ComplaintsforHotSpring of Dayton

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a hot tub from Hot Springs Spa of Dayton 12/22. Shortly after the plastic cover came off the top of one of the jets. It took at least 2 months of me begging and pleading to get this fixed. I remember telling Heather that I needed to feel as important as they say I am when I am placed on hold on the phone. Unfortunately, I have not kept the dates of those calls. The hot tub is under warranty until 12/24. Recently I have had another issue with the hot tub, and this is where we are right now. 2/7 Called Hot Springs, message left on Heather’s voicemail stating jets running all the time. 2/8 Brain came out said nothing wrong with the hot tub. 2/9 Message left on Heather’s voicemail stating jets still running all the time. 2/9 Logged how many times jets came on. 2/10 Logged how many times jets came on. 2/11 Turned hot tub off due to it running every hour-not able to get in due to turning it off. 2/14 Another message left for Heather. 2/16 Return call, said must turn hot tub back on, will speak with owner on Monday. 2/18 Another log of jets 2/23 I called Hot Springs, will call early next week to come and put a monitor on to problem solve. As of 3/3 still no call from Hot Springs-Turned tub off 3/1 due how often jets are coming on. Again, not able use. I have now been waiting 23 days to get a service call. I have concerns that in under 2 years I have had two major problems with the tub, and I am not being taken seriously. I also do not feel a new product should be having these kinds of problems.

  

  Business response

  03/05/2024

  Customer received spa on 12/6/2022.  The spa has a 2-speed pump on it and the 1st speed controls the heating.  When the thermostat on the heater calls for heat, the 1 speed turns on and then the heater.  When temperature is achieved, the heater turns off and then the pump.  This will cycle throughout the day and night and obviously it will cycled more frequently in the winter versus the summer.  There are also two filtration cycles that run every 12 hours for a predetermined amount of time ranging from 0 to4 hours. These cycles are normally useful during the summer months when the heater doesn't run as frequently.

  The first issue that was reported to us was on May 15, 2023 when one of faceplates of one on the jets came off.. We responded and re-installed the faceplate.  It fell off again and we returned and tried an larger screw to attach the faceplate and that failed as well.  We then contacted the manufacturer for help and they recommend another fix which we did and that resolved the problem.

  We were notified in January of this year that the spa seemed to be running more frequently then before.  We sent a technician out and check the spa and everything seem normal.  The customer called again and insisted that the tub was running constantly and that she was going to turn the spa off.  I notified the customer  the week of Feb 26th that I was ordering a energy monitor to install and measure the frequency and amount of energy that the unit was consuming.

  I called the customer this morning (3/5/2024) to inform her that we needed the spa up and running, ie heated up, before we could install the meter.  This is so we can get a true reading on the actual energy consumption of the spa during normal use.

  She informed me that she would turn the spa back on tonight and I will call when unit arrives tomorrow to schedule the install.  We will leave the meter on for about a week to determine the energy consumption.

   

  Once completed we will determine the next step if one is needed.

  ****** ******** 

  President

  Customer response

  03/13/2024

  
  Better Business Bureau:
  

  I am begrudgingly accepting this resolution due to the amount of time it has taken to get a service call. My belief is that had my hot tub not been under warranty and I was paying for a service call, out of pocket someone would have been out to service the hot tub much sooner. I am hopeful any future problems with my hot tub will be taken more seriously by Hot Spring of Dayton.

  . 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

*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. ↩