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:12/16/2022

  Type:Delivery 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.

  SCP Distributors has SHADY BUSINESS PRACTICES!
  My pool store ordered a spa from them. The spa fell off the skid into the street because it was IMPROPERLY loaded and not attached to the skid. We have it on video falling and smashing into the street. The owner of *** SCP Distributors REFUSES to follow recommendations from manufacturer to fill the tub to see if it's damaged. They refuse to order another. Instead, he plans to sell spa to a local business without telling the business that the spa may be damaged. He refuses to follow manufacture recommendations to fill it and look for issues. As a local business owner, I'm appalled by this owners' shady business practices. If they won't hesitate about not telling anyone about possible plumbing problems, then who knows what else they hide and schlep to a local business to cover the costs of his poor business practices. I will make sure other local business know and strongly recommend NOT using *** / scp Distributors. I'd upload the videos if I could. Owner has seen them refuses to make it right.

  Customer Answer

  Date: 12/19/2022

  The spa will be paid once delivered. I ordered the spa through ******** Swim Pool. The local distributor owner refuses to order a new spa which wasn't dropped and plans to sell this spa to local pool and hot tub businesses without informing them it has been dropped. He refused to order a new one which has not been dropped and refused to follow manufacture recommendations to see if the spa leaks. I'm without a hot tub because they refuses to exercise better business practices and potentially pass a mess onto another local business owner. 

  Business Response

  Date: 01/18/2023

  January 11, 2023 
  
  ***** **** 
  Senior Marketplace Resource Consultant 
  Better Business Bureau 
  1 E. 4th, Suite 600 
  " 
  Cincinnati, Ohio 45202 
  RE:  *******, ***** BBB File No.: 
  ******** 
  

  Dear *** ****: 
  

  SCP Distributors LLC (a subsidiary of Pool Corporation, formerly known as SCP Pool Corp, and hereinafter "SCP") thanks you for your December 21, 2022, correspondence (copy attached) regarding ***** ********* "Customer's Statement of the Problem" ("Customer Statement") concerning her hot tub ("Spa"). SCP sincerely appreciates the opportunity to respond to *** ********* concerns and understands the important role that the BBB plays in commerce. 
  

  From SCP's review of *** ********* Customer Statement, *** ******* has concerns relating to the delivery of her Spa because it was dropped during the delivery process. *** ******* also indicates that SCP refused to follow recommendations from the manufacturer to fill the dropped Spa to assess potential damage. Finally, *** ******* alleges that SCP also refused to order *** ******* another Spa. 
  SCP appreciates *** ********* concerns, but it respectfully disagrees with *** ********* Customer Statement and believes this may be the result of a simple miscommunication between SCP and *** *******. 
  

  First and foremost, SCP values its customers and has already taken steps to remedy *** ********* concerns. SCP has already ordered a replacement Spa, which is scheduled to be shipped to SCP from the manufacturer on or about January 23, 2023. SCP will deliver the replacement Spa to *** ******* upon receipt. 
  

  As further background, SCP sold this Spa to SCP's customer, ******** **** ***** **** (hereinafter "***"); and, *** ******* purchased the Spa from ***. Then, as a courtesy to ***, SCP delivered the Spa to *** *******. Unfortunately, during the delivery process, the pallet upon which the Spa was loaded broke causing the Spa to fall to the ground. After this occurred, SCP reloaded the Spa onto its truck to return the Spa to its warehouse; and, SCP subsequently ordered a new, replacement Spa for *** *******. 
  
  In order to assess whether the Spa was damaged as a result of the fall, the manufacturer suggested SCP fill the Spa with water to determine whether or not it would leak. However, even if the Spa did not leak SCP did not feel comfortable returning the Spa to *** *******, or selling it to any other customer, since testing for leaks may not be determinative of whether or not potential hidden damage occurred. Accordingly, SCP did what it believed to be in ***'s and *** ********* best interest and ordered a brand new, replacement Spa. 
  

  Further, SCP believes there was a miscommunication relating to what would happen to the Spa that was dropped. SCP does not intend to, and would never, sell this Spa to another customer without disclosing what occurred. Further, if another SCP customer desired to purchase the Spa, it would be sold at a considerable discount, as the purchaser would be taking the risk that potential hidden damage might exist in the Spa, even if the Spa did not leak. 
  

  Again, SCP is sorry that this accident occurred during the delivery of *** ********* Spa; and, but SCP has taken steps to promptly remedy the situation. 
  

  Thank you for the opportunity to address *** ********* concerns, and please do not hesitate to contact me directly with any questions. 
  

  Sincerely, 
  

   

  Jason C***** 
  Sales Center Manager 
  

  
  

  Customer Answer

  Date: 01/18/2023

  Better Business Bureau:
  
  
   It should be noted to everyone the owner only ordered a new spa after I posted on social media and online reviews. He refused to follow manufacturer recommendations and put a nice spin on this after he realized the online rebuke from his refusal to make things right. There is a new spa on the way and I'm hoping they don't drop this one too. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ***** *******