ComplaintsforSoftub Express

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are disappointed that this company promised to compress our softub Resort 3000 which we purchased on 4/9/2021. The policy has changed recently and this company is no longer compressing any of their softubs. I am wondering why this new policy came about. When we were considering which hot tub to purchase we decided on this particular hot tub as Erin our sales person stated “This Model of softub can be compressed with no problem.” We asked several times as we wanted to make sure this was not going to be an issue to compress this hot tub. I have an issue with safety in the winter months walking to and from the hot tub due to inclement weather (snow and ice). This company is suggesting to leave this softub outside. The two times we have had this particular hot tub compressed we have had issues. The employees from ****** were not sure if this would fit to and from the basement even though an employer from ****** came out before the compression and assured us they would have plenty of room to do this. Our hot tub is currently outside for the summer and we do not feel that any of the three options they suggested will work. The last option was paying them 300 dollars to compress this and to sign a waiver that if any damage was done it was on us. Please reach out to corporate and see if they can come up with a better option as we were promised that this particular model would work for us. We have spent more time than we would like on this and for the 5,000 dollars we paid for this we feel cheated. We also hired an electrician to put in a designated line which we were told we needed for this Softub. I am hoping that we can resolve this in a timely manner. Sincerely ***** *** ***** ******

  Business response

  08/16/2022

  We were surprised to receive this complaint from the BBB since we hadn't heard from you directly after our last conversation. As we have mentioned to you several times, the change in policy regarding compressing Softubs came down from the manufacturer, Softub inc., not from us. Unfortunately, our hands are tied at this point as we have to follow the guidelines set forth by the manufacturer. I am including my last email to you from July 1, 2022 as a refresher since some of the information you mentioned in your complaint is a bit misconstrued. I attempted to very clearly laying out three different options for you and your husband to continue using and enjoying your Softub.  My email begins below, I have not included your names to respect your privacy."After reading your last response, I think you may be confused about what I was trying to convey. I do apologize for that, and I will attempt to explain what I meant. Please feel free to let me know if you have any questions.I have also included the owners of the company, my operations and warehouse managers, and your salesperson just so we are all on the same page. If you would like to respond, please make sure to select "reply all". Please see the three options that I have copied and pasted from my initial email below. I have bolded the third as that is the one you discuss in your last response.1. If you have someone who can compress the tub for you, I can have one of our employees walk them through the process over the phone or via FaceTime while they are at your home doing it, and then you can continue moving the tub in and out of your home seasonally. - This option hasn't been discussed separately as the other two were as far as I can see2. You can keep your Softub outside year-round and then you don't have to worry about moving it inside in the winter. Softubs are made to be outside through any season, the vinyl is very strong and barring any natural disasters, the tub holds up great! I know we had discussed your brother-in-law keeps his outside all year, and I had mentioned to you that I do as well. I have my tub on my uncovered back patio, just a couple of steps from my back door. The only thing I have to do is brush off the top of the motor unit and the lid when it's snowy. - This won't work because of safety concerns in the winter per your first email response.3. You could have it compressed one last time and keep it in your basement year-round as well if you felt you would get more use out of it that way. As a courtesy, we could offer the service one last time, the charge would be $300 and because compressions are no longer recommended by the manufacturer, a disclaimer would have to be signed releasing ****** Pools from any liability for damages to the Softub and/or your home as a result of the compression. - This is the option where I feel there may be some confusion due to your initial response below.            ***Sorry but option 3 said I would need to sign a waiver  because these softubs can get damaged by moving them back and forth from compressing them. I do not wish for our warranty to be null and void as we have put in a lot of time and effort in keeping this softub as we just purchased this a year ago.***We need the waiver in place because as a certified dealer of Softubs, we are no longer supposed to be compressing them. As a company, we can not take on that liability just in case something were to happen to your home or the tub, as we will no longer have the support of the manufacturer behind us. The waiver is not because we know that your tub is going to be damaged from moving it back and forth and compressing it, or trying to pull one over on you. Yes there is the possibility that something could happen, just as with any product, moving it from one place to another, up and down stairs, inside and outside, etc...in no way is that risk specific to Softubs.Also, I never said that your warranty would be "null and void". You're warranty protects you against manufacturer's defects, and would continue to do so. The Softub warranty is valid as long as there is no sign of abuse (chemical or otherwise), altering the operations of the motor, not having it repaired at a certified service center, etc...Your full warranty information is on the inside of the back cover of the Owner's Guide that came with your tub for further reference.The $300 was our charge for customer compressions, so that is the charge regardless of the waiver. You received the second compression at no charge because you were unhappy with the way the first compression was handled, had you paid, it would have been $300.We do not participate in buying and/or selling used hot tubs. There are many reasons for this, but the most important of all the reasons is the health and safety of our customers. Unfortunately, we can not make an acception in this matter because this is a strict policy that we have in place and there is no room for leeway. Per my last email, there is a big market for Softubs and you are more than welcome to sell it on your own if you so choose.As I mentioned to you previously, I and everyone at ****** Pools cares very much about our customers. I put a lot of time and thought into your situation because I wanted to help you and your husband. I'm very sorry that you think I am not offering you a fair resolution. I do think coming to you with three different options for keeping your Softub is very fair, and sadly I am now seeing that I don't think any option I would have sent you would have worked. It just isn't what you want, and I completely understand, but I would like you to understand that a fair resolution involves compromise.I do hope that we can come to a compromise and one that is fair for all involved.Kindly,Jennifer..."Again, I am surprised and sorry you felt the need to file a complaint against our business. We have been in business for sixty years and we consider our customers part of our family, so we take customer service very seriously. 

  Customer response

  08/16/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ***** ******The three options we have reviewed do not meet our original purchase offer. We were told compressing and moving this to our basement every year would not be a "problem" we were told also that this would be a charge of 100 dollars for each time this soft tub was compressed and moved. Our original plan has not been met. Please let us know if a monetary resolution can be put in as part of our solution. 

  Business response

  08/22/2022

  Unfortunately, as we have mentioned several times, we have no control over the manufacturer, Softub inc., changing their policy after you had already purchased your tub. We are sorry that you don't like any of the options presented to you regarding this situation, we did try to consider solutions that would be acceptable to you. As far as the cost to do a compression, this is the first time we are hearing that you were told $100, compressions have been $300 and up for the last couple of years, so I am not sure where you received this information. 

  We understand that you feel a full refund is the only option that will work for you, unfortunately, we are not able to offer you a refund for your Softub. We don't take in used hot tubs for a number of reasons, most importantly for health related issues that can arise. We clearly state on our invoices that delivered Softubs are not returnable. 

   

*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. ↩