Complaints
This profile includes complaints for Bullfrog International, LC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 32 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/01/2025
Type: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.
Purchased my spa from a local dealer. I love it! I believe my ozone isnt working though and called for an appt. Someone by the name of *****/Ferry (both names in text messages with arrival time) comes and lifts the cover and says its working fine. I go to my local store and there spa has bubbles coming from the front of there spa and mine doesnt so they put a request in to have someone call me. They call and I say that I didnt want the last guy to come as he didnt open the panels to check anything. The representative says she is unable to see who came to my house last. Lo and behold *****/Ferry shows up for the second time and turns on the jets and says ozone is working fine and states its late and Im tired and dont want to check to see if its working. He exact quotes. The person home at the time had asked if *****/Ferry would talk to me on the phone and he said no there is nothing to talk about and you can call Utah to make another appointment. Which I will be doing tomorrow and hopefully getting a new technician as *****/Ferry doesnt seem to like his job nor have any customer service skills.
Business Response
Date: 04/03/2025
Sorry for the issue. After speaking with our scheduling department, it appears that we have you scheduled for a follow up appointment next week to address your concerns.Initial Complaint
Date:02/06/2025
Type: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 Bullfrog Spas hot tub from a local retailer in May of 2023, and it was installed on June 30th of 2023. I had filed my information for warranty coverage and everything was working as advertised for the first 6 months or so, then I started having minor issues with the built in lights and some of the components coming apart/undone. These were minor issues, and mostly cosmetic, but in November of 2024 I had a complete pump failure on my hot tub. I had called the local retailer and Bullfrog customer service to state my issue and requested someone to take a look at the issue and potentially provide warranty repairs. When I noticed the pump making a loud buzzing/grinding sound, I turned off the **** breaker to prevent further damage. My hot tub has been unpowered for the past 8 weeks. During which time I have both placed phone calls to the local retailer and Bullfrog Spas company to request assistance. I have not received one email or phone call from Bullfrog telling me what to expect or how they plan to address my issue. I have called at least a dozen times now, stating my issue, with no result or no intentions from the manufacturer to follow up with me. The customer service line just rings and rings until it goes to a voicemail box that is full. I spent a good amount of money for this spa, and the company website claims that they are luxury spas and have one of the best warranties in the business. I have never had this experience where I needed to advocate so much for myself with absolutely zero response. My hunch is that they are experiencing system wide issues with the tubs they launched in 2023 and are overwhelmed with service calls and warranty claims. I have had zero support from Bullfrog over the past 8 weeks and I'm over it. I own a very expensive product that I cannot use.Business Response
Date: 03/06/2025
Sorry to hear about the issues. We have reached out to the servicing dealer. They should be reaching out to you to schedule an appointment to address issues you are experiencing.Initial Complaint
Date:07/08/2024
Type: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.
New Bullfrog headrests (3) de-laminated after 26mos due to manufacturing defects. Returned to HQ location in ********, ** but no response has been received.Business Response
Date: 07/22/2024
Hi *******,
Sorry for the issue. Our warranty and technical team spoke with you on the phone. Headrests are not covered under warranty. However, as a one-time good will gesture, replacement headrests were shipped to you and delivered to you on 7/11/2024 at 11:23AM to the address you provided.
Initial Complaint
Date:07/05/2024
Type: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 swim spa from beachcomber spent ***** dollars on it the floor deformed so they replaced it under warranty. Now the replacement spa has deformed too. They want to replace it again when I feel that it a manufacturer defeat in the design and will do the same thing so I asked for a refund. But I've been getting the run around that it's not up to them it's the manufacturers choice to give a refund. But I bought it through beachcomber. I have sent emails asking for phone numbers to call and find out about this and no reply I call the store they say they are not allowed to talk to me.Business Response
Date: 07/05/2024
Good morning,
The product in question in this complaint is not a product manufactured or distributed by Beachcomber ******************* Beachcomber Hot Tubs does not manufacture a Swim Spa product. Our ************* Leader has reached out to ************************* and explained that the retailer he purchased the Swim Spa from is an Independent Business that sell Beachcomber Hot Tubs and other brands of hot tubs and swim spas. ************************* indicated that the brand of swim spa is a "Bullfrog". We recommended that he revise his BBB complaint against Bullfrog if they are the manufacturer. According to this retailers website ************************************* they sell a swim spa brand called Swimlife, which is owned by the ************* via subsidiary Hydropool. Therefore we are not clear if it is a Bullfrog Swim Spa.
