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Business Profile

Hot Tub Dealers

Purewater Total Home Leisure
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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 type

  • Initial Complaint

    Date:21/04/2025

    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.
    In March 2025, I placed an order on the website for this business for a pool heater. The website indicated the unit was in stock and was available and required credit card payment. Funds were charged to my credit card immediately upon placing the order and I received a confirmation.A few days later I was contacted by the business to inform me that they do not have inventory of the item purchased. However, they advised that they can get one more of their stock unit for me to fulfill the order and that it will take ***** days to receive it. As the only difference was the timelines associated with them obtaining inventory, I accepted and received a receipt of the order. The receipt did not indicate this to be a special order, nor would I expect it as such. (since they were fulfilling the standard ordered I placed from their website for the same unit and price). In April 2025, a month after the order was placed and the item hasn;t been received, the store was contacted advising that I will not proceed with that order anymore and that I would like a different model (due to hardware compatibility). Also on that week, the store emailed me to tell me that the unit has arrived in their warehouse (much later than the timeframe in their receipt). I have informed them that I would like a different model. I called them twice during the week and advised on the weekend that I would like the order cancelled and happy to buy a different model from them if they have stock, followed by an email to them. On Monday, the store contacts me claiming: 1. This was a special order and cannot be cancelled.2. The return window is passed on the order (note that they didn't even get it from their suppliers until last week and it is still in their warehouse).It's unfortunate to be dealing with such practices as it seems that their message and tone changed once I mentioned I want to cancel the order. This makes me worried about further changes in narrative on other orders.

    Business Response

    Date: 25/04/2025

    April 25th, 2025

    We apologize that this situation was not dealt with properly in our absence. The owner sent an email to the client and Purewater staff on April 23rd, 2025, approving a full refund. This situation is being reviewed today and will be solved to the client's satisfaction.

    Business Response

    Date: 06/05/2025

    I believed that the issue was solved as of May 5th, 2025. However, I received another email today, indicating that the refund had not been done. Please see the attached documents showing that a full refund had been completed on April 25th, 2025.

    Thank you.

Purewater Total Home Leisure is BBB Accredited.

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