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:11/25/2024

  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.

   
  Complaint: 22605084
  
  I am rejecting this response because: the owner literally copy and pasted the response word for word from his Ag response. He lied to the ********** I have three years wortgof text and emails of this man absolutely terrorizing me with gaslighting and lies. What he sold us never properly worked. From day ONE we had issued **** the control panel. Day one. The lights not working properly. We had a repair company come out this week and tell us exactly what was wrong with this hot tub. Funny how that works. A repair man tells exactly the opposite of what a salesman tells me. Gaslighting.... more Gaslighting. I'm at the point where I'm ready to **** criminal charges for emotional abuse. I have already talked to police officer as well as my doctor is involved because the deterioration of my health and the stress of this situation being the culprit. What **** is nothing he hasn't said before. He lies and has copy and paste responses. The manufacturer told me they have issues with this company not doing fullfillling their end to keep customers happy. I am going to recommend to the company that they pull their dealer license from ********************** and spas. See you in small claims court. 
  
  Sincerely,
  
  ******* *****so having concerning health issues due to this stress. I have 3 years of emails, text, and voice mails/recordings to prove he didn't do as he promised at purchase date. The hot tub has been broken since delivery and they failed to honor the 3 year warranty. It's never worked right, matter of fact; **** diagnosed the hot tub Leak via EMAIL and never laid eyes on it. He diagnosed wrong because the person we finally got to come look at it said that there is a factory defect in the ** chamber and it's molded improperly; too thin and broke which is where the leak was coming from. The ozinator **** had me convinced was broken & attempted to order a new one, is in good condition. We need some help. When I called the manufacturer to report part deformation & gave her the serial ************ read off dealer name, she sighed. I said oh no thats not good. *** said No, they have issues with D&S. This is rapidly turning into harassment & emotional distress situation along with breach ofcontract.

  Business Response

  Date: 11/26/2024

  To whom it may concern,
  

  Our company is happy to do both warranty and non-warranty work for all our customers within a ******** radius of the ******* area.  There is no reason for us not to.  Service is part of our business. Our company has been in business for 30 years and we have built an excellent reputation based on our customer service and fair prices.
  

  The way our service department works is the same as all hot tub companies in the area.  For each service call (warranty or non-warranty alike) there is a trip charge for the technician to come out to the hot tub location. If the repair is non-warranty, the invoice will be comprised of the trip charge, the labor time and the parts used, and if the repair is covered under the factory warranty, the invoice will be comprised of only the trip charge and all qualified parts and labor will be covered by the spa manufacturer, which in this case is Artesian Spas.
  

  A trip charge is industry standard and is not covered by the manufacturers warranty.  This is specifically delineated in the manufacturer's warranty. Here is the link to the warranty on the manufacturer's website:

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

  The warranty section starts on page 50 of the Owner's Manual.  What is important to note in the warranty is that it is specifically written on page 53 that there will be a trip charge assessed for any trip out:
  

  PERFORMANCE
  In the event of any defect covered by this LIMITED warranty, a **********************, authorized agent will correct such defect within the terms and conditions contained herein. There will be no charge for parts or labor within the above terms. However, travel charges that occur will not be covered under terms and conditions by the warranty.
  

  It is also clearly written on every invoice from our company that there will be a trip charge for warranty work.  This is written on ***** and Jessicas original invoice, which they have a copy of and have viewed many times:
  

  Hot tub warranty terms:
  All new hot tubs are covered under warranty for parts and labor and are subject to a trip charge. The standard trip charge is $150 within a 30-mile radius.
  

  ***** and Jessicas claim that we failed to honor the 3 year warranty is untrue.  The main issue is that they simply did not want to pay a trip charge for a technician to come out.
  

