The Hot Tub Factory

This is the most ridiculous complaint I've ever seen.  This customer bought a hot tub 3 1/2 years ago!!!!!  He financed the tub through **.  When we tried to deliver it, he informed us that he couldn't take delivery.  We agreed to keep it in our warehouse until he was ready....

 We called him dozens of times during the first year or so, then we gave up, figuring he would eventually call us to get his tub.  Well, now it's 3 1/2 years later, and he's trying to cancel out his loan with ** and get his money back!!  Who does this?????  We will gladly deliver his tub anytime he wants.  We have been storing it for FREE for the past 3 1/2 years!!  And to suddenly accuse us of forging his signature after he's been paying the loan for 3 1/2 years is a complete joke.Feel free to contact me with any further questionsThanks[redacted]

Review: To Whom It May Concern,

I have had the worst experience buying a Jacuzzi hot tub from the Hot Tub Factory in [redacted]. Buying the Jacuzzi from [redacted] at the 2014 Long Island Home show was the only part I enjoyed.

My wife and I went to the show on Saturday, February **, 2014 to look at what the Hot Tub Factory had to offer, after reading excellent reviews on [redacted] of the company. [redacted] showed us the L-365 with Monaco shell and chestnut skirt. My wife and I instantly fell in love with the Jacuzzi. [redacted] told us that he wasn’t sure if that specific tub was sold but if it wasn’t, we could have it with a $2,000 deposit paid upfront. He gave us a second choice of the L-365 with the platinum shell and chestnut skirt just in case our first choice wasn’t available. This is all written in the contract signed by both parties ([redacted], on behalf of the Hot Tub Factory and myself) executed at the show. [redacted] called me later that night and informed me that our first choice wasn’t available but our second choice was. We really wanted our first choice but we were fine with the second and excited about our purchase.

At the show, [redacted] also told us that we could finace the balance of the hot tub and suggested that we contact the office in Bohemia. A week later, while we were vacationing outside of the country, my wife contacted the office and inquired about financing. [redacted] informed her that she would return the call within the hour. We waited three hours without a response, so my wife called back. [redacted] informed her that she was still looking into it and would call back. We waited another two hours and since it was already approaching 6pm, my wife called for a third time; this time leaving a voicemail as well as transferring to the sales department where Jason took a message and stated he would relay it to [redacted] since [redacted] was irresponsive. My wife provided her business mobile since it is connected with [redacted], which transcribes all voicemails into email. Neither [redacted] nor [redacted] returned her call.

Approximately a week later, when we returned from vacation, I contacted the office in reference to financing the balance of the hot tub (specifically, 0% financing for 60 months which is offered on their website). [redacted] informed me that only the [redacted] can help me and will call me back in an hour. After several hours passed, I called back and was informed that I would receive a call back. After a week passed by, without a call, I called again and expressed my frustration about the level of service or rather, lack there of. I was transferred to the [redacted], [redacted]. [redacted] stated that he left me two messages. This is especially hard to believe since while on vacation, my mother was able to leave two messages and my employer was able to leave three. When we returned to the states, I continued to receive voicemails from my employer and others but not one message from [redacted] or anyone else at the Hot Tub Factory. [redacted] also informed me that I could not apply for the 0% finanicing becuase the price we paid was too low and they didn’t offer 0% financing to Jacuzzis bought at the home show. If I wanted to apply for 0% financing, I would have to pay a higher price or I could apply for regular financing. [redacted] provided me with estimated intrest rates because he never opened my file to find out what my balance was. So in essence, I waited a week to speak with the [redacted] who was supposedly reviewing my account to only learn that I could not apply for 0% financing. Why couldn’t one of his employees tell me that, especially if it’s common practice not to give 0% finanicing for home show purchases? This didn’t seem right to me, but with the excitement of buying a Jacuzzi, I agreed to apply for regular financing. [redacted] informed me that [redacted] would email the application right away. After several hours of not receiving the email, I called back and [redacted] told me that it should have been sent but unfortunately, she was gone for the day. It’s hard to fathom that only [redacted] has the ability to send out emails. The next day, I called again for the application. Eventually, we paid in full for the tub (on April [redacted]) and was assigned a delivery date of April [redacted]; over a two-week wait!

