We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hot Tubs and Spas

Wave Tubs USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tubs and Spas.

Complaints

Customer Complaints Summary

  • 34 total complaints in the last 3 years.
  • 7 complaints 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/11/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 wave spas Atlantic inflatable hot tub on 6/30/24 for $549.99 The unit was promised to be a hot tub, heating up to 102 degrees. The unit was defective and could not heat past 85/90, I contacted the company and they requested I do many troubleshooting things to fix the problem. I did these things and included photos of what they requested. Between every correspondence there was a wait of a week or two. The unit never performed what was promised and then deflated. I have owned multiple inflatable tubs by other brands and never had trouble. I requested a refund multiple times but went ignored.

  • Initial Complaint

    Date:05/31/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 inflatable spa from their website, it does not heat up. I have attempted to contact them to return since day 3 of purchase and they have not responded to any of my requests via chat phone or email. they have many dissatisfied customers and no one can get in contact with them for a refund. completely unacceptable.

  • Initial Complaint

    Date:05/21/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 wave spa online in November. **************** is horrible and its a scam!! The inflatable cover wont stay inflated. I was told they would send me another one and they never did. I get the run around. They say they misplaced it, then it was out of stock and they took one from the floor and were sending it but it never came. I have had spa for six months and have not used it but Im paying for it and its not due to my fault. They didnt have a video for the Gardia spa. Then they took vacation several times. I email them everyday and now I get no response.

  • Initial Complaint

    Date:05/01/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Bought a wave spa and floor mat, has never worked. Immediately requested refund or exchange and company has dragged it on and extremely slow to respond. ************* just want my money back. Dont buy from these guys! Wish I wouldve read all these reviews first.

  • Initial Complaint

    Date:01/12/2024

    Type:Product Issues
    Status:
    Unanswered
    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 bought a hot tub from this company for **** dollars and it will not heat up as advertised. I requested a return well within their ************************************************************************************************************************************************************************* unfortunately. What I want is to send the defective item back to them and get my money back.

    Customer Answer

    Date: 02/05/2024

    Better Business Bureau:

    At this time, I have not been contacted by Wave Tubs USA regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:01/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    11:54 AM Wed Dec 20 Edit First name: ****************: ********************* Street address: ********************************************************************************************************************* Last name: Duro Phone: ************ If * ** BE an ********** ????Share...Cop* URL Search Edit Description of **mplaint:September 20, 2023, I received m* inflatable spa through wave spa. September 24, 25th 26. I requested a refund due to the defective pump. I also sent videos of the pump. I reminded them of their 30 da* polic* refund. On October 8 2023; received 2nd pump. Set up new pump on November 1st used spa once, let the pump run through the night, the next morning within the first week of November, pump was no longer working...video was sent around the 10th of November again requesting a refund for another defective pump. November 16th 2023, wave spa is refusing to acknowledge m* email I sent them on November 10th 2023 along with the new video of defective pump. have **ntacted Affirm in regards to this matter and requested a dispute settlement. Affirm will not acknowledge m* dispute, but rather send me **ntinued generic letters since September, that the* are working on the case. Ac**rding to Affirms polic*, if *ou are not able to resolve dispute with merchant, affirm will investigate and handle the dispute. ****** refuses to deal with the dispute, and sends me a billing statement for an item I no longer have.Desired settlement:Refund Mone* paid to business:614.00 It should be noted that wave Spa refuses to honor their return polic* 12 month warrant* on the **ntrol unit. I **ntinuall* receive a run around response from wave spa. It is apparent the* have no intention to resolve m* defective **ntrol unit as evidence of their not following through on m* emails . All I receive from wave spa is generic responses and empt* promises.

    Customer Answer

    Date: 02/06/2024

    Better Business Bureau:

    At this time, I have not been contacted by Wave Tubs USA regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:11/01/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    In June 2023 I ordered an inflatable spa and a large round insulated mat floor protector from Wave Spa for $638.05 order #********* when it came it leaked so I asked for a refund right away but they never answered on that they said they would send me a new liner and threw in some filters for my trouble. When the new liner came it also leaked and the heater unit quit working after less than a week. I asked for a refund again but they wanted to send me a replacement liner and heater again. When the liner arrived it was the wrong liner it was square and my original one was round. The heater arrived separately and I never unpacked the heater but at this point I had enough and then I demanded a full refund and they agreed. I have all this in many emails which is the only way you can communicate with them. They sent *** to pick up the spa liner last week but *** couldnt take the heater because it came Federal Express. I contacted wave spa again to let them know about this situation and now they have stopped communicating with me.

  • Initial Complaint

    Date:08/23/2023

    Type:Product Issues
    Status:
    Unanswered
    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 have truly never been so disgusted and appalled by a company and their lack of customer service. I am a very patient person but this product has sent me over the edge. I have had my tub for 7 months and have only gotten to use it TWICE because it has been broken the entire time. Not only have I not gotten use out of it, but I've spent countless hours trying to fix it, cleaning it again, spending weeks on email chains with "customer service" who would reply once a week with the same copy/pasted messages and no real help. I spent months trying to get a replacement heater unit. Once it arrived, it ONCE AGAIN STOPPED WORKING after 2 days. I asked for a refund for the product and they told me they could not give a refund because too much time had passed. Well, if I had gotten the proper help 7 months ago maybe it wouldn't be too late? I couldn't even manage to speak with someone on the phone because the company has no real established phone number and instead calls from "No Caller ID" which my phone does not accept calls from. Today I shall place this product in the dumpster where it belongs. I am sick and tired of getting jerked around and wasting my time trying to fix something so useless. THANKS FOR STEALING MY MONEY WAVESPAS!!!!!!!!!!! I HAVE NEVER REGRETTED A PURCHASE SO MUCH. DO NOT PURCHASE THIS PRODUCT UNLESS YOU WANT TO PAY THOUSANDS OF DOLLARS FOR A GIANT PAIN IN YOUR A**.

  • Initial Complaint

    Date:08/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Wave tub purchased in April 2023. It worked properly for about 3 months and then started getting an E3 code. Tried multiple things on our own, and then started contacting customer service through email, since there is no phone number to contact a human. **************** asked us to do multiple things, and after the last time of showing that it was not working correctly, the email address stopped working. This clearly was a waste of over $800. The only companies that don't have a service phone number, are the ones that have products that should not be on the market.

  • Initial Complaint

    Date:07/20/2023

    Type:Product Issues
    Status:
    Unanswered
    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 July 24 invoice # ************ It worked fine until this year about March, we begin to eamil them they respond with what to try we did that No help , emailed again theres no phone # to call we asked someone to call us 9 times, no respones no help, Today we asked for a return label to return hot tub and be refunded, it will not heat up period.so waiting to see if they will give us a label or an address for hep us do that, no # to call very diffcult situation to put customers in, should of looked at that prior to buying.thanks ************************* and ******************************* ************

Wave Tubs USA is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.