Complaints

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

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  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:06/12/2023

  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.

  1.June: Electrical Problems, Wrong wiring, wrong installation, GFI missing, not installed correctly, tubing separating, exposed wiring. Does not pass ********* Inspection, NOT Safe 2.August 31, 2022; After 3 months of no cover to retain heat causing huge electric bills, I finally receive swim spa cover from **** **************** ************ 3.August 31, 2022: Control panel had burned out and had to be replaced by the technician ****.4.November 2, 2022: took 3 months for the Electrical ******************* ************ to completed repairs required by ********* Inspectors.5.November 3, 2022: Because I could not run the swim spa I finally had to drain, wash and refill Swim spa 6.November 28, 2022: Reported Walls are buckling and have opened and water leaking 7.December 7, 2022: The technician ******************, came to repair and was told these swim spa have a flaw it is design by manufacturer. He said the walls cannot withstand the ********** heat and the return filter encasement is flawed and for the past 2 weeks he has been repairing Swim spas with the same problems.12. May 19, 2023 Notified Bullfrong HotTubs and Swim Spas of *******, ** walls are again Buckling and coming off. 13. June 6, 2023 I called Jenn because of no response from May 19, 2023 Notification. She told me I would have to pay for services because masters Swim Spa will not refund the costs.

  

  Business Response

  Date: 06/21/2023

  We regret to see the frustrations and that the overall experience reviewed here, with getting their swim spa up and running, has not been very positive. Since receiving this case, Master Spas customer support team has made follow up with product owner and the retailer/dealer involved in the sale and delivery of the swim spa. From the follow up made, we are in the understanding that the only current problem and potential warranty related point remaining, with the swim spa, involves the skirt cabinet. Our team has been in touch with the dealer and working to get parts on order and in motion to be sent out to resolve the claim made with the cabinet. The various points made about the home/supply electrical being wired wrong and items not being fulfilled when delivered would need to be reviewed and addressed with the 3rd party entities that these transactions relate with (the electrician hired or the retail dealer). Master Spas manufactured the swim spa itself. The item(s) included with the purchase made, fulfillment of the purchased items and any recommended local contractors (such as electricians) would have been transactions with the retailer/dealer and not Master Spas. If the unit was mis-wired and/or the wiring is not meeting local codes, and a licensed electrician was hired by the customer to install the wiring; the owner should contact and review this with the company they hired to wire the unit. Improper wiring can be unsafe, could cause damage to the product and we must recommend that they make sure the unit is properly wired for safe and proper operation. 

  Our customer support team is happy to continue to help with this or other inquiries that the customer may have regarding their swim spa. We can be reached at ************** or ******************************************* Our hours of operation are Monday through Thursday from 7A to 5P EST and Friday from 8A to 12P EST. 

• Initial Complaint

  Date:05/04/2023

  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.

  I purchased a Challenger 19D MasterSpa through ********************* in **** in 2022, and it was delivered Jan 26, 2023. We did not fill it until March 27 due to hooking up electric/etc. However, since the first fill, its leaked. Service technicians came out on March 29 to look at the issue and said it was overfilled which caused the leak and it would be fine once the water level went down. Thats possible, however, we filled it to the fill line in the tub if it was overfilled, this line was incorrectly placed during manufacturing. Since the first leak, it has not stopped leaking so Im dont believe the malfunction is due to an overfill. Our garage has had puddles in it that continue to expand as the pool water level continues to get lower... which again does not point to the spa being overfilled as a cause. Ive sent images, per LeisureTimes request, April 13, and have yet to have anyone contact me for repairs. They simply say they are following the MasterSpa warranty process. At this point, the standing water is likely causing damage to my new home.Beyond the leaking, 2 parts have broken and 1 part has come off in the swimspa. Because of all of these issues, I'm not able to use the product (at this point, the water is too low yet I don't want to refill it in case it causes more damage) and also not able to fix the product. Overall, Ive found this to be completely unsatisfactory service and quality for an exorbitantly expensive product, and no longer wish to have my capital tied up in it.

