BBB Accredited Business sinceAdditional Locations
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This company offers sales and service of hot tubs.
Request a Quote
View Business Review Inquiries
A BBB Accredited Business since
BBB has determined that Pacific Hot Tub Solutions LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that lowered the rating for Pacific Hot Tub Solutions LLC include:
- 4 complaint(s) filed against business
Factors that raised the rating for Pacific Hot Tub Solutions LLC include:
- Length of time business has been operating
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||9|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Type of Entity
Limited Liability Company (LLC)
Business ManagementMrs. Kim Priest, Member Mr. Scott Stogsdill, Office Manager
Spas & Hot Tubs - Service & Repair Consignment Service Spas & Hot Tubs - Dealers
Hours of OperationMonday - Saturday
10:00am - 6:00pm
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (503) 913-6043(Phone)
Additional Email Addresses
- - eQuote
- - Communication/Mass Email
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: On December 5th, 2013, Pacific Hot Tub Solutions (PHTS)replaced the control/heater unit in my spa after diagnosing the existing control/heater unit as unrepairable. On March 23rd, 2014, while investigating a water leak under my spa, I discovered that the PHTS technician had left the high voltage wires to the new control/heater unit EXPOSED. These wires should have been protected with weatherproof conduit and a weatherproof connector at the new control/heater unit. Water from the leak had sprayed on the "live" 240 volt/40 amp wiring and had sprayed inside the new control/heater unit. Water actually came in contact with both high and low voltage wiring! The PHTS technician also failed to bond ("ground")the two spa pumps to the control/heater unit. He also removed the wire to the ozone generator and rendered it useless. Luckily, no one was injured or killed before I discovered the problems. I immediately contacted PHTS and received an offer of $100.00 to go away. The next day the owner of the company profusely apologized for her employee's actions but offered no real settlement. However, after I filed a complaint with the Clackamas County Electrical Department the owner of the company refused to attempt any type of resolution unless I withdrew my complaints to the County, State and **********. In October, 2014, the topside control unit that controls the heater, pumps and lights detached from it mounting bracket and fell back inside the spa enclosure. This rendered the spa basically useless. Spa the new control/heater unit was still under the one year warrantee, I contacted PHTS in writing. As of this date, PHTS has refused/failed to contact me regarding the warrantee repair. Regarding the initial installation, the State of Oregon has proposed fines to PHTS in the amount of $9,000.00 for license violations, permit violation and unsafe wiring practices. The State of Oregon has proposed a fine in the amount of $2,500.00 to the unlicensed PHTS technician. To date, PHTS is not licensed, bonded or insured with the State of Oregon.
Desired Settlement: I have invested almost a year of my time and efforts to bring this company into compliance with Oregon laws and Administrative Rules. I have engaged in numerous meetings and phone conversations with County and State officials. I have incurred personal expenses to process my complaints and repair my spa. I have lost use of my spa for almost four months. I am seeking a settlement in the amount of $10,000.00 from PHTS.
The complaints Mr. ******** filed with the State of Oregon have been resolved. We do not and will not do any electrical work that requires a license or permit to complete. We always advise the homeowner they will need to either do electrical work themselves or have an electrical contractor complete it.
(The consumer indicated he/she DID NOT accept the response from the business.)
***SUPPORTING DOCUMENTS REDACTED BY BBB***
Unfortunately, I do not believe Mr. ******** wil ever be satisfied or agree to cease harrassing my company; therefore, I am unwilling to work any further to come to an agreement on this matter.
