Reply by Master Spas

Hi Robert. Thanks for reaching out. We're sorry to hear about these frustrations. I'd like to first clarify that you did, in fact, purchase from an independent dealer. The Spa & BBQ Show in Everett is put on by a dealer that is headquartered in Minnesota — Master Pool & Spa. Master Spas LLC (the manufacturer) is headquartered in Indiana and is a completely separate company from the company that sold you the spa. I understand how the similar names may cause some confusion.
We're sorry to hear that your salesperson wasn't honest about the current supply chain issues. Like pretty much every manufacturer in every industry, the COVID-19 pandemic did affect our supply chain in ways we could have never predicted. There is a banner on the top of our website that you can click for updates on production times and supply shortages. Here is a link to the most recent update:
I will be reaching out to your dealer's customer service team immediately after posting this response to request that they reach out to you. Thank you again for the feedback and we hope to hear that you're enjoying your spa soon.
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New Reviewer

My wife and I purchased a Master Spa, direct from the manufacturer at a spa and BBQ show in Everett Wa. It felt like a used car experience and commented to my wife about my feeling and she agreed.

The sales person assured us it was not the case, at that point we should have ran. The sales person assured us that the spa was made in the USA and was not subject to the supply chain issues that other spa manufacturers were having to contend with, and we should expect delivery at the end of November or beginning of December, 16 weeks from time of purchase at the latest.

After the delivery date had come and gone, I contacted the manufacturer and they informed us that it would be delivered some time in January? I reached out to the sales team, but they don't communicate with the corporate office. I contacted the corporate office again and asked to talk to a manager.

The guy I spoke with said I would definitely get a call back, that never happened.

I have owned my business for over four years now. I have all kinds of issues that come up every day. Between not getting parts on time and everything else that can happen in a day, I spend a lot of time talking to people about what is going on. If a customer paid me in full for a product or service (almost $12,000), I would be very attentive to my their needs and concerns.

I have heard nothing and have had to do my own due diligence, no one from the company has taken initiative to call and let us know what is going on. This was not purchased from a non affiliated dealer, this was purchased directly from the manufacturer. I am not unrealistic, I realize that we are living in strange times and that supply chains are affected and things are not like they used to be.

But to take that kind of money from people and to be this unresponsive to their customers needs, is totally unacceptable. It appears that the money is what this company is concerned about and customers are a happenstance to their business.

User's recommendation: Do not buy a hot tub from this company, they don't care about their customers.

Preferred solution: Let the company propose a solution.

Location: Anacortes, Washington

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