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:03/24/2023

  Type:Billing 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.

  Purchased hot tub on 1/28/23. At the time we wanted to pay the entire amount with our credit card. Sales rep said we could make 12 monthly credit card payments with zero interest and still take advantage of our sky miles. He also said we’d get a cash discount if we paid early.
  
  I went to pay off the hot tub with our card and found out we can’t use a credit card for payment and we would not receive the $500 cash discount. This erroneous information cost us $1,200.
  
  I called thermospa rep who referred me to Sales manager Jessica ******* who will not return my calls.
  
  We are seeking $1200 in cash discount.
  
  Between the c

  Business Response

  Date: 03/28/2023

  Hello Mr. *****,
  
  We sincerely apologize for any miscommunication regarding the
  use of a credit card to pay off your financing balance. Our records show that
  our Regional Sales Director, Jessica, was able to connect with you on 3/23 to
  discuss this issue further and work with you towards a resolution. If you
  should have any questions on this matter in the future, please feel free to
  contact Jessica directly for assistance.
  
  Best Regards,
  ThermoSpas Customer Delight Team

  Customer Answer

  Date: 03/28/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** * ***** **

• Initial Complaint

  Date:02/07/2023

  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.

  Purchased a thermos spa, hot tub. Delivered on December 6. We filled it up on December 12. The next morning it was sitting in a puddle. I texted the sales person and they suggested that I call Thermospas immediately. Called four times over the holidays and got no response. Called again and emailed after the holidays. Finally got a response in late January meanwhile, I had been filling the tub every other day with buckets of water, because I was told that water level c***ot go below the jets or air will get in the tubes. On February 6 a technician finally came to our place. Found that there were two leaks on both sides of the tub where the manifolds were not hung properly. Some of the tubes are bent and the tub has been sitting in water for two months. It’s a treated lumber frame. The technician remarked that it wasn’t made very well. We purchased this because it’s marketed as being long lasting, and they include a service plan. We purchased a service plan, but we have gotten poor service. I have tried to write a review to warn other consumers about this product but they do not have a place for that on their website.
  
  Even though returning the tub and getting a refund will still cost me money because it was $1600 to install an outdoor fuse box, I feel that I don’t w***a be in a relationship with this company any longer. And the whole reason that I bought a hot tub was so that I could relax and this experience was frustrating and disappointing.

  Business Response

  Date: 02/14/2023

  Hello ***,
  
  We apologize for the delay in service. Our records show that
  we were able to complete a service appointment for you on 2/9 to fix the leak.
  Additionally, per your conversation with our National Service Director, we will
  be replacing a trim strip, returning in 60 days to inspect your hot tub again
  to make sure there are no outstanding issues and have offered compensation.
  
  If you should have any further questions please email us at [email protected] or call
  ###-###-####.
  
  Best Regards,
  
  ThermoSpas Customer Delight Team

• Initial Complaint

  Date:01/31/2023

  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.

  I purchased my spa 10/2020 and did not receive it till 8/2021. I have called with numerous what should be warranty issues and most recently 12/19/2022 spent two hours on the phone to finally speak to a gentleman with Tech/engineering for the company Shawn, do not have his last name. He agreed to submit a work order for them to cover a service tech to come make needed and all repairs to my spa because in the time frame my unit was built they were changing manufacturers of parts and that this should not be a part that would fail in 14 months. I called today because it's been over a month and I was informed that nothing was in the system for my complaint. They will send me the part but they are not sending a tech and not repairing my water leak or my control panel. For almost two months now my pump has not worked so one seat/side of spa does not work at all.

  Business Response

  Date: 02/09/2023

  Hello ********,
  
  We are sincerely sorry about the miscommunication while attempting
  to order your replacement parts. We are indeed sending you the necessary parts
  for replacement and once the parts arrive, we will have a local field
  technician contact you to schedule your Service Appointment to complete repairs.
  At this time our records show that we have already initiated contact with your
  local field technician, you should expect to hear from them soon for
  scheduling.
  
