Business ProfileforHot Tubs Inc

This place is the absolute worst company I have ever dealt with in my life. The service advisor Brea is the most incompetent person I have ever dealt with. Conversation after conversation had about what needed to be done resulted in the wrong thing being done. She can't understand plain English. I asked her to order my warranty siding, corners and jets for my hot tub and I purchased separately a new cover and lifter. I asked that they gather everything before scheduling a service call because I only wanted to pay $200 one time. They said they would be at my place on a Monday between 10-12 and never showed up till after 330 pm without a courtesy call after I took a whole day off work which I was planning a half day. The tech did not have anything except the cover. That's it, I sent her away and told her to tell the service adviser Brea to come back when she had everything. So two Mondays later, she shows up and has everything EXCEPT the Jets!! She brought 3 out of 9 jets that were under warranty and said she would return. The tech also had to be told by me to tighten up the screws on the siding as she left every one of the siding screws loose and out of the siding, she also left big holes from trying to angle the screws in. It still is not right. I contacted Master Spas INC in Indiana customer service and they also would not make it right. Hot Tubs Inc then harassed me by texting an invoice for $1428.08 every day and refused to complete the job they were hired to do. I still do not have the remaining 5 jets and they will not complete their work. I paid the invoice and I was charged LABOR ON WARRANTY WORK PLUS $200 for them coming out. This company is a sham and I hope no one else makes the same mistake and buys a Master Spa at an expo center. Master Spas WILL NOT SUPPORT YOU AND HOLD THEIR VENDORS ACCOUNTABLE TO COMPLETE THE WORK THEY START. NEVER AGAIN

Hello Mr. S****. It looks like you have been in contact with Bray in our service department. From our records, you contacted us to bring a cover, cover lifter, corners, and some jets. You sent pictures of the jets you needed. Bray ordered the parts according to that. Our technician came out on 10/07/24 with the cover, cover lifter, and jets - but was missing the corner panels. He offered to come back to the shop, get the corners, and come back the same day, on his own time. You denied this offer. From there, you were being very rude and belittling, and did not want us to service the spa anymore, so you looked elsewhere. After your research, you realized we are the only Master Spa dealer in MD, DE, and VA. You then contacted us again to return with everything. We sent our technician 10/21/24 with all the parts. After he was there, he noticed you needed 8 more jets. We came out with 9, per the pictures you sent. We did everything else you asked. The day after the service, you were billed for the 2.5hr of labor, cover, cover lifter, and the jets we did install. You were not paying this invoice. You continued to say you were not paying your bill because we did "not finish our job". However, yet, you had over $1300 of our parts at your home that you were avoiding to pay for. We had no problem ordering the other jets needed, but we were not returning or ordering anything else until you paid your invoice. And yes, our system does send customers their invoices until they are closed out. During this time, you were calling Bray names, you were being very rude and nasty, and were not understanding that we could not return until your invoice was paid. Bray is not incompetent; she was just doing her job. There is no company that would continue to schedule work without your open invoice not being paid. From here, you can find a service center elsewhere. We are no longer servicing you, as you are out of your warranty. We do not tolerate our customers speaking to or about our employees, or Master Spas, the way you have. You will get your jets this week. - Hot Tubs Inc