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:06/01/2023

  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.

  The short version of this complaint is that I bought a new spa control unit and heater online from this company, but after installation by a licensed electrician, it doesn't work and appears to be miswired. The company does not have a way to contact them by phone and is not responding to any emails after 15 days, despite both the control unit and the heater being under warranty. Their warranty website states that items returned without a Return Goods Authorization form will be disposed of, but there's no way to obtain this form without them sending it to me.
  
  I have included the full sequence of events in an attached PDF file (Description of Issue - Acura Spas.pdf).
  
  At this point, all I'm asking is the same I tried to accomplish in the beginning.  If they cannot provide help over email or the phone, I need them to accept the return and either repair it or send a new one.  If this cannot be accomplished, I would like a complete refund (including the specialty pipe connections that I had to buy from them for this unit that are now worthless and will need to be cut out) and will gladly ship it back to them.
  
  I am happy to provide all emails and pictures as needed.
  
  I am currently filing complaints with the Better Business Bureau, the FTC, as well as the California and Illinois ATG and Consumer Protection Offices.

  Business Response

  Date: 07/12/2023

  To whom it may concern,

  I am writing as a response to a complaint received by *** ******* (#*****) for an order placed on August 12^th, 2022. Pardon my delay in responding but we are busy people and I have a million things going on at the same time and this particular issue has been addressed multiple times with the former customer. Attached are supporting documents for the above order number which includes the agreed to terms when he placed the order. I also provided a screenshot taken directly from our website regarding returns and RMA requests.

  We are a manufacturer of custom pool equipment. Meaning we build each and every unit custom to the users needs per their house electrical equipment, number of pumps, ozonator, etc. We do not do installation. A licensed electrician is required to install this electrical equipment, even then installation is prone to failure and is subject to the skill of the installer. All of our unit are water and electricity tested before they leave our facility and have been since 1987. His unit was water tested and passed all of the necessary metrics to be approved in the field. Here is an example to put this situation in perspective because 9/10 complaints we get are due to improper installation (we have been doing this for over 30+ years); if you buy a new car and drive over a nail, is the car company or tire company responsible for the nail damage? No, it is considered a user induced error and is the responsibility of the driver. 

  We built this unit for him back in August of last year. Our standard terms and agreements state that any and ALL custom units are subject to a 50% restocking fee if returned within 45 days of the day it is RECEIVED. If and only if he falls into the 45 day window may he return the unit for a 50% restocking fee. He contacted us in in the very end of May 2023 asking for a refund of the unit. This alone is totally out of bounds and unacceptable with any company policy. This was explained to him and is listed on our website under the RMA and returns section under the support tab and was agreed to when he placed his order for a custom unit back in August of 2022. 

  This man won’t take no for an answer, is out of bounds and is now trying to weaponize the legal system to get his way.

  Customer Answer

  Date: 07/12/2023

   I am rejecting this response because:
  This response is patently false.  I have received no communication whatsoever from the business.  To say that I won't take "no" for an answer would suggest that they actually communicated in some way with me.  I have checked my spam folders multiple times throughout this whole ordeal, and I in no way blocked their response.  The fact that this is their first response ot the Better Business Bureau since this was filed over a month ago should be a pretty good indication that they aren't responding to messages.  If they submitted some sort of proof that they have been communicating with me this entire time, I would love to see it since I certainly haven't been able to reach them by phone and haven't received any type of response by email.  I have not attempted to contact them directly since the last email I sent them advising I would be filing a formal complaint if I did not receive some sort of response.

  I purchased the item from them, bought the extra equipment they required me to to ensure the warranty, had it installed by a licensed electrician who has experience installing spa equipment, strongly believe that the item isn't wired properly by comparing it to the wiring diagram they offer on their own website, and they will not honor their warranty, which is 18 months from date of manufacture.

  When I initiated my emails to them, I wasn't even asking to return the item!  All I was asking for was guidance on why it wouldn't be working.  I diagnosed what I thought might be the issue myself, the wiring of the board (and sent pictures), and asked them if this could be causing the issue.  I have not attempted to repair this unit at all.  Only when I failed to receive any type of communication did I request to return the item, and even then I did not receive a response. I would have been happy simply having them look at the unit or sending me a replacement if it was faulty. I only started filing formal complaints once I realized that they would not respond to any message and therefore I had no way to receive any type of warranty repair or replacement.

  Reviewing their one star Google reviews, this appears to be the response tactic; claim the customer was irrational, argumentative, and unreasonable. All I have done is sent the emails as above noted.  I felt I was respectful and offered them multiple chances to even send a courtesy email to tell me they were behind and would get back to me. I have filed complaints with multiple consumer agencies at this point.  I have had no contact whatsoever with the business since the first email. I have also submitted my info to the California ATG and Riverside County District Attorney's office (which I suspect is why there has suddenly been a response to this complaint when there wasn't previously).

  I have already purchased a new spa control since initiating this complaint.  I have the original unit sitting in my garage in the same state it was sent to me.  I feel that my request at this point is very reasonable.  If the unit truly has no issues, then they should have no problem reselling it once they verify it is working.  I have no use for it at this point.

   

  
  

• Initial Complaint

  Date:12/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  These people have been the worst I’ve ever dealt with. The customer service has been ridiculous from the start. The day I ordered my spa pak from *******, he was so unprofessional. Something happened with his system and he started cussing and yelling. When he took my info he informed me that since they had everything in stock it would be to me in 4-5 days. After a week and a half I started checking, i could hardly get a response and it is impossible to get anyone on the phone. Finally a woman called and apologized for ******* and she said that my or would ship out first thing the next day if I still wanted it. After another week I started checking again, no response. Then a man called and said he would expedite it that day. Note that they took my money weeks prior. It arrived and the product itself is nice. I installed it and needed some tech support, on the website there is an email and phone number for tech support. It’s still impossible to get anyone on the phone so I emailed. ****** responded and said it was after business hours but would be glad to assist me via email, I sent my info and multiple emails since with no response, that was 6 days ago. It seems they respond to reviews, so we will see. I’m sure my problem could be cleared up in a ten minute phone call, but again they obviously do not care about customer service. I would not recommend them to anyone, this has been the worst customer service experience of my life. $1200 and I can’t get a simple phone call or email.