ComplaintsforMaster Spas

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought our spa just under 3 years ago and also bought the extended warranty. We moved last November. Our keypad quit working, which we understand is a common issue. I called about having the keypad replaced and was told that because we moved the warranty was now void (we were not told this when we bought it). So apparently our options were to leave our $13k nearly-new spa at our previous address and spend another $13k on a new one or void our warranty. I kind of wish we had left it so we could use a different company that's not out to cheat people out of money, but there you have it. Our punishment for not wasting $26k is being out the money for the extended warranty and out the money we're going to have to pay to replace a faulty part. They should fix the issue and honor our warranty, especially since we were not notified of this (ridiculous) policy even after we told the salesperson of our intention to move within the next five years.

  

  Business response

  07/11/2024

  We do regret to see the frustration as realizing that moving the spa to a new installation location/address voids warranty terms on the product. Many things can happen while moving the product and this condition is clearly stated in the warranty of the product. The product manuals and warranties are available on our website as well as provided within the product from manufacturing, for customers to be able to access and review. From notes about the contact with the customer 7/10, our support and service teams reviewed the warranty terms with the customer and followed up to offer a one-time accommodation to replace their topside control panel. This doesn't appear to be mentioned, in this case. Master Spas remains willing to do so and has service scheduled to provide this customer accommodation. 
  
  A copy of the owner's manual and extended warranty files are included, for reference. 

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Master Spas is refusing to honor their warranty. They sent out a tech and without being able to get the spa up and running he claimed it was an issue with flooding and he is partially correct, it was flooded, but from the inside out not vice versa...the pumps were replaced last year and the tech was inept in his abilities and this is why it flooded. It's a pump that leaks from not being installed correctly. I just want them to honor their warranty and their tech work...The tech in so nolonger employed, why?

  Customer response

  07/08/2024

  **********************;

  

  Business response

  07/17/2024

  Master Spas teams received service request from customer 5/22. In the message, it was indicated that they were opening the swim spa for the first time in several months, found water level down and both of the electrical supply breakers were tripping. As service made it to site, the tech saw indications (throughout the pit and within the swim spa equipment area) that water must have backed up and accumulated/flooded within the pit and swim spa. The tech saw many of the electrical equipment components with physical signs of water damage. Such damages, from water accumulating and flooding the equipment within the swim spa, are not warranty-related defects or failures of the product. Recessed installation must consider drainage means capable of handling various factors, such as but not limited to, rainfall, how buildings or grounds around the installation shed water, water runoff from use (swimming, splashing, users getting in and out and etc), draining of the swim spa and maintenance of the equipment within the swim spa. We couldn't begin to speculate as to the exact reason for the drainage failure, but it appears clear that the drainage system allowed water to accumulate and backup resulting in equipment damage. Master Spas provides site preparation, guidelines and considerations within our product owner's manuals. Within this information, found on pages ***** of the the included manual; Master Spas gives suggestions and critical considerations, specifically on drainage and ensuring water does not accumulate and buildup within the swim spa cabinet and equipment area. Upon seeing the conditions, our service tech reviewed that replacing the necessary, damaged components would be billable service. They did not receive approval, at the time, to proceed with replacing the components. 
  
  Master Spas remains willing to offer services to repair the swim spa and will offer an accommodation to discount the parts/components, needing replaced, by 20% of normal pricing.

  Customer response

  08/05/2024

  I am willing to work with Masters Spas, but $3700 is a lot when you have a warranty.
  
  They can reach out to me with a more reasonable offer.
  
  ******************;
  ************ 
  
  
  
  Sent from my ******** ******* Galaxy smartphone
  

  

  Business response

  08/08/2024

  Our manufacturer warranty, for the swim spa, covers defects in material and/or workmanship of the product itself and components within. It is not an insurance policy and does not cover losses / damages as a result of external factors such as site installation conditions that allowed the swim spa, and its internal components, to be exposed to flooding that resulted in damage. The damage that has occurred, resulting in most, if not all, electrical components being inoperable, is not related to the swim spa warranty coverage. A copy of the product manual, with written warranty, is included for reference. Installation recommendations and guidelines can be seen on pages ***** and warranty terms on pages 107-110.
  
