Complaints

This profile includes complaints for Aqua Quip's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aqua Quip

  730 SW 34th St Renton, WA 98057-4814

• 

  Aqua Quip

  4232 196th SW Lynnwood, WA 98036

• 

  Aqua Quip

  1020 Bellevue Way NE Bellevue, WA 98004-4204

• 

  Aqua Quip

  7608 Custer Rd W Lakewood, WA 98499-8400

• 

  Aqua Quip

  34428 Pacific Hwy S Federal Way, WA 98003

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:01/20/2025

  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.

  A few years ago, I bought a Sundance Hot Tub through Aqua Quip, the only Sundance-accredited service provider in my area. On November 4, 2024, I opened a ticket for a broken lid lifter and sent pictures of the mechanism as requested. An engineer visit was scheduled weeks out but was canceled due to sickness. A second appointment was then canceled because the part needed wasnt available, leaving me wondering what would have happened if the first appointment hadnt been canceled.Aqua Quip informed me they couldnt reschedule until the part arrived. Weeks passed with no updates, so I called and was told they were still waiting for the part. Frustrated, I contacted Leisure Concepts, the part supplier, who revealed that while theyd discussed my case with Aqua Quip, no order had been placed. Multiple calls and unfulfilled promises of call-backs left me no closer to a solution.I visited Aqua Quips Issaquah store, where staff confirmed the part was now ordered and expected by December 27. That date passed with no follow-up. In early January, I visited the store again, learned the part had arrived, and finally received a text for a January 14 appointment.On January 14, I was informed the engineer was sick again, and the earliest rescheduled appointment was January 24three months after my original request. I even asked the showroom to let me pick up the part to attempt a DIY fix, but a week later, I still havent heard back. The issue remains unresolved.

  Business Response

  Date: 02/04/2025

  Hi,

  There were some unfortunate delays and reschedules. Then to compound matters, we unfortunately had the incorrect parts at the last appointment and had to reorder them. We worked with the manufacturer to get the correct parts and they're being expedited to our warehouse and should arrive by 2/5 at the latest. 

  I called and spoke with ***** yesterday to give him an update. We talked through the process, and gave him an estimated time to do the repair by next week at the latest. He was fine with that. I told him I'd send him text message updates as well since he'll be out of town on vacation. He gave us permission to have the subcontractor (Spa Go) on the property to do the repairs. 

  I apologize sincerely for the ongoing delays and lack of responses. It is disappointing and I understand where ***** is frustrated.

  Regards,

  ***** **********

  Sales Manager 

• Initial Complaint

  Date:01/26/2024

  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.

  We purchased a stove in December 2023 and spent over $5,000. They told us the day they would come out when the contractor showed up to install they were missing the leg bolts. We called the **** store to see what they could do to make it right and get us the bolts to complete the install so we did not have a fire place sitting in pieces in our living room. They said they would call us back, we called 4 separate times and not once did they return our call. We finally talked to the manager and he was extremely rude saying "what's the big deal you only have to wait a few days" and we were going into a few days of 14 degree weather so it was a big deal. We were told the bolts would arrive the following Monday and here we are Thursday and no bolts. I called the installer who told me the bolts were never ordered and they are on a two week back order! So now we have a stove in pieces sitting in our living room and a hole in our roof! Unacceptable and they are doing nothing about it. We are NEVER doing business with them again.

  Business Response

  Date: 01/26/2024

  We were scheduled to install this stove in an out-building for this customer on January 9th whereupon our installer discovered that the unit was shipped from the manufacturer without the leg bolts needed to attach the legs to the body of the stove. Our installer completed the rest of the necessary installation including finishing the venting and installing the thimble through the roof - never was a hole left in the roof, that is false - and ordered the required bolts from the manufacturer that day. The assertion that the bolts were never ordered is false. The ******************************* Day holiday and intervening ice-storm in ******** caused a delay in the bolts getting to us. Upon receiving the bolts our installer contacted the customer to arrange installation of the legs whereupon he was instructed by the customer that they had done it themselves and that they did not want us to return, so as far as we are concerned the transaction is complete. The assertion that our staff and/or management was incommunicative and "extremely rude" is a matter of opinion, one which Aqua Quip does not share.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  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.

