Complaints

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

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  South East Spas Inc.

  2838 Okeechobee Blvd West Palm Beach, FL 33409-4012

  
• 

  South East Spas Inc.

  7330 US-1 Port Saint Lucie, FL 34952

  

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:03/13/2025

  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.

  I bought a spa on Jan 25, 2025. I spent $1,600 on my credit card, and finance the difference $9,015. They do not offer installation. I had to paid for certified electrician for the installation.Something that should be included with the purchase price.After several intents to learn how to use the new spa, I realized that I bought a useless machine. The spa does not heat, and the pump pressure is minimal.The business blamed the issue on the installation.They are selling a product knowing that does not work, and blaming the customer for using a third party for a service that they do not provide.I want my refund, so I can go and buy a spa for a respectable company.

  

  Business Response

  Date: 04/14/2025

  On April 10, 2025, Mr. ******** contacted our office and spoke with a member of our sales team regarding concerns that his hot tub was not heating properly and that the jets did not seem to be operating at the expected strength. Our sales representative attempted to troubleshoot the issues over the phone; however, recognizing the limitations of remote troubleshooting, the call was promptly transferred to our lead technician for further assistance.

  After a detailed discussion, our lead technician identified that the symptoms described were consistent with an electrical issue, specifically a problem with the **** breaker supplying power to the hot tub. It appeared that the breaker had been installed incorrectly, which falls outside the scope of work we are licensed to perform, as electrical wiring must be handled by a licensed electrician according to state regulations.
  

  To assist Mr. ******** further, we proactively dispatched one of our technicians who was working in the area to confirm the diagnosis on-site. Upon inspection, our technician verified that the **** breaker had indeed been wired improperly. Mr. ******** was informed of our findings and advised that a licensed electrician would be required to correct the issue.
  

  Subsequently, Mr. ******** had an electrician address the wiring problem. We were pleased to learn that, following the correction, the hot tub has been functioning properly and to his satisfaction, with no further issues reported.
  

  Regarding the installation process, we would like to clarify that our delivery team is responsible for transporting the spa to the customers desired location, positioning it as directed, and installing any purchased accessories. It is our standard procedure to inform all customers that electrical work must be completed by a licensed electrician. This is clearly outlined in the delivery section of our contract, which includes customer acknowledgments and checkboxes confirming their understanding of this requirement. Additionally, the owners manual provided with the spa contains detailed information regarding the electrical specifications for proper installation.
  

  We remain committed to providing excellent service and support to all our customers and believe this matter has been properly addressed. Should Mr. ******** have any further questions or concerns, we are more than happy to assist
  
  

  
  

• Initial Complaint

  Date:02/26/2025

  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.

  On12/6/24 my wife and I went to South East Spas on route one in **************** to look at down sizing to a smaller spa. We were greeted by **** Z and explained what we were looking for, he proceeded to show use the Twilight 240. After hearing the price tag of $9999 we decided it was more than we could afford around Christmas, **** Z then told us he had a refurbished one he could sell us for $5500. He said we wouldnt be able to tell the difference from a new spa so we decided to buy the refurbished spa. It was delivered on12/11/24 and was literally unusable, the outer cabinet was scratched and faded, the insulation inside the cabinet was chewed in tiny pieces by rodents, when filled with water black mold came out of all the jets and the waterfall was clogged with mold and to make things even worse the guys who delivered it slid it across our Trex deck and put deep scratches in it. The next morning I went back to the store with a list of all the problems, **** Z got his boss ***** involved. They both said they were very sorry and wanted to make things right. After some phone calls and negotiations they agreed to sell me a new floor model for $2005 more and take the refurbished one back. They said **** Z would email me the contract later that day and I could pay the difference over the phone by credit card. After receiving the contract that afternoon I called **** Z and paid, about 10 minutes later I got a credit alert and noticed I was charged $2225 which is $200 more than agreed. I called immediately and he said his fat fingers made a mistake and hed take care of it, he called me back a half hour later and said everyone has left for the day and he fix it Monday. Its over 2 months later and still no refund, every time I text **** Z tells me how sorry he is and blames the corporation office and that they tell him the check was mailed. Now no one will answer my texts or return my calls. All I want is my $200 overpayment back

  

  Business Response

  Date: 04/24/2025

  We sincerely apologize for the inconvenience and frustration the customer experienced during their spa purchase. At South East Spas, we are committed to resolving issues promptly and professionally.