  Although this situation is unrelated to product warranty, Master Spas offered an accommodation to discount the parts that are needed to get the swim spa back into operation for the customer.  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased this spa in September of 2023 and was delivery the end of November. In April of 2024 we could no longer run the spa. It would trip the breaker after running a very short time. A technician came out on July 1***** and replace the heater saying there was a small pin hole in it and that was causing the unit to over heat. We then tried to run it that evening (July 1 *****) it did the same thing after a very short time running. Keeps tripping the breaker.

  

  Business response

  07/11/2024

  We regret to see the situation and problem with the **** breaker tripping. Our support team does have registration record, showing delivery of TS 8.25 model spa 11/10/2023. Unfortunately, we did not appear to have any contact or awareness of the problem and continued problem. As reaching out to the local retailer, that the spa was purchased through; they seemed unaware of the ongoing problem but did confirm that they had service out 7/1. They reported that service had replaced the heater (as mentioned in this case). At that point, their tech reported that the breaker was holding, and the spa was operating normally before leaving site. Both the dealer and Master Spas want to help resolve the situation, and we understand that the dealer has followed up to schedule service. **** tripping could relate to potentially component problem within the spa or external supply wiring. They reported that they've scheduled service for 7/12, so that this can be troubleshot further. Both the retailer and us look forward to helping find root cause and resolution.
  
  
  The retailer or Master Spas customer support team are more than willing to help. If there are any troubles with contacting the local retailer, Master Spas customer support team can be reached at ************** or ******************************************* Our support team will be following up with the dealer and customer further, once service makes it to site to inspect and troubleshoot the situation further. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 24 2023 my hot tub was delivered to my house. I noticed right away there were two by four boards cracked and damaged. I asked and they said it was just for the panels to attach together. There was no instructions just read the warranty and instructions on filing and adjusting the water in hot tub. They left a box that was full of chemicals and said to follow those instructions. So from the start I was confused on why we were not educated on maintenance and warranty information. We were told at the distributor that it had a full warranty and they were the best hot tubs out. So immediately I seen that the panels were not on correctly the electrician only took off the panel that had the control panel on that side. I can not remember were the wood was broken at. The plastic panels started coming off on 2 sides. The company sent out technician and fixed the problem. I was not there when they came. A few weeks go by the other panel started coming off. They sent another technician out and they replaced the screws again. Monday I noticed the panels coming off again I also forgot to mention the cover to hot tub started ripping on the seam of the inside. I had sent pictures to technician and they were going to forward the warranty to manufacture. The manufacturer said the cover was not covered under warranty. So from the start the panels showed a manufacturer issue and I looked past the cosmetic issues. When the cover was rejected they said from not properly opening up hot tub this is when I decided to file the complaint. I'm worried that the warranty will not be honored with the parts and electrical components in hot tub. If you could please look into this situation do you can understand what we are supposed to do. The hot tub cost ***** a 250 cover that protects the hot tub should hold up better than 7 months. The seams are clearly ripped if they would have put 2 handles on each side it would not rip at the seams. I know it's a bad design and needs no be amended.

  

  Business response

  03/25/2024

  Master Spas has registration of ownership of a TS 8.2 starting 7/24/2023. From records here at the factory,Master Spas does not appear to have contact prior to March 2024 and much of the communications, about the purchase and conditions at the time of delivery, may have occurred through the local dealer which is an independent retail business.Our support team has record of contact discussing problems with the spa cover and the hot tub cabinet as of March 2024, which is ongoing. From the details seen, we had initially reviewed warranty terms for the products involved and requested photos to review further. We received photos, from the customer,showing a rip/tear that has occurred to the cover. Although this appeared to be damage unrelated to warranty, our customer support team has noted offering accommodation for a replacement cover skin to be sent to the customer. With regards to the cabinet of the hot tub; our team also contacted the local retail dealer to review and have their service team assist. We received report that service was reaching out to help resolve concerns with the cabinet.
  
