Complaints

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.

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On March 26, 2025 I ordered a hot tub part from spacare.com valued at $253.95. I unboxed the product and had a certified electrician to install it in my hot tub upon plugging in a few wires. My electrician medicine at the box was not the correct one because it was 120 voltage instead of 240 voltage. Immediately turkey undamaged product package to back up as I was told to by spacare.com and sent it back to them as I was instructed to do by their customer service team. I paid approximately $55 to return the item to them expecting that I would get a refund for the product that I ordered that was wrong. I took photos of the control box before I repackage the items to ensure that there is no damage to the control box prior to returning to spa care. Two weeks later, I receive an email from spa care.com telling me that they will not accept my return nor refund me any money due to the product showing signs of installation. They did give me an option to have the product back for 50 more dollars in shipping cost or they would just destroy the item withinseven days. As a working God-fearing American, I feel that this is completely wrong and it’s taken advantage of my consumer rights. The product was not damaged. It was unboxed in a few items from the hot tub was plugged into the components in no way shape or form would affect any resale value or the working quality of the unit. I feel like I was lied too and mislead to return an item that I was getting refunded for only to waste more money and to be told that they will not refund my money and that if I want my product back, they can send it back out to me for 50 more dollars or they will destroy it within 7 to 10 days I am seeking some sort of reimbursement from this company as they are total crooks and not very good with customer service i am asking for your help in resolving this issue. Thank you.

  

  Business Response

  Date: 04/22/2025

  Thank you for the opportunity to respond to this complaint.

  We have been in direct contact with the customer both before and after this complaint was filed, and have worked in good faith to resolve the issue. The customer originally ordered a spa control unit on March 26, 2025. Unfortunately, the part ordered was not compatible with their hot tub, as it was a 120V model instead of the 240V unit they required. Our records show that the customer did not contact our technical support team prior to ordering to confirm compatibility, which we always recommend for electrical components, especially control systems.

  
  Upon receiving the return, our team inspected the unit and noted signs that it had been installed. This determination was based on visible evidence, which we documented and shared with the customer. As stated in our return policy, which is available on our website and on the return form submitted, installed items are not eligible for a full refund due to safety and resale limitations.

  
  Despite this, we continued working with both the customer and the product manufacturer to better understand the condition of the item and to find a resolution. On April 17, 2025, we reached a mutual agreement with the customer: we accepted the return and issued a refund minus a standard restocking fee. This fee helps cover the labor, inspection, repackaging, and processing involved in returned merchandise. The customer accepted this resolution and confirmed their understanding of the terms.

  
  We strive to be transparent in our policies and to treat every customer with fairness and respect. We regret that the customer feels otherwise, and we remain committed to providing support and clear communication throughout the purchasing process.

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On or about March 26, 2025 I purchased a spa pump from spa *******. It was supposed to be an exact ***lacement to my old pump. A *** named ******* would not schedule a time that I could call him and he would not call me to have any conversations. I received the pump not the bleeder barbs were not the same size as my old pump. Therefore, I could not use a bleeder **** from the old pump and it was essential to have one. When I tried to explain this via text messages, they did not agree that I should have received the parts with me new pump. I had to order the part. The art that should have come with the pump for which they charged me $5 for the part and $11.95 shipping. They should refund to me $16.95. I received the part in a bubble mail envelope that could not have cost them more than 65 cents.

  

  Business Response

  Date: 04/14/2025

  Thank you for the opportunity to respond to this customers concern.

  
  On March 26, 2025, the customer placed an order for a replacement spa pump through our website, ***********. The pump shipped was indeed a correct replacement for the customers original unit, as discussed prior to the sale. However, the bleeder **** on the new pump was not identical in size to the customer's original unit. While this accessory is not normally included with the pump as noted in the product listing we do understand how this may have caused some frustration.

  In light of that, and because we did confirm this pump would serve as a replacement, we agree it would have been helpful to clarify that accessory differences may occur. To make things right, we will issue a refund of $11.95 for the shipping cost on the second order containing the bleeder ****.

  Regarding communication: as a small business, we operate with a lean support team and are unable to accommodate unscheduled phone calls. However, all of the customers messages were responded to in a timely manner, and we do offer scheduled call options upon request. Our goal is always to provide responsive and helpful service through the most efficient channels available.
  

  Lastly, we would like to clarify our shipping policy. We charge a flat shipping rate of $11.95 across all orders, regardless of the products weight or value. In the case of the pump purchase, shipping costs were significantly higher than $11.95, so this flat rate ultimately worked in the customers favor.
  