  

  Business Response

  Date: 05/12/2023

  Master Spas has registration of ownership. We regret to see frustrations here and do want to see things resolved so the customer can get to using and enjoying their swim spa. Since receiving this case, our support team has made attempts to call and review with customer and has been in touch with the local dealer involved, who had sold,delivered and has been helping service. Both the dealer and Master Spas want to help and bring this to closure. We understand that the dealer has resolved several points with the customer but there is still leak report that needs resolved.Master Spas will be standing behind the written warranty on the product, in which we will work through the dealer to help support them in servicing and resolving any problems that *** be present. From communications with the dealer, they have indicated they have parts in hand at this time and are looking to reach out to schedule service (pending customer availability, theyre hoping to get out early next week). In our discussion with the dealer, we understand a suction assembly appears to possibly have been accidentally damaged and front face/screen broken off at some point since delivery. In discussions with the dealer, this is likely point of leaking. They will also be inspecting the unit further to try to be sure they can address any existing problems. The suction incurring damage (stepped on, impacted or such) would not be warranty related, but the dealer and Master Spas are looking to offer some accommodations to resolve this for the customer on this occasion. With regards to water presence and concerns for damage, Master Spas installation recommendations and guidelines state that installation sites should consider proper materials and drainage to handle regular presence of water and high humidity which will occur (from normally use getting in/out, splashing from swimming/exercise, potentially equipment service / maintenance needs and etc). We regret to hear that the site *** not have been planned to be the most suitable and would have to recommend review of installation recommendations and potential updates to the site to better suit the conditions that will occur with the presence of a spa, swim spa or pool type product. A copy of the owners manual is being included for reference. The siter recommendations and guidelines can be seen on pages ***** and warranty terms on pages 137-140.
  
  Master Spas and the dealer are working to follow up and do want to help bring closure to the current situation and the dealer will be reaching out to schedule service. We will work together to resolve any valid, warranty related situations with the product per the warranty terms. Master Spas Customer Support team can be reached at ************ or ***************************************************** hours are Monday through Thursday from 7A-5P EST and Fridays from 8A-12P EST. 

• Initial Complaint

  Date:04/24/2023

  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.

   I am rejecting this response because:
  
  

  Dear Master Spas,
  
  I appreciate your response and clarification regarding the warranty terms of your products. However, I believe that my concerns and frustrations were not sufficiently addressed in your reply.
  
  In your response, you've again highlighted that the breakage of the foam core inserts was a result of the load exerted on them, in this case from snowfall. You also mentioned that the warranties from various manufacturers, including Master Spas, do not cover damage to these inserts due to weight exerted on the cover. However, as I previously mentioned in my initial complaint, I made sure to consistently remove snow from the top of the cover each time it snowed, which was often during the harsh winter in ******. Therefore, the argument of snow load damage seems to sidestep the issue at hand.
  
  As you are likely aware, ******, and much of *******, can be subject to heavy snowfall. When selling a premium swim spa to customers in this region, it is reasonable to assume that the product will be exposed to these weather conditions. As such, it is highly disappointing to find out after the fact that your products may not be equipped to handle such conditions. It appears that either the products need to be improved to withstand local weather, or clear and transparent advice needs to be given to potential customers about the product's limitations and the potential for additional costs in the form of replacement parts.
  
  The fact that I invested over $50,000 in a swim spa from a reputed brand like Master Spas, only to have the warranty claim rejected within six months due to a situation that could have been foreseen and prevented, is understandably frustrating. I would hope that Master Spas values customer satisfaction and product quality to the extent that it is willing to rectify this situation.
  
  I kindly request you to review my case again with the understanding that I have been diligent in maintaining the product in challenging weather conditions. Your reconsideration would be greatly appreciated and would go a long way in restoring my trust in your brand.
  
  Thank you for your attention to this matter.

  
  to withstand. I urge Master Spa to reconsider their decision and honor their warranty. As a customer, I expected better from a company with such a reputation, and I hope they will rectify this situation and restore my trust in their products and services.

