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Business Profile

Hot Tub Dealers

Springfield Pool & Spa
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:09/18/2024

    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.
    I went into their business and explained to the staff I was unable to control temperature in my hot tub. Technician came out home without the owner knowing he shown-up. Later that week I got a billed for ******. According to the paperwork the control panel was dirty and they overcharge me the work that was done. I would like to be refund the total amount of $******.

    Business Response

    Date: 09/18/2024

    When Mr. ********** purchased a hot tub from Springfield Pool and Spa he signed a purchase contract  stating he understood Springfield Pool and Spa charges a  labor and travel  fee in the event any warranty work is needed. We have been to his place of residence on several other occasions and Mr. ********** paid the service and travel fees. He is currently asking us for a refund of $218.45, however, he did not pay us for the services on that bill. 

    When our service department arrived to troubleshoot  the issue on Mr. ************ spa, the only problem we found was the control panel on the outside of the spa was filthy and non responsive due to customer not keeping it clean. The ********************** Pool and Spa technician cleaned off the display panel with water and a rag and everything was working again.

    Springfield Pool and Spa uses a computer program called "Pool Trac" which alerts the home owners that we have been to the residence and solved any problems. Mr. ********** received emails on all occasions including the most recent occasion notifying him that our technicians had been to his house and resolved any issues. 

     

    ** ********

    Springfield Pool and Spa

  • Initial Complaint

    Date:05/07/2023

    Type:Service or Repair 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.
    This is a Spa that gets build into a vault.
    They provided all of the design for building it in and the builder followed it exactly. All was fine until the electrical failed on the Tub, within days of the install. The speakers, the lights and and breaker kick off because something is shorting out.
    We this happens it kills everything.
    I have had an electrician look at the supply breaker and it is fine.
    They say the vault wasn’t built right and the builder didn’t cover it correctly, which isn’t true. If it was true why did they install it?
    They charge $200+ trip charges to do warranty work, but can’t fix any of our issues.
    I’ve tried contacting Bullfrog but don’t get an answer.
    Could you help us find a direction to solve this?

    Business Response

    Date: 05/08/2023

    Please see attached documents. You will find the documents from the original purchaser as well as site pictures and agreements. The pre installation site pictures are of a concrete pad. At no time did Springfield Pool and Spa provide any engineering  specs to the builder. The Spa Vault (****************************************************) that Bullfrog Spas provides for these types of installations was not purchased or used in this application. The Home Builder built a custom enclosure for this application. With any recessed spa there needs to be a way to remove the spa, or have reasonable access for certain repairs. We would be more than happy to complete any warranty repair on this spa but reasonable access needs to be provided so we may complete the repairs.  In the attached documentation you will also see the signed agreement agreeing that the customer will incur travel charges on warranty repairs.  You will also see a signed Electrical Requirements sheet.  These requirements were not met as we had to make a trip to troubleshoot this spa only to find that the breaker was wired incorrectly.  

    Again, we will be more than happy to remedy any repair issues you are experiencing, however, access will need to be provided and travel charges will incur as agreed upon at the time of purchase.

     

Springfield Pool & Spa is BBB Accredited.

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