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:19/08/2024

  Type:Product 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.

  • Date of transaction: July *, 2023
  • The amount of money you paid in the business: $***
  • What business committed to provide you: Refused to refund the deposits
  • What the nature of the disputes is: Refund of deposit
  • Whether or not the business has tried to resolve the problem:
  - The Salesperson ignore my email and my phone call.
  
  
  July *, 2023, I went to World Spa to get information regarding purchase of a hot tub. The promo at that time was very good but I told Reid (sales officer of World Spa) that I'm not in a position to purchase since I have a pending loan application with Government of Alberta Canada Greener Homes Loan for my solar panels.
  Reid Smith convince me that if I put a deposit of $*** so I will be able to secure the promo and we can just indicate in the sales agreement that the purchase of the hot tub will be subject to the approval of my Greener Homes Loan being Granted. Unfortunately, my Canada Greener Homes Loan application has been denied and despite numerous attempts to communicate with Reid regarding the return of my deposit. I have not heard from him since Aug ** via Email & Call last Aug **, 2024.
  
  Please see attached documents:
  - Sales agreement
  - $ *** Deposits
  - Canada Greener Homes Loan Declined letter
  - Letter to notify cancellation
  - Screen shot text messages with the sale person ***** ****** 

• Initial Complaint

  Date:13/06/2023

  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.

  On May 20, 2023, we attended World of Spa's (Edmonton) with the intent of purchasing a hot tub. We spoke to the sales rep (*****) and provided him photographs of an old hot tub we were seeking to replace. We asked if the old hot tub could be removed from our deck, and a new hot tub installed. ***** assured us this wouldn't be an issue and explained how the old tub would be removed, and the new hot tub installed. We agreed upon a hot tub, and provided a $5000.00 deposit. Upon providing the deposit we were issued a pamphlet on the requirements for installation. On June 7, 2023, the delivery crew attended and advised they were not aware the old hot tub was being removed, and further were not prepared to complete this. The crew asked if the hot tub could be unloaded and installation provided at a separate date. As the requirement would be to pay the remaining balance prior to unloading without a new scheduled date for installation, or any further details from ***** we opted not to have the hot tub unloaded. While trying to reschedule the delivery ***** advised that the joists which maintain our decks structural integrity would need to be removed. A contractor was consulted who advised this would drastically affect the deck. Further in conversation with ***** the question was asked if it was a bad idea to install a hot tub in a deck to which he stated yes it is, and recommended building a second deck beside our current to facilitate the install. ***** also now stated that if maintenance or warranty work was required the hot tub would have to be removed at our cost. At NO time were any of these concerns raised by ***** while reviewing photographs of our currently installed hot tub. Prior to providing the deposit ***** stated the removal and install would not be a problem and the hot tub could simply be "air bagged" out. We attempted to follow up with the owner however he has yet to provide us a remedy. Based on their non-disclosure of foreseen issues we want our refund.

  

  Business Response

  Date: 18/07/2023

  ****** is now enjoying his spa he did have some issues with his deck that we coached him through and made everything work however that being outside of our scope and skillset was handled by ******.
  After the great experience with our delivery team and hopefully a few great nights in the spa after speaking with ****** I believe he would like to remove his complaint.
  
  Please let me know if there is anything needed on my end and ****** thanks again for your business your going to love it even more when it gets colder.
  
  

  Customer Answer

  Date: 18/07/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20178735, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:01/06/2023

  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.

  We purchased our hot tub a year ago. Put a deposit down, we had to use their electrician to come and see if we’d have room on our board. It was a brand new house we hadn’t even moved into yet. Electrician said we don’t have room, called to get our deposit back and they refused, said it was non refundable. They offered us a 110V hot tub instead, said it would work just the same. Got the hot tub finally delivered and hooked up in August. The hot tub barely has any pressure. We have been calling every week now for over a year. They were supposed to be finding a solution for us from the manufacturer but everyone keeps giving us the run around. We spent $17,000 on this hot tub for it to not work. We have indicated we want a second pump added if possible or we want to return the hot tub and get refunded our full purchase. We shouldn’t have to wait over a year for a solution. Every time we have a tech come out for a service call they also don’t show up.

  

  Business Response

  Date: 17/07/2023

  Hello ****** we only did what you asked us to and went over in detail that it would limit the performance of the spa if you wanted it to work on 110v.

