ComplaintsforBullfrog International, LC

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  01/22/2024

  We have been in contact with the selling dealership. A resolution has been determined.

  Customer response

  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

  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 response

  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

  02/08/2024

  The replacement spa is complete awaiting dealer pick up to schedule delivery.

  Customer response

  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

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  10/25/2023

  We spoke with the selling dealer. They have a service appointment scheduled for November 1st.

  Customer response

  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 response

  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 response

  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

  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

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  08/30/2023

  We were able to find a dealership which will service the spa. A service appointment is scheduled for 9/5/2023.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I need service on my hot tub for the past several months. Have left messages with two local dealers and with factory in **** with no response. Your would think paying over $15,000 for a product that is only 5 years old you would easily be able too hey an technician.

  

  Business response

  05/24/2023

  Hi *******,

  Sorry to hear about your issue. We will have a warranty technician reach out to see what is going on with your spa. It appears you purchased the spa in OR but now live in **. Did you move to a new area after purchasing the spa? If so, we would like to make sure the local dealer is aware of your situation.

  Thanks,

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Ordered bullfrog x8 premier from *******'s of ******** and recieved tub in begining of Dec 2022 -tub had *** **** every time I use it over 30 mins -contacted ******** service **** and they sent out a guy to look at filters and a few hoses and nothing was fixed -they come out once again and say they need to replace the electronic box to ******* **** -in the meantime the tub starts to leak, they come out again saying they need a tub lift and at the same time will replace electronic box -they eventually came out and replaced two suction fittings that were cracked and they also told me they replaced the electronic box before they started with tub lift -after 24 hrs I started to refill the tub and it was leaking even more. So I stopped filling it. I also couldnt believe they replaced the electronic box in 5 mins so I looked through my camera footage and noticed they never replaced the box(tech lied to my face and pointed at box saying I just replaced it) -i called ********************************* and tried to soeak to manager **** and he was impossible to get ahold of so they said they will send out a tech again for another tub lift. -I told them the last tech is not welcome at my house because he lied to my face and I need a different tech -they send out a diff tech and he was nice, he did a tub lift and replaced all 4 suctions fittings on the bottom just to be sure and also replaced the electronic box - the tub didnt leak and throw *** ****s for ********************************************** April 24th - I called ******'s once again and the nice tech came out and said the bottom suction fittings is leaking again after 40 days. - How is all this possible on a brand new tub that was built in November of 2022 and all these leaking issues?? How frustrating is it to do many tub lifts after 4 months of owning it? How many should I so more untill it is returned or replaced with new tub??

  

  Business response

  05/09/2023

  Sorry to hear about your issue. A replacement spa has been entered. Please work with your local dealer on the details.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered products from this website on Jan 15, 2023 order #******. I never received the chemicals, I received an email on Jan 16, 2023 stating the items were shipped and ***** tracking said its not. I have called several times and left several messages, but no reply or call backs. I have never received any clarification on my order. Can't reach a person to actually to talk to about the issue to resolve.

  

  Business response

  02/02/2023

  We contacted the customer and found this package had been lost. We are reshipping the item.

  Customer response

  02/02/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered products from this website order #******.I never received the chemicals, instead the shipping information said it was send to **.Sent an email to bullfrog customer service, never received any clarification. I called the number listed and no response, since her "mailbox is full"I want the products I ordered sent to my house, or a I want a refund NOW!

  

  Business response

  01/12/2023

  Spoke with the customer and found an error in the ship to address. Resending order as requested. Sorry for the inconvenience.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On September 9,2022 I contacted Bullfrog because my spa (less than 2 years old) was not working. They said to contact Aqua Rec in ****** for repairs. I called Aqua Rec the same day (and many times since) and they have come out 4 times and replaced the control panel and whole computer system without any success. I have reached back out to Bullfrog for resolution since the spa is still under warranty. They do not return my voice messages. At this point my husband and I do not believe the spa will ever work properly again and would like a new one. A repair that should have taken 5-6 weeks is now over 3 months. Now we are told that no one can come out again until January 2nd. We are tired of the "run around" and would like you to advocate for us to get a replacement spa.

  

  Business response

  12/27/2022

  Dealer scheduled appointment for a service call last Thursday. Last communication from customer stated, "Spa is working great now - no need to come out today"

  Customer response

  12/27/2022

   
  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.
  
  Sincerely,
  
  *********************

*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. ↩