Complaints

This profile includes complaints for Aqua Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aqua Spas

  6004 S College Ave Fort Collins, CO 80525-3935

  
• 

  Aqua Spas

  13801 Grant St Unit 405 Bldg 4 Thornton, CO 80023

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:04/06/2025

  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.

  This company offers zero customer service. It took over two months of calling, leaving voicemails and being given the runaround to get the hot tub delivered. We had it ten months when something went wrong with the thermostat - still covered by the one year warranty. We have been calling, leaving voicemail after voicemail (no one ever answers the phone) and even went to the local store to ask for service. We were promised someone would call on Monday. No one called. We are at almost two months of trying to get service and our warranty is about to expire while our now cold tub sits unused. I would like the company to come and repair whatever is wrong with the hot tub and honor the warranty.

  

  Business Response

  Date: 05/01/2025

  Customer has been scheduled 

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. The tech did arrive, made the repair and honored our warranty. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:04/06/2025

  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 bought a hot tub from aqua spas in 2021 and have had multiple issues with it since, and trying to get in touch with customer service is like pulling teeth. Currently our hot tub has a leak and I did finally get ahold of them in early March after over a month of trying, had to pay $160 for a service tech to come look at it, he said he fixed the leak but it is still leaking, was never fixed. That was nearly a month ago now and I have called them multiple times per week trying to resolve this with my call always going to a voicemail and never receiving a call back. Meanwhile the hot tub continues to leak, and I have already paid them a fee for the problem to never have been fixed.

  

  Business Response

  Date: 04/07/2025

  We apologize for the customer's experience with our phone systems. We use a VOIP and have had issues with voicemails the last few months. I have reached out to the customer and have her scheduled for service on 4/9/2025. 

  Customer Answer

  Date: 04/18/2025

  Hi! Your email went to my junk folder so I did not see the message asking me to respond. Can you please change the status of this complaint to resolved and customer satisfied? The company did remedy the issue and finish the job. Thank you for your help! 

• Initial Complaint

  Date:11/11/2024

  Type:Order 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.

  We financed a "reworked" hot tub from this company that we were told was 7 years old that was never used. We found multiple issues with the tub that was supposed to be fixed prior to delivery per our contract as well as the water being very cloudy. We reached out to the Aqua Spas for help with the parts that were supposed to be replaced and they would not help us, stating those parts are not included in the reworked tub however contract states there were items that were to be fixed. The pumps serial numbers were manufactured in 2015 and the serial number on the *** does not match our contract. We called the tubs manufacturer (Master Spas) for information about the two different serial numbers and they informed us both serial numbers (tub and whats our contract) were manufactured in 2021 furthering our confusion as all the parts in the tub were from 2015. We asked representative, would a 2021 tub have 2015 parts and he said no. We received a blocked call shortly after that and it was the owner of ***********. He said he was calling because he understood that we called questioning something, which is weird as we did not give the representative any of information. He stated that he had our contract in his hand and wanted to know what we were searching for. We relayed our concerns to him about the age of the tub and the old pumps and he replied stating that Aqua Spas were their #1 dealer for many years and stated that he doubts they would change a serial number and that we must have changed the contract. We explained that we have a carbon copy of the purchase agreement which cannot be modified, ultimately not getting anywhere. We feel this contract has potential fraud as the tubs serial number does not match our contract. We are unable to use the tub due to the bad inner parts of the tub that are old therefore we are paying $7500 for nothing. We are asking for your assistance in these potentially fraudulent actions by Aqua Spas.

  

  Business Response

  Date: 12/10/2024

  The customers purchased a USED HOT TUB. His warranty is not covered by the manufacturer, but by Aqua Spas ******************* I have attached the customers contract again to show the serial number on the contract at the bottom of the page above the total is the same as the serial number sticker at the top right side of the contract after delivery. We put this on every contract at delivery to ensure the correct hot tub was delivered to the customers home.
  
