Complaints

This profile includes complaints for Valley Pool and Spa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Valley Pool and Spa

  1512 Lincoln Hwy N Versailles, PA 15137-2506

• 

  Valley Pool and Spa

  6207 State Route 30 Greensburg, PA 15601-6444

• 

  Valley Pool and Spa

  40 Old Mill Blvd Old Mill Shops 40 Washington, PA 15301

• 

  Valley Pool and Spa

  3220 McIntyre Square Dr Pittsburgh, PA 15237-4095

• 

  Valley Pool and Spa

  3747 William Penn Hwy Monroeville, PA 15146-2189

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:08/13/2024

  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.

  On 6-1-24 we purchased a gas heater from Valley Pool and Spa at their Washington, PA location in the amount of $2,056.39. I have called the service department serval times as the heater has not been working at all. They have replaced the roll out switch 3 times since then and my problems still is not fixed. I have had to wait weeks in between repairs as I was told they couldn't get the part that I needed. After fixing it for the 3rd time I am still having the same issue. The service department won't call me back and when I go to my local store they say they can't help me because its an issue with the service department. Most of the summer my brand new heater has not worked. I have asked for a replacement unit since they are unable to fix the one they sold me that comes with a one year warranty from the store and a two year warranty from the manufacture. With two week of summer left I have asked for a refund since they have not fixed my heater or given me a new one as I have not been able to use the product they sold me. I'm extremely frustrated with the service department who has not held up their end of a product a bought from them. At this point in time I am asking for a full refund as I never really got to use the heater as it doesn't work. The same day they put in a new switch the heater would shut off and no longer be functional. I am unable to get any response from the company.

  Business Response

  Date: 08/26/2024

  I want to start off by apologizing that there is an issue with the pool heater. Valley's service department has been responsive once notified that there is an issue taking place. We have been in contact with our product representative and he feels that the issue remains with the amount of gas flow being low supplied to the pool heater itself and not the product. My service manager will be reaching out and we will have a tech back on-site to re-evaluate and call our rep while on-site to get a determination. There are a number of things that factor into a pool heater working properly like... supply line distance,  supply line diameter and the amount of water column (gas pressure). We will continue to fully support the manufacturers warranty on this product. 

• Initial Complaint

  Date:12/13/2023

  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.

  Hello, My wife and I purchased a hot tub from Valley Pool and Spa approximately 1 1/2 years ago. We have had nothing but issues with it since we first received it. When the hot tub was being delivered the delivery guys couldn’t get their truck up our driveway so they dragged the hot tub up driveway. We had to hire an electrician to wire the hot tub. After the hot tub was first turned on the top side was not functioning. Then I noticed the top side wasn’t flush with the tub and water got inside the tub. Example, the buttons on the top side wouldn’t always turn the jets on/off. We called and made an appointment, the tech came out and said everything was fine and put silicone on the top side to keep water out. Eventually the hot tub wouldn’t power on. I called and they told me that I needed another breaker. My electrician again replaced the breaker which cost a several hundreds of dollars. Over time the number 2 jet stopped working. We made an appointment again and have been talking with the service manager Julie W*******. Her number is ************. The tech immediately said it’s the breaker again. My wife and I explained to him that we have always had this issue. Then he finally decided to turn the breaker off and check the voltage at the hot tub and noticed that the voltage was sporadic. He came back out and replaced the top side and the main electrical box of the tub. After filling the hot tub up and turning it on the number 2 jet was weak and eventually stopped working. After getting in contact with Julie she sent her tech out without a pump and he had to come back with the pump a week later. Now after filling the tub the top side is acting malfunctioning again. Temperature display isn’t showing, it flashes. Lights come on/off without pressing any buttons. Plus the number 2 jet is pushing bubbles out the jets even though the bubble maker dials are off. We feel that the hot tub isn’t safe and won’t get in it nor leave it on as fear of fire or death.

  Business Response

  Date: 12/14/2023

  We were at Mr *****'s home on Tuesday (12/12) replacing the pump. The hot tub needed to be drained in order to do the replacement. The hot tub was then filled and discovered by Mr ***** that the topside was not working correctly. Julie (Service Manager) reached out yesterday with some instructions. Mr ***** responded back that the issue still exists after following the instructions provided. We have a scheduled service call to return on 12/19 to replace the topside and evaluate any other concerns. 
  
