Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family purchased a hot tub, knowing that it was going to be a big investment. We did a research thoroughly and looked at many different places purchasing one. The hot tub that my family purchased we were told was one of the best in the markets and had high ratings. We were also told that this was a low maintenance hot tub and also did not spike the electrical bill too much. This hot tub been the most maintenance we have ever done and also quadruple our energy bill. **************** does not seem to be a help, this hot tub is constantly running and never shuts off. The amount of money we have spent for energy bill and maintenance bill is through the roof. This investment was the worst investment that we ever partake in. The conventions that they hold in our area, we will be sure to notify people before they go in to make an investment so they dont turn upside down like this one did for us.

  Business Response

  Date: 02/05/2025

  This is the same complaint in regards to complaint #********.  They still have refused our help and still have not called in regarding any issues.  As much as we want to help they are refusing to follow directions  we now know something new which is electricity is an issue but once again this could easily be resolved most likely through being willing to actually have a conversation with me as I believe there is just a simple user error going on.

  Customer Answer

  Date: 02/05/2025

   I am rejecting this response because:
  
  We would like to work with a different technical support employee than the previous one who was rude to us. 

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a hot tub, (sn ******) and was promised this was one of the best in the market and one of the best features was that you dont need chemicals. Apparently with the dual pump in the hot tub it will stay crystal clear with NO chemicals. Everything we were told was a big lie. We have dumped so much money into this hot tub every single week on chemicals. This product failed me and my family. I would love someone to come grab this junk and give my money back as it is the worse hot tub product on the market. The filter is not even doing its simple job of collecting the dirt in the hot tub. How would you like to spend $9000 on a product that absolutely turned out to be awful. Now Im stuck with a financial loss and a waste of space. We are extremely disappointed and I am going to make sure I share this on social media so everyone is aware of this scam. Not only were we lied to, we have invested a lot of money into this thing. Over all terrible experience with a terrible product.

  Business Response

  Date: 01/27/2025

  Thank you for bringing your concerns to our attention. We understand how frustrating this has been and appreciate the opportunity to address your feedback.

  When we initially contacted you, it was part of our standard follow-up with new owners to ensure everything was going smoothly and offer support. At that time, we were not aware of any issues with your hot tub. When we tried to assist and resolve the matter, we were disappointed that further communication was declined and this complaint was filed instead.

  Regarding your concerns about chemical usage, wed like to clarify that while our spas are designed to significantly reduce the need for traditional chemicals through advanced features like our patented filtration system, no hot tub can be entirely chemical-free. During the sales process, we emphasize this distinction, as periodic use of sanitizers is essential for maintaining water safety and clarity.

  It seems there may have been some misunderstanding about how to properly maintain your spa. Our brand operates differently due to its unique filtration system, and this may be contributing to the challenges youve faced. With proper guidance and the right maintenance routine, were confident these issues can be resolved.

  We assure you that we would never misrepresent our product, as our business relies on building lasting relationships with customers who depend on us for support and supplies throughout their ownership. Your satisfaction is extremely important to us.

  Wed be happy to provide additional training or troubleshooting to help you get the best performance from your spa. Please contact us directly so we can address your concerns and work toward a resolution.

  Customer Answer

  Date: 01/27/2025

   I am rejecting this response because:
  At the show I purchased the hot tub at I was promised we didnt need chemicals. We were lied to from the start. Not only were we lied to, we have spent more money on chemicals than we did with our previous hot tub. This hot tub is a money pit and I tried explaining that to the representative that called me. Unfortunately he was quite defensive and arrogant and I didnt get anywhere with him. 
  
  

• Initial Complaint

  Date:06/22/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Sale was April 9, 2023 in ******, ******** at a Hot Tub Expo. They charged us $8,921.46. They told us delivery was free which it was not and we had to pay the delivery person $250.00. They told us a delivery date which was also was a lie. They asked when we wanted it delivered and we choose May 8, 2023 and didn't receive until June 1, 2023. They also didn't mention that nothing is included and we have to buy our own supplies to add to side panel and drill our own hole. This place is an absolute scam and they lie about everything. Per your website, we were supposed to receive a chemical kit and we did not.

  Business Response

  Date: 07/20/2023

  Im sorry there was a misunderstanding on what is included with the purchase of your spa. After reviewing your contract it appears you did receive all services and items that were sold with the unit. Delivery to the curb is included in the standard delivery. Accessory items, outside of a cover, are not included as they are not produced by the **************** and are not carried as options. As a courtesy a chemical start up kit has been ordered for you and will be shipped directly to you. We hope that you enjoy your spa. 

