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:10/13/2022

  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.

  Hot tub ordered via ******* in June 2022. Delivered 9/23/2022. Used last on 10/4 Tuesday night, went to go use it on 10/7 Friday night and the temperature had fallen to 87 degrees. Went into programming mode and discovered Sb error indicating something was not heating correctly. Have called several times and left voicemails and also messaged on website. No return response from Company which is noted in other reviews as well.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/10/17) */
  Dream Maker Spas is committed to the warranty that is provided with the product. We apologize for the delayed response of your request.
  As of 10/17/22, we have your claim noted with CSR, Iris, and will follow this through to resolution. Currently troubleshooting of the product is actively taking place. Dream Maker will further assist with replacement parts or labor for servicing, if needed. We look forward to resolving this issue for the consumer.
  
  
  Consumer Response /* (3000, 7, 2022/10/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Iris contacted me Monday 9/17, I sent in information to her Monday that she needed and I had to reach back out myself 9/21 because she hadnt responded to me. Information you are looking for is not on my hot tub.
  
  
  Business Response /* (4000, 9, 2022/10/26) */
  Dream Maker has proceeded with processing a warranty claim. Parts have been shipped and we are actively looking to secure a technician to perform the service.
  Dream Maker is committed to the warranty of the product and following through with resolution.

• Initial Complaint

  Date:10/04/2022

  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 contacted Dream Maker Spa by phone regarding that my hot tub was leaking. I spoke with someone and they told me to Google my problem. They could not even recommend anyone to come out and look at it. So now I am stuck with a hot tub that does not work and out $3000. I also sent an email to the customer service department and have not received a response. I would like someone to contact me to discuss rather than tell me to Google my problem.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/08) */
  When the consumer contacted Dream Maker, the CSR communicated the product warranty to the consumer, explaining the parts and labor portion has since expired. The product was purchased at a fair/home show in 2019. The CSR also provided some contact numbers of 3rd party hot tub technicians in the consumers area. To source additional hot tub technicians, we recommend searching locally to find the 3rd party contractor that best suits the consumers needs.
  At this time, Dream Maker Spas has provided necessary info, however it is the consumers responsibility to contract the labor and parts for this claim.
  
  ******************************************************************************

• Initial Complaint

  Date:10/04/2022

  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.

  We purchased our hottub on Feb 19,2022. Model EZB-UHS, Serial #********** Beginning in August we noticed water level was low and a constant puddle on one side. I called 3x before actually reaching a person (left 2 voicemails, never once returned). This person I spoke to was named Danielle on 9/15/22, and she said to fill the water and let it go down to determine which jets were leaking. She then said to send an email to [email protected] with my findings so that the parts could be sent to me to do the repair (labor is apparently not covered in the warranty). I followed her instruction that evening and the NEXT DAY (9/16) sent an email to warranty. I have since sent 2 follow up emails all of which have not be responded to. It is now October 3rd and we have not heard back yet. I understand that a hurricane went through Florida, however this exchange occurred well before the hurricane hit. My simple request: Send parts or a repairman ASAP
  

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/10/08) */
  Dream Maker is very sorry for the delayed response. Replacement parts have been shipped as of 10/6/22, under warranty.
  The labor portion of the warranty is covered for 90 days, since expiring in May 2022.
  Our CSR is working closely with the consumer to reach final remedy. Dream Maker Spas is committed to standing behind the warranty to ensure it is operating correctly.

• Initial Complaint

  Date:08/26/2022

  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.

  I purchased a spa in January 2019 and was delivered in Feb 2019. $4000. We got three years of enjoyment from our spa. A few months ago it developed a leak. I reached out to the reseller SCM Relaxations for weeks, and they never responded to voicemail or email. We then left many voicemails for many weeks with no response to Dream Maker. Finally got a response via the email link on their website. After exchanging emails for many weeks, they tell me my spa is not covered under the part of warranty for them to send a tech to inspect it. I sent them pictures as they requested. They saw no visible crack and indicated it would not be covered by the 5 year warranty.
  This is a one piece (shell) unit that requires an experienced tech to troubleshoot problems.
  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 8, 2022/09/13) */
  Dream Maker Spas provides a 1 year warranty on parts and labor, and a 5 year warranty on the shell. Our CSR communicated with the customer in August, and determined there was not a crack within the shell, therefore not covered under warranty. The product is well outside the parts and labor warranty (expired February 2020) and the consumer will need to contract a hot tub technician in their area for remedy. They do not need to use the retailer who sold them the product, but can simply source any technician of their choice.
  