Read Complaint Details
Complaint: In February 2015, I put my hot tub on Craig’s List to sell. I was promptly contacted by Mark B******, a representative of Pacific Hot Tub Solutions in Portland, Oregon, at first by email, then by phone and ultimately he showed up at my house wanting to purchase the hot tub. We spoke at length about the sales terms. I insisted that I wanted $3,000 for the hot tub given that I was selling it to gather funds for my son’s college tuition. He said that he would give me $500 in cash and that the tub would be taken to their showroom and then to the Portland Home Show that was scheduled for the following weekend at the Portland Expo. He assured me that they always sell out all their inventory at that show. But if by some chance it did not sell, the tub would go on consignment at the store. He stated that if a buyer wanted to offer a lower price, they would make sure to call me first. None of this happened. I had some Portland friends check on the tub, and it never went to the Portland Home Show. But I decided to wait and see what would happen in the next few weeks. The end of March, I received a check for $2,000 with a letter from the owner (Kim P*****) stating, “The amount was determined based on [my] anticipated value, work done to the tub and the buyers offer.” The name on the letter was incorrect, so I thought this was a mistake and called the owner who confirmed what was in the letter. I explained that I was told that I would receive a call if a lesser price was being offered for the tub. She denied that this was their practice and said they did not do anything illegal. I wondered about this since she brought it up, so again I sent friends to assess the situation and found that the tub had not actually sold at that time. This was all a ploy to pay a cheaper price for the hot tub. Their methods may not be illegal, but they are definitely not ethical. I have had to do much scrambling to make up the difference for my son’s educational expenses.
Desired Settlement: Payment to me of the additional $500 as part of the originally negotiated price for the Hot Tub.
Please see the attached agreement signed by ******** ******** which clearly indicates my company is authorized to negotiate the consignment amount by no more than 20% without written authorization.
***SUPPORTING DOCUMENTS REDACTED BY BBB***
The audio of the conversation that I had with Mr. B****** clearly shows that he indeed promised that I would definitely be contacted if a lesser offer was made for my hot tub than what was agreed upon.
Though the tub manufacture date is 2004, I purchased the tub new 9 years ago.
I have receipts for all purchases and repairs related to the tub. Both the heat pump and the circulation pump were replace a year ago. I also have detailed photos of the cover which was cleaned regularly, and as the hot tub was maintained in a covered patio, the cover is in excellent condition. If Ms. P***** decided to replace items that did not need replacing, the cost of those items should be borne by Hot Tub Solutions and not reflected in the sale amount that I received.
There were also no issues with the tub sensors, however, a temperature sensor sells for $26 and a high limit sensor sells for $35.
I also have family and friends in the Portland area, Lake Oswego and Beaverton. Several of them attended the four day Portland Home Show in February and will attest that my hot but was not part of the Hot Tub Solutions inventory.
Since Ms. P***** never bothered to contact me, it is very interesting that she claims to know whether or not I was eager to sell the tub. The tub was picked up on Feb. 11, and the letter and check for the sale of the tub was dated March 27. This was just six weeks, so Ms. P*****’s assertion that the tub was in the showroom for “a couple of months” is clearly untrue. If she had bothered to call, I would have told her to wait for a better offer. Therefore, Hot Tub Solutions should bear the cost of that decision.Sincerely,
I have already responded to this. We had a signed consignment agreement. We exercised the 20% allowed per the agreement. '
Problems with Product/Service
Read Complaint Details
Complaint: Received a quote on a tub from this company. After 3 weeks of waiting the tub was still not finished (they were waiting for parts). When I went to see the work completed to date I was given an invoice to sign with a higher price than was initially agreed to. When I elected not to purchase at the higher price they refused to give me my deposit back.
