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Business Profile

Hot Tubs and Spas

Hot Tubs & Swim Spas Direct Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tubs and Spas.

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 type

  • Initial Complaint

    Date:02/13/2023

    Type:Product 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.
    Ordered 3 spas in on November 13th for our rental cabins that we closed on Jan 17th. We were told we would be able to receive the items by early Feb. On Feb 7, an hour prior to delivery we were informed by the driver only 2 tubs made onto the truck. And the 3rd one was not ready, and no other details. We then called multiple times the number on the sales contract, ****** answered the phone and said it would take 5-6 more weeks with no other explanation on why we were not told earlier than an hour prior to delivery?? We are trying to rent out this cabin, and cannot do so until there is a hot tub, when we told ****** that we need to cancel and find other solutions, we were told rudely that we will lose our deposit if we cancel - not any sort of solution, not any sort of empathy on why another 5-6 weeks would be devastating for our business when the cabins in the area are renting for around $300/night. ****** apparently is in charge of all the transactions and is the ONLY person I can get in touch with as far as customer service goes - so DO NOT BUY from this company, because they will not be responsible for anything per their contract, once you pay them any sort of money, if they dont come thru with what they tell you, you are just screwed out of money until they decide when they are ready to deliver what they promise you.

    Business Response

    Date: 03/09/2023

    Good Morning! 

    *********** has already posted a 1 star review on ******* If you look at his ****** profile he has a track record of only one star reviews. There is nothing more we can do for ************. He wants a refund because a spa was late from the manufacturer. Theres nothing we can do. He was informed this was a possibility at purchase. Please see our response we posted on ****** as this response is perfect for the BBB complaint as well. Hes not being reasonable and wants something for free. 

    ***********,
    I’m not certain your 1 star review truly outlines your experience. You purchased 3 spas from us and we are grateful for your business and faith in our company. 2 of the 3 spas arrived and were delivered ahead of schedule. 1 spa was delayed from the manufacturer and we delivered it as quickly as possible once we received it. Our contract clearly states in your signature portion that we we can’t be held responsible for manufacturing delays. This was a manufacturer delay, no fault of ours, we’ve been experiencing these delays since Covid and still experience them from time to time. Once again we apologize you are not satisfied. We hope you enjoy your spas moving forward. 

    My best,
    Kevin G**************

Hot Tubs & Swim Spas Direct Inc is NOT a BBB Accredited Business.

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