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Complaint Details
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Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We bought the Hot Tub in July of **************************** August of 2023. It came damaged and we should have refused it then, but didn't as it was cosmetic, and I fixed it. On June 29th 2024 a sensor went out causing a high heat warning and the jets and the hot tub no longer work. I called the company on July 1st, but couldn't get a hold of service, so I told the sales department the issue and was told the service department would get back with me. I didn't hear from them, but I waited a week due to the Holiday. On July 8th I again tried to contact service and left a phone message. On July 9th I stopped into the sales office and was told service was gone but the would make sure I got a call the next day. I called back the next day and the day after and still no word from the service department. I stopped in again on July 12th and was told service was gone for the day. They advertise great customer service but that isn't true as its been two weeks and not one call back from their company. For me there has been no service after the sell and I wish I had never went with that company.
Business response
07/15/2024
Dear ***********************,
We sincerely apologize for the inconvenience and frustration you have experienced with our service. At **********************, we take customer satisfaction very seriously, and we regret that we did not meet your expectations.
We had made multiple attempts to return all of your calls and are pleased to inform you that we have now contacted you and scheduled a service appointment to address the issues with your hot tub. Our goal is to resolve this matter promptly and ensure that your hot tub is functioning correctly. We are committed to providing the high-quality customer service that we promise and that you deserve.Thank you for your patience and understanding. If you have any further questions or concerns, please do not hesitate to contact us directly.
Hot Spring SpasInitial Complaint
01/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Returned from vacation to find brand new hot tub frozen. A hot springs rep told me to wait until the frozen water melted so they could work on it. In April, a technician, ****, came out filled it with water and said we would be out on a list to have a crane come and return it to the main store and look at it. I never was called, so I called several times and was spoken to very rudely about how the list was so long because many other people had the same problem happen. I started to call regularly for check ins and was always brushed off. I finally started to *****, the guy that sold us the hot tub and he said that was unacceptable and he would have the service **** call me so that we could get a new hot tub. That did not happen. I was called by the service **** 2 times in the last 3 months and they only left a message to call them back, which I did. They never called back. Only when I mentioned I would elevate this issue, my call was returned. **** apologized profusely and said their department was horrible before and he is sorry they dropped the ball. I got a call back to me today and he turning the situation around back to me and how could I expect to get it replaced or pay for a crane. I was spoken to very rudely and asked to speak to the manager and he said the manger would tell me the same thing. My husband heard the entire conversation. I called my home owners insurance company about this issue and they made a claim but they are unsure if any of it is covered. The pipes going to the tub were intact. The out fuse box was intact. This was purely a problem with the hot tub. We were away for 7 days and would not expect our brand new hot tub to break down.Business response
02/05/2024
Dear *****************************,
Thank you for your communication regarding the issue with your hot tub. We have communicated with you regarding this issue on your 2020 hot tub that was delivered in September of 2020. Over the past 3 months, we have 17 documented calls to you. Unfortunately, the freezing damage is considered a homeowners insurance issue, as it falls outside the scope of our factory warranty. We understand the frustration this may cause and appreciate your patience. If you have any questions or need further assistance, please don't hesitate to reach out. As you mentioned we suggested referring to your homeowners insurance policy.
Best regards,
Hot Spring Spas
Initial Complaint
08/04/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
We purchased a hot tub last year and it was delivered fall of 2021. Recently we have been in contact with the company because our new hot tub is throwing an error message and it is not usable. We live 2.5 hrs away from where we made our purchase. The company has not made any attempts to communicate about setting up a maintenance call. We have called over 8 times. We spent over ****** dollars and never once did they state during the selling process that maintenance would be an issue due to distance. They even told us there would be no charge for maintenance calls. We're were sold on exceptional customer service and how they take care of their customers. I am upset due to the lake of communication. I just want someone to let me know when we can expect our hot tub to be fixed. Today when I called the service manager gave me no sense of a time line, only went over service fees with me. These were never explained upfront at the time of sale. I feel like we were lied to and taken advantage of. There is a local spa dealer we would have supported, but instead we were mislead.Business response
08/09/2023
Customer satisfaction is always our top priority at Hot Spring Spas. We have always returned all of the phone calls made to Hot Spring Spas. We have addressed the issues in the complaint and we have resolved the customer issues with the hot tub.
Per the customer's desired resolution we resolved it directly with the customer at the time of the complaint.
*******************************
Hot Spring Spas
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.