Barefoot Spas

Went to a sale location in Washington County AR. We noticed things in the construction of the spa we asked questions about. The price on the spa went up 3 times. The workmanship was questionable at best. We were told to leave and threatened with trespassing citation. Huge amount of complaints online. How is it possible to have a 4 star review?

Most communications was through *** and proof can be provided. (cliff noted)

On Nov 15, I contact them for help with figuring out what is wrong with the hot tub as pump 2 would not use high speed, just low. They responded stating "That is a issue we just discovered with the connection of pump to the board. The pin in the connector for pump one is not making a complete connection." and "most likely a worn out high speed".

I asked if for a new pump and they told me "We should have a replacement pump if you bring us your old one we can match it up to make sure. We are technically not open to the public, but ask for Amanda or Shawn."

I ask how much and they stated "You would have to pay wholesale for the pump, but I am sure we are cheaper than anywhere else. "

After a few more chats regarding day and when I was on the way on Nov 21. They let me in to the rear employee area after checking the pump size and that it was the exact match. They built my customer profile and took me upfront to use pay with a phone CC swiper. During this entire exchange there was no receipt given and no information about no returns until days later.

On Dec 3, I contacted them and let them know that the pumps water way is the smaller size and not the large size used by my pump and other large pumps. I explained the issue but they didn't understaind and I stated the need to return and they stated "
You can do whatever you wish" and then they because very defensive regarding the pump.

On Dec 5, I managed to align the pump, pipes, and spa pack for the new configuration. That night, the water was done refiling and I turned everything on to test. The exact same issue was happening... I contacted them and asked if they could of been wrong and it is the control board, no response to that and stated "It may be your connection at the board." and then "Keep in mind there is no return on electrical parts."

After some back and forth, they said "Be a man and take some responsibility."

Barefoot Spa Company sold me a spa at the *** in SLC, Utah four months ago, and promised delivery of the new spa and removal of the old spa. The salesman and his manager both were aware that crane access was not possible because of the need to cross private property and would be a deal breaker. Both sales persons asked questions about access and indicated that a crane would not be necessary. Barefoot sold the spa four months ago, they have my money and cannot perform on their side of the deal. They have my money, they have the spa they sold me, and I have now paid additionally to have someone else remove my old spa. Does this sound like a company that should be allowed to do business anywhere??

this is a horrible company! we purchased a *** two weeks ago and still cannot use it. we have called the service department and our salesman numerous times and nobody will help us. We should have kept our old hot tub! We are in the process of contacting our attorney to see if we can get our money back.

I have a leak I called Oct 15 and talked to I believe his name was *** he was supposed to email the next day and nothing so I called back a few days later and talk to *** I think and she told me to call wv spas to do my warranty work which I did ,they don't do warranty work for barefoot spas, so I have called and left many messages and no one will return my call. If I could send it back I would, there customer service is awful and no one in my area will work on it. They should never sell in this area if no one will work on it.

End of May installed our new Barefoot Spa. From the beginning it did not work correctly. It motor continuously runs, and when on high the motor would shut off. Emailed tech service on May 31, 2017 who said running continually is normal, pump motor shutting off is likely the water level to low. After this advice was addressed the problem continued. We called and spoke to Customer Service twice. The only (unsatisfactory) explanation was that it takes several weeks for tub to get into the correct cycles. We waited those weeks with no change and have been trying to reach the company ever since. Since the beginning of September I personally have called 6 times and left messages and my husband has called once. I have called both during business hours and off hours. Each call either left me on hold for 30 minutes before sending me to the message or goes to message soon after calling. A message has been left each time. We ended up calling an outside contractor who immediately knew the motor was bad. Motor was so hot that you could not touch it. The pump on the motor was checked and was in working condition. A new motor and pump were installed. Per the outside contractor he feels there is a programming problem with the electronics also. We had a previous hot tub for 12 years without any issues besides normal wear. It was not a Barefoot Spa.

HORRIBLE COMPANY! HORRIBLE CUSTOMER SERVICE THAT IS...IF THEY ANSWER THE PHONE!! PLEASE RUN AWAY! THEY SHOULD BE RATED AN F

We got our hot tub in June of this year. I will not hold the set temperature. We have called repeatedly only to get a voicemail with no returned phone call about our problem. All they want is your money and that is it. Wish I never bought from them!

