Complaints

This profile includes complaints for Master Spas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Master Spas has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Master Spas

  6927 Lincoln Parkway Fort Wayne, IN 46804-5623

  
• 

  Master Spas

  6927 Lincoln Pkwy Fort Wayne, IN 46804

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought the spa in December, it still does not work, pump issue, contacted the dealer they said it could not have a ***** gfi breaker installed, so I changed it to a ******* breaker , then they say its wired wrong because of a splice, now they wont even look or send anyone to fix it, I am a electrical engineer and master electrician and they are wrong, but they wont fix it, getting the run around for a week, I would like to return this and purchase from a different company, no support , it has never worked, spent 8000 on electrical wiring , they cannot prove to me its the wiring, this is from spa company Awesome, received. After review this is the correct breaker but it is not wired properly So you can't have those orange con***tors spliced together in the box and then going to spa, as I loaded all documentation ***** out breakers which there was nothing about the eaten breaker installed the installation manual but they wont even send anyone to look just keep telling me to change things, terrible service, everything is done to code and following the manual that came with hot tub, as a electrical engineer the photos enclosed it is done to *** code, the splices because I had to change breaker is a something I do in sub stations every day, they need to pick it up refund my money,

  

  Business Response

  Date: 03/17/2025

  We regret to see the troubles as trying to wire and start up their new spa. Master Spas customer support team has record of contact with the customer and their independent dealer, ***************, to try to confirm root causes of the spa not operating. Our team appeared to have notes starting March 4th and update from the local dealer on March 6th showing photo of ***** GFCI with statements that there was no neutral wire to the spa. The statement that the load neutral was missing or incorrect would either result in improper operation or possible damage, depending on how power was wired (either potentially no voltage or improper voltages). To prevent further potential frustrations, the dealer also made recommendations to swap the ***** GFCI while also correcting the load neutral wiring to the spa. 
  
  The recommendation to swap the ***** GFCI is related to nationwide dealers, as well as well as one our suppliers in the pool and spa industry, reporting nuisance tripping problems being seen on new installations with ***** GFCIs. As soon as customers in other cases swapped the ***** breaker to another brand, they no longer had nuisance tripping occurring.
  
  Although Master Spas support team had not received an update, that the wiring corrections were made, we saw the updated photos in the BBB case as of March 7th indicating that the breaker and wiring corrections were completed. Upon seeing these details, our support team reached out to the dealer to inquire if they were aware of these corrective actions being made and if they'd work on scheduling service to inspect the hookup and why the spa was not operating properly. We received report, this morning, that service was out to site and resolved the problem for the customer.
  
  If there are any operation questions or concerns, our team would be happy to assist. Our customer support team can be reached at ************ or ******************************************************************** Monday through Thursday from 7A to 5P ET and Friday from 8A to 12P ET.
  

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My original complaint, December 21, 2024, was the hot tub, under warranty, touch screen panel quit working. It then started working intermittently. I contacted the company, Master Spa to report the problem and request service. Initially they referred me to a company who over the course of two months has not returned my calls nor text messages. Since then, we have had additional issues with the unit and I have no longer been getting communication from Master Spa. I would like the unit repaired or replaced.

  

  Business Response

  Date: 03/06/2025

  We truly regret the frustrations as we've worked to get service arranged. We do have record of contact and service scheduling in motion, back in December. We received report, from the 3rd party service, that this service was cancelled due panel being reported as operating. Then, the troubles were again reported later in January. It does appear that both customer and our support team have struggled to get follow up from the 3rd party service nearest to the customer, who had agreed to schedule prior. Over the last couple weeks, we were able to source an alternate service contact. At this time, Master Spas support team has a 2nd service option committed to servicing the ***. They have reported that service is scheduled with the customer for 3/7.

  Our team looks forward to seeing this brought to resolution and will be following up after this service appointment to ensure the situation is resolved. If needed, our support team can be reached at ************ or ******************************************* Our hours of operation are Monday through Thursday from 7A-5P ET and Fridays from 8A-12P ET. 

