ComplaintsforEvergreen Softub, Inc.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased Softub at ****** ******* *********. 1 week after it was delivered light in tub shorted out or control board became defective. Made multiple attempts to try to resolve issue with technical support and now they are not returning phone calls. Company is not supporting product. Would like tub replaced. Cannot use due to fear of electrocution. If they cannot replace the tub with a new $5k product I would like them to pick up tub and refund my money and correction to my credit report.Softub Product Registration DatePurchased 11/27/2023 Model 220 TubSerialNumber TM ****** PakSerialNumber ****** DealerName Evergreen softub

  

  Business response

  01/25/2024

  ******************* reached out to us and told us his light wasn't working properly. He sent us a video. His light is working however its missing some of the color options. He was concerned about electrical shock. We advised him it was safe to continue to use the tub in the meantime. We reached out to manufacturing. They approved a replacement however it had to be made. Manufacturing has shipped the new tub and its currently in transit to our facility. Once we receive it, we will install the new one and take away the defective. All of this information was provided to ****. Our company has not spoken to ******* who is filing the complaint. We've had communication with ****. We explained the process and intend on getting them taken care of as soon as we receive the freight shipment. I did phone **** earlier this week however he did not answer at the time. He did confirm this as well when speaking with him today.

  Customer response

  01/25/2024

  Softub did finally reach out today after waiting over a month for a reply email or phone call regarding our concerns about the defective product sold to us.  They said they are going to offer some type of replacement but did not provide us with tracking or any date that this may even happen.  Until a new product arrives as a replacement for the defective product this complaint should remain open.  And I do not appreciate the company ***** calling me and accusing me of slander as they are the ones who have taken over a month to respond to my concerns.  We were never told a replacement was on its way until today and they have never provided any type of response or update until today after Bbb contacted.  

  Customer response

  02/04/2024

  I did respond. Attached is communication history. Softub hasnt reached out or provided any updated information 

  

  Business response

  02/07/2024

  As previously explained, a replacement had to made due to the particular color you ordered. We didn't have your color in stock to do an exchange. The new one shipped from ************* and was just received into our ******* warehouse. The spa you have now, has an out LED light color but was completely usable while we waited to receive the replacement. Our installer will be reaching out to schedule your appointment.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased Softub with Boca Rattan Surround Deck on Oct 14th 2023, Inv# ********. Sales said delivery would be in about 4-6 weeks. Delivery of Softub and some accessories were delivered on Dec 14th 2023. No *********** Surround Deck arrived. They stated for the first time that it was back ordered. 1/19/2024 ******** Rattan Surround Deck has not arrived and I have reached out to Evergreen Softub locally and at the ************* and no one has responded as to resolving the issue. I have requested a refund of the cost ( *******) of the paid Boca Rattan Surround Deck. I have not heard from the company.

  

  Business response

  01/19/2024

  The product was on backorder. The customer has been refunded. The refund receipt was emailed and we contacted him to confirm. We have recently received his ordered item and reached out to see if he would still like to receive it. Waiting for a response. Either way, the customer has been refunded and notified. 

  Customer response

  01/19/2024

   
  Complaint: 21169137
  
  I am rejecting this response because:  First of all,  They stated they would deliver a product in a certain time, when they couldn't they tell us oh, it's back ordered.  Now all of a sudden they have the order.  This is an on going issue with other complaints.  They make promises that they cannot deliver.  Yes they have submitted the refund but, only after I told them I was filing a complaint with the BBB and the state attorney general office for their misleading and inappropriate sales and services practices.  Unfortunately their practices are catching up them.  lastly, We do really enjoy our Softub, But the surround is what really sold us. To bad they don't have the service they say they provide.
  
  Sincerely,
  
  *********************

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date Purchased May 2020 Complaint against owners and sales representatives, ******** and *****.Called ******** (we believe she is an owner) to get help servicing our hot tub, which we purchased from them 3 years ago. When we purchased this hot tub for close to $6,000 we were promised the world by ***** (sales) that their machines never break down and if anything happens they have several local service teams with parts. It was a great sales pitch but in our opinion, not true. We were told on April, 20,2023 the only way they can help is by adding us to a list to have the manufacturer call us but the waiting list is 8 months. 8 months minimum. ******** then proceeded with extreme rudeness to state "Nothing I can do, call the manufacturer." She did not care and did not offer any other solutions. My kids and guests now have to go all summer and fall without a tub that was guaranteed to have no problems and should be working. I then got a call back from someone else who proceeded to tell me the same thing and also stated we won't win in court!!! He said, "Read your warranty, we win every time." That's alarming that they stated that. I hope you can hold this company and its owners/employees accountable for their actions. We are deeply concerned with the way they handled the situation and hope no one else falls victim to their poor business practices and service. The BBB rating was 3 but should certainly be zero.

