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Complaint Details
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Initial Complaint
10/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased a hot tub from this company with a 3 month warranty. It had issues immediately after installation. Service looked at it and the problem was still not resolved. Then we were unable to reach the company for the repair. Finally, they came to fix it in July. They left without repairing the hot tub and said they needed another part and would return. They also took my pump. I cannot reach them again and they will not return my callsBusiness response
10/15/2022
After conversation with customer *************** today, we, (Star Spa Services, Inc.) did have a prior inhouse date scheduled, that was relayed via voicemail, for final repair prior to complaint being submitted to BBB by homeowner.
Customer issues will be addressed and completed on or before 10/25/2022 at end of business day.
Star Spa Services, Inc. has been waiting on parts to arrive due to backorder issues resulting in the Covid-19 pandemic and supply chain ripple effects caused by it afterwards. The spa will have a brand-new control system as well as rebuilt pump installed to take care of the issues with hot tub.
Donna S**********
Customer response
10/27/2022
[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. Although I never received a voicemail message from the business prior to my complaint, I was called after my complaint was filed. The complaint was addressed promptly and the work has been completed.
Regards,
*********************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.