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Business Profile

Hot Tub Dealers

HTG Hot Tubs Galore Ltd.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:29/11/2024

    Type:Product Issues
    Status:
    Resolved
    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 refurbished hot tub from Hot Tubs Galore in ******, *********, for $6,000 plus tax. When it was finished being re-furbished they asked for another $550 for delivery, fine, but arrived with a boy and girlfriend team that were unprepared to move it in, so I helped. When the tub was on it's side, I noticed that all the base wood was rotten. They said they didn't notice this when refurbishing it, and came back the next week to replace all this wood. I waited to start it up until the wood had been replaced, and when I did, I noticed that the filters were used (gross) and the cap to the filter system was missing. When I asked about these, they said they would get them together. Great. So a week-10 days later they said they were ready for pick up. When I said that I had already paid for delivery ($550) but everything was not delivered, they said they didn't know when they could get it to me. I offered to go pick it up in ******** at the managers place if he left it at his door, but when I asked if it was ready for pick up he said he'd forgotten...so, now they won't deliver these items, and are not replying to my emails. There was NO assistance in making sure things were set up properly, NO commitment to a complete and sound refurbishment of the tub, NO completion of the delivery, and now NO communication. If I hadn't noticed and said something about the rotten wood, the tub would have fallen apart within a year...Now I'm still missing parts, have used (gross) filters, and no customer service....

    Business Response

    Date: 05/12/2024

    It seems that this complaint was based on a misunderstanding, and I believe things have been resolved.  The complaint seemed premature, as the complaint was filed while the things were in the process of being dealt with.  Please let me know if I need to take any further action?

    Customer Answer

    Date: 06/12/2024

     
    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.

    Please close out the case.

    Sincerely,

    ***** ******

HTG Hot Tubs Galore Ltd. is BBB Accredited.

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