Complaints

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• Initial Complaint

  Date:07/29/2022

  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 hot tub for therapy for my husband who was in a near death ATV accident on February 20, 2022. Lorie was extremely nice when I was in asking questions and deciding to buy it. Purchased on 4-11-22 price 9646.94$, it hadn't come in yet so I waited until May 5th to have it delivered. I have had nothing but problems with it from the get go. I believe the other owners name is Mark, can't remember and he and Ashley were so very rude and not helpful at all I don't want to talk to them. When I complained the first time it was to the owner Mark, Tim or something, about the water being full of debris, he sent someone over to check it... on June 17-22, Mark came and said oh um I agree you should get a new filter and drain the water, clean it out and it will be just fine. The mother board to control the tub was blinking saying " CHANGE WATER" The tub was filled with leaves debris stuff from outside although I have to cover on and secured, I have a screened tent around it that is bolted down and always shut. There is no way there should be any sort of debris in the that tub. I mentioned my concerns that this tub wasn't sealed correctly when it was being built, the owner said " no way in hell that is not sealed, he blew me off". So I drained the tub, got a new filter cleaned it out as per the instruction I was given. Refilled, treated covered it up and checked the next day, still good. Did not tub that night, next day tub was full of debris AGIAN. So I figured it might be a seal problem, but then again it said CHANGE WATER, I did it again. So the tub was delivered and set up May 5th, 22, drained June 18,22, continuing problems, drained again did not call desert oasis because of the owners snide rude behavior from the prior encounter. Plus they charged me 110.00$ for sending someone out to check the spa and tell me what I already knew! I called and tried to talk to them about it a few days ago , I want to return it, because I believe it is defective, the owner said, Hell no I’m no taking that back , there’s nothing wrong with it. I don’t believe its his decision to take a defective 10,000 product back. 
  
  

  Business Response

  Date: 08/25/2022

  Dear ****** *********. 

  Good day ******, it is with deepest regret we have a complaint by *** ****. 
  She is truly a nice lady with so much that has been now put upon her with her husband's accident. 
  When Mrs. **** called, she spoke with Ashley. It is policy that we do not condone and will not ever condone calls with foul language and threatening behavior to the party being spoken to. In this case Mrs. **** was disconnected for erratic rude behavior. 
  With that said. The only thing wrong with Mrs. ****'s spa is a simple reminder that tells her to change water. This is as simple as when your coffee pot says change filter. You can ignore, reset for a later date, or decide to change the filter. This code that she was conveying the problem to be is nothing more than a factory set reminder. This is an industry standard reminder in almost every small to major appliance on the market today. 
  When we were allowed to come out. There was no debris? Her complaint was she is changing water all the time. That is simply not needed to do and is at the discretion of the homeowner. Again, nothing more than a reminder, and once again the customer can chose to change the water if needed? Change the setting? Or bypass it altogether. 
  We offered to come out and help her at no charge to change the settings and answer any questions she had. At this point she demanded a refund. Unfortunately, the spa is preforming perfectly and with a little care on Mrs. ****'s part to read the manual provided she can easily see how to control simple settings. 
  After 30 years of doing sales and service one might sympathize with Mrs. **** that this may be buyer's remorse. As I truly believe she has been burdened with so much now placed upon her. Unfortunately, as a business there are no legitimate problems to warrant any refund whatsoever. Or any problems with the spa whatsoever. 
  

  Thank you so kindly, I will also be calling you as well. 
   
  Best to you, 
  Lorie Z****** 
   
  

  
  

  Customer Answer

  Date: 08/26/2022

  Complaint: ********
  
  I am rejecting this response because:

  There was debris in the tub I believe I might have the pictures to prove it. I also have a couple of people not including Mark who came out and clearly saw it and told me to drain it and change the filter. He is your employee and knows what he saw but has lied or you have chosen to lie for him. Please don't think this is buyers remorse, I don't regret anything! There is something wrong with this tub, I don't care that you have been in business for 30 years, things happen to product unbeknownst to the seller of said product. That is not the "only problem" maybe you didn't understand the complaint.  It is not sealed and debris gets in the tub although it is continuously covered. It's from the bottom not the top. The tub is supposed to be sealed maybe it wasn't done at the factory.  I don't understand the problem with returning it? Does that count against you even thought it's defective from the manufacturer? Seems really weird,  " you understand how stressed" I am because of an accident, that was months ago and he is doing wonderful thank you very much. 

  As for ****** and foul language that's a lie to save her own butt. And your wonderful husband was swearing to and at me when I spoke with him each time " you conveniently weren't there". So why are you answering for him? Oh and I'm not nice, I except things to work correctly when they cost more than 500 dollars. I return things that aren't working, I don't pay for junk.

  
  

  
  
  Regards,
  
  *** ****

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]