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:12/30/2024

  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.

  My grandfather passed away and he had a Aquapeutic Caribbean steam shower. I have moved the unit into my home and hooked it up but the control panel just wont work. I have emailed before in hoping to just get a replacement control panel and or an older manual for my older model. I got a response once for me to check the pins to make sure none were bent and I did, but since then and a few emails later I have not received any response back. The reason I got the shower was to help my fiance with her health conditions but its just a normal shower until I can get an answer.Grandfather bought new in 2010 I believe I emailed with Brendon

  Business Response

  Date: 12/30/2024

  Hello, thank you for bringing this to our attention.

  After reviewing the details of this situation we must come to the conclusion that this guarantee or warranty issue complaint is without merit. 

  This is someone who is not our customer and has a 14 year old unit which is way beyond the warranty timeline of 3 years for parts. This is a clearly unfounded attack on us as we offered our best support to this individual within 3 business days of their first email. Unfortunately it took them another 9 or so months to reply back to us. 

  As we first attempted to do so, we fully wish to provide this individual whatever support or potential parts they could need to keep this product running, but to accuse us of not honoring a warranty that isn't there is a clear error.

   

  Customer Answer

  Date: 12/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Yes it took a while to respond because I took a job out of country for 9 months and I apologized for that. A mere response would have sufficed instead of ignoring my next 2 emails. Im not looking for warranty claim, Im looking for the ability to purchase a newer control unit to install myself. Much of the elements are the same I just need the controller (from the Caribbean model you sell now) or I will have to manually make my own simple boards to run every component separately which would be extremely tedious.
  if not that, Id ask for the manual of my unit as well as the schematic for the control panel so I can try and troubleshoot myself but I can only do that if I can follow a map. 
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 01/07/2025

  Dear Mr. *************** understand your frustration regarding missed communications and want to address how weve handled the situation. While we responded to your first inquiry within a few business days, we regret that subsequent emails to our general inbox may have been lost in a flood of spam. Publicly available email addresses are often inundated by robotic emailers; in your case, our existing chain was missed, and the new chain you started was incorrectly flagged as spam for reasons unknown to us. We sincerely apologize for that oversight and want to remind youand any future customersthat we also have a direct phone line and an online contact form to ensure timely and reliable responses.

  
  Despite the units age (purchased around 14 years ago), we remain committed to helping you restore its functionality. We have experience retrofitting older models, although never one so many generations behind. That said, were ready to explore the possibility of installing a replacement control panel, control box, and steam generator to help bring back steam and other functions. However, because of its age, we cannot guarantee that any new components will seamlessly integrate or fit perfectly.

  
  If you can provide the dimensions of your existing panel and relevant wiring details (e.g., pictures of the backside showing the control box, wiring, steam generator, etc.), we can begin putting a plan together. We will gladly guide you through any necessary splicing or testing required to connect features like body massage jets, lighting, speakers, and temperature sensors.

  
  We appreciate your patience and willingness to work with us, and we hope this clarifies our dedication to finding a solution. We apologize again for any communication gaps and thank both you and the BBB for allowing us the opportunity to address your concerns.
  Sincerely,
  
  Brendon

  Customer Service

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

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Tub arrived very well packaged, however sealant looked sloppily applied, which we notified immediately. Once installed leaks around gray glass liner were evident. Seller advised apply sealant, which our contractor did, at our expense. Still leaked, so proceeded with another application, which showed fewer leaks, but still some leakage. Seller advised to remove existing sealant and apply sealant, again, which we did, again, at our expense. Waited appropriate time and filled tub again, and gray liner at bottom of glass window still showed some leakage. Seller was notified we would try one last effort to seal leakage, and notified we were to now out-of-pocket $500 ($125 per service call x 4). After fourth sealant application water still leaking from gray liner. Advised seller we would not pay for a defective or refurbished tub and requested refund and return product, then received this response: "As our policy states structural components as being subject to repair only". They send a defective product, and then try using their "Warranty" to force the client to accept a repair on a damaged/defective product. We tried to cooperate with a remedy, which failed, and requested reimbursement for our out-of-pocket expenses, which so far they have done nothing. We are 100% dissatisfied with receiving a defective product, and the Seller's method of using "Warranty" verbiage in solving a problem for which we are not responsible, but meanwhile out-of-pocket $500. Advised Seller that any further "repair" effort was on them to manage. We're seeking a full refund plus out-of-pocket expenses. Here is their line about leaks: "We have experienced this leak before as any seal is subject to inordinary forces during shipment". The leak problem is far more due to workmanship than shipping. Nevertheless, trying to get our money back.

