ComplaintsforUnited Spas Manufacturing

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a hot tub from United Spas late 2022. ****** from sales was good and we felt well taken care of. Delivery was professional prompt and delivered when promised. We signed off that there were no incidents and we were 100% satisfied. After we signed, while the installers were picking up the trash, one of them noticed a broken corner piece and a missing trim piece. He notated the damage on some of the paperwork and said this would be addressed promptly (within a couple of weeks) and at that time they would deliver the owners manual that was missing (also notated). We did not hear back, so I tried calling several times. I only got voicemails, which I left and no one replied. I tried e-mailing them, and no replies. They finally contacted me March 15th 2024 to have them come out and service my spa for $299, that they wanted me to pay for ahead of time. I advised them that I'm not comfortable paying for a service ahead of time if they can't replace the damaged and missing parts from the delivery. I was told that she would get to her service manager on Monday and get back to me. Never heard back regarding that. Then I got a call June 28th 2024 from a new employee trying to sell me the $299 service, and I explained the same thing. Now I'm told there were no notes about the damage and missing items and missing owners manual and now my labor warranty is over. They want me to pay 1 hour labor AND the inspection fee (graciously lowered to $269) for them to look at the damage and missing items I've already sent pictures of via text to the last 2 employees trying to schedule service. I should not have to pay anything for them to fix and deliver the items from delivery. And the paperwork that had that info is not being found by United Spa, so they are saying it never happened. Did the installer just throw it out the window and now I'm lying trying to get a free owner's manual, corner piece and trim piece? I'll even pick the 3 items up and install myself if need be.

  

  Business response

  10/07/2024

  I have reviewed this customer complaint. As any business owner knows, it is very hard to find good help that will treat your customers with top of the line service, and represent the business as I (owner) would every time. There was a decent amount of turn over in the service department during this customers inquiry about two simple service requests. I am taking immediate action to help this client and have given him my personal cell for any further needs. This customer is very kind, polite, and reasonable. After a phone call he is willing to give me the grace we both believe is deserved to remedy his simple requests. He is scheduled to get this handled this week. This customer loves the spa and product, he just was not very happy with this lack of help from service department. 

   

  Respectfully, 

   

  Tim Kelly (owner)

  Customer response

  10/15/2024

  I am rejecting this response because:

  I would like to re-open or add a comment to complaint number 21999488. Tim from United Spa is still awaiting parts that had to be ordered and I advised him that I would update my complaint once repairs were complete and once I received the owners manual. So far he has made good progress in taking care of this issue. I would like to update once all repairs are done and owners manual is accounted for. Please reply to this email or call me at (209)614-3956. Thank you!

  
  

  
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a spa 1 year ago. Purchased speakers / stereo for spa now the speakers are not working. The company stated that they only warranty the stereo for 6 months. After researching the cost of the speakers I found out that I was charged over 800 for stereo however the the speakers only cost $25 each. When they delivered the spa they delivered the wrong spa to my house. Filled it up they came back removed the spa. Dont talk to ****** the so called owner. Has no people skills and is very rude. This company should be exposed for there poor business tactics. The spa was marked up to $16,000 then it was marked down to half being a floor model. Complete scam. Please look into this business

  

  Business response

  03/26/2024

  Thanks for reaching out.  We replaced the ozone water purifier for ********************.  All electronics are covered for 2 yrs.  In this case the spa was about 3 years old and the ozone expired due to customer overfilling spa and water backing up into the ozone causing it to expire.  Most ozone's can last up to 5-7 years depending on use if customer doesn't overfill.   Not only did customer sign on delivery day that he understood the warranty, but he also signed the service call showing the cost and saying he was 100% satisfied with the service.  We apologize for his frustration.  Sorry if he misunderstood.

  Customer response

  03/26/2024

  I am rejecting this response because: the communication has nothing to do with my spa.  My spa was bought less than a year ago  review the comments
  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  United Spas MFG, LLC. fraudulently charged my credit card for $539.36 with out notifying me. They charged a card I had used for a previous one time payment, but that card was not authorized to be kept on file. The technician *** lied about notifying me that there would be a charge for a part that was replaced and I was under the impression that it was covered by my warranty. United Spas then altered the service agreement after giving me my copy. They only sent me a receipt for the 40 point inspection I paid for which was $299.00. I was never given a receipt for anything else and it wasn't until I received my credit card statement did i notice the charge. I have disputed the charge with my credit card company and am currently dealing with that.

