ComplaintsforMaster Spas

• Initial Complaint

  08/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of Transaction: March 25, 2023 Amount of Money Spent: $32.7K Business Committed to Provide New Build Swim Spa and Hot Tub Business delivered Swim Spa missing required elements and with preexisting damage and trash/debris leading us to believe it was not a New Build unit but a unit taken from a warehouse and delivered. We remain unconvinced that we were delivered New Build units per our Sales Agreement.MasterSpas dealer (SouthEast Spas) has done nothing to resolve the New Build issue and has been incompetent at best at resolving deficiencies with the delivered Swim Spa. The attached document details weeks of communications with SouthEast Spas to resolve these issues and get my units operating. To date, they are still not operating.Also attached is a letter I wrote to MasterSpa Corporate HQ, which by **** tracking was delivered Monday, August 14th at 12:51pm. To date, I have received no response from MasterSpa to my letter.

  

  Business response

  08/29/2023

  Master Spas has received physical letter and this message through BBB. We do regret that there was some time between receipt of the letter and direct contact with the customer, from our customer support team. We regret to see the experience outlined in the letter, relating to purchase and delivery of product through a local retailer/dealer. Master Spas needs this independent retail dealer to be involved, being the entity that made the purchase transaction and delivery with the customer, and would hope that they work to resolve the disputes in a reasonable manner with the customer. As we've made follow up contact with both the retail dealer and the customer, we understand that the dealer appears to be working together with the customer to resolve the matter and most points have been resolved at this time (per follow up today, we're in the understanding that a corner piece remains outstanding for dealer to resolve).

  Master Spas customer support team is happy to continue to work with customer and assist in communications between them and the retailer, as needed. If needed, we can be reached at ************** or ******************************************.

  Customer response

  08/29/2023

   I am rejecting this response because:
  
  I am rejecting this response because my complaint outlined 3 items as a desired response:
  - I would like Master Spa to certify to me that I received a "New Build" Swim Spa and Hot Tub per my Sales Agreement.
  - I would also like Master Spa to investigate and explain to me why my Swim Spa was delivered in a defective condition.
  - I would like Master Spa to prompt SouthEast Spas to expedite correcting the issues with my units so I can get them filled and operating."
  

  Master Spa's response only addresses the third item. Beyond phone and/or email contact with Southeast Spas, Master Spa customer service provided no specific actions taken to me to expedite correcting the delivery issues with my Swim Spa. I still required multiple interactions to get items addressed and 31 days (as of 8/29/23)after delivery all the deficiencies are still not corrected.
  

  It is truly disappointing that Master Spa doesnt seem interested in understanding why a retail dealer, independent or not, carrying their products and representing their brand performs so poorly not only in delivering new products to a customer but in providing service after the product is delivered. Particularly a company with this statement posted on their website:
  

  Legendary Service: In a crowded hot tub market, most people notice that there's something different about Master Spas. It is hard to define but easy to recognize. It begins with the way we treat our customerslike family. That means we always give you the best service, the best prices and, of course, the best products.

  
  

  

  Business response

  08/30/2023

  We truly regret to see the experience,frustrations and conditions shown in the letter, outlining the delivery experience and dispute with the dealer. Master Spas cannot directly answer questions as to status or how the unit was handled, after leaving our possession here and headed to the independent retail business. The swim spa was a new unit when it left the factory here in *******************, just in the past couple months. The retailer would need to answer the questions for the customer, with regards to sales agreement / purchase, delivery conditions and resolving the disputes made with the purchase and delivery. We do care about the situation and experience,which is the reason our support team has made follow up with both the retailer involved and the product owner/customer. Our hope is that the dealer continues to work to resolve the matter with the customer and the customer can get to enjoying their new swim spa. Our support team plans to make continued follow up to check status with the dealer and push for progress, regarding their resolving of this matter.

