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:01/24/2023

  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 was in search of a used swimpsa, less than 4 years old. I found an advertisement by this company and contacted them. The salesperson told me repeatedIy, in writing and verbally, that they were selling a 4 year old (2018) Tidalfit EP-14. I have Facebook Messenger messages as proof. Due to health issues I was unable to make the approximately 7 hour drive to their store to view the unit. I placed a deposit and paid for the unit and it was delivered in Nov 2022. Upon inspecting the unit I found that it was actually 9 years older than stated, a 2009, rather than 2018 model. I contacted the salesperson who said they couldn't help but assured me the owner would contact me. The owner sent me a text message essentially stating that I should be happy with my purchase and that the age doesn't matter. I wholeheartedly disagree.

  Business Response

  Date: 01/24/2023

  Mr. **** purchased a used swim spa and when we get used swim spas in we are only able to tell our customers what we are told when we get them in.  We were told that it was a 2018 swim spa which is what we told Mr. ****.  This spas was refurbished by our experienced tech team in 2022 so technically he does not even have a 2018 spa, he has a 2022 spa as the parts that needed to be replaced were replaced and updated to usable standards.  All of the refurbished spas are sold as is which is stated in the contract that he signed and he knew upon purchasing.  He was delivered the spa to the location that he requested and the spa was working when delivered.

• Initial Complaint

  Date:01/03/2023

  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.

  Date of transaction was on Dec, 29th 2022
  
  I’ve paid them $159 and some change to come and do a service call on my hot tub a hot tub that they had previously moved for me earlier this year. They knew that I had a specific type of hot tub which is a Jacuzzi, after this major freeze, I had some issues with it not heating correctly and I called to see if they can come do a service call and fix it. They showed up this morning and told me that they do not work on my kind of hot tub and there’s nothing that they can do for me , they refuse to give me a refund even though they knew what kind of hot tub I had a new that they could not work on it yet they still send a technician and charged me. I find it completely ethically wrong to know that you cannot work on a machine and still take a clients money knowing you do not service there type of hot tub. I did not know that they do not service my type of hot tub. When the technician showed up, they knew immediately they could not do anything they said oh we don’t really do Jacuzzis. They were here for approximately five minutes and said we cannot do anything for you. We are so sorry we understand that you were upset I don’t blame you for wanting a refund but you will have to talk to the owner. I have been messaging with the owner for the last hour and they are rude and unwilling to give me a refund they did nothing at All.

  Business Response

  Date: 01/30/2023

  Ms. ***** called the store and told our office staff that she had a jacuzzi spa and that it was not heating.  She did not mention that we had moved this spa months ago so the office staff had no idea that this was a spa nor person we had dealt with before.  We do service and have serviced jacuzzi brand spas before.  When our technicians got to her home we found out that it was locked out and that there is nothing that we can do.  We called and asked jacuzzi what we could do and they told us that there is a code that has to be put into it and that they could not give it to us so we told her the only way to fix this problem was to replace the whole circuit board.  We were and have not ever told her that we do not work on these models of spas.  We do and will continue to work on these spas.  We as an office staff can only go on the information that is given to us when you call into the store.  We ask for payment up front for a call due to having these types of issues where people do not like the answers that they get when our technicians come out to the locations to diagnose the problems.  We are again sorry that this has happened but there is nothing we can do to get you unlocked from the system as jacuzzi has this locked out and we do not have these codes to unlock them.  You told us that it was not heating not that they system was locked out.  Our service calls are based on mileage and technicians needed.  We will still be willing to help get that circuit board ordered for you if you would like to go that route and get this spa up and running.

• Initial Complaint

  Date:12/29/2022

  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.

