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Business Profile

Hot Tub Dealers

Bachmann Pools & Spas, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Bachmann Pools & Spas, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Bachmann Pools & Spas, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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:01/24/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      We have had an unsatisfactory purchase and customer service experience with ********************. Attached you will find a document that outlines our experience and shows that we did not receive the product we ordered. We ordered the swim spa on June 30, 2023 for $34,019.97; it arrived at Bachmann Pools & Spas on August 22, 2023; we received delivery of the unit September 26, 2023; were told it was ordered incorrectly by Bachmann Pools & Spas and it did not have the Swim Deck or the Bluetooth sound system that we requested on September 26, 2023 after the product was delivered, unpacked, installed, and hooked up to electric; and on October 6, 2023 we requested to return the unit because it did not meet our specifications. We were told on October 6, 2023 that Bachmann Pools & Spas did not take returns. We would never have taken delivery of the spa if we would have been notified, prior to delivery, that the swim spa did not meet our specifications. We were also told on October 6, 2023 that our sales representative would be on the lookout for a customer that would be willing to purchase our swim spa and that Bachmann Pools & Spas would handle the moving of the spa if such a customer were identified. We are requesting that you review the attached documentation and note that we were never given the opportunity to refuse delivery of the unit that didn't meet our specifications. We paid $15,000.00 excavating our backyard and completing electric upgrades to accommodate the swim spa. In addition, we paid $3,600.00 as a down payment and have made several payments on the swim spa to date. We are asking that the swim spa be picked up from our home no later than the end of March **** and that we be credited for the remaining balance owed on the unit at the time of pick-up. We accept that we made a mistake purchasing the swim spa through Bachmann, and we are going to lose money at this point, but do not want the unit as it's not what we ordered.

      Business Response

      Date: 02/05/2024

      **SEE ATTACHED DOCUMENT**

      Customer Answer

      Date: 02/13/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      Please see attached letter.

      Regards,

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

    • Initial Complaint

      Date:07/14/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      November 2022 we purchased a new Hot Springs Prism hot tub from ********. Costs for the hot tub, stairs, and electrical work was approximately $30,000.In April we noticed plastic floating in the hot tub and noticed the inner shell was deteriorating. After weeks and several contact attempts with ******** service a technician came over to check out the hot tub in May. They confirmed the hot tub needed to be picked up and repaired at the manufactures location (*******). The technician stated that based on his experience, most often hot tubs with this issue are fully replaced with a new hot tub, but they had to try to resolve the matter first.At the end of May, the hot tub was picked up for service. Nobody had contacted us to share with us the status of the repair. Again, after multiple voicemails and calls we finally heard back from Bachmans service.They stated that the hot tub finish was not properly sealed and that is why the shell was deteriorating. They said they had tried three times to sand and seal the tub but could not get the colors to match due to the inexperience of their team. They said theyd call in an expert if they couldnt figure it out in two weeks. It has now been four weeks and we have not been contacted. We have called more than 3 times and service has not returned our calls.At this point, we demand a full refund of our hot tub or a new replacement within 2 weeks. (Deadline July 28th). We bought a new hot tub, and shouldnt be forced to have a rebuilt one. The service has been terrible, and after buying one of the most expensive hot tubs Bachmans carried wed expect them to care. We have initiated legal counsel and will give ******** one last chance to make this right.

      Business Response

      Date: 07/24/2023

      Hello,

      Thank you for bringing this to our attention.  Bachmann Pools & Spas takes our customer complaints serioulsy.  We apologize for the inconveince and look forward to working with you to get all your concerns addressed.  We have been in contact with the manufacturer to get you a replacement spa.  We are expecting this to happen within the next 4 to 6 weeks and have the spa shipped the week of September 5th. Bachmanns will redeliver the spa at that time.  ***********************, the service manager with Bachmann's will be in contact with you directly.  

      Customer Answer

      Date: 07/24/2023

      [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 is satisfactory to me. 

      Regards,

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

    Bachmann Pools & Spas, LLC is BBB Accredited.

    BBB accredited business seal

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