  Customer response

  08/30/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 5, 2023, I reached out to our Master Spa dealer, *************************, regarding cracks in our warrantied hot tub acrylic shell. On July 17, 2023, ******************************* informed me that Master Spa was warranting the repair of the damage but was waiting on a repair quote from an area surface specialist.On August 7th, I was notified that Surface Specialists of *********** would contact us to schedule the repair.On August 15, 2023, ******************* attempted to repair our tub, and not only did he not repair the cracks, but he also caused substantial additional damage to our acrylic and to the cup holder in the work area, at least one of the two which now need to be replaced. There is overspray all over that side of the tub. Sanding was performed and the technician did not even clean the sanding material before applying a top coat. Our acrylic shell is still cracked. I sent videos and multiple messages to both ************************* and Master Spas *******************, Customer Support, which has ended in nothing but finger-pointing and no real resolution. ***** says ****** is working with Surface Specialists. I spoke to ***************** who says theyre talking to a higher-up at Master Spas. Surface Specialists insists their franchisees work is unfinished despite the fact that the tech applied a top coat. Were stuck in a loop and it is up to Master Spa to repair or replace our cracked hot tub. *********************** work speaks for itself. He assured both my husband and me that factory standards are unattainable. Master Spa is not assisting. We have no resolution to the damage caused and an unusable hot tub that is under warranty.It is up to Master Spas to make this right for us. We have a defective hot tub under warranty and want it replaced since repairs have failed.

  

  Business response

  08/31/2023

  Master Spas support team and the customers local dealer/retailer are aware and have continued to work with the customer regarding the situation. We regret to see that stress cracking has occurred in an area on the customers spa shell surface. Our support team and dealer have taken time to try to review the spa and site to understand potential cause, as well as repairability. Although there are some potential causes that can occur outside of the hot tub and manufacturing end, such as whether the unit is being held on flat, solid surface which has not been fully confirmed; Master Spas support team did agree with and proceeded to give the local dealer the approval for covering a surface specialist in the area to repair the shell. Shells can be repaired and, good repairs, be as new looking again (very much like automotive body work, boat hulls and bathroom refinishing). Both Master Spas and the dealer, regrettably, understand that the surface specialist technician performed a sub-par repair during their initial visit. Although we all wish this could have been resolved in this service trip without such problems, this situation has taken time and regularly communications with all independent parties involved. Master Spas and the local dealer have continued to communicate with the customer and remain in position of supporting and desire to bring this to resolution. At this point, it does not seem to be an option to have the original company attempt further repair (which is being disputed separately between the 3rd parties involved). The local dealer has a 2nd surface repair contact, that theyve used and have seen quality performance.This company was a bit further away, but the dealer and Master Spas have worked together to coordinate having this entity schedule repair of the shell. Our support team is in the understanding that this repair is planned to occur Friday 9/1. We hope to see this repair go smoothly, be of good and acceptable quality for the customer and that this is brought to resolution. As our support team and the dealer have consistently indicated in communications, both Master Spas and the dealer remain willing to communicate with the customer and are working to resolve the situation.
  
  Master Spas support team can be reached at ************ or ******************************************. 

  Customer response

  09/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. A more skilled repairman was sent to tackle the corrective repair on 9/1/23 and while the repair can't ever be expected to be perfect, he did a great job of minimizing the cosmetic impact of the prior bad repair. What we're left with is acceptable.
  
  
  Thank you.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased H2X Trainer at spa show in ****** **. Sold as turn key installation, not true. I have been the contractor to get installed and wired up. Finally got today and doesnt work. Lighting system doesnt work, valve control came apart, control panel is nothing like manual or on line information. Can only turn on pumps but no other features work. Pheonix hot tub who sold is completely unresponsive. Basically have a $40,000 paper weight in back yard. No resolution path apparent for what was sold as turn key although we have hired electricians, crane operators, and saving ***** is installer is willing to come over to see if they can trouble shoot under warranty.Never purchase this product is bottom line. We have been taken

  

