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Capital Hot Tubs & Saunas complaints

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25811 Frederick Road
Clarksburg, MD 20871-9758 | Get Directions

(301) 607-4670

http://www.capitalhottubs.com

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Total Amount in Dispute:
$6,860.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against Capital Hot Tubs & Saunas closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against Capital Hot Tubs & Saunas

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9/21/2023

RESPONSE: Complaint was not answered Amount in Dispute: $6,859.80 Amount Settled: $0.00

Customer Complaint

8/28/2023

I bought a 3 person sauna from this company last year in October. When the sauna was delivered one of the main panels had a hole busted through it. The delivery men noticed it while unboxing it on my front lawn. They showed it to me and called the office and had me speak with a manager. They assured me that if I would just allow them to install the sauna as is, they would deliver and install a replacement panel, free of charge, once they received it. They said it could take months to receive the replacement panel, which is why I should just take the sauna as is, to be able to use it by the expected date of delivery. In the following several months I called and left several voicemails DURING BUSINESS HOURS and they straight up avoided me. I never got a response or anyone to pick up my calls. It's almost as if they blocked my number. I was fully charged for a sauna with a broken panel and the issue was never rectified. This company has many good reviews - but the people who left them must have received intact equipment upon delivery. For me - No emails, call backs, just 0 effort or care to resolve the fact that I bought a near $7000 sauna that was defective before installed. To say the least, I'll never support this company again. Procrastination is surely an issue in my case because I'm just now getting around to calling this company out for this complete lack of care for me, as a customer. I've had many things going on that kept me from addressing this stressful sotuation Resolution Sought Give me my money back.

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