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In Eastern Washington, North Idaho and Montana

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Apollo Spas 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.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for Apollo Spas include:

  • Length of time business has been operating

Factors that raised the rating for Apollo Spas include:

  • Complaint volume filed with BBB for business of this size.
  • Response to 3 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

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

Customer Reviews Summary Read customer reviews

1 Customer Review on Apollo Spas
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

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BBB file opened: July 26, 1991 Business started: 09/21/2011 in WA Business started locally: 01/01/1987 Business incorporated: 09/21/2001 in WA
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:

Washington Secretary of State, Corporations Divison
801 Capitol Way South, P.O. Box 40234, Olympia WA 98504-0234
http://www.secstate.wa.gov/corps
Phone Number: 360-753-7115
Fax Number: 360-664-8781

Department of Revenue Washington State
Department of Revenue ( Public Records Division), PO Box 47478, Olympia WA 98504-7477
http://dor.wa.gov/content/Home/Default.aspx
Phone Number: 800-647-7706

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Rob Anselmo, Accountant and Administrative Manager Ms. Jennifer Evans, Service Manager
Contact Information
Principal: Mr. Rob Anselmo, Accountant and Administrative Manager
Business Category

Spas & Hot Tubs - Dealers Spas & Hot Tubs - Service & Repair Spas & Hot Tubs - Supplies & Parts Bathroom Remodeling - Walk-In Tubs Swim Spas Gazebos Patio Equipment & Supplies

Products & Services

Apollo Spas sells the following brand(s): Apollo Spas, Artic Spas

Method(s) of Payment
Cash, Check, Debit Card, Credit Card
Refund and Exchange Policy
Customer acknowledges the following terms and conditions: All deposits are final and non-refundable. Price locks/holds on purchases are good for 180 days from date of deposit. All purchases must be paid in full or finance approved before delivery will be made.

ALL CHEMICAL SALES ARE FINAL AND NON-REFUNDABLE.

In store account credits issued by an authorized Apollo Spas employee are good for EXACTLY 1 YEAR from the date of issuance and will be forfeited if not used by the expiration date.
Alternate Business Names
Apollo West, LLC Arctic Spas
Additional Information

Member of the Spokane Home Builders Association, the Spokane Valley Chamber of Commerce and the Coeur d'Alene Chamber of Commerce.


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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
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  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (877) 941-1731(Phone)
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Complaint Detail(s)

6/5/2013 Problems with Product/Service
10/24/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am the Power of Attorney for my parents ****** and ****** ********. An unauthorized person ordered in person on Sept. 7th (a Friday) at Apollo Spa's a walk in tub which was cancelled on Sept. 9th (a Sunday).The salesman's name was *****. He took the Debit card of ****** ******** from **** ******* (whose name is not on the debit card). At the time the cancelation was made the salesman said their was a re stocking fee that was charged. On Friday the 7th **** was told the order would not be placed until Monday the 10th, and also not until a second payment was made. First of all the $1500 that was made through the debit card of ****** ******** should not have been possible since **** ******* is not authorized to use ******'s card, and 2nd of all no order had been turned in. Apollo Spa's did return $1,155.03, but kept $344.97.

Desired Settlement: That the $344.97 be returned.

Business Response:

   In regards to this complaint registered against Apollo Spas, the initial contact was made on September 3, 2012 and the initial deposit of $500.00 was made on the same date via credit card for a walk-in safety bath. A subsequent deposit of $1,000.00 was made on September 7th (in two $500.00 increments). A subsequent deposit was attemped on September 8th and September 9th to bring the deposit to 25% of the purchase price ($6,899.50 + tax) , but the credit card was declined. At that point, Mr. *******, then called in on September 9th (a full 6 days later) and asked for the purchase to be cancelled and the deposit refunded

   As the attached customer file notes show, Mr. **** ******* was advised via phone via the customer service representative, ** ********, that there was a 5% administrative fee that is charged against the deposit when an order is cancelled after 3 days. This is a standard agreement that Apollo Spas has for all purchases where an initial deposit is made on a large purchase, so that the customer has a "cooling off" period to decide if they want to proceed with their purchase. If the customer contacts within those 3 days via phone, letter, email or in person, there is no admin fee charged against the purchase. As the phone conversation notes indicate, Mr. *******, understood that there would be admin fee against the deposit and that the credit card would be refunded, minus the admin fee. Mr. ******* also indicated that he "found a private party tub for $2500" and he was warned by the Apollo Spas customer service representative about the differences that he should be aware of..... At no point during the phone conversation did Mr ******* ask that the full deposit be refunded or question the admin fee.

   It is quite possible, based on the customer comments noted above, that during the time of the initial deposit on September 3rd and before the order request was submitted via phone on September 9th that the customer found a better deal for a lower price, as indicated above in the phone conversation with Mr. ******* on September 9th, and upon finalizing that deal, then called Apollo Spas and wanted a refund of the intial deposits of $1,500.00.  The customer is well within their rights to cancel the order if they find a better deal/price elsewhere, but since it came after the 3 day cooling off period, it is then subject to the 5% admin fee (which is calculated in the attached notes) of $344.97. The remaining balance of the deposit was refunded to the customer via credit card on September 13, 2012 of $1,155.03.