We request that we are removed from this complaint.
Regards,
***********************
Vice President ***** GM
Business Response
Date: 07/22/2024
Sorry to hear about the issue. It appears a replacement spa has been ordered and is expected to ship soon. Manufacturing improvements have been made since the production of your first spas. Any discussions of refunds would be between you and the selling dealer.Customer Answer
Date: 07/22/2024
Complaint: 21921784
I am rejecting this response because: beachcomber edmonton told me that it was up to the bullfrog to ok the return and refund.
Sincerely,
***************************Customer Answer
Date: 08/01/2024
Unfortunately Solara Hot Tubs & Patio in ******** will not proceed with the refund. And are making me pay storage on the new replacement spa that I don't want. And won't respond to my calls or emails. Unfortunately I don't know what to do from this point forward.Initial Complaint
Date:07/02/2024
Type: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.
Aug 2023 Disappointing Experience - Defective Product and ************ I regret to say that my experience with [Hot Tub Brand/Model] has been extremely disappointing. Since the day we purchased the tub, the interior lights have never worked. Despite contacting the company multiple times, they have sent out technicians four times, yet the issue remains unresolved. Its incredibly frustrating that a problem known to be a defect was sold to us anyway.In addition to the lighting issue, the outer shell of the hot tub is also defective. The cover, which should provide protection and maintain water quality, has become uneven and water now pools on top. This is not only an eyesore but also a clear indication of poor manufacturing quality.I would not recommend this hot tub to anyone. The combination of defective components and the company's inability to fix known issues has made this a regrettable purchase.Business Response
Date: 07/23/2024
Sorry to hear about your issue. It appears this spa has been returned and refunded.Initial Complaint
Date:05/10/2024
Type: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.
Purchased a new A7D through Southern Leisure on 5/19/2023. The hot tub was delivered in early July 2023. At installation the front panel was bowed out and the center post was not attached at the bottom. After a couple iterations with the ************************ techs (great team), they realized that the incorrect post was installed in the manufacturing process and, because they modified the fiberglass to use the wrong post in the factory, the correct post can no longer be installed. Early in 2024, Southern Leisure contacted Bullfrog about replacing the hot tub due to the manufacturing structural defect. Bullfrog's response was that their engineers "believe" that the center post is not structurally necessary on this model. (I guess they are fine wasting manufacturing time/materials by adding unnecessary structure.) When I informed them (with photos) that (in less than a year of Texas heat) there was already a 1/4" sag in the top surface of the spa (which does not exist in the sides with correct support,) they stated that the 1/4" sag was a standard deviation in the manufacturing process.So, after admitting to a structural manufacturing defect, they are refusing to fix the issue because they "believe" it won't cause a problem. Of course, if whatever they consider to be a "problem" doesn't show up until after the warranty period, I'm just out of luck. And, given the terms of their warranty regarding replacements, if they DO replace it in the furture under the warranty, I have to either pay more money for an equivalent hot tub (however much the price has increased since then) or accept an inferior model (along with incurring all shipping and installation costs.). So, the longer it goes before they decide there is a "problem" needing replacement, the more it costs me.Business Response
Date: 05/31/2024
*****,
Sorry to hear about your issues. This spa will qualify for a replacement. Your dealership will be reaching out to you with details.
Customer Answer
Date: 06/04/2024
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. However, I have been told by the local dealer that it will take 7-10 weeks to get the replacement. So, I'm assuming at this time that they will follow through. If not, I will report that back here as well.
