Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a hot tub from Integrity Spas. We used it twice when we noticed it was leaking. Since then we have not used it. 11/14/2023 -- I emailed Integrity Spas about the leak and asked for warranty service. 11/19/2023 -- I received no response so I emailed them again. 11/20/2023 -- **** emailed me a schematic. 11/23/2023 -- I emailed **** saying I did not understand what to do and asked for warranty service. 12/3/2023 -- No response so I emailed **** again. 12/10/2023 -- No response so I emailed **** again. 12/10/2023 -- **** emailed me saying he will respond the following day. 12/11/2023 -- **** emailed me saying he is getting a local tech to troubleshoot the spa. 12/11/2023 -- I emailed **** thanking him. 8/12/2024 -- I emailed **** saying that it has been eight months and asking why it is taking so long. 8/12/2024 -- *** emailed me asking if my spa is still leaking. 8/12/2024 -- I emailed *** saying "Yes." 8/29/2024 -- I received no further email from Integrity Spas so I emailed asking when my spa will be repaired. 8/29/2024 -- *** emailed saying a local tech will set up an appointment and providing their contact info. 9/23/2024 -- I emailed the tech and *** saying that I had not heard from them. 10/4/2024 -- I did not heard from them so I emailed the technician and *** asking what is going on. 10/20/2024 -- I did not hear from them so I emailed the tech and ***, again, asking what is going on. 10/21/2024 -- *** emailed saying the tech had been in a car accident and will get back to me shortly. 10/23/2024 -- The tech came by my home. My wife let him in and showed him the hot tub. He left without letting her know when he left or providing any status. 10/31/2024 -- I emailed **** asking the status. 11/9/2024 -- No response, so I emailed **** again asking the status. 11/11/2024 -- **** said the tech said everything was fine because he ran it for a couple of minutes and did not see a leak. 11/11/2024 -- I emailed **** saying it is not fine and it still leaks.

  Business Response

  Date: 01/01/2025

  Integrity Spas
  **** * ***** ** *** ***
  Leawood, KS 66211
  
  
  January 1, 2025
  
  BBB Serving Greater Kansas City
  **** **** ******* ***** ***
  Kansas City, MO 64114
  
  RE: Case #:
  
  This is in response to a complaint we received from our customer **** *********.
  
  We sincerely apologize for the issue the customer has experienced. Per the customer’s complaint he contacted us stating he thought his spa was leaking but was not sure and unable to determine where it may be leaking.  We had a local technician inspect and run the spa thoroughly and found no leaks.  The inside of the spa was completely dry and no leaks were found.  We received this complaint a month after the technician’s inspection.  We have tried to contact *** ********* via e-mail and phone calls with no response.  We are willing to send the technician out again to inspect the spa again but the customer is not returning our calls or e-mails.  We stand behind our spas and will do what is necessary to take care of the customers’ concerns but at this point the local technician found the spa to be functional properly with no leaks and the customer is not returning our calls or e-mails.
  
  Thank you,
  
  ***
  
  Integrity Spas
  www.integrityspas.com
  (877) 233-8123

• Initial Complaint

  Date:11/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a swim spa from them in 2020. The shell of the spa comes with a 10 year warranty. In February when we were draining the spa for annual maintenance we noticed on one of the steps it was starting to have a crack. We took pictures and sent to them to see what could be done. To get someone out for repairs. Their immediate response was that we must have done something to cause such damage (i.e. leave it uncovered). I said it has a cover and on top of that we have a shade cover over the swim spa as well. We take excellent care of the spa. We have records of contacting them through the years for new filters, etc., to maintain the spa in tip top shape. I first contacted them April 13, 2024. They said they would find someone to come out to look at it for repairs. I heard nothing from them so I contacted them again in March 14th, Then again May 10th, June 30th, and August 24th. In addition to these emails, I placed several calls to them as well. Most voicemails went unreturned. If I did get through they would simple tell me they were working on trying to find someone to come out. They will not respond and have not contacted me back concerning the warranty and finding someone to help us. The spa has now been drained and not used because the crack has gotten worse through the year and deteriorating more. The spa is now useless until it can be repaired. I just need someone that can take a look at what is happening so we can get it fixed. I can't imagine we have done anything to it since we have taken care of it exactly as they have instructed. Blaming us seems to be a way to get out of having to repair it. Either way, I would like someone to look at it so we can determine what needs to be done so we can get it repaired. If a professional deems that we have done something to cause this type of damage and the warranty is not valid, then fine, but at least get someone out here to determine that. Now they don't respond and we need assistance.