  Business response

  07/24/2023

  We regret hearing the troubles claimed, since taking delivery of the swim spa. Unfortunately, Master Spas didnt have any record of ownership or any records of contact regarding the problems with the product. As following up with the retailer, nearest to the customer location provided, we confirmed that they had recently delivered the unit. But, they also seemed unaware of the customers concerns. They followed up to coordinate having service out to review and help resolve the concerns. The dealer reported, this morning, that service made it out and found that ************** had accidentally been pulled free at some point (although unknown exactly, could possibly occur between manufacturing, shipping, delivery or as being wired).They also reported that they reviewed some of the spa controls further, to help provide better understanding of operation. Our customer support team will be reaching out further, to confirm status and would be happy to answer any further operation questions.
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1.June: Electrical Problems, Wrong wiring, wrong installation, GFI missing, not installed correctly, tubing separating, exposed wiring. Does not pass ********* Inspection, NOT Safe 2.August 31, 2022; After 3 months of no cover to retain heat causing huge electric bills, I finally receive swim spa cover from **** **************** ************ 3.August 31, 2022: Control panel had burned out and had to be replaced by the technician ****.4.November 2, 2022: took 3 months for the Electrical ******************* ************ to completed repairs required by ********* Inspectors.5.November 3, 2022: Because I could not run the swim spa I finally had to drain, wash and refill Swim spa 6.November 28, 2022: Reported Walls are buckling and have opened and water leaking 7.December 7, 2022: The technician ******************, came to repair and was told these swim spa have a flaw it is design by manufacturer. He said the walls cannot withstand the ********** heat and the return filter encasement is flawed and for the past 2 weeks he has been repairing Swim spas with the same problems.12. May 19, 2023 Notified Bullfrong HotTubs and Swim Spas of *******, ** walls are again Buckling and coming off. 13. June 6, 2023 I called Jenn because of no response from May 19, 2023 Notification. She told me I would have to pay for services because masters Swim Spa will not refund the costs.

  

  Business response

  06/21/2023

  We regret to see the frustrations and that the overall experience reviewed here, with getting their swim spa up and running, has not been very positive. Since receiving this case, Master Spas customer support team has made follow up with product owner and the retailer/dealer involved in the sale and delivery of the swim spa. From the follow up made, we are in the understanding that the only current problem and potential warranty related point remaining, with the swim spa, involves the skirt cabinet. Our team has been in touch with the dealer and working to get parts on order and in motion to be sent out to resolve the claim made with the cabinet. The various points made about the home/supply electrical being wired wrong and items not being fulfilled when delivered would need to be reviewed and addressed with the 3rd party entities that these transactions relate with (the electrician hired or the retail dealer). Master Spas manufactured the swim spa itself. The item(s) included with the purchase made, fulfillment of the purchased items and any recommended local contractors (such as electricians) would have been transactions with the retailer/dealer and not Master Spas. If the unit was mis-wired and/or the wiring is not meeting local codes, and a licensed electrician was hired by the customer to install the wiring; the owner should contact and review this with the company they hired to wire the unit. Improper wiring can be unsafe, could cause damage to the product and we must recommend that they make sure the unit is properly wired for safe and proper operation. 

  Our customer support team is happy to continue to help with this or other inquiries that the customer may have regarding their swim spa. We can be reached at ************** or ******************************************* Our hours of operation are Monday through Thursday from 7A to 5P EST and Friday from 8A to 12P EST. 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Challenger 19D MasterSpa through ********************* in **** in 2022, and it was delivered Jan 26, 2023. We did not fill it until March 27 due to hooking up electric/etc. However, since the first fill, its leaked. Service technicians came out on March 29 to look at the issue and said it was overfilled which caused the leak and it would be fine once the water level went down. Thats possible, however, we filled it to the fill line in the tub if it was overfilled, this line was incorrectly placed during manufacturing. Since the first leak, it has not stopped leaking so Im dont believe the malfunction is due to an overfill. Our garage has had puddles in it that continue to expand as the pool water level continues to get lower... which again does not point to the spa being overfilled as a cause. Ive sent images, per LeisureTimes request, April 13, and have yet to have anyone contact me for repairs. They simply say they are following the MasterSpa warranty process. At this point, the standing water is likely causing damage to my new home.Beyond the leaking, 2 parts have broken and 1 part has come off in the swimspa. Because of all of these issues, I'm not able to use the product (at this point, the water is too low yet I don't want to refill it in case it causes more damage) and also not able to fix the product. Overall, Ive found this to be completely unsatisfactory service and quality for an exorbitantly expensive product, and no longer wish to have my capital tied up in it.