Sincerely,
*************************Initial Complaint
Date:01/05/2024
Type: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 a brand new A7D hot tub from bullfrog on 9.5.23. We made the full payment on that day of $14,493.15. Our hot tub was delivered on 10.16.23. We reached out to bullfrog the following day to let them know the spa was not working correctly and that there was little flow to the lounger portion of the tub. They sent a tech out to look at the spa and told us it was air locked. The problem was still not resolved so we reached out on 10.23.23 and they again sent a tech out. Fast forward to today January 5th 2024 we have had several techs out to our house to service the spa with no resolution in sight. We have asked for a refund multiple time only to be told they have the strongest warranty in the industry. We are now paying to run a hot tub we do not use just so they can come service it every 2 to 3 weeks. This should not be an issue with a brand new straight out of the factory 14.5k ******* will continue to try to reach out for a refund on this faulty spa.Business Response
Date: 01/22/2024
We have been in contact with the selling dealership. A resolution has been determined.Customer Answer
Date: 01/23/2024
Complaint: 21102602
I am rejecting this response because we paid nearly $1,500.00 in September and still do not have a functioning product nor do we know when that will be. We have asked for a refund multiple times and they are refusing to give us our money back.
Sincerely,
*********************************Business Response
Date: 02/07/2024
After looking further into the reported issue with this ******* have determined that flow to the other lounge can be varied based on the amount flow required with the JetPaks chosen. If more flow is desired in the right side lounge, it will require using the therapy handles on each JetPak to help divert the desired therapy to that side of the spa or moving the JetPaks around in the spa to help get the desired flow therapy. In general with all JetPaks in use, one lounge will perform differently than the other side. This is not a faulty spa. Any desires for a refund will need to be discussed with the selling dealership you purchased from.Customer Answer
Date: 02/07/2024
Complaint: 21102602
I am rejecting this response because: I spoke with the owner and this was NEVER mentioned. They said that they would not give us a refund and they could only replace the broken spa. He gave us a timeline of 3 week for the new spa to be delivered. Whoever wrote this business response is in no way updated on this case.
Sincerely,
*********************************Business Response
Date: 02/08/2024
The replacement spa is complete awaiting dealer pick up to schedule delivery.Customer Answer
Date: 02/09/2024
Complaint: 21102602
I am rejecting this response because: we have not received our fully functioning spa yet. Once the spa has been delivered and is in good working order we will respond.
Sincerely,
*********************************Initial Complaint
Date:10/06/2023
Type: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.
We purchased a new bullfrog spa A 6L from a dealer in ************, **, 32162.Initially we were impressed with various models on floor there and the jets seemed normal or as expected ( for a one pump spa). You could see the water moving and jets were powerful. When we received ours, September 20, 2023 and we were excited to use it. We immediately noticed no jet pressure and very weak. We went back to store, and they explained the empty jet packs should be off to increase other paks pressure when we use it. We did that and checked pressure, it wasn't any different. We went back to store to have someone come out and check internal parts, that happened today 10-4-2023 and technician said " that' the best it will be". We are very disappointed and feel somewhat misled from what we saw in store. Managed of store said the 2 pump spa would be much stronger with an additional cost to swap out spa with floor model in store of approximately $2,000. We said no, that is not acceptable, we simply want a spa to perform as expected and this one will not.So what happens when we have 4 people in spa and it is a 4 person spa with all 3 jet paks open? We are 2 people mainly using spa and it is not what we expected nor ordered.We are asking for a refund and they can come back and take ****** feel misled with ordering a spa with one pump should have some sort of power, this is a disappointment. We have called **** ( Bullfrog corporate) several times and even left a message for someone to call us. They have no receptionist to answer calls, we have tried various times and left emails too, no response. We are hopeful to speak to someone, but since the day it delivered and we knew it wasn't right, it seems its everyone else's fault and we are now having to deal with a corporation that won't answer calls/emails.Thank you and we just want it handled properly.Business Response
Date: 10/24/2023
We are sorry to hear about your experience. Single pump spas are not as powerful as the 2 pump spas. After speaking with the selling ********** appears options have been offered to get you taken care of.Customer Answer
Date: 10/24/2023
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.The spa has been returned, and we have been given a satisfactory refund. Spa to be picked up from store on 10-25-2023.
Sincerely,
*****************Initial Complaint
Date:10/04/2023
Type: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 an A8 series bullfrog hot tub from my local dealer, Unique Pool and spa in ************ **. Since April ************************************************** local dealer to service my hot tub since it is still under warranty. Neither outfit is willing to service my unit for what appears to be a leak and other problems that are under warranty. I simply want my unit fixed. Please help.Business Response
Date: 10/25/2023
We spoke with the selling dealer. They have a service appointment scheduled for November 1st.Customer Answer
Date: 10/26/2023
Complaint: 20696225
I am rejecting this response because:
I do not have a service call scheduled. Not sure where they got that from.
