ComplaintsforEpic Hot Tubs & Swim Spas
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Complaint Details
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Initial Complaint
03/18/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I have been looking to purchase a hot tub from this business since September of 2023. I received a quote for the model that I originally wanted which included all of the chemicals needed to maintain the water quality of the hot tub. The salesman then contacted me in February and informed me that a different model of hot tub was on sale and asked if I wanted to take advantage of the deal and purchase it. I specifically asked if the price for the new hot tub included all of the chemicals and accessories from the original quote, to which the business responded, yes sir, it does! This was over text exchange and I still have all of the messages. Within 10 minutes of this text exchange, I paid in full for the hot tub ($12,810). The hot tub was delivered on March 14 and did not include any of the chemicals that the business told me it would. When I contacted the dealer, they gave me a long story about how ************ on the hot tub and said that the chemicals were in fact not included. When I brought up the text exchange when they told me that they would be included, they simply stopped responding.Business response
03/20/2024
Thank you for your feedback, and we apologize for any confusion encountered during this process. Specifically, we provided two quotes at different price points: the lower-priced option included the Frog at Ease system as complimentary starter chemicals, while the higher-priced option contained the Frog at Ease system along with a more extensive range of chemicals. You chose the lower-priced option that did not include the more extensive range of chemicals. We are sorry for any confusion you may have experienced and would like you to reach out and contact us at any time during business hours so we can work with you toward an acceptable solution.Customer response
03/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.