ComplaintsforMaster Spas

• Initial Complaint

  07/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 05-21-22 I put $5,000 down on a swim spa. (contract attached) I was provided a cancellation contract at that time with the right to terminate the contract per *********** Law within 3 days. (attached) The termination was sent to ************************************* as directed. The termination letter indicates that transactions are handled by check within 14 days. After a month had passed and no refund check received, I contacted Master Spas in *************** ******* at the phone number listed on my receipt ************. The representative there told me that I would have to contact the local dealer for a refund. I called the other number on my receipt for Master Spas ******************************************************** and a phone number of ************. Repeated calls for several days were met with "This mailbox is full". I called back to Master Spas in ******* and told them that their "local dealer" was unreachable. They provided me an alternate phone number of ************. I've left several messages at that phone number with no return call back.While searching ****** for Master Spas in ******, I came across a news story from "click2houston.com", a ******* television news station) dated June 20, 2019 involving ksmallwood (*******************************) and her husband *******, owners of ***** *** Services LLC for basically the same complaint.

  

  Business response

  07/26/2022

  We reached out to the ** retail sales team to review. They reached out to the customer today and are working with the customer to resolve the situation. 

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got our hot tub in October of 2021. We are a married couple with no children and very careful with our things. The dreamstone skirting on the Masterspa hot tub has been coming apart. We paid $1,020 for the upgrade. We spoke with the dealer and the manufacturer and nobody wants to take responsibility for it. Its make like garbage. Some kind of foam. First, the manufacturer offered me filters which comes nothing close to price of the upgrade. Then, they and the dealer said they would give us the standard skirting which already comes with the hot tub which was already included. So we still got screwed of $1,020.. We just want our money back. The manufacturer is not standing by their product. Very disappointed. The hot tub S/N number is *******. I hope this issue can be resolved.

  

  Business response

  08/03/2022

  We're sorry to see this complaint. Master Spas support team has had communications with the customer and has attempted to offer accommodations outside of limited warranty coverage in an effort to offer solutions to bring this to resolution. The spa purchase and optional skirt cabinet purchase costs referenced were exchanged and transacted with a local retailer, not Master Spas. As the manufacturer, we would stand behind our written limited warranty on the product. The main side panels are molded foam board type material which the manufacturer of these panels applies paint to give them a realistic stone look. These panels are similar to what you would also see in home improvement stores to give homes a stone look externally, without the physical masonry/brick involved. If the exterior painted surface and molded foam material is gouged in to or such, it would expose the molded foam core material. Based on photos showing chaffed, gouged and physically broken points that expose the core of the molded foam material, the fact that the spa is registered as delivered and being in use since 10/12/2021, that this was not reported by the retailer as having damage when they received the product from Master Spas and that this was not reported when the retailer delivered it to the customer; this appears to be and was deemed wear and tear and damage that has occurred during use. After customer showed dissatisfaction with this, Master Spas considered and had offered to either accommodate the necessary piece or pieces of replacement skirt cabinet, for the damaged pieces, part only coverage, or offered, as a 2nd option,providing them a full set of the plastic polymer skirt cabinet, what we call ********** *********** only. This was offered as a customer accommodation and gesture to try to resolve the situation. Unfortunately, the customer has remained unhappy and demanded that we both fully refund them the retail value they made with their retailer and also supply complete new cabinet parts to them.
  
  Master Spas remains willing to offer, as customer accommodation, to either supply the parts needed for the existing cabinet pieces that have incurred damage/wear exposing the molded foam core (parts only) or a complete set of our ********** poly skirt set (either grey or espresso) to the customer (parts only).
  

  Customer response

  08/03/2022

   I am rejecting this response because:
  
  This product was delivered damaged. My request was to have the cabinet panels it comes with  installed and have the upgraded foam panels reimbursed  to me. 

