ComplaintsforMotor City Hot Tubs & Outdoor Living, Inc.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased hot tub 2/19/22. Hot tub was delivered 6/2/22. Did not have my extra filter I purchased and was given a used cover, when I paid for a new one. Door on the back had a broken key in it upon arrival. Found Hot tub was leaking 6/4/22. Had multiple service calls through the months of Jun, Jul, Aug, Sept, until it was finally swapped with a new one on 9/19/22. Swapped tub also had a leak. Had to wait over a month for service. Had more service calls throughout Oct, Nov, Dec, Jan, Feb and ************ company had broke our privacy fence, my brand new hot tub cover from mishandling. They removed a good amount of insulation. 4/6/23 - company took tub to work on in shop to find leak.5/24/23 - tub dropped back off. All of Jun it kept tripping and still had a slow leak. Service ppl jammed the wiring so we had to have a master electrician come out and repair on 8/1/23. 10/5/23- service on 2 broken jets. This is when I was told Id have to start paying $150 for any services going forward.And to this day I still have a slow leak and the touch pad screen is giving issues.

  Business response

  03/06/2024

  Motor City Hot Tubs have gone above and beyond to help ********* out in any way that we possibly can.  To the point that we replaced her first hot tub that was repairable at our own cost.  We did not get reimbursed for that replacement.  The last service issue that ********* had was at no fault of the hot tub.  It was an issue with the electrical breaker and a licensed electrician had to come fix that issue.  Again that was not a cause from the hot tub.  We service all of our hot tub in the field.  The trip charge she is reffering to is to cover gas and wear and tear on vehicles.  Everything else would be covered under the manufacturer warranty. We are more than happy to send a service tech out to fix the hot tub.  At this point we do not know what the issue is or if there is an issue seeing as our service techs have not been there for this issue.  Anything that we can do to help we will.  I can have someone out there this asap to take a look at it.  Please let me know if there is anything else I can do to help resolve this issue. 

  Thank you

   

  ***

  Customer response

  03/11/2024

  Motor City Hot Tubs provided service on what was needed, as they sold me a dud. To say they went above and beyond is fabricating the service that was needed. This was a new tub at 22k that was leaking. Replacing it was their choice so to say they went above and beyond is a joke.
  My experience with Motor City has been awful. The electrical issue is the least of the issues that took place. They have more power than they lead on. *** lost 22k, and not willing to put another dime into this company. Ive had ***** service calls placed. Imagine if you were told you had to pay $150 for each. This tubs current situation could cause another 10 visits. This place needs to be held responsible for their poor choices and selling duds. 

  Customer response

  03/11/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Motor City Hot Tubs did not go above and beyond. They did what was necessary to resolve a leaking tub that I paid an arm and a leg for.  They replaced the tub at their own risk and between all the repairs ruined more stuff than fixing. They keep saying they cannot refund but yet they can lose money on swapping with a new one.  I would have rather them lose money by refunding me instead losing money on swapping.  This company is making millions while Im losing out on 22k. This is simply messed up. The people need to be warned of the quality of service and products.
  
  Regards,
  
  *******************************

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