Complaints

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had leak in my hot tub and seven seas said it was my heater even though my water was 102 degrees. The charged me $600 for a heater while Hot Springs manuf. retails it for $400!! Next day half my tub water leaked out. They need to fix this problem and refund my $200 asap.

  Business response

  09/05/2023

  To whom it may concern,
  This is in response to complaint ******** on 8/26/2023
  On 8/17/2023 our service department was contacted by Ms *****. The customer stated that a connection had come off one of her spa pumps and needed to be reconnected. Upon arrival at the customer's spa it was determined that the leak was originating from the heater. Our techs showed Ms ***** the leak. The tech then gave Ms ***** the total price for the replacement heater and she agreed to said price. The work was completed as agreed to. 
  I received notification from the service manager that Ms ***** wanted to speak to me on Monday 8/28/2023. I reached out to her around 12:30 pm and had a conversation with her about her concerns. She explained that the manufacturer sells the heater for $400.00 and that she was entitled to a refund of $200.00. I explained to Ms ***** that the manufacturer in question does not sell parts directly to consumers. Anyone could put a price online and it doesn’t always mean you will get the correct item or the item at all . We only sell parts directly from the manufacturer.  We strive to be as transparent as possible to our customers in regards to pricing, that's why before any service work is done we provide each customer with a price for the work and don’t complete any work unless approved by the customer.
  As for the second part of the complaint regarding a leak the next day and half of the water leaking out. During my call with Ms ***** on 8/28/2023 she did say there had been some additional leaking from the spa. I offered to send the tech back to her house. I had my service dept hold a slot for her on 8/31/2023. I asked that she contact me by the next day if she wanted to go ahead. I explained that we stand behind all of our service work and if it was leaking from the heater we installed there would be no charge for the service call. She said she wasn't sure if she wanted us to come back out and look at it.  She said she would let me know. She has not reached out as of today 9/5/2023.
  
  Joshua K***
  General Manager
  Seven Seas Pools and Spas
  ************
  

  Customer response

  09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I was charged by seven seas for hot tub leak they say was from my heater although the heater was working and water was hot. Seven seas was going to charge me for another service charge to come back out again. I called Alpine Pools who did a full diagnostic on the tub, which Seven Seas failed to do. They found a hole in the circulating pump and happened to have a used part on their truck. Alpine installed it at no charge just paid service trip charge. I dispute the charge from Seven Seas as I had to have another company fix their mistakes.

  
  Regards,
  
  ******* *****

*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. ↩