  If you should have any further questions, please feel free to
  email our Service team directly at [email protected] or call ###-###-####.
  
  Best Regards,

• Initial Complaint

  Date:01/25/2023

  Type:Product 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.

  I think it was the first of November but deliverey was ithe end January I got to get in three times and the water gushed out. They said the tech would be here in 24 hrs. And they have not even called to schedule a date for service.

  Business Response

  Date: 02/03/2023

  Hello ****,
  
  Our records show that a field technician was able to speak
  with you and complete a service appointment on 1/30 to address the issues you
  may be having. If you should need further assistance at this time, please
  contact our Service Department directly at ************** or email **********************
  
  Best Regards,
  
  ThermoSpas Customer Delight Team

  Customer Answer

  Date: 02/09/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:12/09/2022

  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.

  I spent $20,000.00 on a brand new Thermospa that I recieved 1 month ago. It worked beautifully for 1 week and then the water temperature started to go down. I have made phone call after phone call and no one is returning my calls or sending someone out to take care of the problem. If it isn't fixed in the next 2 weeks I want to return the spa and get a refund.

  Business Response

  Date: 12/20/2022

  We
  sincerely apologize for the delay in getting you a Service Appointment set up.
  Our records show that after reporting the issue on 12/5, a field technician was
  able to go to your home on 12/13 to address any issues you were having with
  your hot tub. If you should have any questions, please contact our Service
  Department directly at ###-###-#### or by email at **********************
  
  Best
  Regards,
  
  ThermoSpas
  Customer Delight Team

• Initial Complaint

  Date:11/21/2022

  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.

  We purchased a spa in June of 2022. We were sold a name, warranty, and service promise of 24-48 hrs.
  
  Spa delivered on 10/6/22. 10/29, we found a leak and missing jet spinner. We called 10/31 (no support after 3p sat) and told we would be contacted in 48 hrs to schedule service. 11/3, parts arrived, called back for status of service. Advised “3-5 business days to get a service scheduled”. 11/10, called for an ETA and was told “I have no idea, it’s usually 48 hours”. Same day, I emailed customer experience manager at Sales reps direction, asked for assistance in getting service. Service manager never replied. 11/16, called back, told to call back at end of week and they would help escalate the issue. Friday 11/18, called 4pm and was asked to hold while they called service, waited 20 minutes call was dropped. Waited for Thermospas to call me back but nobody called. I called back again 515p, told I would need to wait till Monday since dispatch was closed for the day. Asked for an escalation and I was told I would be transferred to a supervisor. Was xferred to a mailbox and never received a callback.
  
  I feel ThermoSpas has not made any effort to provide good customer service. I purchased from ThermoSpas because of the name, warranty, and service promise and to this point, our $15k hot tub has been broken for half the time we have owned it. We paid 3X the price for an empty promise, only to be disappointed and ignored.
  
  To correct this interaction, ThermoSpas need to schedule an emergency service call within 48 hrs. We should also be reimbursed this months payment (275.00) since the product has been broken for 3 weeks and they have exhibited only complacency to us regarding support.
  
  If ThermoSpas won’t resolve, I request the product be returned for a complete refund. This is not the outstanding product or support promise that was sold to us and to date, no reasonable efforts have been made.

  Business Response

  Date: 12/02/2022

  We sincerely
  apologize for the delay in servicing your hot tub. Our records show that a
  service technician had received the needed parts for repair and was able to
  address your leak resolving this issue. Regarding your request for compensation,
  one of our Service Dispatchers is currently working with you on this and is
  waiting for an email response from you. If you should have any questions, please
  continue to communicate with our Service Dispatcher directly so she can best
  assist you.
  
  Sincerely,
  ThermoSpas
  Customer Delight Team

• Initial Complaint

  Date:11/16/2022

  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.

