ComplaintsforOregon Hot Tub

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been going on for about 8 or 9 mons. now.Started with flashing red light on tub dash. This continued to the end. Replacing multiple parts with nothing working in the end, can't even turn it on.On January of this year I paid for a new hot tub cover. They charged on my card. And telling me it could take months for the cover to arrive, which I understood. During this time I had many more different repairs to tub, some of which I have enclosed copies of invoices over $2,000 and today still my hot tub is shut down and not working. In the meantime my cover has come in apparently but I asked for them to hold onto until I see if the tub will even function. They said that would not be a problem as it was a popular size and they could resell it.Now that they can't seem to get the tub fixed, I have asked for a credit on the new cover since it looks like the tub is not repairable. I have seen no credit for the cover as of 7/31/2023!They are saying that it is a 20yr. old tub and nothing else to replace.Long story short, with all the money that I've paid them, if I could get the credit for the new cover that I have never even seen at least. And then if I could get a good maybe get a deal to take away the old hot tub that is apparently unfixable1

  Business response

  08/23/2023

  Forgive us for the lack of response to this complaint.  We have been in communication with the customer and have worked with him to resolve the issues.  He was pleased with the resolution.

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Hot Tub in May 2022, Delivery in June 2022. Hot tub sides started to come apart. They replaced with a better one. his hot tub started t ***** the next day we got it. Service came out and tried to tighten fitting. That did not work, service came back out to fit and if this did not work they would order parts to replace fittings. ******** were ordered , took 2 *************** came out and replaced fitting, tub still leaked; they said if this did not work they would order a new pump assembly. We have asked for a new hot tub as we do not feel they can fix the tub correctly. This has bee going on for 2 months with no resolve, yet we are paying for the hot tub via loan. We want a new hot tub to replace the 2nd defective hot tub.

  Business response

  10/26/2022

  We do understand that waiting for replacement parts, especially on something that is brand new, is frustrating - however our records show that the spa is now repaired. As we are not the manufacturer of the spa, simply the authorized service department, we are not able to make decisions on replacing the spa. Upon taking the request to the manufacturer, it was denied due to the issues being repairable. As the spa is now repaired, this matter is considered closed.

  Customer response

  10/26/2022

   

   
  Complaint: 18156638
  
  I am rejecting this response because:

  The spa was repaired.  However due to the problems we had experienced with the service department, we had been paying on a new spa that did not work properly since July 2022.  *********** and or manufacture has not reached out to me to see if:

  
  1.there are any ongoing issues
  2. any plan for compensation for time loss of use  chemical package, extended warranty?
  3. Or total replacement of spa due to manufacturing issues.  Having a spa leak from the install and taking 4 tries to fix it leaves me somewhat uneasy as to the ongoing quality.

  These items leave me with not being a satisfied customer.

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

  Business response

  11/06/2022

  While your frustrations can be understood from a consumer stand point - that expectation is not the reality of how the manufacturer functions.

  The warranty for the spa that you purchased doesn't provide for replacement units. The only time I've seen them replace a unit is when it was deemed not repairable - as your unit has been repaired, it wouldn't qualify even if there were provisions for that.

  The manufacturer doesn't offer an extended warranty. As all repairs are to take place under the warranty, it served it's purpose and covered the repairs you needed. It's unfortunate that you needed them so early on, however even if the issue had taken place several months into your spa ownership, the repairs still would have been covered under the warranty as designed.

  The manufacturer of the spa isn't set up to follow up on customers as that is the outlined job of the authorized service department. Had the technician let us know that there was a further issue, we would have followed up with next steps as we had previously. However, the technician that completed the repairs didn't indicate that there was any follow up needed as the spa is now functional. Should you still be experiencing an issue, you will want to report that to our office directly.

*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. ↩