ComplaintsforPreferred Pools & Spas

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello we purchased a NEW hot tub June 18,22 it has not worked like new ever. The control panel has been replaced the have been out to our house 5 times to fix things and since the last leak was repaired in November they have to come out again to refill in insulation due to the rest being waterlogged and cold. We are in fear of this never ending battle of leaks and repairs and more damage. It is not a new great working tub it’s has gotten so dirty green brown foam in it the sides were prickly they said the cleaned it like new but didn’t replace the filters or foam insulation. They told us it has a silver sanitizer, this it’s true. This is at our 2nd home so that is very important to us . Now our new tub in just a bad memory preferred pools of Maumee communication has stop. She does not return my phone calls anymore. I have asked for a refund I called this morning January 23 and ask them to come back out because I am seeing icicles forming on the inside of the hot tub. he told me that was from the insulation not from a water leakage. I feel the company is tired of working with me and we are tired of working with them. we want a refund and them to come out and remove the hot tub from our grounds. This will save them time and money coming back-and-forth, which is two hours away, and our headache of the whole thing we walked away from Justin the salesman that day and said we don’t want it. He came out because due to the fact it was a second home and it would be hard to keep clean. He came back and told us that it had a silver sanitation system in it which is a very nice system That’s why the hot tub is so much so we thought it would be good for us as we are in our 60s and it has turned out to be nothing but a pain , we want , the hot tub returned, and our money returned we feel we have going over and above the needed tolerance of a new buyer, and due to the extreme problems with this we feel that Tub should be taken back and returned, and we completely refunded.

  Customer response

  02/03/2023

  [BBB Transcription via Email]

  Hi I have called preferred pools they are coming out the 2/6/23 to fix again a leak in tub the water levels are below the fill line. Again we have not been in it do to fear of electricity since even the wires are in water logged foam.
  When I called in January and told him of the ice sickles formed under the hot tub structure. He told me that was from water melting out of the water logged foam.
  Still dealing with a new hot tub should not be such a fear and bother.
  And to find the leak and fix it they will need to remove more foam aka insulation.
  Thanks *.****** 
  **********

  Business response

  02/04/2023

   We advised the customer that her electrical was not hooked up properly and recommended that she has her certified electrician come back out to install the wiring correctly.
  

  Customer response

  02/13/2023

  [BBB Transcription via Email]
  Complaint: ********
  
  I am rejecting this response because: 
  ******* ******
  2:05 PM (36 minutes ago)
  to me
  
  I have called master spas they still make that spa why didn’t she say oh my so much is wrong with this one we will replace it back in July aug or September now their lady visit in November.
  It’s been broken down so many times now when will they stop and still the foam need put back on and replaced when the water light part dries out. But now she won’t come out and fix it.
  Thanks ** ****** 
  
  Sincerely,
  
  *** ******

  Business response

  02/19/2023

  At no point did our company nor the manufacturer tell her there would be a replacement spa. That is why the warranty is in place. The spa had one leak and it was repaired at no cost to the customer. 

  Customer response

  02/21/2023

  
  Complaint: ********
  
  #1) I am rejecting this response because: I did not say they offered to replace the spa I said they never offered to replace the spa even with that many things going wrong with it.

  #2) they have been out to our home 5 times starting on July 28,2022 and lay visit wave November 2022and it still leaks they told me to watch it and keep adding water because they would not be out till my complaint was resolved.

  they have changed out the control panel that didn’t work on that New spa.

  the tire away foam and replaced a pip we had to wait on that for a week. They came back it was still leaking when we turned it on full jets-they came back again in September 15 not sure if they fixed it all due to the foam being water logged and the repair man got a poke from wet electric wires was out in November and had to drain tub to fix part and used our hoses to fill it again instead of bringing there own hose they used ours hooked it up to our hot water and destroyed the hose due to to hot of water. They never used that faucet they always used the front faucet were the hose is kept but since they had to wait on parts again it was winter and we had our things put away.

  im not sure why she is saying the only fixed it once when it took them 5 months or 5 times out to our property and there is still a problem.

  hum not sure why our story is different I know we are very frustrated with this.and wanted a working tub.this is way to much hassle to be having with a New spa. We bought a new worry free spa almost a year later the spa is not worry free from this company.

  Nothing of what we were told we purchased .

  we have only been in it 3 times since we got it it’s always broken.

  
  Sincerely,
  
  *** ******

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pd over 14,000.00 from Peferred Pools and Spas for a hot tub back in April 2022, had all electrical work completed and was ready to fill hot tub and there were 2 holes on the inside structure. They stated they had to order the acrylic repair and would fix the defects. Contacted the company the end of May, and my father has called 3 times since as I have stage 4 cancer and he has POA. They stated the part has still not come in and no compensation would be given for a defective unit. Asked them to just pick it up and refund my money. They said they would not do that! No one ever calls back and cannot tell me where or when the part will be in. It is now almost July and my hot tub sits empty and unusable! Yet I am still out 14,000.00! The customer service has been inexcusable. I would prefer they pick up the defective unit and not have to ever deal with this company again! I cannot afford to just give them over 14000.00 for nothing!

  Business response

  07/01/2022

  We have ordered the acrylic repair kit through the manufacture. When the customers father called and said they found a repair kit at home depot, we asked for him to send us the information and we would purchase the kit from home depot and come out to repair. We told the customer that we could not grantee that the kit from home depot would match the hot tub acrylic. We have been in contact with the customers father several times.  We informed them that the repair kit was indeed on order, and unfortunately beyond our control not in. We reached out to the manufacture and were informed that it would be shipped out from California and we should receive it within 1-2 weeks. We are working on getting this taken care of. As soon as the acrylic repair kit comes in we will be right out to his house to repair the hot tub. 

  Customer response

  07/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I originally called over 6 weeks ago! Was told the part would be ordered. I have stage 4 cancer so my father called to ask where the part was they said it was coming from California and could take a while. He asked for some compensation for the defective unit, which they replied that no compensation would be given! He did check at Home Depot, but because they said they couldn’t guarantee anything he did not pursue that. They also asked after the third call if he would like them to check on the status of the repair kit. Why after 7 weeks are they finally going to call on the repair kit! And why is there no compensation for a defective unit that has not been used and cost 14,000. Dollars?
  Sincerely,
  
  **** *****

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a hot tub/spa from Preferred Pools and Spas located at **** ******* ******, ******* ** on May 7. (prepoolsandspas.com)The spa was manufactured by Master Spas located at **** ******* ******** **** ****** **. (masterspas.com) I took delivery of the spa today, May 20 at approximately 9:30 AM. Upon filling the spa to approximately 80% full, I noticed water coming from under the spa foundation. I have contacted both businesses and left messages. At a price of $12,928.92, this is completely unacceptable. I want the defective unit removed from my property and a full refund in addition to the damages to the foundation and yard. This needs to happen within 48 hours or I will contact an attorney for guidance. I attempted to provide video of the leaking, mess and damage but you don’t accept that as a valid format. Please contact me and I will be happy to provide them.

  Business response

  06/15/2022

  The customer has been serviced and the problem has been resolved.

*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. ↩