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:07/17/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Order number ******** Absolutely horrible customer service. Our spa was out of stock. not letting us know until I check in with them a week after expected delivery. Then, would not respond and they could not give any information for over 10 days. Once I heard from them they upgraded the spa and said it would be sent out immediately, over a week went by, only to hear from them that it was going out in 48 hours and tracking info would be provided. Never heard from them, followed up 3 days later to tell me a tracking number would be provided asap. Never was. Then I was just told via ******** chat that our ordered delivered, never was. no tracking, can't confirm address. Don't buy from this company. it has been nearly 2 months since order. Seems like a scam.MORE...After taking the call and being told my shipment would be sent out Thursday 6/22/23 and so sorry for any confusion/delays, still no tracking and still haven't heard anything...Pat. I have never experienced such a run around for a product. Unless you can provide the tracking number and tell my my package has shipped, we would like a full refund immediately and the review will stay. Seems like this is the only way to get your company to respond in a timely manner.It's Monday and still nothing from this company. It's been 21 days trying to get some answer from them as to where the shipment they keep claiming is coming even is.I requested a refund on June 28 2023. Told it would be issues within 3-5 days. Not it has been over 2 weeks and multiple people from this company have emailed saying it had been refunded and would be now...10 days to process...I have requested proof of refund, which has never been provided. Over 6 weeks of trying to get a product or refund! Worst run company I have ever seen.

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 received my wave spa Atlantic 6 person unit. After unboxing spa we hooked it up to begin inflating unit. Once completely inflated within a short time we noticed unit losing air. So we checked hookup points to make sure everything was secure. The people helping me to set up unit noticed a small split in the seam. Well at this time we had already begun filling spa up with water so we decided to patch it. The patches that came with unit didnt keep spa from losing air. So we went to home improvement center and bought the appropriate sealant for spa repairs. We repaired it. I reached out to wave spa and at first they seemed like they were going to offer some type of help. The sent me an email and asked me to send picture of problem on spa. I told them we patched it but feel they should do something in the form of compensation. I would have been happy with a free filter or something. They asked me to REMOVE the patch so they can see the split in the seam! I responded by saying if she can give me instructions on how I remove a patch that has sealant under neath it! I will not buy from this company again. We paid over ****** for a spa that we had to patch before first use

  Customer Answer

  Date: 07/20/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Wave Tubs USA has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This company sold me an inflatable Spa, and the heater stopped after the third time we used it. They claim a heater is on backorder, and have no idea when it will be available. This company, I now realize has many bad reviews online. They don't even have a phone number to contact anyone. I have repeatedly asked them to call me so I can speak with someone. I want a full refund of $549.99, instead of being stuck in limbo by a company that is selling faulty products.I have been emailing them since April regarding getting a solution. I would have been okay with getting a replacement heater then, but since they kept putting me on the backburner, and just plain awful, I want the refund. I have emails as proof as to how long this has been an issue, and it's completely ridiculous that they do not want to provide good customer service.

  Customer Answer

  Date: 07/15/2023

  At this time, I have been contacted directly by Wave Tubs USA regarding complaint ID ********, however my complaint has NOT been resolved because:

  They continue to refuse to call me, and claim they will send a replacement part within a week or two. However, I don't know if the replacement will completely fix the issue until it arrives. They refused to refund me.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 received an undamaged box containing the spa unit and control. I set up the spa as required in the instructions and used the control box to inflate it. I filled the spa, covered it and let it heat up overnight. In the morning, the spa had lost considerable air and was listing badly. I re-inflated the spa and we used it for the first time that afternoon. While we were using the spa, we could see it was deflating. I noticed a small air leak on a seam in the collar and sealed it with the seam sealer and patch included. By the next morning, the spa was deflated again. I re-inflated it again only to find it deflated by the afternoon. I immediately searched the website to find out how to make a warranty claim and filed one last Monday (8 days ago). I received a claim number which said someone would contact me in response. There has been no response. Four days later I again contacted customer service to ask when I could expect a response. I have heard nothing. I also posted a review about my experience on their website; however, it was not posted and I didnt get any feedback from the company. The spa is useless if it wont hold air where inflated. At this point, I would like a replacement or refund.

