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Business Profile

Hot Tub Parts

Spa and Pool Source

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tub Parts.

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

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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:11/16/2022

    Type:Product 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 ordered two sets of spa filters from Spa and Pool Source on November 5, 2022. The cost was $238.95 which was charged to a **** account. As of November 16, I have not received the filters I ordered. I emailed Spa and Pool Source on November 16, ************************************************ resend the set of filters I ordered. Spa and Pool Source responded to my e-mail with direction to contact ***** to report the lost package. I contacted ***** the same day. ******* from ***** reported to me that Spa and Pool Source generated a shipping order (which created the tracking number) through ***** but ***** never received the shipment from Spa and Pool Source. ******* from ***** reported to me that Spa and Pool Source would need to generate a lost package claim. Again, on the same day, I emailed Spa and Pool Source reporting what ***** told me. In response, Spa and Pool Source holds that ***** lost the package and that I would need to file a dispute with *****. At approximately 6:00 pm EST I called ***** a second time to do what Spa and Pool Source requested I do. ****** from ***** repeated what ******* had reported and emphasized strongly that Spa and Pool Source would need to file the dispute with ***** and that I could not as I never received the package and do not hold an account with *****.In further email exchanges with Spa and Pool Source, they refuse to contact ***** to file the a lost package report and they refuse to investigate any errors in their own shipping offices. ***** cannot take action because they have no record of receiving the package from Spa and Pool Source. In any event, I have not received what I ordered and have filed a disputed charges claim with the bank that issued my **** card.The order number from Spa and Pool Source is #******. The ***** tracking number is ************.

    Business Response

    Date: 11/18/2022

    We apologized to this customer because he did not get his order.  Before we could issue a refund, he already filed a chargeback with his card issuer.  Therefore, his refund will be processed by his credit card issuer.  Again, we are sorry that it did not work out.

    Customer Answer

    Date: 11/19/2022

    I am rejecting this response because the company refused to comply wth the delivery company's request to contact the delivery company to determine where the package was lost.  Spa and Pool Source also refused to acknowledge that they were at fault for failing to deliver the package to FedEx.  Finally, Spa and Pool Source flatly refused to issue a refund for the ordered material prior to my initiating the chargeback.  In this case, Spa and Pool Source could save a lot of time and resouces by issuing the refund back to the charge card.  USAA has stated that they would cease the chargeback should Spa and Pool Source refund the charge.

    Business Response

    Date: 11/29/2022

    Again, we are sorry that there was a problem with your shipment.  We can not issue a refund since you have filed a chargeback .  You stated "I'll let the bank sort it out" in your email.

    Customer Answer

    Date: 12/03/2022

    I am rejecting this response because:

    Spa and Pool Source has not contacted ***** as directed by *****.  Spa and Pool Source has not contacted my bank as requested by the bank.  In short, Spa and Pool Source has not done even the most basic due diligence in respecting a customers order.  

    Spa and Pool Source refuses to acknowledge that just maybe their warehouse failed to ship the supplies that I ordered as is reported by *****.  Their warehouse may have packaged the items, may have generated the shipping ticket, but just maybe, that box is still sitting in their warehouse waiting to be put on a truck.  But we will never know because Spa and Pool Source simply refuses to check or engage with ***** to sort out the confusion.  Tellingly, Spa and Pool Source immediately balked when I initially called then to report that the items I ordered had not arrived.

    Spa and Pool Source is not a reputable company in my opinion.


    Business Response

    Date: 12/09/2022

    Sorry that you are not happy with the credit card chargeback process.  There is a lot going on with a chargeback process.  Your card issuer is your best contact for the status of your chargeback.

Spa and Pool Source is NOT a BBB Accredited Business.

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