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:06/02/2025

  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 hot tub complete with cover We subsequently upgraded our order to include something called a Covana - an automated lid/enclosure. We paid full price for the ******. The hot tub people delivered the hot tub and Covana but without the normal cover - they held that back and on delivery we said we wanted it as we had paid for it and it would serve as a backup in the event the Covana malfunctioned. The normal cover has a value of at least $600 so its a lot of money. We have set several emails where they said they would get back to us and then the last several follow-ups including the one where we said our next call would be to the BBB all went unanswered. We want them to deliver us the cover that should have come with the hot tub we bought. All hot tubs come with covers.

  Business Response

  Date: 18/02/2025

  We have reached a resolution with the customer. Typically when a Hot Tub is purchased with a Covana there is a cover delete. In this case the ****** was purchased after the Hot Tub had already been purchased and they were indeed owed a cover. This was miscommunication on our end and have agreed and reached a resolution. 

  Customer Answer

  Date: 23/02/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/12/2024

  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.

  Hot tub delivered March 19. Paid in full. Hot tub stopped heating on September 30th. After numerous calls (18) I drove to ************ to talk face to face with the manager and was told that someone would be there the following Monday. No one showed up. After more unanswered calls, a technician showed up November 19th and said Pump 1 isn't working, and it would be a couple of weeks before he would be back to replace it. If the weather gets cold, run a dryer inside to keep the water from freezing. Since then I have sent emails and calls to which I get no response. I anticipated a return visit quickly because the issue has been pinpointed.I just want the pump to be replaced before the cold weather freezes the pipes and destroys the tub. We can't run a hair blower 24/7.

  Business Response

  Date: 11/12/2024

  Dear ***** and ***,

  Thank you for bringing your concerns to our attention through the Better Business Bureau. At The Hot Tub People, we are committed to ensuring every customers satisfaction and addressing any issues promptly. We understand that on December 9th, you reported a concern regarding your hot tub though BBB. We sincerely apologize for any inconvenience this may have caused. As of December 10th, the issue with your hot tub has been resolved as per yourself and our service team. Our Technician **** visited your home and ensured that everything was functioning properly and repaired. We trust that the resolution meets your expectations, but if you have any further questions or concerns, please do not hesitate to reach out to us directly at ********************. Your feedback is invaluable to us, and we take such matters seriously as part of our effort to continually improve our services. We appreciate your patience and understanding throughout this process.

  Sincerely,
  
  ****** Dimma
  General Manager
  The Hot Tub People
  *****************************************************************
  

  Customer Answer

  Date: 11/12/2024

   
  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. Further to this I found our discussion productive and a respectful understanding for both parties involved.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/03/2024

  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 August 22, 2024 this company delivered and installed the hot tub we had purchased from them the month prior. When the tub was on transport to our house the sales rep called us to inform that there was damage to the access panel of the tub but not to worry because a replacement for the panel had already been ordered. Upon installation we were asked to pay in full for this tub by bank draft, which we did. Despite many promises of the replacement panel being on its way by several people in the company, almost 8 months after installation nothing has been done about this situation yet and no word if and when we ever get the damaged panel replaced or not. Had I known this is how this company would treat us I would neither have accept this hot tub on the day of delivery nor would I have handed them the bank draft. Communication with this company is next to impossible, when leaving a message on their voice mail there never is a call back from anyone. When visiting the store with our complaint there is always someone new who starts at the very beginning by asking us what is going on, wanting pictures of the damaged panel etc. while all that information is already on file with them. I have requested that the owner of this company, ******************************* been told his name is, to give us a call to sort out this mess. But I have not heard from him yet. Today I was told by *** in the service department that in their triage our situation was not of high priority.Im preparing things to file a claim with small claims court, hopefully we can resolve this to our satisfaction before this procedure will start,

  Business Response

  Date: 15/03/2024

  After working closely with *****, we have come to a full resolution.

  Customer Answer

  Date: 15/03/2024

   
  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. It is unfortunate that I had to take this step with the BBB to get the right people in this company to pay attention to the situation and provide me with a solution that works. I hope that the ************** will be made in a timely fashion, as promised by the owner of the company.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/02/2024

  Type:Delivery 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 bought a hot tub from this business in April of 23. The tub came with broken panels. After 8 months of chasing and being lied to numerous times we finally received them. When we bought the tub we were told the tub would come with speakers. When ours was delivered in did not have the speakers we were told it would come with. We have tried several times to get this resolved with no luck. Anytime we call or message the business we either get no response or we get we will call you back then no one ever does. I have never dealt with a business that has such poor service as this one does!

  Business Response

  Date: 27/02/2024

  We are happy to report that this situation has been resolved, we have successfully installed this clients stereo, and have come to a resolution. 

  Customer Answer

  Date: 29/02/2024

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21256132, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  **** ******
  

• Initial Complaint

  Date:24/01/2024

  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.