  Business Response

  Date: 12/01/2024

  Integrity Spas
  **** * ***** ** *** ***
  Leawood, KS 66211
  
  
  December 1, 2024
  
  BBB Serving Greater Kansas City
  **** **** ******* ***** ***
  Kansas City, MO 64114
  
  RE: Case #: ********
  
  This is in response to a complaint we received from our customer ****** *****.
  
  We sincerely apologize for the issue the customer has experienced. Per the customer’s complaint a small crack has developed in one of the seats of her swim spa.  After reviewing pictures it does appear this was caused by impact (i.e. something being dropped in the seat).  However, the spa features a 10 year structural and a 5 year surface warranty.  We are working on getting an acrylic technician out immediately to inspect the issue and repair if determined to be a defect in the manufacturing process.  We truly apologize that this was not taken care of in a timely manner. We hold ourselves to a higher standard and are working to ensure this type of issue doesn’t happen again.
  
  Thank you,
  
  ***
  
  Integrity Spas
  ********************* ***** ********

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I ordered my spa it was supposed to be delivered with a tether installed. There was no tether and no hole for the tether to go. They asked for pictures which I provided. In March of 2023 I received my tether in the mail and they said they would have a technician install it months went and no word from integrity. I had a friend say they would install it but then after considering it he was worried if the tub cracked while installing it would integrity spa cover so he backed out. I asked integrity Spas for a refund and they won't refund me said they would find someone months have went by and they won't respond to my emails. I have attached the original invoice and pictures of my cover.

  Customer Answer

  Date: 08/12/2024

  They're sending me a check for the tether and waiting to hear back from the cover manufacturer.

  Business Response

  Date: 08/22/2024

  
  
  Integrity Spas
  **** * ***** ** *** ***
  Leawood, KS 66211
  
  
  August 22, 2024
  
  BBB Serving Greater Kansas City
  **** **** ******* ***** ***
  Kansas City, MO 64114
  
  RE: Case #: ********
  
  This is in response to a complaint we received from our customer ******** *********.
  
  We sincerely apologize for the issue the customer has experienced.  This customer received their spa without the installed swim tether.  She requested a refund which has been processed and a check has been mailed.  The spa cover manufacturer was informed of the issue and is replacing her cover skins.  We truly apologize that this was not taken care of in a timely manner.  We hold ourselves to a higher standard and are working to insure this type of issue doesn’t happen again.
  
  Thank you,
  
  ***
  Integrity Spas
  ********************* ***** ********

• Initial Complaint

  Date:02/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a swim spa from integrity spas for 24,000 and received the incorrect cover for the spa during the delivery. This might not sound like that big of a deal but the covers are thousands of dollars if you order an after market top. Since the top doesn’t fit then electric bills sky rocket. It’s close to 3300 gallons and it’s heated on both sides of the spa. Our electric bill has tripled some months as we don’t have a way to keep the heat in with no cover. Integrity sent us one cover after the original one came in wrong and it was a cover meant for a spa we didn’t order so it too was wrong. *** keeps telling us another one is coming but it’s been 12 months of trying to get the correct and we are still waiting. Not sure what to do but really want to fixed.

  Business Response

  Date: 03/12/2024

  Integrity Spas
  5251 W 116th Pl Ste 200
  Leawood, KS 66211
  
  
  March 12, 2024
  
  BBB Serving Greater Kansas City
  8080 Ward Parkway Suite 401
  Kansas City, MO 64114
  
  RE: Case #: ********
  
  This is in response to a complaint we received from our customer **** *******
  
  We sincerely apologize for the issue the customer has experienced.  This customer received their spa with a spa cover that has the wrong corner radius.  The spa cover manufacturer was informed and we understood the issue was resolved.  We truly apologize that this was not taken care of in a timely manner.  We have contacted the cover manufacturer again and the replacement covers will be shipping in 7-10 business days.
  
