ComplaintsforScioto Valley Hot Tubs & Spas, Inc.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased a Hot Tub from Scioto Valley in May of 2022. It came with a cover and a cover lifter. In August 2023 we went out one morning to use the hot tub and the cover was full of water and collapsed. (It had rained the night before). I called Scioto Valley and they sent someone out to look at it. He took pictures and we were told they would get back with us. 2 weeks later in September 2023 we hadn’t heard anything so I called. I was told they ordered a new cover and it would take about 5 weeks to get. We were told we would either have to come pick it up when it was in or pay $75 for delivery. I said we would pick it up. He said we should have it by second week of October at the latest. I asked about the lifter since it was bent and broken from the weight of the cover and was told the guy who came to our house never mentioned it but he would have it replaced. By the second week in October we hadn’t heard from them so I called them. They laughed and told me it was just ordered in September and would take 5-6 MONTHS to come in! Still no mention of the lifter. So now I have a hot tub that I cannot use that I paid THOUSANDS of dollars for that is UNDER WARRANTY. Yet they continue to sell them! I want my cover and lifter replaced ASAP! This is not the first issue we have had with this purchase as the original hot tub they sold us had been patched!!

  

  Business response

  11/02/2023

  Our Vice President, ***** ******** spoke with the customer after this complaint was filed.  He had set up a time to take out a "loaner" cover and do a spa orientation with her and we would swap it out when the new cover arrives.  However, when he offered this to her she said that if it's only going to be a couple more weeks, she doesn't have a problem waiting.  

  Customer response

  11/15/2023

  I was told by ***** when the cover comes in they would have their guy come demonstrate chemical care and bring the cover. I just received a phone call from them 11/15/2023 stating the cover is in and for us to come pick it up. I told here what ***** had said and she said they can’t come out for another week. I told her we will just come get it. What a nightmare this place is to deal with. No one knows what is going on! And they still haven’t fixed the lifter for the cover. 
  

  

  Business response

  11/20/2023

  Our Vice President, ***** ******** contacted the customer on 11/15/23 and they set up a time for our Operations Manager, **** *****, to deliver the cover and go over chemicals and spa maintenance at the same time on 11/24/23.  We apologize that the customer service rep that she talked to originally misunderstood the notes on the invoice.  

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the house at **** ******* ***** Blacklick, Ohio 43004. The previous owners installed a Hot Spring Spa. I started getting a P1 error code. I spoke with the service manager who told me to remove the filter and see if that cleared it. Nothing changed. The water temperature was holding at 77 degrees. Once the technician was dispatched, it started as an electronic issue, then the pump was frozen, then the external heater was not high enough, then the heater was out, then the pipe froze, now it is still leaking an needs a $700 pump. Its turned into a money pit because the repairs were not completed in a timely manner thus causing additional damage due to freezing weather. I have chosen to go this way to resolve versus disputing the charge on my credit card.

  

  Business response

  04/13/2022

  1 – The warranty on the spa and its parts is non-tranferrable.   Since Mr. ***** is the second owner of this spa, the warranty is null and void.
  2 – Scioto Valley does not normally service second-owner spas.  However, as a courtesy to Mr. *****, we made an exception. 
  When Mr. ***** called our service department on 1/14/22, we were able to have a technician out to his residence on 1/18/22.  Our technician found that the pump line was frozen, which can cause multiple other problems with the spa.   It did require several trips to get the problem resolved.   However, due to the reasons stated above, we believe that we have fulfilled our obligation.

  Customer response

  04/14/2022

  I appreciate your assistance. Unfortunately, if I would have known that working on "second owner spas" was taboo, I would have gone a different direction and probably would have been charged alot less.  At this point, since there was no offer to compromise, I will dispute charge on my credit card and go a different direction. 

   

  
  
  Regards,
  
  John *****

  

  Business response

  04/14/2022

  Although we stand by our statement above, as a show of good will, we will credit the customer the charge for the pump.  We regret the misunderstanding and 

  the Service Manager, ******* ********, will be in contact with the customer next week as he is out of the office until Monday 4/18/22.  

  Customer response

  04/14/2022

  I accept the business's response to resolve this complaint. 
  

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