ComplaintsforSpa Max

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new hot tub from Spa Max on 12NOV2021. It came with a 5 year warranty. Approx 1-2 months ago, we noticed that the water temperature wasnt high and that is wasnt heating. We called Spa Max to have them take a look at it. They took pictures and repaired the hot tub replacing a heater and circulation pump. They are saying that this isnt included in the warranty. They are saying that the seals were damaged and that in turned damaged the circulation pump and heater. They are saying that the seals arent included in the warranty since there was evidence of "chemical damage". I told them that chemicals are required to keep the hot tub clean as recommended by the manufacturer and that we test the water periodically to ensure it is in the right levels of PH, bromine, etc. *********** manager "****" said that it is the manufacturers warranty and he has been working there for 20+ years and knows they wont cover it; but on my purchase receipt on Spa Max letterhead it has only warranty exclusion for "improper chemical balance" while the documentation they sent me on the manufacturers warranty only has exclusion for "misuse of chemical tablets"; neither of these are the case in my situation. I have pictures of chemical test after they came and SpaMax hasnt told me or shown me evidence that my spa was not in warranty. They provided me a bill for $735.50 which I have not paid. I have had this same conversation/complaint with both **** via Text and a "*****" which answers the phone.

  Business response

  01/29/2024

  We are simply agents for the manufacturer. We do not create the warranty, we only service under the warranty. The warranty does not cover chemical damage. The chemical damage creates seals to break and causes further damage, not covered under warranty. I understand the customers frustration as it makes sense there would be a no nonsense warranty, but this is what we have to live with. If the customer does not want to pay for the service, this is fine, life is too short and i actually agree, this type of damage should be covered under warranty. I am considering in the future to just bump up the cost of each spa sale to cover future non-warranty calls and cover them under a new No-Nonsense Warranty in which we ************ these calls without any hassle, it makes sense. So in short, no problem, no payment is necessary. Respectfully, Spa Max

   

  Customer response

  01/29/2024

   I am rejecting this response because:

  First, I wanted to say that I very much appreciate the support by the BBB and the response by Spa Max.

  My only follow-up is that previously, the Spa Max employee had told me that if I did not pay, that I would be placed on the "do not service" list until payment was received. I just wanted to confirm that with the proposed BBB resolution of payment not being required that my account would not be considered as delinquent and future services would be possible if needed. We do still have about 3 years left on our warranty and I want to ensure that any future warranty repairs would still be considered. I appreciate your support.

  Thank you

  Business response

  01/29/2024

  Sure. You will still be serviced, now under Spa Max Warranty. We want our customers to be happy. Life is short, we should all enjoy it. Everyone have a great day. Customer current, not delinquent. I will advise Service of this information. Respectfully,

  Spa Max

  Customer response

  01/30/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thanks again for stepping in to help facilitate the discussion with Spa Max, and thank you to Spa Max too for proposing an amenable resolution.

• Initial Complaint

  06/25/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a new Swim Spa unit from SPA Max located at 280 Teller Street Suite 140 , on 1/16/2021. More specifically model # F -1681 for a total $25,966.67 ( I paid CASH) sell reprehensive was *****. The unit was delivered on 02/10/2021 within 3 weeks of delivery I notice a leak which appeared to be coming from multiple sides of the Unit predominantly on the High End of unit. I contacted Spa Max and talk to ***** who set up a service call which on 03/09/2021. The service Repair person initially discovered a leak on the right side of the unit for which He scheduled a return appointment to repair the damaged PVC Pipe Connections. Carl (Service Tech) subsequently contacted me to advise that He could not come back but sent another Tech two weeks later to replace the damaged PVC Pipes (this was repair # 1). Bottom line there has been a total of 4 attempt to repair this unit the latest 06/15/2021. I have lost total confidence in this Unit and request a replacement or total refund.

  Business response

  06/26/2021

  This is the first I have heard of this complaint. I will follow up with service department and get some answers. Just so we stick to facts, the swim spa was purchased using a VISA and not cash. The warranty is a manufacturers warranty in which we perform the work. If unit is bad it will be replaced as we offer the best service, above and beyond the warranty which only allows for repairs. Thank you.

  Business response

  06/29/2021

  The manufacturers of spas are taking about one year to produce new swim spas now. I can order a new swim spa for customer but the earliest it will arrive is March of 2022. There is no other way for me to get a new swim spa right now otherwise I would do it as it seems the best plan of action. If the wait is okay, enjoy the swim spa you have now knowing a new one will replace it in 2022.

  Customer response

  06/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 155***31, and find that this resolution is satisfactory to me.

• Initial Complaint

  06/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a refurbished spa on 4/18/2021 for a price of $7000.59. Spa was promised to have been thoroughly examined, sanitized, new cover and pillow upon delivery, and any broken equipment replaced. Two weeks later on 4/30/2021 spa delivered. Was dirty, multiple jets were interoperable, and upon filling, brown foam (biofilm someone elses dirt) collected on top. We had to purchase additional chemicals to sanitize, and company 2 months later has yet to find jet replacements. Spa cover was not delivered for 2 months post purchase. We still can not fully use after 2 months. We have reached out to manager and owner, no attempt to resolve was made on their end for at least 2 weeks, after several attempts and emails Bobby finally return call, was rude and dismissive. We asked for a refund due to broken product and was told "that will not happen". This Company is ok to sell broken products and steal your money. DO NOT BUY FROM THEM. This company has additional complaints on the BBB.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