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Business Profile

Hot Tub Dealers

My hot spring

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tub Dealers.

Complaints

This profile includes complaints for My hot spring's headquarters and its corporate-owned locations. To view all corporate locations, see

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My hot spring has 2 locations, listed below.

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    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/26/2024

      Type:Delivery Issues
      Status:
      Resolved
      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.
      I placed an order with My Hot Springs on June 27, 2024 for 2 Pillow Retainer Kits. A charge of $27.61 was posted to my credit card on June 28. It was order #****. The kits were delivered to me on July 1, 2024. Upon realizing the kits were no longer needed, I returned the unopened packages to the *********, ** address and tracking data indicates it was indeed delivered on July 11 at 1:23pm (see attached). After receiving no word about a refund, I began contacting the company by email on August 8 requesting a status update. After getting no response, I rewrote the company 4 additional times and still have not heard from them and my credit card has not been credited the refund. There is no phone number available and I am at odds on what to do. That is why I am reaching out to BBB for help.

      Customer Answer

      Date: 09/13/2024

      I received a response from the company shortly after I filed the BBB complaint. They lamely apologized and said they never received a "request" for a refund. I assured them that I read the Refund Policy several times and nowhere was there any directive to submit a "request." It just provided info about returning the product, which I did correctly. So no real responsibility was taken for the 6 week delay and absolute disregard for my email inquiries. I did get refunded so that is good.

    • Initial Complaint

      Date:04/26/2024

      Type:Delivery Issues
      Status:
      Resolved
      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.
      I placed an order with My Hot Spring for chemicals for a hot tub on April 21, 2024. I paid for 2 business day shipping. Only 1 item was delivered and there has been no communication regarding the remaining items in the order. The company processed the payment on April 22, 2024. On their website there is no phone number available to call and I have not received a response to either email I have sent. If they are not going to send the chemicals asap, then I would like a refund for all except the 31.99 (the one item I did receive).

      Business Response

      Date: 04/30/2024

      After reviewing ****** order we found that it was held up due to an inventory issue.  We upgrade the size of the product and shipped ****** order out immediately and have confirmed that it has been delivered based on the tracking information.  We have attempted to reach out to **** but have not received any responses.

      Customer Answer

      Date: 04/30/2024

      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.

    • Initial Complaint

      Date:02/13/2024

      Type:Product 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.
      I placed order #**** on 12/28/23 with My Hot Spring which was for two ***** spa pillows for a total of $108.97. Parts shipped and arrived approximately 12/30/23. I noticed the color was a sand/tan color but the parts were advertised as "warm gray". This didn't match my existing pillow color (gray) which I sent an email 1/03/24 to My Hot Spring (sent to **********************) with photos showing/explaining the color mismatch to my old pillows. I never opened the clear sealed bags the ***** pillows were in. There is a ***** pillow which is a darker gray color online, which is likely the part I need. I didn't receive any response from My Hot Spring via email. I sent them another email 1/11/24 informing them I would be returning the two pillows per their return method noted online. I shipped these insured via **** on 1/16/24 (tracking **** **** **** **** **** **) which got delivered to the *** ************ ***** **** address on 1/18/23. Waited and sent them an email 2/7/24 indicating I returned the parts and it shows they were delivered. Asked about status of refund. No response was received. I didn't see a refund to my Visa credit card, so called ************ and left a voicemail 2/9/24 about the return and requested they contact my email or call me at the ************ to provide a status on the return. Still no response received so I am reaching out the the BBB for help.

    • Initial Complaint

      Date:01/31/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      I had ordered a replacement pillow for my hot tub on January 2, 2024. I got an email confirming my order had been placed and that it should arrive by January 6th. It is now the end of January and I still have not received my order and have sent several emails asking for an update on my order but I haven’t gotten any response back.

      Business Response

      Date: 02/01/2024

      The customer's item has had continued delays by the manufacturer.  Since the date that he placed his order, we have cancelled all orders, refunded customers original payment methods, and sent email notifications the the customers.  We have also turned off the listing to prevent future issues (*******************************************************************************************************)

      Customer Answer

      Date: 02/01/2024

      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.

    • Initial Complaint

      Date:01/27/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Ordered replacement pillows for my Hot Springs Hot tub on 11/29, website indicated in stock and ready to ship. Charged $160.63 on my Visa. On 12/14, I contacted the business and they informed me that the items were backordered. I was offered 20% refund or a cancellation of order. I accepted the refund of $30.01 on 12/14. Have emailed and called business numerous times since and have gotten no response. Online, still indicated that the order is confirmed. I would like to receive the items that I ordered or a full refund for the outstanding amount.

      Business Response

      Date: 02/01/2024

      The customer's item has had continued delays by the manufacturer.  Since the date that he placed his order, we have provided a partial refund, we have cancelled all orders, refunded customers original payment methods, and sent email notifications the the customers.  We have also turned off the listing to prevent future issues ********************************************************************************************************)

    • Initial Complaint

      Date:11/14/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Placed Order #**** on 10/21 - Received 5 pre-damaged filters. Immediately took pictures and contacted this website via email (since contact us page is broken and no phone number is listed anywhere on the site) when I opened the package on 10/25. No reply from business. I reached out 10/27 again with no reply. Reached out again 10/31. Received reply on 11/1 saying that they would send me replacements as soon as possible. There has been no communication since then. I reached out 11/6 with no response. I reached out 11/10 with no response. I reached out 11/14 and no response.

      Business Response

      Date: 11/15/2023

      Customer reached out to My Hot Spring and we followed up apologizing for the damaged products and informed them that we would ship out replacement as soon as they are available.  They then proceeded to file a credit card fraud complaint and demanded a full refund for the entire order include the several items that were not damaged.  At this point the credit card company has refunded their money so there is nothing further that My Hot Spring can or should do.

      Customer Answer

      Date: 11/17/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and though it’s not exactly true (didn’t say “fraud” to credit card company but asked for their help to get a resolution) but overall, if the credit card company rules in my favor and refunds the purchase, I find that this resolution is satisfactory to me.

       

    • Initial Complaint

      Date:02/21/2023

      Type:Product Issues
      Status:
      Answered
      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.
      I purchased a product called Phosphate Test Strips. I ordered the product on 2/7/23 and I received it via USPS on 2/9/23. The product's expiration is for May 2023 which means I received a product that they should have never sold me. For this type of Product, the expiration should be at least 12 to 18 months from the date of purchase. I contacted the merchant by email on 2/11/23 with no response. I requested a return and replace the product that has a proper expiration date. My concern is on their website when I click on the "contact us" page it is blank. I had to go to my credit card company to get the city and state of the merchant and then did a google search and found a link that had their info. These are very shady business practices that I wanted to report and hope you can assist with a resolution.

      Business Response

      Date: 03/03/2023

      We have acknowledged and our technical team is looking into the contact page issues.  We have also been notified by the credit card company that *** filed a fraud complaint so at this time we are unable to provide a refund for his dissatisfaction with the order.

    My hot spring is NOT a BBB Accredited Business.

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