This rating is an average between the delivery 16 months ago (1 star) and a service call yesterday (5 stars). The swim spa (Master Spa) is well built, very well insulated and runs well with little maintenance. I had the spa moved during the 16 months and it held up beautifully. I would recommend Master Spa and Hot tubs Inc. if you are looking for a well built swim spa and a good company to service it. read more

I struggle with this business. They sold me a hot tub cover and a hot tub for one of my rental properties with a warranty but every time I call in with a question or problem, they have no idea what the answer to my questions are and send me to the manufacturer, even for basic questions. For example. I had a guest make a small tear in the hot tub cover and I wanted to patch it, so I called in to see what the covers were made of to find the appropriate patch. They told me they don't patch them, don't know what the cover is made of, and that customers normally just use duct tape or buy a new $600 cover. They had no problem telling me how high tech and fancy the cover was when they sold it to me. It seems weird that they have no idea what the product they are selling is made of when they use that as a selling feature. This isn't the first time this sort of thing has happened and I've only owned the tub for about 6 months. Honestly, they are too quick to blow you off and pass the buck. Not something I expect from a company when I'm spending $12k on a hot tub. But lesson learned, I'm sure someone else will take my money for the next one. Apparently you don't always get what you pay for, buyer beware. read more

Excellent service, very knowledgeable technicians, always on time. Excellent pricing.

I was having my water checked at another local place, I know the water needs to be dumped and new put in because chemicals won't fix the issue. Now some of the other readings have been very high and they kept telling me it's ok, I went online and it said the water wasn't really safe to swim in. So I took a sample to Stevenson, the girl explained my readings answered questions I had and I did what she told me retested a week later and a young man was doing the testing. He mentioned to me about having to bump water I said I was waiting until the en of the year he said smart idea it was safe to swim in and the other chemicals were looking really good. At least here at Stevenson they didn't just read the bottom of the test results and tell you what it say, they have explained what's going on to me that makes a big difference. They carry lots of chair tables hot tubs swim pools many different colors and styles of Yeti cups, bags and coolers stop in check them out. read more

I really wish they had negative stars to give. Thought I'd save time and have this company open our pool only to find out later that they installed the check valve sideways and starve our water pump for almost a day. Didn't care about the previous negative reviews when my wife booked them but now understand why people are unsatisfied at the poor workmanship. Avoid this place like COVID. read more

Stevenson Pools - Check valve clearly installed sideways. It even has an arrow to show flow direction. - Hot Tub & Pool Near Me - Owings, Maryland

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We purchased a hot tub after visiting their hot tub expo in Frederick County this spring. The salesman, Mike, told us it would be approximately six months before delivery, which we were fine with. They called us two weeks ago and scheduled delivery for today. They arrived this morning with the exact product we ordered, the lid that was promised, steps, and the chemicals. Not sure about the bad reviews but we are very pleased. read more

This company grossly misrepresents delivery dates. We were told 6 months. Contract said 40 weeks. Actual delivery was 54 weeks. 54 weeks. What's more, we are highly suspicious that our tub was used at a local hot tub show the weekend before it arrived because it was unwrapped and still had water in it. There has got to be a more reputable hot tub business out there. My advice is to seek it out read more

Absolute embarrassment of a company. Team that installed it wreaked of alcohol and proceeded to slide our new spa across 50 feet of brand new travertine pool decking scratching it up the entire way. I brought up the damage to Jenna as well as ring camera footage of the entire delivery and she said she saw nothing out of the ordinary and couldn't say for sure it was their fault! She suggested using acid and scrubbing the travertine lol! Please listen to me and stay away from these clowns. I am happy to work with such good companies because we choose them carefully and this was a situation where we bought a spa at special show and never knew how poorly run the company is on the back end. Simply embarrassing customer service and a lack of care that they caused significant damage. Thanks for damaging our just installed travertine! read more

