able to replace the damaged panels with the correct color screws. Those were supposed to be sent by ******, apparently she is no longer with the company.

  Customer response

  02/14/2024

   
  Complaint: 21130978
  
  I am rejecting this response because:

  The electrician was here on Monday 2/12 to disconnect the hot tub,  on 2/13 *****,  a contractor was sent to replace the panels, then the electrician came back today and needed to attach the lifting handles on one side that were not predrilled by ***** so the electrician mounted and installed the lifting handles on one side and then when he tried to open it it wasn't level. Then it was noticed one of the cover locks broke off. And now this still isn't taken care of....since October!!! 

  Because the handle was mounted incorrectly the new position will be lower and the prior holes will be visible, fortunately we have another panel. 

  Now we have another person coming out tomorrow 2/15 to install the handle for the lift correctly.

  We have spent over 15 hours of our time waiting for and being home for repairs. This is not the experience we should've had.

  
  Sincerely,
  
  ***** & *******************

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A TS 240 spa was delivered 7/16/22. The spa has been leaking water from the first fill. We have talked to Southeast Spas personnel several times and was always told they would contact the manufacturer (Master Spas) and get back with me. They did respond by sending out a local technician 8 to 10 times and he made a report to SouthEast Spas that he could not locate a leak but told us and SouthEast there was a definite issue with the spa. Then all communications stopped mid 2023.

  

  Business response

  10/16/2023

  We have been out to this customers house multiple times to investigate their claims of leaks. We have found absolutely no sign of a leak anywhere in the unit. The unit is loosing maybe about 1in of water a week which we find to be absolutely normal given the high usage of the unit and normal water evaporation. We have followed the manufacturers advice and fully flipped the unit on its side and found ********** of leaking. We even requested to swap out the unit from the manufacturer as a courtesy but given that no issues were found during the multiple technician visits this was denied. We continue to be available to the customer for anything they may need. Please contact our service line at ************ ext or customer service department at ******************************************

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: March 25, 2023 Business Committed to Provide New Build Swim Spa and Hot Tub Business delivered Swim Spa missing required elements and with preexisting damage and trash/debris leading us to believe it was not a New Build unit but a unit taken from a warehouse and delivered. We remain unconvinced that we were delivered New Build units per our Sales Agreement. South East Spas Inc. has done nothing to resolve the New Build issue and has been incompetent at best at resolving deficiencies with the delivered Swim Spa. The attached document details weeks of communication with South East Spas Inc. to resolve these issues and get my units operating. To date, 32 days after delivery and counting, the delivery deficiencies are still not corrected.

  

  Business response

  09/26/2023

  These units were delivered 7/29/23. On 7/31 our customer service department contacted the customer to follow up on the delivery when the customer informed us the delivery went well but the unit had a couple of scuff marks and missing Soft Tread flooring on the swim spa unit. He was advised most scuff marks come out by simply using a Mr. ***** Magic Eraser and that we would immediately get to ordering the soft tread to correct that mistake. On 8/11 the customer informed us that the scuff marks didn't all come out so we contacted the technician to set them up for inspection to determine the extent of the acrylic repair needed. By this time we were also informed that some of the cover clips were damaged so these were shipped along with a chemical kit. 8/16 the service technician went out to repair the acrylic damage. By 8/25 the missing soft tread flooring had been installed. I'm confident we have responded in a timely manner for all this customers issues given shipment times on parts and technician turnaround based on the timely arrival of all these parts to the customers house. In regards to the validity of the units being new or not that's not even a question. The unit was a brand new built unit given that this order was placed originally in March. The majority of our units are ordered in bulk at the factory and later customized based on the specific customer order before they are shipped out of the *************** Factory. Sometimes mistakes occur for whatever reason, like the missing soft tread, and in those cases we install them after the unit ships out and this does not affect the warranty or quality of the product in any way.

  We do apologize for any delivery issues but we want to assure our customer that we are constantly working to assist them in any way. 

  I do highly encourage all our customers to reach out to our customer service department directly with any questions or concerns at ******************************************

  Customer response

  09/27/2023

   
  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

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Spa May 27, 2023 , spa has leak - can't get service to fix it

  

  Business response

  08/30/2023

  Customer received service to repair the leak his unit had on 8/17. Please reach back out to our service department or to our customer service department if you have need for any further assistance. 

  Customer response

  08/30/2023

   
  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,
  
  *************************

*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. ↩