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Business Profile

Hot Tub Parts

Balboa Water Group

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:04/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 October, 2023 I purchased a Balboa VS510SZ Spa Controller and VL701S Topside panel from Spaguts.com (Order #*********). In November, ********************************************************************************************* *******, **. From the date of installation through early March, 2024 numerous attempts were made by the installer to get the Controller to maintain set temperature. Regardless the set temperature, water temperatures varied from the low 90's, to a one-time high of 109 degrees. Multiple calls were made by the installer to Balboa technical support with no resolution to the problem. On March 10, 2024 I found there had been a fire inside the controller case that scorched wiring, etc., and completely burned away the lower left corner of the circuit board. On March 11, 2024 I notified Spaguts of the situation and sent them photographs of the damaged circuit board. The General Manager (*********************) of the installer company inspected the damage, saw no incorrect wiring of the controller pack, and concluded the board was defective. Spaguts advised they would report my situation to Balboa and provide the photographs for a warranty claim.To date I have received no response from Balboa, and keep repeatedly being told by Spaguts they are waiting to hear from Balboa. Please address this situation as soon as possible, and please provide me with a new Spa Controller.

Balboa Water Group is NOT a BBB Accredited Business.

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