ComplaintsforInternational Hot Tub Company

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/22/2024 I contacted the business to come repair a leak in my Hot Tub. The repair technician came & said my pump motor had failed & needed to be replaced, that someone would contact me with a price. On 1/26/24 at 5:30 pm the company called me and said because the motor is unusual (a 5 HP 2 speed pump when, according to them, most hot tubs have only a 2 HP motor), they had to special order it. I was quoted a price and told it would take 2-3 weeks to arrive and they had tentatively scheduled the repair for 2/20/24. I was not given the option to price compare with other vendors. The motor was then replaced on 2/20 but it was clear to me from the first use it was not right - they had installed a 2 HP motor instead of a 5 HP. When I contacted the business and spoke with ******** on 2/23/24 she denied telling me this, said it was because of the brand of hot tub that they had to special order it and increased the cost. I told her that was absolutely incorrect, I recalled the conversation clearly and had taken notes while we were speaking. She said because the model/serial number on the old motor were hard to read they couldn't be sure, she said she would do more follow up and contact me the following week which would have been the week of 2/26-3/1/24. I have reached out twice since then and received no response, no one ever answers the phone and my emails are not responded to. This needs to be made right - ASAP.

  

  Business response

  03/08/2024

  We received this service call for a brand we do not carry.

  The IHT tech visited the site to assess the issue. The pump had been leaking for a long period of time

  and caused corrosion. The pump spec label ( see attached was unreadable ) Our tech thought it might be a 5 hp.

  After some research, we thought it was a 2 hp pump/motor. The customer was notified. We do not order parts or strong arm anyone into

  using our service, However, we will not install parts not purchased through us as there is no recourse if a warranty problem occurs.

  Our service department is open 5 days/ week...the customer care that ***** refers too was out on PTO, so the calls went to her voice mail.

  She could have asked for someone else...and we should have said that team member was not available.

  While the pump/motor installed would work, the jets would feel less powerful. We researched again and determined it was originally was a 3 hp. motor.

  We called apologized for the error, ordered the correct one. The customer again wanted to compare us to an online part and felt we should give her some compensation. I authorized the labor charge $229 be credited. We have left two messages and have not heard back.

  Please review the pic attached and it is easy to understand why it was difficult to determine specs for the part for this job. If you have further questions, please email ************************************* or call ************/cell.

   

   

   

  Customer response

  03/13/2024

   
  Complaint: 21391104
  
  I am rejecting this response because:  I was NEVER told they felt it was a 2 HP pump prior to installation, I was told adamantly it was a 5 HP pump and that is why it would take so long to order it and why it cost so much.  Second, if the employee I was attempting to contact was out on PTO why wasn't anyone else checking her VM or her emails?  According to what I was eventually told she was out an emergency, so someone else should have been handling her clients.  Third, I did NOT ask for compensation - I asked them to ensure that what I had been forced to pay back in ******* was in fact for a 2 HP pump and not the 5 HP pump I was told was being ordered;  I am not a jerk looking for money, I want to be sure I am being correctly charged.

  But NOW, after coming today to install what was allegedly the correct 3 HP pump I am told that no, that pump won't fit, they can't make it fit, there's nothing they can do for me besides drain the hot tub, winterize it, bring me my old pump back two days from now and leave me to find a completely different vendor to fix this mess.  I have been without use of my hot tub for SEVEN WEEKS due to their issues.  If they didn't want to work on this brand of hot tub, WHICH THEY KNEW UP FRONT, they should never have agreed to in the first place.  

  
  Sincerely,
  
  ****************************************

  

  Business response

  03/18/2024

  Update:

  March 13 _ The new pump /motor came in and our tech went out to install it.

  It was still leaking, we sent an additional tech out to assist and discovered the new pump had a crack in it from the mfg...most like from shipping.

  We replaced the 2 hp pump so the tub would be functional and communicated that we would reorder a new 3 hp pump and **************** as soon as it arrived.

  The customer has been challenging all along and was verbally abusive with our team on installation day. We explained that the tub was completely usable. There was no appeasing her. We stated that we would not be able to assist her further and we would refund the price paid for the 2 hp pump and she could keep it absolutely free of charge.  We are never happy to have this type of situation, but she has a usable hot tub, which she did not when we first visited her site. Since there is no charge, It is hard to imagine that she could have a problem with the outcome. Please reach out to me if you need further clarification.