  From day one I had problems with my hot tub that needed addressed. I was promised with a referral I would receive extra spa supplies never got them! I had problems with jets, boards on outside damaged that needed addressed yes they were. Then couple months ago I called letting them know that my hot tub would not work at all as if it was tripping the breaker. I had a electrician come out it was not the breaker it was a hot tub and when he opened up underneath saw that it was leaking as well. I talked to the company a couple times they kept telling me somebody was going to get a hold of me to come out no one did finally somebody got a hold of me weeks later came out couldn’t fix everything thought they fixed it at least so I could use it another one of the pump still doesn’t work correctly . Also the wood underneath is damaged I’m sure from all the water. I received an email the other day again about a work case and so I want to be contacting me and that is just obviously a mass email because I have not heard from anyone from the company and never did. It was my biggest regret buying from this company because the customer service is horrible and for the price of the product it’s very disappointing! I bought this from this company because I had back surgery last year it was hoping to use it and this year in October I was in a severe accident in the one thing I really need it again for my back and neck with my hot tub and I was not able to use it at all for over 2 weeks and I really needed it. It’s not something as a single mom with a boy in college I could afford but I was willing to try anything for my back to be okay!!

  Business Response

  Date: 11/29/2022

  Hello Ms.
  ********,
  
  We sincerely
  apologize for the delay in servicing your hot tub. Our records show that a service
  technician was able to complete the needed repairs for your hot tub on 11/22.
  Regarding the referral credit, we have followed up with your Design Consultant
  regarding this, they will be reaching out soon to review this process. If you
  should have any questions you can contact our Service Department at ###-###-####
  or by email at **********************.
  
  Sincerely,
  ThermoSpas
  Customer Delight Team

• Initial Complaint

  Date:10/21/2022

  Type:Product 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.

  When we purchased our spa we were advised of the referral program. Our son recently purchased a new home and ordered a new spa per our recommendation. After delivery he provided me with the sales representative contact information so we could receive our referral credit. To date we have received nothing.

  Business Response

  Date: 11/03/2022

  We’re sorry to
  hear you have not yet been contacted. We have informed our National Sales
  Director of this and someone will be contacting you within the next 48 hours to
  assist you.
  
  Sincerely,
  ThermoSpas Customer
  Delight Team

  Business Response

  Date: 11/23/2022

  Hello *****,
  
  We apologize for
  the delay in response, your Design Consultant will be reaching out to let you
  know more about your referral credit and when you can expect it. If you have
  any questions in the meantime, please feel free to contact us directly at
  ###-###-####.
  
  Sincerely,
  ThermoSpas
  Customer Delight Team

  Customer Answer

  Date: 11/28/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  

   

  I received correspondence today stating that the business has responded. The response stated i would be contacted by the design consultant and if I had any questions I could call *** *** ****. When I called the *** *** **** I was advised they were only the service and repair department and had no way to assist with referral program. The lady I believe her name too was Maureen said to contact *** *** **** for the sales department. When I called this number it appears to auto disconnect. 

   

  Please assist

   

  Thanks

  
  
  
  
  ***** *******

  Business Response

  Date: 11/29/2022

  Hello Mr. *******,

  
  We apologize for the miscommunication from our representative that you recently spoke with. Your Design Consultant, Tim N**** had left you a voicemail on 11/23 regarding your referral credit. At your earliest convenience, please contact Mr. N*** so that he can review further with you and finalize this process.
  
  Sincerely,

  ThermoSpas Customer Delight Team

  Customer Answer

  Date: 11/29/2022

  
  
  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 PROVIDED I do indeed what is being promised. I gave yet to receive the products but have been told they are being shipped by Vanessa. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:10/14/2022

  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.

