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Consumer Complaints

BBB Accredited Business since 10/01/2004

Spa Palace Inc

Phone: (719) 528-1881

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
11/23/2015Problems with Product / Service | Read Complaint Details
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Complaint
On August 28th 2015, my husband and I called Spa Palace to have a service done on our hot tub. We were promised an hour of service for someone to come and tell us our exact issues with our spa. The agreement was $120.00 per hour for someone to tell us what "exactly " was wrong with our hot tub. That afternoon someone came, looked at our spa and told us it was completely broken and not worth fixing. I was repeatedly told the prices for a new spa at their facility and that they couldn't tell us the problem. I was told," It's broken, you need a new one." After the service provider left I called another spa service provider and got a second opinion. Within 20 minutes the problem was diagnosed and price given to fix it. I feel like Spa Palace just wanted to pull a scam and manipulate our current situation. We are disappointed by the service they give and the lack of follow up communication. I called the manager and talked to Pam ***** , one of the associates and was told the same line. We won't be coming back to this business, buying future spas or recommending them. In fact, we plan on telling anyone in need of Spa services to go another company. It's a shame such a long standing company would be so rude and treat people this way.

Desired Settlement
I'm asking that their bill of $119.00 be taken off our record and an apology for such behavior. In the future I hope that they would have better customer service and not be so militant.

Business Response
Ms. ******** called our service department on June 4, 2015, stating that her spa was not doing anything, and asked that we provide service to determine the problem.

We sent a service technician to this location on June 5th. After running a diagnostic test on the hot tub, he determined that it was only getting 110 volts. He noted that they needed an electrician as the spa only has one leg, or 110 volts. The spa requires 220 volts.

When Ms. ******** was notified of the problem, she stated that she has a relative who is an electrician and she would ask them to come correct the electrical problem.

We charged $119.00 for the service call, which is our standard fee. No repairs were provided to the spa, as our company does not provide any electrical services to the main power coming to the hot tub, which is part of the house wiring and must be done by a licensed electrician. It was our work in diagnosing the hot tub that identified the problem even though we are not licensed to do work on that part of the electrical hook-up. Ms. ******** provided a credit card number to pay this fee, but the card was declined. We noted on her service ticker that she refused to make the payment on this invoice. (see attached)

Mr. ******** references speaking to Pam *****, who is our Controller. Pam would have no knowledge of the work performed or a conversation regarding her need to replace her spa. Pam stated that she has never spoken to Ms. ********; her only contact was to send a letter requesting payment. Our Service Technician did not discuss the need to replace her spa. Please review the service order and the note he made about the electrical issue.

Ms. ******** contacted us to provide the service. At the time of her call, she was informed of the service call fee of $119.00. She provided a credit card (which was declined) at the time the work was scheduled.

We do not feel that our staff handled this situation poorly. We regret that we were unable to get the spa up and running, but we do not have licensed electricians on our staff to handle issues with the main power coming to the tub.

Industry Comparison| Chart

Spas & Hot Tubs - Dealers, Spas & Hot Tubs - Service & Repair

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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