Complaints

The 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:02/03/2025

  Type:Service or Repair Issues
  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 hot tub cover from spa depo. The cover arrived last week. The over dose not lay flat or seal. There is a 2 inch gap on one side leaving the hot tub hanging open. I flipped it upside down and the found the cover fit flat. I contacted customer service about the issue and was told I had to install the strap hot to keep it closed. Even with the kit there is upward pressure causing the tub to not seal. Spa depo refused to refund me because it's there policy. Im disappointed that it was manufactured incorrectly and will not work. Now I'm stuck with it sitting in my garage. They keep making excuses of why it's not closing. They lied to me and told me that they have never seen this. I looked on their web site and found another customer had the same issues a couple years ago.

  

  Business Response

  Date: 02/04/2025

  Mr. ******* ordered a spa cover from us on 12/30/2024. We received an email from *** ******* on 1/30/2025 after delivery stating the following. I received my hot tub cover today and its not built right. It doesn't lay flat and the stitching already looks like it's coming apart. It's stretched to tight. I had high hope for the new cover and I am very disappointed. 
  The next morning on 1/31/2025 we received this email from **************** like they put the foam in upside down. Lays how it should upside down. Had to put the old cover back on.
  Our representative asked for photos of the issue, and once we received them later on the 31st we responded to Mr. ******* with the following. Thank you for getting back to me.  Was the issue that one side of the cover lifted off of the spa shell when the cover was placed bottom side down?  This is typical as we make the steam blockers on the thick side.  As the cover is strapped down to the spa, the steam blockers will compress and provide a tight fit to prevent heat loss.
  
  Based on the photos, I don't believe that the cores were inserted upside down.
  The issue that Mr. ******* is having with the cover is the cover needs time to break in by using the straps on the cover to hold the cover down. There is a pillow between the two halves of the cover to fill the void between them when the cover is closed. That pillow is stuffed with material. When it is new it will take some break-in time for the pillow to settle into place for the cover to lay flat. Mr. ******* does not want to strap down the cover to aid in this break-in period. This is not a manufacturer's defect. This is a quality cover made with enough filling to properly seal the cover when it is closed on the tub. 
  The two halves of the cover are sloped to allow water to run off during a rain storm much like a roof. Mr. ******* put the cover on the tub upside down and the cover laid flat. The reason the cover laid flat was not because the foam was put in upside down, but because then the cover is upside down the two halves of the cover opened to allow room for the pillow. When the cover is put on the tub correctly the two haves of the cover push in on the center pillow to seal. 
  This was explained to Mr. ******* many times by more than one of our representatives on the phone and in email, and Mr. ******* was not willing to strap down the cover. 
  I have attached photos to this reply to show the pillow in the center of the cover. In the photo, you can see the cover is upside down. The slope of the cover allows the pressure to be removed by opening the cover to allow more space in the center of the cover. If the top is sloped and you put it on upside down the cover has to open to make that slope flat.
  
  

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22893236
  
  I am rejecting this response because: 

  The hot tub cover was not advertised as needing to be strapped down to lay flat without a big gap. I was not properly informed that I needed to drill into my hot tub to make the cover lay flat. This is false advertising and not what I paid for. Again this should have been disclosed since they knew it was a issue. I would not of purchased the cover of it knew it wouldn't lay flat from day 1 without drilling holes in my hot tub and stretching the material that already looks like the stitching is pulling to tight.   
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/10/2025

  A spa cover is required by law to be sold with straps to be installed to prevent accidental drownings. The spa cover comes with all the parts needed to fasten the straps to the spa. They do require buckles to be screwed to the side of the spa as the straps may not be in the same position as the original cover. 
  Since the cover is required by law to be strapped to the spa this is not an issue with the manufacturing of the cover. If you strap the cover down as is required it will shape the pillow to allow the cover to lay flat. 
  
  

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22893236
  
  I am rejecting this response because:

  Your website does not show or describe having to install the straps to make the cover function and lay flat. This is false advertising. if I was informed that drilling into the hot tub to install new straps was a requirement, I would have not purchased it. Please refund me. 

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

  

  Business Response

  Date: 02/12/2025

  The terms and conditions for purchasing a spa cover that was checked that you agree state the following. "Strap & Buckle Location ********
  Customer understands and agrees that due to manufacturing variances in spa cover strap length and position, exact placement of strap buckles to their prior positions is not practical, should not be expected, and cannot be guaranteed. Customer further agrees and understands that the previous buckles should be replaced with every replacement cover, and that for these reasons, new buckles and screws are included with every new spa cover for installation in a new position as required. Customer understands that cover straps and latches are a required safety feature." 

  This is clear that new buckles will be provided and are a required safety feature. By properly using the straps the cover will lay flat, and allow the pillow in the center of the cover time to break in. 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22893236
  
  I am rejecting this response because:

  You state that (Customer further agrees and understands that the previous buckles should be replaced) this states that they should be replaced not must be replaced to allow the cover to lay flat. Again this is not saying I must strap the unit down to make it lay flat and have to drill into my hot tub. This is also very deceiving and should be stated on the website not buried in the fine print. I have been scammed by your company and want my money back for a badly manufactured product. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date:11/07/2022

  Type:Service or Repair Issues
  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 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

  Date: 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 Answer

  Date: 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,
  
  *************************