Master Spas

Initial Business Response / [redacted] (1000, 5, 2017/06/07) */ Master Spas does have registration record received indicating the customer purchased a MPL through a retailer 5/21/From searching records on our end, it doesn't appear we, Master Spas Inc., have had contact with the customer until receiving this caseFrom follow up, it appears the contact and been with the independent retailer from which the customer purchased the spa and an independent local service contactMaster Spas made follow up with the customer after receiving this case along with reaching out to the retailer and an independent service contact to help provide warranty serviceMaster Spas does rely on the retailers selling our product to provide the necessary support to the product they sellThe service contact was able to get out last week and Master Spas Customer Support has followed up with the customer this week to confirm that service went well and that the spa is properly operationalThe customer confirmed that the spa was fixed and was appreciative of the follow up from Master SpasWe regret that there was a problem but were able to help work things out with the retailer, local service contact and customer to get the spa repaired If the customer has any further concerns or questions and is not getting appropriate support from their retailer or the local service contact, Master Spas Customer Support is more than willing to helpWe can be reached at (XXX) XXX-XXXX or [redacted] @MasterSpas.comOur hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The independent contractor did come to our house, (spa repairs)The employee was very professional and seemed to know what he was doingHowever, after he made the initial adjustments, we were told he would come back to do the final adjustments, and as of 6-17-hasn't returnedIt took the contractor days to come to our home, and now it has been another days and no contractor Final Business Response / [redacted] (4000, 9, 2017/06/28) */ In our prior follow up with the customer before responding to the Revdex.com case, Master Spas was not given the impression that there was anything ongoing with regards to serviceMaster Spas Customer Support has made further follow up since receiving this correspondence and have been told by the customer [redacted] answered) that service was back out to resolve replacing a damaged skirt clip over the prior weekendWe have also confirmed through the independent service tech that this occurred 6/In the conversation, the customer stated to appreciate the continued follow up and acknowledged the spa was functional If there is anything that Master Spas can assist with regarding operation or service, Master Spas Customer Support is more than happy to assist and should be contacted at (XXX) XXX-XXXX or [redacted] @MasterSpas.comOur hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST Final Consumer Response / [redacted] (2000, 11, 2017/07/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) The issues with the spa (as of July 4, 2017) have been resolvedAnd the contractor who has been servicing the spa, has done a good job, even though it took them days to respond

We purchased a spa 05/12/we have had no problems until 01/15/a jet broke I called customer service they gave me a service rep to call I sent him the broken jet and as of 03/21/all myself and the service rep have gotten is the run around from master spa I call them no one seems to care this is a [redacted] jet why they wont send this jet to me has me concerned because it is still under warranty I have more year of warranty left I am going to have to go to the next step very soon because if they wont stand behind a [redacted] jet what will I do if a more expensive part breaks all I want them to do is stand by their warranty

I can not belive with all the complaints filed against this company they are still rating A plusI had to hire a lawyer to get them to honor their warranty after the tub leaked times and multiple repairs were madeAn entire room was built on a second story over a garage so that my family and I could use the foot swim spa year round in New EnglandThe leaks caused major damage below and their vendor, Crocker Sales would not come out for a week! They had originally promissed to work with my builder to make sure everything would juve, and they would not return his callsWhen the leaks happened they blaimed the builder because he did not put a drain in the floor! The sales folks at the shows tell you this does not require any plumbing and is self contained....they also tell you it is virtually maintenance free and self cleaning...again Ha HaWhen the spa works, its greatWhen it doesnt, not exactly relaxing....after the leaks, and I had to hire an attorney so they would talk to my builder and work with him, they still refused to work with him and when he put the drains in, they complained about how it was done and threatened to invalidate the warrantyLaw suit comingThis cost my insurance company over K and myself MAJOR STRESS of not having cooperation, or the use of my spa for over months not even months after having it set upI wantd to use this room as a prototype for a future business and would have bought more but will never do business with Master Spas or Crocker Sales in Ma again

