Complaints

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered a spa fromFranklin, NC sales Hot Springs Pools & Spas on 6/18/24 w/deposit of $1000. Service manager was to call to schedule site visit per salesperson, Julian C****** Phoned Franklin, NC office on 7/15/24, as no site visit ever scheduled. Again told someone would be calling me. Spa arrived early August 2024. Salesperson instructed me to pick up electrical panel in Franklin, NC, and schedule electrician to install prior to delivery. Was then told they no longer intended to schedule site visit prior to delivery. We hired a licensed electrician, ********* ********, who came to install. (We also hired contractor to remove railing on porch, reinforce porch floor for placement spa). Electrician refused to install panel without hooking up spa himself at same time, stating this practice NOT according to code, his license in jeopardy if he allowed. Electrician spoke directly w/staff @ Franklin office, as did my husband, *****  Manager then phoned me to try to schedule delivery, not adhering to code for electrical install, as if conversations had never occurred. I suggested she return our deposit if they were not going to adhere to proper procedure. My husband then received another call a week later from a man stating he was a manager, arguing that their practice was ethical. My husband again requested a refund of our $1000 deposit. We have had no refund, and no contact from Hot Springs Pools & Spa since, nearly 2 weeks ago.

  Business response

  09/12/2024

  This Complaint has been resolved and the customer is now going to keep their spa and have it delivered in the spring of 2025 when they return.

  Thanks, Nate

  Customer response

  09/13/2024

  [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

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hot springs pool did a routine maintenance to get our pool opened for this season. However, since they left we have had to pay another pool service company to fix their many problems. We have paid at least 3 times as much to fix the issues that resulted from their “maintenance”. They were called out to reinstall the salt cell and perform a cleaning of the pool filter. And to check the over health of the pool. They claim they did. But our pool health says otherwise. Since they left we have what appears to be algae that began to grow in the pool. (But only after their maintenance). After sending many water samples to our local pool company, ********. We have discovered this is to be an over abundance of chemicals that were clotting together. All Due to the service from hot springs. We were not having any of these complaints prior to their service. Also, the pressure on our filter is at a high level where it normally should run below 10 psi. After their service it has been running at 25 psi. Danger of castrophic failure is at 50 psi. These were all analyzed by ******** pool. Along with the chemical analysis from the water samples. They were also supposed to reset the pool timer from night time to day time. But that was not done. When we returned the pool pump was not on. It was not circulating. We have had several services to try to correct the ‘em balance from the chemicals. One of ******** pool technicians says that the only reason our pressure is at that level is if the pool filter was improperly cleaned or if their was a damaged cartridge that was not brought to our attention. Through ******** we have managed to lower the pool pressure through adding DE and backwashing. This has lowered the pressure down to a stable level but not the correct level. ******** techiniican is coming back out this week to try to correct the level. This has caused us much distress and a lot more unnecessary money spent. In order to correct what service they said they have done.

  Business response

  07/03/2024

  We received an email on April 24 from *** ***** requesting service.  Below is a copy of that request:

  Re: Pool repair

  **** ***** *********************

  Wed 4/24/2024 9:08 AM

  To** ******* **********************

  Hi, we need our filter serviced, the salt cell

  Reinstalled, and we need to see what is wrong with the heater. We bought a part we hope you can install and see if it fixes the heater. It is showing an ignition fault. When can you come out?’

   

  Thank you,

  ****

  ************

   

   

  An appointment was scheduled for May 2 and *** ***** stated that he would be out of town.  We cleaned and recharged the DE filter, installed the salt cell, added 20 lbs. of Sodium Bicarbonate to raise the Ph, added 240 lbs. of pool salt, and checked the pool heater.  This was exactly what *** ***** hired us to do as the email request states.  When *** ***** returned home roughly 10 days later he notified us that the pool was green and the pressure was up on the filter which would make sense if it was clogged with algae.  We strongly believe that the pool was in poor condition because no one was home for an extended period of time.  Hot Springs cannot and should not be held responsible for anything that occurred after our service call.  Upon completion of our service call the pool was in perfect working condition.  

   

   

  Respectfully,

  Glenn J******

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hot Springs put in my original pool in 2011. Always problems with liner coming out & fading. They pieced milled with liner lock here & there. Looked horrible & uneven. The dirt & vermiculite bottom under original liner was always lumpy bumpy & unsmooth. Satisfaction was never achieved. But I did not pursue. Three years ago in 2020 end of April we decided to put in new updated better quality heavier liner based on their recommendations. We paid deposit & all balance dues timely. After less than year liner started floating getting wrinkled & algae would get in wrinkles. The liner appeared stretched very thin over the metal steps & you could hear a metal sound when waking on steps. This was on entry way steps in a very obvious & visible area. Liner had 3 year warranty which ends around end of April 2023. Hot Springs came a few times to look at our situation & said they couldn’t help us unless we wanted to pay to take out new liner out & pay for hew liner & installation again. Especially in mid pool season!! I am so frustrated that pool season is almost here for 2023 & our warranty has just a few weeks left & no resolution. Our beautiful salt water kidney shaped pool & new liner cannot be repaired unless we cover entire cost. Jake was not willing to offer anything else. Customer service is less than satisfactory & workmanship leaves a lot to be desired. I felt it was not important or significant to them to work with me a residential pool owner located in Spartanburg. I spent most of summer 2022 calling & texting Jake. My husband had a serious cancer diagnosis in Sept 2022 & obviously I could not continue to try & resolve our situation at that time. Rather than start back with Hot Springs now, I am now requesting The SC BBB review & investigate. I have records receipts pictures of steps copies of the numerous texts between Jake & myself if you need them. I am requesting Hot Springs review & revisit my original complaint from summer 2022 & resolve it. **** ******* 

