ComplaintsforSouth East Spas Inc.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife *** and I purchased a Trainer 15D swim spa from South East Spas (***************) in July of 2021 and had it delivered in April of 2022. We spent $28,000 (before tax) including delivery and various options. When the 15D was unpacked we discovered damage to the acrylic. It did not appear to be from the tie downs used by the the delivery company. We had the delivery team take pictures of the damage and we accepted delivery. The delivery team told us they would forward the photos (to South East). Shortly thereafter we reached out to South East on our own, explained our circumstances, sent photos and requested repair. We were told by South East's customer service personnel that they had no qualified service technicians in our area but they would contact us when they found someone to perform the repair.Six months have passed since the delivery and acknowledgement of the issue. There has been multiple phone calls and emails sent between myself and South East's owners; I have had to initiate all of them. Two months ago the owners offered us money in lieu of repair. We felt the offer (approx. one and one-half percent of the purchase price, along with some filters) was unreasonable, declined the offer and again requested repair. A local fiberglass boat repair business came to our house two weeks ago to inspect the damage on behalf of South East Spas. Repairs have not been performed and once again, no contact has been made to us by South East.Everything stated above is factual. From a personal standpoint: 1) It is reasonable that a $28k purchase of a new product has an expectation of that product not being damaged. 2) It is reasonable that South East resolve the problem in a timely manner. 3) There has been no communication that hasn't been initiated by me to achieve resolution. 4) SIX months have passed.Note: Repair is our desired resolution but after six months and the constant need for us to initiate contact, additional compensation seems reasonable.

  

  Business response

  11/07/2022

  We completely understand the frustration youre experiencing. Great acrylic repair companies are few and not easy to come by. We have been working restlessly to get someone capable of completing the repair in your area for months. We finally got a company, they came out to your house and were confident they could do the job. From that moment we have been going back and forth with them for weeks requesting invoices, parts needed, and proper documentation to submit payment to them. The process has dragged out but not for lack of communication and trying on our part. The company has the acrylic repair kits they require and the payment has been sent to your house with a tracking number we have emailed to you showing it will arrive by tomorrow. Once we confirm its in your hands the company will get you scheduled. We continue to work to get your unit looking great so you can go back to fully enjoying the swim spa. 

  Customer response

  11/07/2022

   
  Complaint: 18233543
  
  I am rejecting this response because: There is not a single aspect of the response that takes any responsibility by South East for why it has taken close to seven months to resolve the problem. Their customer service people did not react. Months passed before I insisted to speak to ownership. Ownership has been slow to respond. Four months passed before the repair company got involved; what happened prior to their involvement in August? Additionally, there is no acknowledgement that there has been no communication, including South East's response here, that was not preceded by my having to either initiate that communication with South East directly or by my filing a complaint with BBB and/or complaining publicly on ********* Yelp and swim spa websites. Their response states they understand my being upset but does not in any way apologize for their failures. "Understanding my being upset" is very different than "We're sorry we've let you down". Repairing the spa will not erase seven months of poor service.

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

  

  Business response

  11/23/2022

  We do understand that we've let you down. Our customer service and our service department made multiple phone calls and reached out to countless companies in an attempt to find someone to get that repair done. Unfortunately either they couldn't do it, or they refused or they simply didn't return our calls. Yes, it was months of doing this and you complained and the ownership got involved and finally we found someone that was willing to accept the job, but they were also busy and told us it would be at least 2 weeks before they could start looking at the repair. We are working on their timelines and they weren't responding to us a few times so more time went by. Once they finally came to your house, we requested the invoice and all materials they would need so we could get everything taken care and even that dragged out. We're being transparent with you as to what has caused the delays. It has been 7 months and yes, we could have periodically checked in with you and repeatedly told you that we were having no luck finding someone. We do apologize for not constantly checking in with you. We care about you as a customer and this is extremely frustrating for us as we do not accept just anyone to work on the acrylic on our units and trying to find an acceptable acrylic repair person in your area was extremely difficult. We will continue to push this so we can finally give you resolution on this matter so you may fully enjoy your swim spa and just want to let you know our company is committed to improving your experience moving forward. 

  Customer response

  11/28/2022

   
  Complaint: 18233543
  
  I am rejecting this response because: We haven't resolved the problem yet. The repair has not been performed. The repair company missed the appointment we had agreed upon. I have not followed up with the repair company as we are now having an enclosure built around the spa and do not want issues due to more than one contractor working in the same area or issues due to scheduling and/or missed appointments. I understand South East's current predicament - having to count on an external, local repair company to resolve an issue I have with South East.

