Complaints

This profile includes complaints for Aqua Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aqua Spas

  6004 S College Ave Fort Collins, CO 80525-3935

  
• 

  Aqua Spas

  13801 Grant St Unit 405 Bldg 4 Thornton, CO 80023

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:11/10/2025

  Type:Customer Service 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 am writing to report an issue regarding a review I posted about my experience with Aqua Spa.Since posting the review, a representative from ******** has been contacting and harassing me, threatening legal action because of the content of my critique.I want to confirm that my review is factual and accurately represents my experience, and is not based on lies, as the representative is accusing **** am not asking for a refund, but please note we did not receive the correct spa cover. Please let me know what steps I should take next regarding this situation. Sincerely,***** ******

  

  Business Response

  Date: 11/13/2025

  The complainant placed an order for an 8-foot hot tub cover at our ******************* store on September 6, 2025. All hot tub covers are special-order items, and as explained at the time of purchase, they typically require 46 weeks for manufacturing, delivery, and customer pickup.
  Our manufacturer updated its production materials after 2020; all covers are now made using Sunbrella fabric rather than the vinyl material included with the customers original hot tub delivered on January 7, 2020 (pre-COVID-19). Additionally, since 2021, all replacement covers have been produced exclusively in black and with standardized dimensions to fit the corresponding hot tub models. The salesperson reviewed these details with the customer during the purchase process on September 6, 2025.
  On Saturday, September 27, 2025, the customer called to check the status of her order and requested a refund. All of our calls are recorded. During the conversation, the manager attempted to explain that only three weeks had passed since the order was placed and that we expected our inbound shipment around October 6, 2025, or shortly thereafter. The customer became extremely rude, began yelling, and stated she wished to cancel the order. The manager explained that special-order items cannot be canceled once in production. At that point, the customers husband joined the call and began using profanity toward the manager. The manager then contacted the owner, who spoke with the husband and explained the cover specifications, including the lip design.
  On October 6, 2025, the customer called again and was informed that the manufacturers shipment had been delayed by one week and the covers would be available on October 13, 2025. The customer responded that she would cancel the order if it was not available by that date.
  The customer was contacted on October 13, 2025, and informed that the cover had arrived and was ready for pickup. When the customer and her husband arrived at the store at 5:25PM, the manager greeted them at the entrance. The customer pointed her finger at the manager and stated, I am not dealing with you. The manager did not engage and asked another employee to assist them.
  During the interaction with the assisting employee, the customer accused the managerwho was in her office speaking with another clientof giving her the finger. The customer raised her voice and caused a scene. The owner subsequently reviewed security footage, which confirmed that no such gesture occurred. The customers husband, who was not present during the interaction, later spoke with the owner as well.
  The customer received the correct hot tub cover. However, the customers repeated hostility toward our manager, who is not white, has been perceived by staff as potentially racially motivated.

• Initial Complaint

  Date:09/13/2025

  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.

  Summary of Complaint:I purchased a Master Spa Twilight Series 8.2 hot tub from Aqua Spas ***********. The contract included the hot tub, spa cover, spa stairs, and delivery. While the hot tub was delivered as scheduled, the stairs and spa cover were not delivered. The cover eventually arrived, but the stairs have still not been provided despite nearly 3 months of promises.Details:Delivery Issues: The spa was delivered on June 20, 2025. At the time, the spa stairs and cover were missing. The cover was later delivered, but the stairs never were. Despite numerous calls to both the store and warehouse, the stairs have not been provided.Failed Pickup Attempts: I offered to make a 45-minute drive to pick up the stairs at the store. I arranged pickup twice, but both times the stairs were unavailable. Most recently, I was told I would need to go to the Douglas County Fair spa show to obtain them. This is the third time Aqua Spas has failed to provide the stairs included in my contract.Incorrect Filters Provided: I was also given the wrong filters. The contract included one standard filter and one EcoPur filter. Instead, I was provided with two standard filters.Resolution Requested:I am requesting that Aqua Spas ***********:Immediately provide the spa stairs that were included in my purchase contract, or issue a full refund for the cost of the stairs.Provide the correct filter set (one standard and one EcoPur filter) as per the contract, or issue a refund for the difference in cost.This issue has caused significant frustration and wasted time over the course of nearly three months. I expect Aqua Spas *********** to resolve this matter promptly.

  

  Business Response

  Date: 09/14/2025

  A temporary cover was provided so the customer could use their hot tub while the manufacturer fulfilled the back-ordered covers from ******. Once the new cover arrived, we scheduled removal of the temporary cover and completed installation.
  The steps later arrived, and when we last spoke, the customer requested to pick them up at the *********** store due to a previous delivery issue. We sent the steps there for pickup as promised on Thursday, 9/11/2025.
  Regarding the filters, there are no notes indicating the customer was missing an Ecopur charge filter. We can ship this to him

• Initial Complaint

  Date:06/05/2025

  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.