  Here is the breakdown of their warranty with Aqua Spas Service Department
  Equipment On File:
  - *******- USED, MPL 800, Cameo-2015-Espresso, 2023,Installed 11/22/2023
          --> ACTIVE Warranty, Expires 11/22/2025 (505 days remain), In-House PARTS AND LABOR, 2 Year(s)
          --> ACTIVE Warranty, Expires 11/22/2024 (140 days remain), In-House LED Light System P&L, 1 Year(s)
          --> ACTIVE Warranty, Expires 11/22/2024 (140 days remain), In-House Audio Equipment Parts,1 Year(s)
          X - EXPIRED Warranty, Expired 2/20/2024, In-House Audio Equipment Labor, 90 Day(s)
          --> ACTIVE Warranty, Expires 11/22/2024 (140 days remain), In-House Mast3rPur System P&L, 1 Year(s)
  
  We are more than happy to do an inspection, there is a trip charge of $159 payable at the time of scheduling service. This is charged to every customer 60 days after their delivery. Inspection will be at $129/hr. I hope this help.

  

  Business Response

  Date: 12/10/2024

  Please see attached the contract- the second page shows all the work that would be done on the used spa before delivery. The sales person did not write the correct hot tub serial number on this page, but the contract page (purchase agreement) has a sticker that matches the serial number written at the bottom section of the hot tub. Customers have buyers remorse. All outstanding items for this customer was taken care of in 2023 and yet they keep disputing first their financing and now sending BBB complaint. Aqua Spas challenges statements made by this customer which we consider defamatory as we have adhered to a legally binding contract.

  Customer Answer

  Date: 12/21/2024

  This message is response to Auqua Spas response to our BBB complaint. 
  

  1. I find it very unprofessional to say we are having buyer remorse. I bought my previous hot tub from Auqua Spas with no issues used it for 7 years no issues then it stared to spring leaks due to its age so it was time for a new one. I have several health issues that using a spa helps with. I absolutely want my hot tub and I am not having buyers remorse other than regretting purchasing the tub from Aqua spas because of how they have treated us. 
  

  2. The serial number on the paper we received does not match the serial number on the hot tub we received. According to Master Spas serial check the hot tub is a 2021 and the parts are from 2015. We were told by master spa directly this was not typical. 
  

  3. Auqua Spas did not uphold their end for items that were promised per the contract and as stated previously when we asked them to come back out in December of ************************************************************ back 3 days later the gentleman was very rude and disrespectful and said they were not fixing anything else and it was my water causing the water to stay green. I then filed a vendor complaint with the hot tub lender and they put the account on hold while working with Auqua spas for resolution after 4 months the lender was finally able to connect with Audis spas and said that Auqua Spas was upholding their original decision and refusing to fix/replace the items per the contract and that they did give us a 2 year warranty when we purchased the hot tub and we would pay a trip fee and parts and labor would be covered. I then explained again to the lender that we should not have to pay a trip fee because the Cir pump and other items were not replaced per the contract. The lender had us send more pictures and information and said they would investigate more and get back to Auqua spas and once they got with them they would get back to us. Months went by and I couldnt get ahold of the lender for another several months went. The lender finally got back to me and said they were having no luck with Auqua Spas and there wasnt much more they could they could do. 
  

  At the end of the day all I wanted was a working Hot tub with the items in the contract being replaced as stated. 

  

  Business Response

  Date: 12/27/2024

  CUSTOMER BOUGHT A USED 2015 HOT TUB. IT IS NOT A 2021. WE CAN SERVICE THE HOT TUB AND PER THE CONTRACT, THERE IS A TRIP CHARGE FOR ALL SERVICE CALLS AFTER 60 DAYS OF DELIVERY. THIS IS REGARTDLESS OF WHETHER YOU HAVE WARRANTY OR NOT. AS MENTIONED MULTIPLE TIMES TO THE CUSTOMERS, WE HAVE ADHERED TO THE CONTRACT THAT THEY SIGNED.

  Customer Answer

  Date: 12/27/2024

  Complaint: 22542732
  
  I am rejecting this response because: This is exactly what we are talking about, nothing makes sense. We bought a 2015 used tub but we were told it was technically new because it never had water run though it because it sat in the warehouse for 7 years because of shell damage. so while it was 2015 it was technically  new and were told all the seals, jets pillows and pumps etc (as stated in the paperwork that we submitted here) would be replaced as part part of the reworked hot tub.  After the hot tub was having issues and I called asking did they replace all those items and were told they did and it was my water causing the issues, I started doing research and thats when I noticed the serial number on the hot tub did not match what was on my carbon copied paperwork, I called master spas and gave them both serial numbers on my contract and on tub I was told they belonged to 2021 hot tubs and they were delivered to auqua spas in 2021. I have print outs saying my hot tub in 2021, Which I provided print outs of both of those as well. I asked at that point if it was common to put 2015 parts into a 2021 shell and was told no. Our contract states that the circ pumps and other items would be replaced and they werent I provided serial numbers and model numbers showing those items are from 2015, another hot tub store said there is very good chance that the water is having issues because of the old ozonator in the tub. I did ask for help and sign dont feel we should have to pay trip fees when all these items were supposed to be replaced. Im done going back and forth. Buyers beware of this company. I highly recommend not doing business with them. 

