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In Greater Kansas City

This Business is not BBB accredited

Phone: (877) 233-8123 Fax: (877) 233-8123 5251 W 116th Pl Ste 200, Leawood, KS 66211

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BBB Accreditation

This business is not BBB accredited.

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Reason for Rating

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

Factors that raised the rating for include:

  • Complaint volume filed with BBB for business of this size.
  • Response to 7 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

7 complaints closed with BBB in last 3 years | 3 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 6
Total Closed Complaints 7

Additional Information

BBB file opened: October 03, 2012 Business started: 11/01/2007 in KS Business started locally: 11/01/2007
Contact Information
Customer Contact: Scott Brown, Customer Service
Business Category


Alternate Business Names

Additional Locations


    5251 W 116th Pl Ste 200

    Leawood, KS 66211 (877) 233-8123

  • 1

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Complaint Detail(s)

3/10/2014 Problems with Product/Service
1/2/2014 Guarantee/Warranty Issues
12/16/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I purchased a spa from them about a year ago now, and have had nothing but problems with it. *** 1st issue was the Electical Hook-up where as they "claim" they sent me the European Board but that it was fully usable in the US. It took me several attemtps to find someone willing to hook it up as they explained. Since then I have had 2 heating elements go out, which they continue to try and blame my water, even though my water tests out fine. And now I have a dead recirculating pump which was still under warentee. It took me several attempts to contact them on each matter as they do not answer e-mails or return voice mails left through their phone system.I have to be "lucky" enough to get someone to answer their phone. Once I did get ahold of them, they have sent me a replacement, but never scheduled a repair tech to come and change the pump. Also I was informed that my spa should cost about $30 a month to run, where in fact it has cost me upwards of $90 a month since I have had it hooked up, leading me to believe there are more problems with my spa then they are even willing to consider which is burning up the parts faster then normal.

Desired Settlement: At this point, since my spa has been unusable almost as long as it has been running, and they don't seem to want to admit to the failures in their product. I feel a refund should be the solution. I see no point in keeping an obvious inferior product with no real local support to diagnose the real problems at hand. Nor do I have any interest in going round and round again with them if I considered a replacement..

Business Response:

Integrity Spas
5251 W 116th Pl Ste 200
Leawood, KS 66211 

November 26, 2013

BBB Serving Greater Kansas City
8080 Ward Parkway Suite 401
<st1:city w:st="on">Kansas City, <st1:state w:st="on">MO <st1:postalcode w:st="on">64114

RE: Case #: *******

This is in response to a complaint we received regarding our customer ******* **********.  *** customer purchased a Rum Cay hot tub which was delivered in September of 2012.  I will do my best to respond to each concern separately. 

With regards to the spa control pack, where the power is connected, we use ACC’s SmarTouch Digital 2000 spa pack.  *** same spa pack is used in both Europe and in the US.  *** wiring instructions are different in Europe than in the US.  Apparently the instructions included with the spa were for European connection.  We provided the customer the instructions necessary for hookup in the US.  It is the exact same spa pack and circuit board, the only thing that changes is where the wires connect.

*** customer has had two heating elements fail.  *** elements were coated with hard water deposits and the technician confirmed there were hard water deposits and flakes in the plumbing lines.  This is not a defect in the heating element but a water quality issue.  This is not covered under any spa manufactures warranty however we replaced the elements at no charge to the customer.  Hard water will cause the heating elements to work harder, consuming more energy and cause them to fail prematurely.  *** hard water will also cause premature failure of other components such as jets and pump seals.  *** hard water will also cause the filters to need to be cleaned and replaced frequently to avoid flow issues.

*** customer contacted us on 9/30/13 about the failure of the circulation pump.  We shipped a new circulation pump out to the customer on 10/1/13.  *** UPS tracking number is ******************.  *** spa had a one year labor warranty.  Technically the labor warranty had expired however we set up ***** ****** of *** *** *** ******* to replace the circulation pump at no charge to the customer.

It is our sincere desire to respond to customer issues and concerns as quickly as possible.    We will continue to support the customer and honor the remaining warranty.  Unfortunately, based on the hard water issues the technician has found, the customer will continue to have premature failure of components unless the hard water issue is addressed by Mr. **********.



Integrity Spas

Consumer Response: [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

Yes, they did send out a local spa tech who came out and change the circulation pump, but due to the delays in hearing from them, and the fact that our local temperatures were getting below the freezing point, I had to drain the spa before the work was completed and currently am not interested in refilling the spa because I am sure there is something else going on with the unit.

***y want to claim an easy cop-out, claiming that I have hard water. without even testing my water.

Well I went out and purchased a Pro-Lab Water Quality Test Kit from my local Menards, and tested my water myself.

All of my results are with-in “normal-safe-acceptable” standards according to the test.

Not sure how that associates with a “spa” as this is simply a general Water Quality Test,

but it does indicate that I (DO NOT) have hard water as they want to claim.

I have <st1:personname w:st="on">informed them of my test results and plan to continue a search for possible issues which could point to failures in their equipment.

Thank You.

**** **********  


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

Business Response:

Integrity Spas
5251 W 116th Pl Ste 200
Leawood, KS 66211

December 11, 2013

BBB Serving Greater Kansas City
8080 Ward Parkway Suite 401
<st1:city w:st="on">Kansas City, <st1:state w:st="on">MO <st1:postalcode w:st="on">64114

RE: Case #: *******

This is in response to a complaint we received regarding our customer ******* **********.  We understand Mr. ********** believes there isn’t a problem with the hardness of his spa’s water.  However, the two heating elements that were replaced were coated with hard water mineral deposits.  Our spa pack controller manufacturer, ACC, confirmed the elements failed due to hard water.  Hopefully this is no longer an issue. 

It is our sincere desire to respond to our customer issues and concerns as quickly as possible.    Mr. ********** continues to have a year of parts warranty remaining although the labor warranty has expired.  Based on the circumstances and in an effort to take care of Mr. **********, we offered to extend his labor warranty for another whole year.  Mr. ********** rejected this offer however we stand behind our spas and will continue to offer him a parts and labor warranty for another full year.



Integrity Spas

Consumer Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Complaint: *******

I am rejecting this response because:

I have done nothing to my water source, and in testing my water, it came back good. I am requesting a duplicate of my last annual water test that was preformed by my water company. as it seems Integrity Spa does not want to accept "my" results from the pro-lab test kit I purchased and completed myself.

Also since I have done nothing to change my water source, I don't understand their comment of, "Hopefully this is no longer an issue" Now I can say, that since I had been running my water fall full time it seemed to take care of the heating element problem, but that would be a failure of their design, not a change in my water chemistry. And now I lose a circulation pump, so did it just push the design flaw farther downstream?

I would feel it a nice gesture to extend the labor for my warrantee for another year, if I didn't make it perfectly clear to them that at this point, I have NO intention in re-filling the spa.

Once I receive my water test from my water company, I will know more about just where I stand.

Something that came to mind as I was going over this mess in my head. During the 2nd Element change, the tech asked if I ever felt the water coming out of the circulation jet on the bottom of the tub. I had said yes, I would actually keep my feet there because the water coming out was always hotter then the water in the spa, (even when the spa water was at 104 degrees). He made some comment about it should be the same temp, which at the time didn't mean anything to me, but now I wonder if if could be overheating the water causing the "so-called" build up on the element.

Thank you BBB for your continued assistance on this matter.


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

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.

6/25/2013 Problems with Product/Service
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11/15/2012 Problems with Product/Service