Important information
- Customer Complaint:Rob Hobelman (owner) has contacted the BBB and requested that we notify consumers that they may contact their office directly at 402-577-0085 or via email at [email protected] prior to filing a complaint with the BBB in order to be given the opportunity to resolve the matter directly with them. Should a consumer choose to file a BBB complaint without contacting the company, BBB will process the complaint as any other complaint filed with BBB.
Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 2 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:04/29/2025
Type: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.
On April 17 Supreme Spa and Pool sent a repairman to our house to check on why our spa was not heating. I had been required to prepay $160. The repairman left without saying anything. I called and waited two days with no response then called and was told we needed a part replaced and they would call when they could tell us what it would cost, That was nine days ago. Called again today still unable to get a response or call back. I wish to know if they can provide the service and if not, I’d like part of that payment refunded.
Business Response
Date: 05/02/2025
Hello *****, we need a special order part in order to fix your hot tub. Unfortunately, it did take some time for us to hear back on pricing from the manufacturer. We spoke on 4/29 and I was able to give you the quote for the part. We have not heard back from you as to whether you would like to proceed with the order or not.
Customer Answer
Date: 05/02/2025
Complaint: ********
I am rejecting this response because: based on my experience I do not wish to do business with this company in the future.
Sincerely,
***** ******Initial Complaint
Date:04/05/2025
Type: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 the hot tub 3/27/24 for $4,499. It was delivered the end of May. I didn't fill up or use it until August of 2024. The first time I filled it up and started it leaked all over the electrical equipment. Contacted Supreme to fix and they came out and told me they would be using OEM parts which would be made in the USA and replace the access panel. They installed China made parts. Didn't replace or fix the access panel. Failed to secure the electrical panel to the base of the hot tub and installed the shut off valve touching the electrical panel. I made another request November 2nd to their service department. This included a conversation with Tyler the GM and he assured me this would be taken care of. It's April now after multiple calls for an update and it's always the manufacturers fault this hasn't been resolved. I basically bought a refurbished hot tub. This hot tub leaked the first time I used so I believe I received a used hot tub or it's a lemon.Business Response
Date: 05/02/2025
Hello ****, as we spoke about this week, the parts needed to fix your hot tub were unfortunately on backorder. I do have confirmation that the parts have shipped and as soon as we have them, I will call you to get the service scheduled.Initial Complaint
Date:11/06/2023
Type: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.
On 10/27/20 I purchased a spa from supreme pool and spa in lincoln Nebraska. The spa showed up cracked and they told me that they would fix the Crack and that it was no big deal. Two years went by before they came and fixed the Crack. They patched it with putty and it looks absolutely horrible and it still leaks. In the meantime, the olumbing blew apart two times rushing water everywhere. Now it still leaks water and half of the lights don't work. They broke the access panel and put the side panels back on wrong the last time they worked on it. I requested that they replace it as it is warrantied and has been leaking water from the day I bought it. Now they won't even respond to me. I have emailed the manufacturer and explained in detail what I've been through with this hot tub with no response. I would like the hot tub either replaced or I would like to cancel the transaction as I am paying for a spa that I cannot use.Customer Answer
Date: 11/06/2023
Attached are pictures of the Crack when it was delivered, and the repair that was done a year and a half later that is still leakingBusiness Response
Date: 11/27/2023
We have been in contact with the manufacturer on this issue. We do apologize for the delay and appreciate your patience. Currently we are still waiting on approval from the manufacturer on our claim submittal. We will be in contact this week with an update.
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