  I purchased a new hot tub that was delivered 12/15/2020. After the purchase, I had to have a repairman come out and under warranty, he replaced a thermostat that wasn't working. In May 2023, I called to report the hot tub had developed a slow leak. On June 9th they responded with an appointment for July 24 On June 13th, I reached out and told them that the hot tub just shut down and would trip the breaker if you tried to turn it back on, so I could no longer us the hot tub and would like an earlier appointment. I called again on July 3rd since I wasn't getting any response and they agreed to send someone out on July 5th. He quickly diagnosed the issue and said the heater would need to be replaced. He was done in less than 15 minutes.I've been following up with Aqua Quip since I still don't have the hot tub repaired. They are saying the parts are still on order.The hot tub is currently under warranty, but the warranty seems pretty worthless since I can't get it repaired and we are almost at two months since I reported that hot tub is broken.I'm wondering if they should just come and replace the hot tub with a new one, with a new warranty, since they can't seem to fix this one. I expected to have a hot tub that worked for many years without issues, not two issues that required replacement parts in less than 2.5 years. I am also feeling like the warranty is ticking away but I don't have a hot tub to use, so think the warranty should be completely re-set.Please let me know if you need any additional information.I called Aqua Quip again and said it was a bigger issue.

  Customer Answer

  Date: 07/25/2023

  I got a call today from Aqua Quip and they have now scheduled the repair for Friday 7/28. 

  I will let you know if it gets fixed.  I will still be asking for an extension of the warranty since I haven't been able to use the hot tub for 2 months...

  thank you for your help.  I don't think it is a coincidence that they contacted me today and that the parts are now in, I think you helped.  thanks again!
  

  Business Response

  Date: 07/27/2023

  Hello,

  The customer's account of what happened is accurate regarding the timeframe. Sadly it took us a while to get her scheduled up due to the high number of service requests coming in this time of year from a seasonal influx of business we experience on an annual basis. We did move her up the schedule the first time in early July after her request.

  We apologize for the delay in getting the parts for your spa repair. Unfortunately we are at the mercy of the manufacturer and supply chain issues. 

  The parts did arrive on Monday and we have contacted the customer for immediate repair which is now scheduled for tomorrow (7/27). 

  Thank you,

  *******************************

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20368023
  
  I am rejecting this response because:  Yes, the day after reporting this issue to the BBB, Aqua Quip finally did schedule my appointment for today.  What I would still like to see is an extension of my warranty and/or compensation for a 2 month delay in providing warranty work.

  I replaced my old hot tub and expected to get many years of use out of my new hot tub, but not being able to soak my soar muscles in the hot tub for two months after doing a lot of yardwork and other activities is very frustrating.  I'm even more concerned about what else might go wrong with the hot tub since this is the second issue with my new hot tub and to have the warranty ticking while I wait for Aqua Quip to find time to provide warranty work doesn't seem fair.

  I'm happy to finally have to work being done, but I think there is still a need to address the length of time it took to do the warranty work.

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

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20368023
  
  I am rejecting this response because:  Yes, the day after reporting this issue to the BBB, Aqua Quip finally did schedule my appointment for today.  What I would still like to see is an extension of my warranty and/or compensation for a 2 month delay in providing warranty work.

  I replaced my old hot tub and expected to get many years of use out of my new hot tub, but not being able to soak my soar muscles in the hot tub for two months after doing a lot of yardwork and other activities is very frustrating.  I'm even more concerned about what else might go wrong with the hot tub since this is the second issue with my new hot tub and to have the warranty ticking while I wait for Aqua Quip to find time to provide warranty work doesn't seem fair.

  I'm happy to finally have to work being done, but I think there is still a need to address the length of time it took to do the warranty work.