  

  Business response

  03/26/2024

  We replaced the ozone water purifier for ********************.  All electronics are covered for 2 yrs.  In this case the spa was about 3 years old and the ozone expired due to customer overfilling spa and water backing up into the ozone causing it to expire.  Most ozone's can last up to 5-7 years depending on use if customer doesn't overfill.   Not only did customer sign on delivery day that he understood the warranty, but he also signed the service call showing the cost and saying he was 100% satisfied with the service.  We apologize for his frustration.  Sorry if he misunderstood.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a new spa cover & lift which cost us $1400 which United spa installed. The next day our spa wasnt working. My husband called *********** told him to try flipping the breaker switch which he did but it didnt work. They agreed to come out to see if they could fix it. My husband had a conversation with the owners wife (********) who, after a discussion, told him there would be no charge for coming out. Which seemed reasonable since it was right after theyd worked on the spa that it stopped working. When the service guy came out (today), he flipped the breaker switch & the spa came on. He was here for less than a minute & wanted to charge us $299. I told him that was absurd, that wed been told there wouldnt be any charge. I spoke to the owners wife who lied & said she had it in writing that my husband had agreed to pay $299. He never agreed to that. Nor did he ever see it in writing. In the conversation hed had with her she had told him wed be charged $99 & after he pointed out that it had been working before they touched it, she told him thered be no charge. I felt victimized & that the company tried to take advantage of us. I told them I was not paying that for a less than one minute service when wed been told thered be no charge. Later my husband called them & spoke to the owner (***) who was rude, my husband said he felt like *** was blackmailing him saying things like, you need us to supply you with parts in the future, implying you better pay up. *** pushed & pushed until my husband felt intimidated & coerced into agreeing to pay them $99. To add insult to injury, even though United Spas had originally told us we could pay the $1400 in two installments, *** told my husband in the same conversation today that they decided not to allow that after all & we had to pay the full amount immediately. This is very unprofessional behavior. My *********** are very upset with how we were treated. The company lied to us & wed like our $99 back.

  

  Business response

  10/13/2022

  This customer called in for a cover and lifter. We sold them these items which we installed to perfection. We then got a call from the customer a few days later stating that they had an electrical issue with the spa breaker. This situation clearly has nothing to do with a cover and cover lifter. This would be like stating you got your car tires rotated, and now your stereo in your car does not work (very different things, and the purchased items have nothing to do with the breaker). The customer agreed to a service fee of $299 for the technician to come out and evaluate the issue with the spa. Technician got to the home and eventually diagnose the issue was a breaker that had tripped. The customer immediately started they would not pay for the service technician to flip their breaker back on. I gladly explained that its our standard service fee. We charge $299 for every service call which helps pay for fuel, wear and tear on the vehicle, wages, and other cost of doing business. This customer lectured us about doing the service call complementary because it was a "simple fix". What the customer does not want to understand is there is still a cost of doing business, and the time, labor, expense, and effort put forward to drive two hours away to their home is not free. I ended up settling the balance to $99 for our time and drive out to their home. I do not believe this is fair and still think they should be paying the full $299 for the service like all the other customers do when using our services. 

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a $13,995 swim spa at United Spas, represented as same age/features as one I scheduled at another *** but had trouble hiring a crane for delivery. *** told me he handled delivery personnel & didn't need me to bother with that. Last one, can't hold til paid for. He forcefully upsold me a new cover for an additional $1,495, saying his idea of good condition may differ from mine. He didn't want to include used one. ****** called night before delivery stating I had to purchase a filter system separately also. She didn't tell me it already had a filter, nor what type, she just upsold me an ozone filter with bromine so that I "wouldn't ruin my new spa and void the warranty". Delivery was supposed to be ****am; they were 2 hrs late. I called to speak with ***/****** about these ******* ************** said she couldn't handle my concerns; they didn't return my call. The delay caused problems w/my contractors waiting. Supposed to do a complete set up, show me spa operating "as a matter of good customer service". 2 men w/airbags dropped spa off, breaking siding in the process. Didn't fill the spa/show it operating. Didn't provide bromine, filters by mail days later, not installed. Left a used, dirty, mildewy "loaner" cover w/no locks. When spa was filled, had silt & floating debris (like dead skin) a broken piece near one handle, dirt/rust around all ***************** At least 2 jets didn't work including one swim jet, 1 light only, no water features. When I realized the condition, I immediately sent messages to ***. He turned everything around on me, claiming I had regrets on cost, etc. Told me afterwards, cover on 4-6 wk. backorder. I immediately cancelled it. The spa says 2018 on the motor, not the 1-2 yr old spa I thought I was purchasing. I have disputed on my credit cards and want it returned. Bait & switch for sure. I think it's his M.O. based on previous complaints.

