Complaints

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased two hot tubs and a swim spa from this company. While still under warranty they came out many times for repair. Now not under warranty we have spent thousands of dollars on repairs and they still do not work. The swim spa leaks. They have been out twice in two weeks to fix the same problem and its still not fixed! My entire swim spa has completely leaked out twice after they fixed it. My foundation of the house is damaged due to the water leaking after their repair.

  

  Business response

  10/02/2024

  9/8/23: Evaluated all tubs and repair quotes. Beacon hot tub (downstairs) - needs new heater (possibly pack) and a pump, 56 frame, and maybe new topside will need to get up and running after the repairs to see what all it needs beyond the heater and sensors. Eagle hot tub (upstairs) Tried resetting the breaker but could not access the breaker to turn back on. Told customer to flip breaker back on when he gets home and see if the HR code goes away. If it doesnt, needs new pack and possibly pump. If it does go away we will need a possible pump and/or new heater.  After speaking with customer, customer wants to know if it might be worth it just to buy new tubs. Bubba - Waiting on *** to see if he wants to trade in two hot tubs and get a new one or fix one or both of the existing spas. **** will need to go to house for construction quote. 9/23 - *** texted to confirm he wants the swim spa cover. They decided not to move forward with replacing the older spas knowing there may be more issues down the road. Have not decided to repair other two hot tubs at this time.
  
   
  
  8/21/24: Kodie came out to look for a leak. Swim Spa was empty upon arrival. Started filling swim spa. Found a leak coming from the heater unions. I removed the gaskets that were bad. I replaced them with new ones and continued filling tub. After talking with the customer he decided to fill it up on his own and will call if there are any more leaks.
  
   
  
  9/5/24: Customer said swim spa is still leaking. ******* & Kodie stopped out and upon arrival, the swim spa was over half empty this makes it difficult to be able to run spa and locate all leaks.  Found a leak coming from a gate valve. We replumbed it and the hard plumbing sections off of it. Spoke with customer about refilling and letting us know if any other leaks show up. 
  
   
  
  9/13/24: Customer is still having a leak in swim spa very frustrated. Bubba spoke with her and explained the importance of having spa full when we get there so we can locate all leaks with spa pressurized. She is worried about all of the water affecting their foundation. Sent Service Manager on this call to make sure nothing was missed - ***** and Kodie:
  
  Swim Spa - Upon stopping out the tub was already drained down and was about 1/2 of the way filled. As soon as we got there, we started filling so that we could fill the tub up the rest of the way and actually run the pumps and everything. We removed all of the panels and looked for leaks. We found multiple leaks. There were another set of broken unions and a couple of unions that needed tightened and gaskets in need of being replaced. We also found a leak coming from the wet end of one of the 2 1/2" pumps. That pump will need to get ordered and replaced. We got the swim spa filled and got it running. Did not see any other leaks aside from the pump that needs replaced.
  
   
  
  Hot tub downstairs - We replace the power pack and the topside as these were already diagnosed as bad from last year and the customers are now deciding to get them fixed. We tested everything before replacing anything and found the power pack and topside to be unresponsive and need of being replace. We replaced everything and everything was working properly and heated up to temperature while we were there. The topside overlay is a different color as the old topside color scheme has changed. The customer confirmed that the change was okay.
  
   
  
  Hot tub Upstairs - Topside was displaying an HH code, which means that the tub overheated. Upon further inspection what was happening was the heater relay was getting stuck and not letting the heater shut off so it keep overheating and shutting the spa down to protect itself. This was the same issue that I diagnosed as bad last year when I stopped out. I replaced the power pack and everything is now working properly. I also did find a leak on the spa that I was able to cut out and replace while I was there.
  
   
  
  FYI - Customer has an open bill and once we receive the pump that is on order, we will be able to finish repairs and finalize invoice (estimated $3-4k for all 3 spas).  

  Customer response

  10/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* *****

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