Complaints

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Got tub in 2021, after delivery, pink fluid was coming out of jets. ***** said it was normal. Added water, jets don't work. Motor was bad & needs replacing. When side panel was put on, it was done wrong & 2 visible holes were left. Saw holes, called & they said they would replace panel. Motor arrived, (head of maintenance) ***** came, he installed it & the jets worked. I told him that white flakes are in water. He looked, said it was normal & not to worry. Months go by, no panel. Reached out several more times, ***** said hasn't arrived yet, kept getting the run around. Now 2024, I reach out bcuz my top cover is hanging off on one side & the white flakes are now larger & more noticeable. They come, say I need a new lifter for the cover & says I need 5 O-rings replaced on jets, say that's why I have the white flakes. 7 weeks later, shipment arrives & he comes back out, he now says the panel they sent doesn't fit & wrong lifters. I'm upset so **** calls & says he will expedite shipping. 7 weeks later I have to call, they say it just arrived. He comes back out, now saying all the O-rings need replacing, they're all bad, poor quality O-rings, says they're deteriorating which is why the white flakes in water. He then shows me why the cover is falling off, bcuz it's only screwed into thin pressed ************ he says when the cover was installed, it needed to be reinforced under the panel due to the heavyweight, which was never done. He says if all o-rings are not replaced, the tub will start leaking. I've been going back & forth with *****, he keeps blaming the manufacturer, BUT ALL these issues started with Texas Hot Tub. ***** said today, "The past issues don't matter & I need to buy a new hot tub from them." They do not want to take responsibility that all these issues started at delivery. Their head of maintenance said, white flakes were normal in 2021, but yet it was the o-rings deteriorating, the cover wasn't installed properly, & the panel was never replaced.

  

  Business response

  10/30/2024

  We are working with the client for a resolution which we hope to have completed soon.

  Customer response

  11/04/2024

  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

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a hot tub from Texas Hot Tub Company and in the early part of 2022, my hot tub began to leak water. I contacted the store and requested service on my hot tub. On 05-02-2022 the two service techs came out, made their assessment and stated they needed to order a couple of parts. About a month later and wanting to know the status of my ordered parts, I personally went to the store and was informed it had been ordered and had not arrived at the store. After about another couple of weeks, I called the store back and inquired about the status of my order and was told it had not arrived. I asked for the name of the parts and ordered it from the internet and it arrived in four days. I immediately contacted the store and advised them I had the parts and it will be here at my house waiting on them to come and repair the hot tub. They eventually came and worked on the hot tub. The next day or so, the leak had not been repaired. At which point, I took a picture of it and notified ***** in the service department. At somepoint ***** came to the house and worked on the hot tub. I had to level the cement platform the hot tub was on before I refilled it with water and when I did, the hot tub continued to leak. I called ***** and informed him and took pictures as well. On 06-26-2023 ******* came and worked on the hot tub. Because glueing was involved, I had to wait 24 hours before I was able to know if the leak(s) were repaired. I immediately contacted ******* and told him my hot tub was still leaking. The last time ******* came on 10-31-2023. On 11-01-2023, I took pictures of the leak and contacted ******* my hot tub was still leaking. From 05-02-2022 to the present 2024, I have been unable to utilize my hot tub to ease the pain that's in my feet. On one occasion, I was on crutches and had to help ******* lift up my hot tub so he could work on it. My hot tub is mainly therapeutic. On the invoice dated 10-31-2023 said the work was complete. No!!

  

  Business response

  03/26/2024

  My name is ***************************. I am the Service Manger for Texas Hot Tub Company. I will be calling ****************** first thing in the morning to discuss the services rendered and the services going forward to ensure the correct path. We will make sure his spa is repaired and anything else he may need. We are committed and dedicated to achieving totally satisfied customers by providing superior products and service. 

