ComplaintsforSpaGuts.com

Hot Tub Parts

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Initial Complaint
01/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
RMA #*********. PRODUCT NAME: Flo-Thru ****** Element, UniversalSKU: 25-H02E000ORDER: #********* QTY: 1REASONCONDITION: Not Working This item was $112.88 and has a 5-year warranty. It stopped working after approximately 4 years by causing a ground fault. It will not work. The company's instructions were to remove it and return it, they would "bench test" to verify inoperability, and then it would be replaced. I received these instructions in July, 2023 and was lead to believe that the turn around time would be as long as 8 weeks. I have corresponded through the SpaGuts link provided with my RMA # (supporting document), and I have made calls to inquire. I STILL have no resolution. This is an essential part to my hot tub, which I have been unable to use throughout the best months of the year to enjoy a hot tub. AT A MINIMUM, I request the part be promptly replaced as promised in the warranty.
Business response
03/01/2024
Order ****** had a Sales Total of $112.88, with Order Date of September 13, 2019, 10:57:00 PM PST. This order consist of TWO Parts: the *********** Heater Element Titanium 5.5KW at the Price of $82.89; and the *********** Pressure Switch 4010P at the Price of $29.99. Customer ONLY requested a Warranty Return for the *********** Heater Element Titanium 5.5KW (Value of $82.89), which is the ONLY part that is still within the warranty period. The *** Inspection Report came in with the following: Received the *********** Heater Element Titanium 5.5KW. Upon evaluation and testing, the heater element was found with BOTH Heater Bulkheads to be RUSTED and CORRODED. This is Chemically Damaged, and is NOT covered under warranty. ONLY the Titanium part of the heater element would withstand the Bad Condition of the Spa Water. Unfortunately, the company CANNOT cover this damage under the warranty policy.
Initial Complaint
01/17/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought an equipment pack from SPAGUTS on 5-30-23 After installation it didn't work properly.I contacted them, got a service man, and the spaguts technician, they agreed it was bad. They gave me a number RMA ********* to send it back to them. It was delivered to them on Friday,November 03 ( I have the *** tracking proof) According to their warranty, they can either repair it or replace it. I have called them numerous times in the last two and a half months, and I get the same story. "They are waiting on a decision from the factory" All I want is the part repaired or replaced in a timely manner.
Business response
03/01/2024
We apologize for the delay or your return. Your product is still with ******. We have sent an inquiry to ****** regarding your return. If we don't hear from them within 3 business days, we will then setup a replacement from one of our warehouses so that you get a replacement sent out faster. Please standby.
Customer response
03/01/2024
I have been told too many times that you were working on it. I will only be satisfied when I receive a repaired part or a replacement.
*********************
****************
Business response
03/06/2024
We have the replacement Water Tested and ready to ship. The *** department will be contacting the customer today. Customer can also call the *** department for details.
Customer response
03/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*********************
Initial Complaint
01/02/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a new control unit and heating element from this company in February 2023. It took around 6 weeks to receive the unit but that was fine as I was struggling to source other materials to fix the hot tub. Admittedly it took until July to fix all the leaks and get the new heating element and control board installed. Hooked it up and got no activity out of the unit. I contacted the company and was told someone would get back to me. After I received no call, I called back and finally talked to someone in technical support. I was told round about that I had to have done something wrong etc. When the unit was hooked to power it blew an onboard fuse that was not only hard to find, but almost 40 dollars for a 3 pack. I was encouraged to call back when I had those so I they could help me diagnose what was going on. A few more weeks go by, I source the fuses and call back. I spend another ***** minutes on the phone using a multimeter, checking everything the tech asked etc and am finally told yes, something is wrong with the board. This unit also has a one year warranty. They issue me an RMA (October 2023) and I pay to ship the unit back. Now up to around 75 dollars Im also out in fuses and shipping. Ive called every week and a half since I shipped back, each time Im told someone will call me back, no one ever does. I was finally told in November ************************************************* fact faulty. I last called around December 21 2023 and was told the same story I keep getting told, someone will get back to me on issuing me a new unit. I have tried email, and their digital messaging assigned to my RMA. I never get a response. At this point I just want a refund, *** never dealt with a company so unable to communicate or simply fix an issue.
