ComplaintsforBestway USA Inc

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My Saluspa pump/heater was part of a recall. I received a replacement pump but there were issues with it. After just a couple days of use the plug melted. The spa is obviously not usable. I contacted Bestway on 10/1 and received a call back a couple of days later. They advised I would need to file a warranty claim, which I did right away. I had not received a replacement and called on Monday 10/21 for status. I spoke to ***** who promised to call me back same day or the next day as they could not identify the reason why a replacement hasnt shipped. I never received a call. I called again today 10/25 and was told the exact same thing. They dont know why it ***** shipped and that it was released so it should have been sent. They promised to call me back in a few minutes. It is now the end of the day and I have not received a return call. This is getting extremely frustrating. Between the use lost due to the recall and the delay with a replacement, unfortunately we will not be able to use the spa again until next year..if we ever receive the replacement.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of transaction 6/27/2024 Cost $37.45 I bought an indoor outdoor Bestway **************** air mattress and now the motor stopped working and the air mattress will not inflate.I called Bestway warranty customer service number and was told that they couldn't help me that my air mattress wouldnt be under warranty but they have a table that shows air mattresses under warranty for two or one years and my air mattress didn't even last 120 days with minimal use.If they will not replace then I would like a refund so I may purchase a defective free air mattress as I believe I was sold a defective merchandise.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have the spa that has a recalled pump I have filled in the claim form and submitted photos the first photo was rejected because cord was not cut close enough to housing, Second photo rejected because it did not show the top of the unit. So I have submitted a 3rd photo I have the feeling that this will be rejected due to some minor detail ie. Poor Lighting, Background not in focus etc, etc, I am left with the feeling that this company will do anything to not correct their design error. It's worth noting that second picture rejection was not communicated I did not learn of this rejection until I had waited 3 weeks with no response from Bestway and called their Recall phone number I assume this was not communicated to intentionally slow the process of obtaining a replacement pump. So here I set 2 months into the process without having use of my spa. I see from other responses that the company reply is a form letter stating "You need to follow directions" when submitting photos this is a total misdirection on the companies part to deflect back to the customer who has done nothing but purchased a product that was poorly designed the company should be going above and beyond to make customers whole.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  After repeated attempts I have not received a replacement pump. I got a notice of a recall on the Bestway Saluspa I purchased from ******. On September 25, 2024, I went to the recall site through Bestway. I was instructed to verify that the model number was in the recall. The model P05332. The website confirmed that model was affected. A code was generated by the website to write on the pump, it instructed to cut the cord, write the code on the pump and submit a picture of the full pump and cut cord. I followed the steps however the website was not allowing me to upload the picture, it was a .jpeg as allowed. Because the website said the generated code was for this session only and that if I go off the website a new code would be needed. I had already written the code on the pump. I called the best ways hotline number ************ listed on the website for help in submitting the photo and finishing registration. The agent instructed me to submit the photo with my name, address, phone number, purchase place, if it was in store and noting I wanted a replacement and email it to ************************* and I would receive a replacement pump in 2-4 weeks. The email was sent while I was on the phone. I received a reply from Inbound faxes that it would be reviewed shortly. Once I got confirmation it was received I ended the call. No communication was received since September 25. I called ************ on Oct 17 as I had yet to receive the replacement pump. I got totally different information. This time I was told that it still "had to be approved". I said I followed the directions, cut the cord- permanently destroying the product- and submitted the photo of the full pump with code written on it and cut cord. Now I was being told there was an approval process and I would have wait further but couldnt say how long. I requested to speak with a supervisor. I was on hold off and on for over 45 minutes and then was hung up on.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was notified that there was a recall on my Saluspa Pump that I had purchased from Bestway. I started to fill out all the information on the recall website and choose the $137 cash value instead of the replacement at first but then called and changed it to replacement pump after learning you need to cut the wire on my existing pump in order to be approved. The company refuses to send me a replacement pump for my hot tub that I am unable to use now because the option I chose was $137 cash value even though I didnt officially submit the recall until after calling the company in which they agreed that I could switch to a replacement pump. I have spent hours on the phone with them since mid September and getting no where. I am left with a hot tub I am unable to use because I no longer have a pump since they made me cut the cord in order to be approved for the recall. I do not want the $137 virtual gift card they sent me.

  Business response

  10/21/2024

  Hello ****,

  Thank you for reaching out to Bestway via the BBB as customer service is very important to us.  I have spoken with the ****************** and they are in the process of changing how you would like the recall to be handled for you.  You should already received a call from them stating that you will be receiving a new pump and not the viral payment.  Please let me know if you have any other questions or concerns.