  My sister and I purchased a swim spa in June 2023. My sister is a disabled Airforce veteran who is paralyzed on the right side of her body due to injuries from multiple strokes while in the military. This spa was purchased to enable gentle exercise to prevent atrophy of her limbs. We took delivery of the spa on November 10,2023. At that time they sent the wrong cover for the ******* had originally ordered a manual cover but after investigating I realized I couldnt manage it and therefore on July 31st, 2023 I changed the order to a hydrolic cover. On delivery of the spa I was told the proper cover would only take approximately one week to installed. I on multiple occasions via email, text and phone tried to communicate with this company regarding the proper cover to no avail as no one answered or would get back to me. On November 23rd I did get in touch with an employee *********************** . She stated she would look into it for me. On December 1st she advised that the top would arrive December 8th. On December 19th I was advised the top had arrived but couldnt be installed until the temperature was above 5 degrees. The operations manager called me to explain the reason and assured me the top would be installed at the beginning of January. I have since been dealing with operation manager **** who agreed the top had not been order until the end of November. We are paying a loan in the amount of $ ********* for something we cannot use. ***** is experiencing problems with movement and emotionally from depression stemming directly from the financial and physical ramifications of this situation. **** offered to extend the warranty if I signed off on the delays. I am ************ of attorney and advised that I will not sign off and would like the tub removed as well as our deposit and interest/ loan payments returned to her. This company is now no longer accepting my calls. Currently we are held hostage by virtue of the empty spa and loan. Please help us

  Business Response

  Date: 24/01/2024

  Since this complaint was filed this morning, we have been in contact with this client. We have agreed that we will come out on Friday January 26th, **** to install the ******. We have also agreed to shovel and clear the areas needed to bring in the ****** and install it, in good faith. This is something that is normally taken on by the home owner. 

  Unfortunately due to shipping delays and inclement weather we have been unable to come out and build this ******. When the ****** arrived, we were dealing with below zero temperatures, and have been trying to book the first available date when the weather cooperates. We require warmer days as per the Manufacturer to ensure the adhesive used, adheres properly. Unfortunately we do not agree to the statement provided,  that the Manager **** agreed that the ****** top was not ordered until late November. Although **** and our Client had spoken multiple times, this was not something that was mutually agreed upon. We look forward to coming out on Friday and building the ****** for our client.

• Initial Complaint

  Date:21/11/2023

  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.

  Purchased a hot tub from this company, numerous issues in that process however that is not my main concern at this time. Issues with performance of the product, damaged panels, filter assembly, none functioning jets this was all reported to **** as no one from the actual was responding to my emails He responded by phone explaining they would make this right and there repair team would contact me on Friday Nov 17th. No contact from company, I have sent numerous texts as the tub is brand new and they are failing to honour the contract and warrantyI am expecting a tub that functions at this point and for it to be delivered as I had to drive over 3 hours to pick it up and they sold me a defective unit. Also the tub appears to be used as I was installing panels and there is tuck tape throughout .Also the cover lifter isnt for the tub and does not work either i was promised this was to be corrected and now no one will respond.

  Business Response

  Date: 14/12/2023

  We have been in contact and have been working with ********************. We have a date scheduled to perform the outstanding work on December 15th, 2023. Upon speaking with ******************** on our most recent call today (Thursday December 14th) we have mutually decided that once all of the work is completed on December 15th, 2023, we will consider this matter closed and dealt with.

  Customer Answer

  Date: 22/12/2023

   
  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.
  
  I am still waiting on receiving the broken part (light assembly) as it had to be ordered, however they did arrive and correct 90% of the issues in original complaint.
  

  thank you 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:31/08/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Feb 14, 2022 - deposit for hot tub (500). Told it was in stock and it would be held until spring March 15 2022: Full payment (*******) and tried to get delivery scheduled. Found out it had not been manufactured yet.April 5th 2022 - installed March 6 2023: tub emptied. Jet fail. Called for service March 8, 2023: Tech T out, Given a hair dryer as a temporary "heater" to ensure pump did not freeze March 13: Service scheduled for this day, service **** called late afternoon to change date to March 16.March 16: postponed again - this time to March 21.March 21: Jet replaced.June 13: Tub emptied - jet failed - went in to store to talk to service ****. June 19th - tech came onsite - said 2 weeks.July 14: I called to find out status. When I talked to Service T, he pulled the file and said "oh yes. I see tech T's notes. Yes. Are YOU going to move the tub? I see it's close to the house." I answered no - and he said he would call me right back. He did not. July 18 - opened tub to show frustration to family. Noticed black streaks from ALL jets. (waterline is below lowest jet due to previous unfixed leak). July 24: Email sent to manufacturer vendor - response was from ************ "must be a water quality issue - bring in a sample". (tub haf been empty for over a month waiting for service)Aug 8 - tech scheduled to come to fix leaking jet. Afternoon of Aug 8, Service *** called to cancel.Aug 14 - Tech came to install but had to order part. Given service date of Aug 24 as earliest available. Aug 24: Got call at 8:30 to say parts not in, and will have to reschedule Aug 29: I called to find out new date - was told "when the parts are in we will call". Asked for a manager to call me. Still waiting.I now want this tub removed - and full refund. In a 15 month period, I have not been able to use the tub for over 5 months while waiting for service.