  I will say South East's most recent entry re our complaint finally takes some ownership for the issues we've had. I'm still rather skeptical regarding how proactive South East's customer service team was prior to my insisting to escalate the issue to management and my public expression of our dissatisfaction with the company. I would also not consider having received an update from South East every, say, two weeks excessive or an undue burden for them. Nor (as stated in their message) would contacting me before I contacted them have been a matter of "constantly checking in". Receiving updates from South East (even with bad news or no news) would have been better than them waiting until I initiated contact and gotten angry, and might have prevented getting BBB involved.

  That said, we may have resolution before the year is out, and that would be nice. I'll be happy to accept South East's response when the repair is performed and performed well.

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

  

  Business response

  12/10/2022

  We continue to work on completing the acrylic repair for *******************. We get regular updates from them. The last one was that they were in touch with the customer on November 30th and were told that the contractors were still working on the project near his pool and it would be about 2 more weeks before they were done at which point the customer will notify them to come back out. They're expecting a call from the customer any day now. We will continue to request regular updates from the company so we know when the repair is finally scheduled and completed. 

  Customer response

  12/20/2022

   
  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.

  The acrylic repair company assigned to ** by South East Spas has performed the repair to our satisfaction.

  Resolution regarding the repair to the swim spa that was delivered to us in April in a damaged state must still be considered in the context of the significant delay and poor communication provided to us by South East Spas over an eight month period regardless of the eventual outcome. However, ultimately, South East Spas fulfilled what we felt was their obligation to repair the unit. For that, we are grateful.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ************************* Hot tub from South East Spas on Friday 12 Aug 2022 from the expo at the ********* ************* The Hot Tub was delivered on Sunday 14 Aug 2022. The hot tub was delivered about 10am Sunday 14 Aug 2022. I filled it up with water by 11am and by 12pm my hot tub was leaking. I texted the sales man ***************** a few times and he said it should not be happening, and I went back to the ********* ************ to talk to the sales man. He stated that he will send some techs over. Some people did come but it was the same personnel that delivered (these where not technicians) the hot tub only with some type of technical person on the phone via video chat. The person on the phone stated that the hot tub was overfilled and that the water leaking out was due to an overflow valve. I took his word for it. Days and weeks later my hot tub have not stopped leaking since. I have called South East Spas numerous times to be placed on hold for hours and hours. I talked to a Rep on 2 Sept **************************************************************** As of 10 September ***************************** I have paid ******* for his hot tub to help with the effects of the injuries I sustained while in the army, and have only got to use it a few times since 14 Aug 2022. At this time 3/4s of the water has leaked out. The frustration, anger, and overall dissatisfaction from this purchase have left me with a broken spirit. I would like a brand-new Spa or a full refund. When I purchased this Spa they told me it was brand new from the factory.

  

  Business response

  09/26/2022

  On September 20th we spoke to the customer and indicated to them that parts had been ordered in order to perform the service repairs for the leak. It can take up to 2 weeks for the parts to be shipped from Master Spas and arrive at the customers local area technician. Today 9/26 the parts are confirmed arrived and the customer is scheduled for service on 10/16. We will stay in touch with the technician and the customer to work towards addressing the leak or any other issues that *** arise. 

  Customer response

  09/27/2022

   
  Complaint: 18007510
  
  I am rejecting this response because:
  This is unacceptable! I paid over 6k for this and it leaked the same day. I purchased this hot tub 12 August 2022 and it was delivered 14 August 2022. And have not been able to use it yet. You told me this time was brand new from the factory. I have not been able to use it and it is now almost two months later. I would like a full refund. Dealing with the lack of customer service and defective products is something I don't want ro deal with in the future. I purchased this tub to relax and to help with injuries from my military service, dealing with this whole situation has been stressful and i feel I have been cheat out of my money.
  Sincerely,
  
  *****************************

• Initial Complaint

  08/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered ****** **ver fo my endless pool on Feb 22, 2022. ******** came and inspected the area and said all was okay. I waited for the time period needed to receive order at the warehouse. No one contacted me to tell me it had been damaged at the warehouse and needed to reorder. Still no communication followed so I tried to contact the salesman , but no luck. Finally I was scheduled for install on August 22, 2020 , 6 months later and the techs came to install and were surprised my site passed inspection. Sales and techs blamed one another. I called the salesperson to allow techs to speak with him and of course each was wrong. The techs said they would back me if problems arose. The ** had to discuss the issue and would call the next day. It is now August 29th and no word until I made multiple calls to Southeast spa in **************. I asked what was going on and was told they were still discussing this. Imagine my frustration. No one wanted to work with me on solving this issue and I feel once the sale was made I was at their mercy. Im one person and Im sure nothing will happen , but people, especially those of us that are elderly on fixed incomes need someone to speak for us that has some influence. There just doesnt seem to be service after the sale anymore and that is sad. I was a Member of BBB in the ****s and was proud to say I never had any problems with respect to customer service. I really needed that top so that my wife of 40 years could raise and lower the top automatically so she could do her physical therapy. It was going to be a very important improvement for a beneficial situation. I am sorry it came to this but enough is enough especially for the price we were paying. Very disappointed in the salesman who said he would be there and make sure things were done right because thats how he said they do business. I would rather have the top after all this time but how do you do business with people that are not true to their word, or resolve the problem.

