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:01/03/2025

  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 a HotSprings Pulse new from this company at the end of ***************************** the middle of January 2022. Since owning this spa, we have had the company out 3 different times for warranty claim issues, to include an issue with the heater, an issue with a pump which required 2 visits, and just last May of 2024, a water leak in one of the hoses inside the cabinet. Up until now, I have never had an issue with Backyard Leisure with repairing this spa, but just this week, I came home from work to find the red light flashing on the front of the tub. When I went to investigate, I found a large amount of water around the base of the tub, the pump was making grinding noises, and after opening the cover, found the water level to be below half full. I immediately shut the tub off to prevent further damage, and have made another warranty claim with Backyard Leisure. This time, I was told that there would be a $60 warranty diagnosis. I asked when this started and was told "this year". I should not have to pay $60 to have a $18,000 spa looked at and repaired for the 4th time in less than 3 years, especially under a warranty. This spa sees very little use, maybe once a month, the maintenance is always performed and filters are kept clean. On top of this, the service writer on the phone told me that I needed to put more water back in it and turn it on to prevent freezing due to the upcoming winter storm as freezing is not covered under warranty. I work long shifts, sometimes 16 hours per day, days 5 days a week, I do not have time to babysit a defective spa that keeps breaking down all the time by adding water to it every few hours. Charging customers a diagnosis fee to repair a spa that breaks down over and over is not a good business practice, and selling a product from a manufacturer that breaks down constantly isn't much better.

  

  Business Response

  Date: 01/06/2025

  Thank you for making me aware of these concerns. I've attached a copy of the manufacturer's warranty, in which I have highlighted the sections that are applicable to the complaint. Namely, the portion that addresses allowable trip fees and responsibility for consequential damage. With regard to the trip fee, we are willing to waive that fee under certain circumstances. I believe that this situation warrants that waiver and I will notate the customer's account that we will not charge the $60 warranty trip fee for for this case. With regard to the possibility of freeze damage, I must insist that the customer does everything in his power to secure the tub by keeping it full of water and running. I will instruct our service department to schedule a technician to diagnose and repair the issue as quickly as possible.

  Regards,

  **** *******

• Initial Complaint

  Date:11/14/2023

  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.

  Had hot tub services and then a return trip because problem not resolved in Sept. 2022. Also had handrail installed on 2nd visit. I have no record of receiving an invoice for service but had $145. taken out of my credit card which they required be posted before service would come. I did not know I had a balance due until 11/10/23 when I received a text message - no bill or details and nothing received before that date. I advised I had to check my records since it had been so long since service. Today I found they took $409.56 out of my credit card without notice or my permission since last year. I also question that I was told the handrail was that expensive as I doubt I would have had it installed at that price. I have no idea if there is dishonesty or just over pricing but I know a text message is not an invoice or a bill and I think withdrawing money from a credit card this much after number is given to a business is very very poor practice.

  

  Business Response

  Date: 12/04/2023

  I've researched this situation and found that the customer was properly informed of our service rates, fees, payment policies, and, specifically, the total cost of the mentioned handrail with installation.  I've attached a .pdf with a timeline of our communications and service with ******************. Please feel free to contact me if I can provide any further information.