   

  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 12/30/2024

  Customer bought a used hot tub. Past Year Blem. They do not wish to adhere to the contract and keep threatening our business. 

   

• Initial Complaint

  Date:11/06/2024

  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.

  Purchased a spa and not getting warranty honored or hook up done properly by tech. Not heating well and headrest broken with it under warranty. Rep ***** was rude and disrespectful arguing with me in the phone asking for service to fix our warranty issues. Talked over Me and was very rude. Not good customer service

  

  Business Response

  Date: 11/08/2024

  Customer purchased a Used Masterspas Twilight Series 7.2 hot tub on 10/13/2024 and was delivered on 10/28/2024. The delivery team placed the hot tub where the customer requested. On her customer delivery checklist, there is no outstanding item. The customer called into our office on 11/6/2024 and wanted our delivery team not only to move the hot tub because she did not like the placement, but she also wanted our delivery team to change her electrical wires. The customer had a hot tub before and thought that the wiring would be long enough. We are not licensed electricians and we do not do such work. When our representative tried to explain this to the customer, she became upset and hung up the phone on him. If the customer wants service for her hot tub not heating, we can definitely go out and get her taken care of. However, there will be a charge for moving the hot tub. We will not perform any electrical work. We are attaching the contract with the additional requirements about electrical setup. 

• Initial Complaint

  Date:07/11/2024

  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 swim spa from Aqua Spas in Thornton, 2023. Found out later that Fort Collins would be handling our order. NO ONE explained this to us during multiple phone calls nor in person. ?? I called Aqua Spas personally to ask how they store new units. I was told it would be stored inside and out of the elements. Choosing to trust the word of this company was a huge mistake.?? Delivery was Monday July 8th 2024, 10am to 1pm. At 7am 7/, they called to say the truck broke down, delivery will be between 4pm- 7pm and they now have deliveries BEFORE me.?? They arrived around 7pm with only 3 men and a trailer to PUSH the Masterspa 19D off the back of truck onto my concrete pad. ??The Masterspa 19d weighs 3400lbs dry! ?? It slid and broke a part of the frame.?? They did fix this on-site but, we weren't able to inspect the spa as it was 10pm at night. The next day, we took the top off to discover rust looking marks near all the metal, calcification/chemical buildup on all the jets, brown water marks indicating it was filled all the way up with rainwater or worse, and chewing gum was put in the filter area. CLEARLY, this unit was not stored inside as I was told, and might not even be new. I informed Aqua Spas of the condition and asked them to pick up the unit and that I would not be releasing money. At that point they threatened to file theft charges against me. Said "You have until 5pm to pay or on the advise of our attorney and Adam's County Sheriff's office we will file theft charges and have you arrested. I called ACSO, spoke with Deputy Ramos, he assured me their claims were false. ??????About 6pm that night, 2 men showed up ringing and repeatedly pounding on my door, threatened to have me arrested for theft and claimed ACSO sent them to get my money and inspect the unit.??????They stalked for 1hr for taking photos and threatening to go trash talk me to my neighbors. This feels like the way the Mafia would handle business. These people are NOT to be trusted!

  