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

  Business Response

  Date: 08/17/2023

  Hi *****,

  After reviewing your concerns regarding the spa being down for two months while you waited for service, and desire for the warranty to be extended for this time period as compensation, Aqua Quip will now extend your manufacturer's warranty for an additional two months. 

  Your spa's manufacturer's warranty will now expire on 2/16/26 (original expiration date 12/16/25).

  We do apologize for any inconvenience and delays in addressing your service needs but look forward to taking care of you in the future. 

  Regards,

  *******************************

  Customer Answer

  Date: 08/18/2023

   
  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.

  I'm still disappointed that it took going to the BBB to get this resolved, but I totally appreciate having the BBB's help.  Aqua Quip met my request to extend the warranty for 2 months, but this is the minimal expectation and I'm disappointed that I had to fight to get warranty work covered and that it isn't a priority from Aqua Quip.  I mention this for other potential customers who are comparing hot tub companies, so they are aware when making their evaluations.

  Thank you for helping out and thank you Aqua Quip for finally repairing the hot tub so I can enjoy using it again.

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

• Initial Complaint

  Date:02/21/2023

  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.

  This review is both for the product that I purchased: Jacuzzi J-275 and for Aquaquip's service timelines. I purchased this particular model of the hot tub from Aquaquip ******** in Oct 2020. While I had limited issues with this hot tub in the first year, I started to have some major issues from the second year. In March 2022, the hot tub stopped working all of a sudden. Aquaquip could only schedule an initial visit to diagnose the problem by late April 2022. On diagnosis, it was found that the heater had malfunctioned, thus in the process also destroying the breaker (for which I had to pay out of pocket). Then, Aquaquip took another 2 months to secure the heater and schedule a visit and my hottub was usable only by the end of June. Thus in this entire process, I could not use the hot tub for 4 months! Moving forward, I never used the hottub in summer months since it was too late by the time the hottub was repaired. Fast forward to December 2022, the hot tub malfunctioned again. This time, on repeated requests to expedite, Aquaquip has scheduled my appointment for Feb 13th (again, a 1.5 months lead time to schedule a service request). And I am hoping that the issue is rectified on the 13th, else it could easily be another 2 months before the issue gets resolved. Overall, between the issues with the Jacuzzi J-275 model and the long lead times for Aquaquip to schedule a service visit, it has been a super frustrating experience.Update (Feb 20th) - Aquaquip first cancelled my appointment on Feb 13th and then rescheduled me for Feb 17th. The technician came on the 20th, claimed to have fixed the issue on the 17th and left saying the hot tub will be up to its operating temperature in a day. Unfortunately the issue was not fixed and the hot tub is still not heating up. And as per Aquaqip customer service, I will again be put back into the que for scheduling!I AM LOOKING FOR 1) AQUAQIP TO FINISH THIS JOB 2) COMPENSATE ME FOR NOT BEING ABLE TO USE THE HOT TUB DUE TO A DELAYS IN COMPLETING SERVICE REQUESTS

  Business Response

  Date: 02/22/2023

  Having sold Jacuzzi spas for over 30 years Aqua Quip is confident in the quality of the product we sell - unfortunately, parts can and sometimes do fail as is the case with this particular spa. This is where support from Jacuzzi and our service team come in and though it's uncommon for a repeated part failure, in this case a heater, it certainly can and will be fixed. Regrettably, our service timelines have been less than ideal - though getting better all the time, our industry is still experiencing the reverberations from the pandemic in the form of parts availability and staff-to-workload ratio. We certainly understand and share in the frustrations when service gets drawn out like this. The good news is that we are scheduled to return this week on the 24th with our most experienced field technician and we feel especially confident the heating issue will be resolved at this time.