Barefoot Spas will not honor the hot tub warranty which was extended at the time of purchase. This refusal constitutes an act of "bait and switch" against the consumer in an effort to try and persuade him to buy a product whose stated warranty the company knowingly will not fulfill should the spa become not usable due to the use of defective materials in its construction.

I purchased a Barefoot Spa June 2016 from *** in ***. The hot tub was dropped and left for me to have someone install and there were no instructions on how to have the hot tub installed. I hired a hot tub technician to come install and set up the hot tub. I had a new circuit panel put on as it was hooked up and then shortly after the circuit breaker kept tripping and the hot tub would not stay on. I had a technician come out to look at everything and contacted Barefoot and they told me we needed to send pictures of the circuit panel. Once they received the pictures, I got an email stating my warranty had been voided and said the wiring was not done properly. I had an electrician come out again and check everything out and said the panel and wiring was set up correctly. He did verify that the heater was causing the issue. Finally got a new heater after 4-5 months of a battle because they wanted to blame it on the electrical. After receiving the new heater, It worked for 2 months and circuit breaker is tripping again and the hot tub will not heat. The only time it trips the circuit panel is when we turn on the heater. The electrical is set up properly and we are having the same issues as before. I think there is a defect in the hot tub. To this day, I still have never received an email stating the warranty has been reinstated either. We had a hot tub prior to this for over 12 years and never had issues like this one. These hot tubs are not cheap and I have only been able to use it just a few times in the last year. Taking 4-5 months to get a new heater for a brand new hot tub was a fight and I am now having the same issue again and they are blaming it on my end after I have had it verified this is not an electrical issue. It seems as if other customers are having the same issue but this company wants to put the blame on the customer and not honor the warranty. See complaint filed on 7/14/17 to Revdex.com. Same problem....

These people and their representatives are deadbeats. Do not buy from them. It is a scam

Review: On October 5, 2014, we purchased a Barefoot SS-17 swim spa at the State Fair. The spa was delivered on 10/23/14. The advertised warranty for electrical equipment at the time (and still is according to the website) was 5 years. In November of 2014, I notified Barefoot of an issue of an intermittent issue with the swim jet pumps randomly shutting off (usually only 1 at a time and not necessarily the same one each time). A technician came and after checking out the spa control could not find any visible reason for the issue and stated that the spa control needs replacement. We agreed that the replacement could be delayed at my convenience since the spa had to be drained as it had no shutoff valves to isolate (consider the cost of heating 1800 gallons of water 45 degrees). The issue was a random occurrence over the course of about a month and then didn't happen very much at all after that. When I next drained the spa, I didn't contact Barefoot as the issue had slipped my mind as it hadn't happened in a while. After refilling last month following winter, I turned on the breaker and the GFCI tripped after several minutes and I noticed a small amount of smoke coming from the spa control. I contacted Barefoot Spas and was told send them a picture of the Spa pak. I was later contacted and told several things:

(1) I violated the warranty terms by not notifying them the next time I drained the spa so they would not honor the warranty as written. I was told that the initial issue I had was likely a precursor to this issue and I would be responsible for a tech service call to find out.

(2) They don't use this spa control anymore so no replacement was available and any warranty would have to be covered by the spa control manufacturer - which only offers a one (1) year warranty on their controls

(3) I could order a replacement on the internet for full cost.

Barefoot Spas failed to honor their warranty.Desired Settlement: I am considering replacing the spa control with a more reliable one and would like a monetary refund to cover the cost if they refuse to replace as originally promised. The fact that I didn't notify them when I first drained the spa is simply an excuse to not honor the warranty. I asked what would happen if this was the 1st time I contacted them for warranty on the spa control and was told that it would still be up to the spa control manufacturer - so they have obviously decided to not honor the 5 year advertised warranty on the spa control for at least this particular unit.

