Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a ******* spa in 2023. Since the beginning, we have had issues with the panels that keep on warping an the control panel malfunctioning within 6 monthly of purchasing the spa. The panels have been replaced at least four times. We are tired of dealing with long wait times to get the panel replaced and the panels constantly warping. We are now asking that the company pick up the defective spa and refund us our money. We are still within the warranty period. We just do not trust the product any more. I sent a letter to the company asking that they contact us to resolve the issue. We get emails back stating that someone will call us but nobody ever does. Every time I try calling the company, nobody answers, you can not leave a message because the mailbox is full. I feel that they are just paying games with us. We need a resolution to this problem. Please note that I tried to download supporting documents but the file is too big and it will not let me download. I can provide all documentation at a later date if needed.

  Business response

  12/10/2024

  Hello,

  we are sorry to hear that you are experiencing a less than stellar experience with one of our products.

  We are the manufacturer of a wide range of luxurious hot water products are taking great pride in our products as well as our outstanding warranty covering our product for a long time. Our products are sold and serviced by world class dealers that are independently owned and operated. 

  If you have questions related to your sales contract, we would like to invite you to reach out to the contracted dealer who sold you the product.

  As far as questions related to your warranty are involved, I'd like to ask you to reach out to us directly via e-mail. We'll do our best to find solutions to your current problems and make sure your product gives you years of satisfying service. 

  Thanks again for choosing one of our products and for the feedback provided, we appreciate your business.

  Best regards,

  Customer response

  12/12/2024

   
  Complaint: 22431802
  
  I am rejecting this response because:  I did reach out to them via emails and telephone calls.  I was told by customer service representative, ***** Panlillio, that her manager, **** *****, would call me back to resolve the issue.  I spoke with **** ***** who indicated that he would immediately send us a complete refund for the spa and that he would call us back to make further arrangements but he has never called back.  I left messages for ***** and **** to call me back to follow up on our agreement but we never heard back from them.
  
  Sincerely,
  
  Aldo & **** *********

  Business response

  01/02/2025

  Hello and thanks for the opportunity to clarify this matter,

  we did not promise Vita (the customer) a full refund, we generally do not interfere with sales transactions that are the sole responsibility of our partner dealers. We worked with the dealer to get her a refund which she did get. We told her the refund would come from the dealer not from us.
  As we understand the dealer has given her a full refund.

  Best Regards,

  Customer response

  02/03/2025

  The manufacturer's response is completely inaccurate.  **** ***** did indicate in a telephone conversation to due to our dissatisfaction with the spa, we would be completely refunded - now he is denying the conversation.  In hindsight I should have recorded the conversation.  I asked that he email me confirming our agreement.  He never did.  I have called and left numerous telephone messages to **** but he has failed to return my phone called.  AZ Patio and Spa (the local dealer in *******) removed the spa from my property on 12/5/2024.  They gave us a $10,000 check with the agreement that they would sell the returned spa and once it sold , they will issue a balance of $8,408.92 to us (within a reasonable time).  To date almost 2 months later, we have not received the outstanding balance.  If needed, I have a signed agreement from ******** & Spa attesting to the agreement.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased the Artesian Spa Tidal Fit EP14 from Juniper The Pool People with installation in May 2023. It has not worked properly since Day 1. During installation, they also damaged panels and the pool cover which was to be replaced and has not. This is our 2nd year of not being able to use the swim spa. Juniper had a qualified technician in 2023 who was knowledgeable, but we always had to wait 4 - 6 weeks upon each occurance to get him here. Early in 2023 we had a faulty touch panel, which was fixed as well as faulty lights. He replaced a union that was leaking. Even with these repairs, we continued to have a leak (spa does not hold water). In October 2023, ******* found additional lights leaking and winterized the spa. They were scheduled to come back in April 2024 to replace the lights. The qualified technician left and the technician who Juniper hired has no experience with swim spas (his words). Lights were replaced and circulation pump was replaced, but leakage continues. Inserted dyes into the spa and found a leak in the jet pump. In trying to remove the jet pump, the technician snapped the part off behind the jet pump making the leak worse. Now we can't get an answer from anyone. Juniper blames Artesian, however, we paid Juniper. I've reached out multiple times to Artesian with no response. This was a huge investment for us that we haven't been able to use, with no urgency on the part of Juniper / Artesian to address the issue. We would request the spa be fixed, but ******* does not have qualified technicians. Knowing Juniper has no qualified staff, Artesian should have immediately sent someone here to repair. We would like it removed at no cost to us and refunded in full. We've never been able to use the spa due to the continued leak. We/ve reached out to both Juniper and Artesian with no resolution.

