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:04/03/2025

  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 sent back my spa controller to them for warranty work in February. Since then I have gotten one update saying they were busy and would get to it as soon as possible. Since then I have requested updates multiple times and gotten zero response. They refuse to reply to me and give me no information. I purchased an additional warranty so I could be protected but now they have basically stolen my spa controller.

  Business Response

  Date: 05/01/2025

  The company has been communicating with the customer since April 04, 2025, regarding their warranty return.

  The Spa Controller was water tested, and it works and heats fine. Nothing is found to be wrong. The reason for the warranty return is that the customer reported that the Spa Control System does not power up. But it works fine at the factory. Possible problem with customer's power supply.

  Unfortunately, the company cannot provide any refund for a 2-Year Old Spa Controller that Works Fine. Per Sales Agreement that the customer AGREED to during the time of the order back in 2023, Warranty Returns are for Repair ONLY if found to be a Manufacturer's defect. Since April 04, 2025, we are still waiting for the customer to make a Return Shipping Payment to have the Spa Controller to be shipped back to the customer. 

• Initial Complaint

  Date:08/15/2024

  Type:Product 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.

  Ordered a part on 5/29/24, #*********, received part, opened box, looked at part, realized we ordered wrong part, put back in original shipping box, contacted company for a return, was issued RMA #********* on 6/7/24, shipped part back via *** on 6/10/24, tracking number 1ZGH76730367656951, for $20.96. We paid shipping. After not hearing from SpaGuts, called them, left 2 to 3 messages, finally spoke to a female in Accounting, she said they were really busy, that's why no refund was issued. She said she would put in a request to Accounting for our refund, but said the part was damaged so some money would be deducted. She didn't know how much. Received SpaGuts Inspection Report, They said $12 would be deducted. On August 15th, 2024, contacted SpaGuts again, did not receive a refund yet, spoke with a male on the phone, asked where our refund was. He said that a request had not yet been sent to Accounting. I told him that I had spoke to a female on 2 occasions. She told me that the request was sent and the refund would be sent. He said, "well she didn't do it", I asked to speak to a Supervisor. He said there wasn't a Supervisor to speak to. He said we also would have 25% deducted for a "restocking fee". I was upset, I asked to speak to the Owner of the Company or the Supervisor, he transferred me to a voicemail and I left a message to return my call to discuss.

• Initial Complaint

  Date:01/25/2024

  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.

  RMA #*********. PRODUCT NAME: Flo-Thru ****** Element, UniversalSKU: 25-H02E000ORDER: #********* QTY: 1REASONCONDITION: Not Working This item was $112.88 and has a 5-year warranty. It stopped working after approximately 4 years by causing a ground fault. It will not work. The company's instructions were to remove it and return it, they would "bench test" to verify inoperability, and then it would be replaced. I received these instructions in July, 2023 and was lead to believe that the turn around time would be as long as 8 weeks. I have corresponded through the SpaGuts link provided with my RMA # (supporting document), and I have made calls to inquire. I STILL have no resolution. This is an essential part to my hot tub, which I have been unable to use throughout the best months of the year to enjoy a hot tub. AT A MINIMUM, I request the part be promptly replaced as promised in the warranty.

  Business Response

  Date: 03/01/2024

  Order ****** had a Sales Total of $112.88, with Order Date of September 13, 2019, 10:57:00 PM PST.  This order consist of TWO Parts:  the *********** Heater Element Titanium 5.5KW at the Price of $82.89; and the *********** Pressure Switch 4010P at the Price of $29.99.  Customer ONLY requested a Warranty Return for the *********** Heater Element Titanium 5.5KW (Value of $82.89), which is the ONLY part that is still within the warranty period.  The *** Inspection Report came in with the following:  Received the *********** Heater Element Titanium 5.5KW.  Upon evaluation and testing, the heater element was found with BOTH Heater Bulkheads to be RUSTED and CORRODED.  This is Chemically Damaged, and is NOT covered under warranty.  ONLY the Titanium part of the heater element would withstand the Bad Condition of the Spa Water.  Unfortunately, the company CANNOT cover this damage under the warranty policy. 

• Initial Complaint

  Date:01/17/2024

  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.

  I bought an equipment pack from SPAGUTS on 5-30-23 After installation it didn't work properly.I contacted them, got a service man, and the spaguts technician, they agreed it was bad. They gave me a number RMA ********* to send it back to them. It was delivered to them on Friday,November 03 ( I have the *** tracking proof) According to their warranty, they can either repair it or replace it. I have called them numerous times in the last two and a half months, and I get the same story. "They are waiting on a decision from the factory" All I want is the part repaired or replaced in a timely manner.

  Business Response

  Date: 03/01/2024

  We apologize for the delay or your return.  Your product is still with ******.  We have sent an inquiry to ****** regarding your return. If we don't hear from them within 3 business days, we will then setup a replacement from one of our warehouses so that you get a replacement sent out faster.  Please standby. 