Business response
01/26/2024
We apologize for the delay on the Warranty Replacement due to the Holidays and Staffs being out sick. A Replacement Spa Controller is Ready for Shipping.
Customer response
01/29/2024
I already paid out of my pocket to ship the controller back to them, as well as having to buy fuses so they could help me diagnose the issue the controller had, but now they are also telling me I have to pay them shipping again to receive the controller. I have already paid to have the spa fixed.
Business response
03/01/2024
A replacement spa controller was provided to the customer under warranty. ***** Tracking ************ shows that the package was shipped on February 09, 2024, and hand delivered to the customer on February 16, 2024, with proof of delivery showing customer's signature accepting the package.
Initial Complaint
10/06/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In July of 2022 I purchased several items, one of them a new 2hp blower. All arrived and were installed and worked properly. In December of 2022 the blower began intermittently cutting off after only a few minutes use and I contacted Spaguts regarding the issue. I was walked through several steps to diagnose the issue and none of them corrected the problem. I called again in March of 2023 regarding the blower becuase it had now completely stopped working. I was told to request an RA (return auth.) in order to have the item covered under warranty. I requested the RA, several weeks later it was granted and I spent $30 to return the blower. 4 weeks passed and I was called to say the blower was finally fixed (the housing had seperated from the unit) and I needed to pay another $30 to have it returned to me, which I did. In September of 2023 the blower began having the same issues as before and I contacted Spaguts speaking to Hung, the tech employed there. Not only was he extremely rude to me throughout the conversation, a quick look at Yelp will reveal this is not an isolated event, but he stated I had to spend another $60 to get the item returned to them and checked out. I expressed my frustration at having to spend more in shipping than the blower was worth and essentially was told that was the policy and if I didnt like it, go elsewhere. He then hung up. I called back and Hung answered the phone "what do you want Wade, I told you there is no one else to talk to". I questioned if he owned the company and stated I wanted someone else. He connected me to the sales person, Nancy, (very sweet and understanding of the situation) and I explained the issue to her. While she understood the issue, she did state the policy is that consumers must pay for all shipping costs on warranty work. I am seeking a new blower and will happily return the defective unit to whomever Spaguts would like...I will even pay the shipping to do so, but I want a new unit.
Business response
11/08/2023
To do a warranty claim, the Spa Air Blower will FIRST need to be returned to the warranty department for an evaluation. If the Spa Air Blower is returned and found to be a Manufacturer's Defect, a New Replacement Spa Air Blower will be provided. We are sorry that an Advance Replacement Spa Air Blower CANNOT be provided without the return of the Original Spa Air Blower for an RMA evaluation. Because the problem can be something else. Without the return, the problem CANNOT be determined. RMA 100000466 has already been issued to the customer on October 06, 2023, to Authorize the return of the Original Spa Air Blower for an RMA evaluation. Right Now, the company is STILL waiting for the RMA return from the customer.
Business response
11/08/2023
To do a warranty claim, the Spa Air Blower will FIRST need to be returned to the warranty department for an evaluation. If the Spa Air Blower is returned and found to be a Manufacturer's Defect, a New Replacement Spa Air Blower will be provided. We are sorry that an Advance Replacement Spa Air Blower CANNOT be provided without the return of the Original Spa Air Blower for an RMA evaluation. Because the problem can be something else. Without the return, the problem CANNOT be determined. RMA 100000466 has already been issued to the customer on October 06, 2023, to Authorize the return of the Original Spa Air Blower for an RMA evaluation. Right Now, the company is STILL waiting for the RMA return from the customer.
Customer response
11/09/2023
The answer provided still requires me to pay AGAIN to ship the faulty blower back to CA from TX (approximately $40). This is the second time this blower has failed and I have already been required to pay almost $80 in shipping for warranty work on an item that only cost $129 new. Their policy will require me to fund shipping both ways which is simply unacceptable considering it is the second time the blower has failed in less than a year. On a separate note, I reached out to the vendor 31 days ago and only now received a reply. Additionally, there was no response to how absolutely rude the associate I dealt with was. I have purchased a new blower from a REPUTABLE company and no longer plan to do any business with SPA GUTS OR SPAS2ORDER, their alias.

