Complaints

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.

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  I purchased a hot tub on 6/17/2025. Upon inquiring about delivery, I was told that I would receive the floor model which was used. I requested the delivery invoice to determine the age and use of the floor model, but that was not provided. Floor models are typically priced lower, but this was full price.
  Reasons I do not want a floor model:
  Wear and Tear (Floor models have often been on display for months or even years, and may have been Dry run multiple times (dry cycling can wear out pumps and seals); Sat idle, leading to component fatigue; Touched or climbed into by customers, increasing cosmetic wear.
  
  Unknown Usage History (Even if it wasn't filled with water, it may have been powered on regularly, creating hidden wear on pumps, electronics, or jets)
  
  Potential Transport Damage (Moving a floor model that was never meant for transport again increases the risk of damage during relocation)
  
  Aesthetic Imperfections (Expect scuffs, scratches, faded shell/acrylic, or UV-damaged exterior due to showroom lighting)
  
  This purchase was made based on paying for a new hot tub.
  
  It was not until after the purchase and when I was asking about delivery 2 days later that I was told I purchased the floor model. Upon asking for a refund for the used item, I was told they would charge a restocking fee of 10% ($1,500.00) for a USED item I have not received.

  Business Response

  Date: 06/19/2025

  THE SPA IN QUESTION IS A BRAND NEW THAT WAS PLACED ON OUR SHOWROOM FLOOR AND HAS NEVER BEEN USED OR EVEN HOOKED UP WITH THE FACTORY WRAPPER ON THE EQUIPMENT TO PROVE IT AND THE CUSTOMER HAS BEEN INFORMED OF THIS. THE CUSTOMER ASK FOR THE DELIVERY INVOICE BUT NEVER GAVE ME A CHANCE TO GET IT BEFORE ASKING FOR A REFUND WHICH I CAN PROVE WITH TEXT MESSAGES. WE ALSO INFORMED HER IF SHE DID NOT WANT THAT SPA THAT WE HAVE ONE ON ORDER THAT WE COULD DELIVER IN 4-5 WEEKS BUT SHE REFUSED THAT. YES WE HAVE A 10% FEE FOR CREDIT CARD RETURNS DUE TO FEES CHARGED TO US. I CAN NOT REPEAT ENOUGH THAT THERE IS NO WEAR AND TEAR DUE TO IT BEING NEW  AND THE ONLY FLOOR MODELS THAT WE SELL CHEAPER ARE THE ONES THAT WE HAVE RUNNING WITH WATER. 

  Customer Answer

  Date: 06/19/2025

  
   

   Complaint: ********

  
  
  

  I am rejecting this response because: I was told I would receive the hot tub by next week. When I purchased the hot tub I was NOT told it would be a floor model which was unwrapped and on the floor for anyone to damage . I asked for delivery invoice but was never provided one. They are asking for a $1,500 restocking fee for a floor model that was never delivered. State, federal, and the banking regulations protect consumers from these unfair practices. This is a bait and switch with giving you a floor model instead of a new in package item which you are paying thousands for. 

  
  
  

  Regards,

  
  

  ******* ****************

  
  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 06/19/2025

  When I purchased the hot tub, I was told it would be delivered in a week. I paid the full asking price for the hot tub. I texted for 3 days before I was told the item I purchased was the floor model which was unwrapped and not in perfect new condition. Because the item is not in packaging and not new and it will not be delivered when promised, I asked for a refund. I was told I would have to pay $1500 for a restocking fee for the “return” which is a floor model hot tub that was never delivered. State, federal, and credit regulations do not allow for fees for undelivered goods that were not satisfactory. 

  Business Response

  Date: 06/20/2025

  THE SPA HAS NO WATER DAMAGE AND AS YOU CAN SEE ON MY PICTURES IT STILL HAS THE WRAPPER ON THE FILTER COVER ALONG WITH THE FOAM IN THE FILTER. THE SPA IS BRAND NEW AND NEVER BEEN HOOKED UP. I AM NOT SURE WHAT ELSE I CAN INCLUDE TO PROVE THE SPA IS NOT USED AND WE HAVE THE 10% FEE POSTED AT OUR COUNTER AND IT IS ALSO PRINTED ON THE RECIEPT. 

  Business Response

  Date: 06/20/2025

  THE DELIVERY WAS NOT CONFIRMED AT PURCHASE AND WE REACHED OUT TO SEE IF IT WOULD BE OK IF WE COULD THAT WEEK

  Customer Answer

  Date: 06/20/2025

  My text messages clearly state I had an electrician coming the following week because I was told it would be delivered within the week, just were confirming the actual date. 
  

  The notice states for “returns include a restocking fee.”  I NEVER received the hot tub to return it. It is a floor model so there was nothing to restock. The word return is defined as “give back or go back to a person, place, or object”. It was never delivered so it was never RETURNED. 
  

  They are trying to sale damaged items as “new” as shown by my photo of the floor model. 

  Business Response

  Date: 06/23/2025

  Regarding the last comment saying the spa is damaged it clearly is not and I have not seen the pictures she is speaking of. The only pictures I see are text screen shots and I sent clear pictures of the spa and there is no damage. Once again it is a brand new spa and guaranteed as such. We would still be glad to have her as a customer and would gladly still deliver the spa.