  Business response

  07/02/2024

  Good Afternoon,

  I have recently taken over the responsibility of Customer Experience Director; have reached out to **** directly to attempt to resolve this matter. I called and left a voicemail for **** on 7/2/2024 at approximately 4:30pm Pacific Time. I will work directly with **** and the team at Juniper to reach an acceptable resolution to the issues that he is experiencing with this Swim Spa.

  Thank you,
  ***** ******

  Director of Customer Experience

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

  Customer response

  07/04/2024

   
  Complaint: 21886658
  
  I am rejecting this response because Artesian did reach out and ***** was extremely helpful and we did like there response they gave us but won't accept or close the case until spa is removed and check issued.
  
  Sincerely,
  
  **** ********

  Customer response

  09/24/2024

  The issue has not been resolved and Artesian has not communicated anything in regards to our spa. Can't get any answers from Artesian or Juniper Pools [The Pool People}. They told me weeks ago they would have some documents for me to sign but haven't seen anything. They told me the removal of the spa would be mid October but haven't heard anything as far as refund of our money. Both companies blame each other and both lack total communication and neither one seem to care or take the blame for an obvious defect in their spa. It's now been 7 months with no conclusion. Totally frustrating for us  and poor customer service.

  Customer response

  09/30/2024

  We have come to an agreement with Artesian and Juniper Pools regarding our swim spa. With this agreement they ask we remove any posts with the Better Business Bureau and the ***** of Agriculture Consumers Protection and any other social media posts we have out there. How to we remove our complaint and any posts we have out there with you? Both parties have agreed to this and want to move forward with this and settle this peacefully.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a ******* *** parent Company Artesian Spas, the spa has needed parts and repairs since March of 2023. I previously filed a compliant with the BBB in September. I was contacted by a representative (see email correspondence attached. The email said that they shipped a new micro silk pump at the end of September, my dealer (Splash Pool and ***s ************, **) said that they have not received the new pump. I have tried contacting the Artesian representative via email and phone calls who said the pump had shipped and I cannot get a return email or phone call. The problems with the spa have worsened as the spa is now frequently tripping the feed breaker and it is getting cold in ****. I do not want a spa full of ice. Ordinal compliant following: Complaint ID: ******** The Micro Silk Pump on our ******* *** is not functioning correctly. The local dealer says that the pump needs replaced and requested a warranty replacement from ******* in March of 2023. A replacement pump still has not been received by the dealer. The dealer claims that ******* continues to show the pump on back-order. I have attempted to contact ******* directly and have left two voice mail messages with the warranty person I was directed to call when I spoke to a representative at *******. The warranty person (I have his name and can provide) has not returned either call. The ******* *** we purchased was a top of the line spa and I would not expect to have to wait months for warranty parts replacement. The Micro Silk Pump option cost nearly $2,000.

  Customer response

  11/06/2023

  There has been no additional communication from Artesian/Marquis Spas, they have been totally unresponsive.

  Business response

  11/06/2023

  I believe this issue has been resolved and the dealer has scheduled repair with the customer. 

  Customer response

  11/07/2023

   
  Complaint: 20759862
  
  I am rejecting this response because: My dealer does not have the replacement pumps and there has been no follow up repair scheduled. Artesian/******* has yet to perform the warranty obligation of supplying the replacment pumps to the dealer and the dealer has not scheduled and installation date and refuses to do so until it has possion of the needed parts. Supposedly as per the email attached in the orginal complaint a pumps were to be shipped in early September, that was obviously a lie and we still do not have the replacment pumps.
  
  Sincerely,
  
  ***********************

  Business response

  11/09/2023

  We have shipped the items. We recommend scheduling service with the dealer the spa was purchased from.