  

  Business Response

  Date: 05/02/2023

  Master Spas does have record of ownership of a Trainer 18D model as of 10/21/2022. Our support team also has notes of contact regarding the cover and damage that occurred to it. We regret to see this damage happened. From the photos received, as reviewing the situation; the foam core inserts were snapped/broke which would have been a result of load exerted on them to cause such. If snow load (or any ************** or person) occurred, weight/load exerted can result in damage to the cover and break the inserts. Snow, as example, could vary greatly in weight as it accumulates and cause damage. It can even cause home or building roofs to collapse. Throughout the years, weve worked with many cover manufacturers and have also made our own covers. With the various manufacturers, including ours; the warranties would not cover broken, damaged inserts, which would be a result of load occurring to the top of the cover. If heavy snow accumulation was occurring, the cover manufacturers and Master Spas would recommend that it be regularly removed from the top of the cover. If the outer skin is undamaged, it is possible to obtain just inserts verse purchasing a full cover. The local dealer/retailer can assist with quoting and supplying either replacement foam inserts or a replacement cover for the swim spa.

  

  Business Response

  Date: 06/28/2023

  The damaged, physically broken foam core would simply not be warranty related and not covered by the cover manufacturer warranty or Master Spas. These foam core, folding, insulating safety covers have been a standard product used in the industry for decades, by Master Spas,retailers selling our product and the many other hot tub and swim spa manufacturers and retailers in the industry. These types of covers, used in the industry, have been distributed and sold successfully in northern, cold climate areas of both the US and ****** for many years. Having the foam core snap/break in such a manner simply suggests some sort of accidental damage occurred, whether that be someone accidentally falling into the cover, heavy object being placed on or falling on the cover, excessive snow accumulation or etc. We do regret to see some sort of accidental damage occurred to the customer's cover. The local retailer, where the cover and swim spa were purchased, can work with the customer regarding potential replacement inserts or new cover options. As an accommodation for this occasion, Master Spas will reach out to the customer's retailer to offer them a discount that they could pass along to the customer for purchase of either replacement inserts or new, full cover. 

  Customer Answer

  Date: 06/29/2023

  
  I appreciate your response and your offer to provide a discount for the purchase of either replacement inserts or a new full cover. However, after reflecting upon this situation, I find myself not satisfied with the proposed resolution.
  It is disheartening to have the damage to the foam core labeled as accidental, suggesting some form of neglect or misuse on my part. I have diligently maintained the swim spa and cover, ensuring that snow was regularly cleared to prevent undue stress. Despite these efforts, the cover did not endure the rigors of our ******** winter, thus suggesting a significant product limitation.
  I've noticed similar complaints regarding Master Spas' cover warranty issues in various ******** groups. It seems my experience is not an isolated incident, which brings into question the overall durability and design of these covers for use in harsher climates.
  Upon purchase of the Trainer 18D model, I assumed that a product of its caliber, originating from a reputed company like Master Spas, would be built to withstand local weather conditions. Regrettably, my experience suggests otherwise, and I find myself dealing with an inherent product limitation that was not transparently communicated at the point of purchase.
  Moreover, I received the cover in a packaged box, which opens up another avenue of concern. Could it be possible that the product was damaged during transit or handling, or could it have been a one-off defective item? Without a physical inspection at the point of purchase, it's challenging for customers to discern the condition of the cover upon delivery.
  In light of these concerns, I have decided to decline your offer and require no further action from Master Spas. My course of action will include exploring alternative cover options that are proven to endure ******** winter conditions.
  Moving forward, I would suggest Master Spas to consider several potential improvements. A thorough review of product durability, particularly for areas with harsher climates, would be beneficial. Additionally, improving your packaging and delivery process to ensure products are not damaged in transit, and implementing a robust quality check mechanism to detect and weed out defective items, could go a long way in preventing such incidents.
  Lastly, I recommend greater transparency about product limitations and warranty terms during the sales process, to set correct expectations for potential customers.
  I appreciate your attention to this matter and hope my experience will contribute to an overall improvement in your product and services.
  
  
  

• Initial Complaint

  Date:03/27/2023

  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.