  

  Business response

  09/04/2022

  We would like to sincerely apologize for the troubles and difficulty you've experienced with your ****** cover order and installation. I have taken your information and one of our customer service representatives will be reaching out to you this coming week to discuss the issues you are having so that we may address them and correct them. We are working hard to address customer issues and complaints as we are definitely not a company that abandons their customers after a purchase. We encourage the customer to reach out to our customer service department directly anytime they have any issues with our company so that we may best assist them at ****************************************** 

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a hot tub delivered on 6-26-22. We set it up 2 days later and the unit leaked. We contacted the co. And we're told to xall customer service. After 3-4 calls I get a text fir me to call them. They approved the repair and sent the work order to ******* leisure pools and spas. Never heard from anyone. Made several calls and was told that they were waiting for authorization by the mfg. I call SE spad and they said they were waiting for ** leisure to contact them. After 3 weeks they came to repair. Said it was fixed but it started leaking again right after they left. Called again and was told they have 2 techs out so will be 3 weeks before they can come out. The distributor, and manufacturer are not helping and we are constantly having to mop up water to protect our cabinets from damage. No one returns calls, texts or emails and it becomes our problem deal with. The unit will be over 2 months old and we haven't been able to use it. We paid almost $10 000 for it.

  

  Business response

  09/04/2022

  While we do sincerely apologize for the troubles with the customers unit leaking, this is something that is obviously unexpected and we deal with it as it comes. Our service techs went out to the customers house and addressed a leak and repaired it however following that repair, it was found to also be leaking from another area. Each time repairs are needed on a unit, we contact the manufacturer, Master Spas, and discuss the problem and order new parts and schedule new service based on their recommendations. This is the corrent situation the customers are in. I would also like to explain to them that our service department is undergoing major changes, starting with management and this includes working to improve how our techs work in the field. We want to assure our customers that we are in contact with Master Spas and they are aware of this customers' problems as we work together to get their hot tub back up and running so they may resume enjoying it. We encourage this customer to also reach out to our customer service department at ****************************************** with any questions or concerns so we may assist them. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  on ****** we purchased a jacuzzi from this company. We paid a deposit of $2,640.00. We were told we were purchasing a TWILIGHT SERIES 7.2 MODEL. At the time of delivery which was on ****** we received the delivery and paid the balance due to $6,783.00. We did not know that we received the WRONG JACUZZI until we ordered the filters from the only place that sells these filters (the place that sold it to us). I paid over $500 for all of the filters we were told that we needed for our jacuzzi to cover us for 2 years. When the filters were delivered, this is when we found out the discrepancy. The filters do not fit our jacuzzi at all. They sold equipment that does not fit the jacuzzi that was delivered to us... We were delivered filter X268546, X268543 and the cartridges that go inside of these 4 filters. The 2 filters do not go with this jacuzzi. We removed the one and only filter that our jacuzzi has and found the model info on that filter is X268548. The model number on the jacuzzi we have is model *******. Since the jacuzzi we have only has ONE FILTER there is no question in our mind that our jacuzzi is smaller than what we purchased as the Twilight Series 7.2 requires 2 filters not 1. We wonder how many times these mistakes are make and the consumer is not aware of it. We got to looking at the book that they provided to us and that they highlighted what we were buying and the jacuzzi that is at our home is not even in this book at all.. I have called so many times that I have lost track. NO ONE RETURNS MY CALL. I asked to speak with a supervisor and I then get an EMAIL and the person does not even sign it. I am not getting any answers.MEANWHILE, WE HAVE THE WRONG JACUZZI IN OUR BACKYARD AND WE DO NOT HAVE FILTERS TO GO IN IT AND THIS IS THE ONLY PLACE THEY CAN BE PURCHASED.I am filing with BBB before we obtain legal counsel. I will be also posting to find out if others consumers have been sent a less expensive model and will consider a class lawsuit

  

  Business response

  08/16/2022

  I'm in contact with the customer as of today 8/16/22. I sincerely apologized for the communication problems she experienced given that this seemed to be a simple issue of an incorrect filter order, however, upon receiving the customers last email I looked further into it and realized what had happened and how the customer received the wrong unit. The customer was thankfully extremely understanding that this was an isolated incident and that we are prepared to right 100%. We have discussed the options with the customer and she's requested some further information which we will be discussing over emails so they can make the best decision as to how to proceed so we can make the situation right with them. We will continue to stay in touch with the customer until the matter is resolved. 