  After learning about the condition of the refurbished spa upon delivery, we worked with the customer to reach a resolution. We mutually agreed to replace the unit with a new floor model at a reduced cost, and the refurbished unit was returned.

  Regarding the overcharge of $200, we acknowledge the error. Once this was brought to our attention, we promptly processed a refund check, which was later cashed on 3/6/25.

  We appreciate the customer's patience throughout this matter and are sorry for any lapse in communication that occurred. Our goal is always to provide a positive experience.

• Initial Complaint

  Date:02/06/2025

  Type:Sales and Advertising 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.

  When they delivered the spa they tried to turn the trailer around in our front yard after my fianc told them that it was too big. Some of the guys walked up the hill and decided they could make it. They got the trailer stuck between a tree and my house. They busted my outside faucet under ground and it was flooding the yard. They left ruts. They had to cut down a very large mature tree to get their truck unstuck. They just left the tree leaning against another one. I had to call a plumber that night to cut the water off and cap the pipe and they came back the next day to replace the plumbing pipe and install a new outside faucet. I have been trying to get these costs taken care of by the company. delivery and scheduling took the information and never got back to me then when I called them they said it had been forwarded to customer service. That person never got back to me after weeks I sent an email just to get a message that said they no longer work there. I finally got in touch with another person and now he is saying that delivery department said they would not refund my money because they said I gave them permission to go ahead and deliver even though the weather was bad. This is BS!! We told them they needed to come back with a smaller trailer which they finally did 3 days later, after my yard was demolished. I cannot believe the lack of professionalism. And I cannot get anyone in the company over these two departments to help me. There are still damaged panels and a bad hydraulic arm on the lift cover but I am being told that has been ordered. If this is the way south east spas does business I wish I could just get my money back and them take the swim spa back. I have emailed supporting documents 3 times.

  

  Business Response

  Date: 03/24/2025

  On March 29th, ***** ******** reported that her water faucet was damaged during the delivery of her unit, along with concerns regarding the incorrect installation of her cover lifter. During our correspondence regarding the property damage, ***** acknowledged via email that South East Spas would reimburse her for the plumber's invoice. However, it was also clearly communicated and agreed upon that South East Spas would not be responsible for any additional damages or modifications made to her property to facilitate the delivery and placement of the unit in her desired location.
  Regarding the cover lifter, replacement cabinets have already been shipped to ***** and are currently in her possession. The service technician involved will be reaching out to her to schedule the return trip to complete the installation.
  As of now, ***** has not expressed any dissatisfaction or further concerns regarding the situation. We encourage her to reach out to us again if she has any further concerns. 

• Initial Complaint

  Date:12/05/2024

  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.

  Master Spa sold by south east spas has been leaking since installed by licensed electrician hired by me, and delivery team sent by south east spas. It has been three months that our spa has been leaking. We have contacted ******** service multiple times and have and have had multiple visits from technicians sent by south east spas with no resolve. The shipping plastic protective cover on the bottom of the spa was not removed when installed trapping the water inside the base frame of the spa rotting the supporting wood. First ******** service rep ******* stop returning calls, second rep **** was rude to my wife over the phone third ******** service **** at least heard me out, and was finally transferred to a manager ***** who was going to follow up with me and never did. Spa is still leaking the wrong parts have been sent to two different technicians one of which just never came back to finish the job. Now I have no appointment set to fix our spa by south east spas when the correct part does arrive. Which the part is being sent to my house not the technician for what ever reason. I will not know if it is the correct part being i am not a spa tech. We have a brand new spa that we cannot enjoy and is turning into a rotting yard ordament thanks to South east spas ******** service and improper installment by delivery team. I am looking for a replacement of my spa or a full refund.

