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BBB Accredited Business since
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Caldera Hot Tubs
Vita Hot Tubs
Catalina Swim Spas
Endless Pool Swim Spas
Freeflow Hot tubs
Pool Cleaning and repairs
Pool and Spa supplies
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A BBB Accredited Business since
BBB has determined that Sweetwater Hot Tubz 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 raised the rating for Sweetwater Hot Tubz include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- 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||3|
Type of Entity
Business ManagementMr. Jason Hild, President Ms. Helen Frank, Office Manager/Bookkeeper
Spas & Hot Tubs - Dealers Spas & Hot Tubs - Service & Repair Spas & Hot Tubs - Supplies & Parts
Products & Services
Sweetwater Hot Tubz sells the following brand(s): Caldera, Catalina Swim Spas, Endless Swim Spas, Freeflow, Vita
Sweetwater Hot Tubz offers the following product(s): Hot tubs, Swim spas
Method(s) of PaymentCash
and SACU financing
Alternate Business NamesCaldera Spas Sweet Water Pools Sweetwater Pool Service Sweetwater Services, Inc Sweetwater Spa Store
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
707 Vance Jackson Rd
San Antonio, TX 78201 (210) 621-3923 (210) 647-3000 (210) 735-7946 Directions
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Additional Phone Numbers
- (210) 621-3923(Phone)
- (210) 647-3000(Phone)
- (210) 561-8829(Phone)
- (210) 590-6700(Phone)
- (210) 494-7070(Phone)
- (210) 680-4444(Phone)
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: We paid Sweetwater to deliver our Spa to a specific location in our back yard. The delivery employees were shown specifically where it was to be placed. The instead left it in the middle of an easement. We subsequently had to have it moved out our expense. Repeated calls to Sweetwater to remedy the situation were not returned.
Business Response: Mrs. ****** was present on the date their hot tub was moved to their location in New Braunfels. As per the delivery personnel. the tub was placed exactly where specified by Mrs ******. At a later date, we received notification from Mr. ****** that this was not the correct location. It was explained that there would be an additional charge to come out and move the hot tub since the placement was approved by Mrs. ******. Mr. ****** was not willing to pay this additional charge. The charge of $250 is a valid charge (at a significant discount off our normal spa move charge) due to the fact that a service was rendered and approved by Mrs. ****** at the time of delivery.
Problems with Product/Service
Read Complaint Details
Complaint: My husband and I went into the 1604 location around the end of July to look into purchasing a hot tub. It was our first stop, we talked to a sales associate ***** that was there that day. We told ***** what we were thinking as far as hot tubs and that we had just recently moved into a new house with a deck out back and we were interested in adding a hot tub to the backyard. We looked at the options that day and found one that we liked. He explained to us that the sale on the hot tubs was ending that weekend and in order to receive the price we needed to put down at least a 10% deposit to hold the price. We were unsure because we hadn't thought out the whole process but we wanted to get the sale price so I asked ***** multiple times while we were there if we put the deposit down and then something changed or we weren't able to go through with the hot tub at that time would we be able to get the deposit back. He assured me that the deposit was refundable up until we actually ordered the hot tub. We have since then decided that before we cold put a hot tub back there we need to run electrical and add to the existing deck which after getting quotes is going to take sometime. We called to get our deposit back as this money would help with that process and ***** stated that it would not be a problem but the manager that could approve the refund was out of the office until the following week. This was in October. It was not until mid November and several emails later did we receive a call from the manager ***** who informed us that there would be no refund there was a cancellation fee. There was no mention of a cancellation fee from ***** and we haven't even ordered a hot tub yet we just put a deposit down to hold a price. So basically they are keeping the deposit without us receiving anything. We are still looking to have a hot tub installed this has put us further behind but if this is how they do business we will be purchasing elsewhere.
Desired Settlement: We would like our deposit back.
Business Response: Contrary to what has been stated by the *****’s, they did move forward with the purchase of the hot tub. They placed a $800 deposit on 8/8/2015 and a week later applied for financing for the remaining balance on 8/16/2015, which was approved on 8/17/2015. At that time, since they were approved for finanincing, which is considered payment in full, the order was placed for the hot tub since we did not have the specific color combination requested in stock. Upon arrival of the hot tub, the *****’s were contacted to let them know it had arrived. They informed Sweetwater that the expense involved with the deck and electrical was more than expected and they could not afford the additional expense, yet they still wanted the hot tub. In November, ***** spoke with Mrs. ***** and explained that we currently had a limited time promotion running for 36 month interest free finanacing which would allow them to roll into the financing the added cost of the deck and electrical and also save them the interest they would have paid on the original financing approved in August. The *****s declined this offer. Sweetwater made a valid attempt to assist the *****’s with their concerns. It is clearly written on the contract above their signature All Cancellations are subject to a 25% fee of purchase price. The *****s have not lost their deposit. Sweetwater has been holding the hot tub in their name since it arrived. We have incurred expenses which include the purchase of the hot tub from the manufacturer, freight and storage. We will honor their deposit any time in the future concerning their hot tub purchase.