  

  Business response

  08/18/2022

  As our support team had continued follow up with customer,this claim was also recently indicated in that the skirt cabinet panels were damaged in delivery and noted with the dealers delivery team. Dealers selling our products are independently owned and operated businesses. Upon knowledge and awareness of this claim, Master Spas support team reached out further to the retail dealer who had sold the product to the customer and provided delivery services to the customer. ******************** had no such record of damage claimed from when the dealer received the product from Master Spas, nor record of damage at time of delivery until recently. With no damage claims made or noted up to this point with us from dealer or spa owner, this had appeared to be wear and tear and accidental damages that had occurred during use. Upon being made aware of the customer having noted this with their dealers delivery team, we asked the dealer if they would please reach out to the customer to work things out. ******************** support team had continued to hold up the offer of either providing replacement cabinet pieces, of the existing skirt cabinet or also a complete set of one of our DuraMaster poly / plastic panel sets. We are in the understanding that the dealer had reached out to the customer, with regards to the delivery damage claimed with them, and the dealer was placing order with us for necessary skirt cabinet.

  Customer response

  08/19/2022

   I am rejecting this response because:
  
  We were contacted by ****** on 8/11/22 and was told they would reimburse us for the damaged dreamstone cabinets and replace them with the poly cabinets. As of today,  8/19/22 we still have not received money back or cabinets.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Twilight Series 8.2 serial number ********* reached out to ******** service after conversing with my Calif Sales Rep *** in Mat 2020.Master Spa (MS) sent me a replacement part, for a part that broke after using this"new" spa two times...The replacement part is the wrong part, (replacement part (grey) and the original part is white. Contacted MS ******** support Approx June 2022 and was told "sent the correct part". Contacted my salesman and he referred me to ******************************************** reached out to him shortly after and still no reply nor the correct part received. Which makes me question was the spa I received :brand new" as in the contract of a return/refurbished one...?

  

  Business response

  07/26/2022

  We regret to see the frustration. Master Spas has note 5/6 of the initial contact and processing order to send customer replacement control assembly involved. With seeing this contact and that there is ongoing problem, our customer support team is actively trying to contact the customer to make sure we fully understand what is needed or can clarify the details regarding the part (and swapping the pieces). From photo of what was received, it seems to be the correct item received. The handle and cap on the complete, new assembly can be removed to then use the new internal pieces from the new assembly to replace and install in the existing control in the spa. We do want to help get this figured out. Our support team has tried calling the phone number provided. We are also trying to email to review further. 

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

   

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Master Spa through ************ on 5/21/22. Spa delivered the following week. Spa just dropped off, nothing else. Tub connected by a licensed electrician. Filled up following direction precisely. Turned on and nothing except error codes. Called HTI, they questioned if we used a licensed electrician, we did. Said problem was in the jumper??? Sent tech guy out, confirmed spa was wired correctly and no problem with jumper! Finally got it working, then noticed water leak. Called support again to fix leak, was told we over filled it! We didnt. Weeks later finally got tech back out and a leak was found. Need to order parts, parts finally in, 3 weeks later, out to fix. Now tub throwing error codes again. Told was an air lock in pump. Told to take filters out and run it to clear air lock. Didnt work as it wont go past error codes. May need a new pump! Ordering parts. Still waiting on partsgoing on 3 weeks. I inquired about getting a replacement tub, hahaha! HTI says they cant authorize that, MS has to. MS says HTI has to authorize replacement! 2 months and we still cant use it. Bought American made so as to support Americans. Very disappointed.

  

  Business response

  08/02/2022

  We regret to see the initial troubles after delivery and the frustration as getting started. As reviewing and following up with the retailer that the spa was purchased through, we understand that their service team made it out to site again Wednesday 7/27 to review issues reported. Their service inspection reported that the spa was empty at time of arrival. They filled the spa and started the spa up. They reported that all was functional at the time of this visit, and no warranty related problems found. Their report indicated discussing with the customer how air locks can happen when a spa is filled from empty state. They walked through user steps for relieving an air locked pump. Based on the conversation reported, they believe the flow messages **** *** reported) were after filling and the pump being air locked. We do also provide some details to users regarding relieving an air locked within the spa owners manual. At the time of leaving site, their service reported that the spa had continued to operate normally. The retailer reported sending follow up email to customer Friday 7/29 to check in as well. At this time, we are not aware of any further troubles and appears that the spa was operating normally when service was out to review 7/29.

