Complaints
This profile includes complaints for Scioto Valley Hot Tubs & Spas, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
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Initial Complaint
Date:10/26/2023
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.
We purchased a Hot Tub from Scioto Valley in May of 2022. It came with a cover and a cover lifter. In August 2023 we went out one morning to use the hot tub and the cover was full of water and collapsed. (It had rained the night before). I called Scioto Valley and they sent someone out to look at it. He took pictures and we were told they would get back with us. 2 weeks later in September 2023 we hadn’t heard anything so I called. I was told they ordered a new cover and it would take about 5 weeks to get. We were told we would either have to come pick it up when it was in or pay $75 for delivery. I said we would pick it up. He said we should have it by second week of October at the latest. I asked about the lifter since it was bent and broken from the weight of the cover and was told the guy who came to our house never mentioned it but he would have it replaced. By the second week in October we hadn’t heard from them so I called them. They laughed and told me it was just ordered in September and would take 5-6 MONTHS to come in! Still no mention of the lifter. So now I have a hot tub that I cannot use that I paid THOUSANDS of dollars for that is UNDER WARRANTY. Yet they continue to sell them! I want my cover and lifter replaced ASAP! This is not the first issue we have had with this purchase as the original hot tub they sold us had been patched!!
Business Response
Date: 11/02/2023
Our Vice President, ***** ******** spoke with the customer after this complaint was filed. He had set up a time to take out a "loaner" cover and do a spa orientation with her and we would swap it out when the new cover arrives. However, when he offered this to her she said that if it's only going to be a couple more weeks, she doesn't have a problem waiting.Customer Answer
Date: 11/15/2023
I was told by ***** when the cover comes in they would have their guy come demonstrate chemical care and bring the cover. I just received a phone call from them 11/15/2023 stating the cover is in and for us to come pick it up. I told here what ***** had said and she said they can’t come out for another week. I told her we will just come get it. What a nightmare this place is to deal with. No one knows what is going on! And they still haven’t fixed the lifter for the cover.Business Response
Date: 11/20/2023
Our Vice President, ***** ******** contacted the customer on 11/15/23 and they set up a time for our Operations Manager, **** *****, to deliver the cover and go over chemicals and spa maintenance at the same time on 11/24/23. We apologize that the customer service rep that she talked to originally misunderstood the notes on the invoice.
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