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:02/07/2025

  Type:Order 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.

  On November 7th, 2024 I reached out and asked for ****** ********* to contact me regarding a spa. He came highly recommended by my brother and sister-in-law. After speaking to him in email and a few times on the phone. On November 11th, I reached out to him to let him know that my husband and I were going to hold off on getting a swim spa because my husband was having major surgery and he was going to be off for ************************************************************************************* having our fence and porch cut back to accommodate a swim spa. ****** said well if you put even $1000 down that locks you in at this years price instead of getting the new year increase. On November 15th he told me that if we put just $500 down that would "lock in the price" for us and that we would have 11 months to take delivery. I specifically asked if we paid the $500 and it didn't work out would we get our money back. He said yes I will make sure if you put money down that you get it back if it doesn't work out for you but I hope that it does.We had talked to ****** and another gentleman at the business when we made a payment of $1000 and talked about paying more money on our account so that when we decided were ready we could finance less. They were all about that.We never signed a contract or were shown any policies about money being paid. ****** told us we could have our money back that we put down if it didn't work out. and in ******** own words he said " You kept paying a few more payments on it so I assumed you were ready for it and I went ahead and ordered it" We NEVER asked for it to be ordered. He had emailed me in early january and asked if I knew when we would be ready for it and we said "probably" late March early April but we were not sure and he said thanks for the update.I found out I need to have major surgery and I have to pay out of pocket. ****, the manager emailed me and said we could NOT have our money back per the contract and policy.

  

  Business Response

  Date: 06/26/2025

  To whom it may concern,

  Thank you for the opportunity to respond to the concerns raised by **** ***** regarding her recent swim spa purchase with our company.

  We understand and empathize with the unexpected health issues that she and her husband are experiencing. However, we would like to clarify the facts and contractual obligations related to this transaction.

  In November of 2024, the customer placed a $1,000 deposit toward a specially ordered swim spa. At the time of the deposit, she acknowledged and agreed to our clearly stated no cancellation policy, which is in place due to the customized nature of these units. The swim spas are not standard inventory items and are built-to-order per customer specifications.

  Over time, **** made additional payments totaling $4,000. Based on her continued payments and communications, including recorded conversations confirming her intent to move forward, the swim spa was officially cleared for order with the manufacturer. At that point, we were contractually committed to the purchase on her behalf. Had these additional payments not been made, it was communicated that she would receive a refund for her initial deposit if something were to come up. 

  It was only after the unit was in production that she informed us of her desire to cancel due to personal medical concerns. While we are sympathetic to her situation, we have been transparent in communicating that the swim spa had already been ordered, and per our policy, which she agreed to in writing, the sale is non-refundable.

  Our team has made every effort to address her concerns professionally and respectfully. We also advised her that we are unable to cancel or refund this order due to our contractual commitments with the manufacturer, and the custom nature of the product.

  We regret that this has become a source of frustration for the customer. However, we are obligated to uphold the terms of our agreement and ensure fairness in how we manage all customer transactions. 

  Thank you for your time and consideration.

  Sincerely,
  ***** *******

• Initial Complaint

  Date:07/15/2024

  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 bought the Hot Tub in July of **************************** August of 2023. It came damaged and we should have refused it then, but didn't as it was cosmetic, and I fixed it. On June 29th 2024 a sensor went out causing a high heat warning and the jets and the hot tub no longer work. I called the company on July 1st, but couldn't get a hold of service, so I told the sales department the issue and was told the service department would get back with me. I didn't hear from them, but I waited a week due to the Holiday. On July 8th I again tried to contact service and left a phone message. On July 9th I stopped into the sales office and was told service was gone but the would make sure I got a call the next day. I called back the next day and the day after and still no word from the service department. I stopped in again on July 12th and was told service was gone for the day. They advertise great customer service but that isn't true as its been two weeks and not one call back from their company. For me there has been no service after the sell and I wish I had never went with that company.

  

  Business Response

  Date: 07/15/2024

  Dear ***********************,

  We sincerely apologize for the inconvenience and frustration you have experienced with our service. At **********************, we take customer satisfaction very seriously, and we regret that we did not meet your expectations.
  We had made multiple attempts to return all of your calls and are pleased to inform you that we have now contacted you and scheduled a service appointment to address the issues with your hot tub. Our goal is to resolve this matter promptly and ensure that your hot tub is functioning correctly. We are committed to providing the high-quality customer service that we promise and that you deserve.
  

  Thank you for your patience and understanding. If you have any further questions or concerns, please do not hesitate to contact us directly.
  
  Hot Spring Spas

• Initial Complaint

  Date:01/23/2024

  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.

  Returned from vacation to find brand new hot tub frozen. A hot springs rep told me to wait until the frozen water melted so they could work on it. In April, a technician, ****, came out filled it with water and said we would be out on a list to have a crane come and return it to the main store and look at it. I never was called, so I called several times and was spoken to very rudely about how the list was so long because many other people had the same problem happen. I started to call regularly for check ins and was always brushed off. I finally started to *****, the guy that sold us the hot tub and he said that was unacceptable and he would have the service **** call me so that we could get a new hot tub. That did not happen. I was called by the service **** 2 times in the last 3 months and they only left a message to call them back, which I did. They never called back. Only when I mentioned I would elevate this issue, my call was returned. **** apologized profusely and said their department was horrible before and he is sorry they dropped the ball. I got a call back to me today and he turning the situation around back to me and how could I expect to get it replaced or pay for a crane. I was spoken to very rudely and asked to speak to the manager and he said the manger would tell me the same thing. My husband heard the entire conversation. I called my home owners insurance company about this issue and they made a claim but they are unsure if any of it is covered. The pipes going to the tub were intact. The out fuse box was intact. This was purely a problem with the hot tub. We were away for 7 days and would not expect our brand new hot tub to break down.

  

  Business Response

  Date: 02/05/2024

  Dear *****************************,

  Thank you for your communication regarding the issue with your hot tub. We have communicated with you regarding this issue on your 2020 hot tub that was delivered in September of 2020. Over the past 3 months, we have 17 documented calls to you. Unfortunately, the freezing damage is considered a homeowners insurance issue, as it falls outside the scope of our factory warranty. We understand the frustration this may cause and appreciate your patience. If you have any questions or need further assistance, please don't hesitate to reach out. As you mentioned we suggested referring to your homeowners insurance policy.

  Best regards,

  Hot Spring Spas

• Initial Complaint

  Date:08/04/2022

  Type:Customer Service 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 a hot tub last year and it was delivered fall of 2021. Recently we have been in contact with the company because our new hot tub is throwing an error message and it is not usable. We live 2.5 hrs away from where we made our purchase. The company has not made any attempts to communicate about setting up a maintenance call. We have called over 8 times. We spent over ****** dollars and never once did they state during the selling process that maintenance would be an issue due to distance. They even told us there would be no charge for maintenance calls. We're were sold on exceptional customer service and how they take care of their customers. I am upset due to the lake of communication. I just want someone to let me know when we can expect our hot tub to be fixed. Today when I called the service manager gave me no sense of a time line, only went over service fees with me. These were never explained upfront at the time of sale. I feel like we were lied to and taken advantage of. There is a local spa dealer we would have supported, but instead we were mislead.

  

  Business Response

  Date: 08/09/2023

  Customer satisfaction is always our top priority at Hot Spring Spas. We have always returned all of the phone calls made to Hot Spring Spas. We have addressed the issues in the complaint and we have resolved the customer issues with the hot tub.

  Per the customer's desired resolution we resolved it directly with the customer at the time of the complaint.

   

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

  Hot Spring Spas