  If the customer needs any further assistance, the dealer and Master Spas are happy to assist.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Master Spas delivered our spa after we had rain the night before. The equipment destroyed our yard causing us $4500 to repair. Master Spas refused to offer any monetary assistance to repair the damage. Emails and photos were sent to Master Spas and they ignore our request. I did file a complaint with the ******* Attorney General.

  

  Business response

  07/14/2022

  Master Spas has had contact with the customer regarding this matter and provided response. As reviewing the details with the *************** retail sales team, this is the history we have:
  
  4/11/22 - We delivered the swim spa to the customers site using a 6k forklift rented from *********** Rentals. This is a normal process and equipment for handling the large swim spa product needing delivered/placed at the site (15Lx8Wx5T swim spa that is about 2,600lbs).
  4/12/22 The customer e-mailed expressing disappointment with the yard damage.
  4/12/22 Retail sales representative reached out to customer to discuss the situation. We reviewed the signed sales contract, where it states yard damage *** occur and that we are not responsible for it. The customer acknowledged that but felt that the damage was greater than it should have been and asked if there was anything we would do. After some consideration, we decided to offer a $1,000 discount as an accommodation to the customer. The representative followed up to review this offer and the customer accepted the $1,000 discount accommodation.
  4/15/22 We processed their financing for $1,070 less than their balance due ($1,000 plus 7% sales tax).
  5/8/22 We received a negative ******** post from the customer and sales team representative attempted to reached out to them.
  5/24/22 We received a notice that there was another negative post and reached back out to them. As the representative was discussing the details and position, customer hung up, ending the call.

  5/31/22 - Customer emailed notifying us that they submitted complaint to ******* Attorney General. These details were turned over to our corporate counsel along with sales contract documents so that they would be able to respond accordingly to the possible inquiry from the ******* Attorney General. 

  
  Swim spas are large, heavy products and require large, heavy equipment for handling and placement. The sales contract reviews many points regarding purchase, delivery and installation. We have all this information outlined so that customers have thorough details for awareness and expectations regarding the product as well as delivery and installation. It is specifically indicated that yard and landscaping damages can occur from the heavy equipment involved during delivery process. This, of course, can greatly vary depending on top of ground (soil type/density and of course how wet or dry of conditions are present the day of delivery). This sort of comment and release is common with most heavy equipment related contracts and services, in that property/yard damage can occur when heavy equipment, such as a forklift, is used.  We received no request to cancel or reschedule delivery (prior to, on the day of or on arrival) from the customer. The homeowner was present at the time of delivery.

  Although Master Spas is not responsible or obligated to do so, we had provided special accommodation as reviewed and we consider this matter closed. The customers contract is being included for reference.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought hut tub at ************* Fair on 7/31/21 and delivered to us 8/17/21. The steps we were told at time of purchase were on back order and that someone would call us to deliver to us once they came in. Called numerous times to get status on steps but was advised each time they were still on backorder. We went to the ************ ********************* on 3/10/22 and located Master Spas booth. We told the salesman of the issue on the steps and he gave us display steps to take with us. We now have an issue with leaking and lack of service on our warrantied hot tub. The last time we used it was on 6/1/22 when we noticed on 6/2/22 it appeared to be leaking underneath. Called ************ on 6/3/22 and was given ***, the repair tech's number. Called him twice on 6/3/22 with no answer. Called again on Monday 6/6/22 when they opened back up and ***** voicemail was full. Called the main office and asked if *** was still employed or on vacation as we had no response from him and was told he was still employed and that someone would be reaching out to us. They never did. On 6/7/22 I called their main office and they stated the reason no one called me back was because they didn't have my number. On 6/8/22 *** finally called me and said he would be out at the end of the week or the beginning of the following week. No date or time was given. He was a no call, no show and when I tried calling him again, his voicemail was full again. Called main office on 6/16/22 and spoke with **** and was told someone would reach out to me from the service **** that same day but again no one has called me back. Called today 6/17/22 to speak with **** but was routed to ******* who said the reason no one called me back was because they didn't have anything to tell me. Was also told the reason for the delay was of a recent storm they had but this issue of trying to get service began long before the storm occurred on 6/15/22.

