Barefoot Spas

Review: we have a brand new spa that when turned on by our certified electrician does not work. The lights come on and the panel comes on and says call customer service, sensor 8. We called customer service, that night, no response the next day by noon, so called and the customer service girl asked me to send her a picture of the wiring. She claims it is wired wrong. According to our electrician it is done correct and there is nothing different he can do. She wants us to return a form with our credit card info on it so a technician can come out. We are not signing a blank form and giving them our card info without knowing the price of the tech and a price of the job ahead of time. I am trying to get back to customer service and now the phone only rings, and asks you to leave a name and number. I have done that and sent an email to customer service to call us and have not heard back from them. We feel we should not have to pay for a technician for a brand new product. we feel we are in the middle of the co and our electrician with a spa not filled and unusable.Desired Settlement: We hope someone higher up the chain will get back to us and either say a technician will be there or at least give us an idea of how much we will be billed. I don't believe that as much as we paid for the spa they need to worry about us paying for the technician. But we truly believe a new spa not working they should be paying for the technician fee. And the customer service person had a definite tone and was rude to us when asking to see a picture of what was done and that the electrician was not certified. I am thinking Barefoot is a fly by night company and doesn't care about its customers. The customer service girl said 6 out of 10 calls are this same call and she knows what's wrong. I am thinking if they get that many calls maybe barefoot needs to change their wiring requests. the customer service girl said their wiring is different and better and our electrician is crazy and wrong. REALLY

Business

Response:

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!

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: I purchased a spa in 2003 prom a dealer in poughkeepsie by 2008 I needed a new cover because it was cracked and the vinyl was not good for the application after contacting the company I had to purchase a new cover from a third party. again I need a new cover and wish to clear this up with the manfacturer but cannot contact them th phone number from the web does not work and contact via the website is proving futile do not know how to continueDesired Settlement: I wouldlike someone to contact me and perhaps pay for the cover that I will obviously have to continue to replace because of the inferior materials they use I was not informed when I bought the hottub that I would have to replace this item multiple times thanx

Business

Response:

To whom it may concern, We do not have record of a purchase from Miss. [redacted]. Based on the purchase date, it would appear the product was purchased from another manufacturer, and the number she is dialing is no longer in service. Our customer service may be able to assist the customer in locating a new cover. Our number is (804) 298-3950. Replacement covers can also be purchased from many outfits online, including [redacted].Thank you!

Review: Our complaint is against barefoot spas for fraudulent business practices related to a deposit we placed on a hot tub during a home improvement show in Long Island New York on Sunday, February 28, 2016. My wife and I met with a salesman named Denny O'[redacted] who had a display of hot tubs for Barefoot Spas at the show. He showed us several hot tubs, but we informed him that we were not ready to purchase one yet because we did not have a suitable place in our yard to support the hot tub, but we were meeting with a contractor to get a pad installed later in the spring. Mr. O'[redacted] told us that would not be a problem; we could leave a refundable deposit, and he could place the order so it would not be filled for 6 to 8 weeks. Consequently, we did place the order and leave a deposit. However, after careful consideration later that evening Sunday, February 28 my wife and I decided to cancel the order. My wife contacted customer service Monday morning February 29 to cancel the order promptly. This was less than 24 hours from the order being placed. At the beginning of the conversation the representative told my wife she could not access the order because the weekend sales were not in the system yet. When my wife advised her that we were canceling the order we were told that our $3,400 deposit would be kept as a restocking fee (note: the order wasn't even in their database yet, let alone the need for any restocking fee for an order that was supposed to be filled in 6 to 8 weeks) and all sales are final. When my wife began to question the customer service representative she was promptly transferred to the main automated message system. We were actually told that we had up to three days to cancel or change the order if we had any concerns, and our deposit was refundable. My wife made two more attempts to contact Denny O'[redacted] by phone to resolve this issue as well as sent two emails on Mon, Feb 29, 2016 and another email on Tuesday, March 1, 2016.Desired Settlement: Our desired outcome is a full refund of our $3,400 deposit credited back to my wife's credit card immediately.

