Complaints

This profile includes complaints for Lakeside Pools & Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lakeside Pools & Spas

  1770 Bath Rd Kingston, ON K7M 4Y2

• 

  Lakeside Pools & Spas

  Unit 8 225 Gore Rd Kingston, ON K7L 5H6

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:22/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In August 2021 I purchased a Maax spa from Lakeside. It arrived defective and unable to operate as the *** screen that runs the entire machine was water damaged. I asked them to remove the tub and replace it or refund me as I would not accept a tub that was broken and they advised they would not remove it and I would have to file a warranty replacement part. As they would not remove the tub I was forced to do a warranty parts on my brand new tub. I noticed a crack in the tub and spent months following up with Lakeside for a warranty repair kit, as they told me they submitted for it. So I worked with ****, as Lakeside wouldnt help, they responded and advised me that only the week prior did they get the warranty request and they had already fulfilled. Lakeside lied to me. The pump went, then the mother board went, then the pump we again, then the electrical went. Each time I had a problem I once again asked them to remove the tub and either replace it or refund me. I told ***** this was too many warranty exchanges for a brand new tub and he needed to replace the tub at this point. It was not right that he delivered a defective tub, and refused to exchange or refund it, he has business insurance for situation like this and he needs to use it. He advised his store was not doing well, he couldnt keep employees and COVID was really hard. So he said he would try and do a warranty exchange with Maax for the whole tub. Next day I went to my Dr ****** and saw the grand opening of his new store on the east side! June 1, 2023 I was approved for a warranty replacement spa by ****, and they advised ***** would let me know when it arrived. I have been trying since June to get in contact with ***** to get an update on my spa, I have gone to the store, I have left messages, I have emailed. I finally went directly to **** only to be told that ***** has never sent them the paperwork to start my warranty exchange.

  Business Response

  Date: 19/10/2023

  Lakeside Pools *** is responding directly to the complainant.
  Complainant answers e-mail but refuses phone calls.

  Customer Answer

  Date: 19/10/2023

   
  Complaint: 20642891
  
  Please note that ***** has not attempted to contact me by phone, he has contacted me via email which I have expressed is my preferred method of communication so that there are records and no misunderstandings. 

  While ***** has emailed me, he has refused to address or acknowledge any of my concerns, other then to aggressively ask me to remove my review, cancel the BBB and have me sign a document that is not legal. 

  ***** is currently in possession of my replacement tub, Maax has on multiple occasions appealed to him to work with me and release the tub to me, but he refuses to do so unless I sign a document, attached. 

  I have advised him I am willing to sign 1-4 but the rest of the points I am not willing to sign. I have also advised him I am willing to remove the reviews and BBB if he will address my concerns and complaints and acknowledge the issues I have had with him company, however he refuses to do so. 
  

  ***** is attempting to bully me into giving up my rights by with holding my legal property from me. 

  I would like ***** to deliver the tub as he is being advised to do so by **** and address my concerns and request for financial compensation for the 14 months, (now 15 months and will continue to increase the longer this goes on), I was unable to fully enjoy my tub due to his company not filing warranty claims properly, and not responding to Maax requests for proper filing. 

  ***** has repeatedly claimed I am trying to destroy his business. If I was I would updated my review to reflect his emails, that he is aggressive, bullying me, threatened me by telling me "its in my best interest", withholding my legal registered property that I paid for, and asking me to sign a document that is not legal. I am also hoping that ***** will do the right thing and honor his contract and deliver the hot tub, I have engaged police and a lawyer and am holding off on pursuing charges as I am willing to work with *****, but his refusal to work with me or even acknowledge my concerns is unacceptable from a business. 

  My whole experience with his business has been unacceptable. 

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