ComplaintsforThe Spa Depot Inc

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In brief, I purchased recently online a hot tub, electric heating unit and control pad from the spa depot. During the installation of this heater, I was supported by the technical staff of spa depot after attempting to troubleshoot the problem for the full day the spa Depot tech-support person ****** acknowledge that this was a defective item and that he would issue a return label.It appears, however, that he is not going to issue a refund or a credit, but once is treated as a warranty issue by the manufacturer Hydroquip. This is not a warranty issue. It was a defective item, and it should be refunded by the seller which is spot depot. The value of this item is approximately $368. Theres no question that the item is defective is not being returned because I changed my mind were use the item. It could not be installed successfully a day and a half of my labor was wasted installing this, and then removing it and returning it . Spa depots customer service person is also the tech-support person. It is clear that under federal law and state law in **********. I am a total to a refund because this is a defective item. I do not want it to be refurbished at the factory, I simply asking him for a refund or a credit to purchase another electric heater from them.

  

  Business response

  02/15/2023

  ************** purchased a spa pack on 2/1/23 and this pack was delivered on 2/4/23. The Spa Depot was notified that this spa pack was not working as it was supposed to. The Spa Depot technical staff worked with ************** to try to get the spa pack working. We were unable to get this spa pack to work as it should.
  
  On Friday 2/10/23 it was determined that the spa pack needed to be sent back to the manufacturer for testing. A return shipping label was issued for the return of the item to the manufacturer on Monday 2/13/23 for ************* to return this item for warranty testing. This item will be tested at the manufacturer to determine what the issue was, repaired, and sent back to *************.
  
  Our return policy is clearly laid out on our website. *******************************************************************
  Returns &Exchanges
  If you need to return an eligible item, you must provide proof-of-purchase and obtain a Return Merchandise Authorization (RMA) number.
  Non-Returnable Items:
  Spas
  Spa Covers & Spa Cover Lifters
  Umbrellas
  Heaters, Spa Packs, Controls, Circuit Boards, Electrical Parts
  Spa Pumps
  Special Order Items
  Non-returnable items may be covered by the Manufacturer's warranty.
  We are following the policy that is laid out on our website. ************** is aware of this policy, and has been given the link for our returns and warranty process. Tell us why here...

  Customer response

  02/15/2023

   
  Complaint: 19405689
  
  I am rejecting this response because: this item was defective and never could be installed despite a full day of tech support,Imwas sold A defective item ,this is not a warranty issue since the item was never functional,Under consumer protection legislation I am entitled to a refund of this defective item.

  Also the ozonizer and the control panel that were part of this purchase are of no use to me now and should be refunded

   

  Spa Depot should deal with the manufacturer with regard to their reimbursement,I should be made whole since I was sold a defective item..

  Spa depot  does not contest that the item was defective.they just dot want to accept responsibility as the seller 

  
  Sincerely,
  
  *******************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a spa pack from spa depot and upon troubleshooting the problem with spa depot they said my circuit board transformer was broke. Spa depot asked me to ship the product to Hydro Quip to be fixed. I received the package back from hydro quip and it still did not work. I called spa depot and then they called hydro quip and hydro quip said the product was no longer under warranty because they was a substance on the circuit board. My resolution would be to fix or give my money back on the product. It seems like spa depot does not want to take any fault but I ordered the product through them.

  

  Business response

  11/08/2022

  I am sorry that you are unhappy with the results of the warranty findings. I have attached the two photos that clearly shows that there is a substance on the board that was sprayed on the board before the board was returned for warranty review. This substance being sprayed on the board does void the warranty of the spa pack. 

  The first photo that is added shows a blown up photo of one of the photos that Mr. ******* sent. This shows that the dirt is removed from the relays due to the substance being sprayed on the board. The second two photos are photos that the manufacturer sent us to clearly show the substance sprayed on the board. 

  
  Mr. ******* is claiming that HydroQuip sprayed a substance on the board to get out of covering the warranty. HydroQuip is a reputable company that has been in business since ****, and has covered many warranty claims in the 8 years that I have worked with them. They have no reason to spray something on the board to get out of covering a warranty claim.  

  
  The spa pack was shipped back to you as the product was paid for by you, and it is your property. 
   
  If you would like to ************ spa pack the replacement would be a new circuit board. The cost of this replacement board is $249.95. As I do understand that this is frustrating I will take $100 off the cost of this board. This would make your cost for the board $149.95. Let me know if you would like to take advantage of this discounted cost to get your spa pack up and running. 