  Nature of Complaint:Ongoing warranty negligence, deceptive communication, and verbal abuse from owner **** ******Summary:I purchased a high-end ******* ****** Legend 800 spa from Aqua Spas in ***********, ** in January 2019. Since then, *** experienced multiple issues with both the product and the companys lack of ***************** 2024, the spas heater failed. When a technician came to repair it, he damaged the exterior panels, promising Aqua Spas would replace them. After months of silence, I had to escalate the issue ********* May 2025, I contacted **** *****, owner of all Aqua Spas locations in ********* He said he would resolve it and asked for photos to send to Master Spas (manufacturer). A week later, I received the wrong parts in the wrong color and then no further communication from him. Follow-up calls went unanswered.I contacted Master Spas directly and learned that they had only received one communication initiated by me. All other claims by *** ***** were false. He never sent additional information or follow-ups.On June 4, 2025, I finally spoke with *** ****** The conversation became heated, and he insulted me personally, called me "white trash," and attempted to harass my family and employer afterward. This level of unprofessionalism is completely unacceptable.Resolution Sought:Immediate correction of the warranty issue (replacement of damaged panels in correct color)Written apology from Aqua Spas for the unprofessional and abusive conduct Formal review of **** ****** conduct and business practices by BBB Contact Info (provided by business itself):**** ***** Owner ?? ************ ?? ************************************

  

  Business Response

  Date: 06/05/2025

  Customer has had his hot tub for over 5 years. Customer needed panels replaced and under warranty it must be sent to the manufacturer. This was completed and the part was shipped to the customer's home, but one of the part colors was incorrect which the customer spoke directly with the manufacturer's customer service representative. Customer called the ******************** *********** store on 6/4/2025 and spoke with ****. **** let him know he will check with the manufacturer and call him back and disconnected the call. ***** ***** called him right back accusing him of hanging up on him and then called **** a "fucking piece of shit" and that he was going blast ****** personal phone on Yelp. **** let him know he was no longer permitted to interact with Aqua Spas and also called Castle Rock police to create a case for harassment. As a realtor, this customer should actually think how his lack of verbal communication causes not only issues with Aqua Spas, but the manufacturer as well. Customer is no longer going to receive any services or sales from Aqua Spas going forward. All of our calls are recorded and the customer was not cussed at by ****.

  Customer Answer

  Date: 06/06/2025

  Complaint: 23429340
  
  I am rejecting this response because:  

  RE: Rejection of Business Response BBB Complaint by ***** *****
  To Whom It May Concern,

  I am writing to formally reject the response provided by Aqua Spas and its owner, **** *****, regarding my complaint. The response submitted contains numerous inaccuracies, misrepresentations, and omissions that are both misleading and unprofessional. I appreciate the opportunity to provide clarification and additional context supported by a documented timeline of events.

  
  1. Product Ownership and Warranty Eligibility

  While it is true that I have owned my ******* ****** Legend Series 800 spa since January 2019, this does not void the warranty on certain components. The exterior panels of the spa are still covered under warranty, a fact confirmed by Master Spas own customer service department. My request for replacement panels was entirely legitimate, and Aqua Spas had a clear responsibility to facilitate this process as an authorized dealer which they failed to do on multiple occasions including this most recent request. 

  
  2. Initial Damage and Lack of Follow-Up

  
  The damage to the panels was caused in 2024 by a technician sent by Aqua Spas, during a warranty service visit. The technician took photos and assured me that the company would resolve the issue. Despite repeated follow-ups on my end, no action was taken for months. I finally got so frustrated I gave up on this do to the constant lack of customer service and lies and run around from Aqua Spas service office in *******************. When I re-engaged in May 2025, Mr. ***** acknowledged the issue and requested photos which I provided immediately.

  
  3. Incorrect Replacement Panels and Miscommunication

  
  A week later, I received incorrect corner panels in brown, while my tub is midnight black. I reached out to Mr. ***** to correct the issue and to clarify whether the side and front panels would also be arriving in the correct color. I was met with silence. After multiple unreturned calls and emails, I contacted Master Spas directly and spoke with a representative named ****, who verified that the only communication from Aqua Spas was the original photo submission on May 14, 2025. There was no follow-up, no additional order request, and no correspondence about the incorrect panels which had actually never been ordered - only the corner panels   proving that Mr. ***** had not followed through as promised.

  
  4. Phone Call on June 4 and Inaccurate Allegations

  
  On June 4, 2025, after failing to reach Mr. ***** through multiple channels, I called the *********** location and reached him directly. Upon identifying myself, he ended the call abruptly.  **** ***** in fact did hang up on me and told me to deal with the manufacture directly - his version is not true and he did not offer to help or call the manufacturer.  He had never on any prior conversation offered to ever call the manufacturer and only said he communicated via email to them. The  When I called back to ask why he had disconnected the call without answering my questions, the conversation escalated not out of aggression, but out of justified frustration over being ignored and misled for weeks. While the conversation became heated as often happens when a paying customer is ignored, lied to, and disrespected Mr. ************** in fact call me white trash during one of our calls, despite knowing my last name is *****. That specific insult, along with his attempt to call my wife (mistakenly thinking she was my employer), is not only unprofessional but borders on harassment.
  Moreover, it is highly inappropriate for a business owner to threaten police involvement and retaliate by attempting to contact a customers employer. The ******************** should ask: If the company had genuinely handled my concerns in a professional and timely manner, why would any of this escalation have occurred? At this time nothing has been received from Master Spas to replace the side panels or the incorrect parts that were sent.  The statement from Aqua Spas that this has been resolved is untrue and yet to be determined if it will be resolved.  

  
  5. Recorded Calls and Alleged Harassment

  
  If Aqua Spas has recorded the calls as claimed, I encourage the BBB to request a full, unedited transcript or audio file of the calls in question. I am confident that they will reveal a customer growing increasingly frustrated after months and months of silence, broken promises, and being misled  not someone initiating harassment.

