Victim Accounts
You Are Not Alone.
The following accounts are drawn from publicly filed complaints, BBB reviews, and court records. Names and identifying details have been omitted or abbreviated to protect privacy. Every story here represents a real person who trusted Factory Spas Direct, LLC — and was let down.
Active Court Action
A Civil Case Is Now Before the NYS Supreme Court.
A summons has been filed against Factory Spas Direct, LLC in New York State Supreme Court (Index No. 2026-55655, filed September 15, 2026). This is an active proceeding. If you have been harmed by this company, your documented complaint strengthens the public record.
Documented Accounts
Complaints on the Public Record
The following accounts are drawn from publicly filed BBB complaints. Each represents a verified consumer interaction with Factory Spas Direct, LLC.
"I ordered a hot tub and paid in full. Months went by with no delivery and no response to my calls or emails. When I finally reached someone, I was told there were 'supply chain delays.' I never received the product or a refund."— BBB Complaint — Verified Consumer
"The spa arrived damaged. The shell was cracked and two of the jets were broken. I contacted the company immediately and sent photos. They acknowledged the damage but refused to replace the unit or issue a refund, claiming it was a 'shipping issue' outside their control."— BBB Complaint — Verified Consumer
"I was promised delivery within 8–10 weeks. It has now been over seven months. Every time I call, I get a different story. I have been told the spa is 'on a truck,' 'at the warehouse,' and 'waiting on a part.' None of it has been true."— BBB Complaint — Verified Consumer
"After waiting nearly a year for my order, I demanded a refund. The owner became hostile and threatened to charge me a 'restocking fee' for a product I never received. I had to dispute the charge through my credit card company."— BBB Complaint — Verified Consumer
"The hot tub was delivered but it was not the model I ordered. When I pointed this out, I was told the model I ordered was 'discontinued' and this was an 'upgrade.' It was not an upgrade — it was a cheaper unit. I paid for something I never received."— BBB Complaint — Verified Consumer
"I left a negative review online and was contacted by the owner, who threatened legal action if I did not remove it. I have screenshots of the messages. I am not removing my review — what I wrote is true."— BBB Complaint — Verified Consumer
All accounts on this page are drawn from publicly filed complaints and review platforms. Names and identifying details have been omitted or abbreviated to protect victim privacy. This page does not constitute legal advice. If you have been harmed by Factory Spas Direct, LLC, file a complaint with the NYS Attorney General, the FTC, and the BBB.
Your story belongs here.
Every documented account makes it harder for this conduct to continue. File your complaint with the NYS Attorney General and add your review to the public record.