ComplaintsforHot Tubs Inc

• Initial Complaint

  09/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We received our hot tub from the companys delivery workers on March 30, 2022. The product was delivered with damage and a instruction manual that was soaked, this unusable. Both items were noted on the delivery confirmation (attached). We have repeatedly called the company for the repair piece. Majority of voicemails have gone unanswered. We are told only one employee, *****, can address our concerns. I did reach her once and was told their shipment was due to be delivered the next week and we would receive the part after that. That was in early summer 2022. Five months have passed with 1-2 voicemails each month. As shown in the photo, the side panel is beginning to curl out since the side piece is broken. Additionally, the interior plywood is exposed to the elements.We enjoy our hot tub as My wide uses it regularly for arthritis. However, this company delivered a damaged product and refuses to address the issue and make it right. Our request is they fix the issue or replace the tub. If replaced, we request they pay to refill the tub (we are on a well system and unable to fill from our house and a delivery service is used).

  Business response

  01/13/2023

  From: Kevin G******** <**********@hottubsinc.com>
  Date: Thu, Jan 12, 2023 at 4:09 PM
  Subject: RE: ExtraNet Access
  To: ***** ****** <*******@mybbb.org>
  
  *** ******, 
  
  Complaint ID:********
  
  Name *********
  The *********’s skirt panel was repaired. **** ********* was on site at the time of repair. There was no excuse for the length of time this repair has taken, but ultimately it has been completed. For the *********’s trouble and our neglect we have also mailed them a free set of filters for their spa at no charge.
  
  *** Tracking: ******************
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a hot tub from Hot Tubs Inc. When the tub was delivered, (September 2021) it was damaged. The acrylic was scratched and there was a gouge in the side of the tub in the plastic panel. Pictures were taken and submitted on the day of delivery. ***** ********* agreed to replace the panel. A new one was sent months later and was the wrong panel, it was too small. This location is our rental property and is 3 hours from our home. We had to block our calendar and drive 3 hours to the property for the replacement. *** ********* (manager/owner) agreed to send money for the panel as compensation instead. The only reason she answered one of my emails and agreed to send a check was because I threatened to take her to court. She claims she sent checks twice, none received, and refuses to answer my emails or calls. This has been going on for several months. From the company's ****** reviews, this seems to be a course of conduct with her. I agreed to an amount of $200. because she was so uncooperative. The cost of the panel is closer to $400. I would now like full compensation for the panel due to the amount of time invested in this. I plan to replace the panel on my own as the delivery people she sent with the incorrect panel were involved in a negative incident at the property that day. I have many emails documenting the above claims. Note: Address of spa delivery is in Oakland MD, not address in the complaint. The complaint address is our home address.

  Business response

  09/09/2022

  We did agree to send her 200.00. Another 50.00 check was mailed out after the wrong amount was sent of 150.00. the cost if the panel is NOT 400.00. We were going to take another panel out but she said she would take the credit. 

  Customer response

  09/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  ---------- Forwarded message ---------
  From: ****** **** <*****************>
  Date: Mon, Sep 26, 2022 at 3:51 PM
  Subject: Complaint #********
  To: [email protected] <[email protected]>
  

  
  

  I just received an email that my complaint was closed even though I never received the refund from the business. They said they were mailing the check but never did.

  I replied that they had not sent anything and that I would like the case to remain open. I'm not sure if this email was received by you as I didn't receive any verification that it was sent. 

  Please reopen this case. It has not been resolved.

  Thank you,

  ****** ****

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

  
  Regards,
  
  ****** ****
  

  Business response

  01/13/2023

  From: Kevin G******** <**********@hottubsinc.com>
  Date: Thu, Jan 12, 2023 at 4:09 PM
  Subject: RE: ExtraNet Access
  To: ***** ****** <*******@mybbb.org>
  
  *** ******, 
  
  Complaint ID:********
  
  Name:****
  
  We agreed to $150 refund to **** ****. The 7ft skirt panel on her spa cost us $73.71(see invoice attached).I sent her more than double the cost. We sent this check and she cashed it, check number #**** on 9/2/2022.Once again, I have attached a copy of what the 7ft skirt panel cost. In good faith I mailed her an additional $150 check today #****. This is enough to cover replacing all 4 panels if she should decide to do so. I’m not sure what else I can do. I feel I’ve gone above and beyond at this point. If the BBB sees things differently I will gladly entertain your suggestion.
  
  *** Tracking: ******************

  Customer response

  01/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  

  The business owner is not telling the truth. This situation has been going on for over a year. The resolution after they finally answered us because of threats to contact BBB and other resources was to send $200 as compensation.

  The business sent $150. instead and refused to acknowledge any emails from me with the correspondence in reference to the amount that was supposed to be sent. The agent of the business, *****,  acknowledged the cost of the panels to be $300-$400 and agreed to send reimbursement of $200 as compensation. See attached. 

  Nothing on the original check of $150 outlined that cashing the check was acceptance of the payment as final resolution to the issue.

  I even went as far as to contact the distributer, ****** ****, who also tried to intervene with the business, with no results. See attached.

  I don't believe the business sent any other check today as stated and I have not received anything additional as of this date and the agreed compensation amount has not been received.

  This business has a history of ignoring its customers and their problems. Please see their ****** reviews. Attached is a screen shot of the over all rating. There are many 1 star reviews complaining of the exact same issues. If you would like me to screen shot all 1 star reviews, I would be happy to take the time to do that and attach them if needed.