  We bought. Thermo spa in 2015, before it was a year old, we had to call for service, because it was leaking, they sent a technician and it was fixed. It started leaking again this year, the seals succeeded and with the leaks both pumps are out. I called about the warranty and all they offer is 25% discount on parts total $756 plus tax and shipping. We bought it for health purposes, and we ended up with just a piece of trash in our backyard. It’s all paid off $11,000 plus concrete pad, electric installation and a pergola $6,000 more. We provided all the maintenance required, filters changed when needed, water level was good, electric connections are good. We are in a fixed income and we can’t afford that price. My husband is an army retired and the main reason to get it is because he has mobility issues. Also the seats are melted and is not under warranty either. The poor quality of the seals made them leak and consequently the pumps were damaged. When they go over warranty they never explained that after certain amount of years is prorated. So we are at loss here

  Business Response

  Date: 10/21/2022

  We sincerely
  apologize for this inconvenience. Due to the age of your hot tub, your warranty
  does indeed cover 25% of the cost for parts. From the information provided here
  it seems it’s possible there may have been an imbalance with the chemicals used
  in your hot tub over time to cause the issues mentioned. We recommend further
  reviewing with our Service Department to best understand these issues and prevent
  them from causing any further damage.
  
  Sincerely,
  ThermoSpas
  Customer Experience Support

  Customer Answer

  Date: 10/24/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Imbalance with chemicals used is a poor excuse for both motors failing, we took good care of that hot tub, we didn’t pay that amount of money to not take care of it.  We bought it because all my husband’s health conditions.  And now we ended up with another piece of junk in our backyard, if would know about a poor warranty and I was told ten years,  on what? We can’t afford to buy those parts.  When the salesperson came in he said you have the best warranty in the market,  ten years.  I personally know people that have their hot tubs with other companies and didn’t pay that much money and they have it for years without any issues.  And I supposedly got the best and ended up with a junk with no back up from the company.  But hey they’ll do and say anything just to sell
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 11/04/2022

  Hello *** *********,
  
  We have let our
  Service Department know you are in need of further assistance. Someone will be
  contacting you within the next 48 business hours to further review the terms of
  your warranty and help troubleshoot the issues you are having.
  
  Sincerely,
  ThermoSpas
  Customer Experience Support

• Initial Complaint

  Date:10/03/2022

  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 ordered Spa March 2021 with expected delivery of March 2022. We paid a little over $4000 down payment. We had to pay them $18,000 prior to delivery which did not happen until July. It was delivered dirty. We also had damaged casing on shell. After several text messages and complaints that the spa was delivered on July 6th but it took 3 weeks to get someone out to do the orientation which really wasn’t an orientation. We just learned about chemicals to use and paid $150 to that 3rd party for test kit. So it took more text messages and calls from me to try to get help figuring out how to use swim in place feature for exercise. No videos to show how to use accessories. I’m not sure if I got everything because we never got a sales invoice. We need sales invoice if we ever need to get it fixed because it does have warranty but they won’t supply it and what we paid. We are receiving bills now for the additional financed portion of $15,000 from there ***** ***** spa division. I’ve talked to the sales director because he reached out to me after the person who sold us the spa got on them about the support issues we are having. She got them to get someone out here to clean it Then we filled it and got the chemical training. But our main concern is we bought this to swim and nobody is giving us instruction on using the swim feature against the jets to stay in place. The support line said they would send an email with instructions how to use our accessories but never got it. It’s not in manual the manual just has care instructions which by the way. We would like to have a professional service our spa. Taking off panels to look for things and cleaning things etc is not something we should be trying to do. We have not had training on it. Don’t even understand half of it. It’s October and we got in the spa and it seems like the sales director and manager think that is enough and we on our own figuring out how to swim. Panel still sitting here after 3 mo

  Business Response

  Date: 10/12/2022

  We’re sorry to
  hear there have been some issues regarding the startup of your SwimSpa. Our Service
  Team has followed up with your local service technician regarding scheduling
  your service appointment to replace your panels and review how to use your SwimSpa.
  Additionally, one of our in-house technicians will be following up with an
  email explaining the exercise equipment and how to use your SwimSpa. If you
  should have any further questions, please reach out to our Service Department
  directly at ###-###-#### or by email at ***********************

  Best Regards,

  ThermoSpas Customer Experience Support

  Customer Answer

  Date: 10/13/2022

  
  
  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.  
  
  
  
  Sincerely,
  
  
  
  ******* *******