  Unfortunately, like an automobile, some hot tubs never require a service call and others may in turn require one or more over the life of ownership. The *****'s purchased their hot tub with a manufacturer's warranty that we will continue to fully support. 

  Thank you

• Initial Complaint

  Date:05/26/2023

  Type:Service or Repair 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 purchased a pool package from Valley Pool & Spa 1512 Lincoln Highway North
  Versailles, Pa 15137 ************ on May 2, 2022. It was installed by B&T
  Installations 724-771-9400 on August 12, 2022. When the pool was finished filling on
  August 14, 2022 I took a water sample to Valley (as instructed) so I could get my
  opening chemicals. When asked how everything went I told them there was a leak
  coming from the skimmer and folds in the liner. They told me since it might need to be
  drained they couldn't give me the chemicals at that time. They (Valley) contacted B&T,
  one of their guys came out and fixed the leak but said the folds would have to be
  addressed when I closed the pool and to contact them at that time. When contacted
  they said since it was so cold it would have to wait until spring and asked when I wanted
  it done, I said early May. When I didn't hear from them by the second week of May I
  called and left messages, when I still hadn't heard from them I sent an email. When I
  didn't get a response I called Valley Pool, they told me there was nothing they could do I
  would have to contact B&T, that is when I called the BBB for guidance.
  I want a new liner installed as soon as possible, this liner isn't wrinkled, there are large
  folds that have been like that for almost a year, the liner will be discolored and weak at
  those sites.
  I have attached photos of the liner and emails.
  Thank you for your assistance
  ***** *******

  Business Response

  Date: 05/26/2023

  Spoke with ******, the owner of B&T Installations. He updated me that communication was made and the team is scheduled to go to ***** *******'s home on 5/30/23. 

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair 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 reached out to the vendor in reference to my hot tub and a hose that was damaged. The customer service manager did not wanna except my photos and I paid approximately $270 for them to send a technician. He cut the hose and put in a feeder piece or stent. Then within three months the hose blew out again. I paid another approximately $80 for the same technician to come out again and replace that hose with a different type of hose that was on February 21. We filled our hot tub off and went to use it and our breaker keeps blowing. I called the service department, and have yet to receive a call back, explaining that, I am concerned the hose that was put in because it wasn’t the same as allowing water to get in my ozonator and pop my breaker on a continued basis and now the breaker boxes damaged and I need a new sub panel.

  Business Response

  Date: 03/11/2023

  First off, I would like to say that The ******'s have been values customers for many years.  Their hot tub was purchased and delivered in March 2016, which makes it 7 years old at this point.  The initial warranty on this hot tub was 5 years and we are currently 2 years past. At this age... normal "wear and tear" will start to show. Please reference attachments. The first one shows the trip and diagnostic fee of $165. As you see, we did not charge additional labor and parts.  The second shows a reduced trip fee of $80 four months later, also not charging parts and additional labor fees. All replacemant hoses and parts used for repairs are sourced from the hot tub manufacture for repairs. With that said, the hose used for repair is what is recommended.  To address the subpanel... there is a GFCI breaker located inside the panel. GFCI breakers should be frequently tested and typically have a live span of 7- 10 years. I am more than willing to schedule a service tech to go out and diagnose the conponents under the hot tub to see if there is a bad part. However, if there is a bad part, The ******'s would be responsible for the replacement part and labor as the hot tub is 2 years beyond the warranty period. If it is found that there are no faulty parts and the breaker continues to trip... it will be up to The ******'s to have an electrician evaluate and or replace the GFCI as needed. 

  Customer Answer

  Date: 03/11/2023

  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 have been a loyal customer for over 20 years. It’s very disappointing and disheartening that Valley Pools is choosing to treat their loyal customers so poorly.   first off when I called your service manager in reference to this issue, I offered to send a photo of the hose because I knew what was wrong. I didn’t need you to send someone out to diagnose that and I explain that to your service manager, but she was insistent that they send someone to diagnose the issue. I didn’t need that what I needed was you to send someone out to replace the hose, your technician came out and patched the hose. That same hose broke in a spot 2 cm from the repair your technician made. If the hose would’ve been replaced as it should have been the first time there would’ve been no need for me to pay an additional $80 for your technician to come back out. I would much rather you charge me $10 for a hose than $80 for your technician to come out the second time. The fact that you don’t see that is unbelievable to me. I will call an electrician to come out and take a look at my breaker and I will replace it if needed. I have no problem doing that but when your technician was here, he replaced it with a hose that is different from the original when we fill it up and use it twice. The breaker keeps popping. And when your technician was here. he stated that he needed to put that new hose which is different from the one the manufacturer had in there up higher so water didn’t get into the ozonator. When I googled that online, one of the reasons the breaker to trip is water in the ozonator. No I don’t want to pay to have you send someone out here to diagnose the issue that they likely caused.
  