Initial Business Response / [redacted] (1000, 5, 2016/04/25) */ Master Spas does have a registration record received for [redacted] & [redacted] owning a H2X TRAINER(serial number HXXXXXX) showing to be delivered 10/01/From review of this case and from following up with the dealer from which the spa was purchased, we understand that the spa developed a leak as the customer has described and truly regret that this occurredMaster Spas will absolutely stand behind our product and the warranty we provide on our product to cover the onsite parts and labor for repairs to be completedFrom follow up with the retailer, we understand that service has been scheduled to perform repairs on the spaWith regards to the water, Master Spas product is not supplied with water and the warranty specifically covers our product itselfWater amongst other things such as electrical must be supplied by a spa owner to use the spaIn most situations, spas would simply be filled by the source water at the residenceDue to the location of the leak which needs repaired, water being in the spa is preventing access to allow the spa to be repaired and needs removed from the spa to allow access for repairs to be completedUnless the customer is able to remove the water and store it for re-use after, the water would need to be drained so that the technician can make the proper repairsWe understand from this case that the customer is requesting damages be reimbursed that are a result of a warranted defect or failure of the spa, damages being the cost for water to refill spa after repairs are performedOur warranty does specify that we do not cover any incidental or consequential damages caused by any defect, failure or malfunctionAlso within the warranty terms, the spa must be made accessible for service to perform warranty repairsWe truly regret a problem has occurred within warranty and will of course stand behind the warranty to get the spa repaired through the local retailerHowever, these damages of water having to be replaced as a result of the spa needing to be drained to perform repair would not be reimbursed or covered by Master Spas Master Spas will keep in contact with the dealer until we have confirmation that repairs have been completedIf the spa owner has any further questions on spa operation or needs any additional assistance in resolving a problem with the spa, either the selling dealer or Master Spas can be contacted directly and would be more than happy to help answer and resolve the situationMaster Spas Customer Service can be reached at (XXX) XXX-XXXX or [redacted] @MasterSpas.comOur hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am attaching a scanned copy of our warrantyIn Master Spas' response, they state that 'Our warranty does specify that we do not cover any incidental or consequential damages caused by any defect, failure or malfunction.' Our copy of the warranty (Rev XXXXXX) does not say that The spa repair was made on April by Hot TubsWe refilled the spa with water on April at our own expense The only reason we had to drain the spa in the first place was due to a defect or failure in workmanship or materialsMaster Spas warranty does state that '...from a period of years from the date of original retail purchase that the plumbing of the spa will not leak due to defects in material and workmanship...' Their statements contradict the warranty we were given Final Business Response / [redacted] (4000, 10, 2016/04/29) */ We do truly regret that a problem occurred with the spa and will work with the local retailer to ensure the problem is resolvedWith regards to the spa warranty, all of our warranties provide exclusions, registration and disclaimer details which are seen in the page attachment provided with the customer's responseOur product is not delivered with waterWater is something that has to be supplied by a spa owner for use of the spa similar to electrical needing to be brought out to the spa as wellOur warranty covers our product itself which Master Spas manufactured and suppliedFor the reasons previously reviewed, Master Spas would not reimburse for water If the spa owner has any further questions on spa operation or needs any additional assistance in resolving any other problems with the spa, either the selling dealer or Master Spas can be contacted directly and would be more than happy to help answer and resolve the situationMaster Spas Customer Service can be reached at (XXX) XXX-XXXX or [redacted] @MasterSpas.comOur hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST

Initial Business Response /* (1000, 5, 2017/09/08) */
Master Spas has had contact with the customer starting initially 8/24/We do regret that there were problems with the initial independent service contactUpon receiving the communication from the customer regarding the service contact not
doing service, we made further follow up to get a technician out to siteService was scheduled and on site 9/6/From the service technician report, the problem was resolved while on site and the spa was functioning properly when he left 9/6/Master Spas tried to reached out to the customer this morning 9/8/at 11:53AM via the phone number provided in this caseUnfortunately, there was no answer and the voicemail system stated the mail box was full and would not allow a message to be leftWe will try again next week in an effort to make sure the spa is functioning properly
If there is any further problem, we would love to help and will get service arranged againThe customer can feel free to contact us at XXX-XXX-XXXXOur office hours are 7AM to 5PM EST Monday through Thursday and 8AM to 12PM EST on Friday
If there is any further problem, we would love to help and will get service arranged againThe customer can feel free to contact us at XXX-XXX-XXXXOur office hours are 7AM to 5PM EST Monday through Thursday and 8AM to 12PM EST on Friday

