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:06/08/2023

  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.

  Contacted co 1 month after getting spa from dreamaker spas. Order ***********. Valve in unit needed replacement. After time co said I was out of warranty. Unit was purchased through wayfair Co. They do not support the warranty.

  Business Response

  Date: 06/08/2023

   

  Mr. ***** did reach out to us on 9/26/2022 with an issue occurring with a waterfall valve. Although the part is not under warranty, it was sent. These control valves are considered wear and tear items and are listed under the warranty for ******** **** as such. We have helped Mr. ***** by sending the part but labor is not covered as it is not part of the warranty for this item. Dream Maker is upholding its warranty terms.

  Warranty link below:

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

  Thank you.

   

  
  

   

• Initial Complaint

  Date:06/01/2023

  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.

  Bought a Dream Maker spa EZS-UHS—GG and ********* last June I believe . Started making phone calls in July and 10 emails since November for Hot Tub always in OH mode ( over heat ) and sometimes just no power. To start sporadic to no contact then finally someone sent me a new motherboard which appeared to work very briefly before having same problem ever since. Ive got very little use of this hot-tub and was made to fix it myself. My warranty did warrant a technician i guess cause it was past a certain amount of days maybe 30-60 cant remember. It should had been covered since i didn't even receive it on time. Anyway I replaced board and after it stopped working made multiple phone calls with no response cause they stated they have been updating something and started to fall behind in calls. Started to email in November. 10 emails. I have them all. Again sporadic responses. Finally i agreed just to pay for a tech but never a response again . I have a 3000 dollar cereal bowl in my yard since last year. Also have records of all calls on top of emails. To their credit they called recently that i missed but never answered my return call. Im assuming my tub will never get fixed and i was allowed to give them 3000 dollars
  For a piece of plastic. If no one is gonna fix my tub at least we can stop more people from buying from this company.

  Business Response

  Date: 06/08/2023

  Good afternoon , 

  The serial # on this tub * ********* is showing that there is no labor active on the warranty however the last communication is showing that on June 7th we spoke to the consumer and sent a free part under the parts warranty only.

  From the last communication this consumer is taken care and has the part to fix their tub. If any other questions please feel free to have consumer reach out to us at 888-768-6772.

  Link of warranty below.

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

  Thank you .

   

   

• Initial Complaint

  Date:01/24/2023

  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 purchased a hot tub from Dreammakers Spas and the cover ripped on both sides very easily, because the fabric was so thin. We were well within warranty, but the company refuses to send a replacement and ignored numerous calls, voicemails and emails. The manager from the location we bought it from has also tried to get our issue resolved and experienced the same run-around that we got with no resolution.

  Business Response

  Date: 01/25/2023

  Dream Maker has reached out to the customer requesting more pictures . With the response of pictures we have sent them to the manufacturer of the cover.  A new cover replacement in place of the defective product will be shipped in the next 3-5 days.

• Initial Complaint

  Date:01/09/2023

  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 a Dream Maker Hot Tub through ******** Pools. Leslies and Dream Maker no longer are affiliated, and I was told all warranty claims needed to go directly to Dream Maker. I sent the company an email on 12/2/2022, and made two phone calls regarding this claim and I did not receive any return correspondence. The heater element, which is covered under warranty, died and I needed to have a local repair person fix and replace the parts out of pocket. I am seeking reimbursement for the repair cost which was $353.60 I took delivery of the tub in December of 2019

  Business Response

  Date: 01/25/2023

  Dream Maker Spas will reach out to the consumer and apologize for the inconvenience they had and explain the My Life Warranty.

  We have located the customers information and the My Life warranty states "there is a 1 year labor coverage on the heater assembly" , this would be past the purchase date of 12/2019. 

  If there is any questions please feel free to reach out to us at ************. Thank you .

• Initial Complaint

  Date:01/05/2023

  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.

