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:05/29/2024

  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.

  On 4/11/24 we purchased a South Seas 748 B Artesian spa from Water City with the delivery and set up on 4/23/24. I contacted **** (our salesmen) on 4/25/24 with the following issues. 2 of the pillows kept coming off, Pump 2 wouldn't stay on the high air flow, a jet on the top left of far right corner doesn't turn/adjust and the waterfall doesn't function properly, since this initial conversation another jet has fallen off when trying to adjust. I was told they have pillows in stock and would be able to exchange those and the other things the tech would have to go over. I informed him that we were going on vacation and asked if they would please contact my daughter because she would be the one home. I contacted them again on or about the 6th of May and was told they are very busy and would be out as soon as they could. No contact from them until I reached out again to the owner on 5/16/24 explaining my issues. I hadn't heard anything again from them until I called on 5/28/24 and asked them to come and pick up the spa because if we are having this much trouble getting them to fix things that are not working properly immediately after the sale what is going to happen when the weather gets colder and something breaks. I feel their customer service is not worth the headache it is causing. With each attempt at getting this fixed they make more excuses.

  

  Business Response

  Date: 09/19/2024

  Hello,

  We are aware of this issue, but it has been resolved to our knowledge. Water City Pool and *********** team was originally told by the home owner to not come fix any issues they just wanted the tub picked up. Later they changed their mind and wanted the tub fixed so the service tech was to this property on 5/31/24. On 5/31/24 the issues were addressed. At that time the tech could have and was willing to replace the air toggle, but the tub would have had to be drained and moved out to access that part of the tub. The customer did not want this done at the time, so they were told to call when they wanted to or had the tub drained, since the drive is an hour for our tech, he wanted to make sure it was ready to go. Water City has not received that phone call to the techs knowledge. As noted in the emails  the customer attached, the pump was not faulty, it was misunderstood how it worked.

   

  Since being on property the customer has received a refund of $1,074.25 on 8/20/24. The attached sales order will show cost wise, Water City Pool and Spa lost out on a lot more than the issues were worth.

   

  Warranties on Artesian Spas are done through the manufacture. Any Artesian dealer/service center could have been contacted to process the warranty if our timeline did not meet the customers satisfaction. 

  Customer Answer

  Date: 10/23/2024

  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.
  
  
  
  

  My first thought about their response is why should i have to find another dealer to fix the problems when we bought the unit from them. When the tech was at our home to make the toggle switch repair it was his suggestion that we wait until the tub needs to be drained as we just got the water all adjusted for use. One October 11th we called because the tub started leaking so we knew it needed to be serviced. We were told someone would be out within the week. I asked to be notified when they would be coming so we could rearrange our schedule so one of us could be there. We did not hear anything until I called them on the 17th or 18th when again I was told the tech would be out. On Monday the 21st i called again because i need to know when they will be out and I was told they would be reaching out to the tech and would get back to me. I still have not heard anything from them and it is now the 23rd. I did reach out to the tech myself and he told me he should be out Thursday or Friday of this week but he has to go by what the office tells him.

  
  

  I have also been in contact with the manufacturer and until everything is resolved I am not ready to close this case.

  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:09/22/2022

  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.

  Purchased a NEW Artesian South Seas 748 B, Ultralift and Raypack Heat pump (pool heater) for my inground pool. Total was $14,758.78 from Water City Pool and Spas.All was delivered about 30 days later after my patio was installed for the spa and had the electric installed by the electrician they recommended. When the water was put in the spa there was a large leak, I called Water City that day and talked to **** who sent out the tech a few days later. **** the Tech found there was a factory defect in the filter housing. **** came back at the end of June to put silicone around to try and stop the leak (looks terrible, I bought and expect new condition) and said they had to get the part since it now a warranty issue even though the spa should be replaced since it is a factory defect and the insulation in the tub will be destroyed doing the repair. Said couldn't install the rest (coverlift and Spa training) till spa is fixed.At he same trip at the end of June **** the Tech came out with 3 helpers they placed the pool heater into position and said he would be back that Saturday 7/2 to install the heater which was part on my purchase and they would just bill me for the time it took to plumb in the lines. July 2nd was a no show with nothing since.I have called multiple times and talked to **** (If they answer) ,she says she needs to get information and will call back, she never does. I have been in the store a few times to try and get help, they tell me no one is there to help me. Again today, I call and get the machine as so many times before and leave a message. I don't expect a call back, they never have called back from a message or when they say they will.Today is 9/22 and I sit without use of my $15k purchase. With freezing temps around the corner, further damage will occur due to Water City not taking care of their customers like myself.

  

  Business Response

  Date: 12/08/2022

  The original temporary repair was until we received the part to replace the entire filter canister. Once the part was received the spa was repaired under warranty.

  Customer Answer

  Date: 12/08/2022

  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.
  
  Pool City was out on November 1st to replace a filter part, still not fixed.  When replacing the part they removed all the insulation on the side and didn't replace the full insulation and is now at risk of freezing.  The Hot tub is now in worse condition due to their employees.  Like my original complaint stated, this was a brand new hot tub purchase that was delivered with factory issues and expect it replaced in perfect working condition will all the insulation which was a feature I chose them for at the time and NO LEAKS like this has from day 1.  I have made many attempts to talk with them with no responses.  The people who answer if not just a machine say they need to leave a message.  They have made no attempt to finish the heater work which was also part of my complaint.
  
  Regards,
  
  ***********************