Business

Response:

To whom it may concern, The customer purchased through one of our distributors, and should direct any questions regarding the deposit to them directly. Their contact information should be located on the purchase agreement, as well as their return/refund policies. If the customer has any questions about the products we manufacture, including service and maintenance issues, they can contact our customer service at (804) 298-3950 Thank you!

Review: Called barefoot spa because hot tub was leaking. After 3 months and now the third repair contractor. Hot tub is still not fixed. I was promised that this company had repair support in my area. But obviously they do not. This tub is still under warranty and involves a defective jet.Desired Settlement: I want my hot tub fixed or I want a refund for the full purchased price.

Business

Response:

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.

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: About two months ago (February 2015), the power to my hot tub was off. The water was cool but not cold, as I had been in the tub days before, but there was a issue with the power. I also noticed a leak from within the cabin of the spa that I reported. I purchased the Hot Tub 3 years ago, and my warranty from time of purchase clearly states the issues would be covered (plumbing/electrical covered for at least 5 years). I called the local dealer and they informed me that my warranty is no longer good because the manufacturer of my spa had been bought out. I did some internet research and found on the acquiring companies website that all existing warranties were still being honored in order to keep customer relations. I contacted Barefoot Spas directly and was informed that the issue is covered by the warranty and a technician would be out to fix the problem. I asked customer service if draining my hot tub was acceptable to prevent any damage and they confirmed it was. Approximately 2.5 weeks went by and the technician arrived to find that the heater had failed, which tripped the breaker. Per my warranty, the heater is covered for 5 years. As a result of the heater failure due to manufacture defect (per the technician), a pipe with water in it froze during the frigid temperatures because it took nearly 3 weeks for service to arrive. I called customer service and they now told me the heater is not covered because they don't use the same heater that was in my spa. We went back and forth and I was unable to receive any help from Barefoot Spas to replace my heater. I ended up purchasing a heater with my own money to prevent the hot tub from further damage. I continued to contact Barefoot Spas to fix the plumbing leak that I originally reported, and that was caused from freezing temperatures because of the defect in the heater.Desired Settlement: The company has an obligation to stand by its warranty. I expect the company to reimburse me for my out of pocket expenses to replace the heater and for the techs trip ($85 automatically billed to me on 4/23/15), and I expect the company to repair or replace any collateral damage as a result of the defect in the heater. The warranty has no limitations or exceptions to the brand of heater used; it simply states that the heater is covered for a period of 5 years and therefore I expect it to be covered. I should be reimbursed for the cost of the heater and installation, and also to fix the original plumbing leak and any new leaks caused by the heater malfunctioning.

Business

Response:

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.

During the sales process our sales rep told us that we would not need any chemicals in our tub because the "ozone generator" took care of sanitizing the water which is completely false.

In attempting to report an issue we have had with our tub after only having it for 6 months I have left several messages via phone, email, and the electronic form on their website and have not had my issue resolved. On several occasions I called and found their company's voicemail box full with no explanation or alternative contact method given. This is very unprofessional. When I am able to reach someone (which has only happened three times in over 18 attempts) they say that "someone else is working on my complaint and that they will call me back with more information." I have yet to be called back.

If you are in the market for a hot tub do NOT go with this company-- they are unprofessional and do not seem the least bit concerned with customer service after you have given them your money.

Review: We purchased a spa from their Raleigh expo two weeks ago. Had a licensed electrician hook it up. Doesn't work. Called Barefoot and asked them to come out. They said it is often an electrical problem. Had the electrician come back. The wiring is definitely not the problem. Called Barefoot, they do not return phone calls. They emailed me a form to request a technician to come out to the house, but the form requires a credit card. I explained that I just paid $7000 for this brand new spa and that I do not want to risk being charged more by putting my credit card number out there for them and reiterated that it is a brand new warranteed product and want them to come out to the house and address why their product is not working and to fix the problem. They do not answer phones - goes right to voice mail and they've not returned my phone calls.Desired Settlement: I want them to come out and honor their warranty by coming out to fix their product OR exchange it for a product that works. Right now we have a brand new spa in our back yard that does not work. If they will not stand behind their product, then they can come pick it up.