   

  Sincerely,

  ***** ********

  Bestway

  Customer response

  10/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2024, I was notified of a safety recall for a ******* Tahiti Inflatable Hot Tub Spa. The recall is being processed by the manufacturer, BestWay. I purchased this item at *********** back on December 23, 2001, as a family Christmas gift. It sat in the box for some time before assembly. It has been just over 1 month since I started the recall process, and I have been denied the $100 gift card three times for "not submitting a picture as described" showing the entire pump with the power cord cut within 3 inches of the pump. I took several pictures and did exactly as asked.Just a little background, this inflatable spa worked as it should for one year - then it immediately malfunctioned as soon as the one year warranty period was over. I thus was out of use of the $348 purchase. Today I am asking for a full refund of $348. Not a $100 gift card, and not a replacement pump - this model of inflatable hot tub is DANGEROUS and it could have burned our house down, or WORSE. I will take this issue as far as I need to go for it to be resolved fairly.

  Business response

  10/21/2024

  Hello ****,

  Thank you for reaching out via the BBB as customer service is very important to us at Bestway.  I have contacted the recall department on your behalf to determine why your claim was denied.  They are currently working providing me the information so that I can get this resolved for you. I received a call today that I should be receiving communication from them within the next 1-2 days.  Once I receive the information, I will contact you directly and let you know what information/picture that is required to finish the recall process for you.

   

  Sincerely

  ***** ********

  Bestway

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I set up our Bestway Steel Pro MAX 18' x 48" Round Metal-Frame Pool Set on 06/16/2024 and began filling it. We noticed a small pinpoint hole in the liner on the wall of the pool. We were extremely careful when removing it from the box and set it up on the pad that we purchased to protect the liner. We spent several days removing any rocks from the area to ensure a smooth and safe surface.Although I patched the hole, I am incredibly disappointed that a $599.99 pool came with this defect, especially after all the hard labor involved in carefully preparing the area in our yard. I am sure that anyone who has gone through a process similar to ours can understand the frustration.I filled out a warranty request back in June and mailed it to Bestway and have yet to receive any sort of response. I am requesting that a warranty be offered to address this issue.

  Business response

  10/21/2024

  Hello ****,

  Thank you for contacting us through the BBB, as customer service is very important to us at Bestway.  I have looked into this matter for you would like to be able to help you file a warranty claim for your pool liner.  I have left you a voicemail with my direct contact number in order to help you with this.  It is a very simple process to upload your pictures and copy of your receipt through the Bestway website or you contact me and I can upload your information for you.  Please let me know if I can help you in anyway with this claim.

  Sincerely,

  ***** ********

  Bestway

   

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received a recall notice from ******. Sent in my picture which was quickly rejected Tried calling Bestway, only to be told "there was no manager" and placed on hold. I was told to call back. Waited for 20 min, customer service "she asked, and nothing they could do" I'm calling bull c*** on her asking. I have pictures of the pump with the cut cord....I have a close up picture of the number , proving mine was part of recall. Now, I have no spa, a cut cord, it is in the garbage , because what else am I going to do with , with nothing to show from Bestway.Ridiculous

  Business response

  10/18/2024

  Hello *******,

  Thank you for contacting the BBB as customer service is very important to us at Bestway.  As I stated in my email to you, I will need to look into for you as you no longer have the unit, and the unit is needed to follow the process for having it replaced.  I will get back to you via email if I need anything further to try and process a claim for you.

  Sincerely,

  ***** ********

  Bestway

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have now had three saluspas. Last year I purchased one and the pump operated well all winter, I cleaned and stored it for the summer and tried to use it this fall and it does not work. I get Error 18. I then bought a brand new in box pump, plugged it in to blow the tub up and set up spa for the winter. It too has Error 18. **************** just says the pump may be defective. One used, one brand new having same error or defect doesn't appear likely. **************** hung up on me when I asked for someone who has particular knowledge in this product's electrical issues.

  Business response

  10/17/2024

  Hi ****,

  It was nice speaking with you today.  I hope I was able to answer your questions about why you would need to contact an electrician to resolve your issue with the pump giving you an error message.  Please reach out to me directly per my email if you have any issues going forward with your new unit.

  Sincerely,

  ***** ********

  Bestway

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two air beds from Best Way USA one was a queen one was a twin they were sealed both of them when I opened one tried to air it up it had me open the next one it was brand new it had leaks this is the second Urban I have bought from this company that when you take it out of the box it does not hold air they will not do anything to offer me anything back I've got it from ******* and there's a sticker right on it says cannot return if seal is broke well you got to take the seal off in order to open the box to inflate the air beds so now I can't take it back to the place where I bought it and best way says they ain't going to do anything that I have to deal with ******* so I just find it really strange that not one but two air beds have holes in them brand new out of the box

  Business response

  10/16/2024

  Hello *********,

  Thank you for contacting the BBB as customer service is very important to us. It was nice speaking with you in regard to your complaint.  Once we have received copies of your receipts and which model numbers you, I will be happy to look into this for you.  I will reach back out to you once this information has been received. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