Barefoot Spas

Review: Purchased hot tub November 2015, having non stop issues with hot tub over heating, ozonator not working, filter basket to tight to allow water to flow through filter. The issues started the moment it was installed. Was dealing with supervisor Amanda, she kept snickering as she talked to me. Was suppose to check out the filter baskets to see if we were given wrong basket but never did. I verified with delozone that the ozonator is not installed correctly. We have to pay for a tech $110 just to look at it and then $60 an hour if he has to work on it. Why should we have to pay for a tech for their defects. Isn't there a lemon law ?Desired Settlement: We would like them to refund our money and come get the tub or send a tech at no cost to us to resolve the issues

Business

Response:

To whom it may concern, [redacted] and [redacted] purchased a spa we manufactured from one of our distributors. She has contacted our customer service department on several occasions and expressed concerns about dirty water in her spa. More than one representative expressed to the customer that based on over the phone troubleshooting, the hot tub is filtering as designed and the dirty water is likely caused by a heavy bather load and recommended adding a supplementary sanitizer to the customer's maintenance regime. The customer expressed that she did not share the same opinion, and wanted a technician out for further diagnosis. Because the customer did not wish to complete the authorization form required for service as stated in the terms and conditions of the limited warranty, we would not be able to facilitate this service. We provided the name and number of the local contracted service technician, because the customer expressed they would like to contract with him directly. Based on our conversations with Rick from [redacted], the customer has yet to schedule this service, but based on his communications with the customer, he also believes that spa is filtering normal. Please let us know if you have questions!

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.

[No offer was made accept for me to pay a tech out of my pocket $110 to come take a look and also they lie and do not tell the entire story. hot tub over heats, ozonator has been verified by mfg delozone that is installed incorrectly. and filter basket will not let water through to filter. service tech told us that the hot tub is junk, and he would never own one. and he can't come till we pay up front. why if it is covered under mfg warranty. these issues started immediately upon installation. and no heavy bathers as we can't use the tub because of the over heating and poor filtration system. you can count on one hand since purchased the amount of times my husband and I tried to use the tub . Only 2 people live here. so once again tell me how heavy usuage is a problem, I think you have to get in the tub to be classified as usage right? Amanda refused to acknowledge my issues!! So she just lies about our conversations to protect the company.Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I purchased a $21,326 [redacted] on August 24, 2014. It broke down on October 11, 2014 and Barefoot did not honor its warranty as implied at time of sale. The sales person informed me that everything was covered under warranty for either 5, 7 or 10 years. Barefoot requires the customer to give them a credit card and authorization prior to even beginning a warranty claim. The warranty claim was denied and my credit card was billed. They also claim to have local repair people which thy do not.Desired Settlement: A refund of the charges and the deceptive practice of requiring a credit card and authorization prior to beginning a warranty claim stopped. I want the implied warranty honored as sold to me with out excuse. I want a local service person as implied.

Business

Response:

Revdex.com Case # [redacted]

Review: The sales force and the company's brochure states that the spa includes "gate valves" in their product. This feature was an important part of the decision to purchase. The spa delivered contained no "Gate Valves" and the company states that they no longer include them in their product. This is false advertising, fraud.Desired Settlement: As this feature was prominently ddisplayed in their brochure they should provide a refund of $1,000.00

Business

Response:

The customer wrote:

Just wanted to let everyone know how happy my wife and I are with our brand new ML7 by Barefoot Spas. After moving here to Wilmington, NC it was time for a replacement. We went to the Spa Sale and met [redacted] who was very knowledgable on not only Barefoot but other brands as well. We decided on the ML7 model because it had the deep lounge and about triple the jets of our last tub! Not to mention, at almost half the price! These guys are the real deal. There is not a day that goes by that we don't sit in our tub with a class of wine and relax. Thank you again [redacted] and [redacted] for the great deal and quick delivery!

[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]

Very Professional the salesman were very nice and informative. No hidden fees no fine line print. I called the customer service dept. just to see what sort of customer service they had and they informed me that they answer the phone 7 days a week "to ensure maximum customer satisfaction" unbelievable! what HOT TUB company has 7 days a week customer service?! the product is amazing cosmetically and build sturdy. Not to mention American made. You cant beat the price for the quality.

Great buy all around highly recommended.

