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:01/29/2024

  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.

  We purchased a new hot tub from Spa Max on 12NOV2021. It came with a 5 year warranty. Approx 1-2 months ago, we noticed that the water temperature wasnt high and that is wasnt heating. We called Spa Max to have them take a look at it. They took pictures and repaired the hot tub replacing a heater and circulation pump. They are saying that this isnt included in the warranty. They are saying that the seals were damaged and that in turned damaged the circulation pump and heater. They are saying that the seals arent included in the warranty since there was evidence of "chemical damage". I told them that chemicals are required to keep the hot tub clean as recommended by the manufacturer and that we test the water periodically to ensure it is in the right levels of PH, bromine, etc. *********** manager "****" said that it is the manufacturers warranty and he has been working there for 20+ years and knows they wont cover it; but on my purchase receipt on Spa Max letterhead it has only warranty exclusion for "improper chemical balance" while the documentation they sent me on the manufacturers warranty only has exclusion for "misuse of chemical tablets"; neither of these are the case in my situation. I have pictures of chemical test after they came and SpaMax hasnt told me or shown me evidence that my spa was not in warranty. They provided me a bill for $735.50 which I have not paid. I have had this same conversation/complaint with both **** via Text and a "*****" which answers the phone.

  Business Response

  Date: 01/29/2024

  We are simply agents for the manufacturer. We do not create the warranty, we only service under the warranty. The warranty does not cover chemical damage. The chemical damage creates seals to break and causes further damage, not covered under warranty. I understand the customers frustration as it makes sense there would be a no nonsense warranty, but this is what we have to live with. If the customer does not want to pay for the service, this is fine, life is too short and i actually agree, this type of damage should be covered under warranty. I am considering in the future to just bump up the cost of each spa sale to cover future non-warranty calls and cover them under a new No-Nonsense Warranty in which we ************ these calls without any hassle, it makes sense. So in short, no problem, no payment is necessary. Respectfully, Spa Max

   

  Customer Answer

  Date: 01/29/2024

   I am rejecting this response because:

  First, I wanted to say that I very much appreciate the support by the BBB and the response by Spa Max.

  My only follow-up is that previously, the Spa Max employee had told me that if I did not pay, that I would be placed on the "do not service" list until payment was received. I just wanted to confirm that with the proposed BBB resolution of payment not being required that my account would not be considered as delinquent and future services would be possible if needed. We do still have about 3 years left on our warranty and I want to ensure that any future warranty repairs would still be considered. I appreciate your support.

  Thank you

  Business Response

  Date: 01/29/2024

  Sure. You will still be serviced, now under Spa Max Warranty. We want our customers to be happy. Life is short, we should all enjoy it. Everyone have a great day. Customer current, not delinquent. I will advise Service of this information. Respectfully,

  Spa Max

  Customer Answer

  Date: 01/30/2024

   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. Thanks again for stepping in to help facilitate the discussion with Spa Max, and thank you to Spa Max too for proposing an amenable resolution.