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Like many of the people doing the review, I have experienced the same issue. It seems that once the contract is signed you are on your own. Here is my situation. I have contracted both the delivery person Jenna as well and the owner. Nothing. I have even gone as far as called Master Spa. Nothing. I have had issues starting with the delivery of the swim spa.  Only 2 guys were sent to deliver the swim spa.  At the show, I asked your salesperson to come to look at the field conditions but insisted that we do this all the time. 1) Delivery person wanted to drive the truck through the backyard.   After our insistence, he drove it partially to the yard and is destroyed (see attached photo). 2) While they were moving it to the backyard the swim spa got stuck.  I spent from 9:30 am to 3:30 pm helping move it into place. 3) There is cosmetic damage to both the front and back including one of the channels (see attached photo). 4) After filling up the water and turning it on, the Swim spa was losing water.  The service tech arrived this morning and found a massive leak inside the swim spa.  (See attached video). 5) He did not have the broken part and will come back to fix it.  Not sure when? Per the service technician, we have to drain all the water out (2,300 Gallons) and re-heat the swim spa (42 hours).  I am looking at additional cost water and electricity. I spend 6 hours helping them move the swim spa to the backyard because your company did not send enough manpower This product has cost me over $30k, and from the day of delivery have been experiencing issues. read more

I have been trying for weeks to get my defective polaris vacuum replaced. Every time I have gone there (3x in a week going on 3 weeks now) I have been told I will be called or the service manager will call me ( hard to do when they never asked for my phone number, which I gave them when they realized their response was bogus). I seem to "just miss them" every time I visit. Reviews for their hot tub service and purchases aren't much better. Great place for water samples and picking pool supplies. For major purchases, look elsewhere. read more

Don't buy hot tub here! So we haven't even received our hot tub yet, and I write this review as I sit here waiting 1.5 hours PAST the 2-hour delivery time after they failed to deliver the first scheduled time!! First time they showed up 3 hrs and 15 minutes before our window. Jenna (their sales liaison who supposedly coordinates deliveries) tried calling me at work (I can't have my phone there) and e-mailing...but of course I was working and didn't see until I left work EARLY just to make my 5pm delivery. Btw, Jenna didn't give me a window at all, just 5pm. So they stood us up that day, leaving some lame note about not wanting to hurt our dog in the backyard (which I obviously would have put inside at our appointed time). After calling and emailing Jenna with my disapproval of her lack of coordination capability, she rescheduled us to tonight, this time giving me a window and promising the team wouldn't show early. On the day of attempt #2, we entered the window and no one called to confirm they were coming, ETA, etc. around 5:45 I called and left a message with the delivery team, whose number I only had because they calling during the epic early arrival. No answer, I left a message. The guy called back pretty promptly, apologized and said they would arrive at 8pm (an hour past the end of their arrival window). 8pm cane and went without a hot tub or a call. I called a second time and left another message. The guy calls back and responds he'd be there in 15 minutes. 30 minutes later they finally showed, ridiculously late. They guys excuse for not calling me ahead was that he had no cell phone signal (you know, until I called him). And I suppose texting doesn't function either. As I write, the delivery team is precariously trying to hoist our hot tub Up into and into our deck in the dark, because they can't manage a delivery schedule. I feel bad for the team, but they did choose their employer. Go somewhere else for better service! read more

I purchased a hottub from these guys but had a family health emergency and needed to cancel. I called and explained to Jenna but she did not care stating she would put it to the side and when I was ready I can contact them. I explained to her that I did not know when that would be and would just rather go ahead and cancel. So now I have to put out $10,495 (the deposit) for a hot tub that I will never take delivery of. Also make sure you read the fine print and and don't let them rush you into signing the contract while you are trying to read it. I was willing to give up to 25%of the deposit but they were not willing to work with me and my family through our medical emergency. read more

Hey all, I recently purchased a small Twilight hot tub for my mother from these guys. I was helped out by a woman named Jenna,who was very professional and guided me to the perfect model. They delivered it when they said they would, and there hasn't been any issues since. Super happy. Easy buying experience! read more

Believe all of the negative comments about Hot Tubs Inc in Owings MD. For every person that wrote something there are probably 30 others that did not want to take the time. The Michael Phelps H2X 15D spa and the cover were both damaged during delivery. They replaced the cover but will not fix the broken wood on the bottom (both sides). Third time taking off work for an appointment and third time missing work. Jenna makes promises that are not kept then twists the facts so it is the customers' fault. Worst miserable shopping experience I have ever had EVER. Do not get involved with Hot Tubs Inc in Owings MD unless you are prepared to be lied to and jerked around for months. Life is too short to get involved with people and companies like this. read more