Review: I purchased a spa from barefoot on june 6 2015 at the New York state fairgroungs. The keypad that controls the spa went bad apox 2 months later and is still not functioning properly. I have made several phone calls to get barefoot to get someone to fix it and all they tell me is they are trying to resolve the problem. It has been a month of dealing with their customer service people in Virginia and it seems all they have is excuses. Could someone please help me with this company. Thank youDesired Settlement: All I want is the hot tub repaired or replaced asap.

Business

Response:

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!

Business

Response:

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!

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,

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: I purchased a hot tub from Barefoot Spas. It was delivered on 8/4/45. It has only worked for two days. After two weeks, a repairman was dispatched, and informed me that I needed a new pump. That was three weeks ago. Afyer numerous unanswered phone calls and no results, I am turning to you.Desired Settlement: Have an operating, functioning hot tub

Business

Response:

To Whom it may concern, Mr. [redacted] purchased a hot tub from one of our distributors on 08/04/2015. The customer called our customer service on 08/06/2015 describing the symptoms of an airlock, which is typical in initial start-up procedures. After walking the customer through programming the topside and the releasing the airlock, the customer continued to experience issues and we elected to send a technician under warranty. The technician scheduled the customer for service on Saturday 08/22/2015 and determined the customer needed a replacement pump. We received the serial number of the pump from the customer on 08/26/2015 needed to get a replacement pump from the supplier. This information was provided to the supplier and a replacement pump was sent to the customers location on 09/09/2015 and is scheduled to arrive next week. UPS Tracking number: [redacted] We have contacted the local technician to inform him that parts are in transit and a service call has been scheduled for 09/19/2015 for the installation. We apologize for the delay in the services provided. As an apology, we have sent the customer a complimentary 90-day supply of his sanitizer system. If you have questions, please call!

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,

Pump was installed on 9/19/15., after three week wait. Barefoot is very unprofessional. Did not return five phone calls for a week.

As I was walking around the [redacted] on opening day, I came to the Barefoot hot tub display. While looking at them, a salesman, [redacted], came over to help me. He was quite knowledgeable, personable, and friendly. I asked him a ton of questions to which he always answered in a pleasant manner. He was not pushy and remained friendly. I had been interested in getting a hot tub for a long time and thought this was a fair price, so I decided to purchase the hot tub. Delivery was scheduled for several days later. I have been enjoying my hot tub every day since I got the electrical hookup. I have called and texted [redacted] several times since my purchase with questions. He has always answered me promptly and been as personable as before the sale.

I purchased a spa from Barefoot back in August at a promotional event. Although I had a good experience at the sales event, I was a little skeptical making a purchase from a non-local company. I thought they were from Maryland but after my searches on Revdex.com I realized they were a Virginia company.

I promised the guys I worked with that I would write a review, POSITIVE or NEGATIVE, depending on how the product experience resonated with me. Well, it definitely leans towards the POSITIVE. I love the spa (MB7). I use it more than anticipated...not sure if that is a positive to the company or to hot tubs in general. Reflecting on my purchase, though, I am happy with my decision. Only reason it is not a 10/10 is the fact that one of the lights did not work when I first got it...but they fixed it quickly.

Barefoot delivered what they promised and was there to rectify my light issue quickly. Owning my own company, I know what effect reviews can have on business. And, knowing that, I am posting this.

Long story short, thank you!

I bought my first hot tub after doing a lot of research. It took me six months to make a decision. I started having problems after about a year and the local guy I bought it from was very slow and somewhat unresponsive to my request for service.

About six months ago I traded it for a Barefoot spa bought from a expo at convention center near my home.

Not only was the busing experience fun but I paid less than I did for my first hot tub and this one was larger and had twice the power. Factory direct is the way to go!

Review: I purchased a swim spa from this company in January 2015. In March 2016, I noticed a piece of the cabinet had cracked and fallen off right at the screw. It appeared the screw was screwed in too tight and after the cold winter, it cracked in this area. I called the company and was told to email them a picture of it. I sent several photos. I never got a response from them. When I called to follow up, I was told it wasn't covered under the 5 year cabinet warranty because it wasn't a "structural failure" of the cabinet and that something must have hit it. I asked them how they could make that determination from a photo and requested they have someone come out and take a look at it. They said they don't do that. I then asked to speak with this person's supervisor as I disputed their warranty denial. I was sent to Amanda's voice mail. I left her a message and got no call back. I called again 2 weeks later and left her another message. Again, no call back. I called again and left a message that I wanted to speak to her manager. Again, no call back.