  Business Response

  Date: 01/17/2024

  Based on the images this customer sent us we believe this tub was damaged in transit causing the leak in question.  All of our tubs are tested for leaks prior to leaving our factory warehouse and therefore we don't agree that this was an issue with craftsmanship. Unfortunately shipping these tubs across thousands of miles in less than perfect road conditions can be jarring and cause damage that otherwise didn't exist prior to shipping out. This customer is based in ********** and we are based in ************* so we were unable to repair it ourselves. This is one of the drawbacks of being an internet based business shipping all over the US and ******. It makes the repair process a little more challenging.  In this particular case we asked him to get a local tub refinisher to mend the leak by simply removing the plexiglass panel and resealing it. Our service technician gave him specific step by step instructions on how to repair the leak. After speaking with the tub refinisher we determined he didn't follow the steps we had laid out which is critical to sealing a leak of this nature. Please note that at no time did we tell the customer we wouldn't pay for the repairs to the tub. Our policy is that we refund the customer once the repair is fixed properly so we have the entire repair bill tallied up before sending refund payments for each failed repair. In any case, the last time we heard from the customer he was amendable to having the tub refinisher come out again to have it repaired properly.  Had the tub not been repaired properly after this final attempt we would have made arrangements to return the tub for a full refund as is dictated in our return policy.  While we were waiting to hear back from the customer on how the repair went we received a chargeback on his credit card for the full amount of the tub.  The customer now has both the massage tub and the money he paid for the tub so we are confounded as to why he would want additional compensation at this point? Fortunately in the 16 years we have been in business we can count on one hand the number of times where we weren't able to resolve a situation like this with a customer amicably. Going forward we will continue to work with this customer until a reasonable resolution is reached. 

  Customer Answer

  Date: 01/17/2024

   
  Complaint:********
  
  I am rejecting this response because:

  AQUAPEUTICS: Based on the images this customer sent us we believe this tub was damaged in transit causing the leak in question
  RESPONSE: FALSE WE SENT PICTURES AFTER OPENING CRATE TO SHOW OBVIOUS POOR APPLICATIONS OF SEALANT PROBLEM IS WORKMANSHIP; NOT SHIPPING.  WE HAVE EMAILS TO PROVES THIS
  
  
  AQUAPEUTICS: We asked him to get a ********* refinisher to mend the leak by simply removing the Plexiglas panel and resealing it
  RESPONSE: FALSE THEY NEVER TOLD US TO REMOVE THE PLEXIGLAS PANEL; THEIR ONLY INSTRUCTIONS WERE TO REMOVE EXISTING SEALANT, CLEAN, AND REAPPLY SEALANT. WE HAVE EMAILS TO PROVE THIS
  
  
  AQUAPEUTICS: After speaking with the tub refinisher we determined he didn't follow the steps we had laid out which is critical to sealing a leak of this nature
  RESPONSE: FALSE THEY NEVER SPOKE TO OUR CONTRACTOR; I WAS THE ONLY SOURCE OF CONTACT, AND TUB SUPPLIERS INSTRUCTIONS WERE FOLLOWED WHEN APPLYING NEW SEALANT,WHICH FAILED FOUR TIMES.
  
  
  AQUAPEUTICS: Please note that at no time did we tell the customer we wouldn't pay for the repairs 
  RESPONSE: FALSE AFTER FOUR EFFORTS TO RESEAL THE PLEXIGLAS LINER LEAKS, WE DEMANDED REIMBURSEMENT BEFORE GOING ANY FURTHER WITH US MANAGING A REPAIR.  THEY NEVER RESPONDED ABOUT THE REQUEST FOR REIMBURSEMENT ON JANUARY 11TH.  WE HAVE EMAILS TO PROVE THIS
  
  
  AQUAPEUTICS: The last time we heard from the customer he was amendable to having the tub refinisher come out again to have it repaired properly
  RESPONSE: FALSE WE SPECIFICALLY TOLD THEM WE WOULD NOT PERFORM ANY FURTHER REPAIR EFFORTS UNLESS WE WERE REIMBURSED FOR THE OUT-OF-POCKET EXPENSES INCURRED TO DATE = ($125 X 4 = $500).  WE ADDED THAT THEY CAN MANAGE THE REPAIR EFFORT GOING FORWARD IF THEY DID NOT REIMBURSE US AS OUTLINED.  THEY NEVER REPLIED.  WE HAVE EMAILS TO PROVE THIS
  
