Complaints

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

close

Find a Location

Bullfrog International, LC has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Bullfrog International, LC

  7017 W 11800 S Riverton, UT 84096-5736

  
• 

  Bullfrog International, LC

  1851 W 500 S Ste C1 Springville, UT 84663-3294

  
• 

  Bullfrog International, LC

  2701 S Hwy 89 North Salt Lake, UT 84054

  
• 

  Bullfrog International, LC

  668 W 14600 S Bluffdale, UT 84065-4859

  
• 

  Bullfrog International, LC

  4678 S Highland Dr Holladay Cottonwood, UT 84117-5147

  

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:07/15/2025

  Type:Product 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 Bullfrog Spas A7 which was delivered about a month ago, and I have experienced consistent issues and numerous attempted repairs since installation. When the tub was first turned on, it was leaking water from all four sides. This was a result of a broken water feature and potentially another leak somewhere in the tub. This was repaired eventually after a number of no shows from the service people. Once I started using the tub after the repair, I noticed a scratch in the acrylic where the warning stickers were placed, the front left seat of the tub was very noisy, regardless of which pack we had installed there when the pump was on low speed AND the tub was still leaking from the back left corner of the tub. After walking around to the back of the tub to see the extent of the second leak, I discover insulation all over the ground which I am assuming should be installed in the tub, not on my spa pad. I have had two different technicians tell me that I need to speak to the store I purchased from and/or Bullfrog, since they can not believe the number of issues I have had with the tub since purchase. Having this many issues with a brand new spa (I am a previous Hydropool owner and had zero issues with that spa) has lead me here with the thought that this tub that I purchased is a lemon and needs to be replaced. With this many issues and going on nearly two months without a properly functioning tub, how could I possibly have any faith in this tub, or arguably Bullfrog Spas themselves, moving forward?

  

  Business Response

  Date: 07/15/2025

  Hello,

  
  Thank you for reaching out and sharing your experience. I want to sincerely apologize for the ongoing issues you’ve had with your A7 spa. This is not the ownership experience we aim to provide, and I completely understand your frustration—especially after multiple service visits and continued problems.
  We will be reaching out directly to your dealer to work closely with them on a solution that gets this resolved for you. Our goal is to make things right and restore your confidence in both your spa and in Bullfrog Spas as a brand.
  We appreciate your patience so far, and we’ll make sure this is given the attention it deserves.

  
  

  Customer Answer

  Date: 07/15/2025

  
  
  Complaint: 23603038
  
  
  
  I am rejecting this response because: With all due respect, I don’t know if you do actually understand the frustration with your product (and the business that sold it to me). In what world do we live in where it’s acceptable to spend tens of thousands of dollars on a spa and even after one month, it’s still not working correctly? Imagine if you bought a brand new car, and every time you got in it you were afraid something new was going to go wrong with it, all the while it’s leaking fluids. This thing has been leaking since I filled it up about a month ago. No one would tolerate that, and I refuse to as well. I appreciate your effort to work closely with the store and their abysmally poor service staff, but how many more parts do you have to put into this brand new tub before we can just call it a lemon? Is there a number of visits? A dollar value? I haven’t even included the noise issue with pump 1, is it normal to be that much louder than the other? And why does every pak I put in that one seat make these loud humming noises with the valves open and closed and everywhere in between?
  
  
  
  Sincerely,
  
  
  
  *** ***

  

  Business Response

  Date: 07/16/2025

  
  I completely understand how frustrating this experience has been, and I’m truly sorry for the ongoing issues you’ve encountered with your spa. You're absolutely right—when you invest in a premium product, it should perform as expected from day one.
  To clarify, all warranty service and support are handled through the local dealer where your spa was purchased. We’ve already been in contact with them, and they will be reaching out to you directly to continue diagnosing and resolving the issues you've described.
  We know this situation hasn’t met your expectations—and it hasn’t met ours either. While we don’t have a set number of visits or a dollar threshold that automatically triggers a replacement, we do take situations like this seriously and we’re committed to working with your dealer to ensure your concerns are addressed fully.
  

  Customer Answer

  Date: 07/20/2025

  
  
  Complaint: 23603038
  
  
  
  I am rejecting this response because: I have received zero updates from anyone and my tub is still excessively loud, leaking and scratched. This is far beyondbeyond unacceptable at this point. It’s been 6 weeks without a proper functioning tub.
  