  

  Business response

  07/22/2022

  Tell us why here...

  Ive done this for 37 years and never had unresolved matters or something we couldn't solve.  I am not exactly sure what you're wanting or asking for so let's start with solutions. My guys will be out next week to fix siding on Swim Spa that they damaged.  We planned to do that as we mentioned on delivery. We were going to do it all when we brought out the cover you purchased.   By the way, your new cover has arrived if you decide?   You seemed to be ok with all of this delivery day.  We will fix the broken handle as well.  My apologies.  Your invoice shows you never ordered special lighting or water features.  For the late arrival let's install a large led light that changes colors and gives you different light displays.  We truly apologize for being late. The good thing is, its all fixable.  We will clean out the inside of the spa for you as well.  The day after delivery, you called to say "cancel the cover," as you want to keep the loaner cover at NO CHARGE and now you say its a terrible cover??.  That cover is for that reason, loaned out until back-order covers come in.  We can't give that for free because it's the only loaner we have in that size to loan out.  I will beat all cover prices if you want to price match a 27r rated cover.  As you mentioned to *** you could get a cover cheaper.   Im a bit confused on this matter.. Again just need clarification so we can fix this...  All used Spas that go out get a rebuilt pump. Your pump has been rebuilt.  All Swim Spa's come with 2 screw in filters. We mailed the filters..  Let me know if we need to get a tracking number on those.  Please do not confuse filters with the ozone water purification system (optional feature). Ozone is just an option. Most customers go the ozone route over chemicals as it extends the life of your Swim Spa. I was just saying if you damage your spa from chemicals those parts are not covered under warranty.  By going ozone you also save about $200 per year in chemicals and your time is valuable too.  You did not have to purchase that. It just makes life easier.   There are so many other options as I never know what I should offer or what I shouldn't.  There are about 20 other possibilities that you can add to a swim spa. There is some customers get mad because they weren't offered ozone from before delivery.  Its the old saying "Darned if you did, Darned if you didn't".  I sincerely had no idea you were going to regret this upgrade later.  Please let me know where I can help.
  
  
  Lets work together and solve this!
  
  

  Sincerely,

  ******
  
  

  Customer response

  07/23/2022

  I am rejecting this response because:  *********** is trying to insist I do contact via phone, where I cannot prove that they have lied to me.  I insist on communicating via written response due to the mis-statements they are making to you and to me.  I DID NOT RECEIVE WHAT I AGREED TO PURCHASE.  They have (in writing and by phone) refused to cancel the back-ordered cover and/or provide ANY refund for any reason.  They are insisting they come onto my property to take back the only cover I was provided. I must wait 4-6 weeks for a new cover costing an additional $1495 which I have cancelled because they said it would be delivered WITH the spa.  They have caused me to be in violation of law by not having a locking cover.  They are insisting they come to repair items which A) I have already had to pay someone else to fix, B) cannot be fixed on site, C) cannot be fixed at all.  There is nothing they can do to correct the fact that they did not sell me the spa I was purchasing.  They delivered a 4+ year old spa that isn't working or suitable for my needs.  I did not agree to purchase a 4+ year old spa for any price at all. There is only one way to correct their mistake:  Take the spa back and give me a full refund.  They will then be able to sell it for whatever price they can to someone else who is willing to accept a 4+ year old spa for that price.  It is way over-priced for market value despite the present situation with spas.  They are handling this in the same disreputable way they have handled all previous complaints.  They keep saying they've been doing this for 37 years.  Well then, it's time they were stopped from scamming other innocent consumers out of hard-earned money and time.  I see where those complaints ARE NOT resolved to the customers' satisfaction regardless of what they are saying here.  My health does not allow me to be pressured and bullied by these people to accept something that I originally purchased to aid in my health problems.  I will, however, fight this until they do the right thing, and that is take it back and issue me a refund.
  

  

  Business response

  07/25/2022

  We are sorry for the way you feel

  We totally agree with you, WANTING EVERYTHING and we have done that.   We also want to tie up these loose ends this week, but you refuse to let us.  

  We loaned you a used cover which had locks on it but they need to be screwed in by the customer.  Your new cover is in and we have sent several messages trying to deliver but you refuse as you said you can find for less.  I truly believe if you look around for a cover of this quality you won't beat our price... We said 4-5 weeks in case of delays (which you were totally ok with on delivery day) but received in in half the time.  You are refusing delivery.  

