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Business Profile

Hot Tub Dealers

Spas Unlimited of Houston
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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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  • Initial Complaint

    Date:12/09/2022

    Type:Product Issues
    Status:
    Resolved
    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 bought a cal spa about 6 months ago, the pillows were decaying leaving black marks on the inside of my spa.
    A repair man was here yesterday trying to repair all the leaks, and the spay is still leaking. The business rep said it was because of the pressure and that all jets must remain open. I have owned 3 spas and never had this problem; furthermore leaving all the jets open was not in any instructions that I received from spas unlimited or *** ****

    Business Response

    Date: 12/22/2022

    Mr. ***** called the office November 14, 2022 complaining that the volcano jet was sucking water in instead of pushing water out. Mr. ***** advised us that he was going out of town and would contact us when he returned. On December 8, 2022 we sent our tech out to resolve the problem. When Martin (our tech), arrived, he explained to Mr. ***** that he had turned the jet off at the jet itself and that once Martin turned the jet to the on position everything was fine. While Martin was there, he noticed that there were 5 leaks at the jets. Mr. ***** said that he had turned on both 6 horsepower pumps and turned the majority of the individual jets off, Causing extreme back pressure on the plumbling resulting in separation of the plumbing from the jets. Martin thought that he had fixed all the leaks on that day but the next day there were 3 more that Martin had to go out and fix due to the same thing. Mr. ***** was not charged for the repairs as Spas Unlimited covered it, but he did pay a one time trip fee that is normal even under warranty. Spas Unlimited paid for the repairs as this is not a warranty issue that is covered by **** **** *** ************* but an issue with user error.

    I have no idea what spas Mr. ***** has owned in the past that would encourage turning off a majority of the jets while turning on all the pumps. I have spoke with our rep *** ***** ** *** **** and he has never heard of anyone turning off all the jets and then turning on the pumps, and neither have I. To me, this would be like stepping on the brake and the gas at the same time. Commonsense says somethings going to give.

    In regards to the pillows in this spa, they are warrantied on delivery to be free of defect. In my 35 years in the spa business, and in the opinion of the *** **** **** the pillows were damaged in all probability by chemical abuse (to much chlorine of bromine). *** **** further advised that if he was not going to use the spa, to remove the pillows and store them inside away from the sun and chemical fumes. Chemical abuse is covered in the owners manual. In an effort to create good will with the customer, Spas Unlimited replaced all 4 pillows at no charge to the customer.

    Spas Unlimited sold Mr. ***** a spa Manufactured by *** ****. In our agreement it states that "all warranties are the manufactures warranties". Not Spas Unlimited Warranties. We have replaced pillows at our expense and repaired damage that we will not be reimbursed for, in an effort to maintain a good relationship with the customer. Mr. *****s complaint is due to his improper use and maintenance of the spa.

    Customer Answer

    Date: 12/27/2022

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  







     

Spas Unlimited of Houston is BBB Accredited.

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