Barefoot Spas

To Whom it May Concern,Mr. [redacted] contacted our customer service team on February 9th regarding a hot tub he had purchased through another manufacturer that was tripping his breaker. We informed the customer that we did not manufacture his product, but in the interest of goodwill, we offered...

to extend the terms and conditions of our manufacturer's warranty to the customer for the remaining balance of his warranty that was nullified when his manufacturer went out of business. We received authorization from the customer to dispatch a technician on February 18th (see attached), and our contracted service technician scheduled service for February 25th. Upon service, the technician noted that the customer needed a new heater. The technician also observed that the customer had drained the spa and had not properly cleared all water in the lines, which resulted in freeze damage. As stated in our terms and conditions below, misuse on behalf of the spa owner voids any warranty eligibility."This Limited Warranty is void if the Manufacturer, or its designated representative, determines that the spas has been moved from it’s original location, subjected to alteration, neglect, misuse, abuse, or freight damage caused by a common carrier; or if any repairs, have been attempted by anyone other than a designated representative; or if the failure is caused by accident, act of God, or other causes beyond the control of the Manufacturer. Neglect, misuse and abuse include any installation, operation or maintenance of the spa other than in accordance with the instructions contained in the owner’s manual provided with the spa including but not limited to the failure to maintain proper water chemistry, chemical balance, and the use of abrasive or improper cleaners."  As stated in our terms and conditions below, we advised the customer that because the heater is an internal component not manufactured at our facility, it is warranted by its manufacturer and he would need to contact them to determine if he is eligible for any warranty. "All other factory installed components not mentioned specifically are warranted against malfunction due to defects in workmanship and material for ninety days, (or the source manufacture’s warranty whichever is greater) from the original date of purchase. Any component not manufactured by Barefoot spas, is warranted by the source manufacture past ninety days from the original date of purchase."As stated in the terms and conditions and on the authorization signed by the customer, if evidence of misuse is found, the spa owner is responsible for all parts and labor. For additional information please see the attached authorization form and a copy of the terms and conditions.

To whom it may concern, [redacted] purchased a hot tub from Signature Productions, a Barefoot Authorized Reseller, that was delivered to his residence on 06/09/2015. He contacted our customer service department on 08/07/2015 noting that the jet two button in his topside was no longer operational. We received authorization from the customer to dispatch a service technician on 08/10/2015. We contacted a local service center, who scheduled service for 08/20/2015. Upon servicing the customers spa, the service company notated that a new topside control was needed. We received the serial number for the topside control from the customer on 08/25/2015 needed to get a replacement sent from the supplier. This information was provided to the supplier, and a replacement topside has been sent to the customers location (UPS tracking number [redacted]). Once the part has arrived, the local service company will be scheduled for installation. Please call if you have questions, thanks!

To whom it may concern, Mrs. [redacted] purchased a product we manufacture from a distributor. The customer states that they wish to have the "mode" option to control the pump run time and control electric costs, the "mode" on any topside does not control the run time of the pump, only the...

run time of the heater. The 2015 topside allowed the customer to change the mode to control whether or not the spa would heat when it was filtering or only "as needed". The 2016 topside has removed the mode functions, and the heater will always run on demand based on the selected temperature. The pump runtime is based on the filter cycle settings, which in the newer topside are also based on the temperature selected. The pump runtime has minimal affect on the electrical usage, and the longer the pump runs, the more efficient the spa is. With the pump running longer through-out the day and generating heat within the cabinet, there is less need for the heater to kick on and heat the spa.. which would have an effect on the electric. This is why an electric bill would vary based on the ambient temperature. Any questions regarding the purchase should be directed to the distributor, as they sold the product to the customer off the show floor and delivered it to the customer's residence. The distributor has procedures in place that require the customer to sign for the unit on the show floor and at delivery to confirm that they received the product in the condition that was promised.

