Reply by Master Spas

Thank you for your post. We'd love for the opportunity to discuss the situation with you further. Please contact us at 800-860-7727 or customercare@masterspas.com. Thank you
Author's
Washington, District Of Columbia
4 comments

The heater to my masterspa failed at the end of the winter.When I went out to check the water, I discovered that as a result of the failed heater, pipes had frozen and cracked.

Masterspa is replacing the heater under warranty but will not warranty repair the freeze damage resulting from the failed heater. Masterspa's warranty excludes freeze damage. They take the position that the warranty excludes freeze damage, even when caused by the failure of a part which is warrantied.

For a product costing more than $10,000, advertised as the best of the best and intended to be used in the Northeast in cold weather, their approach to customer service is truly appalling.I would never buy their products again.

Reason of review: Warranty issue.

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Anonymous
Leo, Indiana, United States #915099

I do service and technical training for 11 Major hot tub manufacurer's.Masterspas is one, as is Hot Springs, Jacuzzi, Sundance, Artesian...

to name a few.None of them cover freeze damage.

Jeff
#536834

Chris is absolutely correct. if you live in a cold climate and you don't check on your spa once in a while, then you are to blame. As a MAster Spa dealer for 11 years and a technician for 21 years, I can tell you that no one stands behind their products better than Master Spas and most are terrible.

Under warranty, Master Spas replaces the entire heater component including the sensors, not just the element.

hottubjeff@comcast.net

Jeff
#536833

Chris is absolutely correct. if you live in a cold climate and you don't check on your spa once in a while, then you are to blame. As a MAster Spa dealer for 11 years and a technician for 21 years, I can tell you that no one stands behind their products better than Master Spas and most are terrible.

Under warranty, Master Spas replaces the entire heater component including the sensors, not just the element.

hottubjeff@comcast.net

chris
#471035

Every single manufacturer of spas does not cover freeze damage like this. Your heater is a a Balboa, absolutely top of the pile. You must have left your tub for a very long time for this to have happened.

It would be like expecting Ford to replace your car because your tire blew and you crashed...

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