ComplaintsforPremium Spas and Billiards

• Initial Complaint

  09/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 03-16-2022, I ordered a new ******* hot tub Cover, from: Premium Spas and Billiards, 45591 Dullies Eastern Plaza, Suite 130, in Sterling, Va. 20166. ###-###-####, The owner of the company is: Charlie R****. A DBA of R**** Enterprises, Inc. His e-mail address: ******@*******.net The total price and delivery to my home was 1001.00 place on my **** credit card. The **** transaction date was 03-18-2022, according to my ****** Bank. I was told by them that the order would take approx. four months. I have e-mailed and tried to contact them for over these six months to find out what is taking so long, and they will not call me or e-mail me, or check with the ******* Corporation, in Irvine, California. ###-###-####, to find out when and where my Back order is arriving? I personally call the ******* Corp. this morning, 09-21-2022, and they said they could not find this order in their records. They also told me that ALL orders they do, whether it's for a complete hot tub, or just a Cover like my order, they all have a four week order lead time. Then and now, today. There is and was NO time delays due to the Pandemic Covid, etc.. At this time, I would like to have my money refunded back to my **** card with the last four numbers # ****. I hope they are still in business to do so. Thank You for Helping me with this problem.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  What good is a good warranty if it is not honored? My wife and I purchased a Jacuzzi hot tub a few years ago in light of several of the tub's features and Jacuzzi's five-year warranty. While significantly more expensive than many comparable competitors, we have been fairly happy with the hot tub; however, last winter it developed a leak (at the time of my call there was nearly a year remaining on the factory warranty) . On March 10th 2021 I called Sterling Premium Spas & Billiards (PS&B) from which we purchased the tub. I was referred to individuals who apparently are responsible for the service in Northern Virginia. I placed my first call to these individuals on March 12th. Shortly thereafter, an individual apparently stopped by our residence--unannounced--examined the hot tub, and claimed that he could not see any evidence of a leak. This was despite my detailed description--that the water was coming out of the front left side of the tub (facing the house) and that the evidence of the leak was not obvious considering that the tub is installed on loose pavers, which are set on top of a concrete slab. The water therefore is leaking through the pavers. Since this time, I called the service representatives over a dozen times and left may messages, essentially begging to have a representative reinspect the hot tub, even if we had to schedule the visit weeks in advance. Not one of my calls was returned. Utterly frustrated, I called Sterling PS&B several weeks and explained my situation and my great frustration with a total lack of response. The store representative referred me to the same group of unhelpful service individuals and explained that "yeah, they are pretty busy." I called PS&B store a couple weeks ago and explained my continuing frustration and that I had drafted this complaint to the Better Business Bureau, which I would submit if the situation were not rectified. This call, like all of the others, was promptly ignored.

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