  Business response

  04/13/2023

  We are a family-owned small business since 1989, and we have spent 34+ years doing right by the community. Ms. ******* has lodged this complaint against us, and we want to take the chance to clarify a few of the claims made.  This is in no way an attack on her as a homeowner/customer and we would be more than happy to help her in any way moving forward.
  
  We were contracted with the ******* family in 2011 to build their pool. We built them an exceptionally beautiful pool that met/exceeded industry standards. The pool bottom is a hand troweled vermiculate floor, and we acknowledge that there may be some bumps/unevenness however, nothing to compromise the integrity of the liner/pool. Furthermore, the liner coming out of track is a completely normal occurrence with vinyl pools. This is due to changing weather, water levels too high/too low, and water chemistry, etc. We installed liner lock in certain areas to help mitigate the problem. We have no records of **** reaching out asking us to address her liner lock after that. According to her own timeline, the original liner lasted 9 years which is well within the expected life.
  
  In early 2020 we were hired to furnish and install a new liner.  Ms. ******* claims that “within less than a year the liner started floating getting wrinkled & algae would get in wrinkles”.  This speaks to the fact that the liner was not originally this way upon install.  Jake went out (free of charge) to look at the wrinkles. He noticed that the liner was fading and there were multiple wrinkles in the liner oversteps. At first Jake thought this may be part of the wall foam barrier however, it was not. After physically getting in the pool and trying to move the wrinkles out of the steps, he was 100% certain this was caused to the water chemistry being off for a long period of time. The three-year manufacturer warranty is against manufactured defects and does not cover issues resulting from improper water treatment and water levels. Due to the homeowner’s own claim of algae, fading, and floating it appears that water treatment and levels were the cause of their issues. Therefore, we informed her that it is not under warranty and if she wanted to replace her liner, she would need to pay for a new one.  ****, we acknowledge that you all have had a lot of family hardships and we want to help you in any way we can. We are unable to give you a liner free of charge. However, I would be able to give you a discounted liner. Please let us know how we can move forward.
  
  
  
  
  
  578 Woodruff Road
  Greenville, SC 29607
  Phone:  864.********
  hotspringspools.net
  

  Customer response

  04/18/2023

  I acknowledge receipt of Hot Springs Pools & Spas response to my complaint. I do appreciate their willingness to discuss this ongoing issue with us. However I did want to provide additional information & documentation that are pertinent to my complaint. 

  
  

  Attached is copies of my ****** warranty. I went to great lengths to contact ******. They deferred back to Hot Springs. Please note on our quote from Hot Springs, it does mention foam wall replacement. But we were not informed of this option if we wanted to pursue it ourselves. Nor is the copy we were given signed by an official of Hot Springs. 

  Please keep this complaint open to further work on resolving with this business. 

  Thank you 

  **** ******* 

  864-********

  Business response

  05/01/2023

  Per our last response, we feel that these issues are not a result of Hot Springs workmanship or covered under *******s Warranty. Therefore, Hot Springs is unable to give you a free liner but in the spirit of Goodwill can offer a new one at a discounted rate.  Please reach out to your contact at Hot Springs for more information. 

  Customer response

  06/15/2023

  The consumer stated this issues was resolved.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I saw their current promotion on the website of 36 months no interest. I went to my local dealership that their site suggested for promotion. I agreed on a ******* hot tub price of $17,000. When I told them I would like to take advantage of their current promotion they would not let me but said that I would have to pay extra $2300 to be able to use the promotion. The promotion is for no interest so by me having to pay extra for it negates the whole deal. I'm just basically paying all that interest upfront. Its false advertising. We already agreed on the price for the hot tub. That is not right. I would like to have this resolved somehow please. They offer a promotion on their website but don't allow you to take advantage of it unless you pay them a lot more money.

  Business response

  10/31/2022

  Hey Cindy,

   

  In regards to this issue, it’s a national campaign from our manufacturer. The promotion clearly states that it is not offered with any other discounts or promotions. What you are not aware of is that we gave Mr. *********** over a $4k discount on that spa, so that makes this promotion invalid. Since the day when he filed this claim, we have reconciled our difference and he seems very happy with the outcome. I did speak to him today and he did say that he had tried to contact the BBB to remove this claim. Please let me know if there is anything we can do help or feel free to get ahold of for any further questions.

   

  Thanks,

                  Nate

  Customer response

  11/04/2022

  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,
  
  **** ***********

*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. ↩