  
  6. Refusal of Future Service

  
  The business's response that I am now banned from receiving any services or sales from Aqua Spas speaks volumes about their approach to customer service. Rather than address a legitimate concern, Mr. ***** chose to retaliate by cutting off communication and discrediting me personally, even attempting to cause harm to my professional standing. Not one time in any of our conversations was it discussed what my profession was so he took the time to find out where I work and reach out to damage my business and my reputation. I find if laughable that **** ***** and Aqua Spas has the **** to bring up what I do and how I communicate by saying the following in his response  "As a realtor, this customer should actually think how his lack of verbal communication causes not only issues with Aqua Spas, but the manufacturer as welI" I find this to be an outrageous abuse of power and wholly inconsistent with the standards expected of a Master Spas dealer.

  
  7. Public Pattern of Behavior

  
  My experience is not unique. I have posted a public review on Yelp outlining my story in detail, which aligns with dozens of other similar complaints about Aqua Spas and its service practices. I have also submitted a complaint to Master Spas directly and urged them to reconsider Aqua Spas' status as an authorized dealer, as their conduct reflects poorly on the manufacturers reputation.  Here is a link to the numerous complaints against against Aqua Spas and that demonstrates this is not an isolated incident with the company and **** ***** in particular:  ***************************************************;
  
  In Conclusion:

  
  I made every effort to work with Aqua Spas in good faith calmly and through appropriate channels. I documented issues, followed their processes, and even escalated internally before resorting to this complaint. I reject Aqua Spas version of events as incomplete, inaccurate, and retaliatory. I stand by my account and respectfully request that the BBB continue its review of this matter and include my full statement in the public record.

  
  Sincerely,

  
  ***** *****
  **************
  ***********************
  
   

  

  Business Response

  Date: 06/18/2025

  Aqua Spas assisted the customer in obtaining the necessary replacement parts for their hot tub under the manufacturers warranty. This request was submitted to the manufacturer via email, with the customer copied on the communication. The customer has since received the warranty parts.
  Please note, as outlined in the warranty terms, labor and installation are not covered and are therefore not included in the service provided.
  It is also important to document that during a recent interaction, the customer used inappropriate and profane language toward the owner of Aqua Spas. Additionally, the customer has posted negative and potentially defamatory content on social media. Under Colorado law, such actions may be considered liable.
  Given the nature of these interactions and in accordance with our companys right to refuse service under appropriate circumstances, Aqua Spas will no longer be providing service to this customer.
  Thank you.
  Aqua Spas Management

  Customer Answer

  Date: 06/20/2025

  Complaint: 23429340
  
  I am rejecting this response because:
  

  
  Thank you for keeping this file open. I am submitting this brief supplemental response to correct additional inaccuracies in Aqua Spas latest statement and to clarify the outcome I am now seeking.
  
  1 Warranty Parts Were Supplied in Spite of Aqua Spas, Not Because of Them
  Fact: All replacement panels ultimately reached my home only after I bypassed Aqua Spas and worked directly with Master Spas.
  Timeline:
  14 May 2025 First (and only) dealer email to Master Spas, initiated after I provided photos.
  30 May 4 Jun 2025 Weeks of silence and full voicemail boxes at Aqua Spas; I escalated to Master Spas myself.
  3 Jun Master Spas confirmed no further dealer follow-up; they processed the claim internally.
  Result: Correct parts arrived because of manufacturer assistance, while Aqua Spas delays and contradictory information hindered the process. Their claim of assisting is therefore misleading.
  
  2 Alleged Profanity vs. Documented Insults from the Owner
  Aqua Spas again portrays me as abusive, yet omits that owner **** ***** called me white trash. Truthful, well-documented statements cannot be defamatory; moreover, my public review parallels dozens of other BBB, Yelp, and ****** complaints citing the same problems. If Aqua Spas has recordings, I invite the BBB to review the unedited audio.
  
  3 Request for a Written *************************** insult, his threats of police involvement, and the attempt to contact my employer, I respectfully request a formal written apology from **** ***** acknowledging:
  The derogatory remark remark of calling me "white trash" An explanation as to why he would reach out to my employer on a situation that involved his company and had nothing to do with my employer or my profession and only his and Aqua Spas horrendous customer service.  
  The weeks of ignored communication that forced me to resolve the warranty through Master Spas alone. Not just in this situation but the previous attempts to get resolved and no assistance after the technician damaged t

  4 BBB Rating and Accreditation
  I am perplexed that Aqua Spas retains an A+ rating when:
  Multiple unresolved complaints are visible on the BBB site.
  Independent reviews on Yelp & ****** cite identical patterns of no-show service calls, unreturned messages, and verbal abuse.
  I ask the BBB to re-evaluate Aqua Spas accreditation status or, at minimum, adjust the rating to reflect the volume and severity of documented consumer issues, thereby giving future buyers an accurate warning.
  
  5 Resolution Sought
  Apology letter from **** *****.
  Confirmation from BBB that Aqua Spas rating/accreditation will be reviewed in light of repeated, corroborated complaints.
  Assurance that my warranty remains protected directly through Master Spas or another qualified dealer, independent of Aqua Spas refusal to serve me.
  Thank you for your continued attention. I remain available to provide call logs, emails, photographs, and written confirmation from Master Spas supporting every statement herein.

  
  Sincerely,

  
  ***** *****
  *********, CO **************  ***********************

• Initial Complaint

  Date:04/06/2025

  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.