Initial Business Response /* (1000, 5, 2017/08/16) */
Contact Name and Title: *** *** Retail Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@masterspas.com
We regret the problems that have occurred and are working to get this resolved with the customerAt this point, we have
reached out to the customer and have also sent out a contractor to review the concerns that the customer hasThe contractor and the customer have both reviewed and agreed upon what items need repaired or replacedToday we have ordered the necessary gazebo parts, for all repairs neededOnce received (from the gazebo vendor) we will schedule the contractor to go back out and make the repairs
Initial Consumer Rebuttal /* (3000, 12, 2017/09/11) */
Why was my complaint closed?
Master Spas has not done anything yet
*** ***
Auburn, IN
Final Consumer Response /* (3000, 17, 2017/09/12) */
Master Spas sent a repair man to remedy our problemsIt's bad that they cannot communicate themselves with the consumer, but they never haveAt this point I feel the repairs are as good as it will getIt's to bad you have to get a third party involved to get resolutionAt this time, I feel this case can be closedLast time we ever do business with Master Spas and not afraid to pass our opinion on tho others that ask
Final Business Response /* (4000, 15, 2017/09/12) */
As reviewed in the prior response, Master Spas had made follow up and special ordered the necessary parts through the gazebo supplier which were reviewed on site between customer and contractorOnce the parts were received from the supplier to Master Spas, we would be getting the parts to the contractor so that the repairs could be made
Master Spas received the parts from the supplier and contacted the contractorThe contractor reached out to the customer to schedule repair and reported that repairs were made yesterday 9/11/Master Spas followed up with the customer today, 9/12/2017, and the customer acknowledged that the problems were resolved

Initial Business Response /* (1000, 6, 2017/02/22) */
Master Spas does have record of the customer owning a TS model with registration showing purchase/delivery of 10/26/Upon receiving this, Master Spas began following up with the independent service contact in the area to help ensure
the existing problems got resolved for the customerMaster Spas also followed up with the customer on 2/13/to discuss getting this situation resolvedService was out on Monday 2/20/and reported completion of serviceMaster Spas attempted to follow up today to see if the spa was filled and operating as it should due to report from service stating that the customer was going to be refilling the spa over the next few daysUnfortunately, we were not able to make contact and left a voicemailWe will attempt further follow up with the customer to confirm resolution and that the spa is operating as it should
If there is any further questions or assistance needed, our customer support team would be happy to helpCustomer Service can be reached at (XXX) XXX-XXXX or by e-mail at ***@MasterSpas.comOur hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST

