First-time spa owners beware! We purchased a MasterSpa Clarity Balance 7 from Leisure Works in Ann Arbor in spring 2024 as first-time spa owners. While we were excited about the purchase, the customer service since then has been extremely disappointing. Spa maintenance is complicated and expensive, and as new owners we've gone to the dealership several times hoping for guidance so we don't buy unnecessary products. Each visit has involved the same salesperson, who consistently shows no patience or willingness to help. Questions are met with short, dismissive responses that make us feel uncomfortable and discouraged from asking. Our most recent visit was the final straw. We purchased a replacement filter, only to find out later that our model year filter is discontinued and requires an adapter to fit the newer version. This was never explained to us. When we got home and realized the filter wouldn't fit, we had to make another one-hour drive back to the dealership two days later, in bad weather. My husband arrived at 5:37 p.m. (before the 6:00 p.m. closing time) and the salesperson was already warming up his car and focused on leaving. When the issue was explained, he claimed he had already provided the adapter and explained it, which is simply not true--I was present and that never happened. We no longer trust this dealership for support or service and will be taking our business elsewhere, even if it means driving farther out of state. read more

We purchased a midsized hot tub from Brian a couple of years ago. Brian was helpful during the sale of what appropriate size. His team set up the hot tub in a professional manner and helped explain necessary upkeep. I highly recommend checking out the new floor space in Ann Arbor read more

poolandspasale.com has a customer return policy that states that they will return any item within 30 days of the order being placed. On June 25, 2024 I purchased four SpaBoss Chlor-Aid 5 lb buckets at a cost of $244.76. When the order arrived I realized that I had purchased the wrong chemical. At the time of the order my local spa dealer has mistakenly told me to add this daily, which is why I bought the quantity of four. However, in the time between placing my order and it arriving my local spa dealer informed me that I am to add Shock daily. When my order arrived in the mail, I telephoned the company and asked for a refund. The man that answered the phone argued with me and stated that my order couldn't be returned for two reasons: "The Federal Government prohibits shipping chemicals such as chlorine and he also stated he had no way of verifying my buckets had not been opened. I called back today, July 25, 2024 and cancelled my automatic subscription and I informed him that I was going to give him a poor review due to his lack of customer service and not fulfilling his obligation to follow the company's return policy. He again restated that, "It's not my fault the Federal Government doesn't allow chemicals to be shipped!" He should educate himself because the Federal Government allows powder pool chemicals to be shipped. This should be obvious because his company ships them to customers as a regular course of business. DO NOT TRUST THE COMPANY OR THEIR REPRESENTATIVES! read more

BE WARNED!! Salesmen and Owner are terrible to deal with. Attended the most recent tent sales as to which in both instances the sales men were ripping My wife and myself off with pricing. They say its a "sale" however they are selling you two year old tubs at the cost of a brand new 2025 dated tub. BRIAN was horrible to deal with complete jerk and terrible attitude and unprofessional. KREG the "owner" completely unknowledgeable of his own business and a snake to say the least. Neighbors bought a tub from them early this year and have had nothing but issues with it. Under warrenty they send out a crew to fix the tub to which they are completely rude and talk bad about customers when they "think" they are not heard. Terrible business practice will not recommend to anyone. read more

We bought our hot tub in July of 2023. Leisure works is not the place to buy from. Service and assistance with our hot tub has been poor. Many attempts to request assistance with levels of chemicals is not satisfactory, we have put it on the marketplace for sale. read more

