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In Central, Northern and Western Arizona

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Description

This company is the exclusive factory wholesale showroom marketing Atera AnyTemp Spas and Swim Spas made in Phoenix, AZ.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Four Seasons Spa Village 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 16 factors. Get the details about the factors considered.

Factors that raised the rating for Four Seasons Spa Village include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 1
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

4 Customer Reviews on Four Seasons Spa Village
Customer Experience Total Customer Reviews
Positive Experience 3
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 4

Additional Information

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BBB file opened: October 17, 1996 Business started: 07/13/1996 in NV Business started locally: 07/13/1996 Business incorporated: 02/21/2001 in NV
Licensing

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:

Arizona Registrar of Contractors
1700 W. Washington Street #105, Phoenix AZ 85007
http://www.azroc.gov
Phone Number: 602.542.1525
Fax Number: 602.542.1599

Type of Entity

Corporation

Business Management
Mr. Charles Warren Reynolds, President Mr. Josh Reynolds, Company Management
Contact Information
Principal: Mr. Charles Warren Reynolds, President
Business Category

Spas & Hot Tubs - Dealers Spas & Hot Tubs - Service & Repair Spas & Hot Tubs - Supplies & Parts Spas & Hot Tubs - Rental - Wholesale, Manufacturing Swimming Pool Contractors, Dealers, Design Manufacturers & Producers

Products & Services

Four Seasons Spa Village sells the following brand(s): All Brands of Hot Tub Parts , Atera AnyTemp Spas , Atera Hot Tubs, Atera Spas

Four Seasons Spa Village offers the following product(s): AnyTemp Spas, Hot Tubs, Spas, Swim Spas

Method(s) of Payment
cash
personal check
cashiers check
visa
mc
Refund and Exchange Policy
All Atera AnyTemp Spas are custom built to order.
Alternate Business Names
Atera Anytemp Spas Four Seasons Leisure Trenco, Inc.

Additional Locations

  • 6306 W. Bell Road

    Glendale, AZ 85308 (623) 334-3999

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Types of Complaints Handled by BBB

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  • Guarantee or Warranty

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BBB Complaint Process

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Additional Email Addresses

  • - Customer Service
  • - Technical Support
  • - Sales
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Complaint Detail(s)

12/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The shell of the spa has cracked and has the potential to cut someone that would come in contact with it. The company has tried to repair this 3 times and it continues to crack after the repair. They now refuse to fix it and it is under warranty. I feel this is a warranty issue and they should resolve it.

Desired Settlement: Replacement of entire shell or a suitable repair.

Business Response:

Four Seasons Spa Village-Atera AnyTemp Spas and Hot Tubs is  very sorry that this client has had a bad experience however, 100% of their problems are a direct result of Heat & UV Damage due to leaving the cover off when not in use during the summer.  This is likely the result of their futile attempt to cool the water to a tolerable temperature in the summer by removing the cover at night and forgetting to re-install it the following morning.  After thirty years of global industry experience, this is unfortunately a fairly common occurrence with seasonally comfortable hot (only) tubs and one of the many reasons Atera AnyTemp (Cold & Hot) Spas were invented, patented, and are fast becoming America’s favorite fun, healthy backyard destination 365 days a year. 

Atera Spas Customer Service Log:

The topside Control Panel was replaced twice at “no charge”, even though the failures were due to abuse and not covered under the terms of the Limited Warranty, (Cost not charged to client: approximately $500.00).

The Water Diverter valve lower end (with male threads) has shrunk due to excessive heat and UV abuse causing the disk under the handle (female threads) to pop off, a common occurrence on all hot tub brands as a result of UV damage.  Proper repair includes approximately a 4 hour job to remove and replace water diverter valve and all attached water manifolds and three 2” plumbing lines, the only way to permanently repair!  If this has been repaired any other way, it is a potentially dangerous situation that should be repaired properly to avoid injury.  It’s also likely that other damage has occurred to other components of the spa, including all other valves located on the topside of the spa.

Cracks in the Lucite XL Acrylic surface referenced are and have always been a direct result of same Heat -UV abuse. They were repaired several times at “no charge” (always during the summer) even though the cause was due to heat and UV abuse. (Cost not charged to client, $1,175.00). The Limited Warranty on the acrylic surface has been voided due to obvious misuse and abuse.

None of the service and components (Approximately $1,675.00) provided at “no charge” to the client over the last several years were covered under the terms of the Limited Warranty.  Damage due to heat and UV abuse is specifically excluded in the Atera Spas Limited Warranty, and specifically excluded in every hot tub brand’s Limited Warranty ever seen over the last 30 years. 

Cause of Damage:

When a hot (only) tub cover is removed at night to attempt to cool the water down below 105 degrees, the user(s) MUST remember to put it back on in the morning to avoid these and other potential damages.    

Atera AnyTemp Spas has documented the top rail surface temperature of hot tubs in Arizona exceeding 200 degrees in the summer when not protected by the cover, hot enough to cook an egg!  Each time the Atera Spas Service Technicians, two different ones on four different occasions, have arrived at the client’s home to provide out of warranty “no charge” service during the summer, they’ve arrived to find the cover off.  

The clients  futile attempt to cool the water to a tolerable temperature when ambient air temperatures reach in excess of 115 degrees, or the forgetfulness of one or more of the members of the client’s family is exactly why Atera Spas invented, patented and crafts AnyTemp (Hot & COLD) Spas in Phoenix, Arizona, purchased by thousands of very happy clients globally.  To confirm and substantiate the company’s position regarding heat damage , please google search “hot tub Heat damage” and/or visit ******************/span>.

