Reply by Master Spas

We are sorry for your experience and as the manufacturer of the product, would like to help if we can.

First, we do not show that you have a registered product in our system. Can you please provide us the serial number, model, delivery date? This will allow us to set an account up for you In our system and make any future communication much easier.

Since we are not aware of any issues with the product at this time, we would also need the name of the dealer you purchased the spa from. This will allow us the opportunity to contact them and discuss the delivery and service they have provided to you.

We are truly sorry for this situation and look forward to hearing back from you so we can get to the bottom of this situation. We are available at either 800-860-7727 or customercare@masterspas.com
Author's
Half Moon Bay, California
1.0
Details
Customer service
1 comment

Made a huge mistake purchasing a Master Spa from a fairground here in California and the American Made company in Indiana could care less about the problems we experienced and I'm sure it has to do with the fact that we bought it out here and it was supposedly at a reduced price close-out sale. Right--$6200+ later.

Our hot tub was supposed to have been delivered Aug 14 between 1-3pm so I took the afternoon off of work. At 2:20 driver called to say it would be between 4-6pm. We were taking our daughter to dinner since it was her birthday so we called at 5:30 to make sure they were close. Nope-they were still in San Jose (over an hour away). They would not change the delivery to the next day because they were leaving town. They finally arrived at 8pm. It arrived with no cover and no stairs. Driver said "someone ran in to them" so he would have them shipped out to us the next day or day after. Yeah, right. I got connected to the Customer Service Supervisor who promised me he would upgrade my stairs and my cover for my inconvenience. He did not. He also said he would keep me posted every step of the way on the delivery of these items. He did not. I was told by him my cover would be delivered 8/22 so this time I had to take the entire day off because I had no estimate of time. I emailed CSR Manager on 8/21 to tell him of my concerns but he wasn't bothered. Sat home all day waiting and at 3:30 or 4:00pm, the delivery company called to say they would be here Monday with my cover. So, I had to take yet another afternoon off of work on Monday to wait for my cover. In the meantime, I had to buy a tarp for my hot tub because it was getting filthy with debris from the trees. The cover is not an upgraded cover-it's the same lousy one we saw in the showroom. The CSR Manager who was supposed to keep me informed every step of the way basically dropped off of the face of the Earth.

So, after taking 3 days off of work and having to use my vacation days (which is ridiculous), I finally got my stairs and my cover on August 25. I bought and paid for the hot tub on August 9 and didn't get my stuff until August 25-almost a month. The whole process was entirely disappointing.

Oh-the CSR Manager said he would send me a care package. Nothing has arrived so I'm sure that must be a lie too.

Please do not buy from this company unless you live in Indiana and can walk in to their store and demand good service. They brag about being American made and I would appreciate that except for the fact that they do NOT care about their customers and if you buy from someone other than their store, you are totally screwed. You have no option but to keep the spa and are at the mercy of when they feel like getting your stuff to you. I am so disappointed. I hate this hot tub and this entire experience has made me ill.

Please do not buy Master Spa from a travelling show. They may be fine if you buy direct but who knows, it will probably break down in a week. I am not happy with my purchase and am completely disappointed in the lack of service I received. Also, if a guy named Duane who calls himself "24/7" tries to sell you the spa, run fast. He's not available 24/7-I heard from him once during the entire process and it was basically to tell me he couldn't help me and he referred me to this CSR Manager who was worthless. It's all a scam.

Review about: Master Spas Customer Care.

Reason of review: Problem with delivery.

Preferred solution: Let the company propose a solution.

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Comments

Anonymous
South Amboy, New Jersey, United States #862761

Yes had same isue have had spa roe several years now but it never had a drain tech came to house removed bottom of control panel and I could not use spa .... Needless to say living in the North East it froze now lines are broken and I'm into repairs at about $800 three for service call two for new control ans another 300 for rewireing before we found that in leaks from the main manifold and What is that gonna cost to repair God Only knows !

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