I purchased a Swim Spa from Leisure Works and took delivery at the end of October 2020. At 33k, this was the most expensive purchase I have ever made next to my home. The swim spa has been plagued with problems since I bought it. I am on my eighth swim controller panel at the time of this writing, and it still doesn't work. Master Spa keeps working on it, and sending me new ones, so I have been hoping that issue will get resolved eventually. The bigger issue I have is the cover that was installed. I paid an extra $3000 dollars to get the top-of-the-line cover which rolls up instead of two covers with lifts on each end. When Leisure Works installed the cover, they installed a supporting shelf that was incompatible with the cover, and it prevented the cover from being fastened on one end. The manual clearly states that a shelf must be used, so the cover doesn't fall to the ground, but when I complained to Leisure Works about the installation, they said the shelf they supplied was better than the one Master Spa recommends. After six months the cover started tearing because of the shelf, and again I complained and asked Leisure Works to fix it. Kreg, the service manager, responded that they couldn't fix it because it wasn't a warranty issue and that I should stop using the shelf. He then suggested that I build a shelf out of wood for it. I told him that was an unacceptable response, but he stopped responding to my emails for over 6 months. After complaining about Leisure Works to the manufacturer repeatedly and finally posting a video on YouTube, I started getting responses again, but still no help. Instead, Kreg was condescending and refused to take any responsibility for the issues with the cover. At one point he even said of the installation that there was no right or wrong about the way the shelf was installed, it's just a personal preference. When I showed him pictures that clearly showed he was wrong, he just said all the back and forth was unproductive, and I should take an offered lower-end cover from the manufacturer with no lifts, and then he went silent again. If the situation requires anything from Leisure Works, they are unwilling to make any effort at all at resolving the issue. Dealing with Leisure Works has been the worst customer experience of my entire life. The fact that Master Spa allows this type of behavior from their authorized dealers makes me question them as a company as well. I would highly recommend avoiding Leisure Works at all costs. read more

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Great customer service and reasonable repair prices. To be honest I expected but feared a much higher bill for Repai. The Tech was great and we are happy with the service call. read more

Buyer Beware!! No returns! You pay for return shipping. Many fees later you don't get your money back!! Poor website, No chat or customer service to help get the right part. Very crotchety old guy may answer CS number one word emails an answers. AVOID THIS PLACE! GO WITH MASTERSPA OR AMAZON. read more

Offered a bit of compensation. Enough that I was less highly dissatisfied and more just disgruntled. Have gone in a couple of times to purchase chemicals or ask questions and everyone is nice. Jack the service manager is great! I truly appreciate him and his assistance. read more

As outlined in some other reviews here, we also had problems with the service tech (Chris) and owner (Kreg). We felt that the maintenance work was done poorly and that there was little regard for being careful during the service. We also felt that the owner was unnecessarily rude/short when we followed-up to express our concerns about what happened. There are many other hot tub stores in the area; we'd recommend making your purchase elsewhere to avoid the types of problems that we and others here have experienced. read more

Brian is a great salesman. He is very knowledgeable and spent a lot of time reviewing pros and cons of various hot tub features with me in a no pressure way. He was very accommodating, offering to hold a particular tub for me until my wife could get in to see it the next day. He made verbal promises to me which he honored the next day. All in all a very positive experience. read more

Purchased a Master Spas T.S. 8.2 serries hot tub July 2020 at the Novi spa show from Sean from Wisconsin who was fantastic and when installed in January 2021, we had friendly, courteous installers and all was good. Since then, every time I went to the Ann Arbor Leisure Works store for product or for service inquires, I was disappointed by the rude, arrogant, and condescending treatment I received from the especially from Brian. It was so bad that I swore I would never return to that store so when I needed a new cover for the hot tub, (not happy the cover only lasted 1 year either) I decided to go to the Novi location and the service was excellent. After buying a new cover for $1,100, I was informed that I would be responsible for picking it up at the Ann Arbor location and I would be responsible for installing it too. This upset me because I am a senior and not capable of picking it up or installing it, but I told the salesman that I would deal with it. Today while on my home from vacation, I stopped at the Ann Arbor location because it was on the way home and after explaining myself to Brian, I was basically told by Brian that he could not help me and would not recommend anyone who could. I was infuriated by his smug arrogant attitude, so I reached for a business card picking up many and tossing the rest on the counter toward Brian. He then snapped at me for throwing the cards at him and threatened to cancel my order and refund me. REALLY! BRIAN, THE OWNER OF LEISUREWORKS WOULD RATHER BE A CHILDISH JERK THEN A PROUD CUSTOMER SERVICE HERO. SHAME ON YOU!!! Then I got home and found that the jerk really cancelled my order. brian, IF YOU ARE INCAPPABLE OF PROVIDING BASIC CUSTOMER SERVICE, GET OUT! read more