Business

Response:

To whom it may concern, As explained to the customer, the original services were performed nearly 2 years ago. It was our opinion at the time that parts needed to be replaced, but the customer did not wish to drain the spa for services to be performed. We agreed to return to perform the services when the customer drained the spa for regular maintenance in the coming months. The customer did not reach out to have the follow up services performed, and the faults in the components have since caused further damage. The customer has drained and refilled the spa more than once since the time of service, and did not feel it was a priority to contact us to have the parts replaced as recommended. The damaged to the spa are due to the extended time passed since the customer was aware of the services needed and not performed. As stated in the terms & conditions of the warranty, damages caused to the spa that are a result of neglect or misuse of the spa owner are the spa owner's responsibility. We would be happy to facilitate the repairs needed for the customer, at the customer's expense.

Having another problem with a pump on our Barefoot Spa we purchased 2 years ago. I say another because this is the 2nd pump that has went bad ( we have 2 pumps on spa). First pump they did replace under warranty, but it was only about 3 months after purchase. Barefoot had me send a video of the noise the pump is making. They are saying this pump has a bad seal and is not covered under warranty. Tried to reason with them, but got nowhere. I would think a seal is part of the pump. They also said they no longer use this pump manufacturer. I wonder why?? I would never purchase a tub from them, had I known they do not stand behind their product. We feel we spent a lot of money on a [redacted].

Review: I purchased the Hot tub new with a warranty. The company has not honored their warranty regarding three failed pump assemblies and a drain valve. The cost for said repairs was over $700. The company blamed the premature failures on my tub's water chemistry. I have provided evidence to support "normal" water conditions which was rejected by the company's CEO Richard F[redacted].

I have a long compilation of emails between myself, their customer service rep(s) and Mr. F[redacted] which outline the multiple issues.

I speculated going forward, with Mr. F[redacted], that if another component should fail (i.e. the heater), would your company not honor the warranty and claim the failure was based on water chemistry. He indicated that they would not honor the warranty.

I purchased a new hot tub with warranty. This is not my first hot tub and am knowledgeable of the required care and maintenance of such. IF there was no warranty, I would not have purchased the tub.Desired Settlement: I expect them to honor their implied warranty that they market their products under. I purchased the tub at a Barefoot Spas hosted event at the local agricultural center.

Business

Response:

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!

Consumer

Response:

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.

A hot tub requires chemicals to maintain good water condition. These chemicals, as well as minerals in plain tap water, leave a residue when the water they are dissolved in evaporates. The failed pump seals in question initially start leaking (dripping) when the pump is on. Eventually the seal worsens and the leak becomes a continual drip both when the pump is on and off. This dripping water eventually evaporates and a residue begins to form. Part of the residue is from the tap water the other is from the chlorine and other chemicals used to maintain good water quality in the tub. I sent photos of the pump with the bad seal to Barefoot Spas and they immediately denied the warranty claim based on a residue in the photo. They claimed the residue was Calcium and is abrasive to the seals. I provided the Hot tub's water analysis and the Water Authority's annual Water Quality report indicating that the water supply has "very low" Calcium content. Barefoot Spas then claimed it was too much Chlorine. I explained that Chlorine is used to sanitize the water but I frequently monitor the levels because my 14 year old daughter has sensitive skin and gets a rash if excessive Chlorine is use. After that discussion, Barefoot Spas claimed that there must be something in the water that is prematurely wearing out the seals. I have taken my water samples to professional water testers and have yet to find this "mystery material" in my water which results in pre-mature pump seal failures. I have provided the water reports from my local spa dealer as well as annual water report(s) from the water authority all of which indicate no abnormal/extreme water conditions. Nothing has been identified as being abnormal with my water, yet based on residue, which one would expect due to months of the pump's dripping, Barefoot Spas has avoided paying warranty expenses. The expense was paid by the consumer. These leaks have cost the consumer $700. to repair.Another example of Barefoot Spa's not honoring their warranties is the drain valve would not open and eventually pulled out of it's housing. I advised Barefoot Spas of this and they claimed I had debris in my valve. I keep the tub in pristine condition. They denied the claim assuming the consumer must have done something wrong. The consumer purchased a new valve and had the repair done. Subsequent to my notifying B. S. of the drain valve issue, and being denied warranty service, their CEO advised me that they had multiple issues with the drain valves and had an newly engineered solution which solved the previous problems. Despite this admittance to having a defective component, no warranty assistance was provided.There is a lengthy email chain between Barefoot Spa's CEO and a Consumer of his products that depict how a prospective Consumer may expect to be treated regarding potential warranty claims. This has been submitted to the Revdex.com in a prior email.The Barefoot Spas method to market is to sell their products at trade shows and deliver their products the same or next day, based on the inventory they bring to the show. I was skeptical about post-sale support and should have followed my instincts. However, I chose to buy the tub and am realizing unacceptable Post-Sale support from this company. The approach the company takes from the CEO down to the Customer Service rep is that the consumer is at fault and avoid warranty expenses. Prospective buyers beware.Regards,

