Master Pool & Spa Corp

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

Master Pool and Spa Re: *** *** 2/8/ Ms*** purchased an LSX from our company and had it delivered to her site on December 23rd The spa was delivered days later! On 12/29/we delivered her spa to their home, hours away (not an issue)I do agree with the customer
that she was told we could get it to her quicklyWhich initially was not a realistic option because the manufacturer was closed for the holidays and inventoryHowever, I called the VP of Production in FtWayne Indiana at his home, and he agreed to drive to the factory to load the spa on a truck for our customer, even though they were closed! We did everything we could to follow through with our sales persons promise of a quick delivery, and indeed we did follow though and deliver everything that was agreed to on the contract Our office is open seven days a week to help customers with any issues they may have with their spas or their water chemistryAll of our staff is more than happy to take the time to work with customers so they understand how their spa operates and how to adjust their water chemistryWater clarity is a reflection of several things such as: Balanced Ph and Alk levels, sanitizer levels, cleanliness of bathers, presence of heavy metals or iron in the water, as well as environmental surroundings, i.edust, dirt, debris, leaves etcThe frequency that someone needs to clean the filters has a direct correlation with the above itemsMore often for some and less for othersWe are happy to go into more detail with the customer to help get their chemistry in lineWater quality is a major The customer did call our office on Monday this week and spoke to our service techs whom helped to explain the heater dry and water flow messages they were getting on their display panelBoth directly relate to the cleanliness of the filters, which was told to the customer, it was recommended that she purchase another set of filters to have so they can soak one in filter cleaner and install the others while they clean the firstThis is a recommendation we make to all our customers for this exact purpose One of our representatives sent the filters out to the customer with free shipping on Monday (2/6) The sales representative did ask me about refunding them the cost of the filters, which I did do, as a courtesy to the customer on Tuesday evening (2/7) through our credit card processor, because we do not keep credit card numbers on fileSo the customer was not charged a dime for the filters or the shipping! We want this to be a pleasurable experience for the customer and have tried to make it one for themFrom having someone load their spa on a dedicated semi to Minnesota during their closed season, ensuring we could have it delivered to the customer within days, before the New Year, to shipping out a complementary sent of filters because they were having chemistry issues because of their well waterWe want them to be happy We have done all of this in good faith, and customer serviceAs always, we are here to answer any further questions they may have and we hope they don’t hesitate to askWe can be contacted seven days a week at ###-###-#### Kevin *** Master Pool and Spa General Manager ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I would like for the complaint to be visible to the public, so that future customers can be warned of their fraudulent business practices. Thank you

Master Pool and Spa Re: *** *** 2/10/ I spoke with Ms*** on the phone Thursday afternoon and she was all but politeI called to follow up with her on her most recent letter to the Revdex.com and to confirm that indeed her water chemistry/filter problem was resolvedShe did confirm that it was resolved on the direction of another pool dealer, and we have no issues with thatShe informed me that she did not want to deal with me or our company any longerI did tell her that was certainly her choice, she does not need to work with us if they choose not toMaster Spas Inc, the manufacturer, will still support the warrantyI also told her we would be happy to service her spa if she needs service in the future and wants us to do it, in addition we have a subcontractor in the StCloud area that she can use if she so chooses I again asked the customer if she had any other questions about her water chemistry or filters and she told me she didn’t, and was done with meI did confirm with her that her credit card transaction was indeed refunded Tuesday evening and the refund should show up on her online statementThe customer’s request to return the spa for a refund because of dirty filters is not a valid requestThere is nothing wrong with her spaThe issues she is having are related to her water chemistry, and the well water that she filled her spa with, which she informed me have now been resolved Again, as previously stated we are open seven days a week to help customers, I have no reason to “lie” about our hours or the customer service we provideWe are happy to help if we are needed Kevin *** Master Pool and Spa General Manager ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe new valve was installed without charge to meThank You for your assistance in getting this matter resolved*** ***

