ComplaintsforSpa Care Center

• Initial Complaint

  05/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Company sold a unit that does not operate correctly. Following a terrible customer service where one of the employees sarcastically referred to me as "genius" and questioned my integrity I had to pay to have the unit sent back in. Allegedly the unit was "tested" and found it works somehow and now I am required to pay to ship it back. I do not want the product and do not feel I should be forced to take it back. This company should also include a warning on their website about this product and its frequent underperformance as was stated by their customer service representative.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company's support is a joke. You cannot get ahold of anyone at the company and you end up sending about a million emails back and forth over having a quick 2 min phone call. ****** is great when you can get a hold of him, but the back-and-forth emailing is terrible. Im trying to figure out if the part that i ordered is bad and/or if it needs to be replaced. Just terrible customer service all the way around. At this point i just want my money back on the potentially faulty product i received.

  

  Business response

  01/18/2024

  To Whom It May ***************** sincerely apologize for any inconvenience you've encountered, and we appreciate the opportunity to address your concerns.
  Upon reviewing your case, we acknowledge the frustration you felt regarding our company not providing technical support via phone. We value your feedback and strive to enhance our communication channels for better accessibility.

  
  It's important to note that our standard protocol involves providing technical support via email, ticketing system, or live chat as phone calls are difficult to schedule and keep track of with a small team. However, we understand the exception was made in May 2023, allowing for a phone interaction with ******, one of our ******** technicians where you received technical support for an issue with an item you purchased from us. It appears that there were steps to take in order to troubleshoot the issue, but you weren't able to do this until recently, when we heard from you again 7 months later in January ****.

  
  Upon your recent inquiry on January 10th, ****, ******, the same technician, engaged in an email exchange to understand and troubleshoot the ongoing issue. He agreed to setting up a phone call as you requested and asked you for a time that would work for you. You wrote back a week later, on January 17th stating a time for the call.  ************** called you and you didn't answer. You then wrote in requesting a call back, which you received 20 minutes later. 

  
  ****** provided the technical support you needed, identifying that the heater was tripping the breaker and confirmed with you that a warranty replacement for your order has been approved, and our team will be sending out the replacement promptly. 

  
  Our customer service team will reach out with detailed instructions on returning the faulty unit, ensuring a seamless resolution to this matter.
  

  Best regards,

• Initial Complaint

  10/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a replacement control board for my spa, my order from online with my receipt shown was the correct board. When I received the board in the mail and opened the package. The packing slip and board were a completely different board and not the product I had ordered and paid for. I filled out the return information on their website, included pictures of the original order with receipt and then the packing slip and board showing the wrong item was shipped. After a few days they had responded saying I had a no response and my ticket was closed. This feels like a complete scam. They have no number to customer service where you can actually talk to someone.

  

  Business response

  11/01/2023

  Dear *****,
  I hope this message finds you well. We sincerely apologize for any inconvenience and frustration you experienced with your recent order for a replacement control board for your ******* value your business and would like to address the situation to your satisfaction.
  We appreciate your detailed account of the issue and the steps you took to communicate it to us. Allow me to provide a timeline of the events for clarification:
  On October 20, you placed your order for the replacement control board.
  On October 23, you contacted us to report that the control board received did not match your order.
  Over the next few days (October 23 and 24), you received technical support to diagnose the issue.
  On October 25, you submitted a return request along with images of the original order and the received packing slip and board showing the incorrect item.
  Our team acknowledged receipt of your return request.
  On October 29, following a careful review of your case, we determined to approve your return request, and you will be receiving a full refund for the product you ordered. Our team is working diligently to ensure that this issue is resolved promptly, and we thank you for your patience throughout this process.
  

  We understand that you were dissatisfied with the initial response, and we are committed to improving our customer service. While we do not have a phone-based customer service line, we are actively working to enhance our communication methods and make them more accessible to our customers.
  

  Once again, we deeply regret any inconvenience you experienced, and we appreciate your patience in working with us to find a resolution.

