ComplaintsforNew England Spas

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I had a technician come out to fix the heater because it said the hot tub was at 98 degrees and it was actually at 107. Supposedly there was a recall on that. I also needed him to look at a light that wasn't working. He came and fixed the heater and had to order the light. After he left the waterfall would not turn off. So we asked that when he fixed the light he also looked at the waterfall. He came back on a friday. Replaced the light. and "tried" to fix the waterfall issue, he did not fix it. He made it worse. As soon as he left it it started displaying a sign that said flow error and now it has disabled the heater. They are telling me a week and a half before anyone can come out to "fix" it again, while it is 20 degrees out overnight. And then i am told that I need to try to "meet them half way" and go all the way to ******* to get a heater so that my hot tub doesn't freeze. This is so beyond unacceptable. They came here to fix my hot tub... charged me for it and ended up making my hot tub inoperable. And then tell me it is on ME to make sure it doesn't freeze while try to get someone out there before the 10 days. I paid 20 thousand dollars for this hot tub and this is the service we get?! This is the worst **************** I have ever dealt with. I am Beyond disgusted.

  

  Business response

  03/10/2023

  We apologize for the frustration. We make every attempt to send a service technician earlier than scheduled whenever possible, and we were able to have a service technician service the hot tub on Thursday 3/9/23. ************** found that there was a separate issue from the heater, which he resolved. Our service manager has also reached out to speak with you to make sure that you are satisfied.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm having a issue with NE Spa who I ordered a hot tub cover from in March 2022 and have still not received it.Back in early March - the hot tub lever broke and I called NE Spa to get a replacement and they ordered it and charged me $500 and a $250 service call fee. When the lever came in a Service appt was schedule and a Technician came to install but when he arrived he said he didn't want to install the lever - that my hot tub cover was very heavy and needed to be replaced..and if he did install would break again. He advised he'd email me when ordered hot tub cover and when comes in. He ordered never asking me a color and I had to ask but he then sent me a pdf of the receipt $never advising me that there was a 30 week lead time. He just added to the Notes section and stated No refund. Charging Me $1,114.57. I'm still waiting and when I call NE Spa ************** and try to get Service no one answers...there's always a message advising to go online is the fastest way for a response.I called Sales on 7/6 to get a status and spoke to a ******************* and explained my issue and he was advising me alot of people calling Sales with same issue. Service not answering. Complaining like me about waiting. He advised he'd put in a expedited service request and advise two people ***************** my issue...no return call. Yesterday called and spoke to Sales again. I ***************** explained said I'd get a call back. I did from a guy named ******** who told me cover was ordered by Sundance Spa in ********** and when they have it will try to get it on the next truck and said ********** people are moving up promise date. I asked him if the cover is in and he said he didn't know. He read me from a email from ******** They're trying to get on next truck load and moving up promise date." I called Cali and they say my hot tub cover is ready and NE Spa has to schedule delivery. BUT they say my cover isn't received. Please help. Thanks.

  

  Business response

  08/19/2022

  Due to factors outside of our control, lead times for spa covers are currently 30+ weeks. This is stated on the sales agreement. As of this writing it has been 21 weeks since the customer placed this order. We have worked with the manufacturer to expedite this order as much as possible. Our sales manager spoke with the customer and gave the her the option to cancel the order and we would provide a full refund. The customer opted to not cancel the order. We will fulfill this cover installation once the cover arrives to us from the manufacturer. The cost of the initial service fee,where our technician discovered that the existing cover would damage the new lifter if we installed it at that time, also was applied to the order of the new cover, so effectively this customer did not pay for the initial service visit.

  Customer response

  08/30/2022

  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. 

  I reject NE Spa's response.
  IF there are factors outside NE Spa control & lead time is 30+ weeks,  then the customer should verbally be advised - not state "30+ weeks ETA No Refunds" on the bottom of invoice or as they call Sales agreement. That is how 30+ weeks lead time was communicated and NE Spa implying OK to just state by there response of "This is stated on the sales agreement."  They say they told me thru an invoice? Also -  I didn't know color selection and had to ask Technician after he left saying he'd order it and advise. Now **************** Manager advised me during recent call that color takes longer. ...if color takes longer then that should also be verbally advised and communicated to me - the customer.  *********** Manager - ***** who returned a call to me spoke rudely to me advising I had 2 choices and as if he was the only person I interacted with at NE Spa. He didn't care about any other conversations or interactions I had with others at NE Spa and advised they didn't matter since he wasn't present. My choices were 1. a refund or 2. receive cover and my relationship ends with NE Spa. Either choice he implied there would be no more relationship with them. So I guess if I need any service of my Sundance Spa -I can't get it? They are the only distributor in *************.   I am not cancelling this order and don't want a refund . I need my hot tub cover and is useless without it and now having issues with hot tub water since not being able to open and maintain my hot tub. Now have mineral build up within the hot tub where it feels like sand coated inside.  I asked NE Spa for help to 1 of the calls made & 1 person said they'd request to have someone sent but that didn't or feel isn't going to happen now that I am such a bad customer? I am annoyed by giving NE Spa close to $3000 and not receiving any communication and did say a foul word to 1 person in anger. I know this is not the way to go but now they're going to imply that I am a bad customer and not give me any more service? and now imply I haven't paid for service?  
  As far as them stating:
  The cost of the initial service fee, where our technician discovered that the existing cover would damage the new lifter if we installed it at that time, also was applied to the order of the new cover, so effectively this customer did not pay for the initial service visit.
  They're service fee was $250 and are now implying I didn't pay for Service Fee? The Technician was the one advising the Service fee goes toward Cover install.
  