  
  Consumer Response /* (3000, 10, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  After hearing they would not cover the spa because we though it was a plumbing issue, I inspected the spa and found there actually is a crack. I have since notified them and emailed pictures as proof. it should be under warranty. I am waiting to hear back from them.
  
  
  Consumer Response /* (2000, 13, 2022/09/16) */
  Dreammaker has responded via email . They are starting a claim on my behalf. I will update as the process continues.

• Initial Complaint

  Date:08/25/2022

  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.

  Purchased an AquaRest Spa elite-500-5-person-29-jet-square-plug-and-play-hot-tub-with-ozonator through *******.com which was delivered on June 6, 2022. During the week of August 15, 2022, the motor would not run, no heat or bubbles. I contacted ******* on 8/20/22 to report the issue. They provided the dealer information, which is Dream Maker Spas. They were closed on the weekend, so I called on Monday, August 22, 2022. A voicemail system answered the phone, not a live person. The message said to leave a message and they would return the call in a day or two. I also send an email through their website. I have heard nothing, either by phone or email. I called again today and the voicemail system picked up again. They do not have a live person answering their phones. I contacted ******* customer service again and they also were not able to speak to a live person. After reading Google reviews and coming here, I see there are many complaints with this company. I am hoping that a complain here will trigger a response. $3,000 may not be a lot of money to a lot of people, but it quite a bit for me. I need my spa to relieve my fibromyalgia pain.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Dream Maker Spas has dispatched parts and is actively looking to secure a technician to remedy the issue. Dream Maker Spas is dedicated to remedying this issue via the product warranty. We are very sorry there was a delay in response.
  
  
  Consumer Response /* (2000, 7, 2022/09/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  A technician arrived today and fixed the issue. The problem with this company is communication. They did not respond to me until the retailer contacted them. Glad my issue was fixed, but the delays were unacceptable.

• Initial Complaint

  Date:08/22/2022

  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 a Elite600 6 person spa plug and play. It has been losing water since May 2022. I have contacted this company by email sent photos and haven't gotten any parts or response to my issue.. I told them that the shell is leaking sent pictures along with my bill of sale a picture of the jets the area it's in and they keep saying they do not see anything... I am beyond muse right now because this is only 2 years old and has a 5 year warranty on the shell. I have been dealing with someone by the name of Iris... she is absolutely no help
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/08/24) */
  The warranty claim was submitted for loss of water, in which the root cause has not been determined. The product is model year 2020 and outside the parts and labor warranty, and within the shell warranty. Loss of water can have different root causes (plumbing, equipment, shell, etc). In order to move forward with the warranty claim of the shell, the customer is required to provide photos showing the crack. The customer has provided some photos, but they do not show a crack within the shell. The warranty document outlines the requirement of photos for this type of claim. The customer will need to empty the water, and take photos showing a separation in the polyethylene.
  At this point in time, the warranty claim is on hold until the appropriate photos are provided.
  
  Dream Maker Spas stands behind their product and upholds the warranty of the product. We can reopen the warranty claim once the correct photos are provided.
  *********************************************************************************
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have sent numerous pictures to this company, they don't want to stick to there warranty.. and at this point I am at a loss of 3000.00 dollars. I want a new shell at this point
  
  
  Business Response /* (4000, 9, 2022/08/26) */
  Dream Maker Spas warranty outlines the detail of requiring proper photos for shell claims. If the consumer is unable to provide the photos, perhaps they would like to contract a hot tub technician in their area to assist them with sourcing the leak. At this time, the consumer has not provided the proper documentation/photos to move forward with this claim. I would highly recommend sourcing a hot tub technician in the area to assist on site.