Desired Settlement: Return of deposit
Business Response: Initial Business Response /* (1000, 6, 2014/09/19) */ The complainant came to our shop approximately 3-4 weeks ago and we spent nearly 3 hours with he and his wife going their options on 3 different hot tubs. All of which had different prices. They had previously paid us $350 to move their old hot tub and we told them we would give them that back as a credit if they decided to purchase a reconditioned hot tub from us. One of the tubs they were looking at was $7500, one was $6500 and one was $5000. We told them we would be able to give them the credit on the $6500 and $5000 units but not the $7500 unit. On the day that they were here we wrote the paperwork up for the $7500 unit with a $100 deposit. The deposit was noted on the paperwork and they were told the deposit was only refundable for 3 days but that we could transfer it to another tub if they changed their mind. A few days later they called and indicated the wanted the $5000 tub. They referred to it as the Jacuzzi not as the $5000 tub but my general manager had discussed pricing with them at length when they were here a few days before. We moved forward with getting the Jacuzzi ready and when the complainant came in to see it (about 3 weeks later) the tub did still need some jets. We are a reconditioned hot tub shop. It was in the process of being reconditioned when they looked at it. They were told it would be a few weeks and then we had an issue with our supplier which further delayed the process. We asked the complainant to complete new paperwork for the different tub. The original price of the tub was $5000, we still have the tub and it is listed for $5000 as it was when he was quoted the price. We knew they really wanted to stay around $4500 which was why they changed their mind from the $7500 tub. My general manager told them when they were looking at the tub that it would be $4500. When he quoted this price he was taking into account the $350 credit we would be giving them plus giving them $200 off the price in general. They unfortunately misunderstood and believed that the tub was $4500 and that they would be getting the $350 on top of that. When I provided them with the revised paperwork for a different hot tub he came unglued and said that is not what he was told. We tried to explain and show him the price we had listed for the hot tub was $5000 but he would not even consider listening to us. Clearly the 3 day refund period had passed and I did not feel I needed to refund his deposit as I was acting in good faith by allowing him to change tubs without coming back in immediately to redo the paperwork. Technically, I still have a signed contract indicating he is purchasing a $7500 hot tub and if I wanted to pursue that matter further I could but that is not how I do business. If he does not want to do business with my company that is fine, but he was advised the deposit is non-refundable after 3 days. I have his signature on the receipt acknowledging that and I do not feel my company did anything other than hold a customer to our terms and pricing despite what he understood.
Read Complaint Details
Complaint: I believe Pacific Hot Tub Solutions of Oregon City, OR engaged in a bait-and-switch or low-ball scheme to get my business and then charge more than agreed for a service. I inquired over the phone as to the cost of removing and disposing of my old spa and after answering multiple interview questions was told it would be $250, but if there were unforeseen circumstances then it could be more, but not to exceed $350 for a worst-case scenario (for example, if the spa was in such bad condition that it had to be cut apart in order to remove it). I agreed to these terms and we set a date to remove the spa. On the day of the spa removal, the workers arrived and promptly informed me that they might have to spend 1.5 hours cutting the spa apart and that would cost an extra $200 if they had to do that. After spending 15 minutes pumping water out of the spa, they then took about 5 minutes to move the spa from the back yard and onto their flatbed trailer, without having to cut it apart. Two workers and a single ramp to get up one step was all that was required during the spa move. I was then presented with a bill for $350. When I asked why it was more, I was told all of the following: "Sorry, all I know is that my paperwork shows $300-$350." "This is an old spa so we had to charge more." "This spa is about to go 65 miles per hour down the freeway, so we have to charge more since it might break apart." "We only had to use one ramp, so I didn't charge you more for setting up ramps." "Just be glad we didn't have to cut it apart and charge you more." Sure enough, the invoice said $300-$350, so we were quoted $250 minimum over the phone and the invoice was immediately increased to $300 minimum. Then an additional $50 was charged for what appeared to be a normal, easy, fast spa removal with no unusual or difficult obstacles or situations. Part of the justification for the higher cost appeared to be "We saved you money (we didn't have to cut it up), so we're charging you more." Additionally, the price to cut up the spa, had that been required, was increased from the original $100 quote to $200. With regard to the spa being "old" and "ready to fall apart", I wonder how many new, good-condition spas these people remove for disposal per year? Isn't it common to find that if the owner wants to simply pay to dispose of their spa, then that spa is in bad condition? The spa condition was made clear during the original bid for $250. In addition, most parts of the spa are in salvageable condition, such as the shell, the pump, and the electric heater. Since this company is in the business of selling used spas, I'm sure these parts will be put to good use and will make additional money for the company.