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  5 Apr 23 Paid ** Hot Tub in ****** $3,****** for S820 Infrared Sauna 12 May 23 Paid balance $3, ****** for S820 Infrared Sauna 29 May ********************* my home with two (2) male #6 cords; there should have been 1 male and 1 female cord. Female cord is missing. Sauna cannot be turned on. Installation is incomplete. Video sent to ****** store manager, ***** 7 Jun 23 After 3 requests, finally received a receipt dated 5/29/2023, invoice #*****. Start your count on May 12th or May 29th the receipt guarantees expire before installation is complete.* Returns in 7 days for refund Receipt Required * Returns in 30 days for credit only Receipt Required * No Returns after 30 days * NO REFUNDS OR RETURNS ON SPECIAL ORDERS * NO RETURNS ON ELECTRICAL ITEM 30 Jun 23 ***** has missing sauna part at his store 5 Jul 23 [8am] Recd a text from ****. I have a service sched for Jul 17, btw ****pm. Confirmed my availability 5 Jul 23 [11am] Unexpected installer is at my home with a male/female adapter that didn't fit. I dont consider an adapter *****-rigged at the top of the sauna as the "part" Ive been waiting 37 days for 5 Jul 23 [1:49pm] Texted **** if he had the proper missing cord or an adapter No reply 5 Jul 23 [2:53pm] Emailed ***** for his definition of what the missing part is oWhen I say "part" I'm referring to the missing female cord in the back panel of the sauna. Once replaced, the sauna will be in factory condition for all warranties to begin to take effect 8 Jul 23 ***** emailed he would handle my concern 17 Jul 23 [8:53am] **** texted to reschedule todays appt to Jul 24th btw 1-3pm. Updated ***** via email-No reply.23 Jul 23 Texted **** will he be here 7/24 or will he reschedule 24 Jul 23 ***** word-salad reply *** mean a new person w/wrong part was to come out today but wont. No one came to my home today Remove this unit from my home and refund my $6,922.58. I dont have money or time to waste with this unprofessional company!

  

  Business response

  07/27/2023

  We are so sorry that you have had this experience.  *****, our Service Manager, has come out to your home and your sauna is now working properly.  We updated your warranty coverage to start today, so you will not lose any warranty coverage for the time when you were unable to use your sauna.

  Customer response

  07/27/2023

  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. It should not have taken 2 (two) months and a BBB complaint to get a satisfactory reaction. There is extremely poor, if any, communication skills between the departments and personnel. I hope this is the first and last complaint that I have to file regarding this company and their service towards me.
  
  Regards,
  
  ***********************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I called yall on 5/29 because our hot tub thats under warranty leaked and was completely empty. On 6/1 a service tech, **** reached out to schedule a visit. When he came out he said the deck was built in a way that the hot tub mechanics arent accessible; I had contractors come out to rebuild the deck and spent a good hunk of money and discovered that the hot tub had been accessible all along. I reached out to **** again to come finish the job and he scheduled 6/30 to return at 9am. On 6/30 he messaged me at 7:55 am saying he was less than 30 minutes away and that it needed to be full of water. I was dropping my child at camp, due back for our appointment at 9, didnt know it needed to be full of water and he said that hes have to reschedule. He told me that he could be back out today 7/17 yet hes not here and doesnt respond. At this point, its been about 7 weeks since I reached out for this repair and the company is not responsive.

  

  Business response

  07/28/2023

  ************************, our Service Manager, came out to your hot tub on 7/20 and repaired your drain cap.  We haven't heard from you since then, so we assume that your tub is functioning properly.  Please contact ***** personally if any issues arise, he will be your best contact going forward.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a hot tub in March 2020. The company we bought it from closed its store but transferred its warranties to Texas Hot Tubs, which is located in ********** and in ************, Texas. Our hot tub started having problems so we contacted Texas Hot Tubs back in November 2022. Emails went back-and-forth and they stopped responding to **. We were just trying to find out how to have our hot tub serviced since it was still under warranty. We started calling the service manager, *****, in the ********** store. He finally promised to have someone come out, but said we had to pay a $90 fee. We had never heard of this with a warranty, but we did pay the amount. Someone finally came out after two months. He said we had quite a few issues and went ahead and ordered the parts for **. He said these would be covered by the warranty. Our warranty expired March 15. The technician came out but never showed back up again. We could also not get a hold of him. Weeks went by and we tried calling ***** in the ********** office again. We asked when our parts would be in and when they would be able to come out and fix our hot tub. He said he would let me know when the parts came in. This has been three months now in total now. He will now not respond to **. We want our $90 back and we want them to come give ** the parts that were promised to ** under our warranty. Thank you.