  Business Response

  Date: 07/11/2024

  We held this unit for the customer for a year and 2 months. At the time of delivery on 7/8/2024, customers were very happy and provided their credit card for payment (which did not go through). We let the customers know we will call the next morning for payment. The customers would not answer calls in the morning and then after several attempts to reach them we called and left a message stating that we would be reaching out to the police if we do not get payment and they called immediately back and said that they wanted it picked up and that they did not want the unit any longer. These are all on recorded calls and we told customer this unit was held for them for over a year and we have all calls with them stating they needed to push out delivery for several different reasons which we obliged. and then called in the afternoon stating that it was not a new swim spa. This is a brand new unit which the customer's still owe $47,000 to Aqua Spas. Verified by the manufacturer. So, on 7/9/2024, Aqua Spas management went to the customer's house  in Westminster to view the "issues" the customer was claiming only for the customer not to allow them on their property. The police were called and they took videos and photos and stated the swim spa is in "SHOWROOM CONDITION" and looks new to them and that they are both hot tub owners.  This is public record and the officers gave the CAD number for the recordings of the interactions with both Aqua Spas and also the consumer.  This is used as evidence for the lawsuit.  We had the police on site as the customer would not allow us to see the unit but officers are allowed and per the videos from Body Cam of the police department it does not substantiate any of her claims.  She also told the police that her card did not go thru because Aqua Spas has fraud, the card was declined for not having the funds.  The customer in questions is not on the contract but we were told on recorded calls that we deal with her and not her father, the customer also signed the paperwork when we left that MERCHANDISE HAS BEEN RECIEVED IN GOOD CONDITION and that was signed by REBECCA BRIGGS, This case is a blatant case of FRAUD AND THEFT by the consumer and the lawsuit will be in the Courts of Jefferson County and we can update with the Claim Number and additional information as it is received.   

  Customer Answer

  Date: 07/14/2024

  Complaint: 21974337
  
  I am rejecting this response because:

  This company's relationship with the truth is lacking. This all started because they delivered a swimspa in the dark and it couldn't be inspected until morning.  Upon inspection it appeared to have been used as there was standing water, material built up on jets, stained water marks and unbelievably, someone's chewing gum in the filter. This has all been documented and seen by multiple people. I would have gladly excepted a replacement but after using lies that Adam's County Sheriff's Office directed them to come to my house I didn't trust these people. I talked with ACSO BEFORE these men came to my house. I filed an incident report and told these men are absolutely lying. 

  Here are the lies so far from Aqua Spas:

  1-I was told the unit was being stored in a warehouse not outside.

  2.-They lied about Adam's County Sheriff's office advising them to do anything. 

  3.They are lying by omission when not admitted they have a voicemail, left by me, telling them they can come pick up their unit any time. I had no interest nor intention in keeping this unit because of its condition.

  4.- They are lying about the card being denied due to lack of funds. It was a security measure by my bank because it was a $47000 transaction.  This is another gross attempt at defaming my character.

  5.- They are lying about calling the police. My son called the police after observing them filming my housing and banging on my door for 20 minutes.  He was concerned for my safety. This is all on record. 

  6.-Lying that my claims are false. My security footage shows everything.

  7.- Lied that I signed paperwork  and said merchandise was in good condition. I did no such thing. I have paperwork as proof. 

  This is a civil issue. I am most definitely not a fraud nor a thief. I am requesting they schedule a time to come and take the merchandise back and not requesting a replacement due to all the lies and attemps to defame my character. 

  
  Regards,
  
  Rebecca Briggs

  

  Business Response

  Date: 07/16/2024

  Dear Rebecca Briggs,

  Please understand, Peter Briggs signed a legal binding contract for a swim spa Challenger series 19D. You went into a brick and mortar building and signed it in person on 5/28/2023. That is a legal contract in the state of Colorado. We have held on this unit for you for over 1 year and 2 months. You have refused to pay for a unit (buyer's remorse) that is at your residence since July 8, 2024. Just because you have changed your mind does not mean that you are not financially responsible for a swim spa (a $47,000 balance) that you are refusing to pay. Sending rejection to a legally binding contract and merchandize in working condition will not release you from this contractual agreement. The unit is at your residence and the balance is due to Aqua Spas.

• Initial Complaint

  Date:05/13/2024

  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 scheduled a repair of my control panel that is under warrenty until 6/15/24. I called Aqua Spas and scheduled it for 4/27. I was told there was a service charge of $159 by the scheduling person. They called and canceled on 4/26 at 5 pm. Rescheduled for 5/7. The processed the service charge on 4/30 even though they did not perform any service They again called and cancel for 5/7 on 5/6 claiming that they could not come out now until 5/22. Then they then called and said they can come out on 5/10 . They would call 30 mins before hand. The technition called 11 mins beforehand. Luckily I got there in 15 mins and caught him as he was pulling out to get a receipt. He told me there was no charge as it is under warranty. He provided me a receipt showing exactly that. I am including the process charge from 4/30. The voice messages repeatedly canceling, the text message only giving me 11 mins to get home instead of the 30 mins, and the receipt indicating there should be no charge. I would like my $159 refunded