Business

Response:

To whom it may concern, Our records indicate that we have resolved this issue with the customer, and service is scheduled for today. Please let us know if you need further information.

First off I have no issue with the tub itself but if you are like me and prefer a vendor that stands behind their product with excellent customer service you need to not purchase a Barefoot Spa. Purchased in Oct. 2014, we had a jet fail in Dec. 2015; well within the 3 year jet warranty. Sometimes these thing happen; no big deal, I'll just contact customer service right? First off, no one ever answers the phone, its always a call-back. Second when I did get to talk to a person, even though I had the model, serial#, purchase date and location I still needed to send a picture to them of the jet for them to identify. Next the service agent gave me the wrong email address to send to. Second attempt, after another call-back I got the correct address. I am attaching the exact exchange for you to see:
**My first email**
Barefoot,
I need assistance replacing my hot tub jet. The one shown in the pictures, the center came out of the jet and was floating in the tub. The ball bearing of the center spinner also were found in the bottom of the tub.
Outer diameter of jet assembly is approx. 5 inches. The spa is a PB8 with serial# ######.
My name is [redacted] ######################, [redacted]. I talked to customer service today and was told to take pictures and submit to this web address for replacement. If there are any further questions, please advise.
Thanks in advance for your assistance.
Please confirm receipt and delivery..... Thanks again.
BR,
[redacted] ###
If you need to contact me in a more timely manner please call my cell#:
252.##.####
**Barefoot Response**
[redacted],
Attached is the credit card authorization form to place your order for replacement jets. If you could fill out form completely and send it back either by fax or email.
The cost of the 5" replacement jet is $14.99 (each), plus $5.99 shipping.
However, the replacement jets that we sell are single whole directional jets and do not spin.
Once I receive authorization form I will then process your order. Once order is shipped you will receive an email with the fed ex tracking number.
Kind Regards,
Tina P[redacted]
Customer Service
**My response**
Barefoot,
I am attaching the credit authorization. However, I would like an explanation as to why I cannot get the same type spinner that came in the tub originally. This failed jet was OEM from Barefoot?
Also, this tub was purchased on 8/30/14....just over a year. What is Barefoot's warranty period? I would have thought at least 3 years? Please elaborate on your warranty?
[redacted] ###
**Barefoot response**
[redacted],
Enclosed is copy of the Warranty Terms & Conditions (also on the Barefoot Spas website). Jets: 5 year. Barefoot Spas, covers the jets for five years form the original date of purchase against Barefoot's manufacturing defects.
If you are experiencing the center of your jet coming apart it is due to something abrasive in your water that has caused the glue to come apart over time and that is not covered by warranty, as this is not caused by a flaw in manufacturing.
As far as the style, manufacturing no longer has the same type of jet that you currently have, we only have the directional one hole style jet at this time. However, if you choose to replace it with the same style of jet you currently have you are welcome to do a google search to find that style of jet for replacement.
I did receive the cc authorization, please let me know if you wish to purchase the replacement jet from Barefoot Spas so I know to proceed in processing your order.
Thank You
Customer Service
**My response**
Barefoot Spa,
I'm calling ** on this response. I have a tub full of your OEM jets and none have failed but this one. I would think if my water was the problem I would be seeing a multitude of failures. And for you to imply the water without even inspecting the jet closely for a manufacturing defect is somewhat ludicrous. If this is the best barefoot spas can do with service it is apparent I have made a huge mistake with my purchase. Please provide me the contact numbers for your supervisor and sales manager. I may end up having to purchase this $20 replacement but I will make sure to post enough negative remarks about your brand that it may cost you fine people at barefoot spas a lot more. I will wait until after I speak with your representatives before I decide on the order processing.
Thanks,
[redacted] ###
**Barefoot response**
[redacted],
If you would like to request an RMA you may use RMA #[redacted] you may mail in the jet and we can test it for manufacturers defects.
Thank You,
Customer Service
**My response**
I am still waiting for the service manager and sales manager phone numbers please....
>>THIS ENDS EMAIL COORESPONDE**E<<
To this date I have never heard back from them. I attempted calling once more but only got voice mail again. I have since purchased after market jets from online spa parts. Do yourself a favor and steer clear of BAREFOOT SPAS....