  Keep in mind I’m the same customer that had to push your service manager to submit a warranty claim for the panels that were falling off of my hot tub within a few years of purchase because she wanted me to pay then as well to have someone come out to see if the panels were covered under manufacturer defect which she insisted they weren’t and it turned out they were
  
   
  Regards,
  
  **** ******

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair 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 purchased a SwimSpa from Valley Pool and Spa (Cranberry Township, PA) location in February 2022. The SwimSpa was delivered in May 2022. Upon delivery, one of the panels was damaged. In addition, one end of the spa dropped off about ½” to 1”. This drop off defect causes water to pool at that end. Water is unable to drain. We provided pictures of the defect that included a level showcasing the defect. Since then, we have had had multiple verbal and email communications regarding the issue. On two occasions, the Regional Manager (Troy) was supposed to come with the Service Technician but did not show up. We asked the Service Technician who replied “I don’t know anything about it. You’ll have to call the store”. We’ve received excuse after excuse about the lack of response for the past 9 months. Most times, Rhonda told us she would remind the Regional Manager about the issue. She said she provided the Regional Manager with all of the information about the issue and that he would be in touch. We've continued to partner with the store to get resolution but we keep receiving excuse after excuse. Now, they are telling us this was the 'blemish' in the spa that they told us about. They are now circumventing the issue by questioning our care of the water in the pool due to the corrosion of the knobs that are sitting in this water. Pictures and a summary of the emails are attached. Note: This does not include all of the verbal discussions at the store. I do not know if the SwimSpa can be fixed or if it needs to be replaced given that we have not been able to gain any engagement from anyone beyond the Store Manager.

  Business Response

  Date: 02/16/2023

  Spoke with Mr. ****** and arranged a site visit for 2/22/23 at 12:00pm to evaluate the situation. Also, sent customer provided pictures to the manufacture for their input as to why water is pooling in the area.     

  Customer Answer

  Date: 02/16/2023

  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.
   
  Regards,
  
  ******** ******

• Initial Complaint

  Date:10/29/2022

  Type:Service or Repair 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.

  We purchased our hot tub in January 2022 at the Monroeville convention center show. We received the hot tub in February 2022. Approximately 6 months later the cover began to deteriorate. We contacted Valley Pool and Spa but the manager at the North Versailles office, Laura M******** would not help us. She suggested we contact dream maker spas. They will not help us. Please see attached pictures. If the cover is only 6 mths old it should not be falling apart. And if it is, it should be covered under the year warranty. We just want a replacement so we do not have health issues and a usable cover to keep our hot tub warm.

  Business Response

  Date: 11/23/2022

  Hi *******,
  
  I have directed our North Versailles team to submit a warranty claim on Mr. ******* behalf for the cover to the manufacturer. I am not sure of the outcome, but will try to get a new cover for him.
  
  When a customer purchases a new hot tub from us, we include start up chemicals for a couple reasons. First, it starts them out on the right foot properly taking care of the hot tub. Second, it helps to protect the tub and cover from the harmful effects of unbalanced water. The customers sign and agree to have their water tested once per quarter to maintain the warranty. It clearly states that if they fail to maintain good water quality that their warranty is void. Unfortunately, The ******* do not have one water test this year. They purchased the spa at the end of January. They are simply not taking care of the hot tub. 
  
  We will still try to get them a new cover and reeducate them on the importance of taking care of the hot tub. 
  
  --
  Thank you,
  Rick G*********
  District Manager
  Valley Pool & Spa                               
  ###-###-#### Office
  ###-###-#### Cell
  **********************

  Business Response

  Date: 11/23/2022

  The manufacturer sent the Horgans a new spa cover. 