  I drove to Bardstown in early December 2022 and looked at the spas and they didn't have anything I wanted at the time. ***** ******* reached out to me via text a week later (12/19/22) with a new spa they got in. She sent me several pictures. I liked it and was trying to negotiate a deal with ***** via text to purchase for $7500 including tax. I negotiated with her for approximately 5 hours via text for the spa and accessories. We finally agreed on $7500 (tax included) for the spa and accessories. This was my understanding because she specifically says in the text she sent. I have it written in a text message from ***** that reads "The tub for $7500.....with tax". I sent her a deposit via Venmo for $100 when I thought we had settled on $7500 (tax included). ***** sent a text after she received the deposit that same day stating the remaining balance was $7850. I told to forget the deal and just send me my deposit back. She said she couldn't do that. She said I had to pay tax like everyone else. I wasn't trying to avoid tax. I was wanting to pay less for the spa, etc. and pay tax as well for grand total of $7500 (tax included). My final text to ***** that night was basically saying the deal was off (see attached). Her father (assuming because his name is Jessi Allison) Facebook messaged me the next morning and started talking about delivery. We ended up talking on the phone. I told him that we are on two different pages in regards to the price and he didn't need to set up delivery. I asked him to give me back my deposit and he said no. Jessi seemed upset because the deliver people were on the way to pick the spa up to deliver it to me. I can't help that ***** didn't communicate to him the deal was off. He wouldn't give me back my $100 deposit and hung up on me. I'm requesting to get my $100 dollars back. I can email the full transcript of mine and ******* conversation via text that clearly states I only ever wanted to pay $7500 out the door.

  Business Response

  Date: 01/04/2023

  We are sorry that you are upset about the conversations that occurred with you and one of the employees over a transaction that you were wanting to occur.  They gave you different options and the one that you finally decided that you wanted we were not able to give you for the price that you requested.  You then decided on a spa and we went to our Tennessee store to pick it up and the price of $7500, and was a Strong Spa. Then once they came back with that spa and told you that you would have that spa and setup delivery, this was not ok with you.  If you would like to have this spa as the conversations were discussed then we would be more than willing to go along with this transaction.  We have a policy that all deposits are final and you will have this deposit for any spa that you would like to have here in our stores.  Please feel free to contact us to move along with a transaction for this $100 deposit that you have made.

  Customer Answer

  Date: 01/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The only spa I wanted from start to finish was a Cal Spa.  I've been looking for a new spa for a year now and I've never been in the market for a Strong Spa.  Not sure where you got that information from.  There is no communication at all in any of the text messages that say "Strong Spa".  Not sure why you supposedly drove to Tennessee either.  I've attached the time line of the text messages the night before I spoke to Jessi on the phone.  It clearly says "we haven't made a deal yet" and "send me my money back (meaning deposit I sent via Venmo)".  This text message string ended around 11:03 pm the night before I spoke to Jessi.  You are claiming your staff drove down to Tennessee and picked up a spa and brought it back to Kentucky that next morning.  It's not my fault the fact that "send me my money back" and "we haven't made a deal yet" wasn't relayed to Jessi and/or staff that pick up your spas from TN.  I have no control over that.  That's a communication disconnect between your employees.  
  
  
  
  Regards,
  
  
  
  **** ********

  Business Response

  Date: 01/17/2023

  When you sent the deposit at 11:03 pm that was showing us that you did make a deal.  We were closed as of 6 pm that evening so we sent a message to our delivery drivers once we received the money at 11:03 pm. and they arrive at 8:00 and started their day.  The sales associate you were dealing with then went to bed as this was already a late night of work for her.  The office does not open until 11 am so that means that a deal was started and to be completed the next day and our drivers had to get the spa that was located in our Tennessee store.  Again, we are sorry for any confusion that occurred but we are more than happy to work with you on a deal and use the $100 deposit that you made for a CalSpa and do have many in stock.  We do have smaller CalSpas that could be in your price range.

