I call Mater Spa Parts Incto order a part that had broken on my spa I described the item in great detail to the women I spoke with, she gave me the part number to orderWhen the part was delivered it was even close to being what I neededI called and spoke with the owner of the company he said it was the right part, how can it be right if it does
even look the sameMy wife call back and spoke with *** *** the owner he was very rude still insisting the what they sent was the right partHe did offer to take the part back we pay shipping both ways and a 20% restocking fee
What should we pay anything it was there mistake
Told a refund of only 80% due to a restocking fee for a part that was still sealedWhen refund it arrived, they subtracted additional funds for 'shipping and handling'Not what I was told...:(
Great selection of chemicals, accessories, and filters for my spa! I always have a really great customer service experience every time I speak with themHave ordered from them for years and will continue to going forwardThanks MSP!
Their website does state that no electronics can be returnedI admit that, but hear me outTheir circuit board search engine led me to purchase the wrong circuit boardUpon installation everything worked but the spa-side control so my service tech called their help line and instead of the "help" validating that the correct circuit board was purchased via serial number - he assumed the board was bad and suggested ordering another board and sending the current one backI ordered board #Obviously it didn't work either because it was the same as the first boardThinking it could be my spa-side controller that was bad, my tech switched other spa-side controllers in and outWhen I emailed the company to help me out, the person I was dealing with FINALLY figured out I had the wrong board because he asked me to verify serial numberHad the "help" desk told me this I never would have ordered board #What this guy did NOT ask me was if I was using the original spa-side controller or not, even though our email exchange clearly said I swapped the old one out for a new oneBecause of that, board #did not work! My service tech grew so frustrated with MSP that he called his contact at Balboa who in minutes diagnosed the problem and told him which board to buy which I purchased through the service companyNow for the fun part - even though MSP website guided me to board #and their "help" desk didn't help at all at caused me to order board #and the last guy I dealt with didn't ask all the right questions and caused me to order board # - they told me I could not return ANY of them due to their policyWHAT? It was their ineptitude that caused me to have boardsNot only that, I had to pay my service guy over $per hour to install and then remove the boards for a total of hours over visits for all of the troubleshootingThe boards were in my tub for less than minutes eachThe right thing to do would be to admit their mistakes, realize the customers are not hot tub experts and they need to ask all the right questions and not assume anythingInstead, they are relying on their "we said no returns" policy and trying to hold on to my moneyIt's just not right and people need to know what they are dealing withIf there is a way to respond to this review I'm certain they will and blame me, but my service tech told me the same thing - stay awayAnyone who says up front they wont return your order if it's incorrect is not doing business honestly
Nothing but positive things to say about this companyFrom the sales man who sold us our hot tub at the state fair (Master Spas), to the customer service agents who helped when I didn't know what chemicals and filter set to purchase on MasterSpaParts.com- it has been a great experience to say the leastIf you ever have an issue, they are there to help solve it and positively rectify the situation in any way they canI have recommended this company to many of my friends, and will continue to do so in the future! Thanks Master Spas!
Brutal customer service and they have no idea how to ship internationally When my package arrived I was hit with a bill for duty that almost doubled the cost of the parts When I called to discuss how I was not notified I was told "you are Canadian, all Canadians should know this" Will never use this website again and caution to all not located in the USA
Their website does state that no electronics can be returnedI admit that, but hear me out
Their circuit board search engine led me to purchase the wrong circuit board when I entered my spa year/make/model
Upon installation everything worked but the spa-side control so my service tech called their help line and instead of the help validating that the correct circuit board was purchased via serial number - he assumed the board was bad and suggested ordering another board and sending the current one back
I ordered board #Obviously it didn't work either because it was the same as the first boardThinking it could be my spa-side controller that was bad, my tech switched other spa-side controllers in and outWhen I emailed the company to help me out, the person I was dealing with FINALLY figured out I had the wrong board because he asked me to verify serial numberHad the help desk asked me this I never would have ordered board #What this guy did NOT ask me via em
Do not use this company if you are ordering outside of the U.S They indicate free shipping however they do not stand behind that statement on their website and point to a single buried statement in a "User Agreement" that you have to read through multiple pages to find Additionally, they also don't indicate that there is an exceedingly high duty costsWhen you contact their customer service department the initial call service personal are extremely unhelpful and when talking to the manager he was VERY RUDE, unhelpful and had a attitude that he didn't care about anythingThis company has no care about what you want other than making sure they get their money from you
I call Mater Spa Parts Incto order a part that had broken on my spa I described the item in great detail to the women I spoke with, she gave me the part number to orderWhen the part was delivered it was even close to being what I neededI called and spoke with the owner of the company he said it was the right part, how can it be right if it does
even look the sameMy wife call back and spoke with *** *** the owner he was very rude still insisting the what they sent was the right partHe did offer to take the part back we pay shipping both ways and a 20% restocking fee
What should we pay anything it was there mistake
Told a refund of only 80% due to a restocking fee for a part that was still sealedWhen refund it arrived, they subtracted additional funds for 'shipping and handling'Not what I was told...:(
Great selection and fast shipping I would recommend to everyone
Great selection of chemicals, accessories, and filters for my spa! I always have a really great customer service experience every time I speak with themHave ordered from them for years and will continue to going forwardThanks MSP!