Initial Business Response /* (1000, 5, 2015/08/06) */
Contact Name and Title: *** W- Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@masterspas.com
Master Spas does have a registration record received showing Mr*** registered as owning a TS (s/n XXXXXXX) which was
purchased through Hot Tub Store in MI, a dealer for Master SpasDealers selling Master Spas products are independently owned and operated businessesThey are not employees, agents or representatives of Master Spas
We do have a note regarding contact with the customer on 7/13/in which the customer had problems with the topside control panel and a problem regarding the waterAt that time, Master Spas noted this contact and contacted the customer's dealer to work with them on getting service provided to the customerAs a manufacturer, Master Spas does rely on our dealers to provide service to the spas and help support the customerMaster Spas has received service claims showing service on 7/14/to resolve the topside control problem and a separate claim showing service on 7/26/to resolve a circulation pump problem
Master Spas followed up with the dealer, Hot Tub Store, to confirm the service and to discuss the problems stated regarding the water in the spaAccording to the dealer, the topside and pump problem were resolved and they did state that they have been working with the customer to resolve the water quality problemDuring the discussion with the dealer, they believed the water problem to be a result in the way the water had been maintainedProblems like what has been stated are normally a result of water chemistry and water maintenanceWe do understand that the customer has owned a spa previously and states that he is familiar with water maintenance
Upon initial fill of any spa, it is important that water chemistry is adjusted and treated appropriately and that proper sanitizer (free chlorine) levels are followed as can be found in the spa owner's manuals or on a spa care guide that should have come with the spaIt is also important to be sure that proper levels of chlorine are maintained in the spa and especially checked and maintained after bather use due to the contaminants bathers introduce in to the water which result in the dissipation of chlorine levelsThe customer's spa is equipped with our Eco Pur filter system and Mast3rPur option which incorporates a hour circulation pump along with a combination UV/Ozone systemThese features do significantly aide in helping reduce the amount of chlorine needed between uses and helps break down contaminants that are in the water as it passes through these systemsHowever, it is still necessary to treat the water with small dosages of chlorine as needed to maintain properly sanitized water as bather use the spaThe frequency of bather use, number of bathers and length of time per use will affect the frequency of chemical maintenance
During our follow up with the dealer and discussing the water problem with the dealer; Master Spas provided some support and steps to help resolve the water problem that was presentAs a customer accommodation to help resolve the water problem for the customer; the dealer made service calls out to the customer's location to drain the spa, clean the spa, replace the filters, fill the spa and treat the fresh spa waterAs reported by the dealer, they performed this initial service for the customer on 7/30/and the water was clear when they leftTheir service then followed back up on site the next day on 7/31/to check the water qualityThe water was clearAs additional follow up they returned to site 8/1/and again on 8/3/During these trips they confirmed the water was still clearThey reported that the customer was present during the service call on 8/3/The dealer also made several follow up phone call attempts to the customer throughout this weekThe customer responded back to them back yesterday evening, 8/5/2015, and reported that the water was still clear
As long as appropriate water maintenance is performed, there should not be problems with the waterFrom this current information reported by the dealer, the problems that the customer has had are resolved at this timeIf the customer has any further concerns or problems regarding operation or maintenance of the spa, Hot Tub Store or Master Spas would be more than willing to work with the customer directlyMaster Spas Customer Service can be reached at (XXX) XXX-XXXX or ***@MasterSpas.comOur office hours are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST
OFFER:

Initial Business Response /* (1000, 5, 2016/06/10) */
Master Spas does have record of *** *** owning a H2X TRAINER18, serial number HXXXXXX, which was delivered 9/18/We do have record of contact in 9/in which our Customer Support call center did have to make multiple attempts to help
get service arranged through local service contacts in the Indianapolis areaWe truly regret the service problems that occurred in 9/Since this time, the independent service center has gone through new ownership and has been handling service in the area wellFrom reviewing the history further, we have found an incoming call from Mr*** on 4/8/regarding his cover and cover lift being damaged by high windsThe customer did get recommended to visit the retail showroom in Fort Wayne, IN where he could get a replacement cover lift and discuss some possible recommendations to prevent the damage in the futureSince this phone contact, Master Spas is unable to find any further details regarding contact with Mr***With regards to a damaged cover lift, these accessories which are made by other companies are stocked as whole kit assemblies and Master Spas would only have the whole cover lift kit available for replacement
A Master Spas customer support representative will try calling today to discuss exactly what is needed and continue follow up as we try to work out a satisfactory resolution with Mr***If we do not reach the customer today, we will try again beginning next week
Customer Support can be reached at (XXX) XXX-XXXX or via e-mail at ***@MasterSpas.comOur hours of operation are Monday through Thursday 7AM to 5PM EST and Friday 8AM to 12PM EST

Initial Business Response /* (1000, 5, 2016/04/22) */
Master Spas does have registration record received indicating Mr*** owning a H2X TRAINER12, serial number HXXXXXX, showing purchased/delivered 4/2/The spa was purchased through a dealer and delivered by the dealerWe do rely primarily
on our dealers to provide support to the retail customers that purchase from themFrom review of the case and notes we have, there are records on our end starting 4/5/in which we started trying to work with various service center accounts to get service out to the customerWe truly regret the customer experienced a problem with their spa, was not been able to get service handled by their dealer and that, given the location, there has been a delay in finding a service agent to work on their spaMaster Spas worked diligently to source service for their spa and has confirmed a service technician that would service the spaThe service technician followed up with the customer to schedule service and we received confirmation today, 4/22/2016, from the service technician that service was completed on Wednesday 4/20/to resolve the problem with the spa
If the customer needs any further assistance or help with their spa, please feel free to contact either the selling dealer or Master Spas Customer Service DepartmentMaster Spas Customer Service can be reached at (XXX) XXX-XXXX or ***@MasterSpas.comOur hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST

Initial Business Response /* (1000, 5, 2016/08/02) */
Master Spas has registration record received from *** *** showing ownership of a LW ENTERPRISE, serial number XXXXXXX, showing purchase/delivery on 6/14/through Master Pool & Spa, an independent dealer/retailer that sells Master Spas
productAfter receiving contact noted on 7/18/regarding the customer needing service in conjunction with also receiving this Revdex.com complaint on 7/20/2016; Master Spas has been in regular communication and working with the retailer from which the spa was sold along with an independent local service center to get service scheduledMaster Spas received confirmation at the beginning of last week that the retailer was able to get service scheduled to resolve the problem the customer was having with one of the air controlsThis service was scheduled to be performed 7/28/Master Spas made follow up calls at the end of last week and yesterday to the customer to confirm that the problem has been resolvedWe were able to get in contact with *** *** yesterday, 8/1/2016, and received confirmation that service did resolve the problem
If the customer has any further questions, concerns or problems; either the dealer or Master Spas Customer Support would be happy to assistMaster Spas Customer Support can be reached at (XXX) XXX-XXXX or ***@MasterSpas.comOur hours of operation are Monday through Thursday 7AM to 5PM EST and Friday 8AM to 12PM EST

Initial Business Response /* (1000, 5, 2016/11/15) */
Master Spas does have registration record received for Mr*** showing purchase of a MP SIGNATURE model swim spa, HXXXXXX, through Swim Fitness, an independent dealer selling Master Spas product, on 8/15/Our records do indicate that
there was a problem that occurred with the propulsion system which was repaired 8/20/Upon receiving this Revdex.com case and following up with the dealer, Master Spas has confirmed details that there has been a very unfortunate repeat problem that has occurred with the propulsion system in Mr***'s swim spaMaster Spas is concerned with and wants to make sure that this does get resolved for Mr*** so that the spa is functioning properly without continued problemsWe have been in close communication with the dealer, reviewed parts to have on hand for upcoming service and thoroughly discussed specifications that need to be inspected during serviceFrom our communications with the dealer, they were originally planning to have service out on Monday, 11/14/From follow up made 11/14/2016, Master Spas received information from the dealer stating that service had been attempting to make contact with the customer for consecutive days but was unable to confirm these service arrangementsThey were not able to get in contact with the customer until 11/14/at which point the customer needed to schedule this service to be performed after Thanksgiving due to personal reasonsService is currently scheduled for 11/28/Master Spas will be looking to follow up with the dealer and Mr*** as service is completed to help ensure the problem is resolved so that the system is properly functioning for Mr***
If Mr*** has any questions or inquiries, Master Spas Customer Support would be happy to help and can be reached at (XXX) XXX-XXXX or ***@MasterSpas.comOur hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST

Initial Business Response /* (1000, 5, 2017/05/19) */
Master Spas does have registration record showing [redacted] owning a H2X TRAINER15D serial number HXXXXXX which was purchased 1/18/2016. The purchase of the spa was made through a retailer, Primo Hot Tubs & Swim Spas. Retailers / dealers...