  Thank you,
  
  ***
  
  Integrity Spas
  ********************* ***** ********

• Initial Complaint

  Date:12/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my integrity swim spa in Jun 2022 and it arrived with some damaged panels (large holes in the panels that allow you to see inside of the swim spa, and could allow critters to come inside). As I had already set up 3rd party crane service scheduled to get the swim spa in place and the delivery company said Integrity would send replacements. I accepted the swim spa delivery. I notified Jeff & Jay right away and sent along photos of the damaged panels. They’ve said they would send out replacement panels. However, a 1.5 years later I still do not have them. I’ve had to periodically follow up with them over the past year and currently ghere is no update at all on receiving panel replacements. I am very disappointed by the customer service and would have appreciated if panels could be sent out to me. To date, over 1 year later I still do not have the panels to cover the holes. Also while fortunately the swim spa does work in general (like it seems to filter and holds heat), there are some issues with it such as the swim jets not working well to allow swimming and the water temperatures not being able to reach what the display says.

  Business Response

  Date: 12/29/2023

  Integrity Spas
  **** * ***** ** *** ***
  Leawood, KS 66211
  
  
  December 29, 2023
  
  BBB Serving Greater Kansas City
  **** **** ******* ***** ***
  Kansas City, MO 64114
  
  RE: Case #: ********
  
  This is in response to a complaint we received from our customer ***** *******
  
  We sincerely apologize for the issue the customer has experienced.  This customer received their spa with cosmetic cabinet damage from shipping.  The customer noted the damage on the delivery receipt and accepted the spa.  The damage is cosmetic.  The new panels have been shipped and delivered to ***** *******
  
  The customer’s concerns have been resolved. 
  
  Thank you,
  
  ***
  
  Integrity Spas
  *********************
  ***** ********

• Initial Complaint

  Date:05/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Industry standard on hot tubs is to have spray foam insulation around the tub and pipes to hold the heat in, there is absolutely no insulation around the tub or the pipes. I emailed and asked about adding needed spray foam around the tub to hold in heat, he said that would void the warranty. There is nothing in any of the literature, on their website, in the manuals they email mail that says anything about there insulation there isn't any. The thin silver bubble wrap hanging around the cabinet is not insulation. He said I can add house insulation that would get mildewed and would not keep the heat in. I want them to properly insulation my tub to industry standard that is what I expect.

  Business Response

  Date: 06/16/2023

  This is in response to a complaint we received from our customer ******* *******.
  Mrs. B******** spa is insulated exactly as we designed it.  We intentionally do not spray foam all
  over the pipes in the spa.  This is not necessary for efficient operation and many spa
  manufacturers have moved away from fully foaming spas.  Our spas are designed and insulated
  for efficient operation in the coldest of climates.  We apply  a high density closed cell foam
  insulation to the underside of the acrylic shell.  This is done prior to plumbing the spa so all the
  jets and plumbing lines are free of insulation for easy future maintenance.  We then wrap the spa
  in a thermal insulating blanket and the maintenance free cabinet panels have a high R value as
  well.  We do have the insulation information on our website.  You can learn more about the
  construction and insulation of our spas on our website here:
  ************************************************* * **** ******* is welcome to add insulation
  to the spa if desired but it isn’t necessary.

  Customer Answer

  Date: 06/16/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ********** ********
  I am rejecting this response because:
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:05/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recieved a swim.spa from i**************m on February 14th 2022. There is a 5 year warranty on the cover that likely will need to be replaced. I have called and emailed the company to let them know what was going on with the cover and have gotten no response. Most of the straps have broken and ripped off from the cover and the inside liner of one side has melted causing a huge hole in the liner that has gotten bigger over time.

  Business Response

  Date: 06/09/2023

  ********* **** **** * ***** ** *** *** ******** ** ***** **** ** ****
  
  *** ******* ******* ****** **** **** **** ******* ***** *** ****** ***** ** ***** *** **** ** ********
  
  This is in response to a complaint we received from our customer ****** *******
  
  We have spoken with this customer and forwarded the pictures of the cover to our cover manufacturer and they are replacing the cover skin for the customer under warranty.
  
