ComplaintsforMainely Tubs

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I are both disabled veterans and we purchased this hot tub on memorial day June 15, 2023 and the tub was delivered on June 28, 2023. The company has sent a repairman four separate occasions to my house and I cannot get the temperature of this thing to stay 100 let alone it keeps going to 115 . From the day we got it they have had to replace parts in it we paid ****** for this hot tub that will not maintain its own temperature. I have spinal injuries and I have repeatedly asked the facility to come pick up this hot tub as it is a health hazard and deadly at best, this was supposed to be a therapeutic tub and it has been the worst nightmare. The facility told me yesterday that they would have no problem refunding me and today they once again have change the story. The manufacturer contacted me and advised us that they were so confused because MAINELY TUBS told them it was an electrical issue which it clearly was not . MAINELY TUBS then contacted me to apologize for the miscommunication. This nightmare needs to end now I do not want to go facility picking it up and fixing it any further. I just want my money back at this point I have not been able to get in the tub as it gets too hot I cannot get in it. At first, the company was polite but now ***** and ******* continue to evade and allude the whole issue of picking up the unit and returning it. They are not allowing me to return the unit at all.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Mainely Tubs a deposit for a hot tub, was told it was available immediately. I had a concrete pad poured and an electrical line installed for this hot tub. When I called to schedule delivery a week later, I was told the tub was not ready, and they didn't know when it would be. Later that day I spoke to *****, the *** who told me she could schedule delivery in 2 weeks, but that she didn't like my attitude and would instead be canceling the order. I am now out the cost of the deposit ($1000), the cost of the concrete pad ($3275) and the electrical ($4560).

  Business response

  04/24/2023

  Thank you for your feedback.  Before responding to the details of your review, we want you and the general public to understand that every person working in our company is an owner, and every one of them has learned the benefits and advantages of respectful, honest, and clear communications, which we believe is the best for all parties.  We view a business relationship to be a long-term arrangement in which we actively support our ******+ customers throughout *********** over the 10-to-20-plus year life expectancy of the products we represent. Happily, since ****, this formula has led customers to give us the most extraordinary customer service record/ratings in our industry.
  
  After reviewing your sales order, we see that you ordered a floor model unit located at another showroom. Our salesperson indicated at the time of sale that, as with all floor models, delivery of your hot tub would be dependent on when we received the replacement showroom model. I apologized for any misunderstandings and offered to accommodate you with a delivery date of May 2, which would be three weeks from the time you placed your initial order.  I also offered to cancel this sale and provide you with a full refund, even though we are past the cancellation window. 
  
  We remain prepared to work with you towards a happy conclusion and what we expect will be years of enjoyment of your new hot tub. 

  As of 4/24/23 ***** is scheduled for delivery on May 2nd.  

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hot tub (Hot Springs Flair Model) was delivered on 6/3/2022. Dealership was advised a panel on the tub was delaminating on 6/10/22 and that of the rear locks only one was installed as they had neglected it during the installation. They dispatched a technician who was to repair the panel. He could not, and they ordered a new panel, this was on 6/30/22. After little to no correspondence from the dealership they came out with the replacement panel on 11/30/22. However it was worse than the other panel and bowed out greatly and needed to be re-ordered again. The technician also installed the lock on the back unevenly with the other lock and he customer service associate agreed they would order a new rear panel for their mistake. After speaking with them that day (*********************) I also asked to be kept in the loop on the status of my repairs. He told me that he believed that there was not much in terms of updates they would have, but I still said even an email each month of nothing new was better than radio silence. It is now 3/15/23 and I have heard nothing from the company since the end of November. It will soon be a year since I purchased the tub at a price of 13,500$ and have yet to have what I paid for; a quality authentically pleasing tub. We are coming up to a year of me owning a tub with cosmetic blemishes that they have failed to fix. Id like the panel replaced immediately, if not exchange my tub for a new one with good panels, and compensation for the time I keep wasting on this issue as well as having to have a sub standard product.

  Business response

  04/24/2023

  Dear ****************, 

  We apologize for the quality of the panels from the manufacturer. We have re-ordered your panel again and are planning to have one of our Senior Technicians install it on May 3. We hope that this will remedy any ongoing issues with your hot tub. Our goal is to provide the best level of customer service for our customers and we are sorry we missed the **** with your situation. Please let us know if you continue to have any issues after the May 3 installation. 

  The Team at Mainely Tubs

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a hot tub during Covid. I had issues with my condo association approving the tub. They knew this and had no issue with long many months delay. They had no issue because they had a large backlog of customers and thus they never suffered any loss at all. My condo association never approved. They wont give me back my 1K deposit. There is not signature on the contract. They told me verbally many times dont worry about the deposit at ordering time.

  Customer response

  01/15/2023

  I have not heard from the business in response to my complaint.

  Business response

  01/18/2023

  I have reached out to the customer directly. 

  ********************** doesn't have any record that he had canceled the sale or requested a refund.  

  His deposit was not associated with a specific product so it is refundable.  

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 4 we had an appointment with Mainly TUBS to diagnose our hot tub so my wife stayed home from work just to find out they had scheduled the wrong date! My wife lost $240 in wages and had to ask for another day off on Oct 6 to be Home for the technician losing yet another $240 in wages! After the technician showed up he told us the circuitboard would cost $1275 just for the part! After receiving the invoice I googled the part and the same exact part cost only $614! We feel this is price gouging and totally unfair to the Consumer! Add the lost wages and we have been treated extremely poorly! We are seeking $480 in lost wages and over $600 in reimbursement of the cost of the part!

  Customer response

  10/24/2022

  I have not heard from the business in response to my complaint.

  Business response

  04/24/2023

  *****, thank you for sharing this feedback. We're sorry you are feeling this way because we very much appreciate your business over the years. As we mentioned, we are very sorry for the scheduling mistake that we made with your initial visit. We sincerely apologize for that, and we are sorry for the inconvenience to *********************, and we will be reaching out to you to discuss that further.
  
  In terms of the cost of the repair, we hope you can appreciate that buying a part over the web is not an apples-to-apples comparison with the cost of sending over a technician, including our travel and diagnostics time, labor for professional installation, the cost of an original manufacturer-sourced part, and the warranty that we offer on our installation work.
  
  Once again, we are grateful for your business, and we are very sorry for the inconvenience caused by needing to reschedule our initial visit, and we will be reaching out to you shortly. Thank you for your understanding. The Team at Mainely Tubs 

*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. ↩