  I purchased a spa from AquaRest spas, same address as DreamMaker, and it was delivered beginning of December. I set up the spa 12/12 and had an issue with the jets. the way the warranty works, buyers are to contact Dream Maker with warranty issues. I phoned them on 12/12 and again on 12/13. I also sent a formal warranty letter to Aqua Rest outlet. I NEVER got a response. I researched the issue on line and resolved it myself. As the water was heating (so no concern with freezing and ruining tub) this was not a concern. Then on 12/31 the electric stopped working. this is a real issue and very concerning because if the water freezes the tub is ruined. I called Dream Maker I left a message on 1/2 (they were closed for holiday) . I called again on 1/3 and left a message. I also contacted Aqua Rest later on 1/3. I had a repair person out at my own expense and they indicated I need a new GFCI cord and it could take awhile to get one. I told the Aqua Rest person this. She informed me that Dream Maker was in the office because she had been emailing them that day and said she would email them with the issue, explain I had been calling and copy some people up the chain so they would respond. They did not respond as of today 1/5. if this does not get repaired my spa could freeze and be ruined. I have told my local repair shop to order the part and intend to repair the spa at my cost. I am concerned if this part takes too long that the spa will freeze. I am sending Aqua Rest a Written warranty complaint for the record today (they are obliviously in the same local and likely owned by same people) . the Spa Owners manual lists that address to send written complaints to. It is not acceptable that these people have not responded to the complaint from 12/12 at all and that they now know of an issue that causes the spa not to heat and have not responded.

  Business Response

  Date: 01/11/2023

  Dream Maker Spas received the required information on 1/10/2023 to open a warranty claim. The consumer is working directly with the supervisor of the Consumer Care Dept. Dream Maker Spas is committed to resolving this issue with the consumer, according to the stated warranty of the product.

  Business Response

  Date: 01/19/2023

  Hello,

  Dream Maker Spas is providing warranty coverage for this claim, according to the warranty policy of the product. Our CSR has been in contact with the consumer numerous times, including today 1/19/2023. Dream Maker Spas shipped the necessary parts for repair, and is sourcing a technician in the area to provide service. The parts and labor are covered under warranty. 

  Thank you,

  JaimeLee W*****

  Customer Answer

  Date: 01/24/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18804495, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:01/04/2023

  Type:Billing 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 ordered a motor several months ago, no motor. *** called several times, no reply. *** emailed several time, no reply.

  Business Response

  Date: 01/10/2023

  The item the consumer purchased is on back order from the pump manufacturer. Dream Maker advised the customer of this back order, as well as issued a refund on 1/6/2023 for the purchase amount of $401.06. This issue has been resolved.

• Initial Complaint

  Date:11/09/2022

  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 purchased the Dreammaker Spa hot tub from Wayfair on 4/14/2022. The item arrived on 6/17/22. I waited a few weeks for construction in my backyard to finish before placing the tub in its place and turning it on. Immediately upon setting it up, I realized that the hot tub arrived defective.
  
  The drainage hose was heavily lodged in insulation foam and was unable to be retrieved. I made contact immediately with representative Iris on July 5th, 2022. I stated that not only was the drainage tube not available, but the LED light was also not working. I let her know I got a bad product + if this is a problem that is too difficult to solve, I want to return the hot tub in the event we got a "lemon"
  
  She said no need to return it, and she would find a technician to service the tub. Over a month later, with no traction on their end, I called out of frustration and they suggested I find my own service guy and they'd foot the bill. I found a tech, he was unable to solve the problem.
  
  Now cut all the way to September, more than 90 days beyond its initial set up time, and more than 5 months from the date of initial purchase. The jets now no longer powered on, and the hot tub was unable to heat. I grew frustrated, contacted them directly again and stated that now in addition to the other problems, we now have an even larger one and threatened a BBB complaint, and suddenly, they were able to find a technician to service the tub for all three issues.
  
  Now it's October, + the the hot tub jets/fuse are no longer working again. I called them and they said I am on my own and will send me parts but will not service the tub because I am beyond the 90 days. I explained to them that had they serviced my tub immediately and not made me wait months, this would be a non issue.
  
  If I returned the tub, this would be a non issue. I was essentially tricked/lied to into keeping the tub, then given slow service and now I am screwed, unable to return or get warranty service.
  