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a swim spa from South East Spa approximately 18 months ago. One of the spa motors is not working. Ive contacted the company multiple times requesting service over the past two months. The company still has not provided service. I was sold a very expensive spa which I can not use.

  

  Business response

  09/04/2022

  We would like to apologize for the delays in service, our service department is currently undergoing some major changes and this is requiring some adjustment. We had to coordinate a lot of parts in order to ensure we would be able to address this customers service need in one visit. This unit was service just this past week and it is back up and running. As always we encourage our customers to reach out to our customer service department at ****************************************** with any questions or concerns they may have so we may better assist them. 

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Master Spa Twilight series 7.2 hot tub and electrician had it up and running 05/17/2022. Only a few of the LED lights worked. I made numerous calls to the St ***** store for service. Finally, June 27th, ********************************************************************************************************************* order to find the leak he had to ***** out the rubber like insulation that the LED is imbedded in. The leak is coming from a PVC elbow that is cocked so the straight line pipe is not correctly seated. Repairs would include restringing new LED lights after removing insulation; refitting the pvc elbow and running a new straight line pipe. Finally, the unit has to be fully insulated. The tech that came out on the 27th said the repair is very difficult because of the location of the elbow and the fact that pvc is not very forgiving once glued. I told him I didnt want a *****-rigged repair and would prefer swapping this out for a new one. He said he was not authorized to do that. Also, I tried calling *****, supervisor in the service department and he didnt pick up so I left him the same message. I also emailed Master ******************** and told them of my concern. They said only South East Spa could make the decision for a new hot tub. He said he would call them. The Service tech said he would report and reschedule a call. This is July 12th almost 2 months since Ive had a defective hot tub. I have left numerous messages with my salesman and the ************* and never get a call back. If Im not getting a new hot tub Id like to know; I will not except a repair job that doesnt leave me with a tub that matches the manufactures design and specs. I paid $12000 for a working, defect free hot tub. As a resolution Im also agreeable to getting my $12000 back. My hot tub is 2 months old.

  

  Business response

  07/18/2022

  We do apologize for the initial delay in service from the time the customer reported the LED damages. Once our service tech came out he found a plumbing issue causing a leak was ultimately responsible for the LED problem. We planned and rescheduled the customer for 7/25 to do a full repair. This repair is instructed as per master spas and will be done per their instructions. The service tech did not have the appropriate materials to perform the repair at that time which is why we had to get the customer rescheduled. Master Spas and ********************** fully backs up the unit and the warranty behind it and feel confident this repair can be completed without a problem. 

  Customer response

  07/19/2022

   
  Complaint: 17555229
  
  I am rejecting this response because:  I am delaying a final response until all repairs are completed to my satisfaction on 07/25/2022.
  
  Sincerely,
  
  *******************

  

  Business response

  08/16/2022

  We went out to the customer's house on 7/25 to replumb the unit and fix the leak issue and that work was completed. During that service call we also attempted to fix the LED problem the customer was having however the LED problem required replacement of the entire LEDs all around the unit and not just the one piece that was having an issue so we rescheduled the customer for 8/23 to complete that service.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Delivered January 2022. Problems began right away. No resolution to the issue until March 2022. Once service was scheduled the the manufacturer Master Spa cancelled and no notification was given by Southeast Spa until repeated follow up calls were made by me. The repair man showed up on April 29th and was unable to fix the problem. Todays date is June 24th there is no resolution, no information as to when the hot tube will be repaired. Have now owned this for 6 months and have gotten no more than 2 months of use from it. The price we paid was more than $15,000.00.The companies involved seems to have no concern which is evident by the fact that they are not returning calls or offering information as to when we can expect resolution.

  

  Business response

  07/26/2022

  We sincerely apologize for the delays in getting service scheduled to come out. We are making changes within our ****************** to address these issues. A service call has been completed and within the past 2 weeks and the unit is back up and running as it should be. We continue to be available to the customer for any future concerns or service requests and encourage him to reach out to our customer service department directly at ****************** with any questions or concerns that we could assist him with. 

