Reply by Master Spas

Thank you for your recent review. We dug through all our files and systems and unfortunately can't find any details about any past issues with your hot tub. Regarding your warranty, you would have received a copy of the appropriate warranty with your hot tub when it was delivered in August of 2010. The Clarity Spa line has a 3 year surface and structure warranty along with a 1 year parts and labor warranty. Some of our premium hot tub brands do come with a 5 year parts and labor warranty so you may have been looking at one of those specific brands websites.
We're sorry for any confusion and frustration you have had. Our goal is to always have our customers satisfied with the product and we continually work to make the experience better for every Master Spas owner.
If you'd like to discuss further, please contact us at 800-860-7727 or at customer
Pretoria, Gauteng

Back on 8/23/10 your company delivered spa to us that we purchased at the Indiana State Fair. The spa was delivered as promised, our old spa was removed, & we were given a very quick tutorial on operation & handed a book of instructions, which was not easily understood.

But we got it filled & operational & enjoyed it for a little over a year when we got a message "heater too hot." We tried to figure out what to do from our instruction book & finally called the spa people we always dealt with. Young man worked on the spa all fall & into the winter but couldn't get it fixed so we had it winterized. Thinking it was a 5 yr. warranty as stated on your website, we had it looked at again & at your suggestion called your guy who told us the same thing to try as our guy had said.

Warranty turned out to be only a year but when our guy finally figured out what part was needed he couldn't get from you because he wasn't an "authorized dealer" & you wouldn't release the part. Bottom line, we lost our desire for a spa so it sat there until we finally decided to get rid of it when the cover started falling apart so we took a saw to it. No one wanted it. We should have called you a long time ago to have it picked up.

I will say it appeared to be well constructed though the lid never would stay on the filter & the extra filter left did not fit our model.

We just felt like your customer service was lacking as we tried to deal with your company through it all finally giving up. So no recommendation from us for Master Spas should anyone ask.

Product or Service Mentioned: Master Spas Customer Care.

Reason of review: Poor customer service.

Monetary Loss: $3000.

Preferred solution: Too late for any of the above - just wanted to register our story - we should have stuck with the problem, but lost interest..

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