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19442474
  
  I am rejecting this response because: 1) the response does not address my request to compensate me for my inability to use the hot tub for an extended period 2) I have also had an issue with the hot tub (in June 2021) prior to the current issue. Across the two years, I have not seen any improvement in their service lead times as the response claims 3) I still have no guarantees that the issue will be resolved on the 24th. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/11/2022

  Type:Service or Repair Issues
  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 hottub the hottub came incomplete we did not receive the cover or the lift that was supposed to be with it and the hottub was damaged the panel was scratched and the corner of the hottub was damaged the financing company has told me not to sign for the unit until it is complete But now they are telling me they will have to run my credit again if I don't sign by the 15th the cover they sent is continuously be blown off of the hottub they have done nothing for the actual damage of the tub they are saying they can replace the panel but have not mentioned the dent yet I am going to have to pay full price for a unit that was supposed to be brand new I am very frustrated with this situation have spoken to multiple people from the company and none of them can tell me anything so now sense the top has blown off one of the jets seems to not work and it is a hassle to continuously have to go and recover it everytime the top blows off at this point with damage to the unit that they have known about sense the day they delivered it and the fact that we were not told that it would not be complete when it was delivered has been such an inconvenience and hassle that it has made us no longer want the item from this company we could go anywhere and get one at this and it would be a better experience I am sure.

  Business Response

  Date: 11/28/2022

  All of the parts needed have now arrived and we are activley scheduling the repair with the customer.  We have been in contact with him, including today.

  Customer Answer

  Date: 11/28/2022

  Complaint: 18393463

  
  

  I am rejecting this response because:

  They have still not discusswhat they are going do about the actual damage to the hottub the hottub was supposed to be new but it was in used condition and had visible damage that their technician said he was not able to fix and the inside of the tub was scratched up I don't have a problem paying for something but it should be in the condition I expect I should not have to settle maybe I will seek legal advice. 

  Sincerely,

  
  

  *************************

  Business Response

  Date: 01/14/2023

  Per the customer request, this hot tub has been picked up and returned.

  Customer Answer

  Date: 01/24/2023

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

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  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 hot tub from Aqua Quip. We had not signed off on the financing as they wanted us to state the hot tub had no issues. After daily emails from the finance company, a text and subsequent phone call from **** at the store assuring me if there were any issues they would make it right I signed off. Once we were able to fill the tub it leaked on day 6 losing all of its water. We have since fought daily to get someone out to look at the tub! We have waited over a week they came out stating they would have to come back after we filled it! Also the power was off in the garage and they stated it needed to be on or assessable. Keep in mind it drains in under 12 hours of filling. We had to wait 4 more days for them to come back filling the tub twice and finally leaving the hose on to maintain water. The service technician was at our house 10 minutes and left with no repairs being done. I asked for a call back when he was done at the house to let me know what was going on and no call was received! I have left text messages with no response! I have been calling now for two weeks asking for a manager regional or owner of the company to call me to no avail! **** sales person that assured me that they would make things right if I had any issues with my tub actually berated me for calling them daily trying to get action! I have sent messages to the finance company to no avail as well! At this point I would just like my money back and go elsewhere!

  Business Response

  Date: 09/26/2022

  The leak in this hot tub coming from factory is very regrettable.  It is leaking in a location that is unrealistic to fix.  A replacement hot tub has been ordered and will be swapped at no expense to the customer.  We have also agreed to issue a credit per the customers request.

  Customer Answer

  Date: 09/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not what I would have hoped for but after trying to purchase a different hot tub from other stores  and being told there would be a three month wait at one store and a six month wait at another store I feel this is my only option to get a hot tub in the near future.   I was told four to six weeks for delivery.   The store credit I received was minimal for someone paying on a hot tub for two months without the tub.   It came down to the lesser of the bad deals.   It doesnt change how poorly the store treated me and the fact they wouldnt return calls for two weeks.   I have agreed to deal with ********************* only.   He also promised the new tub will be delivered at 10:00 am and I will not be expected to wait on a delivery for four hours like before.  
  

  None of this changes the fact I bought a hot tub for medical issues that cause extreme pain and I am still without a hot tub but making payments on a hot tub.

  Sincerely,
  
  *************************:

   

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  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.