[redacted],
My name is [redacted], I’m from the Pittsburgh PA area. I recently purchased a new spa at a recent sales event that [redacted] held in Monroeville, PA. I purchased the spa for our enjoyment but also due to the matter of some recent health issues of my wife (hydro-therapy requirement) . Unfortunately because of the cold weather it took a while to get everything ready to operate. Recently, as the weather moderated we were very excited to get the spa operational. In the start-up phase we ran into an electrical glitch which required me to seek some counsel from your customer service crew.
I first called [redacted] (the Sales Rep.), since he was so good to offer his cell number. He called me back within 2 minutes and even apologized for being on the phone. He then discussed the matter at hand, and said I should talk to the electrical specialists, he told me this would be corrected without a doubt, and referred me to the customer service people.
The first customer service representative I talked with, ([redacted] I think?) was very knowledgeable and was right on track toward solving the matter. To be sure, she referred me to another customer service representative, [redacted], who is the electrical Engineer. [redacted] asked a series of questions that gave him the basis of concluding that the problem was in the electrical supply circuit. He sent me a troubleshooting guideline that helped me diagnose the problem. We replaced the brand new GCFI, and everything is now fully operational. The discussion with [redacted] occurred on Friday, but since the weekend was coming, he went beyond the call of duty and offered his cell phone number, just in case I needed additional consultation.
We’re enjoying the spa already and it seems to be a great product, and we thank you for that. But also thank you for your great crew of people that support your products. It certainly was a reassurance and pleasure to have worked through “my problem” with the guidance of “your” team.
Thanks again, [redacted]

Stay away from this place. Their customer service is horrible and they do not stand behind their warranty. We bought a tub from them on October 2015, came with a 5 year warranty on the inside and 10 year on the outside. Supposedly they say they will cover all parts cost and labor cost. But only after you pay a $75.00 co-pay for the technician trip fee. The customer service supervisor said it's like at a doctor's office. They are not doctor. I had to get very very angry to finally get someone to talk to me. Believe me they do not care about any consumer. They are very rude and non caring. Stay away from them. And also it took me 2 months of begging to even get them to set up a tech to fix the big crack in the bottom that was caused by the delivery people and it is still not fixed. We made a huge mistake buying this Barefoot Spa.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.]
None of this was explained at the time of purchase or at the time the phone call was placed stating there was an issue with the pump. Had I known the whole product was not under warranty I probably would've chose an alternate route rather then dealing with the company and there tech. When something is under warranty for the amount of time specified, the whole product itself should be covered. I've asked numerous people who own hot tubs and other hot tub dealers, a pump should not go out in a year. Not even due to the chemicals. I checked my chemicals and ph daily also. The fact that they company sent the pump before sending a tech, which is not their normal procedure and the tech collecting money telling me he doesn't have a work order, tells me there was not a lot of communication or knowledge of the situation. It seems I get told many different things by different members of this company and no ones word seems to match up. When told something brand new is all under warranty for 5 years or so, the first thought is that the whole thing is under warranty not just bits and pieces. To make matters worse, the company sent a smaller pump so the tech had to move things around under my hot tub and now it also runs a lot more. None of it really makes sense. I can't say I would ever believe a word this company says again and really honestly thinking about selling the hot tub because it's been such a bad experience/customer service with this company. It's absolutely ridiculous. 
Regards,
[redacted]

We purchased a Barefoot Spa as an upgrade to a Spa we had (and let me say had NO trouble with) for over 10 years. We decided to upgrade only because we figured newer spas will have better features and ours was over 10 years old. However, I would do anything to have my 10 year old spa back and get rid of this junk Barefoot that we purchased. Since the day we got it we have had NO luck. it is ALWAYS green, it is NEVER clean and we are very disappointed with this spa. The sales person told us how great theses were, how helpful the company was and that they stood behind their product. We have had no assistance and continue to have a disgusting NEW spa!