   

  Customer response

  11/09/2022

   
  Complaint: 18370776
  
  I am rejecting this response because: i just paid $140 to ship my product back to Hydro Quip. i received the product back with no response from Hydro Quip or Spa Depot until i tried to turn on my spa and it did not work. i then called spa depot to help me trouble shoot the problem. i spoke to ****** and he sent me an email on how to re-program the spa pack. this was no help to me because the breaker kept tripping like it did before i sent it back for the bad transformer. i waited to talk to a person at spa depot that i have spoken to several times that was really good at his job and helping me figure the issues that i have had since i bought the spa **** since i have bought the spa *** i have had to pay 2 different techs to come out and try to help get the spa running. if it were not for ****** at spa depot it would not be working today because when i received the product it had a bad wire that ****** was able to help me fix.

  i understand that spa depot may not be at fault for the products that someone else is warrantying but this has already cost me a lot of money. if i can get a new circuit board for $75 and still have a warranty in case of any problems i will be satisfied.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased multiple items. On three of the orders which were significant, the larger item was sent and the smaller items was left out of the box. Also I received a pump with no wires to connect it and the other pump that I ordered had been used. The wires were twisted from wire nuts being used to install this pump prior to getting to me. The company refused to pay for shipping. They insisted that I pay for shipping which is clearly their error. Additionally they failed to honor the delivery time and put it off on some other person...Their shipping company. They were full of lies and manuvering. I wanted to return all of the items based upon their customer service rep's unprofessional attitude ******. However that was going to further damage me. I will never have anything good to say about individuals who engage in fraud to scam their customers. Customers need to be aware of their tactics.

  

  Business response

  04/22/2022

  ************************* place 4 orders with us on April 14th between 1:30pm and 2:40pm. Two of these orders ****** placed herself on our website. Two of the orders ************************* called in to talk with our customer care agents for help with the orders, and to have the shipping fee waived due to her first order being over the $100 limit for free shipping. Our agents did waive the shipping fees for the separate orders.
  The pump that ************************* purchased was a **** BX4106-S2. This is a jet pump, and none of our jet pumps come with cords. This is because the plug side of the cord can be different for the different circuit boards that they plug into. The cord from the old motor us reused on the new motor. In most cases the cord on the old motor is just fine, and all hot tub supply companies sell this kind of pump without a cord. We do have the cords on our site for purchase if the cord is damaged.
  We do not sell returned items on our website as new items.When we get a return it is inspected to ensure that it is in good working order, and it is given a new **** for our website. That item is then placed on our website in the warehouse deals section. This item is also put on a different shelf from the new pumps as we have changed the **** and our scanners will not allow us to pick the used pump for a new pump.
  Our first contact with ************************* after the 4 orders were shipped was on April 20th at 4:11pm. ************************* wrote the following; Please issue a refund whereas my order has not arrived in the time promised.Thank you for your attention.******
  At that time I was unaware that ************************* had order 4 packages, and I just looked up the information for the order that she had referenced.I then sent the following reply to ************************* Thank you for contacting The SpaDepot.com. The tracking on your package says that it will be delivered on Thursday 4/21 (link for tracking removed to save space.)  
  This was shipped with free shipping which is ground shipping, and there is no guarantee of the delivery time for free shipping
  ****** Gordons reply; No,it has not been resolved. Please reply to my request for refund and you keep the items since you did not deliver as promised.******
  My reply; I am sorry this package was delivered. Here is the tracking stating that this package was delivered.There was no guarantee of a delivery time. Or shipping page on our website that you mentioned you reviewed says the following:
   
  "We use ***** and the ************** (****)for stocked items shipping from the SpaDepot.com warehouse. The map below shows the estimated delivery days (1 to 5 business days typical time in transit) for ***** ground service. **** transit times are comparable but may vary. Day 1 is the first business day after the day shipped.
  Note: Extreme shipping volumes and taxed logistics networks nationwide may delay some orders."
   
  Per our return policy on our website, spa pumps are not returnable. Here is the link to our returns page. (Link removed for space)
   
  I can work with you and accept the pump as a return, but you will be responsible for the return shipping costs. If you would like to return the items that were delivered today let me know, and I will start the return process.
  ************************* ordered two pumps from us that are listed as not returnable on our website. We made an exception to this rule as a show of good faith to *************************. Our return policy posted on our site also says; You are responsible for safe return shipping. This would mean that ************************* is responsible for the safe return of the items that were delivered.
  When ************************* placed two orders on our site she would have seen when selecting the shipping method that it said up to 7 days for delivery for free shipping. I have attached a screen shot of our site using ****** Gordons address to show exactly what she would have seen on our website.
  Currently all 4 of ****** Gordons orders have been delivered. A return authorization has been sent to ************************* for the return of the items delivered.
  ************************* also claims that all of the items that she ordered were not delivered. When our shippers get an order to ship they must scan a bar code to put the item in the shipping box.Our records show this scan for every item that ************************* ordered. The size of the box, and the weight of the box all match what every package should have been when it left our building.
  ************************* is asking for a full refund of the items that she purchased. We will refund her the full purchase price of the items we receive back in new condition. 

*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. ↩