  

  Business Response

  Date: 05/14/2024

  When the customer called for service, we did not have the part in stock as it was on back order from the manufacturer. The trip charge of $159 is for all service calls. Customers with or without warranty pay this trip charge for our service technicians to come out. I am including the customer's purchase agreement that states that all service calls require a trip charge to be paid at the time of scheduling. We apologize for the different time frames that were provided to the customer as ******************** service department was still awaiting the part. For the technician calling when he was 11 minutes away- his last call was that far from the customer's house so he couldn't have given her the 30 minutes. The technician meant that she did not need to pay for the part as it was under warranty. If not under warranty, then the customer would have had to pay for the part normally ($470 plus tax) and labor at $129 per hour. I hope this clarifies any questions or concerns. Thank you.

  Customer Answer

  Date: 05/14/2024

  Complaint: 21696707
  
  I am rejecting this response because:
  One you charged me on  4/30 but had not even been out to do a service How can you charge a service fee when no service had been performed? 

  i have a receipt and verbal response from your employee that there was no charge. 
  again a current written receipt shows no charge. 
  Regards,
  
  *********************************

  

  Business Response

  Date: 05/14/2024

  Trip Charges are payable at the time you call for service. In your situation, you called on 4/16/2024 and our service department did not charge the card until 4/29/2024 when they were informed they would be receiving the topside control panel for your hot tub. We did not receive the part as we had hoped and scheduled you a month out. When we received the part, we scheduled for an appointment on 5/10/2024. We cannot refund you the trip charge because we provided you with service. Per manufacturer warranty, trip charge is not covered and is payable by the customer requesting service. It is a standard service for any company that services (plumber, electricians, service-providers etc) at customer's residences.

  Customer Answer

  Date: 05/14/2024

  Complaint: 21696707
  
  I am rejecting this response because:

  You response is incorrect. You canceled on me on 4/26 not 4/29. 
  so you charged me 4 days after you canceled my appointment for a service that did not take place.  I have documentation of your employee canceling on 4/26.
  A service did not take place and I should not have been charged.
  Again you canceled my appointment multiple times. Your representative completed my receipt and told me there was no charge.  
  This whole situation shows how very little you care about your customers. 
  you have the power to make this right since the multiple errors on you. 
  written receipt dated now will hold a lot of weight in court.
  
  
  Regards,
  
  *********************************

  Customer Answer

  Date: 05/14/2024

  How can Aqua Spa charge a trip charge on 4/30 when they had not made the tripand they canceled on me? That cant be legal to charge a customer for something that you didnt even do? They canceled again on 5/6 for 5/7.  They said they would let me know 30 mins before arriving at my house but only gave me 11 mins. How can they provide me a written receipt at the time of service that shows no charge but then say they have the right to charge me a trip charge but back in April. How can a business treat a customer with such disrespect and just do whatever they please? 

  Customer Answer

  Date: 05/15/2024

  Please look at the receipt that the employee completed. He marks warranty parts and warranty labor. There is a section in which he could of wrote a trip charge but he did not. 
  he indicated no charge by a zero with ***** through it. He said no charge. 
  Look at the voice message on March 6th for the second time they canceled. They said it was due to a change in schedule not due to not having the part.  They change their service/ information to the customer so it fits their schedule, their needs regardless of an obligation verbal or written to the customer. 
  I have a black and white receipt from Aqua Spa that confirms the verbal response that there was no charge. 
  **************************;

• Initial Complaint

  Date:03/28/2024

  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.

  We purchased a hot tub in May of 2023. Over the next few months, the cover for the hot tub began to warp. I began contacting Aqua Spas about this in August of 2023. They had me text pictures of the cover to them and then I did not hear back from them. I contacted them again and again was asked to text the pictures and again did not hear back. This happened several times. In January I contacted them again and they sent me an email asking me to email the pictures so I did. By this time the side panel became warped as well and is coming off the hot tub so I included pictures of this as well. I again did not hear back. I responded to the email again on March 2nd asking for an update and again have gotten no response.We are very disappointed in their lack of customer service and wish we could return the tub and purchase from a company that would take care of their customers. These are supposed to be warranty issues and it should not be so difficult to get service on something that cost $12,000! I will certainly never recommend this company to anyone and will encourage anyone interested in a hot tub to look elsewhere solely based on their lack of customer service.