  ***** **** *** ********* **** ********************* ***** ********

• Initial Complaint

  Date:04/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Big Kahuna in October 2018 and paid $12,000.00, my wife and I were estatic when it arrived three months after we ordered it. It had no steps. I complained they sent us some about two months later they were the wrong size, So I complained and three months later some came and were OK to use. The Big Kahuna comes with a entertianment center, a stereo and a TV. TV was in Chinese programming. thats when I learned the whole hot tub was 100% made in China. I usually refuse to buy things from China but here we are with a Chinese Hot tub made for Chinese people sitting installed in my back yard. So what were we to do other then complain how we got something other then what we signed up for. After complaining the TV cannot be reprgrammed and that I am not going to learn chinese anytime soon almost three years later they send me a TV without warning, Today it sits here in a box since they didnt offer to install it or pay for me to get it installed. Then we come to LEAKS. Within 9 months from purchase it started leaking, They sent me two waterfalls and I had them installed and was reimbersed by Integrity Spa's Then the tub had more leaks which was fixed but doing so I learned that the (cheap) air hoses over time are contracting and pulling on 3/8 tubing and causing failures on the connections, There are over 100 such connections and several have failed My tub is 5 years old and has had 6 leaks we could find and fix, it is still leaking These 3/8 hose fittings are poorly designed. The hot tub tech who works on my tub expects within two to three years it will be garbage. I said what, he told me soon it will start leaking everywhere these hoses are connected and to fix them all would cost the same as buying a new hot tub. When I complained and asked for solutions integrity Spas told me its out of warranty. The advertising states that the tub has stainless steel jets. There is no stainless steel anything in it or on the jets when I mentioned that they ignored me.

  Business Response

  Date: 04/06/2023

  This is in response to a complaint we received from our customer **** *******.
  Mr. ******* purchased a Big Kahuna spa in October of 2018.  The spa featured a two year parts, one year labor warranty on the pumps and plumbing.  The spa featured a 90 day warranty on the TV system.  Per the customer’s own admission we resolved any issues he experienced during the warranty period.  The customer’s timelines are not accurate as the new TV was shipped within 10 months of the spa being delivered.  We sourced the original TV from overseas as is the case with most electronics.  The TV was supposed to work internationally.  Unfortunately, the TV model was incorrect so we replaced it at no charge to the customer.  The few warranty issues the customer experienced we resolved at no cost to the customer.
  Fast forward five years, the customer recently contacted us stating he had some leaks in his spa.  We responded explaining the spa is out of warranty but that we can provide any parts needed.  We provided the price of the parts the customer requested.  The customer responded stating he had a 10 year warranty on his spa.  We replied with the warranty information he received when he purchased his spa which included a two year parts, one year labor warranty on the pumps and plumbing.  The customer responded with threats of scathing reviews and litigation if we do not fix the spa at no charge.  We have not responded to the customer e-mails trying to extort us.  This communication is being forwarded to our attorney for review.
  Mr. *******’s spa is years out of warranty.  The leaks he is experiencing are very likely due to poor water chemistry over the years.  We use the same jets and plumbing in all our spas.  We have been in business for 17 years and have thousands of spas at customers’ homes across the country who have experienced years of worry free enjoyment.  If spas are not maintained correctly issues will arise which is true of any brand spa.  In the few instances our spas need to be serviced under warranty we receive compliments from independent spa technicians on the quality and workmanship of our spas.
  Our spas feature industry standard stainless steel jets.  The stainless steel is a cosmetic upgrade to the face of the jet.  There is no such thing as completely metal jets in hot tubs.
  We are sincerely sorry for the issues this customer has experienced.  At this point the customer is years past the manufacturer’s warranty.  We have responded to the customer with pricing for the replacement parts he needs and will continue to support him.

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a hot tub/swim spa combo from Integrity. The swim spa portion lost all of its water for no apparent reason. I contacted the company and was told that they could send a technician out to look at it, but we would have to pay for the service call. I inquired about a warranty on the unit and was told that it has a warranty but the representative would not tell me what was covered. He would only explain everything that was not covered. He suggested that I should start refilling the hot tub to determine where the leak was. Again, I inquired why a warranty would not cover a leak. I was told that there are unions underneath the unit that come loose. That set off red flags for me. Why would they use unions that are known to come loose? Especially in cold climates like where I live. Integrity submitted a response to my review of their spa claiming that I said I had not used the unit in several weeks. That is completely false. I never said that. They claim that they are working hard to resolve this issue. That is also false. They are lying to cover their back sides. My wife had to do her own research on the warranty because they would not tell me. This company is shady.