  This company offers zero customer service. It took over two months of calling, leaving voicemails and being given the runaround to get the hot tub delivered. We had it ten months when something went wrong with the thermostat - still covered by the one year warranty. We have been calling, leaving voicemail after voicemail (no one ever answers the phone) and even went to the local store to ask for service. We were promised someone would call on Monday. No one called. We are at almost two months of trying to get service and our warranty is about to expire while our now cold tub sits unused. I would like the company to come and repair whatever is wrong with the hot tub and honor the warranty.

  

  Business Response

  Date: 05/01/2025

  Customer has been scheduled 

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. The tech did arrive, made the repair and honored our warranty. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:04/06/2025

  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 bought a hot tub from aqua spas in 2021 and have had multiple issues with it since, and trying to get in touch with customer service is like pulling teeth. Currently our hot tub has a leak and I did finally get ahold of them in early March after over a month of trying, had to pay $160 for a service tech to come look at it, he said he fixed the leak but it is still leaking, was never fixed. That was nearly a month ago now and I have called them multiple times per week trying to resolve this with my call always going to a voicemail and never receiving a call back. Meanwhile the hot tub continues to leak, and I have already paid them a fee for the problem to never have been fixed.

  

  Business Response

  Date: 04/07/2025

  We apologize for the customer's experience with our phone systems. We use a VOIP and have had issues with voicemails the last few months. I have reached out to the customer and have her scheduled for service on 4/9/2025. 

  Customer Answer

  Date: 04/18/2025

  Hi! Your email went to my junk folder so I did not see the message asking me to respond. Can you please change the status of this complaint to resolved and customer satisfied? The company did remedy the issue and finish the job. Thank you for your help! 

• Initial Complaint

  Date:11/11/2024

  Type:Order 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 financed a "reworked" hot tub from this company that we were told was 7 years old that was never used. We found multiple issues with the tub that was supposed to be fixed prior to delivery per our contract as well as the water being very cloudy. We reached out to the Aqua Spas for help with the parts that were supposed to be replaced and they would not help us, stating those parts are not included in the reworked tub however contract states there were items that were to be fixed. The pumps serial numbers were manufactured in 2015 and the serial number on the *** does not match our contract. We called the tubs manufacturer (Master Spas) for information about the two different serial numbers and they informed us both serial numbers (tub and whats our contract) were manufactured in 2021 furthering our confusion as all the parts in the tub were from 2015. We asked representative, would a 2021 tub have 2015 parts and he said no. We received a blocked call shortly after that and it was the owner of ***********. He said he was calling because he understood that we called questioning something, which is weird as we did not give the representative any of information. He stated that he had our contract in his hand and wanted to know what we were searching for. We relayed our concerns to him about the age of the tub and the old pumps and he replied stating that Aqua Spas were their #1 dealer for many years and stated that he doubts they would change a serial number and that we must have changed the contract. We explained that we have a carbon copy of the purchase agreement which cannot be modified, ultimately not getting anywhere. We feel this contract has potential fraud as the tubs serial number does not match our contract. We are unable to use the tub due to the bad inner parts of the tub that are old therefore we are paying $7500 for nothing. We are asking for your assistance in these potentially fraudulent actions by Aqua Spas.

  

  Business Response

  Date: 12/10/2024

  The customers purchased a USED HOT TUB. His warranty is not covered by the manufacturer, but by Aqua Spas ******************* I have attached the customers contract again to show the serial number on the contract at the bottom of the page above the total is the same as the serial number sticker at the top right side of the contract after delivery. We put this on every contract at delivery to ensure the correct hot tub was delivered to the customers home.
  
  Here is the breakdown of their warranty with Aqua Spas Service Department
  Equipment On File:
  - *******- USED, MPL 800, Cameo-2015-Espresso, 2023,Installed 11/22/2023
          --> ACTIVE Warranty, Expires 11/22/2025 (505 days remain), In-House PARTS AND LABOR, 2 Year(s)
          --> ACTIVE Warranty, Expires 11/22/2024 (140 days remain), In-House LED Light System P&L, 1 Year(s)
          --> ACTIVE Warranty, Expires 11/22/2024 (140 days remain), In-House Audio Equipment Parts,1 Year(s)
          X - EXPIRED Warranty, Expired 2/20/2024, In-House Audio Equipment Labor, 90 Day(s)
          --> ACTIVE Warranty, Expires 11/22/2024 (140 days remain), In-House Mast3rPur System P&L, 1 Year(s)
  
  We are more than happy to do an inspection, there is a trip charge of $159 payable at the time of scheduling service. This is charged to every customer 60 days after their delivery. Inspection will be at $129/hr. I hope this help.

  

  Business Response

  Date: 12/10/2024

  Please see attached the contract- the second page shows all the work that would be done on the used spa before delivery. The sales person did not write the correct hot tub serial number on this page, but the contract page (purchase agreement) has a sticker that matches the serial number written at the bottom section of the hot tub. Customers have buyers remorse. All outstanding items for this customer was taken care of in 2023 and yet they keep disputing first their financing and now sending BBB complaint. Aqua Spas challenges statements made by this customer which we consider defamatory as we have adhered to a legally binding contract.

  Customer Answer

  Date: 12/21/2024

  This message is response to Auqua Spas response to our BBB complaint. 
  