  Customer Answer

  Date: 01/18/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  It wasn't a deal it was a misunderstanding.  I'm calling this a misunderstanding because if your sales rep understood it differently than I did then I deserve my $100 deposit back.   I only wanted to spend $7500 (out the door, tax included) on a CalSpa and thought I made it very clear in the text messages.   Your employee was texting me after hours.  She initiated the text message that ended around 11:03 pm.  How did you get that message to your delivery drivers at 11:03 pm?  Not sure why your sales rep would have sent a message to your delivery drivers when the final text message clearly said the deal is off and/or send me back my deposit.  This is a communication error between your employee and office.  She could have easily sent a text, email or phone message for someone in your office letting them know there wasn't a deal.  This isn't my fault that she didn't communicate this.  
  
  
  Regards,
  
  
  **** ********

  Business Response

  Date: 01/20/2023

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

  Our company policy states that all deposits are final and you chose to make the deposit via venmo. Venmo will not allow for refunds, so once again, you are more than welcome to come into the store and we can work on getting you that CalSpa that you are wanting.  We do have a small one that will be in your price range but you must pay taxes.

  Thank you,

  Spa Builders of Kentucky

  Business Response

  Date: 03/14/2023

  Better Business Bureau:

  
  

  I would like to reject the offer of Mediation for complaint ID *********  We have tried to let this customer know that he sent us a deposit of $100.00 via Venmo and deposits are non-fundable.  We drove to our TN store to pick up this spa and then he decided that he did not want it.  The $100 does not cover our gas to and from the Kentucky location to our TN location and the technicians time doing this drive.

  
  

  Thank you.

  Customer Answer

  Date: 04/07/2023

  Better Business Bureau:
  
  
  
  In reference to complaint ID .********* l agree to participate in BBB Arbitration.

  
  

  Sincerely,

  
  

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

  Customer Answer

  Date: 05/02/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:
  
  
  
  In reference to complaint ID .18653502, l agree to participate in BBB Arbitration.

  
  

  Sincerely,

  
  

  Adam Mcdonald

• 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.

  We bought a refurbished spa about 2 years ago from Spa Builders of Kentucky. Recently it quit heating so we called last week (10/13:22)for a service technician. We paid $150 for a service call to tell us what was wrong with the spa. The technicians were here less than 20 minutes on 10/19/22 (came during working hours but we have cameras). Took pipes off the spa, took the pump and one of the jets that was out in the tub. Did not call us regarding estimate to fix until they had returned to the shop. We decided we didn’t want to fix at this time (due to cost). Called 3 days in a row (10/19/22, 10/20/22 and 10/21/22) before ***** would speak to me. Asked him if he was going to return to put the tub back the way it was found and he said no. He said it was “silly” to pay the service fee if we didn’t intend to get it fixed which is why he brought the parts back to his business. I told him it was our prerogative whether to fix it or not. Told me he would not return our parts unless he charged another service fee of $150. And he hung up on me. Completely unprofessional.

  Business Response

  Date: 10/24/2022

  Mr. and Mrs. **** purchased a refurbished spa which means it was not a new spa from us in January of 2021.  They called on October 13 and did pay that standard service fee of $150 to come out and diagnose the problem.  The technicians were there long enough to be able to diagnose that the pump was bad and that they needed a new jet.  These parts were brought back to the store because these parts are specific to the spa and usually when you are called out to repair a spa the customer would want an estimate on how much it would cost to repair it.  So these parts were brought back to the store to be able to get an accurate quote on the cost to replace these pieces.  Then once the cost was figured out the customer service associate called to tell them the price of what it would be to fixed the spa like she always does and they did not like what they were told.  They then got upset and demanded to speak to the tech.  That is the 3 days in a row of calling that she is speaking of, well the tech is not in the office and that is why she did not speak to them as this is not his job to be in the office talk to the customers, his job is to be in the field and working on spas and diagnosing the problems.  The sales associate spoke with them each time that they called and they said they were going to just junk their spa so we told them that we would be more than happy to just come get the tub off their property for them if they did not want it any longer. They refused that offer as well.  So we do not feel that we were unprofessional nor that we did not try to help this customer with their concerns at all.  We did do our job and go out and diagnose the problems and they just did not like the answers that they were given.