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]  this tub worked fine for months there is nothing wrong with how my electrician hooked it up its an issue with the tub they had some company call me and wanted me to pay for there service like $400 just to show up I am not paying for it I should not have to pay a dime this is crazy this is the third issue with this tub already there junk I so wish I never bought this thing I wish they would just come get it so I can buy a new one that works

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
When I purchased the pool it came looking used and with defects, when I told them they said it was not their problem but the 3rd party who delivered it or Signature Production, probably why they do not sell directly so they a another company to blame. (pictures [redacted])
There are extensive warranty on the item but they will not get anyone to come out to look at or fix the item.
They rarely respond to me or follow through with my inquiries.
I was recently told their price was way over the top and I was screwed.
It quit working for almost 6 weeks when they were to send someone here to fix it, at nearly $100 cost to me, it was less than a year old and under warranty, no where on the warranty did it say travel time is covered by the client, until I had the pool for 9 months and needed service.
The pool started working again on it’s own so it seems I have an intermittent issue which will pop up again and which I will not get service for again at that time.
The pool does not match the image of the pool on their site which also is why I think I have a used or non-barefoot item, bait and switch.
I feel for $30,000.00 they could do much better for me. and this was with their supposed 40% off and Military discount, seen others down to $16k to $30k without discount.
I’m a disabled VET who needs a year round pool for exercise and there is none within 1 hr of my home so I had to purchase this and did not need all this hassle.
I did try to put the complaint on hold before you filed they were sort of attempting to contact me and work with me but never accomplished anything so I gave them a few days and by the time I went to your site to ask you to hold the complaint open you had already closed it.

To whom it may concern,
We have already spoken to the customer regarding this issue, and provided her the billing information for the third party service technician. Upon receiving the warranty authorization form required for service as stated in terms and conditions, we will issue a work...

order to the service technician so they can contact the customer and schedule service. Please feel free to contact customer service if you have further questions regarding service!

To whom it may concern, 
Our records do indicate that the warranty claim that was issued on November 23rd 2015 was denied. As shown in the pictures provided by the customer, the residue left on the pump after the leaking water evaporated is a clear signs that the shaft seal failed do...

to improper water chemistry.  As stated in the warranty terms and conditions (attached) failures caused by improper water chemistry are not covered under warranty. This was explained to the customer at the time the ticket was denied. Because there is evidence of a water chemistry issue, it is likely that if there are plumbing failures in the future, that these would also be a result of this issue. However, issues with other components of the spa would still be covered under a manufacturer's warranty, and if a defect were to arise was caused by a flaw in our manufacturing process, it would be replaced under warranty as stated in the terms and conditions. 
If you have further questions regarding this matter, please contact us anytime! Thank you!

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: c[redacted]
Regards,
[redacted]

To Whom it May Concern, [redacted] contacted our customer service team and sent authorization for services to be provided under warranty on January 20th. Upon receiving the authorization from the customer, we contracted a local service center to survey the spa's defect. The local...

service company was out to the customer's location on January 26th, and determined that the customer likely had two separate leaks based on the description provided by the customer. However, the water level had dropped to the below the lowest leak, and in order to determine the location of the primary leak, the secondary leak would have to be repaired so the spa could be filled. The order for the parts needed to fix the secondary leak was processed and shipped on January 29th and received by the customer on February 2nd. Upon the part being received, we were able to schedule a follow-up service call for installation at the technician soonest availability of February 13th. The technician was successfully able to install the parts and fill the spa to locate the secondary leak so we could process the order to ship the parts. Due to inclement weather conditions and scheduling conflicts with the initial service company, we contracted an alternate service company to complete the repair. The alternate service company attempted to reach the customer to schedule service and was not able to schedule service until April 16th. The alternate technician was able to determine that the parts requested by the original service center were inaccurate, and provided a temporary fix until the correct parts were received by the customer, at which time the service company will schedule installation.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The manager of Bare Foot stated that she sent a new pump under warranty, but it depends on the impeller ? I don't want to sign off as of today 4-11-16. A service Tech will be at my home on Thursday to access the damage of the pump and who will pay for the new pump.

Revdex.com spoke with the business. At this time the customer has declined to pay the trip fee to bring a tech to the home to review the problem. the customer's warranty covers parts and labor but the trip fee is not included in that and is the responsibility of the consumer. If the customer would like the business to assess the issue he can contact the service department and schedule an appointment.

Matt from the business contacted Revdex.com regarding the new pack that had to be sent out to the customer. This was sent on October 11, 2016. Once the customer gets this he will be able to set the appointment with the tech to install.

