ComplaintsforSwimming Pool Supply Company

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought hot in February of 2022 for the purchase price of 15,000.Not working properly - Jets - heater -filter -motor Very little help from company. Doesn't return calls or reply to emails. When asked, was told no exchanges. I do have all paper work and receipts.

  Business response

  03/08/2022

  BBB Complaint 43945967-06ED9

  In regards to Masterspas Twilight **** purchased 1/28/2022 by *******************.

  This spa was purchased 1/28, delivered to the customers property in accordance with our Sales Contract on 2/10/22.  Customer called on 3/9 with a complaint that the spas was not heating properly.

  We sent a service tech to the property 3/2, the spa was working to factory specs.

  The customer also had complaints about water chemistry and water clarity which we offered to help with in the store.  Our offer to help with these matters is still open to the customer.

  We denied the customer request to cancel and refund this order as it is outside of our cancellation window which is clearly stated and agreed to by the customer on our signed sales agreement with them.  Going forward, SPS is happy to provide any warranty or non warranty service on the product, as long as the customer is courteous and respectful to SPS staff and management.

   

   

  Customer response

  03/08/2022

   
  Complaint: 16826273
  
  I am rejecting this response because:
  

  We were unable to add water or turn on the hottub for a week as advised by sps. In turn this means that there is no possible way of recognizing the problem with this product any sooner.  I contacted them immediately.  They only sent someone out after the bbb complaint.  The heating system is still broken. They actually broke a piece off off the outside of the tub during this visit and did not put the cover or casing back on

  .m .  Unfortunately after researching this company, it has come to my attention that sps continually tells customers it's them instead of acknowledging faulty product aka filters Jets and temp.  They do not reply to contact unless bbb report and are not being honest about product being operational. We want them to take back the product they sold us that does not work. A new hot tub should work.  If they had got back to us in a timely manner they would have known in the first week it was broken. We wanted refund.  Then there would be no question about return window. 

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

  Business response

  03/21/2022

  The above claim is not accurate in regards to our service policy or the hot tub in question.  However, SPS has come to an amicable agreement with our customer, *******************, to purchase the spa back and move forward.  We consider this matter closed.

   

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

   

• Initial Complaint

  09/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased pool 7/26/2020 with down payment of $5500.00.***************************** was the representative. Paid balance due on 1/8/2021. Was told that pool would be installed on or shortly around 6/1/2021,was informed by ***** that subcontractor ****** was 2 weeks behind-7/1/2021 we visited them in person and was assured that the pool would be installed within a couple of weeks-called again on 8/9/2021 was told that pool would be installed by 8/30/21 with a guarantee by ***** it would be no later than Labor day(9/6/2021) called again on 9/7/2021 and was informed that subcontractor had just finished a job and we were next-called again this morning (9/13/2021) we were told the same,contractor would be calling us. All we want is what we in good faith paid for, we have been very patient and understanding with the COVID,but we keep getting the same rhetoric- 2 weeks or you are next,, again ALL we want is the product we paid for,installation and dirt work we paid for.

  Customer response

  11/10/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because of the end of season,they were unable to complete the necessary work,pool is not complete and we do not have all of the pieces at our house,have to rely on the company to finish this in early spring like promised.

*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. ↩