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:20/09/2022

  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.

  Bought a brand new Dynasty tub from The Hot Tub People in 2020 for over 7k with taxes.
  
  At nine months old, the nightmare started. Skirting in the back was gaping open and can’t be fixed as the mounting holes are in the wrong place. (Poor manufacturing, Covid rushed?) Lid cover had to be replaced after 1 year. Some jets are jammed & can’t be removed. Heater tube & ozonater had to be replaced already.
  
  Motherboard is now dead as of last week (confirmed by one of the company’s many repair people who have come). We did not hear back from the store as to what they would do about the motherboard.
  
  All service calls result in us being promised paperwork (copies) of reports and we still have none to date.
  
  We called today to be told it was being “sent up the ladder” and we would hear back today. No return call.
  
  We’ve been trying to get restitution for well over a year now. We keep getting shuffled to different customer service reps who all promise to help. They either did not recorded the issues properly (or were being continually lied to) or calls are not returned when they say they will call. We’ve been told several reps no longer work there.
  
  We want a refund as we've lost faith in the quality of the store’s products as well as the company’s customer service.

  Business Response

  Date: 22/09/2022

  Tell us why here...We have serviced - and will continue to service the customer as per the manufacturers warranty.
  Prior to receiving this notification today there were communication attempts made. 
  The technician Diagnosed the issue in the field on a Friday. The service department in closed Saturday Sunday. 
  The technician filed his report at the office on Monday. The part was ordered and the customer was contacted on Tuesday. 
  A follow up call was placed to the customer with a voicemail left on Wednesday. This morning we were forwarded an email from the *** saying there is a complaint.
  
  Time Line
  
  9/21/2022 Wednesday
  I left a message for **** on his cell phone 
  
  9/20/2022 Tuesday 
  I spoke to ***** he brought news of a ripple in the acrylic he was concerned about , I had to pair up with the technician to go over the pictures.
  
  9/16/2022 Friday 
  
  Technician went out to the house. Diagnosed a failed board. 
  
  
  We are more than happy to resolve these issues and honor the manufacturers warranty and have since spoken with **** pertaining to time lines.

  Customer Answer

  Date: 22/09/2022

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

  They did not call Tuesday. **** had to call them. They said they would run it up the “chain of command” and call back Tuesday. They did not. They only called today due to contact from ***.

  The business has not addressed the ongoing other issues mentioned like the ill-fitting skirting which has left our tub subjected to the elements and could therefore affect it's efficiency as well. Their service technician that came to address that said a new panel will not work as the holes are not drilled properly in the manufacturing. This probably resulted in the rusting of the other parts they had to replace and will probably result in other similar issues in the future (probably after our warranty runs out). They were ordering a new panel over 6 months ago and said that had to be the procedure due to the manufacturer. (Even though the service technician told us this was not a viable solution.) The replacement never happened. They had no notes on that on our account & blamed that on a past staff member. Broken/stuck jets also not fixed/replaced. 

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

  Business Response

  Date: 22/09/2022

  Unfortunately this is not the case. 
  
  Messages were left on the phone number ending in **** at the stated times as well as 
  
  a conversation with **** took place prior to us receiving a letter from the ***.
  
  A conversation with **** also took place today 9/22/2022 at which point I confirmed with him messages had been left.
  
  He explained he has poor reception at the home and once I have an update today to call and leave him a message.

  
  
  Again we are more than happy to honor the manufacturers warranty and intend to do so. I do not want you to feel this is a he said she said situation. We see there is an issue , we are spearheading it for you and will see it through in a timely fashion. 
  

  
  

  Customer Answer

  Date: 23/09/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me. We have spoken with ***** at The Hot Tub People and are heading towards positive resolutions of our issues. We are hopeful all issues will get addressed in a timely manner, compared to our past experience this last year 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:04/08/2022

  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.

  July 3 2022 Asked for service repair . Several jets in my Hottub do not have pressure . A repair person came out out and confirmed the pressure/ water flow was not sufficient to operate these particular jet , we both agreed a different jet would be used until the real problem was repaired and he reported the problem to his *******, *****.
  No resolution has been done .
  I have emailed several times , no response . Spoken to the ******* , ****. After 5 conversations his only reply is ; sorry we will work it out. To date he has made no effort to resolve the issue and has been caught lying to me on 5 occasions.
  All employees I have spoken with tell me The person responsible is ***** the service department ******* . 63 phone calls and several emails and still no response, she refuses to answer , the phone or email. August 2 /22 I spoke will the **** the ******* he said ***** will call me by 11 am (arrangement had be made on August 2 to send out 2 service technicians on August6 but I need confirmation from the service department, ***** . She never did and refused to take my calls
  I have asked several times to speak with the owners and was denied I find this questionable . I emailed a photo of a problem I found recently concerning cracks in the fibreglass and have not received a response
  I will call again this morning to arrange
  Please help …