Master Pool and Spa Re: *** *** 4/3/ Mr*** purchased an TS purchased a factory order spa from the Spa Pool and BBQ show in Vallejo, CA on February 11th, As you can see from the attached sales contract (front and back) the customer signed the contract where it shows
what the customer was purchasing, for how much and what the terms of the sale wereAdditionally, it states that the customer has read and understands both the front and back of the contract In the middle section of the contract under the heading NOTICE TO BUYER, it states that the “Owner is responsible to provide adequate installation space for all contracted goods and services” It refers the signer to the back of the contract for pre-installation and electrical instructions, and also states that “All sales final No refunds” A couple lines further down the contract states that if the customer cancels the agreement the seller will keep all or any down payments that have been madeThe bottom of the contract shows where the customer has signed the contract stating that they agree to all of the descriptions of goods and terms of the sale on both the front and back of the contract The customer has also signed the credit card slip agreeing to the charge, which also states all sales are final and there are no refundsThe customer has ordered a custom order spa which was agreed to be built by the manufacturer Our sales person and the contract are both very clear about our cancelation policy, as it is listed on the front, and back of the contract and on the credit card slip; all of which have been signed and initialed by the customerI have spoken to the customer several times and discussed their overhead power line in their yardThe customer either needs to choose a different location for the spa or install a roofed structure over their spa if they insist on putting it under the powerline We are willing to discuss the spa and help them with any questions they may haveWe have a spa built and available to deliver to them as soon as they are ready to receive itWe are certainly not crooks as the customer states in his letter, the terms of the contract is black and white clear, of which he received a fully executed copy of with his signaturesWe will follow through on our commitment to deliver the spa, and will wait until they are willing to follow through with theirs Please feel free to contact me if you have any further questions Kevin *** Master Pool and Spa General Manager ###-###-####

I apologize that the person you spoke with on the phone was rudeI have followed up on the RMA replacement of your spa and indeed Master Spas is going to replace your spa and your new spa is currently in production and will ship to our Delivery crew based in Portland Oregon as soon as it is
finishedWe will stay in touch with you as that process completes and our delivery crew will contact you as well to help coordinate the removal and install of the old for the new spaWe apologize again that you had a bad phone experience and that your spa has a leakWe are taking all the steps to get it rectified as quickly as possible and will be in communication with you as the process moves alongThanks for you patients and understanding. As a side note, yes, your warranty will restart from the date of new delivery. Thanks again.Kevin ***

Initial Business Response /* (1000, 5, 2015/07/02) */
Master Pool and Spa
Re: [redacted] and [redacted]
5/29/15
Mr. and Mrs. [redacted] purchased a Floor Model spa from the Spa Pool and BBQ show in Huntsville, AL on January 10th, 2014. As you can see from the attached sales contract (front and back)...

the customer signed and initialed the contract where it shows what the customer was purchasing, for how much and what the terms of the sale were. The estimated delivery is noted as ASAP. Additionally it states that the customer has read and understands both the front and back of the contract.
In the middle section of the contract under the heading NOTICE TO BUYER, it states that the "Owner is responsible to provide adequate installation space for all contracted goods and services" It refers the signer to the back of the contract for pre-installation instructions, and also states that "All sales final No refunds". The customer placed their initials to the left of these statements. Also to the right of these statements it shows that they were purchasing a floor model and that all floor models are "AS IS" with a full factory warranty. All floor models must be delivered within 3 to 4 days of the event because we do not have storage options. The customer also initialed this section. The warranty is supported by the manufacturer through local service centers.
Shortly after they purchased the spa, the customer advised our office that they would not be ready for the spa for possibly 2 months. At that time we discussed with them that we did not have a location to store the spa and would deliver them a brand new factory order when they were ready for the spa. They were in agreement and stayed in touch with us throughout their construction process. The customer did not want to take delivery because they were concerned about damage to the unit during the construction process at their property. We ordered them a brand new factory order to fill their order. The customer finally took delivery of their spa on 5/27/15. We delivered them a brand new 2015, factory wrapped spa. The spa they had originally purchased was a 2014 model and we delivered them a 2015 at no additional cost! A few days after the delivery, the customer called and expressed a concern that the spa was not functioning properly. Our service department worked with the local servicer to get the spa up and running within 2 days of the reported problem! The spa is currently running and has been since the service provider visited their home. It was discovered that the spa was wired incorrectly on the board. The manufacturer requires that a licensed electrician wire the spa (owner's manual page 14), we are not sure whom wired the customer's spa, nor how it got incorrectly wired, however it was corrected and the spa is functioning as it should be. There have been no issues with the spa since the correction has been made.
We did not deliver a refurbished or defective spa. We delivered a brand new spa, factory wrapped directly from the manufacturer which was built specifically for the [redacted] family! We do apologize that a service call was needed right after delivery, however the spa is running and the service was performed at no cost to the customer. Once the wiring issue had been resolved the spa functioned as it property should.
All spas and swimspas are wet tested at the factory which is indeed why there was some water in the bottom of the spa, this is common on every new spa we deliver. I have included the "factory quality control" reports that they have forwarded on to me. This report shows that the spa was running correctly during wet test and everything was operational. The serial number did not match because as stated above and in previous conversations with the customer we ordered them a brand new 2015 spa instead of delivering them the floor model 2014 they had purchased four and a half months earlier. We did not deliver them a refurbished spa, it was indeed brand new, once the wiring was corrected the spa worked perfectly.
We want the customer to have a pleasurable experience with their spa and now that it is up and running, just 2 days after the reported issue, we feel that it was a pretty fast turnaround in any industry! Please feel free to contact me if you have any further questions.
Kevin [redacted]
Master Pool and Spa
General Manager
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Mr. [redacted] purchased his spa on 06-11-16 and it was delivered on 06-14-16.  On 06-22-16 he contacted us about an air control that didn’t work because it was filled with foam insulation.  Fortunately, the plugged air control is a minor problem and does not prevent use of the hot tub. ...