  

  Business response

  06/28/2022

  We regret the frustrations and the timing it had taken before service was able to be scheduled to get out to site. As following up with the *************** Retail & Service teams, they indicated that service made it out to site on 6/20 to service the spa. Our customer support team has attempted to reach out to try to confirm and ensure the problem is resolved. 

  
  If there is further service or support needed; please reach out to either to *************** ************* at ************ or our worldwide customer support team at ************.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Master swim Spa at a road show in *******. It worked well for a few weeks until it got an "error" code and shut down. Per manual, that error coded said to contact company, [no action recommended to end user]. I called ********************** spa to report concern to have evaluation and repair [per warranty]. The technician blew me off and told me to clean out the filter [which I did]. He did not send anyone out to evaluate/repair. I called several times, letting MS know that the tub was not running [in the middle of WA winter] and asking for them to send someone to come evaluate and repair. A few weeks later the tub completely drained. Once again, I called MS and no one was sent out to evaluate/repair. Finally, I opened it up and found a massive pipe break. I took pictures and emailed ******* this point, they mailed a new part and sent out a 3rd party for repair. 3rd party only replaced the known broken part [without looking for other freeze damage, as that was the only instructions they were given from MS]. The tub ran for a few days, and then it shut down again [error code]. I contacted MS again. No response. Then the tub drained again. I tried to fill it, but it wouldn't hold water. I contacted MS again and they sent out same 3rd party, who found break in the same spot as well as several other locations. 3rd party states that damage is so bad that repair is estimated at 10k+. MS is refusing to pay for repair as "freeze damage" invalidates the warranty. I have contacted customer service again at MS and they refuse to do anything but "pay for parts". I expressed gratitude, but labor is still needed and have no one to repair the tub. The 3rd party suggested damage is so bad "not worth repair" and recommend a new tub/exchange. My tub is not even a year old and it has been broken since a few weeks after hook up. MS has been negligent in its management of this entire process and is responsible for the freeze damage.Caution to other buyers!

  

  Business response

  06/07/2022

  We regret to have heard that the swim spa had incurred problems and was ultimately located in area where it was subject to freezing temperatures without any action taken at owner site to prevent freezing. Master Spas support team has made further follow up to both the customer and the service contact. In discussions with the service contact, they had not done further inspection to really know what else may be leaking. This seemed to be clear first step that needs to happen. Our support team has messages to the customer and also left messages with the service contact to try to review getting service scheduled so that proper inspection can be made and report detailing quote of what exactly would need repaired to get the swim spa operational again for the customer.Based on the overall situation, ******************** support team is looking to consider and offer accommodations outside of written warranty and is what the support team intended to review in most recent contact attempts. Our customer support team is more than willing to continue discussion and coordinate with service on getting out to site. We will be attempting to reach out again to both customer and service to try to get this service scheduling in motion. 
  

  Master Spas customer support team can be reached at ************** or [email protected] hours of operation or Monday through Thursday from 7A to 5P EST and Friday from 8A to 12P EST. 

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a spa from Master Spas at a Spa Show, It was delivered, upon filling it up with water it started leaking immediately. I reached out to *** sales rep, who told me to reach out to Master Spas directly through *** warranty claim. I spoke to a warranty rep who had a service technician come and inspect it. The technician said *** leak could not be repaired and that *** who spa needs to be replaced. Master Spas agreed to replace it but after a month still cannot provide me with an ETA for replacement. I have asked to be refunded for *** purchase price of *** spa.

  

  Business response

  05/12/2022

  Master Spas has records of contact and follow up regarding the matter. From the manufacturer point, it is accurate that we have approved / authorized for the retailer, whom sold and delivered the product to the customer, to be able to replace and return the existing spa under warranty. Our team has provided all necessary details and authorizations to the retailer for them to coordinate replacing the unit for the customer. If the retailer did not have a unit on hand to be able to immediately replace the unit, they would need to order a unit to be built and Master Spas would work with them to prioritize building of the replacement to fulfill it much sooner compared to normal lead times (which is several months). If they had to order one, it can take some time for the retailer to get everything coordinated between ordering, shipping and then scheduling delivery. Master Spas was not the retailer who sold and delivered this unit to the customer. As the manufacturer warranting the unit, we have fulfilled warranty obligations to arrange service to inspect and have, for this situation, approved the unit to be replaced through their retailer.