• Initial Complaint

  Date:12/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Don't BUY THESE CHEAPLY MADE POS's!!!Total dog sh**!! DO NOT BUY ONE OF THESE HUNK's OF JUNK!! Paid $12K to wait months to FINALLY have them deliver this thing, and $3000 more for an electrician. I'm now in the piece of cheaply made c*** for $15,000!!! Once it was filled up, it started having PROBLEMS!! The screen went black to an error screen, saying it cannot communicate and needs to be updated!! No direction online, in the manual, or ANYWHERE on how to do this shall I remind you! I get an email stating I need to pop the main motherboard cover off disconnect and plug back in a wire to the touch screen, turn on the tub, and try again! GUESS WHAT?? I open the cover and the ENTIRE INSIDE OF THE *** IS SOAKING WITH POOLING WATER!! Around all electrical components and motherboards! Water leaking everywhere, I have NO CLUE FROM WHERE!! This is an utterly cheap, poorly built, POS!! Of course, they OFFER NO REFUNDS!! NOW I SEE WHY!! TOTAL WASTE OF MY TIME AND MONEY!! CALLING MY LAWYER IN THE MORNING!

  

  Business Response

  Date: 12/31/2024

  Master Spas, as the manufacturer, has registration of ownership starting 11/1/2024 when product was delivered through an independent retailer where purchase was made. Our support team appears to have records starting yesterday, as following up with a voice message that was left Sunday 12/29 while our offices were closed. Our support team attempted to call the customer yesterday 12/30 and again today 12/31 but noted having to leave a voicemail each occurrence. Our teams also responded to online posts, yesterday, that the customer had made.
  
  To the best of our knowledge, the customer may have been communicating with their retailer, prior to this recent contact with us, who was reviewing common startup points to check. Our owner's manual advises checking equipment unions during startup, in case they possibly loosened during miles of transport and delivery. Although the exact timeline of events is uncertain/unclear, we understand that the leaking is not resolved and that the leaking from one of the heater unions may have caused water to contact the main control board which could be reason for the communication error on the topside control panel. 
  
  Our support team is trying to assist the customer and working to help coordinate a service call with a local spa technician to troubleshoot and resolve the situation. The service center reported that they reached out to the customer and are looking to schedule for either Friday or next Monday. Master Spas support team will follow up at these points to help ensure they have any necessary parts or troubleshooting components necessary.  
  

  Master Spas customer support can be reached at ************ or ******************************************* We will be closed for New Years. Our normal office hours are Monday-Thursday 7A to 5P ET and Friday 8A to 12P ET.

  Customer Answer

  Date: 01/02/2025

   I am rejecting this response because:
  
  I want some sort of credit or refund for all the trouble and delays this has caused. This company sells their spas via a traveling parking lot sale circus, and it is now become evident that the quality of their products are in fact sub par. 
  
  

  

  Business Response

  Date: 01/02/2025

  We regret to see the frustrations that have occurred as trying to start up the spa recently. Our teams are working to assist with arranging service to inspect and resolve the problems reported. The purchase and delivery was through an independent retail business, not Master Spas. Based on registration of ownership received, the spa was registered as being delivered 11/1/2024. Master Spas support teams have record of recent contact, this week, and our teams have followed up in a timely fashion. We are uncertain, at this time, as to the exact root causes of the situation and problems. Master Spas will stand behind the warranty that we provide with our product, to cover the service call and components, if any are needed, for any valid warranty service and repairs performed. 
  
  We look forward to seeing this resolved soon and will stand behind our product and warranty.

• Initial Complaint

  Date:12/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After researching MasterSpas on sites like BBB, Consumer Affairs, etc. purchased TS240 Hot Tub delivered 11/12/24. The purchase was primarily for medical reasons. The hot tub does not maintain heat. The temp does not stay at the 104 but will drop 4 degrees in less than an hour. Called the sales *** to request service of 11/24/24. Didn't get a response for 3 days. Contacted service ***** on 11/26/24. Sent photos of control panel and thermometer. Had no response from service until 12/6/24. Contacted MasterSpas service **** directly on 11/27/24 and was given the name of a service company in our area. When we contacted that service company they stated they no longer do warranty work for ************************* took 2 weeks and several phone calls and emails to the dealer and MasterSpas directly to get the dealer to attempt to schedule service. Was finally told that MasterSpas would have to authorize the service call. On 12/6/24 service told us that MasterSpas would not authorize the service call but there was a setting we could change that would modify the heat setting but would void the warranty and trip the breaker on a regular basis.We have requested a refund and they pick up the hot tub.We do not want to pay for a product that doesn't work. Filed dispute of charges with the finance company on 12/2/24 (**************). I'm attaching the letter to Synchrony and copies of messages. We have contacted an attorney regarding the Federal Lemon Law.Joined the ******** MasterSpas ************ (requiring serial number) and found page after page of negative comments regarding heat loss. These comments are hidden when you ****** search for reviews.MasterSpas does not back up the product they make and sell. There are other issues with the hot tub - like the location of the control panel that when in the tub is in the water and doesn't respond when wet.