I wasn't sure what year my master spa was so I called and they told me to send them pictures of the jets I needed and they figured it outThank you
Their website does state that no electronics can be returnedI admit that, but hear me outTheir circuit board search engine led me to purchase the wrong circuit boardUpon installation everything worked but the spa-side control so my service tech called their help line and instead of the "help" validating that the correct circuit board was purchased via serial number - he assumed the board was bad and suggested ordering another board and sending the current one backI ordered board #Obviously it didn't work either because it was the same as the first boardThinking it could be my spa-side controller that was bad, my tech switched other spa-side controllers in and outWhen I emailed the company to help me out, the person I was dealing with FINALLY figured out I had the wrong board because he asked me to verify serial numberHad the "help" desk told me this I never would have ordered board #What this guy did NOT ask me was if I was using the original spa-side controller or not, even though our email exchange clearly said I swapped the old one out for a new oneBecause of that, board #did not work! My service tech grew so frustrated with MSP that he called his contact at Balboa who in minutes diagnosed the problem and told him which board to buy which I purchased through the service companyNow for the fun part - even though MSP website guided me to board #and their "help" desk didn't help at all at caused me to order board #and the last guy I dealt with didn't ask all the right questions and caused me to order board # - they told me I could not return ANY of them due to their policyWHAT? It was their ineptitude that caused me to have boardsNot only that, I had to pay my service guy over $per hour to install and then remove the boards for a total of hours over visits for all of the troubleshootingThe boards were in my tub for less than minutes eachThe right thing to do would be to admit their mistakes, realize the customers are not hot tub experts and they need to ask all the right questions and not assume anythingInstead, they are relying on their "we said no returns" policy and trying to hold on to my moneyIt's just not right and people need to know what they are dealing withIf there is a way to respond to this review I'm certain they will and blame me, but my service tech told me the same thing - stay awayAnyone who says up front they wont return your order if it's incorrect is not doing business honestly
Nothing but positive things to say about this companyFrom the sales man who sold us our hot tub at the state fair (Master Spas), to the customer service agents who helped when I didn't know what chemicals and filter set to purchase on MasterSpaParts.com- it has been a great experience to say the leastIf you ever have an issue, they are there to help solve it and positively rectify the situation in any way they canI have recommended this company to many of my friends, and will continue to do so in the future! Thanks Master Spas!
Brutal customer service and they have no idea how to ship internationally When my package arrived I was hit with a bill for duty that almost doubled the cost of the parts When I called to discuss how I was not notified I was told "you are Canadian, all Canadians should know this" Will never use this website again and caution to all not located in the USA
Their website does state that no electronics can be returnedI admit that, but hear me out
Their circuit board search engine led me to purchase the wrong circuit board when I entered my spa year/make/model
Upon installation everything worked but the spa-side control so my service tech called their help line and instead of the help validating that the correct circuit board was purchased via serial number - he assumed the board was bad and suggested ordering another board and sending the current one back
I ordered board #Obviously it didn't work either because it was the same as the first boardThinking it could be my spa-side controller that was bad, my tech switched other spa-side controllers in and outWhen I emailed the company to help me out, the person I was dealing with FINALLY figured out I had the wrong board because he asked me to verify serial numberHad the help desk asked me this I never would have ordered board #What this guy did NOT ask me via em
Do not use this company if you are ordering outside of the U.S They indicate free shipping however they do not stand behind that statement on their website and point to a single buried statement in a "User Agreement" that you have to read through multiple pages to find Additionally, they also don't indicate that there is an exceedingly high duty costsWhen you contact their customer service department the initial call service personal are extremely unhelpful and when talking to the manager he was VERY RUDE, unhelpful and had a attitude that he didn't care about anythingThis company has no care about what you want other than making sure they get their money from you