Complaints

The complaint text that is displayed might not represent all complaints filed with 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.

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a hot tub from Softub 5 years ago. 1 year ago the tub developed a leak. After working with my local dealer on testing and replacing some parts (at the direction or Softub), the tub still leaked. Softub is refusing to honor their warranty policy and replace the tub at no cost to me. Furthermore, they have blocked my ability to email their customer service department. It's clear they are well aware they are at fault here but are unwilling to provide any assistance.

  Business Response

  Date: 02/21/2025

  Softub always has and always will stand behind it's products, honor the warranty and help facilitate service. In this instance, the customer has been taken care of the situation resolved. The original complaint did not make it to the proper Softub personnel. Regardless, the situation was amicably resolved between the customer and **********************.

  Customer Answer

  Date: 02/27/2025

   
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my Softub during a Labor day sale, 2023. Great sales pitch! After receiving this tub which I set up in October, 2023 and followed the set up to a T. I noticed after a couple of months, the inside liner was discolored. I called tech support and had to provide photos and verification that I only used Softub chemicals. After MANY calls, they said it would be swapped out for a new tub. I drained my tub expecting to replace it right away. This was February, 2024. In May, I finally received my tub. I about cried when I saw the cover was damaged. The inside foam was crumbled as if a tractor ran over it. MORE emails to replace cover! May-July, 2024 STILL waiting on shipment details! Im told it will happen. Guess what!!?? Im noticing the ridge around the top of the tub is discolored and the vinyl is shriveled around the rim!! OMG! I took photos today and sent it to *********************** with Softub and have requested a refund and for them to take this Softub back. Beware to ANYONE buying Softub products! Easy to buy but h*** to get any kind of support! I want them to haul this POS away and I want a full refund. Im done.

  Business Response

  Date: 07/24/2024

  I checked our database and it appears ***** has reached out to the wrong company regarding this matter. It sounds like she's been speaking with Softub Spas. I reached out to them on her behalf and they should be in contact with her today.

  Business Response

  Date: 02/21/2025

  Softub always has and always will stabd behind it's products, honor the warranty and help facilitate service repairs. In this instance, the situation has been alleviated between the customer and **********************, **** The BBB correspondence was not received by the appropriate Softub personnel. Regardless, the situation has been resolved to the customer's satisfaction.

• Initial Complaint

  Date:06/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We about our SoftTub June of 2019. May of 2020 had an issue with the hydromate SofTub sent me a new one. About 2 years later the hyrdomate died again. Mind you I have all correct isolated circuit with only the tub on it per their installation instructions. I had to have an a company install this circuit for me. Softub sent me a box to send back my hydromate AGAIN. They said something was faulting and sent a refurbished(that is what I was told) hyrdomate to me. Worked. AGAIN now 2 years later almost to the day my hyrdomate is not working none of the buttons work and I basically just have a tub of water that I can not control which is great considering this tub cost like $6k and if I had not paid of the financing I would still be paying on it. I have left messages to be called back and have not heard anything. I do not understand how you can sell a product that cost as much as it does and one last for 2 years before the thing breaks. This needs to be made right as this is absolutely unacceptable that I have spent as much as I have on your product and every 2 years it totally craps out. I am happy to talk to whomever about this and I look forward to speaking with someone soon.

  Business Response

  Date: 06/21/2024

  Softub, **** always has and always will support it's products by honoring the warranty and providing service. In this instance, prior to receiving this complaint, Softub had already talked with the customer on the following day after they left the message and resolved the issue to the customers satisfaction. In the interest of good will and a show of good faith, Softub exchanged the unit at no charge for the customer.

  **********************, **** apologizes for the untimeliness of this response. The first email was received and sent to the wrong personnel in error.
  

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received a new Softub hot tub 8-2021 with a defective ********* causing water to leak out. Softub promptly handled with sending us a new ********* and this took care of the problem. The Softub hot tub stopped working mid-July 2022, and is under warranty. On 7-19-2022, we delivered the ********* to an authorized Softub repair service in ***************. The repair person determined the control panel needed to be replaced. She said it is an easy repair but the control panel part is on back order and she doesn't know when it will be available. No one I have talked with at Softub can tell me when the control panel part will be available. I can purchase a new Softub today with a 4-6 week delivery timeframe so I know Softub is still producing hot tubs. What Softub is failing to do is take care of their warranty repair customers. We spent just shy of $4000.00 on the Softub, and had it less than a year before it failed for a second time. Its been over 11 weeks since we dropped off the ********* for repair and no one can tell me when the control panel part will be in. Softub needs to promptly honor their warranty, and send the control panel part to their authorized service dealer so the repair can be done, or fully refund our money. I know we are not the only customers who are experiencing this shoddy business practice by Softub. Can you please help us? Best Regards, **************
  

  Business Response

  Date: 12/23/2022

  Consumer Response /* (2000, 9, 2022/12/20) */
  The soft tub part was sent to the warranty repair company which they installed the new part. The soft tub is now working properly

• Initial Complaint

  Date:09/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/08/2019 we purchased a Softub T-220 from a dealer at the vendor area of Americade in Lake George NY. Prior to installation, we had a dedicated 15 Amp outlet installed for the exclusive use of the Softub as required. In early July 2022 we observed a short cycling of the "Hydromate" pump. The next day, we discovered that the tub water was dangerously hot (107 degrees). The unit was set at 102. We followed the trouble shooting provided by Softub (shut off the unit for 30-45 minutes, test & reset the GFCI, try a different outlet). Our dedicated circuit tested perfect. The defect persisted. We were told "you can have it sent in for evaluation and service directly with us at the manufacturing facility in New Bedford, MA - our current lead time is 16-18 weeks or maybe longer. The cost to ship to us is $75 round trip and we will need in advance, (a $275 deductible applies). Research revealed that this is a very common defect involving the Hydromate circuit board. The selling dealership confirmed that defective boards are common and is almost certainly the cause of our issue. The dealer said that they had 50+ units for warranty repair but Softub parts were back ordered for 4 to 6 months. Several other dealers confirmed the warranty backlog. Softub is now saying warranty repairs will take 20+ weeks. Softub blames COVID related supply issues for repair backlog; but, they continues to sell new tubs with delivery in 6-8 weeks. Softub is prioritizing new sales over warranty obligations. The Softub is an important part of our daily therapeutic routine. Being without it for the upcoming cold months is unthinkable. Softub declined a request to exchange for a new/rebuilt unit, has declined to wave the shipping cost or deductible or to even extend the warranty during the 5+ months that the tub will be unavailable for use. We have located a company that does a booming business repairing defective Softub boards for $150 plus shipping but fear voiding warranty.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 10, 2022/10/04) */
  Softub Inc. always has and will stand behind its product and honor the warranty. The global pandemic and supply chain issues have crippled the industry. Softub, as a manufacturer, has also felt the impact of global supply chain issues, especially regarding electronic components. Softub and its dealers and repair centers are working on repairing all units as quickly and timely as possible. Softub has reached out to************** and came to a mutual agreement. He will be receiving a box to ship his unit back to us for service. Softub works diligently to get parts and supplies to dealers and repair facilities to fix issues. Unfortunately, the global pandemic has caused issues which is out of the control of Softub.