ComplaintsforClearwater Spa Co.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  - First contacted Clearwater Spa on 5/31/21. My hot tub was not getting power. - They sent a technician to evaluate and he determined it needed a new board which is also connected to the heater, so it would also need the new heater. (Although the heater was working fine). - They ordered the part and returned on 7/24 to install the board and heater.- After the repair the lights in the hot tub were not working.- Clearwater returned to fix the lights.- Now after the last "repair" the heater is not working at all. The lights only light in red and no other colors are working.- The last technician also cracked the outside cover of the hot tub - I have called and emailed Clearwater Spa numerous times over the past month and have had no reply. The answering service they use confirms that they are receiving the messages.- Now I need to hire another company before the weather gets too cold and freezes the water in the pumps which would cause significant damage.- I would like my money back so I can hire another company to repair it properly.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  A technician from Clearwater Spa came to my house in February 2021 to evaluate the repairs on my hot tub. I was charged $289 for the visit - to be deducted from the final bill if I hired Clearwater to do the repairs. On 03/02/2021 I reviewed the estimate for a value of $2916.45 and agreed to it. I paid an additional $1367.33 for a total amount paid of $1549.12 consisting of a 50% deposit. The installation was scheduled for 03/14/21 then cancelled because of the weather. It was rescheduled for 03/24/21 but I was on a business trip, so rescheduled again for 03/28/2021. I waited all day on 03/28/21 but nobody came and I was not notified of an eventual rescheduling of the job. When I called Clearwater, one of their technicians sent me a text message indicating that a filter was missing therefore they were not able to do the installation. I asked to explain why they had already scheduled the work 3 times since the part was missing, I received no explanation, but an apology for the poor communication. The following week, the technician contacted me indicating that he had found a replacement filter and ordered it. It should be delivered around April 6 and the installation could be done shortly after. He proposed the following Tuesday or Friday. I waited both days, but nobody came. All of my text messages to this person since 04/14021 have remained unanswered.I contacted Clearwater customer service by phone and by email to find out what was going on and know when the repair would be completed: no response. On 04/14/21 I contacted Clearwater again, expressed my frustration and demanded the return of all my payments - including the initial $289 since they broke our agreement. I received another apology for the poor communication and an offer to fix the issue. I was to hear from them the next day (04/18/21). As of today - 05/15/21, I have not heard from anyone and am still waiting for the refund of the 50% deposit.

  Customer response

  05/27/2023

  I have not heard from the business in response to my complaint. If you cannot resolve the issue, I believe that the next step would be for me to take them to the small claim court, right? 

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My hot tub was broken. I filled out some info online looking for a hot tub repair co Clearwater spa called me back and we scheduled repair (I had used them 6 years ago but had not used them since) They came out on 9/1. Technician ******. Met with my husband and I. Reset machine got it working. Said if it stopped working to text his scheduler and he would order some switches to repair and would come again and no service call charge for second visit He was here under an hour They took my credit card when I booked appt they told me $285 for appt Never got an invoice or receipt or an email Repair lasted 5 days I texted *** at Clearwater spa immediately like he told me to on 9/5. She received message and said she would let him know Texted again 9/13 no response Called main number and left message with answer service. No call back. Waited a few days called again left second message no response Searched internet and found owner ***************** and called new number. Left message with person. No response Sent text 9/20. No response Googled them and reviews and found many people with same experience Called credit card company this am and found they charged me $414.00 on 9/3. Asked card to dispute charge now. Never got bill. No parts were used. Said it was $285. Wont text or call me back and hot tub is broken. Actually worse because before I could get it work myself for 48 hours before it will turn off again. Now just wont work

  Business response

  09/22/2022

  The charge was more than originally stated over the phone because the service call took longer than normal. When we left the hot tub was working an informed them of the difference in cost. We also told them if they had any other issues it was probably a sensor. The customer called 2 weeks later stating the hot tub was no longer working so we reached out to order the needed sensors. They have just become available and I have scheduled the repair for Thursday, 09/29/22.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Clearwater Spa Co. to repair my hot tub. It required a couple of expensive parts to be ordered so I agreed to pay a deposit on the parts. On August 12 the job was partly done; the company charged my credit card without my consent for the completion of the job, even though the job was not done. They seem to have stored my credit card number without my permission. I called the company on the 13th when I received the invoice for this charge and they assured me that they were waiting for another part and that on September 7 someone would come and finish the job. This did not happen. I called twice on Monday, September 13 and left a message with the answering service. They did not call me back. The number I called (617-964-8600), which is on the invoice, was no longer in service on Wednesday, September 15 when I called again. I called the other number on the invoice (617-803-5759) and left a voicemail message. I have heard nothing. I would like the job finished.

  Business response

  10/21/2021

  I have let the customer know that on two separate occasions that we have reached out to the manufacturer for technical support as the part they have sent us for her spa repair is not fitting as it should. She is aware that this is the reason the jet portion of her repair has not been completed. The invoice she has submitted as part of her complaint is for the entire job, of which the leak has been resolved and her new topside has been installed. Of the $1250 invoice, $95 is the cost of the jet. We have contacted her and let her know that while we still have not received input from technical support at the manufacturer, we will return and attempt to get the jet insert to stay without instruction. Should this not work, we will refund her the cost of the jet, which is $95.

  Customer response

  10/21/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   It is not an acceptable resolution to refund me just the cost of the jet.  They have installed a jet "housing" (for lack of a better way to describe it) which is not functional as a jet if they can't install the jet.   This means I will need to pay another company to come and re-do the job, which will cost much more than the cost fo just the jet.  While I agree that the jet is no longer leaking, it is also not fully restored to a functioning jet.  I should not have to pay for the labor on that part of the job twice, once for them to do it incorrectly and once for another company to come and do it correctly.   The appropriate resolution is to refund me the cost of the labor on the jet repair as well, so I do not incur further cost hiring someone else to finish the job.

  
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  FAQ
  
  Regards,

  ********

   

   

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