Complaints

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• Initial Complaint

  Date:03/04/2023

  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: ********
  
  
  
  I am rejecting this response because: I don't agree. 

  The spa Eric and I owned had the same waterfall, same issue.

   I did sell it but i can go get a pic if you'd like ,Slash Works used that excuse yrs ago and never ever did fix it .

   (Kept telling me they had to redesigning a better one and that they were in the process of doing so )) 

  The spaw *** and I own has the very same water fall and it feels like history is repeating itself ....As Slash Works was still telling us they have to redesigning a better one. Same reply .

  You would think after 20 some odd yrs the redesigning would have come to fruition

  You said you have some there but have not made arrangements to put it in yet .

  I really do like the tub , but feel Spash Works  should of said something at the time of purchasing the recent tub we bought .

   At the very least you could of said some tubs are having a waterfall issue.  

  Then I could of proceeded as to whether or not to purchase a new one and go through this again .

   I woulda went somewhere eles .

  That's 2 hot tubs with the same issues and alot of money .

  Very dissatisfied at this point and feel like I'm owed some kinda conmpsation aswell as the waterfall being fixed asap.

  It's not a very good feeling when you tell people you spent $13,255.00 on a beautiful hot tub...and they say what's wrong with the water fall .

  Then you tell them that you bought another one for 17,650.00 with the same issues.

  Then they tell you you were a fool to buy from Splash Works again .

  The communication between us ,you and the service tec.( ***** ) is absolutely terrible , which makes things more confusing. 

  I'm sorry *** but I'm not satisfied with yr reply

  
  
  
  
  Sincerely,
  
  
  
  ******* & ***** *****

  Business Response

  Date: 03/04/2023

  We have been working with ***** Spas (the manufacturer) to find a fix for the waterfall. They have not completed a fix yet. The *****s are on the list of 4 customers that we are waiting on a repair for the waterfall.  We have communicate this to *****s.  This is a manufacturing issue and is covered under the manufacturer's warranty.  The ******* are welcome to contact us directly or ***** Spas if they require more information. Note* The original hot tub was purchased in 2001 and had a completely different waterfall than the newer hot tub, this issue with the 24" waterfall has only appeared with some spas manufactured in last few years.

  ***

  Business Response

  Date: 23/05/2023

  I was wondering if *** could come into the store for a conversation.  He attends the store regularly and I would like to talk to him in person about this issue .

  ***