The foam simply must be cleaned from the valve and the new air control installed.  Master Spas Inc. of Ft. Wayne, IN (MSI) is the hot tub manufacturer and provides the warranty to the spa owner.  Master Pool & Spa Corp (MP&S) is the spa dealer from which Mr. [redacted] purchased the spa.  As a service to the spa owner and as a favor to the spa manufacturer, MP&S is continuing to help coordinate the spa repair.  MSI has a factory authorized service provider in Meridian, ID – about 40 miles from Mr. [redacted].  We sent MSI and the Idaho service provider the part number needed and asked that they expedite service for this new spa owner on the same day that he contacted our office.  We at MP&S have returned all of Mr. [redacted]’s calls and replied to all of his messages.  Unfortunately, it appears that neither MSI nor the local authorized service provider have been able to help the new spa owner to resolve the problem. When there is a manufacturing defect found in a new spa, the manufacturer limited warranty provides coverage to repair the spa.  Normally, we rely on factory-authorized service providers contracted by MSI to service spas in need of warranty service.  We refer the spa owner to the nearest independent service provider and the local technician does the work.  In this case we referred Mr. [redacted] to All Pro Pool & Spa Service in Meridian, ID at ###-###-####.  Unfortunately, the local service company did not follow through so we hired another spa service company at our own expense to fix the manufacturer defect - Pro Spa in Boise, ID at ###-###-####.  We ordered a new air control shipped overnight to Mr. [redacted]. The FedEx tracking number for this part is [redacted]110.  He has received it and the repair was finished today. There is no reason to return the spa for a refund.  Should any other issues arise with their hot tub, we are here to help with the customers’ needs. Regards, Kevin [redacted], General Manager Master Pool & Spa

The customer was refunded as soon as her husband called and spoke to me yesterday (monday) afternoon and explained that the spa was not going to work for them, I verified that they had not been refunded yet with our system and office staff and refunded their money. I then made a return phone call...

the Mr. [redacted], to let him know it was completed and sent him a copy of the refund receipt. I also spoke with Mrs. [redacted] and apologized to both of them for it not being taken care of quicker. They had been communicating with sales people who don't work directly in our main office so there were no notes in the file that it had not yet been completed. Again Im sorry for the delay in completing the task but I did handle it personally as soon as our office and myself were looped into the situation. Kevin

Mr. [redacted] purchased a factory order spa from us and reported damage on one of the corners of their spa after delivery. We have been in communication with the customer and have happily ordered a replacement for him. We apologize for the delay in getting everything resolved, we were waiting for...

pictures to ensure we get them exactly what they needed.

Initial Business Response /* (1000, 5, 2015/12/01) */
Master Pool and Spa
Re: [redacted]
11/30/15
Mr. and Mrs. [redacted] purchased a Factory order spa from the Spa Pool and BBQ show in Pomona Ca, on August 9th 2015. As you can see from the attached sales contract (front and back)...