  
  
  Sincerely,
  
  
  
  *** ***

  

  Business Response

  Date: 07/21/2025

  Hello,
  
  I completely understand your frustration, and I’m sorry for the lack of communication and ongoing issues with your spa.
  We’ve been in contact with Mermaid Pools and Hot Tubs, and they’ve confirmed that a part has been ordered to complete the repair. It should be arriving soon, and once it’s in, they’ll reach out to you directly to schedule the service.
  I know this has gone on far longer than it should have, and we truly appreciate your patience. We’re committed to making sure your spa is repaired and functioning properly, and I’ll continue to follow up with the dealer to ensure this gets resolved as quickly as possible.

  Customer Answer

  Date: 07/23/2025

  
  
  Complaint: 23603038
  
  
  
  I am rejecting this response because: Has anyone looked at the scratch? What about the incredibly noisy jetpack that makes it unbearable to use one pump on slow speed? Has anyone looked at these issues? At this point I do not want your hot tub, this is absolutely unacceptable and beyond excuse. Please issue me a refund and have Mermaid return this thing. This is NOT the product, service or support I was promised when I purchased my spa.
  
  
  
  Sincerely,
  
  
  
  *** ***

  

  Business Response

  Date: 07/23/2025

  Hello,

  We’re sorry to hear about your continued frustration, and we understand how disappointing this experience has been. We want to assure you that we’ve been in contact with Mermaid Pools, your local dealer, regarding your concerns.
  There is a newly updated gasket available for the JetPak system, which may help resolve the noise issue you’re experiencing. We’re working with Mermaid to make sure this solution is implemented as part of your warranty coverage.
  Regarding your request for a refund or return of the spa, that would need to be handled directly through Mermaid Pools, as they are the selling dealer. Bullfrog Spas is the manufacturer and does not process refunds or returns directly.
  We remain committed to supporting your dealer in resolving any remaining issues with your spa. Thank you for your patience as we work toward a solution.

  Customer Answer

  Date: 07/27/2025

  
  
  Complaint: 23603038
  
  
  
  I am rejecting this response because: The original purpose of this complaint was based on Mermaid telling both me and my wife that they were not willing to return the tub even before the first 7 days of ownership, and a refund or exchange could only be done through Bullfrog. It’s been almost two weeks since you said that you were “working hard with Mermaid to resolve the issues”, but not surprisingly my tub still isn’t working properly and still leaking. Has this not gone on long enough at this point? To be absolutely honest with you, I don’t even want the spa at this point. It’s been nothing but a source of stress and grief from the first day, and neither Mermaid or Bullfrog are either capable or willing to make it right. It’s shameful bordering on disgusting. Can’t wait for you to tell me how sorry you are for the sixth time without actually doing anything to help.
  
  
  
  Sincerely,
  
  
  
  *** ***

  

  Business Response

  Date: 07/28/2025

  Hello,
  
  We understand your continued frustration, and we genuinely regret that your spa ownership experience has been so stressful. That is never the outcome we want for any customer.
  To clarify, Bullfrog Spas is the manufacturer of your spa, but all sales, including decisions regarding returns and refunds, are handled solely by the authorized dealer, in this case, Mermaid Pools. We do not have the authority to process returns or issue refunds for spas purchased through our dealer network. We understand you were told otherwise, and we’re sorry for any confusion that may have caused.
  That said, we have been in regular communication with Mermaid Pools to support them in resolving the issues with your spa. The spa is still covered under our 5-year parts and labor warranty, and any leaks or functional concerns are eligible for repair under that coverage. We remain committed to helping ensure those repairs are completed as quickly and thoroughly as possible.

  Customer Answer

  Date: 07/28/2025

  
  
  Complaint: 23603038
  
  
  
  I am rejecting this response because: I see no sign of any progress on the repairs required. Still leaking, still noisy. Has anyone actually followed up with Mermaid? They do not return emails and phone calls from me so I am still left in the dark.
  
  
  
  Sincerely,
  
  
  
  *** ***

• Initial Complaint

  Date:06/02/2025

  Type:Product 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 Bullfrog Spa on 2-27-2023. Serial Number ******  Model A7L. Bullfrog's warranty on their website and in the owners manual of the spa claims there is a 7 year warranty on their shell for blisters.
  ************************************** ******************************************************************************************** There is no clause in their owners manual or on their website that says only certain types of blisters are covered under warranty. When we attempted to contact Bullfrog repair, we were denied a claim and told their warranty does not cover blisters they believe (but cannot prove) were caused by the sun. The spa is unusable, there is a hole in the shell. We bought this hot tub based on their warranty and cannot get any repair assistance for it without being charges thousands of dollars out of pocket.

