Woman calls Better Call 4 about hot tub complaint

Better Call 4

COLUMBUS (WCMH) — Brenda Norris injured her back while on the job in 2007.

After surgery, complications, and more pain, she attended a hot tub sale in April of 2017, hoping a hot tub would provide her some relief. She bought a Master Spas hot tub from Leisure Time Warehouse.

“And they promised us, you know, we can put it in the ground for you, we’ll do the decking, we’ll do the electricity, you know…all this,” said Norris.

Two months later, in June, the spa arrived. But it wasn’t what Norris expected.

“The shell was the wrong color. We dealt with the shell, we just kept it,” she said. The side panels came in brown, they were supposed to be gray to match our house, and the cover is wrong.”

After a few adjustments, the hot tub was in place, up and running by October of 2017. Norris said she started to experience issues in August of 2019. Since then, Leisure Time Warehouse has replaced four pumps, two cracked pipes, three control panels, and seven motherboards.

“I was calling them every day,” said Norris.

Better Call 4 reached out to Leisure Time, and company president Ted Dellas responded with a statement, which said in part that the company has “provided hundreds of hours of travel time, phone time, service time, and labor hours” for Norris’ spa, “all to no avail.” Dellas described the hot tub as “a quality, well built, well serviced unit.”

Leisure Time has been in business since 1987 and has an A+ rating with the Better Business Bureau. Master Spas also has an A+ rating with the BBB and has been in business for 25 years. Master Spas founder and CEO Bob Lauter says the company is the largest U.S. based spa manufacturer.

Dellas told NBC4 that he believed Norris had outside people work on the unit who were not factory approved “who we believe caused problems themselves.”

He suggested Norris provide “a written outline of her issues.” Dellas said, after that, he and the factory would “provide a written outline of what will take place.”

Norris agreed, and on February 3, the company made what both parties agreed were the final repairs to the hot tub.

As of Tuesday, February 23, Norris said the hot tub is working properly. She accepted the company’s offer to order a new cover.

To check the BBB rating of a company you’re considering doing business with, click here: https://www.bbb.org/

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