Complaints

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• Initial Complaint

  Date:03/18/2024

  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.

  Purchased SanSpa tub from ***************, installed Aug 2022 & began leaking November 9, 2023; still in warranty. A motor was replaced but then the tub stopped working altogether. Very difficult to get service from the retailer/installer ***************. *************** was not able to appropriately diagnose the problem with the tub they installed which resulted in having a new tub installed, the installation of the second tub was sloppy and left uncompleted. The replacement tub had the same problem; the problem, the dealer/retailer does not have qualified technicians if they did they would have been able to correctly diagnose and fix the original tub. SanSpa manufactured the tub, which leaked, the tub was unnecessarily replaced. If SanSpa is going to sell tubs then they need to provide qualified service technicians. At SanSpa's CEO *************************** suggestion that the issue was with our home electrical & we should hire an electrician we did and found that we had no problem with our homes electrical but it was a problem with the way *************** installed the electrical component for the tubs. So now we have a sloppy installed tub that we had to pay to have repaired and finish installing side panels and creating a back panel. I have filed a similar complaint with the BBB in the area for *************** asking for the same resolution. I don't care who reimburses me but it was ****************** who suggested we hire an electrician.

  

  Business Response

  Date: 04/08/2024

  I literally gave this women a new tub when I told her clearly it was the electrical and not our tub.  And after getting the brand new tub free of charge then she checked out the electrical and it was that and had NOTHING to do with our tub.  For her to complain about Sanspa and a perfectly good tub is just wrong.  We did everything right for her.  Also she yelled greatly at *************** and told them there installer could not come into the house because she was mad and they did not have another so that was the delay that she created.  Again this is wrong on every level to level a complaint against Sanspa who did not need to send out a new tub because the original tub worked completely and she did not need to have a new tub just the electrical work was wrong.  Also our dealers are independent from Sanspa we do not control them. We do business with them.  *************** has been a dealer for almost 10 years and we have had no complaints against them and they have installed well over 50 tubs in that time.  So the Idea that sanspa did her wrong is just wrong on every level. Her attitude and abrasive behavior caused her the most problems.   I truly and empathically refute this and we went far beyond what was needed and we were the ones that told her the problem and we  were correct and we are the manufacturer and the install is not our responsibility.  So we did everything right, told her what was wrong, gave her a new tub that was not needed and she still files a compliant.  That tells you everything you need to know about her.

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

  CEO Sanspa 

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21436109
  
  I am rejecting this response because: The tub electrical system malfunctioned after the pump that leaked on the original tub was replaced by ***************. Multiple attempts by *************** installers failed to correct the electrical problems of the original tub. The electrical issues continued even after the installation of the new tub.  Only after we hired an electrician at the suggestion of ***********************, as per attached invoice, were the electrical issues within the tub corrected.  *************** does not have qualified service technicians to diagnosis and repair the SanSpa tubs therefore I am requesting reimbursement for the electrician hired at the suggestion of SanSpa CEO ***********************. Not being party to the phone calls I had directly with ***************, he was misinformed that I yelled at any employee of ***************; the installer that replaced the leaking pump on the original tub was abusive and foul while replacing the pump which I will not tolerate from any company or services persons in my home.  Had a qualified electrician/service technician replaced the leaking pump on the original tub this entire nightmare could have been prevented as my 72 year old husband was preparing for spinal cord surgery.  If SanSpa per ********************** own words on February 15, 2024 can't find qualified employees maybe he should not be selling SanSpa tubs in this market.  Requesting reimbursement of the electrician fees. 

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

  

  Business Response

  Date: 04/08/2024

  Again, The electrical problem had nothing to do with the tub. It was in the installation.  The tub worked for a long time and then worked after the replacement pump.  ****** has been a very good dealer and has done over 50 installs and I have never had a complaint.  They are an independent business and we do not control them. We sell through them.  When everyone wanted a new tub I said to check the electrical because we have not sent out a replacement tub in well over 7 years or more.  We have far and away the best tub in the industry and great service.   Then I sent out a brand new $9000 tub and it was not even needed.  Only the electrical in the home needed to be done correctly. This has nothing to do with our product it is the install and the electrical.  So we went above and beyond we were the ones to push all this and get it done for everyone but for us to have to pay for the electrical just because we knew it was not our tub is not right and for this to be going through better busines bureau after 20 year of never a complaint because we are a heck of a company really upsets me!  That was completely not the right way to handle this again especially when I went OVER AND ABOVE and lost the money on the replacement tub and that was not the problem and not even needed and I was the one correct on the next step to do and it had nothing to do with our tub. 

  Also ****** had a very different account than she does.  This is between ****** and her and not us.  We have an amazing reputation in the industry and go the extra mile as we did here and for this to come here truly is the wrong answer.