Desired Settlement: While getting back the $75 I paid over the original $250 quote for an easy, straight-forward move, I agreed to pay $325 and I am ok with that. I just want to get this misleading business practice on the record.
Business Response: Initial Business Response /* (1000, 6, 2013/09/27) */ Contact Name and Title: *** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****@pacifichottubsolutions.com Pacific Hot Tub Solutions did not engage in a bait and switch and I believe *** ****** is attempting to discredit my company while filing an inaccurate claim. First I would like to explain that *** ****** was never quoted anything. A woman names **** contacted our business and discussed the removal with staff. I have no record of ***** being involved in the discussion of the price or agreeing to have the work done. Our contact was ***** A call to the number on our work order confirms the number listed is for **** not *****. Secondly I would like to offer that we NEVER quote a firm price because too many times how a job is explained over the phone is not reality. We ALWAYS quote a sliding scale. Lora was quoted between $300 - $350. I am attaching our worksheet from the initial call. If my staff discussed with ***** onsite that they may have to cut it up and charge additional then I have to believe the removal was not a basic removal. As I previously indicated people do not always represent their removals very clearly over the phone. Our standard cut up fee is $525. My guys are professionals and want to do the job as simply and inexpensively as possible for the customer but will always point out the possibility of a higher cost if they see the potential that it may be a difficult removal/move. Since my guys do this all day long, every day they were able to safely remove the hot tub without having to cut it up. It was a 15 year old hot tub with wood siding, extremely heavy and cumbersome. They may have made it look easy but the reason we were hired to do it is because lifting a 1200+lb unit onto a cart and moving it without hurting people or property is not something just anyone can do. *** ****** tries to minimize the difficulty of the move by saying we only used 1 ramp to go up 1 step. ANYTIME we have to use a ramp or go up stairs we charge more than the minimum. When *** ****** discussed the pricing with us, my staff reduced the price to $325 from $350. As for *** ******* comment regarding us fixing up and selling used spas, he is incorrect. We do fix up used hot tubs; however, we do not use used parts so *** ******* garbage is just that... garbage, with a dump cost of nearly $80 due to the weight of the tub. So to break it down. **** was quoted between $300 - $350 and agreed to have us remove the tub. ***** thinks the the job we did was not worth what he paid but it has nothing to do with bait and switch. I have attached the documentation to show our work order and what was quoted. We always write it down because the people quoting are not the people doing the work. I hope that you will see this is just a consumers attempt to discredit my company with information that has no merit and which I have provided documentation to the contrary. He admits in his complaint my guys showed him the quote between $300 - $350 so there is no question as to the validity of the work order. The money has been paid, the job is completed and *** ******, despite filing his complaint with you felt the need to post the same information on *********** This is not bait and switch. *** ****** was not even involved in the initial contact with my company so how he can portray that he was misled. I do not believe we have done anything wrong in this matter. *** ****** has never contacted me directly to discuss this matter. Please dismiss this compliant due to lack of creditable information since *** ****** was never quoted anything directly. Final Consumer Response /* (4200, 12, 2013/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, I do not consider this resolved. To recap: A $250 minimum quote was given over the phone to get my business. That was immediately raised to $300 minimum when written on the invoice. Upon arrival to the job, the workers immediately raised the possibility of an extra $200 required to complete the job in an attempt to "soften me up" and recalibrate me to a higher price. Then after a straightforward, short spa move with no obstacles or difficulties, the price was raised by "only" $100, to $350. Still no valid reason to justify the price increase has been given, just excuses that do not hold up under scrutiny. Seems like an intentional low-ball scheme to me. Final Business Response /* (4000, 10, 2013/10/13) */ It is clear that this customer was satisfied with the serves provided as he says he does not dispute we are professionals and are good at what we do. At this point, he has indicated he is not dis satisfied with the service and I provided documentation to show the range quoted and we did adjust the price at the time of the job to satisfy the customer. There was no intentional defrauding done. Thank you in advance for your review in this matter.