  In December 2020 I purchased for over $16,000 a Sundance Series 880 Optima Hot Tub from Aqua Quip and have had nothing but issues and faulty parts since then. The first issue is the delivery people were very unprofessional and dropped the hot tub on its side and cracked a part of the shell. Aqua Quip said they would fix it and that would resolve the issue for good. Which was fine with me at the time. But after the initial fix, about six months later, the crack reappeared and I had to call again, and another contractor came out to patch it up. Guess what? Its back again. In February ****************************************************************************************************************************** July, their regional manager *************************** agreed initially to replace it but must contact ******* first. This week I received his email that AquaQuip submitted to ******* but unfortunately, they have denied the request for a new spa. I never understood why he needed to get approval from ******* since the damage was caused by AquaQuip? This isnt a warranty issue, so I expect it to be replaced by the company that sold it to me.Second is the thermostat failed twice and makes the water currently too hot, so we must set temperature no higher than 95 degrees which is 103 degrees. AquaQuip fixed it once, but it failed again. Also, a couple lights are not displaying the correct colors and the waterfall feature isnt flowing correctly.Because of all these issues Im experiencing above, I lost trust in this product, and it is not what I would expect when I purchase a very expensive hot tub. In my opinion, AquaQuip failed to deliver a flawless product as promised and sold, couldnt fix it, and now must make it right by replacing it with the same or similar product!

  Business Response

  Date: 09/26/2022

  We have agreed to replace the hot tub per the customers request.  A new hot tub is on order and will be delivered once it arrives.

  Customer Answer

  Date: 09/26/2022

   
  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,
  
  *********************************

• Initial Complaint

  Date:09/15/2022

  Type:Sales and Advertising 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.

  Our experience with Aqua Quip has sadly been profoundly disappointing. We purchased a Hydropool swim spa in the spring of 2022. We were impressed with the friendly, knowledgeable staff, and beautifully displayed showroom. We were very excited about our purchase.We were contacted by their affiliate Spa Go and given a delivery date/time of June 10th at 11 am. On June 10th, Spa Go contacted us to "schedule the delivery". We indicated that it had already been scheduled for that very day and was expected within the hour. They said that we must have misunderstood, they weren't delivering that day. After an email string with our salesperson, it was determined that the crane was broken and they would contact us in 1-2 weeks to arrange delivery. Spa Go never followed up to schedule delivery, instead simply showing up at our house one morning with the spa and crane. Fortunately we were home to take delivery as we were leaving town for a funeral the following day. Had they chosen a different day, there likely would have been no one there to receive the spa.Once we filled the spa, we found that water was leaking from the main pipe, which had apparently been damaged at some point during the delivery. We filed a service request. The guy came out about 10 days later and said he would order parts - 1-2 weeks. That was 6+ weeks ago. No part yet. Not sure when it will be delivered. The service manager will not return our calls. The store manager tells us to talk to service. Service guy tells us to talk to our salesperson. No one wants to accept responsibility. In the meantime, we've been paying for months on a spa that we have never been able to use. We planned our entire summer around this spa with family and friends and have had to cancel all of those plans. Purchasing the spa was the easy part. Everything after the purchase has been a big disappointment and the service abysmal.

  Business Response

  Date: 09/26/2022

  This experience is extremely regrettable. A product issue coming from the manufacturer is very frustrating and having to wait for parts is even more so.  We absolutely could have should have done a better job communicating.  At this point, the repair has been made and a representative has reached out to the customer to ensure they are happy with the repair.

• Initial Complaint

  Date:05/19/2022

  Type:Service or Repair Issues
  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.

  I purchased a Sundance Series 880 Hot Tub from Aqua Quip and have had nothing but issues and faulty parts since I bought it. The first issue is the delivery people dropped the tub on it's corner and chipped a part of the siding. Aqua Quip said they would replace it and never have. Second was a leaky dump valve which i was able to fix. Then the control panel failed. I called on it and they insisted I pay for travel to have it fixed. They sent me the part and I had to repair it. Now I have a "Open Flow Switch" and the heater has turned off. I have tried to fix but have not had any luck. When I call the store for assistance I get no reply from their voicemail system. This tub has never worked correctly and I'm guessing they know this so they ignore my calls.

