Customer ReviewsforHot 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

It has been two years that my spa has been leaking and HTI has done everything to delay and fail to repair my swim spa, it has been two years that I have not been able to use it. They have failed to show up, scheduled, rescheduled, and blamed me, essentially calling me a liar, saying they can't find a leak so therefore it doesn't exist. Or, it's runoff from the top of the spa (except that it's covered). It took me contacting corporate service headquarters for them to even find the leak, and now HTI's service manager sent an email mocking me. In speaking with other swim spa companies around the area, they said this is a typical complaint they hear about HTI.If a response to this is forthcoming, reading the below response, I expect a continued deflection and blame on anyone else but with them. I was sold a lemon - not only will they will not replace it, they won't even extend the warranty.

Hello,It looks your Swim Spa was delivered 7/13/22. We did receive our first service request in 9/22 for it leaking. We diagnosed what was leaking and waited until Spring 4/2023 to replace your filter housing, which was leaking. We returned on 7/10/23 to install a cover shelf, and refoam. You also requested for us to look at the spa. At this time, we let you know that your hot tub needed to be moved and wired up before we could diagnose any issues with that. This was not until 9/2023.We heard from you again 10/2023 about the Swim Spa leaking and confirm the hot tub is working correctly, in which we came out 11/13/23. We were not unable to locate a leak in the Swim Spa - the water level was where it was supposed to be, and that is why we believed it was coming off the cover. We are sorry if you thought we were referring to you as a liar; we were just going off by what our tech saw and saw no active leak.We again heard from you on 12/18/23, and came out 12/27/23 to check on the Swim Spa that had no power and a possible leak. At this service, my tech diagnosed your inside breaker was the issue, not any parts with the Swim Spa. We also noticed the filter housing was dripping again. We returned 1/4/24 and siliconed the filter housing where it was leaking. We heard from you again on 1/29/24 and returned on 2/4/24 to silicone a couple more spots for the leak. We stated if this repair did not hold, we would replace your filter housing as a whole again. We returned on 6/3/24 to replace the filter housings, and also noticed you needed a jet for your hot tub. I sent multiple techs on 7/1/24 to replace 2 of your filter housings. Since then, we have communicated via email and have finished all open items. We provided a new set of filters, replaced your soft tread, replaced 3 jets, and confirmed your hot tub was working fine. We asked to keep us updated on once you refill the Swim Spa to make sure the leak has held.We do apologize for the services you have encountered with your unit, and that you are unhappy with your experience. From email threads, we have been trying to assist and get everything completed for you. We are sorry it has taken a bit longer to get you repaired, but with a job like yours, it takes multiple techs and an all day job. This is not a quick or easy thing to schedule, so we do appreciate you working with us. However, in all correspondes, we have been nothing but trying to get more information and confirm all things were talked about so that all things were completed. We do not believe you have a lemon. Unfourantley, there are times that units will need warranty repairs or jets/treads replaced. We look forward to you having both your hot tub and Swim Spa in a working order for you.Thanks,Hot Tubs, ****

My first experience was good but today they never showed up. Friday they sent me a text saying they couldnt give me a timeframe when they expected to show up but they wanted my charge card. If I could give them a negative rating I would. Dont buy a hot tub from these guys or expect theyll show up for maintenance.

Hello,As your review states, we have provided with good service in the past. This time would not have been any different. We are sorry we didn't come, but your confirmation text stated that we needed a credit card on file prior to coming. We did not receive this, so the service was not completed. If you would like to provide that and reschedule, we would be more than happy to do so. Please contact us at ************. Thank you.

We purchased a swim spa this past January at an Expo. We were so excited for it. We put a $6500.00 deposit on it. Unfortunately, my husband got laid off, and then has had some major health issues. We are not able to to come up with the balance, but they will not refund our deposit. There is not a way we will ever be able to pay the balance and get it delivered. So they will be holding my money indefinitely which is a crime. I know they said all sales final, but under these circumstances they should refund this money. They have terrible customer service

hello, We apologize you feel as if our customer service is terrible due to the fact we cannot refund your deposit. You placed this order in January and then tried to cancel in July. Our contract clearly states you have three business day to cancel. We are well past that. We are following the contract that you signed and dated. I let you know in July when you called that we would let you use your deposited whenever you were ready.

Bought our tub from the show 10/9/2022 and guess what like all the complaints listed below they kept the money and will not refund it. Jenna yea like the complaint below she is a horrible person to deal with and refuses to process a refund. We are going to court I am filing a lawsuit against them. This company is a joke and thieves. DO NOT BUY!!!!!

You were scheduled two times for a spa delivery 2/28 & 3/6 and each time you were not home. We have text confirmations to prove you were scheduled and you replied confirming. We are ready to deliver the spa whenever you can be home to accept the delivery. we have done everything we can to get the spa delivered but if you are not home when my guys arrive, we cannot deliver. Please read the terms of sale on the contract you signed. Please call us to get scheduled again!

I had a problem with an online order for filters during a sale they promoted. It seemed very straightforward. They have no posted return policy. The site lists products (filters) that go with your spa (NOTE: When I tried to work through the problem, they said I ordered the wrong part.) In my case, they didn't send the parts I actually ordered - the ones recommended on the site, but they sent a more modern version. This would be nice, BUT that is a 3 part set, not a two-part set. They only sent 2 of the 3 parts. I contacted them within 90 days, but apparently, they have a top-secret return policy that isn't that long. Who knows how long it is - I find it anywhere on the site. The website said the policy is in their Terms and Conditions, but it isn't. I took screenshots. I am not a new customer to this company. I have bought a spa ($25K) and made orders from them in the past. In a previous order, they sent me the old model when I ordered the new one. At that time they said that they were out of the new, but the old model was better. I took them at their word. Now they will not make right on a $60 part that they didn't send and that I paid an equivalent amount of money for. To resolve it, they offered a coupon so that I could order more stuff.

Good Morning, You are asking us to correct something that has been out of our hands for over 2 months. You did not call in asking to return a filter. You called and emailed demanding that your order was sent out wrong and that we needed to rectify the problem by sending you a missing filter. But your order had two filters on it, which you received. You have to understand from a business aspect, that if we had every customer who placed an online order calling in months later that something was wrong, we would be out of business. We would have been able to rectify the situation had we have been notified with in a timely manner. But after almost 3 months, you can't call in and expect a "missing" filter to be shipped out, that was never missing. It is unfortunate that you did not open the box when you received it and now our hands are tied. We offered a coupon code higher than our standard coupon for the inconvenience, but you were not willing to take that either. We have done everything that we can do to resolve this issue.