Swim spa is great!
Customer service has been a significant issue from day one. Salesman (James) was extremely unprofessional as soon as I paid. He lied about many things and when I called him out on some major things (i.e. there was no “floor model”) a spa had never even had been ordered for me ( imagine how I felt having paid cash and finding out wasn’t even ordered) There were several other untruths that actually affected my safety (regarding the steps and few other things), when I specifically said safety was paramount for me because of a serious health issue.
During the phone call with the Salesman (James) he literally shouted at me! He was not even trying to have a discussion, he was just flat out screaming and yelling at me. I was blown away. I’ve never been treated that poorly.
More recently I called customer service to let them know that the area right under the handle, had a rip in it. Before I could even fully explain, i was told that this was my fault and not covered by warranty. There is only one way to open the swim spa, by pulling up on the handle. The wear/tear is exactly where a reasonable person could see that I did nothing wrong. Sometimes there are defects in items. This should have been covered by warranty. I was told it wouldn’t be, because it was my fault. But offered to send me a new skin (don’t even know what that is) for “free”, but I would have to pay approx $70 for shipping. I can’t afford that, especially when I don’t know what it is. I just want the side of the cover, that has a tear, replaced. That’s a reasonable request as it is in warranty, or so I thought.
This afternoon I noticed that the control panel isn’t working. I’ve done everything that I read about to do, but it didn’t fix it. I left a voicemail about it, since it was after hours, but I’m not looking forward to talking to customer service, because past experience has proved to be rude and unprofessional.
So I’m having a really tough night, because historically customer service with Master Spas has been extremely upsetting.
I truly hope my two issues can be resolved immediately (the control panel) and then the cover, all without incident, so that I can go back to fully enjoying my swim spa.
Product or Service Mentioned: Master Spas Customer Care.
Reason of review: Poor customer service.