  

  Business Response

  Date: 12/20/2024

  The attached messages appear to be with the independent retailer, not with MasterSpas. However, our support team has had contact with customer and dealer, about spa operation and water losing temp during use.
  
  Based on the contact weve had; the hot tub will heat to temp when covered and not in use. The water temp loss occurs when the cover is removed and the hot tub is in use. We also understand that the hot tub is located outdoors. As temps cool, hot tubs can and will begin to have heat loss during operation due to physics, driving the losses, exceeding heating capabilities. The greater the difference between the water temp and the outside ambient temp, the greater heat loss potential that will occur. In addition,further factors such as wind speed, humidity levels, number of jets and whether jet air controls are open or closed will also contribute to the amount of heat loss. MasterSpas uses heating systems, from major suppliers who supply the industry.
  
  Our support team reviewed normal operation and, based on the details up to this point, does not have any reason to believe that the hot tub is not operating properly. As outside temps drop, hot tubs will potentially lose water temp over time while the cover is removed. If water temps begin to personally feel too cool, the unit would need covered for a period so that it can recover from the heat loss. Once at desired temp again, further use could occur. The rate at which the water cools with the cover removed is completely dependent on factors at site, such as outside temps, wind and etcetera (as mentioned prior). To allow the most efficient heating recovery in cooler temps,it is ideal to close air controls for the jets, turn pumps off and have the cover placed securely on the hot tub. 
  
  MasterSpas customer support team is happy to help answer any further questions or review if there are new problems not reported prior. We can be reached at ************ or ********************************************************************.
  

  Customer Answer

  Date: 12/28/2024

   I am rejecting this response because:

  See attached response
  The response from MasterSpas is not satisfactory.  I still want a refund.
  
  

  
  

  

  Business Response

  Date: 12/31/2024

  We do truly regret seeing frustration and expectations differing from what self-contained hot tub/spas can achieve, under cool/cold climate circumstances. This is not something that is brand specific. Rather, it is physics and factors that any hot tub or body of water faces and can occur with any self-contained hot tub brand. This can also be seen from general web search of the topic. Factors such as water volume, water surface area, water temperature compared to outside temperature, wind speed, humidity levels, number of jets in the hot tub and whether air controls are open/shut will dramatically impact the heat losses that will occur when the cover is removed. If a prior hot tub had a smaller water surface area, differing water volume, less therapeutic jets or etcetera, these factors could relate to variation in the amount of heat loss from one tub to another, if also assuming other conditions remained equal. If the surrounding temperatures and weather conditions cause heat loss in excess of what the heater can counter, the water temperature will begin to drop. How rapidly the water loses temperature would be reliant on overall conditions at site and amount of heat loss that the hot tub water is being subject to.
  
  With the fact that the hot tub does recover and heat to temperature when the cover is closed, this indicates the hot tub/system is operating and heating without problem. We understand that the frustration and concern is that it loses temperature when the cover is removed. This can occur if the unit is installed where conditions are present resulting in heat losses beyond what the heater and electrical system would be able to counter. In these circumstances, it would need covered for some time so that it can recover temperature.

  Customer Answer

  Date: 01/02/2025

   I am rejecting this response because:

  We are not satisfied with the response and want a full refund.  We have purchased a product that does not work properly.  The manufacturer is not honoring the warranty.
  
  The refrigerator stays cold, the dryer dries clothes, the hot water tank stays hot.  The hot tub does not stay hot.  With outside temperature in the 60s and no jets running it does not stay hot.  When you open the door of the refrigerator it stays cold, but open the lid to the hot tub and it does not stay hot.  Makes a lot of sense.
  
  We will no longer rely on the information the Better Business Bureau provides on businesses. The A+ rating given to MasterSpas does not show the hundreds of complaints on this very subject.
  
