Complaints
This profile includes complaints for Valley Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/01/2022
Type: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.
April 2022 called about warranty repairs on my hot tub cover. Told me that it was covered and new cover would *********** to 8 weeks for a new one. I called in July I was told that they had covers come in they were all damaged. Was told it would take about 4 weeks for a new cover. Called at end of August no cover. Called September no cover I told them hope it's in by this winter otherwise what issues am I going to have with a bad hot tub cover. Was told it would be in shortly. Called in October was told a shipment was coming in with a load of hot tubs. Called end of November still no cover. Was told would have it shipped to me directly and they would call me back to let me know when I should expect the new cover. It's now been about 2 weeks no call. It will be December 1st tomorrow and still no answer what is going on with this cover. I have been more than patient about this. I am now out of patience. I just want my new hot tub cover. Are they going to reimburse me for the extra energy it is now costing me because of this bad cover?
Business Response
Date: 12/01/2022
I apologize for the delay. Manufacturing and shipping are still running way behind and when we receive damaged product it delays the process even further unfortunately we have no control over manufacturing and freight. Warranty replacement orders are handled differently than new orders. We have been able to build up some inventory so we are going to check and see if we happen to have a cover in stock at one of our other stores for a different spa that matches yours. We will be in contact soon to verify the status. If you have any questions call me directly at ************ ext. 115. Thank YouCustomer Answer
Date: 12/04/2022
I am rejecting this response because:
I was told that my cover was in. The Manager of the ******** store was trying to ************** to me. So now Im being told they could have one or dont have one. I want my cover that is covered under warranty. I am getting conflicting stories on what is going on with my hot tub cover. Now I will be contacting Marquis ******** service on Monday 12/5/2022 because now I feel Im getting the run around.Business Response
Date: 12/05/2022
As I told you when we spoke on Thursday I was checking to see if we had a cover that matches yours. I called you back as promised and I told you I found you a cover and it was available for pick up anytime. You said you would pick it up on Saturday and bring me the other one.Customer Answer
Date: 12/06/2022
I am rejecting this response because:This complaint has been resolved.
Thanks!
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