Complaint **** at Spa City was very misleading about the quality of their products and service. We purchased a hottub from spa city almost 2 yrs ago. Of course they told us how their products were so much better than the competition. And their service and warranty for their products was not going to b an issue even though we are about an hour from their store. We have had problems from the beginning with the hottub such as leaking controlls and seals on the lights. Every time there was a problem it took multiple calls and months to get the problems resolved. Now the cover does not seal well and when i brought up this issue with **** he told me all hottub covers r the same and they only last about two years. when we bought the unit fron spa city we were told the covers they sell are of superior quality to their competitors because of the thickness and quality of foam used and should last 6-8 years. As for the structure of the hottub we were told the lifespan could be atleast 15 yr. It is now about 2 yrs old and the liner on the bottom is cracking and the the wood is swelling and beginning to rot. They say they are going to replace the shell which great but it has been going on for over 7 months and i am tired of repeatedly calling and harassing them to get issues resolved. I have been more than patient with them until my last conversation with ****. I am fed up with it all. I am a bussiness owner and would be ashamed if i handled customer service the way **** does. The lady in the office however is very nice.
Desired Settlement The quality of the product and customer service is nowhere near what we were led to believe. If they would refund my money and take back the hottub we could forget we ever crossed paths and everyone would be better off because as long as i have problems with this hottub they are going to be hearing from me.
Business Response Contact Name and Title: **** ********* Contact Phone: XXX XXX XXXX Contact Email: *******@spacityusa.com This is the first notice I have received from the BBB on this matter. So I am replying to it today on X-XX-XX with all the information. The Factory Built a new spa for Mr. **** and we received it this winter, We tried several times to contact Mr. **** and had no luck back in February and March. Time went by and we got busy with spring instales, but we did talk to him early June and schedualed a date to replace his spa with a new one. that new spa has been installed on June 23rd, so Mr. **** should be complete.
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