  Customer Answer

  Date: 03/01/2024

  I have been told too many times that you were working on it. I will only be satisfied when I receive a repaired part or a replacement. 

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

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

  Business Response

  Date: 03/06/2024

  We have the replacement Water Tested and ready to ship.  The *** department will be contacting the customer today.  Customer can also call the *** department for details. 

  Customer Answer

  Date: 03/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:01/02/2024

  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 purchased a new control unit and heating element from this company in February 2023. It took around 6 weeks to receive the unit but that was fine as I was struggling to source other materials to fix the hot tub. Admittedly it took until July to fix all the leaks and get the new heating element and control board installed. Hooked it up and got no activity out of the unit. I contacted the company and was told someone would get back to me. After I received no call, I called back and finally talked to someone in technical support. I was told round about that I had to have done something wrong etc. When the unit was hooked to power it blew an onboard fuse that was not only hard to find, but almost 40 dollars for a 3 pack. I was encouraged to call back when I had those so I they could help me diagnose what was going on. A few more weeks go by, I source the fuses and call back. I spend another ***** minutes on the phone using a multimeter, checking everything the tech asked etc and am finally told yes, something is wrong with the board. This unit also has a one year warranty. They issue me an RMA (October 2023) and I pay to ship the unit back. Now up to around 75 dollars Im also out in fuses and shipping. Ive called every week and a half since I shipped back, each time Im told someone will call me back, no one ever does. I was finally told in November ************************************************* fact faulty. I last called around December 21 2023 and was told the same story I keep getting told, someone will get back to me on issuing me a new unit. I have tried email, and their digital messaging assigned to my RMA. I never get a response. At this point I just want a refund, *** never dealt with a company so unable to communicate or simply fix an issue.

  Business Response

  Date: 01/26/2024

  We apologize for the delay on the Warranty Replacement due to the Holidays and Staffs being out sick. A Replacement Spa Controller is Ready for Shipping. 

  Customer Answer

  Date: 01/29/2024

  I already paid out of my pocket to ship the controller back to them, as well as having to buy fuses so they could help me diagnose the issue the controller had, but now they are also telling me I have to pay them shipping again to receive the controller. I have already paid to have the spa fixed. 

  Business Response

  Date: 03/01/2024

  A replacement spa controller was provided to the customer under warranty.  ***** Tracking ************ shows that the package was shipped on February 09, 2024, and hand delivered to the customer on February 16, 2024, with proof of delivery showing customer's signature accepting the package. 

• Initial Complaint

  Date:10/06/2023

  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.

  In July of 2022 I purchased several items, one of them a new 2hp blower. All arrived and were installed and worked properly. In December of 2022 the blower began intermittently cutting off after only a few minutes use and I contacted Spaguts regarding the issue. I was walked through several steps to diagnose the issue and none of them corrected the problem. I called again in March of 2023 regarding the blower becuase it had now completely stopped working. I was told to request an RA (return auth.) in order to have the item covered under warranty. I requested the RA, several weeks later it was granted and I spent $30 to return the blower. 4 weeks passed and I was called to say the blower was finally fixed (the housing had seperated from the unit) and I needed to pay another $30 to have it returned to me, which I did. In September of 2023 the blower began having the same issues as before and I contacted Spaguts speaking to Hung, the tech employed there. Not only was he extremely rude to me throughout the conversation, a quick look at Yelp will reveal this is not an isolated event, but he stated I had to spend another $60 to get the item returned to them and checked out. I expressed my frustration at having to spend more in shipping than the blower was worth and essentially was told that was the policy and if I didnt like it, go elsewhere. He then hung up. I called back and Hung answered the phone "what do you want Wade, I told you there is no one else to talk to". I questioned if he owned the company and stated I wanted someone else. He connected me to the sales person, Nancy, (very sweet and understanding of the situation) and I explained the issue to her. While she understood the issue, she did state the policy is that consumers must pay for all shipping costs on warranty work. I am seeking a new blower and will happily return the defective unit to whomever Spaguts would like...I will even pay the shipping to do so, but I want a new unit.

  Business Response

  Date: 11/08/2023

  To do a warranty claim, the Spa Air Blower will FIRST need to be returned to the warranty department for an evaluation.  If the Spa Air Blower is returned and found to be a Manufacturer's Defect, a New Replacement Spa Air Blower will be provided.  We are sorry that an Advance Replacement Spa Air Blower CANNOT be provided without the return of the Original Spa Air Blower for an RMA evaluation.  Because the problem can be something else.  Without the return, the problem CANNOT be determined.  RMA 100000466 has already been issued to the customer on October 06, 2023, to Authorize the return of the Original Spa Air Blower for an RMA evaluation.  Right Now, the company is STILL waiting for the RMA return from the customer. 