  
  AQUAPEUTICS: Had the tub not been repaired properly after this final attempt we would have made arrangements to return the tub for a full refund and we are working with you to achieve an as-new repair we will not be accepting a return at this time.
  RESPONSE: FALSE THEY NEVER MADE AN OFFER FOR REPLACEMENT.  THEY STOOD FIRM ON THEIR WARRANTY FOR REPAIR AND NOT REPLACEMENT.  HERE IS THE ***** FROM THEIR EMAIL DATED JANUARY 11TH: As our policy states structural components as being subject to repair only.  THEY NEVER OFFERED A REPLACEMENT.
  
  
  AQUAPEUTICS:  We wish to continue this process with you 
  RESPONSE: FALSE WE NEVER RECEIVED A RESPONSE FROM THEM AFTER DEMANDING REIMBURSEMENT ON JANUARY 11TH FOR OUT OUT-OF-POCKET EXPENSES TO DATE, NOR DID THEY EVER RESPOND AS TO MANAGING AN ADDITIONAL REPAIR ON THEIR OWN.
  
  
  Very unfortunately, Aquapeutics is furnishing many falsehoods as to their actions with us, and failed to respond to our requests for reimbursement and/or managing a repair on their own accord.  Our last contact with them was ******* 11th,and they never responded.  We have emails to prove this.
  
  Consequently, we requested a full refund via our ******************* and until or unless Aquapeutics either reimburses us to date and/or manages an additional repair effort on their own we refuse to be victims of the falsehoods laid out above. Essentially, they sell a defective product (due to workmanship and not shipping) and then try using their warranty to force you to keep the defective unit and make repairs, etc. The problem is not from shipping.  
  
  The shipping crate was the best Ive ever seen;it was very well designed and built, and protected the tub very well.  The problem here is workmanship, and Aquapeutics is trying to make the problem our fault.  This is an incredibly poor business experience, and the onus is on Aquapeutics to make actions on their own for repair, replace the tub, and reimburse us for our out-of-expenses to date = $500 
  
  Otherwise, we dont know what to do with this tub; we cannot enjoy it because of the leaks, and we are not going any further out-of-pocket unless we are reimbursed, which Aquapeutics has failed to address, nor have we heard from them as to their managing a repair. They can call businesses for a repair in the area just as well as we can.

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

   

   

  Business Response

  Date: 01/17/2024

  Unfortunately this is a classic case of two parties seeing the same situation very differently.  Regardless of this customer's interpretation of the events it doesn't change the fact that he issued a credit card chargeback before we were able to come to a fair and equitable resolution. We have neither the tub nor the money the customer paid for the tub so at this time there isn't much else we can do from a resolution standpoint.  This is akin to getting a credit for an item you purchased on Amazon without returning the merchandise first then turning around and asking the company you purchased the merchandise from to fix the item that you didn't pay for. We did everything we could to try to resolve this situation but unfortunately our hands are tied at this time.

  Customer Answer

  Date: 01/17/2024

   
  Complaint:********
  
  I am rejecting this response because:
  

  Here again, the unit was not a shipping issue, but rather an obvious quality of workmanship problem.  Also, the are many inaccuracies within the responses from Aquapeutics; we are uneasy dealing with them as a consequence. 

  Nevertheless, if Aquapeutics wants to proceed with a repair that actually solves the problem, at their time and expense, we are open to releasing payment for the tub, minus the $500 we are owed.  

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

  Business Response

  Date: 02/06/2024

  The customer has agreed to cancel the chargeback and we are working with him to repair the tub.  Once the repairs are finished to his satisfaction we will be refunding him for the repair costs he has incurred. We are sorry things got to this point but happy to be working with the customer again to resolve his issues. 