the customer signed and initialed the contract where it shows what the customer was purchasing, for how much and what the terms of the sale were. Additionally it states that the customer has read and understands both the front and back of the contract.
In the middle section of the contract under the heading NOTICE TO BUYER, it states that the "Owner is responsible to provide adequate installation space for all contracted goods and services" It refers the signer to the back of the contract for pre-installation and electrical instructions, and also states that "All sales final No refunds". The customer placed their initials to the left of these statements. On the right side of the contract it clearly says the customer is purchasing a factory unit.
A couple lines further down the contract states that if the customer cancels the agreement the seller will keep all or any down payments that have been made. Again the customer initialed this section. The bottom of the contract shows where the customer has signed the contract stating that they agree to all of the descriptions of goods and terms of the sale on both the front and back of the contract. It also clearly describes how payments should be made and at what interval. The customer chose to put half down because they had indicated being ready in 4 to 6 weeks, and agreed to pay the remaining balance on delivery.
Our office reached out to them on 8/13 and left a message asking for a return call to discuss their site and to get a more precise timeline on the customer's readiness. We again called them on 8/28 inquiring on the same items. We were able to connect at that time and the customer discussed options with our delivery manager. The customer had previously indicated that they may be able to remove a chain link fence to get the spa in their back yard, as indicated in their paperwork. The option of a crane was also indicated as an option. When discussing the crane the customer said they did not want to pay for a crane, nor did they think it would work because of the overhead powerlines in the back of their property. Our delivery department requested that the customer contact a crane company to have them do a site check to determine what size crane would be necessary. The customer then charged back her credit card stating that the spa had not been delivered. Yet all we were doing was attempting to contact her to coordinate the spa delivery.
I personally worked with this customer on November 13th to help determine the best method to get the spa into the customer's back yard. We discussed having a crane company come out and do a site survey which the customer had not previously done as we had requested. I told the customer I would call and have a site survey setup and we discussed that there would be several possible options, 1. From the customers driveway, 2. Possibly from the neighbor's driveway, and 3. From the street. When I called the crane company to inquire about them doing a site survey, I was told that the spa customer had already called and they were sending someone out to take a look. I thanked them for being willing to do the site survey (for free) and told them I would follow up with them about the results. I called them back the day after (Monday) and was told they could do the job and that they had given a quote to the customer.
I then called the customer and asked her to call me back because the crane company had both informed the customer that it was possible and told me the same thing when I called, that they could do it with their small crane. So in response to her accusation as to us giving the crane company a kick back, absolutely not. I was going above and beyond what is required of our company to try and help the customer get the spa in their back yard. We have delivered tens of thousands of spas and have worked with hundreds of crane companies. In our discussion I told the customer I could work with the crane company to get her the options and she could make the decision as to which option she wanted. They would pay the crane company directly and we would not be involved with the financial part of her crane choice.
It is clearly stated in the contract that the customer singed and agreed to that there needs to be adequate space available to deliver the spa to and if there needs to be a crane that it is the customer's obligation. We have made no false claims and are only trying to help the customer.
There was and is nothing deceptive about this contract. Our company called the customer a few days after the sale to thank them for their business and inquire about their timing for the spa. They never returned our call and we called them again 2 weeks later. We have been in the spa business for over 20 years; we are a very reputable company and will deliver the customer the product they ordered, a Trainer 15, in Sterling color with an Espresso skirt and a 4 tier step which is what the contract states.
We want their spa purchase to be a pleasurable experience and are willing to work with them when they are ready to move forward with the spa. We are also willing to discuss the spa and help them with any questions they may have. We will follow through on our commitment to deliver the spa, and will wait until they are willing to follow through with theirs. We are still happy to help coordinate the crane and delivery to happen at the same time as we spoke about on the phone. The crane will lift the spa over the house and our crew will put the spa into place.
Please feel free to contact me if you have any further questions. I have also included a copy of the quote that I requested a copy of from the crane company showing that they can indeed do the job.
Kevin [redacted]
Master Pool and Spa
General Manager
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
I believe there are only two factors that are of the up most importance; the contract-it is not an appropriate contract per the Federal Trade Commission (FTC) and unethical business practices.
Mr. [redacted] has a difficult time representing the truth. This is at the crux of the situation. I sited some of the times they misrepresented the product, the company and the omission of important facts in my original submission. The original complaint did not have any attachments. This response will have attachments of information I found out after August 9, 2015. Please keep in mind we were told that if we left the building, just stepped outside, any quotes would no longer be good. There was no time to research anything. It was their last day at the show as well. I would have definitely exercised my right to cancel the contract. The attachments will contain phone records to show that Master Pool and Spa (MPS) did not contact us any sooner than 8/28/15. I am not sure why Mr. [redacted] lied about this, twice in his response. Even on 8/28/15 no mention was made to the FTC Cooling Off period. That phone call as Mr. [redacted] indicated was to schedule a delivery date, nothing else was discussed. When I spoke to Mr. [redacted] on 11/13/15, once again it was about getting the spa delivered as "they would not be able to return my deposit due to the contract." No mention was made during that conversation of the FTC Cooling Off Period. The phone numbers MPS were given were the following: my cell-[redacted] and my husband's cell-[redacted]. These phone records are for your review. I have also included my work number phone call list to illustrate the date I offered Mr. [redacted] a compromise in an effort to resolve this matter.
Given Mr. [redacted]'s main argument is that their contract is good and should be honored, I am providing proof that the contract is not an appropriate contract for the sale of a spa at the location of which they do business, the Pomona Fairgrounds. The contract does not include the FTC's required statement of having a three day cooling off period. It is because of this rule that their contract is not appropriate. I am including the rule from the FTC's website for your review. I am also submitting a copy of my letter of cancellation to MPS dated the same day I found the ruling. Given this notice was not given to me at the inception of the agreement I wish to now exercise my cancellation right. The date of the web search is on the FTC website copy and that same date is on my letter and proof of submission by mail to Mr. [redacted].
I am also including other complaints made by others such as myself who unfortunately had similar unethical experiences. After speaking to the FTC, they stated that should they receive more complaints they themselves would do an investigation; I was encouraged to file a complaint with them as well.
I do hope Revdex.com can see that I am a consumer that was misled and lied to and that given my particular situation my deposit should be returned to me.
Sincerely, Catherine [redacted]
Master Pool and Spa phone numbers as a reference for the call logs submitted: [redacted] and [redacted]
Final Business Response /* (4000, 10, 2015/12/15) */
Master Pool and Spa
Re: [redacted]
12/15/15
All of the cancellation procedures are discussed at the time of the sale. There is no reason why our in-office staff would discuss a three-day cancellation period weeks after that time has passed. The spa was purchased on August 9th and the first response we had from the customer was on August 28th, then again on November 13th, long past 3 days.
Our staff has tried to help coordinate the delivery and placement of the customer's swim spa from the very beginning, we have gone above and beyond to discuss these items at length with the customer and the crane company the customer chose. We have requested a copy of the quote, to crane the spa into the backyard, as we discussed with the customer. The crane company quoted the customer a cost of $500 to perform this job.
We want every customer to have a positive experience with our company when they purchase any unit from us. In an effort to move forward we would like to extend an olive branch to this customer and again help coordinate the crane at delivery and offer to help pay for half of the cost, $250, to have the spa craned over her home.
I have tried to contact the customer several times since we last spoke and she has not returned any of my calls.
Please feel free to contact me if you have any further questions.
Kevin [redacted]
Master Pool and Spa
General Manager
[redacted]