• Initial Complaint

  06/08/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Sales agreement engaged on 6/6/21. Per Purchase Agreement ****************** #7. "In the event, if delivery of the subject Hot Tub and or swim spa is not completed within twelve (12) months of sale, then this contract shall be deemed terminated and deposit forfeit to the Seller." BBB complaint being filed 6/8/22 which is past the agreed twelve (12) month Purchase Agreement ******************. I am not in agreement with deposit being forfeited to Seller.Amount of transaction is as follows: Sub-Total $8,495.00, Tax $584.70, Delivery included, Doc/Register fee $45, Total $9,124.70, Deposit ***************** $1,368.71, Personal MasterCard deposit $1,368.71 for a total of $2,737.42 deposited. Total still owed to Green *** deposit $827.92.Business committed to deliver hot tub twice. Once in November 2021 and second delivery March 2022. Both dates failed to deliver.Dispute is lack of delivery within Purchase Agreement ****************** of twelve (12) months. Secondly that the deposit will be forfeit to seller. All deposits need to refunded to buyer and remaining Green *** deposit owed needs to be cancelled.Business has not attempted to resolve issue. They have never called me. I have had to call to get updates that are lies.The Sales agreement does not have an account number or tracking # associated with it. I have a copy of agreement which has been uploaded to settle this dispute.Thank you for your help to resolve this issue.

  

  Business response

  06/23/2022

  We would like to apologize for the delays in delivery for the unit the customer purchased. Unfortunately the manufacturer experienced delays in the building of the hot tubs which ultimately pushed back our expected delivery timeframes from when we spoke with the customer in December 2021. At the time of purchase the contract was signed with a lead time of **** months and an addendum document provided to the customer and signed that states as follows "Due to the Covid-19 pandemic the supply of products from our manufacturers may be delayed and the estimated lead-time to receive your order from Master Spas, LLC may be longer than originally estimated. (...) This Addendum is made apart of the initial Purchase and Sales Agreement and the language contained in this Addendum shall supersede and control over any contrary language in the main Purchase and Sales Agreement executed simultaneous herewith." These documents are extra information for the customer that since we're dealing with unexpected delays, extended wait times on delivery are possible and don't constitute a breach of contract either by the customer our company. We continue to be available to the customer and will honor the contract that they entered into with us. 

  We understand the customers frustrations with delivery timeframe and encourage the customer to contact us at ************************************** with any further questions or concerns. We have their hot tub ready to be scheduled for delivery and we will be reaching out to the customer to proceed with delivery. 

  Customer response

  06/27/2022

   
  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

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  South East Spas refuses to contact me with regards to warranty service of a spa delivered on 4/12/2022. I have called on numerous occasions and spoke to their customer service representatives with assured me the service department would get back to me. They never have. I have also spoken to the manufacturer (MASTER SPAS) and asked them to intervene on my behalf with no luck. It has been over 2 months with no contact from South East Spas service department at all. I am asking for a full refund since the retailer and manufacturer may not service the spa in the future even if they decide to fix the current issue. Spa serial # ******* Please help Thank you

  

  Business response

  07/18/2022

  We sincerely apologize about the delays in service *************** experienced. We have made changes to our service department in an effort to correct concerns such as these. We had a service tech come out to the customers house and resolve the LED issue which was disconnected. The customers hot tub should be up and running with no issues since the repair. We continue to be available to the customer at ************ via our service department (ext 2) and our customer service (ext 3) line. 

  Customer response

  07/20/2022

   
  Complaint: 17314493
  
  I am rejecting this response because:

  I am still requesting a full refund. As you can see from this business's response they do not even know my correct name or do they care. They refer to me as ****************.

  The HOT tub was a demo form a trade show and I had to wait over 3 months to effect a warranty repair. This is after numerous complaints to agencies such as yours. I paid over $11,000 for to a supposed A+ rated company.

  I realize the BBB has no legal jurisdiction over this merchant but I thought it was their primary responsibility to warn other potential victim's of a shady business. practices. I do hope you will change the rating for this business to protect others.
  
  Sincerely,
  
  *********************************

  

  Business response

  07/21/2022

  We sincerely apologize for the customer name confusion on our part. However, as you can see the response in regards to the customer's complaint was accurate and addressing the original service issue about the LED lights not properly functioning. We have addressed this customers complaint with their unit and upheld the warranty terms of the product he purchased. The customer also insists that this unit was a demo used during one of our trade shows based on the run times shown on his control panel, but these run times are from the factory test runs prior to final shipping to the dealer for delivery. This customers complaints do not warrant a full refund regardless what he wants to assume despite of all the clear explanations we and Master Spas can offer him. 

*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. ↩