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Business Profile

Hot Tub Dealers

Epic Hot Tubs & Swim Spa Warehouse

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tub Dealers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:12/28/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    This hot tub was bought at the end of January 2023. Upon delivery there was a stain, a missing jet, one of the lids did not fit. Those issues were ultimately fixed, but then we had problems beginning August 2, 2023. Countless phone calls, email exchanges (some attached), technicians coming to the house- some scheduled, 1 unscheduled (I was notified by a neighbor there was a truck in the driveway), and a no-show resulting in at least 4 trips that did not resolve the issue. I had to ask for an outside contractor who found much deeper problems that finally resolved in the hot tub distributer sending a new hot tub. Epic Hot Tubs has indicated they are only the middle man and they were at the mercy of Strong Spa. There have been discrepancies in communication (per fed ex a part was delivered 1 week ahead of when **** said they "had just received the part", I asked for clarification on time line and they have refused to answer). I asked for a call with the owner of Epic as documented in email- he said he never heard of my request until December 22. Owner finally called and acknowledged that he never heard my request to talk prior, they fell short but indicated it really wasn't his problem as they are facing labor shortages, said he was only a distributor and couldn't speak to the tub itself. Offered a year of chemicals and 3 months of water testing but declined my repeated request for a partial refund for a hot tub under warranty that I could not use for 4 1/2 months. Horrible experience.

Epic Hot Tubs & Swim Spa Warehouse is NOT a BBB Accredited Business.

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