  

  Business response

  05/12/2023

  Master Spas has registration of ownership. We regret to see frustrations here and do want to see things resolved so the customer can get to using and enjoying their swim spa. Since receiving this case, our support team has made attempts to call and review with customer and has been in touch with the local dealer involved, who had sold,delivered and has been helping service. Both the dealer and Master Spas want to help and bring this to closure. We understand that the dealer has resolved several points with the customer but there is still leak report that needs resolved.Master Spas will be standing behind the written warranty on the product, in which we will work through the dealer to help support them in servicing and resolving any problems that *** be present. From communications with the dealer, they have indicated they have parts in hand at this time and are looking to reach out to schedule service (pending customer availability, theyre hoping to get out early next week). In our discussion with the dealer, we understand a suction assembly appears to possibly have been accidentally damaged and front face/screen broken off at some point since delivery. In discussions with the dealer, this is likely point of leaking. They will also be inspecting the unit further to try to be sure they can address any existing problems. The suction incurring damage (stepped on, impacted or such) would not be warranty related, but the dealer and Master Spas are looking to offer some accommodations to resolve this for the customer on this occasion. With regards to water presence and concerns for damage, Master Spas installation recommendations and guidelines state that installation sites should consider proper materials and drainage to handle regular presence of water and high humidity which will occur (from normally use getting in/out, splashing from swimming/exercise, potentially equipment service / maintenance needs and etc). We regret to hear that the site *** not have been planned to be the most suitable and would have to recommend review of installation recommendations and potential updates to the site to better suit the conditions that will occur with the presence of a spa, swim spa or pool type product. A copy of the owners manual is being included for reference. The siter recommendations and guidelines can be seen on pages ***** and warranty terms on pages 137-140.
  
  Master Spas and the dealer are working to follow up and do want to help bring closure to the current situation and the dealer will be reaching out to schedule service. We will work together to resolve any valid, warranty related situations with the product per the warranty terms. Master Spas Customer Support team can be reached at ************ or ***************************************************** hours are Monday through Thursday from 7A-5P EST and Fridays from 8A-12P EST. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently ( 6 months ago) purchased a swim spa, the 18D model, from Master Spa through a dealer in *******. Despite living in ****** where we received a whopping 320 CM of snow during the winter, I made sure to clean the swim spa cover every time it snowed, sometimes up to 40 CM in one night. I expected that my investment in a premium brand and high-quality product and service would hold up to the harsh ******** winter, but unfortunately, it did not.As spring arrived, I noticed a sunken area on the cover and found that it was due to a cracked insole. Naturally, I reached out to my dealer who connected me to Master Spa to make a warranty claim, but to my dismay, my claim was rejected. This was incredibly disappointing and frustrating, especially considering that it has been less than six months since I made the purchase and invested over 50K in the swim spa.It is unacceptable that a premium brand and high-quality product and service would not hold up to the conditions it was advertised to withstand. I urge Master Spa to reconsider their decision and honor their warranty. As a customer, I expected better from a company with such a reputation, and I hope they will rectify this situation and restore my trust in their products and services.