We saw a TV add that said 40 to 80% off Spas and Swim Spas. We went there to see if it was true. After much research, we purchased a Barefoot MB7 at a 67% discount. We are glad we went to the Greenville Convention Center in North Carolina. [redacted] was a very pofessional salesperson with a great name (I am [redacted]). We told [redacted] that we would share our experience... so there it is!

Review: When I purchased the [redacted], I asked the salesman about Warranty and insulation.

1) They told me that if I had a problem call Barefoot and they would get me a tech out next day at no charge to me.

a) My hot tub shorted out 10 days ago. I have called C.S, several times, no one ever answers I leave a message. The next day someone called and told me that they would email me a pre-authorization form. I was told to fill it out and send it back. The form never showed up. I called back and got the recording and had to wait another day to get called back. They told me they would Email me the form again, this time I got it. The form needed a Credit Card# and I was told I was responsible for trip charges, each time the tech came. I was also told that as soon as I faxed the form they would find a tech in my area and call me back that day or the next. It has been 2 days and no word yet.

2) I was told that the foil insulation would be good enough to reflect the heat back to the tub, This is not true, The tub would run several times early in the morning, before the temp outside got up, and it would still kick on just not as often. On there web Page they show foam insulation on tub, mine has none.

I now have a clouded up mess in the tub. I did not want to empty it as the tech would not be able to test the units electrical system.Desired Settlement: I have had the unit for 3 months, I have discovered that the warranty was not as represented! The "a tech will be out

in 1 or 2 days" is not true, and the cost of the trip for each time the tech comes out was not part of the parts and labor guarantee. The Hot tub was misrepresented and you can not reach Customer support. If this had happened in the winter the tub would have froze. Because of this misrepresentation I want a refund.

Business

Response:

Revdex.com spoke with the business. A service tech did go out to the customer's home. It was found that there was a bad breaker. The tub is working correctly at this time.

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 response from barefoot is incorrect, a service person has not been to my house, as I refuse to pay the $115.00 trip charge. I have also found out from service ppl in tne area that they have had numerous problems with Barefoot products and lack of service.

Regards,

Business

Response:

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.

Consumer

Response:

They told me that the trip cost was $50-75 dollars. According to contract this is to cover cost if the problem was not a malfunction in the hot tub. They would not be charged if the problem was on there side of the tub if nothing had been done to void manufactures warranty. When the service company finally called 1.5 months after the initial contact with Barefoot, they told me Barefoot charged me $118.00 before even finding out whether it was warrantied work or not. The sales people never gave me a copy of the warranty, they just showed me your Accreditation of the Company and the first section of the warranty that said how long the tub was good for. I am not the only one who has had a problem with this company in my area for the sale they had in 6/15. This is according to the service tech that called me. It has now been over 2 months since initial contact with Barefoot. I would appreciate some sort of action on this complaint. This complaint has also been forwarded to the NY Attorney General. This is ridiculous the amount of time involved for a Company that has been Accredited by your office.ty[redacted]

Review: I have several issues with not only Barefoot Spas but also [redacted] which sells the Spas for Barefoot at outside locations. The reason for both listed together is they tend to pass the customer to the other business claiming the issue is with them.