  Customer Answer

  Date: 07/21/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:12/15/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a spa from an expo show in October. *****, an employee of Master Spa Sales (he helped us with the purchase of the spa), that he would be mailing us chemicals. When nothing showed my husband contacted ***** multiple times asking where the chemicals were. ***** informed my husband they had been sent. We still have yet to see any after 2 months. I have a text log, if needed, between ***** and my husband **** that states the chemicals have been mailed and are on the way. We would like to receive the chemicals as promised.

  Business Response

  Date: 12/21/2022

  Im sorry this customer you didnt receive your chemical kit, *** Tracking shows it was "left at the front door" at the end of October. I have now shipped you an additional start up kit which will again be going out *** today. Im not sure why you wouldnt have received the first kit, but we are happy to send you another. Thanks for your business. 

• Initial Complaint

  Date:10/03/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  date on contract is 05-22-2022 at master pool and spa show at ******** expose center in ******** ******. Estimated delivery was 4to 6 weeks ,I made several calls with no response to my messages. I then called the credit card co I paid with filed a dispute on 07-01-2022, because it was not delivered in a timely manner. Master pool and spa said they had a iron clad contract that could not be broken. Its been 5 months. Today I put 5 calls to them with no results.

  Business Response

  Date: 10/04/2022

  The customer purchased a spa from us, we shipped it to be delivered. The customer refused delivery of the spa which only delayed their delivery further. I spoke with the customer yesterday 10/3/22 and they stated they now want to get their spa delivered. I have advised our delivery team in their area and they are going to call the customer and get them on the schedule for the teams next available delivery slot. We are glad they are finally moving forward to accept the spa. I reached out again today to update them and confirm details of their site etc. Thank you! 

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had my spa for less than a year and it stopped working. They never called me back to follow up on a warranty claim. When i finally got ahold of them (after weeks of no call, as promised) they charged me $90 to set up a time to "look at it". Which was another 2 weeks out. This means I'm without a product I bought less than a year ago for over a month AND have to pay for them to come see why? On top of this, their service person was unbelievably rude and literally told me his superiors would never return my call for something so small. As a business owner myself, I would want to know how my customers are treated, after the sale especially and this is horrible.

  Business Response

  Date: 09/27/2022

  We are sorry to hear that the customer's spa had an issue. I reviewed the service call report and the customer's circuit breaker was bad and needed to be replaced. Electrical wiring and gfci's are not provided with the spa or by us, they are also then of course not covered under the spa warranty. The **** tripping may have caused the control panel on the spa to default which we did replaced under the warranty. The customer was charged $90 for the trip charge that the manufacturer didn't cover. Master Spas covered the part itself and part of the service call, the remaining 90 dollars is the customer's responsibility. Im happy to report that when my tech left the spa was functioning properly however he urges the customer to have their **** breaker replaced asap.  Thank you. 

• Initial Complaint

  Date:07/10/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/20/2022 I put down $1,000. deposit for a hot tub in *******, ****** at the Expo. The salesman, *** ************* verbally told me it would take 8 weeks to hear from their delivery department to set up a delivery date. When 8 weeks passed, I looked at my paperwork & noticed *** had written with a pen "Shipping ***** weeks" It is now, 16 weeks & no hot tub. I've been communicating with the office in **. Britta says hot tub is not built as of yet. I'd like my deposit returned to me so that I may buy a hot tub locally, with a quicker installment. I've asked Britta for a refund, but she refused. ******************************* *************

  Business Response

  Date: 07/13/2022

  I spoke with the customer ******* and advised them that their spa is completing at the manufacturer and will be shipped to the delivery crew shortly. Once shipped the delivery company will coordinate with them directly to set a date and time for delivery. The contract has an estimated completion time of 16 weeks +/- which is where we are at right now, I apologized for it taking more time on the long side, but I assure them we will get it to them as quickly as possible. Thank you.

• Initial Complaint

  Date:07/07/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased spa at a local show in ************* on 07 Jan, 2022 with delivery promised in **** weeks. Starting at 12 weeks started contacting company for updates. After 4 months on - 4/22/2022 - Company reported problems with local delivery company and promised that I would be contacted for delivery scheduling - no call was received. On 6/3/22 I was told that I would be contacted within one week for delivery - no call was received. I have been calling weekly, each time a return call is promised and none are received. Requests to talk to managers are sent to voice mail with no response to messages.

