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:11/12/2024

  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'm a first time home buyer who was in the middle of a home build when I placed and paid Lumos Hearth and Home $6,802 to order a hot tub. The home build contractor unfortunately left my home unfinished having taken loan funds elsewhere. I communicated this issue several times with **** at Lumos Hearth and home who conveyed that he would be able to re-order a hot tub when my home was built. However, my home still remains unfinished. I would like move forward to reclaim a refund for $6800 as I do not have a home for it to be delivered to. I have sent emails via Lumos Hearth and home website related to the refund request. Unfortunately, I have not received a response. I'm seeking reimbursement for an unfulfilled order. Thank you for your assistance.

  Business Response

  Date: 12/05/2024

  Hi ******** - 
  
  My name is ***** and I am the owner of Lumos Hearth & Home.  I 'm sorry that you haven't received the communication or customer service you deserve.  I did send you an email on November 12th, as well as a phone call I believe the evening of the 23rd and left you a message asking for you to give me a call. Again, I apologize that **** has dropped the ball with communicating with you.  He is leaving the company later this month to pursue other interests and I have been working for the last few months to buy him out of his half of the business. I wasn't too aware of all the details with your hot tub, I have asked **** why we still have your hot tub and he said that you were having issues with your contractor and we were holding on to your tub as a favor until you had those issues cleared up.
  I am sorry to hear that you're still dealing with that garbage with your contractor, but it also doesn't sound like I got the whole story. 

  In regards to your hot tub, we're in kind of a pickle. Hot tubs, and Bullfrog Hot Tubs in particular are a customized to a customers requests, so it's kind of a "special order" item with those. On top of that, your hot tub was ordered so long ago, that there has been a model change since then, the new Bullfrogs look significantly different than the old ones. A lot of the draw to Bullfrog revolves around the fact that you can "build your own customized hot tub", so most of our customers come in here to do just that.  A big part of the reason we don't stock any spas. 
  
  So officially, custom orders, are non-refundable. We are a small business and a $6000 refund is understandably a big blow to our business. That being said... We want to do what we can to help you. Maybe there is some middle ground we can find? What i've done in the past with other situations somewhat similar to this (a cancelled stove, or fire table, or other special order item) has been to put them on the floor for sale, and once they sell, work with the customer to settle up. Fortunately, what you paid for (or the deposit you put down) your hot tub is about 2 grand less than what they currently go for. It's unlikely that we'd have to come down on the original price that you paid. So that's good news there. The tricky part may be just finding the customer that wants that year hot tub, rather than a new one.
  
  Let me know what you think, I genuinely hope we can figure something out, but hopefully you can understand our end of things as well. I know you and I both have been put through the wringer, and we don't want to add to your grief, we just need to work together to find a solution that is best for everyone.
  
  Please give me a call on my cell phone-************ or email me at ******************************** at your convenience to discuss.

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

  Owner

  Lumos Hearth & Home

  Customer Answer

  Date: 12/20/2024

  Thank you ***** for getting back to me.  With regards to special order hot tubs, in my last conversation with ****, he wanted my permission to sell the hot tub I had ordered that was being kept on site. I gave him approval to do just that I believe early in the year. 
  
  I understand that the hot tub isn't worth as much as it was. But it isn't fair to the customer who took on $6800 of credit card debt for a product that unfortunately could not be delivered.  And also of which Lumos received funds from selling inventory that a customer ordered and paid for.   
  
  I'm requesting a reimbursement of at least half of the current value of the hot tub which would be around $2700.  
  

  Business Response

  Date: 02/14/2025

  Hi ***-

  This is *****, the new owner over at Lumos Hearth & Home.  I am happy to work with you on this.  Please give me a call at ************ or email me at ******************************** so we can discuss your refund.  

   

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

   

  Customer Answer

  Date: 02/15/2025

   
  Complaint: 22545746
  
  I am rejecting this response because contact with Lumos prior to contacting BBB was not acknowledged without multiple attempts and or delayed response.

  Therefore, I feel it necessary for guided support to resolve the amount of $6,800 paid to Lumos for its product that was subsequently sold. 

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

  Customer Answer

  Date: 02/24/2025

  Dear BBB-

  I have attached the November 6th, email to the merchant for your review.  This November inquiry went unacknowledged. A subsequent phone call was made on the 12th of November.  Contact with BBB was initiated due to the lack and or delayed response of the merchant.

  Lumos sold the $6800 hot tub I purchased and I was not taken into consideration to recover part of that money spent. My request is for continuous third party assistance due to this error in good business practices.

  Sincerely,

   

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

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

  Customer Answer

  Date: 02/28/2025

  Hi Selena-

  An email was sent to ***** with regards to the request for a refund.  I am currently awaiting a response from Lumos at this time.  

  Thank you for your ongoing support. I greatly appreciate it.

  Kindly,

  Kimberly 

   

  Business Response

  Date: 04/07/2025

  Hi ********-

  Sending you an email to discuss how we can get you reimbursed.  Thank you!

   

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

   

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 22545746
  
  I am rejecting this response because:

  There has been no email correspondence received by the business as they stated would occur. 

  I have reached out to Lumos per the above attached email to start the flow of communication. The issue remains unresolved.

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

  Business Response

  Date: 05/23/2025

  Hello-

  I emailed ******** on May 14th trying to communicate a way to start the refund process and have yet to receive a response. Please see attached email.