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:12/03/2024

  Type:Sales and Advertising Issues
  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.

  I ordered a spa from this distributor ************************** of Lifesmart Spas. They delivered the incorrect item to our rental property. I had trouble getting an approval for the correct item to be sent out. They finally sent a replacement item that was in poor condition and looked used and damage. They admitted a customer mixup from initial delivery, so apparently they shipped me the correct spa from another customers house. I reported the damage, and they would not send me a new unit in good condition. They insisted on sending replacement parts and panels, that would cost me over $1,000 in labor for my contractor to repair on their behalf. I had to contact and escalate to the manufacturer ***********************, who then replaced my spa and took care of the issue. I've had to pay $700 to my guys to move damaged and incorrect spas in and out of my yard, 6 times now. $200 for incorrect spa, $200 for damaged spa, and now $300 for 3rd replacement by the manufacturer. I should not be responsible for these costs. This has also delayed my project significantly and this is an investment property, and this is the only item that is holding it up.

  Business Response

  Date: 12/04/2024

  We have assisted Ms. ***** to get the correct spa and worked to minimize any inconvenience.  We have not been provided any request for further support, nor any documentation for loss of expense.  The spa Ms. ***** received is the correct spa, and is brand new - direct from our warehouse.  Unfortunately, freight damage does occur with items being shipped by LTL freight.  We work to resolve any issues at no cost to the customer, as we did with Ms. ************ The cosmetic damage of the removeable panel is being replaced by the manufacturer.  It is a handful of screws to replace, which the manufacturer can have a tech to install upon request.  Most people simply do it themselves to save time, since it is about 10 minutes with a screwdriver to replace it.

  All of our services are posted and documented that moving the spa and installing the electric are the customer's responsibility.  Curbside delivery is all that is offered, and we do not provide electrical services.

  After notifying Ms. ***** that the replacement panel is being sent out, we have had no further contact with her.  I am not sure what her communication and solution has been with the manufacturer; however, we walked this through with Ms. ***** to get her the correct spa she ordered and to make sure all pieces were correct.  We are simply awaiting the shipment of the new panels.

  Customer Answer

  Date: 12/10/2024

  The spa is fully built in to a deck, it is not possible to simply replace panels.  The top was scratched and has damage, as well as the sides cracked. There is no telling if there was concealed damage to the functionality of the spa. Concealed damage would have resulted in removing installed portion of a $15k deck, and then reassembling the deck. To make a consumer simply replace panels on a $4,200 item is unacceptable. I purchased a new unit, not a used as-is item. Also, what they are not acknowledging is the fact of the labor portion that consumers have to pay every time a spa is taken to yard, or taken to curb, and to replace panels, The contractor does not do any of this for free, thats why I finally had to reach out to the manufacturer once I was not getting anywhere with them, who completely understood my point of view, did not want to be liable for any deck removal or repair if the unit was internally damaged, and they replaced it immediately. I have paid 5 times now for moving the spa for this singular order (spa #1 to backyard, spa #1 to curb, spa #2 to backyard, spa #2 to curb, spa #3 to backyard.)  My project is also delayed due to this, as it stopped work twice, and I had to wait for a replacement, and wait to get the ** back on the schedule each time. Outlet Spas would not replace the damaged unit, and only offered replacement side panels that would take 2-3 weeks to manufacture, to piece together the unit, while they had a new model in stock available to ship on their website. I should not have to piece my new purchase together, nor pay the multiple costs to piece it together, and still risk a faulty product. The manufacturer *********************** was in agreement that it was a risk to install. 

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22634264
  
  I am rejecting this response because:

   

  The spa is fully built in to a deck, it is not possible to simply replace panels.  The top was scratched and has damage, as well as the sides cracked. There is no telling if there was concealed damage to the functionality of the spa. Concealed damage would have resulted in removing installed portion of a $15k deck, and then reassembling the deck. To make a consumer simply replace panels on a $4,200 item is unacceptable. I purchased a new unit, not a used as-is item. Also, what they are not acknowledging is the fact of the labor portion that consumers have to pay every time a spa is taken to yard, or taken to curb, and to replace panels, The contractor does not do any of this for free, thats why I finally had to reach out to the manufacturer once I was not getting anywhere with them, who completely understood my point of view, did not want to be liable for any deck removal or repair if the unit was internally damaged, and they replaced it immediately. I have paid 5 times now for moving the spa for this singular order (spa #1 to backyard, spa #1 to curb, spa #2 to backyard, spa #2 to curb, spa #3 to backyard.)  My project is also delayed due to this, as it stopped work twice, and I had to wait for a replacement, and wait to get the ** back on the schedule each time. Outlet Spas would not replace the damaged unit, and only offered replacement side panels that would take 2-3 weeks to manufacture, to piece together the unit, while they had a new model in stock available to ship on their website. I should not have to piece my new purchase together, nor pay the multiple costs to piece it together, and still risk a faulty product. The manufacturer *********************** was in agreement that it was a risk to install. 

