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Business Profile

Hot Tub Dealers

ThermoSpas Hot Tub Products, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tub Dealers.

Complaints

Customer Complaints Summary

  • 37 total complaints in the last 3 years.
  • 8 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/27/2022

    Type:Order 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 purchased a brand new ThermoSpa and it has not worked right since the day I bought it, it trips the GFI intermittently. I have called and been placed on hold for over 30 minutes each time. I ask to speak to a manager and I am given the run around. The service department number is not approachable, they either do not answer the phone or place me on hold at over 30 minutes each time. I made arrangements for a spa tech and an electrician to arrive at my house to figure out the problem. The electrician showed up, the spa tech did not show up. I am convinced ThermoSpa has defrauded me and does not stand behind their product and warranty. I have asked a manager to call me back and have not received any call backs

    Business Response

    Date: 10/07/2022

    We sincerely
    apologize for this experience as we are currently encountering longer hold
    times than usual, alternatively you can email our Service Department directly at ********************** and an in-house
    technician will be able to assist you within 24-48hrs. Our records show that
    you have since been contacted by our Service Director and have an appointment set
    up for 10/8 to assist your electrician with your final hookup.

    Best Regards,
    ThermoSpas
    Customer Experience Support

    Business Response

    Date: 10/07/2022

    We sincerely
    apologize for this experience as we are currently encountering longer hold
    times than usual, alternatively you can email our Service Department directly at ********************** and an in-house
    technician will be able to assist you within 24-48hrs. Our records show that
    you have since been contacted by our Service Director and have an appointment set
    up for 10/8 to assist your electrician with your final hookup.

    Best Regards,
    ThermoSpas
    Customer Experience Support

    Customer Answer

    Date: 10/20/2022

    The hot tub has not worked properly since. I am concerned about the lack of response from ThermoSpa and would like to have this issue resolved. Thank you.

    Respectfully submitted,

    ***** ****** 

    Customer Answer

    Date: 10/20/2022

    The hot tub has not worked properly since. I am concerned about the lack of response from ThermoSpa and would like to have this issue resolved. Thank you.

    Respectfully submitted,

    ***** ****** 

    Business Response

    Date: 11/02/2022

    We apologize
    for the delay in resolving this issue as the field technician needed to wait on
    ordered parts to complete the necessary work to repair your spa. Our records
    show that the field technician was able to address the issue on 10/28 during a
    site visit. If you should have any further questions you can contact our
    Service Department directly for assistance at ###-###-#### or by email at **********************.

    Sincerely,
    ThermoSpas
    Customer Experience Support

    Business Response

    Date: 11/02/2022

    We apologize
    for the delay in resolving this issue as the field technician needed to wait on
    ordered parts to complete the necessary work to repair your spa. Our records
    show that the field technician was able to address the issue on 10/28 during a
    site visit. If you should have any further questions you can contact our
    Service Department directly for assistance at ###-###-#### or by email at **********************.

    Sincerely,
    ThermoSpas
    Customer Experience Support

  • Initial Complaint

    Date:08/29/2022

    Type:Customer Service 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.
    My boyfriend originally bought his hot tub through ThermoSpa a few years ago and everything was fine. He called a few months ago to order a new cover. Thermospa at the time said their lead time was 6-8 months and recommended a third party company called My Spa Covers.com. He asked for the specifications and size of the cover and was originally told 87x79 from Thermospa. He then orders the cover from the third party, it comes and it’s too big by 2-3 inches. We realize we cannot get a refund from the third party company since it’s a custom cover and also we’re charged a $200 labor charge since they were unable to complete the job. I then call Thermospa to explain the situation in late July. One of the representatives tells me he’ll contact his manager and i will get a call. i wait a week, no call. i then call again to talk to another rep who was unfortunately awful, she cold transfers me into her boss “Mike Tierney’s” voicemail,i leave a message and again no call back. i then call a third time, get the same rep i originally talked to who tells me his boss was on vacation last week and will follow up. this was on august 16, 2022. it is now august 29, 2022. i have received no calls from management and don’t expect too. Also, each time i called and asked for the specifications i was told a different number. first 86x79, then 84x77 then 84x76. we literally bought our hot tub AND COVER from this company and they can’t tell us the proper specifications? So now we are $500 + $200 labor charge in the hole for a cover we can’t use. they have refused to take responsibility even though they provided us with the wrong specs and still have not provided us with what we know to be the right ones and have yet to call me back to assist with a resolution. i haven’t even been able to discuss the situation with a manager and their reps are unable to assist.

    Business Response

    Date: 09/09/2022

    Our In-House technicians are best able to
    address the appropriate size covers that are manufactured specifically for ThermoSpas
    Hot Tub and Swimspa models. Ordering a custom-built cover from a third party can leave room for error as we are not equipped to address cover sizes from manufacturers
    not affiliated with ThermoSpas, therefore we do not recommend doing so. Our
    records show that our In-House technician relayed we can order you a ThermoSpas
    cover replacement at 20% off per your Warranty, if you would like to do so,
    please contact our Service Department directly at ********************** or by phone at
    ###-###-####.

     

    Sincerely,

    ThermoSpas Customer Experience Support

    Customer Answer

    Date: 09/09/2022



    Complaint: ********



    I am rejecting this response because: we wanted to order from thermospa and they were the ones who GAVE US the third party info and said to order from them. also, regardless of who u order it from, we originally ordered it from thermospa and they have told us 3 different cover sizes so far. so how would ordering it from them have even made a difference since they clearly can’t confirm which one we actually need. i’ve called FOUR times over the last month and a half, asked for a manager everytime, have left a voicemail to a director specifically and have not received a callback yet so again, how would you like me to rectify the situation when i can’t even speak with someone to discuss it?




    Sincerely,



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

    Business Response

    Date: 09/22/2022

    Ms. **********,

    We appreciate this additional information you have provided. We
    have reviewed further with upper management; someone will be contacting you
    within the next 48 hours to further discuss and assist with a resolution.

    Best Regards,

    ThermoSpas Customer Experience Support

ThermoSpas Hot Tub Products, Inc. is NOT a BBB Accredited Business.

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