I spent $12,000 on this swim spa, got denied my warranty claim based on a photo and got no response to 3 phone message requesting the manager call me back.Desired Settlement: I want them to honor the warranty they sold me and replace the piece of broken cabinet due to their manufacturing defect

Business

Response:

Mrs. [redacted], This is Amanda, the customer service manager. I apologize that we have not been in contact with each other. I received both your messages, and attempted to call you back both times... unfortunately, both times someone picked up the line and hung up, which did not allow me to leave you a message. I have attached a copy of the warranty terms and conditions that are also available for download on our website. I would be happy to answer any of your questions regarding the difference between a structural failure and a cosmetic crack, which was shown in the pictures you provided. Please feel free to call me at my direct extension [redacted] or email me at amanda[redacted]

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.

First of all, you never attempted to call me. The number I provided is my cell phone # and no one else ever has that phone so no one would have picked up the phone and hung up. I can provide my cell phone records to document that if necessary. This crack, although you may classify it as a cosmetic crack, was the result of a manufacturing defect in that the screw was screwed in too tightly and the cabinet split. There is now a defect in the cabinet. Is that not a structural defect of the cabinet? You do not cover manufacturing defects one year after purchase of a $12,000 swim spa?

Regards,

Review: I purchased a [redacted] last October. I had trouble with the delivery schedule,but I finally had the $ 30,000 pool delivered. Once I started to fill and use the pool I found a number of scratch and dents. I tried to call them, they responded once to my answering machine, but never again. For nine months since I have not been able to get anyone on the phone, through their website, even after leaving messages at both. Last week the Spa side of the pool went dead, I again tied their website and phone, they would not answer so I dialed one of their sale representatives, he spoke to me and said we'll get on this right away someone will call me Monday or Tuesday. No call and still no email, they give a Warranty (5 years on what I assume is the issue) but if I cannot get a hold of anyone guess it does not matter. I did give them a bad review and they did not post it, the website seems fake and the way the phone tree is set up after pressing 0 a few times it says [redacted] Manufacturing, the way they act (once they got my money they lost my number) makes the company seem shady and not as reputable as they, Signature Productions and the websites seem.Desired Settlement: I would like a settlement on the original damage (financial or consumer goods), I'd like the current dead Jaccuzi fixed and in the future the customer service to actually answer the phone or call me back within 48 to 72 hours, even an automatic email with ETA of a real response. and they need much better user brocures and manuals especially for a new user of their biggest and most expensive item.

Business

Response:

To whom it may concern, On September 11, 2014, [redacted] submit a website inquiry looking for an owner's manual for a spa purchased and delivered through a distributor. Our representative contacted the customer that same day and provided this instructions via email, and informed the customer that they are available for download at anytime on our website. On October 2, 2014, the customer left a 2 star review on our company [redacted] page stating the following "Bought the [redacted] manuals are not any good, small defects with the pool and spa, maintenance costs are way more then the sales man from Signature Production's sales man said they would be, still do not know what all optional items are on my pool, it's like they dropped it off and said "here sucker good luck" they won't respond to email complaints" We do not have record of any e-mails from the customer that went unanswered, however, upon receiving the customers complaint, we responded on the company [redacted] page "[redacted], I apologize that you have not been able to get in touch with us so we can better assist you in learning to operate your new Barefoot Spa! Our customer support line is available 7 days a week, or you can email us with any questions you may have! Our system indicates that our team member [redacted] contacted you on September 11th to check that everything was running smoothly, and sent you instructions on how to drain the spa. If you have other questions, we are always happy to help!" and a member of our customer service department followed up via telephone and left a voicemail for the customer. The customer did not return our call at that time, but submit a new website inquiry on June 15, 2015 stating that he had lost power to his hot tub. We tried to reach the customer at both numbers on file daily and were unable to reach him or leave a message. The customer called in again on June 19, 2015 and we were able to initiate a warranty claim on his behalf. The warranty claim is currently in process and a local technician will be schedule service with the customer to determine the nature of the defect. Please contact us if you need additional information. Thank you! [redacted]

[redacted] Also called the customers number on file and left a message asking them to call me back on my direct number.

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,

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])