  

  Business response

  05/02/2023

  Master Spas does have record of ownership of a Trainer 18D model as of 10/21/2022. Our support team also has notes of contact regarding the cover and damage that occurred to it. We regret to see this damage happened. From the photos received, as reviewing the situation; the foam core inserts were snapped/broke which would have been a result of load exerted on them to cause such. If snow load (or any ************** or person) occurred, weight/load exerted can result in damage to the cover and break the inserts. Snow, as example, could vary greatly in weight as it accumulates and cause damage. It can even cause home or building roofs to collapse. Throughout the years, weve worked with many cover manufacturers and have also made our own covers. With the various manufacturers, including ours; the warranties would not cover broken, damaged inserts, which would be a result of load occurring to the top of the cover. If heavy snow accumulation was occurring, the cover manufacturers and Master Spas would recommend that it be regularly removed from the top of the cover. If the outer skin is undamaged, it is possible to obtain just inserts verse purchasing a full cover. The local dealer/retailer can assist with quoting and supplying either replacement foam inserts or a replacement cover for the swim spa.

  Customer response

  06/22/2023

   I am rejecting this response because:
  
  

  Dear Master Spas,
  
  I appreciate your response and clarification regarding the warranty terms of your products. However, I believe that my concerns and frustrations were not sufficiently addressed in your reply.
  
  In your response, you've again highlighted that the breakage of the foam core inserts was a result of the load exerted on them, in this case from snowfall. You also mentioned that the warranties from various manufacturers, including Master Spas, do not cover damage to these inserts due to weight exerted on the cover. However, as I previously mentioned in my initial complaint, I made sure to consistently remove snow from the top of the cover each time it snowed, which was often during the harsh winter in ******. Therefore, the argument of snow load damage seems to sidestep the issue at hand.
  
  As you are likely aware, ******, and much of *******, can be subject to heavy snowfall. When selling a premium swim spa to customers in this region, it is reasonable to assume that the product will be exposed to these weather conditions. As such, it is highly disappointing to find out after the fact that your products may not be equipped to handle such conditions. It appears that either the products need to be improved to withstand local weather, or clear and transparent advice needs to be given to potential customers about the product's limitations and the potential for additional costs in the form of replacement parts.
  
  The fact that I invested over $50,000 in a swim spa from a reputed brand like Master Spas, only to have the warranty claim rejected within six months due to a situation that could have been foreseen and prevented, is understandably frustrating. I would hope that Master Spas values customer satisfaction and product quality to the extent that it is willing to rectify this situation.
  
  I kindly request you to review my case again with the understanding that I have been diligent in maintaining the product in challenging weather conditions. Your reconsideration would be greatly appreciated and would go a long way in restoring my trust in your brand.
  
  Thank you for your attention to this matter.

  
  

  

  Business response

  06/28/2023

  The damaged, physically broken foam core would simply not be warranty related and not covered by the cover manufacturer warranty or Master Spas. These foam core, folding, insulating safety covers have been a standard product used in the industry for decades, by Master Spas,retailers selling our product and the many other hot tub and swim spa manufacturers and retailers in the industry. These types of covers, used in the industry, have been distributed and sold successfully in northern, cold climate areas of both the US and ****** for many years. Having the foam core snap/break in such a manner simply suggests some sort of accidental damage occurred, whether that be someone accidentally falling into the cover, heavy object being placed on or falling on the cover, excessive snow accumulation or etc. We do regret to see some sort of accidental damage occurred to the customer's cover. The local retailer, where the cover and swim spa were purchased, can work with the customer regarding potential replacement inserts or new cover options. As an accommodation for this occasion, Master Spas will reach out to the customer's retailer to offer them a discount that they could pass along to the customer for purchase of either replacement inserts or new, full cover. 