On April [redacted], a Jacuzzi was delivered. When I checked the Jacuzzi, I discovered it was the wrong shell and the wrong skirt. After all the hassle, we were rewarded with the wrong hot tub. Not only was it the wrong one, it was exactly the one we said we didn’t want. One deliveryman told me that they were going to leave the tub behind so that we could have a tub while our original choice was being shipped. I was upset with the circumstance but pleased with the temporary solution. The deliveryman asked me to call Norm, one of the [redacted]s, so that he could explain to me what the next steps were. Norm didn’t mention anything about leaving the wrong tub temporarily or delivering my original choice. He proceeded to tell me that [redacted] told me that I was receiving the Jacuzzi that was delivered and that I had agreed to it. In essence, I was wrong so I should keep the tub that was delivered. The other option would be to refuse the delivery and wait two weeks for my 2nd choice (chestnut skirt and platinum shell). Norm also stated that they would never sell the model we wanted for the price we paid ($10,000+). It was as if I should be happy with receiving whatever model they sent because we received a good deal, despite choosing a specific model and signing a contract for that specific model.

By this point, I wanted to receive our Jacuzzi and be finished with this company so I asked [redacted] if he was certain they had my second choice. He stated and I quote, "I don’t know; it’s not like I memorize the shipment order." So, he didn’t even know if they had my 2nd choice! I asked, what if it’s not in the upcoming shipment? He told me that the wait time would be 4 to 6 weeks. I responded (in disappointment) that 4 to 6 weeks would be a long wait time and he replied "you’re going to have the tub for 20 years whats another two weeks?" This response was shocking to say the least. We already waited two weeks (not counting the back and forth for the application) and now, we potentially would have to wait six more weeks. Yet, the funds for the Jacuzzi were already withdrawn from my wife’s and my bank accounts. What’s worse is that at no point from when this whole charade began and throughout this conversation, did anyone from the Hot Tub Factory apologize for anything. Norm asked to speak with the deliveryman to tell him him to take the incorrect tub back.

I took the morning off from work, which was not easy, for nothing. According to [redacted] (after confirming that our second choice was on the upcoming shipment), we would have to wait an additional two weeks. I’m having difficulty believing that the correct tub will be delivered within that timeframe. Three weeks have passed and no one from The Hot Tub Factory has contacted us. I send an email to [redacted] and he tells me I will have to wait until the end of the week for delivery. The hot tub is finally delivered and I think I’m done dealing with this company but no. I’m told by the delivery guy that they ran out of the easy lift arms but they will have it by Monday May [redacted], Today is May [redacted] and I have received no updates from the hot tub factory. I reach out to [redacted] and he replies “we are working on it” and nothing else. I doubt I will ever see the lift cover. This has been a very frustrating and disappointing ordeal. We will not be recommending the Hot Tub Factory to anyone; in fact, if we are ever asked we will advise against doing business with the Hot Tub Factory.

Sincerely, [redacted] A Very Dissatisfied ClientDesired Settlement: I would like to have my easy lift arm delivered and installed.

Business

Response:

This complaint has been extremely exaggerated and blown out of proportion. His contract clearly states that special orders take about 6 weeks. However, we had the exact tub he wants coming in on a shipment so we were able to get it quicker. Yes, we were out of stock on the cover lifters. Unfortunately, that happens. He agreed to take delivery of the tub, with the lifter to be installed when they came in. We can't control the timeframe that they are manufactured and sent to us.

We are planning to install his lifter this week. If he has any other issues, we will gladly resolve them.

Thanks

Review: We purchased a hot tub from this company (for upwards of $16,000.) The hot tub is supposed to be under warranty and it needed repair.

In early December of 2014 a service technician came to work on it and said that we needed a new part. We called the service dept and they said it may take a few weeks to get a new part so my husband asked if he should drain the tub and blow out the lines so the pipes would not freeze since it was winter. Their phone representative told him NOT to drain it and that it isn't that cold yet and it wouldn't be a worry. We figured she worked for the company and represented them and since it was under warranty we should listen to her and do what she said.

It took 6 full weeks for them to get the part and return to replace it. (It wound up he needed another part and so then another month went by. They now claim that it was an electrical problem that caused the part to be damaged in the first place and said they really shouldn't be liable for that part that they were replacing, yet they did not notice that upon installation of the tub, or in December when they were there ... ? Does not make any sense but that wouldn't matter in any case because what the real damage is that we are dealing with are the frozen pipes that all need to be replaced.

When they came back to do the repair after the part finally came in (2 months after that first call in December) the repair person said we should get heaters and run them because most likely the pipes would be frozen. At that point when he was there that week it had been below freezing temps for weeks already.

We went out and purchased 3 portable heaters (another expense for us that could have been avoided) and ran them all day and night but obviously it was too late. They pipes had already burst which would have been avoided if we had drained it and blew out the lines like we wanted to from the beginning but were instructed NOT to do by them.