  Customer response

  03/20/2024

  I disagree COMPLETELY with their statement that I was "verbally abusive" to their service team members when they were last here and resent that accusation as it is fully unwarranted - I did explain my frustration but specifically stated I knew it was not their fault.  They did point out to me another (very obvious) leak they had not said anything about previously.  Further, the service team did NOT tell me the new pump arrived with a crack in it, they explained to me the pump did not fit in my hot tub because it was the wrong size and that there was no way they could make it fit.  They told me they were going to drain & winterize my hot tub until something else could be remedied, then changed their minds later and stated that instead they were going to leave it as is with the wrong HP pump in it and refund my money.  

  At this point I will accept their full refund of my money, as I simply cannot stand to do business with them anymore.  I have located another vendor who has already been here and knows how to fix the tub appropriately and completely for roughly 30% less than what I have already paid IHT.  But I am again completely resentful of their accusations of me and their insistence in making this entire debacle my fault - that is shameful.    

   

  Customer response

  03/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I have sent a further reply to the BBB as the company's accusation that I was verbally abusive to their service techs is blatantly incorrect and their attempt to blame me for everything that has gone wrong is shameful.  That said I WILL ACCEPT THE FULL REFUND THEY HAVE OFFERED, and expect it to be sent to me asap.  I would ask that this case NOT be closed out in the BBB's system until the refund has been received.  
  
  Sincerely,
  
  ****************************************

  

  Business response

  03/21/2024

  Hello.

   

  The full refund was processed on March 18th. This does not show up on the customer's view for a few days.

  Thanks.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last year February 2022, I contacted IHT to let them know about cracks that developed on my Hot Tub. We were within the warranty guidelines which they confirmed with me. They could not make the repair in winter and asked that I call again in spring. So I did. After several calls, back and forth, they told me that they could not find anyone to make the repair and we would have to wait until this year, 2023. Things were tough for everyone in 2022 so I agreed, relying on their integrity. I recently contacted them again and I have received no response. This is unacceptable and not honoring their warranty is an obvious disregard of their responsibility. I need for them to have this issue resolved this summer, asap.

  

  Business response

  04/28/2023

  Hello,

  This hot tub had a crack reported in February 2022.

  Two factors slowed this repair process.

  1. A back log of this type of repair that accrued during the pandemic when we could not visit homes to repair tub, as well, as

  ************* contracted covid multiple times.

  2. The repair is weather  dependent and we can only repair so many during good weather  periods.

  The customer's tub is completely functional, this is a cosmetic, so the hot tub has been usuable. She has been in the que waiting her turn and for the next available weather opportunity.

  She is currently schedule for May 30, 2023.  

  Customer response

  05/02/2023

   
  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

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  One of the hot tub cabinet panels was broken upon delivery Oct 25th 2022 and I told by the delivery team that they would send someone out to replace it.Two weeks later my tub sat empty with broken cabinet panel unrepaired and I had not heard a word from anyone regarding the repair so contacted my salesman *****. He had no ETA on the repair and told me to go ahead and use the tub in the interim. When the electrician came to hook up the tub the next day, he advised me that the lid lift arm had been screwed into the equipment/electrical panel preventing them from accessing panel which was in violation of code. They advised me that the tub needed to be rotated 90 and that the lid lift would need to be removed and reinstalled on a side that would not interfere with panel access. This would mean that three of the panels would have holes in them and would need to be replaced. I called my sales person ***** and he scoffed at me and told that I should seriously consider finding a different electrician (!?). I was shocked by his rude response. Not only was it a code violation but essentially anyone that needed to access the electrical/equipment panel including myself, the electrician, anyone from their service team was going to need to remove and replace the lid lifter leg every time the tub needed to be serviced. This was unnecessary work for me, and unnecessary wear and tear on the lifter leg as well as the cabinet panel every time access was needed. I as a customer was requesting his ********************** to come look at it and make any necessary repairs. I asked to speak to a manager and have yet to speak to anyone. *** the install **** said for $500 they would come back out, but the company was not going to cover a $3,000 cosmetic fix for the holes. Also discovered I was overcharged by over $1,000 for the hot tub. 2 other professionals come out for a second opinion -BOTH told me the way the lid lift had been installed was against code. Still no contact from upper management

  

  Business response

  11/22/2022

  The complaint appears be three topics:

  1. Damaged panel at time of delivery:

  The panel was damaged when IHT delivered the hot tub. A new panel was ordered by IHT. These are custom made and take a long while to be made and shipped to us. The tub is completely usable as this is a cosmetic component.

  2. Customer stating cover installed against code:

  The customer requested the cover be installed as side to side. This causes the lifter arm to mount partially on the equipment door.

  The customer's electrician stated this is against code. She further claimed other contractors state this also.