  For any additional assistance with the product, Master Spas customer support team is here to help and can be reached at ************ or *******************************************

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a master spa *************************** hot tub from a dealer in ** in January 2023. By June the front panel started to come off and skirting started to twisted leading to deformed front panel. Called registered repair service who couldnt fix it. Reached to out multiple times to The manf to get this corrected and havent heard back

  

  Business response

  01/11/2024

  Master Spas support team does have record of ownership and notes documenting the report about the skirt cabinet problem that has developed. We do regret the time that it has taken to see follow up and scheduling to get this service and resolved. Our support teams had processed order for the replacement parts following the customer report and believed the local service contact would have been scheduling the repair. Since receiving the message, we've reconfirmed parts did ship and were received and have made regular contact attempts pushing for a timing on scheduling and completing this service. From recent follow up by the 3rd party service center, we were told that they have now reached out to the customer and have the service scheduled for 1/17. Our support team has made further follow up with the customer to confirm this has happened and is looking to set reminder to check status after the expected service date.

  If any further assistance is needed or there are any further questions on the product or service, our customer support team would be happy to assist. We can be reached at ************ or ******************************************. 

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the response I got from the terrible and useless customer service including their management team:"Residue or buildup being stuck between the jet gasket and the acrylic is not a manufacturers defect and is not covered by the spas limited manufacturer warranty. This is simply the nature of the design of a compression sealed gasket."This is a team that does not back their product and fail to provide any form of customer service. I want to mention that Their response to multiple issues since I got the tub via my Master Spa Dealer, is "Sorry we can not help because it is not a warranty issue" that is the automated response my dealer got whenever I raised any issue.I want to outline the problem for people to see their crappy build and quality of their work. I attached a picture of damaged jet rubber gasket that as you can see is separating from the tub causing building up of this material / residue behind it and impossible to clean (unless I tear the rubber piece more and more off the tub). the other picture shows the rest of the jets intact with no issues at all. When I got the tub, all the rubber seals were stuck to the tub with no space whatsoever behind it and it was clean for a bout a year. as time went on, and with proper maintenance recommended by their dealership, I noticed 4 jets have their rubber seal break and started separating from the tub, hence the residue buildup behind them as shown in the picture. when i contacted the dealer, as usual, they said they will reach out to Master Spas and as expected, you can see their response above. What their *@$%@ manager is trying to explain is that separation is completely normal. as long as the jet is not completely destroyed or leaking, I have to basically live with it even if it separating from the tub because according to them, it is acceptable.I mean, when I have a $%@# warranty from my car company, and the car has an issue, they cover it and fix it. they don't tell me "It is still driving"

  

  Business response

  10/11/2023

  Master Spas has record of product ownership, showing purchase/delivery date of 11/2/2020, and our customer support team has notes regarding the topic. From review of the details and photos provided, there was, ultimately, no warranty related problem with the product. As with any product there will be normal wear and tear and cosmetic appearance related things that will occur. Per discussions with the customer, the concern relates to seeing what appears to be buildup in crevices and/or some wear around wall fittings and their gaskets which can and will occur over time, the rate of which will vary depending on numerous factors such as water chemistry care, chemical levels over time,minerals and other solids in the water either from the filling source or simply users entry (bringing contaminants and solids into the water). Many of the jet wall fittings used are a what the supplier calls SQR style in which there is a large, thicker gasket utilized and the body squeezes this gasket out against the hole to seal. With this design, although it may seem odd to someone unfamiliar with these hot tub and pool jetting bodies; the front face is not the sealing point and will have loose or gapping look. This is also normal and we had reviewed this. As hot tubs are used, there will be normal wear and tear along with potential scaling / residue buildup and staining/bleaching that will occur. As mentioned above, this will vary depending on numerous factors. The warranty does not cover wear and tear or buildup that will occur over the life and use of the hot tub. If there were to be leaking, that was not seen to be related to abuse or improper care, the warranty coverage would come into play and we, through the local dealer or service contact, would stand behind the product warranty to arrange necessary, covered, repairs.  A copy of the owners manual is being included, which contains warranty terms on pages 104-107.
  
