Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/03/2024

  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 from hotsprings pools and spa out of Fargo nd in fall of 2019. In January of 2024 we used it one day and went to use it the following day and it was cold. Not heating. We called hotsprings and they told us they would send someone out in approximately 4 days to diagnose and fix. We told them that the weather was supposed to be to be in the severe negatives like -70f with wind chill. They said to put a bucket heater in the tub. We said are you sure that will be enough to keep it from freezing? They said yes and they do this all the time. So we followed their instructions and canceled our out of town plans to babysit the hot tub to insure the water remained open through the negative temps. They arrived as scheduled and upon opening the hot tub discovered that the problem was a pressure switch malfunction that is covered by the warranty! But then also discovered that the tub had froze underneath and informed us that because it froze it is not covered by warranty and we would be on our own to file an insurance claim with our homeowners policy. We attempted to negotiate with hot springs over the next 8 months to no avail. They refuse to take any responsibility. In June they came and got the hot tub to bring it to their shop to make sure its not fixable. It has sat there since. We discussed options of trade in and they even connected us with their preferred bank for financing on a trade. We decided it was in our best interests to file an insurance claim after all. Hot springs will now not release the tub to insurance because they say we owe them $5000 for work they have done to the hottub and costs associated with picking it up and diagnosing it. When they picked up the hot tub they did not relay any information about charges to pick up or diagnose the problem. Can they do this to us?

  Business Response

  Date: 02/12/2025

  Dear *******,

  We recently came across your complaint on the Better Business Bureau and apologize for the delayed response on this platform.

  We do try to get to everyone in the timeliest manner, this was an unfortunate outcome for all parties involved.

  After reviewing your records, we see that we offered the full trade-in value for your hot tub, which ******* was satisfied with. However, after further discussions, you chose to proceed with an insurance claim instead.

  As part of this process, we picked up your hot tub and performed repairs to assess the extent of the damage. Following our conversation with the insurance agent, we were instructed to leave our completed repairs intact while another retailer took the tub to fix the remaining damage. The agent confirmed that our portion would be covered along with the work from the other retailer.

  We wanted to follow up and verify that this was the case and were you able to have the remaining repairs completed by the other retailer?

  Please let us know if there is anything else we can assist with.

  Best regards,

  **** ******

  Sales Manager

• Initial Complaint

  Date:06/22/2023

  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.

  Bought a hot tub from hot springs. The tub started leaking in December of 2022. My husband called the service center multiple times to have the tub picked up so it could be repaired. The business was not able to pick up the tub. They then came to pick up the tub in a blizzard and got stuck in the ditch and were unable to pick up the hot tub. When the hot tub was finally able to be picked up by the business, the hot tub was frozen. The business claims that if frozen, the tub is no longer covered under warranty. Hot springs has had the hot tub for about six months and we still do not have a quote of damage. The business stated that we could file under our homeowners insurance and they could work on getting us a new hot tub but we do not believe we are at fault for damage. We have called several times beginning June of 2023 for an update and we are not receiving calls back. Most recently called Monday and told ******* in the service center that I would like a resolution agreed to by the end of the week. She said to give her until tomorrow (Tuesday) to find out what damage is to tub. We received no call back Tuesday. Left a voicemail Wednesday. No call back. My husband and I have both called Thursday and have not received a call back from ******** Receptionist stated that she had stepped out but she would tell her that I called as soon as she was back. No call back. My husband called back and the receptionist stated ******* was in a meeting. My husband asked if there was anyone else we could talk to and receptionist stated there was not. Receptionist also stated there is no service manager.