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Our spa was delivered 3rd quarter of 2020. Today May 30, 2023 we just got our acrylic repaired that was damaged by the delivers of the Master Spa.

It took several calls and texts over the years to get them to follow through. I have asked several times for a benefit in response to the inconvenience and it gets ignored every time by the local reps.

Also we asked what would be needed to placed under the spa and bought a prefabricated mat that was recommended.

Well after the spa was delivered and filled with water, the water levels were uneven. So we had to get someone to level the gravel under the mat which we asked about and no one told us until after the spa was set up.

For such a costly investment better customer service would be beneficial.

I just tried to call customer service as was recommended by the acrylic repair guy today and no answer.

Thanks for reading.

User's recommendation: Check the customer service options in your area before purchasing.

Hi! My cover is falling apart after under 2 years.

Is there any warranty? Completely waterlogged and ripped at the seams.

Mr. Cliff Louthan and Master Spa: We purchased a brand new Bar Harbor SE Spa on 8/13/22 from Master Spa.

Today is November 10, 2022. We could not use the spa because it was leaking. We have been filling the hot tub every time it drains out, and didn't know why. Several of the knobs kept falling off.

Mr. Erickson walked me through several issues we had with the spa early on. To answer your question, NO! we do not want Cascade Spa to repair the leaking spa.

We are consumers and we paid for a brand new Bar Harbor SE Spa. Therefore, it is only fair that Master Spa sends us a brand new Bar Harbor SE Spa, or we request a refund. We lost faith in Master Spa and the spa that was purchased in the Expo Showroom. We paid Master Spa full price for the demo.

$9454.69.

We have been advocating for Master Spas to be professional, accountable, and transparent. It's going on 90 days, and you want us to wait until someone orders the part and then come out and replace the defective part on a brand new Bar Harbor SE Spa.

No, it is not acceptable for you to repair the defective part. You have two choices give us our money back, or send us a brand new Bar Harbor SE Spa, and replace the malfunctioned spa. As you can see in this email, we're under great duress from investing our money into a big-ticket item that is defective.

We are angry. cc: Consumer Financial Protection Bureau

User's recommendation: BECAREFUL BEFORE YOU PURCHASE MASTER SPA.

I find it remarkable that for a nation-wide company that there is no way a consumer can reach anyone to discuss problems with their unit. Today for instance, I have tried the corporate office number and a customer service number 6 times -- not only has no one answered, but at the customer service number, the call is terminated while allegedly being "transferred!" Unfortunately, I must rate the customer service as lacking!!

User's recommendation: Think teice berfore buying and make sure that you have a good, working contact number for service!!

We took delivery of a Challenger 18D swim spa in mid-late Feb 2022. In mid-late Sept 2022 the heater broke (2 months ago).

Its still not fixed despite several attempts by Master Spas tech support.

Water temp now in the 70s & air temps are freezing. We live in Indiana.

User's recommendation: Spotty, worrying warranty service.

I have a 2020 TS 8.25 - 2 year old tub this month. Problem started with water running from bottom of tub.

I investigated saw that tube to ozone generator came off (cable tie broke). I read maintenance should be to replace tube and check valve which I did. Next issue no bubbles and ozone generator light stays green. I removed tube from ozone injector cleaned out, bubbles came back.

Next issue no bubbles, I found tube is full of water, I manually drained works again. Next issue no bubbles line full of water new check valve broke water inside unit no more green light. Questions- is my tub on continuous circulation cycle, is thus default setting or can I turn this on/off? I thought problem could be at injector (o-ring possibly) but now I believe the tube only fills when circulation pump stops running and water travels down tube to check valve; I assume the ozone generator has enough force to blow water in tube back into tub.

I do not want to replace for fear problem elsewhere or a repeat of what’s going on. My dealer charges $150 or whatever it for s trip charge and I am confident I can replace, I just don’t understand how this is supposed to work from owners manual. You recommend dealer perform this maintenance; changing a check valve and tube is not worth that cost. Should my circulation run continuously, should water flow down tube when pump goes off, does the ozone generator lose power over time (it failed before 2 years if yes) to push that water out of tube back into tub.

Appreciate any information you have thanks.

Next issue our control panel is yellowing near the pump buttons and I believe starting to affect the contact, is this covered under warranty? I can send image