  If the customer has any further operation or warranty related questions, our support team is happy to help and can be reached at ************ or [email protected] hours of operation are Monday through Thursday from 7A to 5P EST and Fridays from 8A to 12P EST.  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 15D trainer swim spa within days the lids retained water and are failing. I have owned hot tubs and pools for over 20 years and ran pools for a hotel chain.I keep the pool between 1 and 3 ppm and they are trying to say its chemical and its not covered which is incorrect as it started right away.

  

  Business response

  10/03/2023

  Master Spas support team has record of contact and report from customer, regarding concern for water seen draining out of the cover skin. At this time and after reviewing the details provided by the customer, we do not see a specific problem or failure/defect that relates to warranty. We also do not see any direct signs of chemical damage. It appears that our team had some concern for amounts of chemical used per dosage, and we should have worded conversations better with regards to this point. We regret and apologize for the confusion here on this topic.
  
  The customer provided several photos during the discussions with our support team.These photos strictly show water that has accumulated within the skin and then drains out of the weep holes in the bottom of the skin. This is how the cover design is intended. The covers we have, have a solid vinyl layer on the bottom as immediate barrier between the water and the inner core. This bottom layer has purposefully cut out drain holes. Moisture and water will make its way inside the cover skin. As the moisture condensates inside the skin, it accumulates to a point and the drain holes in the bottom of the skin allow the water to then escape back out (so that it does not build up extremely large amounts of water within the skin, which would be problematic).
  
  The customers photos show how there is some water accumulated and then drains out of the hole in the bottom of the skin. Although the customer showed concern that water was getting into the inner foam cores, none of the photos provided, up to this point, have shown water accumulated within the inner blue plastic of the inner foam core. The inner foam core and blue vapor barrier material are the inserts. With no clear indication of water inside the blue vapor barrier, there doesnt appear to be any problem with the inserts.
  
  Our support team will be following up further to continue discussions with the customer. 

  Customer response

  10/03/2023

   I am rejecting this response because:
  
  There is a build up of humidity within the inner plastic as build up of water that only drains if i manually push it out and or tilt the lid

  

  Business response

  10/03/2023

  No evidence has been seen/provided, showing that there is water inside the insert blue vapor barrier. The photos provided, so far, have strictly shown water inside the bottom of the outer vinyl cover skin, that will occur. With the drain holes, it would accumulate to a certain point of reaching a drain hole and drain out. Pushing up on the bottom would also force the water within the skin to move to a drain hole and drain out as well. Or, tilting of the cover would also cause any of the accumulated and not yet drained water to shift and make its way out of the cover.

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A TS 240 spa was delivered 7/16/22. The spa has been leaking water from the first fill. We have to add water to the spa every week to keep it within manufacturers specifications. We have talked to Master Spas' and ********* Spas' personnel several times with the answer they would check into it and get back with me. Master Spas/********* Spas did respond by sending out a local technician, *******, 8 to 10 times. After running the tub through a series of tests, ******* could not find the source of the leak but told me he was reporting to Master Spas/********* Spas there was an issue with the tub. Then all communications stopped mid 2023.

  

  Business response

  10/04/2023

  Master Spas and the independent retail dealer, that the customer purchased from, have worked together to try to address the concerns.We regret that there seems to be some unclear communications and correspondence from dealer and/or us.
  