Customer response
11/09/2023
The answer provided still requires me to pay AGAIN to ship the faulty blower back to CA from TX (approximately $40). This is the second time this blower has failed and I have already been required to pay almost $80 in shipping for warranty work on an item that only cost $129 new. Their policy will require me to fund shipping both ways which is simply unacceptable considering it is the second time the blower has failed in less than a year. On a separate note, I reached out to the vendor 31 days ago and only now received a reply. Additionally, there was no response to how absolutely rude the associate I dealt with was. I have purchased a new blower from a REPUTABLE company and no longer plan to do any business with SPA GUTS OR SPAS2ORDER, their alias.
Initial Complaint
07/21/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a hot tub control unit on June 19 2023. Based on the description it said it had a phone type connector which turned out to be not fully descriptive and was Ethernet not the traditional phone connector so it didn’t work with my hot tub. I requested a refund and the company quickly replied with the refund instructions. I mailed the product back on June 29 and they received it July 3(or at least that was the **** first attempt to deliver) it’s been almost 3 weeks and they haven’t provided any updates or refund despite my persistent follow ups. Customer service has been condescending and rude at times. Just an awful experience. I would just like my full refund as I never even opened the sealed packing of the unit and followed all return instructions promptly. I have **** tracking confirming receipt.
Business response
08/07/2023
Customer purchased online the Balboa Topside Kit, VL701S Serial Standard plus Overlay, 54156 where the online advertisement CLEARLY states "When selecting your spa topside panel, it’s critical that you go by part numbers and not just by appearances or the model number. The part number on a spa topside panel can be found on a white sticker located directly under the topside panel... Do NOT purchase a hot tub topside panel just because it looks the same as the one you’re replacing. Spa topside panels can look identical, but be programmed differently to work with different spa controllers and circuit boards...". And every page on the website also states "All electrical and plumbing parts we sell are intended for installation by a licensed electrician or licensed contractor. Any sales or technical advise provided by this site or our staff may not be construed to authorize or suggest anything but professional installation". Customer was trying to purchase a "Balboa brand Topside Panel" to use with a "CEI brand Spa Control System" that uses a TOTALLY DIFFERENT Topside Panel and Programming Codes. Note that Balboa Topside Panels are "ONLY" compatible with Balboa brand Spa Control Systems. As stated in the advertisement, it WARNED the customer to use the part number off the topside panel as a reference to get the correct replacement. BUT the customer was "ONLY" going off the DESCRIPTION that states it uses a Phone-Type Plug. And ALL spa products are meant for Nothing But PROFESSIONAL installation. Customer was refunded based on the returns policy once the returned item was able to be evaluated for the RMA department.
Business response
09/07/2023
Information on how to order the correct replacement topside panel has been on that product page since the year of 2010, WARNING customers to Order based on the part number and Brand off the original topside panel, and NOT by appearance. AND STATING “is programmed differently to work with different spa controllers and circuit boards...". NO where on the website states that this Balboa topside panel is universal, and will work with any spa and hot tub. What the customer ACTUALLY need DOES NOT look ANYTHING close to the Product that they have purchased. Since the customer purchased the INCORRECT part, and ALSO AGREED to the TERMS AND SALES AGREEMENT by checking the box during the Online Order Process, customer AGREED to the 25% RESTOCKING FEE when a return is requested.
Customer response
09/20/2023
The company had a vague description of “phone connector” for the top side unit. I read it as a traditional phone type connector NOT an Ethernet. Nothing else about the unit. All I am asking is a full refund, just $** more.. but the response shows their customer service attitude. Will never do business with them again and would not recommend.
Initial Complaint
05/31/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
transaction 2/28/22 part was returned on 3/25/22.the rma was approved on 5/6/22 which seemed to be very long.a refund has not yet been issued.
Business response
06/08/2022
We apologize for the delay of the *** Evaluation and Crediting due to staffing shortest caused by the Covid-19. Because of this delay, the company have decided to give customer a "Full Refund", waiving he 25% Restocking Fee.
Customer response
06/08/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

They have executed and the issue is resolved.

