ComplaintsforHot Tub and Swim Spa Sale, LLC

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a Master Spa from this company in April. They offered a 980 plan at a good interest rate through Synchrony Bank. Here is the text I received on April 10 2024: “You were approved for the 980 plan for 37mo, but it's our policy to have the 25% down.” “Approval looks good, as Oliver mentioned the 37mo plan doesn't start until the spa has been delivered. Did you want to connect today for the down payment?” So we paid them $10,500 down payment also financed through Synchrony Bank which we paid off 2 weeks later. After they told us we were approved, we broke ground on a swim spa vault since we wanted the spa at ground level because I am not able bodied to climb up and into a pool or spa. In June, I told them we would be ready to receive the spa between June 25-July 3 rd since we still had some work to do on the vault. That’s when we found out a bunch of stuff we were not aware of but most importantly, that we were, in fact NOT approved for the remaining balance on the swim spa. Synchrony sent us a letter that stated they could not increase our credit line because our account with them was too new and we had too many credit inquiries. We did have to scramble to get the down payment and we looked into a HELOC to cash out some equity in our home to outright purchase the swim spa. None of the offers could beat the 5% interest that they offered us. When I contacted them, they wanted us to find our own financing for the remainder of the balance on the spa. So we requested our deposit back and we would look at less expensive options that we could secure financing for. Mind you we now have a 5ft deep by 25ft long hole in our back yard with a concrete pad, 2 power sources and French drains. All of that to the tune of more than $10,000. So their policy is that the deposit is non-refundable. In addition they had our swim spa on display at their next show in Santa Fe that my spouse attended and saw it there with paperwork with my name on it. We want our deposit back

  Business response

  07/26/2024

  We understand the concerns outlined in your BBB complaint, and this matter has been resolved to the satisfaction of both parties.  We have been in communication with *** * ***** and have addressed the issues over the past few weeks with a resolution met on the 17th of July.  We appreciate your patience and cooperation throughout this process and If you have any further questions or need additional assistance, please feel free to contact us directly.  Thank you for giving us the opportunity to resolve this matter.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased a spa on 2/4/2024 at the ***** ***** ****** and were told that there was one in stock that would be delivered in 2 to 6 weeks. We paid $1500 down, financed half through them, and paid half in cash. We have already made payments on the financed portion. The total for the spa was $12,294.94. We have not received the spa, and after multiple phone calls do not have an idea of when it could be coming. With each phone call we get a different answer, from it has to be built, to it has to go to logistics, to they have to get someone to drive to Boise. We no longer trust the company (would they honor their warranty?) so would like our money back. They say all sales final, but we believe we should be able to get our money back since we have not received the spa. By the way, there are several different addresses for the company. Their brochure lists them in Indiana, our contract lists them in Brea, California, and on your website they came up in another state.

  Business response

  04/12/2024

  
  
  Mr. and Mrs. ******** purchased a ******* ***** spa from the Hot Tub and Swim Spa Sale on 2/4/24. As you can see from the attached sales contract (front and back) the customer signed and initialed the contract where it shows what the customer was purchasing, for how much and what the terms and expectations of the sale were. Additionally, it states that the customer has read and understands both the front and back of the contract.
  
  It is noted on their contract that the hot tub would be delivered in an estimated time window of 4 to 8 weeks +/- from the date of their 50% payment. The customer placed their 50% payment on 2/14/24 which is roughly 8 weeks ago. Our logistics team has dispatched the hot tub and it is currently in Boise, Idaho (only a few miles away) ready for delivery. Our contracted delivery service has their paperwork and will coordinate with the customer directly to set up a date and time window for the delivery. The spa will be delivered anytime between 4/11 and 4/16 depending on the customer’s schedule and preference. Our office has communicated with the customer through the process to keep them informed with as much information as possible along the way.
  
  We apologize that it has taken to the longer side of the time estimate to have their spa built, shipped,
  and ready for delivery. Some forces are outside of our control but we try to keep the customers updated with the most current information as it comes available.
  
  The customer agreed to finance the balance of the spa ($5,500) through ********* *********. This amount has not been applied to their account nor have they been requested to make any payments towards this financed amount. The finance funding paperwork does not get submitted until the spa is delivered. Therefore, there has been no payments made on the financed amount because there is currently no balance due.
  
  Again we apologize the spa is on the longer side of the estimated time frame given to the customer at the time of the sale but we are at the finish line! The spa is there, ready for delivery and the balance will be financed and billed once their spa is delivered this week.
  
  Location information: The spas are manufactured in Ft. Wayne, Indiana. We have locations in CA, MN, and NM and offer service and delivery nationwide!
  
  If the customer has any questions I encourage them to reach out to me and I would be happy to personally address any additional questions or concerns they may have.
  
  Please see the attached copy of the contract for the details discussed above.
  
  
  ***** ********
  Hot Tub and Swim Spa Sale, LLC,
  General Manager
  ************

*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. ↩