  There was a valid service call for a diverter valve cap submitted 9/27/2022 which was covered by Master Spas and the product warranty.We understand, through the dealer and service tech, that there have been several service calls made due to continued customer report and belief that the unit was leaking. From notes documented with the dealer, it appears that service made trips to inspect the unit 11/19/2022, 12/15/2022, 1/13/2023 and 1/27/2023. Each of these points, service inspection found no water internally which indicated there was no internal, potentially warranty related leak. The spas are built with a plastic bottom material which would result in any internal leak to accumulate on this pan and run out the side of the unit. In the last trip, it was asked that the service tech be sure to document photos reviewing that there, again, was no water internal leaking found. Attached are photos supplied by the service technician, from last visit.
  
  Although we understand that the customer felt that they have to add water too frequently to the spa, spas can and will lose water naturally. The amount of water or how often a spa needs to have water added, to bring the level back up a bit, will vary. There are many factors involved here, such as but not limited to:
  
  * Size of spa. Smaller spas, with smaller volumes can be more noticeable compared to larger spas with larger water volumes.
  * Water surface area.
  * Water temperature versus outside/ambient temperatures.
  * Outside/ambient humidity levels.
  * How well the cover is positioned on the spa and if it is being secured snuggly when not in use.
  * Frequency of use, as people getting in and out will carry some water out of the tub.
  * Frequency and durations of use and time that the cover is left open, which will result in evaporation losses.
  * Leaving air controls open, as this aerates the water and can increase evaporation rates during the pump filtration and purging cycles.
  
  There are also some normal reasons for a spa to lose water internally, when water levels reach certain points. These could be confirmed during service inspection, if there were to be any internal water found.
  
  Up to this point, the dealer and Master Spas have not seen any evidence of internal leaking, that could be a potential warranty related claim. From several trips made, the service tech has continued to report that all is dry internally. Although several service calls have been made and no warranty related leaking found during service inspections, the dealer had continued to accommodate and cover the service calls made to this point for the customer.
  
  If there has been some sort of significant change in water loss and the customer is seeing water running continually out of the base of there spa (and the water level was not filled over the maximum indication);Master Spas and the dealer would be more than happy to review further with the customer, and ideally get some photos of the leaking they are seeing occur. The customer can reach out to ******************** customer support team at CustomerService@****************************** customer support team can also be reached by phone at **************. Our hours of operation are Monday through Thursday from 7A to 5P EST and Friday from 8A to 12P EST. 

  Customer response

  10/10/2023

   I am rejecting this response because:
  

  Your response is most appreciated.

  The only thing I can make comparison to is the 3-person (170-gallon water) spa I owned for 12 years prior to the purchase of Master Spa.  I never had a water level issue with that previous unit.

  Regarding Master Spas, the service tech made a total of **** service calls.  I can agree there was no evidence of a typical water leak as I looked at the unit alongside the tech.  The tech was frustrated as he saw no water leak yet could verify the water level falling 1-1/2" below the minimum fill line every **** days was not normal.  One test the tech completed is that he asked us to leave the spa closed for 2 weeks without use.  The water level was considerably low even after non-use.

  The spa is situated on a screened porch with daily use only by me and my wife for 20 minutes per day.  The cover (supplied by Master Spa at time of purchase) is on the spa at all times other than the daily 20 minutes.  In addition, adding new water every few days creates the need for additional chemicals to stay within the proper sanitary conditions.

  I cannot be in agreement that there is no abnormality with the Master Spa.  

  ************************;*************

  

  Business response

  10/16/2023

  We regret that the customer is not accepting of this answer and remains frustrated. If there is not water accumulated and running out of the bottom pan of the spa, and the inner cabinet area is dry; this indicates no internal leaking and no potential warranty related leaking to resolve with the spa itself. With this, the losses would have to relate to evaporative and usage losses (usage being bodies carrying some water as exiting or etc). The best points to help reduce and minimize evaporative related losses, which are completely normal, in between uses would be to shut all air controls when done using the hot tub and make sure that the cover is closed, centered well and the straps latched snug.Topping off water periodically is normal. The frequency of doing so will vary dramatically based on site conditions and usage.