  1. I find it very unprofessional to say we are having buyer remorse. I bought my previous hot tub from Auqua Spas with no issues used it for 7 years no issues then it stared to spring leaks due to its age so it was time for a new one. I have several health issues that using a spa helps with. I absolutely want my hot tub and I am not having buyers remorse other than regretting purchasing the tub from Aqua spas because of how they have treated us. 
  

  2. The serial number on the paper we received does not match the serial number on the hot tub we received. According to Master Spas serial check the hot tub is a 2021 and the parts are from 2015. We were told by master spa directly this was not typical. 
  

  3. Auqua Spas did not uphold their end for items that were promised per the contract and as stated previously when we asked them to come back out in December of ************************************************************ back 3 days later the gentleman was very rude and disrespectful and said they were not fixing anything else and it was my water causing the water to stay green. I then filed a vendor complaint with the hot tub lender and they put the account on hold while working with Auqua spas for resolution after 4 months the lender was finally able to connect with Audis spas and said that Auqua Spas was upholding their original decision and refusing to fix/replace the items per the contract and that they did give us a 2 year warranty when we purchased the hot tub and we would pay a trip fee and parts and labor would be covered. I then explained again to the lender that we should not have to pay a trip fee because the Cir pump and other items were not replaced per the contract. The lender had us send more pictures and information and said they would investigate more and get back to Auqua spas and once they got with them they would get back to us. Months went by and I couldnt get ahold of the lender for another several months went. The lender finally got back to me and said they were having no luck with Auqua Spas and there wasnt much more they could they could do. 
  

  At the end of the day all I wanted was a working Hot tub with the items in the contract being replaced as stated. 

  

  Business Response

  Date: 12/27/2024

  CUSTOMER BOUGHT A USED 2015 HOT TUB. IT IS NOT A 2021. WE CAN SERVICE THE HOT TUB AND PER THE CONTRACT, THERE IS A TRIP CHARGE FOR ALL SERVICE CALLS AFTER 60 DAYS OF DELIVERY. THIS IS REGARTDLESS OF WHETHER YOU HAVE WARRANTY OR NOT. AS MENTIONED MULTIPLE TIMES TO THE CUSTOMERS, WE HAVE ADHERED TO THE CONTRACT THAT THEY SIGNED.

  Customer Answer

  Date: 12/27/2024

  Complaint: 22542732
  
  I am rejecting this response because: This is exactly what we are talking about, nothing makes sense. We bought a 2015 used tub but we were told it was technically new because it never had water run though it because it sat in the warehouse for 7 years because of shell damage. so while it was 2015 it was technically  new and were told all the seals, jets pillows and pumps etc (as stated in the paperwork that we submitted here) would be replaced as part part of the reworked hot tub.  After the hot tub was having issues and I called asking did they replace all those items and were told they did and it was my water causing the issues, I started doing research and thats when I noticed the serial number on the hot tub did not match what was on my carbon copied paperwork, I called master spas and gave them both serial numbers on my contract and on tub I was told they belonged to 2021 hot tubs and they were delivered to auqua spas in 2021. I have print outs saying my hot tub in 2021, Which I provided print outs of both of those as well. I asked at that point if it was common to put 2015 parts into a 2021 shell and was told no. Our contract states that the circ pumps and other items would be replaced and they werent I provided serial numbers and model numbers showing those items are from 2015, another hot tub store said there is very good chance that the water is having issues because of the old ozonator in the tub. I did ask for help and sign dont feel we should have to pay trip fees when all these items were supposed to be replaced. Im done going back and forth. Buyers beware of this company. I highly recommend not doing business with them. 

   

  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 12/30/2024

  Customer bought a used hot tub. Past Year Blem. They do not wish to adhere to the contract and keep threatening our business. 

   

• Initial Complaint

  Date:11/06/2024

  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.

  Purchased a spa and not getting warranty honored or hook up done properly by tech. Not heating well and headrest broken with it under warranty. Rep ***** was rude and disrespectful arguing with me in the phone asking for service to fix our warranty issues. Talked over Me and was very rude. Not good customer service

  

  Business Response

  Date: 11/08/2024

  Customer purchased a Used Masterspas Twilight Series 7.2 hot tub on 10/13/2024 and was delivered on 10/28/2024. The delivery team placed the hot tub where the customer requested. On her customer delivery checklist, there is no outstanding item. The customer called into our office on 11/6/2024 and wanted our delivery team not only to move the hot tub because she did not like the placement, but she also wanted our delivery team to change her electrical wires. The customer had a hot tub before and thought that the wiring would be long enough. We are not licensed electricians and we do not do such work. When our representative tried to explain this to the customer, she became upset and hung up the phone on him. If the customer wants service for her hot tub not heating, we can definitely go out and get her taken care of. However, there will be a charge for moving the hot tub. We will not perform any electrical work. We are attaching the contract with the additional requirements about electrical setup. 

• Initial Complaint

  Date:07/11/2024

  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.