  

  
  

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I bought a hot tub a few years back to help ease some of my pain from ********************. In June of 2024, we noticed a crack in the shell of our tub. On July 7, 2024, I contacted MasterSpas to let them know about this crack. The company then requested I send pictures of the crack and the platform that the spa was sitting on. As of September 7, 2024, they were still "reviewing" our case. On October 24, 2024 (3 1/2 months after my initial email), I received notice that our new spa would ship. By this time, my husband had passed, I had sold our house and disposed of the spa, as the new owners did not want it. I informed the company of my move and received an email stating "you will want to let the dealer know the address change. You would then be responsible for the swap costs to a different address." I had absolutely no problem paying for the shipping out of pocket and told Master Spas exactly that. Fast forward a few days later and I receive an email stating "without getting the spa back and also confirming it was warranty related upon swapping, we wouldnt be able to swap the spa under warranty." While I understand that the warranty is void with change of ownership or movement of the spa, there was absolutely no discussion in the twenty emails prior to this about having to keep the defective spa until is was inspected. I've come to the conclusion that this company does not stand behind their product or their word. This thought was confirmed when I read the many complaints filed by customers about this company. I am also perplexed as to how Master Spas can maintain an A+ rating, while having pages of complaints. I'm sure the company will reply to my post stating that my warranty was void, but the truth is that Master Spas does not care to rectify their issues despite customers spending thousands of dollars on their product. If this issue would have been handled in a timely manner, the spa would have been replaced in a timely manner.

  

  Business Response

  Date: 11/18/2024

  We have registration of purchase 12/5/21 in ***********, ** through a retailer for the area. As mentioned, the customer contacted us in the past months about a crack in their shell and we worked to review conditions of the spa and install. Most photos were documented in September. The spa was on gravel and there were no photos confirming pad was flat underneath the spa (spa needed moved/tipped, and understood that they were not able to do so on their own). If the pad was not flat underneath the spa, it could result in unwarranted damage such as the crack seen. Master Spas team emailed, 9/18/24, that we were working with their retailer to prep for potential replacement and to inspect their foundation. It did take some time for their retailer to coordinate this (order new spa to be ready, ship and coordinate delivery team visit). In October, the customer reached out about the status of the claim and our team followed up stating their retailer was ready to schedule with them. The customer then made us aware that they had moved and were no longer in ownership of the spa. 

  We do regret the situation and decisions were made by the customer to get rid of their spa, without consulting either Master Spas or their retail dealer prior to doing so. At this time, we do not have confirmation of proper pad/foundation as outlined in the owner's manual (confirming foundation was not the cause of the crack). We also understand that the original purchaser is no longer in ownership of the *** (it was moved, in someone else's possession and possibly disposed of) and unable to provide it for return and replacement (if foundation proven "good"). For these reasons, the customer was advised that we were unable to move forward with completing the warranty claim. For reference, the product manual with written warranty is attached. The Limited Warranty is on pages *****. The manual also outlines recommendations and guidelines, with site preparation and general guidelines found on page 38.

• Initial Complaint

  Date:10/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 08/07/2024 Total cost: $8,019.65 Date received: 09/27/2024 Model: ****************** LE The Hot Tub cover was not received upon delivery. We were told it would be scheduled for delivery within 14 business days. As of today, October 11, 2024, we have not heard from anyone in regards to the delivery of the top. Several calls have been made with no resolution. Master Spa wont even answer the phone when we call. Weve put in several voicemails with no response. The photo included is of the hot tub upon delivery! It was filthy with trash and nasty water in the bottom.

  

  Business Response

  Date: 10/18/2024

  We regret to see the troubles and frustrations, though believe the situation should be resolved at this time. 
  
  Upon receipt of complaint, our corporate office customer support team began follow up and reviewing details surrounding the situation. As contacting retail teams, we learned that the delivery was coordinated through 3rd party retail dealer located in ***********, **. This was due to the customer needing the spa delivered outside of the ************ area, in a different state. From contact with the local dealer who serviced the area, they investigated and reported having complications that occurred during delivery, between hurricane impacts and delivery team mix-up with the cover. They began working to get their team back out to the customer's site to resolve the situation and have reported that this should be resolved. Attached to this reply are photos shared to us, from the dealer, confirming delivery of the cover and overall state of the delivery. 
  
  Our customer support team made further follow up with the customer to confirm that this situation is resolved. The customer reported that they live in ******* and were not currently at the delivery location/site of the spa. Although they were not currently at the home where the unit was delivered, our customer support team was given the impression that this situation should be resolved. 
  