  My wife and I purchased the Legend 7 model from a sale that was occurring at the ********************************* in **********, ******* on 10-22-2022. The sales person was *****************************. ** the sales contract we signed, we were supposed to get along with the spa, a cover lift, the spa steps, a chemical kit, and the safety rail. We scheduled for a ***** delivery date to have time to get the concrete pad and electrical connection setup. It arrived on time and was setup with the steps, lift and starter chemical kit, but our packing list showed that the *********** II Stainless Steel part was on back order and we never received an owners manual. We have been using the tub since then, which works great by the way, but are quite frustrated that we have called them 6 times in the past 3 months and all we are told is "There are many clients that on back order for the safety rail, but we are supposed to be getting a shipment in the next week or two and will notify you when we get yours in". My wife has some balance issues with her feet and we are *********************************************************************** and out of the tub safely. I feel like I keep getting the run-around, especially when I look at Master Spas Parts online and see that they have that model available and it is marked as "in-stock" SKU: STRII-SS for $361. They also have an equivalent one from Amazon for about $120, but since I have already paid them for the item I feel that they should either deliver the product or offer to refund the cost of the item so I can buy it elsewhere. My other alternative is to contact my credit card company and direct them to withhold that amount for not delivering what was promised. At this point we are very frustrated, especially with their response or rather lack of response to our complaints. I think their product is exceptional, but at this point would not recommend one due to the very poor customer support.

  

  Business Response

  Date: 03/30/2023

  We do regret that this individual spa accessory wound up in a backordered state when the spa delivered, and that we've been out of stock for some time. As reviewing with the *************** retail team, shipment has just been received and they will be reaching out to the handful of customers that have been waiting for these accessories. With regards to the mention of online sites, these are not Master Spas online commerce sites, but are independent retail businesses.

  
  We, again,regret that these have been a struggle for us to receive. But, looks like we now have them and will be working to fulfill and resolve this with the customer. 

• Initial Complaint

  Date:02/22/2023

  Type:Customer Service 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.

  I purchased a hot tub through Hot Tub and Swim spa sale. *****************, . ************. This was at an event site. I had wait over 12 weeks to get the tub. I paid an electrician over $500 to hook it up, I went to put the filters in and you can not s**** them in because there is glue slopped down in the Openings. I contacted the place I purchased they referred me to master spas, as they said they couldn't help me. Master spas has contacted a local company to try and repair. I have made several phone calls and they still have not got me appt to come out. If they can get the glue out, without damage then I would be ok, as long as they extend the warranty and they do it immediately, The filters will be taken out at least monthly for cleaning. If they have to cut out insulation and piping then I have a refurbished tub, at new price, that is not acceptable. AS for right now I just need something done, master spas told me they test with a filter in place, every hot tub. This tub was either tested without filters which they could have gotten stuff inside, or it wasn't tested at all. I told them that it was impossible they had filters in, because there is no way they will screw in. The hot tub was delivered on Feb 6th. This hot tub was purchased for medical reasons, and I still don't have a usable hot tub. At this point refund my money plus the cost to hook up and pick the tub up, since I am not getting anywhere with the service people, they don't know when they can be in the area, its only an hour drive. I have a product that I can not even use, with no time in sight to get it even looked at. They keep saying they will call me, I have called them 3 times.

  

  Business Response

  Date: 03/06/2023

  We regret to see the frustration and that it did take some time, between their contact with the retailer and **. Master Spas customer support team has been working on the situation and were able to locate a service technician to schedule getting out to the spa. We received recent follow up from the service contact at the end of last week. They reported that they made it to site Wednesday 3/1 and that the service went well to resolve the problem reported. 

  If there are any further questions or concerns, Master Spas customer support team can be reached at ************** or ****************************************** from 7A to 5P EST Monday through Thursday and 8A to 12P EST on Fridays. 

• Initial Complaint

  Date:02/16/2023

  Type:Customer Service 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.

  Hot tub has leaked since delivery, company wont call me back about getting this issue resolved . I have called several times and left messages as no one answered my call during business hours . I had previously called and spoke with someone who had said he would call me back with information for the service technician in my area who could provide the repairs . Never received a call back or a response via email also . Im worried our warranty will run out of time as we have not been able to get a response from master spa .