  We sell a national company product that follows code. Their accessory spec sheet states this is correct to install. We further have  an pre-delivery guide that states *** code. The customer claims we are in error. Our licensed electrician offered to speak to her electrician to clarify that this was not a code violation. We called her electrician and he claimed that really it was not a code issue, but he was concerned that he would have to remove the screws and did not want to do that in case he damaged something. The customer chose to believe that information over us. Then wanted us to come move the tub, replace the panels. We said that would have a cost since there was no reason to do it. I attached documents that support this installation. As a publicly traded company, we never violate codes that would expose us to legal action.

  3. Overcharged:

  The customer requested her hot tub have music and at last minute that changed was missed by IHT. She was overcharged for that error on our part because she did not receive the music option. The transaction was financed and required the documentation be submitted to ***** Fargo. We did that on November 8th.

  Her sales person explained that the office was experiencing a Covid surge and we were moving slower than usual on these tasks. The credit for her transaction was submitted slightly later than it would have been usually processed.

  Summary:

  The damaged panel was ordered and will be installed when it arrives. No ETA is available from the mfg.

  IHT sent a customer care person to her home at no charge and the tub and lifter was repositioned. The tub cover lifter installation is not in violation of code.

  A credit request was issued to ***** Fargo for the missing accessory. At this time, I can not see if that has showed on her account. The tub was delivered on October 28th and we submitted a credit request on the 8th. Not an excessive time.

  The customer was not present for the delivery nor the follow up visit...she did facetime with our team member. The previous tub she owned was older and different then what she purchased, so comparing how the two worked was not similar.

  IHT could have been clearer on wait times for the door and what the credit status was for the transaction. However, the customer chose to follow the advice of her long time electrician instead of IHT creating the additional situation that she was unhappy about with IHT.

  I am happy to discuss this with you, or have our licensed electrician speak to you to support our response.

  Customer response

  12/30/2022

  Update on status of case:
  
  IHT did send a representative from their company out to address my issues once the complaint was filed with the BBB. ****** was his name and he was very prompt and cordial. 
  
  He was able to replace the cover lift arms so that the equipment panel could be accessed and they did so without causing additional holes in cabinet panels. 
  
  ****** did confirm I had been wrongly advised about the surround sound being installed post delivery, that was not even a possibility. 
  
  Never received an apology from salesperson ***** but ****** was very apologetic on behalf of his salesperson and his company. 
  
  With the repairs made we were finally able to have the electrician come back out to hook up the tub. We had to wait for the weather to warm prior to fulling but upon filling there was a pretty significant leak (about 1/2 of tubs water supply drained out overnight due to the leak). Turns out the leak was right where the lid lift arm had been screwed in, they had screwed into the tub plumbing beneath -very very glad I DID NOT listen to my salesperson ***** and remove/replace the panel myself as I am positive they would have refused to repair it under warranty had I done so. I had to drain the tub further to have the repairs made but ****** was able to come make the repair rather promptly. 
  
  I refilled the tub and had to wait a day to ensure it was no longer leaking and wait for the tub to heat up. The tub worked well once filled but there were a few features that were sadly misrepresented. There was no floor model available for the exact tub that I had ordered, I was shown a similar floor model. The features I was told were jets were intake vents rather than lower leg jets.  And the waterfall feature that was touted to be great on the neck and shoulders was not usable as if flows into a filter component rather than over a usable seat area. 
  
  Broken cabinet panel has yet to be replaced. Tub was delivered early October, while it is now usable, its been over 2 months and the cabinet panel it still remains broken with no ETA on the replacement panel.
  
  A credit has yet to have been issued for the overcharge. IHT was not sure what the charge was from as the amount did not add up to the surround sound system which could not be installed. The credit card company has told me that IHT submitted incomplete paperwork I advised IHT of this but am still waiting for the credit to appear -has been over 2 months now. 
  
  With one debacle after another the tub that had been delivered early Oct was not yet usable for my parents 52nd anniversary celebration at the end of November .  A lot of time, effort on consumers part to have company fix their mistakes finally had to resort to BBB to get them to take action. Once I did that ****** the company representative was amazing at bending over backwards to fix what he could in a very timely manner. But even with that, consumers are stuck with the excess expenses for the water bill (to fill and drain and refill) and for the electrician to make multiple visits.  It has now been several months and I am still waiting for things to be finalized. Unfortunately, these issues are outside the scope of ******* repair a that appears to mean the ball has once again been dropped.  The broken panel and the account credit still sit in limbo with no known resolution timeline. It would be nice to get this transaction finalized. 
  