In any case, our pipes froze and broke and of course THAT is not covered under warranty. After my husband said he would drain the tub to make sure that wouldn't happen and they told him not to. Apparently they don't care if the pipes freeze because if they do freeze and need repairs they can charge $150. per hour for labor plus the cost of parts so they make more money if we fall victim to their scam of telling you to leave the water in the tub.

It has now been a full 6 months that we have not had our hot tub working. It is still to this day sitting unused and will most likely have more issues due to not being used for such a long time. A half of an entire year to get our tub fixed and we were expected to pay out of pocket over $1000 to do so and yet we still can't get them to show up or even answer our calls! They take days to return calls (if they ever do-usually they do not) and weeks to get a person to come out. The last time we finally got a technician to come he was 4 hours late and then he ran out of time to finish the job. He said he would be back the following Monday ...I stayed home all day and he never showed. More loss of work and more time with no hot tub that we paid so much money for.

We have left numerous messages and they will not call us back. We are now looking into getting another company to fix the pipes and will likely take The Hot Tub Factory to small claims court to redeem some of our losses. We spoke to legal counsel and found out that we have a very good case since they were the ones who instructed us NOT to drain the tub and are now charging to fix the broken pipes that could have been avoided if their representative didn't give the wrong instructions. They are liable for the repair to due to her negligence. We have tried to resolve the problem with them on our own to no avail. Last week after the service rep never showed we left numerous messages and never once got a return call. We have phone records to show how many calls to them we have made and also can show through our phone records that they have not called us back. What they are doing is completely unfair and we need help to resolve this awful situation.

Thank you.Desired Settlement: Finish the repair within a week with NO charge to us since they are the ones who told us not to drain the tub. If they still refuse to return our calls we will hire an outside company to do the repair and take them to small claims court to get the money back for the repairs, loss of use of the product for 6 months as well as loss of wages for the days we stayed home when they were supposed to come and never showed.

Business

Response:

This issue is a lack of communication. We never told the customer not to winterize the tub. Obviously water will freeze in the winter! We also attempted to contact them many times with no call back. To make a long story short, the customer admitted that it was mostly their fault, and we have now finalized the repair and the customer agreed to remove the complaint completely, so hopefully they follow through.Thanks

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I called [redacted] to say I could not take delivery of a hot tub I had been making monthly payments on, due to lack of work and the necessity to leave **. He was sympathetic and promised to call me within a week, but told me to call him back if I did not hear from him. 2 weeks later I called the office and he was not there, nor returned my call. At that time, I contacted the bank ([redacted], [redacted], [redacted]., which at time of purchase was [redacted]) who told me to suspend payments while they investigated. It took them 60 days to tell me that they contacted Hot Tub Factory and they refused to refund my money...I NEVER TOOK POSSESSION OF THIS PRODUCT!...I then called [redacted] again, this time got his partner ([redacted]) who was disrespectful and arrogant, so even if I could continue to pay, I would not want to give this company any business at all. I have already told everyone I know of their practice and to avoid them. ATTN: WHEN GOING THROUGH THE PAPERS SENT FROM THE BANK, I SEE A FORGED SIGNATURE SALES SLIP COPY STATING I RECEIVED DELIVERY ON 12/**/11...LIARS !!!!!!!!!!!!!!!! MY SIGNATURE IS FORGED TWICE !!!!!!!!!!!!!!! Please forward info as to where I can press charges against this companyDesired Settlement: I want an apology from the business, and the bank who charged me late fees after telling me to suspend payments (which were reversed when I threatened to contact the banking dept) and a full refund of what I have paid so far. I also want to be sure nothing derogatory is on my credit report as a result of this account. Thank you

ATTN: I WANT TO PRESS CHARGES AGAINST THEM FOR FORGING MY SIGNATURE TO SALES SLIP DOCUMENT CLAIMING PRODUCT DELIVERY

Business

Response:

This is the most ridiculous complaint I've ever seen. This customer bought a hot tub 3 1/2 years ago!!!!! He financed the tub through **. When we tried to deliver it, he informed us that he couldn't take delivery. We agreed to keep it in our warehouse until he was ready. We called him dozens of times during the first year or so, then we gave up, figuring he would eventually call us to get his tub. Well, now it's 3 1/2 years later, and he's trying to cancel out his loan with ** and get his money back!! Who does this????? We will gladly deliver his tub anytime he wants. We have been storing it for FREE for the past 3 1/2 years!! And to suddenly accuse us of forging his signature after he's been paying the loan for 3 1/2 years is a complete joke.Feel free to contact me with any further questionsThanks[redacted]