My husband and I purchased a spa in September of 2021, and they called us in March to tell us it was ready for delivery. When they came to deliver it, despite our showing the salesman that it would be on our back deck and him assuring us it wouldn't be an issue, they sent 2 teenagers with a pickup truck and a flatbed trailer. Naturally they didn't even try to unload it, and told us that Jenna, who is in charge of deliveries, would be rescheduling and make sure we would be able to get it installed. That was a month ago. We have called, emailed, left messages..... She hasn't returned calls, and stopped returning emails. So now we are left without a spa at all, having paid over $2600 for something we don't have. I can't say if we liked the spa or not, because the delivery hasn't happened. But it is extremely frustrating to spend so much for such poor customer service, and we are now considering our options for a refund. I wish we had read the reviews before deciding to trust "a Christian company" and believe they would actually follow through. read more

We purchased a hot tub from this company in March, from their Dulles Expo. The salesperson was fine, the general experience was good. It was more than we were expecting to pay, but it seems like it'll be a well made hot tub. Two issues though. We were told it would be delivered with the initial set of chemicals needed for set up. It wasn't. Then we were asked if we wanted the cover lift and they explained the lift was attached to the back side of the tub. That style is called the Valet. We said yes, we'd like the cover lift. When the tub was delivered, they brought a different lift cover, called the Rock-It. At first, with every thing going on, we didn't realize the lift was different. I called the company and said first, we need the chemicals, yes they'll send them, then moved to the cover lift. They said since it was already delivered they could not switch out the lift. The Rock it is $199, the Valet is $249. They'd be happy to send me the Valet lift, but I'd have to pay $249. This hot tub cost $12K. I explained that to have to pay for both lifts was not acceptable and if they cared about customer service and satisfaction, they would switch it out. We can not use the Rock It lift with our installation situation, it just won't fit. I guess they don't care about customer satisfaction because they weren't interested in mine. I told them I would never recommend them, and would post a negative review. I guess they just don't care. We will not use them for service or any chemical purchases. read more

We bought our hot at a sale at Timonium Fairgrounds show and sale last January. We feel now that we over paid for what we got but I love it!! So when it was delivered they damaged a piece on the corner of it. After 8 1/2 months of phone calls and even sending photos of the problem they caused, someone finally took the 5 minutes to come out and fix it!! Share yourself the aggravation and get a hot tub somewhere else!!! read more

Don't get service from this company. Incompetent from a tech perspective plus terrible customer service. When company installed a new pump on our hot tub (which had stopped working), they did not even refill the hot tub to test to make sure all was working correctly. It was not. It was the Friday of Memorial Weekend, so we didn't get anyone out to fix until a week later. When the finally installed another pump, that one stopped working also, and the heater mysteriously got broken. The tech owned up to breaking a jet fixing the pump the first time, which we paid for. We didn't got an invoice on the first fix -- they just pulled the amount from our credit card. When we got a second invoice, they billed us for everything all over again, including what we had already paid for. The bottom line -- the company was NOT willing to work with us at any level. If they had, we would not be yelping. They also don't call back when they say they are going to. read more

Just purchased a Big Green Egg from Hot Tubs Inc and couldn't believe the fast turn around time...ordered Monday and ready for pickup on Thursday! They were also super helpful with the necessary accessories we needed to go along with it. Thank you guys for being so easy to work with! read more

Be aware!! We bought our spa on 3/20/17 and we are still waiting for them to move the spa to its agreed location. Last week they send someone to turn on the spa without moving it to its agreed location. So we had to reschedule for today. Today they sent the same guy and they still haven't move the spa. The guy just told me that Jenna Gilbert, their general manager, called to say that we need to pay if we want the spa moved. And is only two feet to the side!!!!. The rollers are still under the spa!!!!!We are waiting for her to call us but she have been on a meeting for the last several hours read more

Horrible! Just forget about this shoddy family run business. After you sign the contract, you are on your own. There were a few positives in dealing with them, but the lack of customer service far outweighed any of them. Run away!!! read more

Hot Tubs Inc. sold us a spa in April 2016. Once we paid, the smiles and the money disappeared. We haven't been able to get them to finish installing the spa. We filed a complaint with the Consumer Protection Division to no avail. Looking for more victims from this people to file a civil complaint read more

Ok so now here we are one year later and the tub still does not work properly. They did come out and replace the jets but the pumps continue to shut down for no apparent reason. We were afraid it would freeze up because the weather was so cold and the heater keeps shutting off. I wonder if Hot Tubs have a lemon law? read more

Needed to get rid of algae in our pool. Took them 5 days to show up, was told they couldn't fix the current filter, said they would get back to me with a price and didn't. Then charged me $125 for a service call. This is after I spent $124 on chemicals because they told me that was the problem. read more