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Business Profile

Hot Tub Manufacturer

Softub Canada

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tub Manufacturer.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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:21/06/2023

    Type:Service or Repair 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.
    I purchased a new Softub from ******** ********** in June of last year. It was delivered in November 2022, for which I paid $470.00 cartage from ******* BC to my home on Texada Island. Because I was going away I didn't set it up until April of this year. Right from the day I filled it the tub has leaked. I contacted ******** several times but they stopped responding to me so I contacted Softub directly. I have been told that, at my own cost ($470.00 each way) I have to return it to the dealer for repair. I don't feel that I should have to pay another $940.0 to have my brand new Softub repaired. When you buy something brand new you shouldn't be expected to pay for repairs right from the day you open the box.
    I have been in contact with *** ******** at Softub Canada but the only solution she has is for me to pay to ship it back to ******* and I don't think that's very reasonable at all.

    Business Response

    Date: 28/06/2023

    To all parties concerned:

    As
    you will see from the attached file, I have politely and courteously responded
    to the client on several occasions. I have provided other solutions so that she
    could try some different options without having to send her Softub product to
    her closest Softub dealer. I am even offering to send her some parts and a
    tool, free of charge, for her to try something to help fix her problem. I have
    had no response to my last 2 emails to the customer. 

    Softub
    customers are indeed responsible to bring their product to the service
    location, in this case, her closest Softub dealer in British Columbia. But her
    Softub is under warranty and the issue may be completely covered by this
    warranty, depending on the problem and the cause of such problem. We would
    determine this by having her Softub product examined by one of our authorized
    dealers. 

    If you have any
    further questions, please do not hesitate to contact us. We are happy to help
    clarify this further, if needed. Thank you!

    *** ********* ******* *******

    Softub Canada

    Customer Answer

    Date: 30/06/2023



    Complaint: 20218557



    I am rejecting this response because:



    Sincerely,

    ***** ****

Softub Canada is NOT a BBB Accredited Business.

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