  If you have any further questions or concerns, please do not hesitate to reach out to us via email or our website, and our support team will be more than happy to assist you.
  
  Best regards,
  Spa ********************* Team
  
  
  

  
  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Made order on website on July 7th 2023 . I never recieved a confirmation email but my credit card has been charged. I've try calling but it's just a voicemail and then hangs up. I tried email them 4 times over the last week with no response. I think the website is a scam

  

  Business response

  07/19/2023

  We sincerely apologize for the inconvenience and frustration you experienced regarding your recent order. We appreciate your bringing this matter to our attention through the Better Business Bureau. Please allow us to address your concerns promptly.
  Upon reviewing our records, we found that your order was indeed placed on our website on July 7th, 2023. We understand your frustration as you did not receive an immediate confirmation email. We regret any confusion this may have caused.
  Our business hours are Monday to Friday, and as your order was placed on a Friday, July 7th, it was processed on the following business day, Monday, July 10th. On that day, we sent an order confirmation to the email address provided during checkout. It is possible that the confirmation email might have landed in your spam or promotions folder. We apologize for any oversight in communication.
  Regarding your attempts to reach us via phone and email, we are not set up to answer phone calls and the message in our voicemail prompts customers to reach out via email. We have only found one email inquiry from this email address and it was replied to by our customer service representatives.
  Regarding your belief that our website is a scam, we assure you that we are a legitimate business with a commitment to providing excellent products and services to our customers. We take your concerns seriously and understand the importance of building trust and confidence in our customers.
  Once again, we sincerely apologize for the inconvenience and frustration you have experienced.
  Thank you for giving us the opportunity to address this matter and allowing us to serve you better.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against SpaCare regarding the extremely poor service and faulty equipment I have experienced as a customer. I hope that by bringing this matter to your attention, appropriate action can be taken to rectify the situation and prevent others from facing similar issues.On June 18, 2023, I placed an order for a pump intended for my spa. Upon receiving the product, I attempted to install it, but to my dismay, it immediately caused the circuit breakers to shut off. Concerned about the potential wiring issue, I contacted *******'s technical support department for assistance.I explained the situation to the technician and requested guidance on the correct wiring connection, as there were no instructions provided in the box. After examining my setup, the technical support representative confirmed that I had made the correct connection and that there was likely a problem with the pump itself.Given the defective nature of the product, I promptly requested a refund and expressed my willingness to return the faulty pump. At that point, ******* assured me that they would be in touch to provide instructions on the return process and the refund procedure. However, despite their promises, I never received a call from them, and they ceased responding to my emails altogether.The lack of communication, coupled with the failure to honor their commitment to assist me in returning the product and receiving a refund, has left me deeply dissatisfied. Furthermore, *******'s unresponsiveness has demonstrated a lack of professionalism and disregard for customer service.I strongly advise against conducting business with SpaCare based on my personal experience. Their service has been nothing short of appalling, and the faulty equipment has not only caused inconvenience but also raised concerns about the quality and reliability of their products.

  

  Business response

  07/12/2023

  Thank you for reaching out to us with your concerns through the Better Business Bureau. We sincerely apologize for any inconvenience you may have experienced regarding the defective product you received. We appreciate the opportunity to address your complaint and provide you with a detailed explanation of the actions taken to resolve the matter.

  Upon receiving your initial contact regarding the defective product, our technical support team promptly reached out to you within 48 hours to offer technical assistance. The following day, our customer service team assisted you in completing the Warranty Exchange Form to initiate the process for a replacement. We understand the importance of resolving such issues in a timely manner and strive to provide efficient service to our valued customers.

  However, it is essential to note that in a warranty exchange request, we need to collaborate with the manufacturer to diagnose the issue and obtain approval for reshipping a replacement. This process can sometimes take a few days, depending on the manufacturer's response time. We apologize for any inconvenience caused by the delay in this case.

  We appreciate your patience during this process, especially considering the high volume of requests we were handling at that particular time.

