Jim Karnopp — Mar 29, 2022
I purchased a Swim Spa from Leisure Works and took delivery at the end of October 2020. At 33k, this was the most expensive purcha…
I purchased a Swim Spa from Leisure Works and took delivery at the end of October 2020. At 33k, this was the most expensive purchase I have ever made next to my home. The swim spa has been plagued with problems since I bought it. I am on my eighth swim controller panel at the time of this writing, and it still doesn't work. Master Spa keeps working on it, and sending me new ones, so I have been hoping that issue will get resolved eventually.
The bigger issue I have is the cover that was installed. I paid an extra $3000 dollars to get the top-of-the-line cover which rolls up instead of two covers with lifts on each end. When Leisure Works installed the cover, they installed a supporting shelf that was incompatible with the cover, and it prevented the cover from being fastened on one end. The manual clearly states that a shelf must be used, so the cover doesn't fall to the ground, but when I complained to Leisure Works about the installation, they said the shelf they supplied was better than the one Master Spa recommends. After six months the cover started tearing because of the shelf, and again I complained and asked Leisure Works to fix it. Kreg, the service manager, responded that they couldn't fix it because it wasn't a warranty issue and that I should stop using the shelf. He then suggested that I build a shelf out of wood for it. I told him that was an unacceptable response, but he stopped responding to my emails for over 6 months.
After complaining about Leisure Works to the manufacturer repeatedly and finally posting a video on YouTube, I started getting responses again, but still no help. Instead, Kreg was condescending and refused to take any responsibility for the issues with the cover. At one point he even said of the installation that there was no right or wrong about the way the shelf was installed, it's just a personal preference. When I showed him pictures that clearly showed he was wrong, he just said all the back and forth was unproductive, and I should take an offered lower-end cover from the manufacturer with no lifts, and then he went silent again. If the situation requires anything from Leisure Works, they are unwilling to make any effort at all at resolving the issue.
The Manufacturer did offer a folding cover as a replacement, but Leisure works refused to give a refund for the upgraded Axis cover and then gaslighted me for not taking the generous offer. My opinion is that I paid $5000 for a cover that fell apart after 6 months because it was improperly installed, and offering me a $1200 replacement without a refund was far more insulting than generous.
Dealing with Leisure Works has been the worst customer experience of my entire life. The fact that Master Spa allows this type of behavior from their authorized dealers makes me question them as a company as well. I would highly recommend avoiding Leisure Works at all costs.
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I purchased a Swim Spa from Leisure Works and took delivery at the end of October 2020. At 33k, this was the most expensive purchase I have ever made next to my home. The swim spa has been plagued with problems since I bought it. I am on my eighth swim controller panel at the time of this writing, a…
I purchased a Swim Spa from Leisure Works and took delivery at the end of October 2020. At 33k, this was the most expensive purchase I have ever made next to my home. The swim spa has been plagued with problems since I bought it. I am on my eighth swim controller panel at the time of this writing, and it still doesn't work. Master Spa keeps working on it, and sending me new ones, so I have been hoping that issue will get resolved eventually.
The bigger issue I have is the cover that was installed. I paid an extra $3000 dollars to get the top-of-the-line cover which rolls up instead of two covers with lifts on each end. When Leisure Works installed the cover, they installed a supporting shelf that was incompatible with the cover, and it prevented the cover from being fastened on one end. The manual clearly states that a shelf must be used, so the cover doesn't fall to the ground, but when I complained to Leisure Works about the installation, they said the shelf they supplied was better than the one Master Spa recommends. After six months the cover started tearing because of the shelf, and again I complained and asked Leisure Works to fix it. Kreg, the service manager, responded that they couldn't fix it because it wasn't a warranty issue and that I should stop using the shelf. He then suggested that I build a shelf out of wood for it. I told him that was an unacceptable response, but he stopped responding to my emails for over 6 months.
After complaining about Leisure Works to the manufacturer repeatedly and finally posting a video on YouTube, I started getting responses again, but still no help. Instead, Kreg was condescending and refused to take any responsibility for the issues with the cover. At one point he even said of the installation that there was no right or wrong about the way the shelf was installed, it's just a personal preference. When I showed him pictures that clearly showed he was wrong, he just said all the back and forth was unproductive, and I should take an offered lower-end cover from the manufacturer with no lifts, and then he went silent again. If the situation requires anything from Leisure Works, they are unwilling to make any effort at all at resolving the issue.
The Manufacturer did offer a folding cover as a replacement, but Leisure works refused to give a refund for the upgraded Axis cover and then gaslighted me for not taking the generous offer. My opinion is that I paid $5000 for a cover that fell apart after 6 months because it was improperly installed, and offering me a $1200 replacement without a refund was far more insulting than generous.
Dealing with Leisure Works has been the worst customer experience of my entire life. The fact that Master Spa allows this type of behavior from their authorized dealers makes me question them as a company as well. I would highly recommend avoiding Leisure Works at all costs.
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