  They claim that we told them that there is no trip charge, and they claim that they never received the original invoice that has the warranty and trip charge service terms clearly written on it. Interestingly, the invoice was sent to ****** email via QuickBooks on 11/1/2021 and the QuickBooks program has a feature that indicates if the invoice has been opened and viewed, as well as exactly what date and time it was viewed.  Not only have they received the invoice, but they have also viewed it 26 times in total.  The first time it was viewed was 11/1/2021 at 2:46:41 PM and most recently it was viewed at 11/13/2024 at 5:34:22 PM.
  

  It is important to note that there are different warranty coverages for different components in hot tubs.  For example, the ozone systems carry a 1-year warranty, and the filters, pillows and diagnosis of spa problems are not covered under the manufacturer's warranty at all.  The Aquanova Ozone + ** Spa Sanitizer is considered a wear item that needs to be serviced every ****** hours and this component is covered by the factory warranty for a period of 1 year.
  

  For their most recent leak issue, it has been diagnosed (as I had suspected and let ***** know via email) that it is the Aquanova Ozone + ** Spa Sanitizer component that is leaking.  The Artesian Spas factory warranty covers this part for 1 year.  To be clear, this is not our company warranty. It is the ************* factory warranty,so the factory will not cover this part or the labor to replace this part outside of the 1-year warranty.
  

  This is very important to note: at the time ***** and ******* contacted us on 11/7/2024 regarding a leak, this Aquanova component had already been out of warranty for more than 2 years. In this case, pertaining to this particular leak, it has absolutely nothing to do with factory warranty coverage anyways.
  

  Here is a link to the manual for the part that needs to be replaced in their hot tub:
  

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

  As can be seen in the manual, the Aquanova Ozone + ** Spa Sanitizer is a component that is supposed to be serviced every ****** hours.  We offer this service for our customers, and it is called the ****** Hour Service. During this service we service this component in order to maintain functionality.  It is important to note that ***** and ******* have never done this maintenance service.
  

  This component is just like a tire on a car; it gets used up and needs to be replaced in regular intervals. When a new Aquanova unit is installed on a hot tub, it again needs to be serviced in ****** hours and replaced after several years.
  

  The entire Aquanova Ozone + ** Spa Sanitizer component is supposed to be replaced every 3 to 4 years on average because the ozone generator wears out and because the white plastic part that houses the ** bulb eventually degrades due to the corrosive nature of the ** rays.  When this happens, the white plastic enclosure becomes thin and fails, allowing water to escape.  This is not a case of the part being improperly molded initially; it is what happens after time, just like rubber tires wear out over time.  The white plastic started out thick in the beginning, and after years of exposure to ** it became thin.
  

  What ***** and ******* are most upset about (I think) is that they dont want to pay a trip charge for our technician to come out to their house, and they think that we are lying that this component has been out of warranty for over 2 years.
  If any component that is covered under the Artesian Spas (Tropic Seas) factory warranty is faulty during the warranty period, we are more than happy to take care of any of our customers, so long as they pay for the trip charge.  We do it day in and day out, and we charge all our customers a trip charge for every service performed, regardless of whether it is under warranty.
  

  ***** and Jessicas claim that we failed to honor the 3 year warranty is patently untrue.  The main issue is that they simply did not want to pay a trip charge for a technician to come out.
  

  Nothing out of the ordinary has happened here, except for that ***** and ******* dont want to pay a trip charge, and sadly, they think that our company is lying to them about the Aquanova Ozone + ** Spa Sanitizer having a 1-year factory warranty.  If they took only a few minutes to read and understand the warranty and the warranty terms on the invoice, all of this would be clear and there would be no issue.
  

  In summary, this should be a very normal situation that could be taken care of quickly and easily if ***** and ******* would accept the fact that there is a trip charge and that the Aquanova component is a wear item that needs to be serviced and replaced periodically.  We are ready, willing and happy to service any of our customers hot tubs, including theirs, so long as they are willing to pay for the service.
  

  Thank you for taking the time to read and review my response.
  

  With regards,
  

  ***