I will submit issues with Barefoot Spas first

customer service-they rarely answer the phone during business hours and when you leave a message or talk to a person sometimes you get called back and sometimes you have to call again to get any response. I have had issues with leaks and pieces not working since my spa was delivered on March 4 and as of today it is still not repaired. They told me they had local service which they do not. The first service center had problems getting a work order from Barefoot so he could come look at my spa. When I called Barefoot about another issue they had me call a different service center. When I contacted both service centers I found out Barefoot did not communicate what was going on with my spa and I had to give them information. The second service center has been out two times and has to come back again once they get parts due to Barefoot sending mismatched parts and the service center finding another leak. I request the service manager to call me back two weeks ago with the lady who answers the phone and left another message two days ago and have had no call back about my warranty since I still have not been able to use my spa. I have had 300 gallons of water two times leak from my spa that I have had to deal with because of the leaks. [redacted] of Chester VA, 804-349-3194 sold me this spa in Monroeville PA which is near where I live at an event. The salesman Ben told me about the 5 year parts and labor warranty. I asked if this was in house and he said it would be covered for the service center to come and repair at my home at no charge for the entire time. The spa was set for delivery march 1 then delayed till march 4 and outside was damaged .Desired Settlement: They have already been very forward that they will not honor the 5 year in house warranty and fired the salesman who told me this to get me to purchase their product. I would like to have the 90 days that they do cover in house either adjusted to one full year from delivery date or at least 90 days from the date I actually get to use the spa. I expect the exterior damaged panels to be replaced.

Other acceptable options are giving me a partial refund if I keep the current spa with the exterior damage, replacement with a new spa or a refund for the spa

I would also like to see better communication from Barefoot Spa to not only the customer but to the service centers they use as I have been the one that has had to keep the service center up to date on progress

I can give more specific details but I ran out of characters in that first section

This is the first time I have ever had to involve the Revdex.com with anything I have ever purchased

Thanks Mike

Business

Response:

To whom it may concern, Mr. [redacted] contacted Barefoot Spas customer service on March 20th and notated that one of his jets was not functioning properly. We dispatched [redacted] to determine the nature of the defect, and on April 2nd we received confirmation from the technician that the jet body needed to be replaced. Parts were sent UPS to the customer, and received Thursday April 9th. We contacted [redacted] to inform them that the parts were in the customers possession and service was schedule for the following Wednesday, April 15th. Upon return, the technician notated a secondary leak coming from the Ozone injector tee, and the part was shipped to the customer. The parts were received Tuesday, April 21st, and service is scheduled for today, April 24th. These repairs were all completed at no charge to the customer, under warranty. If Mr. [redacted] has further questions regarding his repair, he can contact [redacted] at her direct line [redacted].

Business

Response:

To Whom it May Concern,Many of the customers concerns need to be addressed to the distributor he purchased the product through, as stated to him when they were brought to our attention. This would include the delay in the products arrival and the damages to the spas exterior that apparently happened during the delivery. Based on conversations with the customer, these damages were not notated or brought to the attention of the delivery company when Mr. [redacted] accepted delivery. Because they were not notated, we informed the customer that the distributor would not be able to hold the delivery company liable for the supposed damages. Barefoot Spas manufacture's the product, and therefore has facilitated the repairs that were relevant to the customers manufacturer's warranty subject to it's terms and conditions. However, as stated to Mr. [redacted], per the terms and conditions of the warranty (see below) we are not liable for loss of use to due any defect, and the warranty duration cannot be extended. "Barefoot Spas, “the Manufacturer” and its representatives shall not be liable for any injury, loss, cost or other damage, whether incidental or consequential, arising out of any defect covered by this limited warranty including without limitation, loss of use of the spa and cost for removal of defective product even if the Manufacturer was advised of the possibility of damage. The liability of the Manufacturer under this limited warranty, if any, shall not exceed the original amount paid for the defective product. Coverage under this limited warranty shall commence as of the original date of purchase and the duration of such coverage shall not extend for any reason whatsoever beyond the stated time periods." As a curtesy to the customer, we waived any applicable trip charges for the services provided and he was not responsible for any charges related to the repairs that were completed under this warranty. Please let us know if you have further questions!

