Complaints

This profile includes complaints for Bullfrog International, LC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Bullfrog International, LC has 8 locations, listed below.

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• 

  Bullfrog International, LC

  7017 W 11800 S Riverton, UT 84096-5736

  
• 

  Bullfrog International, LC

  1851 W 500 S Ste C1 Springville, UT 84663-3294

  
• 

  Bullfrog International, LC

  2701 S Hwy 89 North Salt Lake, UT 84054

  
• 

  Bullfrog International, LC

  644 N State St Ste 103 Orem, UT 84057-3820

  
• 

  Bullfrog International, LC

  380 E 2000 N Harrisville, UT 84414-7206

  

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:08/04/2023

  Type:Service or Repair 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 purchased a Bullfrog Spa serial number ****** manufactured September 2019 which is still under warranty. My Bullfrog spa is leaking. I have contacted both Pacific Pools and Baumann Pool and Spa on multiple occasions over the past weeks and months for them to come out look at the spa and fix it.
  
  I have contacted Baumann Pool and Spa in 2023 on the following dates for this purpose:
  8/4, 8/2, 7/31, 7/28.
  
  I have contacted Pacific Pools in 2023 on the following dates for this purpose:
  7/31, 7/28, 4/11, 4/10.
  
  When I contacted Pacific Pools in April they told me they would make an open work ticket to come out and fix the spa. From subsequent conversations, I've had it appears they never intended to come fix it in the first place. My perception is that they are using delay tactics in a hope that I would give up.
  
  I spent $11,000 on this spa which is now unusable. I would like for someone from Bullfrog to come service my spa. I'm very busy and do not have time to constantly call someone on the phone to try to get them to come out and honor the warranty.
  
  I have emailed Bullfrog Spa at ************************ to seek resolution. I have also called the phone number listed on their website ###-###-#### and have received no response. I am contacting the better business bureau hopeful that you will be able to resolve this issue prior to me contacting a lawyer.
  
  I am disappointed that Pacific Pools was not interested in helping me resolve this issue. I am grateful that Baumann Pool and Spa is seeking resolution internally. However, I am disappointed that I have not received service as promised through the warranty after 4 months of attempting resolution.
  
  I have enjoyed using this product but am disappointed in the poor customer service i have thus far encountered.
  
  Thank you for your time,
  **** *****

  

  Business Response

  Date: 08/15/2023

  Hi ****, 

  So sorry to hear about your issue. We are working on finding a solution for you. We will be in touch soon.

  Customer Answer

  Date: 08/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have contacted Bullfrog Spas, Pacific Pools and Baumann Pool and Spa seeking resolution on a leak that developed on a Bullfrog Spa that I purchased for $11,000 which remains under warranty. I have made contact over twenty five times over the past four months since April of 2023 asking for someone to come out and look at the Spa to perform warranty work per the warranty agreement. I was originally told in April that there was an open work ticket  to resolve this issue by Pacific Pools but still no one has come out to look at the Spa. While I appreciate that Baumann Pool and Spa was actively working with Bullfrog to have them resolve this warranty issue, they have been unsuccessful in getting Bullfrog to come out and look at the spa. 

  Although Bullfrog has been in contact with me more regularly about this issue, they still have not contacted me with a plan to come look at the spa and perform repairs per the warranty agreement. The last time I was in contact with Bullfrog they said they would have a plan Friday 8/18 for someone to come and look at the spa and perform repairs. 

  While I am grateful that they have increased their level of contact and hopeful that they sincerely intent to send someone out. I am not satisfied and do not accept this response as no action has been taken for four months.  They have yet to inform me who is coming and when. They have not sent someone to look at the spa let alone repair it. The spa that I purchased for $11,000 is unuseable.

  I would be grateful if Bullfrog could send someone out to repair the spa promptly.

  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 08/30/2023

  We were able to find a dealership which will service the spa. A service appointment is scheduled for 9/5/2023.

