Complaints

This profile includes complaints for Delaware Hot Tub Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Delaware Hot Tub Company has 2 locations, listed below.

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  Delaware Hot Tub Company

  30505 DuPont Blvd Millsboro, DE 19966

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  Delaware Hot Tub Company

  16779 Coastal Hwy Unit 3 Lewes, DE 19958-3698

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:11/26/2024

  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.

  Approximately 9 months ago I purchased a hot tub from this company. I was told there was a two-year warranty. About a month ago I had an issue with some of the Jets shutting off the air on low speeds. I contacted Delaware Hot Tub, they sent out a technician and the technician diagnosed it. The technician stated to me he had never seen that issue before. He called the manufacturing plant. They gave him a few suggestions to try. Apparently he didn’t have time to try them and stated they weren’t busy and he would try to get back that week. That didn’t happen.
  Today I had a conversation with the owner of the company, he explained they weren’t going to do anything and all this was normal. The first three months it did work normal and now it’s not working normal. It’s an issue and they refuse to correct it.

  Business Response

  Date: 11/26/2024

  Subject: Response to Customer Complaint Regarding Hot Tub Performance
  Dear [BBB Representative],
  We are writing in response to the complaint filed by a customer regarding the performance of their hot tub, specifically concerning the low-speed operation of the pump. We would like to clarify a few important details and address the customer's concerns.
  First, we would like to emphasize that the low-speed pump on this model is designed to serve a specific function. The primary purpose of the low-speed pump is to circulate the water through the filtration system, ensuring that the water remains clean and properly filtered. It does not generate bubbles or provide hydrotherapy, which are features activated by the high-speed pump.
  Here are the key points regarding the low-speed pump’s operation:
  Main Purpose: The low-speed pump is designed to circulate the water through the filtration system to maintain water quality. It is not intended to create bubbles or provide hydrotherapy effects.
  Operation: The low-speed pump runs most of the time, even when the jets are not in use. Its purpose is to keep the water circulating for filtration and heating purposes.
  Benefits: The low-speed pump prevents stagnant water and bacteria growth, maintains a consistent water temperature, and enables efficient distribution of chemicals throughout the tub.
  The customer’s complaint about the lack of bubbles in low-speed mode is based on a misunderstanding of the hot tub’s design. The low-speed pump is functioning as intended and is not designed to generate bubbles or provide a massage effect.
  We believe the customer’s expectations may not align with the functionality of this specific hot tub model, and we have made every effort to ensure that the hot tub is in perfect working order. We are committed to customer satisfaction and would be happy to assist the customer in understanding the specific features and capabilities of the hot tub to help resolve any confusion.
  Thank you for your attention to this matter. Please feel free to contact us should you need any further information or clarification.

  This is stated all over the internet and have many major factures to back up our claim. 

  Thank you for your time,

  Customer Answer

  Date: 11/27/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  Hello,I rejected the answer but had no area to provide feedback.Anyway the reason I rejected the answer was because the company agreed to provide me with evidence that this issue occurs on a regular basis.The evidence was supposed to be a video showing the issue occurring on other hot tubs. As of now they have failed to provide this further complicating the issue while increasing my mistrust in the company.Thank you,
  
  
  Regards,
  Complaint ID: 22608676