  

  Business Response

  Date: 02/23/2023

  We regret to see that this is still outstanding and fell off the radar somehow between us and service center. Unfortunately, we do not see unanswered contact into our support team (wondering if calling us or possibly the retailer) but are concerned with seeing the message from BBB indicating that service didn't complete as we expected. Our support team has made follow up with both 3rd party service center and customer. Service reported making it to site to inspect, provided details of what they found and we have assisted in getting necessary parts headed out to the service center.Tracking details show estimated delivery of tomorrow 2/24, at which time the service center will review and confirm and confirm all is received successfully. Once they confirm having everything they need, they would look to schedule completing the necessary work. Our customer support team will continue to follow up to check on status until we receive confirmation that this is resolved with the customer. 

  ******************** Customer Support team can be reached at ************** or ***************************************************** hours are Monday through Thursday from 7A-5P EST and Fridays from 8A-12P EST. 

• Initial Complaint

  Date:11/30/2022

  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.

  I purchased a MasterSpa *** *** from The *** *** Store in *********, ** on 12/5/2020 for $22,995. The *** *** came with a cover that is supposed to be under warranty for 2 years. I was told it would be replaced if there was a manufacturer's defect. The stitching on the lid is tearing, it collects water, sags, and the metal reinforcement plate is cracked in half. I have been attempting to get my cover fixed since September of this year. Not once have they sent anyone out to look at it. They ask for pictures and then tell me they're working on it. Every time I ask for an update I'm told they are working on it and waiting for the factory to get back to them. Today 11/29/22, I was told my cover was no longer under warranty but they would see what they could do. Even though my *** *** wasn't installed until 12/16/20 and my 2 years have not passed. I feel that this business is trying to delay until I'm truly out of warranty so they don't have to fix this issue.

  

  Business Response

  Date: 12/08/2022

  We regret to see the situation that has developed with the cover. Master Spas support team has recent notes about contact as well. The cover insert, shown in photos, were covered by a 1 year manufacturer warranty which has been expired. Master Spas doesnt appear to have received claim, with supporting photos (showing a potential and valid warranty claim), within the 1 year warranty coverage for the foam inserts of the cover.Seeing the metal "C channel" beam bent would indicate excessive load of some nature occurring to cause such damage. Although the cover inserts are outside of the 1 year warranty term, our support team has communicated with the customer and retailer and are offering some accommodation for this occasion. 

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   I am rejecting this response because:
  I hired an extremely reliable electrician company to wire the house with the proper wiring for the Hot tub.  It is unknown when it became wired in the wrong spot. If it was wired in the wrong spot on day one the hot tub pumps would not have run. I have electricians that will attest to that. The hot tub ran except one pump until the local tech came Out and switched boards. The boards sent out were proven to be defective from the factory. It was proven by using my electric meter, by the tech, with instruction with a tech from ****************. 

  On this last trip out a new pump was sent out also. The pump was replaced. The local tech stated he thought the pump was the problem all along. Now I have 2 speeds on the jets. I have never had 2 speeds on the jets. I want a refund of the money Southeast Spas *********************** made me Pay for labor. $507.18. ************ has been very rude to me. I feel like he took advance of me because Im an elderly widow. My husband was a Veteran of over 20 years and taught me to stand up for myself. They also havent paid the local tech. He was all h*** bent on getting money from me for the labor but has not paid his tech in 7 weeks. Very Shady. Please refund my $507.18 

  Pumps are covered under the warranty. That is why the tech had to keep coming out bc the pump was bad and they keep sending bad circuit boards and top side components. 

  I think the tech should have checked that out first. The electrical company testifies it was right when they hooked it up or it wouldnt have ran at all. Now *********************** wants money from me before he will send out parts. I talked to the manufacturer and they told me they had sent out a bad batch of circuit boards and they can send more good ones but Southeast spas will not communicate with the manufacturer or the head office of Master spas. *********************** wants money he hasnt said how much but at least $750. The hot tub is under warranty. I need a topside unit, sticker, a circuit board and I dont know if that will fix it. Master spas is not fixing my hot tub per warranty. It is currently a bucket of water and its 20 degrees out. I need help getting them To send the parts and fixing my 10 grand hot tub. Please help.