  

  Business response

  05/01/2023

  ************** contacted our office needing service on his spa.We tried to explain to him that our company was drastically affected by parts shortages, the last couple of years, and are still trying to recover. ************** found this completely unacceptable. Unfortunately, we do not have enough parts at this time to take care of everyone that calls and therefore we have a wait. We suggested that he reach out to manufacturing directly as their location is closer in proximity to him and their wait time is substantially better. He refused. We absolutely understand his frustration. We are more than happy and willing to help him just as soon as we can. ************** also has the option to go to any Softub certified repair center for service should he choose to do so.

  Customer response

  05/03/2023

   
  Complaint: 19984485
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a soft tub from Evergreen Soft Tub. The tub was delivered April 11th. The tub is leaking. *** contacted the company several times and they are gas lighting telling me that it is evaporation when it is clearly leaking in one specific spot from the bottom. *** asked for someone to come out 3 weeks ago and they keep trying to tell me something different. They say things like its water dripping down the seam when there is no water on the seam only the area at the bottom where there is a slow leak. They seem to have no intention to send anyone out or honor the warranty which will likely run out in April. I have no idea what to do next. Please help.

  

  Business response

  02/21/2023

  ******************** reached out claiming her tub was leaking. We requested photos. We reviewed her photos and explained that if the tub was leaking there would be a substantial amount of water loss vs. what was being shown in the photos. ******************** was unsatisfied with our explanation and demanded we come to her home. We explained that we are extremely busy and would need to look at our schedule to see when we could come out due to her location. This was also unsatisfactory. She filed this claim the same day we told her we were reviewing our schedule for availability. ******************* is responsible to get her tub to a service center or pay for the trip charge for us to come to her. ******************** is 5 hours round trip from our service center. In order to keep the trip costs down for her, scheduling requires us to be in the area or passing through the area. We reached out and scheduled a pickup of her tub for today. It's being transported back to our service center for inspection. We will have her tub for a small amount of time for full diagnostics. Once completed, ******************** can either pick up her tub from our service center or we can transport it back to her for a charge. We will notify her once the inspection is completed. As for the warranty, ******************** has a 5 year manufacturers limited warranty. The warranty can be found in the back of her Owners Manual that came with her purchase.

  Customer response

  02/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by Evergreen Softub in reference to complaint ID ********, and find that this resolution was responsive to my concerns.

  The company picked up my tub. They did tests and said they did not find any leaks. I think some of the things that they said about what would cause the water pooling don't make sense, but I am hopeful that since they did these tests that there are in fact no leaks. I paid $200 for transportation costs ($100 each way) as discussed above. I am waiting for the tub to be returned to me but because of the wintery conditions delivery is delayed. I understand and don't have an issue with that. 

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

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My hot tub quit working while still under warranty. I contacted evergreen softub and was told that the repair was 6 months out. Well come to find out its been almost 10 months now. I asked this question regarding my warranty. Since Ive been without use of my hot tub for nearly a year now would my warranty be extended due to the fact the company is responsible for me not having the ability to use it for 10 months. I was told no and that doesnt seem fair to me because its no fault of my own that their product failed. They have not offered anything and on top of it all I have to pay $250 to have the repair done.

  

  Business response

  11/29/2022

  To whom it may concern,
  
  We received the complaint from ************** regarding his concern with our service repair time. We understand and empathize with his frustrations. Due to supply chain issues we have been struggling to receive the necessary parts from our vendors to complete repairs in a timely manner. 
  
  ************** has been a great customer of ours. We have since repaired his hot tub motor and offered a responsible discount for his wait including other concessions.
  
  Should you need any additional information regarding this matter please let me know.
  
  Kind Regards,
  
   
    ********************* | General Manager 
  
  

  Customer response

  12/02/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 140-gallon Softub from them March 1, 2020 for $4500 (invoice attached). The tub system is covered by a warranty for repair/replacement of parts. The tub pump began making a grinding noise May 25, 2022, and I immediately called them by phone May 25, 2022 to request service. They told me that the soonest they could look at the pump was November 2022 (six months from now). According to the Softub national office, Evergreen is the ONLY authorized Softub repair company in ****************. I believe that refusing to repair the pump, or examine it to see if it needs complete replacement, for six months is fraud in that it renders their warranty essentially worthless. I am requesting either a functional pump, delivered immediately, OR a full refund of the purchase price of the tub system since it is unusable without a functional pump.

  

  Business response

  07/18/2022

  The business has notified BBB that the situation is resolved.

*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. ↩