Reply by Master Spas

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Hi Tamara. Thanks for your feedback. After receiving this review our Customer Service Supervisor, Justin, reached out to both you and your dealer. As I’m sure he mentioned, your spa was finished here at the factory on 2/24 and should be delivered within a few days. Please don’t hesitate to reach out to us should you have any more questions. Thank you again for your honest feedback!
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Update by user Mar 26

On Sunday, March 22nd in the evening I received a text from delivery person 1 asking if it would be ok for them to deliver between 7:00 and 7:30am Monday. I said yes and indeed they delivered around 7:45am, they didn't put the step together and left the plastic and cardboard in the yard.

Electrician had it connected by Tuesday and we filled, heated and put in chemicals.

Went to turn it on and the control panel is freezing up. Did some troubleshooting with tech on the phone, but it's not an essential service during Covid-19 so we may need to wait.

Update by user Mar 21

Update: I received a call on Thursday, March 5th from both the spa dealer and the manufacturing plant. I was told by the dealer that the hot tub was being shipped and I should receive notice from the local delivery person within a week.

That day I was contacted by Master Spa that they felt I should have left my review for the dealer, but gave me the manufacturers number so I could call should I have any further issues. No call from anyone for the week, so I called the dealer on Friday, March13th and was not able to get any information or updates so I called the processing plant to find out they were closed at noon so I couldn't get any information there. Monday, March 16th, I Called the dealer again and was told that I would be contacted soon (really! Again, no help), proceeded to call the processing plant who shared a different number to Master Spa.

I called that number and they shared that the hot tub was in our local area and I should have been contacted for delivery. I was given the number to the delivery person, so I proceeded to call him immediately. He arranged a delivery time for Friday the 20th between 9 and 11 am. On Wednesday, the 18th I received a call from someone else saying they wanted to arrange delivery of my hot tub.

I stated I was confused as I had talked to the delivery person and they had arranged to deliver Friday. He said he probably got the paperwork by mistake and to disregard the call. On Friday the 20th I have my electrician waiting for my call, expecting to hook up the hot tub between 10am and 12pm, husband is here waiting to assist. No call, no show.

I try calling original delivery person several times and text with no reply. Call the 1st number to Master Spa to which they say they will call the delivery person and have him call me immediately. No call for another hour, so I call the delivery person again and he answers. He acts surprised that I've called him and said, didn't the other delivery person contact me?

He had been reassigned and wouldn't be able to do the delivery. I let him know I was expecting delivery that day and had an electrician waiting and I would appreciate him getting my hot tub to me that day, he said he'd get back to me shortly once he got it sorted out. He didn't call back within an hour, so I called Master Spa again. They said they would call me back before the end of the day.

I called every hour after that to be told they were checking into it and would get back to me. Still no hot tub or call back to let me know what happened and what they will do to rectify the situation. Knowing what I know now, I would never do business with this company again.

Communication is key and there has been very little from the company to me unless I write a review. Seriously disappointed.

Original review posted by user Mar 05

We purchased a hot tub at the Portland, OR expo center on 1/26/20, were told we would receive it in 4-6 weeks and are at 5 1/2 weeks now. We' ve not been contacted by Master Spas as of today, 3/5/20.

I'm thinking we should have at least received a call saying it's shipping. When I call Master Spa (I've done so 3x at 3, 4 and 5 weeks), they say that the 4-6 weeks is an estimate and that I should receive a call soon.

They don't have any communication from the plant and can't tell me if production is on time or behind. I understand that it can take up to 2 weeks for shipping after I get the call, so we are not off to a good start.

User's recommendation: Know you may not receive in a timely manner and they can't give you any information other that they'll call you when it's ready to ship.

Product or Service Mentioned: Master Spas Michael Phelps Legend Series Lsx 800 Hot Tub.

Preferred solution: Deliver product or service ordered.

Location: 6927 Lincoln Pkwy, Fort Wayne, IN 46804

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