Therefore, Apollo Spas doesn't feel that it should have to refund the remaining balance of $344.97.

Please feel free to contact me if there are any other matters in this regards to this customer's complaint that need to be addressed.

Sincerely,

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

Accountant/Admin Manager

Apollo Spas

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9230456, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

MESSAGE FROM BBB - my apologies for the five day delay in getting this rebuttal to you from ****. I got it last Tuesday when I came into the office and must have accidently moved it under another file.                            

**** ******* went to Apollo Spa Sept. 1. Saw what they had. ***** the salesman said **** could get the double deals (Labor Day sale and Fair Special) if She put down $500 by Labor Day, Sept. 3rd. ***** said she would need to put down a certain percentage before Apollo could order a walk-in-tub. Once ordered it would be 3 to 4 weeks for Delivery.

    Friday, Sept. 7th **** went in again with ****** ********'s Debit card. *** the other salesman took two payments out of ******'s account. Each for $500. Then *** said he would take the remainder of the percentage needed and money they charged for delivery the following day (Sept. 8). *** assured **** that this wouldn't delay anything because Apollo wouldn't be able to order the tub from the factory in Spokane Valley til Monday, Sept. 10.

    Sunday Sept. 9th, **** called to cancel. *** told **** She couldn't get the money back because She needed to cancel within 3 days AFTER she ordered. claiming that she would have had to cancel Sept. 6th. But *** had said BEFORE **** canceled that it wouldn't be ordered til Monday Sept. 10th. So it had not been ordered yet. **** actually canceled ONE DAY BEFORE it was ordered and should get the FULL REFUND.

    All this was done on a Debit card not authorized for **** to use. The name on the debit card is ****** ********, not **** *******.

                                        Hope you can get them to refund. Thank you    **** ********

Business Response:

Again, to readdress the facts that were stated in the original letter, as noted in the first response dated September 24, 2012 (significant facts bolded):

In regards to this complaint registered against Apollo Spas, the initial contact was made on September 3, 2012 and the initial deposit of $500.00 was made on the same date via credit card for a walk-in safety bath. A subsequent deposit of $1,000.00 was made on September 7th (in two $500.00 increments). A subsequent deposit was attemped on September 8th and September 9th to bring the deposit to 25% of the purchase price ($6,899.50 + tax) , but the credit card was declined. At that point, Mr. *******, then called in on September 9th (a full 6 days later) and asked for the purchase to be cancelled and the deposit refunded, which he is well within his rights to do.

   As the attached customer file notes show, Mr. **** ******* was advised via phone via the customer service representative, ** ********, that there was a 5% administrative fee that is charged against the deposit when an order is cancelled after 3 days. This is a standard agreement that Apollo Spas has for all purchases where an initial deposit is made on a large purchase, so that the customer has a "cooling off" period to decide if they want to proceed with their purchase. If the customer contacts within those 3 days via phone, letter, email or in person, there is no admin fee charged against the purchase. As the phone conversation notes indicate, Mr. *******, understood that there would be admin fee against the deposit and that the credit card would be refunded, minus the admin fee. Mr. ******* also indicated that he "found a private party tub for $2500" and he was warned by the Apollo Spas customer service representative about the differences that he should be aware of..... At no point during the phone conversation did Mr ******* ask that the full deposit be refunded or question the admin fee.

   It is quite possible, based on the customer comments noted above, that during the time of the initial deposit on September 3rd and before the order request was submitted via phone on September 9th that the customer found a better deal for a lower price, as indicated above in the phone conversation with Mr. ******* on September 9th, and upon finalizing that deal, then called Apollo Spas and wanted a refund of the intial deposits of $1,500.00.  The customer is well within their rights to cancel the order if they find a better deal/price elsewhere, but since it came after the 3 day cooling off period, it is then subject to the 5% admin fee (which is calculated in the attached notes) of $344.97. The remaining balance of the deposit was refunded to the customer via credit card on September 13, 2012 of $1,155.03.

Also, if at any point that Mr. ******* felt that a member of his family was using a credit card without authorization, he is also well within his rights to dispute the charges with the credit card company, for if a credit card was used without authorization, it could be considered stolen and could have cancelled. At no point during this process did Apollo Spas ever receive a customer credit card chargeback dispute form or were the funds ever withdrawn from Apollo Spas bank account.

Therefore, Apollo Spas doesn't feel that it should have to refund the remaining balance of $344.97, for the customer was advised that there was a signed agreement in place and that the 3 day cooling off period had expired per the agreement. Also, the customer never pursued a dispute with the credit card company for unauthorizied use of a credit card, which they are well within their rights to do.

Please feel free to contact me if there are any other matters in this regards to this customer's complaint that need to be addressed.

Sincerely,

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

Accountant/Admin Manager

Apollo Spas

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

2/16/2012 Problems with Product/Service | Complaint Details Unavailable
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