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/11/21) */
  Dream Maker Spas Customer Service Dept remedied the original issue in October 2022 according to our warranty. The customer reported a light and drain issue in which we contracted a technician and serviced the spa.
  Recently the customer contacted us again with an issue of a fuse. Fuses are not covered under warranty, however Dream Maker provided the fuse at no charge. The consumer is responsible for installing the fuse. The consumer also stated the original issue from October was confirmed remedied.
  Dream Maker has honored the warranty of this product, and went above and beyond by providing the fuse.
  *********************************************************************************
  
  Consumer Response /* (3000, 7, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  What the vendor is stubbornly refusing to acknowledge is that upon RECEIPT of the hot tub, it was in essence, defective. It had a drainage tube that was lodged in so much insulation foam a technician would have to be required to come in, and fish it out and on top of that, the light was not working.
  
  I had 30 days to return it and that is what I wanted to do since in essence, the hot tub was a lemon. Iris, the service rep insisted they could have it fixed fairly quickly. It took them close to three months to get a technician out to me, which by then, had even MORE issues like the fuze blowing out which evidently is not covered under the warranty. It wasn't until I said I was going to file a claim with the BBB that they miraculously were able to send a tech out within a week.
  
  The BOTTOM line is - they were unable to service the hot tub for close to 3 months rendering me unable to return it even if I wanted to. Had I known they were going to take this long to service it and it would be this much a headache, I simply would have asked wayfair for an exchange.
  
  Shortly after they serviced it (less than a month), the fuze blew out again. This hot tub is a lemon and they knew it was a lemon and then waited months to service it and then finally have the gall to tell me its past the 90 day warranty.
  
  Had I been able to return it in the first place we would not be having this conversation.
  
  At the very least a new fuse should be sent out and a repairman sent out to fix this issue on their dime and then this BBB complaint remain up so that future consumers are aware of their inadequate, far in between poor customer service.
  
  
  Business Response /* (4000, 9, 2022/11/29) */
  Fuses were provided at no charge and shipped on 11/11. Tracking number*************. Fuses are not covered under warranty, however they were provided and shipped at no charge. The consumer will be responsible for installing them.
  
  
  Consumer Response /* (4200, 11, 2022/12/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They are shipping out the fuse at no cost, but that still does not address the root of the issue. Notice they did not acknowledge anything that I had shared about the poor customer service.
  
  This defective tub should have been returned and their customer service team essentially misled me into keeping the tub insisting that the tub would be able to be serviced within a reasonable time frame after I reached out again to express I was concerned because I was soon going to surpass the 30 day return policy.
  
  Once the 30 days were surpassed, I was unable to return the tub and then it took them another month to service it after I had threatened BBB. After fixing it, less than a month, the fuse that they repaired for me went out again. This tub was a defective tub from the beginning with chronic issues.
  
  So while I appreciate their sending out a fuse (which has a value of less than $5 I see), this does not solve the ROOT of the issue which is the tub was defective with many problems and their - unorganized - poor customer service that rendered me unable to exchange/return the tub and then get stuck with this one.

• Initial Complaint

  Date:11/04/2022

  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.

  2/20/2022 Placed Order for Dream Maker Spa with *******, paid $2,751.48. On 4/4/2022 the Hot Tub was delivered. On 5/22/2022 noticed some water around outside bottom of tub. Contacted ******* on 5/27/2022 that hot tub was leaking; was told I would have to contact Dream Maker as it was past *******'s 30 day return policy. Contacted Dream Maker the same day, 5/27/2022, spoke with rep who then emailed us to get the process started. For the next few days (5/27/2022-5/31/2022)emails went back and forth, sending photos of the leak and answering questions/troubleshooting. After not hearing back from Dream Maker Spa's rep for what the next steps would be, I emailed on 6/3/2022 and 6/8/2022, still no response. On 6/13/2022 I called and spoke with another rep who informed me that our first rep no longer worked there. We then went through the same process with new rep, sending photos, troubleshooting, etc. On 6/20/2022 rep emails they are looking for a technician; On 6/30/2022 rep emails techinican's name, however, that company was 2 1/2 hours away; On 7/6/2022 rec'd email with another tech name and that they would be contacting me. Did not hear from any one. On 7/14/2022 requested update; On 7/18/2022 rec'd email that Dream Maker needed to start over searching for tech; I had to contact the tech directly to get them to come out. On 7/28/2022 a tech finally showed up to give "estimate" not fix it; On 8/1/2022 was told tech would be out to fix spa; 8/22/2022 tech attempted to fix spa but needed additional parts; On 9/2/2022 tech came out and said spa is fixed. On 10/21/2022 Spa is still leaking contacted Dream Maker by phone and email; no response. On 10/31/2022 left message, still no response. On 11/1/2022; called again, was transferred to a few people and ultimately told our "labor" warranty expired after 90 days. It took OVER 2 months to even get a tech out and 3 1/2 months to get it supposedly fixed, which it is not. I have all documentation, emails, texts, etc.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 8, 2022/11/21) */
  Dream Maker Spas is committed to supporting the warranty of this product. We are currently sourcing a technician in the consumers area to assist with onsite service. We are confident the issue will be remedied once a technician is contracted for the service call.
  Dream Maker Customer Service Representative has informed the consumer and will continue to update her.
  