  

  Business Response

  Date: 11/30/2022

  We hate to see the frustrations and understand the desire to simply be using and enjoying the spa. Master Spas customer support team was contacted and brought in to help troubleshoot after the dealer had service out a couple times. We are aware of the troubles the customer has had and we are continuing to follow up with their spa dealer, the spa service technician and the customer. After initial visits, the tech believed there was a potential power or wiring problem (due to new control board and topside also not functioning properly when connected). Another trip was made by the service tech due to receiving information that the electrician stated the wiring was OK.Frustratingly for all, this was not the case. This is when the tech opened up the **** cover and found the white, neutral conductor was installed in to one of the hot line terminals and one of the hot lines placed where the load neutral should have been installed. The tech took photo of this (including here). This wiring problem would indeed cause problems and prevent proper operation of the spa control system and pumps (240V components only receiving 120V which could result in components not operating at all, operating unpredictably or possibly being compromised). Though the wiring seemed to have been installed improperly (supply wiring installation would be planned and coordinate by the spa owner and we recommend that wiring should be installed by a licensed electrician); our customer support team, dealer and service tech are continuing to work with customer to try to reasonably accommodate for some of the service involved and, ultimately, are working get the customers spa running for them. After the most recent site visit and reports that the currently installed topside and control board not functioning properly, though power/wiring are believed to have been corrected; our customer support team powered up a new pack and topside inhouse and have shipped these tested components to be installed in the customers spa so that we can all be confident these pieces operate properly (when properly powered).
  
  From follow up today with the service tech involved, we confirmed that he installed the tested control pack and topside this afternoon.While on the phone with tech at site, he did power it up to confirm the system started up normally, the lights turned on and the pumps kicked on and off as they should.

  

  Business Response

  Date: 12/15/2022

  The details and service came through the 3rd party service technician and the retailer. The service outlined and documented photo of the neutral and line1 black hot being installed incorrectly. Theses were the service charges that Master Spas would not consider covering through warranty to the retailer who had service visit the site. We do regret the frustration seen. From the additional comments made about the retailer, we made further follow up with them to review. In the end, Master Spas and the retailer, Southeast Spas, are looking to offer further accommodations in hopes of resolving this. The retailer should be looking to follow up with the customer regarding accommodations to refund charges made with them. 

  Customer Answer

  Date: 12/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

  I will except a full refund from ********* spas. I have not heard from them yet. 

• Initial Complaint

  Date:11/14/2022

  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.

  they refused to give us a recpt or any paperwork at all. kept hearing, 'oh forgot, printer broke..etc" never emailed despite the many requests you see to **** and master spa in link. here is warranty they offer online.   https://michaelphelpsswimspa.com/documents/2018-**-swim-spa-warranty.pdfes lopsided, doesnt cover all the way, fills with water so bad that it finally snapped off when lifting up and I got badly injured again. The cover does not stay clean and is not resistant to mold as promised. We have bought a lot of products for spa and cover. The filters are a joke. We clean once a week and have no trees, grass, kids, or dirt and always go in showered with no lotion. We were told we would spend 300 a year on chemicals. Another huge lie. The rowers broke 3 times.We are moving this horrible liability is going to mess up the sale of the house. We wanted our money back from the first week as we emailed you and ****. Since nothing happened but more problems,

  

