ComplaintsforMaster Spas

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good Afternoon,In December of 2020, I purchased a hot tub from Master Spas. This year, in October 2021 (only 10 months later) the hot tub cover started taking on water to the point where my wife could no longer lift the cover. I called Master Spas and they said this was not normal at all and said it was covered under warranty but that I had to pay for shipping. The shipping cost was quoted at an unbelievable $475 to simply ship two foam cover inserts (to buy a new complete cover is around $600). I called the company back to see if there was anything that they could do to alleviate the huge cost in shipping and they refused to help me. I asked to speak to a manger and was told that someone would call me back and they never have. As a customer, I'm blown away that a $14,000 hot tub that is only 10 months old is already causing me issues and the company is doing absolutely nothing to help me. I don't mind paying for some shipping but $475 is unbelievable. Thank you for your time.

  

  Business response

  10/26/2021

  We are truly sorry to see a problem develop with the customers cover and have offered coverage per our warranty terms. If the cover components were requested and needed shipped directly to the consumer verse going through the retailer where they made purchase through, the warranty does outline that shipping costs are not covered and would be an expense that the owner would have to pay for. With the distance the customer is from the retailer where purchase was made, Master Spas support team had provided shipping quote for the covered item(s) to be sent direct to the customer. We simply quoted what our ***** account system indicated as costs that would be incurred to send these bulky items direct to residential location. Cover warranty details attached for  reference. As reviewing this, it looks like our support team has made further follow up and we have been able to find a different retailer who is willing to help by allowing us to put the covered cover component(s) on a future truck load. We will be looking to confirm and work on order arrangements so that the customer can pick the item(s) up at this location once available.

  Customer response

  10/26/2021

   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

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There are rips in the seam of the cover to my Swimspa and I want it repaired or replaced. The spa was delivered on 2/12/2021 and moved into place 4/5/2021, that is the day I noticed one stitch in the seam had come apart. Now 2 rips about 6 inches long have developed. I believe the material was trimmed too closely when it was manufactured. My husband installed cover lifter bars that take the stress off the handle where the cover ripped when it is opened. I requested a claim be filed 8/9/21, The customer representative for Masterspas denied the claim saying "As a newer customer they are most likely not lifting a supported lift with the handle by placing their hand in the middle of the cover before opening which will cause these tears over time from the stress of pulling on the cover.' I did not cause the rip, The second rip is not located where the handle is. The cover is brand new and should have a longer life than 4 months. The cost of the Swimspa was approximately ******** 

  

  Business response

  09/14/2021

  Master Spas does have owner registration details showing delivery February 2021 along with recent notes regarding contact about this situation, most recent notes entered as of 9/8. The rip seen is something that can occur if the skirt flap of the cover is grasped and pulled or lifted on which it is not intended. Its intent is to cover the side of the spa shell and block weather and wind at the contact point with the cover. The cover is still in usable condition though understand the rips are present. According to our notes on 9/8, our customer support team had reviewed these details as well as noted offering a replacement skin as a customer accommodation for this occasion which we would send out to their retailer where they could pick it up once available. Our cover care and warranty has been included for reference as well. With having offered accommodation to supply a replacement skin through their retailer, we hope that this has brought this situation to a close for the customer. 

*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. ↩