  Customer Answer

  Date: 02/22/2024

   
  Better Business Bureau spoke to the consumer and the consumer stated he has come to resolution with the business.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Caribbean Steam Shower product from Aquapeutics on 03/16/2022. It was delivered around May 2022 at our residence - **************************************************** ********************************************************************************* 1) During installation of the product our contractor realized that certain parts were missing from the materials delivered. He has been following up for the same with Aquapeutics since April 2023 and we are yet to hear back from the company for the same. Please refer to attached email trail for the same.2) As part of the mandated township inspections (***************, **********), the plumbing inspector has clearly stated that this product cannot pass inspection without any information on what plumbing codes this product has been manufactured / tested / certified against. Multiple phone calls and emails later, we still do not have any progress from Aquapeutics, except for their suggestion to seek a variance from the township. Thus far, Aquapeutics has expressed their inability to provide any plumbing codes for this product and my township has declined to provide a variance. I am caught in the middle with literally nowhere to turn to. Please refer to attached email trail for the same.3) As a consumer and homeowner, I have invested $5299.00 to purchase this product (not counting the contractor fees for installation of the product). I seek either an immediate response with the parts for #1 and codes for #2 above OR a full refund of the purchase price.

  Business Response

  Date: 08/16/2023

  We are slightly confused because the customer emailed us on August 15th at 11:07AM confirming we did in fact send him the certification documentation that he had been requesting. I've attached a copy of the email from the customer.  It took us a bit longer than we had anticipated because we were waiting to get the documentation from the manufacturer. We are sorry for the inconvenience in this regard but were doing our best to get the documentation to ************** as fast as possible. The customer's actual purchase date was August 17, 2021 but as he mentioned it was not delivered until the following May as per his request for us to hold his steam shower. This is relevant because ************** had over 9 months to request the plumbing and electrical certifications from us before we shipped it out to him to determine whether or not his steam shower was indeed compliant with his local codes. Although the steam showers we sell are compliant with the vast majority of local and state agencies there are always areas of the country which have unique plumbing and electrical requirements which we can't possibly account for. It is therefore the customer's responsibility prior to purchasing our steam showers to determine if the steam shower they purchase from us is compliant with their local codes. We've been in business for over 15 years and can assure you that this would not be possible if we weren't compliant with the vast majority of states and towns in the USA. Occasionally when a steam shower isn't compliant the customer needs to apply for a variance with the town to get approval for installation. The vast majority of the time this will resolve the issue.  In this particular case ************* waited almost 2 years from the date of purchase before notifying us that he is having issues with his local inspector approving his steam shower. Far too much time has passed to issue a refund but we will continue to work with him to get his unit approved by his local inspector. We've provided the certifications he has requested as indicated earlier in this response letter and he is awaiting an answer from his town officials. Once again we are working with him the best we can to get this resolved and hope to have a resolution soon.

• Initial Complaint

  Date:04/03/2023

  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 purchased a steam shower from this company in 2019. I was in the process of building a custom home and thought this would be a nice addition. I have had nothing but trouble with this shower because they have a faulty design on the drain. The drain backs up when the shower comes on causing water to go where it should not. Because of the improper drainage, we have had issues occurring such as mold and bacteria growth, water penetrating the floor to the lower level of my home. I have sent multiple emails, along with pictures of the issues as requested by the company and have not gotten nowhere. They are extremely slow to respond if at all. I need to understand what options I have. I have a lifetime structural warranty on the shower that I opted in at time of purchase.

  Business Response

  Date: 04/21/2023

  Most showers, tubs,and shower trays are not sold with any drain setup. They're  typically  plumbed on sight.  For the past 16 years Aquapeutics has been supplying a simple open drain shoe and flex hose  so that our customers can easily install and move the unit for maintenance.   The only way water would not pass through the shoe and hose is if the hose is not pitched correctly or there is insufficient venting to to the roof from bathroom.  Most likely it's not the latter but i have seen that issue in the past.   Even if the hose goes back uphill 1/8 of an inch before going into drain pipe, will cause a slow drain..  bottom line this simple open drain setup is certainly not faulty and is performing as it should for thousands of our customers. 

  Our service line is open Monday through Friday 9 to 5 and is easily reachable.  I'm perplexed as to why this Customer has had this issue for 4 years and was never able to get this simple answer from our service dept I spoke with Brendon in service and he does remember discussing this with this customer.   We will need pictures of the drain hose coming off the drain pan and going into customers drain pipe including the picture showing a proper pitch in the hose. To be able to advise. I'm reasonably  certain we have a situation where water is trying to go uphill and that's obviously not going to work out.   An other option would be to install a hard plumbed drain kit, but this would not allow maintenance to be performed as easily but can be done, and is done with most shower installs.