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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.

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

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!!

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.

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

I have joined the Master Spas Owners Facebook Group. Although I have found some helpful information, as of recent Im finding it more intimidating to post or present any questions to the group.

Your current Moderator, Michael Lahay seems to be very put out by the task of moderating a social media group. I think he might be technologically challenged which is likely making him stressed out by an off shoot of his actual position. Complaining to the public that hes getting messages at 3:00 am, complaining that there are repeated questions in the group thread and today taking a tone with a customer asking did you even search the group before asking this question? Does this guy not know how to silence his phone or at the very least Facebook messenger?

Does he not understand that people do ask questions when things happen ie; at 5:00 or 6:00 am eastern time during a morning workout when he might be on a later time zone assuming that the response will not come instantaneously? The customer isnt always right but the tone hes taken repeatedly is less than welcoming and warm. It is definitely not the face of Master Spas that our family has come to know over the years of watching videos and doing research before we made our purchase.

Perhaps you could find a co-moderator to assist Michael in this endeavor. Someone with a friendly and less demeaning online presence.

Maybe he just needs some coaching, watch a few Master Spas YouTube Videos to get a feel for how the company presents itself.

I would like to remain anonymous because I dont want to be singled out of the group or removed. I do find value in the group, just not always the moderators delivery.

We have had our Master Spa swim spa for three years now and just as the warranties are ending things are in need of repair. I understand that will happen, but we can't even PAY this company to fix our $18,000 swim spa!

A lot of money to have something you can't use.

The lights on the spa have been broken since November 2021 it is now June 2022. The only service repair man for the entire Indianapolis area doesn't want to do it because it's going to take a long time to do it. What a ridiculous statement. I know the cabinetry on the outside of the spa is very difficult to deal with it barely fits, and the service man knows this.

Also, the cover got water logged and broke the lifters. This has now been broken since February, and it's June 22. We need a new cover and lifters(3 years old) NOT under warranty! I can't even get the service person to tell my husband and myself the same thing, so now we have waited to order a new cover for since March 5,2022.

I can not get in the swim spa on my own without the cover lifters.

I'm feeling like I have an $18,000 piece of junk. A little honesty goes a long way!

We were excited to purchase a MasterSpas Bar Harbor SE - even more excited when the unit was in stock and able to deliver to our home in Phoenix within two weeks. But the installation was a very *** and rushed job and they left without actually checking the unit to make sure it was working. Almost a month later and we are still waiting for a part for the heater to work and we've used the spa one time and jets kept shutting off after 15 minutes which was massively annoying.

I ordered my master spa in august under the false pretenses that it would be delivered to me in 3 months and that it would require no chemicals. In December I started a 3 month long run around on the phone calling master spas about the whereabouts of my hot tub, to always be told we will call you back.

To never be called back. By February (6 months past the day I ordered and double the amount of time I was told Id have to wait) I started to threaten to file a claim with my credit card company.. finally last week (mid March) my hot tub arrived. I open the info that I was never presented with (owners manual) to find out Im going to need just as many chemicals as I would with any other hot tub and there were absolutely no perks or reasons to go with master spas.

If I had known I would be treated this poorly and lied to I would have never wasted $10k on a hot tub that came over 4 months after the promised date.

Absolutely horrible customer service with every ding person at mast spas. The only decent person during the entire ordeal was the delivery guy and he was a contractor.

I recently chatted online with Michael at Master Spas. I gave him the serial number to my Master Spa Legend 800LSX.

I was inquiring about suction covers which would fit my 2008 hot tub. He gave me the link to the pre-2009 suction covers and I ordered five. Upon receipt, I discovered they did not fit. They were too small.

I emailed Master Spas to request an RMA so to return the unusable suction covers. They never responded, so I called by phone to explain the problem indicating that it was Master Spa's error by selling me covers that do not fit my hot tub. The customer service person said that the website states "that they may not fit". That is totally ridiculous that the manufacturer would not know if a part would or would not fit their own brand of hot tub!

I knew nothing about the VGB Act which affected pre-2009 suction covers. Michael with Master Spas should have informed me of that prior to my purchase. When I requested a pre-paid return shipping label, that customer service guy said he would refer me to his general manager. The phone then abruptly went dead.

He either hung up on me or perhaps made a transfer error. I then sent a second email to Master Spas outlining all that had occurred and I never received a reply to that email either.

They may sell a quality hot tub, but their customer service is 100% lousy. It is the next thing to robbery to allow a customer to purchase a part that THEY SHOULD KNOW would not fit.

We bought a spa at one of the expos in Watsonville, CA .The salesman, Ron, said we would have it before superbowl Sunday, that would be 2-3 months. It came and went, no calls, no updates.

The expo came back to Monterey in March, my husband went and talked to Ron in person and was told he put his name on the floor model. That was to be delivered in 2 weekends. He was so disgusted with the whole thing he agreed. The spa was delivered, filthy.

I had to clean with bleach and water, the filters were brown with *** It was disgusting! The guys that delivered were in shock.

I called Ron, our sales guy and at first he was going to deliver new filters, now tonight I get a message to "just use the filters that came with it and to call the office tomorrow".

I am not a happy customer, I will never recommend this company to anyone and I am going to be the squeaky wheel at every expo! This company sells a product that apparently they do not have in stocks, and use your money to fund their "expos"!

I bought a master spa last April 2021. I paid for a stereo system that was supposed to be installed when the Spa was being built.

Somehow the stereo system was not installed. My wife and I have reached out to the manufacturer and master spa dealer. I have multiple unanswered e-mails and broken promises to get back to me with answers or solutions. The spa sits in my backyard unused.

I am SO DISAPPOINTED AND DEPRESSED. My sales person, Travis promised to help me with start up. He also won't return my calls. I guess once they make the sale, all kindness and professionalism is out the window.

I don't want this spa because it's not what I ordered. I am getting ready to contact local news media and attorney to assist with my refund.

HORRIBLE EXPERIENCE!! BUYERS BEWARE!!

PS, Not only did they forget to install the stereo system, but there are kinked tubes and the LED lights don't stay bright.