Regards,

***************************
Initial Complaint
05/06/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a new spa heater from spigots.com last April2021 with a extended 3 year warranty. It broke February 2022, mail it back to them it arrived at there facility on Feb 22, 2022. Two weeks went by I called them , they say they are busy but working on it. Going on over 2 months still saying the same thing when I call. Even asked them to send it back so I could fix my self.
Business response
06/08/2022
We apologize for the delay of the *** Evaluation due to staffing shortest caused by the Covid-19. The Returned item was evaluated and found to be a Field Damage, poor water treatment. Damages caused by Rust and Corrosion to the heater is NOT covered under warranty (See image with Evidence of Rust and Corrosion Damages). We see that customer decided to have the item returned back to the customer without repair. It is recommended that customer test the spa water more often for proper treatment. And to also make sure not to use Soften Water,Chemicals and Additives with Salt Contents, and ************** which are bad for the heater.
Initial Complaint
01/05/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Purchased a configured replacement spa pack and received the wrong part. Spa2order has refused to make right. classic bait and switch scam. they have changed the whole website platform as well to make it worse. as well the unit is not sealed in any way to prevent water ingress. missing bolts as well.Website faulty, they fixed it but have left customers with the wrong parts.cabinet is a hazard and will fail if installed.customer service lies to cover up issue.I have no need for the parts received.I have recorded conversation of HUng saying they do not offer the part I need, and you can clearly see from the captured screenshots I was able to order what I need. the business is refusing to replace with the correct part. the ****** reviews are terrible and there is no way to connect the reviews to the business as they use a different name then they list on the website Looks like they also removed the BBB A+ rating they had on the previous website.
Business response
03/04/2022
On December 21, 2021, customer placed the order online himself for the SpaGuts **6230 Spa Controller Kit, IN.K450-3OP Topside, 5.5KW HTR, Wifi Enabled. See link and URL that matches this part: https://www.spaguts.com/spaguts-cy6230-spa-controller-kit-in-k450-3op-topside-5-5kw-htr-wifi-enabled-978

Customer showing a screen shot of the ********************** brand ******** Spa Controller Kit w/ VL200 Topside, 5.5KW with SKU 305A has NOTHING to do with the part that was ordered. They are totally different parts.
And showing a screen shot of a CS Series Spa Controller that is "INACTIVE" for Over 2+ Years ago, and the page DOES NOT allow to Add to Cart indicates that the customer was on the WRONG webpage to begin with, and then later went to the ALTERNATIVE page to order the ** Series Spa Controller. Note the difference between the Model CS and ** Series. An Order Confirmation was sent to the customers email right away once the order is placed. With the part number and model written on the order confirmation, it will take the customer back to the webpage where the purchase was made from.

Portable Spas and Hottubs have a cabinet that stores the Spa Controller and Pump, which protects them from Rain and Floods, just like a house. Our Spa Controllers are indoor rated, and the enclosures (box housing) that are used have been in the spa industries for over 30 years. They have been installed on brand new and used spas. If customer is looking for a Weather Resistance Spa Controller, we also carry the OUTDOOR version. Whether its true or not, if the two small screws are missing that closes up the controller box lid, the company is able to send replacement screws right away at no charge.

*********** Sales and Returns Policy allows the customer to return the product if it was never installed, and within 30 days from the purchased date. *********** allowed the customer to do a return, and a refund was provided based on the Sales and Returns Policy.

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