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:22/06/2023

  Type:Product 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 soft tub in ****** 2020, the pump on our hot tub was not heating properly 6 months later and we had that fixed by the company, since we got the new one the controls have never worked correctly. We started to notice the liner of the tub had wrinkles in the bottom that no matter what we tried we were unable to smooth out. We moved the tub in our yard to a new spot and contacted the company about this. We were advised that unless we purchased our chemicals from them they would not honour warranty on the tub. A copy of the warranty we signed was received and no where did it say we were bound to purchasing only from Soft tub *******, but rather that we only used a chemical that was chlorine free and had sodium dihydrate. Due to us living very far out of the city and from the store we purchased a product on amazon that had this. A picture was sent to the company of the product we were using that met guidelines but they however would not acknowledge this. An illogical explanation of their tub in the store had no wear or fading on the lid and had been in their for years was what we received, we advised that was not even a comparable as our tub has been outside used by people and the chemicals were always balanced as we have had a hot tub prior with no issues, and that if we had ours indoors in heated place with no one going in it then that would be comparable. The fading on the lid is from element exposure like sun, rain etc.Three emails were exchanged with no response to the last one other than just the manufacturer will not replace it, we had asked how many other times this has happened as this could not be the first but received no response.At no time was even a part resolution offered of even half off of a new tub as our liner is not usable, which honestly we would have accepted all we got was a no and then no response not even an offer to come look at it. We still have to bring in our pump for another repair to see if it's still on warranty.

  Business Response

  Date: 24/06/2023

  You purchased your Softub is 2020 and had some *** issues early on which we replaced the *** with a brand new one. As for the controls not working properly since you got the new *** we had not been informed of this issue and if we were we would have advised you to bring it in. When we were on the phone and you explained your liner issues,I asked you what chemicals you use in your Softub, your response was Softub ******* chemicals not realizing i have a file showing me you have never purchased any of our chemicals. I asked you to send me pictures of your Softub and your chemicals. Not once did I state that you had to use Softub ******* chemicals, I needed to know what chemicals you used to send the info to ************* to get their approval for warranty. In the photos you shared with us there were a few things showing us signs of Chemical damage 1)  the Suctions screens would be faded, 2) along with all the jets too,  3)the underside of your lid will have little bumps all over it kind of like sand paper and 4)wrinkles in a Softub especially going up the sides of the Softub are all signs of improper chemicals balance either over chemical treating your Softub or not balancing the ** levels on a regular basis. You have stated you had a hard tub previously and you know how to treat your hot tub. First off Hard hot tubs dont have a liner, a liner which requires different chemical steps to maintain the Softub. As for your chemicals being bought off amazon and we not responding to your email, I didnt think there was anything need to be said you sent me the pictures along with asking me to re ask ************* to investigate this I forward your chemicals and photos and they advised it wouldnt be covered. When we were on the phone, I explained what the cost for a new liner would be. As for your current issues with your Softub *** you can bring it in, and it will be covered under warranty with a deductible. Thanks 

  Customer Answer

  Date: 26/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
    The response from the company advising that our Suctions screens would be faded, 2) along with all the jets too, 3)the underside of your lid will have little bumps all over it kind of like sand paper and 4) wrinkles in a Softub especially going up the sides of the Softub are all signs of improper chemicals balance either over chemical treating your Softub or not balancing the ** levels on a regular basis. 
  Neither of these items are faded and our lid is smooth no bumps. My last email to this company was ignored, we have sagging on the sides but wrinkles are only on the bottom. 
  This company has stated its stance and unfortunately with no resolve.  We will be unable to sell this product and have learned a valuable *******  Its not a product we will recommend and sadly not a company that stands behind their product. We will hopefully get the controls fixed again we were unaware there is a deductible for that. 

   

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

  Business Response

  Date: 29/06/2023

  Hello: The pictures that were sent in show wrinkles on both the bottom and sides. If Softub's are maintained with proper chemical and maintenance we stand behind our product. Thank You

  Customer Answer

  Date: 29/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  This is a final statement, this company clearly does not stand behind the product, its sad this our story with them and theyre fine with that when we supported them during CoVID. Definitely not a product we will recommend for multiple reasons. 
  Sincerely,
  
  ***************************