  
  In summary, I should have paid once to bring a new spa in good condition to my yard. I should not have to pay for the additional 4 times. I am not pursuing the loss to my investment income due to the project delays caused by this, and I feel my request is fair. Further the conduct of the business is poor. The label on the spa was timeworn and faded (contrary to their claim of it being new) and condition of packaging was poor, and condition of unit was poor. 

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

  Business Response

  Date: 12/12/2024

  I completely understand that the customer would like a full refund of their purchase; however, the customer is receiving another new spa direct from the manufacturer.  All spas received by the customer are brand new and have never been in the possession of another consumer.  They have never been off the pallet.  They do, however, travel through a warehouse, onto multiple tractor trailers, to a local station loading dock, and then to final delivery with the customer.

  The customer understood the panel was damaged, and chose to setup her spa while waiting for the for the manufacturer to send the new spa.  So, she chose to setup, remove, and reinstall the new one.  That is absolutely your choice; however, the warranty is quite clear that customer is responsible for all costs in moving the spa from curbside or to the curbside in the case of a pick up for replacement.  If the spa is setup in a location in which it is not accessible for service, then that too is the responsibility of the customer to allow access.

  The warranty is clear on this.  Though, we are sorry the delivery was not flawless, the customer was provided with over $1,500.00 in freight costs at our expense for a simple panel that could have easily been replaced (much easier than replacing the whole spa, as she chose to do).

  As for any scratches or further damage, we were never made aware of any damage expect the panel.  We were never provided any evidence of such damage.  We have no reason to suggest that any further marks or scratches did not happen while trying to position the spa into such a tight, closed area.  We have worked with the customer to resolve any and all issues, leading to the customer receiving another brand new spa.  The customer's expectation to have a spa and a refund is unreasonable.

  We are here to support the spa purchase, delivery, and warranty as it is identified and laid out in the terms and condition of the sale and the warranty provided by the manufacturer.  This is the same for all of our customers, and we will continue to be a resource for Ms. ***** as she enjoys her spa.

  Thanks,

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

   

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22634264
  
  I am rejecting this response because:

  I never installed the spas that needed to be returned, there would be no reason for me to do so, I have a deck in construction, that is dependent upon the final spa in good condition to be installed so it can be closed into the deck.  That is the entire reason the deck project could not advance until I had a spa in good condition - and this is not being heard.

  I will once again reiterate, the deck could not be built without a spa in new condition in place, waiting for a spa in new condition, and there is no reason to set a damaged spa in place.  I could not risk installing a spa that had further concealed damage, and have to tear the deck apart later to replace the spa.  I was responsibly avoiding a future product escalation, that would have incurred even further costs and construction. The first spa was the incorrect model number from what I ordered, and the second spa arrived with packaging damage, and upon opening, physical damage to the product. It was not just the side panels that were damaged, it was the top as well.  My request was for a good condition product that I ordered, not to have panels replaced.  I did not approve for Outlet Spas to proceed ordering replacement panels.  They pushed back with that as the only solution, and informed me they ordered them, which is again not appropriate customer service. That is the point when I gave up with Outlet Spas and reached out to the manufacturer for help. 

  I am the Vice President of a distribution company, I have no reason to falsify claims and certainly understand the business.  As a distributor, you have one job, to get the product to the customer in one piece - and take ownership of any issues along the way which in this case was an inability to deliver the correct product, or a product in good condition. 

  I am not asking for a refund of the spa, I am asking for reimbursement for the 4 additional carrying fees to bring damaged and incorrect spas - that is not my responsibility.  A good customer service team would have already sorted that out with the delivery company and not left the customer to deal with that.  I have paid $1,300 in moving spas back and forth. I agree to one of the charges for $300, and not the other 4 totally $1,000. If they got the delivery right the first time, there would have been 1 charge for moving the spa. I am requesting a refund of $1,000, and will provide invoices from the contractor for moving the incorrect and damaged spas, the 4 additional times. 