  Furthermore, we understand that you preferred a refund instead of a replacement and are pleased to inform you that a refund was issued on 07/11. Kindly allow some time for the refund to reflect in your account, as processing time may vary depending on your financial institution.

  Once again, we apologize for any inconvenience you encountered during this experience. We value your satisfaction as a customer, and we assure you that we continuously strive to improve our processes to deliver a high level of service. 

  Thank you for bringing this matter to our attention, and we appreciate your understanding.

  Best *************************** Team

  Customer response

  07/12/2023

   
  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,
  
  *****************************

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/22/23 I contacted Spacare regarding a replacement pump/motor for our small spa and found them to be very capable and polished for an online retailer. I purchased a pump/motor and received it within an acceptable amount of time. It was cold here in VA, and I didn't attempt an installation until 3/28/23. Wrong item!!I contacted Spacare and they sent me a return authorization form, and I sent it in. I followed up with an email and asked if there would be a problem since 2 months had passed since purchasing the item. I was informed "YES" and the reason was 2-fold: 1) it's out of our stated allowable return time 2) Can't refund a PayPal purchase over 1-month-old. For both of those reasons, I have to object: 1) Paypal allows refunds up to 180 days (their policy) and 2) This is a brand new item that could easily be resold.I was not asking for them to pay to ship and I purchased a new (hopefully correct) pump from them (before realizing they would not refund my original purchase).I'm dubious that the BBB can do anything here, but for a company that touts itself as being ***************** Oriented and Professional," this is a disappointing example of making excuses and not taking care of the customer.

  

  Business response

  03/30/2023

  Dear *****************,

  
  I am sorry to read your disappointment. We have reviewed in details your complaint both on BBB and the discussions you had with our support team. Unfortunately, our answer remains the same. You have ordered the product on Jan-5-2023 and requested a return on March-28-2023. This is 48 days over the 30-day return policy clearly stated on our website. The return policy is the same for every customer and it is important for us to be fair with all our customers.

  
  The 30-day policy must be respected for the usage of the product but also to respect the manufacturer's warranty. In your case, if we would bring back your product, make sure it is in perfect condition and put back in stock, it would mean we would sell a product to a customer that already lost 3 months of warranty (minimum).

  
  Once again, we are very sorry to read that the fitment was not accurate. We work hard to have the best technical support, to answer in a timely manner and to provide as much information as possible on our product page to help fitment.

  
  Best regards,
  *******

  Customer response

  03/31/2023

   
  Complaint: ********
  
  I am rejecting this response because:

   

  The documenation I provided indicated an order date of 1/22/23. I asked for a R/A on 3/27/23 for the brand-new, uninstalled pump. If the order date was earlier in January, and it probably was, the item was not received by me until sometime after 1/22/23... it was ground transportation so it probably was 1/27 or 1/28 when I actually received the item. I remembering sending an inquiry regarding order status.

   

  So I had the pump 30 days too long as it sat in a box waiting for the sun to come out here. Ok, well, this business has shown the world just how much they care to accomodate the customer.

   

  I ordered this SPA from Wayfair and it failed after 6 months. They sent me a new one and said "keep the old one". After 11 months the 2nd one failed and they refuned my $3000. That's what customers expect in 2023- great customer service. Spadontcare.com has a long way to go.

   

  Part 2- the replacement pump I ordered on Monday 3/27... I see a Paypal charge for it, but no order confirmation. These guys keep showing everyone just what the care about - rules, discipline, no exceptions and no customer accomodations for a brand new item return. 

   

  If you can't return my old pump maybe you can confirm the shipment of my new one... afterall it's been 5 days.

   

  I'm done with this.

   

  
  Sincerely,
  
  ***********************

  

  Business response

  04/04/2023

  Dear *****************,

  I understand your frustration and I am sorry to read you do not feel the right and fair customer experience.