Consumer

Response:

In early January 2015 my wife and I went to a spa sale in our area. Barefoot was the spa on display which was being promoted by [redacted]. They had several model on display but said all were sold and they would have to order on for us but we would get the newer model. He said it would take 6 to 8 weeks for delivery.

Review: We purchased a B7 spa/hottub at the Monroeville, PA show on Friday 1/8/16. Spa was delivered at 2pm on Sunday 1/10/16. We followed all directions for set up, filling, and installation. The spa's pump and motor did not work from initial set up. Delivery and Sales were contacted immediately. They had us try air locking techniques and we sent pictures of the electrical set up. None of which fixed the problem. We were given the customer service department and had to call Monday. Customer Service sent work agreement Tuesday 1/12/16 and sent a technition at 5:15pm on 1/12/16. Technition confirmed that spa was defective with motor and pump not working. Several calls to fix the problem with customer service have been made. All of which end with them telling us it has to be something on our end, even after their technition confimed it was the spa. At this point, we have been trying to keep the temperature above freezing, not to damage it more in freezing weather; however, Barefoot spas has not corrected or offered any solution to the problem. We have requested for the spa to be picked up and a new one delivered, as this was a brand new delivery and should not be a warranty issue yet.Desired Settlement: We are asking for Barefoot Spas to exchange the spa with a new model as the one they sold us has been defective from purchase. We are asking they they pick up from our home and deliver a new one.

Business

Response:

To Whom it May Concern, [redacted] and [redacted] purchased hot tub through a company that distributes our product. On Sunday evening, we received information that they needed assistance with the set up, and our customer service manager went above and beyond to aid the customer on her personal time. At that time, the customer disclosed that they did not contract a certified electrician to do the electrical installation as stated in the pre-installation requirements and the owner manual. Based on the issue described by the customer, we believe that the electrical installation was not properly installed, and may have damaged the internal equipment. We disclosed that it was possible that the electrical installation may have damaged the equipment, but offered to have a technician dispatched in normal business hours to confirm. A technician was dispatched, and believes that the pump needs to be replaced, however the technician neglected to contact us on site as stated in the work order to allow the supplier of the pump to further troubleshoot and have parts sent. The contracted technician offered to revisit the site to complete the troubleshooting and proceed with the customer's claim, and the customer declined. We are ready willing and able to proceed, if the customer desires. However, a replacement spa is not warranted.Please contact us if you have further questions! Thank you!

Playing soccer my whole life, I've had bad knees for years and developed restless leg syndrome. Because of this It was so hard to sleep at night. which The Barefoot SS15 allows easy access in & out of the spa plus soaking in my swim spa relieves the pain in my knees and greatly reduces the shaking of my legs.
I would recommend a Barefoot Swim Spa to anyone who is looking for a way to help with eliminating these issues. After looking and comparing swim spas from numerous manufacturers, I believe Barefoot represents the highest in quality and the best in value. Oh, and even at 62, and I'm back on the field kicking the ball around with my two grandchildren even at 62.

My wife and I purchased a Barefoot Swim Spa at an expo sale almost a year ago in Harrisburg, pa. My wife's doctor had recommended hydrotherapy and exercise to help alleviate some blood circulation issues she was having from her diabetes. We had done some research on swim spas on the Internet but had never seen one in person. We were shocked to see that they had so many different models on display and one was even filled with water. We were immediately greeted by our salesperson [redacted] who told us he was a swim spa expert and made us laugh by asking if "we had brought our swim suits." 2 hours later we felt like experts ourselves from hearing all of [redacted]'* knowledge and humor. He not only explained his different models but also explained the differences between Barefoot and other brands. We purchased the 13ft model and have been extremely happy with it ever since. We are so glad we didn't waste our money on an imitation Chinese made product from the Internet but rather got a 100% American made product. After our purchase we were a bit hesitant because we tend to buy local and the company is located in Virginia and [redacted] was a rep from Arizona but the product works great. Most importantly, my wife's diabetes is now under control and our kids love it as well. Thank you Barefoot Spas!