  We did and still do recommend getting your electrician in to make the 220v available to run the spa with two pumps.

  Once you have the power in place please feel free to reach out to us and we will get the second pump operational for you at no charge.

  Customer Answer

  Date: 18/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because we were not informed by the sales person how poorly this hot tub would perform. We were **** to and ***** into thinking a 110v hot tub would be fine. We never wanted a 110v hot tub but he refused to let us walk away from the deal and sold us this 110v because he said it would still be great. 
  

  We cannot do a 220v hot tub we do not have space on our load at our new home. We knew that before the hot tub purchase was finalized and told Riley that. We had his electrician he recommended come out and tell us that himself. 
  

  We have been asking for another solution for a year now and have been told you are waiting for an answer from Master Spas which is clearly a lie. We have been **** to and we need a proper solution.

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

  

  Business Response

  Date: 14/08/2023

  Just wanted to give you a quick update on ****** ******** he did get the proper power to operate the spa and we will be going out to make the necessary adjustments so it can run on the 220v really as it should have from the beginning.
  
  This will be a nice performance upgrade and we are sure he will enjoy the spa much more now that it has the right electrical done to run it properly.
  
  We should be calling him today to finalize a time to go out and we will be doing this at no charge as promised.
  
   
  Thank You
  Thomas
  

  
  

  Customer Answer

  Date: 17/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you have not contacted me like you said you would. I have attempted to contact you multiple times since I got this response with no callback. I have asked for Thomas and he hasn’t called me back at all.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:10/11/2022

  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.

  We purchased a brand new hottub from World Of Spas in Edmonton for $16,000 in July. It was delivered September 2nd. We noticed the tub was leaking within a couple of days after filling the tub. We called the company where they arrived a week later to drain, flip and look for the leak. They then flipped it back and we have to refill with water and chemicals.
  Mid October we noticed it was still leaking. I called the company back Oct 14th to let them know it was still leaking. They told me they would have staff come out within the next week. Nobody came.
  I have been calling and emailing since then. They blame no technicians to fix tubs but this has been going on now for a month to have this second leak fixed and when I emailed them today to inquire - they now told me I was scheduled for NEXT Friday to have a tech come out to fix. By this time, it will have been 6 weeks since the initial call for the leak to be fixed.
  I asked for a refund or compensation for not being able to use the tub this whole time and they said they do not refund ever. I feel like once they received our money, they didn't care about the follow up. We now feel they will not be able to fix this tub and we will not be able to enjoy it this winter. We have now lost all faith in this company.

  

  Business Response

  Date: 07/12/2022

  To the best of my knowledge ***s leak was looked after quite some time ago and she is enjoying her spa.
  
  Thank You
  ******
  
  
  World of Spas
  6120 99th St
  Edmonton, Alberta 
  T6E 3P2
  
  ph  780-436-7727
  www.worldofspas.com
  

  
  

  Customer Answer

  Date: 07/12/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18385906, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:21/10/2022

  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 hot tub in july from World of Spas Edmonton. The hot tub was delivered on time which is the only good thing. I was told by ******* my salesman and manager of the store that the tubs are plugged in and wet tested at the shop before delivery. My tub was hooked up and did not work. Told by the company that i must have electrical issues with my panel which was hooked up as required by manufacturer. The problem after hiring two different electricians, (not cheap). was the motherboard on the tub. They came out and switched the board. Tub still not working. Tech came out again and determined the board was not programmed for the tub. After calling manufacturer and reprogramming the tub finally turned on. Finally get to put water in, then it had a substantial leak. Called again to get this fixed after a week finally fixed the leak. Refilled tub to find out it is still leaking. I made a personal visit to the store after being promised that I would be called by the owner and things would be taken care of. Did not happen. After driving an hour to the store I got nothing but excuses from the owner ****** saying these things happen. An appointment was made then and there to fix the tub. Day before the appointment, I was called and told we cant make it. Rescheduled the appointment. That time came and went with no one showing up and no call to say we cant make it. I have spent more time and calls trying to get an answer. I do not get called back, i had to keep calling. Finally today get an appointment for another week out with the same excuses from the owner ******. I would not recommend purchasing anything from this store. I was lied to by the manager/salesman as well as the owner. This company is not trustworthy and not true to their word. I am out almost $2000 for the electricians and extra water hauling that I require due to not being on city water. I have never been treated like this by any business ever.