Frequently Asked Questions

Q: Why can't I find any reviews for Stellar Spas online?

A: Stellar Spas was founded in 1999 as our BBB's webpage confirms and have held an A+ rating with them for the majority of that time.  The best BBB rating a business less than 8 eight years old can obtain is an A- and an A from years 8-9.  In order for a business to acheive a rating of A+, in part, it must be at least 10 years old.  The BBB's user reviews expire after a few years.  We've had (nothing but) multiple 5-Star reviews on the BBB's site, but because we never email the automatically generated review request most mass merchants now commonly send, the reviews don't rack up as we're now accustomed to seeing with large retailers.  Up until a year or so ago, we had a good number of Google reviews (ALL 5-Star), however Google changed their policy to exclude business that don't have a storefront location and removed our business profile (commonly seen in the upper right side of the search results page) on the search results page.  And thus, all our 5-Star reviews disappeared as well. Our hot tub manufacturer does sell for a mass merchant (for about $1,000 more than we do) and the average of hundreds of reviews for the exact same models is 4.5 stars.

Q: Why are Stellar Spas' prices so much lower than showroom dealers?  Is there some component or material used that's comparitively inferior to spas selling for $10K+?

A: The Island Retreat series, our most popular selling line, is manufactured with the same or comparable high quality components and materials found in spas selling in showrooms for $3-6K more.  Stellar Spas' much lower overhead, humble profit margin and mission statement are the key factors.  We proactively strive to provide sincere, fair and Golden Rule inspired customer service.  Therefore, we are not tempted to play off the popular perception that one must pay $10K to $15K to own a top-quality hot tub.

Q:  Are there ever any blemished spas or display models available to purchase at a discount and/or quicker lead time?

A:  Being factory direct, all spas are built to order.  Shell production has been optimized and so there are never any blemished shells that continue through production.

Q: Do we really need the thicker cover and winter jacket?

A: Florida and Southern California are the only regions with mild enough winters that the energy savings wouldn't recoop the additional cost within a few winters.  Whether in Texas, Tennessee or Illinois, those two insulation upgrades will have your spa very energy efficient, keeping the utility bill down. The winter jackets are easy to install and remove.  The thicker covers are also stronger, more tolerant to accidental impact and therefore less likely to need replacement in such case.

Q:  Since the spa comes standard with an ozonator, do we need to use chemicals?

A:  Indeed the Delzone CD ozone system's function is to help bacteria. And the filtration time can be adjusted to anywhere between 1 and 24 hours/day. However, it's recommended to leave the filtration time setting at the factory default; 1 hour per every 12-hour cycle plus whenever the heater/pump run to maintain water temp. This, combined with a bromine (or chlorine) tab is recommended as the combination of ozone filtration and bromine will extend the life of each fill of water.  Most will find the water stays clear and non-funky for 3-5 months depending on frequency of use. Managing water quality as such is simple, effective and very energy efficient.

Q:  Can we pay extra to have the spa delivered to its final position in our backyard versus curbside delivery?

A:  A few years ago, we did provide backyard delivery at extra cost for those who asked.  However, it's more efficient and will cost less when the customer finds and hires local hot tub movers directly.  Since you'll be best informed as to when your spa will be delivered, giving the hot tub movers a heads up on the delivery time is easiest and most efficient.

Q:  What do we do if something goes wrong with our spa?

A:  Please alway have Stellar Spas be your first point of contact with any questions or issues.  In many cases, we'll resolve it with you directly.  However, there may be situations where it's best or necessary to have the manufacturer troubleshoot and resolve the issue.

Q:  We just filled our spa with fresh water.  Then when turning the pump on, it doesn't flow water through any of that pump's jets.

A:  This can happen every once in a while with any above ground spa.  An easy fix, it's almost certain to be a pocket of air in the plumbing causing an airlock. This causes negative pressure and prevents the pump from starting the flow of water.  Remove the appropriate cabinet panel to gain access to the pumps.  If you have a two-pump model, momentarily turn on each pump to identify which pump has the airlock.  Once the pump is determined, turn it off and loosen the plumbing union right at the pump.  Continue to loosen the union until water starts to leak out through the threads of the union.  Turn that pump on and because the loosened union depressurizes the trapped air, water should start flowing through the jets.  Once it does, retighten the plumbing union.