Our hot tub wouldn't run. The electrical panel kept flipping. Chris, from Leisure Works, came out to fix it. He was prompt, friendly and informative. He diagnosed the problem, fixed it quickly and gave us some great advice on how to maintain the tub. Good job! read more

I had the opportunity to work with Kreg. Great guy and great company. Really enjoyed doing business with them. Look forward to working with them in the future. Thank You Kreg read more

I bought a Master Spa LS850 with a stereo and it is awesome. The Leisure work sales team gave me a great deal and delivered it FAST. The warranty is great and the tub is almost hassle free with hardly any maint. read more

Leisure Works - Hot Tub & Pool Near Me - Ann Arbor, Michigan

I live in the Chicago suburbs and don't have a Master Spas dealer in the area. On two occasions I have reached out to Kreg for service. Both times he responded promptly and walked me through to resolve my issues. This past weekend I contacted him about noon on Saturday and we communicated via email late into the evening on Saturday and throughout the day Sunday until the issue was identified and resolved. I really didn't even expect to get an initial response until the start of business on Monday! Thanks again Kreg! And as long as I'm writing this I should tell you how much my wife likes our H2X Trainer12. We've had it for three years and she swims in it at least 3 times a week as part of her morning fitness routine before leaving for work. Since the maintenance of the spa falls to me I can tell you that I agree with the other reviewer who stated that using the proprepietary filters really does make a difference - it's very easy to keep the water chemistry balanced with minimal effort. read more

I purchased a new spa from the manufacturers sale that Leisure Works had a few weeks ago. At the sale, I worked with Tom the manufacturer rep, and he was awesome. Since that time, I have called the Leisure Works Ann Arbor store several times with questions, set up delivery, etc., and I must say that each time the customer service was poor. You would think that after spending approximately 9k on a spa you would receive great customer service, unfortunately each person I have spoken to has acted like they were doing me a favor by speaking with me. In hindsight, I wish I had purchased elsewhere, as it is evident that using Leisure Works in the future will not be a great option. read more

Kreg was unneccessarily rude when I made a polite, simple inquiry about an item he had for sale. He had a perfect opportunity to expand on the product's features and instead chose to reply with the response to go elsewhere. I will take his advice. read more

Recently purchased a new Masterspas Healthy Living 8 hot tub from Leisure Works. Sales process was pleasant and salesman was knowledgeable of the product. Problem started at delivery. Electrician hooked up power the next day and we filled with water. Turned power on that afternoon and 7 days later we are still not able to use the hot tub due to the jets not staying on longer than one minute. Have attempted to get service for 5 days now and on the day of our appointment the service tech was sick. Service manager slow to respond to email, if at all, and does not keep you informed of next time available. Would not recommend this dealer due to very poor service. read more

I cant say enough good things about Leisure Works. Buying a hot tub is an investment and I wanted to be sure I was making the right choice. The staff is very knowledgeable and the sales process is friendly and low pressure. After purchasing my new hot tub, I walked away feeling confident about my choice, and armed with the knowledge to maintain my new "investment." Both Brian and Doug have been available several times to answer questions that have come up and provided assistance in getting my hot tub up and running after a winter storm power failure. Their service technician is scheduled to come out this week and I don't anticipate the experience being anything less than stellar. You might be able to find a less expensive tub online, but the service and quality product available at LeisureWorks cant be beat. read more

Great experience! ! Had to move my hot to my new home. Same hot tub I had bought from these guys 10 years ago, still going strong! The movers were very polite and professional. I would highly recommend 5 star! read more

