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Business Profile

Hot Tub Dealers

The Spa and Sauna Co, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tub Dealers.

Complaints

This profile includes complaints for The Spa and Sauna Co, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Spa and Sauna Co, LLC has 5 locations, listed below.

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    Customer Complaints Summary

    • 6 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:07/11/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Purchased a Hot Springs Envoy Highlife spa from The Spa and Sauna Company (SSC) on September 7, 2020.In May 2023, the spa began tripping the 20 amp heater breaker to the point that the breaker ultimately failed. On May 23, 2023 I contacted SSC to schedule repair work under warranty. SSC set an appt for June 14, 2023. Tech arrived on June 14 and replaced the 20 amp breaker. He did not remove the cover or look for the reason the breaker tripped an failed. Total time on-site was 5 minutes. Replaced breaker tripped after about 2 hours. Notified SSC on June 14 2023. A second appt was set for June 26, 2023. Tech arrived on June 26. He removed the cover and disconnected and reconnected the heater wire and said he didn't know what else could be wrong and didn't have time to wait for the breaker to trip again to find out. He reset the breaker and left. The breaker tripped after about 2 hours. Notified SSC on June 27 and was given a follow up repair date of July 18. On July 11, 2023 was informed by SSC that the appt was being rescheduled to August 2, 2023 because the tech had other priorities.At this point it appears that SSC has limited interested in repairing my hot tub in a time appropriate manner.

      Business Response

      Date: 07/12/2023

      Thanks for bringing your concerns to our attention. 
      You are correct, we did service your hot tub twice recently. We are currently scheduled to come repair your hot tub again on Friday, 7/14. Hopefully we can resolve the issues with your hot tub at that time. 
      On 6/14 - we did replace your 20 amp breaker. 
      On 6/28 - our notes reflect that we found a heater wire that was loose and tightened it, hoping that would resolve your issue. 
      If the work we perform on 7/14 doesn't resolve your issue, we would recommend you reach out to your electrician, as we aren't electricians, and after multiple repairs, it is possible, there is an electrical issue that is affecting the performance of your hot tub. 

      Customer Answer

      Date: 07/17/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:01/20/2023

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Purchased used refurbished spa on September 3. Payed up front 3700.00
      Delivery was set at 7-9 weeks so spa could be refurbished. It has now been 18 weeks. I’ve left many messages and made many phone calls and no one will get back to me.

      Business Response

      Date: 01/31/2023

      Please note: The email box owner this complaint was addressed to, no longer works for the spa and sauna co. and that email box is not regularly monitored.

      The Used hot tub that customer purchased needed repairs that customer was made aware of when purchase was made. After multiple repair efforts were unsuccessful, the customer was offered to view additional products and ultimately chose a much newer model. A price accommodation was made to satisfy the customer.

      This matter should be closed at this point.

      Customer Answer

      Date: 02/06/2023

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,

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

    The Spa and Sauna Co, LLC is NOT a BBB Accredited Business.

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