selling Master Spas products are independently owned and operated businesses. They are not employees, agents or representatives of Master Spas. Master Spas cannot speak for any conversations that may or may not have been made during the retail purchase which occurred between the retailer and retail purchaser. Master Spas provides a warranty and owner's manual inside of each spa when the spas ship to our various retailers. The warranties and owner's manuals are also available for customers to review on our website within the Resources link/page, [redacted] With this 2015 H2X Trainer 15 Deep, the Structure is warranted against defects resulting in water loss occurring from the spa shell for a period of 10 years (the 10 in the 10/7/5 mentioned). The Shell Surface is warranted against defects for 7 years (the 7 in the 10/7/5 mentioned). The plumbing and main spa equipment is warranted against defects for 5 years (the 5 in the 10/7/5 mentioned). The 2015 H2X warranty has been attached in the response to this case for review of full warranty terms. Our spas are built to be energy efficient and meet or exceed stringent energy efficiency standards such as CEC or APSP 14. The materials used are standard across the pool and spa industry along with other industries. Our literature and online information reviews these energy efficient aspects but makes no reference or claim that the insulating materials and plumbing inside the spa are special materials that prevent rodents. If rodents want to get in to structures whether spa, RV, home or etcetera; they typically find a way in somewhere or chew their way in. It would be an owner's responsibility to address a rodent problem with regards to prevention and/or extermination if there is a problem at the site. The damage caused to the spa by rodent infestation is not a defect in the components or plumbing. It is damaged caused to them. Master Spas has worked with the customer and had communications with the customer to help the customer get in contact with a service center to inspect and review what repairs were needed. However, the costs of service to repair the damage caused to the spa is not warranty related and would be at the spa owner's expense. This has been stated to the customer as mentioned in this case. If the customer has specific evidence regarding the statements made during the retail purchase with regards to insulation and plumbing being rodent rdant or that the spa had an all-inclusive 10 year warranty (against what Master Spas specifies and provides literature stating), these concerns would need to be directed to and addressed with the retailer from which the purchase was made. We truly regret to hear that the customer has incurred damages to the spa from rodent infestation at the site where the spa is installed. However, the damages caused are not related to spa warranty.
If the customer has any questions or needs any assistance with spa operation or such, the retailer should be able to assist or Master Spas Customer Support is more than happy to help. Master Spas Customer Support can be reached at (XXX) XXX-XXXX or [redacted]@MasterSpas.com. Our hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST.
Initial Consumer Rebuttal /* (3000, 7, 2017/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The swim spa I purchased is a piece of junk. It is constantly having issues. I just purchased it "brand new" in January of 2016, and it already had many issues. When it was first installed, the heater was not working. It took them months to get the heater working. Then the speakers went out within two months of me having it. It took them months to get those repaired. Then it had a leak within the first couple of months, and it took them a while to get that repaired. I was sold a lemon. I spent to much money on this swim spa to have so many issues in the first year.
As far as the issue with the rodents chewing through the wires and tubing, I was told that this swim spa didn't have rodent issues when I purchased it. I contacted Master Spas when I found that the rodents chewed through the wires and tubing. The manager told me that he would work with me to help me out some as a courtesy since it was so expensive to fix and I have been having so many issues with this swim spa since I first got it just barely over a year ago. He told me to send him the photos, which I did. Then he started ignoring my calls. I left several messages for over a month and he never returned my call until I left a message stating I was going to report them to the Revdex.com, and then he miraculously called me the same day I left that message. He told me that I had to use one of their service companies in order for the warranty to be valid. I did have their warranty service company do the work even though they charged hourly instead of the other companies that I found that would give me a flat rate quote. After I had issues with their service company and contacted the Master Spas manager again, he told me that he never said I had to use one of their service companies and that I could use whomever I wanted. Then he said that Master Spas was not going to help me out with this issue. This is a horrible product and even worse customer service. They constantly are lying and do not assist the customer. Basically, once you pay them you are on your own.
Final Business Response /* (4000, 9, 2017/05/25) */
Master Spas Customer Support reached out to the customer directly via phone. The problems with the spa are a result of damage caused to the equipment and is not warranty related. However, Master Spas has made an offer to help with some of the parts strictly as customer accommodation in hopes to resolve this which the customer accepted in our phone conversation today. All labor and any further parts will be at the spa owner's expense for the repairs needed due to the extensive damage caused to the spa. Any further dispute regarding claims of being told that the insulating materials and plumbing inside the spa are special materials that prevent rodents must be directed to the retailer as these are not statements which were made by Master Spas. The customer should also be sure to take appropriate measures at the site to prevent and eliminate rodent infestation so that further problems and damage does not occur.
We understand that service is scheduled to be out next week to finish up repairs. If the customer has any questions or needs any assistance with spa operation or such, the retailer should be able to assist or Master Spas Customer Support is more than happy to help. Master Spas Customer Support can be reached at (XXX) XXX-XXXX or [redacted]@MasterSpas.com. Our hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST. We will, however, be closed this Monday in observance of Memorial Day.

