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Business Profile

Hot Tub Dealers

Buckeye Spa & Pool World, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tub Dealers.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:07/22/2024

    Type:Product Issues
    Status:
    UnresolvedMore 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 June 3rd, 2024 I contacted a representative for Atlantis Pools & Spas at ************, and explained that the motor on my spa was making a knocking noise.  After explaining the sound, I was advised that repair should take about an hour, and was quoted a rate of $150/hr.  We also discussed draining and cleaning the spa, which would take about three hours at the same rate.  The person I spoke to explained that the only other variable to consider would be if the spa had a leak or was in a hard-to-reach area, which would cause the per hour rate to be higher.  We agreed to an appointment sometime after 2:30pm on June 24th, 2024.
    On June 24th I received a call from the technician around 6:30pm.  He explained that he was still willing to come out and perform the services we discussed if I was ok with him being there until midnight.  I stated that I was ok with that.  He called thirty minutes later and said he failed to factor in that he was two hours away, so he wouldnt be finished until 2:00am.  He seemed like he wanted to reschedule, so we then agreed that he would come on July 8th, 2024.
    On July 8th, I received a similar call around 6:30pm, with the technician saying it would be around 8:30 before he would arrive, meaning it would be after midnight when he finished.  He again seemed like he wanted me to tell him not to come, but as long as he was willing, I wanted to get the repairs done and not have to reschedule again.
    Upon arriving, the technician took some pictures of the spa and listened to the sound it was making.  He immediately said the pump and filtration system needed to be replaced at a cost of $4800.  He stated that the brand of spa was low quality and wasnt designed to last more than three years (the spa is less than two years old.)  I stated that I wasnt going to pay that much for the repairs, especially since we never discussed the cost of replacement parts when talking about pricing.  I explained that I was led to believe that the sound could be created from something getting into the pump and asked him to confirm that such a thing wasnt causing the issue.  He again stated that the pump was dying and that he was positive.  He was there for fifteen minutes, provided no service, and I was charged $150 for the one hour of labor, a $300 trip fee, and $30.38 in tax for a total of $480.38.     
    The next day, I contacted the manufacturer of the spa.  They connected me to one of their technicians, and he asked to hear the sound over the phone.  Upon hearing the sound, he stated that he could say with 90% confidence that something like a small piece of plastic had gotten into the pump.  He gave me instructions on how to get into the pump and look for any debris.  I was able to do this, and sure enough, there was a small piece of yellow plastic in there that had broken off of the mineral stick that stays in the filter.  After removing the debris and reconnecting everything, the knocking sound is gone, and the spa works just fine.
    After I was able to perform the repair myself, some things the Atlantis technician said started to come back to me.  He stated that there are times, especially when customers have spas that are recessed in their decks or patios, where he quotes 
    them an outlandishly high price hoping they refuse the service.  He also didnt seem very excited about being out until 1:00am, which is how long it would have taken him to perform my repairs.  It is my belief that he was content with the $450 he was going to make for our 15-minute conversation, and fabricated the assessment of the pumps just to see if I would bite on the $4800 replacement.  Its the only thing I can think of that would explain why he didnt look in the pump like I suggested.
    I am seeking a full reimbursement of the $480.38, and upon receipt of that refund, I will consider the matter closed.  If Atlantis refuses, I will be contacting the Ohio Attorney General to seek further options.

    Customer Answer

    Date: 07/23/2024

    Hello.  I believe this complaint was opened against the wrong entity.  The business in question is Atlantis Pools & Spas, not Buckeye Pools & Spas.  Perhaps Atlantis is owned by Buckeye, and if so, I apologize.  But it looks like they are separate businesses.

     

    Thanks,

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

    Customer Answer

    Date: 07/23/2024

    I entered this information when I submitted the complaint, but it looks like maybe it was replaced by autofill.  This is the business's information:

    Atlantis Pools & Spas

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

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

    Website - www.hot-tubs.com

    Email - *****************

    Phone - **************

    Customer Answer

    Date: 08/02/2024

    Upon further investigation, I believe this is the correct business based on the address of *******************************************************************  I've attached the invoice I received on the date in question.  Thank you.

    Business Response

    Date: 08/19/2024


    ---------- Forwarded message ---------
    From: service buckeyespa.com <**********************************>
    Date: Mon, Aug 19, 2024 at 3:37 PM
    Subject: Re: You have a new message from the BBB of Central Ohio complaint #********.
    To: Better Business Bureau <********************************************************>


    8/13/2024

     

    To Whom It May Concern:

     

                    ***** is wrong about everything.  He was told what all the fees were, in detail, up front, on a recorded line.  We have attached a copy of the recording of our conversation.  He knew exactly what everything would cost.  There is NO mention of anything about anyone being charged an outlandishly high price to deter them from having us do any work.  That was a lie!  Based on that lie alone, this complaint should be removed.  On the phone, he told us about how he wanted us to clean the spa, fix the spa, and educate him.  Why didnt we take anything apart?  Because he told us not to!  He didnt want the bill to go higher.  We never told him that he needed a new filtration system.  We did tell him that he needed about a new ozone and UV sanitizer system.  He clearly didnt want to spend any money.

                    ***** was charged the absolute minimum, as he was told of upfront.  There will be no refund.  We have done nothing wrong.

    Customer Answer

    Date: 08/19/2024

    [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

    Complaint: 22019619

    I am rejecting this response because: 

    The businesss response is nonsensical, and the tone should be evidence of their fraudulent behavior.

    Why would I pay almost $500 to receive zero service if I didnt want to spend any money.  That makes no sense.

    I asked the technician twice to look inside the pump for debris, and he refused, stating that the pump was shot and he was positive in his diagnosis. He was there for 15 minutes. I performed the repair in 20 minutes myself, and I had never worked on a spa a day in my life. The technician couldve easily performed the repair within the hour that I paid for if they knew anything about spa repair and were not out to commit fraud.

    This business also tried to have a negative review I left removed, claiming that they never did any business with me.  I provided the platform a copy of my receipt, proving this was another lie.

    I hired another spa business to come and assess how my spa was operating after I removed the piece of debris creating the noise.  Their assessment was that the spa looks brand new, and that they were willing to testify to that.  A far cry from this individual telling me it was a broken down model that needed massive repairs, that he would be happy to haul away for me.  (To no doubt sell second hand.)  Im currently communicating with the Ohio Attorney General as well as my local police department.  The business may refuse my refund request, but despite hiding behind various business names to escape accountability, this pattern of fraudulent behavior will be exposed.


    Regards,

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

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