  Customer Answer

  Date: 12/01/2022

  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.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair 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 bought an above ground pool from Valley Pool and Spa in Greensburg, paid in full, on 12/27/2021 which included installation. I was told I would be first in line to have the pool installed in March. When I didn't hear from installers in March, I didn't worry as I didn't plan to use the pool in March anyway. I started calling the store (Valley Pool and Spa) in April and after several phone calls installer (B&T Installations) came for the site inspection on 4/20/2022. At that time I was told they would not be able to perform install until June, disappointing but still thinking I would get to use the pool most of the summer. In mid-June, not having heard anything from the installer, started calling Valley Pool and Spa again (**** ******) and tried calling B&T Installations directly but that proved to be impossible as they don't answer their phone and their voice mail is full so you can't leave messages. I did send emails to B&T Installations at that time. I had 3 different excavation and installation dates given in June and July, all were cancelled for various reasons: weather issues, equipment issues, personnel issues. After sending another email to Valley Pool and Spa, excavation occurred on 7/27/2022. Install was to occur on 7/29/2022 but when installers showed up declared the site too wet to install. Installers checked site again on 7/30 but said it was still too wet. Installers came back on 8/3 and started the install but said site was uneven and needed excavator to come back. They left, not knowing where excavator was or when he would come. Excavator came back later in the day but did not speak to me just entered my backyard unannounced, did not mention when installers would come back. On 8/5/2022 called Valley Pool and Spa one last time (******* ****** but was only told she would email the installer.

  Business Response

  Date: 08/19/2022

  Hello - this pool was installed to the customer's satisfaction on 8/10.  No further followup should be needed.  If so, ** ***** can reach out to Rick G********* ** **********************

  Customer Answer

  Date: 08/23/2022

  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. 

  It is correct that pool was installed on 8/10/2022.  This does not resolve this portion of my complaint - Partial refund to offset the lost time I've had not being able to use the pool.  Pool was verbally promised to be installed March 2022, and because delay of 5 months cost me nearly the entire summer of use (only 3 weeks of 14 week summer season are left at time of install) I would like compensated for this time with a partial refund.  

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

• Initial Complaint

  Date:07/05/2022

  Type:Service or Repair 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 paid in full for a 24 ft pool at Valley Pools on Feb. 9th 2022. The installation company that they use has been giving me the run around since April. They have been unable to manage to install my pool as of today, July 5th 2022. I've had several appointments some canceled due to weather but today they came and said it was to windy. Had they stayed a half an hour longer the sun had come out and wind died down. I've tried to make contact with the office to do yet another reschedule and they say it will be 48 hrs before they get back to me. They do NOT ANSWER THEIR PHONE AND VOICEMAIL IS ALWAYS FULL. When I call Valley they say it's a busy time of year and a wet summer but the weather was beautiful the past three weeks while we were once again pushed back on the list from an appointment that had been scheduled for June 9th that was cancelled. I need to know how I can get someone to come install my pool in a timely manner as promised.

  Business Response

  Date: 07/12/2022

  *** **** is correct that there have been several rain and/or wind related delays in her installation.  Although it took a day to get return communication, the 3rd party installation company did get back to *** **** within 24 hours and got her rescheduled for install.  As of 7/7, the pool installation has been completed.

  Customer Answer

  Date: 07/12/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** ****

• Initial Complaint

  Date:06/09/2022

  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.

  Our backyard spa was leaking and I contacted Valley Pool And Spa for the repair. They had me pay in advance ($176.55). The technician came out on Memorial Day. He took off the front panel and didn't see anything so he removed the right side panel. There was evidence that a mouse (or mice) were there over the winter (they were not there now) so he said this is where I am done. He refused any further service since there was once a mouse there. A subsequent repairman (not from Valley) came and immediately diagnosed the problem from the front panel. It was a leaking pump. The Valley repairman was eager to get out of the house to attend a family holiday event. He was unable/unwilling to help or try to adequately diagnose. I requested a refund on my charge and I have not been able to get a response from Valley. The only response I get is that my email(s) are forwarded to their service department. These responses are coming from the district manager and the local store general manager.

  Business Response

  Date: 06/20/2022

  Hello - after review, it appears that this customer was refunded in full on 6/10.  No further action should be needed for satisfaction.