  

  Business Response

  Date: 01/23/2025

  Our service manager, ***** *. was brought into the situation in regards to the leaking issues and pump problems. There had been some back and forth due to the incorrectly ordered pump, however by 12/10 the faulty pump was correctly replaced, the system was leak-tested, broken cover clips were repaired, and cabinet adjustments were made to ensure a proper fit. Since the repair on 12/10, we have not received any further reports of issues.
  Regarding the customer's concerns about the frame, we consulted Master Spas with photos of the affected area. They confirmed that the wood frame is designed to endure occasional exposure to moisture without compromising the spas structural integrity or safety. Their assessment indicated that the spa remains fully operational, and the wood will dry naturally over time. This information was shared with the customer.

  We do apologize for the issues this customer experienced with his service and we want to emphasize that we have always been and will continue to be responsive and attentive despite the issues experienced. 

• Initial Complaint

  Date:11/22/2024

  Type:Product 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 went to an expo in ***** after corresponding with ***** for a few weeks. Upon arriving, I asked for ***** and he assisted me. I saw the swim spa that I was interested in and they claimed to give me a good price. He explained that I need over $11,000 down payment and I could apply through their iPad with ********. They only wanted the finance company to put a little over $7,000 and I paid the rest with my debit card. When I questioned about the remainder of the balance, they told me not to worry about that now, it would be taken care of, however no one explained to me that I would have to come up with my own financing. It was deceptive practices and I have been paying the finance company for a spa that I don't have plus paid someone to dig a hole in my yard for it. I have called South East numerous times trying to get financed through a company that the customer service person explained to me and was supposed to call me back when the financing was available but I still can't get in touch with anyone. I spoke with ******* **** on Oct. 24 and explained my situation, told him that I wanted to downsize my unit so that I could get this over. He stated that he saw my credit in the system, and he would have to give me prices based on last year. He immediately emailed me a brochure with no prices. I emailed him back immediately to ask about the prices because there were none and I haven't heard back from him since. I tried to email and call the office 11/21/24, left a message but as usual, no one calls back. This sale was deceptive and basically a scam. I feel like they are avoiding my calls so that they may claim all of my money after *********************** the contract. I am going to have Channel 35, 9 and 6 investigate this and maybe forward to small claims court for being deceptive. I have every documented call, email and everything. I honestly just want my money back and never deal with them again! It's a lot of money to just give away. I work hard!

  Customer Answer

  Date: 12/02/2024

  After analyzing the contract, and realizing that after 14 months, the consumer basically forfeits any money is there hasn't been a delivery.  I visited the location in *****, which is about an hour and 15 minutes away from me.  I explained my situation and stated that I needed to purchase something and was thinking of a hot tub.  The sales guy could not believe that I had been paying a finance company nearly a year for a swim spa that I don't have.  He contacted *** ****, who I'm not sure was aware of the full situation and he agreed that this should not have carried on so long.  ***** was very understanding and caring.  I got a great deal for Black Friday and can't wait to sit in my hot tub.  I think moving forward, the company needs to explain the financing options to consumers so they can avoid negative reviews.  And as stated, they don't answer the phones or respond back to voice messages so I feel that customer service is everything in a company.  If you have great customer service, it says a lot about a company. I also fault the finance company for not making sure that the item had been delivered.  I'm just happy that I have made a purchase and will received some of the money back that South East Spas (Master Spas) had there as a credit for me.

  

  Business Response

  Date: 12/30/2024

  We have been actively working with the customer to ensure they receive a spa that meets their needs. On November 27, 2024, the customer agreed to purchase a Clarity Balance 6 using the deposit previously placed during their initial attempt to purchase a swim spa. Currently, the delivery is scheduled for January 16, 2025, pending final confirmation from the customer. Once the delivery is completed, we will assist the customer in securing their tax credit, and the promotional TV will be promptly ordered. Attached is the contract the customer signed on November 27, 2024.