Sincerely,
***************************Customer Answer
Date: 11/10/2023
Around Oct 14th a Unique pool and spa send a service tech to my house. He opened up some of the hoses and inspected the system and gathered samples of the soft black specs that filled the hot tub. He left without really doing much else, he could not determine the problem. I was told about a week later to fill the hot tub and was assured that the problem should resolve itself. That is not true I still have the small black flakes as well as 3 hard small black pieces and two white plastic pieces that broke off something, but they cannot tell where it came from. IT still needs repair!!!!Customer Answer
Date: 12/06/2023
The company has not contacted me at all since last communication with BBB and has done nothing to resolve my complaint. I just want my hot tub repaired.Business Response
Date: 12/14/2023
The selling dealer was able to service this spa. No leaks were found. Other service items are being handled by the local dealership.Initial Complaint
Date:08/04/2023
Type: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 Bullfrog Spa serial number ****** manufactured September 2019 which is still under warranty. My Bullfrog spa is leaking. I have contacted both Pacific Pools and Baumann Pool and Spa on multiple occasions over the past weeks and months for them to come out look at the spa and fix it. I have contacted Baumann Pool and Spa in 2023 on the following dates for this purpose: 8/4, 8/2, 7/31, 7/28. I have contacted Pacific Pools in 2023 on the following dates for this purpose: 7/31, 7/28, 4/11, 4/10. When I contacted Pacific Pools in April they told me they would make an open work ticket to come out and fix the spa. From subsequent conversations, I've had it appears they never intended to come fix it in the first place. My perception is that they are using delay tactics in a hope that I would give up. I spent $11,000 on this spa which is now unusable. I would like for someone from Bullfrog to come service my spa. I'm very busy and do not have time to constantly call someone on the phone to try to get them to come out and honor the warranty. I have emailed Bullfrog Spa at ************************ to seek resolution. I have also called the phone number listed on their website ###-###-#### and have received no response. I am contacting the better business bureau hopeful that you will be able to resolve this issue prior to me contacting a lawyer. I am disappointed that Pacific Pools was not interested in helping me resolve this issue. I am grateful that Baumann Pool and Spa is seeking resolution internally. However, I am disappointed that I have not received service as promised through the warranty after 4 months of attempting resolution. I have enjoyed using this product but am disappointed in the poor customer service i have thus far encountered. Thank you for your time, **** *****Business Response
Date: 08/15/2023
Hi ****,
So sorry to hear about your issue. We are working on finding a solution for you. We will be in touch soon.
Customer Answer
Date: 08/19/2023
Complaint: ********
I am rejecting this response because:I have contacted Bullfrog Spas, Pacific Pools and Baumann Pool and Spa seeking resolution on a leak that developed on a Bullfrog Spa that I purchased for $11,000 which remains under warranty. I have made contact over twenty five times over the past four months since April of 2023 asking for someone to come out and look at the Spa to perform warranty work per the warranty agreement. I was originally told in April that there was an open work ticket to resolve this issue by Pacific Pools but still no one has come out to look at the Spa. While I appreciate that Baumann Pool and Spa was actively working with Bullfrog to have them resolve this warranty issue, they have been unsuccessful in getting Bullfrog to come out and look at the spa.
Although Bullfrog has been in contact with me more regularly about this issue, they still have not contacted me with a plan to come look at the spa and perform repairs per the warranty agreement. The last time I was in contact with Bullfrog they said they would have a plan Friday 8/18 for someone to come and look at the spa and perform repairs.
While I am grateful that they have increased their level of contact and hopeful that they sincerely intent to send someone out. I am not satisfied and do not accept this response as no action has been taken for four months. They have yet to inform me who is coming and when. They have not sent someone to look at the spa let alone repair it. The spa that I purchased for $11,000 is unuseable.
I would be grateful if Bullfrog could send someone out to repair the spa promptly.
Sincerely,
**** *****Business Response
Date: 08/30/2023
We were able to find a dealership which will service the spa. A service appointment is scheduled for 9/5/2023.
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