  Customer response

  06/29/2023

  
  I appreciate your response and your offer to provide a discount for the purchase of either replacement inserts or a new full cover. However, after reflecting upon this situation, I find myself not satisfied with the proposed resolution.
  It is disheartening to have the damage to the foam core labeled as accidental, suggesting some form of neglect or misuse on my part. I have diligently maintained the swim spa and cover, ensuring that snow was regularly cleared to prevent undue stress. Despite these efforts, the cover did not endure the rigors of our ******** winter, thus suggesting a significant product limitation.
  I've noticed similar complaints regarding Master Spas' cover warranty issues in various ******** groups. It seems my experience is not an isolated incident, which brings into question the overall durability and design of these covers for use in harsher climates.
  Upon purchase of the Trainer 18D model, I assumed that a product of its caliber, originating from a reputed company like Master Spas, would be built to withstand local weather conditions. Regrettably, my experience suggests otherwise, and I find myself dealing with an inherent product limitation that was not transparently communicated at the point of purchase.
  Moreover, I received the cover in a packaged box, which opens up another avenue of concern. Could it be possible that the product was damaged during transit or handling, or could it have been a one-off defective item? Without a physical inspection at the point of purchase, it's challenging for customers to discern the condition of the cover upon delivery.
  In light of these concerns, I have decided to decline your offer and require no further action from Master Spas. My course of action will include exploring alternative cover options that are proven to endure ******** winter conditions.
  Moving forward, I would suggest Master Spas to consider several potential improvements. A thorough review of product durability, particularly for areas with harsher climates, would be beneficial. Additionally, improving your packaging and delivery process to ensure products are not damaged in transit, and implementing a robust quality check mechanism to detect and weed out defective items, could go a long way in preventing such incidents.
  Lastly, I recommend greater transparency about product limitations and warranty terms during the sales process, to set correct expectations for potential customers.
  I appreciate your attention to this matter and hope my experience will contribute to an overall improvement in your product and services.
  
  
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife and I purchased the Legend 7 model from a sale that was occurring at the ********************************* in **********, ******* on 10-22-2022. The sales person was *****************************. ** the sales contract we signed, we were supposed to get along with the spa, a cover lift, the spa steps, a chemical kit, and the safety rail. We scheduled for a ***** delivery date to have time to get the concrete pad and electrical connection setup. It arrived on time and was setup with the steps, lift and starter chemical kit, but our packing list showed that the *********** II Stainless Steel part was on back order and we never received an owners manual. We have been using the tub since then, which works great by the way, but are quite frustrated that we have called them 6 times in the past 3 months and all we are told is "There are many clients that on back order for the safety rail, but we are supposed to be getting a shipment in the next week or two and will notify you when we get yours in". My wife has some balance issues with her feet and we are *********************************************************************** and out of the tub safely. I feel like I keep getting the run-around, especially when I look at Master Spas Parts online and see that they have that model available and it is marked as "in-stock" SKU: STRII-SS for $361. They also have an equivalent one from Amazon for about $120, but since I have already paid them for the item I feel that they should either deliver the product or offer to refund the cost of the item so I can buy it elsewhere. My other alternative is to contact my credit card company and direct them to withhold that amount for not delivering what was promised. At this point we are very frustrated, especially with their response or rather lack of response to our complaints. I think their product is exceptional, but at this point would not recommend one due to the very poor customer support.

  

  Business response

  03/30/2023

  We do regret that this individual spa accessory wound up in a backordered state when the spa delivered, and that we've been out of stock for some time. As reviewing with the *************** retail team, shipment has just been received and they will be reaching out to the handful of customers that have been waiting for these accessories. With regards to the mention of online sites, these are not Master Spas online commerce sites, but are independent retail businesses.

  
  We, again,regret that these have been a struggle for us to receive. But, looks like we now have them and will be working to fulfill and resolve this with the customer. 