  Customer Answer

  Date: 01/10/2025

   
  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:09/23/2024

  Type:Sales and Advertising 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 put a deposit for a Swim Spa for $1,000 and we verbally agreed if our HOA did not approve or if we changed our mind we could get a full refund. Our HOA did not approve the Swim Spa for us to be above ground only agreed if we put underground and the cost is many thousands more. We are refused our full deposit and they even said that we had 3 days from deposit to change our minds and this just saying far from what we were told.

  

  Business Response

  Date: 09/25/2024

  It took a while to find this customer information, as this person writing is not on the unit they are referring to contract. When there is contractual stipulations, they are generally mentioned in the notes portion of a customers contract, and there was nothing in regards to an HOA contingency mentioned. Per the contract, above the customer's signature on the first page, there is a 25% cancellation fee after 3 business days of writ of contract. This is additionally mentioned throughout the contract as well. The customer made no mention of a discussion with their salesman in regards to any stipulations, this is the first time we are hearing about this through a BBB complaint, as no contact was made by the customer in response to our email sent nor a call to our main office. Upon reading that the salesman may have mentioned this verbally, we tracked down the salesman, as he is no longer employed with us, and confirmed that he verbalized to the customer to let him know if he has HOA issues to work on recovering deposit. After collecting this information from the salesman, we informed our accounting department to please refund the deposit of this customer. 

• Initial Complaint

  Date:07/08/2024

  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.

  I purchased a spa through a master spa American Hot Tub Expo in ********* ******** in June 2024. They were supposed to deliver it w/cord & a manual so that I could understand how to use my spa. Neither of those items were delivered. Setting up my spa was delayed. I had to call the company to get them to send me these items. That took about a week to happen. A week & a half later I received the items & set up my spa. The sales person who sold me the spa was very knowledgeable as he was also a technician & helped me set up the spa, the spa doesnt seem to work properly. Being level, within centimeters, it kept going off/on, & then finally went into sleep mode. I would call Master *********** would tell me what to do it then shut down completely I would call and they would tell me to call Southeast Spas. Southeast would tell me to call Master spas..it went back-and-forth between the two companies so finally I took social media & complained and thought since this company sold me an $8500 spa and it was a lemon that I cannot use, I would save others for making the same mistake. Only Then did they start wanting to help me. *** had a technician reach out to me trying to help me, but they still cannot help me. They made me sign something that said it was a used spa that they had sitting up in a showroom that people didnt actually use. They promised me it would still work of course that was a verbal promise. I was in the spa one time at the appropriate temperature. After that, it stopped holding its temperature and continued to go into sleep mode. I spoke to a technician one time who was able to talk me into how to get it out of sleep mode since the manual doesnt explain that, Ive gone so far as to the area that its at, but the product doesnt turn on. When I call to tell them I want to return the product cuz Ive only used it 2x & it doesnt heat & it doesnt turn on. nobody returns my calls. I want to talk to somebody about returning this thing for full refund.

  

  Business Response

  Date: 07/08/2024

  Hi *********************. We are sorry for your delivery not being completed, in that the spa was not delivered with the cord, as it should have been, on 6/12/2024. We were not made aware of this until your after-hours voicemail was left on 6/13/2024, and also subsequent texts to your salesman were sent to our main office, to which a cord was then immediately shipped out to you, that following day, 6/14/2024, and shown as delivered through *** to you on 6/18/2024. I believe you have been communicating through Master Spas directly, the manufacturer, as we have no further calls from you to our main office from 6/14/2024, until last week, 7/2/2024, where you were informed to send an email to customer service and hung up on the representative trying to speak with you. So, we unfortunately have had no knowledge of any issues with your spa or it being in sleep mode/not heating. While it does sound like your spa is simply in the wrong mode, we can easily send a technician out to you to ensure that is the case. When you leave a voicemail, it can sometimes take up to 24 hours to hear back from someone, and the most recent phone call, since the one from 7/2/2024, was today, 7/8/2024, and likely not yet received by the representative. Someone will contact you tomorrow to first try walking you through the modes, which is explained in the owner's manual on page(s) 34, *****. They will set you up with a technician to come out, as well, to ensure everything is in working condition and go from there.