I am rejecting this response because:These are absolutely nothing but lies!!! First off I am not the only one complaining about these same issues! Everyone's number one complaint is CUSTOMER SERVICE! I believe they don't even know what that word means! I am a business owner myself and I would be darned if I would treat any of my customers the way they do theirs. There wouldn't be so many people complaining if their customer service was so great!! If they are open 7 days a week to serve their customers then why is it such a joke for someone to answer the phone and return phone calls around there?? Its funny how Kevin was so fast to respond to this matter but still has yet to return my phone call from 2-6-17. Maybe the Revdex.com should check further into these details I would be more than willing to supply the info of the person I spoke with at Performance pool and spa that has actually been the one to help me with all my issue I have had with my spa since Master pools can never return a phone call or give anyone a straight answer instead of the run around all the time!! Not only has this been stated by me but several other people. I can submit my phone records showing how many times I have called them with no phone call back and no answers due to duration of the phone calls I would absolutely have no problem doing that just to show how much Kevin is lying. He make try fooling all you by his bull crap and making himself sound good when really he is nothing but LIES!!! I had to call Ian back on 2-7-17 at 5:56pm as I stated in my last conversation about the refund on the filters and he made it very clear to my husband and I that there is no refund policy on filters and he was sorry to give me that news and they were unable to give me a refund!! So yet once again Kevin is lying!! I would hope that for once Revdex.com takes this into further action and actually stands behind the customer instead of always buying Kevin's LIES about everything!! I sure wouldn't waste my time or anyone else's time if none of this were true!!