  I have attached photos of the 2nd damaged spa that was delivered, damage to packaging, faded and timeworn labels, and then the damage that was found upon opening. 

  I am not going to drop this matter, so I expect a timely resolution. 

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

  Business Response

  Date: 12/16/2024

  Your pictures are great, and I am glad you don't have to worry about the scuff on the shell, as that spa has been replaced with a brand new spa.  As for the **** on the spa that is being replaced already, this is the first I have been communicated of that, which is a very easily fix.  The manufacturer would have gladly sent a technician to repair when they replaced the damaged panel. However, since they have replaced the total spa as a warranty service, you do not have to worry about any potential damage that may have occurred during transit with your spa.

  Additionally, your photos of the packaging verify that the spa was wrapped in new state and worn during LTL transit, so thank you for the confirmation that this is indeed a new spa.

  We are so glad the manufacturer addressed your concerns with the provision of a new spa under the warranty and did not charge you anything for the freight, as is their right under the warranty.  It sounds like you have a new spa coming directly from the manufacturer, and we are glad you have gotten your needs addressed.

• Initial Complaint

  Date:07/07/2022

  Type:Delivery Issues
  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.

  On May 17 I purchased a spa from outletspas.com. I had trouble with the processing of the order. I had to call the company to fully process the order as I financed using a third party company. The company was pleasant and responsive when I was purchasing, and thats where the niceities ended. I contacted them several times to get an update on the tracking information as it had been 6 weeks. They did not respond. Eventually a third party logistics company called me and left a message to contact them to setup delivery. I contacted the logistics company "****" whose call back number did not work. I ended up having to call their main number to schedule delivery. The company scheduled delivery 7/5 from XX:XX-XX:XX, **** never delivered the package and would not answer the phone when I called on 7/5. I called Outletspas on 7/5 who told me they couldn't help and to stop contacting them. I asked for a call back from a manager and they refused telling me I needed to figure out how to get the item delivered by the freight company. I continued to contact ****, and called corporate who confirmed the spa was picked up but was the truck was not where it was supposed to be, this was confirmed by GPS tracking. They confirmed their truck was never anywhere near the city I lived in, nor had they attempted delivery. On 7/6 I contacted **** again, they didn't know where the spa was and refused to deliver the spa and hung up on me. Prior to being hung up on I requested a call back from the operations manager from ****, they refused. 7/6 no contact from Outletspas. 7/6 filed a dispute for the charge with the financing company uplaoding documentation prooving the spa was not delivered and that the item showed as being lost in Nashville area.

  Business Response

  Date: 08/23/2022

  Business Response /* (1000, 9, 2022/07/19) */ I apologize for the frustration you experienced trying to get your spa delivered. We use a third part delivery company, ****, to deliver the type of spa that you purchased and unfortunately, we have no control over their delivery teams. We do have record of you contacting us for an update, and each time we reached out to **** requesting that they contact you with an update and to schedule the delivery since we are not able to do that. However, despite all the hassle, I do show that you received the spa on 7/11 and I do hope that you are able to enjoy it now. I will forward your experience over to the management team at **** to they can address the issues you experienced with their teams. Consumer Response /* (3000, 11, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received the spa. The last update I have was that it was lost and could not be delivered per corporate. **** refused to deliver the spa and it was documented as being lost on 7/5 and 7/6. We have been waiting on a call back from a manager for weeks from OutletSpas which has never happened. The reutrn tracking number is WZXXXXXXXTR which means it was NOT delivered. There is no signature for delivery because it wasn't deliverd. I am uploading a tracking showing the ticket being opened the same day the original was marked as delivered, according to **** they have to do this with all of their orders. The package is scheudled to be sent back to **. I have contacted the finance company to dispute the charge. I am expecting a refund in full since no product was ever received and the shipping company had lost the package and could not deliver it. Business Response /* (4000, 15, 2022/08/03) */ We ship thousands of these spas and unfortunately we do have a small percentage that experience issues once the spa is in the hands of the freight carrier. I apologize that you were one of them. I have worked diligently for weeks in an attempt to get you the spa, only for you to refuse it once they attempted to deliver it. I understand your frustration with the whole process, but please understand, we have done everything in our power to get your spa to you as quickly as possible with the circumstances we are dealt with the freight industry right now. Consumer Response /* (4200, 17, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) When will the company be submitting a refund in full. Business Response /* (4000, 19, 2022/08/09) */ I would reach out to the finance company, as that is between you and them. We do not have any part in that.