Initial Business Response /* (1000, 5, 2017/06/07) */
Master Spas does have registration record received indicating the customer purchased a MPL 800 through a retailer 5/21/2017. From searching records on our end, it doesn't appear we, Master Spas Inc., have had contact with the customer until...

receiving this case. From follow up, it appears the contact and been with the independent retailer from which the customer purchased the spa and an independent local service contact. Master Spas made follow up with the customer after receiving this case along with reaching out to the retailer and an independent service contact to help provide warranty service. Master Spas does rely on the retailers selling our product to provide the necessary support to the product they sell. The service contact was able to get out last week and Master Spas Customer Support has followed up with the customer this week to confirm that service went well and that the spa is properly operational. The customer confirmed that the spa was fixed and was appreciative of the follow up from Master Spas. We regret that there was a problem but were able to help work things out with the retailer, local service contact and customer to get the spa repaired.
If the customer has any further concerns or questions and is not getting appropriate support from their retailer or the local service contact, Master Spas Customer Support is more than willing to help. We can be reached at (XXX) XXX-XXXX or [redacted]@MasterSpas.com. Our hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST.
Initial Consumer Rebuttal /* (3000, 7, 2017/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The independent contractor did come to our house, (4 spa repairs). The employee was very professional and seemed to know what he was doing. However, after he made the initial adjustments, we were told he would come back to do the final adjustments, and as of 6-17-17 hasn't returned. It took the contractor 10 days to come to our home, and now it has been another 16 days and no contractor.
Final Business Response /* (4000, 9, 2017/06/28) */
In our prior follow up with the customer before responding to the Revdex.com case, Master Spas was not given the impression that there was anything ongoing with regards to service. Master Spas Customer Support has made further follow up since receiving this correspondence and have been told by the customer [redacted] answered) that service was back out to resolve replacing a damaged skirt clip over the prior weekend. We have also confirmed through the independent service tech that this occurred 6/17. In the conversation, the customer stated to appreciate the continued follow up and acknowledged the spa was functional.
If there is anything that Master Spas can assist with regarding operation or service, Master Spas Customer Support is more than happy to assist and should be contacted at (XXX) XXX-XXXX or [redacted]@MasterSpas.com. Our hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST.
Final Consumer Response /* (2000, 11, 2017/07/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The issues with the spa (as of July 4, 2017) have been resolved. And the contractor who has been servicing the spa, has done a good job, even though it took them 26 days to respond.

Initial Business Response /* (1000, 5, 2016/07/07) */
Master Spas has received registration record information indicating ownership of a TS 7.25, serial number XXXXXXX, as of 1/18/2015. In reviewing the information, Master Spas was unable to find any record of contact regarding problems with the...

spa. We searched incoming call records back to 1/1/2016 by both the phone number shown in this claim along with the phone number provided in the spa registration record submitted to us. We would have to presume that phone contact mentioned may have been with the retailer from which the spa was purchased, Master Pool & Spa / Spa Pool BBQ Show.
Master Spas customer support attempted to reach out to Mr. [redacted] multiple times since receiving this case and was able to get in direct contact with the customer yesterday to discuss the water problems mentioned along with reviewing chemical treatment. Water problems like what are mentioned typically relate to water chemistry and chemical maintenance. Master Spas will look to review the chemicals being used, water maintenance being performed and help provide a treatment path to help get the water cleared up in the spa. We will also help with any questions concerning spa operation. Master Spas has also offered to work with a service company to cover some onsite time for this occasion to review and help get the water treated. Master Spas customer support will continue to follow up with the customer as this situation is resolved.
If the customer needs any additional assistance moving forward and is not getting proper assistance through the retailer from which the spa was purchased, Master Spas customer support would be more than happy to continue assisting directly and can be reached at (XXX) XXX-XXXX or [redacted]@MasterSpas.com. Our hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST.

Initial Business Response /* (1000, 5, 2016/06/24) */
Master Spas has received registration record showing [redacted] owning a H2X TRAINER15D serial number HXXXXXX which was purchased 1/18/2016. Master Spas does rely on the selling dealer to provide service to the spas they sell. We truly...

regret delays that have occurred with getting the necessary repairs made by the local retailer to resolve the problem with the speaker. Upon receiving this claim, Master Spas has been in regular communication with the retailer and also reached out to an independent service contact closer to the customer's location. The service contact was able to get out to site 6/20/2016 and resolved the problem with the speaker. While onsite and doing overall inspection, they also a problem which had not been reported. We worked with the service contact and they were able to reschedule to take care of this yesterday, 6/24/2016. At this point, the local service contact has reported that the problems with the spa were repaired.
If the customer needs any further support; the local service contact, the selling dealer or Master Spas should be contacted. Master Spas Customer Support can be reached at (XXX) XXX-XXXX or [redacted]@MasterSpas.com. Our hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST.
Initial Consumer Rebuttal /* (2000, 7, 2016/06/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Master Spas finally sent out a local independent service contractor to make the repairs to the speakers. The speakers were not working since at least March, maybe prior to that since I didn't get to use the swim spa prior to March since the heater was not working from January through March. The independent contractor came out and did the repairs on June 24, 2016. Swim spa is now working, almost six months later.