  Customer Answer

  Date: 07/11/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Wave Tubs USA has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/24/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 my Wave Atlantic 4 person spa on 4/22 and received it on 5/3. After going through all of the steps to set up the spa, it didn't work. No heat and immediate error codes. Tried multiple times to troubleshoot the issue, nothing worked. Went on the Wave Spa website where it says you can do a live chat, that didn't work either. No phone number to call only an email address. So I emailed them. After 3 or 4 days they copied and pasted the troubleshooting list and sent it to me. After going back and forth, I told them I just want to return the spa. They ask for pictures, I send pictures, my pictures aren't good enough. So I send more pictures, nope not good enough. They refuse to let me return the items. I am about 20 emails deep and still no resolution. I don't expect this to do anything, but maybe someone will see this before buying from them. Do not waste your money. They seem to get off on giving you a hard time. Their customer service is horrible, and judging by others having the same experience, their products are as well.

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This company is running a fraudulent business. They delivered a faulty product, asked me to cancelled the dispute with my credit card, promised a refund they wont deliver on, have false advertising about returns on their website, and keep deleting negative reviews and blocking my email so that I cant review their webpage. Obviously they are manipulating buyers into thinking their product is great when it is the worst customer service ( not one human works there its all *******) or get back to customers with any real solutions.

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Jacuzzi from wave spas upon pumping up the brand new Jacuzzi and filling it with water and the heating element it does not work or hold air. This is A brand new PURCHASE and has not worked yet. I've contacted customer service 7 times now asking to return it for a refund, which they have not done yet. I have proof of all emails sent. website says refund with no problem I've requested it in 7 emails which I can provide which are refusing to respond. I've asked for them to call me, they have not. They only have asked for serial number of jaccuzi which I've sent. Now they won't respond at all. I want a refund for this new defective jaccuzi that has never worked.

• Initial Complaint

  Date:01/11/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 received the Wave Spa as a Christmas gift in 2021. I had issues with the heater/pump unit within the first few months (error codes over and over but nothing noticeable wrong) and contacted customer service. They would not answer or assist with anything until I involved the giftee and they received his permission to help me. They then provided troubleshooting steps to take, which were not correct for my model (hold filter button to reset unit, this does nothing). They then provided a list of pictures they wanted me to take to further assist, which I provided. They did not answer any questions I had, in the meantime, but instead came back and requested that I provide videos of the tub, of the plug plugged in to electric, and of me disconnecting the hoses to have water pouring out. I did not provide this because I am in poor health and felt like I was being given the runaround, as they told me they would assist with a replacement after I sent the first round of pictures; however, I did let them know when the unit would no longer power on and was still within warranty. I have never received another reply and $800 wasted.

• Initial Complaint

  Date:10/17/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Wave Order #******** On 8/19/22, we ordered a Wave Spa hot tub. We paid ******* USD for it. We charged it to a CapitalOne credit card. We received the product on 8/24/22. When we attempted to use the product, the power unit faulted out immediately. We contacted the company to let them know the product did not work. They are very difficult to contact. There is no phone number, and the live chat on the website appears to be completely fake, prompts direct the user in a circular URL pattern with no real opportunity to chat with anyone. Only when we filed a dispute with *********** for a product scam did we get an email response from Wave. **** admitted the unit was faulty and needed to be replaced, but asked us to close our dispute with the credit card company before they would even send a shipping label. We refused, and reported this to *********** as an improper business practice. **** sent a shipping label and we sent the faulty unit to them accordingly. After sending the unit back, we received no further communication from Wave, and they did not send us another unit. On August 30th, Captial one credited the purchase back to our account after informing us that we had been the victims of a product scam. However on October 12, *********** reinstated the purchase with no explanation and without contacting us. When we called we were told that **** had a strict no return policy, only exchanges. We informed them that this was not a return, the product never worked, and **** had failed to exchange the faulty unit for a good one, after promising that they would. We sent evidence of all this, and the dispute is still ongoing.It appears that this company is experienced in dealing with the credit card companies and knows exactly how to make this scam go through with no recourse for the customer. They know these products do not work, and should not be allowed to sell them online. We simply want our ******* USD back.

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 September 7th of 2021, I bought an inflatable Spa from Wave Spa for $369.98. In April of 2022, the heater died. I contacted them on April 5th 2022 and they said they would collect the old heater and send a new one. I included a picture of their warranty policy and of the e-mail of them telling me they would send me a new one and take back my old one. It is now five months later, and there are 60 emails between us with nothing resolved. They just keep saying the same thing. They have told me over over and over that they will send me a label to collect the broken heater. They say that they emailed the warehouse management and are expediting the label. They just keep saying it and never doing it. Then they keep Saying they will expedite my replacement heater, then says they dont have any. They even said Fed X tried to pick up the old heater but I refused their service. I was on vacation so no one was even here to refuse it. They lie and they just want me to give up. They have no intention of sending me a new one or picking up my old one and they just keep stringing me along. I want a refund, as my hot tub is worthless and they told me they would replace my heater 5 months ago.