• Initial Complaint

  02/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a hot tub through Hot Tub and Swim spa sale. *****************, . ************. This was at an event site. I had wait over 12 weeks to get the tub. I paid an electrician over $500 to hook it up, I went to put the filters in and you can not s**** them in because there is glue slopped down in the Openings. I contacted the place I purchased they referred me to master spas, as they said they couldn't help me. Master spas has contacted a local company to try and repair. I have made several phone calls and they still have not got me appt to come out. If they can get the glue out, without damage then I would be ok, as long as they extend the warranty and they do it immediately, The filters will be taken out at least monthly for cleaning. If they have to cut out insulation and piping then I have a refurbished tub, at new price, that is not acceptable. AS for right now I just need something done, master spas told me they test with a filter in place, every hot tub. This tub was either tested without filters which they could have gotten stuff inside, or it wasn't tested at all. I told them that it was impossible they had filters in, because there is no way they will screw in. The hot tub was delivered on Feb 6th. This hot tub was purchased for medical reasons, and I still don't have a usable hot tub. At this point refund my money plus the cost to hook up and pick the tub up, since I am not getting anywhere with the service people, they don't know when they can be in the area, its only an hour drive. I have a product that I can not even use, with no time in sight to get it even looked at. They keep saying they will call me, I have called them 3 times.

  

  Business response

  03/06/2023

  We regret to see the frustration and that it did take some time, between their contact with the retailer and **. Master Spas customer support team has been working on the situation and were able to locate a service technician to schedule getting out to the spa. We received recent follow up from the service contact at the end of last week. They reported that they made it to site Wednesday 3/1 and that the service went well to resolve the problem reported. 

  If there are any further questions or concerns, Master Spas customer support team can be reached at ************** or ****************************************** from 7A to 5P EST Monday through Thursday and 8A to 12P EST on Fridays. 

• Initial Complaint

  02/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hot tub has leaked since delivery, company wont call me back about getting this issue resolved . I have called several times and left messages as no one answered my call during business hours . I had previously called and spoke with someone who had said he would call me back with information for the service technician in my area who could provide the repairs . Never received a call back or a response via email also . Im worried our warranty will run out of time as we have not been able to get a response from master spa .

  

  Business response

  02/23/2023

  We regret to see that this is still outstanding and fell off the radar somehow between us and service center. Unfortunately, we do not see unanswered contact into our support team (wondering if calling us or possibly the retailer) but are concerned with seeing the message from BBB indicating that service didn't complete as we expected. Our support team has made follow up with both 3rd party service center and customer. Service reported making it to site to inspect, provided details of what they found and we have assisted in getting necessary parts headed out to the service center.Tracking details show estimated delivery of tomorrow 2/24, at which time the service center will review and confirm and confirm all is received successfully. Once they confirm having everything they need, they would look to schedule completing the necessary work. Our customer support team will continue to follow up to check on status until we receive confirmation that this is resolved with the customer. 

  ******************** Customer Support team can be reached at ************** or ***************************************************** hours are Monday through Thursday from 7A-5P EST and Fridays from 8A-12P EST. 

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a MasterSpa *** *** from The *** *** Store in *********, ** on 12/5/2020 for $22,995. The *** *** came with a cover that is supposed to be under warranty for 2 years. I was told it would be replaced if there was a manufacturer's defect. The stitching on the lid is tearing, it collects water, sags, and the metal reinforcement plate is cracked in half. I have been attempting to get my cover fixed since September of this year. Not once have they sent anyone out to look at it. They ask for pictures and then tell me they're working on it. Every time I ask for an update I'm told they are working on it and waiting for the factory to get back to them. Today 11/29/22, I was told my cover was no longer under warranty but they would see what they could do. Even though my *** *** wasn't installed until 12/16/20 and my 2 years have not passed. I feel that this business is trying to delay until I'm truly out of warranty so they don't have to fix this issue.

  

  Business response

  12/08/2022

  We regret to see the situation that has developed with the cover. Master Spas support team has recent notes about contact as well. The cover insert, shown in photos, were covered by a 1 year manufacturer warranty which has been expired. Master Spas doesnt appear to have received claim, with supporting photos (showing a potential and valid warranty claim), within the 1 year warranty coverage for the foam inserts of the cover.Seeing the metal "C channel" beam bent would indicate excessive load of some nature occurring to cause such damage. Although the cover inserts are outside of the 1 year warranty term, our support team has communicated with the customer and retailer and are offering some accommodation for this occasion. 

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