To whom it may concern, 
Our records indicate that we had a third party service technician out on 8/15 to diagnose the defect in the original lighting box and install the new one. On site, the technician noted that it appeared the customer had attempted to install the light box prior...

to the technician coming on site. Based on the information provided by the third party service technician, the spa pack was damaged in the installation performed by the customer and needed to be replaced. We informed the customer at that time that the spa pack was on backorder from the original manufacturer, and they would arrive within 2-4 weeks. The spa pack arrived at out facility last week and all back orders are currently being filled. Once the parts have arrived at the customer's home, we will schedule the service center for install. We have asked that the defective/damaged parts be returned to our factory for further inspection and testing. In the event that the customer did in fact tamper with the spa pack while attempting to install the light box, he has been informed that he would be responsible for all charges and his warranty would no longer be valid as stated in the terms & conditions of the limited warranty (see attached). 
If he would like to speak to me directly, my number is [redacted] 
-Amanda T[redacted] 
Customer service manager

We bought a hot tub from the expo in New Orleans. A month later it sits still not working. Repair man came out a week ago said part would be in a week. No pat a week later. Talked to company they still haven’t mailed out part. A whole month went by I spent a lot of money on something we can’t use and the company is in no hurry to fix it because they already got their money. I will tell everyone do not do business with this company they don’t care about their customers.

I purchased a hot tub at the sale held at the *** County Fairgrounds on 02/25/2018. When I provided them with a credit card I was asked to sign a type of iPad for the signature of the card. I informed the sales agent that I did not have my reading glasses with me and he said it was only for the card authorization. He returned with a form stating it was my receipt. After returning home that evening I read the form and it stated it was a contract, not a receipt and also stated all sales are final. None of the was conveyed to me at the time of purchase. After reviewing the company on the internet I found countless complaints ranging from poor customer service to refusal to service the spas which were under warranty. I notified the company several times by phone and by certifified mail starting the day of purchase and the following two days that I would not like to continue with the purchase and would like a full refund per the FTC's "Buyer's Remorse Law" as this purchase was made at a temporay location and I was notifying them prior to three business days. They informed me that this rule did not apply to me and that they were keeping my full payment of $*** as a restocking fee. This was told to me by a representative named Gus who would not provide a last name. Note that no delivery of merchandise was made or arranged.

Sun, 2/18/18 at 4pm we bought the PL7. At this time NO ONE ever spoke of "All sales final". It was not posted anywhere where the event was held. Later we discovered it on the bottom of our receipt when we realized an issue.... It was stapled to a folder with some papers over it. At 9:40pm that night, we remeasured the space for the tub & realized it would not fit due to 2 steel beams & concrete blocks. We texted, Josh, our sales rep who touted being a fellow Christian and gave us his personal cell phone number & explained our situation at 10pm, Sunday night. Our request was that we could pay a restocking fee for our mistake & they just take the wrap off and sell the tub the remaining day of the show. Since the tub had not been loaded or delivered & was still on showroom floor, we believed a made in the *** honoring Vet would make exceptions for an easy fix like ours that had not cost them. Josh called late the next morning and asked if there was another area we could put the tub & asked if he could come look. It's a sloped, bricked courtyard with oak trees busting up any dream of level ground....they would see that the space we hoped was the only workable space & felt encouraged they were working with us. Josh, said he was working with Ray who was tied up all day, but led us to believe that we would be refunded. My husband left many messages for both Ray and Josh for follow up, but no one called. Neither to say, "I'm sorry, we can just unwrap the tub and sell it today. OR "I'm sorry, No refunds. The tub is yours. We need to deliver it." Nothing. We believed the show left on Tues & never heard from either of them. I guessed they had refunded us & kept the tub. Wed around 2pm, I looked out my window and a 1,000 lb. hot tub was in my front yard. NO ONE KNOCKED! NO ONE CALLED! My husband was out of town & I had an $*** tub on my front lawn. Based on other reviews, I am skeptical it will even work considering their drop & go delivery & Now cant even sell it.