  

  Business Response

  Date: 04/24/2024

  We apologize that the customer has not received a timely response regarding her skirting and cover of hot tub. We have had multiple staffing changes in the ****************** since September 2023. The customer's profile is under ***** and ***************************** with a totally different email. We did not have an *********************** in our system. Based on the pictures the customer has provided, I will submit it to Masterspas for warranty (Aqua Spas does not determine if warranty will be covered or not) today 4/24/2024 and will copy the customer on the email to Masterspas customer service so they can be aware of the processes involved.

  Customer Answer

  Date: 04/24/2024

  Complaint: 21501261
  
  I am rejecting this response because:
  

  Your poor staffing and management is not an excuse for 6 months of failure to respond to a customer that has made multiple attempts in person, via phone call, text, AND email to resolve an issue. My name is absolutely on the account, as is my phone number. I contacted Master Spas myself 2 months ago and they already replaced my side panel and are working on the warranty for the cover. Aqua Spas should have taken care of this several months ago. It also shouldn't have taken 2 months and multiple attempts by the BBB to get a response from the business. I am incredibly disappointed in the lack of customer service from ******************** and I would like a refund of their product so I can take my business elsewhere that will actually take care of their customers.

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 04/25/2024

  Thank you ****,
  
  Aqua Spas is only reaching out to you now because I filed a complaint against them with the BBB before I ever contacted you 2 months ago and the BBB has been trying to get a response since. Master Spas should definitely be aware of the terrible customer service ******************** provides after selling their product. It certainly is a deterrent from recommending either company to anyone.
  
  I did receive the side panel and it looks much better! Thank you for that! The tub sits against a solid wall with no windows above it so I'm not sure how heat would have caused it other than direct sunlight.
  
  Thank you for your help,
  
  Mandi
  
  On Thu, Apr 25, 2024, 5:58?AM ********************* <**********************> wrote:
  Good Morning,
  
  It looks like we have placed an order for skirting for the customer already and waiting to hear back from CORE about the cover. Though, the cover is likely not warranty with the way it bowing,some sort of heat source like a window reflection would be causing this to happen.
  
  Thank you,
  *********************
  Customer Support
  
  Master Spas
  *****************************************************************************
  ************* | ******************************
  www.MasterSpas.com
  
  
  
  
  
  
  From: *************************** <*************************************>
  Sent: Wednesday, April 24, 2024 5:59 PM
  To: **************** <*******************************>
  Cc: Service Tech <*************************************>; *********************** <*************************************>; *******************
  Subject: SN ******* - *********/*****
  
  CAUTION: This email originated from outside of Master Spas. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  Good afternoon,
  
  This customer sent pictures multiple times since August 2023 when they noticed that their cover was warping. They were delivered on 5/29/2023. I am not sure if Master spas received these pictures because in January 2024 she stated her side panel is warping as well and coming off of the hot tub. Customer has placed a ******************** complaint.
  
  Please see attached pictures and advise on warranty coverage.
  
  I have copied the customer on this email so if you can please reply all that will be great.
  
  Sincerely,
  
  ***************************
  Corporate Office Manager
  Executive Assistant to: [************** & ***********************]
  ******************* Corporate Office
  **************************************************
  Office Phone: ************ | Direct Phone: ************
  Email: *************************************
  Website: www.aquaspasinc.com

  Customer Answer

  Date: 04/26/2024

  Complaint: 21501261
  
  I am rejecting this response because:
  

  No resolution was offered here.

  Regards,
  
  ***********************

  

  Business Response

  Date: 04/26/2024

  Your issue was a warranty one. You have been provided all the information from Masterspas where they are still reviewing your warranty request for your cover and you have already received the panel that was warping. Once you receive the response from Masterspas, Aqua Spas service center can only assist if the warranty is approved. If approved, they will send the cover to Aqua Spas; you can come into our ******************* office to pick it up, we can send it to the closest Aqua Spas store for you to pick up, or if you would like delivery, installation, and removal of your old cover, there will be a Trip Charge of $159 (all service has a trip charge per your purchase agreement). Hope this helps. 

