• Report: #830791
Complaint Review:

Laguna Bay Spas

  • Submitted: Sun, January 29, 2012
  • Updated: Tue, May 15, 2012

  • Reported By: Anonymous — United States of America
Laguna Bay Spas
1044 Fordstown Rd, Kingsport, TN Kingsport, Tennessee United States of America

Laguna Bay Spas ,recdirectfactoryoutlets.com, mfgspasdirect.com, discountspasdirect.com, absolutepoolsandhottubs.com Laguna Bay Spas Ripoff Scam Kingsport, Tennessee

*Consumer Comment: Not that bad

*UPDATE Employee: Misinformation

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I worked for this company as an independent sales rep, running one of their physical locations, which is listed on one of Leisure Products websites, www.recdirectfactoryoutlets.com. They do not even claim their employees when reporting taxes, so their employees including my earnings were not reported until I made sure they were. They charge customers tax on product for states where they have locations but they don't even report it. Laguna Bay Spas is their primary product, which used to be Infinity Spas before it filed for bankruptcy and did not pay owed monies to vendors and employees, in addition to providing no notice whatsoever as for it was shutdown the same day. The inventories for Infinity Spas were taken to the new location for Laguna Bay Spas and sold under a different brand name.

If you purchase a spa from Leisure Products/RecDirect Factory Outlets, and it breaks while still under the supposed warranty which is listed on their website, you will run into great difficulty in getting the issue resolved. Not only do they never pickup their toll free technical support number (877.722.4097, option 6), but the customer will not get their spa fixed unless they threaten a charge back on their credit card. If the customer paid by cash, check, or finance, they will have to take legal action in order to get it fixed.

They terminate their sales reps for each territory at the end of every year, and hire someone new when the season starts up again in the Spring. They do this for obvious reasons, mainly because they know their spas will break and there will be no one to contact. They told me to change my cell phone number, in case any customers have it, and said that most sales reps change it when they are no longer with the company. They tried to urge me to do so, but I refused.

The most regularly occurring issues are leaks (they all will leak I was told by management at the plant in just a matter of time and usually soon), broken heaters (the heaters are faulty and the service people they use are fully aware of this) which broke regularly on clients of mine and it took weeks to get them fixed in the dead of winter, the topside controls break regularly, and the mp3 stereos break constantly due to electrical issues, which are very common in general with their spas. I feel extremely bad for all the customers I sold these too, and I deeply apologize. I did not know this was such a poor company who takes advantage of its customers.

This report was posted on Ripoff Report on 01/29/2012 03:59 PM and is a permanent record located here: http://www.ripoffreport.com/reports/laguna-bay-spas/kingsport-tennessee-/laguna-bay-spas-recdirectfactoryoutletscom-mfgspasdirectcom-discountspasdirectcom-a-830791. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Comment

Not that bad

AUTHOR: Mikemad - ()

I purchased a Hot tub from Laguna Bay Spas in Dec of 2011.  It did not work properly from the get go.  Troubleshooting was a pain, I had to do with a tech, who was very helpful, but it was a cumbersome process.  We finally go the tub working (they send me a replacement pump, top side control panel,  Heater and "black box" (they call them pump packs).  They did not ask for the old parts to be returned.  The tub worked fine till Nov 2013.  I finally got around to calling support today and they were very helpful and are shipping out a new heater and pump packs, along with  damaged cabinet peices. All under the 5 year warranty, no questions asked, claimed parts would be here in two or three days. 

To me that is pretty good customer service.  The parts for these unit are not of the highest quality (In my humble opinion) but they do stand behind their product and it's warranty.  I purchased from them because I wasn't sure I would use hot tub much (ALL THE TIME is more like IT!) and went cheap. I went with  the 2 pump 106 jet X-12 and sure wish I went with the 3 pump 122 jet X-14.  Oh well, live and learn! 

I have gotten WAY more then my $5800 of usage out of this tub.  With a 5 year warranty, that $1200 a year for the tub or $100 a month.  More then worth it, to me.


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#2 UPDATE Employee


AUTHOR: Randy - (United States of America)


I am a actual employee of Leisure Products and would like to respond to the false statements listed above by former independent contractor Sean Hennessey(He didn't list his name because he violated several provisions of his contract in the above accusations). First, even in Mr. Hennessey' complaint he states he is a Independent Sales Represenative, but right below says his earnings are not reported as a employee. He is well aware they are reported to the IRS as a 1099, as Mr. Hennessey is a contracted Sales Represenative, not a employee, and this is defined in the contract he signed at his own free will. He even went so far as to give several false statement to the NY State Department of Labor, including saying that he had no contract at all. His intentions were too collect unemployement benefits even though he agreed he was not a employee. We have turned over the proper documentation to prove that.  

Next he states the company charges sales tax and doesn't report it, which is absolutely another flat out false statement. He then moves to say Laguna Bay is the same company as Infinity Spas and even accuses them of moving inventory into there facility from Infinity Spas. Interesting enough, Laguna Bay was started in 2009 and Infinity Spas didn't even close it's doors until late 2011. We certainly do have some of the former employees of Infinity as we picked the best ones and they are very experienced and good hard working people. But to accuse us as being the same company is once again false. Anyone can Google these facts.

He then talks about Warranties. Anyone can call our toll free line and get through to our customer service department, as we are happy he listed it here so customers can see that is also incorrect. It would not be possible to handle business the way Mr Hennessey claims and not have a single report on all the Internet complaint sites. We work very hard to make sure all our customers are satisfied and it is truly sad that a disgruntled contractor goes and writes a article of false accusations like the above. Are we perfect, absolutely not, but our management team are all very dedicated to providing a quality product for a excellent price. If you google our competitors like Thermo Spa, Master Spa, Cal Spa, and so on, they all have many complaints and do far less direct sales than Laguna Bay.

In the next paragraph, Mr Hennessey states we fire all our sales representatives every year. The facts are actually that Mr Hennessey' contract was terminated as for 6 months he maintained the companies lowest closing ratio of 17 total representatives. He is only the 3rd Represenative in 3 years to be terminated with not one Represenative terminating there contract voluntarily. Unfortunately, our company spends much time and money on marketing, and when contractors do not perform there agreed on obligations, we must make a change like any company would do.

Now the last paragraph. He talks about mostly the spas leak, bad heaters, bad MP3 players. I would have to agree with Mr Hennessey as Laguna Bay has had those issues occur like any spa manufacturer, but maintains a consistent 2% or under failure rate, which is far better than most spa manufacturers. This is because of our extensive water testing procedures. If Mr Hennessey really cared about his customers, our company would have never received so many complaints on non-responsive email and phone calls, to things as simple as a missing chemical kit. He was only interested in his commission check. Most of our representatives go above and beyond and personally make sure there customers are satisfied, but this was never the situation Mr Hennessey attempted.

He had no issues selling spas until the day his contract was terminated, but has since decided how bad he feels for working for such a bad company. As of 9AM on February 28th, Leisure Products has turned over suspected criminal charges on Mr Hennessey involving the very spas he says are so poor. It is of our opinion Mr Hennessey will be found guilty of these, but ultimately he will have his chance to defend himself in the NY court of law.
It is truly sad that that anyone can just call a legitimate company a scam and rippoffreport allow the posting. Leisure Products is the largest tanning bed manufacturer in the world, and Laguna Bay is the largest retail direct spa manufacturer in the world, and we have all worked very hard to achieve this success. The measure of any great company is its customer service, and it has always and remains a top priority for all of the employees here. We wish Mr Hennessey would have shared the same values and he would still be part of the team today.

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