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair 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 need service on my hot tub for the past several months. Have left messages with two local dealers and with factory in **** with no response. Your would think paying over $15,000 for a product that is only 5 years old you would easily be able too hey an technician.

  

  Business Response

  Date: 05/24/2023

  Hi *******,

  Sorry to hear about your issue. We will have a warranty technician reach out to see what is going on with your spa. It appears you purchased the spa in OR but now live in **. Did you move to a new area after purchasing the spa? If so, we would like to make sure the local dealer is aware of your situation.

  Thanks,

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair 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.

  -Ordered bullfrog x8 premier from *******'s of ******** and recieved tub in begining of Dec 2022 -tub had *** **** every time I use it over 30 mins -contacted ******** service **** and they sent out a guy to look at filters and a few hoses and nothing was fixed -they come out once again and say they need to replace the electronic box to ******* **** -in the meantime the tub starts to leak, they come out again saying they need a tub lift and at the same time will replace electronic box -they eventually came out and replaced two suction fittings that were cracked and they also told me they replaced the electronic box before they started with tub lift -after 24 hrs I started to refill the tub and it was leaking even more. So I stopped filling it. I also couldnt believe they replaced the electronic box in 5 mins so I looked through my camera footage and noticed they never replaced the box(tech lied to my face and pointed at box saying I just replaced it) -i called ********************************* and tried to soeak to manager **** and he was impossible to get ahold of so they said they will send out a tech again for another tub lift. -I told them the last tech is not welcome at my house because he lied to my face and I need a different tech -they send out a diff tech and he was nice, he did a tub lift and replaced all 4 suctions fittings on the bottom just to be sure and also replaced the electronic box - the tub didnt leak and throw *** ****s for ********************************************** April 24th - I called ******'s once again and the nice tech came out and said the bottom suction fittings is leaking again after 40 days. - How is all this possible on a brand new tub that was built in November of 2022 and all these leaking issues?? How frustrating is it to do many tub lifts after 4 months of owning it? How many should I so more untill it is returned or replaced with new tub??

  

  Business Response

  Date: 05/09/2023

  Sorry to hear about your issue. A replacement spa has been entered. Please work with your local dealer on the details.

• Initial Complaint

  Date:02/01/2023

  Type:Sales and Advertising 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.

  I ordered products from this website on Jan 15, 2023 order #******. I never received the chemicals, I received an email on Jan 16, 2023 stating the items were shipped and ***** tracking said its not. I have called several times and left several messages, but no reply or call backs. I have never received any clarification on my order. Can't reach a person to actually to talk to about the issue to resolve.

  

  Business Response

  Date: 02/02/2023

  We contacted the customer and found this package had been lost. We are reshipping the item.

  Customer Answer

  Date: 02/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/12/2023

  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.

  I ordered products from this website order #******.I never received the chemicals, instead the shipping information said it was send to **.Sent an email to bullfrog customer service, never received any clarification. I called the number listed and no response, since her "mailbox is full"I want the products I ordered sent to my house, or a I want a refund NOW!

  

  Business Response

  Date: 01/12/2023

  Spoke with the customer and found an error in the ship to address. Resending order as requested. Sorry for the inconvenience.

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair 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.

  On September 9,2022 I contacted Bullfrog because my spa (less than 2 years old) was not working. They said to contact Aqua Rec in ****** for repairs. I called Aqua Rec the same day (and many times since) and they have come out 4 times and replaced the control panel and whole computer system without any success. I have reached back out to Bullfrog for resolution since the spa is still under warranty. They do not return my voice messages. At this point my husband and I do not believe the spa will ever work properly again and would like a new one. A repair that should have taken 5-6 weeks is now over 3 months. Now we are told that no one can come out again until January 2nd. We are tired of the "run around" and would like you to advocate for us to get a replacement spa.

  

  Business Response

  Date: 12/27/2022

  Dealer scheduled appointment for a service call last Thursday. Last communication from customer stated, "Spa is working great now - no need to come out today"

  Customer Answer

  Date: 12/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************