  Our support team will reach out to the retailer involved to help get the customer an update on status from their end regarding replacement ordered and possible timeframe from their end on delivery of replacement. 

  Customer response

  05/15/2022

   I am rejecting this response because:
  
  The terms of the warranty are clearly defined as a contract between the customer and the manufacturer. For example, if the retailer was no longer in business it would still be the responsibility of the manufacturer to fulfill the obligations of its warranty. Regardless in this instance neither party has made any progress in ordering, expediting or satisfying the terms and conditions of the warranty. Yes, the manufacturer has authorized replacement,

  But they havent fulfilled them. The customer is still holding the bag end of story.

  

  Business response

  05/23/2022

  Master Spas, located in *******************, is ready and able to provide a replacement spa. The customer purchased through,and delivery was made through, a retail company selling product in their area who would need to be involved to help facilitate the replacement here in CA. With the retailer not having an exact match in stock in their warehouse locally, the coordination of building, shipping and scheduling delivery does take some time. Both the retailer and Master Spas have been working to prioritize this. As weve continued to work with the retailer involved, the replacement unit has been completed and they are finalizing shipping arrangements to get the replacement unit headed out to their warehouse in CA. Once it is received satisfactorily at the warehouse, they will get their delivery contacts in motion to schedule the swap with the customer.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a swim spa that was delivered December of 2021, the cover for it was not delivered until January 2022. Upon complete delivery I tightened the pipes as the manual indicated to do so and filled the swim spa with water, there were no leaks. On April 1st 2022, I discovered a leaking pipe that was dripping all over the electrical and the **** caused the large portion of the swim spa to shut off, while the small portion continued to operate, so I shut off the main power source. I immediately called customer service but they were closed through the weekend, so I e-mailed them. ******************* and ************************* advised me that the warranty does not cover sending someone out to check the safety of the unit and to repair the pipe, but suggested it is safe to power back on and swim in. I would like them to send someone to look at the swim spa free of charge given the dangerous nature of the problem and that it has been less than three months since I have been able to fill the swim spa. I asked ************************* to forward my concern to his supervisor, but he has yet to respond to me.

  Customer response

  04/08/2022

  Hello thank you for your prompt attention to this matter. I called the manufacturer customer service number ************. Please let me know if you require any further details. 

  

  Business response

  04/19/2022

  Master Spas support team has been in contact with the customer and have registration of ownership for a swim spa delivered through a retailer of our products just a few months ago on 1/17/2022. We regret to hear the delay in that the retailer hadnt or wasnt able to deliver a cover at the time the swim spa delivery but has since been fulfilled. Our support team was contacted concerning the current situation 4/4 through current. Based on details received from the customer which included a short video 4/4, we saw and understand that there was water loss and leaking from one of the large nuts/unions on one of the pumps which had caused the breaker to trip (from pump getting wet). We reviewed owners manual details about checking these unions to make sure they are snug/tight. We have also been under the impression that simply tightening the union had resolved the leak and that there did not appear to be any further leaking present. Though it was believed there was no further leak after the owner tightened the union, customer inquired about service to inspect and that such service be covered by warranty. It was reviewed that tightening up these unions was outlined in the manuals and wouldnt be covered by warranty. If service was arranged and found that there was nothing wrong with the spa to submit as a confirmed warranty related problem needing repaired (as regular maintenance and user related setup information within the manuals would not be warranty related services), the independent service center company would **** the owner for the labor fees related to such a trip. With regards to safety, our swim spas are manufactured to meet, are tested by 3rd party and are certified by 3rd party to stringent safety standards for the industry (such as being certified to UL ****). We offer compliance page in the owners manuals that review a list of the major standards and regulations the product complies to. If the swim spa was also properly wired by the owner to meet all *** and local codes (as outlined in the manual), the product should be very safe to use. If the **** breaker trips, they should immediately get out and cease use until able to review and take correction actions regarding reason for the breaker tripping. It seems they properly did so and found the one pump union to be loose and simply needed tightening. Once this was corrected where the water leak was stopped and the pump motor had dried (to prevent further ground fault and **** tripping), the **** breaker would begin to hold in the on position indicating the fault condition being resolved and allow normal operation again.  From further communications with the customer on 4/8, our support team offered a standard hour onsite service call as an accommodation to hopefully provide closure to the situation to review if there is any other problem seen currently that needs addressed. At this time, we have no details that give indication there is any current warranty related problem but have offered this accommodation of a service call to check.
  