Initial Business Response /* (1000, 5, 2016/04/25) */
Master Spas does have a registration record received for [redacted] & [redacted] owning a H2X TRAINER15 (serial number HXXXXXX) showing to be delivered 10/01/2015. From review of this case and from following up with the dealer from which the spa...

was purchased, we understand that the spa developed a leak as the customer has described and truly regret that this occurred. Master Spas will absolutely stand behind our product and the warranty we provide on our product to cover the onsite parts and labor for repairs to be completed. From follow up with the retailer, we understand that service has been scheduled to perform repairs on the spa. With regards to the water, Master Spas product is not supplied with water and the warranty specifically covers our product itself. Water amongst other things such as electrical must be supplied by a spa owner to use the spa. In most situations, spas would simply be filled by the source water at the residence. Due to the location of the leak which needs repaired, water being in the spa is preventing access to allow the spa to be repaired and needs removed from the spa to allow access for repairs to be completed. Unless the customer is able to remove the water and store it for re-use after, the water would need to be drained so that the technician can make the proper repairs. We understand from this case that the customer is requesting damages be reimbursed that are a result of a warranted defect or failure of the spa, damages being the cost for water to refill spa after repairs are performed. Our warranty does specify that we do not cover any incidental or consequential damages caused by any defect, failure or malfunction. Also within the warranty terms, the spa must be made accessible for service to perform warranty repairs. We truly regret a problem has occurred within warranty and will of course stand behind the warranty to get the spa repaired through the local retailer. However, these damages of water having to be replaced as a result of the spa needing to be drained to perform repair would not be reimbursed or covered by Master Spas.
Master Spas will keep in contact with the dealer until we have confirmation that repairs have been completed. If the spa owner has any further questions on spa operation or needs any additional assistance in resolving a problem with the spa, either the selling dealer or Master Spas can be contacted directly and would be more than happy to help answer and resolve the situation. Master Spas Customer Service can be reached at (XXX) XXX-XXXX or [redacted]@MasterSpas.com. Our hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST.
Initial Consumer Rebuttal /* (3000, 7, 2016/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am attaching a scanned copy of our warranty. In Master Spas' response, they state that 'Our warranty does specify that we do not cover any incidental or consequential damages caused by any defect, failure or malfunction.' Our copy of the warranty (Rev XXXXXX) does not say that.
The spa repair was made on April 20 by Hot Tubs. We refilled the spa with water on April 23 at our own expense.
The only reason we had to drain the spa in the first place was due to a defect or failure in workmanship or materials. Master Spas warranty does state that '...from a period of 5 years from the date of original retail purchase that the plumbing of the spa will not leak due to defects in material and workmanship...'
Their statements contradict the warranty we were given.
Final Business Response /* (4000, 10, 2016/04/29) */
We do truly regret that a problem occurred with the spa and will work with the local retailer to ensure the problem is resolved. With regards to the spa warranty, all of our warranties provide exclusions, registration and disclaimer details which are seen in the page 2 attachment provided with the customer's response. Our product is not delivered with water. Water is something that has to be supplied by a spa owner for use of the spa similar to electrical needing to be brought out to the spa as well. Our warranty covers our product itself which Master Spas manufactured and supplied. For the reasons previously reviewed, Master Spas would not reimburse for water.
If the spa owner has any further questions on spa operation or needs any additional assistance in resolving any other problems with the spa, either the selling dealer or Master Spas can be contacted directly and would be more than happy to help answer and resolve the situation. Master Spas Customer Service can be reached at (XXX) XXX-XXXX or [redacted]@MasterSpas.com. Our hours of operation are Monday through Thursday from 7AM to 5PM EST and Friday from 8AM to 12PM EST.