  Business Response

  Date: 05/03/2023

  This is in response to a complaint we received from our customer *** *******.
  We truly apologize for the issues this customer is facing.  We have read the complaint and this is not the conversation we had.  We work very hard to provide exceptional customer service.  Please see the many five star reviews we have received for exceptional customer service.  The customer contacted us Tuesday, March 28th stating they hadn’t checked the swim spa for a couple of weeks.  The previous Sunday they opened the swim zone side and found it empty and on with an error message.  They waited until Tuesday to contact us.  They had no idea where the water had gone.  The area around the swim spa was dry with no evidence of water.  The hot tub zone is full, heating and working fine.  They asked what the next steps are.  We explained that the water doesn’t just vanish and to find the spa empty is extremely unusual.  We suggested beginning to refill the swim zone to see if the water was leaking out.  We also explained, as is stated in the manuals, that spas have unions that connect the plumbing to the pumps and heater.  These can become loose over time and need to be tightened by hand.  This is true of any brand hot tub or swim spa.  We suggested checking the unions to be sure they were tight which is normal customer maintenance on a spa.  The customer became very caustic and stated it is not his responsibility to touch the spa and expected a local technician to come out to evaluate the spa.  We explained that we will be happy to send a technician out but if there was nothing wrong with the spa they would be responsible for the service call.  The customer hung up the phone.  We set a technician up the same day and received a very kind e-mail from the customer’s wife stating the tech had already been in contact with them as was extremely helpful.  The swim spa was serviced on April 12th by our local technician at no cost to the customer.
  We stand behind our spas and take customer service very seriously.  We have serviced the spa under the warranty at no cost to the customer.
  Thank you,
  ***

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased and paid for my Jamaican Spa for the price of $24828.00 on May 18. To my surprise, it was actually in stock. Unfortunately for me, my pad was not ready yet. When the pad was finally ready the spa was delivered on July 21. Immediately upon delivery I noted several imperfections with the outer panels. I called *** at Integrity and he assured me he would send replacement panels. With that being the case I accepted the spa. Please note, the driver informed me that this unit was already rejected by someone else. Unfortunately for me, I had a crane in my driveway, a pad built, all electric plumbed and frankly I was excited. While lifting it via crane, I also noticed a large poorly repaired section on the bottom of the spa. When I say poorly, I mean a 5 year old with Playdo could have done a better job. Unfortunately for me it got worse after its first fill. Several jets are not working, several lights are not working and the icing on the cake was a LEAK. Not a small one, I was losing an inch or two every day. At first I dealt with it by filling it every few days but with ******* winter quickly approaching I knew that was not a good solution. Since service is basically non existent, I removed a panel and found quite a bit of water at the spas base. I sent Integrity several pictures and a "certified" technician came out within seven days. They found a leaking t-valve/diverter, capped it and said they would be back to replace it. Additionally, they found numerous plugs for the lights that were faulty. This was at least 2.5 months ago, I am in the thick of ******* winter, and I cannot get Integrity or the "certified" technician to reply to texts, emails or phone calls. Although my spa is still under warranty, I feel that warranty is worth the paper its printed on. Unfortunately for many consumers, Covid killed customer service. Now that we are facing a global recession, perhaps it will make a comeback. Of note, this is my first BBB complaint!

  Business Response

  Date: 01/27/2023

  This is in response to a complaint we received from our customer *** *******.  We have resolved *** ********* concerns
  
  *** ******* received his swim spa and noted that three of the maintenance free cabinet panels were marred.  We ordered replacement panels from our cabinet manufacturer and have shipped *** ******* the new replacements.  Our local spa technician, ***** ******, is installing the new panels at no charge for the customer.
  
  The bottom of the swim spa was not damaged.  Our swim spas feature black fiberglass pans that seal the bottom.  The pans are two pieces with a seam in the middle.  This can look like a crack but it is how they are designed and built.
  
  The customer received the swim spa on 7/21.  After filling and setting up the swim spa the customer reported a leak and that two of the swim jets were not working.  Our local technician, ***** ******, serviced the spa on 8/3.  ***** found the ozonator check valve was leaking but everything else in the spa was working perfectly.  The issue with the swim jets was operator error.  ***** showed the customer how the swim jets are turned on and off and how the current is adjusted.  ***** removed the ozonator check valve and stopped the leak.
  
  With regards to the spa lights, three of the individual LED lights had fallen out of the diffusers during shipping.  This was a simple fix.  Our technician pushed the lights back into the diffusers and they are working properly.
  
  *** ******* was going to use ***** to do some additional work and ***** was going to combine the completion of the warranty work with the additional work.  This is what caused the delay in service.  After *** ******* contacted us about his concerns we had ***** complete the repairs immediately instead of waiting to combine them with the additional work.
  
  We are sincerely sorry for the issues and have resolved the customer’s concerns.
  
  Thank you,
  
  ***