  Customer Answer

  Date: 06/20/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:05/26/2022

  Type:Service or Repair 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 bought a Hot Tub July 5 2021 with Valley Pool and Spa in Greensburg Pa. My hot was delivered about a week later. The hot tub was financed with Wells Fargo. August - September-October-November-December-January-February-March-April ... 9 months passed. I called every month for the first 6 months. I called Valley Pool as well as Wells Fargo. Valley Pool would advise everything is fine on their end. Wells Fargo would tell me that it is pending. I was not able to make payments on the account since it was a zero balance. I finally get a call from Wells Fargo on May 9 advising me the charge was processed. I reached out to Valley pool and Troy F*** *alled me back was not very helpful made excuses and blamed Wells Fargo. I know Troy from HIgh school and I feel he is not taking my complaint serious. I do not have any trust in Valley Pool and I have also tried calling another store to see if I can get to the owner and I spoke to Katie at the North Versailles store and she was rude and state she is the only one at that store. At this time I have filled out 2 online forms to be contacted by Valley pool and I sent Troy 1 message thru facebook and 3 emails and he is not returning my calls or emails. The issue is that Valley pool held this pending charge for 10 months which is unacceptable.

  Business Response

  Date: 06/03/2022

  After speaking with Troy about this issue, the customer is correct in stating that there was an unknown delay in receiving her first statement from Wells Fargo for the monthly payment of her hot tub.  However, the customer owes the money to Well Fargo for product and services rendered by Valley Pool & Spa.  The hot tub was delivered on 8/4/2021, and the customer knowingly did not receive monthly statements from wells fargo, but retained the purchased product and services for the last 9-10 months.  Wells Fargo already declined the customers recent stop-payment request as the money is owed to them.  Regardless of this statement delay issue from Wells Fargo, Valley Pool & Spa does not do returns or refunds on hot tubs for any reason.  This is stated in writing at the time of purchase, and the customer signed agreeing to the purchase terms.  The only warranty that applies is the manufacturers warranty, which allows us to fix and/or repair anything as necessary against the warranty terms.  All that said, the customer is the owner of the hot tub, owes Wells Fargo the money, and benefitted by being able to use the hot tub for the last 9-10 months without paying for the product and services during that timeframe.  We greatly value this customer and her years of business, but there was no known wrongdoing on the part of Valley Pool & Spa, therefor we believe we do not hold responsibility for the statement delay.  At this point, the hot tub is used and is nearly one year old, therefor even if we offered a return, it can not be resold as new.  If the customer wishes to obtain money for the product and no longer keep it, it would be advised to sell the hot tub on a local marketplace directly to a new buyer, and then use the funds to pay off a portion of the wells fargo balance.  Please see attached supporting finance document.

  Customer Answer

  Date: 06/07/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ****

  Customer Answer

  Date: 06/08/2022

  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 would like to add to my complaint.
  1. I was just billed for the hot tub so aren't I with in the 30 day return policy.
  2. Since I was not charged for 10 months and life has happened I lost 35 pts
      off my credit score due to the fact it looks like I just maxed out a credit card.
  3. No one from Valley Pool will return any calls.  I am given the run around.
  The fact is Valley Pool dropped the ball on this and did not charge me for 10 months, I was not
  able to make payments to Wells Fargo due to a 0 balance. I find it funny that on social
  media the compliments all get answered but when someone has a complaint they go
  unanswered.  In the past I was told I was speaking to ****** (who quit 2 weeks prior)
  So when you call you do not know who you are actually talking to. 
  We have used Valley Pool for out pool also but I find it ironic this year I refuse to
  give them any money due to trust issues.  We always end up with needing all these
  chemicals, but this year we went to another local pool company and we only needed
  a $16 fix. Also  does my warranty start from the time I was billed?  So many things are
  messed up by the fact they did not bill me when they were suppose to.  They also stated
  I requested Wells Fargo stop payment and that is not true.  I reached out to Wells Fargo since
  they do all the financing for Valley Pool I felt they should be away of this delay.  I called
  them for 6 mo and Wells Fargo advised it was still pending.  Troy even admitted to me that
  it was found due to a fall safe program they have.  So I got to ask how many times this
  has happened for them to need that.
  
  Regards,
  
  ******* ****

  Business Response

  Date: 06/20/2022

  After review of the follow-up response, *** **** is responsible to the terms and conditions of repayment to Wells Fargo for the hot tub purchase per original signed purchase agreements.

  Customer Answer

  Date: 06/21/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ****