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Business Profile

Hot Tub Service and Repair

Spa Tech

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tub Service and Repair.

Complaints

This profile includes complaints for Spa Tech's headquarters and its corporate-owned locations. To view all corporate locations, see

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Spa Tech has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Spa Tech

      Address on file Edmonton, AB T5R 2L8

    • Spa Tech

      8-26321 SH627 Spruce Grove, AB T7Y 1C7

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:25/11/2022

      Type:Delivery Issues
      Status:
      Answered
      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 placed an online order from Spa Tech in Alberta for a hot tub pump. Everything looked good at the confirmation page, where it showed the price for the pump, free shipping, taxes, and the total amount owing. I confirmed and completed payment only to receive an email the following day asking for an additional $171.34 for shipping. After emailing back and forth, and several phone calls, the company has refused to ship my order, despite the screenshots I have provided from the Canadian government website showing that they are breaking Canadian law by trying to charge for more shipping. The complicated part is that the longer this drags on, the more at risk my hot tub is of freezing and cracking all the plumbing

      Business Response

      Date: 19/12/2022

      “Our website clearly states that shipping rates are valid for Alberta only. Unfortunately, we are not able to have a tool that calculates shipping costs for every province and every dimension or weight. We are not a shipping company. A member of our team contacted you right away to inform you that there would be additional charges for shipping. You were also informed that if you are not happy with the additional shipping charge, you will be fully reimbursed. Our general manager spoke to you the following day and explained that our rates are valid only for Alberta and suggested that it would be much better to find the product in your area for warranty purposes also. At that point you started threatening with complains and lawsuits. Being a private business, we reserve the right to select our customers. We would also like to clarify that the information regarding purchases that you sent to our team member is applicable to the province of Nova Scotia and provincial regulations are not applicable in other provinces. We regret that we were not able to provide you with the product you needed, however we are confident that we were fair in our approach and refunded you the full amount paid right away. If you are concerned about your tub freezing, we suggest draining and winterizing it to avoid any damage until you find a pump.

      Good luck.”

       

       
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      Customer Answer

      Date: 19/12/2022

       

      Complaint: 18460887



      I am rejecting this response because:the note that the shipping rate only applies to their home province is NOT clearly posted as they claim, and proven by the screen shots I included with my initial complaint. They did not contact me immediately, I reached out to them after several days of waiting. The person I last spoke with on the phone was very rude and ignorant, I did not threaten anything in the process.



      Sincerely,

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

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