We have had nothing but problems with our hot tub. Service at this facility is HORRIBLE!! They've been out three times in less than 1 year to fix the exact same problem. The service tech can't explain why the pump keeps going bad... "I've never seen this happen before" We keep getting the run around on getting answers. No return phone calls. We've had them out 6 weeks apart for the same problem and they charged us another service charge!! They can't even guarantee their work for 6 weeks?? I am currently looking for another facility to contact about further service needs. We will NEVER return to this store. read more

LOOK ELSEWHERE FOR SPA REPAIR/MAINTENANCE EXPENSIVE-- $80 trip charge plus $80 labor charge (for under an hours time) Poor communication -- Takes multiple calls to get a service visit UNRELIABLE -- If you do get an appointment day, don't count on service person to show up, and do not expect a call if he doesn't SERVICE IS SUBCONTRACTED -- The website also claims the service tech is not a subcontractor, but the representatives at Leisure Works admit they "do not set his schedule" and they just "send the work his way". DON'T ACCEPT RESPONSIBILITY -- The business does not accept any responsibility for the communication/reliability problems with the service tech or for the quality of the repair work. TOO BUSY TO HELP -- Their website claims to have technicians (plural) but we've only ever had contact with one. Current excuse for repair delays is that our problem isn't high enough on the priority list. It's been almost a month since the initial visit and we still have a problem. This review is based on multiple service visits over a few years time. Since the unit was purchased from Leisure Works (by previous owner of house) and they are the only local dealer, we've felt up to this point we need to use them for service. This latest experience, though is the last time. Save yourself the headache and go somewhere else. read more

I have bought two hot tubs from Leisure Works. One is a Master Spa that I bought for our home in Michigan. Because we were so happy with that one I decided to install a Down East spa (also made by Master Spa) at our vacation home out west. As there were no dealers near that place Kreg arranged for a dealer in that state to deliver and set up the spa for us out there. The prices I received both times were fair. I have found these two spas to be excellent. I have had the first spa for nearly 20 years and the second spa for 10. The Master Spa system requires very little maintenance and both have been trouble free. After about 15 years the first spa required a new pump motor. Otherwise nothing has broken and the spas just hum along. I have used their service through the years as needed mainly to shut down the spa for the winter and for the one time the pump motor was changed. I thought the service went fine each time. The people at the store are knowledgeable and friendly. Master Spas use a proprietary filter system (Eco-Pur) so the replacement cartridges are more expensive than some. However, this system is well worth it to me as it makes maintenance of the spa and water extremely simple and requires very little work. When you change the water--after you do the basic balancing of pH, alkalinity, and calcium, you just throw a couple tablespoons of chlorine granules in the water and you are done. After each use you throw a little shock powder or half a teaspoon of chlorine powder in the water. That's it. No muss, no fuss, and we have had no water problems for nearly 20 years and 2 spas. I highly recommend this system and this dealer to those seeking a spa. read more

Purchased in Aug 2016. Good so far. Power out in Feb for 8 days. Called and had the pool winterized still good. Went to start it up and we were told to by the de-foamer to counter act the antifreeze and that it was not harmful. After several calls and e-mails about the tub water not clear and leaving residue on the walls. We were told they don't service water issues. It was not a question of whether we would pay or not. We wanted help!!! After trying several times of adding chlorine and de-foaming chemicals were still had issues. After total disappointment we resulted in calling someone else to fix they came and fixed when no one else would. In the future ask about what they service and assist with the sale. I would not recommend the company for the purchase of anything. Buyer be ware!!!! read more

The Master Spa sold here is a good product, however The customer service could certainly improve. When I came in to buy a replacement cover today, that I called about in advance, I was told it would be A 30 minute wait, or perhaps I would like to go have lunch first. The stated reason was that he was with a customer in the showroom and was The only one there. Begrudgingly the young man did eventually help me, but only after I became insistent that he help me carry the cover out the front door. He orginally stopped helping half way through the showroom. I had to load it myself. read more