  Customer Answer

  Date: 04/26/2024

  Complaint: 21501261
  
  I am rejecting this response because:
  

  I ultimately had to go above you and contact MasterSpas myself after attempting to contact Aqua Spas for over 6 months and getting no response. My complaint regarding your business is due to your extremely poor customer service and disregard for your customer. Me contacting the manufacturer myself after 6 months of trying to get the company I did business with to assist me is not a resolution to the complaint I filed. I still would like a refund and to take my business elsewhere.

  Regards,
  
  ***********************

  

  Business Response

  Date: 04/29/2024

  Please understand that per the purchase agreement/contract signed on 5/6/2023 by *************************** of ************************************ (only phone number on contract ************ and only email on contract: ************************** all sales are final. We apologize again for not assisting at the time you first contacted Aqua Spas. We have had staffing changes and the ball was dropped. However, you have warranty through the Manufacturer for your hot tub delivered on 5/29/2023.

  Customer Answer

  Date: 05/03/2024

  Complaint: 21501261
  
  I am rejecting this response because:

  Again, poor staffing and poor management on your part are not an excuse for such terrible customer service. The tub was purchased under my husband's name however my name and phone number were also associated with the account prior to making efforts to receive service. I spent several months trying to get help and it took several weeks for you to respond to the BBB. No business should operate this way and no customer should be treated this way, especially after spending such a large amount of money.

  Regards,
  
  ***********************

• Initial Complaint

  Date:02/22/2024

  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.

  We bought supposedly a new hot tub. We have had issues from the day it was delivered. We were told we would have a 5 year warranty. When we call to have issues fixed such as the heating element has gone out 3 times in 3 years. The same pump has been fixed 5 times in 3 years. Now we called because heating element is out again and the are refusing warranty work because they claim we haven't replaced the filters. We replace filters every six months. We just don't buy filters from aqua spas because we get them cheaper else where. So they are still refusing to come fix our hot tub just because we don't buy filters from them. Our warranty still needs to be warranted.

  

  Business Response

  Date: 03/18/2024

  Per the manufacturer, if filters are not the correct type, it can void the warranty. Customer was provided this information and all service calls after 60 days installation, there is a trip charge of $159. The customer refused to pay for this. After this complaint was submitted, customer has been contacted, they purchased filters and chemicals on 2/21/2024 and was scheduled for service on 3/7/2024. For Aqua Spas, we have taken care of this customer.

  Customer Answer

  Date: 03/21/2024

  Complaint: 21329143
  
  I am rejecting this response because: the technician did come out. But he didn't have the part needed. He called the office and I was told he would be back on the 21st of March. Here it is the 21st and no one is coming. No call nothing
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 04/01/2024

  Aqua Spas did go out to the customer's house on  3/21/2024. We did not have the part in stock (circ pump) and while the tech was at the customer's house, we scheduled the customer for our return visit on 4/5/2024 (hoping we have the part in stock). *******, the customer we have been dealing with let us know that she is only available on Thursdays and Fridays. We would greatly appreciate it if the customers would communicate with each other before placing multiple complaints with the BBB. We have been working with the customer and not sure why they choose to use this medium to communicate with Aqua Spas.

  Customer Answer

  Date: 04/01/2024

  We had to call to schedule again due to Aqua Spas not calling us to tell us they didn't have the part. The reason we use BBB because when we call Aqua Spas we get yelled at and Calle names by the owner. My husband and I do communicate about this. It's Aqua Spas that doesn't know how to communicate or deal with their customers without yelling and being very rude. It is also posted all over Aqua Spas reviews about the yelling and name calling as well as threats if you leave a bad review.

  Customer Answer

  Date: 04/01/2024

  Complaint: 21329143
  
  I am rejecting this response because:
  This has not yet been resolved. We were not contacted on the 21st to let us know that you couldn't keep our scheduled appt. We had to call again on the 21st to find out why no one came. As soon as the hot tub is up and running for sure we will then consider this resolved. We are doing this through the BBB because when we call Aqua Spas we are yelled at by the owner. 
  Regards,
  
  *****************************

  

  Business Response

  Date: 04/17/2024

  The service for this customer was completed on 4/5/2024. Please see attached the tech showing amps as the hot tub is running and heating.

• Initial Complaint

  Date:02/07/2024

  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.

  We bought our hot tub in late November, and have been trying to get them to come out and look at the control panel ever since. It is impossible to read it at night and the service department nor the technician will return calls. The technician has been difficult and is unwilling to at least even making an attempt to replace the control panel or prove to us that aqua spas has a cruddy panel, and we are stuck with it.