  Business Response

  Date: 11/09/2023

  After reviewing the service history on our end our operations manager touched base with our client and came to the agreement to pick the hot tub up and bring it to our facility for a thorough inspection and to ensure the spa is repaired and gone through thoroughly by our team before re delivering the spa. 
  

  We are in the business of doing good business. We have an agreement and look forward to getting this resolved in a timely fashion. 

  Customer Answer

  Date: 14/11/2023

   
  Complaint: 20547543
  
  I am rejecting this response because:

  I have not heard from The Hot Tub People since the date last indicated in the correspondence I included in the last update.  I'm finding their "resolution" is all talk to update you - the BBB but zero response to the consumer - me.  With another 4 weeks passed since the last conversation - and no indication of when my tub would theoretically be ready for delivery,  With winter coming fast, it won't be long before there will be zero access to my back yard until the melt in the spring. We are closing in on 7 months out of 19 that I have not had access to my tub.  
  
  Since the vendor has indicated that "out of the goodness of their heart" they are replacing all the jets - they should have no problem selling it as a floor model or similar to recoup some of their sunk cost.  Since hot tubs do not have interchangeable parts, the only way to sever the relationship with this vendor would be for me to get my money back and we can part ways.  At every turn I have found them deceitful and woefully lacking in service.  
  
  Resolution:  full refund.

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

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  May 28,2023 we contacted the company in regards to purchasing a hot tub. They were unable to give us any financing information until we gave them a deposit. We decided not to purchase because the interest rate was too high and have been calling since to get our deposit back. They keep saying that it has been sent to the manager but we have yet to receive it.

  Business Response

  Date: 21/07/2023

  After reviewing the file, we have sent the Refund approval to our accounting department for the amount of $100 via e transfer. The email address we have on file is **************************. The client will receive their full refund of one hundred dollars within 24 hours.

  Customer Answer

  Date: 22/07/2023

   
  
  Complaint: 20290414
  
  
  
  I am rejecting this response because: I have yet to receive an email or a response and it has been over 24 hours. I believe just like all of the other times that this is just to brush us off and keep us quiet for a little while
  
  
  
  Sincerely,
  
  ********* ******
  

• Initial Complaint

  Date:02/06/2023

  Type:Sales and Advertising 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.

  Last year on July 20th 2022 I did an e-transfer of $500 to The Hot Tub People as a
  deposit on a hot tub, with no set purchase date as I was in the process of renos in my backyard. Unfortunately, I was not able to purchase a hot tub for a number of reasons, contractors weren't showing up for the electrical work so it kept getting pushed back and I wasn't making as much money as I was initially.
  
  I have contacted the business several times, which started on March 28, 2023 with an email to a scheduling department rep I was in contact with (******** ******* ************************************ Informing him that unfortunately I wouldn't be able to proceed and inquired if there was a cancelation fee and how much of my deposit I would be getting back. I never received an acknowledgment or reply.
  
  On April 12, 2023. I had sent a text message to another sales rep who I had also been in contact with (***** @ **********) and received no reply.
  
  I sent a couple of messages through their website "have a question" dialogue pop up box. with no reply.
  
  I called the company on May 12, 2023 @ 14:36 and spoke to a customer service rep for 2.5 mins (sorry I didn't write down his name) discussing my inquiring and he assured me that it would be sent to the manger right away. I haven't had a response to the phone call yet.
  
  I emailed them again May 29, 2023 outlining that I have made several attempts to discuss the refund of my deposit and I have not received acknowledgment or a reply thus far.

  Business Response

  Date: 13/06/2023

  The Hot Tub & Swim Spa industry is much like any other big ticket industry. The products are manufactured in various locations around North America, large, delicate, quite heavy and expensive to move around. When a customer places an order we make arrangements to accommodate their delivery time lines. We incur costs to do so custom ordering spas, shipping direct on full size 53ft trucks in order to avoid potential damage and meet the high expectation required on delivery. This is why all sales are final as per our sales contract. 

  Despite this, after reviewing the file we have decided to issue a full refund of the $500 deposit.

  We will provide a full refund via e-transfer ( if that works for the client) to the email address on file. 

  Looking forward to getting this resolved for you. 

   

  The Hot Tub People 

   

  Customer Answer

  Date: 14/06/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20136075, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  **** ********
  

• Initial Complaint

  Date:15/02/2023

  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.

  I ordered a hot tub about 3 weeks ago and gave a $300 deposit charged to my credit card. Last Friday I cancelled the order and asked for my deposit back which they told me would be etransferred back. I’m still waiting for the refund and have been told twice it will be sent by the end of the day and nothing

  Business Response

  Date: 16/02/2023

  I received this complaint 2/16/23 when I came in this morning.

  In good faith we did confirm we would cancel the order and refund the deposit on this unsolicited sale via e transfer. We emailed our accounting department same day which is off site busy and only open Monday to Friday 9 - 5. They proceeded to process the e transfer on January 15th at noon. This complaint makes no sense as we were happy to refund the deposit.

  Please see the attached copy of the e transfer confirmation and let us know if anything else is required.

  Customer Answer

  Date: 16/02/2023

   
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19408424, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  *** *******