It’s a shame that this client, or the client’s family members, did not use good judgment and take better care of their investment. If they had, their Atera Spa (seasonal hot tub) would provide them with a lifetime of benefits and none of the problems they’ve experienced.  If they had invested in an Atera AnyTemp Spa, there would be no reason to ever remove the cover until it was time to enjoy the many benefits of PERFECT TEMPERATURE WATER, Anywhere, Anytime, 365 days a year.  Please see client letters on ******************/span> and all other reviews.

Four Seasons Spa Village-Atera Spas stands ready to continue to assist this client by referring them to an acrylic repair company to again repair the cracked acrylic damage to their spa that is again clearly the result of HEAT-UV damage. 

However, Four Season Spa Village-Atera AnyTemp Spas will no longer provide any service whatsoever, at any time, for this client or to the client’s spa.  The client’s spa Limited Warranty has been voided as a result of obvious abuse.  The client and his wife continue to deny that anyone has ever left the cover off, even though the Heat-UV damage is obvious and the cover being left off has been witnessed by two employees of the company and the owner of the company.

Under the circumstances, Atera Spas believes their customer service has been exceptional, above and beyond what any other hot tub manufacturer, retailer or service technicians would have provided for “out of warranty service” and parts replacement.  Unfortunately, the client is not being reasonable and their anger and frustration is being miss-directed. 

Best regards,

******* ** ******** **

President

CC:         **** ********* Director of Sales & Marketing

                ***** ********, Office Manager

                ****** *******s, Service Technician

                Fernando Angel, Service Technician

                Customer’s File  

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I appreciate the response but it could not be more incorrect.  Being a native of Arizona, I am more than aware of the damage the sun can have on plastic pieces.  I also know that if sun damage occurs, there is typically physical evidence or fading.  The plastic valves are not faded or sun damaged in any way.  As far as the fiberglass shell, or the shell material, again no sign of sun damage.  Also, the first cracks were noticed within 6 months of installation and I called the company to let them know. It took about two weeks and they did send a technician to try and repair it.  At that time, I WAS NEVER told it was due to sun damage and the comment I received was "I have never seen this before".  This would indicate to me, this is not sun damage.  Also, the repair was done with a completely different color and I accepted it because I didn't want to cause a problem. Also, the cracks were so bad the technician put a wood stand under the shell to try and reinforce it.  I am not sure if that is a standard way to correct cracks.  I have been more than patient with the problems with this spa and feel I am not asking for that much help to get it resolved.  The controller has failed twice and I was told sometimes the steam being under the cover can cause them to short.  I was NOT told it was because of sun damage.  The sun damage comment was  never given to me until Chuck came to the house.  And for the record, I paid $188.00 dollars for the "new and improved" controller that looks nothing like the original.  There were also problems with the lighting that was not mentioned in the response from the company.  The lights are all suppose to be the same color and two lights were completely different.  Again, something I accepted because I didn't want to continue calling because of the multiple problems.  I feel the response from the company is completely unfounded and I disagree completely that the cover was off when the technicians arrived at the house.  I feel this is easily solved when looking at the condition of the spa today and seeing it has NOT been abused in any way.  We Always keep the cover on the spa as you can tell by the weathering of the cover and by the condition of the valves and shell.  These are very small spider cracks in the shell that looks like a manufacturers defect much more than sun damage. 

Regards,

*** ****


 

 

Business Response:

Acrylic spas have a paper thin acrylic skin surface backed by multiple layers of fiberglass re-inforced plastic. The acrylic surface is strictly a cosmetic surface and has no effect on structural support or water retention.  Acrylic repairs are normally permanent.  After our numerous repairs, I believe it is futile to continue this process only to have the repair again destroyed by sun & UV abuse.  
 
If the client would like to hire a different acrylic spa repair company to again perform this repair, we'd be willing to consider contributing "one time" to the cost of said repair but, we are not willing to do additional acrylic repairs on this unit.  When the clients next repair is done by a different company, the client can try calling that company back again to do an additional repair at no charge. 
 
If the client would like us to attempt to arrange for a different company to again perform this repair, we'd be willing to attempt facilitating the acrylic repair.   We are willing to assist the client even after two service technicians have testified that the cover was not on the spa when they arrived to perform repairs and with obvious multiple evidence of sun & UV abuse. 
 
We have performed all of the "non-warranty" repair work on this clients spa that we are willing to.  We have also been advised by the client that they have had other service technicians perform repair work on their spa, thus voiding their warranty per the terms of the written limited warranty. 
 
In my last attempt to personally resolve this issue at the clients home, where I personally witnessed the evidence of sun & UV abuse, the client demanded that I get off his property while yelling and swearing at me.  If the client would like to set an appointment with me to meet with me at my place of business, I'd be willing to consider such a meeting. 
 
Best regards,
 
******* ********
President
Trenco, Inc.
DBA Four Seasons Spa Village

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

11/19/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: bought a atera hot tub on oct 7 2011,tub was dilivered in late nov 2011.on sept 25th tried to drain said hot tub,with negative results,called listed bus, they asked me to take off tub panel and adjust nut in rear of drain ,this was not my job to fix a drain. called several times in the past few days with with negative results.called this date and there response was without even coming out to inspect the tub was it was not under warranty ,a fee would have to be charged.(one year warranty)

Desired Settlement: fix the drain

Business Response:

Alexandria,
 
After researching our records, I found only one service call to re-program his topside control that is not covered under warranty but, we still did not charge him the $150.00. 
 
So, today I called him and he claims that his drain valve does not work.  NEVER heard of this one and he likely does not understand it's operation.  I advised him that someone will come to his house and inspect his drain valve this week, it will be me.  I'll advise you of my findings....  Thanks.
 
Best regards, 

******* ** ******** **
President 
Atera AnyTemp Spas 
ateraspas.com
***** ******** Factory Showroom

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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