  I am still not sure when my hot tub cover is coming in and had also spoken to ********** Sundance Spa and they advised me it was there. So who's telling the ********* ********* still not sure....but am a customer of Sundance Spa in ********** and confident they wouldn't want to hear of this type of customer service from they're distributor NE Spa
  
  Thanks 
  ***********************
  

  
  

  

  Business response

  09/01/2022

  We are sorry to hear that you are frustrated. We try to communicate lead times as clearly as possible.Apologies if the 30+ week lead time was not communicated clearly enough, that is why we also include it in writing on the sales agreement. Custom color covers do take longer, we understand that you needed this cover as soon as possible. The $250 service fee that you have paid will be deducted from the installation fee should you choose to still have us install your cover. We offered to cancel your cover order and refund you, but you chose to wait for the cover. It seems that there was a misunderstanding between yourself and the manufacturer,Sundance, that the cover had arrived. We have been in close contact with Sundance on this order and the cover is not available yet.  We will notify you as soon as the cover arrives to us from the manufacturer and schedule the installation.   
  
  There were several instances where you verbally berated and used foul language towards our staff, and we reserve the right to discontinue working with anyone that is abusive to our team members. It seems that we are not in a position to be able to meet your expectations, therefore it is in the best interest of both yourself and New England Spas to discontinue this business relationship. We will fulfill your current order and install the cover once we receive it from the manufacturer before parting ways. Again, if you would like to cancel the order and receive a refund we will do that promptly.

  Customer response

  09/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have no choice but to accept and wait for NE Spa to receive, deliver and install my hot tub cover and cover lever.  I hope you understand that I need this cover as soon as possible. I can't open my hot tub alone.
  

  It is obvious NE Spa doesn't provide good customer service or provide good customer information to their customers after taking their $$. Why would I want to continue with a business that treats their customers this way - then feels that after the customer is frustrated - is not understanding at all. And have rude people call to say we're not doing business with you anymore.
  

  In reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. I will provide response to BBB when I receive my hot tub cover.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/08/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello,I am writing to you because I had a contract with NE Spas for the purchase of a spa, which NE Spas has canceled. I submitted $4,725 in down payment on a spa, however NE Spas has decided to cancel the contract because I have not taken delivery of the product fast enough. My sales person, ***************************, advised me that NE Spas could hold the spa as long as needed. I am waiting on delivery because I bought the unit, with the intention of taking delivery after the purchase of a home. I was told it would take at least 10 months for the spa to even be available. This process has taken longer than expected for me and I explained to ***** that this could occur. She advised that it would not be a problem. There is nothing in the contract that states I have to delivery in a certain time frame. They have now informed me that they will be holding my down payment as a credit on a spa, which will now cost more money. I have offered to pay in full on the contract however, they did not want me to pay in full. I simply want them to hold the product for me until I am ready to take delivery. ***** stated that their warehouse is plenty large enough and this would not be an issue. I would like them to honor this contract and hold the spa as long as I need until I'm ready to take delivery at the originally agreed upon price. Please let me know what my recourse is here. Attached is a copy of my sales agreement, which is signed and initialed by me.Best regards,*********************

  

  Business response

  07/11/2022

  *****,
  
  We are sorry to hear that you are frustrated. On the contract it states that the spa must be delivered and/or paid in full within 30 days of notice of availability, otherwise the spa will be re-stocked. While we try to be as flexible as possible to accommodate our customers, it has now been well over a year since we first gave you notice that your spa was available (April 2021). You were not able to take the delivery then, which we accommodated and we re-stocked the spa that you ordered. You were given notice that this 2nd spa arrived in October 2021. At that point we informed you that we would not be able to hold the 2020 price of the spa for much longer as manufacturers have increased prices significantly since 2020.  You were still not able to schedule delivery in October 2021, and at that time you spoke with our sales manager and you agreed that you would be able to have delivery booked by the end of March, 2022, or if you were unable to book delivery by the end of March 2022, all cost increases would be applied. We reached out to you several times from February 2022 June 2022 to discuss, but we did not receive a response.  Since the order was placed over a year and a half ago, we cannot hold 2020 pricing any longer.
  
  Our sales manager just spoke with you again today. We would like to work with you and get you into a great hot tub that you and your family will enjoy. We have several different options that are within the price range of the 2020 model that you originally ordered. However, if that is not satisfactory, we can also refund your deposit in full. Please reach out to our sales manager, ******, whom you spoke with again today, and let us know what you would prefer.
  
  Thank you.

*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. ↩