  I purchased a swim spa from Aqua Spas in Thornton, 2023. Found out later that Fort Collins would be handling our order. NO ONE explained this to us during multiple phone calls nor in person. ??
  I called Aqua Spas personally to ask how they store new units. I was told it would be stored inside and out of the elements. Choosing to trust the word of this company was a huge mistake.??
  Delivery was Monday July 8th 2024, 10am to 1pm.
  At 7am 7/, they called to say the truck broke down, delivery will be between 4pm- 7pm and they now have deliveries BEFORE me.??
  They arrived around 7pm with only 3 men and a trailer to PUSH the Masterspa 19D off the back of truck onto my concrete pad. ??The Masterspa 19d weighs 3400lbs dry! ??
  It slid and broke a part of the frame.?? They did fix this on-site but, we weren't able to inspect the spa as it was 10pm at night. The next day, we took the top off to discover rust looking marks near all the metal, calcification/chemical buildup on all the jets, brown water marks indicating it was filled all the way up with rainwater or worse, and chewing gum was put in the filter area. CLEARLY, this unit was not stored inside as I was told, and might not even be new.
  I informed Aqua Spas of the condition and asked them to pick up the unit and that I would not be releasing money.
  At that point they threatened to file theft charges against me. Said "You have until 5pm to pay or on the advise of our attorney and Adam's County Sheriff's office we will file theft charges and have you arrested.
  I called ACSO, spoke with Deputy Ramos, he assured me their claims were false.
  ??????About 6pm that night, 2 men showed up ringing and repeatedly pounding on my door, threatened to have me arrested for theft and claimed ACSO sent them to get my money and inspect the unit.??????They stalked for 1hr for taking photos and threatening to go trash talk me to my neighbors. This feels like the way the Mafia would handle business. These people are NOT to be trusted!

  

  Business Response

  Date: 07/11/2024

  We held this unit for the customer for a year and 2 months. At the time of delivery on 7/8/2024, customers were very happy and provided their credit card for payment (which did not go through). We let the customers know we will call the next morning for payment. The customers would not answer calls in the morning and then after several attempts to reach them we called and left a message stating that we would be reaching out to the police if we do not get payment and they called immediately back and said that they wanted it picked up and that they did not want the unit any longer. These are all on recorded calls and we told customer this unit was held for them for over a year and we have all calls with them stating they needed to push out delivery for several different reasons which we obliged. and then called in the afternoon stating that it was not a new swim spa. This is a brand new unit which the customer's still owe $47,000 to Aqua Spas. Verified by the manufacturer. So, on 7/9/2024, Aqua Spas management went to the customer's house  in Westminster to view the "issues" the customer was claiming only for the customer not to allow them on their property. The police were called and they took videos and photos and stated the swim spa is in "SHOWROOM CONDITION" and looks new to them and that they are both hot tub owners.  This is public record and the officers gave the CAD number for the recordings of the interactions with both Aqua Spas and also the consumer.  This is used as evidence for the lawsuit.  We had the police on site as the customer would not allow us to see the unit but officers are allowed and per the videos from Body Cam of the police department it does not substantiate any of her claims.  She also told the police that her card did not go thru because Aqua Spas has fraud, the card was declined for not having the funds.  The customer in questions is not on the contract but we were told on recorded calls that we deal with her and not her father, the customer also signed the paperwork when we left that MERCHANDISE HAS BEEN RECIEVED IN GOOD CONDITION and that was signed by REBECCA BRIGGS, This case is a blatant case of FRAUD AND THEFT by the consumer and the lawsuit will be in the Courts of Jefferson County and we can update with the Claim Number and additional information as it is received.   

  Customer Answer

  Date: 07/14/2024

  Complaint: 21974337
  
  
  
  I am rejecting this response because:

  This company's relationship with the truth is lacking. This all started because they delivered a swimspa in the dark and it couldn't be inspected until morning.  Upon inspection it appeared to have been used as there was standing water, material built up on jets, stained water marks and unbelievably, someone's chewing gum in the filter. This has all been documented and seen by multiple people. I would have gladly excepted a replacement but after using lies that Adam's County Sheriff's Office directed them to come to my house I didn't trust these people. I talked with ACSO BEFORE these men came to my house. I filed an incident report and told these men are absolutely lying. 

  Here are the lies so far from Aqua Spas:

  1-I was told the unit was being stored in a warehouse not outside.

  2.-They lied about Adam's County Sheriff's office advising them to do anything. 

  3.They are lying by omission when not admitted they have a voicemail, left by me, telling them they can come pick up their unit any time. I had no interest nor intention in keeping this unit because of its condition.

  4.- They are lying about the card being denied due to lack of funds. It was a security measure by my bank because it was a $47000 transaction.  This is another gross attempt at defaming my character.

  5.- They are lying about calling the police. My son called the police after observing them filming my housing and banging on my door for 20 minutes.  He was concerned for my safety. This is all on record. 

  6.-Lying that my claims are false. My security footage shows everything.

  7.- Lied that I signed paperwork  and said merchandise was in good condition. I did no such thing. I have paperwork as proof. 

  This is a civil issue. I am most definitely not a fraud nor a thief. I am requesting they schedule a time to come and take the merchandise back and not requesting a replacement due to all the lies and attemps to defame my character. 

  
  
  
  Regards,
  
  
  
  Rebecca Briggs

  

  Business Response

  Date: 07/16/2024

  Dear Rebecca Briggs,

  Please understand, Peter Briggs signed a legal binding contract for a swim spa Challenger series 19D. You went into a brick and mortar building and signed it in person on 5/28/2023. That is a legal contract in the state of Colorado. We have held on this unit for you for over 1 year and 2 months. You have refused to pay for a unit (buyer's remorse) that is at your residence since July 8, 2024. Just because you have changed your mind does not mean that you are not financially responsible for a swim spa (a $47,000 balance) that you are refusing to pay. Sending rejection to a legally binding contract and merchandize in working condition will not release you from this contractual agreement. The unit is at your residence and the balance is due to Aqua Spas.