  
  Blessings,
  *******************************
  

  
  

  

  Business response

  01/13/2023

  Tell us why here...#1 Broken cabinet panel has yet to be replaced. Tub was delivered early October, while it is now usable, its been over 2 months and the cabinet panel it still remains broken with no ETA on the replacement panel.
  

  The spa is fully usable. The panel is cosmetic. We ordered a replacement one. The panel is a custom built part. ****** explained on his visit that this takes several months.

  As with most companies we work with supply chain issues are still an issue.

  We check monthly on status. At this time an ETA is not available, although the mfg. has shared they are catching up from the post pandemic back log. Once it arrives IHT will install quickly.

  
  #2. A credit has yet to have been issued for the overcharge. IHT was not sure what the charge was from as the amount did not add up to the surround sound system which could not be installed. The credit card company has told me that IHT submitted incomplete paperwork I advised IHT of this but am still waiting for the credit to appear -has been over 2 months now. 

  IHT responded to the request when we were contacted by the finance company. No one contacted us and indicated any incomplete paperwork was a problem. When the customer contacted us, we again reached out to the finance company and were told it was complete. The funds were withdrawn from our account. I attached the communication from the finance company for you to review and contact them if necessary. We have no visibility to the customer account. So if the customer has not received a credit we will not know.

  Thanks

   

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the company to repair my hot tub, they scheduled a visit during a time that there was nobody home and I let them know that was the case. The tech was not told, he arrived and said we needed a new breaker but did not have one on his truck. Spoke to him the next day and he said he could come back to replace the breaker but there was an invoice for the first visit for $189. I was not told there was a charge for looking at the hot tub and the fact the he wanted to charge again because he did not have the part on the truck is not reasonable.The company had my credit card on file and while I will file a dispute, I'm very disappointed in them not communicating anything about charges and just charging my card.

  

  Business response

  11/24/2021

  The diagnostic visit was scheduled per IHT guidelines, and a credit card was given by ****************** for the diagnostic fee that is always explained when the trip is scheduled. The service tech did not have the part available on his truck as he can not carry every part for every hot tub. We are always willing to work with a customer on this fee if we have to return and would have done so in his case. The review was written before he asked our ******************* to take care of it, and our team had already tried to contact him by phone. He did not accept or return our call. He filed the complaint before we were given the opportunity to reschedule to come back out,at our expense, and fix his hot tub. To this date, he has not answered or returned a subsequent call to fix his tub. At this point, by not being willing to communicate with us, he is shutting off the possibility of not only resolving the issue, but also getting his tub fixed.

• Initial Complaint

  09/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2018, we bought our hot tub from IHT on County Line Road in Littleton. In April of 2021, our cover got caught in a micro burst. On 4/19/2021 we bought a new one from them. They said it would take **** weeks to deliver it. We still don't have it. We've called 3 or 4 times to check on order. They kept saying it'll be here soon. Eventually we asked for our money back, but they refused. They said their supplier has no extra covers and can only fill new orders. So then they should give us the refund. It doesn't say no refunds on the invoice. Plus at some point they just have our money with no goods or services in exchange. We spent ***** for cover, arm, delivery, and install and would like our money back if they can't fulfill the order. It's been 5 months.

  

  Business response

  09/21/2021

  Regarding *******************************. She is correct in that we have not delivered her cover. There are extenuating circumstances beyond our control and conditions we would like you aware of.

  • Her cover order is a custom order with a no return/refund policy that is stated with every order.
  • The manufacturer of the cover has had supply chain issues getting the raw materials since Covid and long delays, including a Covid outbreak at their factory that shut them down for an extended time.
  • Due to delays from the factory, we are unable to receive products as quickly as we expected in April.
  • We do not know ahead of time when a cover will arrive to us until the manufacture lets us know it is ready to ship.
  • We told them we would keep in touch as to when they could expect their cover. They told us not to contact them until the cover was ready to deliver, so we followed their request.
  • There was a very heated conversation on their part with one of our sales staff 9/20/21. They requested a cancellation and refund. Our salesperson followed protocol and let them know they ordered a special order, no refund product and he had to bring it to the Director of Sales and Marketing for a solution.
  • ****** filed the BBB complaint before we could contact her back to let her know we had approval for a cancellation and refund.
  • Our salesperson will be contacting her by phone today to let her know of our decision to cancel her order and refund her money.

  We, and everyone we speak with, are frustrated by the extended times receiving many products in todays economy. We always do our best to communicate with our customers and keep them updated as we receive information. Unfortunately, in this case,we were not given time to meet her request before she escalated the problem with the BBB report. It would have been resolved by end of today.

*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. ↩