• Initial Complaint

  Date:06/29/2022

  Type:Delivery Issues
  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.

  Item purchased on 5/18/22 for $******** from their online store. The item was delivered outside of the appointment window and was signed for by an unknown individual and left in the driveway. Upon inspection of the product there was damage to which was reported to the company as soon as they opened the following business day. The company reports being unwilling to assist in the problem of a product that arrived damaged.

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 8, 2022/07/19) */ The delivery appointment for your spa was between 1-5, you sent us a ring video that showed the truck in front of your house and unloading at ****, which indicates they arrived within the appointment window. The first time you called to report the damage we asked if you signed the *** as damaged, which is made very clear in the email with the tracking information needs to happen in order for us to file a freight damage claim. You originally stated the driver did not have a *** for you to sign. When our team reminded you that the *** needed to be signed for as damaged, you recanted the first statement and said the driver arrived outside the delivery window and you weren't even there. When we asked who "*****" was that did sign for it, you told us it was your landscaper, however, in this *** claim you state that it was a "stranger". I apologize that your spa cover arrived damaged, however, as we make very clear prior to your delivery, we are unable to file a freight damage claim if the *** is not signed as "damaged" and we did offer a replacement cover at a discount, which you refused.

• Initial Complaint

  Date:06/27/2022

  Type:Product Issues
  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.

  I ordered the spa on 4/20/2022 with a 4-6 week delivery time. I was contacted on 6/1 to schedule delivery from their chosen freight provider that not only could they fit it on their truck, but that it was damaged. I refused delivery at that point and never heard from Outlet Spas. I called on 6/9/2022 and they claimed to know nothing of the refusal, so a refund was requested. I was reminded of the terms and conditions of 7-10 days to process. I called on the 11th business day and was told that it still had not been processed. The manager had not approved the refund yet. I was clear that I would file a complaint here and contact my bank to report it as fraud, and ****** from Outlet Spas "cautioned" me in doing reporting as fraud, stating that I wouldn't get my money back for a far much longer time. So, not only do I still not have my refund, I was threatened with not getting my refund for an indefinite amount of time by utilizing my rights with my own financial institution.

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 10, 2022/07/19) */ I apologize that you were not able receive and enjoy the spa you initially purchased. However, I do believe there is some confusion and miscommunication regarding your refund and you filing it as "fraud" with your financial institution. Your refund request was sent to management on 6/10 and was approved and forwarded to our accounting department on 6/13. When you called on 6/27 to follow up on not receiving the refund our accounting department discovered it had accidentally been missed and processed it immediately. When ****** "cautioned you in reporting it as fraud" what she was trying to communicate was that you would receive the refund much faster with us processing the refund rather than starting a chargeback that would tie up the money until the chargeback was resolved, which has been known to take months. Again, I am sincerely sorry for all of the confusion, miscommunication, and the delay in the refund.

• Initial Complaint

  Date:06/26/2022

  Type:Product Issues
  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.

  on may 22nd 2022 i purchased a hottub from outletspas.com it arrived june 10th 2022 but was not in working condition when i messaged them they said it was not the company's fault i have to contact the manufacture

  Business Response

  Date: 07/26/2022

  Business Response /* (1000, 10, 2022/07/19) */ I apologize for the issues that arose when you received your spa. The manufacturer was attempting to resolve your issue when you became disrespectful and belligerent with their customer service agent and stated you would be filing a chargeback. Once we received your email that you were only "talking big and being angry" and were not filing a chargeback, the manufacturer did schedule the technician to repair your spa, which has now been completed. Had you not threatened a chargeback and been disrespectful to the customer service agent that was attempting to resolve your problem, the spa would have been fixed much sooner. Consumer Response /* (3000, 12, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I treat people the way they treat me & at no time did anyone try to help me i was made to jump through numerous hoops and both you and the warranty company are still trying everything you can to not help me Business Response /* (4000, 14, 2022/07/20) */ There must be some information that has been left out. According to the manufacturer (the warranty holder) they spoke with the technician that serviced your spa and they reported the spa is fixed and was up and running. If you are still experiencing issues, please reach out to them so they can coordinate a resolution.