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.