  Business Response

  Date: 11/22/2022

  Master Spas does have record of ownership received, showing customer purchase/delivery occurring 11/15/2018. Were sorry to see the frustrations the customer has with the retailer where the purchase was made and some concerns and problems that need answered with the product. Our support team has recent contact and we are working to follow up to help get service arranged to be able to confirm any current, potential warranty related problems that *** exist. Prior, we appear to have minimal details as to problems or unresolved issues. We do see claim where diverter cap had been replaced due to it failing and causing water to leak out of the swim spa. Along side with looking to get service out to site, we will be looking to review things from product operation and care to help as much as we can with normal operation and use expectations. Based on comments within the complaint and video shared with our customer support team recently, we do have some concerns with operation that *** relate to some of the customers frustrations and want to do what we can to walk though best practices. Although we cannot speak for what *** or *** not have been commented leading up to purchase, we can definitely help review normal operation and recommended maintenance. Part of the information shared showed what appears to be a leak at the filter housing which is what we will be working to get a 2nd service contact to site to inspect and work towards repair to resolve this potential warranty related problem. Master Spas customer support team will continue to follow up and stand behind the written warranty we provide for the swim spa.

  Customer Answer

  Date: 11/23/2022

   I am rejecting this response because:
  
  as stated from get go, this needs to be refunded and a 5 cause of action lawsuit and arbitration is being filed. as stated the spa fixers were rude, left it unfinished with moldy wood, flaked  ,came at wrong time, made it worse and costed us a lot of time, missed work, money and frustration they were the ones who put me in this situation. why on earth do you think im going down that route again? they are named in suit. the only resolution is full refund as stated in writing very shortly after it was up and running, send my purchase records, and pay for damage to structure, loss of use, any more legal fees, personal injury, and more. you say you dont have details but that is because you ignored the letter sent to **************** and your board. you said you saw the links. that is more than enough evidence. we have a complete ****** of spa fixers entire last visit and all correspondence and this will be admitted in court.

  

  Business Response

  Date: 11/30/2022

  We regret to see the frustrations here and do want to help review what current problems *** be present. Unfortunately, it doesn't appear there has been history in about a year, until contact 10/19. We have a service contact out of ***********, ** (this is a different service contact from the retailer and service out prior) that we were coordinating to have schedule service to inspect the swim spa and help resolve any verified warranty related problem that *** currently be present. Some things mentioned, like the diverter cap or jet inserts popping out, appear to be things that the dealer/service had resolved and claimed. However, we do want to know and confirm any current, potential problems that *** need addressed through the written warranty as well as review any operational questions. There are some points that appears to be normal operation, such as pump 1 will indeed run low speed if pump 2 is operated (this is ************ control behavior and the pump 1 would be operating low speed to monitor temperature). This would explain the additional swim jets operating automatically when the second pump was running.
  The main spa equipment (heater, control board,control panel and pumps) along with the plumbing are still within warranty to the customer until 11/15/2023. We hope that the customer will allow service to be scheduled to review/inspect the swim spa so that we can confirm any potential warranty related issues that need addressed and resolved. 

  Customer Answer

  Date: 12/08/2022

   I am rejecting this response because:
  Here is all the evidence everyone has been supplied with since it was deilvered 12 /18 that company denies and is lying about. Go here. yes, there are 96 pages and a ton of videos and pictures. pursuing civil and criminal charges. this link is being updated daily. ************************************************************************************************

   

  There is more to add, the summons, causes of cations but bbb is limited. *** you owe is still being processed, as you witheld my purchase docs and that is being dealt with by DA.

• Initial Complaint

  Date:11/14/2022

  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.

   I am rejecting this response because: Master Spa promise to call me on 11/10/2022 and finally called me on 11/11/2022 and promise that the new panels were being cut and Master Spa will have them installed in two weeks. Today 11/23/2022 Master Spa called and said they are expecting to have the panels and all the problems resolved next week. At this time the problems are not resolved and I do believe Master Spa will continue to resolve the problems but nothing at all but just phone calls and text has happen so far. We are still waiting and Master Spa did confirm today they will not have the problems corrected by this Friday as was ordinally promised. The new ETA date was sometime middle of next week. All issues are still not resolved.
  
  
  r Spas. I paid my spa in full, 100%, $44,341.80, and no one showed me how to operate the spa or gave me my written warranties or manuals. I have to complete my decking installation (around the swim spa) to use my spa & need help from the BBB to have Master Spas complete the issues for me to use my Swim Spa. Also, when the delivery employees left my house and at the closest red light, you could see where they had their legs hanging out of the windowsacting like clowns. The delivery company crew is a bunch of grown men acting like clownsa very poor representative of Master Spas. My suggested resolution is to deliver & complete what was part of the contract.