Review: Hot tub has a crack in the bottom that is spreading. They want us to fill out a service request form and give them our credit card number to have someone come out and use epoxy to repair a hot tub that we paid $8000.00 for. Customer Service so far has not been very helpful. We were told apon purchase that the hot tub was covered for 5 years on the inside and 10 years on the outside with 100% satisfaction guaranteed. Why would they need our credit card number on this? I wish we would have researched this company before buying this hot tub. They told us when we bought it that they would have a professional delivery service deliver it at 6:00 pm with 4 men to pick it up and set it on deck we had built for that purpose. They showed up with a rickedy trailer and 2 stinky sweaty guys at 9:00pm that night (dark)Desired Settlement: all we want is what was promised to us when we bought the tub. We want a replacement that is not defective.

Business

Response:

To whom it may concern, I have [redacted] a copy of the warranty terms and conditions, as stated in these terms and conditions, pre-authorization is required before any services can be performed under warranty. We are ready, willing, and able to facilitate any services needed on the spa once the form is returned. As stated on this authorization, the credit card information is only required as recourse in the event that the third party service center determines there is evidence of misuse, abuse, or neglect on behalf of the spa owner that resulted in the failure. If you have any questions, please call customer service at [redacted]

Consumer

Response:

[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.]

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: [redacted]

Regards,

Review: On 4/21/16 I purchased a hot tub ([redacted]) from Barefoot Spas at their sales demonstration at the [redacted].The tub was purchased to replace one of a different brand I had owned for about 7 years and had no complaints with. The temperature control on the PR5 is highly inaccurate and unpredictable. I have experienced as much as 5 degrees variation from the set temp to the temp achieved. For instance set temp 101, the tub went to 106!! 106 is literally a dangerous temperature! That's why the government limits the highest temp the thermostat can be set to to 104. I can never count on the temp being even close to what I have set and constantly have to set the temp very low and then have to wait for long periods while it heats up when I want to use it. Even then, it will overrun the set temp (even while I am in the tub) and there is apparently no way to stop it? The company simply tells me that is the way it is "designed". They make no attempt to explain WHY it is designed that way??They didn't tell me about this problem when selling me and since I am an engineer and since my previous spa did not behave this way, and since other brands of spas do not behave this way, I am sure it is not necessary for this spa to behave this way. The federal agencies that regulate these devices say that anything over 104 is DANGEROUS. They do not even ALLOW them to be deigned to be CAPABLE of 106 yet the Barefoot Spas are. Customer service tells me the excess heat is coming from the pump.They are aware the temperature overruns the set temp and say "as much as 3 degrees"! That means that if the temp were set to the max 104, that it COULD go as high as 107!!! This is a design and/or engineering problem and is not a "necessary" problem. It cannot be "explained" away as they are trying to do. The controls are poorly engineered, dangerous, and detracting from an otherwise nice spa, and the company offers no resolution. For this reason, the spa is not as represented when sold.Desired Settlement: I would like a full refund of my purchase price and any other related fees and for the product to be picked up. I am willing to discuss replacement of the controls - IF the company assures me they have corrected the problem and can solve the problem with my unit by so doing. Merely trading out the current control for another with the same problem will not resolve the problem.