Review: We recently purchased a spa from an event at NC State Fairgrounds. We discussed what we needed from a spa which included lower electric use by controlling the pumps and having different modes. The salesman showed us a spa on the floor that had water in it and discussed with us how the hot tub was controlled and that it had the features of multiple modes and reduced pump run time.

When the spa was delivered to us that we purchased the control panel was different and now customer service is telling us that it does not have any of the features to reduce the electric bill that we were shown. Also customer service has told us that if we do not like the hot tub then we need to contact the company that sold us the hot tub. Even though at the event we were told that the sales staff were Barefoot employees and we were getting our hot tub from the factory direct.

At best this is extremely poor training and customer service. At worse this is deceptive practices. I do not want to file a complaint with the NCDOJ or contact the media but will do so if this is not corrected.

I want the reduced use electric features that were requested at the time of purchase. We were told we would get these features.Desired Settlement: I want the reduced use electrical features that were requested and promised at the time of purchase. I want the control panel that was sold to us.

Business

Response:

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.

What a fantastic experience. Great salesperson, went above and beyond to get the hot tub in my backyard. I bought a PL7. Lots of jets, doesn't make the annoying loud motor noise my last hot tub made, water has been really clear so far. I highly recommend this company.

Review: Reported warrenty issue to Barefoot Spa on May 30, 2015. The spa, less than 4 months old, was leaking in the interior case rendering it inoperable. Photos of affected area were provided to to aid in resolution. After multiple phone calls, many which were not answered or responded to, nor the many emails has the issued been resolved after 72 days.

Over the course of 72 days, a subcontracted technician made contact to attempt to determine the issue and reported to Barefoot which parts were required. Barefoot made three partial shipments of parts needed. Each time we were forced to make contact via both phone and email to get the remaining parts. This process took at times weeks. [redacted] seemed unaware of the technical aspects of the spa needed to ensure the warranty issue would be resolved and all attempts to engage other personnel within Barefoot were not successful. The technician assigned by Barefoot on more than one occasion expressed similar frustrations.

On 8/3/15 the final part suspected to be the issue was delivered. The subcontracted technican arrived on 8/6/15 to install the parts and render the spa fully operational again. He was unable to remove the old parts and could not install the new parts without causing permanent damage to the spa. He suggested we contact Barefoot and have a factory representative complete the installation.

The same day I called Barefoot and communicated the technician's findings. We followed up with an email and their response was a " definite answe/solution" would be received on Friday 8/7/15. As of 8/11/15 no response was received. Another follow up email was sent today.

Barefoot Spa has not resolved the issue after 72 days. Multiple voicemails and emails were escalated to [redacted], Customer Service Manager have not been responded to. Nor has any response made to emails in which Richard French, CEO was CC:.Desired Settlement: The spa should be returned to like new working condition or replaced with a new spa quickly.

Business

Response:

To Whom it may concern, Our upper management has reached out to Mrs. [redacted] regarding her complaint. Per that conversation, we have selected a alternate technician to better service the customer and get the repair completed in a timely fashion. If Mrs. [redacted] has further questions, she is welcome to contact us.

Review: spa quit working its only 6 months old under full warranty and I contacted them 4 times and cant get anywhereDesired Settlement: repair or come get it and give money back

Business

Response:

To whom it may concern, Mr. [redacted] contacted our customer service on 08/9/2015 because his GFCI is tripping for his hot tub. We requested authorization for service, and a local service technician contacted the customer to schedule a service date. Based on the description provided by the customer, our support team and the service technician believe the electrical installation on the customer's spa is not wired to EBC. The customer was advised that upon servicing the spa, he would be responsible for service if the technician confirmed this. At that time, the customer declined service. We are ready, willing, and able to service the customer according to the terms and conditions of the warranty (see [redacted]). Please contact us if you have questions! Thanks!

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.