  We have asked several times in written requests that you allow us to fix the panels. You refused to let us in your backyard to fix or assess.  Why would you hire someone to fix something under warranty when the company is wanting to immediately come out to assess and fix if needed?

  You agreed to the price in a written contract before delivery and now that you have found another used one for less you have asked us in a (certified letter) to reduce the price and you will keep the swim spa.  Again, we want to come out this week at your convenience to address any concerns.  Are you refusing service?  If you refuse to let us even come assess, how can we try to resolve?

  This is strictly BUYERS REMORSE.  

  Again, Lets work together and get this resolved.  

  Sincerely,

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

  Customer response

  07/26/2022

  I am rejecting this response because:  ************ has an automatic answer for everything:  Buyer's Remorse.  You betcha. I have remorse that I bought from this company who lies about everything.  "We don't give refunds".  They did not sell me what they told me they were going to sell me so the contract is meaningless. ************ lied to me and did not provide the spa we discussed.  The spa they did provide had not been "refurbished".  I doubt they even ran it because it was very dirty inside when I got it and many of the jets do not work.  It had NEVER been cleaned or repaired after they took it in.  I never said I could get another new cover for less or another spa for less.  What I said was, I already had another better spa for less before I ever contacted United Spas as previously stated, and they told me I could get the same thing from them.  I expected the used cover that the other customer provided with this used spa would have been provided to me instead of pushing me to buy a new one.  I did not pay for another company to repair these items.  I had to pay for another company to come and show me what was going on because United Spas DID NOT.  I was told by United Spas that the debris inside would filter out in a few days.  It did NOT. I had to pay for someone to clean it, put the filters and bromine in because United Spas DID NOT.  There are NO locks on the loaner cover only clips with nothing to clip into.  No instructions as to what "we were supposed to do about it".  I did not accept the fact that the new cover was on backorder AT ANY TIME because I wasn't told until IT DIDN'T SHOW UP WITH THE SPA.  Of course, I won't let them on my property except to remove this spa because there are no ways in which they can fix the many issues or compensate me for the problems they've sold me.  I don't want any further problems or lies or charges from this company.  I considered the possibility of a generous discount since I could have purchased a used spa from a private party for half the price or less; HOWEVER, I also stated that I would PREFER they come get it and refund me in FULL.  The more I've found wrong, the more I've insisted they do this within the 10 days I've allowed.  They already stated at the beginning that they won't take it back or give me any refund, so the point is moot.  I only do business with reputable companies.  That is NOT United Spas.  Bottom line:  why should I provide them with the possibility of a long time frame for repairing things that I never agreed to accept in the first place.  That is BAIT AND SWITCH.  The contract I signed was not for what I received.
  

  Customer response

  07/27/2022

  I thought I sent you everything and it was pretty self-explanatory in the beginning.  Since this fiasco started, I've received 1 message from them that the new cover is at their facility as of 2 days ago.  I do not want it and cancelled it on the first opportunity I had to speak with them when it didn't show up on 6/30/22, 7/1/22.  I have continued to find things that are not working on the spa including numerous jets (one of the two swim jets isn't working also). It needs to be returned to their facility.  Most of these things CANNOT be repaired on site and I never agreed to purchase a 2018 spa, nor one with anything wrong with it.  It was misrepresented to me from the first conversation.  Let me be clear, if the spa had been in excellent condition as promised, I have no problem with the price.  However, the way in which they upsold everything was disturbing and deceitful.  THE issue I have is it isn't what was promised and completely the opposite.  A disaster.  They continue to lie and misrepresent to both me and the BBB.

  

  Business response

  07/28/2022

  Again, I'm sorry you're feeling this way and it can all be solved.  When would you like us to come out to look at it and resolve if needed?  We haven't been allowed to come out. there for your refusing service.   That swim spa was cleaned and tested, and everything was perfect when we left *******.  The cabinet is an easy fix.  We drove 2 hours to get to you and I'm sorry for the dirt that got in it in transportation.  We will give a free cleaning when you allow.  I'm not going to respond anymore.  If and when you are going to allow us to solve your concerns, please text or email.

   

  Best wishes,

   

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

  Tell us why here...

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i am requesting a refund for the cover that i was told was included with the hot tub $499 and the purification system that was not included $699. I reached out to the owner and he is refusing to refund this amounts and said if i could send him he recording of the video my son took as we where making the purchase he was recording a snap and i an clearly here same thing i heard from the sales men or the owners son i believe. I asked what about the cover and he said oh it comes with the cover and then he moved on to offer us an umbrella wish i refused due to the cost.I am also filing a dispute with my bank but hoping that they will help with the issue i trusted this company due to the high rating on there Yelp/Google review.