• Initial Complaint

  Date:05/16/2024

  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 spa from South East spas it is malfunction its less than 30 days an I want my money back but they say that's not possible. They tell me to sell oh t to a third party...they can't come out for a month..which month..my 30 days while be axpriribed.

  

  Business Response

  Date: 05/21/2024

  Hi *******************,

  We are sorry to hear you feel the spa is malfunctioning. On 5/13/24, your first time reaching out to service in regards to the issue you were experiencing with your hot tub jets feeling as though they were not blowing hard enough, you were informed the spa shuts off every 15 minutes, as that is how it operates, and that the jets need a moment to prime back up upon turning back on. On 5/16/24, when you called back in about the spa shutting off after 15 minutes, we again explained that this is supposed to happen and that this is how the spa operates. You again brought up how the jets do not blow as hard upon the spa turning back on, which you were again informed to wait a bit longer than the moment they kicked back on to get them flowing normally again. We still went ahead and set you up for service with our soonest available date, which is 6/11/24. We informed you today that we would reach out for a sooner date should we have any cancellations. Due to the information we received from you, this is not a manfunctioning spa, this is how the spa is built to function and operate. We are still sending a service technician out to confirm there is nothing wrong with the spa to ensure there are no issues and everything is in working order.

• Initial Complaint

  Date:02/06/2024

  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.

  12/11/20233- recieved damanaged *************************** Spa 12/12/2023- *** from customer service reached out asking about delivery. Explained to him there was damange on ABS pan, sent follow up pictures next day. 12/14/2023- **** from ********** reached out, stated base does not affect interegrity of unit, offered filters and chemicals. Declined. 12/18/2023 offered $500 to keep unit. Declined 1/9/2024- 1/14/2023 I reached out, still no resolution 1/23/2024- unannouced Tech shows up at home while out of town on business 1/24/2024 stated tech reached out to me. No missed calls, voicemails or emails attempting to schedule appointment.2/6/2024- nearly 2 months later. ISSUE STILL NOT RESOLVED. reached to **** in cx service stated "it wont get attention" when asked if i should reach out to BBB for resolution. reached out to *** again who stated manager ***** in service **** would reach out by EOD. Spent over 17K to recieve damaged product. Looking for replacement or return product.

  

  Business Response

  Date: 02/06/2024

  Dear Customer, we completely understand your frustration in regards to the cosmetic damage to the *** pan on the unit. We have noted on our system multiple unsuccessful attempts from ************** to try and reach you to come out and assess the damage so we can get the repair process moving. We are committed to getting this resolved for you, we will have the technician follow up with you again. Please reach back out directly again to our customer service department at *******************************************

• Initial Complaint

  Date:01/25/2024

  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 bought a MasterCraft spa from South East Spas Inc., ************, ******************************************* and they brought it to us at 10:00 at night, didn't show us how to use it or anything, didn't have the manual or filter or anything and said someone would send to us. After many emails to them I did get those. Here it is a month later and still can't use the spa because the jets don't work. I have repeatedly contacted them for service and assistance with no action. They said the would send someone and it would take two weeks. No one came or contacted us. Two weeks later I contact them again that one contacted us or showed up, no they said they had to find someone else and it would be another two weeks!!! We paid a lot of money for this spa and we just want to use it and they should have service providers ready to help. I just want it to work and enjoy it.

  

  Business Response

  Date: 02/06/2024

  Dear customer, we do sincerely apologize for the delay in service. We are actively looking into this matter to ensure we can get service out to you as soon as possible. We want to assure you that we take your complaints seriously and upper management is aware of what is causing this delay in your service. Our customer service manager is working closely with the service department to get this moving. We will be in touch with you this week with the following steps. Please feel free to reach out to our customer service team via opt 4 on our main line ************ or directly at ******************************************.