Business

Response:

To whom it may concern, Our customer service department has attempted to explain the operation and design of the topside to the customer, but in an effort to help provide a better understanding, I have addressed some of his concerns/comments below..Our controls are designed to maintain the customers selected temperature on the topside, the pump will run on low speed until it has exceeded this temperature by two degrees. If the temperature were to drop below the temperature selected by the customer, the heater will kick on and aid in heating the water until it is within one degree of that temperature. This is to maximize the usage of the ozone filtration (which only runs when the pump is running in low speed), and allow the spa to utilize the heat generated from the pump inside the cabinet so the heater is not running as frequently. Because the spa's pump and heater are not regularly kicking on and off throughout the day, the spa is more efficient and it will extend the life of the pump.In a more "traditional" spa, a customer would select a desired filter cycle and a mode setting. Based on our experience in the industry, these are very confusing for the average consumer, and limit the ability to maximize the usage of the filtration system, while still enjoy a comfortable water temperature. Because the mode settings and filter cycle settings are independent programs on these controls, they are often set in such a way that the spa is either not filtering enough to keep the water clean, or filtering too much that the spa would overheat and trip the breaker. Though the maximum temperature the customer is able to select on the hot tub is 104, any topside in the industry will not "overheat" until the temperature has exceeded 109 degrees. This is a federal industry standard. Ambient temperatures will effect the temperature of the water, so in warmer months, it is more likely that the temperature on the spa will exceed the selected temperature by 1 or 2 degrees. In colder months, it is more likely that the temperature of the water will drop and the heater will kick on. The product is covered under our manufacturer's warranty, so if there was a defect in the topside, we would happily dispatch a technician to determine if a replacement is needed. However, based on the customer's comments, the hot tub is operating as it was designed. We apologize that it is "different" then the hot tub he owned previously, and hope that he now understands that our hot tubs are designed to be "easy to use" and efficient so they can be enjoyed for many years to come.If the customer has questions about the purchase, he would need to contact the distributor he purchased from. As the manufacturer of the product, Barefoot Spas was not involved in the purchase process. Please let us know if you have further questions. Thank you! -AmandaCustomer Service Manager

Review: I purchased a spa with a warranty. The lights in the spa stopped working. I contacted barefoot spas and was advised by their representative Larry that he would check with his service technicians about the issue and call me back, after several days I had to contact him and was advised that due to computer issues he was unable to get back to me. However he stated that his tech advised him that the light module was the cause, and that I would be responsible for a trip charge for a technician to come out to replace it. I asked if the module could be sent to me and that I could install it and Larry agreed to send it. When it arrived I installed it and it did not fix the problem. I again called Barefoot Spas and was advised that they would have to contact a tech and send the tech out, and that I would be responsibel for the trip charge which was $ 135.00,. I had no choice but to agree to this. The tech came out yesterday and discovered that there was not a defect, but poor workmanship when building the spa, there was a wire connector that was crimped improperly. I contacted Barefoot Spas and was advised that they would do nothing about the trip charge, that they would pay for any parts and labor to resolve the issue but the trip charge was my responsibility. I feel that due to the fact that there was not a defective part but a poor workmanship issue in construction that Barefoot Spas should reimburse me for the trip feeDesired Settlement: $135.00 trip charge which I paid be reimbursed by Barefoot Spas

Business

Response:

To whom it may concern, I have [redacted] a copy of the terms & condition of our warranty, that was also provided to the customer before any services were rendered. As stated in these terms & conditions, the trip charge is the responsibility of the spa owner; and if the defect is found to be caused by an error in our manufacturing process, then Barefoot Spas would cover the parts and labor. We have honored this warranty claim for the customer, despite the fact that there was evidence that the hot tub was serviced by someone other than our authorized service center in the interest of goodwill. If the customer has further questions regarding the services offered under warranty, he can call our customer service at anytime. Thank you!

Consumer

Response:

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.The hot tub has not ever been serviced by anyone else, this is the first time that I had an issue with the hot tub, and the representative sent out by barefoot spas stated that this was a workmanship issue not a defective part

Regards,

Review: I purchased one of the Barefoot Spas in January of 2016. The spa was delivered and we had an electrician come and hook it up. It was great for about 4-5 months and then it began to have a white growth in the water. We cleaned and drained the tub hoping that would solve the problem. The water was maintained every Saturday without fail. I have been trying for the last 3 months to contact Barefoot Spa to help us resolve this issue. Not only will they not return phone calls but when we do speak with something they promise to call back but never do. I have had to clean the white growth out of each and every airline and broke one of the jets in the process. We can't even make contact to buy a new jet! Several hot tub repairmen have said having a growth in the airlines is new to them and is a defect of the product. My wife uses the spa for medical reasons due to chronic pain issues. We were told they had the best customer care ever. They do not.Desired Settlement: I would like either a brand new spa or to have one of their technicians come fix the issue. This should not have cost us hundreds of dollars to try and fix on our own. I will not be satisfied with any other outcome. I have been let down by this company and they took my hard earned money under false pretenses.