  

  Business response

  06/27/2022

  To whom it may concern.  Its shows clearly on the customers invoice that the cover is sold separate and the customer signed for all the items before and after delivery.  This only became a problem when the customers husband was upset with the wife for because he felt he could get a better price.  We guarantee our pricing and we wholesale.  It is total buyers remorse.  We would love to work with this customer but they have called our office blackmailing us that if we don't reduce the price by about $4,000 they will post bad reviews.  This is after delivery and signing completion of delivery.  We all know this is not what this platform is supposed to be used for. I have tried calling her since this was posted and she wont return my calls.

  Lets work together and all do the right thing.

   

  Respectfully,

   

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

• Initial Complaint

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 28 I purchased a spa at this company for ****, with all the add ons it totalled ****. I was also told delivery would be in two weeks and that someone from their scheduling department would contact me. Later that evening the sales person who is also owner, *****************, phoned me to let me know the spa I purchased did not included any sanitation system at that would be another ******. The next day I noticed on their website I was overcharged for the spa cover and lift that I purchased, I decided to cancel my purchase and request a full refund. This is less than 24 hours after the initial purchase, I spoke to *** who flat out denied my refund stating all sales are final and no refunds. No where in the store are their signs that show that all sales are final and no refunds. After speaking to ***** mother ***********************, she was able to make some adjustments to give me the advertised price listed on the website. She also told me at the time delivery would be in two weeks and someone from the scheduling department would contact me, this is April 29. May 3, I called ****** to schedule delivery because no one called me. Delivery scheduled for June 17. On May 13 I disputed the charge with my credit card company. Further, this company uses bait and switch tactics luring customers in by false low inventory. When in actuality they are selling the same floor model mutiple times, failing to meet promises of a 2 week delivery. I did not receive the item, therefore need ******** refunded.

  

  Business response

  05/23/2022

  To whom it may conce,

  Ive always come from an old school mentality that the customer is always right. In this case I assure you there are some misunderstandings and I am here to make things more than right. Im the owner, ***********************.  First of all we guarantee that she will not find a spa built like this for less money.  She found an old sale online with prices from years ago. Since this was corrected. Even though it was not an active sale we went ahead and honored the price.  I told her in several text messages which I have to prove,  get your electrical done so we can put you on the delivery schedule.  By having electrical done we are able to give the customer a full and thorough walk-through on how to operate their new product.  She then contacted me my office stating that she was ready with electrical and ready to be scheduled.  This was May 11th.. We told her June 10 we would be out there to deliver her spa. She was not happy with that date. Never did June 17 come out of my mouth. I also told her the first person that reschedules I will move her up in the schedule which happens often do to lack of available electrical an concrete people. It wasnt our fault at first she couldnt get electrical done in a timely manner. She called our office on May 11th and demanded immediate delivery.  I told her to bare with me and I will work really hard and try to move her up on the schedule. She agreed.  The next day she text me saying she wants to cancel her order and full refund. I explained to her all sales are final and it is on her written contract in big red bold print plus posted in our office.  There was no response I then had a customer push their delivery back and as expected I was able to move ***** up. I tried to reach her and she would not respond. I even called and sent text messages to her husband telling them the good news of being moved up to Monday the 23rd which is actually today.  This is actually less than two weeks from when she called in to schedule saying electrical was finished.  I have done everything I can. Im still working to try to help these people get in there hot tub tonight. Lets work together and get this done! 
  Sincerely,***********************

• Initial Complaint

  12/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a hot tub with an ozone type system in June 2020. I dont know much about how these work but I questioned whether it was working on 8/20/2020. I got no response. Nov 30, 2021 I had the spa serviced by the companys service person for $200. They said the ozone system was not working and a new one is $500. If I dont use theirs my warrenty will be void. At the time of purchase I was told the hot tub had a 10 year warrenty. Now they tell me the warrenty on the ozone system is only 1 year. So they will not cover the ozone system which may never have worked. They were disingenuous about the extent of the warrenty and did not provide an opportunity to insure the system was functional to begin with. I had no expertise to realize o had an issue. I would like them to provide me with a working ozone system and not charge me another $500.

  

  Business response

  07/28/2022

  I forgot to mention there is nothing wrong with the jets.  Every jet in the spa can be turned up, down or off.  The jet is simply in the off position which we will be glad to walk you through over the phone or when you allow us to come out and show you.

   

  Best regards,

   

  ******

  Tell us why here...

*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. ↩