  A copy of swim spa owners manual is being provided for reference. Compliance information referenced can be seen on page 11, initial setup information on pages *****, electrical requirements and guidelines on pages ***** and limited warranty terms on pages 129-132.
  
  Our support team is more than willing to continue to communicate with and help here as well as if there are any other questions regarding operation or use. We can be reached at ************** or [email protected] hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST.

  Customer response

  04/20/2022

   I am rejecting this response because:
  
  As I informed "Master Spas" representatives ******************* and *************************, I read the manual from cover to cover before filling the spa with water. I followed the directions and ensured the unions were tightened in January and there were no leaks from January to March, however in early April I discovered a leak. My concern is that a leak spontaneously appeared, for no apparent reason, after approximately three months of no leak and that it could happen again. 

  
  

  Furthermore, there are two separate ****'s that affect two different parts of the swim spa. Although, there are two separate parts to the swim spa, both parts have the same water continuously flowing from one side to the other. When the leak appeared the **** did shut off power to one side, but continued to provide power to the other side. Therefore power continued into the swim spa while the electrical was wet and water was flowing between both sides. It is dangerous for a human being to be in a body of water that is touching electrical equipment, this could cause death or a serious injury. My second concern is that the presence of water may be detected by one **** while the other **** does not detect such water, thereby allowing electrical to continue to flow while water is touching the electrical equipment.

  
  

  The fact that the swim spa is designed so that the water-carrying-pipes sit above electrical equipment and that two ****'s are present rather than one that controls both sides, appears to be a design flaw. A flaw that my two year and I may have been a victim of had fate not allowed me to discover the leak prior to getting into the water. This serious matter was taken lightly by "Master Spas" by assuming I had not followed the manual instructions and indicating their opinion that it is a safe swim spa, without having a professional assess the integrity of the swim spa, after this serious matter was brought to their attention. Although I continued to inquire and request response from upper management, I was ultimately ignored until I reached out to the Better Business Bureau and left reviews on public forums.

  
  

  "Master Spas" ******************* indicates that as of 4/8 they have been in contact with a swim spa servicer to "review if there is any other problem seen currently that needs addressed," however as of today 4/20 no such servicer has been in contact with me. After my request that the contact information of the servicer be provided to me, I was provided their contact information today and will attempt to call them directly today myself.

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Master Spas Swim Spa from ************* in *********, **, 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 seventh swim controller panel which is about to be replaced again because 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, but they dont seem to put any urgency on getting the swim spa fixed. I also paid an extra $3,392.00 for the top-of-the-line Axis Cover which deteriorated within 6 months. The shelf installed by the dealer was installed incorrectly which caused the deterioration, and Master Spas refuses to replace it under warranty saying it is not a manufacturing defect. They have also responded that they dont make the shelf that is responsible for the problem, but the manual clearly states that a shelf must be used, and I purchased a complete package. Master Spas refuses to enforce any quality of service standards on their dealers, and the dealer had even stated that Master Spas would provide a written statement contradicting the warnings in the manual so as to release the dealer from any liability and defraud me as the customer.I want a full replacement of the swim spa and cover with a working model that is properly installed.Here are links to videos that show the controller issues: **************************** *** ****************************

  

  Business response

  04/14/2022

  Master Spas customer support team has had continued communications with the customer to discuss arrangements and accommodations to hopefully bring the matter to a close. From recent discussions, a service appointment has been scheduled for 4/27 to make it to the customer site to complete what has been discussed and agreed with the customer.

  Customer response

  04/19/2022

   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. ↩