  Customer response

  11/14/2023

   
  Complaint: 20759862
  
  I am rejecting this response because: The dealer (Splash Pool and Spas) has no knowledege of such shipment and will not schedule service until parts are in hand. Further as you can see from the email I attached orginally the parts were supposed to have shipped in September and that response was obviously not truthful so what assurance do I have that the parts have in fact shipped this time. Artesian/******* could send proof of what parts have shipped to the dealer and tracking information through the BBB to me as proof that would be great. 
  
  Sincerely,
  
  ***********************

  Business response

  11/16/2023

  The pump was delivered on 11/03. The tracking number is 1ZC1E2300305890072. 

  Customer response

  11/17/2023

   
  Complaint: 20759862
  
  I am rejecting this response because: I have been waiting since March 2023 and it is still not installed. By the way it is two pumps we need, the Micro Silk Pump (since March of 2023, does not run at all) and Pump #2 (making a terrible noise starting in July 2023). Not sure what is going on, it should not take months for a company to supply warranty parts and I was obviously lied to in September (see email orginally attached that the pump had shipped). Did one both pumps supposedly arrive on 11/3. The dealer has not scheduled replacment. I am caught in the middle without a properly functioning hot tub.
  
  Sincerely,
  
  ***********************

  Customer response

  01/10/2024

  From: *** LoBianco 
  Date: Tue, Jan 9, **** at 3:37?PM
  Subject: RE: BBB Complaint ******** - Artesian Spas
  To: ******************* <****************************************>
  
  *****
  
  Thank you for the follow up. Artesian did ship the pump to my dealer, however the dealer has still not successfully installed the pump. It is installed but all there are some fittings leaking and it is too cold in **** to actually work on it. Both Artesian and my dealer are incredibly bad merchants!
  
  Thanks
  
  ***

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Transaction Date: Bought 3-16-21, Delivered 5-5-21, paid $5000 down, $11,215 on delivery.-Amount of transaction: $16,215.00 -Artesian Elite - ******************* Spa Tub with Wi-Fi Module with 5-year parts, labor, plumbing, and electrical warranty. Fully loaded Tub.-Spa has developed several defects beginning within year one and most recent within the last few months. 1) Service Panel fell into pieces and need to be replaced. 2) Wi-Fi Module was never delivered. 3) Control panel is intermittent, does not respond and has lines in the display. 4) Underwater, light fell out and caused a significant leak. 5) Direct Flow control panels coming loose causing leaks.-We have called the dealer repeatedly for service over the last ***** months. They promise a technician over and over and one never shows up. We recently contacted Artesian Spas directly. It has been 12 days 9-14-23 since we contacted their warranty department. We have followed up once 9-18-23 and have received no response. We are getting no response and no warranty support. - Artesian nor its dealer in ************, *********** ** ********** has done anything to resolve our issues.- No Acct or order numbers but we have all receipts.- No other information

  Business response

  09/27/2023

  Artesian will reach out to the customer for resolution.

  Customer response

  10/03/2023

   
  Complaint: 20661076
  
  I am rejecting this response because:

  1)     I never heard from Seaside Pools for over a week after Artesian said they would call me the next business day to set up a service. 

  2)     I finally looked them up and sent in a website inquiry explaining that Artesian had told me that Seaside would be taking care of my warranty issues.

  3)     They finally called me two days later telling me the soonest they could get to me was Nov. 16th, 2023. We have been dealing with this issue for over 1 year now and they are telling me I will need to wait another 1.5 months...unacceptable.

  4)     They told me they would send me an e-mail confirming my appointment and that I should reply with a full explanation of my issues with pictures, I agreed even though I have written out our defects several times. It has been two days, and we haven't seen any e-mails from Seaside Pools. They said they had my e-mail address.

  5)     All of this gives us little confidence given the past that our issues will be resolved by Seaside via warranty.

  6)     It seems the Wi-Fi module is being held captive by Artesian. They said they would provide it but wanted us to remove the complaint first. We will not remove the complaint until our issues are resolved completely and to our satisfaction.
  
  Sincerely,
  
  *******************

  Business response

  10/03/2023

  ************,

  I understand the frustration caused by the extended timeline for scheduling a service appointment. Unfortunately, the dealer you purchased the spa from is no longer a dealer and hasn't been able to assist with resolving your issue. Please accept my sincerest apologies for any inconvenience this has caused you. We are actively working to address the backlog of service requests and have taken steps to expedite the scheduling process.
  