  We appreciate the customers business and hope this resolution demonstrates our commitment to fairness and customer satisfaction

  Customer Answer

  Date: 04/15/2025

   
  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

  Date:01/28/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  July 7, 2023 I bought a pump for $469.65 from this company and had a two year warranty. It broke before the warranty was up. They told me I had to mail it to them. I paid to mail it to them. They’ve had it for months. They keep giving me the runaround and not returning my money. I bought it through PayPal PayPal refuses to go after my money because it’s been longer than six months and Chase bank can’t do anything because I bought it through PayPal I need my$ The company has their part back. They send me emails they give me excuses. I have proof of all of this. I have so many emails. I can’t even include it in this. I have done everything they’ve asked of me. I sent the original parts back. I even paid to have it tracked. They’ve had it. They just keep making excuses. I need my money back.

  

  Business Response

  Date: 01/30/2025

  Thank you for reaching out to us and sharing your experience. We truly apologize for any frustration this situation has caused.
  After reviewing your case, we discovered that the refund was mistakenly processed to a PayPal account belonging to someone with the same name. Once we realized the error, we immediately refunded the correct account and have since confirmed that the refund has been issued.
  Additionally, our customer service representative reached out to you to discuss the matter, and we’re pleased to hear that you were satisfied with the resolution. We understand how important it is to resolve these issues promptly, and we appreciate your patience throughout this process.
  Since the matter has been fully resolved, we kindly request that this complaint be closed. Should you have any further questions or concerns, please don’t hesitate to reach out to us.

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 ordered a printed circuit board from *********** and in the comment section I clearly stated ' this was for a a specific year board and to be sure it was correct before shipping. I got NO response . the board arrived and it did not work turning out it was NOT the correct board. ONLY THEN did they ask specific questions through email about the original item only to tell me it indeed was not the correct board stating I needed to purchase the right one. I stated I was going to return the wrong board at which time they told me they don't accept returns once the item is opened. It was their fault not mine. After several attempts to give them the chance to do the right thing stating I wrote in the additional comment section there WERE questions and not to send the board if it may be wrong. they told me they don't READ the comment section. I contacted my bank and have filed a charge back. I have no issue returning it but if they fight the charge back I will contact my attorney who assures me they are liable. Thank you.

  

  Business Response

  Date: 10/16/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for any frustration you experienced regarding your order.

  
  We want to clarify that the comment section you filled out is intended for delivery instructions, rather than specific product inquiries. For technical support or questions about compatibility, we encourage our customers to utilize our live chat feature on our website or to reach out via email prior to placing an order.

  
  Regarding the circuit board you received, our Return Policy clearly states that “circuit boards that have been installed cannot be returned.” We take this policy seriously to ensure the quality and integrity of our products, as we do not sell used items.
  We understand your dissatisfaction, and while we cannot accept returns on opened circuit boards, we are here to assist you in finding the correct part for your needs. I believe you already spoke to one of our technicians who identified the correct board for your needs. If you have further questions or require assistance, please feel free to reach out.

  
  Thank you for your understanding.

  Customer Answer

  Date: 10/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:   There is no documentation on the order form stating " comments " are for shipping questions or inquiries only. I have charged back this order through my bank  as well as I am prepared to take a legal stance on this if needed. This is bad business ethics and have been informed  I am not legally bound to this item. Your email even states you do not check or read the comments on a regular basis per say .You are the seller and should not assume the buyer has all the correct information without asking or answering any questions they may need to ask. Your customer service person only asked for a serial number AFTER the item was delivered and did not work. This should be something required BEFORE selling the item. I will not accept this. I deal with dozens of distributors all the time for over 30 years and have NEVER had an issue like this. Unacceptable. I am by far not the first person to complain about your businesses ethics. 
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 10/23/2024

  Thank you for your feedback regarding your recent experience. I’d like to clarify how our website and order process work. Customers are encouraged to reach out to our technicians via live chat, form, or email if they need assistance selecting the correct part. Unfortunately, we do not have the capability to review each order to ensure it matches the customer’s specific spa setup without detailed information provided by the customer.

  There are many areas on our website that prompt the customer to ensure they have selected the correct part before they make a purchase and advise them to reach out to our expert technicians via live chat, contact us form, or email if they need assistance. The main banner on our homepage communicates this and I have attached it here.

