Reply by Master Spas

Hi Michael. We’re very sorry to hear that you’ve been having technical issues with your spa and that you are upset with your dealer’s travel fees. The warranty does clearly state that the dealer is allowed to charge for travel expenses, as only parts and labor are covered. We contacted your dealer to learn more about this issue, and they said that unfortunately due to several factors (i.e. your proximity to the store, their multiple shows, one available service tech) your repairs had to be pushed back. They agree that this shouldn’t have happened, but unfortunately there wasn’t much that could’ve been done at the time. After talking to your dealer, it sounds like you’ve talked to Angi and that Brian is scheduled to come take care of you on Friday. We hope that you are back to enjoying your spa soon! Thank you for the honest feedback.
12957 Gravois Rd, St. Louis, MO 63127, USA
Advertised vs Delivered
Customer service
Diversity of Products or Services
Price Affordability
Product or Service Quality
Value for money

We bought our spa in July of 2016. Immediately the recirculating pump went out and had to be replaced.

A month later the heater went out and had to be replaced. Yes, it is under warranty but dealer charges $99 trip fee for all service. Now, 5 weeks ago, the heaters have gone out again! My spa is still not working despite repeated calls to the dealer (who says they only have 1 service person and are very backlogged).

If they are having so many issues with these spas, maybe they aren't quite as good as they claim.

We really enjoy having it while it is running, it is getting quite troublesome though. It is still under warranty, but there goes another $99 for trip fees.Wtf

Reason of review: Poor customer service.

Preferred solution: Let the company propose a solution.

I liked: Quality of jets.

I didn't like: Lack of service.

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