Business

Response:

To whom it may concern, We contacted the customer and addressed the customer's issues/concerns. We will be scheduling to have the hot tub picked up from the customer's residence and returned to the factory for testing. If you have additional questions regarding this matter, please contact our customer service at [redacted]

Consumer

Response:

[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.]

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,

Review: Purchased new spa 7/30/2016,manufactured by barefoot spas in north Chesterfield VA sold to me by Signature Productions located in Chester VA at a show in Parkersburg WV. Installed and noticed leak, after investigating found three leaks in the plumbing, notified company on 8/11/2016. I have sent them pics and videos of leaks, after 19 phone calls still no action taken by company to fix or replace spa, they always say they will reach out to the technician and have him get in touch with me, I have yet to hear from anyone in regards to fixing the defective spa. I have talked to 3 different customer service reps with manufacturer and and still no action taken. The mfg did send me a box of repair parts of which I don't think all the parts are there needed to make repairs. The most aggravating thing is them lying about calling me back and keeping me updated on what they are doing to resolve the problem.Desired Settlement: replacement of spa at mfg expense

Business

Response:

To whom it may concern, Based on our records, the services on the spa were completed over the previous weekend and there are no outstanding issues at this time. If the customer believes this to be an error, or he has additional problems or concerns, he can contact our customer service at [redacted] and we would be happy to assist. Thank you!

Review: I purchased a new hot tub from this company in March of last year. I was told the hot tub and the pump were all under warranty no matter what. I have all the papers they have me at the time of purchase, none which include an owners manual of any sort. I have had nothing but problems with this hot tub. I have called and emailed this company on several occasions trying to get help but it seems to get me no where. They kept telling me I had to download the manual online. The manual online is not specifically for my hot tub series. Finally, I got to the point where I started doing research on my own to figure everything out. Just about the time I thought I had everything figured out, my hot tub started making a horrible noise, only to just keep getting worse. Again, with no manual or troubleshooting manual I looked to the Internet. What I found was that the pump was obviously bad and to turn off the hot tub immediately and contact customer service. So I did. I sent everything in they asked for. Then they told me they would get a tech down but I he to pay for it even though the hot tub and pump were both only a little more than a year old. They told me I had to pay the distance for them to drive, the company would send me a pump, and pay for parts and labor. I didn't think that was quite right, but I ended up giving in. They sent the pump, I called the tech, whom said I did need a new pump. He gave me the bill of $323. I told him I was only supposed to pay for his time to drive, he said he didn't have a work order to go off so if have to deal with the hot tub company. I paid cash and called Barefoot Spas immediately Monday morning. I was told the representative that had my case was no longer there and that the whole pump was not under warranty only parts of it. Every part on that pump is needed to correctly work so I'm not sure how the whole pump is not covered.Desired Settlement: I feel this company should honor the entire hot tub warranty and refund the money I had to pay the service tech to fix something that needed repaired and was still under warranty.

Business

Response:

To whom it may concern, Please see the attached copies of our product owner's manual and the terms and conditions of the warranty. As stated, Barefoot Spas cover's the parts and labor for a manufacturing defect, and the customer is responsible for the trip charge accessed by the technician. The customer was provided these terms and conditions and agreed prior to any services being rendered.It is not standard practice for the service technician to collect payment from the customer on site for warranty services, they are a third party and we have attempted to reach them to understand the reasoning for doing do. If the service technician saw corrosion on the pump caused by poor water chemistry, that is not covered under warranty and that may be why they collected payment from the customer. The customer was advised to send the part back to Barefoot Spas using a pre-paid shipping label for testing, and in the event that the pump is received, tested, and found to have a defect caused by an error in the manufacturing process, we will cover the parts and labor for the services as stated in the warranty terms and conditions.

Consumer

Response:

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,