[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

Review: Purchased a Barefoot spa and delivery was 3-2-15 . At the time of delivery there were NO operation guides given. The model spa we purchased wasn't on the internet site . First problem was it overheated and shut off. Called customer service which carries the warranty only. I didn't know when I purchased the spa that it was two different companies that you deal with. One you purchase from Signature Productions and Barefoot carries the warranty. I called to get a service person with the overheating and the touch pad wouldn't stay in standard mode. I had to pay for my service call. Now I have major problems with the pump. They sent a tech to check the problem and was advised by the tech that the pump needed to be replaced. Now they are doubting the techs word, and making excuses not to replace the pump. I ask questions to Barefoot and the company says....I don't know you didn't buy your spa from us. The spa is not usable now and I just want it fixed. This is no fault of mine and either Barefoot or Signature needs to step up and do the right thing.Desired Settlement: Want the spa repaired at NO cost to me

Business

Response:

Hello Mrs. [redacted]! This is Amanda, the customer service manager. I apologize that you are not happy with the service you received. Our record indicate that we have sent a pump to be replaced under warranty and it is in transit to your location now. I would be happy to answer any of your questions or concerns. You can contact me directly at (804) 298-3950. It is our goal to provide fast friendly service to all of our customers, and get you back "into hot water in a good way"! If you feel there is something we could do better to serve you, please let me know!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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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.

Review: I purchased a Barefoot spa in 2012 from an authorized dealer whom has since gone out of business. In recent direct communications with Barefoot Spas regarding warranty work, we were informed they would not honor the warranty on our spa as noted in the warranty paperwork we received at the time of purchase. Our warranty states that plumbing, electrical, and various other parts of our spa are covered under a 5 year warranty at the least, in some instances parts are warrantied under 15 years of coverage. I have recently attempted to contact Barefoot Spas directly regarding a faulty control panel in which included copies of our proof or purchase, warranty, and a photo of the faulty panel. They have not responded to my email, however told my husband over the phone they would cover the repair, then after being placed on hold for 5 minutes he was told they would not cover the repair.Desired Settlement: I would like Barefoot Spas to cover the warranty of their equipment. If they feel they are not obligated to stand behind their product, I would like a detailed explanation as to why they will not provide coverage. I would also like to forewarn others of the quality and poor customer service offered by this company and caution anyone from purchasing a Barefoot Spa as we have nver been able to obtain the warranty coverage offered at our time of purchase and are extremely dissatisified with the product we were sold under the Barefoot name.

Business

Response:

To Whom it May Concern, Mrs. [redacted] contacted our customer service department on July 27th in regards to a hot tub she purchased through another manufacturer that is no longer in operation. The customer wished to file a warranty claim for a 'defective' topside control panel. At this time, we informed the customer that we did not manufacture the product she purchased, and the warranty through the original manufacturer was void, as they are no longer in operation. In the interest of goodwill, we extend the terms and conditions of our warranty to owners of hot tubs purchased through this manufacturer with a Barefoot Brand name and will cover parts and labor for a genuine defect in the manufacturing process as stated in our warranty. However, as stated in the terms and conditions of our warranty, "any component not manufactured by Barefoot spas, is warranted by the source manufacture past ninety days from the original date of purchase." (please see attached). Because we did not manufacture Mrs. [redacted]'s product, we cannot facilitate this warranty claim with the source of the topside control in question. If you have further questions, please contact our customer service team. 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.

1. The spa I purchased has Barefoot Spa's logo on the control panel. How can they prove that the control panel in question was NOT something manufactured by them? If they can I would like them to prove that the part/parts in question are not something they manufactured. I saw some panels that were clearly stamped with "[redacted]" however our control panel matches those shown on the current Barefoot spa website. 2. The response states that Barefoot spas responded to my inquiry sent on 27Jul2015. This is false, I (Mrs. [redacted]) never received a return phone call despite leaving a message on their voicemail nor a response to the email I sent them directly from address mandie[redacted]@gmail.com which provided a photo of our control panel and the PO documents.