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Business Profile

Hot Tubs and Spas

Spas Factory Direct

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hot Tubs and Spas.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:10/17/2025

    Type:Delivery Issues
    Status:
    Answered
    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 ordered a hot tub model with a lay down seat. We specifically ordered this model, because we wanted a lay down seat. We verified multiple times during purchase, to make sure the correct model was purchased. ******* model was purchased and is shown correct on purchase agreement. Hot tub was paid in full, as is required previous to delivery. Delivery was repeatedly delayed from original verbal timeframe, and was on a date no one was present. I was assured there was no reason for my presence and was later contacted by delivery driver who advised the same. I came home after delivery to the wrong hot tub model delivered and filled w water. Hot tub was not heating up, as delivery drivers just left it w included chemicals spread out on steps and yard and no electric. My wife (who was home for a very short period of the delivery) advised me that before she left, they contacted their electrical person to come out to my house to finish. When i came home, i was able to get electric to hot tub going in about 2 minutes. This was when i noticed we recieved the wrong hot tub. I texted delivery driver who told me i was wrong and they delivered correct hot tub. I advised i already researched models and looked over purchase agreement... which noted correct model was ordered, but incorrect model was delivered. Driver never responded after this, even when prompted. Electric guy for Saps Factory Direct never showed up to finish the delivery work. We contacted spas direct repeatedly that day and next, leaving multiple messages and only speaking to a person one time (pretty certain they were screening calls, as i called without issues many times over previous week about non-delivery). My wife got a person on her phone 1 time (different phone #) and they advised they would look into and call back. We were never called back and continued to call all day. It is pretty clear they are ghosting us and that the plan is just to keep our money and not address us having the wrong hot tub.

    Business Response

    Date: 10/30/2025

    Hi, we have resolved this complaint with the customer.  They have received the hot tub that they wanted and are satisfied.

Spas Factory Direct is NOT a BBB Accredited Business.

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