  If the customer needs any further assistance, our customer support team is happy to help. We can be reached at ************** or ********************************************************************. Our office hours are 7A to 5P ET Monday through Thursday and 8A to 12P ET on Fridays. 

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought our spa just under 3 years ago and also bought the extended warranty. We moved last November. Our keypad quit working, which we understand is a common issue. I called about having the keypad replaced and was told that because we moved the warranty was now void (we were not told this when we bought it). So apparently our options were to leave our $13k nearly-new spa at our previous address and spend another $13k on a new one or void our warranty. I kind of wish we had left it so we could use a different company that's not out to cheat people out of money, but there you have it. Our punishment for not wasting $26k is being out the money for the extended warranty and out the money we're going to have to pay to replace a faulty part. They should fix the issue and honor our warranty, especially since we were not notified of this (ridiculous) policy even after we told the salesperson of our intention to move within the next five years.

  

  Business Response

  Date: 07/11/2024

  We do regret to see the frustration as realizing that moving the spa to a new installation location/address voids warranty terms on the product. Many things can happen while moving the product and this condition is clearly stated in the warranty of the product. The product manuals and warranties are available on our website as well as provided within the product from manufacturing, for customers to be able to access and review. From notes about the contact with the customer 7/10, our support and service teams reviewed the warranty terms with the customer and followed up to offer a one-time accommodation to replace their topside control panel. This doesn't appear to be mentioned, in this case. Master Spas remains willing to do so and has service scheduled to provide this customer accommodation. 
  
  A copy of the owner's manual and extended warranty files are included, for reference. 

• Initial Complaint

  Date:07/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Master Spas is refusing to honor their warranty. They sent out a tech and without being able to get the spa up and running he claimed it was an issue with flooding and he is partially correct, it was flooded, but from the inside out not vice versa...the pumps were replaced last year and the tech was inept in his abilities and this is why it flooded. It's a pump that leaks from not being installed correctly. I just want them to honor their warranty and their tech work...The tech in so nolonger employed, why?

  Customer Answer

  Date: 07/08/2024

  **********************;

  

  Business Response

  Date: 07/17/2024

  Master Spas teams received service request from customer 5/22. In the message, it was indicated that they were opening the swim spa for the first time in several months, found water level down and both of the electrical supply breakers were tripping. As service made it to site, the tech saw indications (throughout the pit and within the swim spa equipment area) that water must have backed up and accumulated/flooded within the pit and swim spa. The tech saw many of the electrical equipment components with physical signs of water damage. Such damages, from water accumulating and flooding the equipment within the swim spa, are not warranty-related defects or failures of the product. Recessed installation must consider drainage means capable of handling various factors, such as but not limited to, rainfall, how buildings or grounds around the installation shed water, water runoff from use (swimming, splashing, users getting in and out and etc), draining of the swim spa and maintenance of the equipment within the swim spa. We couldn't begin to speculate as to the exact reason for the drainage failure, but it appears clear that the drainage system allowed water to accumulate and backup resulting in equipment damage. Master Spas provides site preparation, guidelines and considerations within our product owner's manuals. Within this information, found on pages ***** of the the included manual; Master Spas gives suggestions and critical considerations, specifically on drainage and ensuring water does not accumulate and buildup within the swim spa cabinet and equipment area. Upon seeing the conditions, our service tech reviewed that replacing the necessary, damaged components would be billable service. They did not receive approval, at the time, to proceed with replacing the components. 
  
  Master Spas remains willing to offer services to repair the swim spa and will offer an accommodation to discount the parts/components, needing replaced, by 20% of normal pricing.

  Customer Answer

  Date: 08/05/2024

  I am willing to work with Masters Spas, but $3700 is a lot when you have a warranty.
  
  They can reach out to me with a more reasonable offer.
  
  ******************;
  ************ 
  
  
  
  Sent from my ******** ******* Galaxy smartphone
  

  

  Business Response

  Date: 08/08/2024

  Our manufacturer warranty, for the swim spa, covers defects in material and/or workmanship of the product itself and components within. It is not an insurance policy and does not cover losses / damages as a result of external factors such as site installation conditions that allowed the swim spa, and its internal components, to be exposed to flooding that resulted in damage. The damage that has occurred, resulting in most, if not all, electrical components being inoperable, is not related to the swim spa warranty coverage. A copy of the product manual, with written warranty, is included for reference. Installation recommendations and guidelines can be seen on pages ***** and warranty terms on pages 107-110.
  