  Who knows how many others there are with problems who never took the time to write a review. If more people knew to file a complaint with BBB I'm sure you would have many more too. 

  Again, his business still owes me compensation. They should be held accountable for the way they conduct business through BBB and any other means possible. Other consumers should be protected from entering into transactions with a business like this.
  
  Regards,
  
  ****** **** 
  

• Initial Complaint

  02/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered in April 2021 with a deliver by date of 40 weeks +/- 1 week. Not only did I never get any notification after fronting $4,035.00 to these guys for the entire period... when I finally tell them they past the date of the contract and I want my money back, they tell me there was a delay... some magically delay they never felt they needed to tell the guy who gave them $5k about... oh and over 3 months they wouldn't return 1 email until I threatened to file a BBB complaint. If you look on ****** you will see countless reviews from people who encountered this ***** employee who wont communicate, return emails or entertain taking care of any issues. I was told they would not respond to me because the owner was on vacation.

  Business response

  02/09/2022

  Everything ******************* states is false. Every email he has sent we have responded to. He purchased a spa on 4/18/21. He was told on 6/1/21 via email his spa was scheduled to be completed at the factor on 1/31/22. on 6/6/21 he asked for a refund and that same day he was told after 3 days he could not get a refund, which is stated on his contract. He asked for an update on the spa on 1/17/22 via email, that same day he was told the spa was still scheduled to be completed on 1/31/22 and when we received notification it was completed and ready to ship that i would call him to schedule delivery. On  Saturday 2/5/22 he emailed asking where his hot tub was. on Monday 2/7/22 I pulled up our dealer portal and told that it looked like it was delayed slightly and still had 3-4 days left in production. He asked for a refund again. I again, told him I could not give a refund and that Hot Tubs, Inc. was not responsible for delays in manufacturing or shipping. This is clearly stated in the terms of sale on his contract he signed. His contract has a desired delivery of "Jan-Feb 2022" it is still February. And it does not say 40 weeks +/- 1 week. he states 40 weeks +/-. That means it could be completed weeks before 40 weeks or weeks after the 40 weeks. My Master Spas Rep reached out to him as well and to my knowledge ******************* did not respond. To say I have not communicated with him in three months is the furthest thing from the truth based on our emails. I am more than happy to provide our email threads and his signed sales order if needed. 

  Customer response

  02/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: They called me a liar... I would like to see responses from emails I sent to them on the following dates:

  Tue, Jun 1, 2021, 11:06 AM

  Thu, Dec 16, 2021, 9:31 AM

  Sun, Jan 2, 2:34 PM

  Those three emails got no responses, further, every time I called I was treated terribly by this ***** person. Why does a business think they can tell a customer that the tub will be delivered within 40 weeks AT THE LATEST and put it on the contract and take $4,000 from a customer. Only to have a customer call the business later and be given a terrible attitude. Every review on ****** is stating this ***** person is treating them like garbage when they call and ask any questions, and she did the same to me. If they actually treated a customer with respect and actually tried to help and explain things to them instead of telling them the "owner is on vacation so you are not going to get any response to your questions!". I literally had to threaten her with a BBB complaint before she would even check on my tubs status. 

  Im guessing the entire problem here is just terrible customer service from ****** If she understood how the tub was sold and how the customer was promised it by a certain date, and if she gave the time and consideration warranted of a business that just took $4000 of a persons money, maybe people wouldnt be so pissed off trying to get their money back and do business with someone who treats them better???

  Now I am supposed to trust these people to deliver this $15,000 tub and provide service to me? No one would trust them after being treated so terribly. 

  Meanwhile they could easily sell this tub for more money than they sold it to me and we could both part ways, but they refuse. Its like they get more pleasure in seeing a customer pissed off than satisfied, or maybe its just this ***** person

  Regards,
  
  *************************

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a hot tub in February 2021. The item has yet to be delivered in full. In order to get full payment, they delivered the hot tub to us, 10 months after we ordered. We understood the supply chain delays, however, they never told us that they were delivering it to us incomplete. Upon delivery, they advised that they did not have the appropriate sized cover, however, we still had to make final payment. They ASSURED us that we would receive the cover within a week. We are now almost 1 year since very expensive purchase and can not use the item due to not having a proper sized cover. Each contact with the company is met with excuses, while when I contact the manufacturer they have indicated there is NOT a shortage. We even offered to accept a temporary cover in a different color if they are still having supply chain issues.

  Business response

  02/24/2022

  At the time we delivered their spa ****** **** was back ordered on covers. I did let them know we would be out with a new cover. We attempted to deliver the new cover on 11/20 and my guys were told they did not want a black cover and they wanted a brown cover. The black cover is what is marked on their sales order so that is what we brought out. All our hot tubs get black covers. ****** **** is not making brown covers anymore so they told me they would get me out a walnut cover skin and we would have to switch the skin on a black cover with the *****. This has been on order for months now and every time I get a truck, it still says back ordered. I did not have an ETA on the brown cover skin from the factory. There were never any excuses given, just that we were waiting for the cover skin from the factory. I tried to go above and beyond to get them a brown cover as they wanted even though their contract stated a black cover. The last time I let her know that we were still waiting on the cover skin she said she would accept a black cover. On 2/17 my crew went out and installed the black cover. 

*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. ↩