• Initial Complaint

  Date:05/13/2024

  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.

  I scheduled a repair of my control panel that is under warrenty until 6/15/24. I called Aqua Spas and scheduled it for 4/27. I was told there was a service charge of $159 by the scheduling person. They called and canceled on 4/26 at 5 pm. Rescheduled for 5/7. The processed the service charge on 4/30 even though they did not perform any service They again called and cancel for 5/7 on 5/6 claiming that they could not come out now until 5/22. Then they then called and said they can come out on 5/10 . They would call 30 mins before hand. The technition called 11 mins beforehand. Luckily I got there in 15 mins and caught him as he was pulling out to get a receipt. He told me there was no charge as it is under warranty. He provided me a receipt showing exactly that. I am including the process charge from 4/30. The voice messages repeatedly canceling, the text message only giving me 11 mins to get home instead of the 30 mins, and the receipt indicating there should be no charge. I would like my $159 refunded

  

  Business Response

  Date: 05/14/2024

  When the customer called for service, we did not have the part in stock as it was on back order from the manufacturer. The trip charge of $159 is for all service calls. Customers with or without warranty pay this trip charge for our service technicians to come out. I am including the customer's purchase agreement that states that all service calls require a trip charge to be paid at the time of scheduling. We apologize for the different time frames that were provided to the customer as ******************** service department was still awaiting the part. For the technician calling when he was 11 minutes away- his last call was that far from the customer's house so he couldn't have given her the 30 minutes. The technician meant that she did not need to pay for the part as it was under warranty. If not under warranty, then the customer would have had to pay for the part normally ($470 plus tax) and labor at $129 per hour. I hope this clarifies any questions or concerns. Thank you.

  Customer Answer

  Date: 05/14/2024

  Complaint: 21696707
  
  I am rejecting this response because:
  One you charged me on  4/30 but had not even been out to do a service How can you charge a service fee when no service had been performed? 

  i have a receipt and verbal response from your employee that there was no charge. 
  again a current written receipt shows no charge. 
  Regards,
  
  *********************************

  

  Business Response

  Date: 05/14/2024

  Trip Charges are payable at the time you call for service. In your situation, you called on 4/16/2024 and our service department did not charge the card until 4/29/2024 when they were informed they would be receiving the topside control panel for your hot tub. We did not receive the part as we had hoped and scheduled you a month out. When we received the part, we scheduled for an appointment on 5/10/2024. We cannot refund you the trip charge because we provided you with service. Per manufacturer warranty, trip charge is not covered and is payable by the customer requesting service. It is a standard service for any company that services (plumber, electricians, service-providers etc) at customer's residences.

  Customer Answer

  Date: 05/14/2024

  Complaint: 21696707
  
  I am rejecting this response because:

  You response is incorrect. You canceled on me on 4/26 not 4/29. 
  so you charged me 4 days after you canceled my appointment for a service that did not take place.  I have documentation of your employee canceling on 4/26.
  A service did not take place and I should not have been charged.
  Again you canceled my appointment multiple times. Your representative completed my receipt and told me there was no charge.  
  This whole situation shows how very little you care about your customers. 
  you have the power to make this right since the multiple errors on you. 
  written receipt dated now will hold a lot of weight in court.
  
  
  Regards,
  
  *********************************

  Customer Answer

  Date: 05/14/2024

  How can Aqua Spa charge a trip charge on 4/30 when they had not made the tripand they canceled on me? That cant be legal to charge a customer for something that you didnt even do? They canceled again on 5/6 for 5/7.  They said they would let me know 30 mins before arriving at my house but only gave me 11 mins. How can they provide me a written receipt at the time of service that shows no charge but then say they have the right to charge me a trip charge but back in April. How can a business treat a customer with such disrespect and just do whatever they please? 

  Customer Answer

  Date: 05/15/2024

  Please look at the receipt that the employee completed. He marks warranty parts and warranty labor. There is a section in which he could of wrote a trip charge but he did not. 
  he indicated no charge by a zero with ***** through it. He said no charge. 
  Look at the voice message on March 6th for the second time they canceled. They said it was due to a change in schedule not due to not having the part.  They change their service/ information to the customer so it fits their schedule, their needs regardless of an obligation verbal or written to the customer. 
  I have a black and white receipt from Aqua Spa that confirms the verbal response that there was no charge. 
  **************************;

• Initial Complaint

  Date:03/28/2024

  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 purchased a hot tub in May of 2023. Over the next few months, the cover for the hot tub began to warp. I began contacting Aqua Spas about this in August of 2023. They had me text pictures of the cover to them and then I did not hear back from them. I contacted them again and again was asked to text the pictures and again did not hear back. This happened several times. In January I contacted them again and they sent me an email asking me to email the pictures so I did. By this time the side panel became warped as well and is coming off the hot tub so I included pictures of this as well. I again did not hear back. I responded to the email again on March 2nd asking for an update and again have gotten no response.We are very disappointed in their lack of customer service and wish we could return the tub and purchase from a company that would take care of their customers. These are supposed to be warranty issues and it should not be so difficult to get service on something that cost $12,000! I will certainly never recommend this company to anyone and will encourage anyone interested in a hot tub to look elsewhere solely based on their lack of customer service.