  

  Business response

  05/15/2023

  Our service technician came out to repair the hot tub on 4/13, and all repairs were made.

  Customer response

  05/16/2023

  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

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this hottub in May of last year and have had constant issues. I have had multiple issues with the filter basket getting stuck and unable to get out. Have made multiple calls/ complaints with three service calls without resolution. The last attempt to fix the issue now leaves the filter basket just floating and doesnt seal properly. Now the electrical panel will not allow changes to the modes. I have made two more phone calls requesting service with no response from this company. Extremely frustrated given the cost was over $8000. This unit should be in perfect working order but have had nothing but trouble with it and very poor customer service from this **********************.

  

  Business response

  04/11/2023

  Hi *******,

  We are so sorry that your experience has been less than ideal this far.  There has been a delay with the manufacturer of the parts needed for your tub, and the delay has been frustrating for ** as well.  Upon investigating, I see that you are on our service schedule on April 13th to fix your hot tub with the needed parts.  

  Customer response

  04/20/2023

  Complaint: 19900322
  
  I am rejecting this response because:

  Attempt to repair hot tub on 4/13/23 was unsuccessful. Have been told replacement has been requested from manufacturer, however, will not give a time frame on when replacement will be given/delivered stating "these types of situations do not move fast".  The issue with this hot tub with basket getting stuck and KNOWN manufacturer defect has been ongoing for at least 8 months without an acceptable resolution. The hot tub should have been replaced immediately when the issue of the defect was discovered. 
  
  Regards,
  
  *******************************

  

  Business response

  05/10/2023

  Again, we are so sorry that this has been your experience with the manufacturer.  Per your conversation with the manufacturer representative, they have shipped the parts needed to fix your hot tub to **, and as soon as we receive them we will schedule someone to come out and fix your hot tub.  Thank you for your understanding and patience on this matter.

  Customer response

  05/10/2023

  Complaint: 19900322
  
  I am rejecting this response because: Texas hottub continues to not accept responsibility for a defective hot tub that THEY sold to me trying to put it on the manufacturer. I spoke with the manufacturer representative yesterday who stated Texas Hottubs should have already received the parts and should have already contacted me to schedule service to resolve the issue. As of today, 5/10/23 I have yet to receive any communication from Texas Hottub.  

  Again, Texas Hottubs sold me the hottub not the manufacturer. This hottub should have been replaced by Texas Hottub months ago but they continue to drag their feet and not follow through with anything they verbally say they are going to do. 
  
  Regards,
  
  *******************************

  

  Business response

  05/15/2023

  *******, our service manager was out this afternoon and spoke to your husband on site.  He did replace the parts that were sent from the factory, which are revised parts from their vendor.  This appeared to remedy the issue.  Please monitor and let ** know if anything changes.  Thank you for working with ** and the manufacturer on this issue.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our 3 year old Hot Springs hot tub began leaking. This cost us well over ten thousand dollars. We called and were referred to the service department and after making 2 phone calls were told that the earliest a technician could perform a service call was in 1 month. WHAT!!! That is not customer service! The tub is under warranty but this certificate is clearly worthless. We did accept this ridiculous appointment but was informed that we first had to pay a $75 fee. Another perfect example of zero customer service. We know that another competitor brand was able to offer service on a friends hot tub within a week of calling. That is customer service. If Hot ********************** cannot adequately warranty their products, perhaps they should stop selling any additional units and hire and train enough technicians to service the tubs already sold in a timely manner. I strongly recommend that people think twice about purchasing a tub with this company.