  

  Business Response

  Date: 02/07/2024

  Aqua Spas delivered the hot tub to the customer on 12/6/2023. On the Customer Checklist (attached), customer stated they received everything on their contract. When the customer called about their topside control panel, Aqua Spas had a technician go out on 1/7/2024 and he determined there was nothing mechanically nor aesthetically wrong with the topside control panel. If there was anything wrong, the entire hot tub would shut down. Aqua Spas also contacted MasterSpas ((manufacturer and warranty company) - copying the customer on the email- attached) when the customer was unsatisfied with the response from our certified technician. Upon viewing the pictures sent, ********** stated there isn't much we can do to the topside control panel. Replacing the topside control would have the same light as is on the current topside control panel. 

  Aqua Spas has done for the customer what they can and replacing a new topside control panel will not alleviate the customer's concerns about not seeing it at night.

• Initial Complaint

  Date:11/13/2023

  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.

  On day of delivery the product was filthy, no soft tread, no wify, wrong color, scratches in acrylic & crane straps warped some panels. I contacted salesman & a tech came out cleaned tub. But did not address scratches. I again called asking for an owner & a guy named **** came out who was very rude & condescending he was to busy on his phone to address my issues. In between breaths he stated scratches are nothing, easy fix, he said the soft tread would be ordered & be in 2 weeks. I asked for them to teach us the chemicals & was told to figure it out. Several weeks go by I cant get anyone to return a call Finally through a text to salesman I got a tech named **** out who installed the wify ( still not working ) he discovered a control panel not working so put it on list to replace. Also suggested to ask for replacement chemicals as well as cost of drawing **** gallons of water to put in the soft tread when its in. **** came back after again numerous trys via phone calls & texts to this company. When he arrived I had water drained close to ready to install the soft tread. I specifically went with this product do to my auto immune disease water therapy was prescribed by my neurologist. This product fit the best for what I have. The soft tread was a huge safety factor in this. Because they messed around for a couple months with out hearing or getting it even ordered. I stepped into the pool on the stair ( no soft tread ) my feet shot out from under ****** came down with my back bent over the hot tub divider. Luckily I was only bruised & sore but again goes back to the negligence of this company not following through. So day of soft tread install **** is on his phone dealing with some issue & in my opinion not paying attention to whats going on. He gets done, ********** realize he installed soft tread for another spa the challenger 18. My spa is the challenger 19d & the treads are different & give more coverage for safety its been weeks with no response

  

  Business Response

  Date: 12/11/2023

  Customer was contacted and he has agreed to have the softtread installation completed in Spring ****.

  Customer Answer

  Date: 12/11/2023

  Complaint: 20854358
  
  I am rejecting this response because: Aqua spas did not contact me I had to call again several times to speak to someone about issues. They still have not addressed the spa jet or wify thats not working or the store credit that was promised for the stairs that were returned with the tech that **** said to send them back with. Also nothing said of replenishing the chemicals used & that will be used or the water used  when this is drained by them & refilled for a second time on my dime. I asked them to send a confirmation email to address the installation of the correct soft tread in the spring which per their service ***** said is the better time to do this for adhesive to completely dry. Ive asked them to replace the hard cover due to its sagging from day one & water from rain ********** there. The scratches that were supposed to be buffed out & not addressed.  It appears to me all they want to do address one issue & gloss over all the others. 
  Regards,
  
  ***********************

  

  Business Response

  Date: 12/18/2023

  *********************** was contacted by our service department when he filed the complaint. He has been working directly with the service department to get all outstanding items taken care of. ***************** was also emailed on 12/11/2023 per his request that the soft tread will be installed in spring ****. As for the replacement chemicals, we can provide the customer with account credit of $150. For the **** gallons of water that he had to refill his tub with, please send ************************************* your utility bill and we will review. Thank you

  Customer Answer

  Date: 12/19/2023

  Complaint: 20854358
  
  I am rejecting this response because:
  Aqua spas still have not responded to the jet that is not working in the hot tub, the scratches, the credit back from the stairs that were returned unopened as well as the chemicals that weve had to use to redo this which will be 3rd time this spring when the correct soft tread is installed. I accept the $150 for the water usage credit which I will consider the drain they do & refill in the spring of **** as in that amount. 
  Regards,
  
  ***********************