  

  Business Response

  Date: 11/22/2022

  We regret to see the negative experience outlined and problems reported during delivery 11/10/2022. From follow up and review with the retail team managing this in *****, we understand that the problems were made known during delivery process. The Master Spas team was contacted and worked with the 3rd party delivery team on addressing what they could while at site during delivery. The retail team in ***** is working to get the Espresso cabinet for the customer. We regret that something was unfortunately mixed up in that the paperwork used to order the swim spa did not have the Espresso marked, as the customers final copy had. Our teams are working on resolving this and will be coordinating the swap of these cabinet panels as soon as they are able. These large panel pieces are being coordinated to ship on a truckload to ***** and will be scheduled with a local service contact when received. The swim spa delivered does indicate to have been built with features such as floor mats, LED lighting, waterfall, our EcoPur filters, ozone, H2X rowing equipment, WiFi and stereo. The exercise equipment would be supplied (as reviewed in our owners manuals as well as typically a label on the shell), and secured inside the swim spa cabinet for customers to access when they have their electrician install wiring to the swim spa. The ***** retail team is looking to have the package pulled out and given to the customer when the external cabinet swap occurs. Our team will be reaching out to work out option regarding the swimtether accessory commented on the customers purchase. Unfortunately, this is not an accessory MP Swim Spas models are built to be compatible with (these are our highest performing swim flow systems and not one of the slower exercise grade units that a swim tether is typically useful and necessary). Our sales team will be following up as this is something that we do need to work on a reasonable and satisfactory resolution regarding. The retail team in ***** will continue to follow up and work to resolve this matter with the customer.
  
  We do want to make this right and will continue to work to do so.

  

  Business Response

  Date: 12/06/2022

  Our ******* is continuing to work on resolving this. The cabinet kit had shipped last week on a truckload and is reported to have arrived over the weekend. The team reported having followed up with customer and looks like the service to swap the cabinet is being coordinated through the local service center for Friday 12/9. The team is reporting that they are still awaiting decision and follow up from the customer regarding the swimtether accessory discussion. Our team in TX is working to resolve this and we hope to see this coming to conclusion soon. 

  Customer Answer

  Date: 12/09/2022

   I am rejecting this response because:

  Since I filed the complaint Master Spa has promised the panels was being delivery with in 2 weeks and that 2 weeks has come and past and now scheduled to come to swap out the panels tomorrow. There are many items that I have not check out to see if we received and I cant because the Swim Spa is not completely set up. on November 30 at 2:31 pm I received phone call from ***** from Master Spa saying that Tether is not made to work with my model. He also said the electrical connection was located on the exterior of the panel and that is incorrect. So I am so confused what is what. I am sure after Master Spa tomorrow I will be able to get better understanding and hopeful soon we can start using our Swim Spa. I have not been able to check off anything that is listed on my contract & hoping to have better news to report soon. At this time the problem is not corrected.
  
  

  
  

  

  Business Response

  Date: 01/05/2023

  Our teams have reported having continued correspondence. The skirt cabinet swap was completed, the exercise equipment was delivered and believe the final accessory in question original sale is the swim tether. The ** team has reported that we're waiting on decision from customer. Unfortunately, this accessory simply does not apply to the model that was ultimately sold. We understand that the initial discussions were involving a jetted swim spa model and then developed in to the top MP Swim Spa model with our strongest propulsion system. These models simply aren't intended for potential use of this swim tether accessory and unfortunately should have been realized and discussed at the time of sale. Our ** retail team had offered the retail value of this accessory to be refunded but are awaiting decision on this from the customer. As the unit was started up, we understand there are a couple additional concerns reported and the teams are coordinating with the service center for tech visit to help review and resolve. We are in process of expediting some items to them to help allow service to be prepared if repair is necessary. 

  Our ** retail and service teams are continuing to work with the customer to resolve the situation.