  

  Business Response

  Date: 06/03/2025

  This damage to the spa shell appears to be sun damage, which occurs when a spa is left in direct sunlight without water or a cover. As outlined in our owner’s manual, sun damage is not covered under the shell warranty.
  This is listed under the “Exclusions” section of the warranty, which states:
  This Bullfrog Spa limited warranty is void if any of the following occur: Damage to the spa shell caused by excessive heat build-up due to failure to cover the spa while empty of water and/or exposed to direct sunlight.

  This being said, the servicing dealer is going to reach out to help offer a repair.

  Customer Answer

  Date: 06/09/2025

   
  
  Complaint: 23406377
  
  
  
  I am rejecting this response because:

  This is false and deceptive advertising.  The warranty listed on the Bullfrog Website does not have any clauses on it.  A "bait and switch" tactic.  After we bought your product, you hide clauses in the back of the owners manual.  The repair cost that was quoted to us was thousands of dollars!  This tub is useless and is only 2 years old, it did not even last the loan.  We will never be purchasing a product from Bullfrog again.  Our local dealer does not even sell your product any longer, they have stopped selling your product.

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

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

  

  Business Response

  Date: 06/16/2025

  Bullfrog Spas provides clear care and usage guidelines at the time of
  purchase to help ensure the long-term durability of the spa. Specifically, it
  is stated in the Owner’s Manual and also on safety stickers placed directly on
  the spa shell that the spa should never be left empty in direct sunlight, as
  this can cause damage to the acrylic surface.
  In this case, it appears the damage was caused by sun exposure while the spa
  was empty, which is not covered under the warranty. The warranty terms outline
  exclusions related to environmental exposure and improper use.
  That said, we absolutely want to support you however we can. While this type
  of damage isn’t covered under warranty, we’re willing to offer up to $450
  toward the cost of the repair as a goodwill gesture. This goes above and beyond
  what the warranty requires, but we’re committed to making things right where
  possible.
  

• Initial Complaint

  Date:04/01/2025

  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.

  Purchased my spa from a local dealer. I love it! I believe my ozone isnt working though and called for an appt. Someone by the name of *****/Ferry (both names in text messages with arrival time) comes and lifts the cover and says its working fine. I go to my local store and there spa has bubbles coming from the front of there spa and mine doesnt so they put a request in to have someone call me. They call and I say that I didnt want the last guy to come as he didnt open the panels to check anything. The representative says she is unable to see who came to my house last. Lo and behold *****/Ferry shows up for the second time and turns on the jets and says ozone is working fine and states its late and Im tired and dont want to check to see if its working. He exact quotes. The person home at the time had asked if *****/Ferry would talk to me on the phone and he said no there is nothing to talk about and you can call Utah to make another appointment. Which I will be doing tomorrow and hopefully getting a new technician as *****/Ferry doesnt seem to like his job nor have any customer service skills.

  

  Business Response

  Date: 04/03/2025

  Sorry for the issue. After speaking with our scheduling department, it appears that we have you scheduled for a follow up appointment next week to address your concerns.

• Initial Complaint

  Date:02/06/2025

  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.

  I purchased a Bullfrog Spas hot tub from a local retailer in May of 2023, and it was installed on June 30th of 2023. I had filed my information for warranty coverage and everything was working as advertised for the first 6 months or so, then I started having minor issues with the built in lights and some of the components coming apart/undone. These were minor issues, and mostly cosmetic, but in November of 2024 I had a complete pump failure on my hot tub. I had called the local retailer and Bullfrog customer service to state my issue and requested someone to take a look at the issue and potentially provide warranty repairs. When I noticed the pump making a loud buzzing/grinding sound, I turned off the **** breaker to prevent further damage. My hot tub has been unpowered for the past 8 weeks. During which time I have both placed phone calls to the local retailer and Bullfrog Spas company to request assistance. I have not received one email or phone call from Bullfrog telling me what to expect or how they plan to address my issue. I have called at least a dozen times now, stating my issue, with no result or no intentions from the manufacturer to follow up with me. The customer service line just rings and rings until it goes to a voicemail box that is full. I spent a good amount of money for this spa, and the company website claims that they are luxury spas and have one of the best warranties in the business. I have never had this experience where I needed to advocate so much for myself with absolutely zero response. My hunch is that they are experiencing system wide issues with the tubs they launched in 2023 and are overwhelmed with service calls and warranty claims. I have had zero support from Bullfrog over the past 8 weeks and I'm over it. I own a very expensive product that I cannot use.

  

  Business Response

  Date: 03/06/2025

  Sorry to hear about the issues. We have reached out to the servicing dealer. They should be reaching out to you to schedule an appointment to address issues you are experiencing.

• Initial Complaint

  Date:07/08/2024

  Type:Product 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.