  On the first part of your objection:

  For some reasons our systems indicate the order was done on Jan-05. Please see attached. Still, if I used the document you have, it is still 30 days over the 30 day return policy well indicated on our website. If your pump would have had 2 manufacturing defect such as the Spa you purchased from Wayfair, it would be a totally different situation. The manufacturing warranty (1 year) would apply and we would react in the same way as the spa retailer you refer to. Unfortunately, we are not comparing the same situation here (return vs warranty).

   

  On the second part of your objection:

  Your pump was delivered April-01: ***********************************************************************************************

   

  Best regards,

  *******

  Customer response

  04/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  
  

  I can overcome objections but I can't overcome excuses. I got the new drop-shipped pump from another company. I ordered it way too soon from you and overpaid when I thought I'd receive a refund on the ***** pump.

  So you got me twice!

  
  

  Based on the return address on the new pump I guess you'll don't actually stock product. That explains a lot.

  
  

  As far as your pathetic customer service- a dissatisfied customer tells 13 people. I'll tell 100... so you think customer don't have a choice? They do.

  
  

  You lost $1000 worth of future purchases with your small-minded choice. Good. It's good to know who I'm dealing with.

  
  

  A $250 loss doesn't really make much of a difference to me, but it seems to be a big problem for you. So, I move you to the history supplier trash can- ****** learned.

  
  

  Toodles, cheapstake.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a pump *********-II from spacare on 1/27/23. I received the pump in a box that was mangled and looked old and worn out. I opened the box and noticed that the top and sides of the pump had large dents in it and also the back of the pump had scuff marks. I went ahead and installed the pump for the customer hoping that it was just minor cosmetic damage. After spending 2 hours installing the pump I turned the hot tub on and the pump just hums. Immediately I reached out to support and let them know what happened and provided photos to back up my claim. I received an email back with a response that a refund would be given immediately. I waited a week and still no refund. I emailed the gentleman back again and asked kindly where my refund was. I received an email back saying I would have to file a dispute with my card company because he cannot locate my order due to the company being sold? Just send me my refund for order ******** in the amount of $354.90. Thank you

  

  Business response

  02/09/2023

  We are working on this issue - it will be resolved - we will respond to him via email sometime today - 2/9/23

  Customer response

  02/11/2023

   
  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,
  
  *************************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I looked online for a replacement board for my hot tub. My search took me to spacare.com. I was linked to an item on their page which stated it was a replacement for the part number I was needing. Item was shipped to me with moderate speed. After receiving the item I had some tech questions which are hard to get answered due to they will not answer calls. They respond to emails sent to them. When troubleshooting the item they told me to snap pick of the new board installed with all wires connected. And of old board. After doing so they said this board would not work for me and sent me a link to the correct board on their page. I asked to return the incorrect one. They said I can't cause it had been installed. I tried to resolve this issue with them and had ordered the board that they said was correct in the mean time. The following day they would not work with me on a return, and not to my approval canceled my last order of their correct board. They still refuse to refund me for the incorrect board they sent. Claiming cause it had been installed.

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased spa pump 5/2020 with 2 year manufacturer warranty for $179 the pump just stopped working and confirmed to be issue with pump internal parts reached out for assistance and the reply I received was :Im sorry we cannot do that the manufacturer has discontinued the item there is no way of recouping the warranty cost on this pump

  

  Business response

  05/03/2022

  The manufacture that manufacturers this pump discontinued the pump that this customer ordered and several others during Covid. It is no longer available and there is nothing available to replace it with.

  The warranty was for 2 years, the customer was within 5 days of going out of warranty. He will need to rebuild the pump that he currently has, there are no other options.
  

• Initial Complaint

  07/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a pump from this company. Came with a dent in it Sent it back. Now refuses to give me a credit. The part was ******. Paid 36 to send it back. Refuses to give me a credit

  

  Business response

  07/21/2021

  The customer claimed that the pump he returned damaged was received like that. We asked if you could give us some proof. He finally managed to come up with an email that was sent to another company - (not our company) - this was proof enough and we will be refunding the customer.
  

*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. ↩