Softub

Had our Softub for one year, received 8-2021, but didn't work, new hydromate was sent to us which worked fine. Now less than a year later, July 2022, its broke again. Repair person said a new control panel is needed but the part is on back order. At this point our Softub has been out of commission for over two months Sept 2022. No one knows when this part will be in again, but, Softub continues to ship new Softubs out. I guess they have the parts to make new Softubs, just not the parts for warranty repair. No money in warranty repairs for them, meanwhile we have spent thousands of dollars for a Softub that is useless after only a year of use. If they aren't going to stand behind their warranty, they should refund our money.

I bought this hot tub in good faith. Last year all of the water disappeared out of it. I called the company as it is still under warranty which is kind of a joke because the warranty has a deductible…… So much for a warranty. I sent the pump and tub back in July 2020. While attempting to bag up the tub one of the reasons for the leak appeared as when we turned it up on its side the bottom had come apart from the tub. The tub has been at the factory in New Bedford, MA until today when out of the blue the damn thing arrives without ANY notification. I get home and the side door on my garage is blocked as is the access to the back yard stairs and the back door stairs. I have NO idea as to what they did to it becuase I was reached out to back in Sept by someone who told me it was fixed. In fact she did NOT know what she was talking about which became clear when she couldn't tell me what was done to it. I sent an email on OCT 9, 2020 asking for an update which went unanswered. Today the damn thing is now here without a damn word from this company. This is by far crappy customer service and the worst communication possible. I don't even know if its fixed, what they did to it, if there is a warranty for what was done, etc. How pathetic to treat a customer this way. I only paid $5,000 for it why shoud I expect to be communicated with appropriately, professionally and respectfully. Pissed off beyond words. They should refund me the deductible for this kind of treatment.

To Whom It May Concern,Softub, Incalways has and always will support it's product by honoring the warranty of the products it offersSoftub, Inchas decided in the interest of customer satisfaction to accommodate the customers request of a full refundAs of this writing, the credit has already been issued to the customer.Best Regards, [redacted] Vice President of ManufacturingSoftub, Inc

Softub always has and always will honor the warranty of its productsSoftub, through the customers dealer Evergreen Softub, has been in communication with this customer since AprilSoftub has offered to repair the tub under the warranty and this was communicated to the customer by telephone, email as well as a written letter sent in the mailThe warranty covers all parts and laborThe customer is responsible for either paying the dealer a trip charge, which is an amount charged by the dealer to get to the customers home to do the repair, or for getting the tub to and from the dealers location so the dealer can do the repair at their facilityThis is per the warranty and is clearly stated in the warranty itselfSoftub performing per the warranty and has communicated this to the customerThe customer needs to either pay for the trip charge or coordinate getting the tub to and from the dealer, per the warranty Softub is honoring the warranty of the product