  Business Response

  Date: 05/20/2022

  We called and spoke with ****. He's had the spa for a few months and did have an initial issue with the control panel that was resolved - the customer was willing to replace the part (he's out in ****** which is outside of our service zone so  there's a travel charge applied). He replaced the control panel via our virtual service appointment. Unfortunately now it's having an issue with a flow sensor. 

  We spoke to him about setting up another virtual appointment asap to address the flow switch error code. A work order is in place and it will be scheduled right away. 

  The broken corner panel was addressed at the time of delivery and ordered. It appears to have been back ordered but we'll track it down and get it delivered as soon as it arrives. 

  Thank you for your patience. 

  Customer Answer

  Date: 05/23/2022

   
  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. They have been helpful once I got a returned call.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/18/2022

  Type:Service or Repair Issues
  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 ordered a Hydropool 16EX Swim Spa June 2021, and the delivery date was supposed to be in Dec 2021. December came and went, and we had to ping the retailer for an updated date. Jan 2022 came and went, and understanding the hold up due to COVID, we didn't do much beyond asking for updates. We finally were told the swim spa was at the warehouse for delivery, and then silent again. We finally had it delivered in early April 2022. Right from the beginning, there were issues. The install was done incorrectly, so the pool wouldn't heat up, which ****, a sales manager called us through the fix. Next, the pumps clanked loudly above 4 MPH, so follow up services was needed. A service person came 5/6, and left without fixing it. We called for another appt. Our 5/10 appt was then canceled day of, which required us to drain half the swim spa (about ****+ gallons, and below the pumps). Service came 5/13 to fix the pump. Refilled it Saturday morning, only to discover that the fix resulted in a leak. We lost another ****+ gallons by the end of the day. No emergency service available, so we shut down it down and let it leak. In four weeks, we've wasted ****+ gallons of water, spent hours chasing support follow-**** etc. After calling and escalating through multiple service managers and sales managers, two techs who came out had no idea what to do on 5/17. They wanted to try splicing hose and other things apart and re-glue, and my husband stopped them because the hose wasn't leaking so why splice it. One tech went out to call Hydropool "to order a new pump", and they both left without updating to us. We went back to calling the sales and service managers to figure out what was going on -- the sale manager said that he has to dig into the situation, and said if a new unit needs to be ordered, then it'll need to be overnighted and another service appointment scheduled. As of 7:30PM, 5/18, no updates, no functioning swim spa. (Swim Spa: $53,011.49, Water loss: $500, Crane: $1200).

  Business Response

  Date: 06/01/2022

  There is no doubt that supply chain delays are frustrating, and that is compounded by poor communication on our part and labor shortages.  At this time, the faulty part has been supplied and the work order is complete.  

  Customer Answer

  Date: 06/01/2022

   
  Complaint: 17220125
  
  I am rejecting this response because: We incurred costs due to the failure to properly fix the swim spa resulting in unnecessary consumption of water and electricity. We would like either a credit for supplies or a reimbursement for these costs ($93.92). As a result of damages from the attempted repair, approximately **** gallons of water was lost, and an additional 700KWh of electricity was needed to reheat the pool for a second then third time (second after the faulty repair of the jets, which resulted in a lead; a third time after we successfully completed the fix ourselves while the swim spa is still under warranty). We were able to fix the pool ourselves based on directions from Hydropool and from another retailer/service company outside of **************** in order to avoid additional damages; the fix provided by both were the same and not what Aquaquip planned or explained to us. Furthermore, as of 5/31/22, Aquaquip provided a text update that the part is still on order.

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

  Business Response

  Date: 06/11/2022

  Our VP of Sales had a conversation with ************** and we have agreed upon an amount to refund for the service experience.  That refund has been processed.

  Customer Answer

  Date: 06/17/2022

   
  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,
  
  *******************