  

  Business response

  03/30/2023

  I spoke to the Goodmans yesterday and explained why we are not able to get to their service prior to their guests arriving this weekend.  We are the Servicing Agent in the area and service every product we sell regardless of warranty/non-warranty.  We currently have over ****** hot tubs in service in the ****** area and we have plenty of service technicians to provide great customer service.  The recent ice storm and subsequent 'Oak-apocolypse' caused unprecedented damage to hot tub covers and lifters from falling trees and branches, thus the unusual lead times.  While a leak is a rare occurrence, and usually a simple repair, the tub can be filled and used until service can be performed.  Our scheduler informs customers of the current lead time and advises that it's likely customers ahead of them will reschedule and in such case we will contact them with a new date and time.  We did contact ******* the next day to move the service up to next Tuesday but were informed she already rescheduled service for Friday before their guests arrive for the weekend.  I believe she possibly thought we were the company coming out so she paid the 'travel fee' (see attached warranty) as she was originally informed she did not need to pay that until day before service. It's likely **** scheduled the service and ******* did not know it wasn't with us.   I advised the Goodmans we would refund that charge since they cancelled the service call, and we have.  Their hot tub model is an extremely reliable product and one of our best sellers.  We are committed to provide all their future needs and apologize we could not meet their timeframe.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased hot tub from Texas Hot tub store on 06 -22-2022 for $ ******** They delivered hot tub and it leaked. I called them for repair and took about 2 weeks for someone to come out to look at it. They knocked two holes in side said it was leaking and would order parts. Never heard anything from them called in November ask to speak to Service manager (***** said he was service manager) he would reorder parts and get fixed as they said they would get someone out as soon as possible. Called again .about December 1, *************** manager gave my name to call me back he told receptionist to call and tell me as soon as part got here he would get repaired Six months later all i have is leaking hot tub with 2 holes knocked in insulation and black mold growing under hot tub on my patio.

  

  Business response

  12/22/2022

  Hello,

   

  We are so sorry to hear about this issue, and we certainly understand your frustrations.   This is certainly not the level of service that we strive to provide, and we are take your complaint very seriously.  I have passed this information along to *****, our General Manager, and he will be contacting you ASAP to resolve this problem.

   

  Thanks,

   

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

  Customer response

  12/22/2022

  Complaint: 18621706
  
  I am rejecting this response because:the business always says they will call or repair and they have not.   will not accept anything until disputed is settled
  
  Regards,
  
  *****************************

  

  Business response

  12/22/2022

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

   

  Per our conversation, the manufacturer has approved ordering a replacement hot tub.  We placed the order today and will let you know when it arrives so we can set up a delivery date.  Our delivery crew will bring you a new chemical start up kit with your new hot tub.  We are also ordering an O-ring replacement kit, so that we can get your current hot tub running properly for you to use while waiting for your replacement tub.  

   

   

  Customer response

  12/23/2022

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

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  3/27/21 put deposit on a floor model swim spa for my disabled husband. 8/27/21 we were declined financing amount of ****** for the final amount to cover the unit. Since then we were working with management on refund and store credit. Per contract full refund if financing not obtained. Per sign posted on store counter 10% restocking fee on all special order cancellations. We have been told they can not find our financing paperwork so we can not get full refund. Then were told we could not get refund unless I provide my old credit card or provide a letter from our bank. Then we were told we need to sign a non slander agreement with falsified information on it stating item was SPECIAL ORDERED. I asked them to correct it so we could sign and get refund and store credit. ***** at ******* store said he was corporate manager and was sending corrected letter by email yesterday. I told him it still states false info about special order and we cant sign a fraudulent document so then he said we are done they cant help me unless we agree to sign our names to a false document.

  

  Business response

  04/07/2022

  ***************** signed our agreement and we have already refunded her, less the cancellation fee.  She agreed to retract her BBB complaint, which is why we haven't replied to this complaint until now.

  Customer response

  04/08/2022

  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. It took a little bit longer than we expected, but they did get it resolved with the help of my BBB complaint.
  
  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. ↩