  

  Business Response

  Date: 04/24/2024

  We apologize that the customer has not received a timely response regarding her skirting and cover of hot tub. We have had multiple staffing changes in the ****************** since September 2023. The customer's profile is under ***** and ***************************** with a totally different email. We did not have an *********************** in our system. Based on the pictures the customer has provided, I will submit it to Masterspas for warranty (Aqua Spas does not determine if warranty will be covered or not) today 4/24/2024 and will copy the customer on the email to Masterspas customer service so they can be aware of the processes involved.

  Customer Answer

  Date: 04/24/2024

  Complaint: 21501261
  
  I am rejecting this response because:
  

  Your poor staffing and management is not an excuse for 6 months of failure to respond to a customer that has made multiple attempts in person, via phone call, text, AND email to resolve an issue. My name is absolutely on the account, as is my phone number. I contacted Master Spas myself 2 months ago and they already replaced my side panel and are working on the warranty for the cover. Aqua Spas should have taken care of this several months ago. It also shouldn't have taken 2 months and multiple attempts by the BBB to get a response from the business. I am incredibly disappointed in the lack of customer service from ******************** and I would like a refund of their product so I can take my business elsewhere that will actually take care of their customers.

  
  Regards,
  
  ***********************

  

  Business Response

  Date: 04/25/2024

  Thank you ****,
  
  Aqua Spas is only reaching out to you now because I filed a complaint against them with the BBB before I ever contacted you 2 months ago and the BBB has been trying to get a response since. Master Spas should definitely be aware of the terrible customer service ******************** provides after selling their product. It certainly is a deterrent from recommending either company to anyone.
  
  I did receive the side panel and it looks much better! Thank you for that! The tub sits against a solid wall with no windows above it so I'm not sure how heat would have caused it other than direct sunlight.
  
  Thank you for your help,
  
  Mandi
  
  On Thu, Apr 25, 2024, 5:58?AM ********************* <**********************> wrote:
  Good Morning,
  
  It looks like we have placed an order for skirting for the customer already and waiting to hear back from CORE about the cover. Though, the cover is likely not warranty with the way it bowing,some sort of heat source like a window reflection would be causing this to happen.
  
  Thank you,
  *********************
  Customer Support
  
  Master Spas
  *****************************************************************************
  ************* | ******************************
  www.MasterSpas.com
  
  
  
  
  
  
  From: *************************** <*************************************>
  Sent: Wednesday, April 24, 2024 5:59 PM
  To: **************** <*******************************>
  Cc: Service Tech <*************************************>; *********************** <*************************************>; *******************
  Subject: SN ******* - *********/*****
  
  CAUTION: This email originated from outside of Master Spas. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  Good afternoon,
  
  This customer sent pictures multiple times since August 2023 when they noticed that their cover was warping. They were delivered on 5/29/2023. I am not sure if Master spas received these pictures because in January 2024 she stated her side panel is warping as well and coming off of the hot tub. Customer has placed a ******************** complaint.
  
  Please see attached pictures and advise on warranty coverage.
  
  I have copied the customer on this email so if you can please reply all that will be great.
  
  Sincerely,
  
  ***************************
  Corporate Office Manager
  Executive Assistant to: [************** & ***********************]
  ******************* Corporate Office
  **************************************************
  Office Phone: ************ | Direct Phone: ************
  Email: *************************************
  Website: www.aquaspasinc.com

  Customer Answer

  Date: 04/26/2024

  Complaint: 21501261
  
  I am rejecting this response because:
  

  No resolution was offered here.

  Regards,
  
  ***********************

  

  Business Response

  Date: 04/26/2024

  Your issue was a warranty one. You have been provided all the information from Masterspas where they are still reviewing your warranty request for your cover and you have already received the panel that was warping. Once you receive the response from Masterspas, Aqua Spas service center can only assist if the warranty is approved. If approved, they will send the cover to Aqua Spas; you can come into our ******************* office to pick it up, we can send it to the closest Aqua Spas store for you to pick up, or if you would like delivery, installation, and removal of your old cover, there will be a Trip Charge of $159 (all service has a trip charge per your purchase agreement). Hope this helps. 

  Customer Answer

  Date: 04/26/2024

  Complaint: 21501261
  
  I am rejecting this response because:
  

  I ultimately had to go above you and contact MasterSpas myself after attempting to contact Aqua Spas for over 6 months and getting no response. My complaint regarding your business is due to your extremely poor customer service and disregard for your customer. Me contacting the manufacturer myself after 6 months of trying to get the company I did business with to assist me is not a resolution to the complaint I filed. I still would like a refund and to take my business elsewhere.

  Regards,
  
  ***********************

  

  Business Response

  Date: 04/29/2024

  Please understand that per the purchase agreement/contract signed on 5/6/2023 by *************************** of ************************************ (only phone number on contract ************ and only email on contract: ************************** all sales are final. We apologize again for not assisting at the time you first contacted Aqua Spas. We have had staffing changes and the ball was dropped. However, you have warranty through the Manufacturer for your hot tub delivered on 5/29/2023.

  Customer Answer

  Date: 05/03/2024

  Complaint: 21501261
  
  I am rejecting this response because:

  Again, poor staffing and poor management on your part are not an excuse for such terrible customer service. The tub was purchased under my husband's name however my name and phone number were also associated with the account prior to making efforts to receive service. I spent several months trying to get help and it took several weeks for you to respond to the BBB. No business should operate this way and no customer should be treated this way, especially after spending such a large amount of money.

  Regards,
  
  ***********************