  
  We understand that you thought the delivery comments section of the order form was a suitable place to have a technician offer you tech support, but it primarily serves for shipping directions. In many years of business, we have never had a customer mistake this area for a technical support form. It is not reasonable to expect our technicians to check this section for technical details needed to assist with part selection.

  
  Our goal is always to provide the best support possible, and we take your feedback seriously as we strive to improve our processes.
  If you have further concerns or would like to discuss this matter in more detail, please don’t hesitate to reach out.

• Initial Complaint

  Date:06/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Poor customer service. One or two days to respond. Unprofessional responses personal insults from technical advisor on spot purchase part.They sent me the wrong Spa part and rudely told me it was my fault. And they're have still not issued me a return merchandise authorization. They required me to send in pictures of the item to show that it's in brand new unused condition that was several days ago still no response.Do not buy. Nowhere on their website does it allow you to post a review and the phone number that's posted does not work it's disconnected.

  

  Business Response

  Date: 09/17/2024

  Thank you for bringing your concerns to our attention. We genuinely regret that your experience did not meet your expectations and appreciate the opportunity to address the issues you've raised.
  Upon reviewing our records, we found that you initially marked our survey indicating satisfaction with the service you received. Heres a summary of the actions we took in response to your situation:
  Refund and Reimbursement: We processed a refund for your purchase and also reimbursed you for the freight costs associated with returning the item.
  Return Merchandise Authorization (RMA): We issued the necessary RMA and asked for pictures to ensure the item was in brand new, unused condition. This step is crucial for processing returns correctly and ensuring that we meet our quality standards.
  Customer Service Communication: We apologize if our response times or communication did not meet your expectations. Our team strives to provide timely and professional support, and we are sorry for any frustration caused. If there were any specific concerns about the professionalism of our responses, we take this feedback seriously and will use it to improve our service.
  Website and Contact Information: As a small team, we currently do not have the capacity to handle phone calls. However, we are committed to providing support through email and live chat. These channels are monitored regularly, and we aim to respond to all inquiries as promptly as possible.
  We regret any inconvenience you experienced and hope that the resolution provided was satisfactory. If there are any lingering issues or if you need further assistance, please do not hesitate to reach out directly to our customer service team.

• Initial Complaint

  Date:05/07/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  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.

  

  Business Response

  Date: 09/17/2024

  Thank you for your feedback and for giving us the opportunity to address your concerns.
  
  We understand that receiving a product that does not meet your expectations can be frustrating. Id like to clarify our return and warranty procedures to provide a better understanding of how we handle such situations.
  
  Our Return and Warranty Exchange policy is detailed on our website to ensure transparency. When a customer reports an item as defective, our technicians perform thorough troubleshooting to determine if there is a genuine issue with the product. If necessary, the unit is then sent to the manufacturer for further testing.
  
  In your case, the manufacturer tested the heater under full load for several hours and confirmed that it was functioning properly and raising the temperature of their test tank as expected. As outlined in our warranty policy, if an item is deemed to be in working order after testing, it is returned to the customer at their expense.
  
  Please note that we do not resell used products, which is why we cannot process a refund under these circumstances. For optimal performance, we recommend consulting with our tech support or having an on-site technician assist with the installation of your heater.
  
  We appreciate your understanding and are here to help if you have any further questions or need additional assistance.
  
  Best regards,

  Customer Answer

  Date: 09/18/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  The representative of your company responded to me that this is something that has happened quite frequently to others in the past. If this is the case why not post a clear warning on the website.  The policy of return seems to be designed to trap people into paying for a unit the company knows they won't be able to use. Regardless of that policy the technician for *********** was extremely rude and insulting.
  

  Sincerely,
  
  *** ******

  

  Business Response

  Date: 09/23/2024

  Thank you for sharing your concerns. We sincerely apologize for the frustration you've experienced. We want to assure you that we stand behind all the products we sell and have established warranty and return policies that are fair and in line with the guidelines set by our part manufacturers.
  We understand your concerns about the issues you faced, and we appreciate your suggestion regarding clearer warnings on our website. We take feedback seriously and will consider ways to improve our communication.
  Additionally, we are sorry to hear about your interaction with our technician. This is not reflective of our customer service standards, and we will address this matter internally.
  Thank you for your understanding, and we hope to regain your trust in the future.

• Initial Complaint

  Date:01/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:10/28/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 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

  Date: 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

  Date:07/17/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:07/11/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 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

  Date: 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 Answer

  Date: 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,
  
  *****************************