  
  Consumer Response /* (3000, 10, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response. The company sends emails/statements of what they "WILL" do but then there is never any follow up or action taken. If the company says they are committed then they need to SHOW they are committed. It took over 2 months, and lots of emails from me, just to get a tech out the first time and then it took an additional 3 1/2 months to attempt to fix it and it wasn't even fixed and here I am STILL waiting. Now they respond that "they are confident the issue will be remedied ONCE a technician is contracted for the service call"? When will that be? Another 3-5 months? The first technician couldn't fix it so now I have to wait for another tech to try? I have been MORE than patient and understanding with their process but I have had this tub since 4/4/2022 and have YET to be able to use it. It's a Simple quick solution, either come get the tub and refund my money OR, replace the tub and take the broken one back.
  
  
  Business Response /* (4000, 13, 2022/11/29) */
  Dream Maker Spas was able to secure a service call on 11/23. Upon the results of this service call, Dream Maker Spas has decided to replace the spa with a new unit. We appreciate the consumer allowing us to follow our policy of attempting service in the field. We hope with the replacement of the unit, there is satisfaction from the consumer.
  
  
  Consumer Response /* (4200, 15, 2022/12/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  on 11/29/2022 I received a call from Iris from Dreammaker advising they would be replacing the tub. I did receive an order confirmation, however, the delivery address was wrong. Iris fixed that immediately and send back the revised order confirmation, however, to date (12/6/2022) I have not received any shipping information, not even an estimated shipping date. I emailed Iris today and requested same as I need to have someone at the house to receive the shipment and get the old tub ready to be picked up withn 24 hours as they requested I do. So Today I am replying that I do not accept this response, only because, although I received a order confirmation, I have no idea when I will be receiving the replacement. Unfortunately during this whole process the company has said they were doing things that they did not, so until I receive the replacement I would like to keep this open. I am hopeful that we are in the final stages and I will be able to close this shortly.

• Initial Complaint

  Date:10/29/2022

  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.

  We purchased our hot tub in January 2022. The cover of the hot tub began to deteriorate about 6 mths after delivery. We contacted Valley Pool and Spas, where we purchased the hot tub and they said they cannot help us and suggested we call the manufacturer. I spoke with someone and they reassured me that this would be taken care of. I had been corresponding through email but there has been no response as of late. Please see attached pictures of the cover and take note of the deterioration. This is not only unacceptable but a health issue because whatever the cover is made of, it is going into the hot tub. We would just like a new cover.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/01) */
  The cover has a 1 year warranty on workmanship, which includes stitching of the cover. For this claim, we consulted with the product manufacturer (Prestige Spa Covers) and they denied the claim under warranty since factors such as chemicals, weather, etc cause wear and tear of the item resulting in deterioration of the cover.
  Dream Maker Spas will provide a cover at no charge out of goodwill (not warranty) this one time. Dream Maker will not be able provide this goodwill gesture in a reoccurring manner.
  
  
  Consumer Response /* (2000, 7, 2022/11/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/24/2022

  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 an Aquarest Elite 600 Spa in January 2021. It is no longer operational, but is still under a 1 year warranty for parts. I've contacted their Customer Service line, but no one every answers.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/07) */
  We have called the consumer twice on 10/26 but was unable to connect. A voicemail was left. We will continue to reach out to the consumer.
  Dream Maker stands behind our product and the warranty to support it. We're looking forward to connecting with the consumer and assisting in resolution of their issue.