  New Bullfrog headrests (3) de-laminated after 26mos due to manufacturing defects. Returned to HQ location in ********, ** but no response has been received.

  

  Business Response

  Date: 07/22/2024

  Hi *******,

  Sorry for the issue. Our warranty and technical team spoke with you on the phone. Headrests are not covered under warranty. However, as a one-time good will gesture, replacement headrests were shipped to you and delivered to you on 7/11/2024 at 11:23AM to the address you provided.

• Initial Complaint

  Date:07/05/2024

  Type:Product 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 bought a swim spa from beachcomber spent ***** dollars on it the floor deformed so they replaced it under warranty. Now the replacement spa has deformed too. They want to replace it again when I feel that it a manufacturer defeat in the design and will do the same thing so I asked for a refund. But I've been getting the run around that it's not up to them it's the manufacturers choice to give a refund. But I bought it through beachcomber. I have sent emails asking for phone numbers to call and find out about this and no reply I call the store they say they are not allowed to talk to me.

  

  Business Response

  Date: 07/05/2024

  Good morning,

  The product in question in this complaint is not a product manufactured or distributed by Beachcomber ******************* Beachcomber Hot Tubs does not manufacture a Swim Spa product. Our ************* Leader has reached out to ************************* and explained that the retailer he purchased the Swim Spa from is an Independent Business that sell Beachcomber Hot Tubs and other brands of hot tubs and swim spas. ************************* indicated that the brand of swim spa is a "Bullfrog". We recommended that he revise his BBB complaint against Bullfrog if they are the manufacturer. According to this retailers website ************************************* they sell a swim spa brand called Swimlife, which is owned by the ************* via subsidiary Hydropool. Therefore we are not clear if it is a Bullfrog Swim Spa. 

  We request that we are removed from this complaint. 

  Regards,

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

  Vice President ***** GM

   

  

  Business Response

  Date: 07/22/2024

  Sorry to hear about the issue. It appears a replacement spa has been ordered and is expected to ship soon. Manufacturing improvements have been made since the production of your first spas. Any discussions of refunds would be between you and the selling dealer.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21921784
  
  I am rejecting this response because: beachcomber edmonton told me that it was up to the bullfrog to ok the return and refund. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/01/2024

  Unfortunately Solara Hot Tubs & Patio in ******** will not proceed with the refund. And are making me pay storage on the new replacement spa that I don't want. And won't respond to my calls or emails. Unfortunately I don't know what to do from this point forward. 

• Initial Complaint

  Date:07/02/2024

  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.

  Aug 2023 Disappointing Experience - Defective Product and ************ I regret to say that my experience with [Hot Tub Brand/Model] has been extremely disappointing. Since the day we purchased the tub, the interior lights have never worked. Despite contacting the company multiple times, they have sent out technicians four times, yet the issue remains unresolved. Its incredibly frustrating that a problem known to be a defect was sold to us anyway.In addition to the lighting issue, the outer shell of the hot tub is also defective. The cover, which should provide protection and maintain water quality, has become uneven and water now pools on top. This is not only an eyesore but also a clear indication of poor manufacturing quality.I would not recommend this hot tub to anyone. The combination of defective components and the company's inability to fix known issues has made this a regrettable purchase.

  

  Business Response

  Date: 07/23/2024

  Sorry to hear about your issue. It appears this spa has been returned and refunded.

• Initial Complaint

  Date:05/10/2024

  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.

  Purchased a new A7D through Southern Leisure on 5/19/2023. The hot tub was delivered in early July 2023. At installation the front panel was bowed out and the center post was not attached at the bottom. After a couple iterations with the ************************ techs (great team), they realized that the incorrect post was installed in the manufacturing process and, because they modified the fiberglass to use the wrong post in the factory, the correct post can no longer be installed. Early in 2024, Southern Leisure contacted Bullfrog about replacing the hot tub due to the manufacturing structural defect. Bullfrog's response was that their engineers "believe" that the center post is not structurally necessary on this model. (I guess they are fine wasting manufacturing time/materials by adding unnecessary structure.) When I informed them (with photos) that (in less than a year of Texas heat) there was already a 1/4" sag in the top surface of the spa (which does not exist in the sides with correct support,) they stated that the 1/4" sag was a standard deviation in the manufacturing process.So, after admitting to a structural manufacturing defect, they are refusing to fix the issue because they "believe" it won't cause a problem. Of course, if whatever they consider to be a "problem" doesn't show up until after the warranty period, I'm just out of luck. And, given the terms of their warranty regarding replacements, if they DO replace it in the furture under the warranty, I have to either pay more money for an equivalent hot tub (however much the price has increased since then) or accept an inferior model (along with incurring all shipping and installation costs.). So, the longer it goes before they decide there is a "problem" needing replacement, the more it costs me.