Read Complaint Details
Complaint: In April 2013 we purchased a hot tub from this location, the paperwork didn't specify the specifics about the warranty, on July 11, 2014 I called the location where I purchased the hot tub and asked them about the warranty and what was covered, they directed me to their Servicing Department where I spoke with a lady that answered the phone, I asked her about the warranty. She mentioned the technician was out to lunch and she would have him call me, I told her the issue I was having, the button for the Jets wasn't working, she said she would give him this information. That evening a gentleman called me and I again told him I wasn't sure what our warranty was and told him the issue we were having, he proceeded to ask me for my name and address and when I purchased the hot tub, he then indicated he would come by and evaluate the issue, he said no one had to be home for him to work on it as long as we left any gates unlocked, never did he or the other 2 people mention anything about any fees and they had my information to look this up. On July 17, 2014 the technician showed up and my husband met him there, he said it was the button that was not working properly, he then continued to tell my husband that the cost of the part was $149 + tax, the service call was $29.99 plus the installation of the button, myself and my husband were upset because no one told us ahead of time that there was a charge, we proceeded to tell him that we would pay for the part but no one mentioned the service fee, he then got on the phone with someone in his company and told my husband he would not charge him for the service call just the part that came out to $168. The receipt we have shows the total of $168, however my card was charged $194. On 7/14/14 I called them back and was told I had to speak with ****** and the message would be given to her, I didn't hear back soon 7/15/14 I called and was on hold for over 10 mins after she got on the call, I explain to her my situation and she indicated that the technician was new and not too familiar with their service fees and that everyone else followed process, so I told her that it was a training issue since no one told me anything about the fees, which I argued about, she became irate and I told her that if she didn't credit me back I was going to get an Attorney since the receipt I have only indicated the charge authorized for $168, she then proceeded to talk over me and told me that if she credit me back my service fee, they will NEVER service me again, I told her that was fine and that I didn't want to deal with them in the future, as I was speaking with her, she hung up on me. I tried calling her back and she won't answer my call, not sure when my money will be credit it back or if it will be ever.
Desired Settlement: Even though it's not much, I was very unhappy at the service I received from SERVICING (******) when to began with we were very happy with the sales person at the location we bought it from. We will never ever make a purchase or recommend them to anyone.
Very sorry to hear that you did not have a good customer service experience.
I spoke with Mrs. ***** on Saturday and she has rec'd the credit on her account.
Better Business Bureau:
Read Complaint Details
Complaint: On 30 May 2014 I signed a contract to purchase a hot tub from Sweetwater Hot Tubz located at I-410 and Evers. I gave SSFCU check #1049 and filled out an application to finance the remainder through San Antonio FCU. The salesperson, ****, told me that it would take about a day to process. On that day, I explained to **** that the concrete pad in my backyard, had less of one inch grade, for drainage, and if that would cause a problem for the unit. He explained that the particular model I was to purchase was a type that could be shimmed, because it was 'one piece'. We also talked about how the hot tub would be set up by the company, and he stated that the unit I was purchasing fit through standard backyard fence gates. The following day he called me and told me that I was approved, that I needed to give him $10 to open an account with the financing institution before we could schedule delivery. I went to the store and paid him the $10. Once there he asked when I would have liked the hot tub delivered. Excited about the purchase I told him that I would take it at the earliest possible date. At that point he said that I need to sign the 'delivery paperwork' so that he could take it to their manager's office on ***** ******* before they closed. Thinking that I had already signed all the pertinent contracts the day prior, when he took the $1000 check from me, I signed a paper. **** did not tell me that what I signed was the contract to purchase. The delivery was scheduled for the following week, but when their employees came to the house, they told my girlfriend that they cannot shim the tub and that it did not fit through the gate. My girlfriend called me at work and asked me what to do; I told her not to accept the delivery. After several days I was finally able to contact their manager, *****, who told me that I signed a contract stating that the site where the hot tub was being delivered had to be perfectly leveled and that I was responsible for taking off the fence panel because the tub did not fit; furthermore, that if I cancelled the purchase, that they will charge 25% of the purchase price, which is the $1000 I already paid them. I know that I should have been careful and read every line before signing, but I would not have purchased this unit, much less leave my girlfriend to accept delivery, if I knew that the site had to be leveled, and that the fence had to be taken down. **** assured me that the purchase price included their company being responsible for delivery and full set up, including shimming. What he did was deceitful, and now they want to basically extort $1000 from me to force a sale. Last week ***** told me to write a letter stating why I was cancelling the sale and to bring it to her, because their company had not even brought my financing paperwork to SAFCU. I delivered the letter and was told that after reviewing with her boss, they would issue a refund. Today she said either take the hot tub or lose the $1000. It is impossible that a legitimate business can scam people like this and get away with it. I do not remember signing any contract stating the contrary to what was said to me by the salesperson, and worry they forged my signature. Please help me.
Desired Settlement: Refund of the $1010 that I paid them.
Business Response: When we arrived at the home the gate was not wide enough for the spa to go thru the opening. Our delivery crew offered to remove a section of fence to accommodate the spa but told his girlfriend we cannot be held responsible for the fence. She said she needed to call Mr. *******. He said to come back the next day (Saturday) when he was home. Unfortunately we already had two deliveries on Saturday. We offered to come back on Tuesday to redeliver but Mr. ******* said no, I want to cancel my order. Mr. ******* signed the PreDelivery sheet that clearly states that the spa needs to be on a flat level surface and we do not shim. **** the salesman said Mr. ******* took several minutes to read the PreDelivery sheet before signing and we have not nor did we forge his signature. This is a serious accusation and is not to be taken lightly. We have been in business over 30 years and have never forged a signature. We stand ready to redeliver his spa or as contract states he has the right to cancel with a 25% cancellation fee.
Business Response: We are including copies of the paperwork that Mr. ******* signed. Line item #6 on Pre Delivery Sheet states that we do not shim, the tub weighs over 4,000 lbs. With this kind of weight and it being shimmed it can void the warranty of the tub due to the structure not being evenly supported. Under the delivery requirements it states it is the customers responsibility to provide us access to yard. Also the second trip is an additional charge. Our delivery crew makes several deliveries a week and work very hard to install the product safely and without incident. When they foresee a problem they alert the customer of the potential issues. That was done in this case. In addition we are willing to reschedule for another day giving the customer more time to have the site ready. We still stand ready and willing to make that happen.
Customer Reviews Summary