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Business Profile

Hot Tub Dealers

Regina Pools & Spas
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/07/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    6/1/2023 I ordered a cover for my hot tub. I was informed that it would take 8 weeks to get the cover and it should arrive by the end of July. I have called 3 times to confirm receipt of my order, to inlcude today (8/4/2023). The service rep assured me that the order went in and had been shipped, but she did not have a tracking number to tell me an approximate delivery. We spent almost $800 of which had to paid in full at time of order. I did not recieve my invoice via email as indicated at the time of order, but they payment has been processed. I am highly upset that it is looking like we will not get to enjoy our spa this summer, as it is now coming to a close. Thanks Regina Pool & Spa for nothing.

    Business Response

    Date: 09/07/2023

    Hello BBB of Greater Maryland, 

    Thank you for bringing this complaint to our attention. ****** *** ****** ******* did indeed purchase a hot tub cover replacement on 6/1/2023. It is a special order item that we do not keep in stock because it is an older model (1996) hot tub. We do ask for payment in full for the amount for the cover and shipping (comes from California where their hot tub was built). Installation is paid at time of service. The lead time of 8-10 weeks for the cover to arrive was written on their invoice that was emailed to them on 8/4/2023. August 4th is when ****** reached out to us through ******** *********. She contacted us at 2:54pm and at 4:01pm the same day we responded letting her know the cover was received and our service department was working on getting them an install date. We informed ****** that our store manager had left a voicemail with ****** with this information as well.  Our service department called later that day to set up an appointment on 8/10/23. On 8/9/2023 ****** responded through ******** ********* thanking us for getting it scheduled. The service was performed on 8/10/2023 within the timeframe that was quoted and will plenty of time left in the summer to their hot tub. 

    I hope this addresses the compliant in full. Please let me know if you have any questions. 

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