  

  Business Response

  Date: 05/31/2024

  *****,

  Sorry to hear about your issues. This spa will qualify for a replacement. Your dealership will be reaching out to you with details.

  Customer Answer

  Date: 06/04/2024

   
  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.  However, I have been told by the local dealer that it will take 7-10 weeks to get the replacement.  So, I'm assuming at this time that they will follow through.  If not, I will report that back here as well.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/05/2024

  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.

  We purchased a brand new A7D hot tub from bullfrog on 9.5.23. We made the full payment on that day of $14,493.15. Our hot tub was delivered on 10.16.23. We reached out to bullfrog the following day to let them know the spa was not working correctly and that there was little flow to the lounger portion of the tub. They sent a tech out to look at the spa and told us it was air locked. The problem was still not resolved so we reached out on 10.23.23 and they again sent a tech out. Fast forward to today January 5th 2024 we have had several techs out to our house to service the spa with no resolution in sight. We have asked for a refund multiple time only to be told they have the strongest warranty in the industry. We are now paying to run a hot tub we do not use just so they can come service it every 2 to 3 weeks. This should not be an issue with a brand new straight out of the factory 14.5k ******* will continue to try to reach out for a refund on this faulty spa.

  

  Business Response

  Date: 01/22/2024

  We have been in contact with the selling dealership. A resolution has been determined.

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21102602
  
  I am rejecting this response because we paid nearly $1,500.00 in September and still do not have a functioning product nor do we know when that will be. We have asked for a refund multiple times and they are refusing to give us our money back. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/07/2024

  After looking further into the reported issue with this ******* have determined that flow to the other lounge can be varied based on the amount flow required with the JetPaks chosen. If more flow is desired in the right side lounge, it will require using the therapy handles on each JetPak to help divert the desired therapy to that side of the spa or moving the JetPaks around in the spa to help get the desired flow therapy. In general with all JetPaks in use, one lounge will perform differently than the other side. This is not a faulty spa. Any desires for a refund will need to be discussed with the selling dealership you purchased from.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21102602
  
  I am rejecting this response because: I spoke with the owner and this was NEVER mentioned. They said that they would not give us a refund and they could only replace the broken spa. He gave us a timeline of 3 week for the new spa to be delivered. Whoever wrote this business response is in no way updated on this case. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/08/2024

  The replacement spa is complete awaiting dealer pick up to schedule delivery.

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21102602
  
  I am rejecting this response because: we have not received our fully functioning spa yet. Once the spa has been delivered and is in good working order we will respond.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:10/06/2023

  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.

  We purchased a new bullfrog spa A 6L from a dealer in ************, **, 32162.Initially we were impressed with various models on floor there and the jets seemed normal or as expected ( for a one pump spa). You could see the water moving and jets were powerful. When we received ours, September 20, 2023 and we were excited to use it. We immediately noticed no jet pressure and very weak. We went back to store, and they explained the empty jet packs should be off to increase other paks pressure when we use it. We did that and checked pressure, it wasn't any different. We went back to store to have someone come out and check internal parts, that happened today 10-4-2023 and technician said " that' the best it will be". We are very disappointed and feel somewhat misled from what we saw in store. Managed of store said the 2 pump spa would be much stronger with an additional cost to swap out spa with floor model in store of approximately $2,000. We said no, that is not acceptable, we simply want a spa to perform as expected and this one will not.So what happens when we have 4 people in spa and it is a 4 person spa with all 3 jet paks open? We are 2 people mainly using spa and it is not what we expected nor ordered.We are asking for a refund and they can come back and take ****** feel misled with ordering a spa with one pump should have some sort of power, this is a disappointment. We have called **** ( Bullfrog corporate) several times and even left a message for someone to call us. They have no receptionist to answer calls, we have tried various times and left emails too, no response. We are hopeful to speak to someone, but since the day it delivered and we knew it wasn't right, it seems its everyone else's fault and we are now having to deal with a corporation that won't answer calls/emails.Thank you and we just want it handled properly.

  

  Business Response

  Date: 10/24/2023

  We are sorry to hear about your experience. Single pump spas are not as powerful as the 2 pump spas. After speaking with the selling ********** appears options have been offered to get you taken care of. 

  Customer Answer

  Date: 10/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The spa has been returned, and we have been given a satisfactory refund. Spa to be picked up from store on 10-25-2023.
  
  Sincerely,
  
  *****************