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Master Spa Trainer 15 purchased on 8/15/2023 from Hot Tub And Swim Spa Sale LLC, ***********************************, ************. The purchase was made at ******* County fair grounds. Delivered on 8/18/2023. Delivery included, beer cans, water and dirt in the tub. Filled with water on 8/28/2023 following published procedure. Immediately started leaking from deep inside. Told to contact Master Spa. Their phone numbers, ************ were not in service. Next day I was able to make contact. They listed a service provider that was no longer in business. It is now Friday. They have given the name of a local repair service, but have not provided a timeline for repair.1. I have asked the sales organization to replace the defective model that was sold as working. They will not, and it is now mine.2. Was told by by ******, a manager at sales org, a motto is there is no such thing as a spa emergency. Makes sense, but demonstrates lack of service and urgency.3. The leak continues. Repair and timeline has not been provided. Sales *************** said to rip out foam myself, find leaks and repair myself. Tempted to do this, but according to warranty this would void warranty.4. Rather than attempt repair a brand new defective tub, that will likely continue to have problems, I would ask that this be returned and a working tub be delivered.This is a defective swim spa that has leaked since the first. Ive already shared photos and videos of the delivered beer cans and leaks with all parties.

  

  Business response

  09/07/2023

  We regret to see the experience as receiving the swim spa and that there is claim of a leak as getting it running. The complaint details have also been shared with the retailer who had sold and delivered the unit, asking for their review with regards to the claimed delivery conditions of the unit. Our support team shows notes starting 8/29, regarding the claim of leaking. As the customer mentions, we regretfully found out that the service contact we had for the area had retired. Unfortunately, the account status still showed active for our team. Upon hearing this news, the support team began looking for another service contact option and checking to see if the retailer had any contacts to help service the customer. Within the next business day, it appears that we found another service contact to help and have set them in motion to coordinate scheduling service with the customer. From our communications with the service contact and customer, this service should be getting scheduled in the upcoming week. Master Spas support team plans to make further follow ** in the coming week, to confirm status of service and provide necessary aid to have service resolve any potential warranty related problem found. 

  Master Spas customer support team can be reached at ************** or ******************************************. 

  Customer response

  09/09/2023

   I am rejecting this response because:
  I reached out to the service tech assigned by Master Spas. He has no experience with this model or brand and is not familiar with the *** fittings. 

  He is also not able to schedule for several weeks(!) and has not set a date. 

  I have asked for repair procedures for the leak and have been told that none exist. I have asked for a spec sheet on the hole size for the *** fittings as that might be the problem, that they were drilled the wrong size at the factory. I did receive ************** after many requests. 

  Since no repair procedure exists, I have asked for the factory assembly SOP used to assemble the plumbing into the spa. They responded with No Repair Procedure exists. I responded that I understand but am asking for the factory assembly procedure, as that will inform us how to inspect and re-install the plumbing, especially the *** fittings.

  
  

  

  Business response

  09/15/2023

  As continuing to follow up with customer and service, customer reported to us that they seemed to have resolved the leaking in the swim ******* made a follow up message, to try to confirm all is good and there is no further problem. Our team also checked in with the service contact, who reported that they spoke to the customer and were advised that service was no longer necessary.

  Although we have not heard back from our last contact with the customer, we are in the understanding that the leaking appears to have been resolved.

  Our support team is happy to assist further, if necessary and can be reached at ************ or *****************************************. 

  Customer response

  09/19/2023

   I am rejecting this response because:
  
  With the most recent contact, I was only contacted after I had informed them that I had repaired the defective spa myself. The defect appears to be the *** fittings. I request the factory assembly procedure. They do not respond and have not sent the factory procedure. I still need the factory assembly procedure. Please have them send the factory assembly procedure. To be clear, they have not honored the warranty, no one helped, and they have not responded to my request. Please have them send the factory assembly procedure. With the procedure I should be able to discern if I have repaired the defect correctly.

• 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.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