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Business Profile

Hot Tub Dealers

Spas and More LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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  • Initial Complaint

    Date:06/13/2025

    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.
    Transaction 6-15-2024; price $27,645; Bought a swim spa from a show of theirs. I told them I wanted it for water aerobics and it needed to come up to at minimum the bottom of my b****** I was told it might be a couple of inches lower than that. Once delivered and filled its just above my waist. They refuse to do anything about it. I recently ordered new filters using the model #. The filters dont fit. Maybe wrong spa delivered? If you set the temperature to use the spa end then its too hot to workout in. If you set it for working out, the spa part is not effective due to being too cool. This is generally worthless for me. Tremendous waste of a LOT of money. Also they delivered different steps. I was told they would be like the ones at the show, with a top platform. They do not have a top platform. The railing is also different. If you get the steps close enough to the spa to not have a gap, then you cant open/close the cover. We followed their directions for care of it, and it was cloudy and wouldnt clear up. My daughter went online to get good instructions for care. Bought different chemicals than theirs and it cleared right up. They have a no refund policy. If they deliver the wrong item or its not what you were told, they wont make it right.

    Business Response

    Date: 06/13/2025

    Ms ******** purchased a Therapool 15 in June 2024. It was delivered, in accordance with her contract, in July 16, 2024.  Shortly after delivery, she contacted us regarding the unit, thinking she purchased a bigger/taller unit.   We did have her sales person reach out regarding the purchase.  At the time of purchase, she did not wish to spend the high amount for the Trainer 15D.  
    We also sent out someone to do a wet orientation and go over chemicals, filter timing and operations on Aug 7, 2024.  We had not heard anything from her since then. 

    She contacted Master Spas this week regarding her thoughts that she received the wrong item.  She also purchased new filters from an online store from a Master Spas dealer in ******** or *********, not from us. 

    I spoke with Ms ******** today regarding both issues.  We are sending her new filters, at no cost as a courtesy.   I also spoke with her regarding options for the swim spa and told her I would provide her with costs on Monday. 

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