  Business Response

  Date: 07/08/2022

  I spoke with our delivery company this morning and he said their spa is scheduled for the 18th. Thank you. 

• Initial Complaint

  Date:06/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a hot tub/spa from this company Summer of 2021. It was delivered mid November of 2021. The wrong size cover was provided. The delivery person said the right size cover would be coming promptly. It did not. We did not hear from anyone. We have called approximately 20 times to discuss this problem. We have also sent several emails indicating our problem and asking when an appropriate cover would be sent. We sent photographs of the wrong-sized cover delivered with its dimensions as requested. When we call, we are told that only "******" can solve this problem. He does not return our phone calls.The hot tub was purchased for $13,000. Our dispute is that we do not have the appropriate size cover for the hot tub so dirt and debris gets into it. They have not sent a cover as of this date. There is not an account number.

  Business Response

  Date: 07/11/2022

  
  The cover was reported missing by the customer in December, It was ordered on 20 December due to end of the year inventory it did not ship until 03 January 2022.  The cover was ordered and invoiced as a 6' x 6' cover. The cover was delivered and signed for by the customer on January 19, was not reported incorrect until 06 April 2022. We attempted to get more info from the customer about it being incorrect. We received an email on 11 April 2022, with little to no valuable information about how the cover they received was incorrect, all of the documents and order conformations showed the correct item was ordered and shipped. We called the customer again, after some more time and not receiving more information the **************** Manager called and left voicemails on 11 May 2022 and emailed the customer about the necessity of further information regarding "incorrect size cover" and it was not until 31 May 2022 the customer told us it was the wrong size and color.  We then ordered another new one to be send out asap.  The order and tracking information is as follows,
  0547019
  Fed Ex Tracking Number:  275121371565
  Scheduled Delivery 12 July 2022
  We sincerely apologize for the frustration and issues that have resulted for our customer but since there was limited information regarding the issue and all of our invoices and order system showed that every was correct the issue would have been rectified back in January instead of June / July.

  Customer Answer

  Date: 07/11/2022

  The cover was delivered by a third-party on November 15.  It was known then the cover was the incorrect size.  We were informed another cover would be arriving in two weeks. They indicate that we reported it was "incorrect" on April 6, 2022.  My April emails mentioned nothing about receiving a second cover.  Because I had no knowledge of a second cover being ordered and had no notification of a large package being delivered to my unoccupied home, my emails to the company were only referring to the originally-received, incorrect cover.  They indicated a cover was delivered and signed for by us on January 19, 2022.  We lived in *******************, ****** during that time.  All mail was forwarded to an address in *******, ******.  No report of a package delivered was given us by that forwarding address. They indicate they "attempted to get more info from the customer about it being incorrect", and that my email provided "little to no valuable information about how the cover they received was incorrect".  In my initial phone call to them in April, 2022, they asked for specific information which I provided. They indicated they "called the customer again".  I was told many times when I called that someone would be returning my call.  This did not happen.  During one of my calls, I was told that the only person that could manage this problem was ******.  I was told that he would definitely be in the office that Thursday.  He was not.  I called the following Thursday and was told he was on the phone.  It was during that phone call I was told "it is not Master Pool and Spa's responsibility to provide a cover.  It is Master Spas' responsibility to do so."  I was given a phone number to call and a website, Masterspas.com. It was not until this email from the BBB that I was informed this company had ordered another cover.  I have not received ANY correspondence indicating this action.  *********** is indicating scheduled ***** delivery is July 12. 
  

  Business Response

  Date: 07/13/2022

  I spoke with the customer 7/13/22 the cover arrived yesterday (7/12) as indicated in our last response. She confirmed it is the correct cover. thanks *****

   

• Initial Complaint

  Date:06/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  purchased on 3 June 2022 from advertised Spa Sale at *********** *****, **. The spa was delivered on June 14, 2022 and dropped off. Product was void of filters pool hot tub cover tub was damaged and not the tub presented. I made numerous calls to numbers given and either sent to another number or sent to message machine which was either full of not taking any messages Finally contacted the spa sale currently going on and was hung upon and told to go to h***

  Business Response

  Date: 06/29/2022

  We have reached out to the customer, their cover is on order, which was the only item noted on the delivery paperwork. When we received the message from the customer we immediately contacted them and have now shipped the filters that were missing, we also have included some additional items as an accommodation and apologized to the customer for the delay and missing items. Thank you!