  Business Response

  Date: 11/08/2023

  To do a warranty claim, the Spa Air Blower will FIRST need to be returned to the warranty department for an evaluation.  If the Spa Air Blower is returned and found to be a Manufacturer's Defect, a New Replacement Spa Air Blower will be provided.  We are sorry that an Advance Replacement Spa Air Blower CANNOT be provided without the return of the Original Spa Air Blower for an RMA evaluation.  Because the problem can be something else.  Without the return, the problem CANNOT be determined.  RMA 100000466 has already been issued to the customer on October 06, 2023, to Authorize the return of the Original Spa Air Blower for an RMA evaluation.  Right Now, the company is STILL waiting for the RMA return from the customer. 

  Customer Answer

  Date: 11/09/2023

  The answer provided still requires me to pay AGAIN to ship the faulty blower back to CA from TX (approximately $40).  This is the second time this blower has failed and I have already been required to pay almost $80 in shipping for warranty work on an item that only cost $129 new.  Their policy will require me to fund shipping both ways which is simply unacceptable considering it is the second time the blower has failed in less than a year.  On a separate note, I reached out to the vendor 31 days ago and only now received a reply.  Additionally, there was no response to how absolutely rude the associate I dealt with was.  I have purchased a new blower from a REPUTABLE company and no longer plan to do any business with SPA GUTS OR SPAS2ORDER, their alias.

   

   

  Customer Answer

  Date: 11/09/2023

  The answer provided still requires me to pay AGAIN to ship the faulty blower back to CA from TX (approximately $40).  This is the second time this blower has failed and I have already been required to pay almost $80 in shipping for warranty work on an item that only cost $129 new.  Their policy will require me to fund shipping both ways which is simply unacceptable considering it is the second time the blower has failed in less than a year.  On a separate note, I reached out to the vendor 31 days ago and only now received a reply.  Additionally, there was no response to how absolutely rude the associate I dealt with was.  I have purchased a new blower from a REPUTABLE company and no longer plan to do any business with SPA GUTS OR SPAS2ORDER, their alias.

   

   

• Initial Complaint

  Date:07/21/2023

  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 ordered a hot tub control unit on June 19 2023. Based on the description it said it had a phone type connector which turned out to be not fully descriptive and was Ethernet not the traditional phone connector so it didn’t work with my hot tub. I requested a refund and the company quickly replied with the refund instructions. I mailed the product back on June 29 and they received it July 3(or at least that was the **** first attempt to deliver) it’s been almost 3 weeks and they haven’t provided any updates or refund despite my persistent follow ups. Customer service has been condescending and rude at times. Just an awful experience. I would just like my full refund as I never even opened the sealed packing of the unit and followed all return instructions promptly. I have **** tracking confirming receipt.

  Business Response

  Date: 08/07/2023

  Customer purchased online the Balboa Topside Kit, VL701S Serial Standard plus Overlay, 54156 where the online advertisement CLEARLY states "When selecting your spa topside panel, it’s critical that you go by part numbers and not just by appearances or the model number. The part number on a spa topside panel can be found on a white sticker located directly under the topside panel... Do NOT purchase a hot tub topside panel just because it looks the same as the one you’re replacing. Spa topside panels can look identical, but be programmed differently to work with different spa controllers and circuit boards...". And every page on the website also states "All electrical and plumbing parts we sell are intended for installation by a licensed electrician or licensed contractor. Any sales or technical advise provided by this site or our staff may not be construed to authorize or suggest anything but professional installation". Customer was trying to purchase a "Balboa brand Topside Panel" to use with a "CEI brand Spa Control System" that uses a TOTALLY DIFFERENT Topside Panel and Programming Codes. Note that Balboa Topside Panels are "ONLY" compatible with Balboa brand Spa Control Systems. As stated in the advertisement, it WARNED the customer to use the part number off the topside panel as a reference to get the correct replacement. BUT the customer was "ONLY" going off the DESCRIPTION that states it uses a Phone-Type Plug.  And ALL spa products are meant for Nothing But PROFESSIONAL installation. Customer was refunded based on the returns policy once the returned item was able to be evaluated for the RMA department. 

  Business Response

  Date: 09/07/2023

  Information on how to order the correct replacement topside
  panel has been on that product page since the year of 2010, WARNING customers
  to Order based on the part number and Brand off the original topside panel, and
  NOT by appearance.  AND STATING “is programmed
  differently to work with different spa controllers and circuit boards...".
   NO where on the website states that this
  Balboa topside panel is universal, and will work with any spa and hot tub.  What the customer ACTUALLY need DOES NOT look
  ANYTHING close to the Product that they have purchased.  Since the customer purchased the INCORRECT
  part, and ALSO AGREED to the TERMS AND SALES AGREEMENT by checking the box
  during the Online Order Process, customer AGREED to the 25% RESTOCKING FEE when
  a return is requested.

  Customer Answer

  Date: 09/20/2023

  The company had a vague description of “phone connector” for the top side unit. I read it as a traditional phone type connector NOT an Ethernet. Nothing else about the unit. All I am asking is a full refund, just $** more.. but the response shows their customer service attitude. Will never do business with them again and would not recommend.