  Although this situation is unrelated to product warranty, Master Spas offered an accommodation to discount the parts that are needed to get the swim spa back into operation for the customer.  

• Initial Complaint

  Date:07/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased this spa in September of 2023 and was delivery the end of November. In April of 2024 we could no longer run the spa. It would trip the breaker after running a very short time. A technician came out on July 1***** and replace the heater saying there was a small pin hole in it and that was causing the unit to over heat. We then tried to run it that evening (July 1 *****) it did the same thing after a very short time running. Keeps tripping the breaker.

  

  Business Response

  Date: 07/11/2024

  We regret to see the situation and problem with the **** breaker tripping. Our support team does have registration record, showing delivery of TS 8.25 model spa 11/10/2023. Unfortunately, we did not appear to have any contact or awareness of the problem and continued problem. As reaching out to the local retailer, that the spa was purchased through; they seemed unaware of the ongoing problem but did confirm that they had service out 7/1. They reported that service had replaced the heater (as mentioned in this case). At that point, their tech reported that the breaker was holding, and the spa was operating normally before leaving site. Both the dealer and Master Spas want to help resolve the situation, and we understand that the dealer has followed up to schedule service. **** tripping could relate to potentially component problem within the spa or external supply wiring. They reported that they've scheduled service for 7/12, so that this can be troubleshot further. Both the retailer and us look forward to helping find root cause and resolution.
  
  
  The retailer or Master Spas customer support team are more than willing to help. If there are any troubles with contacting the local retailer, Master Spas customer support team can be reached at ************** or ******************************************* Our support team will be following up with the dealer and customer further, once service makes it to site to inspect and troubleshoot the situation further. 

• Initial Complaint

  Date:03/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 24 2023 my hot tub was delivered to my house. I noticed right away there were two by four boards cracked and damaged. I asked and they said it was just for the panels to attach together. There was no instructions just read the warranty and instructions on filing and adjusting the water in hot tub. They left a box that was full of chemicals and said to follow those instructions. So from the start I was confused on why we were not educated on maintenance and warranty information. We were told at the distributor that it had a full warranty and they were the best hot tubs out. So immediately I seen that the panels were not on correctly the electrician only took off the panel that had the control panel on that side. I can not remember were the wood was broken at. The plastic panels started coming off on 2 sides. The company sent out technician and fixed the problem. I was not there when they came. A few weeks go by the other panel started coming off. They sent another technician out and they replaced the screws again. Monday I noticed the panels coming off again I also forgot to mention the cover to hot tub started ripping on the seam of the inside. I had sent pictures to technician and they were going to forward the warranty to manufacture. The manufacturer said the cover was not covered under warranty. So from the start the panels showed a manufacturer issue and I looked past the cosmetic issues. When the cover was rejected they said from not properly opening up hot tub this is when I decided to file the complaint. I'm worried that the warranty will not be honored with the parts and electrical components in hot tub. If you could please look into this situation do you can understand what we are supposed to do. The hot tub cost ***** a 250 cover that protects the hot tub should hold up better than 7 months. The seams are clearly ripped if they would have put 2 handles on each side it would not rip at the seams. I know it's a bad design and needs no be amended.

  

  Business Response

  Date: 03/25/2024

  Master Spas has registration of ownership of a TS 8.2 starting 7/24/2023. From records here at the factory,Master Spas does not appear to have contact prior to March 2024 and much of the communications, about the purchase and conditions at the time of delivery, may have occurred through the local dealer which is an independent retail business.Our support team has record of contact discussing problems with the spa cover and the hot tub cabinet as of March 2024, which is ongoing. From the details seen, we had initially reviewed warranty terms for the products involved and requested photos to review further. We received photos, from the customer,showing a rip/tear that has occurred to the cover. Although this appeared to be damage unrelated to warranty, our customer support team has noted offering accommodation for a replacement cover skin to be sent to the customer. With regards to the cabinet of the hot tub; our team also contacted the local retail dealer to review and have their service team assist. We received report that service was reaching out to help resolve concerns with the cabinet.
  
  For any additional assistance with the product, Master Spas customer support team is here to help and can be reached at ************ or *******************************************