ComplaintsforAdvanced Spas & Pools, Inc.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received product on Nov 1, 2020. Product was damaged upon delivery. Never was fixed. 13 months into owning the tub, the cover is torn on both sides of the tub. It was not a Jacuzzi cover. I was told the quality of the cover was same as Jacuzzi. It's not, or I hope not at least. No call backs from the dealership. I've had to call them 9 times to get resolution over the past year. I would appreciate a call from the owner/s.

  Business response

  12/29/2021

  We regret any customer dissatisfaction with our products or services.  Our Spa Service Technician installed a new replacement trim piece on 12/21/21 at no charge to customer.  Jacuzzi Brand Hot Tubs does not directly manufacture covers.  The cover installed is the cover provided to us by Jacuzzi with the Hot Tub.  After inspection of cover by our Spa Technician on 12/21/21, it was determined the cover has torn due to stresses caused by improper installation of the cover lift mechanism by spa delivery crew.  A replacement cover has been ordered from Jacuzzi Brand Hot Tubs and we will replace the cover and properly re-install on cover lift as designed at no cost to customer.  We will call customer to schedule replacement after we receive cover from Jacuzzi.  Shipments continue to be erratic due to supply issues related to the pandemic. We currently expect 8-12 weeks, but supply conditions are beyond our control.

  Customer response

  12/30/2021

  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 if the company actually follows through with the replacement in 8-12 weeks as stated in their response. I would not close this case until the replacement is actually complete. 
  
  Regards,
  
  *** ****
  

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -Purchased a ******* **** spa from ASAP on 9/17/21 -Price $10,217.29 -Business claims they are committed to the following "Our store and service staff are industry trained and certified to ensure that you receive the BEST customer service whether we are testing your water or opening your pool. We take pride in our work and are always up to date on the changing industry and trends. We continually strive to be Experts in our field and exceed our customers’ expectations. Safe & Professional" -The nature of this dispute is around 1. on delivery of the ******* the side panel was broken during transport and delivery 2. 11/27/2021 70 days later the ******* completely stops working 3. 11/29 "spa technician" is sent to my house in the evening to assess the potential issue, after inspection technician find that the heater on the 70 day old tub has stopped working 3. technician replaces heater on the ******* and puts everything together and instructs me to start filling the tub up. I start process he says to continue filling and then start tub back up. 4hours later as the tub is filling I notice a waterfall sound coming from under the tub, he didn't tighten the union or even attempt to screw the union together and water has been filling at the bottom of the tub, GETS INTO THE MOTOR and touches electrical. 4. I stop the water and take video for proof, turned off electric. 5. Brian tells me "no big deal that the hot tub is made for these situations" but, does apologize for the NEGLECENCE of his technician. and reassures me of the 5 year warranty which is not sufficient after something like this -The business attempted to resolve this problem by saying basically it is what it is, nothing we can do, here's $250 for chemicals. This is unacceptable, if they feel this tub is in top condition they can remove it from my property give me a full refund and re-sell it to someone as new because this is what I was told. There is not enough space to finish, I do have video but can't upload.

  Business response

  01/18/2022

  Subject: ****** Consumer Complaint
  ****** *******
  Thank you for the opportunity to respond to this customer concerns.  We regret any customer dissatisfaction with our products or services. We have attempted to reach out to customer by phone without response.  
  We will replace the side corner panel at no additional cost to customer.  We now have a replacement panel in inventory.
  The ******* Brand Hot Tub is designed to prevent any water that may leak during its lifetime from getting high enough to cause permanent damage to the hot tub or its components.  
  To help better specifically address the customers concerns, in lieu of the $250.00 store credit, we will replace the pump and motor where the union was leaking at no cost to customer.  
  If customer would prefer instead, since the hot tub is fully operational and still under warranty, we will provide the new pump and motor to customer to have in their possession to have installed if pump or motor should fail after the manufacturer’s Five Year Warranty expires.
  Used merchandise is not returnable.  The above offers with the additional backing of the manufacturers Five Year Warranty we hope gives the customer sufficient additional protections to address their concerns.
  Please contact me at this email to move these remedies forward.
  Sincerely,
  Kevin D*******
  Advanced Spas And Pools
  

  
  

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