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          Business Profile

          Hot Tub Service and Repair

          Hot Tub Warehouse

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Hot Tub Service and Repair.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            01/04/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            On October 21, 2023 I purchased a Gecko Aqua Flo XP2E 2HP pump for my hot tube. When I received the pump and my hot tube repair man arrived he checked the pump out by adding water to the housing. He discovered the pump leaked and was a manufacture defect. Told me I should return it to Hot Tub Warehouse. When I contacted Hot Tub Warehouse they told me I had to ship it to the manufacture to be evaluated. The cost to ship the pump was $108.41. I was told it would be 3 to 4 weeks for evaluation and if the pump was bad I would receive a full refund and my shipping charges. After 4 weeks, not hearing anything form Hot Tub Warehouse I called them and they said it is 4 to 6 weeks to hear from the manufacture from the date the manufacture received it. The manufacture received it on November 22nd. After contacting Hot Tub Warehouse each time they had a different excuse as to why I had not heard from them. On January 3, 2024 I received a e-mail saying they were returning my initial cost of the pump. When I sent them the invoice for the shipping cost that they required me to do they replied they will not cover the shipping cost. I am requesting the reimbursement as I was initially told they would for the shipping costs involved by them selling me a defective product.

          • Initial Complaint

            06/21/2022

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            Purchased a pool heater and discovered it was too small for our pool. Called company, received a return number and returned item. Company stated when package was received it was damaged. Requested company to file dispute with postal carrier, company refused stating it was shippers responsibilty not receiver. Asked several times for them to refund my item and file dispute with postal shipper, again refused. Company decided they would ship damaged item back to me ?? Requested pictures of damage of box they received and customer stated "they couldn't get pics before it was sent back out and they apologize". Asked them to send as insured package, they again refused. Package arrived back in even more damaged condition. Intake and output ports completely loose and damage to top of heater where inside of heater is loose. I now have a useless non working pool heater and no resolve. Customer service VERY rude and kept hanging up stating their headsets were malfunctioning. Emails received were VERY rude and snide. Requesting full refund of $879.

          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. ↩

          BBB Rating & Accreditation

          F

          This business is not BBB Accredited

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          Years in Business: 7

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          471 S Deseret Dr, Ste 2

          Kaysville, UT 84037

          Visit Website
          (801) 494-5446

          Customer Complaints Summary

          4 total complaints in the last 3 years.

          1 complaints closed in the last 12 months.

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