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:21/01/2024

  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.

  I contacted Splash Pools because the heater in my hot tub stopped working and I knew this because I received an error and notification on my phone app. My first solution was to turn the breaker off and then turn it back on. Unfortunately after trying to turn the breaker back on, the breaker kept tripping and therefore my tub no longer had power and was no longer running the pumps in heat saving mode. I explained this issue to ******** after she had called me back from the voicemail I left her. I also explained this to the technicians that came on site.
  
  ******** from splash pools was consistently trying to blame me that the breaker was not working when in fact the tub was not heater for a few days and I personally turned off the breaker.
  
  This is clearly a warranty issue yet splash pools is trying to blame me saying it's my breakers fault. I contacted ****** *** and they confirmed that there was in fact a error and that my heater stopped working.
  
  I was also told that if I made a complaint with *** that it would affect my relationship with them IE service and warranty which is not acceptable. I would like a refund for all of the service charges and the only item I'll be willing to pay for is the filters that I requested which were left outside in the snow and I dint't even know they were there until I saw the bill come in.

  

  Business Response

  Date: 24/01/2024

  This client left us a voicemail on December 25th,
  2023 stating that the spa was no longer heating due to the electrical breaker
  tripping. The client denies saying this although we have sent him the recording
  Although we were on holidays we returned the call on Dec 26
  and booked a service call in For the 3rd of January 2024, the client agreed to
  this
  We arrived on January 3th and disconnected the
  spa from the electrical wiring to the spa and determined that this was not a
  spa issue it was an electrical issue.  We informed him that we are not
  electrician and he would have to call an electrician, he agreed to doing so. 
  We also informed him that although the spa is still under warranty this was not
  a spa related issue and there would be a service charge from ****** ***s for
  the diagnosed call.  Our office then contacted him and let him know that
  we would not be processing any payment for the service for a few weeks as we
  wanted to make sure that everything was up and running after an electrician
  took a look.
  Now 3 weeks later and the spa operating perfectly we
  contacted the client and let him know we would be processing the payment now
  that everything is up and running.
  
  The client refuses to pay for the call and proceeded to
  place this negative review.
  During the phone conversation we asked the client not to
  swear at our staff and on the 3rd ask we were hung up on and can no
  longer reach this client.  The business/client relationship is never
  improved when a negative review such as this is placed. The warranty on this
  spa is not under threat but we will not be proceeding to schedule any calls
  with this client until the balance is paid 

  The issue is now resolved. 

  Customer Answer

  Date: 24/01/2024

  
  
  Complaint: 21174877
  
  
  
  I am rejecting this response because:
  
  
  They are continuously staging this to say that I called due to a breaker tripping when in fact my tub had error codes and failed to heat and that was clearly explained over the phone and to the technicians on site. The breaker was tripping after I physically turned the breaker off. When I left my initial voicemail I did not explain the entire issue and simply summarized it. 

  
  Here’s what they should have done better:

  1) They should have looked at the error code history of my tub before coming on site and should not have come if they knew they could not fix the breaker issue.

   

  2) They should have analyzed the error codes to understand why the tub went i to freeze protect mode. Clearly something went wrong for the tub to go i to freeze protect and that’s what I wanted them to solve.

  My solution to this is to have a new company assigned to deal with the remaining warranty. 

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

  

  Business Response

  Date: 25/01/2024

  The issue was electrical whether or not it has error codes which were not explained when taking the call. We get many customers with error codes that we attend to and diagnose all the time. We also get calls regularly regarding breakers tripping that we are able to diagnose with a process of elimination and we are still able to diagnose and repair. In this case the diagnosis was electrical and to contact electrician.  It was explained by 2 technicians, office manager, owner and 2 manufacturer representatives.  During this dispute new information keeps coming to light. Only on Jan 22nd another call was placed by ***** to the manufacturer regrading this same issue and now he was stating he was getting brown outs in the house. This once again only noted after the fact and several weeks later still suggest an electrical problem.  The manufacturer reported back to me on Jan 23rd that he thought ***** finally understood that the issue was in fact electrical and not the spa therefore not covered under warranty. 

  This customer has been verbally abusive to staff here and to the manufacturer. I realize he is upset as he doesn't understand how warranty works as he keeps referring to this as a warranty call when it was not. As explained it can only be a warranty call should something in the spa is defective which there was not, therefore regulars labor rates were applied. 

  This customers last response is rejected simply just because he doesn't understand warranty.  Please also note that it is not Splash Pools and Spas which the complaint is geared to that writes or controls warranty claims. That is the manufacture policies which we follow. 

  We don't understand why this continues as the spa is functional and we didn't replace any parts but did attend to diagnose the issue. 

  The dispute is resolved and will not be responded to further as we keep saying the same thing and the customer who just doesn't want to listen.

  Customer Answer

  Date: 31/01/2024

  
  
  Complaint: 21174877
  
  
  
  I am rejecting this response and would like a my future warranty to be serviced by a seperate company. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 12/02/2024

  I am sorry but it is not possible to transfer your warranty to another company. 

• Initial Complaint

  Date:20/10/2022

  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.

  Bought a hot tub cover, lift assist, and install on May 25th. I paid $1670 and it was installed by their technician. A few weeks later I advised them that the hot tub cover was water logged and extremely heavy.
  They said they would send a technician to come take a look. The technician never showed. A few weeks later the weight of the cover snapped the lift assist off the hot tub including broken metal. I updated them and asked when their technician would come by and they finally sent one out to come have a look. They investigated themselves and found no issue and blamed it on us but asked us to buy a hydraulic lift assist for the water logged cover. Why would a new cover need a hydraulic lift lol.
  
  New covers shouldn't be water logged and should last an average of five years. You can hear water sloshing around on the inside. We want the bar and cover returned and our funds back.

  

  Business Response

  Date: 21/10/2022

  We investigated the claim onsite of the cover being water logged and we discovered that this was not the case.  If we felt that the cover was abnormally heavy we certainly would have submitted a warranty claim.  Almost all cases of the cover lifter arms being broken or bent are due to the covers accidentally being pushed back/up to aggressively causing the arm on the lifter to break. We offered this client a fair discount on a new lifters for the spa and still haven't heard back

  Customer Answer

  Date: 21/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

   

  We are weighing the hot tub cover to show the water logged weight of this cover. It was so heavy it snapped the lift right off the hot tub. There was no user error as you have other complaints against your company for the same reasons and you point fingers at your clients instead of admitting you sell subpar products with a bogus non existent warranty. 

  No we didn't just let go of the cover and it snapped. No we didn't just all of a sudden after 6 years of owning a hot tub just decide to misuse it. No we didn't just let the cover go on the other side when lifting it like you also blame your other clients you put a bad review on Google. How about for the first time in your miserably existence of a business you own up to your fault and your error. 

   

  You will never get another dime from me so we reject your offer to pay you more money to install hydraulic lifts for a water logged BRAND new hot tub cover. Under what whackydoodle world do you think we would give you more funds after this experience??? Pictures of the water logged weight to follow. Enjoy!
  
  
  
  Sincerely,
  
  
  
  ********* ********

  

  Business Response

  Date: 25/10/2022

  Please review our response to your complaint more carefully. If we felt the cover was waterlogged and caused the lifter arms to break we certainly would have submitted this as a warranty claim like we have many times before in cases where the cover was prematurely waterlogged.  This is not the case with your cover.  Say what you may but we have been in business for over 25 years selling the same Arctic Spa product and we have our clients backs when it is a valid warranty claim.

  This is our final response

  The offer still stands for a discount on new lifters to which we still haven't heard back