  Regarding the Wi-Fi module, we appreciate your patience in this matter. We are absolutely open to sending you the Wi-Fi module at no charge, even if it was not originally ordered with the spa. Our team is dedicated to providing the highest level of service, and we will work diligently to address your concerns. We understand your commitment to keeping the complaint active until your issues are fully resolved, and we respect your decision. We will continue to work with Seaside until the matter is resolved.

  Regards,

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

  Customer response

  10/04/2023

   
  Complaint: 20661076
  
  I am rejecting this response because: It seems the warranty work has been turned over to ******** **** in Golden Eagle, MO? We drove to this vendor, and he informed us that Artesian had contacted him after I wrote ***** and e-mail this morning. Seaside called me after I outlined all of the defects, and they told me they would not be servicing our spa as they had not sold it to us...their "policy." 

  *************************** the owner confirmed that Artesian would ship him the parts needed and pay for the tech labor and trip to repair it.

  1) Service entry door with cut-out for radio and screws and hardware needed to attach panel to tub

  2) Main Control Panel

  3) Large underwater LED light assembly (directly below the control panel)

  4) Whatever needs to be done to re-attach the DIRECTFLOW PERSONAL CONTROL SYSTEM control panel to the interior of the tub

  5) Wi-Fi module
  
  Sincerely,
  
  *******************

  Business response

  10/05/2023

  ******** *** has agreed to service **************** spa.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the noted Jacuzzi from Summerset, manufactured by Marquis ***** The unit does not function and cannot be repaired. We have requested an exchange, but the seller fails to send a replacement. All contact with Marquis **** has yielded no resolution. We demand an exchange of the unit immediately. This matter has not been ongoing since the delivery of the unit on August 3, 2023.

  Business response

  09/18/2023

  Good afternoon,

  
  The spa will be replaced under warranty by the customer's dealer.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a spa from artesian spas and promptly signed up for the warranty. Hot tub has begun leaking and is still under warranty. Have tried numerous times to contact the company; called mult times, sent e mails..no response...can't get a live person on the phone. Would like resolution on this and for them to honor their warranty.

  Business response

  05/04/2023

  I have emailed the customer directly.

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Artesian Spa Quail Ridge model, purchased about 2 years ago, with 5 year warranty, has been leaking for the last year or so. Warranty Service is ineffective and the spa still leaks a couple of inches a day. The store where I bought the spa has since sold out to a new company, and his last "repair" was to add stopleak to the water. It still leaks, after 3 visits for the same malfunction. Last week the factory gave me 2 contact numbers for repair, and BOTH authorized service dealers told me that the factory had pulled their contracts YEARS ago, they no longer service Artesian. No other options were offered, and no authorized service personnel are available in my area.I have repeatedly contacted the factory. First was ***** in the warranty department, and there was no resolution. Next was *******, who gave me the service dealers that no longer service Artesian. Now I am contacting BBB. Next is legal action.My spa is NOT for a party with the boys on the deck. My spa IS for medical therapy, since I suffer from polio. It is necessary to use it daily to remain mobile.For the past year I have been forced to share public facilities for therapy. My goal for this investment was to gain access to private therapy whenever I need, no appointment needed. Warranty means zero to this company. I fully regret choosing this manufacturer, and their warranty is what initially sold me. Their warranty agreement is a lie.

  Business response

  03/08/2023

  I am sorry to hear that **************** is having a hard time finding a service center near her location. I will reach out via email and attempt to resolve this issue.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ************** from Artesian Spas stopped working after less than 2 years due to an electrical failure. Artesian has said they will not honor the 3-year warranty unless we use an approved warranty service technician, but the only two technicians that supposedly service my area say they do not service my area. I paid for another spa company to come look at it, and they identified the failed part, HOWEVER, Artesian cannot even tell him when the part will be available, despite the fact that my spa *** says it's a very common part. It's been since November 2022 that it has been a brick in my backyard. I would Artesian to 1) Provide the part to my technician 2) Refund me for the expenses to date for the service call and winterization (approximately $400). Failing that I would like them to deliver a comparable spa and remove the broken one.

  Business response

  03/01/2023

  This complaint stemmed from miscommunication with **************. We have shipped the warranty parts at no charge and will cover the labor costs at our standard rate. 

*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. ↩